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. Main Operating Base – 14 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ) ​, the member, account holder, customer & passenger. By booking a journey or using any of the services of ​PERSONAL CLASS TRAVEL LTD​ the member, account holder, 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 regarding any booking made under their membership
  3. “Account Holder” – For the purposes of these terms and conditions “Account Holder” shall refer to any person, persons, organisation or body that has an account facility with the company which allows them to make payment for journeys at a later date to the one the journey takes place
  4. “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
  5. “Guest” – For the purposes of these terms and conditions “Guest” shall refer to any customer who is not a full member
  6. “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”
  7. “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
  8. “Driver” – For the purposes of these terms and conditions “driver” refers to the operator of the vehicle
  9. “Journey” – For the purposes of these terms and conditions “Journey” refers to the journey undertaken by the driver for the purposes of a booking
  10. “Subcontract” – for the purposes of these terms and conditions “subcontract” refers to the process of passing a booking onto a third party
  11. “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, also referred to as meeting point
  12. “Destination” – For the purpose of these terms and conditions “destination” refers to the address given for the journey to be completed
  13. “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
  14. “Immediate Journey” – For the purposes of these terms and conditions “Immediate Journey” refers to any journey where the travel is required ASAP
  15. “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
  16. “On Account” – For the purposes of these terms and conditions “On Account” refers to payment being made later.
  17. “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
  18. “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
  19. “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.
  20. “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
  21. “Website” – For the purposes of these terms and conditions “website” refers to the company’s website, www.personalclasstravel.co.uk
  22. “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
  23. “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.
  24. “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 company’s base or from the drop off location of one booking to the pick-up location of another booking

25 “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

  1. “Booking Hours” – For the purposes of these terms and conditions “Booking Hours” refers to the advertised times that a booking can be placed. This is different to the times a booking can be carried out as bookings can be carried out at on any day of the week at any time of day

27 “Personal Class Travel Lite” “Lite” – For the purposes of these terms and conditions “Personal Class Travel Lite” & “Lite” will refer to a local on demand service from Personal Class Travel where all fares are calculated by a meter.

28 “No Show” – For the purposes of these terms and conditions, “No Show” refers to the driver arriving at the given pick up location at the given time, and the customer not arriving withing a pre-set time scale.

29 “Calendar Share” – For the purposes of these terms and conditions “Calendar Share” refers to a Driver Share Club Member sharing their personal calendar with Personal Class Travel

30 “iCal” – For the purposes of these terms and conditions “ical” shall refer to a calendar from Apple Inc that can be created and updated on from any device using the correct software or browser,

31 “Google Calendar” for the purposes of these terms and conditions “Google Calendar” shall refer to a Calendar from Google that can be created and updated from any device using the correct software or browser

 

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 All bookings must be made within the company’s normal bookings hours, which will vary depending on whether the customer is an account holder, a driver share club member of a guest. Bookings will not be accepted outside of the companies normal booking hours. In the event a booking is placed by email, app or website outside of the companies normal booking hours, this will be actioned inside the companies normal booking hours

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, on a case-by-case basis and does not set any precedent, nor does the company accept any obligation to do so with any future bookings. Once payment has been processed, no refund equal to any discount due can be given, neither will any credit be issued, nor will the discount be applied to 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 licence. 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 or an account holder can book a journey in a private hire vehicle from any point in the UK to any other point in the UK. Anyone who is not a member nor has an account, 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 or private hire Driver and a Licenced Hackney Carriage or Private Hire 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 in the case of a Private Hire Driver & Private Hire Vehicle 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 agrees to provide the correct pick-up address and destination to the company at the time of booking. This includes the correct number of the building or name of Restaurants, Companies, Buildings. Where the building has a building name, company name and a number or any combination of the three, the customer agrees to provide the correct name or number of whichever is most visible and easily identifiable. Where the address is identified by a company or brand name, the customer agrees to provide the company or brand name currently in use. The company cannot be held responsible if a driver attends the address provided, and this is incorrect. Neither can the company be held responsible for arriving late due to being unable to locate 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 categories, at no extra cost. However, the company does guarantee this will always be possible.

1.2.12 The customer is permitted to book a journey up to 12 months in advance

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

1.3.8 Where a booking has been sub-contracted to a 3rd party provider, not such text messages shall be sent to the passenger.

1.4. Payment

  1. 4.1 In order to place a booking, the customer must be a Driver Share Club Member or an account holder, and all bookings and any other charges 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.

1.4.3 Any parking fees, congestions zone fee’s, low emission zone fee’s, toll roads or any other additional charges incurred by the driver shall be payable by the customer. Where any such fee is known about by the company when the booking is made, this shall be added to fee of the journey to provide a total cost. If any fees are incurred by the driver that were not known about by the company at the time the booking was made, or were incurred because of the customer’s instructions, request, or actions, these will be payable by the customer. If the booking is being paid for on account, these costs will be added charged to the customer the week after such costs were known about. If the booking is a guest booking, the driver may request payment for the extra fee’s when they are incurred, or at the end of the journey at their discretion.

