Terms and Conditions
- DEFINITIONS AND INTERPRETATION
1.1. “Booking” means a Customer’s request for Services, howsoever communicated to the Company as evidenced by the Company’s records.
1.2. “Business Day” means a day (excluding Saturdays, Sundays and public holidays) which is also a day on which clearing banks in the City of London are open.
1.3. “Cancellation Fee” means a fee charged by the Company for the cancellation of the Services by the Customer before the booked collection time or after the Passenger Vehicle has departed to fulfil the Booking (whether or not it has arrived at the Collection Address) as detailed in the Price List (such fees will be higher for collection outside of London).
1.4. “Contract” means a contract for the provision of the Services to the Customer and each such Contract shall incorporate these Terms.
1.5. “London” means the areas defined as Zone 1 Zone 2 and Zone 3 in the map of the London Underground as varied from time to time by Transport for London.
1.6. “Charges” means the Company’s charges shown in the Price List or other published literature.
1.7. “Christmas Period” means between 18:00 on 24 December to 06:00 AM on 27 December, in any year.
1.8. “New Year’s Period” means between 18:00 on 31 December to 06:00 AM on 2 January, in any year.
1.9. “Collection Address” means the address stated by the Customer at the time of making the Booking as the address from which the Vehicle shall collect the Customer, any Passengers or the Goods.
1.10. “Company” means Heathrow Airport Pickups Ltd.
1.11. “Credit and Debit Card Services” means Services provided by the Company to the Customer, to be paid for by the Customer to the Company by way of a credit or debit card payment.
1.12. “Customer” means any person(s), firm or company to whom the Company provides Services.
1.13. “Driver” means any person who provides his/her services, for the transportation of Passengers by a Passenger Vehicle, to the Company under a contract for services.
1.14. “Goods” means any goods transported by the Company pursuant to a Contract.
1.15. “In Writing” means any written communication including email and SMS.
1.16. “Passenger(s)” means the Customer and such persons whom the Customer shall authorise and/or permit to make use of the Passenger Services by travelling in a Passenger Vehicle.
1.17. “Passenger Vehicle” means any vehicle provided by the Company for the carriage of Passengers.
1.18. “Price List” means the list maintained by the Company of its Charges relating to the Services from time to time and a current copy of which can be obtained on request.
1.19. “Services” means the transportation of Passengers by car.
1.20. “Terms” means these terms and conditions, as amended from time to time, to which the Passenger(s) agree upon using any of our services.
1.21. “Extra Waiting Time Fee” means a fee charged to the Customer by the Company following clauses 2.3.5, 2.3.6, 2.3.7 or 2.3.8 as detailed in the Price List.
1.22. “Operating Centre” means place where the booking is taken by the Company to provide Services for the Customer.
2. SERVICES
2.1. Account, Credit and Debit Card Services
2.1.1. When making a Booking for the Credit and Debit Card Services, the Customer must select to pay the Company for the Services either by way of a credit card or a debit card payment, details of which shall be processed by the Company. The company is processing/capturing all payments at least one day before the time of collection or at the time of allocation to the driver. If for any reason payment will be not settled or is impossible to captured – the booking automatically will be cancelled.
2.1.2. In consideration for the performance of the Credit and Debit Card Services, the Customer shall pay the Charges by way of a credit or debit card payment by clause 2.1.1.
2.1.3. When placing the booking for the Account Services, the Customer shall pay for all Charges onto the company account not later than the due date on the invoice issued after the specific period agreed between the Customer and the Company.
2.2. Passenger Services – Fees
2.2.1. The price provided to the Customer at the time of making the Booking shall be based on the journey specified by the Customer at the time of Booking (the “Original Journey”). The price provided to the Customer at the time of making the Booking may not include additional fees like extra waiting time or car park – please see the “finance” section in the customer app for full additional charges or payment section on the website where all extra costs are detailed. If the price is provided by email or over the phone all fees will be provided at the time of the booking. The price quoted by the Company shall be based upon the Company’s chosen route between the Collection Address and the Customer’s destination (via any other pick -up points or drop-off points stated by the Customer at the time of making the Booking). Should the Customer wish to take a specific route (which is different to that taken by the Company) the Company reserves the right to charge the Customer an additional charge in relation to that Booking.
