London Heathrow Transfers Terms and Conditions

As a licensed Private Hire Vehicle (PHV) operator compliant with the Private Hire Vehicles (London) Act 1998, we adhere to the regulations set by Transport For London (TFL). When you book a private hire vehicle with London Heathrow Transfers, you are agreeing not only to the terms and conditions detailed below but also to the terms required by TFL, which you can review here.

Contact Us:

• Website: www.londonheathrowtransfers.co.uk
• Email: imad@londonheathrowtransfers.co.uk
• Phone: +44 079 006 006 72 / 020 4529 3548

Operating Hours:

• Our office and telephone line are open from 8AM until 9PM Monday to Saturday and 6AM until 6PM on Sunday.

Booking:

Booking can be made via email (preferred) or telephone, to which you will receive a confirmation as soon as possible. If for any reason you require a last-minute change to an existing booking, please call Imad on the number provided.

Fleet:

We provide executive/prestige vehicles. Our fleet includes Mercedes Benz S-Class, Mercedes Benz E-Class, Mercedes Benz V Class (6-8 person), and Standard cars from different make and models. If you require a specific vehicle type, please specify your preference when booking. We will make every effort to meet this; unfortunately, we are unable to always provide the preferred choice of vehicle (subject to availability).

Airport Pick-up:

For airport pick-up, our drivers will wait for the passengers in the arrival hall holding up their name. If for some reason they cannot find the driver, please call Imad directly.

Pricing:

• Our prices are the same for peak and off-peak hours.
• For quotes on more specific journeys, please contact Imad, and we will amend the pricing accordingly.
• Please note we have a minimum journey charge of £55.00.
• There is a cancellation charge of £45.00 for bookings cancelled less than 12 hours’ notice. In the event of a no-show, there will be a full charge.
• After 1 hour waiting time for airport pick-ups, there is an additional £25 charge per hour plus the extra standard airport parking charges.
• After 30 minutes waiting time for home/specific address pick-ups, there is an additional £25 charge per hour from the agreed time.
• Congestion charge is included in the set fare prices.

Children:

According to UK law, all children traveling in vehicles must utilise the appropriate child restraint until they reach a height of 135cm or attain the age of 12, whichever comes first. If a child seat or booster seat is necessary, it must be requested during the booking process. Failure to secure a child correctly may result in the chauffeur refusing to carry them, with a potential cancellation fee. The responsibility for the child’s safety lies with the parent or passenger at all times.

Liability:

London Heathrow Transfers is not liable for any delays caused by factors such as adverse weather, traffic conditions, road accidents, driver illness, acts of nature, road maintenance, industrial action, or compliance with police instructions. Similarly, the company is not responsible for delays resulting from the chauffeur’s actions or decisions made in the interest of safe and legal vehicle operation or due to passenger preferences regarding routes. The passenger assumes responsibility for any delays caused by their actions.

Route Selection:

The chauffeur has full discretion in selecting the route, prioritising comfort, safety, and estimated journey duration. While passengers may express route preferences before the journey begins, it’s important to note that opting for a preferred route may result in additional mileage or time charges beyond the initial quote. The chosen route may not always be the shortest but will be determined with the passenger’s comfort and safety in mind.

Luggage:

The number and size of any pieces of luggage required to be carried should be advised at the time the booking is made. The Chauffeur may refuse to carry any excess luggage which does not in the opinion of the Chauffeur fit safely in the rear luggage compartment or boot of the hired vehicle. Briefcases and handbags are permitted within the passenger compartment but passengers shall exercise care with regard to the interior fittings, veneered surfaces and leather seats and surfaces such that no damage is caused. Please refer to the Damages section below for further information.

Expenses and Parking Charges:

Expenses accrued during the journey will be passed on at cost, covering items such as Road Tolls, Bridge Tolls, and Parking fees. Our chauffeurs will make every effort to minimize parking expenses while fulfilling their duties effectively. However, please note that London’s roads are actively monitored by a network of digital CCTV cameras, mobile CCTV enforcement vehicles, and Civil Enforcement Officers. Vehicles found in violation of parking regulations may receive Penalty Charge Notices.

To avoid incurring Penalty Charges, our chauffeurs are unable to wait for extended periods outside any location in London beyond what is necessary for passenger drop-off or collection, unless parked in a paid parking area. Any Penalty Charges resulting from the chauffeur’s adherence to passenger instructions will be added to the booking charges.

Damages:

By agreeing to these terms, the Client agrees to indemnify London Heathrow Transfers for any damage or soiling inflicted upon the hired vehicle by themselves, their party members, or any other individuals during the hire period. It is understood that normal soiling to carpets or over-mats resulting from dirt or water on footwear is not considered damage or soiling under these terms.

The responsibility for opening and closing doors rests with the chauffeurs. However, should a passenger opt to open their own door, they accept liability for any resultant damage to the hired vehicle or to third parties affected. Responsibility must be promptly communicated to the chauffeur and any involved third parties at the time of the incident.

In the event that the hired vehicle requires valeting or repairs due to damage, a charge may be incurred for the downtime.

Lost Property:

London Heathrow Transfers keeps detailed records of any lost property discovered in our vehicles and takes reasonable measures to reunite lost items with their rightful owners. Passengers who suspect they have misplaced belongings in any vehicle provided by London Heathrow Transfers should promptly inform us. Our chauffeurs typically inspect the vehicle for lost property upon reaching the final destination of the booking and will promptly notify passengers if any items are found. If lost property remains unaccounted for after the final destination or subsequent searches, London Heathrow Transfers cannot be held liable for any resulting loss, distress, or inconvenience.

Non-Disclosure/Confidentiality Agreements:

If a non-disclosure or confidentiality agreement is necessary, please provide a copy to London Heathrow Transfers at the time of booking or with adequate time for review before the commencement of the booking. Chauffeurs should not be presented with documents to sign at the last moment unless sufficient time is given to carefully review the terms. Chauffeurs are not obligated to sign confidentiality agreements if they disagree with the terms.

Complaints:

In the event of dissatisfaction with our service, passengers are encouraged to submit written complaints to London Heathrow Transfers. We will investigate the matter and aim to provide a written response within 14 days of receiving the complaint. If the passenger remains dissatisfied, they may file a formal complaint with Transport for London (TfL), specifying the nature of the complaint, the date and time of the booking, the name of the operator (London Heathrow Transfers), and the name of the supplied chauffeur. Customers can contact TfL, as followed: by phone 0343 222 1234, online: www.tfl.gov.uk/contact, TextPhone: 0800 112 3456, post: TfL Customer Services, 9th Floor, 5 Endeavour Square, London, E20 1JN.

Entire Agreement:

By agreeing to these terms and conditions, the individual making the private hire booking acknowledges that they have not relied on any statements, representations, assurances, or warranties other than those expressly outlined in these terms and conditions.

The Law:

These terms and conditions are governed by the current laws of England and Wales and are subject to the jurisdiction of the courts of England and Wales.

Booking Terms and Conditions Revised in March 2024