Terms and conditions

Booking a journey

A booking is made when you complete it on this website, on WhatsApp, or over the phone, and we confirm it. We confirm bookings by message, and that confirmation is what forms the contract between us. Please check the addresses, date and time on your confirmation and tell us straight away if anything is wrong.

Fares

The fare quoted when you book is fixed for the journey described. It does not change because of traffic or the route taken.

The fare may change if the journey itself changes — if you add a stop, change the destination, or ask the driver to wait beyond the waiting time described below. Where that happens we will tell you the new fare before continuing wherever it is practical to do so.

• Card payments made on this website carry a 5% charge, which is shown in the fare before you pay. Paying the driver in the car does not carry that charge.
• Fares quoted on this website are for the vehicle type you select. A larger vehicle costs more.
• Airport transfers are quoted to the terminal you give us. Going to a different terminal may change the fare.

Waiting time

We allow a short period of free waiting time at pickup. For airport arrivals we allow longer, because landing and baggage reclaim are outside your control, and we check your flight where you have given us the number. Beyond the free period, waiting is charged at the rate we will tell you at the time.

Cancellations

You can cancel a booking by ringing the office or replying to your confirmation. If you cancel before a driver has been dispatched there is no charge. If a driver is already on the way or waiting at the pickup, we may charge for the journey made, and for a prepaid booking we will refund the balance to the card you paid with.

If we have to cancel — for weather, a breakdown or anything else — we will tell you as soon as we can and refund anything you have paid in full.

Your responsibilities

Please be ready at the time you booked, give us an address the driver can reach, and tell us if you need a child seat, have a lot of luggage, or are travelling with an assistance dog so we can send the right car.

• Seat belts must be worn where they are fitted.
• Smoking and vaping are not permitted in our vehicles.
• A driver may refuse or end a journey where a passenger behaves in a way that is unsafe or abusive.
• Where a passenger soils a vehicle, we may charge a cleaning fee for the cost of putting it right.

Luggage, child seats and assistance

Tell us what you are carrying when you book. The luggage capacity shown for each vehicle is a guide and depends on the size of your cases. If you need a child seat, or a wheelchair-accessible vehicle, ask when you book and we will arrange it where we can.

Lost property

If you leave something in one of our cars, ring the office as soon as you can. We will do what we reasonably can to find it and return it, and we may ask you to cover the cost of getting it back to you. We cannot accept responsibility for property left in a vehicle.

If something goes wrong

We would rather hear about a problem than not. Ring the office or email us and we will look into it and reply within 14 days. Nothing in these terms limits your rights under the Consumer Rights Act 2015, and nothing here excludes our liability for death or personal injury caused by our negligence, or for fraud.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.