Terms and Conditions

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Terms and Conditions

Definitions and General Statements

The service provider is Ride and Riders.
The customer is the person who accepts any offer of service from the service provider.
The passenger is the person travelling or, in the case of a group of people, the lead person named on the booking form.
The service is the transportation service that the service provider and the customer agree.
Our online booking form is the document which outlines details of the booking and comprises part of the email or paper acknowledgement sent to the customer confirming the service if requested.
The booking confirmation is the email or paper copy sent to confirm the booking.
The booking is the request for transportation from the customer.
It should be noted that this document outlines the conditions relevant to both local transfers, airport transfers, and executive transfers.
Our staff are trained on the contents of these terms and conditions. Drivers are issued with comprehensive operations and procedures manuals that incorporate references to most of these specific terms and conditions. Interpretations and decisions on force majeure or consequential losses are dealt with by senior management.

Pricing Structure

Prices for the service are published using several communication processes. The service provider works strictly to price matrices, with master copies available on request.
Prices are subject to change without notice except where a pricing structure has been agreed between the service provider and account customers.
Any changes to the original booked service may result in a price alteration to reflect additional costs.
For long-distance travel outside the service provider's operational area, customers should contact us for a quotation. Initial estimates should not be interpreted as fixed prices until confirmed in writing.
Estimated prices from the website are subject to amendment and will not be treated as quotations until confirmed in writing.
Special rates apply on public and bank holidays, and customers must contact the service provider for applicable details.
Special price promotions are supplemented with specific terms and conditions, which take precedence if a conflict arises. Customers are responsible for requesting clarification before booking.

Booking Methods and Confirmation

Airport transfer requests can be made via telephone, email, fax, or the website enquiry form.
At booking, customers must provide all required information and discuss special requirements with the service provider.
For telephone bookings, operators will repeat details for confirmation. Customers must report inaccuracies, especially regarding the day and time of flight arrivals.
Booking confirmation is sent via email, and customers must contact the service provider if not received within 24 hours. Hard copies can be requested at booking.
Customers must check booking confirmation details and report errors. The service provider is not responsible for unchecked inaccuracies.
The service provider is not liable for customer-provided errors. Telephone conversations may be recorded to verify contractual terms in disputes.
The service provider can cancel booking requests prior to confirmation.
Confirmation of booking implies acceptance of the published terms and conditions.

Booking Fees and Methods of Payment

Payment can be made using all major credit and debit cards. Credit card transactions will incur a 5% additional fee to the agreed price.
Payment by cheque is acceptable provided that the amount owing has been cleared into the service provider’s account prior to the date of travel.
Corporate account holders are permitted to have invoiced account facilities made available to them. Unless otherwise negotiated and approved by the service provider, payment terms for corporate account customers are thirty day’s net monthly.

Cancellations, Amendments, Postponements, and Pre-Paid Work

A journey is classed as a single trip to or from a destination.
Cancellation can be advised either by email, fax, telephone, or in person. The time and date will be recorded for the purpose of applying cancellation charges if appropriate.
The customer may amend any details provided on the booking form or on the booking confirmation. A change in details could incur an alteration to the agreed cost that will be advised by the service provider prior to the changes being finalized. If the service provider is unable to meet the change requirements, it could result in the service being cancelled.
The service provider commits to being reasonable at all times but excessive or unreasonable amounts of booking amendments may incur administration fees.

Waiting Time and a No Show

Waiting time is charged at a standard rate of £0.33 per minute (£20.00 per hour) for a car.
Waiting time is also charged at a standard rate of £0.33 per minute (£20.00 per hour) for vehicles licensed to carry over four passengers.
Waiting time for airport collections is applied from 60 minutes after the plane has landed for customers with hold luggage and 30 minutes after the plane has landed for customers with hand luggage.
During this time, every effort will be made by the service provider to locate the customer, and the company encourages communication between the driver and passenger. This will help to facilitate a smooth meeting at the arrivals hall.
The driver will be authorized to leave the airport after every reasonable effort has been made to locate the customer, and cancellation charges may then be applied.
If the customer is unable to find the driver upon exiting the arrivals hall or seaport, they should in the first instance make telephone contact with us. The driver will then be contacted to resolve the issue. The service provider will not pay or incur any costs if the passenger fails to follow this procedure. Unless authorized by the service provider, any additional costs incurred by the customer will be their responsibility.

