General Terms & Conditions

Terms & Conditions of Use

 

The following lays out the terms and conditions between ​PERSONAL CLASS TRAVEL LTD​, the customer & the passenger. By booking a journey or using the services of ​PERSONAL CLASS TRAVEL LTD​ the passenger agrees to all the terms and conditions stated and agrees to abide by them and accept all the conditions as laid below. The Terms and Conditions stated in this document overrule any previous Terms & Conditions. Any early Terms and Conditions are now considered null and void, and this version is the most up to date and therefore the currently active version

Definitions For the purpose of these terms and conditions the following terms will be used, and their meanings will be as follows:

  1. “Company” – For the purposes of these terms and conditions “​Company” will refer to ​PERSONAL CLASS TRAVEL LTD and any company owned wholly or partly by ​PERSONAL CLASS TRAVEL LTD​. It will also refer to any brand name operated by ​PERSONAL CLASS TRAVEL LTD​ or any other company owned wholly or partly by ​PERSONAL CLASS TRAVEL LTD​ or any agents acting on behalf of ​PERSONAL CLASS TRAVEL LTD
  2. “Customer” – For the purposes of these terms and conditions “Customer” shall refer to the name of the person or company whose name the booking is made in. This shall be the person or company whose details have been given at the time of the booking, or whose account has been used to make a booking
  3. “Passenger” – For the purposes of these terms and conditions “Passenger” shall refer to any person who is travelling in the vehicle for any duration of time whilst the journey is underway. This is not exclusively the “customer”
  4. “Vehicle” – For the purposes of these terms and Conditions “vehicle” refers to the vehicle being used to facilitate the journey regardless of size, make, age, fuel type or any other category
  5. “Driver” – For the purposes of these terms and conditions “driver” refers to the operator of the vehicle
  6. “Journey” – For the purposes of these terms and conditions “Journey” refers to the journey undertaken by the driver for the purposes of a booking
  7. “Subcontract” – for the purposes of these terms and conditions “subcontract” refers to the process of passing a booking onto a third party
  8. “Pick Up” – For the purposes of these terms and conditions “Pick Up” refers to the address given for the journey to commence. This is where the driver shall meet the passengers
  9. “Destination” – For the purpose of these terms and conditions “destination” refers to the address given for the journey to be completed
  10. “Advanced Booking” – For the purposes of these terms and conditions “Advanced Booking” refers to any booking made for any time other than as soon as possible
  11. “Immediate Journey” – For the purposes of these terms and conditions “Immediate Journey” refers to any journey where the travel is required ASAP
  12. “Pre-Pay – For purposes of these terms and conditions “Pre-Pay” refers to payment being taken in full prior to the journey commencing
  13. “Cash” – For the purposes of these terms and conditions “Cash” refers to payment being made to the driver either at the end of the journey, or prior to the start of the journey, either in cash or by card using an in-car card reader
  14. “On Account” – For the purposes of these terms and conditions “On Account” refers to payment being made later.
  15. “Fixed Fare” – For the purposes of these terms and conditions “Fixed Fare” refers to any journey that has a fixed fare regardless of time and distance

16 “Mileage Rate” – For the purposes of these terms and conditions “Mileage Rate” refers to any journey that is not a Fixed Fare, and the price of the journey is calculated using the time and distance required to undertake the journey

  1. “Soiling” -For the purposes of these terms and conditions “Soiling” refers to any mess being made in the vehicle that requires cleaning. This can include, but not exclusively, vomiting, urination, faeces, soil to include mud and other earthly matter, food and drink spillage
  2. “Duration of time” “Period agreed” – For the purposes of these terms and conditions “duration of time” or “Period Agreed” when used in connection with Homecheck by Personal Class Travel refers to the length of time the customer has booked Personal Class Travel Ltd to visit their property

 

 

 

Terms & Conditions

  1. Legal Responsibilities Nothing contained in these terms and conditions are intended to overrule the company’s legal obligations, or the customers or passengers’ legal rights. The law of the territory or land the journey is undertaken in shall always remain the overriding factor
  2. Bookings

2.1 The company agrees to provide a service whereby the customer can book a journey in a private hire vehicle from any point in the UK to any other point in the UK

2.2 The company agrees to provide a licensed Private Hire Driver and licence Private Hire Vehicle to the customer to facilitate a journey that is licenced by an authority where the company holds a valid Private Hire Operators Licence

2.3 The company retains the right to provide a licenced Hackney Driver and a Licenced Hackney Carriage Vehicle from an authority where the company holds a valid Private Hire Operators Licence

2.4 The company retains the right to provide a licenced Hackney Driver and a Licenced Hackney Carriage Vehicle from an authority where the company does not hold a valid Private Hire Operators Licence at the company’s discretion

2.5 The company retains the right to subcontract any booking to any other company or person that holds a valid Private Hire Operators Licence at the company’s discretion, regardless of where the other companies Private Hire Operators Licence is held.

2.6 The company will retain all the details of the booking for a period of at least 12 months, or longer if required by an authority where a Private Hire Operators Licence is held, and is required as part of the conditions of such licence

2.7 The customer agrees to provide the correct pick up address and destination to the company at the time of booking. The company cannot be held responsible if a driver attends the address provided, and this is incorrect

2.8 The company will be under no obligation to undertake any journey if the pickup or destination address given at the time of the booking is incorrect. Any changes to the destination, or alterations to the journey will be entirely at the company’s discretion. The company will not be responsible for any costs incurred as a result of the company refusing to accommodate any alterations.

2.9 The customer agrees to provide the correct date and time of the required pick up. The company cannot be held responsible if a driver attends a pickup at the date and time given, and this is incorrect.

2.10 The customer agrees to provide a correct mobile phone number for the passenger at the time of booking, and the customer and passenger agree that this number may be given to the driver. The company cannot be held responsible of the driver attends a booking at the correct date, time and location, and is unable to contact the customer due to the number being incorrect. In this situation 5.6 will apply

2.11 The company agrees to allow the customer to request a driver. The customer agrees that the company is under no obligation to provide any driver that is requested. The customer agrees that this is just a request and will depend on the driver’s availability. The company has no control over the driver’s availability. If the driver requested is not available for the journey, the company agrees to attempt to provide an alternative driver with a similar vehicle, or one of a greater category at no extra cost. However, the company does guarantee this will always be possible.

2.12 The customer is permitted to book a Journey up to 12 months in advance

2.13 Whilst every attempt will be made by the company to provide a driver and vehicle for every booking, the company is under no obligation to do so. When the company confirms a booking, it agrees to attempt to provide a vehicle and driver to facilitate the journey. If the company is unable to provide a licensed vehicle and driver the booking shall be cancelled, and the customer will be advised, and any monies already paid refunded as soon as is practical to do so. The company will not be responsible for any costs incurred by the customer as a result of a booking being cancelled by the company

2.14 The company allows the customer to choose from a variety of categories of vehicle when booking. Whilst the company will make every effort to provide a vehicle from the category it is under no obligation to do so, and may provide a vehicle from a different category at its discretion, although at no time shall the vehicle provided be of a lesser category than that which has been booked

2.15 The company agrees to provide full driver and vehicle details to the customer prior to the journey commencing. These details will include the drivers name, vehicle make, model, colour and registration number.

