Terms & Conditions

1. DEFINITIONS AND INTERPRETATION

1.1. "Account" means a customer account which has been opened by the Company in respect of a particular Customer and is identified by way of an allocated security number (the "Customer Account Number")

1.2. "Account Customer" means any Customer which the Company provides Account Services in respect of a particular Booking and which shall include any representative of the Customer which makes the Booking or uses the Services pursuant to such Booking.

1.3. "Account Services" means the Services provided by the Company to an Account Customer, in accordance with clause 4 prior to making any Bookings.

1.4. "Booking" means a Customer's request for Services howsoever communicated to the Company as evidenced by the Company's records.

1.5. "Business Day" means a day (excluding Saturdays, Sundays and public holidays) which is also a day on which clearing banks in the City of London are open.

1.6. "Cancellation Fee" means a fee charged by the Company for the cancellation of the Services by the Customer prior to the booked collection time or after the Passenger Vehicle has departed to fulfil the Booking (whether or not it has arrived at the Collection Address) as detailed in the Price List (such fees will be higher for collection outside of London).

1.7. "Cash Customer" means a Customer which chooses to pay for the Services by cash, which is collected by a Driver on behalf of company, in accordance with clauses 2.2 and 3.2.

1.8. "Cash Services" means Services provided by the company to the Customer, to be paid for by the Customer to the company by way of a cash payment.

1.9. "Contract" means a contract for the provision of the Services to the Customer and each such Contract shall incorporate these Terms.

1.10. "London" means the areas defined as Zone 1 Zone 2 and Zone 3 in the map of the London Underground as varied from time to time by Transport for London.

1.11. "Charges" means the Company's charges shown in the Price List or other published literature.

1.12. "Christmas Period" means between 18:00 hours on 24 December to 18:00 hours on 26 December, in any year.

1.13. "New Year's Period" means between 18:00 hours on 31 December to 18:00 on 1 January, in any year.

1.14. "Collection Address" means the address stated by the Customer at the time of making the Booking as the address from which the Vehicle shall collect the Customer, any Passengers or the Goods.

1.15. "Company" means AZ Executive Transfer.

1.16. "Credit and Debit Card Services" means Services provided by the Company to the Customer, to be paid for by the Customer to the Company by way of a credit or debit card payment.

1.17. "Customer" means any person(s), firm or company to whom the Company provides Services.

1.18. "Driver" means any person who provides his/her services, for the transportation of Passengers by a Passenger Vehicle, to the Company pursuant to a contract for services.

1.19. "Goods" means any goods transported by the Company pursuant to a Contract.

1.20. "In Writing" means any written communication including email and SMS.

1.21. "Passenger(s)" means the Customer and such persons who the Customer shall authorise and/or permit to make use of the Passenger Services by travelling in a Passenger Vehicle.

1.22. "Passenger Vehicle" means any vehicle provided by the Company for the carriage of Passengers.

1.23. "Price List" means the list maintained by the Company of its Charges relating to the Services from time to time and a current copy of which can be obtained on request.

1.24. "Services" means: (a) the transportation of Passengers by car and (b) the carriage or delivery of Goods by vehicle in the UK or any other services agreed in writing between the Company and the Customer from time to time.

1.25. "Terms" means these terms and conditions, as amended from time to time, to which the Passenger(s) agree upon using any of our services.

1.26. "Extra Waiting Time Fee" means a fee charged to the Customer by the Company in accordance with clauses 2.3.5, 2.3.6, 2.3.7 or 2.3.8 as detailed in the Price List.

2. PASSENGER SERVICES

2.1. Credit and Debit Card Services

2.1.1. When making a Booking for the Credit and Debit Card Services, the Customer must elect to pay the Company for the Services either by way of a credit card or a debit card payment, details of which shall be processed by the Company.

2.1.2. In consideration for the performance of the Credit and Debit Card Services, the Customer shall pay the Charges by way of a credit or debit card payment in accordance with clause 2.1.1. Such Charges shall include a card handling fee (as detailed in the Price List).

2.2. Cash Services

2.2.1. When making a booking for Cash Services, the contract shall be made as between the Company and the Customer in relation to Cash Services.

2.2.2. In consideration for the performance of the Cash Services, the Customer shall pay the charges to the company through company's assigned Driver upon completion of the Services.

2.2.3. In respect of Cash Services, payment shall be made in cash and the Driver shall not accept any other form of payment without paying a handling fee.

2.2.4. The company reserves the right to accept Cash Services at its own discretion, as this is no longer an accepted standard payment method. Cash Services can only be booked with the assistance of an operator, via phone, email or by chat online.

2.3. Passenger Services - Fees and Charges

2.3.1. The price provided to the Customer at the time of making the Booking shall be based on the journey specified by the Customer at the time of Booking (the "Original Journey"). Should the Customer wish to take a specific route the Company reserves the right to charge an additional charge.

2.3.2. The Company reserves the right to charge the Customer for any additional costs incurred as a result of any variation or deviation from the Original Journey.

2.3.3. The Company shall be entitled to vary the Price List from time to time by giving not less than 5 Business Days written notice to the Customer.

