Customer Terms & Conditions

1. Who you are contracting with

Your contract for the journey is with UKTRANSFER2016 LIMITED, a private hire operator licensed by Transport for London under licence number 009659. In these terms, "we", "us" and "the Company" mean UKTRANSFER2016 LIMITED, and "you" means the person making the booking and any passenger travelling under it.

If you book on behalf of someone else, you confirm that you have their authority to accept these terms for them, and you remain responsible for payment.

2. Operator Responsibility and TfL Compliance

In accordance with Regulation 9(14) of the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000, the contract for the provision of each private hire journey is established between UKTRANSFER2016 LIMITED (“the Company”) and you, the customer. The Company remains responsible for fulfilling every booking it accepts, whether the journey is carried out directly by the Company or allocated to a self-employed driver operating under its dispatch arrangements.

All journeys must be booked in advance through the Company and recorded in its booking system. Private hire vehicles cannot be hailed in the street or used to carry passengers without a valid booking recorded by the licensed operator.

3. Nature of the service

We are a private hire operator. We take your booking, price it, allocate a licensed vehicle and driver, handle payment, and support you before, during and after the journey. The driving itself is carried out by licensed, self-employed drivers operating under our dispatch. Every driver and vehicle assigned to your booking holds the private hire licences required for the area in which they operate.

4. Making a booking

A booking request is not accepted until we confirm it. Confirmation is sent by email, SMS or in-app message and contains your journey details, vehicle class and agreed fare. Please check that confirmation carefully and tell us straight away if anything is wrong.

You are responsible for giving us accurate and complete information, including pickup and drop-off addresses, flight numbers, contact telephone numbers, passenger and luggage numbers, and any special requirements. We are not responsible for delays, extra charges or failed pickups caused by information that was incorrect or incomplete when you gave it to us.

We may decline or cancel a booking at our discretion — for example where we cannot safely resource the journey, where the details given are unclear or incomplete, where payment cannot be taken, or where a passenger has previously behaved in a way covered by section 12. If we cancel a confirmed booking and you are not at fault, you receive a full refund.

5. Fares, fees and payment

Journeys are quoted as a fixed price at the time of booking. The price shown includes our booking fee and any VAT due on it, and is based on the journey, vehicle class, date and time you selected.

The quoted fare does not include, and may be added to your bill:

• Airport car park, drop-off and pickup charges where these apply to your chosen meeting arrangement.
• Waiting time beyond the free allowance set out in section 8, charged at the rate quoted at booking.
• Additional stops, changes to the route or extra distance requested after the journey has begun.
• Congestion Charge, ULEZ, Dartford Crossing, tolls and similar third-party charges where these are not already shown as included.
• Cleaning or damage charges under section 12.

We collect the total fare, deduct our commission and booking fee, and pass the balance to the driver who performed the journey. Payment is taken by the method agreed at booking. Where an account or on-arrival payment has been agreed, sums are due immediately on completion of the journey.

6. Changes to your booking

You can ask to change a booking at any time before the driver is dispatched, and we will do our best to accommodate it. Changes to the date, time, route, vehicle class or passenger numbers may change the fare; we will tell you the revised price before confirming. A change is only effective once we have confirmed it in writing — a message left with a driver is not a change to your booking.

7. Cancellations and refunds

• Cancel more than 12 hours before the scheduled pickup and you receive a full refund.
• Cancel within 12 hours of the scheduled pickup and the fare is non-refundable, unless the cancellation is caused by a flight cancellation we can verify.
• If the driver has already been dispatched or has arrived at the pickup point, the fare is non-refundable.
• Approved refunds are processed within 5 working days to the original payment method. The time it then takes to appear on your statement depends on your bank or card issuer.

Please cancel through the same channel you booked on, or contact our support team, so the cancellation is recorded against your booking.

8. Waiting time, flight tracking and no-shows

For airport pickups we monitor your flight where you have given us a valid flight number, and adjust the pickup to the actual landing time at no extra cost. Free waiting time is:

• 45 minutes from the time your flight lands, for airport pickups.
• 15 minutes from the booked pickup time, at all other locations.

