Our Terms & Conditions state that if the driver is more than 15 minutes late, then the Customer is entitled to a full refund of the original payment (if made in advance by card) at the customer's discretion (with no payment to you). However, if the Customer still departs in your Car - even if beyond the initial 15 minutes - he/she is waiving the right to this refund if they paid in advance by card.
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.