CANCELLATION & REFUND POLICY

1. Purpose and application

1.1 This Cancellation & Refund Policy explains the default cancellation, no-show and refund rules applying to Bookings accepted by Dawa Exec Ltd ("Dawa", "we", "us" or "our").

1.2 It applies to Bookings made under Dawa Exec, Dawa Exec Chauffeurs, Dawa Cars or another Dawa Exec Ltd trading or service name, unless Dawa has expressly agreed different written cancellation terms for the relevant Customer or Booking.

1.3 This Policy is read with the Dawa Exec Ltd Terms & Conditions, Passenger Booking Contract, Payment & Billing Information, the Booking Confirmation and any expressly agreed client-specific or journey-specific terms.

2. Default cancellation charges

2.1 The following are Dawa's default cancellation rules unless different written terms have been expressly agreed for the relevant Customer or Booking.

2.2 More than 4 hours before the confirmed pickup time: the Customer may cancel and the Booking is eligible for a full refund of the journey fare paid, or no journey fare will be charged where payment has not yet been taken.

2.3 From 4 hours before pickup until 60 minutes before the confirmed pickup time: the Customer must contact Dawa to cancel. The Booking remains eligible for a full refund of the journey fare paid, or no journey fare will be charged where payment has not yet been taken.

2.4 Less than 60 minutes before the confirmed pickup time: the default cancellation charge is 50% of the confirmed journey fare. For a prepaid Booking, 50% of the journey fare will normally be refunded. For Book on Account, 50% of the confirmed journey fare will normally remain payable as an account charge.

2.5 Customer no-show: the default no-show charge is 100% of the confirmed journey fare and no journey-fare refund is normally due.

2.6 These default charges are intended to reflect Dawa's committed operational resources and likely loss from late cancellation or non-attendance. Dawa will apply them fairly and will not enforce a charge to the extent that doing so would be unlawful or disproportionate under mandatory consumer law.

3. How to cancel

3.1 Where the Client Portal makes self-cancellation available more than 4 hours before pickup, the Customer may use that facility.

3.2 Within 4 hours of pickup, the Customer must contact Dawa using the published booking or journey-support contact route rather than relying on portal self-cancellation.

3.3 A cancellation is effective when it is successfully recorded by the authorised Dawa cancellation route or otherwise expressly acknowledged by Dawa.

3.4 The Customer should quote the Dawa booking reference and provide enough information for Dawa to identify the Booking.

4. Ordinary pickup waiting and no-show

4.1 For an ordinary non-airport pickup, the standard included waiting period is 15 minutes where that rule is stated as applicable to the Booking or Service. This is a Dawa service rule, not a statutory or TfL waiting-time requirement.

4.2 The included waiting period begins when the Chauffeur has arrived at the confirmed pickup location and the Passenger has been notified through the normal Dawa communication process.

4.3 If the Passenger has not appeared by the end of the applicable included waiting period and no additional waiting has been agreed, the Chauffeur may leave and the Booking may be treated as a Customer no-show.

5. Airport flight-arrival waiting and no-show

5.1 For a flight-arrival pickup where Dawa has the relevant flight details, the standard included airport waiting period is 90 minutes from the aircraft's actual recorded landing time. This is a Dawa service rule, not a statutory or TfL requirement.

5.2 If the flight lands earlier or later than scheduled, the 90-minute period runs from the actual recorded landing time.

5.3 A flight delay does not by itself make the Passenger a no-show where Dawa is aware of the relevant delay.

5.4 If the flight is cancelled, diverted or materially changed, the Customer should contact Dawa as soon as reasonably possible. Dawa will consider whether the Booking can be adjusted, but any alternative arrangement remains subject to Chauffeur and Vehicle availability.

5.5 If the Passenger has not appeared by the end of the 90-minute included waiting period and no additional waiting has been agreed, the Chauffeur may leave and the Booking may be treated as a Customer no-show.

6. Additional waiting requested by the Customer

6.1 Included waiting does not create an entitlement to unlimited waiting.

6.2 Before the Chauffeur leaves, the Customer or Passenger may ask Dawa for a defined additional waiting period.

6.3 Additional waiting is only provided where the Chauffeur is willing and able to remain, Dawa confirms the additional waiting period and price, and the Customer pays that additional amount upfront unless Dawa expressly agrees another arrangement.

6.4 An agreed extension applies only for the defined period. A further extension requires a further agreement. If no further extension is agreed, the Chauffeur may leave when the agreed period ends and the Booking may then be treated under the applicable no-show rules.