1.4.4 The company will charge the member or account holders credit or debit card every Monday at any time between 06:00 and 22:00 for all bookings completed between 00:00 Monday and 23:59 Sunday of the previous week. The member / account holder will receive a receipt for payment via email every time a charge is made to their card by the company. The customer 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

1.4.5 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 A Personal Class Travel Lite booking may be made with payment by cash or by account so long as the following conditions are met:
i – The booking must start or end within Cardiff Council Boundaries
Ii – The booking has not been made via the company’s website or app, as cash bookings cannot be made online

iii – The booking is not a Wait & Return Booking, Return Booking, Timed Booking, Retainer Booking, Tour, Driver Hire, or Standby Booking.
iv – The booking is for no more than 4 passengers

v – A Lite account has been opened previously

 

1.4.8 Where a Lite Bookings is made, 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 Lite booking over a standard booking, and the final fare may be higher or lower than if it was a non-Lite Booking.

1.4.10 Where a price for a Lite 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 Lite booking is made more than 6 hours in advance, and subsequently cancelled more than 2 hours after the booking was made, but before a driver has been dispatched, a cancellation fee of 50% of the estimated value of the booking will be charged to the customer.

1.4.12 Where a driver has already been dispatched for a Lite booking, and the booking is cancelled whilst the driver is on route, the full estimated value of the booking shall be charged to the customer. The only exception to this is where the booking is an on-demand booking. Where the booking is an on-demand booking the customer may cancel the booking up to 10 minutes after the booking is made and not be charged, so long as the driver has not arrived at pick up location. If the driver has arrived at the pickup location, the full estimated value of the booking will be charged to the customer

1.4.13 For Lite bookings, the customer can choose to pay by cash or account.

1.4.14 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.

1.4.15 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.

1.4.16 All bookings made by members will be charged at the rate applicable at the time the booking is made.

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

1.4.18 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.

1.4.19 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

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

1.4.21 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

1.4.22 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.

1.4.23 Drivers for all Lite bookings will be assigned based purely on availability, regardless of whether payments are cash or account. Where a Lite 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 45 minutes.

1.4.24 Where an Advanced Lite booking has been made, the customer acknowledges and agrees, that the company does not guarantee the driver will arrive for the booked time, and the driver’s arrival time could be up to 10 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.

1.4.25 Where a customer is a no show, the full fare of the booked journey will be charged to the customer’s account. In the event the no show is for a Lite booking where payment is on account, the estimated fare of the booked journey shall be charged to the customer’s account

1.5 Membership

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

1.5.2 A Lite Account is made available at no charge. All Lite 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 requirement shall be charged at full rates applicable at the time the booking is carried out. The company reserves the right to automatically change any membership or account to a Lite account at their discretion. Where the company changes a membership or account to a Lite account, the company will give the member 14 days’ notice of the change before any change in charges or service levels are applied. The member can request to retain their current account or membership, but any such request must be made in writing no more than 14 days after notice has been given by the company. All Lite Accounts will be paid by Direct Debit. The exception to this is where a previous Personal Account, Group Account, or Personal Class membership has been changed to a Lite account. In this situation the payment method will remain the same.

1.5.3 A Personal Account is free of charge, with payment upfront for the first booking. The customer authorises and authorises the company to charge their card for all subsequent 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.

1.5.4 Group Account has an annual admin fee of £49.99 which must be paid to keep the account active. A valid credit or debit card is to be supplied to the upon opening an account and the company is authorised 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.

1.5.5 Group Accounts must have a nominated Account Administrator who will be person responsible for making sure card details and all passenger details remain up to date and correct. The Account Administrator is also the person who the company will contact in the event there is any issue with the account. They will also be the person liable for all payments and will normally be the person whose name the card being used to make payments is in, if the card being used to make payments is in a name other than that of the Account Administrator, the Account Administrator must have authourisation from the card holder which must be provided to the company in writing. The Account 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 account may only make bookings for themselves. Only the nominated Account Administrator may make changes to authourised people and permissions.

1.5.6 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 account holder to a Personal Class Membership 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.

1.5.7 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 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

1.5.8 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.

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

1.5.10 The customer acknowledges and agrees that all member bookings will be charged as Fixed Fares at the companies’ standard rate, and the fee for the journey maybe affected by the day and time the journey is to take place.

1.5.11 The company gives Personal Class Members holders access to several exclusive members benefits not available to other account holders

1.5.12 All charges relating to a Lite Account will be payable by Direct Debit, which will be processed by www.gocardless.com

1.5.13 A Corporate Account 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 Corporate Account

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

1.5.15 If any account is overdue by 14 days after the due the date, the account will be suspended until such a time as all payments have been made. Any bookings due to take place after this time will be cancelled but may still be chargeable if they are due to take place in a timescale after the account has been suspended, that would normally make a booking chargeable. The company reserves the right to request a non-refundable bond, or payment in advance prior to a suspension being lifted.

