Cancellation and Refund Policy
Last updated: 18 October 2026
At Southtax Cars, we understand that travel plans sometimes change. This policy explains how taxi bookings may be cancelled, amended or refunded.
1. Standard Cancellation Policy
Customers may cancel a confirmed booking by contacting Southtax Cars.
Our standard cancellation conditions are:
24 hours or more before pickup
Customers who cancel at least 24 hours before their scheduled pickup are eligible for a refund of the prepaid booking fare.
Less than 24 hours before pickup
Late cancellations may incur charges under the terms disclosed when the booking was confirmed. The amount will depend on the applicable agreed terms and any reasonable costs incurred.
After vehicle dispatch
Where a driver has already been dispatched, reasonable charges may apply for travel and time incurred before cancellation.
No charge will be applied in a manner that is unfair or contrary to applicable consumer law.
2. How to Cancel Your Booking
Contact our customer service team using:
Email: info@southtaxcars.co.uk
Phone: +44 23 8192 0677
Please provide:
Booking reference.
Passenger name.
Scheduled journey date.
Pickup location.
Reason for cancellation, if you wish to provide it.
We recommend retaining your cancellation confirmation.
3. Airport Pickup Waiting Times
Our published standard includes 45 minutes of complimentary waiting for incoming flights.
Additional waiting charges may apply where the complimentary period has expired, in accordance with charges communicated for the booking.
For airport pickups, a driver may classify the booking as a no-show after up to 90 minutes without successful passenger contact, subject to the agreed collection arrangements and the circumstances.
A no-show may result in loss of the fare paid, subject to applicable law and any circumstances that make a charge inappropriate.
4. Passenger No-Shows
A no-show may occur when a passenger fails to attend the agreed meeting location within the applicable collection period and cannot be contacted.
Passengers experiencing delays should contact Southtax Cars as soon as possible.
We will consider relevant circumstances, including communication with the driver, flight information and any operator-related issues.
5. Booking Amendments
Customers may request changes to:
Pickup time.
Journey date.
Collection address.
Destination.
Passenger numbers.
Vehicle requirements.
Changes are subject to availability.
If the change affects the fare, we will explain the revised price before confirming it.
6. Cancellation by Southtax Cars
If we cannot fulfil a confirmed booking, we will contact the customer as soon as reasonably possible.
Where suitable alternative transport cannot be arranged and we cancel the service, any payment for the unprovided journey will normally be refunded.
This does not affect any additional remedy available under applicable consumer law.
7. Flight Delays and Travel Disruptions
Customers should notify us of flight cancellations, significant travel disruptions or revised arrival information as soon as reasonably possible.
Where a flight is delayed, we will review the booking and attempt to accommodate the revised arrival time.
A refund or amendment will depend on the agreed terms, services already performed and the specific circumstances.
8. Refund Processing
Approved refunds will normally be returned through the original payment method where technically possible.
The processing period may vary depending on the payment provider and financial institution.
Expected refund processing period: 15 – 30 days.
Customers will be informed if additional information is required.
9. Statutory Consumer Rights
UK passenger transport bookings do not generally attract the standard 14-day distance-selling cancellation right.
However, customers retain applicable consumer rights, including the right to services performed with reasonable care and skill.
Nothing in this policy limits rights or remedies that cannot lawfully be excluded.
10. Contact for Refund Requests
Southtax Cars
Email: info@southtaxcars.co.uk
Phone: +44 23 8192 0677
Website: https://southtaxcars.co.uk/
Please quote your booking reference in all refund enquiries.