Terms & Conditions
Bookings
Passengers must provide an active and correct email address whilst booking a journey. All booking correspondence will be sent to the passenger by email.
Online bookings are subject to availability. An email will be sent to your corresponding email address after booking.
Acknowledgement of your online booking together with the verification that your transaction is being processed.
Confirmation of your online booking. If this is not received within 6 Hours, or you require immediate confirmation, please contact our passenger service.
Phone bookings are recorded to ensure the accuracy of the collected booking information. Passengers will be held liable for any wrong information provided.
Choosing a vehicle
- Passengers are responsible for choosing the specific vehicle that can cater for their needs based on the given guidelines on the website.
- Failure to provide the correct number of passengers and luggage or booking an incorrect vehicle size means the driver has the right to refuse to accept the passengers and to collect the quoted fare (full amount).
- If the desired vehicle is unavailable, a larger vehicle will be provided at no extra cost to the passenger.
- We currently do not offer vehicles that have wheelchair accessibility, regardless of size. However, foldable wheelchairs, walkers and dismantle scooters are acceptably considered as an additional charge.
Changing of Booking Information
Passengers are responsible for informing us at least 24 hours before the confirmed time if there will be a change to their booking information.
Payments
We accept card payments either through the telephone or through payment links and direct bank transfer. We do not register or save your payment details and therefore cannot charge additional charges if or when required, for any additional payments owed to us, we will send a payment link either to your phone or email. Or you can also use the same payment of method that you have used for making the booking. We also accept cash bookings, however if the amount exceeds £50 then minimum £50 payment will be required via telephone, bank transfer, or payment link for booking confirmation.
Pick Up Guidelines
Airport pickups:The driver will meet the passenger holding a name board for easy recognition. Our Airport meeting points will be directed over the phone or email, depending on which terminal or airport you are arriving.
Passengers must provide the following information during booking:
- FLIGHT TIME: Scheduled landing time
- PICK UP TIME: The desired time you want your driver to meet you. This can be different from your FLIGHT LANDING TIME, We recommend considering adding the extra time from your flight landing time to your pickup time:
It is the responsibility of the passenger to select the correct pick-up time when booking.
Flight Delays: The driver will track your flight for delays or early landings. Your transfer booking fee also included 60 minutes free complimentary waiting time, for delayed flights, the passenger’s requested pick up time will automatically be adjusted to the actual flight landing time.
Booking Cancellation & Refunds
We will accept any cancellation as long as 24 hours notice is provided free of charge. All cancellations requests must be made via our email info@executivetravelhub.co.uk to which you will receive a cancellation confirmation by us. If you do not receive a cancellation email from us within 1 hour, then we have not received your cancellation request. In this case, please call us on 07447050004. Failure to provide the correct booking information, such as the incorrect transfer date or the wrong flight number, is considered non-refundable.
Passengers leaving the designated pickup point without informing the company is considered non-refundable.
We will NOT issue any refund If:
The passenger does not show up for pre-paid journeys
Cancellation requests less than 24 hours before journey time
Changing of Booking Details
We will accept any booking changes as long as 24 hours notice is provided free of charge. All booking change requests must be made via our email info@executivetravelhub.co.uk to which you will receive a booking change confirmation by us. If you do not receive confirmation email from us within 1 hour, then we have not received your change request. In this case, please call us on 07447050004. For any changes less than 24 hours of booking will be subject to an additional charge
If the booking confirmation is not received by the passenger due to technical fault and the driver was dispatched, it will be considered as a “NO SHOW” and the passenger will be asked to pay the full amount of the quoted price.
Routes
The driver will plan the route taking into consideration the traffic, time, road closures, diversions and other contributing factors at the time of pickup.
If the driver cannot access a location due to restrictions such as bus lanes, road closures, pedestrian-only roads as an example, then the passenger will be dropped off at the closest possible location.