1.5.16 The company reserves the right to take legal action or pass the debt to a debt collection agency for any invoices outstanding by 28 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 and / or account will be cancelled.

1.5.17 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.

1.5.18 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

1.5.19 The company reserves the right to terminate any account of membership for any reasons at their discretion. Examples of reasons an account or membership may be terminated include, but are not limited to, repeated late payments but in a timescale so as not to trigger legal action and account closure, physical, sexual, racists or any other form of abuse either verbal or physical towards or against a driver assigned to carry out a booking, or an employee or agent of the company, account or membership being used to carry out illegal activities whether suspected or proven, slanderous or libellous actions or comments about the company to any 3rd party, changes in government legislation that would prevent or hinder the company from providing their services to any account holder or member,

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

 

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 Bookings made by non-account holders or non-members and paid for in advance by either Card or Bank Transfer and are required to pay a 25% non-refundable deposit at the time of booking, with the balance 48 hours prior to the booking taking place. If the balance is not paid at least 48 hours before the booking is due to take place, the bookings is cancelled, and the deposit is not refunded. If the customer chooses to pay the who value of the booking when the booking is made, or the full balance before it is due, and the customer later decides to cancel the booking more than 24 hours before the booking, the customer will be refunded 75% of the value of the booking. Any bookings cancelled by the customer later than 24 hours before the booking, will not be eligible for a refund

1.6.3 Where an account holder or member places a booking and later cancel that booking more than 48 hours before the booking was due to take place, there will be no charge. Where the booking is cancelled less than 48 hours before the bookings, but more than 24 hours before a charge of 10% of the booking may be charged to the account holder. Where the booking is cancelled less than 24 hours, but more than 12 hours before the booking, 50% of the booking may be charged to the account holder. Where the booking is cancelled less than 12 hours before the booking, the full value of the booking will be chargeable. The company reserves the right not to apply any charges to Personal Class Member Cancellations. Any such decision 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 booking has been made by a guest less than 24 hours before the booking, and paid by Card, the customer may cancel the booking up to 2 hours before the booked time and receive a full refund minus 25%. If the booking is cancelled less than 2 hours before the booked time, the customer will not be eligible for any refund. If the booking is by an account holder or a member, there will be no charges so long as the driver has not yet been dispatched. If the driver has been dispatched, the customer may still get charged the full amount of the fare

1.6.5 Where a member or account holder requests a booking with an hour or less notice, the booking may be cancelled up to 15 minutes from the time the booking is made, without charge. If the booking is cancelled after a driver has been dispatched, but the driver has not yet arrived at the pick-up location, a £7.50 fee will be charged to the account. If a booking is cancelled after the driver has arrived, the full amount of the booking will be charged to the account. If a guest makes a booking with an hour or less notice, the booking maybe cancelled up to 5 minutes from the time the booking is made to get a full refund, Otherwise, no refund will be provided.

1.6.6 Where a Lite booking is made more than 6 hours in advance, and subsequently cancelled more than 2 hours after the booking was made, but before a driver has been dispatched, a cancellation fee of 50% of the estimated value of the booking will be charged to the customer. The customer will not be charged for Bookings cancelled less than 2 hours after the booking was made, where the driver has not been dispatched. Where a driver has already been dispatched for a Lite booking, and the booking is cancelled whilst the driver is on route, the full estimated value of the booking shall be charged to the customer. The only exception to this is where the booking is an on-demand booking. Where the booking is an on-demand booking the customer may cancel the booking up to 10 minutes after the booking is made and not be charged, so long as the driver has not arrived at pick up location. If the driver has arrived at the pickup location, the full estimated value of the booking will be charged to the customer

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

1.6.8 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.

1.6.9 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 an account booking, and 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.

1.6.10 For a Lite Booking, the driver will wait at the booked pick up location minimum of 5 minutes, but a maximum of 10 minutes before the job is cancelled.

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

1.6.11 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, with the exception of bookings made less than 1 hour before 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 5 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 be 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 may not be possible and agree to travel to where the vehicle is if required to do so. 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 an account or member booking, the company reserves the right for the driver to cancel the booking, no refund will be applicable. If the booking is from an account holder or 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 an account or 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 or account holder, 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. 5 minutes free waiting time will be provided for guest bookings. Up to 10 minutes free waiting time will be provided for Personal & Group & Corporate Account Holders, 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 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, at their discretion. Should any one driver permit any of these activities, this does not set a precedence for the whole company and the decision to allow or not allow any such activity shall be that of the individual driver and the individual driver alone at that time. The customer and passengers also acknowledge, that what a driver allows at one time, they may not allow at another time

1.7.13 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.

1.7.14 ​The company will not be liable for any costs incurred by the passenger or customer because of the driver and vehicle arriving at the destination late due to any reasons.

