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 – Registered Office 2 Pantbach Avenue, Cardiff, CF14 1UR) ​, the member, customer & passenger. By booking a journey or using any of the services of ​PERSONAL CLASS TRAVEL LTD​ the member, 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 previous 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. “Member” – For the purposes of these terms and conditions “Member” shall refer to the name of the person or company who holds a membership with the company and is responsible for all payments in regard to any booking made under their membership
  3. “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 membership has been used to make a booking
  4. “Guest” – For the purposes of these terms and conditions “Guest” shall refer to any customer who is not a full member
  5. “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”
  6. “Vehicle” – For the purposes of these terms and Condition’s “vehicle” refers to the vehicle being used to facilitate the journey regardless of size, make, age, fuel type or any other category
  7. “Driver” – For the purposes of these terms and conditions “driver” refers to the operator of the vehicle
  8. “Journey” – For the purposes of these terms and conditions “Journey” refers to the journey undertaken by the driver for the purposes of a booking
  9. “Subcontract” – for the purposes of these terms and conditions “subcontract” refers to the process of passing a booking onto a third party
  10. “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
  11. “Destination” – For the purpose of these terms and conditions “destination” refers to the address given for the journey to be completed
  12. “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
  13. “Immediate Journey” – For the purposes of these terms and conditions “Immediate Journey” refers to any journey where the travel is required ASAP
  14. “Pre-Pay” / “Pre-Paid” – For purposes of these terms and conditions “Pre-Pay” or “Pre-Paid” refers to payment being taken by the company in full prior to the journey commencing
  15. “On Account” – For the purposes of these terms and conditions “On Account” refers to payment being made later.
  16. “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
  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” refers to the length of time any booking has been made for, or the services of the company have been booked.
  19. “Agent” / “Representative” – For the purposes of these terms and conditions “Agent” or “Representative” refers to any person authorised by the company to carry out any business or provide any services on behalf of the company. An “Agent” or “Representative” may not necessarily be an employee of the company

 

  1. “Website” – For the purposes of these terms and conditions “website” refers to the company’s website, www.personalclasstravel.co.uk
  2. “Card” – For the purposes of these terms and conditions “Card” refers to any Credit, Debit or Pre-Paid card used by the customer to pay for any booking
  3. “App” – For the purposes of these terms and conditions “App” refers to a smart phone application that can be downloaded from an app store to make and view bookings with Personal Class Travel, or a smartphone app installed on a driver’s phone to allow them to receive jobs, and for progress to be monitored.
  4. “Dead Leg” For the purposes of these terms and conditions “Dead Leg” refers to any journey carried out either from the companies’ base to a pickup location, or from a drop off location to the companies base or from the drop off location of one booking to the pick-up location of another booking

24 “Cash” – For the purposes of these terms and conditions “Cash” refers to payment being made directly to the driver, either in full or part, by any means accepted by the driver whether this is actual physical cash in British currency, or another currency acceptable to the driver, card payment taken in the driver vehicle by means of an in car card reader or similar, cryptocurrency of any kind, or any other method of payment deemed acceptable by the driver

 

Terms & Conditions

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

  • Making a booking

1.1.1 In order to make a booking with the company, the customer must be a full member with an up-to-date valid membership. The company allows any non-member to make a booking as a guest if they are not a full member with an up-to-date membership.

1.1.2 The company makes available to the customer and member several different ways to book and pay. A booking made be made via phone call to a landline, by website, email, or via a smartphone App. Members may also be given the option of making a booking via text message, WhatsApp or by phone call to a mobile number provided to them.

1.1.3 Any quotes or prices will be generated by the companies booking and despatch software.

1.1.4 Where a booking is made via the website or app, the customer acknowledges that it is their responsibility to enter any membership discount code as provided by the company at the time the booking is made to receive any discounts available to them. The company is not obliged to apply any discounts to any bookings made via the website or where the customer or member has not entered their membership discount code. On occasion the company may decide to retrospectively apply a discount prior to payment being processed, but any such decision shall be made at the companies’ discretion and does not set any precedent, nor does the company accept any obligation to do so with any future bookings

1.1.5 The customer acknowledges that regardless of how the booking is made, it will be recorded on the companies booking and despatch software and a record of the booking will be kept by the company for a minimum of 12 months. The company may keep a record of the booking for longer if required to do so by a licencing authority by whom the company has been issued a Private Hire Operators licences. The member, customer and passenger all acknowledge that details of their booking may be shared with a licencing office as part of a compliance check, or with law enforcement authorities as part of an investigation, or tax authorities as part of a compliance check and or investigation.

1.2. Bookings

1.2.1 The company agrees to provide a service whereby a member can book a journey in a private hire vehicle from any point in the UK to any other point in the UK. Non-members may make bookings as a guest, but the company is under no obligation to fulfil any booking by a guest that does not either start or end in the boundaries of a licensing authority where the company holds a private hire operator’s licence.

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, so long as the driver and the vehicle are licenced by the same authority, and the booking has been suitably recorded by a licenced private hire operator whose operator’s licence is issued by the same authority as the driver and the vehicle, and the driver and the vehicle is registered in the correct manner with the operator

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. In this such instance, it will be the legal responsibility of the third-party company to ensure that both the driver and the vehicle provided are licenced by the same authority as themselves, and the driver and the vehicle are fully licenced and have the correct insurance in place. The company cannot be held responsible if a third-party operator provides an unlicensed and or un-insured vehicle or driver.

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. The details will include the passengers name and contact details, as well as the booking reference number, and the details of the driver and the vehicle used to carry out the journey, the name of the company the booking was subcontracted too in the event the company subcontracts the booking to a 3rd party.

1.2.7 The customer and member agree 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 a correct address, but the most visible and easily identifiable building name, company name, or building number were not provided. Neither can the company be held responsible for failing to arrive at all due to being unable to locate a correct address, but the most visible and easily identifiable building name, company name, or building number were not provided.

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 because of the company refusing to accommodate any alterations.  In the event the company is unable to accommodate any alterations to a booking, and the customer chooses to cancel the booking as a result, the normal cancellation and refund criteria laid out below will apply.

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 if 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 the normal cancellation criteria laid out below will apply.

1.2.11 The company agrees to allow the customer to request a specific 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 customer acknowledges that all the drivers are self-employed, and the company has no control over the driver’s availability. If the driver requested is not available for the journey, the company agrees to attempt to provide an alternative driver with a similar vehicle, or one of a greater category, at no extra cost. However, the company does guarantee this will always be possible.

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 because 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.

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 to 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.

1.3 Vehicle Categories and Service Levels

1.3.1 The company agrees to make available several different categories of vehicles and service levels. Personal Class, Business Class & Group Class

1.3.2 Unless the customer requests otherwise, the company will provide, and charge for Personal Class. 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 Personal Class 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 cleanly 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 Business Class, 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 Personal Class Vehicle, usually, but not always, has leather seats, and offers additional levels of comfort and refinement than a Personal Class 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 Group Class is a vehicle that a Local Authority may licence to carry more than 6 passengers, but not more than 8 passengers. A Group Class Vehicle 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. This text will also contain a link allowing the passenger to track the drivers process, and an ETA. The company does not guarantee the accuracy of either the driver’s position on the tracking link, or the ETA provided. Both are merely for guidance and the customer agrees that they may not be accurate. This is for all bookings regardless of category.

1.3.6 A 2nd Text will be sent to the passenger when the driver has arrived. This is for all bookings regardless of category.

1.3.7 These texts are sent automatically by the companies’ despatch system. The company cannot be held liable for any failure for the text messages being sent or received by the passenger. The onus is always place on the customer to be alert and watch for the arrival of the vehicle, at or near the booked time. Should the member, customer or passenger need to contact either the driver or the company in relation to a booking a driver is on route to, or has arrived at the pick-up location, prior to the passenger meeting the driver, they should contact the company or driver on numbers provided.

