Terms and Conditions

Please read these terms and conditions carefully before booking. By booking a journey with Crawley Taxi, you agree to be bound by these terms.

Contract Formation: When you book a journey, Crawley Taxi acts as the Private Hire Operator. A legal contract is formed only once we accept your booking and provide a formal confirmation via our app, SMS, or email.
Passenger Accuracy: It is the passenger’s sole responsibility to provide accurate pickup times, locations, and flight numbers. We accept no liability for missed journeys or delays resulting from incorrect information provided at the time of booking.
Vehicle Capacity: Passengers must select a vehicle size appropriate for their group and luggage. In accordance with safety regulations, our drivers reserve the right to refuse carriage if the number of passengers or volume of luggage exceeds the vehicle’s legal capacity.

Quotations: Fare quotes are calculated based on the most efficient route. Any requested deviations, additional stops, or changes to the destination during the journey will result in an adjusted fare.
Surcharges: Standard quotes may be subject to additional charges for journeys occurring on Public Holidays (e.g., Christmas, New Year), as well as mandatory airport drop-off/pickup fees and road tolls.
Payment Methods: We accept cash, major credit/debit cards, and secure mobile payments. All card payments may be subject to security verification and authorization checks.

Standard Pickups: A 10-minute grace period is provided for pickups from residential or business addresses. Beyond this time, waiting charges will be applied at a rate of £[Insert Rate] per minute.
Airport Pickups: We include 30 minutes of complimentary waiting time starting from the flight’s actual landing time. Once this period expires, standard waiting charges will apply.
No-Show Criteria: If a passenger is not at the pickup point within 15 minutes of the scheduled time and has made no contact, the booking will be classified as a “No-Show.” The full fare or a designated call-out fee will be charged.

Cancellation Window: Bookings cancelled more than [Insert Hours, e.g., 12] hours before the scheduled pickup time are eligible for a full refund, subject to any non-refundable card processing fees.
Late Cancellations: Cancellations made less than [Insert Hours, e.g., 2] hours before the pickup time, or after a driver has already been dispatched to the location, will incur a 100% cancellation fee.

Zero-Tolerance Policy: We do not tolerate aggressive, abusive, or threatening behavior toward our drivers or staff. Drivers have the absolute right to terminate a journey immediately if they feel their safety is compromised.
Soiling and Damage: A minimum “Soiling Charge” of £[Insert Amount, e.g., 50.00] will be levied to cover professional cleaning and vehicle downtime if a passenger fouls the interior of the vehicle.
Prohibited Activities: Smoking, vaping, and the consumption of alcohol or illegal substances are strictly prohibited inside all Crawley Taxi vehicles.

Service Delays: While we strive for 100% punctuality, Crawley Taxi is not liable for any indirect or consequential losses (such as missed flights or appointments) caused by traffic congestion, road closures, extreme weather, or unforeseen mechanical failure.
Lost Property: We are not legally responsible for items left in vehicles. We will make reasonable efforts to locate and return lost property, though a delivery fee may apply for returning items to the owner.

Privacy Compliance: Your personal data is processed in strict accordance with our Privacy Policy and the UK GDPR.
Usage: We only collect and use your information to facilitate your booking, ensure passenger safety, and improve our service standards.

Flight Monitoring: We monitor flight arrival times based on the flight number provided at the time of booking. However, we are not responsible if the airline provides incorrect flight data.
Meet & Greet: If a “Meet & Greet” service is booked, the driver will wait in the arrivals hall with a name board. If you cannot locate your driver, you must call our dispatch office immediately before seeking alternative transport.
Waiting Time: Our standard airport booking includes 30 minutes of free waiting time from the moment the flight lands. Any additional time (due to luggage delays or immigration) will be charged at our standard hourly rate.
Diversions: If your flight is diverted to a different airport, your booking with us is effectively cancelled. We will attempt to accommodate a new booking from the new airport, subject to vehicle availability and an adjusted fare.

Service Animals: In accordance with the Equality Act 2010, we carry all registered guide dogs and assistance dogs at no extra cost.
Domestic Pets: Requests to travel with domestic pets (cats, dogs, etc.) must be made at the time of booking. All pets must be travel-safe in a suitable carrier or on a lead with a protective blanket provided by the passenger.
Refusal: We reserve the right to refuse the carriage of any animal that is not a service animal if it was not disclosed during the booking process or if it poses a safety/hygiene risk.

Right to Refuse: Crawley Taxi and its drivers reserve the right to refuse or terminate any journey at any time if:
- The passenger is thought to be under the influence of excessive alcohol or drugs.
- The passenger’s behavior is abusive, threatening, or endangers the driver or other road users.
- The vehicle is being used for illegal activities.
Payment on Termination: If a journey is terminated mid-way due to passenger misconduct, the full fare for the journey will remain payable and no refund will be issued.

Filing a Complaint: Any complaints regarding the service provided must be submitted in writing via email to [Insert Email Address] within 7 days of the journey date.
Investigation: We aim to investigate and respond to all complaints within 5 working days.
Local Authority: Crawley Taxi is a licensed Private Hire Operator. If a dispute cannot be resolved through our internal process, you have the right to contact the local Licensing Authority (Crawley Borough Council).
Small Claims: These terms are governed by the laws of England and Wales, and any legal disputes will be subject to the exclusive jurisdiction of the English courts.