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TERMS & CONDITIONS

Personal Class Travel Ltd Client 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 Norman House, Norman Trading Estate, Norman Road, Whitchurch, Cardiff, CF14 1ER) ​, the guest. client, account holder, customer & passenger. By using any of the services of ​PERSONAL CLASS TRAVEL LTD​ the guest, client, 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, and apply to all bookings carried out on or after 18th September 2023

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. “Client” – For the purposes of these terms and conditions “Client” shall refer to the name of the person or company who places a booking with the company and is responsible for all payments.
  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 bookings at a later date to the one the booking takes place
  4. “Customer” – For the purposes of these terms and conditions “Customer” shall refer to the name of the person 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,
  5. “Guest” – For the purposes of these terms and conditions “Guest” shall refer to any person who is travelling in the vehicle for any duration of time whilst the journey is underway.
  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.
  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 purposes 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. “Office Hours” – For the purposes of these terms and conditions “Office 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.

24 “Out of Hours” – For the purposes of these terms and conditions “Out of Hours” refers to any time outside of the companies declared and office hours. May also be referred to as OOH

25 “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.

26 “Unsocial Hours Booking Fee” – For the purposes of these terms and conditions “Unsocial Hours Booking Fee” refers to an additional fee which may be charged for bookings placed by between certain advertised times.

27 “Babes in Arms” – For the purposes of these terms and conditions, “Babes in Arms” refers to an infant who is not walking and is being carried.

28 “Cardiff” – For the purposes of these terms and conditions “Cardiff” refers to the geographical location of Cardiff City and is defined as a location or address whose postcode begins with CF10, CF11, CF14, CF15, CF23, CF24, CF3 or CF5

 

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. Making a booking
  • Bookings are only accepted within the company’s office hours. In the event a booking is placed by email, or website outside of the companies normal booking hours, this will be actioned inside the companies normal booking hours.
  • The company makes available to the client several different ways to book and pay. A booking made be made via phone call to a landline, by website, email.
  • The client acknowledges that regardless of how the booking is made, it will be recorded by the company and 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.
  • The client agrees the company is under no obligation to accept any booking, unless as bound to do so by any contract that may be in place between the client and the company.
  • The company agrees to provide a licensed Private Hire Driver and licence Private Hire Vehicle to the customer to facilitate a booking that is licenced by an authority where the company holds a valid Private Hire Operators Licence.
  • 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.
  • The company retains the right to provide a licenced Hackney Vehicle and driver 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.
  • The company retains the right to subcontract any booking to any third-party company or person that holds a valid Private Hire Operators Licence at the company’s discretion, regardless of where the third-party 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.
  • 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, booking details, and the details of the driver and the vehicle used to carry out the booking, the name of the company the booking was subcontracted too in the event the company subcontracts the booking to a 3rd
  • The client 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.
  • The company will be under no obligation to complete any booking 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 reserves the right to charge an administration fee of not less than £15.00 for each request’s amendment. Where an administration fee is charged, any change to the booking will not be made until the fee has been paid in full. 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.
  • The client 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.
  • The client agrees to provide a correct mobile phone number, for the customer and or guest at the time of booking, and the customer and or guest 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 and or guest due to the contact number being incorrect, or the passenger cannot be contacted on the number provided for any reasons. In this situation the normal cancellation criteria laid out below will apply.
  • Where the customer and or guest has a mobile phone number whose number is not a standard UK number, the client agrees to provide the correct country code also. 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 and or guest due to the country code being incorrect, or the passenger cannot be contacted on the number provided for any reasons. In this situation the normal cancellation criteria laid out below will apply
  • The customer is permitted to book a journey up to 12 months in advance.
  • When the company confirms a booking, it agrees to attempt to provide a vehicle and driver to facilitate the booking. 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 client, customer, guest, or passengers because of a booking being cancelled by the company. The company is not liable for any delays in any refunds appearing on the client’s card of bank statement once the refund has been processed by the company. The client acknowledges that each payment provider and bank have their own timescale to process such transactions, and these are independent organisations from the company, which the company has no control or influence over.
  • The company agrees to provide the full driver and vehicle details to the customer and or guest prior to the journey commencing. These details will include the drivers name, vehicle make, model, colour, and registration number. These details will be sent to the customer and or guest by SMS message to the number provided. On request, the company will send this information via email either in addition to or instead of by SMS.
  • The drivers’ details will not normally be provided to the client unless the client is the same person as the customer and or guest. On request however, the drivers’ details may be sent by email to the client, where the client has placed the booking on behalf of someone else.
  • The company does not guarantee when the drivers’ details will be sent, but it will no earlier than 12:00pm the day before the booking is due to take place. The company is unable to provide any details before this time.
  • 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.

