Terms and Conditions
By making a booking with us, the first named person on the booking agrees on behalf of all persons detailed on the booking that he/she:
read these Agency Terms & Conditions and agree to be bound by them;
consents to our use of personal data in accordance with our Privacy Policy and is authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable, special categories of data (such as information on health conditions or disabilities) ; and is over 18 years of age ; accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Booking/ Booking Confirmations
For bookings done online, we will send you 2 emails. The first email will be a receipt of your travel detail which acknowledges that the booking has been received and is being processed.
Bookings will be confirmed via email if a valid email address is provided. It is passenger’s or booker’s responsibly to double check the email confirmation to ensure that the provided booking details are correct.
Should you not receive this email within 12 hours from time of booking, please contact us. (Emails tend to go into the Junk and Spam folders).
Vehicle (8 or 7 passengers max per vehicle)
It is the booker’s or passenger’s responsibility to ensure that they reserve or book the correct size vehicle based on the guidelines shown on the website. This is to ensure that the vehicle can take the number of passengers and luggage booked for.
If the passenger has provided incorrect number of passengers and luggage, the driver reserves the right to refuse to carry the passengers. The passenger is liable to pay the full fare to the driver in such a scenario.
If the ordered vehicle type/size is not available, a larger size vehicle will be allocated. None of our vehicles have wheelchair accessibility. We accept fordable wheelchairs or walkers . These are all considered as additional luggage.
Prices
All prices are quoted per vehicle and in Euros. (8-7 passengers max per vehicle)
Fixed price- The price you see in the confirmation e-mail is the price you pay.
Prices are based on passengers & destinations (between 10PM to 5AM we add 15€ night charge per vehicle.)
Prices are quoted to drive through the most economical route. If the passengers nominate a route to their preference, the passengers will be liable to pay the extra charges or waiting amongst other charges.
Payments
Payments can be made by the following methods:
Cash (in Euros) or credit card to the driver at the time of transfer
Pay with Credit or Debit card online or over the phone (subject to verification and fraud screening).
Airport Pickups, flight delays, delays due to immigration and baggage reclaim
Airport pickups
Meet and greet service is provided on all airport pickups. The driver will meet the passengers in the airport arrivals hall with a name board. Meeting points for each airport terminal will be specified in the booking confirmation email.
Flight Delays
If the flight is delayed, the “requested pick-up time” will be adjusted according to the actual “flight landing time”. This is so that the driver is present in the arrival hall at the correct time. There are no additional charges for any flight delays.
Delays in immigration and baggage reclaim:
It’s the booker’s or passenger’s responsibility to inform us of these delays.In the event of any delays reaching more than 45min in the checking area contacte us or send one Person from your party to the representative meeting point.
Waiting time
The driver will be waiting for you at the arrival hall at the time of transfer specified in the Confirmation.
Included” waiting time for:Airport arrival is 60 minutes.Train arrival is 30min.
15 minutes for all other departure points. Free” waiting time is calculated from the time specified in your reservation. In case your flight, train or boat arrives earlier, please wait until the time specified in the reservation.
In case your flight is delayed, “free” time is added to the new landing time.
Missed Flights:
In the event of a missed flight, it is the passenger’s or booker’s responsibility to inform us immediately by calling us, so that we can notify the driver to not enter the airport for pickup.
If the journey was pre-paid, the fare will be refunded after deducting 5e for bank charges. However, if the passenger wishes to take a later flight, we can reschedule the service at no extra cost.
Failure to notify this to us on time, the passenger or booker will be liable to pay the full fare. If it is pre-paid, the fare will not be refunded.
Hotel and address pickups
Pickups from residential addresses, hotels, offices and other venues are allowed 15 minutes of free waiting time from the actual time book.
Eurostar and Station Pickup
The driver will pick up from the designated pickup point outside the station (not taxi rank). Exact meeting points for these locations will be specified in the confirmation email with maps for guidance. As soon as you arrive, give us a call and the driver will be instructed to arrive at the designated pickup point.
If there are any delays, it’s the passenger’s or booker’s responsibility to inform the company. In such a scenario, especially if the delay is significant, the driver will be withdrawn and the availability will be reassessed based on the new times provided.
Booking Cancellations and changes
A booking of transfer can be cancelled or changed in advance by giving 12 hours’ notice prior to the transfer time.
