Terms & Conditions

Personal Class Travel Ltd Terms & Conditions of Use

The following lays out the terms and conditions between PERSONAL CLASS TRAVEL LTD, (Registered Private Limited Company in the UK 11792562) , the customer & the passenger. By booking a journey or using the services of PERSONAL CLASS TRAVEL LTD the customer & 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
17. “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
18. “Duration of time” “Period agreed” – For the purposes of these terms and conditions “duration of time” or “Period Agreed” when used in connection with Personal Check 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
1 Personal Travel
1.2. Bookings
1.2.1 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
1.2.2 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
1.2.3 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
1.2.4 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
1.2.5 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.
1.2.6 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
1.2.7 The customer agrees to provide the correct pick up address and destination to the company at the time of booking. This includes the correct number of the building or name of Restaurants, Companies, Buildings. Where the building has a building name, company name and a number or any combination of the three, the customer agrees to provide the correct name or number of whichever is most visible and easily identifiable. Where the address is identified by a company or brand name, the customer agrees to provide the company or brand name currently in use. The company cannot be held responsible if a driver attends the address provided, and this is incorrect. Neither can the company be held responsible for arriving late due to being unable to locate incorrect address
1.2.8 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 pickup address, destination address, 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.
1.2.9 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.
1.2.10 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 contact number being incorrect. In this situation 5.6 will apply
1.2.11 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 categories, at no extra cost. However, the company does guarantee this will always be possible.
1.2.12 The customer is permitted to book a Journey up to 12 months in advance
1.2.13 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
1.2.14 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. If the company is unable to provide a vehicle equal to or greater than the one that has been booked, the customer will be provided with a refund equal to that of the difference in price. If the company is unable to provide any vehicle at all, of any category, 1.2.13 will apply
1.2.15 The company agrees to provide the 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. The company does not make any guarantees of how far in advance of the booking the details will be provided
1.2.16 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
1.2.17 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 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 booked date and time or having attempted to make 3 attempts to contact the passenger before the driver departs after the specified time. 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
1.3 Vehicle Categories and Service Levels
1.3.1 The company agrees to make available several different categories of vehicles and service levels., Standard, Premium & MPV+
1.3.2 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. The driver’s details, including name, phone number, and vehicle details will be sent by text message to the number provided at the time of booking or email (if one is provided at the time of booking) prior to the driver being despatched. This will usually be the day before the booking, but the company does not guarantee this time scale will always be met
1.3.3 If a customer books a Premium vehicle, the company guarantees, subject to 1.2.13 & 1.2.14, 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 cases and licenced to carry up to 4 passengers. The driver’s details, including name, phone number, and vehicle details will be sent by text message to the number provided at the time of booking or email (if one is provided at the time of booking) prior to the driver being despatched. This will usually be the day before the booking, but the company does not guarantee this time scale will always be met
1.3.4 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. The driver’s details, including name, phone number, and vehicle details will be sent by text message to the number provided at the time of booking or email (if one is provided at the time of booking) prior to the driver being despatched. This will usually be the day before the booking, but the company does not guarantee this time scale will always be met
1.3.5. The passenger will receive a text message sent to the number provided at the time of booking, to alert them the driver is en-route. The text will contain the drivers name and vehicles details. A 2nd Text will be sent to the passenger when the driver has arrived. This is for all bookings regardless of Category
1.4. Payment
1. 4.1 At the time of booking company will provide the customer with an option of “Pre-Pay Fixed Fare” or “Cash Metre” “Cash Fixed Price” or “On Account”.
1.4.2 If the customer choices to Pre-Pay Fixed Fare for the journey, it will be priced using the companies booking and despatch software and will be based on the time and distance of the optimum route. 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 which has been charged for. The price will be based on the estimated time and distance of the journey at the rates at the time for the vehicle category and service level booked by the customer.
1.4.3 If the customer chooses Cash Meter, 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 will not be more than displayed on the smartphone app or a calibrated taximeter whose tariff has been set by the authority the driver and their vehicle 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. If requested, the company will be able to provide an approximate price range at the time of booking. Any such price will not be a guarantee, and the passenger should not take it as such. It will merely be an indication of approximately how much the fare could be in average traffic conditions.