2.3.4. If a Booking is cancelled by the Customer on or after arrival of the Passenger Vehicle at the Collection Address within London, a Cancellation Fee shall be charged.

2.3.5. The Customer and Passenger(s) shall be ready for collection at the stipulated time. The Company will allow a maximum of 10 minutes free waiting time from a regular address. After 10 minutes, a Waiting Time Fee applies. After 10 minutes of no contact, the booking will be automatically considered cancelled due to "no show" policy.

2.3.6. For collections from a London airport (Heathrow, Gatwick, Stansted, Luton, London City or Southend) or major port/cruise terminal (Southampton, Portsmouth, Dover, Harwich, Tilbury), the Company will allow a maximum of 20 minutes free waiting time. After 20 minutes of no contact, the booking will be automatically considered cancelled due to "no show" policy.

2.3.7. For collection from a London train station, the Company will allow a maximum of 10 minutes free waiting time from the scheduled pick-up time. The "meet & greet" service is not offered as standard and is optional at an additional charge of £15. After 10 minutes, a Waiting Time Fee applies.

2.3.8. All parking fees will be chargeable to the Customer for collections from airports, ports, train terminals or any address requiring paid parking.

2.3.9. Any alternative pick-ups, drop-offs or variations from the Original Journey may result in additional charges as detailed in the Price List.

2.3.10. In the event that the Customer requires more than four (4) passengers to travel in a Passenger Vehicle, additional charges may be levied for the provision of a larger vehicle.

2.3.11. The Company shall be entitled to exercise a lien over any property belonging to the Customer in its possession pending payment of any Charges.

2.3.12. The Company reserves the right to charge the Customer a surcharge for all journeys made during the Christmas Period and Public Holidays.

2.3.13. The Company reserves the right to charge the Customer a fee for extras including baby seat and extra luggage.

2.3.14. The Company reserves the right to decline carriage to any Passenger(s) whose booking details at the time of pick-up do not match those of the Original Journey.

2.4. Passenger Services - General

2.4.1. The Company may, in its absolute discretion, decline to accept any Booking.

2.4.2. The Company shall use reasonable endeavours to provide a Passenger Vehicle in good working order of the type specified by the Customer within any time given or within a reasonable time.

2.4.3. In providing the Passenger Services, a Driver shall choose, at his/her sole discretion, the route from the Collection Address to the Customer's destination.

2.4.4. Customers must inform the Company at the time of making a booking if any Passenger wishes to carry any domestic animals. Guide dogs are exempt and are permitted to be carried in any Passenger Vehicle.

2.4.5. Passengers are not permitted to smoke in any Passenger Vehicle.

2.4.6. Passengers shall not play any musical instrument or recorded music in any Passenger Vehicle except with the written permission of the Company.

2.4.7. Passengers shall not consume alcohol in any Passenger Vehicle except with the written permission of the Company. The Company reserves the right to decline carriage to any Passenger who, in its opinion, is intoxicated.

2.4.8. Passengers shall remain responsible at all times for their personal luggage.

2.4.9. The Company accepts no responsibility for the loss or damage to any luggage transported in a Passenger Vehicle.

2.4.10. Passengers are required to comply with current customs laws and regulations.

2.4.11. All Passengers are required to use seatbelts at all times.

2.4.12. The Company will allow unaccompanied children of 14 years of age or less to travel alone in a Passenger Vehicle at its own discretion. When booking for any child less than 14 years of age the caller must inform the Company. Child seats are not a requirement in Private Hire Vehicles; you can bring your own seat, but this cannot be stored with the driver.

2.4.13. The Company reserves the right to refuse to transport any Passenger who behaves in a disorderly, threatening or abusive manner. The Company is committed to providing services in accordance with the Equality Act.

2.4.14. The Company reserves the right to charge reasonable cleaning charges plus three hours loss of earnings for the driver at £20 per hour in the event of spillages or if any Passenger vomits or otherwise soils or damages a Passenger Vehicle.

2.4.15. Any dates, periods or times specified by the Company are estimates only and time shall not be of the essence for the performance by the Company of its obligations under the Contract.

2.4.16. The Company shall not be responsible for any property left by Passengers in any Passenger Vehicle. Lost property will be stored by the Company for a period of 1 year and thereafter the Company shall be entitled to dispose of such property as it sees fit.

2.4.17. The Passenger shall be responsible for covering the cost of extra charges in the event of a delay caused by a 3rd party (immigration, luggage claim queues, lost property or delays caused by the airport/airline).

3. ACCOUNT SERVICES

3.1. Bookings and Charges

3.1.1. Prior to making any Booking for Account Services, the Customer must first open an Account with the Company.

3.1.2. When making any Booking for Account Services, the Customer must quote its Customer Account Number.

3.1.3. The Company shall be entitled to assume that any Booking made in accordance with this clause is duly authorised by the Customer.

3.1.4. The Customer shall pay the Charges and administration fee as invoiced by the Company, within 30 days of the date of invoice.

3.1.5. Payment shall be made by direct debit (which is the Company's preference) or alternatively by cheque, telegraphic transfer or BACS.