To cancel or change any bookings, you must contact our customer service team.
You do not cancel or change a booking with our drivers.
What if I cannot find my driver?
The driver will meet the passengers in the airport arrivals hall with a name board.Sometimes,it can be difficult to find the driver if the pickup location is very busy. It’s the passenger’s or booker’s responsibility to contact the company by phone to ensure that both, the driver and passenger, meet each other. In the event that the passenger does not contact the company by calling and seeks out an alternative mode of transport, the transfer this will be considered as a “no show” and the passenger or booker will be liable to pay the full fare. If the journey is already prepaid, the payment will not be refunded.
Additional Drop offs and Pick ups
Additional drop offs and pickups can be added to a journey for an extra charge. This charge will be a minimum of 5e per diversion, depending on actual mileage.
Liabilities
The company cannot be held responsible for any financial losses, missed flights, trains, ship or meetings because the car did not arrive for pickup or reach the drop off on time due to adverse weather, vehicle breakdown, traffic conditions, road traffic accidents, road closures, restricted access areas and event destruction.
In unexpected incidences such these, we will call and inform the customer as soon as we are aware of the delay and it is passenger’s responsibility to make the decision to wait for our car to arrive or to make alternative travel arrangements.
Company accepts no responsibility for any loss or damage to property, howsoever such loss or damage may be caused.
company cannot be held responsible for being given the wrong booking information by the customer.
If the customer booked online and received a reference number but not received the booking confirmation email from us, they must contact us.
Refunds
Refunds will be issued on the following conditions:
All pre-paid bookings booked with a credit card or debit card; cancellations must be notified 12 hours prior to the actual pick up time.
In the event of a missed flight, it is the passenger’s or booker’s responsibility to inform us immediately by calling us. If the journey was pre-paid, the fare will be refunded after deducting 5e for bank charges.
All refunds are subject to minimum fee of 5e (bank charges).
Refunds will not be issued under below circumstance :
- If cancellations are notified less than 12 hours from pickup time.
- If the passenger books the transfer for a wrong date, wrong flight number and other misleading information.
- If the passenger leaves the pickup point without informing us for any reason whatsoever.
Pets
If you are travelling with a pet, you must notify us at the time of making the booking. If you are travelling with a assistance/guide dog, a secure lead/harness for the dog must be present.
Apart from assistance/guide dogs, all the other pets must be kept in a secure cage which has a secure litter tray to avoid any stains or damages to the car surface.
For any damages caused by pets including fouling or staining the vehicle, there will be 30e charge for a cleaning. More sever damages like scratches to the vehicle interiors, the charges will be asses based on the damage caused.
It is the owner’s responsibility to get their pets on and off the vehicle, and ensure that all pets are supervised and behave appropriately throughout the journey.
If a assistance/guide dog or pet is found to be threatening or aggressive, the driver has the right to refuse the service and you will liable to pay the full the fare of the journey.
Eating and Drinking
Food and drinks are generally not allowed in the vehicle without the driver’s discretion. If you wish to have a small snack or drink in the vehicle, please speak with the driver. Consumables that leave a strong odour are strictly not allowed. Passengers are responsible to keep the vehicle clear during the journey.
Spills, dropped crumbs, litter and stains will be charged at 30GBP for cleaning the vehicle. Other damages which are more sever will be assessed and charged accordingly.
Carrying, loading and unloading luggage
Drivers cannot leave the vehicle unattended. Passengers must bring their luggage to the vehicle as the driver cannot collect luggage from your door step, inside the house or hotel reception. It’s the passenger’s responsibility to carry, load and unload luggage to and from the vehicle. Drivers may help you as a goodwill gesture, on request. .
It’s the passengers’ responsibility to ensure that their belongings are not left behind or lost at the time of loading, unloading or carting to the vehicle. The company or driver will not accept any liability for loss or damages to your belonging during this process.
Getting on and off the vehicle
It’s the passenger’s responsibility to get into and out of the vehicle. Drivers may assist a passenger on request as a gesture. Neither the company nor the driver will not accept any liability for injuries and damages caused during this process.
Lost property
It’s the passenger’s responsibility to ensure that no belongings are left in the vehicle. In the event of property being left in the vehicle, we will gladly organise the return of such items if you cover the re-delivery, postage and packaging costs. We do not accept any liability for damages caused to belongings during re-delivery of lost items.