 

  • Vehicle Categories
    • Bookings may be made for either a saloon car or an MPV.
    • Unless the customer requests otherwise, the company will provide, and charge for a Saloon car. 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 Saloon will be free from any visible damage or rust and will be in a clean condition when meeting a passenger.
    • If a customer books an MPV, the company agrees, to provide any vehicle that a local authority will be licenced to carry up to 6 passengers. The company does not guarantee that an MPV will have sufficient luggage space to accommodate any luggage with 6 passengers, however.
    • The company is unable to provide any vehicles that can carry more than 4 passengers with luggage.
    • Any booking made where the customer, guests, or passengers will have more than 2 large cases, an MPV will be required, but the total number of passengers will be restricted to a total of 4 passengers.
    • The total number of passengers shall include all people regardless of age including Babes in Arms.

 

  • Types of Booking
    • Bookings can be made for either a Custom Tour, Transfer Tour, A Set Tour, or Driver Hire
    • A custom tour is a tour that the company has planned specifically for the client based on their requests and instructions.
    • Fees for custom tours are based on the duration of the tour up to 3 hours, up to 6 hours or up to 10 hours. In the event a custom may exceed 10 hours additional hours may be charged for.
    • A Daily Mileage allowance is provided for a custom tour, which if exceeded additional miles may be charged for.
    • A Transfer Tour is where someone has requested a tour from an airport to another destination, with the fee based on the duration of the time the driver is engaged in driving to the airport, carrying out the tour and returning to Cardiff.
    • A Set Tour is a tour that has been pre-planned by the company and can be booked by the client.
    • Driver Hire is where the company has carried out no pre-planning and is merely providing a driver for a specific reason.
    • Where a Driver Hire booking is made, the client may book a driver for up to 3 hours, up to 6 hours or up to 10 hours. If a driver is required for more than 10 hours, additional hours may be booked.
    • If the booked time is exceeded, the driver may request additional payment from the customer and or guest at their discretion. If the booking is on account, the excess time will be added to the invoice.
    • A Mileage allowance is provided for each driver hire. The allowance will very be depending on the length of the booking. If the mileage allowance is exceeded, the driver may request additional payment from the customer and or guest at their discretion. If the booking is on account, the excess time will be added to the invoice.
    • All driver hires must begin and end in Cardiff.
    • Driver Hire’s may be used for a point-to-point journey which begins and or ends outside of Cardiff. In this situation the booking will have to be sufficient for the total time the driver will be engaged in the booking. Where the pickup point is outside of Cardiff, the start time of the hire shall be deemed to be the time the driver must leave Cardiff to arrive at the pickup point at the booked time. Where the destination is outside of Cardiff, the end time of the hire shall be deemed to be the time the driver arrives back in Cardiff. The Hire Period and associate mileage allowance will then be for total “round trip” time, with additional fee’s possible if the total mileage exceeds the mileage allowance, or if the total time exceeds 10 hours.
    • Any parking fees, congestions zone fee’s, low emission zone fee’s, ultra-low emissions zone fee’s, clean air zone fee’s, toll roads or any other additional charges incurred by the driver shall be payable by the client. 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 to the client’s invoice. If the booking is pre-paid, the driver may request payment for the extra fee’s when they are incurred, or at the completion of the booking directly from the customer and or guest, their discretion.
    • Where a custom tour is for more than one day, and the overnight location is more than 50 miles from Cardiff, an overnight fee will be included in the fee.
    • Where a Driver Hire Booking results in a driver being engaged for more than 14 hours, or travelling more than 750 miles, the driver will be required to spend the night away from Cardiff, and as such an Overnight fee will be included in the fee payable.
    • The company agrees to display all fees on their website. The company reserves the right to amend any fee’s at their discretion without notice.
    • The company agrees to honour any quote provided within 7 days of any price given. Should the company lower its prices 7 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 7 days. After 7 days the company reserves the right to charge an amount different to that which was originally quoted.