1.4. Payment

  1. 4.1 In order to place a booking, the customer must be a member, and all bookings will be charged to the member’s account

1.4.2 All bookings will be fixed price fares, based on the pick-up address, destination and any waypoints as provided by the customer at the time the booking is made. Should the member alter the journey at any stage, either prior to the driver arriving at the pick-up address, or during the journey, the company will make any necessary amendments to the booking. This includes adding any chargeable waiting time.

1.4.3 The company will charge the members credit or debit card every Monday for all bookings completed between 00:00 Monday and 23:59 Sunday of the previous week. The member will receive a receipt for payment via email every time a charge is made to their card by the company. The member will also receive an itemised statement every week for all bookings completed the previous week. These shall both be sent via email. If the member wishes to be sent a paper copy by post, or to be handed to them by the driver at the next booking after payment has been processed, the member can request this

1.4.4 Where a booking is cancelled with less than 24 hours’ notice the company reserves the right to still charge the member the full value of the booking. Where a booking is cancelled with more than 24 hours’, but less than 48 hours’ notice the company reserves the right to charge 25% of the value of the booking. Where a booking is cancelled with more than 48 hours’ notice, but less than 96 hours’ notice, the company reserves the right to charge 10% of the value of the booking Any such charges will be made on a case-by-case basis, and the final decision will be based on several factors, including, but not exclusively, the value of the booking, the category of booking, the frequency of bookings by the customer, the time difference between the booking being made and the booking being cancelled. The decision to charge or not will be purely at the companies’ discretion, and any decisions do not set any precedent on how the company may act in the future

1.4.5 The company allows non-members to make bookings as a guest, but all bookings must be paid for in advance by either credit or debit card, PayPal of BACS

1.4.6 Guests are required to pay a 25% non-refundable deposit at the time a booking is placed. The final balance is then due no less than 48 hours prior to the booking. The only exception to this is where a booking is made with less than 48 hours’ notice, in which case the full value of the booking must be paid by credit or with debit card at the time of booking, if any balance is not paid in full no later than 48 hours before the booked time, the booking shall be cancelled.

1.4.7 Guests may make a booking and request payment by cash so long as the following conditions are met:
i – The booking is no more than 24 hours in advance
ii – The booking is no more than 25 miles from the pickup location to the final destination
iii – The booking must start within Cardiff Council Boundaries
iv – The booking is not due to take place between the hours of 10:00pm and 6:00am
vi – The booking has not been made via the company’s website or app, as cash bookings cannot be made online
vii – The booking is not a Wait & Return Booking, Return Booking, Timed Booking, Retainer Booking, Tour, Driver Hire, or Standby Booking.
viii – The booking is for no more than 4 passengers

1.4.8 Where a guest requests a cash booking, the final fare shall be calculated using a smartphone app installed on the driver’s phone. The final fare payable shall be dependent on the actual time and distance travelled throughout the course of the journey.

1.4.9 The customer acknowledges that a different rate may be applied to the booking for a metered cash booking over a standard booking, and the final fare may be higher or lower than if the journey was pre-paid.

1.4.10 Where a price for a metered cash booking is requested, the customer agrees that any price given is merely an estimate, and the actual final fare may be higher or lower than the quoted amount

1.4.11 Where a cash booking is more than 2 hours in advance the company reserves the right to demand payment of a non-refundable deposit of £5.50 at the time of booking which shall be payable. This will then be deducted from the total fare, which shall be payable in full to the driver

1.4.12 For all cash bookings the driver shall have the final say on the fare due. Where the customer believes they may have been overcharged by the driver, the company will give any refunds or credit in any circumstances. All disputes over cash fares shall be between the driver and the passenger, with no involvement from the company other than to provide details of the booking if required to do so by the police, or ordered to do so by the law courts in the event of legal proceedings

1.4.13 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 pay the fare by Card or Account. 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.

1.4.14 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.

1.4.15 All bookings made by members will be charged at the rate applicable at the time the journey is carried out. If a member wishes, they may secure a booking at a particular price by authorising the company to make a charge to their card at the time the booking is made. Any such charge may be either for the full value of the booking, or 25% of the value of the booking. If such a booking is subsequently cancelled, the company’s standard cancellation policy will apply

1.4.16 All Card payments will be processed by the companies’ card payment partner www.stripe.com

1.4.17 When a guest booking is made 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, or if the booking is being made by phone, the customer may make payment over the phone at the time the booking is being made, by providing their card details over the phone.

1.4.18 Any queries or disputes regards to any charges made to the members 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

1.4.19 Any customers cards that have not been used for a period of 12 months will be deleted.

1.4.20 The route taken by the driver will be entirely at the driver’s discretion for all Guest bookings. 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. The exception to this, is if the journey is a metered journey, in which case the driver will follow an alternative route if requested by the customer

1.4.21 If a guest requests the driver make additional stops to those originally booked or paid for, this will be entirely at the driver’s discretion. The company authorises the driver to charge additional money for any additional stop. This additional amount shall be at the driver’s discretion and payable directly to the driver. The exception to this, is if the journey is a metered journey, in which case the driver will make any stops if requested by the customer.

1.4.22 Drivers for all cash bookings will be assigned based purely on availability. Where a cash booking is made for an immediate journey, the customer agrees that they may have to wait a significant amount of time for a driver to become available to carry out the booking, and a member booking will be prioritised over a guest booking. The company agrees to advise the customer at the time of booking if the wait is likely to exceed 30 minutes.

1.4.23 Where an Advanced Cash booking has been made, the customer acknowledges and agrees, that the company does guarantee the driver will arrive for the booked time, and the driver’s arrival time could be up to 15 minutes either side of the booked time. IF the driver arrives before the booked time, the customer acknowledges that they may be charged waiting time from the time the driver arrives, and not the booked time. The company agrees that if the driver is likely to arrive more than 15 minutes after the booked time, they will contact the customer to advise them at the earliest possible opportunity and provide an updated ETA for the driver. The company may provide this information by either Phone Call or SMS.

1.5 Membership

1.5.1 The company makes four types of membership available. Group, Personal Membership, Personal Class Membership & Lite

1.5.2 The company charges a one-off joining fee off £19.99 for a Personal Membership. The member will be required to register a valid credit or debit card with the company upon creating a membership and authorises the company to charge their card for all journeys completed. The company reserves the right to make a charge to the card for a no-show, late cancellation, waiting time, damage, or soiling.

1.5.3 Once a Personal Membership has been created, the member will only be charged for journeys completed. There are no annual fees for a personal membership. However, the member must make at least one booking in a 12-month period for their membership to remain active. If a period of 12 months or more passes without the member making a booking, their membership will be cancelled, and the member will be required to make another one-off joining fee payment to re-join membership

1.5.4 Personal Members may use their membership to make bookings and pay for journeys carried out by other people, but no person other than the member, may make bookings and charge them to a Personal Membership

1.5.5 For Personal Class Membership, the company an annual fee of £99.99 which must be paid to keep the account active. The company reserves the right to upgrade any members membership to Personal Class if their average weekly spend exceeds £250 per week. The member will be required to register a valid credit or debit card with the company upon creating a membership and authorises the company to charge their card for all journeys completed. The company reserves the right to make a charge to the card for a no-show, late cancellation, waiting time, damage, or soiling.

