Last updated: May 2026
Cancellation & Refund Policy
Grays CabLine Limited — Licensed Hackney Carriage, Grays, Thurrock, Essex
1. Free cancellation
You may cancel any booking free of charge up to 24 hours before your scheduled pickup time. Cancellations made within this window will receive a full refund with no questions asked. We believe in fair, transparent pricing — there are no administration fees or hidden deductions.
2. Late cancellations (within 24 hours of pickup)
Cancellations made less than 24 hours before the scheduled pickup time may be subject to a cancellation charge of up to 50% of the agreed fare. This covers the cost of the driver's time and the vehicle being allocated to your journey. We will always try to be fair and consider individual circumstances — if you need to cancel at short notice due to an emergency, please contact us directly.
3. No-shows
A no-show occurs when a passenger fails to appear at the agreed pickup location within 10 minutes of the driver's arrival and has not contacted us. In this case, the full fare may be charged. For airport collections, we allow additional waiting time in line with our waiting time policy — please see our Terms of Service for details.
4. Cancellations by Grays CabLine
In the rare event that we need to cancel your booking due to vehicle availability, driver illness, or circumstances beyond our control, you will receive a full refund of any payment made. We will contact you as soon as possible and, where possible, arrange an alternative vehicle.
5. How to cancel
To cancel a booking, please contact us as soon as possible by: Telephone: 01375 506162 (available 24 hours a day, 7 days a week). Email: bookings@grayscabline.co.uk. Please have your booking reference or the name and date/time of your booking to hand when you contact us.
6. How refunds are processed
Refunds for card payments made online will be returned to the original payment card within 3–5 working days, depending on your bank or card provider. Cash payments that qualify for a refund will be returned in cash or by bank transfer — please contact us to arrange this. We do not charge any fee to process a refund.
7. Pre-paid bookings and deposits
Some bookings, particularly advance airport transfers, may require pre-payment or a deposit at the time of booking. These are subject to the same 24-hour free cancellation window. If you have paid in full or paid a deposit and cancel within the free cancellation period, your full payment or deposit will be refunded.
8. Amendments
If you need to change the date, time, or pickup address of your booking, please contact us as soon as possible. We will always try to accommodate changes. Where a change results in a price difference, we will agree the revised fare with you before confirming the amendment.
9. Questions
If you have any questions about this policy or a specific booking, please contact us. Grays CabLine Limited, 103a London Road, Grays, Essex, RM17 5YB. Telephone: 01375 506162. Email: bookings@grayscabline.co.uk.