 

  • Payment
    • All bookings will be fixed price fees based on the total amount of time the driver will be engaged in carrying out the booking.
    • Unless an account facility has been agreed, all bookings must be paid for in full in advance of the booking taking place.
    • Where a booking is made more than 30 days in advance, a 25% non-refundable deposit must be paid. Availability will be guaranteed for up to 7 days, during which time the deposit must be paid to secure the booking. If the deposit is not paid within 7 days, the booking may be cancelled.
    • Where a booking is made more than 30 days in advance, the balance of the booking must be paid in full. Either, 5 Working Days before a custom tour is due to commence, or 48 hours before a set tour or Driver Hire booking is due to commence.
    • Account Facilities are available on request for companies. Any requests are subject to approval by a Director of Personal Class Travel Ltd, and maybe subject to background and credit checks prior to approval. A credit limit may also be applied to an account application and any individual bookings whose value exceeds any credit limit may still be required to be paid in advance.
    • Where a booking is made on account, the company will invoice the client within 5 working days of the booking being completed.
    • Where a booking has been made on account for multiple days, either consecutive or not, the company will invoice the client within 5 working days of the completion of the last booking.
    • Invoices to accounts will be due for payment 7 days after the invoice has been sent.
    • If an invoice remains unpaid 7 days after the due date, any upcoming bookings the client and account holder may have will cancelled, pending payment of the outstanding amount, but may still be chargeable.
    • If an invoice remains unpaid 7 days after the due date, the company reserves the right to add a late payment charge equal to 15% of the total value of the invoice. If the invoice remains unpaid for a further 7 days, the company reserves the right to add a late payment charge equal to 25% of the total of balance owed to the outstanding balance and do so every 7 days until the total amount owed, including late payment charges has been paid.
    • If an invoice remains unpaid 28 days after the due date, the account facility will be closed, but late payment charges will continue to be added.
    • If the total balance of an unpaid invoice reaches £1000 or and remains unpaid 56 days past its due date, whichever happens later, 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
    • 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.
    • All bookings will be charged at the rate applicable at the time the booking is made.
    • All Card payments will be processed by the companies’ card payment partner stripe.com.

 

