2. General Terms
2.1Application
These terms apply immediately upon our written acceptance of your booking. The hirer, also referred to as the lead passenger, is responsible for passenger conduct and any additional costs incurred during or as a result of the hire.
2.2Quotations
Quotations are valid for 7 days unless otherwise confirmed in writing and are subject to vehicle availability at the time of booking acceptance.
2.3Payment
Full payment must be received before the date of travel unless alternative arrangements have been agreed in writing. Failure to pay may result in cancellation and forfeiture of any sums already paid.
2.4Invoices
Approved credit invoices must be paid within 7 days. Overdue balances accrue interest at 3% above the Bank of England base rate.
2.5Booking Confirmations and Amendments
It is the customer's responsibility to check booking confirmations for accuracy. All amendments must be requested in writing and confirmed by us. An administrative fee of £10.00 applies per confirmed change.
2.6Customer Service
Complaints must be submitted in writing within 14 days of travel. We aim to resolve all issues fairly and promptly.
2.7Additional Charges and Surcharges
Extra costs such as tolls, ferry tickets, parking, or driver accommodation are not included unless stated. Night, weekend, and bank holiday surcharges may apply where relevant. Airport parking is recharged at cost where not included.
2.8Vehicle Descriptions and Substitution
Vehicle specifications are indicative. We may provide a substitute vehicle, including via a vetted subcontractor. Standards, safety and insurance remain our responsibility.
2.9Luggage and Passenger Numbers
Accurate passenger numbers and luggage details must be provided at booking. Vehicles cannot be overloaded. Dangerous goods are not carried. Luggage is carried at owner's risk.
2.10Cancellation by Hirer
Cancellations must be submitted in writing. Charges apply as follows:
- 21 or more days before travel, 25% of hire cost
- 14 to 20 days before travel, 50%
- 7 to 13 days before travel, 75%
- Less than 7 days before travel, 100%
Deposits and third‑party costs are non‑refundable. If the vehicle is successfully re‑hired, a partial goodwill refund may be considered.
2.11Cancellation by Company
In the event of emergency, vehicle failure, or other unforeseen circumstances, we may cancel and provide a full refund. No compensation is offered for consequential loss or inconvenience.
2.12Journey Planning
All required stops, timings, luggage and event details must be declared at booking. Undeclared changes may result in delay and additional charges.
2.13Force Majeure
We are not liable for delay, cancellation, or failure to perform caused by events beyond our reasonable control, including extreme weather, accidents, road closures, and industrial action.
2.14Notices and Materials
No unauthorised signs, posters, or materials may be affixed to vehicles.
2.15Use of Vehicle
Use of the vehicle is limited to the agreed service. Late additions or extra journeys require prior agreement and may incur further charges.
2.16Route
The route is determined by the driver or company based on safety, efficiency, legal rest requirements, and road conditions. Driver hours and rest take precedence over any itinerary.
2.17Breakdown or Delay
If a mechanical breakdown or uncontrollable delay occurs, we will make reasonable efforts to provide assistance or an alternative vehicle. We accept no liability for missed events or connections.
2.18Driver's Hours and Working Time
All services are subject to applicable GB Domestic or EU drivers' hours and working time rules. The service may be adjusted, paused, or reallocated to remain legally compliant. If a pause is required solely for legal compliance, waiting charges do not accrue during the pause and service resumes at the next legally available time.
2.19Property
We accept no responsibility for lost or damaged property. Items left on vehicles will be stored for 30 days.
2.20Passenger Conduct
Passengers must behave respectfully. The driver may refuse service or terminate a journey where safety or comfort is compromised. Smoking is not permitted. Vaping is not permitted without prior written consent.
2.21Alcohol and Controlled Substances
Consumption of alcohol or drugs is not permitted unless expressly agreed in advance and legally permissible. No alcohol may be carried or consumed on services to or from designated football matches. Breach may result in cancellation of the remaining journey and cleaning or disruption charges.
2.22Seat Belts and Child Seats
All passengers must wear seat belts where fitted. We do not supply child seats. Where required, the hirer must provide and fit compliant child restraints in accordance with UK law.
2.23Animals and Accessibility
Registered assistance dogs are welcome. We will make reasonable adjustments under the Equality Act 2010. Please advise access needs at booking so we can allocate a suitable vehicle.