1.4.4 If the customer chooses Cash Fixed Price the price will be determined in the same way as a Pre-Paid Fixed Fare. A non-refundable £15.00 deposit will be required at the time of booking. The balance will then be paid direct to the driver prior to the state of the journey.
1.4.5 All journeys that start more than 10 miles from the company’s offices shall be Pre-Paid Fixed Fare or on Account
1.4.6 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.
1.4.6 The company always agrees to display the current mileage rates for all categories of vehicles 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 where the customer has chosen to Pre-Pay, or Cash Fixed Price. 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. Where the customer has chosen cash meter the fare charged shall always be that of the company’s rates on the day of travel.
1.4.7 The company agrees to honour any quote provided within 14 days of any price given. Should the company lower its prices 14 days or less after a quote has been given, the company will re-quote at the new rates if requested by the customer. All quotes are valid for a maximum of 14 days. After 14 days the company reserves the right to charge an amount different to that which was originally quoted. This does not apply where the customer has chosen Cash Meter
1.4.9 Payment for Pre-Paid journeys can be made by card either over the phone or on the internet, or by BACS transfer.
1.4.10 Card Payments over the phone or on the internet will be processed by the companies’ card payment partner www.stripe.com
1.4.11 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 booking@personalclasstravel.com within 24 hours of the charge being made, and payment taken. The company will then respond within 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. The company agrees to delete the customers card details once payment has been processed, upon the request of the customer
1.4.12 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 may 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
1.5 Accounts
1.5.1 The company makes four types of account available. Business, Personal Account, Family Account & Personal Class Account
1.5.2 The company does not impose any charges on a Personal Account. The customer will be required to register a valid credit or debit card with the company upon opening an account and authorises the company to charge the customers card with in 24 hours of a booking being placed. The customer may choose whether they wish to be charged a fixed rate of a metre rate. Unless otherwise requested, the company will apply a meter rate for all journeys under 15 miles, and a fixed rate on all journeys over 15 miles. When a journey is charged at the meter rate, the final fare shall be decided in the same way as a Cash Meter job, when a journey is charged at a fixed rate the fare shall be determined in the same way as a Pre-Paid Fixed Fare. No deposit is applicable to a Personal Account. Although the company does reserve the right to make a charge to the card for a no-show or a late cancellation. Any such charge will be the lesser of the total cost of the fare, or the distance from the company’s office to the pickup address. There is no discount for using a Personal Account
1.5.3 For Personal Class and Family accounts the company charges a setup fee which must be paid prior to an account being set up, and an annual fee which must be paid in order to keep the account active.
1.5.4 Personal Class and Family Accounts are both subject to credit checks. The company is under no obligation to refund any set up fee paid if an account is refused due to unsatisfactory results of a credit check.
1.5.5 Personal Class & Family Accounts may be paid by either Credit / Debit Card, or by Direct Debit, and the customer can choose between weekly or monthly payments. All Direct Debits will be processed using our Direct Debit Partner, www.gocardless.com. All card payments are processed by www.stripe.com. Unless requested by the customer, the company will by default invoice weekly and require payment by credit or debit card
1.5.6 Family Accounts must provide the company with a main point of contact, as well as a list of people authorised to make bookings on the Family Account. Each authorised person will then be provided with a PIN number which must be provided when they make a booking for the booking to be charged to the account. There is no requirement for all the people authorised to use a family account to be related or live at the same address. The Family Account will be in the name of the main point of contact, and it is there card which shall be charged, or bank account from which a direct debit set up from. The main point of contact will be responsible all liabilities involved with the account
1.5.7 Where the customer has a weekly billing period, the customer shall be invoiced every Monday for any journeys undertaken in the previous 7 days. If the customer is paying by card, the customers card will be charged the full amount the same day. If the customer is paying by Direct Debit, payment will be taken by Direct Debit on the Friday of that week. Where the customer has requested Monthly billing, they shall be invoiced on the first Monday of every month for all journeys undertaken in the previous month. Where the customer is paying by card, the full amount shall be charged to the customers card the same day, and where the customer is paying by Direct Debit, payment will be taken by Direct Debit on the Friday of that week.
