Terms of Service

1. Booking & Confirmation

When you submit a booking on our website or call us, you are offering to engage our services. We accept your offer by confirming the booking (via email or SMS).

• Booking is confirmed immediately once you submit the form (for guests) or 2 minutes after call confirmation
• You'll receive an SMS + email with booking reference (RT-XXXXX), driver details, and pick-up time
• Changes must be made 2 hours before pick-up (online or by calling us)

2. Pricing & Payment

• Fixed routes (airports): price shown is final (e.g. Stansted £45, Heathrow £136)
• Local bookings: price is an estimate based on current route data. Final fare may vary by ±10% due to traffic, route changes, or wait time
• Payment: cash or card (Contactless/Apple Pay/Google Pay) on completion. No deposit required
• Quotes are valid for 1 hour: after that, re-quote before confirming

We reserve the right to refuse service if you refuse to pay or if a vehicle is not available.

3. Cancellation Policy

FREE cancellation: up to 2 hours before pick-up

• Cancel online via your account, or call us: 07988 887871
• No charge, no questions asked

WITHIN 2 hours of pick-up: cancellation fee applies (50% of fare)

• You'll need to call us directly: 07988 887871
• Please provide a good reason (genuine emergency); we're understanding but may still charge

4. No-Show Policy

• If you don't show up for your booking, you may be charged 100% of the estimated fare
• We'll wait for 5 minutes; after that, your spot is cancelled
• If this happens repeatedly, we reserve the right to refuse future bookings

Exception: if there's a genuine emergency, call us immediately to reschedule

5. Acceptable Use & Conduct

You must not:

• Be abusive, aggressive, or disruptive toward our driver or staff
• Eat or drink in the vehicle (except water in a sealed bottle)
• Smoke, vape, or use drugs in the vehicle
• Bring animals (except registered assistance dogs)
• Bring hazardous or illegal items
• Damage the vehicle
• Leave the vehicle unclean (e.g. vomit, rubbish)

Breach of these terms may result in refusal of service, no-show charges, or police involvement.

6. Amendments

You can amend your booking (time, destination, passenger count) up to 2 hours before pick-up:

• Changing the destination: re-quotes you the new fare; must confirm before amendment is saved
• Changing the time: re-books you and recalculates surge/late-night pricing if applicable
• Adding/removing passengers: no charge, just update passenger count

After 2 hours, please call us: 07988 887871

7. Recurring Bookings

When you set up a recurring booking (e.g. weekly school run), it will automatically create bookings on your chosen days/times until you pause or delete the template.

• You can cancel or amend any single booking without affecting the series
• Public holidays are excluded (if you've enabled that option)
• Recurring bookings get a 10% discount on standard fares
• You can pause or resume your template anytime

8. Liability & Insurance

We are fully insured for hire and reward. Our public liability insurance covers up to £6 million.

• We are not liable for personal injury or death caused by your own negligence
• We are not liable for loss or damage to personal items in the vehicle (keep valuables with you)
• We are not liable for delays, missed connections, or other indirect losses
• Damage to the vehicle caused by you will be charged (repair costs)

For injuries or damage, contact us immediately: 07988 887871

9. Lost Property

• If you lose an item in our vehicle, contact us within 24 hours: 07988 887871
• We'll check the vehicle and contact you within 1 week if found
• We hold lost items for 30 days; after that, they may be disposed of

We are not responsible for loss or damage to lost items.

10. Driver Tracking & Safety

When you book, you have the option to share your real-time location with our driver via our tracking feature. This is for your safety and convenience.

• Tracking data is encrypted and auto-deleted after 24 hours
• Your location is never shared beyond our driver and customer
• You can disable tracking at any time

11. Accessibility

We provide wheelchair-accessible vehicles (WAVs) at no extra charge. Request WAV when booking or call ahead if you have accessibility needs we should know about.

12. Governing Law

These terms are governed by English law and the jurisdiction of the courts of England and Wales.

13. Changes to Terms

We may update these terms from time to time. Changes will be posted here with an updated "last modified" date. Your continued use of our service implies acceptance of the updated terms.