6.5 Book on Account does not automatically accumulate waiting-time charges merely because a Chauffeur remains at the pickup point. Additional waiting outside the included period must be specifically agreed.

7. Evidence of a no-show

7.1 Dawa will only apply a no-show position where there is a reasonable operational record showing that the Chauffeur attended the relevant pickup arrangement and the applicable waiting period expired without the Passenger appearing.

7.2 For an ordinary pickup, the record may include the Chauffeur's Arrived timestamp, the pickup location, the end of the applicable waiting period and relevant communication records.

7.3 For an airport flight-arrival pickup, the record may also include the actual recorded flight landing time and the end of the 90-minute included waiting period.

7.4 Where reasonably possible, Dawa or the Chauffeur may attempt to contact the Passenger using the available Booking contact details. Routine no-shows do not require excessive evidence where the Hub timestamps and communication record are sufficient.

8. Dawa cancellation or inability to perform

8.1 If Dawa cannot perform the confirmed Service, Dawa may first try to arrange a suitable replacement Chauffeur, Vehicle or approved licensed Partner Operator.

8.2 If Dawa still cannot provide the Service and cancels the Booking before any Service is performed, the Customer will not be charged for the unperformed journey and any applicable prepaid journey amount will be refunded.

8.3 Any prepaid additional waiting or other agreed extra that has not been provided because Dawa cancelled will also be refunded.

8.4 If part of the Service has already been performed, any fare adjustment or refund will be assessed fairly by reference to the Service actually provided and the circumstances.

9. Refunds for Pay Now Bookings

9.1 Where a full refund is due for a Pay Now Booking, Dawa will return the refundable amount through the original payment route where reasonably possible.

9.2 Where only part of the fare is refundable, Dawa will refund the applicable amount and retain only the valid cancellation or no-show amount.

9.3 Dawa will process valid refunds within a reasonable period. The time taken for the refunded amount to appear in the Customer's account may also depend on the payment provider or bank.

9.4 A refund does not become invalid merely because the banking or card system takes additional time to display it after Dawa has processed it.

10. Book on Account cancellations and adjustments

10.1 Where a Book on Account journey is cancelled before invoicing, no cash refund is normally required because no journey payment has been collected. Instead, only any valid cancellation or no-show charge will be reflected in the account billing.

10.2 Where an invoice has already been issued and an adjustment is required, Dawa may use a credit note, corrected finance document or another appropriate account adjustment.

10.3 A valid cancellation or no-show charge remains part of the Customer's account liability until settled.

10.4 Any undisputed balance remains payable even where another item is under review.

11. Client-specific cancellation terms

11.1 Dawa may expressly agree different cancellation terms with a corporate, business or account client.

11.2 Client-specific terms must be clearly agreed in writing and apply only to the client, account or Bookings covered by that agreement.

11.3 Those terms override this default Policy only to the extent of any conflict. Where the client-specific agreement is silent on a cancellation issue, this Policy continues to apply.

12. Safety or conduct termination

12.1 Where a journey is refused or terminated for a genuine safety, legal or serious Passenger-conduct reason under the Passenger Booking Contract or Terms & Conditions, the Customer is not automatically entitled to a full refund.

12.2 Any refund or amount remaining payable will depend on the reason for termination, the Service already performed, Dawa's reasonable loss and any rights that cannot lawfully be excluded.

13. Statutory rights and fairness

13.1 Nothing in this Policy excludes or restricts a Customer's statutory rights where those rights cannot lawfully be excluded.

13.2 Where mandatory law requires a different refund or cancellation outcome, Dawa will apply the legally required outcome.

13.3 Dawa may, at its discretion, waive or reduce a cancellation or no-show charge in appropriate circumstances without creating a general obligation to do so in future cases.

14. Company and contact information

14.1 Legal company: Dawa Exec Ltd.

14.2 Company number: 17265271.

14.3 Registered office: 4 Forbes Street, London, E1 1PF, United Kingdom.

14.4 Transport for London private hire operator licence: 12015.

14.5 VAT registration: GB 521 5818 03.

14.6 ICO registration: ZC168060.

14.7 Website: https://dawaexec.com.

14.8 Email: info@dawaexec.com.

14.9 Telephone: +44 (0)20 3679 1998.

14.10 24/7 booking / journey support: +44 (0)7417 514014.

Document status: Current published Version 1.0. Effective 14 September 2026.