1.7.15 ​If for any reason the driver is unable to complete a journey once it has begun (for example a breakdown that cannot be repaired at the roadside, and requires recovery), the company will arrange and pay for alternative transport for the passenger, at no extra cost to the customer. Whilst the company will make every effort to arrange transport comparable with that booked and paid for, the type of transport arranged will be at the company’s discretion. This does not apply to a Lite Booking, where the customer will be charged for the distance travelled, but the company is under no obligation to provide any assistance for onward travel.

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. This does not apply to a Lite Booking, where the customer will be charged for the distance travelled, but the company is under no obligation to provide any assistance for onward travel.

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. No passengers should request, encourage, or incentivise the driver to stop in any place where it would unsafe, illegal or they would be causing a hazard of obstruction to other road users

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 are to check it is safe to exit the vehicle before doing so, to ensure that they do cause any damage to the vehicle or any other 3rd party vehicles or any items such as street furniture, flora and fauna or signage etc, or injury to any road users or pedestrians. The company does not accept any liability for any damage or injury to anyone or anything caused by the passengers’ actions as they exit the vehicle. The passenger acknowledges this and accepts all blame and liability for any injury or damage caused by their actions when exiting the vehicle

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 by a non-account holder or non-member, 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. All account holders and members will have the fee charged by the Airport on the day of the booking, if applicable, added to their account.

1.8.2 The company charges an Airport Pick Up. This is an optional extra available for non-account holder and non-members for all airport 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 are also included. After this time, waiting charges may be applied. If the passenger is ready to be met less than 30 minutes after the flight has landed, they may contact the driver directly if they wish, and the driver will make their way to the designated pick-up zone at the airport

1.8.3 For all account holder bookings, the flight will be tracked, and the driver will arrive in the designated pick-up zone of the airport 30 minutes after the flight has landed. 30 minutes free waiting time is included from the time the flight lands. After this waiting time will be added to the customer account. If the passenger is ready to be met less than 30 minutes after the flight has landed, they may contact the driver directly if they wish, and the driver will make their way to the designated pick-up zone at the airport. The total cost of the parking paid for the driver will also be added to the customer’s account. The total charged to the customer’s account for an Airport Pick Up will be journey fee + parking + waiting time after 30 minutes

1.8.4 For a Meet & Greet, 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. If the passenger is ready to be met less than 30 minutes after the flight has landed, they may contact the driver directly if they wish, and the driver will make their way to the arrival’s hall at the airport

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 by a guest, 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, and the scheduled landing time of the flight will have no bearing on this time. 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 by a guest, 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 Cardiff Airport is a fixed fare journey to and from all postcodes beginning CF10, CF11, CF14, CF15, CF23, CF24, CF3 & CF5. No account or membership discount is applied to any Cardiff Airport booking. There is no additional drop off fees for any Cardiff Airport Drop Off’s and all flights are tracked for pickups from Cardiff Airport, with the driver arriving in the pickup zone 30 minutes after the flight has landed, with one hour’s free waiting time included from the time the flight lands. A Meet & Greet can be booked at additional cost for all Guest and Account Bookings. Personal Class Members receive a Meet & Greet at Cardiff Airport as standard. For all bookings not from CF10, CF11, CF14, CF15, CF23, CF24, CF3 or CF5 the journey will be priced normally according to the start and finish locations, with an Airport Pick Up Fee or Meet & Greet being optional extras as above

1.8.9 Bristol Airport is a fixed fare journey to and from all postcodes beginning CF10, CF11, CF14, CF15, CF23, CF24, CF3 & CF5. No account discount is applied to any Bristol Airport booking. There is no additional drop off fees for Bristol Airport Drop Off’s for account and guest bookings and all flights are tracked for pickups from Bristol Airport, with the driver arriving in the pickup zone 30 minutes after the flight has landed, with one hour’s free waiting time included from the time the flight lands. A Meet & Greet can be booked at additional cost for all Guest and Account Bookings. Personal Class Members will receive a discount on the fixed fare both too and from Bristol Airport. For Drop Offs at Bristol Airport, the drop off fee charged on the day the journey takes place will be charged to the member on top of the journey fee. Personal Class Members will receive a Meet & Greet as standard for all Bristol Airport pickups and receive 30 minutes free waiting time after the flight has landed, after this waiting time will be added to the final fee. Personal Class Members will be charged the full amount of parking fees incurred by the driver on the day the journey takes place. For all bookings not from CF10, CF11, CF14, CF15, CF23, CF24, CF3 or CF5 the journey will be priced normally according to the start and finish locations, with an Airport Pick Up Fee or Meet & Greet being optional extras as above

