Terms and Conditions

Passengers must provide an active and correct email address when booking. Booking correspondence is sent by email. Online bookings are subject to availability.

Two emails are sent after an online booking: first, an acknowledgement that the transaction is being processed; second, confirmation of the booking. If confirmation is not received within 6 hours, or you need immediate confirmation, contact passenger service. Phone bookings are recorded to help keep booking details accurate. Passengers are liable for incorrect information provided.

The quoted price depends on the destination and is based on the most economical route. If you require another route, you must pay additional costs, including tolls, extra mileage, and other charges.

Parking and any other charges are not included in fares.

Passengers are responsible for choosing a vehicle that fits passengers and luggage, using the guidelines on this website. If passenger or luggage numbers are wrong, or the vehicle is too small, the driver may refuse the job and still collect the quoted fare in full.

If the desired vehicle is unavailable, a larger vehicle may be provided at no extra cost. We do not currently offer wheelchair-accessible vehicles. Foldable wheelchairs, walkers, and dismantlable scooters may be accepted as an additional charge.

Passengers must tell us at least 6 hours before the confirmed time if booking details will change.

We accept debit card, credit card, and cash payments through the website and by telephone. Card payments are subject to online screening.

Airport meeting points are confirmed by phone or email depending on the terminal. When booking an airport pickup you must provide the scheduled flight landing time and the desired pickup time. These can be different. We recommend allowing extra time after landing:

There are no additional charges for delayed flights where the driver tracks the flight before entering the airport. For delayed flights, the requested pickup time is adjusted to the actual landing time.

Free waiting starts at the requested pickup time. If it is exceeded, you must tell the company. Extra waiting is charged at £5 for every 20 minutes. If you do not make contact within the free waiting time, the driver may be withdrawn and the booking marked as a no-show. The phone number on the booking must be active.

It is your responsibility to tell us about missed flights. For pre-paid bookings, the fare is refunded after a £6 deduction for bank charges. A later flight can be rescheduled with no additional charge if you tell us. If you do not tell us, the full quoted fare is charged and pre-paid fares are not refunded.

Sea/cruise port pickups: the driver meets you with a name board. Free waiting follows the selected pickup time, then £5 per 20 minutes.

Hotel/address pickups: 10 minutes free waiting from the requested pickup time, then 20 pence per minute.

Eurostar and station pickups: check the meeting point in your confirmation email. For delays you must inform the company; the driver may be withdrawn and availability reassessed. Personal pickup at the arrival gate is an extra £11 and must be booked with passenger service. Eurostar arrivals have 30 minutes free waiting; other domestic trains have 5 minutes. After that, £5 per 20 minutes applies. Failure to make contact can be treated as a no-show.

You must allow enough time to clear immigration and collect baggage, and you must tell the driver about delays in those processes.

It is your responsibility to contact the company to confirm the driver is at the pickup point. Leaving without contacting us and using another form of transport is a no-show. The full quoted fare is payable and pre-paid amounts are non-refundable.

An extra £5 per diversion applies, to a maximum of one diversion, depending on mileage. Further ad hoc diversions are priced as a new booking, and a minimum booking fee may apply because drivers have follow-on jobs.

If a ride is cancelled at least 30 minutes before the booked journey, the full payment is returned to the original payment method. Cancellation within 30 minutes of the start of the journey incurs a charge of 50% of the payment received. The maximum cancellation charge is £20.00 for repeated cancellation. We reserve the right to refuse a booking.

Changes will not be applied with less than 6 hours’ notice. Contact passenger service to change a booking. You cannot change a booking through the driver.

Cancellation of pre-paid card bookings must be at least 6 hours before pickup or the booking is non-refundable. Advised missed flights on pre-paid bookings are refunded after £6 bank charges. International refunds may incur further bank charges of at least £10. Incorrect dates or flight numbers, and leaving the pickup point without telling us, are non-refundable.

A journey is a no-show if you fail to meet the driver at the requested pickup time at airports, seaports, stations, hotels, or private addresses. If confirmation was not received because of a technical fault but the driver was dispatched, it is still treated as a no-show and the full quoted fare is payable.

The driver plans the route considering traffic, time, closures, diversions, and other conditions at pickup. If a location cannot be accessed because of restrictions, you will be dropped or collected at the closest possible point. Tell us about access restrictions in advance.

The company is not liable for financial losses, missed flights, trains, ships, or meetings because the car did not arrive or did not reach the drop-off on time due to weather, breakdown, traffic, accidents, closures, restricted access, or similar events. We will tell you if delay is likely; it is then your decision whether to wait. If the booking phone number is unavailable, incorrect, or unanswered, the company has no liability.

Passengers are liable for wrong booking information. Online bookings include a reference number in the confirmation email. If you do not receive it, contact customer service to check whether the booking is confirmed. This applies to same-day bookings and overnight website bookings (UK time).

Fouling or vomiting is charged at a minimum of £75 depending on severity, plus any loss of earnings on follow-on jobs.

Tell us at booking if you are travelling with pets. Pets must be in a secure cage with a secured litter tray. Damage, fouling, or staining is charged at a minimum of £75, with severe damage assessed separately. You are responsible for getting pets in and out of the vehicle and supervising them. If a pet is threatening or aggressive, the driver may refuse to complete the journey and the full quoted fare is payable.

Do not book through the driver. The company is not responsible for private arrangements, and the driver’s private hire insurance will not cover those journeys.

All vehicles are non-smoking. The driver may refuse a passenger who is disorderly, threatening, abusive, racist, or sexist; the full quoted fare remains payable.

Food and drinks are not permitted without the driver’s agreement. Strong-smelling consumables are forbidden. Keep the vehicle clean. Spills, crumbs, litter, and stains are charged at an additional £30; more severe damage is assessed separately. On long journeys, drivers may stop every 2.5 hours for 15 minutes to rest and refuel.

Passengers must carry, load, and unload their own luggage. Drivers may help as a goodwill gesture but are not required to, and they cannot leave the vehicle unattended or collect bags from a doorstep, home, or hotel reception. The company and driver accept no liability for belongings lost or damaged during loading, unloading, or walking to the vehicle.

Passengers must be able to get in and out of the vehicle unaided. Drivers may assist on request as goodwill but are not obliged to. Neither the company nor the driver accepts liability for injuries or damage during that process.

Check the vehicle before you leave. If property is left behind, we will help return it but do not accept liability for damage during redelivery. Gratuity may be paid in cash or added in advance by card and is passed to the driver.