1.5.6 Personal Class Members may use their membership to make bookings and pay for journeys carried out by other people. They may also authourise up to 10 people who may also use their membership to make and pay for bookings. The member however will be liable for all charges incurred regardless of who makes the booking. Personal Class Members may authorise up to 4 of the 10 people authourised to make booking, to make bookings for other people. The remaining 5 people will only be able to make bookings for themselves. Only the person whose name the membership is in may make changes to authorised people or their permissions

1.5.7 Group Membership has an annual fee of £49.99 which must be paid to keep the account active. The member will be required to register a valid credit or debit card with the company upon creating a membership and authorises the company to charge their card for all journeys completed. The company reserves the right to make a charge to the card for a no-show, late cancellation, waiting time, damage, or soiling.

1.5.8 Group Memberships must have a nominated Membership Administrator who will be person responsible for making sure card details and all passenger details remain up to date and correct. The Membership Administrator is also the person who the company will contact in the event there is any issue with the membership. They will also be the person liable for all payments, and so is normally the person whose name the card being used to make payments is in. The Membership Administrator may authorise an unlimited amount of people to make bookings that may be charged to the account and may also authourise up to 4 of those people to make bookings for other people. The remaining people authourised to make bookings chargeable to the membership may only make bookings for themselves. Only the nominated Membership Administrator may make changes to authourised people and permissions.

1.5.9 Lite Membership is made available at no charge. All of Lite members bookings shall be metered and charged accordingly. Lite Members agree that all their bookings shall adhere to the terms and conditions in section 1.20 and that any bookings that do not meet this sections requirements shall be charged at full rates applicable at the time the booking is carried out. The company reserves the right to automatically change any members membership to a Lite booking at their discretion. Where the company changes a members membership to a Lite membership, the company will give the member 14 days notice of the the change before any change in charges or service levels are applied. The member can request to remain at their current level of membership, but any such request must be made in writing no more than 14 days after notice has been given by the company. If the member wishes to change membership levels after this time, they may be charged the joining or annual fee in full for the level of membership they desire

1.5.10 All membership applications may be subject to credit checks, prior to membership being approved. The company is under no obligation to refund any set up fee paid if a membership is refused due to unsatisfactory results of a credit check.

1.5.11 Group, Personal & Personal Class memberships and all charges related to their membership will be paid by Credit / Debit Card, All card payments are processed by www.stripe.com.

1.5.12 The customer acknowledges and agrees that all member bookings will be charged as Fixed Fares at the companies’ standard rate.

1.5.13 The company provides the customer the opportunity to request bookings be charged at a meter rate, either as a one-off booking, or as a default for the duration of their membership. If the member would like all bookings to be calculated at the meter rate this can be requested in writing

1.5.14 The customer acknowledges that the meter rate may be higher or lower than their members rate after any applicable discount is applied, and that any discount they may be entitled to will not be applied to any meter bookings, and that the length of free waiting time may also be different to the amount of time they are entitled to via their membership.

1.5.15 The company gives Personal Class Members holders access to several exclusive members benefits not available to other membership levels or non-members

1.5.16 Membership is available free of charge to companies that can either provide a VAT number or a Company Registration Number. Billing may be monthly or weekly and payment can be 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 Membership. Any authorised person may make a booking for any person using a Business Membership Account

1.5.17 If any members 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

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

1.5.19 In the event that legal action is taken, or the debt is passed to a debt collection agency, Personal Class Travel shall give the customer a minimum of 10 working days’ notice of any such action in which to pay 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 membership will remain closed. The customer may apply for a new membership, but any application will be considered on a case-by-case basis, and restrictions, and or certain conditions imposed may be placed on the membership. Conditions include but are not limited to a lower limit or requiring payment upfront.

1.5.20 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

1.5.21 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 guest bookings cancelled more than 48 hours prior to the booked time, where payment has already been made in full will be eligible for a full refund minus the 25% non-refundable deposit plus a £10 Administration Fee. Any guest booking cancelled less than 48 hours before the booked time, but more than 24 hours before the booked time, will be eligible for a 50% refund minus a £10 administration fee.  Any guest bookings cancelled less than 24 hours prior to the booked time will not be eligible for a refund. Where a guest booking is cancelled more than 48 hours prior to the booked time, but only a 25% deposit has been paid, the customer will not be required to make any further payments, nor will they be eligible for any refunds

1.6.3 Any members booking cancelled with less than 24 hours’ notice will still be charged at the full value of the booking. Where a booking is cancelled with more than 24 hours’, but less than 48 hours’ notice the company reserves the right to charge 25% of the value of the booking. Where a booking is cancelled with more than 48 hours’ notice, but less than 96 hours’ notice, the company reserves the right to charge 10% of the value of the booking. Any member bookings cancelled more than 96 hours in advance will not normally be charged, however the company reserves right to charge up to 10% of the value any booking if the member repeatedly makes and subsequently cancels bookings.  Any such charges will be made on a case-by-case basis, and the final decision will be based on several factors, including, but not exclusively, the value of the booking, the category of booking, the frequency of bookings and or cancellations by the customer, the time difference between the booking being made and the booking being cancelled. The decision to charge or not will be purely at the companies’ discretion, and any decisions do not set any precedent on how the company may act in the future

1.6.4 Where a guest booking has been made less than 48 hours before the booking, the customer may cancel up to six hours after the booking was made and receive a full refund minus 25%. If the booking is cancelled more than 6 hours after the bookings was made, the customer will not be eligible for any refund. If a guest booking is made with less than 1 hours’ notice, and subsequently cancelled more than 5 minutes later, no refund shall be given. If a guest booking is made less than 24 hours before the booked time, the customer may cancel up to 1 hour after the booking was made and receive full refund minus 25% If a guest booking is made, with less than 1 hours’ notice and subsequently cancelled less than 5 minutes later, the company shall issue a refund minus 5% of the value of the booking. Any refunds do not apply where a cash booking has been made and a deposit has been paid as all deposit for cash bookings are non-refundable

1.6.5 If the booking is made by a member less than 24 hours before the booking and subsequently cancelled, 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. Where the member has requested either the individual booking to be a meter booking, or their membership be metered by default and the driver has been dispatched the member may be charged the full fixed fare amount with any discount applied, should their membership entitle them to any discount

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

1.6.7 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 because of the actions of the government, council, or any other authoritative body, so long as the actions are not because of any actions by the company.

1.6.8 If the driver is waiting for the passengers at the pickup address, more than 15 minutes after the booked time for a guest booking or 30 minutes after the booked time for a member booking, 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, the customer will be liable for the full amount of the fare and no refund will be given. Where the booking is a cash booking, the driver will wait a minimum of 5 minutes, but a maximum of 10 minutes before the job is cancelled. Where the booking is for a member who has requested either the individual booking to be a meter booking, or their membership be metered by default they may be charged the full fixed fare amount with any discount applied, should their membership entitle them to any discount.

1.6.9 Waiting time may be chargeable after 10 minutes. For Personal Class Members, this is extended to 15 minutes.

1.6.10 If the booking is a meter booking, there is no free waiting time provided, and the customer may be charged form the moment the driver arrives at the requested pick-up location. This is the same for both guest and member bookings

1.6.10 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.  This may be done by the driver, or an agent or employee of the company. This only applies to advanced bookings. When an immediate booking is made the company will dispatch a vehicle as soon as possible, but the customer agrees that this may not be immediately, and it could be up to half an hour before a vehicle is dispatched. Any ETA will be dependent on the driving time from the nearest available driver when they are dispatched. The company will advise the customer at the time of booking if the wait for the driver is going to exceed 30 minutes.

1.7.3 The company will not be liable for any costs incurred by the passenger or customer because of the driver and vehicle arriving late. Additionally, the company will not pay any form of compensation should the driver and vehicle arrive late. 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 route. The company agrees to provide guidance on an appropriate time, although the final decision on the booking time will the customers. The company is not liable should the customer arrive at the destination late because of booking a time suggested by the company. It is the sole responsibility of the customer to make any booking for a suitable time

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 5 minutes after arrival. If no contact is made the driver will re-attempt, contact every 5 minutes. If no contact is made 15 minutes after the driver’s arrival for a guest booking, or 30 minutes for a member booking. The company reserves the right for the driver to cancel the booking, no refund will be applicable. If the booking is from a member, a charge may be applied for the total value of the fare to the account.

