CUSTOMER BOOKING CONDITIONS

1. Placing and confirming a booking

Prices displayed before checkout are quotations and do not confirm that a vehicle is available.

Your reservation becomes confirmed only after a licensed operator accepts your request and a confirmation or e-ticket is sent on its behalf. This document will show the operator’s identity and the main journey details.

You should check the confirmation immediately and notify us if anything is incorrect. If no operator accepts your request, no journey contract will be formed and any payment taken will be released or returned.

You may ask us for a copy of the operator’s booking conditions.

2. Fares, fees and payment

The amount payable, including any marketplace fee, will be displayed before you complete the booking.

We may receive payment as the licensed operator’s collection agent. An agreed marketplace commission or administration fee may be deducted before the remaining fare is transferred to the operator.

Further charges may become payable for additional waiting, parking, extra stops, route changes, vehicle upgrades or incorrect information supplied during booking. Any such charge must be reasonably connected to the requested journey.

3. Amending or cancelling your journey

Any requested amendment depends on the licensed operator’s agreement and availability. A change to the pickup time, route, destination, passenger numbers, luggage or vehicle may result in a revised fare.

Unless another cancellation policy is displayed before payment, the following rules apply:

• Cancel more than 12 hours before pickup to receive a full refund.
• Cancellations made within 12 hours of pickup are non-refundable, except where a relevant airline cancellation is verified.
• No refund is payable after the scheduled pickup time or when the booking is recorded as a no-show.

If the licensed operator cancels and you choose not to accept an alternative operator, the journey payment will be returned. We normally begin processing an approved refund within five working days.

4. Information and passenger conduct

You are responsible for providing complete and accurate information, including contact details, pickup and destination addresses, flight information, passenger numbers, luggage, accessibility requirements and child-seat requests.

You must select a vehicle suitable for your passengers and luggage, remain available by telephone around the pickup time and ensure everyone is ready to travel.

Passengers must behave safely and respectfully. Smoking, vaping, threatening behaviour, illegal activity, prohibited items and avoidable vehicle damage are not permitted.

Please choose a pickup time that allows for traffic, check-in, airport security and onward travel connections.

5. Collection, waiting and no-shows

The waiting time included with your booking will be shown in your confirmation. Unless stated differently:

• Airport meet-and-greet bookings include 45 minutes from the recorded flight landing time.
• Pickups from other locations include 15 minutes from the scheduled collection time.

Once the included period has expired, the licensed operator may apply reasonable waiting or parking charges. The operator may treat the booking as a no-show if passengers cannot be located or contacted.

Use the telephone or messaging details in your confirmation to report a delay or difficulty meeting the driver.

6. The licensed operator’s responsibilities

The operator identified on your confirmation or e-ticket is responsible for delivering the transport service. Its responsibilities include:

• Selecting and arranging the licensed driver
• Providing a properly licensed and insured vehicle
• Journey safety and legal compliance
• Operational decisions and route selection
• Driver conduct and vehicle condition
• Lost-property enquiries
• Transport-related complaints and claims

Questions or complaints about the journey must be directed to that operator. Great Britain Cars may help pass messages, provide booking support or seek another licensed operator when necessary.

Call 999 if there is an immediate danger or suspected criminal activity.

7. Our marketplace service

We are responsible for operating the booking marketplace and providing quotation, payment-administration, confirmation, communication and customer-support services with reasonable care and skill.

Journey availability, pickup and travel times may be affected by the licensed operator, traffic, weather, airport conditions, road closures and events outside the marketplace’s reasonable control.

Where permitted by law, Great Britain Cars is not responsible for the licensed operator’s acts or omissions or for claims arising from the driver, vehicle or performance of the journey. The operator’s own conditions may limit its liability where legally allowed.

Nothing in these conditions removes your statutory consumer rights or excludes liability that the law does not allow to be excluded, including liability for fraud or death or personal injury caused by negligence.

8. Personal information

We use booking information to operate the marketplace, administer payments, prevent fraud and provide support.

Information required for the journey is shared with the licensed operator. The operator may then provide necessary details to its authorised driver. Information may also be shared with payment processors and public authorities where required.

Further information is available in our Privacy Policy:

https://greatbritaincars.co.uk/privacy-security-policy

9. Applicable law and contact details

These Customer Booking Conditions are governed by the law of England and Wales. This does not remove any mandatory legal protection available to you as a consumer.

For quotations, website assistance, payments or booking-administration enquiries, contact Great Britain Cars:

Telephone: +44 (0)20 3006 6550

Website: https://greatbritaincars.co.uk

For matters relating to the driver, vehicle or journey, contact the TfL-licensed operator shown on your confirmation or e-ticket.