Lost property

1If you have just left something behind

Call us on the telephone number at the foot of every page as soon as you can. The sooner we know, the more likely we can reach the chauffeur before their next journey.

Have your booking reference ready if you can. It is in your confirmation email or text message.

2How to report lost property

Report it by telephone, or by email to the address on our contact page. Tell us your booking reference, or the date, time, pickup and destination; what the item is, with its colour, brand and anything distinctive; where in the car you think you left it; and how we can contact you.

Please do not send us passwords, PINs or card numbers to prove something is yours. We will never ask for them.

3What we do

When you report something lost, we log your report, ask the chauffeur who carried out your booking to check the car, and tell you what we found within 24 hours.

When a chauffeur or anyone else finds something in one of our cars, we log it, keep it safe, and use the booking details to try to contact the passenger and arrange its return. We record every attempt to reach you, and what happened to the item.

4Getting your item back

You can collect it free of charge. We tell you where and when as we arrange it. Please bring photo identification and your booking reference. Someone else can collect it for you if you tell us their name in advance and they bring photo identification.

We can post it or send it by courier. You pay the postage or courier cost, which we tell you before we send it, through a secure payment link. We never take card details by telephone.

A chauffeur can bring it to you, priced as a journey at our normal fixed price, which we show you before you agree.

If the item was left behind because of our mistake, we return it free.

5How long we keep items

We keep found items for 30 days from the date they were found. If we cannot reach the owner in that time, we dispose of the item and record how.

We do not keep cash, bank cards, passports, driving licences or other identity documents. We hand cash to the police, and cards and identity documents to the police or to the organisation that issued them.

Food, drink and other perishable items are thrown away at the end of the day they are found. Anything unsafe or illegal is handed to the police.

6What we cannot do

We cannot open or look through phones, laptops or bags to find out who owns them, though we may read an outside label or luggage tag.

We are not responsible for items you leave in a car, but once an item is found we take reasonable care of it and do everything reasonable to return it. This does not affect your rights under the Consumer Rights Act 2015.

7Records we keep

Regulation 15 of the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000 requires us to keep two records. For property found, we record the date it was found, where it was found and the car's registration if it was in a car, a description, our attempts to return it and whether they worked, and how we disposed of it if it was never claimed.

For property reported lost, we record the date of the report, the date and place you think you lost it, a description, and our attempts to find it.

Regulation 16 requires us to keep these records for at least 12 months from the date we record them. We keep them for 24 months after the matter is closed, then remove your name and contact details. Transport for London can inspect these records.

8Every version of this document

• Version 2026-09-2 (the version in force)In effect from 16 September 2026
• Version 2026-09-1In effect from 15 September 2026

A published version is never edited. A correction is a new version with a new effective date, and your booking keeps the version you agreed to.