Cancellation & No-Show Policy

When Jupiter Cars accepts your private hire booking, Jupiter Cars & Couriers Limited contracts with you as the operator to provide the booked journey.

A driver allocated to your journey is fulfilling the booking on behalf of Jupiter Cars. A driver's inability to complete an allocated journey does not, by itself, mean that your booking with Jupiter Cars has been cancelled. Where an allocated driver becomes unavailable, we may allocate another suitable driver to complete your booking.

You may cancel using the Jupiter Cars app, website, by contacting us, or through another cancellation method made available for your booking.

Whether a charge applies will depend on when you cancel, whether a driver has been allocated, driver progress, arrival status, vehicle/service type, whether the booking is immediate, scheduled, airport or specialist, and the circumstances causing cancellation.

Where technically available, the applicable charge should be shown before you confirm a chargeable cancellation.

For ordinary on-demand bookings, cancellation will normally be free before a driver has accepted or been allocated, or within 2 minutes of driver acceptance.

You will also not normally be charged where cancellation results from circumstances attributable to Jupiter Cars or the allocated driver, including:

• Driver cancellation or driver unavailability;
• Failure of the driver to make reasonable progress towards the pickup location;
• Material movement away from pickup without reasonable operational cause;
• Material delays beyond estimated arrival times;
• A driver asking you to cancel the booking;
• Vehicle breakdown or driver failure;
• Jupiter Cars being unable to provide the booked journey.

Once any applicable free cancellation period has expired, a cancellation charge may apply where a driver has accepted or been allocated, has begun committing time and/or travelling towards pickup, Jupiter Cars remains able and willing to provide the journey, and you choose to cancel for reasons not attributable to Jupiter Cars or the driver.

A cancellation charge is intended to reflect costs and losses reasonably associated with allocating and dispatching a vehicle and driver. Jupiter Cars will not seek to recover more than is reasonably justified by the circumstances.

Drivers must attend the pickup location recorded in your booking or another pickup subsequently agreed with Jupiter Cars. Arrival may be verified using GPS, location, dispatch and booking information.

Once your driver has arrived, you should meet the driver within the applicable waiting period. If you cancel after the driver has arrived at the pickup location, or fail to board the vehicle within the inclusive waiting period, the applicable cancellation or waiting charge may be applied.

A booking may be deemed a "No-Show" where all of the following conditions are met:

• The driver has arrived at the designated pickup location and remained in attendance for the full inclusive waiting period;
• Reasonable attempts to contact the passenger via phone, SMS, or app messaging have been made without success; and
• The passenger has not boarded the vehicle or communicated an agreed extension of waiting time.

Where a No-Show occurs, a cancellation/no-show fee up to the full applicable fare may be charged to compensate the allocated driver for committed time, vehicle dispatch, and operational costs.

If you believe a cancellation charge or no-show fee was applied in error or due to circumstances beyond your control (such as driver delays, app technical issues, or incorrect GPS location), you may dispute the charge within 14 days of the booking.

We review all dispute requests against GPS records, dispatch logs, and communication history. When a dispute is verified in your favour, a full refund of the fee will be processed immediately to your original payment method.

For any questions regarding cancellations, charges, or this policy, please contact our support team: