Frequently Asked Questions


how do I make a booking?

You can make bookings with monochrome economy, business class and monochrome van using our mobile app, or for special services please simply give us a call on 0208 013 3001. We can also answer queries about services we offer here >> 

What vehicles do you have?

We have a wide range of vehicles, please see services we offer here >> 

How do I apply a promo to a booking?

Promo codes can be redeemed when a booking is made from our mobile app by entering a valid promo code into the section at the time of the booking. The promo is entered just before a payment method is selected.

What are your off peak and peak hours.

We have standard fare prices which don't change often. We do not increase our fare prices based on demand.

How will I know my car is on the way, and how do I identify plate number, driver, etc?

Once the journey has been booked on our mobile app, you will be able to see your cars ETA as well as see the car approaching your location. The drivers details such as his/her name, number plate number and make and model of the car will be displayed on the home screen on your phone.

If i've lost something in one of the cars, how do I get it back.

If you think you’ve lost an item or left it one of the cars, please fill out this form with a description of your items and contact details. A member of the team will be in touch to provide an update. You can also contact the driver shortly after the booking to attempt to arrange to collect the item only if where possible. Please note that we take no responsibility over personal items left in vehicles. The driver is also not obliged to come back to your drop off point. After you are able to fill out this form, an investigation will take place and if the item is located, we will make it available for you to collect.

What is your cancellation policy?.

If your driver has been on the way to you for less than 5 minutes when you cancel the booking, we won’t charge you a cancellation fee. However, if your driver has been on the way to you for over 5 minutes when you cancel the booking, we will charge you a cancellation fee of £6.00. Please note, this cancellation fee will still apply if your car has arrived at the pick up when cancelled. 

I have a query, how do I contact Monochrome?

Please submit a query via our contact form or call 0208 013 3001.

How do I get a receipt?.

You may request a receipt from your driver once the journey has ended. However, if you forget, you can request a receipt here >> , where we will provide one on the drivers behalf. 

How do I get a quote?

You can get an instant quote on our app by inputting all pick up and drop off information of the booking. You will get a fare estimate before you have the option to accept and request a ride.

How do I amend a booking?

The easiest way to amend a booking is by logging into our app. You can easily amend the details of pick up or drop off information.

How much is driver waiting time?

Driver waiting times are normally estimated at £30 per hour. Driver waiting time is defined as where a driver has arrived at  your pick up location till the time where the vehicle starts its journey to the destination. 

What time is your delivery services availiable?

Our delivery department is open 7am to 10pm Mon to Sun. You can pre-book services out of our opening hours, but must check for availability first and please note there is an out of hours charge for bookings placed in these times.

How do I file a complaint

You can file a complaint here >> , One of our team will get back to you to try to resolve the issue.

What are your delivery charges

Our Van/delivery charges are calculated at a base fare price of £40 + £0.40p per KM + a time charge. The time charge begins when the driver has reached the pick up point and stops charging when the van is unloaded at the drop off point. The charge will therefore include loading and unloading time. The time charge will be added to the base fare, KM charge and a total amount will be charged. Our time charge is £0.50p per minute. *please note that the fare estimate provided at the beginning of the journey is only an estimate and will estimate the journey based on only the, (base fare + price per KM +estimated driving time to destination). Therefore, Waiting time is not taken into consideration when a fare estimate is provided at the beginning of the journey.


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