1.5.8 The customer may choose to have a different billing and payment date, which will be considered on a case by case basis
1.5.9 Business Accounts are available free of charge to companies that can either provide a VAT number or a Company Registration Number. Billing may monthly or weekly and payment can by company credit or company debit card or by Direct Debit. The Business will be required to provide the company with a main point of contact, as well as a list of people authorised to make bookings on the Business Account. Each authorised person will then be provided with a PIN number which must be provided when they make a booking in order for the booking to be charged to the company
1.5.10 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
1.5.11 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, 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. In the event this action is taken against a Family Account, it shall be taken against the main point of contact who is responsible for running the account and liable for all debts incurred by the account
1.5.12 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
1.5.13 Legal Action taken by the company could include, but is not limited to, applications for a CCJ to be issued against the customer and appointment of High Court Bailiffs to attend the customers address with the intention of retrieving payment or goods to be sold to pay off the debt, applications for Attachment of Earnings Orders, Petitions for Bankruptcy
1.5.14 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.
1.6 Cancellations & Amendments to Bookings
1.6.1 The customer has the right to cancel any booking for any reason prior to the driver arriving at the booked pick up location at the correct date and time
1.6.2 Any Pre-Paid Fixed Fare bookings cancelled more than 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 Pre-Paid Fixed Fare bookings cancelled less than 24 hours prior to the booked time will not be eligible for a refund. Where the booking was made on account, the customer may still be charged for either 10% or the full fare depending on when the cancellation is made
1.6.3 Where a booking has been made less than 24 hours before the booking, and Pre-Paid, 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. If the booking is cancelled less than 1 hour before the booked time, the customer will not be eligible for any refund. If the booking is on account, there will be no charges so long as the driver has not yet been despatched. If the driver has been despatched, the customer may still get charged the full amount of the fare
1.6.4 Whilst the company will make every effort to fulfil all bookings, it reserves the right to cancel any booking at any time.
1.6.5 Should the company be forced to cancel a booking prior to the driver’s arrival at the pickup address at the booked time, then customer will be eligible for a full refund. Exceptions to this are Acts of War, Acts of Terrorism, Criminal Acts, Acts of God & Force Majeure, or where the booking is cancelled as a result of the actions of the government, council or any other authoritative body, so long as the actions are not as a result of any actions by the company.
1.6.6 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 and no refund will be given. Where the customer has chosen to pay by this is reduced to 5 minutes. This does not apply if the pickup Address is an Airport
1.6.7 Waiting time may be chargeable after 5 minutes. For Personal Class Account, this is extended to 10 minutes.
1.6.8 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.
1.7 During the Journey
1.7.1 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.
1.7.2 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.
1.7.3 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. 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.
1.7.4 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.
1.7.5 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. If no contact is made 15 minutes after the driver’s arrival. The company reserves the right for the driver to cancel the booking, if the booking has been Pre-paid, no refund will be applicable. If the booking is on account, a charge may be applied for the total value of the fare to the account. The only exception to this is when the pickup is at an Airport.
1.7.6 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, if the booking has been Pre-paid, no refund will be applicable. If the booking is on account, a charge may be applied for the total value of the fare to the account. The only exception to this is when the pickup is at an Airport.
1.7.7 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
1.7.8 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 may be incurred
1.7.9 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 may 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
1.7.10 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 may will be incurred.
1.7.11 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 may will be incurred.
1.7.12 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.
1.7.13 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.
1.7.14 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.
1.7.15 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
1.7.16 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.
1.7.17 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 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.
1.7.18 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
1.7.19 Passengers are to check they have not left any personal items or rubbish in vehicle prior to the vehicle departing.