3.1.6. The Company shall be entitled to charge an administration fee of up to 20% of the Charge unless otherwise agreed.

3.1.7. The Company shall invoice the Customer each month in respect of Account Services carried out during the previous month.

3.1.8. In the event of non-payment by the Due Date, the Company shall be entitled to charge interest at a rate of 0.5% per day on any outstanding amount.

3.1.9. The Company may at any time set a limit on the total credit given to any Customer.

3.1.10. Any dispute in respect of the Charges shall be submitted in writing within 7 days of receipt of the relevant invoice.

3.1.11. When an Account is terminated, the Customer shall pay all outstanding Charges owed to the Company as at the date of termination.

3.2. Passenger Services Clauses 2.3 and 2.4 shall apply to all Passenger Services made by an Account Customer.

4. MISCELLANEOUS

4.1. Where the Company has quoted a price, the quoted price shall be valid for 24 hours only or such other time as the Company may specify.

4.2. A maximum time of 20 minutes for normal bookings and 30 minutes for airport/port bookings will be allocated, after which time non-contact with Customer will classify the booking as a "no-show".

4.3. The Company uses Google Maps to improve the website user experience. However, the Company does not assume any responsibility for map accuracy, distance or time displayed by Google Maps. If the Customer wants to know the exact distance or average time of a journey, they should call us on 0044 20 3983 7834.

4.4. The Company is committed to protecting the privacy of its Customers and will only use information collected lawfully in accordance with the Data Protection Act 1998. Information is collected to process reservations and to provide the best possible service. The Company will never collect sensitive information without explicit consent.

4.5. Our website uses analytical cookies to recognise visitors and improve the website experience.

5. GENERAL

5.1. As a Private Hire Operator, we are required to enter into a contractual obligation with the passenger to provide the journey which is the subject of the booking.

5.1.1. We as a London PHV operator are responsible for both accepting the booking as well as the provision of the journey.

5.1.2. The contract is created between us (London PHV operator) and the passenger for the booking as well as the provision of the transportation services.

5.1.3. Fares for the journey will be collected by the operator or collected by the driver on behalf of the operator.

5.1.4. Only the operator can cancel a booking with a passenger.

5.1.5. Any liability in relation to the transportation services belongs to the operator.

5.2. The Customer shall be liable for any damage caused by Passengers to any Passenger Vehicle.

5.3. Any complaints relating to the Services shall be made in writing within 7 days of the event. In case of serious incidents, customers can make a complaint to Transport for London. In case of emergencies always contact emergency services by calling 999 or 101.

5.4. Termination of this Contract shall be without prejudice to any rights and/or obligations accruing prior to the date of termination.

5.5. Any notice required shall be in writing and may be given personally or sent by prepaid registered post to the other party at its registered office or principal place of business.

5.6. A person who is not a party to any Contract shall not have any rights under or in connection with it.

5.7. The Company reserves the right to amend these Terms at any time upon written notice to the Customer.

5.8. The use of the Company's website is also governed by the Website Acceptable Use Policy.

6. CANCELLATION AND AMENDMENTS

6.1. Customer can cancel the booking at any point before pickup. If cancelled before the deadline, customer receives a full refund. If cancelled after the deadline, customer receives no refund. The cancellation deadline is mentioned in the booking confirmation email.

6.2. Customer can amend address, vehicle, date or time before the deadline. After the deadline has passed, the company will not be able to make any changes.

6.3. Amending address, vehicle, date or time may cause a change in price.

6.4. If amendments cause a change in price and new price is more than the actual price, customer is required to make an additional payment before changes are confirmed (card/PayPal bookings).

6.5. If amendments cause a change in price and new price is more than the actual price, customer is required to agree to a new price before changes are confirmed (cash bookings).

6.6. The Company has the right to amend/upgrade the vehicle where the requested vehicle is not available. The Company will ensure the amended/upgraded vehicle is suitable for the journey.

7. CHARGES AND FEES

7.1. Waiting Time Fees

Non-Airport pickup address:

• 0–10 minutes = free of charge
• After 10 minutes = £5 per 15 minutes for Saloon, Estate & MPV
• After 10 minutes = £7.50 per 15 minutes for Executive & Minibus

Airport pickup address:

• 0–20 minutes = free of charge
• After 20 minutes = £5 per 15 minutes for Saloon, Estate & MPV
• After 20 minutes = £7.50 per 15 minutes for Executive & Minibus

7.2. Other Charges

• Diversion or stop on the way = Charge per extra miles plus £5 for each additional stop
• Meet & Greet at airport = £15 (additional)
• Credit/Debit card payment fee = £0.00

7.3. Travelling with Pets

Transport for London enforces that all licensed London minicabs offer their services to guide dog users without extra charge. Pets are allowed within certain vehicles only — please pre-book this requirement. A flat £10.00 charge applies and the pet must travel within a safe cage or secure harness (this is a legal requirement).

Child seats are not a requirement in Private Hire Vehicles. You can bring your own seat, but this cannot be stored with the driver. For more information visit gov.uk.