1.7.6 If contact is made but the passenger has not arrived after 15 minutes for a guest booking and 30 minutes for a member booking. The company reserves the right for the driver to cancel the booking, no refund will be applicable. If the booking is from a member, a charge may be applied for the total value of the fare to the account.

1.7.7 The company agrees to allow a certain amount of free waiting time before waiting charges are applied. 10 minutes free waiting time will be provided for guest bookings, Group Memberships, Personal Memberships & Business Memberships, and 15 minutes free waiting will be provided for Personal Class members bookings. 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. Any decision to allow or refuse animals that are not classed as assistance animals, is purely the drivers. 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 if 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.

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.

1.7.17 If the journey is delayed due to a breakdown or driver illness for a period of 2 or more hours, 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. The customer may attempt to make alternative arrangements before this time, the company will not normally provide any assistance in doing so, and there will be no refunds. If the customer is a member, the full cost of the fare may still be charged.

1.7.18 Abuse of any kind towards the driver by any 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 passengers 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.

1.7.19 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

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

1.7.21 All passengers will always be required to wear a face mask throughout the journey. Refusal to wear a face mask will result in the booking being cancelled and no refund shall be given for any monies already paid. In the event any passenger removes their face mask at any point during the journey and refuses to put the face mask back on the company reserves the right to allow the driver to end the journey as soon as it is safe and legal to do so and request the passengers exit the vehicle. No refunds will be given, and the drivers decision on all matters is final.

1.7.22 The company instructs all drivers to wear facemasks. If upon the drivers’ arrival, the driver is not wearing a facemask, the company allows the passenger to request an alternative driver if one is available. If the passenger requests an alternative driver, they agree to allow up to an hour plus driving time from the companies’ base to the pick-up location for an alternative driver to arrive. If the company is unable to provide an alternative driver or the wait for an alternative driver would be longer than 1 hour plus driving time from the companies’ base to the pick-up location, the company will allow the passenger to cancel the booking and receive a full refund. If the company can provide an alternative driver within one hour plus driving time from the companies’ base to the pick-up location, but the passenger is unable or unwilling to wait, the customer may cancel the booking, but no refund will be issued. The company reserves the right to issue a full or partial refund at their discretion. The decision to make any such refund, either partial or full, will be judged purely on a case-by-case basis, and no such decisions will create a precedent for any future cases. The company’s decision on whether to issue a partial or full refund is final.

1.8 Airports

1.8.1 The company charges an Airport Drop off Fee. If the booking has been made and paid for through the website or, and the customer has not selected “Airport Drop Off” as an extra, the customer will be charged in full any drop off charges at the Airport. This may be more than the “Airport Drop Off” fee on the website. If “Airport Drop Off” has been selected, then there will be no additional charges at the Airport. If the booking is made by any method other than website or app, an Airport Drop Off fee will automatically be added and there will be no further charges. Personal Class Members are not charged the Airport Drop Off fee. In the event this is selected on either the website of the app, by a customer with a Personal Class Membership, the fare may be adjusted when the payment is processed, although the company does not guarantee this will happen

1.8.2 The company charges an Airport Pick Up. This is an optional extra available for all bookings regardless of how they are made. When an Airport Pick Up is paid for the company and or the driver will track the flights and arrive in the designated pick-up zone of the airport 30 minutes after a flight has landed. One hours waiting time from the time the time the flight lands is also included. After this time waiting charges may be applied

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 20 minutes after a flight has landed. One hours waiting time from the flight lands is included. After this, waiting charges may be applied. If for any reason, the driver is not permitted to enter the Arrivals Hall, they shall wait for the passenger outside Arrivals Hall. In the case of inclement weather, and the driver not being permitted to enter the Arrivals Hall, the driver shall wait in the vehicle, and wait for a call from the passenger to alert them they are ready to be met, at which point the driver will go to the arrival’s hall. The passenger should then wait in the arrival’s hall themselves until the driver arrives

1.8.4 In the event a flight lands earlier than the scheduled time, timings will take place from the scheduled landing time, and not the actual landing time.

1.8.5 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.

1.8.6 When neither an Airport Pick Up or a Meet & Greet 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 booked by the customer 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.

1.8.7 When neither an Airport Pick Up or a Meet & Greet is booked 15 minutes free waiting is provided. After this waiting time charges may apply. If contact has not been made 30 minutes after the booked time, the driver may leave the airport and no refunds will be given so long as there have been at least 3 attempts to contact the passenger or customer

1.8.8 Where a flight is delayed by more than 2 hours, the company may impose waiting charges. Any waiting time imposed as result of a delayed flight would be from 2 hours after the time the flight was scheduled to land and the passenger meeting the driver. The company reserves the right to waive any such charges, and any such decision would be made on a case-by-case basis. Any decision to impose or waive charges would only be applicable to the booking at the time. No decision will have been affected by any previous decisions or have any bearing on any future decisions. Where the booking is a guest booking, any such waiting time would not have to be paid to the driver at the time. Instead, the company may invoice the customer for payment of the waiting time. However, the passenger may pay the driver directly at the time if they wish. If the passenger pays the driver directly, the amount of time charged shall be at the driver’s discretion, however if the company invoices the customer for payment, this would be at the companies waiting time rate applicable at the time of the booking, which may be higher or lower than the rate when the booking was made. 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

1.8.9 The company reserves the right to cancel any booking where the flight is delayed by four or more hours. Where a booking is cancelled because of a flight being delayed by 4 hours or more, the company would not normally provide any refunds. However, the company may make a discretionary partial refund. Any decisions to make a discretionary refund and will be judged on a case-by-case basis. No decision will have been affected by any previous decisions or have any bearing on any future decisions

1.8.10 If a flight is cancelled, the booking will also be cancelled. The customer may make a re-booking when the flight has been rescheduled at no additional cost, so long as the rescheduled flight is due to take off no later than 24 hours after the original cancelled flight. The company will make all reasonable attempts to accommodate the re-booking but is under no obligation to do so. If the company is unable to fulfil the re-booking, then normal cancelation and refund procedures will apply. Should a rescheduled flight also be cancelled, the booking will be cancelled, and normal cancellation procedures will apply.

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 booking is a guest booking, 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, in line with the companies normal waiting time charges. The actual amount entirely at the driver’s discretion. If the booking has been made by a member, additional charges may be added to the fare.

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.

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 of earnings is charged at £100 per day or part thereof from the time the damage occurs until it has been repaired. If the vehicle is off the road for a period of more than 5 days, then the company may seek to rent a replacement vehicle for the driver, the cost of which would be chargeable to the customer. If neither the company nor the driver can source a replacement vehicle to rent, then the customer will be charged for every working day (5 days in every 7 days) the vehicle is off the road up to a maximum of £3100. 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.

1.9.5 Should the driver be forced to forego an advanced booking because of soiling or damage caused by the passenger the customer may 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 because 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.

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.  The driver may return the item to the passenger at a location of the passenger’s choice, and the driver’s discretion. The driver may charge for this, the amount charged will be at the driver’s discretion, but it should be in line with the company’s tariff for the vehicle they drive. Any such arrangement and the agreement of the price should be between the passenger and the driver.

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. Where the booking is made and paid for through the website, the 10% discount may not be applied. In this instance, the customer may request the 10% discount to be refunded. Any such request must be made in writing, and any refund will be processed within 72 hours of the request being received.

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.

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.