2.16 Should the company subcontract any booking to a 3rd party company or person, then the company will be under no obligation to provide any driver details. Instead the company will provide the full details of the company the booking has been subcontracted too. The company recommends the customer contact the 3rd party directly should confirm the driver and vehicle details

2.17 The customer must provide a valid and operational UK mobile phone number for the passenger prior to the booking taking place. If a valid and operational UK mobile phone number for the passenger can not be provided an alternative valid and operational UK contact number be provided for some one who can easily contact the passenger. If neither of these can be provided, the company must be able to contact the passenger in real time via either Whatsapp or email. If none of these forms of contact can be provided, then the company agrees to still attend the booking at the booked date and time, however in the event of a no-show, the customer agrees to waive the companies requirement to contact the passenger on arrival at the pickup address at the booed date and time as per 6.6,  or having attempted to make 3 attempts to contact the passenger before the driver departs after the specified time as per 6.8. Should contact between the company and the passenger be possible, by some way other than UK Mobile Number, Whatsapp or Email, the customer is to obtain approval from the company prior to the booking that any other such means of communication is acceptable to the company. The company reserves the right to refuse the use of any other form of communication with the passenger other than UK mobile, Whatsapp or Email

3 Vehicle Categories and Service Levels

3.1 The company agrees to make available several different categories of vehicles and service levels. Economy, Standard, Premium, Estate, MPV & MPV+

3.2 Economy is the basic level of vehicle and service. An economy vehicle will be any vehicle that a Local Authority may provide a vehicle licence to. No additional services are offered by the company when a booking is made using the Economy Service. The vehicles will be licenced to carry a maximum of 4 passengers and carry up to 2 large suitcases.

3.3 Unless the customer requests otherwise, the company will provide, and charge for a Standard Service. This may be any vehicle that a Local Authority may provide a vehicle licence to. The vehicle will be licenced to carry a maximum of 4 passengers and may only be able to carry up to 2 large suitcases in its boot. A Standard Car will be free from any visible damage or rust and will be in a clean condition when meeting a passenger. Additionally, the driver will be smartly dressed in trousers, shirt and shoes.

3.4 If a customer books a Premium vehicle, the company guarantees, subject to 2.13, to provide an executive vehicle. The company does not provide a definitive list of what vehicles are Executive Vehicles. The company defines an Executive vehicle as one that has extra leg room than a Standard Vehicle, usually, but not always, has leather seats, and offers additional levels of comfort and refinement than a Standard Vehicle. No makes of car are excluded from being an Executive Vehicle, and the company does not impose an age limit on what is classed as an Executive Car. An Executive Car will be free from any visible damage or rust and will be in a clean condition when meeting a passenger. An Executive Car will be able to carry 2 large and one medium Case.

3.5 An Estate vehicle is any vehicle that a local authority may provide a vehicle licence too, that has a larger boot. The vehicle will be licenced to carry up to 4 passengers but will also be able to carry up to 4 large cases in its boot.

3.6 MPV’s are any vehicles that a Local Authority will licence to carry up to 6 passengers. These will have limited luggage space and will only be able to carry up to 6 cabin size cases when carrying 6 passengers. The company reserves the right to provide an MPV when an Estate vehicle has been booked. In the event the company provides an MPV in place of an Estate, the company agrees that it will only be an MPV whose rear most row of seats have either been removed or laid in such away as to allow 4 large cases to be loaded in the rear

3.7 An MPV+ is a vehicle that a Local Authority may licence to carry more than 6 passengers, but not more than 8 passengers. An MPV+ may be restricted to carry only 7 passengers but have more than 7 passenger seats in. The passenger should in no way encourage or attempt to incentivise the driver to allow more passengers than they are licenced to carry, even if there are enough seats available to do so. Any such Attempt may result in the job being cancelled and the customer being charged as per 5.6 & 5.7.

3.8 Bookings made using Standard or Premium Service will receive an ETA for the driver’s arrival, along with a Driver Tracking and complimentary refreshments. Any soiling by the passenger as a result of the refreshments will still be liable for cleaning charges as per Section 8

  1. Payment

4.1 At the time of booking company will provide the customer with an option of “Pre-Pay” or “Cash” or “On Account”. All journeys where the journey is more than 20 miles will need to Pre-Pay or On Account. By Default, all journeys will be Pre-Pay or Account unless the Customer requests otherwise. All Pre-Pay and Account journeys will be priced according to the Optimum route provided on Google Maps at the time of booking. This may not necessarily be the route taken by the driver. The actual route driven may be quicker and shorter, or longer and greater distance than that given by Google Maps. The price will be The Booking Fee + Mileage Charge + Time dependant on the rates at the time for the vehicle category and service level booked by the customer

4.2 Where both the pickup and destination are outside of an area the company holds a Private Hire Operators Licence, the company reserves the right to add a leg to the journey from the nearest company office to either the pickup or destination whichever is closer. This leg will be chargeable to the customer.

4.3 The company has Fixed Fares for several popular journeys. A Fixed Fare journey may be from a General Area to a specific Address, from a Specific Address to a General Area, or from a General Area to a General Area. The prices for Fixed Fares are calculated using the optimum route provided by Google Maps at the time of their calculation. When either the Start or destination of a Fixed Fare Route is a General Area, the centre of the General Area is used as the start or finish point. i.e. one such route is Cardiff to Cardiff Airport. This Fixed Fare is used for any address in Cardiff going to Cardiff Airport, and the price of the Fixed Fare is based on the optimum route provided by Google Maps from Cardiff City Centre to Cardiff Airport.

4.4 Fixed Fares are for one Pick up address and one Destination. Additional charges will be applied for additional Pick Up’s and Drop Off’s

4.5 If the customer chooses Cash, the price payable will be calculated by a Smartphone App installed on the driver’s phone, or a taxi meter fitted to the vehicle. Any fare quoted at the time of booking will just be a quote. The actual fare will depend on the distance travelled and time taken to complete the journey and will be payable to the driver. The final fare will be at the driver’s discretion but should be within the guidelines set down to the driver by the company, or the authority they are licenced by. It is recommended by the company that the passenger agrees a fare with the driver at the pickup prior to the journey starting

4.6 The company always agrees to display the current mileage rates for all categories of vehicle’s and service levels and all Fixed Fares on the company’s website. The company reserves the right to amend the rates at any time without notice, although the company agrees to honour the price given for any bookings made prior to any increase in prices. The company is under no obligation to refund any money already paid or adjust any prices for any bookings made prior to any reduction in prices.

4.7 For all bookings, a 10% non-refundable deposit is required to be made at the time of the booking, this is regardless of whether the customer has requested to pay Cash. The balance will then be due no less than 24 hours prior to the journey commencing. If the customer has requested to pay by Cash, then the remaining balance will be payable direct to the driver. The only Exception to this is for immediate bookings, when no deposit is required, and the passenger may pay cash if they wish.

4.8 If the customer chooses to pre-pay for an immediate booking, full payment of the quoted fare will be taken at the time of booking for immediate journeys. The customer will then be under no obligation to make any further payments, so long as no alterations are made before or during the journey, and there are no waiting charges to be applied. Any amendments to the journey may result in additional payment being asked for from the passenger by the driver. Any such additional payments and the cost thereof, shall be entirely at the driver’s discretion.

4.9 Payment for Pre-Paid journeys can be made by card either over the phone or on the internet, or by BACS transfer.

4.10 Card Payments over the phone or on the internet will be processed by the companies’ card payment partner www.stripe.com

4.11 When Card Payment is made on the internet, the company will email the customer an invoice which will contain a link to allow the customer to enter their card details and make payment. The customers card details will then be securely stored, and the customer authorises the company to charge their card directly for future bookings, cleaning charges, waiting time and any other charges incurred by the customer from the company. The customer will then receive a receipt via email every time a charge is made to their card by the company. Any queries or disputes regards to any charges made to the customers card by the company should be raised via email to enquiries@personalclasstravel.com within 24 hours of the charge being made, and payment taken. The company will then respond with in 72 hours of receiving any such email. The company will not be liable for any refunds for any disputes raised more than 24 hours after a card has been charged, and payment has been taken, and may not reply to any queries made after 24 hours.

