Terms and Conditions
1. Definitions
• “Company” refers to On Time Travel Shropshire, a licensed private hire operator. Licenced by Shropshire Council, Licence Number PHO562.
• “Customer” refers to any individual, group, or business booking transport services with the
Company.
• “Driver” refers to any licensed private hire driver contracted by or working in affiliation with the Company.
• “Service” includes, but is not limited to, Airport Transfers, Seaport Transfers, Business Travel,
and all private hire transport bookings.
• “Booking” refers to the reservation of a service by a Customer, confirmed by the Company.
• “No-Show” refers to a confirmed booking where the Customer fails to meet the driver without
notification or contact.
2. Changes to Terms
• The Company reserves the right to update or modify these terms at any time without prior notice.
• Customers will be subject to the terms in effect at the time of their booking.
• Continued use of the Company’s services following changes constitutes acceptance of the updated terms.
3. Booking and Confirmation
• A minimum of 24 hours’ notice is required for all online bookings. For urgent journeys, please
call the office directly.
• Bookings are not confirmed until directly acknowledged by the Company via a telephone call from a member of the team. Automated emails DO NOT constitute definitive booking confirmation.
• It is the Customer’s responsibility to provide accurate booking details, including number of
passengers, luggage, flight/cruise information, including but not limited to, flight numbers, cruise docking gates information and any special requirements.
• You must allow adequate time for the journey, accounting for traffic, airline check-in policies, and delays.
• If the assigned driver is delayed, the Company will attempt to allocate a vehicle from a partner
firm, subject to availability. If a partner firm is not available, On Time Travel Shropshire will
endeavour to provide a local private hire company to carry out your journey.
• On Time Travel Shropshire will make every reasonable effort to arrive at the pickup location at the scheduled time. However, the Company accepts no liability for any costs, losses, or damages incurred by the Customer due to missed flights, check-ins, or other travel connections resulting from delays caused by traffic conditions, road closures, adverse weather, vehicle breakdowns, or any other circumstances beyond the Company’s control.
• It is the Customer’s responsibility to allow sufficient time for the journey when making a booking.
The Company reserves the right to refuse service to any individual or entity at its sole discretion, at any time, and for any reason, including but not limited to violations of these Terms and Conditions, suspected fraudulent activity, or conduct deemed harmful to the Company, its employees, customers, or partners. The Company is under no obligation to provide a reason for such refusal, and this right may be exercised without prior notice.
4. Vehicle and Passenger Responsibility
• Customers must request a suitably sized vehicle. The Company is not liable for insufficient space due to undeclared luggage.
• Children of any age are counted as individual passengers.
• Requests for child seats must be made at the time of booking. Customers providing their own are responsible for correct installation.
• Passengers exhibiting intoxicated, abusive, or unsafe behaviour may be refused service without refund.
All vehicles operated by On Time Travel Shropshire are fully insured for private hire use, including passenger liability insurance, as required by law. However, this insurance does not cover customer luggage or personal effects, which are carried at the passenger’s own risk.
Soiling or Damaging Our Vehicles
If a customer soils or causes damage to a vehicle operated by On Time Travel Shropshire, they will be liable for the full cost of cleaning or repairs, plus any loss of earnings for that vehicle during the time it is out of service. Loss of earnings will be calculated based on the scheduled bookings or average turnover for that vehicle during the downtime. The Customer agrees to cover all associated costs, which will be invoiced and must be paid within 7 days.
Child and Baby Seats
On Time Travel Shropshire does not provide child or baby seats under any circumstances. It is the sole responsibility of the Customer to supply and correctly fit an appropriate child seat that complies with UK safety regulations. If requested in advance, the Company may store the seat and return it to the Customer for use on a return journey or collection. The Company accepts no liability for the fitting, use, or condition of any child seat provided by the Customer.