1.8 Airports
1.8.1 All Airport Pick Ups are to be Pre-Paid or Account. It is not possible to pay Cash for an Airport Pick Up.
1.8.2 The company charges an Airport Pick Up Surcharge. This will be a set amount plus the cost of 1 hours parking at the airport in question. This will be included in any price quoted and paid for at the time of booking. The company makes available an Economy Airport Pick Up, with does not have an Airport Pick Up Surcharge applied to it.
1.8.3 If a Meet & Greet has been booked and paid for. the company and the driver agree to track the progress of the passenger’s flight and aim to be in the arrivals hall to meet the passenger 15 minutes after a domestic flight has landed, and 30 minutes after a flight from outside the UK has landed.
1.8.4 In the event a flight lands earlier than the scheduled time, the driver will aim to be in the arrival hall 15 minutes after the flight was due to land, or 30 minutes if the flight is from outside the UK
1.8.5 If a Meet & Greet has not been booked, the company and the driver agree to track the progress of the passengers flight and aim to be in the designated pick up area at the airport 20 minutes after the flight has landed if it is a domestic flight, and 35 minutes after the flight has landed of the flight is from outside the UK. In the event the flight lands early, the driver shall aim to be in the designated pick up area at the airport 20 minutes after the scheduled landing time for a domestic flight and 35 minutes after the scheduled landing time if the flight is from outside the UK. This does not apply to Economy Airport Pick Ups
1.8.6 Whilst the company and the driver will make every effort to adhere to the times specified in above, the company is unable to guarantee they will always happen. In the event the driver is going to be later than the times specified above 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. If a Meet & Greet has been booked the driver will meet the passenger in the arrival’s hall, otherwise the driver will contact the passenger upon their arrival at the airport and meet them in the designated pick up zone of the airport.
1.8.7. With all bookings, apart from an Economy Airport Pick Up, the company provides 60 minutes free waiting time from the time the flight has landed. After which waiting time is chargeable.
1.8.8 When an Economy Airport Pick Up is booked, neither the company, nor the driver shall track the flight. The driver shall arrive at the designated pick up zone of the airport at a time specified by the customer. The time given for Economy Airport Pick Ups 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. 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
1.8.9 The company provides 10 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 the driver may leave the airport, and no refund will be given.
1.8.10 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.
1.9 Damage and Soiling
1.9.1 Passengers are to take care not to cause any damage to, or soil in anyway the vehicle before, during and after any journey.
1.9.2 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.
1.9.3 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 customer. 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 loss of earnings charge is £10 per hour up to a maximum of £150. Any costs incurred by the driver in getting the vehicle to a place where work is carried out shall also be chargeable to the customer. 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.
1.9.4 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 loss if earnings is charged at £100 per day the vehicle is off the road for repairs. 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.
1.9.5 Should the driver be forced to forego an advanced booking as a result of soiling or damage caused by the passenger the customer will also be charged the cost of the missed booking on top of charges laid out above.
1.9.6 If the company is required to pay charges or additional costs as a result of a missed booking due to soiling of damage by the passenger then these charges will also be charged to the customer on top of the charges laid out above
1.9.7 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. t.
1.9.8 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 or take legal action to recover the money. Legal Action taken by the company could include, but is not limited to, applications for a CCJ to be issued against the customer and appointment of High Court Bailiffs to attend the customers address with the intention of retrieving payment or goods to be sold to pay off the debt, applications for Attachment of Earnings Orders, Petitions for Bankruptcy
1.10 Lost Property and Damage to Passengers Possessions
1.10.1 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
1.10.2 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 12 hours of the journey ending.
1.10.3 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.
1.10.4 The company accepts no responsibility or liability for failure to contact a driver upon the report of an item being left in the vehicle.
1.10.5 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
1.10.6 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.
1.10.7 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.
1.10.8 The passenger must ensure that all items in their possession are kept in such a manner as they will not become damaged in anyway.
1.10.9 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.
