Last Revision: 28/09/2021
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 personal 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 Service 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, including for marketing purposes. By using our Service 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 how you book.
All bookings via a telephone agent or via the website online will be a fixed fare. All bookings via the APP will be a variable fare (with the exception of Airports which will be fixed Fares on the App). 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 quoted/estimate as this is merely a general fare guide – traffic, route selection, diversions, tolls, congestion charge (where applicable)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.
If your journey falls within our peak time fares for any given reason such as a delayed flight arrival time then the new peak time fare will supersede the journey estimate. Peak time fares start from 06:50-09:00 & 14:30-19:00 Monday-Friday.
We reserve the right to change prices as we see fit.
1.2 Price going to Luton & Stansted– Free shuttle service
Luton and Stansted Airport Free shuttle service are located by the Mid Stay Car parks. The Free shuttle service is provided by the Airport and runs on their own schedule directly to the airport terminal, please see the airport website for more information.
If you decide to change your journey destination to the Express drop off point there will be an additional charge – see 1.3 for express drop off charges. You will need to call through or email so the booking can be correctly updated to your new drop off point.
1.3 Price going to Luton, Gatwick North/South Terminals, London City Airport & Stansted Airport Express Drop off points.
The prices on display below are managed by the Airports.
Express Drop off Airport Charges
Airport / Terminal
Heathrow T1 to T5
£5 (from 01/11/2021)
Gatwick North Terminal Express Drop Off
Gatwick South Terminal Express Drop Off
Luton Express Drop Off
Stansted Express Drop Off
London City Airport Express Drop Off)
1.4 Price collecting from the Airport
The price you have been quoted includes one transfer from your chosen pickup Airport to your destination. The Fare will include a meet and greet based on the type you require (see prices in 1.5), flight tracking, and parking cost up to a maximum of £7
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.
The fare selected is £30
Flight Arrival time: 04:00 pm
Pick Up Time (after arrival/landing): 45minutes after
The driver will aim to meet you at 04:45pm
No extra charges will be incurred, and you pay the driver £30
But If you are late in getting out and meet the driver at 05:45pm – you pay the driver £51.50
How is my new fare calculated?
The New fare will be broken down into 3 elements
Airport Collection Fare - Waiting time - Parking Fee
The Airport Collection Fare is fixed at £30
The Additional waiting time is 60 minutes (60 Mins x 0.25p = £15)
The Parking Charge (hypothetical) £15.00 (£15.00 - £7inc in fixed fare = £8)
New Fare is £30 + £15 + £8 = £53.00
1.5 ‘ Meet & Greet’ Collections at Airports
If you have requested a meet & greet service at the airport the price we have quoted you includes flight monitoring.
The prices on display below are Airport specific
Meet & Greet at the airport charges
Airport / Terminal
Heathrow T1- T2 -T3 - T4-T5 (Inside)
Gatwick North - South (Inside)
Luton Express 10Min PickUp (Outside)
Luton Premium Meet & Greet (Inside)
Stansted Zone D Express PickUp (Outside)
Stansted Premium Meet & Greet (Inside)
City Airport Premium Meet & Greet (Inside)
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 as seen above in 1.4 Price collecting from the airport.
If the driver parking charge exceeds then the additional cost will be paid by the passenger.
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 45minutes, 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 prepaid. 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 0208 459 25 25 or simply use a Phone Box to dial 0800 018 1651 free of charge.
1.6 Express pick up point collections at Stansted and Luton Airport
Only 10 minutes are included free of charge from all express pickup points at Luton, London City and Stansted airport - parking charges reaching a maximum of £7 are inclusive of your fare – If parking exceeds £7 then you will need to the pay the difference.
1.7 Via’s or Extra stops
Any deviations on the journey will be charged as extras and will need to be agreed by the controller on duty – a variation needs to be agreed on email or via telephone. A variation sent via the Booking comments will not be sufficient.
2. Waiting time & Parking Charges
2.1 Waiting time at collection address or at the Airport
If you are later than expected there will be waiting time charges applicable.
Waiting time is chargeable at 0.25pence per minute
Collection pre-booked for 13:00 pm
Driver Waiting time at collection for 30 minutes
How is my new fare calculated?
Driver Waiting time charge 30(Mins) x 0.25(pence per min) = £7.50
The New Fare will include an additional £7.50
You are liable for any delays caused due to lost baggage, customs hold ups or other delays. A flight delay will be tracked and is not considered as a chargeable delay.
2.2 Parking charges
If there are parking charges applicable at your collection address, then this cost will need to be paid on top of the fare.
The parking charge at the airport is inclusive of the Fare only up to a maximum of a £7 parking ticket – if this is exceeded then the passenger is liable to pay for the difference.
This varies for Luton / Stansted and City Airport Premium meet and greet services were if parking charges exceeds £10 you pay the difference (£15 parking ticket - £10 = £5 extra to be paid on top of Fare)
2.3 Airport Pick Up Time
We will aim to pick you up at the Estimated Pick Up Time specified by you. The Estimated Pick Up Time is calculated as follows; Flight Arrival time + Pick up Time (after arrival/landing)
Flight Arrival Time is 04:00pm + selected Pick up Time (after arrival/landing) 45 minutes, means your actual Estimated Pick up time will be 04:45pm
2.4 An additional 20 minutes of waiting time will be included free-of-charge. Additional waiting time will be chargeable at £15 per hour but this does not include flight delays. For all value express pickups we are only able to offer a 10 minute window for swift collections.