4.12 The route taken by the driver will be entirely at the driver’s discretion for all prepaid journeys. The passenger may request a route, however if this is a longer route than the driver intended to drive, the passenger will be liable to make an additional payment to the driver to account for the extra mileage. This additional amount shall be at the driver’s discretion, and payable directly to the driver

4.13 An Account will only be made available to certain customers. Typically, high users, Business’ and block bookings. Accounts will be invoiced on the first Monday of the month, or the next working day should this be a Bank Holiday, for the previous month. Payment will be taken by Direct Debit 14 days later, or the next working day should the 14th day fall on a Bank Holiday. Any accounts not paid in full by the due date will be suspended until payment is made in full, and any future bookings will be cancelled, and block bookings suspended until payment is made in full.

4.14 All Direct Debits will be processed using our Direct Debit Partner, www.gocardless.com

4.15 The Account holder can choose to make their Monthly Payments by card. If they chose to do this, this will be done using our card payment partner www.stripe.com and payment will be taken directly from the card stored on file on the 14th day after the first Monday of the Month, or the next working day if either of those days fall on a bank holiday

4.16 The customer may choose to have a different billing and payment date, which will be considered on a case by case basis

4.17 If any account is overdue 7 days after the due date, the company reserves the right to add a Late Payment charge of 25% of the total to the balance owed. A further 25% of the total balance will be added as a late payment charge will be added to the balance owed for every 7 days the balance remains outstanding

4.18 The company reserves the right to take legal action or pass the debt to a debt collection agency for any invoices outstanding by 30 days or more. Any charges incurred by Personal Class Travel Ltd as a result of this action, any and all resulting costs will be passed on to the account holder and added to the total owed. At this stage the customer’s account will be closed.

4.19 In the event that legal action is taken, or the debt is passed to a debt collection agency, Personal Class Travel shall give the customer a minimum of 10 working days’ notice of any such action in which to pay any and all outstanding monies owed. Should the total amount owed, including late payment charges be made in this time, then no further action will be taken, but the account will remain closed. The customer may apply for the account to be re-opened, but any application will be considered on a case by case basis, and restrictions, and or certain conditions imposed may be placed on the account

4.20 In certain circumstances the company agrees to amend any of the above upon the request of the customer. Any changes or amendments to the above shall be considered on a “case by case” basis and will wholly be at the company’s discretion. Any changes will only apply to the booking being made at the time and will not apply to any bookings made later.

5 Cancellations & Amendments to Bookings

5.1 The customer has the right to cancel any booking for any reason prior to the driver arriving at the booked pick up at the correct date and time

5.2 Any Advance bookings cancelled 24 hours prior to the booked time will be eligible for a full refund minus the 10% non-refundable deposit and £10 Administration Fee. Any Advanced bookings cancelled less than 24 hours prior to be booked time will not be eligible for a refund. Where Cash was selected as payments the customer may be invoiced for the quoted fare plus a £10 administration fee. The Invoice will be due for payment 14 days from the date of issue. If the invoice remains unpaid 28 days past the due date, the company reserves the right to pass the debt to a collection agency.

5.3 Where a Booking has been made less than 24 hours before the booking, the customer may cancel the booking up to 1 hour before the booked time and receive a full refund minus 10% and £10 Administration fee.

5.4 if the booking is an immediate booking, the customer may cancel the journey up to 5 minutes after the booking was made to receive a full refund. After 5 minutes the customer will be charged 50% of the fare. If the customer has pre-paid, then 50% minus a £10 admin fee, will be refunded within 3 working days. If the amount to be refunded is less than £10, no refund will be given, and the customer will not owe the company any money. If the customer has selected Cash, then they will be invoiced for 50% of the fare plus a £10 admin fee. The invoice will be due for payment 14 days from the date of issue. If the invoice remains unpaid 28 days past the due date, the company reserves the right to pass the debt to a collection agency.

5.5 Whilst the company will make every effort to fulfil all bookings, it reserves the right to cancel any booking at any time.

5.6 Should the company be forced to cancel a booking prior to the driver’s arrival at the pickup address at the booked time, then the customer will be eligible for a full refund. Exceptions to this are Acts of War, Acts of Terrorism, Criminal Acts & Acts of God

5.6 If the driver is waiting for the passengers at the pickup address, more than 15 minutes after the booked time, the company reserves the right for the driver to cancel the job. If the driver has attempted to contact the customer or passenger at least 3 times during the 15 minutes, the customer will be liable for the full amount of the fare. If the customer has pre-paid, then no refund will be given. If the customer has chosen Cash, the customer will be invoiced for the full amount. The invoice will be due for payment 14 days from the date of issue. If the invoice remains unpaid 28 days past the due date, the company reserves the right to pass the debt to a collection agency.  This does not apply if the pickup Address is an Airport

5.7 If the driver is waiting for the passengers at the pick up at the correct time for 15 minutes but has not tried to contact the customer or passenger at least 3 times during the 15 minutes, the driver may still cancel the job, but there will be no charge to the customer. If the customer as Prepaid, the customer will be eligible for a full refund of any money paid.  This does not apply if the pickup address is an Airport

5.8 The customer may request a change to the booking details up to 1 hour from the booked time. The company will attempt to fulfil any such request but is under no obligation to do so. If the company is unable to accommodate any requested changes, then the booking will remain as it originally was and any waiting time and or cancellation charges shall be applied from the original booking time. No changes can be made to a booking less than 1 hour prior to the booked time. The only exception to this is Immediate Bookings

6 During the Journey

6.1 The company will provide the driver and vehicle details prior to the journey commencing for all bookings. The exception to this will be if the company subcontracts the journey to another person or company. In this instance the company will provide the details of the 3rd Party. The company recommends that the customer contacts the 3rd Party directly for the driver and vehicle details. However, if the 3rd Party provides the company with the driver details, the company agrees to pass these on to the passenger

6.2 The company will endeavour to ensure that the driver arrives no later than the booked time, however the company does not guarantee the driver will be on time

6.3 If the driver is going to be more than 10 minutes late the company agrees to notify the customer as soon as is reasonably practical to do so.

6.4 The company will not be liable for any costs incurred by the passenger or customer as a result of the driver and vehicle arriving late. Additionally, the company will not pay any form of compensation should the driver and vehicle arrive late. The only exception to this is if the driver and vehicle arrive more than 60 minutes after the booked time. A discretionary compensation payment may be made by the company to the customer if the driver and vehicle arrives more than 60 minutes late. Any payment will be considered on a case by case basis. ​Factors in making any decision will include, but not limited too; The reason for the delay, distance from the Company’s’ office to pick up address, frequency of custom, value of refund, length of lateness at the final destination, cost (either financially or otherwise) to the client as a result of the delay.  If the customer must be at the destination by a certain time, i.e. for a Meeting, or to catch a train or plane etc, the company recommends that the booking is made for such a time as to allow for late arrivals or delays on en-route. The company agrees to provide guidance on an appropriate time, although the final decision on the booking time will the customers.

6.5 The driver will stop the vehicle as close to the pickup address as is safe and legal to do so as not to be causing an obstruction or hazard to other road users, or in violation of any traffic laws. Whilst the driver will make every reasonable effort to stop at the pickup address itself, the customer and passenger or passengers agree that this will not always be possible and agree to travel to where the vehicle is. The passenger or passengers will not attempt to make the driver stop the vehicle in any place such that it may be causing an obstruction or hazard to any other road users or be in violation of any traffic laws.

6.6 Upon arrival at the pickup address, the driver will notify the passenger that they have arrived.

6.7 The driver will attempt to contact the passenger every 5 minutes after arrival. If no contact is made the driver will re-attempt contact every 5 minutes until 15 minutes from the booked time. For immediate journeys, the booked time will be deemed to the time the driver arrives.

6.8 If no contact is made 15 minutes after the driver’s arrival, or from the booked time, whichever is later, the company reserves the right for the driver to cancel the booking and charges as per 5.6 may be applied. The only exception to this is when the pickup is at an Airport.

