Terms of use

Cancellation Policy

Last updated 3 August 2026.

Free cancellation

You can cancel your booking free of charge, with a full refund, up to 48 hours before your scheduled pickup time.

Cancelling within 48 hours

Cancellations made within 48 hours of pickup may not be eligible for a full refund, since a driver and vehicle have already been allocated to your journey. Contact us as soon as possible if your plans change -- we'll always do what we reasonably can.

No-shows

If a driver arrives at the agreed pickup location and time and cannot reach you, this is treated as a no-show and is not eligible for a refund.

Congestion Charge, parking and waiting time

• London Congestion Charge is added automatically to your fare at booking if your pickup or drop-off falls within the charging zone during charging hours (Mon–Fri, 07:00–18:00), and is shown before you pay -- it is not an extra charged after cancellation.
• Parking charges at known locations (such as an airport set-down/pick-up fee) are added automatically to your fare at booking and shown before you pay, same as the Congestion Charge.
• Other parking costs incurred by your driver during the journey, and waiting time beyond the free allowance included with your booking, are charged in addition to your fixed fare. These aren't known at the time of booking or cancellation, so they're confirmed and collected separately if they apply.

See our Terms & Conditions for the full detail on these additional charges.

How to cancel

Contact us at info@hailataxi.co.uk, by phone or WhatsApp on +44 7504 503239, with your booking reference to hand.