Complaints and Disputes

Version 1.0 · Effective 2026-10-11

Passengers, drivers and partner businesses can raise a complaint about a booking, conduct, a charge or the handling of an earlier concern.

How to complain

Send your complaint through our contact form. Include your booking reference if you have one, the date of the journey or event, a clear description of the concern, and the outcome you would like us to consider. Relevant receipts, messages and photographs can help. If you do not have a booking reference, give enough information for us to identify the matter without sending unnecessary identity documents or payment-card details.

Examples include a driver or passenger not attending, a service not received, a materially different service, an unexpected charge, disputed damage, unsafe conduct or an accessibility concern. An immediate safety emergency should be reported directly to the appropriate emergency service; the contact form is not an emergency channel.

What happens next

We aim to send an initial human response within 72 elapsed hours of receiving a complaint. An automated receipt is not that response. This is a response target, not a promise to resolve every complaint within 72 hours. If further investigation is needed, we will explain the next steps and give an update on the expected timescale.

We will consider the booking terms and records, the service actually provided, your account and relevant information from the driver or partner business. We may ask each party for a response. We will share only the information reasonably needed to understand and answer the concern, subject to privacy, safety and legal requirements. You do not have to resolve a dispute directly with another party before asking us to review it.

Our response will explain the outcome, the reasons for it and any action proposed. Depending on the circumstances, this may include correcting a record or charge, arranging an appropriate refund, addressing service quality or reviewing a partner’s participation. A complaint does not automatically establish that a refund is due. A service failure, such as a driver not attending, is assessed separately from a customer choosing to cancel; the customer cancellation charge is not automatically applied to a service failure. Any refund must be assessed under the applicable booking terms, our published Refund and Cancellation policies, and rights that apply by law. We will distinguish a refund of a captured payment from release of an unused payment authorisation, and will not promise a bank processing time we cannot control.

If you disagree

Reply through the contact form with your booking reference, the outcome you dispute and any further evidence. Ask for a further review. We will reconsider the relevant information and explain our response. Using this process does not prevent you from contacting a competent authority, obtaining independent advice or exercising any legal right.

We ask everyone to communicate respectfully. We may manage abusive or threatening communications in a way that protects staff and other users while retaining a reasonable way to consider the underlying complaint.

Complaint information is handled under our Privacy Policy. We keep relevant records for the review and for applicable legal and accounting obligations; access is limited to people who need it.