6.9 If contact is made but the passenger has still not arrived with in the 15 minutes the company reserves the right for the driver to cancel the booking as 6.8 and cancellation charges as per 5.6 may be applied. The only exception to this is when the pickup is at an Airport.

6.10 The customer must provide a valid and operational UK mobile phone number for the passenger prior to the booking taking place. If a valid and operational UK mobile phone number for the passenger cannot be provided an alternative valid and operational UK contact number be provided for someone who can easily contact the passenger. If neither of these can be provided, the company must be able to contact the passenger in real time via either Whatsapp or email. If none of these forms of contact can be provided, then the company agrees to still attend the booking at the booked date and time, however in the event of a no-show, the customer agrees to waive the companies requirement to contact the passenger on arrival at the pickup address at the booed date and time as per 6.6,  or having attempted to make 3 attempts to contact the passenger before the driver departs after the specified time as per 6.8. Should contact between the company and the passenger be possible, by some way other than UK Mobile Number, Whatsapp or Email, the customer is to obtain approval from the company prior to the booking that any other such means of communication is acceptable to the company. The company reserves the right to refuse the use of any other form of communication with the passenger other than UK mobile, Whatsapp or Email

 

6.11 If contact is made the company advises drivers to wait up to 45 minutes prior to cancelling. This is however entirely at the driver’s discretion, and they are under no obligation to do so. In any case, the company does not recommend any driver wait more than 45 minutes regardless of whether contact has been made with the customer or passenger.  The only exception to this is when the pickup is at an Airport.

6.12 The company agrees to allow a certain amount of free waiting time before waiting charges are applied. The amount of time will be dependent on the service booked. The Company agrees to display the current free waiting time and subsequent charges on the company website. The company reserves the right to change these at any time without notice

6.13 When the passenger and driver meet, the passenger is to introduce themselves to the driver. This is to ensure the driver departs with the correct passenger

6.14 The driver will assist the passenger in loading any items of reasonable size and weight into the vehicle. The driver reserves the right to refuse assistance based on health grounds.

6.15 The driver will not permit items to be loaded into the vehicle that would cause the vehicle to be overweight, obstruct any visibility, require the vehicle to be operated with any doors or tailgates opened. The driver will not permit any dangerous or illegal items to be loaded into the vehicle. Should the passenger attempt to contravene this then a cancellation charge as per 5.6 and 5.8 will be incurred

6.16 The driver must allow any assistance animals into the vehicle but reserves the right to refuse entry to any other animal for any reason. Assistance animals include, but are not limited to Guide Dogs, Hearing Dogs etc. If the passenger attempts to contravene this then a cancellation charge as per 5.6 and 5.8 will be incurred. If the passenger wishes to bring animals other than assistance animals into the vehicle, the company recommends the passenger contacts the driver as soon as their details have been provided to confirm if the driver will allow any animals other than assistance animals in the vehicle. The driver may refuse to allow assistance animals into the vehicle, only upon being able to show a valid certificate of exemption from a qualified medical professional exempting the driver from having to carry any animals on medical grounds. If such a certificate is shown then the company shall offer to provide an alternative vehicle, or a full refund should any monies have already been paid as long as the customer informed the company at the time of the booking that any assistance animals will be with the passengers. If the customer did not inform the company that any assistance animals will be with the passenger, and the company allocates and despatches a driver who has a valid medical certificate of exemption, the company is under no obligation to provide a refund or alternative transport. The company may how ever make a discretionary refund, although this would be considered on a case by case basis

6.17 The driver will not allow more than the number of passengers his vehicle is licensed to carry in the vehicle. The total number of passengers includes babes in arms. All passengers must wear their own seatbelt. It is not permitted that a child sits on an adult’s lap and they share a seat belt. The only exception to this is babes in arms If the passenger attempts to contravene this then a cancellation charge as per 5.6 and 5.8 will be incurred.

6.18 No person under the age of 18 is permitted to sit in the front passenger seat, and there must be at least one person over the age of 18 in the vehicle, other than the driver, for the duration of the journey. If the passenger attempts to contravene this then a cancellation charge as per 5.6 and 5.8 will be incurred.

6.19 When all items have been loaded and the passengers are in the vehicle the driver will confirm the destination with the passengers, and request if there is a preferred route the passenger would like to take. The passenger is under no obligation to request a preferred route.

6.20 The driver will drive directly to the destination by the most efficient route they know of, or follow the route given by a satellite navigation system or smartphone app, or as directed by the passenger.

6.21 The company does not permit, eating, drinking, smoking, vaping or any illegal activities to take place in the vehicle. The driver reserves the right to allow any of these however if they are within the law.

6.22 The company nor the driver accept any responsibility for the journey taking longer than anticipated due to congestion, road closures or any other reason beyond the driver’s control.

6.23 ​The company will not be liable for any costs incurred by the passenger or customer as a result of the driver and vehicle arriving at the destination late due to any reasons beyond the driver’s or the companies control

6.24 ​If for any reason the driver is unable to complete a journey once it has begun (for example a breakdown that cannot be repaired at the roadside, and requires recovery), the company will arrange and pay for alternative transport for the passenger, at no extra cost to the customer. Whilst the company will make every effort to arrange transport comparable with that booked and paid for, the type of transport arranged will be at the company’s discretion. This only applies to Pre-Paid & Account. For Cash, the company will attempt to assist in arranging alternative transport, but the cost for onward travel will be met by the customer. The amount customer will still be charged for the time distance already travelled in the vehicle

6.25 In the event of a breakdown or similar once a journey has begun, the company will only seek to make alternative arrangements for onward travel after 3 hours from the time the event is logged with the company’s office staff. If prior to 3 hours the client wishes to make alternative arrangements they may do so, but the company may not assist in this, or make any payments towards the cost, and no refunds will be eligible. Should the delay exceed 3 hours, but not 6 hours, the company will seek to make alternative onward travel arrangements and will pay up to 50% of the onward travel or refund 75% of the remaining journey, whichever cost is lower. Should 75% of the remaining journey be refunded, then the Trip cost from the pickup address to the current location will be calculated and deducted from the original fare. 75% of the remaining would be refunded. In the unlikely event that the delay exceeds 6 hours, then 6.23 will apply.

6.26 Abuse of any kind towards the driver by the passenger either before, during or after the journey will not be tolerated. This includes, but not exclusively, Physical, Verbal, Sexual, Racial. If at any time the driver is subjected to, or feels subjected to any form of abuse of any kind, they reserve the right to end the journey immediately, and request the passenger leaves the vehicle at the nearest location it is safe and legal for the driver to stop the vehicle. In the event of this happening then cancellation charges as per 5.6 and 5.8 will be incurred by the customer. If the passenger refuses to leave the vehicle, the driver reserves the right to call the emergency services and press charges against the passenger. Any such action would be entirely at the driver’s discretion, and the company will take no part in the proceedings on behalf of either party. The only involvement the company may have is providing the authorities with details of the booking.

6.27 Upon reaching the destination, the driver will stop the vehicle as near to the destination as is safe and legal to do so, ensuring that they are not causing a hazard of obstruction to any other road users or in violation of traffic laws

6.28 The driver will end the journey, and if the customer selected cash, the passenger will pay the amount owed in full. Should the passenger fail to pay the full amount owed, the driver reserves the right to inform the police of non-payment and take their own action through the court system to retrieve payment in full. Any such action would be entirely at the driver’s discretion, and the company will take no part in the proceedings on behalf of either party. The only involvement the company may have is providing the authorities with details of the booking.