2.5 If your flight is delayed, we will give you 20 minutes of free waiting time from the time your delayed flight actually lands. For example, if you were scheduled to land at 10:00 AM but your flight was delayed and lands at 11:00 AM, we will wait for you free-of-charge until 11:20 AM. You will not be responsible for covering the costs of our driving waiting for you due to the delay.
2.6 Flight arrival times are referenced from the public web sites of each respective airport we service.
2.7 If you are going to the airport you have 5 minutes free waiting time from your place of collection for the time specified.
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.
In the event a driver fits your luggage in a smaller vehicle than what was required you are liable to pay the larger vehicle Fare
You pre-booked a Saloon Car
A Saloon Car is dispatched
Your luggage is excessive and suitable for an Estate/Intermediate Car
Option 1- You are required to pay a cancellation fee whilst your larger vehicle is ordered (Fee 75% of the Fare)
Option 2 - You and the driver decide to continue with the current car you are liable to pay the Fare for a larger car
4. Vehicle capacity
4.1 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 call or email one of our agents at firstname.lastname@example.org with any specific questions before making your booking.
4.2 In-line with Government guidance on social distance until further notice we have implemented a policy of limiting the number of passengers that a vehicle can carry so as to protect drivers and customers. The following guidance is therefore currently adhered to:No customer should sit in the front passenger side of the vehicle next to the driver.Passenger capacity per vehicle type:Saloon / Estate / Luxury Car = 3 passengers maxMPV Small / MPV Large Car = 5 passengers max8 Seater / 9 Seater Car = 6 passengers maxThis guidance may be subject to change when new Government guidance is updated.
5.1 The driver has the right to refuse any passenger he/she feels may be a threat or danger to him/herself.
5.2 The company has the right to refuse or cancel a booked transfer at any point in time. (Events such as adverse weather conditions, fuel shortage and road closures)
5.3 In-line with Government guidance until further notice, the company has the right to refuse a journey if a passenger without valid exemption refuses to wear a face covering for the journey. In all circumstances, it is the passenger that remains liable if a breach of law is enforced.
6.1 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.
6.2 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 accidents/closures. The same applies with incorrect booking information supplied by the customer or persons booking.
6.3 Passengers are not permitted to smoke/vape in any Passenger Vehicle.
6.4 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.
6.5 All Passengers are required to use seat belts at all times.
7.1 Cancellations made up to 4 hours before your pickup date and time are free-of-charge. You can cancel a booking by going into ‘My Bookings’ on your app or clicking the 'Cancel Booking' icon link in our confirmation email. Alternatively, call through to our call centre to cancel a booking.
7.2 Cancellations made less than 4 hours before your pickup date and time will be charged at 100%. You MUST call us (do not email) on +44(0)208-459-2525 if you wish to cancel less than 4 hours before the Pick Up time.
7.3 We do not charge any administration costs when you cancel yourself online using the link we provide in our confirmation email. We reserve the right to charge a £5 administrative fee if you cancel over the telephone.
7.4 If you paid using PayPal, Credit or Debit Card, we will normally provide refunds for cancellations immediately but in some cases it may take us up to 21 days.
8 Booking Errors
8.1 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.
8.2 You may inform us by email (email@example.com) if your pickup time is more than 24 hours away. You agree to call us on +44(0)208-459-2525 if your booking is in less than 24 hours.
8.3 We will not accept responsibility for booking errors if you do not inform us using the proper method stated in 8.2.
9.1 If you require a change to your pickup date and/or time or location, please email us at firstname.lastname@example.org.
9.2 If your pick up date and time is in less than 24 hours, you agree to call us with any changes on +44(0)208-459-2525.
9.3 We will not accept responsibility for booking changes if you do not inform us using the proper method stated in 9.2.
9.4 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/time and terminal. Always quote your booking reference when contacting us.
10 Refund time
10.1 Please note that it may take up to 21 days for us to process any refunds.
11 Meeting point
11.1 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.
12.1 You are responsible to load and unload your baggage onto our private hire vehicle(s). Our drivers may assist you at their discretion, however, you agree that you will not hold our driver liable for any loss/damage to baggage or any items in/out of your baggage.
12.2 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.
12.3 We will not carry luggage on seats and must be stowed in the rear boot of the vehicle.
13 Infant, Child and Booster seats
13.1 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 child's needs.
13.2 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.
14 Zero tolerance on abuse
14.1 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.
14.2 We will prosecute any persons who intentionally cause damage to our vehicles or verbally abuse our drivers.
15.1 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.
15.2 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.
16 Soiling Charge
16.1 The driver can charge the hirer a soilage charge of up to £60 for soiling that requires the private hire vehicle to be taken out of service for cleaning as per TFL guidance.
17 Complaints Procedure
17.1 If you have a reason for complaint, please provide full details by emailing our customer relations team manager, (email@example.com). We aim to respond to all complaints within 5 to 7 working days.