Our Terms & Conditions state that if the driver is more than 10 minutes late, then the Customer is entitled to a full refund of the original payment (if made in advance by card) if they don't take the trip with you resulting in no payment to you. However, if the Customer still departs in your Car - even if beyond the initial 10 minutes - he/she is waiving the right to this refund if they paid in advance by card.
You will still incur a lateness penalty as per the Terms & Conditions.
Contacting the customer
Please note that as you will have the customer's phone number, we expect you to inform him/her asap if your driver is running late. Likewise, the customer will have both your Office's telephone number, as well as the Driver's mobile number, so we expect both parties to resolve any issues directly. We will monitor these late show incidents by your business - if they frequently occur, then we may at our discretion remove you from future searches, as we want to work with Operators who can deliver an acceptable Customer experience.