1. Booking and Quotations
- Basis of Contract: State that a contract is only formed once the company has accepted the booking and issued a confirmation (email/app/text).
- Accuracy of Info: The customer is responsible for providing correct pickup times, locations, and flight numbers.
- Vehicle Suitability: Reserve the right to provide an alternative vehicle type if the requested one is unavailable, provided it can still accommodate the number of passengers and luggage.
- Quotes: Specify that quotes are valid for a set period (e.g., 28 days) and are based on the most direct route.
2. Cancellation and Refunds
This is often the most disputed section. Be very clear:
- Standard Cancellation: For example, "Cancellations made more than 24 hours before pickup receive a full refund."
- Late Cancellation: "Cancellations made after the vehicle has been dispatched will incur 100% of the fare."
- No-Show Policy: Define a "No-Show" (e.g., the driver waits 15 minutes at a residential address or 60 minutes at an airport without contact) and state that the full fare will be charged.
- Refund Processing: Specify that refunds will be returned to the original payment method within 3–5 working days.
3. Passenger Conduct and Safety
- Right to Refuse: Explicitly state the driver’s right to refuse any passenger who is abusive, intoxicated, or poses a safety risk.
- Soiling Charge: Include a fixed fee (typically £80–£150) for professional cleaning if a passenger soils the vehicle.
- Smoking/Vaping: Strictly prohibit smoking and the use of e-cigarettes inside all vehicles.
- Child Seats: State that it is the passenger’s responsibility to provide and fit a child seat, though the company may provide one if arranged in advance.
4. Luggage and Property
- Liability: Clarify that all property is carried at the owner's risk. The company is not liable for loss or damage to luggage.
- Lost Property: Outline the process for claiming lost items and state that a delivery fee may apply to return items to the owner.
- Weight/Size Limits: Reserve the right to refuse luggage that is excessive or may damage the vehicle.
5. Liability and Delays
- Force Majeure: You cannot be held liable for delays caused by circumstances beyond your control (e.g., extreme weather, road accidents, or national emergencies).
- Missed Appointments/Flights: Include a clause stating the company is not liable for consequential losses (like missed flights) due to traffic or vehicle breakdown. Encourage passengers to book with ample "buffer" time.
6. Regulatory and Legal (2026 Updates)
- VAT Changes: As of January 2, 2026, UK taxi and private hire operators are excluded from the Tour Operators’ Margin Scheme (TOMS). Ensure your T&Cs reflect whether your prices are inclusive or exclusive of VAT under the new normal VAT accounting rules.
- Data Protection: State that all personal data is handled in accordance with the UK GDPR and your Privacy Policy.
- Licensing: Confirm that all drivers and vehicles are licensed by the relevant local authority (e.g., TFL or local council).