5. Pricing and Payment
Quoted prices are based on the information provided at the time of booking. Additional charges will apply for the following but not limited to;
1. Extra Stops
2. Waiting time exceeding agreed periods set out below
3. Excessive car parking charges due to any delay caused by the Customer
4. Toll roads or congestion zone routes may be used at the Customer’s discretion. If the
Customer chooses to use such routes to save time, any associated fees will be added to the
fare and are payable by the Customer.
Accepted payment methods Include: Credit/Debit Card, and Bank Transfer,
All bookings must be prepaid in full to confirm your reservation. Payment can be made via a secure payment link or direct bank transfer. Bookings will not be held or confirmed until full payment has been received and verified.
Full payment must be received no later than 7 days prior to the scheduled departure date. If payment is not received by this deadline, the booking will be automatically cancelled without notice, and the reserved slot may be released to other customers. We accept no liability for losses incurred due to cancellations resulting from non-payment.
Business customers may be eligible for monthly invoicing and account payment terms, subject to approval. The details of these arrangements, including eligibility criteria and payment schedules, are outlined in Section 8: Business Travel. All business account holders must adhere strictly to the agreed terms; failure to do so may result in suspension of account privileges
6. Airport Transfers
Driver Wait Time and Offsite Parking:
• A 60-minute free waiting period is included from the actual landing time.
• After 60 minutes, waiting charges apply charged at £25 Per Hour. Please factor in time for
customs and baggage retrieval.
• Drivers will wait up to 60 minutes from the landing time unless otherwise agreed or contact has been made to the driver by the customer. The driver will wait for up to 60 minutes from the scheduled pickup time. If the customer makes contact with the driver within this period, the driver will wait and any additional waiting time beyond the initial 60 minutes will be chargeable and payment will be due immediately. If the customer fails to make contact within the 60-minute window, the booking is treated as a no-show, full payment will be due and no refund will be issued. An invoice will be sent if payment has not already been made.
• While the Company monitors incoming flights, it is not liable for incorrect or incomplete
information provided by the Customer.
• All bookings made with On Time Travel Shropshire are subject to the terms outlined in this document, including but not limited to the Refund and Cancellation Policy detailed in Section 9. By confirming a booking, the Customer acknowledges and agrees to abide by these terms in full. The Company reserves the right to enforce the cancellation and refund conditions without exception.
All drivers will wait approximately 10 minutes offsite at the airport to minimize parking charges
and to ensure the best possible fare for the customer. This waiting period is designed to reduce
additional costs associated with airport parking and to offer you the most competitive pricing
available.
Contact Information:
• To ensure smooth communication, it is crucial that you provide a valid and correct contact number.
• The driver will call you 30 minutes after the actual landing time to give you ample time to
disembark from the aircraft and proceed through the airport. You are required to have your phone on and accessible at all times during this waiting period, so the driver can contact you directly.
Collection from Premium Pickup Zone:
• Once the driver makes contact with you, they will arrange the collection in the premium pick-up zone of the airport. This is to minimize disruption time and make the collection process as efficient and easy as possible for you.
• Drivers will not enter the terminal unless a "Meet and Greet" service has been specifically booked and paid for in advance.
Meet and Greet Service:
• If you wish for the driver to enter the terminal to greet you, this service must be booked and paid for separately and specified at time of booking. If this service has not been arranged, the driver will remain offsite and then proceed to the designated premium pick-up zone after contact has been made. Please note due to the nature and layout of the airport, this service is included in ALL London Heathrow Airport bookings.
No Show Policy:
• If the driver is unable to reach you within the agreed upon time, or if you do not respond to the
driver’s attempts to contact you, the driver will wait a maximum of 60 minutes from the time of
actual landing. After this time, the booking will be marked as a "no show," and the driver will depart without you. Full payment will be due and no refund will be issued under these circumstances.
By booking our airport pickup service, you agree to these terms and conditions. Please ensure you are available and reachable at the time of pickup to avoid any inconvenience.