1.11 Fixed Same day Return
1.11.1 Where a passenger is travelling from one pick up location to one destination and returning to the same pick up location later the same day, the company may apply a 10% discount to the return journey
1.11.2 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 time the booking is placed
1.11.3 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 be collected on the return journey
1.11.4 Fixed Same day Return cannot be used in conjunction with any other offer or promotion, and is not available for cash bookings
1.12 Wait and Return
1.12.1 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
1.12.2 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
1.12.3 The minimum time charged is 2 hours waiting
1.12.4 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
1.12.5 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 wish to be picked back up.
1.12.6 If waiting period is shorter than the amount of time booked, no refund for the difference will be payable
1.12.7 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
1.12.8 Wait and Return cannot be used in conjunction with any other offer or promotion and is not available for cash bookings
1.13 Timed Bookings
1.13.1 A driver and can be hired by the hour, day or week to be used as the passengers directs
1.13.2 There is a minimum booking of 2 hours
1.13.3 Mileage limits apply to all Timed Bookings. If the Mileage limit is exceeded, excess mileage will be chargeable
1.13.4 Hour limits also apply to Day & Week bookings. If the hour limits are exceeded, extra hours will be charged
1.13.5 Timed Bookings cannot start earlier than 6:00am and must end no later than 10:00pm
1.13.6 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
1.13.7 A length of any given day for the driver must not exceed 15 hours from start to end
1.13.8 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
1.13.8 The Hour, and mileage limits for Weekly bookings, are for the entire week
1.13.9 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.
1.13.10 The company agrees to display all Hire rates, and extra hours and excess mileage charges on the company’s website
1.13.11 Timed bookings are to be Pre-Paid by card. Any additional charges for extra hours or excess mileage, will be charged to the same card within 7 days of the last day of hire. If for any reason the card payment for excess hours or mileage charges fails, the customer will be invoiced for the total plus 15%. This total shall then be payable with 14 days. If the outstanding balance is not paid with in 14 days, that a further 25% of the total balance will be added to the amount owed. A further 25% of the total owed will be added to the balance every 28 days until the full balance is paid. The company reserves the right to take legal action to recover any unpaid balances. This includes selling the debt to a debt collection agency, applying for a CCJ or appointing Bailiffs to recover the money.
1.14 Stand by and Retainer
1.14.1 Stand By can be used for a maximum of 3 hours Sunday to Friday and 2 hours on Saturday and is chargeable by the hour. The Retainer is chargeable by the day.
1.14.2 Stand by and Retainer are only available to Personal Class Account Holders
1.14.2 For the purposes of Stand by and Retainer, the company defines a day as a period of 24 hours between 6am to 6am. As such Saturday begins at 6:00 am on Saturday and commences at 05:59 am on Sunday
1.14.3. The retainer can be booked either daytime, which is 06:00 to 17:59, night-time, which is 18:00 to 05:59 or full day, which is 06:00 to 05:59
1.14.4 At the time of booking the customer is to provide the possible pick up location at the time of booking. For Stand By bookings, the driver will be approximately 5 minutes from this location for the duration of the Standby. For Day Time Retainer, the driver will be no more than 15 minutes from the location, during night-time retainer the driver may be up to 30 minutes from the pickup location.
1.14.5 The customer may alter the pickup location when they wish to be met, but they should be aware that the response time may vary depending on the distance between the original and new pick up locations
1.14.6 Any journeys carried out by the driver that commence during the period of availability will be payable separately and in full in addition to the Stand By or Retainer Charge, with the fare being calculated by a Meter at the companies’ mileage rate applicable to the category of vehicle booked.
1.14.7 The driver may only be used for one journey for Standby, the only exception to this if the driver is required to wait a short period of time before carrying on with the journey. In this instance, the meter will be kept running and the customer will effectively be charged double waiting time. The journey carried out will be in addition to the Stand By charge, which will be based on how long the customer books the driver to be on Stand By, and not how long the driver is on Stand By.
1.14.8 The driver may be used for multiple journey’s with Retainer. Each journey will be charged individually and will be chargeable in addition to the retainer fee.
1.14.9 At the end of the booked Stand by or Retainer time, the driver will no longer be available to the customer and the company will be under no obligation to carry out any journeys.
