Customer Terms & Conditions


Any collection or booking time we may give or agree with the customer is only an estimate and should not be relied upon.

Whilst we will endeavour to meet the customer’s requirements this may not always be possible due to circumstances beyond our control, such as but without limiting to, traffic, roadworks, motor accidents, weather conditions, and excess demand

We do not accept liability for any direct or consequential loss the customer may suffer as a result of failure to meet a booking time.


Prices for journeys within the city are metered, with the mileage and waiting time based on the prevailing Hackney Carriage tariffs.

Whilst an estimate of the expected fare can be provided when the customer makes the booking, this price cannot be guaranteed as the length of the actual journey will depend on prevailing road conditions at the time.

Surcharges apply for multi-seater vehicles, excessive luggage, journeys taken between 11p.m. and 7 a.m. and journeys on Christmas Day. The cost of these surcharges will be made clear at the time of booking.

Fares for journeys outside the city will be agreed at the time of booking.

Fixed fares are available for journeys to and from airports. Flight arrival times are checked prior to the taxi being dispatched for airport pickups, however, if the passenger takes longer than half an hour to emerge from arrivals the driver will charge additional waiting time, currently £20 per hour or part thereof plus any additional parking charges.

Deliveries or removals are transported entirely at the customers risk and neither we nor the taxi drivers accept any liability for loss or damage.

Drivers will not transport items which are radioactive, toxic, inflammable noxious or otherwise of an inherently dangerous nature.


Customers may pay by the driver by cash or credit/debit card.

Customers travelling to destinations outside the city are required to pay the agreed fare upfront to the driver.

Pre-payment is required for journeys collecting from outside the city.

In the event of the passenger not being at the agreed pick up point at the agreed time the customer will be liable for an additional charge for waiting time and parking charges where applicable. The customer will pay these additional costs directly to the taxi driver at point of pick up.

The company acts as agents for the taxi drivers, so the fare is due to them in its entirety, as such there is no VAT on the fares charged as none of the taxi operators are registered for VAT.


A customer may cancel a booking within the city up to 5 minutes before the agreed pick up time. For out of city or airport bookings a customer must cancel within 3 hours of the agreed pick up time.


Where we have taken advance payment for a booking and the customer cancels within the time limit specified in these terms and conditions we will make a full refund.

For cancellations outside the limit specified within these terms and conditions an application for a refund must be made in writing and any refund will be made entirely at our discretion.


Customers must inform us at the time of booking if they wish to transport domestic animals. Dogs must be on a lead or harness and other animals contained in a suitable carry box or cage.

It is a legal requirement to transport assistance dogs wearing a designated harness, however, in the interests of avoiding delay customers should inform us at the time of booking if they are using an assistance dog as a few taxi drivers suffer extreme allergies and are thus certified exempt from transporting assistance dogs.

Customers are not permitted to smoke, including e-cigarettes, or consume food or alcohol in the taxi.

Taxi drivers may refuse to transport a customer they believe to be intoxicated.

Customers who vomit or otherwise soil a taxi must pay a cleaning fee, currently £100.

Customers are responsible for their own possessions and luggage; we take no responsibility for any loss or damage caused by customers failing to remove their possessions at their destination. Taxi drivers are required to hand over any lost property to the local police station.


If a customer has a complaint regarding our staff or taxi drivers we ask that these be made in writing and emailed to [email protected]