7. Seaport Transfers
• Accurate docking times and terminal information must be provided by the Customer.
• Reasonable time will be allowed for disembarkation; the driver will park offsite and await contact from the customer and then proceed to an agreed collection point.
• All bookings made with On Time Travel Shropshire are subject to the terms outlined in this document, including but not limited to the Refund and Cancellation Policy detailed in Section 9. By confirming a booking, the Customer acknowledges and agrees to abide by these terms in full. The Company reserves the right to enforce the cancellation and refund conditions without exception.
8.Business Travel
• Business clients benefit from priority bookings and monthly invoicing.
• All bookings must be made via an authorised contact person within the client company.
• All general terms and conditions outlined in this document apply equally to Business Travel, unless otherwise stated. Business Travel services are subject to the same policies regarding payment, cancellations, no-shows, waiting time, and conduct
• Business customers and companies may be offered account privileges, including monthly invoicing and tailored payment terms. These arrangements will be discussed and agreed upon at the time of contract setup. All invoicing terms, credit limits, and payment schedules must be adhered to as outlined in the individual account agreement. Failure to comply may result in suspension or termination of account privileges or legal action to recover any outstanding balances.
• All bookings made with On Time Travel Shropshire are subject to the terms outlined in this document, including but not limited to the Refund and Cancellation Policy detailed in Section 9. By confirming a booking, the Customer acknowledges and agrees to abide by these terms in full. The Company reserves the right to enforce the cancellation and refund conditions without exception.
9. Cancellation & Refund Policy
• Cancellations made less than 24 hours before the scheduled pickup will be charged in full and payment will be due.
Cancellation Charges from Scheduled Departure Time:
- Less than 24 hours’ notice: 100% of fare charged
- 24–72 hours’ notice: 50% of fare charged
- Over 72 hours’ notice: No charge
The Company reserves the right to take all reasonable and lawful steps necessary to recover any outstanding amounts owed. This includes, but is not limited to, issuing reminders, engaging third-party debt collection agencies, and initiating legal proceedings where appropriate. The Company will make every reasonable effort within its power to recover such funds while complying with applicable laws and regulations.
In the event of force majeure (e.g., national emergency, severe weather, fuel shortages, or civil
unrest), the Company reserves the right to cancel services and issue appropriate refunds.
Refunds are issued at the discretion of the Company in accordance with the cancellation and no-show policies outlined in this document. Refunds will not be provided for but not limited to delays or missed appointments, flights due to circumstances beyond the Company’s control.
10. Waiting Time and No-Show
• A 10-minute grace period applies to standard pickups before waiting charges begin.
• If the Customer fails to appear without contacting the office, the full fare will be charged and the booking deemed a no-show.
• Leaving the pickup point without prior communication voids any claim for refund.
• Using an unauthorised third-party service (e.g., another minicab or black cab) will not be
reimbursed.
11. Vehicle Availability and Breakdown
• The Company reserves the right to substitute a different driver or vehicle when necessary.
• In case of mechanical breakdown or unforeseen delay, a replacement vehicle will be arranged as soon as possible.
• The Company may use partner firms to fulfil bookings during peak periods or emergencies.
• The Company accepts no liability for any costs, losses, or damages incurred by the Customer due to missed flights, check-ins, or other travel connections resulting from delays caused by traffic conditions, road closures, adverse weather, vehicle breakdowns, or any other circumstances beyond the Company’s control.
• While On Time Travel Shropshire operates a diverse fleet—including high end vehicles, estate
cars, and 7 and 8 seater vehicles—we cannot guarantee that a specific vehicle type will be used for your journey. Vehicle allocation is subject to availability and may be affected by operational factors beyond our control. However, we do guarantee that a suitably sized vehicle will be provided to accommodate the number of passengers and luggage requirements as specified at the time of booking.
12. Luggage and Property
• The Company accepts no responsibility for any damage to luggage or personal belongings during the loading or unloading process. It is the Customer’s responsibility to ensure their items are safely and securely handled when placing them into or removing them from the vehicle.