2.2.2. The Company reserves the right to charge the Customer for any additional costs which may be incurred by the Company as a result of any variation or deviation from the Original Journey specified at the time of Booking, as detailed below.
2.2.3. The Company shall be entitled to vary the Price List from time to time by giving not less than 1 Business Days notice to the Customer.
2.2.4. If a Booking is cancelled by the Customer on or after the arrival of the Passenger Vehicle at the Collection Address, a Cancellation Fee shall be charged. If a Booking is cancelled by a Customer after the Passenger Vehicle has departed to full-fill the Booking (but before it arrives at the Collection Address) the Company shall be entitled, at its sole discretion, to charge a Cancellation Fee.
2.2.5. The Customer and Passenger(s) and any luggage or personal items shall be ready for collection at the time stipulated by the Customer when the Booking is made. The Company will allow a maximum of 15 minutes free waiting or loading time when picking up Passenger(s) from a regular address. If all booked Passenger(s) have not boarded the Passenger Vehicle within 15 minutes of the stipulated time, the Company reserves the right to charge the Customer a Waiting Time Fee (See Price List) proportionate to the delay in departure from the Collection Address, which will, for the avoidance of doubt, include the first 15 minutes. After the free 15 minutes of waiting time pass, if contact cannot be made with the Customer, the booking will be automatically considered cancelled due to “no show” policy.
2.2.6. In relation to the collection of the Customer and any Passenger(s) from a London airport (Heathrow, Gatwick, Stansted, Luton, London City or Southend) or major port/cruise terminal (Southampton, Portsmouth, Dover, Harwich, Tilbury), the Company will allow a maximum of 30 minutes free waiting time and parking starting from the scheduled pick-up time* (for airports pick-ups, scheduled time is worked out by adding the chosen time frame (M&G period) after the last known estimated arrival time of an inbound international flight). The Company reserves the right to charge the Customer a Waiting Time Fee proportionate to the delay in departure, which shall not include the first 30 minutes, but only the period waited after this initial time frame. For the purposes of this clause the “last known estimated arrival time” will either be (a) if the Customer provides a flight number at the time of making the Booking, the Company will monitor the relevant flight and alter the collection time accordingly; or (b) if the Customer does not provide a flight number, the time which has been specified by the Customer. After the 60 minutes of waiting time pass, if contact cannot be made with the Customer, the booking will be automatically considered cancelled due to the “no show” policy.
2.2.7. In relation to collection of the Customer and any Passenger(s) from a London train station, the Company will allow a maximum of 15 minutes of free waiting time from the scheduled pick-up time. The “meet & greet” service is not offered as standard and is optional (See Price List). In the event that all booked Passenger(s) have not boarded the Passenger Vehicle within 15 minutes of the stipulated time, the Company reserves the right to charge the Customer a Waiting Time Fee (See Price List) proportionate to the delay in departure from the Collection Address, which will, for the avoidance of doubt, include the first 15 minutes. After the free 15 minutes of waiting time pass, if contact cannot be made with the Customer, the booking will be automatically considered cancelled due to “no show”.
2.2.8. All parking fees will be chargeable to the Customer for collections from airports, ports, international and domestic train terminals or any regular address which requires paid parking. Car parking fees are set out in our Price List.
2.2.9. If the Customer requires the Company at the beginning and/or during the course of the Original Journey to make any alternative pick-up(s) or collection(s) of Passenger(s) during the course of the Original Journey or to drop off Passengers at any locations other than as specified in the Original Journey or to take any variation from the Original Journey as specified at the time of Booking, additional charges may be applied by the Company, as detailed in the Price List. The Company reserves the right to decline carriage to any Passenger who do not agree to the price being recalculated to new specifications.
2.2.10. If the Customer requires more than four (4) passengers to travel in a Passenger Vehicle additional charges may be levied by the Company (as detailed in the Price List) for the provision of a larger Passenger Vehicle or the carriage of additional Passengers in excess of four.
2.2.11. The Company shall be entitled to exercise a lien over any property belonging to the Customer in its possession pending payment of any Charges due to the Company.