1.8.10 The company and the driver will always make every effort to ensure the driver arrives at the airport shortly before the flight is scheduled to land. The customer and passenger acknowledge that in some cases the driving time to an airport may be longer than the flight time. As a flights ETA is not always known about until approximately 10 minutes after a flight has taken off, there may be occasions where a flight lands early and before the driver has arrived at the airport. In the event a flight lands earlier than the scheduled time, the customer and passenger acknowledge that there may be a wait at the airport for the driver to arrive

1.8.11 For Cardiff & Bristol Airport where Fixed Fares are active, the fixed fare only applies to journeys between the postcodes mentioned and either Cardiff or Bristol Airport Drop Off or Pick Up Zones, with no stops on route. Any bookings that are too / from any location outside of the previously mentioned postcodes or airports will be charged at the normal rate and the fee will be dependant on the time and distance of the booked journey, plus any drop off or pick up fees that may be applicable. Should a guest book one or more stops on route then the fixed fares will not apply, and the booking will be charged at the normal rate and the fee will be dependant on the time and distance of the booked journey, plus a stopover charge per stop, plus any drop off or pick up fees that may be applicable. Personal Class Members and Account Holders will be charged an additional stopover fee for any additional stops on route to the airport so long as the pickup / destination address and all the additional stops are within the previously mentioned postcode areas. Any bookings by an Account holder or Personal Class Member that include any stop at any address covered by the previously mentioned postcodes, or Airports will be charged at the full rate and the fee will be dependant on the time and distance of the journey booked, plus any additional stop over fee, and any drop off or pick up fees that may be applicable.

1.8.12 Where a flight is delayed by more than 2 hours for any Airport other than Cardiff or Bristol Airport, waiting charges may be applied. Any waiting time imposed as result of a flight delayed by 2 hours would be from 3 hours (2-hour delay + 1 hour’s standard waiting time) after the flight was scheduled to land to the time the passengers arrived at the vehicle or are met in the arrivals hall depending on the booking. Where a flight is delayed by more than 3 hours for Bristol Airport, waiting time charges may be applied. Any waiting time imposed as a result of a flight delayed by 3 hours would be from 4 hours (3-hour delay + 1 hour’s standard waiting time) after the flight was scheduled to land to the time the passengers arrived at the vehicle or are met in the arrivals hall depending on the booking. Where a flight is delayed by up to 4 hours for Cardiff Airport, there will be no additional waiting time charges other than the standard waiting time charges for Airport Pick Ups. The Company reserves the right to alter the driver at short notice, without warning for any flight into any Airport that is delayed by more than 1 hour, as such the driver meeting the passenger at the airport may differ to the one previously advised

1.8.13 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

1.8.14 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

1.8.15 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 or account holder, 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 Wait and Return

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

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

1.11.3 Where the wait & return is due to a fixed time appointment, or a time the customer has requested to arrive at a destination, the waiting time shall be chargeable from the time in question. If the driver arrives at the destination earlier than planned the extra time will not be chargeable.

1.11.4 Where no arrival time has been specified by the customer, the waiting time shall commence upon arrival at the destination

1.11.4 The minimum time charged is 2 hours waiting

1.11.5 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

1.11.6 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.

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

1.11.8 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

1.11.9 The destination where the driver shall leave the passenger must be within in 3 miles of the original pick-up location. Additional fees may be incurred if the final destination is further than 3 miles from the pick up location, and the cost of a booking from the final destination to the original pick up location my be chargeable.

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

1.12 Timed Bookings

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

1.12.2 There is a minimum booking of 1 hour

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

1.12.4 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.

1.12.5 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.

1.12.6 For multiple day or week bookings a mileage allowance of 150 miles per day or 750 miles per week in included in the booking

1.12.7 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 charges may be payable

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

1.12.9 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

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

1.12.11 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

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

1.12.13 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.

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

1.12.15 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

 

1.13 Stand by and Retainer

1.13.1 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.

1.13.2. The retainer can be booked for a 6-hour period stating between 06:00 and 18:00

1.13.3 At the time of booking the customer is to provide the possible pick-up. 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.

1.13.4 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

1.13.5 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.

1.13.6 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.

1.13.7 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

1.13.8 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 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

1.13.9 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.

1.13.10 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

1.13.11 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

1.13.12 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.

1.13.13 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.

1.14 Maybe

1.14.1 Maybe is available exclusively to Personal Class Members and allow members to have a driver available to them for set number of hours in case they require one.

1.14.2 During a period of Maybe Availability, the driver may still carry on other local work, and as such may not be immediately available when the customer requests the driver, although every effort will be made by the driver and the company for any wait to be no more than 30 minutes, although this is not guaranteed.

1.14.3 If no bookings are made during the period of availability, a Maybe Charge will be added to the Members account for the time a driver was available

1.14.4 If a booking is made during the period of availability, there will be no additional charges, and only the booking carried out will be paid for

1.14.5 A period of Maybe availability ends as soon as soon as a booking is made.

1.14.6 If the member thinks they may want to make more than one booking during the period of maybe availability, the possible number of bookings is to be advised when the booking is made. The Maybe fee is the same amount per hour regardless of how many bookings the member advises may be made. A Maybe fee will be charged from the time between the end of the final booking, and the end of the period of maybe availability if no further bookings are made.

