1. Introduction
These Terms of Service ("Terms") govern your use of the airport transfer services provided by 365 Transfers ("we", "our", or "us") and your use of our website at stokeontrentairporttaxi.co.uk.
By making a booking with us or using our website, you agree to be bound by these Terms. Please read them carefully before making a booking.
We reserve the right to update these Terms at any time. Changes will be posted on this page, and continued use of our services constitutes acceptance of the updated Terms.
2. Service Description
365 Transfers provides private hire airport transfer services to and from airports across the United Kingdom. Our services include:
- Airport pickups and drop-offs
- Meet and greet service at airport arrivals
- Flight monitoring for arrival pickups
- Door-to-door transfers
- A range of vehicle options from saloons to minibuses
- Wheelchair accessible vehicles (upon request)
- Child seats (upon request)
We operate 24 hours a day, 7 days a week, 365 days a year.
3. Booking and Confirmation
3.1 Making a Booking
Bookings can be made through our website, by phone (03333 000111), or by email. When making a booking, you must provide accurate information including:
- Full name of the lead passenger
- Contact phone number (mobile preferred)
- Email address
- Exact pickup and drop-off addresses
- Date and time of pickup
- Flight number and airline (for airport pickups)
- Number of passengers
- Amount of luggage
- Any special requirements
3.2 Booking Confirmation
A booking is confirmed once you receive a confirmation email from us with your booking reference number. Please check all details carefully and notify us immediately of any errors.
3.3 Accuracy of Information
You are responsible for ensuring all booking information is accurate. We cannot be held liable for delays or failed pickups caused by incorrect information provided by you, including wrong addresses, flight numbers, or contact details.
4. Pricing and Payment
4.1 Quotations
All prices quoted include VAT where applicable. The price quoted at the time of booking is the price you will pay, subject to any additional charges outlined in these Terms.
4.2 Payment Methods
We accept payment by:
- Credit and debit cards (Visa, Mastercard, American Express)
- Online payment at time of booking
- Payment to driver (cash or card) - where available
4.3 Additional Charges
Additional charges may apply for:
- Waiting time: After 30 minutes free waiting at airports (15 minutes at other locations), waiting time will be charged at our standard rate per 15 minutes
- Extra stops: Additional stops not included in the original booking
- Excess luggage: Luggage exceeding the vehicle capacity booked
- Cleaning fee: If the vehicle requires cleaning due to passenger spillages, illness, or other incidents (minimum charge applies)
- Tolls and parking: Where applicable and agreed in advance
4.4 Failed Payments
If payment fails or is declined, we reserve the right to cancel the booking and may pursue the outstanding amount.
5. Cancellations and Refunds
5.1 Cancellation by Customer
You may cancel your booking subject to the following policy:
- More than 24 hours before pickup: Full refund
- 12-24 hours before pickup: 50% refund
- Less than 12 hours before pickup: No refund
- No-show: No refund and full charge applies
To cancel a booking, please contact us by phone (03333 000111) or email as soon as possible.
5.2 Cancellation by 365 Transfers
We reserve the right to cancel a booking in the following circumstances:
- Severe weather conditions making travel unsafe
- Vehicle breakdown (we will endeavour to provide an alternative vehicle)
- Road closures or major incidents beyond our control
- Non-payment or suspected fraud
- Passenger behaviour concerns (see Section 8)
Where we cancel a booking through no fault of yours, you will receive a full refund.
5.3 Refund Processing
Refunds will be processed within 5-10 working days to the original payment method.
6. Flight Delays and Monitoring
6.1 Flight Tracking
For airport pickup bookings, we monitor your flight using the flight number you provide. If your flight is delayed, we will adjust your pickup time accordingly at no extra charge.
6.2 Your Responsibilities
You must provide the correct flight number at the time of booking. We cannot be held responsible for missed pickups if:
- An incorrect flight number was provided
- No flight number was provided for an airport pickup
- Your flight was cancelled and you did not notify us
- You changed to a different flight without informing us
6.3 Waiting Time
For airport arrivals, we provide 30 minutes of free waiting time from the actual flight landing time to allow for baggage collection and clearing customs. Additional waiting time will be charged.
7. Passenger Responsibilities
7.1 Readiness
You must be ready at the agreed pickup location at the agreed time. For non-airport pickups, we will wait for 15 minutes after the scheduled pickup time before the booking may be marked as a no-show.
7.2 Contact
Please ensure your phone is switched on and you are contactable at the number provided. If our driver cannot contact you and you do not appear at the pickup point within the waiting time, the booking may be treated as a no-show.
7.3 Luggage
You must declare the amount of luggage at the time of booking. If you arrive with significantly more luggage than declared and it cannot fit safely in the vehicle, we may be unable to complete the journey.
7.4 Seatbelts
All passengers must wear seatbelts throughout the journey as required by UK law. It is your responsibility to ensure all passengers, including children, are properly restrained.
8. Passenger Conduct
Passengers are expected to behave in a respectful manner. We reserve the right to refuse service or terminate a journey if passengers:
- Are abusive, threatening, or violent towards the driver or other passengers
- Are excessively intoxicated to the extent they may pose a risk to themselves or others
- Attempt to smoke or vape in the vehicle
- Consume alcohol in the vehicle without driver permission
- Consume food that may cause mess or odours
- Bring illegal substances into the vehicle
- Attempt to carry more passengers than the vehicle is licensed for
- Refuse to wear seatbelts
If a journey is terminated due to passenger conduct, no refund will be provided.
9. Children and Child Seats
Under UK law, children must use an appropriate child car seat until they are 12 years old or 135cm tall (whichever comes first).
- Child seats can be requested at the time of booking
- Please specify the age and weight of each child requiring a seat
- We provide infant carriers, child seats, and booster seats
- You may provide your own child seat if preferred
- It is your responsibility to ensure children are properly secured
10. Animals
Assistance dogs are welcome in all our vehicles at no extra charge.
Other pets may be transported subject to:
- Prior notification at time of booking
- The pet being secured in an appropriate carrier or restrained
- Driver discretion
Any cleaning required due to animals may be subject to an additional charge.
11. Lost Property
If you leave any belongings in one of our vehicles:
- Contact us as soon as possible at 03333 000111
- We will attempt to locate your item and arrange return
- A charge may apply for delivery of lost items
- We are not liable for items left in vehicles
- Items unclaimed after 30 days may be disposed of
12. Liability
12.1 Our Liability
We accept liability for death or personal injury caused by our negligence. We have appropriate public liability insurance and vehicle insurance in place.
12.2 Limitations
We shall not be liable for:
- Delays caused by traffic, accidents, road closures, or other circumstances beyond our control
- Missed flights or connections due to such delays (we recommend allowing adequate time)
- Loss or damage to luggage unless caused by our negligence
- Any indirect or consequential losses
- Losses arising from incorrect booking information provided by you
12.3 Force Majeure
We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, acts of terrorism, or government restrictions.
13. Complaints
If you are dissatisfied with our service, please contact us:
- As soon as possible during or after your journey
- By phone: 03333 000111
- By email: complaints@stokeontrentairporttaxi.co.uk
We take all complaints seriously and aim to respond within 48 hours. We will investigate and endeavour to resolve any issues fairly.
14. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Contact Information
For questions about these Terms or our services:
- Phone: 03333 000111
- Email: info@stokeontrentairporttaxi.co.uk
- Address: 365 Transfers, Stoke-on-Trent, Staffordshire, United Kingdom