6.29 After the journey the driver will provide reasonable assistance to unload any items from the vehicle. The driver reserves the right to not aid for health reasons. The driver is under no obligation to transport any items from the vehicle to any other place. However, the company does encourage drivers to assist passengers with any items a reasonable distance, such as from the vehicle to the front door of a house. Any such action is entirely at the driver’s discretion however

6.30 Upon completion of the journey, and after full payment is made, if required, the company shall provide the customer with a receipt detailing the full details of the journey. This will include the pickup address, destination, and amount paid.

6.31 Passengers are to check they have not left any personal items or rubbish in vehicle prior to the vehicle departing.

7 Airports

7.1 All Airport Pick Ups are to be Pre-Paid or Account. It is not possible to pay Cash for an Airport Pick Up.

7.2 All Airport Pick Up’s booked with Standard and Premium Service will be Meet & Greet. The company and the driver agree to track the progress of the passengers flight and aim to be in the arrivals hall to meet the passenger 15 minutes after a domestic flight has landed, 15 minutes after a flight from inside the EU has landed and 30 minutes after a flight from outside the EU has landed.

7.3 In the event a flight lands earlier than the scheduled time, the driver will aim to be in the arrival hall the time specified in 7.1 after the scheduled landing.

7.4 Whilst the company and the driver will make every effort to adhere to the times specified in 7.2, the company is unable to guarantee they will always happen. In the event the driver is going to be later than the time specified in 7.1 by more than 5 minutes, the driver will contact the passenger directly to alert them to the delays and provide an explanation and an accurate ETA. In these circumstances, passenger should wait for the driver in the arrival’s hall

7.5 For Estate, MPV & MPV+ bookings, Meet & Greet is an optional extra, for which there is an additional charge. Where a Meet & Greet is booked and paid for 7.2, 7.3 & 7.4 will all apply.

7.6 If a Meet & Greet is not booked and paid for when booking an Estate, MPV or MPV+, the company and the driver will track the progress of the flight and the driver will aim to be in the vicinity of the Airport 5 minutes before the flight is due to land. The passenger should then contact the driver or the company once they have progressed through Passport Control / Immigration, have collected their luggage, and are ready to be picked up. The passenger should then make their way to the Airports designated Pick Up Zone, to meet the driver

7.7 With all Standard, Premium, Estate, MPV & MPV+ bookings the company provides 60 minutes free waiting time from the time the flight has landed. After which waiting time is chargeable.

7.8 With all Standard, Premium, Estate, MPV & MPV+ bookings the driver will wait a maximum of 90 minutes if contact is not made with the passenger. The driver may leave the Airport after 60 minutes but will be able to return to the Airport if contact is made with the passenger before 90 minutes has passed from the time the flight has landed. If no contact has been made with the passenger after 90 minutes, the driver will leave the airport, and the customer will not be eligible for any refund.

7.9 The time given for Airport Pick Ups with Economy Bookings; is the time the driver will arrive in the Pickup Zone. The company recommends the customer makes the booking for such a time, to allow enough time for a flight to land, taxi to the terminal, and the passenger to de-plane, go through any passport control / immigration and claim any luggage. The company may be able to suggest a suitable pick up time based on the scheduled landing time of the flight, but any time given will just be a suggestion. The actual time the booking is made for is solely the responsibility of the customer.

7.10 Neither the company nor the driver track any flights with Economy Bookings. If for any reason a passenger’s flight is delayed, the customer or the passenger is required to contact the company and make any necessary amendments to the booking. This must be done no less than 1 hour before the booking

7.11 The company provides 15 minutes free waiting time with all Economy Airport Pick Ups. After this time, waiting time will be chargeable. The driver will wait a maximum of 30 minutes from the booked time if contact is not made with the customer. If contact has not been made with the passenger after 30 minutes, then 6.6 will apply

7.12 Unless the Airport is subject to a Fixed Fare, then the mileage rate for the category of vehicle and level of service will be used to calculate the price

7.13 Several UK Airports charge drivers a fee to drop off passengers at the Airport. Any such charge will be passed on to the customer and added to the price of the fare at the time of booking. Should the driver arrive at the Airport and find there is a drop off charge, and one has not been charged to the customer, the customer will not be liable to pay any additional money. This does not apply if the Airport is subject to a Fixed Fare, as any drop off fee, will already have been considered during the calculation of the Fixed Fare.

7.14 Unless the Airport is subject to a Fixed Fare, then all Airport Pick Up’s regardless of category of Vehicle and level of service booked are subject to an additional pick up charge on top of the mileage rate. This is to cover the cost of any parking, extra time involved in tracking and monitoring and in anticipation of any delays to the flight. Estate, MPV & MPV+ all also have an additional charge on top of the pickup charge if Meet & Greet is booked for these vehicle categories

7.15 It is not possible to add a Meet & Greet Service to an Economy Booking

7.15 The company agrees to display its current Airport Waiting Time Charges, Pick Up Charges, & Meet & Greet Charges on its Website

 

8 Damage and Soiling

8.1 Passengers are to take care not to cause any damage to, or soil in anyway the vehicle before, during and after any journey.

8.2 If a passenger is feeling unwell at any point during the journey and feels they may be in danger of soiling the vehicle in anyway, they are to request the driver to pull over so that they may exit the vehicle. The driver will then do so as soon as is safe and legal to do so, to allow the passenger to get out of the vehicle and wait with the passenger until they feel well enough to continue the journey. If the journey has been prepaid, the driver reserves the right to request additional payment should the journey be paused for any considerable time. The company does not define what “considerable time” may be, and this is entirely at the driver’s discretion, although the company advises that at least 10 minutes grace be given to the passenger. This time is entirely at the driver’s discretion. Likewise, the amount of any additional payment is entirely at the driver’s discretion, although the company advises an additional charge of £1.00 for every 5 minutes, after 10 minutes, or part thereof. The actual amount entirely at the driver’s discretion.

8.3 Any soiling of the vehicle before, during or after the journey that requires payment being made to a third party, and / or the vehicle to be unusable for more than 2 hours, will result in possible charges to the client. The charges may be the full amount that the driver must pay a 3rd party to carry out any work, plus a loss of earnings charge for the time the vehicle is not useable for more than 2 hours. The time element shall also include any time it takes to take the vehicle to or from a place where work is to be carried out and is chargeable at a rate of £200 per 6 hours or part thereof. Any costs incurred by the driver in getting the vehicle to a place where work is carried out shall also be chargeable to the client. Should the vehicle be driveable, then the transport costs will be charged at the company’s’ standard mileage rate. The total charge to the client will then be; Cost of Work + Time off Road + Transport Costs + 15%. The extra 15% shall be an administration charge.

8.4 The passenger is to take care not to cause any damage to the vehicle before, during or after the journey. Any damage caused to the vehicle before, during or after the journey that requires payment being made to a third party, and / or the vehicle to be unusable for more than 2 hours, will result in possible charges to the client. The charges may be the full amount that the driver must pay a 3rd party to carry out any work, plus a loss of earnings charge for the time the vehicle is not useable for more than 2 hours. The time element shall also include any time it takes to take the vehicle to or from a place where work is to be carried out and is chargeable at a rate of £200 per 6 hours or part thereof. Any costs incurred by the driver in getting the vehicle to a place where work is carried out shall also be chargeable to the client. Should the vehicle be driveable, then the transport costs will be charged at the company’s’ standard mileage rate. The total charge to the client will then be; Cost of Work + Time off Road + Transport Costs + 15%. The extra 15% shall be an administration charge.

8.5 Should the passenger cause any damage or soiling to the vehicle that will result in charges, the driver will bring this to the passenger’s attention immediately. The driver is to obtain a written statement from the passenger whereby the passenger acknowledges they have soiled or damaged the vehicle. In the event the passenger is unable to provide written acknowledgement, then the driver may obtain this from another passenger, or witness. Should the vehicle have CCTV installed, then footage of the spoiling or damage occurring will be an acceptable replacement for a written statement.

