1. IMPORTANT – WHEN IS A BOOKING ACTUALLY CONFIRMED?

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A quotation, enquiry or conversation with Tarporley Private Hire is NOT a confirmed booking. 

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A booking is only confirmed when:

 

1. Tarporley Private Hire has provided the relevant journey details and/or quotation;

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2. The customer has confirmed that they wish to proceed with the booking; and

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3. Tarporley Private Hire has then sent written confirmation accepting and confirming the booking.

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Written confirmation from Tarporley Private Hire may be sent by:

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• Email

• SMS/text message

• WhatsApp

• Another written electronic communication sent directly by Tarporley Private Hire

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Simply:

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• Asking for a price

• Receiving a quotation

• Discussing a journey with us

• Speaking to us on the telephone

• Sending us flight details

• Sending us journey details

• Telling us that you would like the journey

• Sending us a message saying that you wish to book

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Does NOT, by itself, mean that the booking has been accepted or confirmed. NO CONFIRMATION FROM US = NO CONFIRMED BOOKING.

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If Tarporley Private Hire has not sent you written confirmation accepting your booking, please do not assume that the journey is booked. If you are unsure, contact us and check.

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2. CHECKING YOUR CONFIRMATION

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When you receive your booking confirmation, please check all information carefully, including:

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• Date

• Collection time

• Collection address

• Destination

• Passenger numbers

• Flight number and date, where applicable

• Airport and terminal, where applicable

• Return journey details

• Any special requirements

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It is the customer's responsibility to tell us promptly if any information is incorrect.

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We will arrange the journey using the information confirmed on the booking. Tarporley Private Hire cannot accept responsibility for disruption caused by incorrect or incomplete information supplied by the customer where we have reasonably relied upon that information.

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3. PRICES AND QUOTATIONS

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Prices are based upon the journey information provided at the time of quotation.  If the requirements subsequently change, the price may also change.

 

This includes, for example:

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• Additional collection or drop-off points

• Significant route changes

• Additional waiting time

• Additional passengers

• Changes of airport

• Additional journeys or stops

• Other requirements not included in the original booking

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Any change in price will be explained wherever reasonably possible before the additional service is provided. Airport charges, parking, tolls and other third-party charges will be included or charged separately as stated when the journey is booked.

 

 

4. PAYMENT

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Payment can normally be made by cash or card.

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Unless otherwise agreed, payment is normally due at the end of the journey. In some locations mobile/data reception may be unreliable. Where we reasonably expect this to affect card payment, we may request payment before the journey or before entering an area with poor connectivity.

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For certain long-distance, high-value, specialist or multiple-vehicle bookings, including journeys such as Heathrow or Dover transfers, Tarporley Private Hire may require a deposit or advance payment. Where a deposit or advance payment is required, the amount and applicable conditions will be explained before the booking is confirmed.

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5. CANCELLATIONS

We understand that plans sometimes change. Please give us as much notice as possible.

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Our standard cancellation policy is:

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• More than 24 hours before the scheduled collection time – no cancellation charge

• Between 12 and 24 hours before collection – up to 50% of the booked fare

• Less than 12 hours before collection – up to 100% of the booked fare

• No-show – up to 100% of the booked fare

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Cancellation charges are intended to reflect the loss caused by reserving the driver and vehicle and potentially turning away other work. Where we are able to substantially reduce our loss, including by obtaining replacement work, this will be taken into account where required by applicable consumer law.

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For multiple-vehicle bookings, cancellation charges may apply to each vehicle reserved. Any special cancellation arrangements applying to unusually large, long-distance or specialist bookings will be explained before the booking is confirmed.

 

 

6. CHANGES TO A BOOKING

Please contact us as soon as possible if you need to change your booking. We will always try to accommodate reasonable changes, but changes are subject to driver and vehicle availability and cannot be guaranteed. A requested change has not been accepted until Tarporley Private Hire confirms that change. Substantial changes may result in a revised fare.

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7. NORMAL COLLECTIONS, WAITING TIME AND NO-SHOWS

Passengers should be ready to travel at the confirmed collection time.

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For normal non-airport collections:

The first 5 minutes after the confirmed collection time are free of waiting charges.

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After 5 minutes, waiting time may be charged at: 50p per minute

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If the passenger has not appeared, we will make reasonable attempts to contact them using the contact information supplied.

If we have received no response and the passenger has not appeared after 10 minutes, we reserve the right to leave and treat the booking as a no-show.