1.14.7 The driver will no longer be available to the member once all the advised bookings have been made, or the booked period of availability has ended which ever happens first. Should the member wish to make a booking after this time, then any such booking would be dependent on driver availability as normal.

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 as a result 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. The 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, but will arrive at any time between the ready time and a time that allows delivery to be made as per timings in 1.15.14. 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.

1.16 Journey Match

1.16.1 Journey Match is where a booking creates a dead leg, and the company seeks to fill the dead leg with another booking for a potentially discounted fee.

1.16.2 If a customer or passenger would like to utilise a dead leg and take advantage of the discounts, they agree to full flexibility with regards to the pickup / drop off time.

1.16.3 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. However, the company reserves the right to include or discount any such additional service at their discretion, depending on the original booking

1.16.4 Journey Match is only available to 4-seater standard vehicle bookings, although any vehicle may be used to carry out the booking

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

1.16.6 A Journey Match must be paid in full at the time of the booking. If a Journey Match Booking is cancelled less than 48 hours before the journey, there will be no refund. If the booking is cancelled more than 48 hours before the booking, the customer will be eligible refund of 75% of money that has been paid

1.17 Travel Booking Services

1.17.1 The company provides a full travel booking service to Personal Class 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 10% 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, and a maximum amount per night, 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

1.18.7. The customer may book a Driver for any period of time. 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

1.18.8 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

1.18.9 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 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 Personal Class Travel Lite

1.20.1 A Personal Class Travel Lite booking may be made with payment by cash or by account so long as the following conditions are met:
i – The booking must start or end within Cardiff Council Boundaries
Ii – The booking has not been made via the company’s website or app, as cash bookings cannot be made online

iii – The booking is not a Wait & Return Booking, Return Booking, Timed Booking, Retainer Booking, Tour, Driver Hire, or Standby Booking.
iv – The booking is for no more than 4 passengers

v – A Lite account has been opened previously

 

1.20.2 Where a Lite Bookings is made, 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 Lite booking over a standard booking, and the final fare may be higher or lower than if it was a non-Lite Booking.

1.20.4 Where a price for a Lite 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 Lite booking is made more than 6 hours in advance, and subsequently cancelled more than 2 hours after the booking was made, but before a driver has been dispatched, a cancellation fee of 50% of the estimated value of the booking will be charged to the customer. The customer will not be charged for Bookings cancelled less than 2 hours after the booking was made, where the driver has not been dispatched.

1.20.6 Where a driver has already been dispatched for a Lite booking, and the booking is cancelled whilst the driver is on route, the full estimated value of the booking shall be charged to the customer. The only exception to this is where the booking is an on-demand booking. Where the booking is an on-demand booking the customer may cancel the booking up to 10 minutes after the booking is made and not be charged, so long as the driver has not arrived at pick up location. If the driver has arrived at the pickup location, the full estimated value of the booking will be charged to the customer

1.20.7 For Lite bookings, the customer can choose to pay by cash or account.

1.20.8 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.

1.20.9 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.

1.20.10 Drivers for all Lite bookings will be assigned based purely on availability. Where a Lite 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 or account holder 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 45 minutes.

1.20.11 Where an Advanced Lite 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.

1.20.12 The company provides account holders the opportunity to request bookings be charged at a Lite rate, either as a one-off booking, or as a default Requests to change a Personal Account to a Lite Account can be made in writing to booking@personalclasstravel.co.uk

1.20.13 The customer acknowledges that there is no free waiting time for any Lite booking, and they agree they may be charged from the moment the driver arrives at the pickup location. An individual driver may on occasion grant a short period of free waiting time, but this would be entirely at the drivers own discretion and would not set a precedent for any future bookings, neither should it be expected for any future bookings

1.20.14 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 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.

