Terms & Conditions, for your journey.

These Terms & Conditions govern quotations, bookings, passenger journeys, customer accounts, communications and related services provided by Heathrow Airport Transfers through Heathrow Airport Transfers.

Requesting a quotation does not itself create a booking. By completing a booking, opening or using an account, or using a service supplied under a confirmed booking, you accept the terms applicable to that service.

If you arrange a journey for another passenger, company or organisation, you confirm that you are authorised to provide the relevant booking information and to accept these terms on their behalf where applicable.

We may revise these Terms by publishing an updated version on the website. Unless we expressly tell you otherwise, the terms applying when a booking is confirmed will govern that booking.

Account means a customer or business account made available by us for use with our services.

Account Customer means a person or organisation authorised to use an account facility.

Booking means a journey or other service requested through a method accepted by us and subsequently accepted by us.

Charges means the amount payable for the booking, including any permitted waiting, parking, toll, amendment, cancellation, route variation, cleaning or other additional charge.

Collection Address means the agreed pickup location recorded against the booking.

Customer means the person or organisation making, paying for or otherwise responsible for the booking.

Driver means the licensed driver, chauffeur, subcontractor or transport partner allocated to perform the journey.

Passenger Vehicle means the vehicle allocated or substituted for the booked service.

Passenger means any person travelling under the booking.

Services means the passenger transport, airport transfer and related booking services offered and accepted by us from time to time.

Waiting Charge means an additional amount payable where waiting continues beyond the free waiting allowance applicable to the booking.

Every booking remains subject to availability and acceptance. We are not required to accept a booking simply because a quotation or vehicle option has been displayed.

A booking becomes confirmed when we accept it and provide confirmation through the website, email or another method used for the booking.

You must check that the information supplied for the journey is correct. This includes the date and time, pickup and destination, flight information, passenger contact details, number of passengers, luggage and any additional requirements.

If the circumstances presented to the driver differ materially from the confirmed booking, the vehicle may no longer be suitable. A larger vehicle or revised service may be required, additional charges may arise, or carriage may be refused where the journey cannot safely or lawfully be completed.

The payment methods available for a particular booking will be those displayed or expressly agreed when that booking is made. These may include card, cash or approved account arrangements where those options are offered.

For a card booking, an amount may be authorised before travel and captured in accordance with the booking and payment process. A payment authorisation is not necessarily the same as an immediate completed charge.

Cash payment is available only where the booking process or our team has expressly offered and accepted it for the journey.

Unless expressly stated otherwise, a price presented to the customer includes taxes that are required by law to be included in that quoted customer price.

A quotation is calculated using the information available when the quote is produced, including the route, vehicle, pickup time, passenger and luggage requirements and any stops or additional services selected.

Changing the booking may change its price. A revised amount may also become payable where extra waiting, parking, tolls, stops or a materially different route are required, or where the information originally supplied was incomplete or inaccurate.

The driver may use a reasonable route taking account of traffic, road conditions, restrictions and safety. If you request an additional stop or substantially different route, the journey price may be adjusted.

A quotation is not necessarily available indefinitely. Availability and prices may change if a quotation is not booked while it remains valid.

For a non-airport pickup, the booking normally includes 10 minutes of free waiting time from the agreed pickup time unless the confirmation states otherwise.

For an airport pickup, the booking normally includes 30 minutes of free waiting time from the applicable scheduled or adjusted pickup time. Parking incurred within that included airport waiting period is included unless the booking states otherwise.

When valid flight information has been provided, we may monitor the flight and take updated arrival information into account. You should contact us if the flight number changes, the flight is cancelled or diverted, or your travel arrangements change in another material way.

Once the applicable free waiting allowance has ended, additional waiting is charged at the rate applicable to the selected vehicle. Additional parking costs incurred after the included allowance may also be charged.

If the passenger does not attend the pickup and cannot be contacted after reasonable attempts, the booking may be treated as a no-show once the applicable waiting or no-show period has expired. In that situation the journey charge may remain payable.

Delays at immigration, baggage collection, airport security, venues or other third-party locations do not prevent additional waiting and parking charges from applying after the included waiting allowance has ended.

A booking cancelled before the applicable cancellation deadline is eligible for a 100% refund of the booking amount paid.