  • Cancellations & Amendments to Bookings
    • The client has the right to cancel any booking for any reason.
    • Where a custom tour has been booked and subsequently cancelled less than 5 working days before the tour is due to commence, there will be no refund. A custom tour cancelled more than 5 working days before the tour is due to commence will be eligible for a refund of up to 75% of the value of the tour.
    • Where a Set tour or Driver Hire has been booked and is subsequently cancelled less than 48 hours before the tour or hire is due to commence there will be no refund. A Set Tour or Driver Hire cancelled with more than 48 hours’ notice, will be eligible for a refund of up to 75% of the value of the tour or hire.
    • Refunds will not automatically be provided and must be requested in writing by the client, no more than 10 working days after the cancellation is made. No refunds will be given if a request is not made in writing, or if the request is more than 10 working days after the cancellation is made. The company agrees to process the refund within 5 working days of the request being made.
    • The company allows the client to rearrange a booking for a different date up 3 months after the original booking instead of a refund, so long as the request is made more than 5 days before the start of a custom tour, or 48 hours before the start of a set tour or driver hire.
    • If a deposit is not paid within 7 days of an invoice being sent, the booking will be cancelled.
    • If a deposit has been paid, and the full balance has not been paid 5 days before a custom tour or 48 hours before a set tour or driver hire, the booking will be cancelled, and the deposit will not be refunded.
    • Whilst the company will make every effort to fulfil all bookings, it reserves the right to cancel any booking at any time.
    • 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.
    • The client may make any amendments to any bookings at any time up to 24 hours before the start of the booking. The company agrees to make every effort to accommodate any requests but does not guarantee to do so. If the client wishes to make. If the company is unable to accommodate any requested changes, the client may cancel the booking as per the above.
    • No changes can be made to the booking less than 24 hours before the start of the booking.
    • Unless at an Airport, if the driver is waiting at the pickup address, more than 15 minutes after the booked time for a set tour and 30 minutes after the booked time for a custom tour or Driver Hire, the company reserves the right for the driver to cancel the job. If the driver has attempted to contact the customer, guests, or passenger at least 3 times, the client will be liable for the full amount of the fee and no refund will be given.

 

  • During the Booking
    • 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.
    • The driver will contact the customer and or guest when they are on route to them and provide them with an ETA for their arrival.
    • If the driver experiences delays on their way to the pickup address and is going to be more than 5 minutes late the company agrees to notify the customer and or guest as soon as is reasonably practical to do so.  This may be done by the driver, or an agent or employee of the company.
    • The company will not be liable for any costs incurred by the customer and or guest 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.
    • 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.
    • The driver will attempt to contact the passenger and or guest upon their arrival at the pickup location. This may be by voice call, SMS message or Whatsapp.
    • If contact is made but the passenger has not arrived after 15 minutes for a set tour and 30 minutes for a custom tour or driver hire. The company reserves the right for the driver to cancel the booking, no refund will be applicable.
    • The company reserves the right to truncate or amend any tour, if the customer and or guests are late arriving at the vehicle, to ensure the tour finishes around the planned time.
    • If the customer and or guest is late arriving for a Driver Hire, the length of the hire will not normally be extended. If the hire continues past the booked finish time, the driver may request additional payment at their discretion. If the booking is on account, additional charges may be added to the client’s invoice.
    • 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.
    • 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 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 any passenger attempts to contravene this, the booking may be cancelled.
    • 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.
    • 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.
    • 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. ​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.
    • ​If for any reason the driver is unable to complete a booking 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.
    • Abuse of any kind towards the driver by any passenger either before, during or after the journey will not be tolerated. This includes, but is not exclusive to, 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 that 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 will be providing the authorities with details of the booking.
    • Upon reaching the destination, or the end of the tour, 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.
    • Passengers are to check they have not left any personal items or rubbish in vehicle prior to the vehicle departing. A rubbish disposal fee may be applied should the passengers leave rubbish in the vehicle.
    • 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.

 