  • Punctuality Guarantee
    • The Company guarantee that the driver will arrive on time, every time.
    • For the purposes of this guarantee, “on time” includes arriving up to 5 minutes after the booked time, to allow for heavier than anticipated traffic, or any other unexpected delay on-route
    • If the driver arrives more than 5 minutes after the booked time the customer may be eligible for a 50% refund on the cost of travel. If the driver arrives more than 10 minutes after the booked tim, the customer may be eligible for a 100% refund on the cost of travel
    • The punctuality guarantee only applies to bookings for journeys that begin in Cardiff, an address whose postcode begins CF10, CF11, CF14, CF15, CF23, CF24, CF3 or CF5, regardless of where the journey ends
    • This guarantee only applies to bookings that are placed 24 or more hours in advance.
    • This guarantee does not apply to Lite bookings, Personal Tours, Journey Match, Standby, Retainer, Maybe, or Timed bookings longer than 1 day in length
    • Where the booking is part of a return booking or a Wait & Return, this guarantee only applies to the outward journey. The return journey, and any waiting time shall still be payable in full
    • Any waiting time charges that would normally be payable after the driver’s arrival, shall still be payable, and only the journey cost will be eligible for a refund.
    • Refunds will not normally be automatically processed, and any claims for a refund should be made by email to booking@personalclasstravel.com no more than 24 hours after the booking ends. Any claims for refunds made after this time will not normally be given. The company does reserve the right to grant any refund claims placed after this time, or automatically grant a refund without a claim at their discretion. Any such decision by the company, does not set any precedent and does not mean any such action will be taken again in the future.
    • Where the booking has been made by a guest who has pre-paid by credit or debit card, any refund shall be made to the card used to make the payment. Where the booking has been made by an account holder or member, the value of the refund shall be deducted from the next invoice.
    • No refund will be made, where the reason for the delay is due to the actions or request of the customer. This includes the customer making multiple back-to-back bookings, and the driver being late for one or more of those bookings due to a request, or action of the customer during or before an earlier booking. This applies to Personal Class Members & Group Accounts, where multiple authorised people have made bookings at different times, and the actions or request of one of the authorised people cause the driver to be late for subsequent bookings being charged to the same account.
    • No refund will normally be given if the reasons for the late arrival are wholly outside of Personal Class Travel Ltd, or the drivers control. Such reasons include but are not limited too.

1.21.12a A RTC on the driver’s route that occurred after the driver had begun the journey and no alternative quicker routes available.

1.21.12b Extreme congestion that developed after the driver had begun the journey and no alternative quicker routes available. 1.21.12c the driver being involved in a non-fault RTC (should the driver be involved in an RTC where fault is disputed, a claim for a refund will be acknowledged, but no refund will be processed until the fault has been determined by the insurance companies, or a court of law)

1.21.12d A wrong address for the pickup being given by the customer, or the pickup location being unusually hard to find, such as a new build housing estate, or a named house, or location off a main road, resulting in the driver being forced to phone the customer for directions, so long as the initial phone call to the customer is made by the driver no later than 5 minutes after the booked time.

1.21.12e Changes to road layouts which either delay or disorientate the driver causing them to make a wrong turn.

1.21.12f with the exception of tyre punctures, mechanical failure of the vehicle is not included as a reason wholly outside of the driver’s control. As such a claim may be made for a late arrival due to vehicle breakdown, so long as a puncture is not the cause of the breakdown

  • No refund shall be given where there have been changes of any kind made to the booking after the booking was confirmed. This includes, but is not limited to; change of address, change of time, change of vehicle
  • No refund shall be given in the event the booking is sub-contracted to a 3rd party provider, regardless of the reason the booking was sub-contracted
  • No refund shall be given if the driver, company, an employee of, or an agent acting on behalf of the company gives the passenger at least 1 hours’ notice by phone call of a possible or likely late arrival. So long as during this phone call, a revised ETA is given, and the driver arrives within 30 minutes of the advised ETA
  • Claims for refunds must be made by email within 24 hours of the booking being completed. The company will acknowledge the refund claim within 72 hours of the claim being made and confirm if any claim has been successful within 72 hours of acknowledgement being made. During this time the company will make investigations to ascertain whether the claim is a valid claim, and the customer is due a refund. During any such investigation, the company may request additional information from the customer. If additional information is requested from the customer, then confirmation will be given within 72 hours of the last piece of information being provided by the customer. If a claim is successful, any refund due shall be processed within 28 days of the claim and refund being granted. If the booking is a guest booking, and payment was made in advance, it could take up to 10 further working days for the refund to appear on the customers bank or card statement. This is beyond the company’s control
  • Personal Class Travel Ltd reserve the right to suspend or revoke this guarantee at any time, for any reason, without notice

 

 

2 Personal Class Tours

2.1 All tours are for a maximum of 3 people

2.2 Tours will begin and end at the same location as advised by the customer. The driver may at their discretion end the tour at an alternative location within a reasonable time and distance from the advised location.

2.3 Tours may end at a different location if agreed in advance with the company, however the company reserves the right to charge an additional amount for this

2.4 Tours do not follow a set route, so what may be seen on one tour may not be seen on another tour

2.5 All tours must be paid in full at the time of booking. When booking, the customer must provide the full address of the start and finish of the tour, the number of people on the tour, the name and mobile phone number of at least one of the passengers going on the tour

2.6 The customer may cancel a tour and receive a full refund minus 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 because 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 Calendar Share

4.1 Calendar share is available exclusively to Personal Class Members of the companies Driver Share Club

4.2 The company reserves the right to allow any non-Personal Class Member who has an account with the company to participate with Calendar Share at their discretion. The company also reserves the right to charge an additional fee for this, or upgrade the account holder to a Personal Class Member and charge their card accordingly

4.3 The company agrees to create bookings on behalf of the member in relation to new events found on a member’s calendar that has been shared with the company.