During the Journey

The service provider reserves the right to refuse to carry any person who is thought to be under the influence of alcohol or drugs or whose behaviour is considered to pose a threat to the safety of the other passengers or themselves. If the driver believes also that the passenger’s actions could cause damage to the vehicle, they can also refuse to carry the passengers.
The lead customer on the booking form will be responsible for the behaviour of all passengers in the car.
In the unlikely event that the vehicle is soiled by any passenger during the journey, the customer will be invoiced up to £75.00 to cover cleaning costs. The customer will also be liable for any loss of earnings incurred by the driver for the period of time that the vehicle was not fit for use by other customers. We encourage our drivers to be reasonable with our customers when determining the invoice value for soiling charges.
Eating and drinking in the vehicle is not permitted.
Drivers and passengers are not permitted to smoke in a licensed vehicle at any time. This is a strict legal requirement.
The driver is not allowed to carry more passengers than the legal number stated on the vehicle license plate and will refuse any requests by the passengers to do so.

Force Majeure

Neither party shall be deemed in breach of the contract or liable to the other for delay or failure to perform its obligations under the contract if the delay or failure results from force majeure.
If a party is affected by force majeure then neither party will be entitled to any payment from the other for any costs or expenses incurred as a result.
The service provider will make every effort to provide a service with minimum inconvenience. However, circumstances beyond the control of the service provider may prevent execution of the service. Examples of such circumstances include but are not limited to:
- Motor accidents causing traffic delays
- Restricted vehicular access and road works
- Exceptional or severe weather conditions
- Complying with legal requests
- Ash clouds or any other natural occurrence
- Industrial action
- Vandalism or terrorism
- Delays caused by other customers
- Extraordinary changes to flight status
The service provider will use every reasonable means to ensure that the vehicle(s) arrive at the appointed times stated on the booking form. The service provider, as stated, will not incur any liability or consequential losses whatsoever in the event of any delay due to causes beyond its control.

Dispute

These terms and conditions shall be construed in accordance with English law. The customer and the service provider agree to submit to the exclusive jurisdiction of the English courts in respect of any dispute or claim arising out of or in connection with this agreement.
No condition in this agreement will affect the customer’s or the service provider’s statutory rights.
The service provider has a complaints procedure compliant with ISO 9001. It is in the interest of both parties to exhaust this procedure to a satisfactory conclusion if a dispute arises.

Conveyance of Children

UK law states that taxis are exempt from legislation relating to children traveling in a baby seat, child seat, or booster seat. However, it is at the discretion of the parent/guardian whether they are used. The service provider cannot be held responsible for any injury or loss should child seats or booster seats not be used.
It is the responsibility of the customer to provide the correct equipment for their child’s travel.
The service provider will securely store the customer’s equipment in the office for use on return airport journeys.
Strict codes of conduct and guidelines issued by Transport for London apply when transporting children or vulnerable adults. Customers can request a copy of these guidelines from the management team. Note that these guidelines are not published on the website.

Lost Property

Any property found in a vehicle will be passed to the local police station by the end of the driver’s shift.
If the customer claims to have left property in a vehicle but the service provider is unable to locate it, the service provider accepts no responsibility for the missing property or its replacement.

Miscellaneous

The service provider does not subcontract work to other service providers or third parties except in extreme circumstances.
Terms and conditions may change or be amended at any time by posting updates online. Customers should review the terms regularly. Existing bookings will remain at the rate applicable at the time of booking.
The service provider stores, processes, and uses personal details in accordance with the Data Protection Act 1998.