  • Airports
    • All charges charged by Airports, including Drop Off Fee’s are added to the booking fee and are payable in full by the client.
    • The company charges a set amount in additional to the booking fee for picking up at an airport. This is automatically added to the fee.
    • Driver Hire is automatically extended by one hour where the client wishes the passengers to be met at an airport. This means that for an airport pick up hires are up to 4 hours, up to 7 hours or up to 11 hours.
    • All Airport Pick Up’s are Meet & Greet.
    • The customer and or guest flight details must be provided in advance, and no less than 48 hours before the booking is due to begin. The client must provide the company with the airport, the terminal (if applicable) the flight number, the airport of the flight has come from, and the airline. This will ensure that the correct flight is tracked.
    • All flights will be tracked with the agreed meeting time adjusted by up to two hours as required in the event of delays. The driver will then arrive in the arrival’s hall approximately 30-40 minutes after the flight has landed, with a nameboard displaying the customer and or guests name and will meet them there.
    • Should a flight be delayed by more than 2 hours, and the booking is a driver hire, there may be additional charges should the delay mean the booked time is exceeded. Any additional charges may be requested by the driver at their discretion upon returning to Cardiff, once the number of excess hours, if any, is known.
    • Should a flight be delayed for a Transfer Tour the tour may be adjusted to ensure it still finishes at the originally planned time.
    • The client acknowledges that if the customer and or guests flight lands ahead of schedule, the customer and or guests may be required to wait for the driver to arrive.
    • The driver will attempt to contact the customer and or guests on their arrival in the airport.
    • The customer and or guest should contact the driver on the number provided no more than 1 hour after the flight has landed to update them on their progress. If contact can not be made between the driver and customer and or guest 90 minutes after the flight has landed (2 hours for London Heathrow LHR, and London Gatwick LGW) then the booking may be cancelled, and the driver may leave the airport.
    • In the event of a no show at an airport and there are subsequent bookings for the same customer and or guest, the company will attempt to contact the client within 24 hours of the no show to confirm if the subsequent bookings will still be required. The bookings will not be cancelled by the company, and if they are no longer required, they must be cancelled by the client in writing.
    • The company reserves the right to set a fixed fare that may be lower than the normal Driver Hire booking for certain airports. Any such fixed fare would be for a straight transfer only, be for a saloon car only, and be too from addresses whose postcode begin CF10, CF11, CF14, CF15, CF23, CF24, CF3 & CF5 only.
    • Where a flight is delayed by more than 4 hours the Company reserves the right cancel the booking without refund.
    • In the event the company cancels a booking because a flight is delayed by more than 4 hours and there are subsequent bookings for the same customer and or guest, the company will attempt to contact the client within 24 hours of the no show to confirm if the subsequent bookings will still be required. The bookings will not be cancelled by the company, and if they are no longer required, they must be cancelled by the client in writing.

 

  • Damage and Soiling
    • All Passengers are to take care not to cause any damage to, or soil in anyway the vehicle before, during and after any journey.
    • If a passenger is feeling unwell at any point during a booking 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 tour, the tour may be amended to ensure it still finishes around the planned time. If the booking is a Driver Hire, which subsequently is completed later then the planned time, the driver may request additional payment or if the booking is on account excess hours may be charged for.
    • 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 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 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.
    • All passengers are 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 client. If neither the company nor the driver can source a replacement vehicle to rent, then the client 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 client.
    • 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.
    • 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 client of the incident and impending charges within 24 hours of the incident. The final charge does not have to be notified at this time.
    • The company will invoice the customer within 7 days of any work being completed by a third party, with payment due 7 days later. If an invoice remains unpaid 7 days after the due date, the company reserves the right to add a late payment charge equal to 15% of the total value of the invoice. If the invoice remains unpaid for a further 7 days, the company reserves the right to add a late payment charge equal to 25% of the total of balance owed to the outstanding balance and do so every 7 days until the total amount owed, including late payment charges has been paid.
    • If an invoice remains unpaid 28 days after the due date, the account facility will be closed, but late payment charges will continue to be added.
    • If the total balance of an unpaid invoice reaches £1000 or and remains unpaid 56 days past its due date, whichever happens later, 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

 

  • Lost Property and Damage to Passengers Possessions
    • 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.
    • 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.
    • 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.
    • The company accepts no responsibility or liability for failure to contact a driver upon the report of an item being left in the vehicle.
    • 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.
    • 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.
    • 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.
    • The passenger must ensure that all items in their possession are kept in such a manner as they will not become damaged in anyway.
    • 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.