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Where our schedule permits, we may choose to wait longer, but we cannot guarantee that we will be able to do so.

We will not allow one passenger's delay to unreasonably jeopardise subsequent confirmed bookings.

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8. AIRPORT COLLECTIONS

Airport collections operate differently from normal collections because the time between an aircraft landing and passengers leaving the terminal is unpredictable.

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Tarporley Private Hire monitors the flight information available to us and plans the driver's arrival accordingly.

 

We will normally aim for the vehicle to arrive at the airport approximately 20 minutes after the recorded landing time, although this may be adjusted according to circumstances and the information available.

 

Passengers may take considerably longer to leave the terminal because of:

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• Immigration/passport control

• Baggage reclaim

• Airport congestion

• Mobility assistance

• Customs

• Baggage problems

• Other airport procedures

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For this reason, our normal 5-minute grace period does not begin simply because an aircraft has landed.

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We will manage airport collections reasonably according to the circumstances and remain in communication with the passenger wherever possible.

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9. AIRPORT WAITING AND ADDITIONAL CHARGES

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There is no fixed amount of airport waiting time included following an aircraft's arrival, because airport processing times can vary significantly.

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Where a passenger experiences an unusually long delay after landing, please keep us informed wherever possible. If significant additional airport parking or other third-party charges are incurred solely because of an extended passenger delay, we reserve the right to pass on the reasonable additional cost.

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We will always act reasonably and take account of circumstances outside the passenger's control.

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10. FLIGHT DETAILS

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Customers are responsible for supplying the correct flight information.

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This includes:

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• Flight number

• Date of arrival

• Arrival airport

• Terminal where known

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We monitor the flight information provided to us. If an incorrect flight number, date or airport has been supplied, we cannot be responsible for problems resulting from monitoring the wrong flight. Please check the flight information shown on your booking confirmation.

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11. FLIGHT DELAYS AND DIVERSIONS

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Flights can be delayed, cancelled or diverted for reasons completely outside the control of Tarporley Private Hire.

If your flight is diverted to another airport, do not automatically assume that your booked vehicle will travel to the diversion airport.

Please contact us, or ask somebody on the ground to contact us, as soon as reasonably possible.

 

We will assess:

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• Our existing confirmed workload

• Driver availability

• Vehicle availability

• Distance

• Timings

• The airline's intended arrangements

• Whether the aircraft is expected to continue to the original destination

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We will do our best to accommodate passengers affected by disruption, but collection from a diversion airport cannot be guaranteed.

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Where an alternative collection can be arranged, an additional fare may apply because of the change in distance, time and operating costs.

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If the aircraft is expected to refuel and subsequently continue to the originally booked airport, we may remain committed to that airport unless alternative arrangements are specifically agreed.

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12. AIRPORT DEPARTURES AND COLLECTION TIMES

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The customer is responsible for selecting their collection time and allowing sufficient time for their journey.

Tarporley Private Hire does not determine the customer's required collection time and does not accept responsibility for deciding how much time a passenger should allow before a flight.

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Where requested, we may provide general guidance based on typical journey times, known traffic conditions and our experience.

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Any such guidance is advisory only and does not constitute a guarantee of journey time or arrival time. The customer remains responsible for taking into account matters including:

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• Airline check-in and bag-drop deadlines

• Security and boarding times

• Recommended airport arrival times

• Traffic conditions

• Roadworks and road closures

• Accidents and other unforeseen delays

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The collection time shown on the booking confirmation is the time selected or agreed by the customer.

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Tarporley Private Hire will make every reasonable effort to collect passengers at the confirmed time and complete the journey without unnecessary delay. However, we cannot guarantee arrival at an airport by a particular time where circumstances outside our reasonable control affect the journey.

Any advice provided by Tarporley Private Hire regarding collection or travelling times is guidance only. The final decision and responsibility for selecting the collection time remains with the customer.

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13. EVENTS OUTSIDE OUR REASONABLE CONTROL

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Tarporley Private Hire will make every reasonable effort to provide confirmed journeys as booked. However, there may be occasions where a journey is delayed, disrupted, altered or cannot be completed because of circumstances outside our reasonable control.

