Cancellation Policy

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Legal & Policies

Company Details

The following Terms and Conditions apply to all services provided by CROWNUL LTD (trading as Crownul):

Registered Address: Jhumat House, Regus Office 135, 160 London Road, Barking, Essex, IG11 8BB, United Kingdom

Company Registration Number: 16341589

Operator Licence Number: Application in progress (will be published once granted)

All services are subject to the following policies: Terms and Conditions, Privacy Policy, Cookie Policy, Delivery Policy, Cancellation Policy, and Safety Policy, as outlined on this page.

By booking with Crownul — via our website, app, phone, live chat, or email — you agree to these Terms and Conditions. Please read them carefully before using our services.

Note Regarding Website Domains and Policy Coverage

These legal policies — including our Terms and Conditions, Privacy Policy, Cookie Policy, Delivery Policy, Cancellation Policy, and Safety Policy — apply to all services provided by Crownul Ltd through the following domains:

www.crownul.com (primary website)

crownul.co.uk

crownul.london

All domains may redirect to our main website (www.crownul.com). Any user accessing our services through any of these domains is subject to the same terms, conditions, and protections outlined in these policies.

Contact Information

For inquiries or assistance, you may contact us:

📞 +44 (0)20 8080 3730

📧 info@crownul.com

💬 Or via live chat on our website (bottom right corner).

Cancellation Policy

Unlike the vast majority of companies within this industry, we do not charge our customers for unexpected situations where a journey needs to be cancelled (as long as this is done with 24 hour in advance of the requested pick-up time). We understand that sometimes the unpredictable happens and for unforeseen reasons you simply can’t make it.If you would like to cancel your booking with us, you can do this by emailing us at info@crownul.comwith your booking reference and reason of cancellation. Alternatively you can call us on +44 (0)20 8080 3730.

Please note that pre-paid bookings can take up to 10 working days to be processed from the moment you inform us of a cancellation. It can then take up to a further 4 working days for the funds to be credited and reach your account. For assistance with refunds, please contact us at info@crownul.com.

If a booking is cancelled less than 24 hours prior to the schedule pick-up time, there will be a cancellation fee applied, which depends on the time we were informed…

– More than 24 hours before pick-up time = no charge applied / full refund;
– Between 24 and 3 hours before pick-up time = 30% of journey price;
– Between 3 or less, but before the driver is on the way = 50% of journey price;
– Once journey has commenced (driver on the way) = 100% of journey price;

If your flight is cancelled, you will be given the option to receive a full refund or reschedule your journey. In the event that your flight is diverted to a different airport and you land somewhere else, you will be given the option to reschedule your journey from the new airport (in the event that a price difference occurs, you will have to pay this); alternatively, if the driver is already on the way or arrived for your journey, we will only be able to offer a 50% refund. We will require proof of flight cancellation to qualify for a full refund (in the event that the journey was cancelled with less than 24 hours prior to pickup).

For instant bookings (that were processed for a journey taking place within the next hour) a charge will only be applicable if you cancel the journey after the driver has departed towards your address (on the way). A fixed cancellation fee will be applied based on the vehicle type booked, as follows…

• Saloon/Estate      – £5.00
• Executive      – £8.00
• MPV      (4/5/6) – £8.00
• MPV      Executive – £10.00
• MPV8 –      £10.00