 

  • Tours
    • The Company operates several sets tours, plans custom tours and transfer tours.
    • Tours do not operate on Sunday’s, apart from a tour covering multiple days.
    • Unless advised otherwise set tours and custom tours will begin at 9:30am
    • Unless agreed in advance, no luggage may be carried on any tour. Should any passengers have more than 1 small backpack, the tour may be cancelled. Additionally, the client, customer, guest, and passenger agree that any bags any passenger may have may need to be kept on laps on by feet for the duration of the tour. The company accepts no liability for any discomfort, reduced enjoyment or a poorer experience as a result of any passengers having any luggage with out prior agreement.
    • Unless advised otherwise set and custom tours will start and finish at the same location, which must be within Cardiff.
    • Apart from The Cardiff City Tour, it is the client’s responsibility to set the start / finish location. All Cardiff City tours begin and end outside National Museum of Wales, Gorsedd Gardens, Cardiff.
    • In the event the customer and or guest arrives at the meeting location for a Cardiff City Tour later than the booked start time, the customer agrees the tour may be truncated to ensure the tour finishes no later than 2 hours after the booked start time. If the customer has not arrived at the meeting location 15 minutes after the booked time, the tour will be cancelled, and no refunds will be given. Subject to availability the customer may re-book a new tour on a new day, at additional cost if they wish.
    • In the event the customer and or guest arrives at the meeting location for all other set and custom tours later than the booked start time, the customer agrees the tour may be truncated to ensure the tour finishes around the planned time. If the customer has not arrived at the meeting location 30 minutes after the booked time, the tour will be cancelled, and no refunds will be given. Subject to availability the customer may re-book a new tour on a new day, at additional cost if they wish.
    • The company allows the customer to request a custom tour based on their desired interests, or places they wish to see. The company will then out together an itinerary and route based on the customers specifications. The company will then provide the customer with an itinerary including start times, duration, and finish times along with a fee for the customers approval. Any quote will be valid for 7 days.
    • All tours are driven sightseeing tours. Whilst a tour may be planned to stop at one or more attraction or landmark that may have an entry fee, 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.
    • Where a tour is planned to stop at an attraction, landmark or location, a certain amount of time will be planned to be spent at that location, which will be advised in advance. Customers and or guest are welcome to spend as much or as little time as they wish at any given location, however if more time is spent at any given location than has been planned for, the remainder of the tour may be amended to maintain the planned finish time.
    • Except for delays due to unforeseen traffic congestion, or any circumstances beyond either the company or the customers and or guests’ control, all tours will end at the time advised by the company when the tour is booked. Should the customer be in an attraction or at a 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.
    • 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.
    • 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. The driver may allow any food to be consumed in the vehicle at their own discretion.
    • 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 started but is terminated early due to worsening weather conditions no refund will be given if the tour has lasted for more than half of the advised time of the tour. 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. The actual length of the tour will be decided by the time the customer is returned to the start point, and not the time the decision is made to end the tour early.

 

  • Guest Phone
    • Where a client has booked a tour for more than one day, and the customer and or guest, does not have a mobile phone number, the company may provide the customer and or guest with a PAYG mobile phone for an additional fee.
    • The phone must only be used to contact the driver, and or be contacted by the driver.
    • The company agrees to ensure the phone has topped up with sufficient credit for the duration of the tour, prior to use by the customer and or guest. Should credit be used and require topping up, this will be the responsibility of the customer and or guest to do.
    • It will be the customer and or guests’ responsibility to ensure the phone always has sufficient battery life when they are away from the driver.
    • The client, customer and guest agree that Personal Class Travel can track the phone and so can see where the customer and or guest are always when they have the phone with them.
    • The phone will always remain the property of Personal Class Travel Ltd,
    • In the event the customer and or guest damages of loses the found, the client agrees to pay up to £500 for a replacement phone.