These circumstances may include, but are not limited to:

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• Severe or exceptional traffic congestion

• Road traffic accidents

• Road closures or diversions

• Police or emergency-service incidents

• Severe or adverse weather

• Flooding, snow, ice or other hazardous road conditions

• Natural disasters

• Airport closures or major airport disruption

• Airline or air-traffic-control disruption

• Security incidents or terrorism

• Civil emergencies or public disorder

• Government restrictions or actions

• Strikes or industrial action affecting roads, airports, transport or essential services

• Major fuel or energy supply disruption

• Major telecommunications, mobile-network or payment-system failures

• Unexpected circumstances making a journey unsafe or unlawful

• Any other exceptional event outside the reasonable control of Tarporley Private Hire

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Where such an event occurs, Tarporley Private Hire will take reasonable steps to minimise the disruption and, where practicable, keep the customer informed.

Where we are unable to provide a confirmed journey, we will make reasonable efforts, where appropriate and legally permitted, to provide an alternative vehicle or driver or to seek assistance from another appropriately licensed private-hire operator. We cannot guarantee that an alternative vehicle, driver or operator will be available.

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Missed Flights, Connections, Appointments and Events

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Tarporley Private Hire cannot guarantee arrival at a destination by a particular time where a delay results from circumstances outside our reasonable control.

Subject to applicable law, Tarporley Private Hire will not be responsible for indirect or consequential losses arising solely from circumstances outside our reasonable control. This may include losses associated with:

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• Missed flights

• Missed trains or other transport connections

• Missed cruise or ferry departures

• Missed appointments

• Missed events or reservations

• Replacement flights or other travel arrangements

• Accommodation

• Tickets, bookings or other associated costs

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Customers are responsible for selecting their collection time and allowing sufficient contingency for time-sensitive journeys. Any guidance provided by Tarporley Private Hire regarding journey or collection times is advisory only and does not constitute a guarantee that the customer will arrive by a particular time.

Tarporley Private Hire will not be responsible for losses resulting solely from circumstances outside our reasonable control where we have taken the reasonable steps available to us.

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Nothing in this section excludes or limits any liability which cannot lawfully be excluded or limited, or affects the customer's statutory rights.

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14. VEHICLE BREAKDOWN OR DRIVER UNAVAILABILITY

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Vehicles are maintained to appropriate standards, but unexpected mechanical problems, illness or other unforeseen circumstances can occasionally occur.

If we become unable to undertake a confirmed journey, we will make reasonable efforts to:

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• Provide another suitable Tarporley Private Hire vehicle or driver; or

• Where appropriate and legally permitted, arrange the journey through another appropriately licensed private-hire operator.

We will always try our best to find a solution, but the availability of a replacement vehicle or another operator cannot be guaranteed.

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15. OTHER PRIVATE-HIRE OPERATORS

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Where operational circumstances require it, we may seek assistance from another appropriately licensed private-hire operator.

Any such arrangement will be made in accordance with applicable private-hire licensing requirements.

Where practicable, we will inform the customer of the alternative arrangements.

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16. LUGGAGE

Customers must tell us in advance about unusually large amounts of luggage or oversized items.

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The number of passengers a vehicle is licensed to carry does not necessarily mean that the vehicle can safely accommodate that number of passengers together with unlimited luggage. Please tell us if you are travelling with:

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• Large suitcases

• Unusually large quantities of luggage

• Pushchairs

• Wheelchairs or mobility equipment

• Golf clubs

• Large sporting equipment

• Other oversized items

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The driver must be able to carry passengers and luggage safely and legally.

Items which cannot safely be accommodated may be refused.

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17. CHILDREN AND CHILD SEATS

Customers travelling with children should tell us when making the booking.

Any specific requirement for a child seat or restraint should be discussed and agreed with Tarporley Private Hire beforehand.

Parents, guardians and responsible adults remain responsible for appropriately supervising children during the journey.

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18. SEAT BELTS

Seat belts must be worn as required by law.

Passengers are responsible for complying with their legal obligations regarding seat-belt use.

A driver may refuse to move the vehicle or may stop safely where passenger behaviour makes continuing the journey unsafe or unlawful.

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19. FOOD, DRINK AND ALCOHOL

Food, drinks and alcohol must not be consumed in our vehicles unless specifically agreed with Tarporley Private Hire or the driver.

This does not prevent passengers from consuming complimentary refreshments supplied by Tarporley Private Hire or anything that must reasonably be permitted for medical, disability or other lawful reasons. Please ask the driver if you are unsure.

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20. PETS AND ASSISTANCE DOGS

Pets are welcome by prior arrangement.

Please tell us about the animal when making the booking so that appropriate arrangements can be made.

