Terms & Conditions

1. Quotes and fares

Quotes are based on the journey information supplied, including pickup and destination, date and time, passenger numbers, luggage and vehicle requirements. If those details change, the fare may also change. Any revised price will be confirmed before the amended booking is accepted.

2. Deposits and payment

Deposits are non-refundable. The standard deposit, where required, is £20 per vehicle. A return journey does not double the deposit. Any different amount will be clearly stated before booking.

Available payment methods are card now, cash on the day, or a deposit by card with the remaining balance in cash on the day. The available choices and any requirement to pay in full by card are shown before booking.

3. Cancellations

Standard bookings cancelled more than 48 hours before the booked travel time are eligible for a refund of refundable fare payments, subject to any non-refundable deposit. For cancellations made between 24 and 48 hours before travel, 50% of the booking price is payable. Minibus bookings are non-refundable. Executive vehicle bookings are non-refundable. See our Refund Policy for the full refund rules.

3A. Outbound no-show or cancellation on return bookings

Where a return journey is booked, if the outbound journey is cancelled or the passenger fails to attend the agreed pickup (a no-show), we reserve the right to cancel the associated return journey without further notice. The return journey will remain booked only if the customer explicitly informs our office that it is still required and we expressly agree to retain it.

Any decision to retain or reinstate the return journey is at our sole discretion, subject to applicable law. Cancellation under this clause does not automatically entitle the customer to a refund; any statutory refund rights remain unaffected.

4. Airport collections and flight monitoring

Where a valid flight number is supplied, we may monitor the flight to help plan the airport collection. Customers should provide accurate flight details and keep us informed of significant changes where possible.

5. Waiting time

Airport collections include up to 60 minutes of waiting time from the recorded landing time. Non-airport collections include up to 15 minutes of waiting time from the booked pickup time. Additional waiting may be charged at £20 per hour, calculated pro rata.

Meet & greet: Your driver will be waiting in arrivals with a name sign 30 minutes after your actual landing time. They will wait for 30 minutes; after this, further charges and/or cancellation may apply. 30 minutes of parking is included.

6. Child seats

Child seats are available for children when requested as part of the booking. Please tell us how many children are travelling and the seat requirements when requesting your quote so suitable seats can be arranged. The parent, guardian or accompanying customer is responsible for installing each child seat correctly in the vehicle before travel.

7. Passengers, luggage and vehicle choice

Please provide the correct number of passengers and describe luggage, mobility equipment and any bulky items when requesting a quote. We use this information to check that the vehicle can carry everyone and their belongings safely. If the selected vehicle becomes unavailable, we may offer a suitable alternative. We will discuss this with you before confirming the change, and confirm any change to the fare before you accept it.

Luggage must be stowed securely and must not obstruct seats, doors or the driver's view.

8. Booking confirmation and journey details

Please check your booking confirmation as soon as you receive it, including the date, pickup time, addresses, passenger and luggage details, flight number and agreed fare. Contact us promptly if anything is incorrect or missing. Keep the confirmation and any collection instructions available for your journey. Provide a current mobile number and keep it available near pickup time, especially for airport collections.

If you cannot locate your driver or collection details, call us using the contact details on your confirmation or website.

9. Changes to a booking

For changes to the date, time, route, passenger or luggage details, vehicle or stops, contact us by telephone or email. A change is subject to availability, may affect the fare and is not confirmed until we confirm it to you. Please do not rely on a change agreed only with a driver unless our office has confirmed it.

10. Routes and travel times

The driver will choose a safe and suitable route, taking account of traffic, roadworks, closures and conditions on the day. You may request a different route; the driver will consider whether it is practical and safe, and any fare change will be agreed before the route change is accepted. Please allow enough time for check-in in line with your airline and airport guidance.

We plan journeys carefully, but traffic, breakdowns, severe weather and other events outside our control can affect arrival times, so we cannot guarantee a particular arrival time or that a passenger will catch a flight. We recommend arranging suitable travel insurance.

11. Airport pickup details

For an airport collection, provide the flight number and the date and local landing time at the UK airport where you want to be collected. Please do not enter the flight's departure details in place of its UK arrival details. Tell us as soon as you can if the flight is significantly delayed or its details change. Flight monitoring can help us plan a collection, but depends on receiving accurate flight details and available flight information.

12. Waiting for your driver

If your driver has not met you at the agreed collection point, contact us before arranging alternative transport so we can try to help. If you leave without contacting us or waiting for the driver, any refund will be considered under the booking's cancellation terms and the circumstances of the journey.

13. Animals

Please tell us before booking if an animal will travel. Animals can be carried only when we have agreed this in advance and the vehicle is suitable. The animal must be secured safely in an appropriate carrier or restraint. Additional cleaning or repair costs may apply if an animal causes damage or cleaning beyond normal use.

14. Drivers and service partners

Your journey will be carried out by an appropriately licensed driver assigned to the booking. We will provide the available driver and collection details through the contact method agreed for your booking.

15. Damage and additional cleaning

Passengers are responsible for damage to the vehicle beyond ordinary wear and tear, and for cleaning needed because of an unusual spill or mess. Any charge will reflect the reasonable cost of the repair or cleaning required.

16. Contact

If you need to ask about or change a booking, contact us as soon as possible using the telephone number or email address shown on your booking confirmation or on our website.