 

  • Driver Hire
    • Driver hire allows a client to book a professional driver for ¼ day, which is up to 3 hours. ½ day, which is up to 6 hours, or a Full Day which is up to 10 hours, known as hire time.
    • Driver Hire is not available on Sundays, unless the hire is for a point-to-point return booking, where the other journey is on a separate day.
    • A ¼ day hire has a mileage allowance of 150 miles. A ½ day hire has a mileage allowance of 300 miles, and a full day hire has a mileage allowance of 500 miles.
    • All hires must begin and end in Cardiff.
    • All driver hire bookings are “As Directed”, which means it is up to the client, guest, customer or passengers to direct the driver where they wish to go
    • Driver Hire may be used for a point-to-point journey that begins and or ends outside of Cardiff. For such a point-to-point journey the hire time must include the time it takes the driver to travel between Cardiff and the meeting location and Cardiff and the destination.
    • Where the meeting point is outside of Cardiff, the hire time shall be deemed to start at the time the driver leaves Cardiff to arrive at the meeting location at the booked time. Where the destination is outside of Cardiff, the hire will only end when the driver returns to Cardiff.
    • Should the client wish to hire a driver for more than 10 hours, additional hours can be pre-booked. Likewise, if a client wishes to hire a driver in the knowledge, then the mileage allowance will be exceeded, blocks of 50 additional miles can be pre-booked.
    • If either the hire time, or mileage allowance, including any pre-booked extra hours or miles, is exceeded, the driver may request additional payment at the end of the hire at the discretion. If the booking is on account, any excess hours or miles will be added the client’s invoice.

 

  • Miscellaneous Items
    • All drivers provided by the company to the customer and or guest 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.
    • All vehicles provided by the company are operated, maintained, licenced, and insured by the drivers. The company does not own any vehicles.
    • 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.
    • 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.
    • If 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, Norman House Norman Trading Est, Norman Road, Cardiff, CF14 1ER, 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 received. 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.
    • If 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.
    • The company’s rates are advertised on the company website, and the company reserves the right to amend the prices at any time without warning. 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 company will take payment directly from the client and pay the driver directly for the journey. The driver should not request payment at the end of the booking, and the passenger should not make any payments to the driver at the end of the booking, other than where a tour finishes significantly later than planned, or the hours or mileage of a driver hire are exceeded. 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 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.
    • The company reserves the right to add a surcharge for Driver Hire Bookings beginning at certain times, in form of a set additional amount.
    • The company may ask the client 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.
    • When the customer and or guest is given a driver’s phone number to allow communication between the customer and or guest and the driver prior to a booking. the customer or guest must not save the number to their mobile phone or in any other way unless permission is given to them by the driver. The customer or guest 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 customer or guest by the driver.
    • Drivers are not permitted by law to accept bookings from the passenger, customer, guest or client. All bookings must be made through the company alone. The company does not allow any bookings to be placed via a driver, and as such any requests by the client, guest, customer, or passenger to the driver for a booking will not be honoured. Should any booking be made with a driver, then the booking would not be legal, the driver would be breaking the law, and the driver would not be insured. The company does not accept any responsibility or liability for any booking placed with a driver.
    • The customer and or guest agree that their mobile phone number may be shared with the driver for the purpose of allowing the driver to contact the customer and or guest in relation to the booking. Drivers are instructed not to store or save any phone numbers without express consent given by the person whose number it is. 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 any person for any reason, should the driver not adhere to these instructions. Should the driver attempt to contact any person for any reason aside from in relation to the booked journey that person 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.
    • The customer and or guest agree that by providing a mobile phone number to the company, the company may send them marketing messages via SMS. It is possible to opt out of these marketing messages at any time by following instructions contained in a marketing SMS.
    • In the event a refund of any kind is paid from the company to the client for any reason, this will be refunded to the credit or debit card used to pay for a booking or the deposit. There is a minimum payment of £25.00 for all refunds, and no refunds shall be given lower than this value. If a refund is due below the value of £25.00, the company shall instead provide credit to the client 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.
    • The company reserves the right to amend these terms and conditions at any time without warning or notice. All bookings 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 – 15th September 2023

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

Come into effect on – 18th September 2023

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