2.2.12. The Company reserves the right to charge the Customer a surcharge for all journeys made during the Christmas Period and Public Holidays, such surcharge as detailed in the Price List.
2.2.13. The Company reserves the right to charge the Customer a fee for extra luggage (as detailed in the Price List).
2.2.14. The Company reserves the right to decline carriage to any Passenger(s) whose booking details at the time of pick-up do not match those of the Original Journey (ex. Customer books Original Journey for 2 passengers and 2 pieces of luggage and at pick-up he boards Passenger Vehicle with 4 pieces of luggage).
2.2.15 The company reserves the right to accept or reject any booking done online even if it was prepaid. In this case, Customer will be refunded in full.
2.3. Passenger Services – General
2.3.1. The Company may, in its absolute discretion, decline to accept any Booking.
2.3.2. The Company shall use reasonable endeavours to provide a Passenger Vehicle in good working order of the type specified by the Customer (or, if such a vehicle is not available, a reasonable alternative vehicle) within any time for so doing given by the Company or within a reasonable time.
2.3.3. In providing the Passenger Services, a Driver shall choose, at his/her sole discretion, the route from the Collection Address to the Customer’s destination. If a Customer requests that a specific route is taken, any price quoted in respect of such journey may be amended.
2.3.4. Customers must inform the Company at the time of making a booking if the Customer or any Passenger wishes to carry any domestic animals in any Passenger Vehicle. All domestic animals should be carried in a suitable box or cage, if appropriate and/or be suitably restrained. The Company and/or the Driver reserve the right to cancel a booking on arrival if the Company has not been informed of the Customer’s requirement to carry an animal in the Passenger Vehicle. Guide dogs are exempt from this requirement and are permitted to be carried in any Passenger Vehicle.
2.3.5. Passengers are not permitted to smoke in any Passenger Vehicle.
2.3.6. Passengers shall not play any musical instrument or recorded music in any Passenger Vehicle except with the written permission of the Company.
2.3.7. Passengers shall not consume alcohol in any Passenger Vehicle except with the written permission of the Company and the Company reserves the right to decline carriage to any Passenger who, in its opinion, is intoxicated.
2.3.8. The transportation of luggage in a Passenger Vehicle shall be permitted in the absolute discretion of the Company. Passengers shall remain responsible at all times for their luggage. The Company may assist the Customer with the loading and unloading of his/her luggage from the Passenger Vehicle, at the Company’s sole discretion.
2.3.9. The Company accepts no responsibility for the loss or damage to any luggage which is transported in a Passenger Vehicle. The Customer acknowledges and accepts that any luggage stored in the Passenger Vehicle may move around during the journey and accordingly the Customer (and any Passengers) should take extra care when opening the luggage compartment of the Passenger Vehicle.
2.3.10. Passengers are required to comply with current customs laws and regulations and the Company shall not be responsible for any delays caused by any failure to comply with the same.
2.3.11. All Passengers are required to use seatbelts at all times.
2.3.12. The Company will allow unaccompanied children of 14 years of age or less to travel alone in a Passenger Vehicle at its own discretion. When booking a journey for any child less than 14 years of age the caller must inform the Company that a child will be traveling. The Company does not accept any additional responsibility for any child who travels unaccompanied in a Passenger Vehicle. Please note child seats are not a requirement in Taxi & Private Hire Vehicles, and for this reason, we do not enforce or provide these while undertaking a journey with us; you can bring your own seat, but this cannot be stored with the driver.
2.3.13. The Company reserves the right to refuse to transport any Passenger who behaves in a disorderly, threatening or abusive manner or who, in its absolute discretion, the Company considers a nuisance or a danger to its employees, agents, subcontractors or fellow Passengers. The Company is committed to providing services in accordance with the Equality Act. The Company will do what it reasonably can to assist those who are not capable of boarding and alighting a Passenger Vehicle unaided.