2.24Compensation
Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, or for fraud. For other loss arising from our breach, liability is limited to direct losses that were foreseeable, capped at the higher of the hire price or £200. This does not affect your statutory rights. We do not pay for indirect or consequential loss. No double recovery will be permitted.
2.25Enforceability and Law
If any provision is found unenforceable, the remaining provisions remain valid. These terms are governed by the laws of England and Wales.
2.26Privacy
We are the data controller for booking data. We process personal data to deliver the service, handle safety and compliance, and for legitimate interests such as preventing fraud. Marketing is sent only where you have opted in. For retention, data rights, and ICO contact, see our Privacy Notice.
3. Airport Pickups, Flight Monitoring and Waiting
3.1Flight Monitoring
We monitor flights and adjust the planned pickup using live flight data. Unless agreed otherwise, the driver aims to arrive 45 minutes after landing or at your requested offset to allow for immigration, passport control and baggage.
3.2Free Waiting and Charging
From driver arrival at the meeting point (as per 3.1), the first 15 minutes are free. Waiting beyond the free period is charged at £45.00 per hour or any part of an hour, plus airport parking at cost.
3.3No‑Show
If we cannot contact you and you have not met or contacted the driver within 15 minutes of the pickup time, the booking is treated as a no‑show. Waiting charges to that point apply, and the fare for the missed service remains payable, whereupon the driver will call the journey cancelled.
3.4Midnight Rollover, Children, and Welfare Standby
Where an arrival is delayed into 00:00 to 06:00, and/or there is no reasonable onward travel until later that morning, the driver will, where legally possible and subject to availability, remain on welfare standby at the airport, especially where children are present and accompanied by a responsible adult. The lead passenger accepts that waiting and parking costs apply under clause 3.1 & 3.2 et al for any period beyond the free 15 minutes. The lead passenger may opt out of welfare standby by notifying us in writing before dispatch, or by email or SMS to the dispatch contact once the delay becomes known. If legal driver limits would be breached, we will provide a replacement driver where possible or pause and resume at the next legally available time. During a legal‑compliance pause, waiting charges do still accrue. This also applies to pre‑dispatch drivers who are then effectively on stand‑by.
3.5Diversions and Severe Disruption
If a flight diverts or suffers severe disruption, we will make reasonable efforts to reallocate a vehicle. Additional mileage, waiting, and parking may apply, with parking charged at cost.
3.6Surcharges on New Date and Time
If delay causes the pickup date to change after 00:00, any applicable night, weekend, or bank holiday surcharges for the new date and time will be added.
4. Schedule of Charges
4.1Amendments
£10.00 per confirmed booking change.
4.2Additional Pickups or Drops
£12.50 per extra stop, per leg, unless included in the quotation.
4.3Waiting and Standby
Airport and non‑airport hires: first 15 minutes (see 3.1 & 3.2) from driver arrival are free. Waiting beyond the free period is charged at £45.00 per hour or any part of an hour. Airport parking is recharged at cost where not included. If you request on‑site welfare standby before dispatch, the waiting rule in this clause applies from the requested standby start time.
4.4Cleaning and Damage
Soiling, spillages, or contamination are charged at the reasonable cost of professional cleaning plus verified loss of use where applicable. Typical range £120.00 to £250.00, evidenced by time‑stamped photos and a VAT invoice. Serious disruption may result in cancellation of the remaining journey.
4.5Cancellation Fees
As set out in clause 2.10.
4.6Overdue Payments
Interest at 3% above the Bank of England base rate on overdue invoices.
5. Miscellaneous Safety and Conduct
5.1Football Alcohol Ban
No alcohol may be carried or consumed on services to or from designated football matches.
5.2Smoking and Vaping
Smoking is prohibited in the vehicle. Vaping is not permitted without prior written consent.
5.3Insurance
We maintain motor insurance and public liability cover appropriate to our operations. Personal property is carried at owner's risk.
5.4Access and Private Land
The driver may refuse access to unsuitable roads or private land if, in their judgment, it is unsafe or likely to cause damage. Alternative safe boarding points will be used where necessary.
5.5Subcontractors
Where a subcontractor is used, we remain responsible for standards, safety and insurance.
6. Definitions
- "Lead passenger" means the person making the booking and responsible for the party.
- "Welfare standby" means a driver and vehicle remain on site and available for collection.
- "Night period" means 00:00 to 06:00.