How do I request a refund?

I want to change or cancel my booking

You can change your booking up to the cut-off time set by your employer or school. This cut-off is shown on your booking page. For example, if the cut-off is 5 minutes before departure, you can amend your trip until 5 minutes before pickup.

Ride Bundle

• Cancel before the cut-off to get your ride credit back (one per direction)
• After the cut-off, the ride is lost.

Travel Pass

• Cancelling before the cut-off frees up your seat for someone else.
• There’s no monetary refund, as the pass covers a full date range.

Day Pass

• You can change the date or time of your ride before the cut-off.
• We don't currently support refunds or cancellation for singles & returns.
• After the cut-off, changes aren’t possible.

I want a refund for a delayed or missed service

We aim to run reliable, on-time services, but delays can happen. You may be eligible for a refund if:

• Your service was delayed and no alternative transport was provided within 45 minutes
• No vehicle arrived and no replacement or update was given (likely a full refund)

How we assess this

• Severe delay: If no re-route or replacement vehicle is offered and you can’t travel, you can request a refund.
• No-show: If the service doesn’t arrive at all, you’re usually eligible for a full refund for that trip.

Important notes

• Refunds apply only to the disrupted trip, not your full pass or ride bundle
• Refunds can go back to your original payment method or be issued as credit
• If you accept alternative transport, a refund may not be issued
• Refunds are not automatically applied in these cases but are reviewed individually by our team after the trip has concluded. You can get in touch with us to raise a request.