4.4 The member agrees that any bookings created in relation to new events found on their calendar that is shared with the company will be created in accordance with the details on the event in the calendar. The company accepts no liability for a booking being incorrectly created because of incorrect information on a member’s calendar when a new event is identified. This includes, but is not limited to incorrect times, dates, or locations

4.5 The company accepts no liability for failure to create any bookings in relation to an event on the member’s calendar. Members agree that it is still their responsibility to ensure all bookings are made correctly

4.6 Only iCal or Google Calendar can be used for Calendar Share. No other calendars shall be accepted.

4.7 The company accepts no liability for any events created on the members iCal or Google Calendar not syncing correctly, or any failure in or downtime of any calendars

4.8 The member acknowledges that the company, and any employees, or agents of the company, will have full access to view all events on the calendar that the member has shared with the company. Therefore, the member should limit any information on the Calendar to the minimum required to allow a booking to be created, and should ensure that all personal and, or sensitive information is removed from the calendar.

4.9 The company uses, and views all calendars, using Google Calendar regardless of the type of Calendar used by the member

4.10 The company does not have any rights to amend any events on a member’s calendar, and the member should ensure that no permissions other than “view” are granted to the company when the calendar is shared with the company

4.11 The company agrees to regularly check its Google Calendar for any new events added to all members calendars but does not guarantee this will happen more than once during any 24 hours period, and the member acknowledges that Calendars will only be checked during the company’s normal office hours. That is Monday to Thursday 9:30am to 10:00pm, Friday 9:30am to 10:00pm and Saturday 10:00am to 10:00pm

4.12 The company agrees to create an unconfirmed booking for all new events as soon as a new event on a member’s calendar is noticed, and to advise the member of the provisional booking by text, Whatsapp or email as soon as this has been done. No unconfirmed bookings shall be confirmed until the member confirms the booking. If a booking has not been confirmed by the member 48 hours after the booking was made, a reminder will be sent to the member asking if they wish to confirm or cancel the booking. The booking will be cancelled a further 24 hours after this if it is not confirmed by the member in this time.

4.13 The member reserves the right to authorise the company to confirm all bookings unless the member advises the booking is to be cancelled. This authorisation can be given verbally or in writing, which ever is the members preference

4.14 Timings of all bookings created because of Calendar Share, shall be at the companies recommended times to allow for sufficient time to arrive at the destination by the time indicated on the Calendar. As with all bookings it is the members responsibility to ensure the pickup time allows sufficient travelling time, and the company can not be held liable should the member arrive late.

4.15 Where a booking is created to match the finish time of an event on the members calendar, the booking shall be made to coincide with the scheduled finish time according to the Calendar. The company reserves the right not to create a booking to coincide with the end of an event if the company believes the member will not want to be picked up at that time, because the end time on the Calendar is not the true finish time, and the true finish time is unknown. Reasons for this include but are not limited to; the destination of the original booking, such as a city centre, event type as indicated on the calendar, such as a meal or party. In such a situation it will be the members responsibility to make an additional booking at a time they wish when they wish. The company accepts no liability for failure to create a booking in these circumstances

4.16 In the event the member wishes to cancel a booking created by Calendar Share, normal cancellation procedures should be followed. Cancelling or deleting an event on their calendar only does not qualify as a suitable way to cancel a booking, and any bookings cancelled in this many will be liable for any cancellation charges.

4.17 Members reserve the right to stop sharing their calendar with the company at any time, without notice at their discretion. Any confirmed bookings created before a member stop sharing their calendar shall remain valid unless the member cancels the bookings separately.

4.18 In the event a members membership ceases for any reasons, including but not limited closure by the company due to non-payment, the company will remove the members calendar from their Google Calendar immediately, and all bookings will be cancelled by the company. Should the member then resume their membership, they will be required to re-share their calendar with the company should they wish to enjoy the benefits of Calendar Share once more, and new bookings will be created by the company accordingly

4.19 The company gives the member the right to request no bookings are created because of new events on their calendar, and to instruct the company to only use the calendar as a guide to when they may be likely to be making bookings. If they exercise this option, the member also acknowledges that the company does not guarantee any availability for any bookings made that relate to events on the Calendar, although it will attempt to consider potential bookings from the member when accepting bookings from other members, account holders and guest, and assigning and allocating work to drivers

4.20 Sharing a calendar with the company does not affect the members right or ability to make any other bookings so long as any other bookings are made within the normal pre-determined time scales.

4.21 All standard cancellation and waiting time charges apply to all bookings created using a members calendar.

 

5 Miscellaneous Items

5.1 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.

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

5.3 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.

5.4 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.

5.5 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, 14 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ, 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.

5.6 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.

5.7 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.

5.8 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. 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.

5.9 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

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

5.11 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.

5.12 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

5.13 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.

5.14 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

5.15 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.

5.15 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 – 9th May 2022

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

Come into effect on – 9th May 2022

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