8.6 The driver must notify the company immediately, or as soon as is reasonably practical to do so of soiling or damage, and the company will advise the customer of the incident and impending charges within 24 hours of the incident. The final charge does not have to be notified at this time.

8.7 The driver reserves the right to waive any charges or negotiate payment directly with the passenger. If the driver exercises this right, then terms 8.3-8.6 will immediately cease to exist.

8.8 The company will invoice the customer within 7 days of any work being completed by a third party. The Invoice will then be due 14 days from the date of issue. Should the balance of the invoice not be paid in full 28 days after the due date, the company reserves the right to sell the debt to a collection agency.

9 Lost Property and Damage to Passengers Possessions

9.1 Passengers should ensure they take all their belongings with them at the end of the journey, and ensure no property belonging to them, or in their care is left in the vehicle before it departs

9.2 In the event a passenger does leave something in the vehicle, the customer must notify the company of their belief that something has been left in the vehicle within 24 hours of the journey ending.

9.3 Upon being notified by the customer of their belief an item has been left in the vehicle the company shall attempt to contact the driver within 24 hours. The company shall make every effort to contact the driver on behalf of the customer, but do not guarantee that contact will be made.

9.4 The company accepts no responsibility or liability for failure to contact a driver upon the report of an item being left in the vehicle.

9.5 The company will not make any compensation payments, nor replace any items a passenger believes have been left in a vehicle at the end of a journey

9.6 Should the customer report an item left in a vehicle within 24 hours, and the said item being found by the driver, the driver will either hand the item into the companies offices, where by it will be held for a period of time whilst arrangements are made for it to be returned to the customer. If it is not possible for the driver to hand the item into the companies offices within a reasonable timescale, then the driver will either keep the item in a safe place for a period of time whilst arrangements are made for it to be returned to the customer, or hand the item into the nearest Police Station. The company does not define how long a “reasonable timescale” will be. Should the driver hand the item into a Police Station, the company and driver will be absolved of any responsibility for the item.

9.7 Prior to an item being confirmed as found in the vehicle by the driver to the customer, the customer will be required to provide a full and accurate description of the item, to confirm the item found is the one reported as left in the vehicle

9.8 In the event of an item being left in the vehicle and being found by the driver, neither the company nor the driver will pay for the item to be returned to the passenger or customer. Where possible the passenger or customer may travel to a place where the item is. If this is not possible, the customer may make and pay for their own arrangements to have any item collected.

9.9 Should the item be collected by the customer in person, then the customer must bring some form of photo identification with them, along with the receipt for the journey and any written correspondence with the company in relation to the item. Should the customer arrange for a 3rd party private person to collect the item on their behalf, then the 3rd party should bring all the above with them, as well as written notice from the customer that they are collecting the item on their behalf, the company must also be given full details of the person collecting the item in writing, prior to the 3rd party collecting the item. In addition to the above the 3rd party will be required to bring identification with them to verify their identity. Should the customer arrange for a courier company, either same day or overnight, to collect the item on their behalf, the company must be notified of company being used and any booking reference or tracking number prior to any company arriving to collect the item.

9.9 The company reserves the right to impose any handling charges on the customer for any item left in a vehicle. Any handling charges shall not exceed more than £20.

9.10 The company also reserves the right to impose any storage charges on the customer should any items remain uncollected for more than 14 days after the journey. Any storage charges shall not exceed £2.50 per day but would be in addition to any handling charges.

9.11 Should any item left in the vehicle by the passenger, but arrangements have not been made by the customer for their return more than 120 days after the journey, then ownership of possession shall be deemed to have passed to either the driver or the company, depending on whose possession the item is in at that time. This does not apply in the event of the item being handed into a Police Station. Should the driver hand any item into the Police Station then any future claim of ownership of the item by the driver or the company will not be possible other than under any such law of the land that may be in place at the time.

9.12 The company shall be under no obligation to take any action whatsoever if the customer reports an item left in a vehicle more than 24 hours after the journey has ended.

9.13 Passenger should ensure that all items are handled with care when being loaded and unloaded into a vehicle and should reassure themselves that all items are safe and secure prior to a journey beginning. Should the passengers have any concerns about the security of any item prior to the journey beginning, they must raise this with the driver immediately

9.14 The passenger must ensure that all items in their possession are kept in such a manner as they will not become damaged in anyway.

9.15 The company accepts no responsibility or liability for any damages of any kind to any items belonging to or in the possession of the passenger at any time. The company will not make any kind of compensation payments, nor replace or repair any item belonging to or in the possession of the passenger, that becomes damaged in any way at any time

9.16 Should the passenger believe that the driver is at fault and damage has been caused due to his actions, then any compensation claim will be between the passenger and the driver. The passenger is free to take legal action against the driver if they so wish. However, the company will not be held responsible for any claim as per 9.15. The company will not become involved in any such negotiations in any way or take either side in any dispute. The companies only involvement in any disputes will be provide details of the booking as requested by an authorised person or authority

10 Fixed Same day Return

10.1 Where a passenger is travelling from one pick up location to one destination and returning to the same pick up location later the same day, the company may apply a 10% discount to the return journey

10.2 Both journeys must be booked and paid for at the same time, and correct pick up times must be given for both journeys at the when the booking is placed

10.3 The driver for the return journey may not be the same driver as the outward journey, so the passenger is not to leave anything in the vehicle to collected on the return journey

10.4 For both the outward and return journey, cancellation charges as per 5.6 will apply

10.5 Fixed Same day Return is only available for Standard and Premium Bookings

10.6 Fixed Same day Return cannot be used in conjunction with any other offer or promotion

11 Wait and Return

11.1 Where a passenger is travelling from one pick up location to one destination and returning to the same pick up location later, the customer may pay for the driver to wait and receive a 75% discount on the return journey

11.2 The time the driver is required to wait will be chargeable dependant on the length of the wait. The company agrees to display the Waiting Charges for Wait & Return journeys on the company website

11.3 The minimum time charged is 2 hours waiting

11.4 The estimated amount of waiting time is to be provided at the time of booking, and the amount of time given will be the amount of time charged for

11.5 The driver will wait as close as is possible to the destination address. If the driver is unable to wait at the destination address, then they will travel up to 30 minutes away to park. If no free parking is available within 30 minutes of the destination address, then the parking charges will be chargeable to the customer. If the driver is unable to wait at the destination address, then the passenger will be required to contact the driver when they are ready to be picked back up.

11.6 If waiting period is shorter than the amount of time booked, no refund for the difference will be payable

11.7 The company provides up to 1-hour grace, past the booked waiting time. If this time is exceeded, then extra hours will be charged from the end of the booked waiting time. The company agrees to display the extra hours fees on the company website

11.8 For Safety reasons, the driver’s day is limited to a maximum of 15 hours from the time the driver arrives at the pickup address to the time the driver arrives back at the same address.

11.9 If the distance between the pickup address and the destination, and the anticipated length of wait means the drivers day will exceed 15 hours, then overnight accommodation for the driver will be required.

11.10 If overnight accommodation is required for the driver, this will be added to the total cost. The company will arrange this and pass the charge on to the customer. Alternatively, the customer can make the arrangements for the driver and pay any fees directly to the accommodation. If the driver’s day exceeds 15 hours due to the length of the wait being longer than anticipated, the customer will still be required to meet the cost of the driver’s overnight accommodation. The only exception to this, is if the total length of the day exceeds 15 hours due to congestion, or other unforeseen delays whilst travelling. In this situation, the driver may still require an overnight stay, but this would not be chargeable to the customer. Any such overnight stop over would be solely at the driver’s discretion, and the final say would be the drivers. In any case, the company recommends that under no circumstances should the drivers day exceed 18 hours. The passenger must not attempt to coerce of incentivise the driver to exceed an 18-hour day in any way shape of form.

