Last updated: 18 August 2026
At SLX Express, we understand that travel plans can change. This policy explains how cancellations, amendments, refunds, waiting time and no-shows are handled for private hire and airport transfer bookings.
1. Cancelling a Booking
Customers may request cancellation by contacting SLX Express by telephone, email or through the booking method provided with their confirmation.
Unless different cancellation terms were clearly stated when you booked, the following cancellation policy applies:
More than 24 hours before pickup
Cancellations made more than 24 hours before the scheduled pickup time are eligible for a full refund of the journey fare.
Between 12 and 24 hours before pickup
Cancellations made between 12 and 24 hours before pickup may be subject to a cancellation charge of up to 25% of the booking value.
Between 6 and 12 hours before pickup
Cancellations made between 6 and 12 hours before pickup may be subject to a cancellation charge of up to 50% of the booking value.
Less than 6 hours before pickup
Where a booking is cancelled less than 6 hours before the scheduled pickup, the booking may be non-refundable, particularly where a driver or vehicle has already been allocated or dispatched.
We will take the circumstances into consideration where reasonably possible.
2. Airport Transfers
Airport transfers may require a vehicle and driver to be reserved specifically for your journey.
If your flight is delayed, you should not normally need to cancel your booking. Where flight details have been provided, SLX Express or the assigned operator/driver may monitor the flight’s arrival information and adjust the pickup accordingly where reasonably possible.
Customers are responsible for providing the correct:
- Airport
- Terminal
- Flight number
- Arrival date
- Arrival time
- Passenger contact details
SLX Express cannot accept responsibility for problems caused by incorrect or incomplete flight information supplied by the customer.
3. Flight Delays and Waiting Time
Where flight monitoring is available, reasonable adjustments will be made for delayed flights.
Any complimentary waiting period applicable to your booking will be shown during booking or communicated in your confirmation.
Additional waiting time, parking, airport pickup or other charges may apply once any included waiting period has expired.
Where a flight is cancelled, significantly changed or diverted, please contact SLX Express as soon as reasonably possible so that alternative arrangements can be considered.
4. No-Shows
A booking may be treated as a no-show if the passenger cannot be located or contacted after the driver has arrived at the agreed pickup point and any applicable waiting period has expired.
A no-show may result in the full journey fare being charged.
Passengers should ensure that the telephone number provided when booking is switched on and accessible around the scheduled pickup time.
If you cannot locate your driver, please contact SLX Express before leaving the pickup location or arranging alternative transport.
5. Changes to a Booking
We will try to accommodate reasonable changes to:
- Pickup time
- Pickup address
- Destination
- Passenger numbers
- Vehicle type
- Flight information
Changes are subject to vehicle and driver availability.
A change that significantly alters the distance, duration, route, vehicle requirement or scheduled time may result in the fare being recalculated.
Please contact us as early as possible if your journey details change.
6. Cancellations by SLX Express
In the unusual event that SLX Express or the assigned operator cannot fulfil your confirmed booking, we will make reasonable efforts to arrange a suitable alternative.
If we cannot provide or arrange the booked journey and SLX Express has received payment from you, the affected journey will normally be refunded.
This does not affect any rights you may have under applicable UK consumer law.
7. Partner Operators
SLX Express may, where permitted, arrange or fulfil journeys through appropriately licensed private hire operators or transport partners.
Where another licensed operator is responsible for fulfilling a journey, additional or different cancellation terms may apply where these were disclosed as part of the booking.
SLX Express will endeavour to make any relevant conditions clear to the customer.
8. Refund Processing
Where a refund is approved, it will normally be returned to the original payment method.
Although we aim to process approved refunds promptly, the time taken for funds to appear in your account can depend on your bank, card issuer or payment provider.
Any non-refundable third-party charges already incurred specifically for your booking may be deducted where appropriate and where this was made clear to you.
9. Booking Fees and Third-Party Charges
Airport parking, tolls, congestion charges, additional waiting time and other third-party costs may be included in the quoted fare or charged separately depending on the booking.
Where SLX Express has already incurred a non-recoverable third-party expense because of your booking, that amount may not be refundable following cancellation where legally permitted.
10. Vehicle Requirements
Customers must provide accurate information regarding passenger numbers, luggage and any particular vehicle requirements.
If the vehicle booked cannot safely or legally accommodate the passengers or luggage presented at pickup, we may be unable to complete the journey.
Any refund in these circumstances will depend on the individual circumstances and costs already incurred.
11. Events Outside Our Reasonable Control
SLX Express will make reasonable efforts to provide journeys as booked. However, travel may be affected by circumstances outside our reasonable control, including severe weather, road closures, accidents, major traffic disruption, airport disruption, public emergencies or other exceptional events.
Where this happens, we will make reasonable efforts to communicate with the passenger and provide an appropriate solution.
Nothing in this policy excludes or limits liability where it would be unlawful to do so.
12. Chargebacks and Payment Disputes
If you believe you have been charged incorrectly, please contact SLX Express first so that we can investigate and attempt to resolve the matter.
Fraudulent or unjustified payment disputes may be challenged using the booking confirmation, journey records and other relevant evidence.
13. Your Consumer Rights
Nothing in this Cancellation & Refund Policy is intended to remove or restrict any statutory rights you may have under UK consumer law.
Where applicable law gives you rights that conflict with a provision of this policy, the applicable law will take precedence.
14. Contact SLX Express
To cancel or amend a booking or request a refund, please contact:
SLX Express
Gloucester, United Kingdom
Telephone: 07777 924166
Email: bookings@slxexpress.com
Website: https://slxexpress.com
When contacting us about an existing booking, please provide your booking reference, passenger name and scheduled journey date so that we can locate your booking quickly.