1.14.10 If the customer still requires a driver to carry out a journey after the end of the booked Stand By or Retainer time, the customer agrees that they may have to wait for a driver to be available to carry out the booking, which may involve a wait longer than the time the wait would have been if the driver was still on Stand By or Retainer. The customer also acknowledges that the driver may be different
1.14.11 The driver will alert the customer either by phone call or text message or some other means of the driver’s choice and discretion when there is 15 minutes left of the period of availability, and again when there is 5 minutes remaining as well as when the time has come to an end
1.14.12 In the event the customer contacts the driver or the company to request a pick up prior to the end of the period of availability, but the driver is still waiting at the pickup location past the end of the period of availability, then standard waiting time charges and cancellation procedure shall be put in to place
1.15 Personal Miles
1.15.1 Personal Miles are only available to Personal Class Account holders and can be collected and redeemed against future bookings
1.15.2 One Personal Mile is awarded for every 100 Miles of Standard Bookings, 75 miles of Premium Bookings
1.15.3 A Customers Personal Mile account will be updated monthly, and any Personal Miles will be added to the customer’s account retrospectively
1.15.4 Personal Miles can be reclaimed at any time but must be claimed at the time of booking. Bookings cannot be adjusted after they have been made.
1.15.5 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
1.15.6 Personal Miles can only be claimed against Standard Rate Bookings
1.15.7 Personal Miles have no cash value, and cannot be exchanged for cash or used in conjunction with any other offers or promotions
1.15.8 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
1.15.9 The company reserve the right to amend the number of Personal Miles awarded at any time without notice.

2 Personal Class Tours
2.1 All tours are for a maximum of 3 people
2.2 Tours will begin and end at the same location as advised by the customer. The driver may at their discretion end the tour at an alternative location within a reasonable time and distance from the advised location.
2.3 Tours may end at a different location if agreed in advance with the company, however the company reserves the right to charge an additional amount for this
2.4 Tours do not follow a set route, so what may be seen on one tour may not be seen on another tour
2.5 All tours must be paid in full at the time of booking. When booking, the customer must provide the full address of the start and finish of the tour, the number of people on the tour, the name and mobile phone number of at least one of the passengers going on the tour
2.6 The customer may cancel a tour and receive a full refund minus 10% and £10.00 72 hours prior to the booking. Tours cancelled between 72 and 48 hours prior to the booking and receive a 50% refund minus £10.00 administration fee. No refunds will be given for tours cancelled less than 48 hours prior to the booking
2.7 All tours are driven sightseeing tours. No entry is included to any attraction or location. The customer may request that the driver stops at any given location for any reason, including but not limited to the opportunity to take photos, gain entry to an attraction. Any such request will be subject to the driver’s ability to stop and park. In the event the customer wishes to enter an attraction, and the driver can park nearby, the customer may do so. Any entry fees and or parking charges however will be payable by the customer in addition to any monies already owed.