If cancellation takes place after the applicable cancellation deadline, no refund is available. The relevant deadline is provided with the booking information or confirmation.

Before the applicable amendment deadline, you may request changes to information such as the journey address, date, pickup time, vehicle, passenger details or other booking requirements. A requested change is not effective until it has been accepted and confirmed by us.

An amendment may increase or reduce the amount required for the booking. Any additional amount required must be dealt with as part of the amendment process before the amended booking is confirmed. Any reduction will be handled in accordance with the applicable booking and payment process.

The vehicle selected must be suitable for both the number of passengers and the luggage or other items being carried. Vehicle capacities displayed during the booking process should be checked before confirming the journey.

Where actual passenger or luggage requirements exceed the capacity of the booked vehicle, travel may be refused or a larger replacement may be required if one is available. Any resulting price difference may be charged.

We may substitute or upgrade a vehicle where reasonably necessary, provided the replacement is suitable for the confirmed passenger and luggage requirements.

Passengers must follow reasonable safety instructions from the driver and use seatbelts where required by law.

Child-seat options may be added to eligible bookings where available. Any applicable child-seat charge will be shown as part of the booking or amendment process.

A passenger may use their own suitable child seat where appropriate. Any special requirement should be stated when booking so that it can be considered when arranging the journey.

An unaccompanied minor may travel only where the arrangement has been expressly accepted. The booking must clearly identify that the passenger will be travelling without an accompanying adult.

Where disability, mobility or other assistance requirements are known in advance, we will make reasonable efforts to take them into account when arranging the service.

Accredited assistance dogs are carried in accordance with applicable private hire and equality requirements and without an additional assistance-dog charge.

Other pets must be declared before travel and are accepted only where appropriate arrangements can be made. Prior approval, a suitable vehicle and an additional charge may be required.

A pet must travel in a safe manner, using a suitable carrier or restraint where appropriate.

Passengers must behave safely and respectfully. A driver may refuse or discontinue carriage where a passenger is abusive, threatening, dangerously intoxicated, behaving unlawfully or creating an unacceptable risk to the driver, vehicle or others.

Smoking and vaping are not permitted in the vehicle. Food and drinks other than water must not be consumed in the vehicle unless expressly agreed.

Passengers are responsible for damage, excessive soiling or cleaning requirements caused by anyone travelling under their booking.

Reasonable cleaning, repair, recovery or vehicle downtime costs may be charged where damage or contamination means additional work is required or the vehicle cannot continue in service.

Account facilities are available only where approved. We may apply conditions, limits or other requirements to an account and may suspend or withdraw account facilities where appropriate.

Where invoicing has been approved, invoices must be paid in accordance with the payment period agreed for the account. Permitted interest or administration costs may apply to overdue amounts where provided for by law or the account agreement.

We may apply a credit limit or restrict further bookings where an account has reached its limit or amounts remain overdue.

Questions or disputes concerning an invoice should be raised promptly and within any period specified by the invoice or applicable account arrangement.

Passengers remain responsible for checking that they have all belongings before leaving the vehicle. We cannot guarantee the recovery of property left behind.

If an item is reported or found, reasonable efforts may be made to identify the relevant passenger and arrange its return. Collection, courier or delivery costs may be payable by the customer.

We will use reasonable care and skill when arranging and providing services covered by a confirmed booking.

Journey duration and estimated arrival or pickup times cannot be guaranteed. Traffic, weather, road closures, accidents, airport operations, security restrictions, breakdowns and other circumstances outside reasonable control may cause delay.

Nothing in these Terms is intended to exclude or restrict liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or another liability that cannot lawfully be excluded.

Subject to clause 14.3, we are not responsible for indirect or consequential losses, loss of profit or business, missed flights or appointments, or losses resulting from events outside our reasonable control.

The website and booking service may rely on third-party technologies such as payment services, maps, communications, analytics and review platforms. We cannot guarantee that systems operated by third parties will always be uninterrupted or error-free.

Cookies and similar technologies may be used in connection with the website. Information about how personal information and website usage data are handled is provided in our Privacy Policy.

If we do not immediately exercise a contractual right, that does not mean the right has been waived or cannot be exercised later.

If a provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply so far as legally possible.

These Terms should be read together with the booking confirmation and any separate account conditions that apply. Together they form the agreement relating to the relevant booking.