Bookings
Passengers must provide an active and correct email address whilst booking a journey. All booking correspondence will be sent to the passenger by email.
Online bookings are subject to availability. Two emails will be sent to your corresponding email address after booking.
First email: Acknowledgement of your online booking together with the verification that your transaction is being processed.
Second email: Confirmation of your online booking. If this is not received within 6 Hours, or you require immediate confirmation, please contact our passenger service.
Phone bookings are recorded to ensure the accuracy of the collected booking information. Passengers will be held liable for any wrong information provided.
Pricing
The quoted price for the journey will depend on the passenger’s destination. The price will also be based on the most economical route.
If the passenger requires another route, then the passenger must pay all additional costs. These include toll fees, any additional mileage and other charges.
PARKING AND ANY OTHER CHARGES ARE NOT INCLUDED IN FARES
Choosing a vehicle
Passengers are responsible for choosing the specific vehicle that can cater for their needs based on the given guidelines on the website.
Failure to provide the correct number of passengers and luggage or booking an incorrect vehicle size from our website means the driver has the right to refuse to accept the passengers and to collect the quoted fare (full amount).
If the desired vehicle is unavailable, a larger vehicle will be provided at no extra cost to the passenger.
We currently do not offer vehicles that have wheelchair accessibility, regardless of size. However, foldable wheelchairs, walkers and dismantlable scooters are acceptable considered as an additional charge.
Changing of Booking Information
Passengers are responsible for informing us at least 6 hours before the confirmed time if there will be a change to their booking information.
Mode of Payments
We accept Debit / Credit Card/ Cash payments through our website and also over the telephone. All card payments are subject to screening online.
Pick Up Guidelines
Airport pickups: Our Airport meeting points will be directed over the phone or email, depending on which terminal or airport you are arriving.
Passengers must provide the following information during booking:
- • FLIGHT LANDING TIME: Scheduled landing time
- • PICK UP TIME: The desired time you want your driver to meet you. This can be different from your FLIGHT LANDING TIME We recommend considering adding the extra time from your flight landing time to your pick up time:
- • UK and EU Citizens: 30 – 60 minutes
- • Non-EU and Foreign Nationals: 40 – 80 minutes (maximum of 90 minutes for students)
- • Business/First Class and Hand Luggage Passengers: 15 – 40 minutes
It is the responsibility of the passenger to select the correct pick-up time when booking.
Flight Delays: There will be no additional charges for delayed flights. The driver will track the flight before entering the airport. For delayed flights, the passenger’s requested pick up time will automatically be adjusted to the actual flight landing time.
Waiting Times: There will be an allocated waiting time for free based on the selected pick up time. Waiting time will start on the requested pick up time. If exceeded, the passenger must inform the company of the delay and will be charged an additional 5GBP for every 20 minutes. Failure to inform the company within the free waiting time will result in the driver being withdrawn and the booking will be marked as “NO SHOW”. (For example, flight landing time: 12:30, pick up time: after 30 minutes, drivers arrival: 13:00 (start of the waiting time) (after 14:00 waiting charges apply) The phone number provided at the time of booking must be active for communication between Operating Center/Driver with the passenger if the phone is unavailable the booking can be cancelled or considered a “ No show”
Our waiting time allocation is as stated below:
• Heathrow Airport: 45 minutes
• Gatwick Airport: 45 minutes
• Stansted Airport: 30 minutes
• Luton Airport: 30 minutes
• Southend Airport: 45 minutes
• London City Airport: 15 minutes*(Failure to meet the driver within this timeframe will result in the driver will be asked to leave. The passenger must contact the driver once ready for pick up and will be liable for any additional charges such as parking fees)
• Sea/Cruise Ports: 30 minutes
Missed Flights: It is the responsibility of the passenger to inform the company of any missed flights.
For pre-paid payment, the fare will be refunded after a deduction of the fixed bank charges. This is 6GBP.