If a pickup location has restrictions, the passenger must notify the company so that an appropriate pickup point can be assigned. If this is not communicated in advance, then you will be advised on the day of the journey of the best possible location for collection.
Liabilities
The company cannot be held liable for any financial losses, missed flights, trains, ship or meetings because the vehicle did not arrive for pickup or reach the drop-off on time due to adverse weather, vehicle breakdown, traffic conditions, road traffic accidents, road closures, restricted access areas and event destruction. In cases like these, the company will inform the passenger of the possibility of delay, and it is now the passenger’s responsibility to decide to wait for the driver and continue with the journey.
The phone number provided at the time of booking must be active for communication between Operating Center/Driver with the passenger, if the phone is unavailable or incorrect or passenger does not answer then the company has no liability.
Passengers will be held liable for any wrong booking information.
Fouling or Vomiting
Passengers will be charged a minimum amount of £99 depending on the severity and be liable for any loss of earnings with follow-on jobs.
Travelling with Pets
- Passengers must inform the company at the time of booking if travelling with any pets. Pets must be kept in a secure cage that has a secured litter tray to avoid any stains or damages to the car surfaces and interior.
- For any damages caused by pets including fouling or staining of the vehicle, the passenger will be charged a minimum amount of £99 depending on the severity and be liable for any loss of earnings with follow-on jobs. Any Severe damages such as scratches to the vehicle interiors will be assessed based on the damage caused.
- It is the owner’s responsibility to get their pets in and out of the vehicle. They must ensure that all pets are supervised and behave appropriately throughout the journey. If the pet is found to be threatening or aggressive, the driver has the right to refuse to complete the journey and the passenger will be asked to pay the full amount of the quoted price. Non-solicitation of Personnel
- Passengers are NOT permitted to make a booking through the driver. The company is not responsible for any liability regarding the transfer, and the driver’s private hire and reward insurance will not cover any claims. Others, Our all vehicles are non-smoking. The driver has the right to refuse to pick up any passenger who behaves in a disorderly,
- threatening, or abusive Racist or Sexist manner. In such a scenario, the passenger will be required to pay the full amount of the quoted price.
- Food and drinks are not permitted to be consumed in the vehicle without the driver’s agreement. If the passenger wishes to have a small snack or drink in the vehicle, the passenger must speak with the driver and ask for approval beforehand. Consumables with strong odor are forbidden. It is the passenger’s responsibility to keep the vehicle clean during the journey.
- Passengers will be charged an additional £50 for spills, dropped crumbs, litter and stains. Other damages which are more severe will be assessed and charged accordingly
- Drivers are permitted to stop every 2.5 hours for 15 minutes at a service point for refreshment and to refuel the vehicles during long journeys.
- Passengers must carry, load, and unload their luggage to and from the vehicle. Drivers may help you as a goodwill gesture on request, but they are not required to do so. Drivers are unable to leave the vehicle unattended. Passengers must bring their luggage to the vehicle as the driver cannot collect luggage from a doorstep, inside a home or a hotel reception.
- Passengers must ensure that their belongings are not left behind or lost at the time of loading, unloading or on route to the vehicle. The company or driver will not accept any liability for loss or damages to belonging during this process.
- Passengers must be able to get into and out of the vehicle unaided. Drivers may assist a passenger on request as a gesture of goodwill, but they are not obliged to. Neither the company nor the driver will accept any liability for injuries and damages caused during this process.
- Passengers must ensure that no belongings are left in the vehicle upon exit. In the event of any passenger property being left in the vehicle, the company will assist in its return. The company do not accept any liability for damages caused to belongings during re-delivery of lost items.
- Gratuity can be paid to the driver in cash based on the quality of service provided by the driver or paid in advance by credit or debit card at the time of booking this will be paid on to your driver,
Complaints
We take any complaint very seriously, any complaint regarding service should be raised in writing with our office, preferably via email. All complaints must be submitted within 30 days of the event giving rise to the complaint
