Refund and cancellation policy
Last updated
In short
Cancel more than 24 hours before pickup and you get a full refund. Inside 24 hours, and for no-shows, there is no refund. Deposits on part-paid bookings are not refundable.
If your driver does not turn up, you are refunded in full. If your flight is delayed, tell us — we move the pickup rather than charge you.
This summary is here to be read. It is not the agreement — the numbered sections below are.
1. Cancellation window
You may cancel a confirmed booking and receive a full refund of the amount paid, provided you cancel more than 24 hours before the scheduled pickup time.
The 24 hours are counted in the local time of the country where the pickup takes place.
Individual bookings may carry their own cancellation terms where the transport supplier requires them. Where they do, those terms are shown on the booking page before you pay and they take precedence over this general policy.
2. Late cancellations and no-shows
Cancellations made less than 24 hours before the scheduled pickup are not refundable, because the driver and vehicle have already been committed to your journey.
A no-show is also not refundable. You are treated as a no-show if you do not appear at the agreed pickup point within the included waiting time and do not contact us.
It is your responsibility to be at the agreed place at the agreed time. No refund is due if you arrive after the agreed time and miss the journey.
3. Part-paid bookings and deposits
Where you choose to pay part of the fare online and the balance to the driver in cash, the amount paid online is a deposit and is not refundable, whenever you cancel.
This is stated at checkout before you choose that payment method.
4. If we cancel, or the driver does not arrive
If we cancel a confirmed booking, or the driver fails to arrive at the agreed pickup point, you receive a full refund of everything you have paid for that journey.
Before treating a driver as a no-show, please check the WhatsApp number on your booking and call the driver, then contact us — we are reachable 24 hours a day and can usually locate the driver within minutes.
We are not able to compensate for consequential costs such as a missed flight, a missed connection or an alternative taxi fare. See the Terms and conditions for the full position on liability.
5. Flight delays and changes
Airport pickups include up to two hours of free waiting, counted from the scheduled arrival time and adjusted where we can see that the flight is delayed. A delayed flight is not a cancellation and does not attract a charge.
If your plans change, you may change the pickup date or time free of charge, subject to availability. Please give us at least 12 hours' notice so the change can reach the driver.
6. How to cancel
Bookings that are to be paid in cash can be cancelled from the ride page in your Taxiqo account, up to 24 hours before pickup.
For a booking already paid by card, contact us by WhatsApp, phone or email and we will cancel it and start the refund. A booking is only cancelled once we confirm it: an unanswered message is not a cancellation.
7. Unpaid bookings
A booking created but not paid for is held for one hour and then released. Nothing is charged and there is nothing to cancel. The price of that journey may differ when you search again.
8. How refunds are paid
Refunds are returned to the card used for the payment. They cannot be paid to a different card, in cash, or by bank transfer.
Once issued, a refund normally reaches your account within two to ten business days, depending on your bank.
Fees charged by a payment service provider or by your own bank — for example a currency conversion or foreign transaction fee — are not refundable by us.
9. Contact
Questions about a cancellation or a refund are answered 24 hours a day on WhatsApp and by phone, and by email at [email protected].