If the passenger wishes to take a later flight, then a reschedule of the pick up can be done with no additional charge
Failure to inform the company of missed flight will result in the passenger being charged the full amount of the quoted price. If pre-paid, the fare will not be refunded.
Sea/Cruise Port Pickups: The driver will meet the passenger holding a name board for easy recognition. There will be an allocated free waiting time based on the selected pick up time. The waiting time will start at the requested pick up time. If exceeded, the passenger will be charged an additional 5GBP for every 20 minutes.
Hotel/Address Pickups: There will be a free 10 minute waiting time based on the selected pick up time. The waiting time will start at the requested pick up time. If exceeded, the passenger will be charged an additional 20 pence for every minute.
Eurostar and Station Pickups: Passengers must check the exact meeting point indicated in the booking confirmation email with the use of maps for guidance. The driver will pick up the passenger at the designated pick up point.
For delays, passengers must inform the company and the driver will be withdrawn. Availability will be reassessed based on the new time provided.
If the passenger wishes to be personally picked up by the driver at the arrival gate, there will be an additional charge of 11GBP. To book this, the passenger must contact the passenger service by email or telephone.
There will be a 30-minute waiting time for EUROSTAR arrivals and a 5-minute waiting time for other domestic trains. The waiting time will start at the requested pick up time. If this is exceeded, then the passenger will be charged an additional 5GBP for every 20 minutes.
Failure to inform the company within the free waiting time will result in the driver being withdrawn and the booking will be marked as “NO SHOW”. The passenger will be required to pay the full amount of the quoted price.
Immigration
It is the passenger's responsibility to allow enough time to clear immigration and claiming all baggage. It is the responsibility of the passenger to inform the driver of any delays in the immigration or baggage reclaims.
Finding my Driver
It is the passenger’s responsibility to contact the company to ensure that driver is at the designated pick up point. Failure to contact the company and seeks an alternative mode of transport will be considered as a “NO SHOW” and the passenger will pay the full amount of the quoted price. If pre-paid, payment is non-refundable.
Additional Drop-offs and Pick Ups
Passengers will be charged an additional 5GBP per diversion to a maximum of one diversion, depending on the actual mileage any adhoc diversions will be priced as new booking and minimum booking fee will apply as drivers have follow on jobs and need to be on time and rested accordingly.
Booking Cancellation
If a ride is cancelled minimum 30 minutes before the booked journey, full payment will be returned to the mode of payment used for booking.
Ride cancelled within the 30 minutes to start of journey, A charged of 50% of payment received will apply. Maximum limit of cancellation charge is £20.00 of repeated cancellation. We reserve the right to refuse booking.
Changing of Booking Details
Changes will not be applied with less than 6 hours notice before the scheduled booking. Passengers must contact the passenger service for changes. Passengers are unable to change a booking through the driver.
Refunds
Cancellation of pre-paid bookings via debit/credit card must be done no less than 6 hours before the actual pick up time. If cancellation was carried out after the 6 hours allowance, then bookings are considered non-refundable.
For advised missed flights and pre-paid bookings, a refund will be made after a deduction of bank charges of 6GBP.
For international bank accounts, the remaining amount refundable will be subject to bank charges. This will be a minimum of 10GBP
Failure to provide the correct booking information such as the incorrect transfer date or the wrong flight number is considered non-refundable.
Passengers leaving the designated pick up point without informing the company is considered non-refundable.
General Terms
No Show
A journey is considered a “NO SHOW” if the passenger fails to meet the driver at the requested pick up time. This includes airports, seaports, stations, hotels and other private addresses.
If the booking confirmation was not received by the passenger due to technical fault and the driver was dispatched, it will be considered as a "NO SHOW” and the passenger will be asked to pay the full amount of the quoted price.
Routes
The driver will plan the route taking into consideration the traffic, time, road closures, diversions and other contributing factors at the time of pick up.
If the driver cannot access a location due to restrictions such as bus lanes, road closures, pedestrian-only roads as an example, then the passenger will be dropped off at the closest possible location.