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 1 hour

1.13.3 If the booked time is exceeded, additional charges may be applied at a higher rate.

1.13.4 The booking must end within 1 mile of the starting point. If the customer wishes to end the booking more than 1 mile from the starting point, the amount of time it would take the driver to return to the starting point, or the company base will be included in the booking, and if this time exceeds the booked time additional charges may be applied at a higher rate.

1.13.5 A milage allowance of 15 miles per hour booked is included for all timed bookings. If the customer wishes to end the booking more than 1 mile from the starting point, the distance to the starting point, or the customer base will be added to the total mileage covered, and if the total mileage exceeds the allowance the booked time additional charges may be applied.

1.13.6 For multiple day or week bookings a mileage allowance of 150 miles per day or 450 miles per week in included in the booking

1.13.7 Hour & mileage limits applied to Day & Week bookings are for the total duration of the bookings. If the hour or milage limits are exceeded, extra hours will be charged

1.13.8 Timed Bookings cannot start earlier than 6:00am and must end no later than 10:00pm

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

1.13.10 A length of any given day for the driver must not exceed 12 hours from start to end

1.13.11 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

1.13.12 The Hour & mileage limits for Weekly bookings, are for the entire week

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

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

1.13.15 Where a timed booking is made by a guest, any additional hours or miles will be chargeable, charges for the extra time will be charged to the card used to make payments within 7 days of the last day of booking. If for any reason the card payment for excess hours 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 within 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. The retainer can be booked for a 10-hour period stating between 06:00 and 12:00

1.14.3 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 Retainer, the driver will be no more than 15 minutes from the location.

1.14.4 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

1.14.5 For Standby journeys carried out by the driver that commence during the period of availability will be payable separately and in full in addition to the Standby Charge, with the fare being calculated at the companies’ mileage rate applicable to the category of vehicle booked.

1.14.6 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, additional waiting time charges may apply. The journey carried out will be in addition to the Standby charge, which will be based on how long the customer books the driver to be on Standby, and not how long the driver is on Standby.

1.14.7 For the Retainer, the customer will be given credit for the value of The Retainer Charge which will be used to cover the cost of any journeys made

1.14.8 The driver may be used for multiple journeys with Retainer. Each fare for each journey will be calculated after the booking. Any charges over the retainer fee will then be chargeable. Where retainer has been booked by a guest, charges for the journeys will be charged to the card used to make payments within 7 days of the last day of booking. If for any reason the card payment for the journeys carried out 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 within 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

1.14.9 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 were still on Standby 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 pickup 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 into place.

1.14.13 The customer may request the standby or retainer time is extended by up to one hour, so long as any such request is made before the end of the booked time. Any such request will be subject to the driver’s availability and any other bookings in place. The company shall make every effort to fulfil the request but is under no obligation to do so. Should the company be able to fulfil the request then full waiting time charges shall be chargeable from the end of the booked time, until the passenger is in the vehicle. The company is unable to extend the standby or retainer time by more than 1 hour over the time booked.

1.15 Personal Collect

1.15.1 Personal Collect is only available to Personal Class Members

1.15.2 When a Personal Collect is booked the customer agrees to provide the company with the full pick up and destination addresses, as well as contact names and phone numbers at both the pickup and destination addresses.

1.15.3 Where a customer uses Personal Collect to purchase or collect items from a shop or other location on their behalf, the customer agrees that any time spent at the shop in question may be chargeable, and that waiting time will be timed from the time the driver arrives at the shop, to the time they return to their vehicle with the item or items and any charges shall be added accordingly, depending on this time. If the goods require a collection or reference number to be collected, then the customer agrees to provide this to the company when the booking is made

1.15.4 Where the company is required to make payment for any items the customer agrees that the company shall charge the customer the same amount plus a 2% charge. The customer also agrees that the company imposes a minimum charge for this service

1.15.5 The customer acknowledges that the vehicle used to carry out a Personal Collect may not be a licenced a Private Hire or Hackney Vehicle, and any vehicle of a size suitable to carry the required items may be used for this service

1.15.6 The company agrees that all vehicles carrying out deliveries of any kind shall be covered by Hire & Reward for Carriage of Goods Insurance and possess Goods in Transit Insurance up to the value of £20,000

1.15.7 In the highly unlikely event that goods being transported by the company that are not accompanied by the customer, become damaged or stolen, the customer may make an insurance claim to the companies Goods in Transit Insurance provider. Details if which can be provided on request

1.51.8 If the company is required to transport high value or fragile goods, the customer must advise the company of this at the time of booking. The customer also agrees to ensure that any fragile goods are packaged by the customer in such a way as to provide maximum protection. The company does not provide any packaging products and will not package any items. Any items collected by the company will be deemed to have been packaged in such a way as to provide the maximum level of protection to the goods

1.15.9 The customer acknowledges that the companies’ level of Goods in Transit cover is a maximum of £20,000, and as such any claims would only be possible up to this value. The company is not responsible for making any payments above this value, and if an item is being transported that has a value higher than this, the customer agrees to provide their own insurance or accept the risk themselves

1.15.10 Where the company is transporting goods produced by the customer the value of goods will be determined by the value of the materials involved in their production. The time spent by the customer to produce the goods, the re-sale vale of the goods, the future value of the goods, or the value of any future work the customer may receive because of the successful delivery of the goods cannot be claimed for, and the company accepts no liability for any loss of income because of any goods being lost or damaged in transit, or failure to make a delivery by any set time

1.15.11 Where possible the company agrees to obtain a signature as proof of delivery for all deliveries, if requested to do so by the customer. If the customer requires proof of delivery this must be mentioned at the time of booking, and if a signature is required, the customer should provide the relevant paperwork, or other means as deemed appropriate or required by the customer for this. If the customer is the recipient of the delivery, then the customer agrees that no signature is required.

1.15.12 Where it is not possible to obtain a signature, but one is required, the company agrees to contact the customer to seek authorisation to leave the goods unattended. Any such authorisation may be given by the customer at any time. A photograph shall be taken of the location the goods were left if the goods are authorised to be left without a signature.

1.15.13 The company accepts no responsibility for the goods after a signature has been obtained, or a photograph has been taken.

1.15.14 Unless mentioned at the time of the booking, the customer acknowledges that the delivery may not take place immediately. The customer acknowledges that any deliveries to any business address will take place by 18:00 that day, and to residential addresses by 21:00. The only exception to this is if the booking is made at such a time as it is unlikely the driver would arrive at the destination address by these times. In this situation it is the customers responsibility to ensure a successful delivery can still take place.

1.15.15 Should a delivery be unsuccessful because a business closes before 18:00 or the booking has been made at such a time as not to allow sufficient time for the driver to arrive at the destination, the customer agrees they may be charged for the driver to return the goods to the companies’ office or to the customer, and for a second attempt to make the next working day.

1.15.16 If a delivery or collection is required by a certain time, or at a certain time, the customer agrees that the company may charge a premium for this service.

1.15.17 The customer acknowledges that unless the delivery or collection is required by a certain time or at a certain time, then the goods may also travel in the vehicle with goods from other customers depending on the operational requirements of the company. If the customer wishes their goods to be the only goods in the vehicle, then they may request a dedicated vehicle, for which the company may charge a premium

1.15.18 The customer may request that the company makes deliveries to numerous different addresses. In this instance the price will be calculated on the optimal route from the pickup address to the end destination via the other addresses. Likewise, the customer may request collections from multiple addresses and the price will be calculated in the same way. Where there are multiple delivery addresses, all delivery must be collected from the first address. No additional collections can be made en-route. Likewise, where there are multiple collection addresses, all goods will be delivered to the final address. No additional deliveries can be made en-route. The company allows a maximum of 4 stops between the Pickup address and the destination address, making a total of 6 stops including the initial pick up and final drop off address

1.15.19 Unless mentioned at the time of booking, it will be assumed by the company that all goods are ready for collection at the time the booking is made. If the driver must wait any time for any goods to be ready upon arrival at the collection address, waiting time charges may be applied. They customer may make a booking for a collection to take place after a certain time, this is known as the ready time. If the driver arrives before this time, then no waiting charges will be applied, so long as the goods are ready for collection at the mentioned time. Waiting time charges may apply for any time the driver has to wait after the ready time.