• The Company is not liable for loss or damage to personal belongings
• All vehicles are insured for passenger and third-party claims. Personal property is carried at the Customer’s own risk.
• Lost property will be held for 28 days in line with our lost property policy; this is available on
request. Customers must contact the office to arrange collection.
13. Passenger Conduct and Safety
General Conduct
All passengers are expected to behave in a respectful and orderly manner throughout the journey. Aggressive, abusive, or threatening behaviour towards the driver, or third parties will not be tolerated under any circumstances.
Seatbelts
All passengers must wear seatbelts at all times during the journey, as required by law. The driver reserves the right to refuse to start or continue the journey if passengers refuse to comply.
Alcohol, Drugs, and Smoking
Passengers are strictly prohibited from consuming alcohol or using drugs in the vehicle.
Any passenger found under the influence in a way that compromises safety may be refused service.
Smoking, including the use of e-cigarettes or vapes, is strictly prohibited inside the vehicle.
Damage to Vehicle
Passengers will be held financially responsible for any damage caused to the vehicle through negligence, misuse, or misconduct. This includes damage caused by vomiting or spilling food or drink.
Driver Authority
The driver has the right to terminate the journey at any time if they believe passenger conduct is putting the safety of the driver, vehicle, or others at risk. In such cases, no refund will be issued.
Maximum Passenger Limits
Passengers must not exceed the maximum capacity of the vehicle. The driver may refuse to begin the journey if the number of passengers exceeds the legal limit.
Children and Vulnerable Passengers
The company accepts no responsibility for supervising minors or vulnerable individuals.
Personal Belongings
Passengers are responsible for their own belongings. The Company accepts no liability for loss or damage to personal items left in the vehicle, although reasonable efforts will be made to return lost property.
Compliance with Laws
Passengers must comply with all applicable laws during the journey. Illegal activities or the transportation of illegal substances will be reported to the authorities.
Refusal of Service
The Company reserves the right to refuse or terminate service to any passenger who fails to comply with these terms, without refund or compensation.
14. Liability
The Company shall not be held liable for missed flights, connections, meetings, or appointments resulting from delays beyond its control, including but not limited to traffic conditions, adverse weather, road closures, or other unforeseen circumstances.
While the Company makes every effort to provide timely service, delays may occur and are sometimes unavoidable.
The Company’s liability is strictly limited to the original cost of the booked journey, and no further compensation will be offered.
The Company does not accept responsibility for any consequential or indirect losses, including missed events, financial penalties, or other related costs.
15. Private Bookings with Drivers
• Customers must not book journeys privately with drivers.
• Any such arrangements are unauthorised and illegal. The Company disclaims all responsibility for any resulting incidents, losses, or disputes.
16. Complaints
• Complaints must be submitted within 7 days via email or phone.
• Include your name and contact number and a full description of the issue.
• The Company aims to respond to all complaints within 14 working days.
17. Force Majeure
The Company shall not be held liable for any failure or delay in performing its obligations under these Terms and Conditions due to circumstances beyond its reasonable control. Such events include, but are not limited to:
- Acts of God (e.g., floods, storms, earthquakes)
- Severe weather conditions
- Strikes, lockouts, or industrial disputes
- Government actions or restrictions
- Road closures or traffic accidents
- National emergencies
- Public transport or airport disruptions
- Fuel shortages
- Terrorist acts, civil unrest, or riots
- Epidemics, pandemics, or public health emergencies
In such cases, the Company reserves the right to cancel or reschedule services without liability. Where possible, reasonable efforts will be made to notify the Customer and offer an alternative solution or refund, subject to operational constraints
18. Data Protection
All personal information provided during booking is handled in accordance with the UK General Data Protection Regulation (UK GDPR). We do not share customer data with third parties except where required for service delivery or legal compliance.
Terms & Conditions Updated 17/07/2025