Terms and Conditions
Agreement commencement date 1st January 2017
The agreement is drafted on the basis that it is governed by English law.
By accessing or using our Services, you confirm your agreement to be bound by these Booking Terms. If you do not agree to these Booking Terms, you may not access or use the Services.
To use our Services, you must register for and maintain an active user account. To acquire an account, you must be at least 18 years of age and your chosen method of payment must be registered to no one other than yourself.
To successfully register an account you must submit some personal information, this may include your name, contact mobile phone number, email address, as well as a valid payment method. By accessing or using our services, you agree to maintain true, precise, complete, and current information in your account. You are liable for all activity that takes place under your account including booked journeys, cancelled trips, payments etc.
You are responsible for the security and confidentiality of your account username and password at all times and as a result you are held liable for all transactions that take place via your account. You may only possess one account.
You agree that we may contact you by email, telephone or text message(s) at any of the contact details provided by you or a third party on your behalf in relation to an account. By using our services, you agree that we can contact you at any time before, during or after your journey. You understand that you are not required to provide this consent as a condition of purchasing any property, goods or services.
Pricing works on either a fixed or variable fare depending on the journey and distance.
Variable fares are calculated by our unique time and distance formula. Fares normally fall between the journey estimates displayed on the app before you book. Your final fare will be displayed on your driver PDA and/or your app.
Your fare may exceed the estimate as this is merely a general fare guide – traffic, route selection, weather, diversions, tolls and other such key factors may determine your final fare which is payable in full.
The price you have been quoted includes one transfer from the pickup point to your destination. Your fare has been quoted based on a route which is widely used by our fleet. If you decide to opt for an alternative route the fare is subject to change.
We reserve the right to change prices as we see fit.
1.2 Price collecting from the Airport
The price you have been quoted includes one transfer from your chosen pickup Airport to your destination. The Fare includes a meet and greet, flight tracking, and parking cost up to a maximum of £5 (which equates to an average of 30 minutes free parking)
If you are later than expected on an airport collection, you will be liable to pay waiting time plus a contribution towards any parking charges in addition to the fare quoted.
1.3 ‘ Meet & Greet’ Collections
If you have requested a meet & greet service inside Luton, Stansted, Heathrow Gatwick or City Airport the price we have quoted you includes flight monitoring and up to 30 minutes free parking charges.
If you are later than expected on an airport collection, you will be liable to pay waiting time plus a contribution towards any parking charges. After 30 minutes of free waiting, we will be charging £20 per hour during our driver waits in the airport.
The parking charge will only increase in the event of a passenger being late – please ensure you give yourself sufficient hold off time after landing. The website has a default set at 45 minutes, you are required to select a hold off period that suits you best.
The driver will meet you inside the terminal only once contact can be made – unless a booking has been pre-paid. You can make contact by calling the driver directly (please look out for the driver Arrival SMS when you land). Alternatively call our 24hr line on +44 (0) 207 249 99 24.
2. Vehicle capacity
2.1 The passenger and baggage capacity of each vehicle type is clearly listed on the web site. It is your responsibility to ensure that the vehicle option you have chosen meets your airport transfer needs. If in doubt, please email one of our agents at [email protected] with any specific questions before making your booking.
3. Vehicle option
3.1 We will provide you with at least your minimum choice of vehicle option.
3.2 Our fleet of actual vehicle models may differ from those illustrated on the website or app.
3.3 All vehicle class changes will result in additional charges. Fares are based on passenger and baggage capacity combinations.
4.1 The driver has the right to refuse any passenger he/she feels may be a threat or danger to him/herself.
4.2 The company has the right to refuse or cancel a booked transfer at any point in time. (Events such as adverse weather conditions and road closures)
5.1 The material on this site is provided as general information only and does not constitute the acceptance for any booking arrangements made. We accept no responsibility from any loss incurred.
5.2 Furthermore we do not accept responsibility for any loss financial, professional, missed connection times, flights, trains for the driver being late due to adverse weather or traffic conditions including road traffic accident/closures. The same applies with incorrect booking information supplied by the customer or persons booking.
5.3 Passengers are not permitted to smoke in any Passenger Vehicle.
5.4 Passengers shall not consume alcohol in any Passenger Vehicle and we and/or the Driver reserves the right to decline carriage to any Passenger and may require a Passenger to alight from a Passenger Vehicle who, in our opinion, is intoxicated.
