Terms and Conditions – On Time Travel Shropshire 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 direct 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. 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. 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 may apply for: Extra Stops Waiting time exceeding agreed periods set out below Excessive car parking charges due to an incurred delay caused by the Customer 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: Cash, Credit/Debit Card, and Bank Transfer • Business travel and account customer invoices must be paid within 7 days of issue. • Emailed receipts can be issued within two working days 6. Airport Transfers • 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 90 minutes from the landing time unless otherwise agreed. After this time, the booking is treated as a no-show , and no refund will be issued • While the Company monitors incoming flights, it is not liable for incorrect or incomplete information provided by the Customer. Driver Wait Time and Offsite Parking: 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 90 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. 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. 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. • Cancellations made less than 24 hours before the scheduled pickup will be charged in full. 9. Cancellation Policy • Cancellations made before 24 hours’ notice are eligible for a full refund. • Cancellations made within 24 hours of a booking start time are not eligible for a full refund. • 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. 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 unless caused by negligence. • 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 inline with our lost property policy, this is available on request. Customers must contact the office to arrange collection. 13. Passenger Conduct and Safety • Smoking, eating, and drinking are not permitted in any vehicle. • Abusive, threatening, or inappropriate behaviour will result in immediate termination of the journey without refund at the nearest safe location. • All passengers must wear seat belts and comply with safety instructions. • If a passenger poses a risk, the driver may contact authorities or end the journey at the nearest safe location. 14. Liability • The Company is not liable for missed flights, connections, or appointments due to delays outside its control, such as traffic, weather, or road closures. • Delays may occur despite the Company’s best efforts to provide timely service. • Liability is strictly limited to the original cost of the journey booked. • The Company will not accept liability for consequential losses. 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