2.3.14. The Company reserves the right to charge reasonable cleaning charges plus 2h loss of earnings for the driver at our normal hourly rate in the event of spillages, vomits or other damages to a car interior. For any spillages, Company reserves the right to charge £10 per every single seat and in the event that any Passenger does (or is directly or indirectly responsible for) any other serious mess (vomits, dog hairs, food-related mess, mud on seats and similar) £30 per seat plus 2h loss of earnings. 1h loss of earnings equals £20. In case of any serious damages, Passengers take full responsibility to cover all costs to restore the car to usable condition and this includes the loss of earnings to the driver.
2.3.15. Any dates, periods or times specified by the Company in connection with the performance of the Passenger Services are estimates only and time shall not be of the essence for the performance by the Company of its obligations under the Contract. The Company makes no warranty that the Customer or Customer’s Goods or property shall be delivered within the Customer’s stipulated time period (if any) and/or within any period stated by the Company unless expressly agreed in writing by a director of the Company.
2.3.16. The Company shall not be responsible for any property left by Passengers in any Passenger Vehicle. Such property will be stored by the Company for a period of 14 days and thereafter the Company shall be entitled to return, destroy or otherwise dispose of such property as it, in its absolute discretion, sees fit.
2.3.17. The Passenger shall be responsible for covering the cost of extra charges in the event of a delay being caused by a 3rd party (immigration or luggage claim queues, lost property or delays caused by the airport/airline used).
2.3.18. A maximum time of 15 minutes for normal bookings and 60 minutes for airport/port bookings will be allocated (when the booking was prepaid), after which time non-contact with the Customer will classify the booking to be a “no-show”. For the purpose hereof, a “No-show” is defined as an event whereby a Customer (a) in case of address collection, fails to meet the driver on the agreed pick-up time at the agreed pick-up point; or (b) in case of airport/port collection, fails to meet the driver in the arrival hall within the allocated time.
2.3.19. The Company uses Google Maps to improve the Website user experience for our Customers. However, the Company does not assume any responsibility for the map’s accuracy, distance or time displayed by Google Maps. This is a third party service. If the Customer wants to know the exact distance, the average time of a journey or other information displayed by Google Maps, they should call our Operating Centre.
2.3.20. The Company is committed to protecting the privacy of its Customers. The Company will only use the information that it collects about the Customers lawfully (by the Data Protection Act 1998). Information is collected for two reasons: first, to process the reservation, and second, to provide the Customer with the best possible service. The Company will not send out marketing e-mail in the future unless so consented by the Customer. The Company will give the Customer the chance to refuse any marketing email from the Company or from another trader in the future. The type of information the Company will collect about the Customer includes their name, address, phone number, and email address. The Company will never collect sensitive information about the Customer without their explicit consent. The information held by the Company will be accurate and up to date. The Customer will be able to check the information held by the Company by emailing the same. If the Customer finds any inaccuracies, the Company will delete or correct them promptly.
2.3.21. The Customer shall be liable for any damage caused by Passengers to any Passenger Vehicle.
2.3.22. Except in respect of death or personal injury caused by the Company’s negligence, or that of its servants or agents, the Company’s liability to the Customer for loss and/or damage caused by the negligence of the Company and/or its servants or agents, or otherwise which arises out of or in connection with the provision of the Services or their use by the Customer shall be limited as follows:
2.3.22.1. In relation to the Services generally, the Company’s liability shall not exceed £150;
2.3.22.2. In the case of lost or damaged Goods (including where relevant luggage of Customers travelling in Passenger Vehicles), the Company’s liability shall not exceed £150 unless the Customer has notified the Company that the Goods have a value over £150 before the journey and the Company has agreed in writing to be responsible for the repair or replacement of the Goods up to a greater value and the Customer shall indemnify the Company against any Passenger claiming sums over such limits.
2.3.23. Any complaints relating to the Services shall be addressed to the Company and made in writing within 7 days of the event giving rise to the complaint.
