Service Terms & Conditions

Last updated: 13th January 2026
These Terms & Conditions apply to journeys booked with Connections Cars (“we”, “us”, “our”). By making a booking, you agree to these terms.

1. Definitions

Booking: a journey confirmed by us in writing (including email/text/WhatsApp) or verbally.
Client: the person or organisation making the booking or responsible for payment.
Passenger: the person(s) travelling.
Vehicle: the licensed private hire vehicle allocated for the booking.

2. Pre-booked service only

We operate a pre-booked private hire service. We do not accept street hails. A booking is only confirmed once we acknowledge it and provide confirmation.

3. Quotes and pricing

Quotes are based on the details you provide (times, locations, stops, passenger numbers, luggage, special requirements).
If journey details change (additional stops, extended waiting, route changes), the price may change.
Where parking, drop-off fees, tolls, or congestion/ULEZ charges apply, these may be charged at cost unless explicitly included in the quote.

4. Booking details and accuracy

You are responsible for providing accurate:

pick-up location and time
destination(s) and any stops
flight/train details (where applicable)
passenger and luggage details
any access needs or assistance requirements

Delays or additional charges caused by incorrect information may be passed on.

5. Payment (private bookings)

Payment is due as agreed at time of booking.
We may request pre-payment for certain journeys (for example long distance, events, or peak dates).
Accepted methods: card / bank transfer.

6. Business accounts, invoicing and payment terms

For approved account clients:

Invoices are issued on a regular basis as agreed in your account set up.
Payment terms are as agreed in writing in your account set up.
Late payments may incur reasonable administration costs and/or statutory interest in line with the Late Payment of Commercial Debts (Interest) Act 1998 (where applicable).

7. Cancellations and changes

By the client

Cancellation terms:
- More than 24 hours before pick-up: no charge
- Less than 24 hours: full fare will be charged
- No-show: 100% of the booking may be charged

Changes (time, address, additional stops) should be made as early as possible and are subject to availability and price adjustment.

8. Waiting time

Standard pick-ups (addresses/hotels): 20 minutes included.
Airports/terminals: waiting time is handled based on flight information and agreed meet & greet arrangements. Additional waiting beyond reasonable allowances may be chargeable.

9. Meet & greet (airports/cruise terminals)

Where meet & greet is requested:

driver will meet the passenger as agreed (e.g., arrivals hall)
parking/terminal charges may apply
if the passenger cannot be located, we will attempt contact using the details provided; if contact cannot be made, no-show terms may apply

10. Flight delays and diversions

For airport collections, we use the flight number you provide to monitor status where possible. Significant delays, diversions, or changes may require rescheduling and could affect availability and/or price.

11. Passenger conduct and safety

Passengers must:

behave respectfully and follow driver instructions relating to safety
wear seatbelts (where fitted)
not smoke/vape in vehicles
avoid eating that may cause mess/odour unless agreed
If a vehicle requires specialist cleaning due to mess, spillages, or sickness, a cleaning fee may be charged.

12. Luggage

Passengers are responsible for ensuring luggage is suitable and within vehicle capacity. We will advise if capacity limits apply based on passenger/luggage numbers provided.

13. Children and child seats

Children must be appropriately seated in line with UK law.
If a child seat is required you may use your own and we can store it for you.
Guardians remain responsible for ensuring correct seat suitability.

14. Accessibility and additional assistance

Please tell us in advance about mobility needs, extra time required, or assistance preferences. We will do our best to accommodate, subject to vehicle suitability and safe operation.

15. Secure student transfers and accompaniment

Where a secure student transfer and/or terminal accompaniment is booked:

scope of assistance (check-in support / accompaniment up to security) must be agreed in advance
the passenger must have all required travel documents; we are not responsible for airline/airport decisions
we will not be able to proceed beyond points restricted to passengers without appropriate access

16. Vehicle allocation

We will provide a suitable vehicle based on availability and requirements. If a substitute vehicle is required due to operational reasons, we will provide a vehicle of appropriate standard.

17. Service interruptions and force majeure

We are not liable for delays or failure to perform due to events outside our reasonable control (e.g., severe weather, accidents, road closures, emergencies, strikes, airport disruption). We will make reasonable efforts to assist with rebooking.

18. Lost property

If an item is found, we will attempt to contact the client/passenger. Items may be retained for up to 30 days. Return delivery or collection may incur an administration/delivery fee.

19. Complaints

If something hasn’t met expectations, please contact us as soon as possible:
Email: enquiries@connectionscars.co.uk | Phone: 07855 859710
We aim to acknowledge complaints within 48 hours and respond within 5 working days.

20. Data protection

We process personal data for booking administration, service delivery, and account management. For more information, see our Privacy Policy.

21. Governing law

These terms are governed by the laws of England and Wales.

Complaints