1.15.20 Unless the customer has requested collection at a specific time, the driver may not arrive at the ready time. If collection has been requested at a specific time and the driver arrives before this time, no waiting time shall be charged. If the driver is still waiting after specified time, then waiting time charges may be applied.

1.15.21. All Personal Deliveries must either be paid for at the time of booking, or on account. Deliveries cannot be paid for by cash

1.16 Journey Match

1.16.1 When a booking is made that creates a dead leg, the company agrees to offer the customer the opportunity for the journey to be a Journey Match journey. The customer is under no obligation to accept this offer. In the event the customer accepts the offer, the booking shall be referred to as “Original Booking”

1.16.2 When a booking is made that fills the dead leg of an “Original Booking” the customer is offered the opportunity for the journey to be a journey match journey. The customer is under no obligation to accept this. In the event the customer accepts the offer, the booking shall be referred to as “Dead Leg Booking”

1.16.3 The customer agrees that no refund will be issued if an “Original Booking” or a “Dead Leg Booking” is cancelled less than 48 hours prior to the booked time.

1.16.4 Journey Match is only available to bookings that are over 10 miles in length and both the “Original Booking” and “Dead Leg Booking” must either begin or end in Cardiff County Council Boundaries, although the company does not dictate which must end in Cardiff County Council’s Boundaries or which must start in Cardiff County Council Boundaries.

1.16.5 Where the “Original Booking” is taking place before the “Dead Leg Booking”, the “Dead Leg Booking” must start no more than 2 miles from where the “Original Booking” is ending, and must be booked for no later than 2 hours after the “Original Booking” is due to end

1.16.6 Where the “Dead Leg Booking” is taking place before the “Original Booking”, the “Dead Leg Booking” must be ending no more than 2 miles from where the “Original Booking” is starting and must be due to end no earlier than 2 hours before the “Original Booking” has been booked for.

1.16.7 The company reserves the right to increase the distance and time between bookings at their own discretion. Any such increase will be decided solely on a case-by-case basis, and any decision to increase either the time or distance or both does not set any precedence and shall have no bearing on any future bookings.

1.16.8 The customer agrees that if they make an “Original Booking” they will be charged the full price at the time of booking, which will be payable in full at the time of the booking. The company agrees to refund 25% of the value of the booking, in the event a “Dead Leg Booking” is obtained no less than 96 hours prior to the booked time. The company does not guarantee that a “Dead Leg Booking” will be obtained, and the customer acknowledges that in the event no “Dead Leg Booking” is obtained, there will be no refund. Where a “Dead Leg Booking” is obtained, the refund shall be processed within 24 hours of both the “Original Booking” and “Dead Leg Booking” being completed.

1.16.9 The customer agrees that if they make a “Dead Leg Booking” they will receive a 25% discount on the booking when the booking is placed, but the booking must be paid for in full at the time the booking is made

1.16.10 In the event that a “Dead Leg Booking” is cancelled more than 72 hours before the booked time the company will refund 75% of the value of the booking. Where a “Dead Leg Booking” is cancelled less than 72 hours, but more than 48 hours before the booked time, the company will refund 50% of the value of the bookings. Should the a “Dead Leg Booking” be cancelled less than 48 hours before the booked time, there will be no refund payable

1.16.13 Journey Match is not available for bookings made via the app or website

1.16.14 Journey Match is only available for the journey. Any additional costs such as Drop Off Fee, Waiting Time, Airport Pick Up, Meet and Greet or any other services which are made available by the company are still payable in full by the customer if they are required.

1.16.15 A “Dead Leg Booking” can only be made if an “Original Booking” is for the same or greater number of passengers as the potential “Dead Leg Booking”. A “Dead Leg Booking” for 6 people cannot be made if the “Original Booking” is for 4 people for example, but a “Dead Leg Booking” can be made for 4 people if the “Original Booking” is for 6 people

1.16.16 A “Dead Leg Booking” can only be made if an “Original Booking” is for the same or greater category as the potential “Dead Leg Booking”. A “Dead Leg Booking” for a Premium Vehicle cannot be made if the “Original Booking” is for a Standard Vehicle for example, but a “Dead Leg Booking” can be made for a Standard Vehicle if the “Original Booking” is for a Premium Vehicle.

1.16.17 If a return booking is made, either or both journeys may be designated a Journey Match booking, and any such discounts and or refunds would be applied to the respective journey that matches with another Journey Match booking.

1.16.18 A customer who makes an “Original Booking” agrees to amend there booked time by up to two hours earlier or one hour later so as to allow another booking to be matched as a “Dead Leg Booking”. Where an “Original Booking” must be moved, this will be done automatically by the company, and the customer shall be advised within 24 hours of any such changes to the booked time taking place. If the customer of the “Original Booking” is unable to accommodate the changes, the company allows them to cancel the booking, however the customer agrees that only 50% of the booking will be refunded

1.17 Travel Booking Services

1.17.1 The company provides a full travel booking service to members, whereby the company will make and pay for bookings with third parties on behalf of members

1.17.2 The member acknowledges that any bookings made by the company on their behalf will be subject to the third parties’ own terms and conditions which may differ from the companies. This includes cancellation policies.

1.17.3 The member authorises the company to charge their credit or debit card the value paid by the company plus a handling charge the Monday following any payments made by the company, which may be in advance of the journey. The handling charge shall be either 15% of the value of the money paid by the company or £10.00 whichever is higher. In the event multiple bookings are made by the company for one journey, the handling charge shall be calculated using the total value of all the bookings

1.17.4 The member agrees that in the event they are cancelling any booking the company has made with a third party, any refunds will only be given by the company after the company has received any refund from the third party. The member also agrees that any refunds shall only be up to the value of the refund issued by the third party and may not be a full refund. The company also reserves the right to withhold an administration fee of 10% of the refund, up to a maximum of £10.00

1.17.5 The member agrees that the company cannot be held responsible for any levels of service or delays or cancellations by the third party, and the company is merely acting as a booking agent on behalf of the member and makes no guarantees as to the level of service that will be received by the member

1.17.6 If the member wishes to travel by a particular method, or wishes to avoid a particular method of travel, this must be expressed at the time the enquiry is made. Otherwise, the company will decide for the method of travel it deems most appropriate for the journey the member wishes to make. The member also acknowledges that this may involve multiple modes of transport and or one of more changes between transport providers of the same mode of transport

1.17.7 The company provides these services to members where the member wishes to travel either by a method of transport not provided by the company at the time, or where the journey is to take place exclusively outside the companies normal operating area. Where the member wishes to travel in a vehicle being operated by the company at the time, and where the journey either begins or ends in the companies normal operating area, the companies own terms and conditions will apply, this includes the companies right to subcontract the booking to a third party.

1.17.8 Travel arrangements can be made and paid for by the company on behalf of the member anywhere in the world. The company also offers to make and pay for bookings for accommodation for the member, but accommodation can only be booked in the UK. If the member wishes the company to arrange and pay for accommodation for them also, the member is to advise the company of their minimum requirements, in terms of numbers of people, amenities available, and rating, as well as the desired location and radius of that location they are willing to stay if applicable. The company will then seek to make the booking based on the requirements from the member. If accommodation that meets all the members requirements cannot be identified, but accommodation that does not meet one or more of the customers’ requirements can be identified by the company, approval will be required from the member before any booking is made

1.17.9 The member acknowledges that the price the company pays for any travel or accommodation on their behalf may be higher than the price the member may be able to find the same accommodation or travel for themselves. Whilst the company will endeavour to find the best price for the customer, they do not guarantee this will be possible

1.17.10 The member acknowledges that the company may make and pay for bookings on behalf of the member using an identical method to one that is available to the member directly. This includes using publicly available phone numbers and websites.

