Cancellation, Changes, Waiting & No-Show Policy
Jupiter Cars & Couriers Limited · Company number 08288771
Effective for new bookings from 1 October 2026
This policy applies to passenger journeys booked with Jupiter Cars. Read it with our Passenger Terms & Conditions. Your booking confirmation shows the fare, pickup details, and cancellation deadline for your particular journey. Heathrow arrival pickups and London-to-Heathrow departures are separate bookings. Bookings accepted before this policy takes effect remain subject to the terms provided when those bookings were made. Your statutory rights are unaffected.
Cancellation Rules at a Glance
| Booking Type | Cancel Free of Charge | If You Cancel Later |
|---|---|---|
| Heathrow Airport Arrival Pickup | Cancellation received at least 12 hours before the flight’s scheduled landing time recorded for the booking | Full booked fare |
| Other Advance Journey (incl. London to Heathrow) | Cancellation received at least 2 hours before booked pickup time | £25 |
| Immediate Journey | Before driver acceptance or within 2 minutes after acceptance | £25, if Jupiter Cars remains able to provide journey |
“At least” includes the exact deadline minute. For an immediate booking, cancellation at the exact two-minute point after driver acceptance is free; a cancellation after that point is subject to the £25 rule.
Driver allocation or dispatch does not alter the Heathrow or other advance-booking cancellation rule.
Heathrow Deadline Example
If your flight is scheduled to land at Heathrow at 10:00 UK time on Tuesday 6 October, we must receive your cancellation by 22:00 UK time on Monday 5 October for it to be free.
If Your Flight Schedule Changes
Tell Jupiter Cars promptly if your airline reschedules your flight. We will attempt to amend your booking. A revised flight time or cancellation deadline takes effect only when Jupiter Cars confirms the amendment.
A subsequent flight change does not retrospectively alter a cancellation that has already been executed.
How to Cancel or Change a Booking
How to Submit a Cancellation
- • Booking Made Online: Cancel through the Jupiter Cars website or customer dashboard.
- • Booking Made by Telephone: Cancel through our automated telephone system or a human operator at +44 20 7266 5555.
- • Timestamp Rule: Your cancellation counts when our system records it, including outside staffed operator hours. Keep your receipt.
Changing a Booking
Request a change by WhatsApp text to +44 20 7266 5555 or email support@jupitercars.com with your booking reference.
Notice: Sending a change request is NOT the same as cancelling a booking. Your existing booking remains in effect until Jupiter Cars confirms any requested amendment.
Heathrow Parking Allowance
Your Heathrow arrival quote includes the first 30 minutes from when the driver’s vehicle enters the assigned airport car park.
If the stay enters a higher applicable Heathrow parking tariff band due to passenger delays, you pay only the increase above the parking amount already included in your quote. You never pay for the included portion twice.
Waiting Charges
Heathrow Arrival: Waiting after 60 minutes from your flight’s actual landing costs £0.40 per minute, counted only while the driver is present and available at the agreed pickup point.
Other Pickups (London departures): The first 10 minutes after the driver arrives at the agreed pickup point and notifies you are included. Subsequent waiting is £0.40 per minute.
No-Show Standards & Refunds
A no-show charge is the full booked fare. It applies only after the driver has attended the correct agreed pickup point, notified the passenger, remained available for the required duration, and attempted both a call and a text using the contact details on the booking:
- Heathrow Arrival: Driver remains available for at least 30 minutes after scheduled pickup (typically 90 minutes after actual landing).
- Other Pickups: Driver remains available for the 10-minute included window after arrival and notification, attempting call and SMS.
If a full-fare no-show is established, we do not add waiting or parking charges on top of the full booked fare.
Refunds: Approved online refunds are processed securely through Stripe. If you believe a charge is incorrect, email support@jupitercars.com with your booking reference for review.
Customer Inquiries & Policy Assistance
Human operators are available Monday–Friday, 06:00–21:00 UK time. Automated telephone service operates 24/7.