Cancellation policy

Every booking, one-way or hourly, can be cancelled free of charge until one hour before the scheduled pickup. Within the final hour, the full quoted fare applies as a cancellation fee.

There are no other cancellation fees, tiers or exceptions, and the same rule applies at every hour, in every city we serve.

Open My rides, select the booking and choose “Cancel this ride”. Before you confirm, the screen always shows exactly what the cancellation costs: free, or the fare amount if you are inside the final hour. You can also email info@luxorablack.com with your booking reference and we will cancel it for you; the same time rule applies based on when your message reaches us.

If the chauffeur is at the pickup and we cannot reach you, the booking is treated as a no-show and the full fare applies. For airport pickups this only starts after your included free wait time (one hour after landing) has run out, and only after we have tried to contact you.

To move a pickup time, change the route or switch vehicle class, cancel and rebook while cancellation is still free, or email us and we will rearrange the ride. Flight delays never require a change: airport pickups are flight-tracked and adjust automatically at no charge.

On the rare occasion that we have to cancel a ride (for example, for severe weather or operational failure), you are never charged, any payment hold is released in full, and we tell you as early as we can. See the refund policy for how money moves back to you.