11.11 If overnight accommodation is required, the driver will be required to get 8 hours rest before continuing the journey. If the customer expects the amount of waiting time to be 8 hours or more, the customer may allow the driver to use this time for their overnight rest. In these circumstances, the customer will still be charged for the accommodation as well as the waiting time. However, the drivers 15 hours will start fresh again, at the end of the 8 hours rest. Should the passenger wish to be picked up after less than 8 hours, the drivers 15-hour day will once more have begun when the passenger was first picked up at the original pick up address. This could result in the customer having to pay for two lots of accommodation for the driver

11.12 Wait & Returns are only available for Standard and Premium bookings

11.13 Wait and Return cannot be used in conjunction with any other offer or promotion

12 Exclusive Hire

12.1 A driver and can be hired by the hour, day or week to be used as the passengers directs

12.2 There is a minimum booking of 2 hours

12.3 Mileage limits apply to hour, week & day bookings. If the Mileage limit is exceeded, excess mileage will be chargeable

12.4 Hour limits also apply to Day & Week bookings. If the hour limits are exceeded, extra hours will be charged

12.5 Exclusive Hire Bookings can not start earlier than 6:00am and must end no later than 10:00pm

12.6 The driver must be given an hours uninterrupted break no more than 6 hours from the start of the day. This hour will be chargeable

12.7 A length of any given day for the driver must not exceed 15 hours from start to end

12.8 During a Weekly Hire or if a Driver is hired for Multiple consecutive days, the driver must have a minimum 10 hours break between one day ending, and the next day starting

12.8 The Hour, and mileage limits for Weekly bookings, are for the entire week

12.9 If a Driver is hired for multiple consecutive days, then the daily hour and mileage limits will be added together to give a total limit for the length of the hire

12.10 If the driver is required to stay away overnight at any time during a weekly hire, or multiple consecutive day hire, the cost of the accommodation is to be met by customer. Accommodation can be arranged for the driver, by the company, and the cost for it passed on to the customer, or the customer can make the arrangements for the driver accommodation.

12.11 The company agrees to display all Hire rates, and extra hours and excess mileage charges on the company’s website

12.12 Exclusive Hire is only available for Standard and Premium Bookings. Exclusive Hire may be able to be arranged for Estate, MPV and MPV+ vehicles, but these would be on a POA basis, and may be subject to different hour and mileage limits and different extra hour and excess mileage charges

12.13 Any additional charges for extra hours or excess mileage, will be invoiced to the customer within 7 days of the last day of hire. If the company has the customers card details on file, the card will be charged directly 7 days later. If the customer has a Direct Debit set up with the company, payment will be taken from the nominated bank account 7 days later. If the company does not have the customer card details on file, and no Direct Debit exists, then payment will be due in full 7 days from the date of the invoice. If the balance has not been paid in full 7 days after the due date then 4.17, 4.18 & 4.19 will be applicable

13 Personal Miles

13.1 Personal Miles are awarded to the customer and can be collected and redeemed against future bookings

13.2 1 Personal Mile is awarded for every 100 Miles of Standard Bookings and 75 miles of Premium Bookings

13.3 A Customers Personal Mile account will be updated monthly, and any Personal Miles will be added to the customer’s account retrospectively

13.4 Account Statements will be sent out to all Account Holders every October and April which will detail all journeys the Account Holder has had in that time, the total miles covered, how many Personal Miles have been collected in that period, how many have been used, and how many are available

13.5 Personal Miles can be reclaimed at any time but must be claimed at time of booking. Bookings cannot be adjusted after they have been made.

13.6 Fixed Rate journeys cannot be paid in part by cash, and in part by Personal Miles. If you wish to use Personal Miles towards part a Fixed Rate journey, then the normal Mileage rate will be applied to the remaining distance. Fixed Rate journeys also have a Personal Miles cost, as well as a currency cost

13.7 The company’s rates are based on time & distance. When reclaiming Personal Miles, this will only reduce the number of miles being charged for. The time element will remain the same

13.8 Personal Miles can only be claimed against Standard Rate Bookings

13.9 Personal Miles have no cash value, and cannot be exchanged for cash or used in conjunction with any other offers or promotions

13.10 Personal Miles will only be awarded to the account holder and can only be reclaimed for bookings made by the account holder. The Account Holder may reclaim Personal Miles for bookings they are making on behalf of somebody else

13.11 Businesses and Business Account Holders are not eligible for Personal Miles, although a customer may have Personal Miles allocated to their Personal Miles Account even if a business or business account books and pays for a journey. i.e a Personal Miles Account Holder may be regular work traveller, whose company pays for their travel and may even book it for them. That person can have those work journeys applied to their Personal Miles Account and collect Personal Miles to use on a Personal journey later. If another person books the journeys on behalf of a Personal Account Holder, i.e a PA, then the company should be made aware of who the Personal Miles should be allocated to

13.12 There is currently no charge for having a Personal Miles Account, although the company reserves the right to introduce one at any time. Any charge would go towards the Administration of Personal Miles and would likely be a nominal annual Fee payable by Direct Debit

13.11 The company reserve the right to end the use of Personal Miles at any time without notice. In this event all remaining Personal Miles will become null and void, although the company agrees to honour any bookings made and paid for, either in full or in part with Personal Miles

13.12 The company reserve the right to amend the number of Personal Miles awarded at any time without notice

14 Homecheck by Personal Class Travel

14.1 The customer agrees to allow an employee of, or an agent acting on behalf of the company to enter their property without supervision and without fear of prosecution for the duration of the period agreed between the company and the customer

14.2 The customer agrees to provide the company with any keys and alarm codes to enable safe and legal entry to any property the company has been authorised to enter

14.3 The company agrees to ensure that one of its employee’s or an agent acting on behalf of the company visits the property at the agreed intervals, in line with any restrictions the customer may place upon the company

14.4 The customer agrees to sign an authorisation form which the employee of the company, or an agent acting on behalf of the company, will always have with them when on the property

14.5 The company will ensure that background checks such as a DBS are carried out on any employee or agent acting on behalf of the company prior to them being given access to the customers property

14.6 The company agrees to allow the customer to meet the person who will be visiting their home prior to any engagement of work. The company also gives the customer the power of veto over any employee or agent acting on behalf of the company from entering their property for any reason they see fit

14.7 The company agrees to ensure that any and all tasks agreed with the customer are carried out fully and promptly for the duration agreed between the company and the customer

14.8 In the event that one of the tasks the company agrees to carry out involves moving a motor vehicle owned by the customer, the company will ensure that the person moving the vehicle has the appropriate licence and experience to do so. If the vehicle is to be moved on the public highway, the customer is to provide suitable motor insurance, and provide the company with a copy of the motor insurance certificate. It will be the customer responsibility to ensure that the vehicle is fully taxed, MOTed and roadworthy. The customer agrees to accept full liability for any incidents, as well as meet the full legal costs incurred by the company in defence of any prosecutions brought as a result of the vehicle not being Taxed, holding a valid MOT certificate or found to be defective in any way

14.8 The company agrees to be in possession of the suitable Public Liability insurance in case of any damage caused by its employee or an agent acting on behalf of the company during a visit to the property

14.9 The company will not be held liable for the deaths or disappearance of any animals during the period agreed between the company and the customer, unless the cause of this is proven to be gross negligence, by an employee of the company, or an agent acting on its behalf. The burden of proof will be placed on the customer to prove conclusively that an employee of the company, or an agent acting on behalf of the company carried out an act of gross negligence which directly lead to the death or disappearance of an animal

14.10 The company agrees that any employee of the company or any agent acting on behalf of the company shall always be respectful of the customers property and always leave the property in as clean and tidy condition as it was when they entered.