CHARGES AND FEES
3.1. Car Type
We provide services using the following car types:
Saloon (1-4 passengers / max. 2 check-in / 2 hand luggage)
(Toyota Prius, Skoda or similar)
Electric Vehicle (1-4 passengers / max. 2 check-in / 2 hand luggage)
(Tesla, Kia, Mercedes or similar)
Executive (1-4 passengers / max. 2 check-in / 2 hand luggage)
(Mercedes E-class, BMW 5 Series or similar)
Estate (1-4 passengers / max. 3 check-in / 2 hand luggage)
(Mercedes E-class Estate, Toyota Auris or similar)
MPV (1-4 passengers / max. 4 check-in / 4 hand luggage)
(Citroen C4, Seat Alhambra, VW Sharan or similar)
MPV5 (1-5 passengers / max. 5 check-in / 2 hand luggage)
(Ford Galaxy or similar)
MPV6 (1-6 passengers / max. 6 check-in / 6 hand luggage)
(Mercedes Vito, Vauxhall Vivaro or similar)
MPV7/8 Minibus (1-7/8 passengers / max. 7/8 check-in / 7/8 hand luggage)
(VW T5, Vauxhall Vivaro or similar)
MPV Executive (1-7 passengers / max. 5 check-in / 4 hand luggage)
(Mercedes Vclass, Vito or similar)
VIP (1-3 passengers / max. 2 check-in / 2 hand luggage)
(Mercedes Sclass or similar)
3.2. Waiting Time
3.2.1 Extra waiting time is calculated based on scheduled pickup time (for local pickups) and actual landing time (for airport pickups). Based on the information provided by the passengers we calculate extra waiting time accordingly to the scheduled pickup time and for airport pickups based on actual landing time – for example: if a customer requested to be picked up at 14:00 when the scheduled landing time is at 13:30 – it means our driver shall be inside the terminal 30 minutes after landing time. Driver shall monitor the flights and enter the terminal accordingly to the actual landing time. We can not promise that in case of early landing, the driver will be there earlier than the originally scheduled pickup time.
3.2.2. Delays in the air. For airport pickups, if the passenger flight is delayed for more than 90 minutes and the allocated driver is on the way to, or at the pickup location – extra waiting charges will be applied for the delays in the air. The first 90 minutes of the delay in the air will be free of charge as and therefore charges will be applied.
3.2.3. Waiting charges:
Regular address bookings
0-15 minutes = free of charge / payable if exceeded £5
+ every next started 15minutes – £5 + any parking (wherever applicable)
Airport & port bookings
0-30 minutes = free of charge
- every next started 15minutes – £5.00 for Saloon / Estate / MPV + any parking
- every next started 15minutes – £10.00 for Executive / MPV8 / MPV Executive / VIP + any parking
Train station bookings
0-15 minutes = free of charge / payable if exceeded £5
+ every next started 15minutes – £5 + any parking (if applicable)
Meet & Greet option is free
3.3. Other Charges
Diversion or stop on the way = £5.00 / diversion (depending on distance)
Extra 15 mins waiting / parking = £5.00 for Saloon / Estate / MPV
Extra 15 mins waiting / parking = £10.00 for Executive / MPV7/8 / MPV Executive / VIP
Please note child seats are not a requirement in Taxi & Private Hire Vehicles, and for this reason, we do not enforce or provide these while undertaking a journey with us; you can bring your own seat, but this cannot be stored with the driver.
3.4. Public Holidays Charges / Out of hours
The following days will be charged at a holiday rate by the Company for any services provided:
Christmas period – between 18:00 on 24/12 up to 06:00 on 27/12 each year
New Year period – between 18:00 on 31/12 up to 06:00 on 02/01 each year
Easter Period – between 18:00 on Ester Friday up to 23:59 on Easter Monday each year
This means the journey will be charged at 50% extra compared to the normal rate (ex., charge of journey + 50% holiday fee).
The following days will be charged at out of hourly rate by the Company for any services provided:
21:00 up to 04:59 am every day of the week.
This means the journey will be charged 20% extra compared to the normal rate (ex. charge of journey + 20% out-of-hours fee).
We reserve the right to increase fares accordingly to our availability. If for any reason we have limited access to our driver partners, fares might be increased accordingly without any notice.
3.5. Accepted Standard Payment Method
Please note that all online reservations are subject to card payment only (the company reserves the right to accept cash payment at its discretion, but reservations can only be made with the assistance of an operator via phone or email). This enforcement is now in place to avoid “no-shows” and fake reservations. If you need to cancel the booking, payment will be refunded according to our standard cancellation and refund policy.