1.18 Driver Hire

1.18.1 The company provides a service to Personal Class Members and Business members whereby the company will provide the customer with just a driver, to drive a vehicle belonging to the customer, or in the lawful possession of the customer, for any reason.

1.18.2 The customer must be the registered keeper of the vehicle to be driven, or have a hire, lease, or rental agreement in place with the registered owner that allows the customer, and anyone authorised by the customer to driver the vehicle

1.18.3 The customer must provide the required insurance for the driver to drive the vehicle. This may be as part of a fleet policy, or where the driver is a named driver on the customers insurance policy. A copy of the insurance certificate must be provided to the company prior to the start of the booking

1.18.4 The customer is solely responsible for ensuring the vehicle has a valid insurance policy, MOT and road tax, and the vehicle is suitably maintained and remains road legal for the duration of the booking

1.18.5 The company agrees to only provide a driver who is over the age of 25 and holds a valid driving licence to drive the vehicle to be driven, along with any other licences or certificates or digital tachograph card that may be required to legally operate the vehicle on a public highway.

1.18.6 The company instructs the driver to carry out a walk around check of the vehicle prior to driving it on a public highway to ensure it is suitable to be driven on a public highway. Such a walkaround check will check the tread depth of the tyres to ensure they are above the legal limit and to ensure all bulbs are working correctly, and any other obvious signs of damage. Where the driver notices damage to a vehicle during a walkaround check, the driver shall note the damage on a check sheet provided by the company and request the customer signs to acknowledge the damage was already there. The customer will then be requested to sign the check sheet again at the end of the booking, to confirm no damage was caused by the driver for the duration of the booking. If any damage to the vehicle was caused by the driver during the booking, this must be recorded on the check sheet, and signed by both the driver and the customer, otherwise neither the company nor the driver can be held liable to any damage. If during a walk around check the driver finds any tyre is below the legal limit, or any bulbs are not working, or there are any other noticeable defects that may make the vehicle unroadworthy, the driver is to bring these to the attention of the customer and refuse to drive the vehicle until the defect are repaired, or a replacement vehicle is provided. If the defects cannot be repaired and a replacement vehicle cannot be provided, the bookings shall be cancelled, but will still be chargeable in full. Any waiting time incurred because of waiting for defects to be repaired, or a replacement vehicle provided shall be included in the booked time, and if the total time exceeds the booked time, then extra charges shall be incurred

1.18.6. The customer may book a Driver for either a single journey, a set amount of time, a whole day, multiple days, or a whole week. Where a driver has been booked for a whole day or multiple days, the length of the day must not exceed 10 hours, and the driver must be given a minimum of 1 hours break no more than 4 and a half hours from the start of the booking. Where a driver is booked for multiple days, the driver must have a minimum of 12 hours rest between the end of one day, and the start of the next day. The company defines a week, as 5 consecutive days. Where a driver is required for more than 5 days, the driver must have a minimum of 60 hours rest between the end of day 5, and the start of day 6

1.18.7 Driver Hire is charged at an hourly rate from the time the driver leaves the company base to the time they return to the company base, plus any costs incurred by the company. Where the duration of time exceeds more than 15 minutes of an hour, the full hour will be chargeable. For example, 1 hour and 15 minutes would be charged as one hour. 1 hours 16 minutes would be charged as two hours. 2 hours 15 minutes would be charged as two hours. Two hours 16 minutes would be charged as three hours etc

1.18.8 The customer agrees that the company shall have the final say as to the means of transport used by the driver to get too or from the start or finish point of the hire. The company agrees to look at all possible options of travel and will always seek to use the most cost and time effective method of travel, however the customer also acknowledges that at times, the most cost and time effective method of travel will be with another Personal Class Travel driver, and in this situation the customer agrees to be charged the full rates applicable at the time. The company agrees to allow the customer to make travel arrangements for the driver, either too or from the required location, in which case only the drivers time will be chargeable if applicable.

1.18.9 The customer acknowledges that the company may choose to use a “pool driver” that is a driver employed by Personal Class Travel Ltd, that is not a licenced driver, and a “pool vehicle” that is a vehicle owned by, or available to Personal Class Travel Ltd that is not a licenced vehicle, to transport the driver. Where the company chooses to use a “pool driver” and “pool vehicle” to transport the hired driver the costs incurred shall be a base-to-base hourly rate for the “pool driver” plus mileage at the HMRC rate applicable at the time

1.18.10 Where the start and finish point of the hire are the same place, the costs incurred by the company shall be the mileage from the companies’ base to the start / finish point of the hire, and back to the companies’ base at the HMRC rate applicable at the time.

1.18.11 The company defines the start point of the hire as the location the driver is to begin driving the vehicle they have been hired to drive, and the finish point of the hire as the location the driver stops driving the vehicle they have been hired to driver. This may be the same location, or different locations. This is strictly only in reference to the actual driving duties, and the customer acknowledges that the charges incurred, will be for a longer period than the vehicle is being driven.

1.18.12 The customer agrees that it is their responsibility to ensure there is sufficient fuel in the vehicle to carry out the journey or journeys required, and if required to provide payment, or means of payment for additional fuel as and when needed. The customer also agrees that it is their responsibility to ensure some form of breakdown cover is in place, or if needed, decide for the recovery of the vehicle if so, required at any time during the booking.

1.19 Fuel Surcharge

1.19.1 If the price of petrol reaches 15% of the cost of fuel at the annual company’s annual price review, the company reserves the right to introduce a Fuel Surcharge to the Distance element of the companies’ rates

1.19.2 If the price per litre of petrol exceeds 15% of the Fuel Cost at the annual fare review, Personal Class Travel will implement this policy, and adjust the Distance Charge accordingly dependant on the average price of fuel at the time.

1.19.3 Fuel prices will be reviewed monthly, and if a Fuel Surcharge is applied, it will be applied to all new bookings.

1.19.4 A fuel surcharge will not affect any bookings already made.

1.19.5 When the price of petrol per litre exceeds 15% of the fuel cost, the distance charge will increase by 15%. A further increase will be added to the distance element of the fare equal to how far above the 15% the cost of fuel is. If fuel is 2% above 15% the Fuel Surcharge will be 17%.

1.20 Cash & Meter Journeys – Personal Class Travel Lite

1.20.1 Guests may make a booking and request payment by cash so long as the following conditions are met:
i – The booking is no more than 24 hours in advance
ii – The booking is no more than 25 miles from the pickup location to the final destination
iii – The booking must start within Cardiff Council Boundaries
iv – The booking is not due to take place between the hours of 10:00pm and 6:00am
vi – The booking has not been made via the company’s website or app, as cash bookings cannot be made online
vii – The booking is not a Wait & Return Booking, Return Booking, Timed Booking, Retainer Booking, Tour, Driver Hire, or Standby Booking.
viii – The booking is for no more than 4 passengers

1.20.2 Where a guest requests a cash booking, the final fare shall be calculated using a smartphone app installed on the driver’s phone. The final fare payable shall be dependent on the actual time and distance travelled throughout the course of the journey.

1.20.3 The customer acknowledges that a different rate may be applied to the booking for a metered cash booking over a standard booking, and the final fare may be higher or lower than if the journey was pre-paid.