2.8 Any time spent in an attraction will be included in the tour time and the tour will not be extended to compensate. Should the customer be in an attraction or location at the time the tour was due to end, the tour will be deemed to be over, and the current location will be deemed to be the destination. In this situation the driver will be under no obligation to wait for the passenger or return them to the original destination. The only exception to this is where the driver departing may leave the passengers stranded with no other way of getting back to the pick-up location. In this situation the company has a duty of care to ensure all passengers are safely returned to a location they can get back to the pick-up location from. Any such location does not have to be the pick-up location and any place that has suitable transport links will suffice for the company’s duty of care to be fulfilled. The driver reserves the right charge an additional fee for this. Alternatively, the passengers may make an additional booking to return them to the pickup location, or any other location of their choosing. For this the customer will be charged full mileage rates
2.9 The driver for the tours are licenced private hire or hackney drivers and not Historical experts. Whilst they will have a good general knowledge of the region, they are not experts and the company does not guarantee the accuracy of any information given by the driver either prior too, during, or after the tour
2.10 Only refreshments, such as food and drink, provided by the company is to be consumed in the vehicle. The customer is free to bring their own food with them, but this must be consumed outside of the vehicle
2.11 The company reserves the right to cancel any tour or terminate any tour early due to weather conditions or predicted weather conditions which may make driving dangerous, and to do would increase the chance of injury. In the event of a tour being cancelled, the company will offer to re-arrange the tour at no additional cost. If this is not possible then the customer will be eligible for a full refund minus a £10.00 administration fee. In the event a tour is commenced but is terminated early due to worsening weather conditions no refund will be given if the tour has lasted more than 1 hour. In the highly unlikely event a tour commences, but is terminated less than 1 hour later, a 50% refund minus a £10.00 admin fee may be issued to the customer
2.12 Smoking or Vaping is not permitted in the vehicle at any time, and damage and soiling charges are the same as for Personal Travel
2.13 The driver will arrive at the designated pick up location at the designated time. If the customer has not arrived and contact has not been made with the customer 15 minutes after the designated time, the driver may leave the pickup location and no refund will be given. If contact has been made with the customer, the driver will wait up to a maximum of 30 minutes after the designated time before leaving and no refund will be given. In the event that the tour begins late as a result of the driver having to wait for the customer, the tour may be reduced in length of time, and still finish at the scheduled time, and no refunds will be given.
2.14 The amount of time the driver waits will be subject to any parking or waiting restrictions in place at the pickup location. In the event the driver is unable to wait at the designated pick up location for the stated times, the driver may move to another location to wait while attempting to contact the customer. If the driver has to move to an alternative location due to parking or waiting restrictions, the driver will return to the designated pick up location once contact has been made. In certain circumstances the company and the driver reserve the right to request the customer goes to the driver’s new location. Such circumstances would be due to the traffic conditions, or a one-way system being in operation, or similar meaning it would take less time for the customer to go to the drivers location, rather than the driver returning to the designated pick up location.
2.15 Where a Transfer & Tour has been booked, the customer must book the tour at the same time as the transfer.
2.16 Where a Transfer & Tours has been booked and the transfer is from an Airport, the company and the driver will track the flight and the driver will aim to be in the arrival’s hall 15 minutes after the flight has landed if it is a UK domestic flight, and 30 minutes after an international flight. The driver will wait for up to 120 minutes after the flight has landed. If contact has not been made 120 minutes after the flight has landed, the driver may depart the airport. The company will attempt to contact the customer for a period of up to 24 hours, or up until 1 hour before the start time of the tour. If contact can be made, the company will attempt to reschedule the tour. If the customer is not contacted in this time scale, or the tour cannot be rescheduled to a convenient time the tour will be cancelled, and any refunds will follow the refund policy laid out above. Any refund, will be for the value of the tour only.
2.17 Where a Transfer & Tour has been booked and the transfer is from somewhere other than an Airport the driver will arrive at the designated pick up location at the requested time. If contact has not been made 30 minutes after the requested time, the driver may leave. The company will attempt to contact the customer by email for a period of up to 24 hours, or up until 1 hour before the start time of the tour. If contact can be made, the company will attempt to reschedule to tour. If the customer is not contacted in this time scale, or the tour cannot be rescheduled to a convenient time the tour will be cancelled, and any refunds will follow the refund policy laid out above. Any refund, will be for the value of the tour only.
3 Personal Check
3.1 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.
3.2 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.
3.3 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
3.4 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.
3.5 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.
3.6 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. Any such meeting will not be arranged automatically, and must be requested by the customer if they wish to exercise this right. In the event the customer wishes to exercise this right, the company will seek to provide an alternative person and arrange a meeting between the customer and the replacement at additional cost to the customer equal to that of one visit. Alternatively the customer may cancel the booking and receive a full refund of any money already paid minus the cost equal to one visit. If the company is unable to provide a suitable person that is acceptable to the customer, they shall refund all money already paid by the customer.
3.7 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.
3.8 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.
3.9 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.
3.10 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
3.11 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.
3.12 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.
3.13 Where possible, and if required 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%
3.14 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
3.15 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. The customer agrees that upon their return they may be required to arrange for further work to be done in order to rectify an issue.