Responsibilities and Liabilities (Applicable to all divisions of Ride and Riders)

The service provider's contract of conveyance with the customer and the passengers commences at the point the passengers enter the vehicle and all the doors are in a closed position.
The contract of conveyance terminates at the point all of the passengers have vacated and physically moved away from the vehicle.
Whilst the contract of conveyance is valid, passengers are covered by the vehicle's motor insurance policy.
Passengers who request assistance from the driver either to enter the vehicle or to vacate the vehicle do so at their own risk and should be aware that the driver will have no public liability insurance. This is not a legal requirement for private hire drivers.
It is the driver's responsibility to ensure that the driver’s actions are not putting the passenger at risk of injury outside the service provider’s responsibility of conveyance.
The service provider accepts no responsibility for any damage caused to a passenger’s personal property either when loading or unloading items from the vehicle or during any stage of the journey. All property is conveyed at the passenger's own risk and is not covered by any of the service provider’s insurance policies. It is the passenger’s responsibility to ensure that their property is packed, stored, and transported to avoid the goods sustaining any damage.
It is the passenger’s responsibility to refuse any assistance from the driver if they believe that there is a risk to either themselves or their property.
If a passenger does not refuse the assistance being offered by the driver, then the driver is not liable or responsible in any way for any personal injury claims or damage to their property.
The service provider at all times has to comply with the data protection act 1998. If a dispute arises between a customer, passenger or third party and a driver, it is the responsibility of the customer, passenger or third party to obtain personal contact details directly from the driver. The service provider will only assist with vehicle identification and details if they believe it is a claim that will be related to the vehicle insurance policy. The service provider will not become involved in driver identification if they believe the contract of conveyance has terminated. See sections 13.1 and 13.2 for the definition of the contract of conveyance.
Drivers are not legally permitted to enter a customer’s personal dwelling even when they are assisting and will refuse requests to do so. They are required by us to assist with luggage shopping and other personal items. They are permitted to take the items to either the front or back door of a customer’s dwelling.
These terms and conditions are published on the company website or they are available on request in hard copy form.
We cannot be held responsible for any loss financial, professional, missed connection times, flights, trains due to the phv or hv not arriving at the pick-up points at the booked time due to unforseen circumstances, including adverse weather, traffic conditions, road traffic accidents or road closures or being given the wrong booking information. while we aim to arrive as close to requested times, peak travel times may vary.

Smoking, drinking or consumption of food is not permitted in any vehicle.
Some journeys may require a deposit or upfront payment, if this is unsuccessful, we have the right to cancel the journey.
Any abuse to drivers or unacceptable behaviour or if a driver feels at risk the driver has the right to ask the passengers to leave the vehicle. Any damage or soiling to a vehicle, the driver may charge to cover costs incurred. A standard journey is from one address to another, any additional pick-ups and drop offs will be charged for. All toll charges and london congestion charges are charged separately unless stated. We have the right to cancel any booking at any time. We do not accept any responsibility for lateness or missing of flights, appointments, etc for whatever reason. Ie: traffic delays, accidents, severe weather conditions, breakdown or any other unforeseen circumstances. Waiting time will be charged when requested to wait over and above any appointed booking time by the passenger. The charge £20 p/h paid in 15 min increments. It is the passenger’s responsibility to ensure that you have taken all your personal belongings from the vehicle. If a driver has to make another journey to return these belongings this will be charged for at full price. All journeys are pre-mapped in advance, if you have a particular route in mind which you want the driver to use, please tell the driver before the start of the journey. Any additional charges for car parking, waiting, etc will be charged on top of the journey price quoted. We surcharge fares on christmas eve, christmas day, boxing day, new year eve and new years day. Please refer to our website at https://www.rideandriders.co.uk/ for details terms & conditions