1. Complaints

If something went wrong on a trip — driver behaviour, route, vehicle condition, payment dispute, or anything else — tell us within 28 days of the journey. The fastest path is the in-app Settings → Help → Send feedbackbutton, which attaches the trip ID automatically. You can also email [email protected].

We aim to acknowledge complaints within 1 working day and resolve them within 10 working days. Some complaints take longer — driver-conduct investigations that involve TfL or the police, for example — and we'll keep you updated if that's the case.

2. Refunds

We'll refund a trip in full if the driver didn't show up, took a clearly unreasonable route, or charged for a journey we didn't operate (e.g. a duplicate charge). Partial refunds apply to disputes about route length, waiting time, or vehicle issues, judged case by case.

Approved refunds are processed back to the original payment method within 5 working days. Cash trips are refunded by bank transfer on request.

3. Cancellations

Passenger cancels before driver acceptance: no fee. The authorisation hold on your card is released within 24 hours.

Passenger cancels after driver has accepted but is < 2 minutes away: no fee in most cases — discretionary, judged against the driver's actual movement.

Passenger cancels after driver has accepted and is > 2 minutes away: a cancellation fee may apply, capped at £5. The fee covers the driver's time + fuel and is paid through to them in full.

Driver cancels: no fee, ever. We track repeated cancellations on the driver side as a quality signal.

If you think a cancellation fee was charged incorrectly, raise it via the complaints route above and we'll review.

4. Lost property

Use Settings → Help → Report a lost item in the passenger app to file a report. We push-notify your driver immediately with the description so they can check the vehicle before their next pickup. If they find your item we'll arrange a handover within their normal working hours.

Lost items left unclaimed for 30 days are handed to the relevant local-authority lost-property office (TfL Lost Property for London journeys).

5. Escalation

If we don't resolve your complaint within 10 working days, or if you're unhappy with our response, you can escalate to the relevant regulator. For private-hire journeys in London that's TfL's Private Hire team. For payment disputes that's your card issuer or the Financial Ombudsman Service.

6. Contact

Email: [email protected]

For urgent safety matters, use the in-app SOS button or call 999. We're not an emergency service.