3.16 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 written 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%
3.17 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. If any such request is made, the company agrees to provide a copy of the log as soon as is reasonably practicable to do so, and in any case within 36 hours of the request being made. The copy may be provided in the form of photograph sent via Text message, WhatsApp or some other form of messaging, a scanned copy sent via email, a photograph sent via email or any other method deemed appropriate by the company. The company accepts no responsibility for the failure of the customer to be able to accept or view the log for whatever reason. The company shall make no payments in any form, be this monetary, compensatory or any other form to the customer which will allow them to view the log. All costs incurred to retrieve and or view the log shall be met exclusively by the customer.
4 Miscellaneous Items
4.1 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.
4.2 All vehicles provided by the company are operated, maintained, licenced and insured by the drivers. The company does not own any vehicles
4.3 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.
4.4 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. Any such payment made by the company does create a precedent, and should not be used as an indication that a similar payment will be made again in the future to any customer.
4.5 Is 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 booking@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.
4.6 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.
4.7 The company’s tariff is advertised on the company website, and the company reserves the right to amend the prices at any time without 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. No refunds will be issued should the company reduces its prices between the booking be placed and the journey taking place, neither shall the company impose any additional charges on the customer as a result of the company increases prices between a booking being made and the journey taking place. The only exception to this shall be where waiting time charges, or charges for soiling of, or damage to the vehicle are incurred by the customer during the booking.
4.8 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 make available to the driver a smartphone app that can calculate the final fare according to the company’s tariff in place at the time. However, the driver is under no obligation to use the smartphone app, or to charge the final fare displayed, 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
4.9 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 the customer has 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.
4.10 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
4.11 A surcharge maybe added to any journey starting between the times mentioned above
4.12 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. The customer is free to un-subscribe from any mailing list at any time. This can be done by either following the relevant links on any marketing emails, or by emailing booking@personalclasstravel.com. If a customer emails the company to request removal from any mailing list, the company agrees to do so within 10 working days. The customer may still receive marketing emails from the company during this period.
4.13 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 booking unless permission to do so is given to the passenger by the driver
4.14 The customer agrees that their mobile phone number may be shared with the driver for the purpose of allowing the driver to contact the customer in relation to the booking. Drivers are instructed not to store or save any passengers phone numbers without express consent given by the passenger. Additionally, Drivers are instructed not to contact the passenger for any reason other than in relation to the booking without the express consent given by the passenger. If the driver does not adhere to these instructions, the company cannot be held liable for any action taken by the driver. Neither shall the company pay any compensation of any form to the passenger for any reason, should the driver not adhere to these instructions. Should the driver attempt to contact the passenger for any reason aside from in relation to the booked journey the customer is free undertake legal proceedings against the driver, but no legal proceedings of any kind shall be brought against the company. The company will not get involved in any legal disputes or legal proceedings on behalf of either party. The only exception to this is if the company, a director of the company, an employee of the company or an agent acting on the companies behalf are called to give evidence in any court proceedings, or are legally required to provide any evidence to the police as a result of any legal proceedings. The company shall only provide the statements of fact in relation to the case, and will not offer any thoughts or opinions or any actions by either party.
4.15 In the event a refund of any kind is paid from the company to the customer for any reason, this will be refunded to the credit or debit card used to pay for a booking or the deposit. If the customer has an account, then the value of any refund will be given in the form of credit to the customer’s account. The credit shall remain in place for a period of no less than 182 days from the date the credit is applied. Any credit remaining after 182 days shall be refunded to the customer’s debit or credit card upon written request. There is a minimum payment of £10.00 for all refunds, and no refunds shall be given lower than this value. If a refund is due below the value of £10.00, the company shall instead provide credit to the customer of the same value to be used at any time in the following 12 months. Any refunds will be processed by the company within 28 days of the refund being requested. It may then take a further 10 working days for the refund to appear in the customer’s account.
4.15 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 – 09/04/2020
Approved by – David James – Managing Director of Personal Class Travel Ltd
Come into effect on – 10/04/2020