How refunds work

When you are due a refund, it goes back to the payment method you used. You see the amount in the app before you confirm a cancellation.

How the amount is worked out

• You cancel before the notice window: 100% of the total price, including the service fee, less processing costs.
• You cancel inside the notice window, before the trip starts: 50% of the total price, less processing costs.
• You miss your ID check: this counts as you cancelling, under your cancellation option. Checkout warns you of this.
• The operator cancels or does not turn up: we try to rebook you with another verified operator at no extra cost. If that is not possible, or you prefer not to, you get a full refund.
• The car, boat, aircraft or crew does not match the app: you can refuse it at pickup, from 1 hour before the start to 1 hour after it, and get a full refund. A case opens as well.
• You broke the rules and the operator cancels: your own cancellation option applies. A case opens, and the operator's money is held until Pickup checks.
• A prohibited item stops the trip: only the road levy comes back. A case opens in the same way.
• The operator changes the chauffeur or crew: you are told in the app. This is not a reason for a refund.
• The operator offers another car, boat or aircraft: accept it, or say no for a full refund. If you do not answer within 2 hours, or by the start if that is sooner, the booking is cancelled and you get a full refund.
• A passenger is missing from a jet manifest: that person cannot board, the flight goes ahead and there is no refund for the seat. See The passenger manifest for private flights.
• Weather or a regulator stops the trip: a refund of the total price, less a fair amount for any part already delivered.
• The trip was not as described: report it within 72 hours of the trip ending. Any refund depends on the review.

Processing costs. If you cancel, Pickup keeps the actual card and bank cost the payment provider charged. It is shown on your refund, it is never a flat or estimated amount, and operators get no share. If the operator or Pickup cancels, you get a full refund, including those costs.

Road levy. On a car trip, the road levy comes back in full whenever the trip does not happen.

Private jets. Booked 5 or more days ahead, you pay a 20% deposit at checkout and the balance by bank transfer. If you cancel, or miss the balance deadline, inside the notice window, you lose the deposit, because it covers the operator's positioning and lock-out costs. An incomplete manifest at the cutoff counts as your cancellation at that time, under your cancellation option. See Paying for a private jet charter.

See How to cancel a booking for how the notice window works. The rules are set out in the Cancellation and Refund Policy.

Where the money goes

• Card payments go back to the same card.
• Bank transfers go back to the account they came from. If that is not possible, we use the refund account in Wallet and payments.
• Wallet credit used on a booking comes back to your wallet in the same proportion as the money, with its original expiry date.

How long it takes

Pickup sends the refund within 5 business days of it becoming due. It then goes back to your original payment method within 5 business days of Pickup sending it, and your bank may take longer. Ask support for the refund reference if you need to trace it. Refunds to cards issued abroad are converted by your bank at its own rate.

Track a refund

1. Open the trip in Trips. Cancelled trips are under your past trips.
2. Check the Refund amount and the refund reference.
3. Tap Question about this refund if you need us. You can also see refunds in Wallet and payments > Transactions.

If a refund has not arrived after your bank's usual processing time, contact support from Profile > Help with your booking reference.