1. DEFINITIONS AND INTERPRETATION
1.1. "Account" means a customer account which has been opened by the Company in respect of a particular Customer and is identified by way of an allocated security number (the "Customer Account Number")
1.2. "Account Customer" means any Customer which the Company provides Account Services in respect of a particular Booking and which shall include any representative of the Customer which makes the Booking or uses the Services pursuant to such Booking.
1.3. "Account Services" means the Services provided by the Company to an Account Customer, in accordance with clause 4 prior to making any Bookings.
1.4. "Booking" means a Customer's request for Services howsoever communicated to the Company as evidenced by the Company's records.
1.5. "Business Day" means a day (excluding Saturdays, Sundays and public holidays) which is also a day on which clearing banks in the City of London are open.
1.6. "Cancellation Fee" means a fee charged by the Company for the cancellation of the Services by the Customer prior to the booked collection time or after the Passenger Vehicle has departed to fulfil the Booking (whether or not it has arrived at the Collection Address) as detailed in the Price List (such fees will be higher for collection outside of London).
1.7. "Cash Customer" means a Customer which chooses to pay for the Services by cash, which is collected by a Driver on behalf of company, in accordance with clauses 2.2 and 3.2.
1.8. "Cash Services" means Services provided by the company to the Customer, to be paid for by the Customer to the company by way of a cash payment.
1.9. "Contract" means a contract for the provision of the Services to the Customer and each such Contract shall incorporate these Terms.
1.10. "London" means the areas defined as Zone 1 Zone 2 and Zone 3 in the map of the London Underground as varied from time to time by Transport for London.
1.11. "Charges" means the Company's charges shown in the Price List or other published literature.
1.12. "Christmas Period" means between 18:00 hours on 24 December to 18:00 hours on 26 December, in any year.
1.13. "New Year's Period" means between 18:00 hours on 31 December to 18:00 on 1 January, in any year.
1.14. "Collection Address" means the address stated by the Customer at the time of making the Booking as the address from which the Vehicle shall collect the Customer, any Passengers or the Goods.
1.15. "Company" means either 2 Friends Minicabs
1.16. "Credit and Debit Card Services" means Services provided by the Company to the Customer, to be paid for by the Customer to the Company by way of a credit or debit card payment.
1.17. "Customer" means any person(s), firm or company to whom the Company provides Services.
1.18. "Driver" means any person who provides his/her services, for the transportation of Passengers by a Passenger Vehicle, to the Company pursuant to a contract for services.
1.19. "Goods" means any goods transported by the Company pursuant to a Contract.
1.20. "In Writing" means any written communication including email and SMS.
1.21. "Passenger(s)" means the Customer and such persons who the Customer shall authorise and/or permit to make use of the Passenger Services by travelling in a Passenger Vehicle.
1.22. "Passenger Vehicle" means any vehicle provided by the Company for the carriage of Passengers.
1.23. "Price List" means the list maintained by the Company of its Charges relating to the Services from time to time and a current copy of which can be obtained on request.
1.24. "Services" means: (a) the transportation of Passengers by car and (b) the carriage or delivery of Goods by vehicle in the UK or any other services agreed in writing between the Company and the Customer from time to time.
1.25. "Terms" means these terms and conditions, as amended from time to time, to which the Passenger(s) agree upon using any of our services.
1.26. "Extra Waiting Time Fee" means a fee charged to the Customer by the Company in accordance with clauses 2.3.5, 2.3.6, 2.3.7 or 2.3.8 as detailed in the Price List.
2. PASSENGER SERVICES
2.1. Credit and Debit Card Services
2.1.1. When making a Booking for the Credit and Debit Card Services, the Customer must elect to pay the Company for the Services either by way of a credit card or a debit card payment, details of which shall be processed by the Company.
2.1.2. In consideration for the performance of the Credit and Debit Card Services, the Customer shall pay the Charges by way of a credit or debit card payment in accordance with clause 2.1.1. Such Charges in relation to the Credit and Debit Card Services shall include a card handling fee (as detailed in the Price List).
2.2. Cash Services
2.2.1. When making a booking for Cash Services, the contract shall be made as between the Company and the Customer in relation to Cash Services.
2.2.2. In consideration for the performance of the Cash Services, the Customer shall pay the charges to the company through company's assigned Driver upon completion of the Services (ex. upon arrival at the Customer’s destination).
2.2.3. In respect of Cash Services, payment shall be made in cash and the Driver shall not accept any other form of payment without paying a handling fee.
2.2.4. The company reserves the right to accept Cash Services (payment) at its own discretion, as this is no longer an accepted standard payment method. Cash Services can only be booked with the assistance of an operator, via phone, email or by chat online.
2.3. Passenger Services - Fees and Charges
2.3.1. The price provided to the Customer at the time of making the Booking shall be based on the journey specified by the Customer at the time of Booking (the “Original Journey”). The price quoted by the Company shall be based upon the Company’s chosen route between the Collection Address and the Customer’s destination (via any other pick -up points or drop-off points stated by the Customer at the time of making the Booking). Should the Customer wish to take a specific route (which is different to that taken by the Company) the Company reserves the right to charge the Customer an additional charge in relation to that Booking.