Assistance dogs will be carried in accordance with applicable law.

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21. PASSENGER BEHAVIOUR

Passengers are expected to behave respectfully towards our drivers, vehicles and other passengers.

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A driver may refuse to commence or may terminate a journey where a passenger behaves in a manner that is:

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• Threatening

• Abusive

• Violent

• Dangerous

• Seriously disruptive

• Likely to damage or significantly soil the vehicle

• Likely to compromise the safety of the driver, passengers or other road users

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Where a journey is terminated because of serious passenger misconduct, any amount charged will be subject to applicable law and the circumstances of the incident. Smoking and vaping are not permitted in our vehicles.

 

 

22. SOILING AND CLEANING

Where a passenger causes significant soiling of a vehicle requiring additional or specialist cleaning, a soiling charge of up to £75 may be charged.

This may include, for example:

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• Vomit

• Bodily fluids

• Significant food or drink spillage

• Mud or contamination substantially beyond normal use

• Other significant soiling requiring additional cleaning

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The amount charged will reflect the nature of the soiling and cleaning reasonably required. Where serious soiling causes the vehicle to be taken out of service, Tarporley Private Hire may also seek to recover reasonable and demonstrable losses directly resulting from the vehicle being unavailable, where permitted by law.

 

 

23. DAMAGE TO VEHICLES

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Passengers are responsible for deliberate or negligent damage they cause to our vehicles. Where damage occurs, we may seek the reasonable cost of:

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• Repair

• Replacement

• Specialist cleaning

• Other necessary remedial work

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Where the damage causes the vehicle to be unavailable for work, reasonable and demonstrable losses directly resulting from that loss of use may also be sought where permitted by law. Normal wear and tear will not be charged to passengers.

 

 

24. UNSAFE ROADS AND COLLECTION POINTS

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The driver's decision regarding the safe operation of the vehicle is final. 

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A driver is not required to enter a road, driveway, property or other location where they reasonably believe doing so would be unsafe, unlawful or likely to damage the vehicle. This may include locations affected by:

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• Flooding

• Ice or snow

• Unsafe road surfaces

• Inadequate vehicle clearance

• Obstructions

• Unsafe access

• Other hazardous conditions

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Where possible, we will agree a safe alternative collection or drop-off point with the passenger.

 

 

25. LOST PROPERTY

Passengers are responsible for checking that they have collected their belongings when leaving the vehicle.

If property is found, we will handle it responsibly and make reasonable efforts to return it to its owner.

Tarporley Private Hire cannot accept responsibility for items left behind by passengers.

Reasonable postage, courier or delivery costs incurred in returning property may be charged.

 

 

26. CONTACT DETAILS

Customers must provide a working telephone number or other suitable means of contact.

This is particularly important for airport collections and long-distance journeys.

Please ensure that you or a nominated contact can be reached if circumstances change.

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27. PRIVACY

Personal information supplied in connection with a booking will be used for purposes connected with providing and administering our services and handled in accordance with applicable UK data-protection law. Where applicable, further information will be provided in our Privacy Policy.

 

 

28. COMPLAINTS

If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible. Please provide the date, booking details and a description of the issue so that we can investigate properly. We take genuine complaints seriously and will consider them fairly.

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29. YOUR LEGAL RIGHTS

Nothing in these Terms & Conditions is intended to remove or restrict any statutory rights available to consumers.

Nothing excludes or limits any liability which cannot lawfully be excluded or limited.

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If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

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These Terms & Conditions are governed by the laws of England and Wales, subject to any mandatory rights available to consumers.

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30. ACCEPTANCE OF THESE TERMS

These Terms & Conditions form part of a confirmed booking with Tarporley Private Hire.

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Customers should be given the opportunity to read them before the booking is concluded.

For the avoidance of doubt:

AN ENQUIRY IS NOT A BOOKING.

A QUOTATION IS NOT A BOOKING.

TELLING US YOU WANT TO BOOK IS NOT, BY ITSELF, A CONFIRMED BOOKING.

YOUR BOOKING IS ONLY CONFIRMED WHEN TARPORLEY PRIVATE HIRE SENDS YOU WRITTEN CONFIRMATION ACCEPTING IT.

If you have not received confirmation from us, please contact us before travelling.

 

Tarporley Private Hire

Licensed Private Hire Operator – Cheshire West and Chester

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Telephone: 07563 008485
Email: bookings@tarporleyprivatehire.com