What happens to your money when a trip is cancelled
Refunds, not credits. And why the timing of the cancellation matters.
Cancellations are normal. Plans change, flights move, meetings overrun. What matters is that the money behaves predictably when they do.
Before a driver is on the way
Free. For a scheduled trip, the search for a driver begins ten minutes before your pickup time, which means there is a long window in which cancelling costs nothing at all. Book the morning trip the night before with confidence; if the plan changes at nine, cancel it.
After a driver is assigned
A driver who has set off has done work. Cancellation policy exists to reflect that, and the specifics are shown to you at the point you cancel rather than buried.
Refund, not credit
Where a cancelled trip was already paid for, it is refunded rather than converted into a balance you have to spend with us. This distinction matters more than it sounds. A credit is a refund that benefits the company; a refund is a refund.
Cancelling a series
A recurring booking cancels as a series. Every future trip still waiting in it is cancelled and each is refunded individually, so you are not chasing twelve separate amounts.
The same is true of a standing Topsy Teens arrangement: ending it cancels the upcoming trips it had already put in the diary, with refunds, and leaves the trips already taken alone as history.
Trips that fail rather than cancel
Occasionally a trip fails: no driver could be found, or something went wrong. Money taken for a trip that did not happen comes back. If you see a charge for a trip that never ran, raise it with the trip reference and there is a record to examine.
The practical advice
Cancel as soon as you know, rather than hoping. Early cancellation is free, it releases a driver to take other work, and it avoids the awkward situation where a car arrives for a trip you had mentally abandoned an hour earlier.