3.7. Traveling with Pets within the Vehicle
Transport for London enforces without extra charging them. If a company or a driver has refused to undertake a journey or has charged you extra because of a guide dog, you can report them directly to the Transport for London Taxi and Minicab division. This applies to accredited assistance dog users only.
Pets are allowed within certain vehicles only, so it would be ideal to pre-book such a requirement. We apply a flat £10.00 charge (or more, depending on special circumstances) for such occurrences and the pet must travel within a safe cage or secure safety lease/harness while in transit (this is a law requirement).
CANCELATION POLICY
4. Cancelation Policy – General
4.1 There is a small charge for processing the payment to our customers for unexpected situations where a journey must be cancelled (as long as this is done 24 hours before the requested pick-up time). We understand that sometimes the unpredictable happens, and for unforeseen reasons, you can’t make it.
If you would like to cancel your booking with us, you can email us your booking reference and reason for cancellation. Alternatively, you can call our Operating Centre or cancel the booking using the customer app.
Pre-paid bookings will be refunded within 5 working days from the moment of cancellation.
If a booking is cancelled less than 24 hours before the scheduled pick-up time by a customer, a cancellation fee will be applied, which depends on the time we were informed…
More than 24 hours before pick-up time = 5% charge applied / 95% refund
Between 24 and 3 hours before pick-up time = 30% of the journey price
Between 3 hours and up to the pick-up time = 50% of the journey price
Once the journey has commenced (driver on the way), or If you double booked with a different company but failed to inform or cancel the journey with us, or If you have booked a journey with us but did not turn up, we will require 100% of journey price.
We recommend paying for the journey 24h before the scheduled pickup time to avoid any cancellation charge.
4.2 Refunds
The company has a strict no-refund policy for trips that have been undertaken and completed. In such cases, a refund will not be possible. If, for any reason, the driver is running late for the pickup, the customer must acknowledge and accept this fact before using the service. There are various factors that can influence the trip, including traffic conditions, which may cause the driver to be slightly late. We notify all passengers in advance of any potential delays, and you have the option to decide whether they still wish to use the service or not. In case you decide you do not want the service anymore due to the delay, we will refund you 100% of the fare.
In the event that a booking is canceled by the driver due to missing or incorrect information provided by the customer, no refund will be issued.
4.3 Double Payments
If you accidentally make a duplicate payment for the trip, you can request a refund with a 5% processing fee deduction.
4.4 Out Of Control Situations
The company has the right to cancel any booking in circumstances that are beyond its control, such as natural disasters, pandemics, fires, or airport closures. If the customer books a specific service (e.g. Meet and Greet) and the company is unable to provide it due to an unforeseeable situation (e.g. a fire at the airport), but a general transportation service is still being provided, the company reserves the right to charge the full price for the provided service.
DATA STORAGE AND PAYMENT METHODS
5. Data Storage
5.1 Due to regulation – General Data Protection Regulation (GDPR) live from 25 May 2018, which replaces the Data Protection Directive 95/46/EC, every customer who uses our services agrees to store the necessary information required for the booking such as Full Name, Address, Phone Number, IP Address and Email Address. In any case and at any time, Passengers can ask about all information we hold about them, and if required, we will delete it from our system.
5.2 We charge all our customers using a safe online payment method – Stripe. The payment is secured in the best possible way. Your data is stored in secured (not accessible even for us) data storage online. We initiate the charge which amount is defined in a booking confirmation and has been agreed upon by the Passenger and the Company online, by email, in the app or any other communication method used for the booking purposes. By using our services, Passengers agree to be charged any additional charges which occur during the journey and which haven’t been agreed upon beforehand, like – extra waiting time, extra stops, excessive luggage, extra parking, congestion charge, extra tools, cleaning fees and loss of earnings to the driver – all defined in “Fees” section above. In case of any extra charges, Passengers will be notified about it by the Company, and the payment method used to pay for the booking will be debited accordingly after the journey.
If you have any questions, feedback or concerns about any of the above, you can contact us via email at [email protected] or phone at +442034321485.