Welcome to Blackbook Support
FAQs
Cancellation
We define a free cancellation period as the one third of the amount of time between the booking confirmation and the departure time/ pickup time.
Customers can call us, email us or get in touch via the website to cancel an order without any charge during the cancellation period. After this period the full order amount will be charged.
Drivers cannot cancel an order directly but can ask us to cancel if there are reasonable grounds such as vehicle breakdown or ill health. If every attempt to replace the driver fails then we will cancel the order and issue a full refund.
Customers may force a cancellation in certain cases such as: if they fail to get to the pickup location within 10 mins after the pickup time (except airports) or by displaying aggressive or abusive behaviour towards our drivers. We charge thirty percent of the order amount for forced cancellations.
Lost property
Drivers are independently licensed private hire drivers. Neither Blackbook nor drivers are responsible for the items left in a vehicle after a trip ends. Calling your driver to connect is the best way to retrieve an item you may have left in a vehicle. if you are unable to connect with your driver or if the driver cannot get in touch, we will be happy to step in to help. However, we cannot guarantee that a driver has your item or can immediately deliver it to you.
Lost property might be delivered to our registered office and kept there for seven days before being disposed of or delivered to the police (for valuables). Please contact us as soon as possible if you have left property in one of our vehicles.
Safety and hygiene
We are committed to safe and comfortable rides for everyone. If you feel that your driver was driving unsafely or the vehicle was not as clean and tidy as you would expect, please get in touch using the contact box below.
Pricing
Our estimates are based on the expected duration of the best available route between your selected pick-up and drop-off points. They take into account various factors such as distance, traffic patterns and road closures.
Riding with a pet
In accordance with local laws in your area, service animals are permitted to accompany riders at all times.
However,if you are planning to ride with a pet, you must let us know when you make your booking to notify your driver and confirm that they are not allergic or have other pet-related issues.
Data and privacy
We collect information such as:
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Your name, email address and mobile number
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Payment method information and payment method type (Visa, debit, etc.)
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Metadata about support conversations with Blackbook
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Times and locations at which a trip was requested, started, and ended, as well as distance traveled
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Trip prices
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Communications between riders and drivers
Blackbook's Privacy Policy describes the information we collect, how it is used and shared, and your choices regarding this information.
Further assistance
We are here to support you all the way. Please call us, email us or send us a quick message regarding any Blackbook related inquiries. We will respond as soon as possible.