14.11 If on any visit to the property an employee of the company, and an agent acting on behalf of the company, discovers any damage caused by any means, photographic and video graphic evidence will be taken recording, and detailing the damage, and if possible, identifying a possible cause for the damage. This evidence along with a brief report of what was discovered and what action was taken will be sent via email to the customer as soon as is reasonably practicable. The more severe the damage, the more urgently a report and evidence will be sent. In extreme cases, such as destruction or near destruction of property or structural damage, the customer will be phoned straight away

14.12 Where possible the company will arrange for emergency repairs to take place. If the customer has an approved list of preferred contractors, this should be shared with the company before the period agreed. If such a list is shared, the company will attempt to have any work carried out by a contractor on the list. If no suitable contractor is on any such list, the company will locate one at their discretion and make the arrangement required. If payment is required immediately, or before the customer is due home, the company agrees to pay, and the customer agrees to refund the company the amount in full +5%

14.13 The company agrees to ensure that any and all work carried out is done under the supervision of an employee of the company, or by an agent acting on behalf of the company. Despite supervising the work, the customer must be aware that the employee or agent are unlikely to be qualified in the work being carried out, so the company is unable to take any responsibility for the quality of the work, or be held liable for inferior quality work

14.14 The company will only arrange for emergency and essential repairs to be carried out. Repairs that will either secure a property, or stop further damage being done. The company will not arrange or carry out any cosmetic repairs on behalf of the customer

14.15 If the customer requires any animals or plants to be cared for, the customer is to provide all the necessary food and equipment to do so, along with any instructions with regards to quantity and regularity. In the event the necessary supplies run out prior to the customer return, the company agrees to purchase the supplies on behalf of the customer. In this situation, the customer agrees to refund the company the amount in full +5%

14.16 The company agrees to keep a full log of every visit to the property by either an employee of the company or an agent acting on behalf of the company. The log will record the date and time of the visit, what actions were carried out and any other observations or information. A copy of the log will be given to the customer upon their return as well as being available upon request at any time while the customer is away.

15 Personal Class Tours

15 Miscellaneous Items

15.1 All drivers provided by the company to the customer are provided on a freelance basis. The company does not employee any of the drivers, and as such exert no legally enforceable control or influence over any of them. As such, any advertised amenities such as Free WIFI, Bluetooth, DAB Radio, Spotify may not be available with the driver allocated to the job. No refunds or compensation of any kind will be given by the company to the customer if a driver’s vehicle does not have a certain amenity available the customer was expecting. If there is something in particular the customer requires, or would like, such as in Car WIFI, this should be mentioned at the time of booking, and the company will make every effort to provide a car that matches the request, although this is not guaranteed.

15.2 All vehicles provided by the company are operated, maintained, licenced and insured by the drivers. The company does not own any vehicles

15.3 Whilst all drivers are provided guidelines in which to operate, and the condition in which they should keep their vehicles, the company has no right to enforce these guidelines, and as such make no guarantees as to the condition of the vehicle or the conduct or actions of the driver.

15.4 The company does reserve the right to cease a working partnership with any driver at any time, so if the driver’s actions, conduct or condition of vehicle does not meet the customers’ expectations, the customer is encouraged to contact the company with their concerns. The company accepts no liability or responsibility for any drivers conduct, actions or condition of vehicle, and as such will not normally pay any form of compensation as a result of a driver’s conduct, actions or condition of vehicle. The company may occasionally make a nominal payment of compensation as a “gesture of goodwill” in certain exceptional circumstances. Such a situation would be considered on a case by case basis, and the company does not define what these circumstances would be. Factors in making any decision will include, but not limited too; The circumstances, frequency of custom, value of compensation, effect of the circumstances on the passenger

15.5 If the customer has any complaints about a driver, or service received, they must contact the company in writing detailing the drivers name; pick up, destination and time of the journey; full details of the complaint, details of any witnesses. The complaint must be sent via email to the company at enquiries@personalclasstravel.com no more than 24 hours after the journey. If the customer is unable to send a complaint via email, then they may do so by post. If a complaint is sent by post to Personal Class Travel, 2 Pantbach Avenue, Cardiff, CF14 1UR, and this must be received by the company no more than 72 hours after the journey and must contain a return address. Acknowledgement of any complaints sent via email will sent by reply within 48 hours of the complaint being sent. Acknowledgment of complaints sent by post will be sent to the return address within 5 working days after the complaint is received. This will just be an acknowledgment of the complaint, and not an actual response to the complaint. The company will make every effort to respond to any complaints within 14 working days of any complaint received, however it places no actual time limit on how long it may take to respond to any complaint received.

15.6 If in the passenger is the victim of, or is witness to any criminal activity before, during or after the journey, they are to contact the relevant emergency services immediately. The passenger or customer is welcome to contact the company and the company will record all the details including the caller’s name and location, and the date and time. However, the company is under no obligation to contact the emergency services, and makes no guarantee that the company, or any employee or agent acting on behalf of the company will contact the emergency services.

15.7 The company’s tariff is advertised on the company website, and the company reserves the right to amend the prices at any time without prior warning. In the event of the company’s prices being amended between a customer creating a booking and the time of the journey, tariff in place at the time of booking will be honoured by the company

15.8 All the drivers provided by the company to the customer to undertake a journey, are self-employed and as such have the final decision on the final fare due where Cash has been selected. Any fare quoted by the company to the customer is just a guide. The company will convey to the drivers a suggested price range for the journey, and encourage the drivers to request payment within the range, however the driver is under no obligation to do so, and the company has no authority under which to force the driver to charge a certain amount or rate. The company will not normally pay any refund or any compensation to the customer in the event they feel they have been excessively charged. The company encourages the passenger and driver to negotiate a fare or rate prior to the journey beginning. The company will not become involved in any dispute between the driver and the passenger with regards to the amount owed to the driver for the journey undertaken. This only applies when cash is selected

15.9 When a customer pays in advance for a journey, the company will take payment directly from the customer. The company will then pay the driver directly for the journey. The driver should not request payment at the end of the journey, and the passenger should not make any payments to the driver at the end of the journey. The passenger may still offer the driver a “Tip” of any kind, which the driver is free to either accept or refuse as they wish. Any payment of any form given to the driver at any point before, during or after the journey, will be deemed to be a tip. The amount the company pays the driver to undertake journey, may not necessarily be the full amount the customer paid the company. The passenger or customer should not discuss with the driver how much they have paid for the journey, nor how much the driver is being paid for the journey. All financial transactions between the company and the passenger and the company and the driver are confidential.

15.10 The company does not apply any surge pricing, or dynamic pricing of any form. The company reserves the right to add a surcharge at certain times of day. Any Surcharge will be a percentage increase, and dependant on the time of day and day of the week. Surcharges may be applied between;

Friday 10:00pm and Saturday 6:00am

Saturday 10:00pm and Monday 6:00am

Bank Holidays

Christmas Eve 8:00pm and 27th December 6:00am

31st December 8:00pm and 2nd January 6:00am

15.11 A surcharge maybe added to any journey starting between the times mentioned 10.10 or any Journey that would be due to end 3 hours or more after the start of any time period mentioned in 10.10

15.12 The company may ask the customer for an Email address, if one is provided, then the customer agrees that the email address given may be added to a mailing list and marketing emails, or emails containing  promotional material may be sent to the email address given from time to time.

15.13 When the passenger is given a driver’s phone number to allow communication between the passenger and the driver prior to a journey commencing, the passenger must not save the number to their mobile phone or in any other way unless permission is given to them by the driver. The passenger must also not use the number to contact the driver for any reason after the event unless permission to do so is given to the passenger by the driver

15.14 The company reserves the right to amend these terms and conditions at any time without warning or notice. All journeys will be subject to the terms and conditions in place at the time the journey takes place regardless of what terms and conditions were in place at the time of the booking

Written by David James – 16/09/19

Approved by – David James – Managing Director of Personal Class Travel Ltd

Come into effect on – 18/09/19