After the free allowance, waiting time is charged at the rate quoted at booking. If you have not met the driver, and we have not been able to reach you, within 60 minutes of landing or 20 minutes at other locations, the booking may be treated as a no-show and the full fare becomes payable.

9. Choosing the right vehicle

Vehicle classes are shown with their passenger and luggage capacity at the point of booking. It is your responsibility to choose a vehicle that fits your party and your luggage, including pushchairs, sports equipment, musical instruments and oversized items. If you are unsure, contact us before booking and we will advise.

A driver may refuse to carry passengers or luggage in excess of the vehicle's licensed capacity or its safe load. Where that happens because the booking was under-specified, the fare remains payable and any replacement vehicle is charged as a new booking.

10. Child seats

Tell us at the time of booking if you need a child or booster seat, and give us the child's age and approximate height and weight so the right seat is fitted. Child seats are subject to availability and may carry a charge. Where you have not requested a seat in advance, the driver may be unable to carry the child, and the fare remains payable.

11. Assistance dogs and other animals

Assistance dogs are carried at all times at no extra charge, and no advance notice is required. Other animals may be carried by prior arrangement only, must travel in a suitable carrier or restraint, and are accepted at the driver's discretion. Cleaning charges under section 12 apply where an animal soils the vehicle.

12. Conduct in the vehicle

For the safety of everyone travelling, passengers must wear seatbelts, follow the driver's reasonable instructions on safety, and not smoke or vape in the vehicle. Alcohol may not be consumed in the vehicle. Our drivers are entitled to be treated with respect, and we do not tolerate abusive, threatening or discriminatory behaviour towards them.

A driver may end a journey where a passenger's behaviour is unsafe, unlawful or abusive, or where a passenger is intoxicated to the point of being a risk to themselves or others. In those circumstances the full fare remains payable.

Where a vehicle is soiled or damaged by a passenger, we will charge the reasonable cost of cleaning, repair and the driver's lost earnings while the vehicle is off the road. We will tell you the amount and provide evidence before charging.

13. Routes and journey times

The driver chooses the route, taking account of traffic, roadworks and road closures. If you would like a particular route, tell us at booking or tell the driver at the start of the journey; where it adds distance or time, the fare may be adjusted.

Journey times quoted are estimates based on normal conditions. When travelling to an airport, port or station, please allow a sensible margin for traffic, check-in and security.

14. Our liability to you

We will provide our services with reasonable care and skill. We are responsible for loss you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill.

We are not responsible for delays or losses caused by events outside our reasonable control — including traffic, accidents, severe weather, road or airport closures, industrial action, or acts of a public authority — nor for consequential losses such as missed flights, missed connections or lost bookings where we have met our obligations under these terms.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law. Your statutory rights as a consumer are not affected.

15. Lost property

Please take all your belongings with you when you leave the vehicle. Items found are logged and held securely, and we and our drivers will make reasonable efforts to return them to you; return by courier or by a dedicated journey is charged at cost. Unclaimed items are held for 28 days and then disposed of. We are not liable for loss of or damage to property left in a vehicle.

16. Complaints

If something goes wrong, contact our support team with your booking reference and we will acknowledge your complaint within 2 working days and aim to resolve it within 14 days. If your complaint concerns a licensed driver or vehicle and you are not satisfied with our response, you may also raise it with Transport for London.

17. Your personal data

We process personal data in line with UK GDPR and the Data Protection Act 2018, to manage bookings, take payment, allocate drivers and handle feedback. We do not sell your data. Full details of what we collect, why, and the rights you have are set out in our Privacy and Security Policy.

18. Changes to these terms

We may update these terms from time to time to reflect changes in the law, in regulation, or in how we operate. The version published on our website at the moment you book is the version that applies to that booking.

19. Governing law

These terms are governed by the law of England and Wales, and disputes arising from them are subject to the exclusive jurisdiction of the courts of England and Wales.

20. Contact us

UKTRANSFER2016 LIMITED, 10–16 Tiller Road, London, E14 8PX. Booking enquiries, changes and complaints can be sent through the contact details published at uktransfer2016.com.