If a pickup location has restrictions, the passenger must notify the company so that an appropriate pickup point can be assigned. If this is not communicated in advance, then you will be advised on the day of the journey of the best possible location for collection.
Liabilities
The company cannot be held liable for any financial losses, missed flights, trains, ship or meetings because the car did not arrive for pick up or reach the drop off on time due to adverse weather, vehicle breakdown, traffic conditions, road traffic accidents, road closures, restricted access areas and event destruction. In cases like these, the company will inform the passenger of the possibility of delay, and it is now the passenger’s responsibility to decide to wait for the driver and continue with the journey.
The phone number provided at the time of booking must be active for communication between Operating Center/Driver with the passenger if the phone is unavailable or incorrect or passenger does not answer then the company has no liability.
Passengers will be held liable for any wrong booking information.
For online bookings, the passenger will receive a reference number in their confirmation email. If this is not received, then the passenger must contact customer service. This is to verify if the booking is confirmed or not. This applies to same-day bookings only or bookings that have been done overnight through our website or application (UK time).
Fouling or Vomiting
Passengers will be charged a minimum amount of 75GBP depending on the severity and be liable for any loss of earnings with follow on jobs.
Travelling with Pets
Passengers must inform the company at the time of booking if travelling with any pets.
Pets must be kept in a secure cage that has a secured litter tray to avoid any stains or damages to the car surfaces and interior.
For any damages caused by pets including fouling or staining of the vehicle, the passenger will be charged a minimum amount of 75GBP depending on the severity and be liable for any loss of earnings with follow on jobs . Any Severe damages such as scratches to the vehicle interiors will be assessed based on the damage caused.
It is the owner’s responsibility to get their pets in and out of the vehicle. They must ensure that all pets are supervised and behave appropriately throughout the journey.
If the pet is found to be threatening or aggressive, the driver has the right to refuse to complete the journey and the passenger will be asked to pay the full amount of the quoted price.
Non-solicitation of Personnel
Passengers are NOT permitted to make a booking through the driver. The company are not responsible for any liability regarding the transfer and the driver’s private hire and reward insurance will not cover any claims.
Others
Our all vehicles are non-smoking.
The driver has the right to refuse to pick up any passenger who behaves in a disorderly, threatening, or abusive Racist or Sexist manner. In such a scenario, the passenger will be required to pay the full amount of the quoted price.
Food and drinks are not permitted to be consumed in the vehicle without the driver’s agreement. If the passenger wishes to have a small snack or drink in the vehicle, the passenger must speak with the driver and ask for approval beforehand. Consumables with strong odour are forbidden. It is the passenger's responsibility to keep the vehicle clean during the journey.
Passengers will be charged an additional 30GBP for spills, dropped crumbs, litter and stains. Other damages which are more severe will be assessed and charged accordingly.
Drivers are permitted to stop every 2.5 hours for 15 minutes at a service point for refreshment and to refuel the vehicles during long journeys.
Passengers must carry, load, and unload their luggage to and from the vehicle. Drivers may help you as a goodwill gesture on request but they are not required to do so. Drivers are unable to leave the vehicle unattended. Passengers must bring their luggage to the vehicle as the driver cannot collect luggage from a doorstep, inside a home or a hotel reception.
Passengers must ensure that their belongings are not left behind or lost at the time of loading, unloading or on route to the vehicle. The company or driver will not accept any liability for loss or damages to belonging during this process.
Passengers must be able to get into and out of the vehicle unaided. Drivers may assist a passenger on request as a gesture of goodwill but they are not obliged to. Neither the company nor the driver will accept any liability for injuries and damages caused during this process.
Passengers must ensure that no belongings are left in the vehicle upon exit. In the event of any passenger property being left in the vehicle, the company will assist in its return. The company do not accept any liability for damages caused to belongings during re-delivery of lost items.
Gratuity can be paid to the driver in cash based on the quality of service provided by the driver or paid in advance by credit or debit card at the time of booking this will be paid on to your driver,