1.20.4 Where a price for a metered cash booking is requested, the customer agrees that any price given is merely an estimate, and the actual final fare may be higher or lower than the quoted amount

1.20.5 Where a cash booking is more than 2 hours in advance the company reserves the right to demand payment of a non-refundable deposit of £5.50 at the time of booking which shall be payable by card before the booking is confirmed. This will then be deducted from the total fare, which shall be payable in full to the driver

1.20.6 For all cash bookings the driver shall have the final say on the fare due. Where the customer believes they may have been overcharged by the driver, the company will not give any refunds or credit, or any other form of restitution in any circumstances. All disputes over cash fares shall be between the driver and the passenger, with no involvement from the company other than to provide details of the booking if required to do so by the police or ordered to do so by a court of law in England or Wales in the event of legal proceedings.

1.20.7 The route taken by the driver will the shortest and most direct route as known to the driver or given to the driver by satellite navigation. The customer may request the driver take a specific route and direct them if they wish, but the customer acknowledges that if the route they have chosen is longer than the route the driver intended to take, the fare will be higher and payment in full will still be required.

1.20.8 The customer may request to make additional stops on route, but this will be entirely at the driver’s discretion, although the company will encourage the driver to oblige with any reasonable requests. The company does not define what a reasonable request is, and all requests should be decided on a case-by-case basis.

1.20.9 Drivers for all cash bookings will be assigned based purely on availability. Where a cash booking is made for an immediate journey, the customer agrees that they may have to wait a significant amount of time for a driver to become available to carry out the booking, and a member booking will be prioritised over a guest booking. The company agrees to advise the customer at the time of booking if the wait is likely to exceed 30 minutes.

1.20.10 Where an Advanced Cash booking has been made, the customer acknowledges and agrees, that the company does guarantee the driver will arrive for the booked time, and the driver’s arrival time could be up to 15 minutes either side of the booked time. If the driver arrives before the booked time, the customer acknowledges that they may be charged waiting time from the time the driver arrives, and not the booked time. The company agrees that if the driver is likely to arrive more than 15 minutes after the booked time, they will contact the customer to advise them at the earliest possible opportunity and provide an updated ETA for the driver. The company may provide this information by either Phone Call or SMS.

1.20.11 The company provides members the opportunity to request bookings be charged at a meter rate, either as a one-off booking, or as a default for the duration of their membership. If the member would like all bookings to be calculated at the meter rate this can be requested in writing to booking@personalclasstravel.co.uk

1.20.12 The member acknowledges that the meter rate may be higher or lower than their members rate after any applicable discount is applied, and that any discount they may be entitled to will not be applied to any meter bookings, and that the length of free waiting time may also be different to the amount of time they are entitled to via their membership.

1.20.13 The customer acknowledges that there is no free waiting time for any meter booking whether it is a guest cash booking, or a member booking, and they agree they may be charged from the moment the driver arrives at the pickup location.

1.20.14 For guest cash bookings, the driver will wait a minimum of 5 minutes and a maximum of 10 minutes at the pickup location. At any time between 5 and 10 minutes after the driver has arrived, regardless of any booked time, the company reserves the right to cancel the booking, regardless of any contact being made with the passenger and or customer. If a deposit has been paid, this will be refundable

1.20.15 Where a member has requested a metered booking, or they have previously requested all bookings for their membership be metered the driver will wait at the pickup location for a minimum of 15 minutes. If the passenger has not arrived 30 minutes after the booked time, the member agrees they may be charged the full fixed fare of the booking plus 30 minutes waiting time, so long as the driver has made at least 3 attempts to contact the passenger and or customer.

1.20.16 Where a guest cash booking has been and subsequently cancelled, and a deposit paid will not be refunded

1.20.17 Where a meter booking is made by a member less than 24 hours before the booking and subsequently cancelled, 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 the full fixed fare amount with any discount applied, should their membership entitle them to any discount

1.20.18 Whilst the company will make every effort to fulfil all bookings, it reserves the right to cancel any booking at any time.  Where the company cancels a cash booking, they customer shall be advised by SMS, and any deposit payment made shall be refunded within 72 hours. Exceptions to this are Acts of War, Acts of Terrorism, Criminal Acts, Acts of God & Force Majeure, or where the booking is cancelled because of the actions of the government, council, or any other authoritative body, so long as the actions are not because of any actions by the company.

 

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 25% 72 hours prior to the booking. Tours cancelled between 72 and 48 hours prior to the booking and receive a 50% refund. No refunds will be given for tours cancelled less than 48 hours prior to the booking

2.7 All tours are driven sightseeing tours. Unless advertised otherwise, 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 paid.

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 is 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. 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 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. If the tour begins late because 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 must 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 driver’s 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 20 minutes after the flight has landed. The driver will wait for up to 60 minutes after the flight has landed. If contact has not been made 60 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, whichever is sooner. 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 booked 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, whichever is sooner. 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. If for any reason keys and, or, alarm codes do not work in the customers absence, either due to incorrect keys or codes being provided, or a fault with any locks of alarm systems, the company, employee of the company, or agent of the company will not be under any obligation to carry out any duties as agreed with the customer and no refunds shall be given.

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 from 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 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, has a valid MOT and is 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 because of the vehicle not being Taxed, holding a valid MOT certificate, or found to be defective in any way.

3.9 Where an employee or agent of the company is required to move a motor vehicle, the employee or agent shall carry out a “walk around” inspection of the vehicle prior to do so. During such an inspection the employee or agent shall check the condition of the tyres and all lights to satisfy themselves that the vehicle appears to be suitable to operate on a public highway. In the event any defects such as dangerous or illegal tyres, or in operable lights, are found during the walk around inspection the employee or agent reserves the right to not operate the vehicle on a public highway. If no defects are found during the walk around inspection, but any defects are later found by a law enforcement of DVSA officer that results in prosecution of the employee or agent, the customer agrees to meet the full legal costs incurred by the employee, agent, or company in defence of any prosecutions.

3.10 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.

3.11 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 led to the death or disappearance of an animal

3.12 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.

3.13 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.

3.14 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%

3.15 The company agrees to ensure that 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 does not take any responsibility for the quality of the work, or be held liable for inferior quality work

3.16 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 to rectify an issue.

3.17 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. Where possible the company will seek to replace any supplies with the same supplies used by the customer. This means made by the same manufacturer and the product being the same name. The customer agrees that this may not always be possible, and the company may substitute for a similar product of a different name made by a different manufacturer. The customer agrees that the company cannot be held responsible for purchasing an incorrect product which results in damage, destruction, or ill health as a result of the wrong product being used. Where additional supplies are purchased by the company, the company will purchase the smallest quantity available and, the customer agrees to refund the company the amount in full +5%

3.18 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 and / or member 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 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 because 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 to, 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 driver’s 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 be 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 guest booking and the time of the journey, tariff in place at the time the booking is made 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 because 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 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, other than for waiting time, parking or route alterations where the booking is a guest booking. 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.

4.9 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 at the following times

Between 23:00 and 06:00 weekdays

On Weekends & Bank Holidays

On Christmas Eve

On Christmas Day and Boxing Day

On 31st December and 1st January

4.10 A surcharge maybe added to any journey starting between the times mentioned above

4.11 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.

4.12 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

4.13 The customer and passenger agree 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 company’s behalf are called to give evidence in any court proceedings or are legally required to provide any evidence to the police because 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.

4.14 The customer and passenger agree that by providing a mobile phone number to the company, the company may send the customer and passenger marketing messages via SMS. The customer and passenger may opt out of these marketing messages at any time by following instructions contained in a marketing SMS. If the customer or passenger opt out of SMS marketing messages, they may not receive other SMS messages from the company regarding bookings they have made and driver updates

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 is a member, 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 – 22/10/2021

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

Come into effect on – 22/10/2021

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