5.5 All Passengers are required to use seat belts at all times.
6.1 Cancellations made up to 4 hours before your pickup date and time are free-of-charge. You need to call our office at least 4 hours prior to the journey.
6.2 Cancellations made less than 4 hours before your pickup date and time will be charged at 50% of the booking and can only be handled by our ground staff. You MUST call us (do not email) on +44(0)207-2499-924 if you wish to cancel after the 4 hour cut-off.
7 Booking Errors
7.1 If Booking Errors have been made and we have not been informed by telephone within 24 hours of the erroneous booking, then you agree take full responsibility for our costs and any payment already made will be used to cover our costs.
7.2 You may inform us by email ([email protected]) if your pickup time is more than 24 hours away. You agree to call us on +44(0)207-249-9924 if your booking is in less than 24 hours.
7.3 We will not accept responsibility for booking errors if you do not inform us using the proper method stated in 7.2.
8.1 If you require a change to your pickup date and/or time or location, please email us at [email protected]
8.2 If your pick up date and time is in less than 24 hours, you agree to call us with any changes on +44(0)207-249-9924.
8.3 We will not accept responsibility for booking changes if you do not inform us using the proper method stated in 8.2.
8.4 You agree to keep us up to date on your itinerary, especially if you know your flight is going to be delayed or if you have a change in flight number. This will ensure our driver is able to meet and greet you in the right location and terminal. Always quote your booking reference when contacting us.
9 Meeting point
9.1 You agree to meet us at Our designated meeting point in the arrivals terminal building. The location of our driver meeting point will be clearly provided to you in our booking confirmation email.
10.1 You are responsible to load and unload your baggage on to our private hire vehicles. Our drivers may assist you at their discretion, however, you agree that you will not hold our driver liable for any loss or damage to any items of your baggage.
10.2 It is your responsibility to select the correct vehicle type to meet your baggage needs at time of booking; the luggage capacity information or imagery shown is merely a guide and we do not accept responsibility if items cannot fit for any clarification you must call the office directly on the number provided. Luggage sizes and weight are shared on the main website – please ensure you are familiar with this before you book.
10.3 We will not carry luggage on seats and must be stowed in the rear boot of the vehicle.
11 Infant, Child and Booster seats
11.1 Under UK law, you are not required to use a child seat in a private hire vehicle such as ours (more info here), however, we aim to provide these seats on-request but we do not guarantee their availability during peak periods or their suitability for your child. If our driver provides you with a child seat upon pickup, it is your sole responsibility to inspect it and ensure it meets your childs needs.
11.2 The installation/fitting of any child seat(s) we provide and the buckling of a child is the sole responsibility of the lead passenger. Usage of child seats provided by us are entirely at your discretion and you agree that our driver will not be held responsible for them in any way.
12 Zero tolerance on abuse
12.1 We reserve the right to refuse to transport or cease to transport any Passenger who behaves in a disorderly, threatening or abusive manner or who, in our absolute discretion, we consider a nuisance or a danger to our employees, agents, subcontractors or to fellow Passengers and may require such a Passenger to alight from a Passenger Vehicle and the Customer may be charged a Cancellation Fee. We are committed to providing Services in accordance with the Equality Act 2010. We may assist any Passenger who is not capable of boarding and alighting a Passenger Vehicle unaided, at our sole discretion but at the Passenger’s risk.
12.2 We will prosecute any persons whom intentionally cause damage to our vehicles or verbally abuse our drivers.
13.1 We shall not be liable to the Customer or be deemed to be in breach of these terms by reason of any delay in performing any of our obligations.
13.2 We shall not be liable to the Customer or be deemed to be in breach of these terms by reason of any failure to perform any of our obligations under these terms if the delay or failure was due to any circumstances or cause beyond our reasonable control.
14 Soiling Charge
14.1 The driver can charge the hirer a soilage charge of up to £80 for soiling that requires the private hire vehicle to be taken out of service for cleaning as per TFL guidance dated 3rd June 2017.
15 Complaints Procedure
15.1 If you have reason for complaint, please provide full details by emailing our customer relations manager, ([email protected]). We aim to respond to all complaints within 48 hours.