2.3.2 The Company reserves the right to charge the Customer for any additional costs which may be incurred by the Company as a result of any variation or deviation from the Original Journey specified at the time of Booking, as detailed below.
2.3.3. The Company shall be entitled to vary the Price List from time to time by giving not less than 5 Business Days written notice to the Customer.
2.3.4. If a Booking is cancelled by the Customer on or after arrival of the Passenger Vehicle at the Collection Address within London, a Cancellation Fee shall be charged. If a Booking is cancelled by a Customer after the Passenger Vehicle has departed to fulfil the Booking (but prior to its arrival at the Collection Address in London) the Company shall be entitled, at its sole discretion, to charge a Cancellation Fee.
2.3.5. The Customer and Passenger(s) and any luggage or personal items shall be ready for collection at the time stipulated by the Customer when the Booking is made. The Company will allow a maximum of 10 minutes free waiting or loading time when picking up Passenger(s) from a regular address. In the event that all booked Passenger(s) have not boarded the Passenger Vehicle within 10 minutes of the stipulated time, the Company reserves the right to charge the Customer a Waiting Time Fee (See Price List) proportionate to the delay in departure from the Collection Address, which will, for the avoidance of doubt, include the first 10 minutes. After the free 10 minutes of waiting time pass, if contact cannot be made with the Customer, the booking will be automatically considered cancelled due to “no show” policy.
2.3.6. In relation to collection of the Customer and any Passenger(s) from a London airport (Heathrow, Gatwick, Stansted, Luton, London City or Southend) or major port/cruise terminal (Southampton, Portsmouth, Dover, Harwich, Tilbury), the Company will allow a maximum of 20 minutes free waiting time and parking starting from the scheduled pick-up time* (for airports pick-ups, scheduled time is worked out by adding the chosen time frame (M&G period) after the last known estimated arrival time of an inbound international flight). The Company reserves the right to charge the Customer a Waiting Time Fee proportionate to the delay in departure, which shall not include the first 20 minutes, but only the period waited after this initial time frame. For the purposes of this clause the “last known estimated arrival time” will either be (a) if the Customer provides a flight number at the time of making the Booking, the Company will monitor the relevant flight and alter the collection time accordingly; or (b) if the Customer does not provide a flight number, the time which has been specified by the Customer. After the free 20 minutes of waiting time pass, if contact cannot be made with the Customer, the booking will be automatically considered cancelled due to “no show” policy.
2.3.7. In relation to collection of the Customer and any Passenger(s) from a London train station, the Company will allow a maximum of 10 minutes free waiting time from the scheduled pick-up time. The “meet & greet” service is not offered as standard and is optional (See Price List). In the event that all booked Passenger(s) have not boarded the Passenger Vehicle within 10 minutes of the stipulated time, the Company reserves the right to charge the Customer a Waiting Time Fee (See Price List) proportionate to the delay in departure from the Collection Address, which will, for the avoidance of doubt, include the first 10 minutes. After the free 10 minutes of waiting time pass, if contact cannot be made with the Customer, the booking will be automatically considered cancelled due to “no show”.
2.3.8. All parking fees will be chargeable to the Customer for collections from airports, ports, international and domestic train terminals or any regular address which requires paid parking. Car parking fees are set out in our Price List.
2.3.9. In the event that the Customer requires the Company at the beginning and/or during the course of the Original Journey to make any alterative pick-up(s) or collection(s) of Passenger(s) during the course of the Original Journey or to drop off Passengers at any locations other than as specified in the Original Journey or to take any variation from the Original Journey as specified at the time of Booking, additional charges may be applied by the Company, as detailed in the Price List. The Company reserves the right to decline carriage to any Passenger who do not agree to the price being recalculated to new specifications.
2.3.10. In the event that the Customer requires more than four (4) passengers to travel in a Passenger Vehicle additional charges may be levied by the Company (as detailed in the Price List) for the provision of a larger Passenger Vehicle or the carriage of additional Passengers in excess of four.
2.3.11. The Company shall be entitled to exercise a lien over any property belonging to the Customer in its possession pending payment of any Charges due to the Company.
2.3.12. The Company reserves the right to charge the Customer a surcharge for all journeys made during the Christmas Period and Public Holidays, such surcharge as detailed in the Price List.
2.3.13. The Company reserves the right to charge the Customer a fee for the following extras: baby seat and extra luggage (as detailed in the Price List).
2.3.14. The Company reserves the right to decline carriage to any Passenger(s) who's booking details at the time of pick-up do not match those of the Original Journey (ex. Customer books Original Journey for 2 passengers and 2 pieces of luggage and at pick-up he boards Passenger Vehicle with 4 pieces of luggage).
2.4. Passenger Services - General
2.4.1. The Company may, in its absolute discretion, decline to accept any Booking.
2.4.2. The Company shall use reasonable endeavours to provide a Passenger Vehicle in good working order of the type specified by the Customer (or, in the event that such a vehicle is not available, a reasonable alternative vehicle) within any time for so doing given by the Company or within a reasonable time. In the event that the Company is unable to locate a driver with which it directly collaborates, we aim to inform within reasonable time to seek an alternative service - the existing reservation with the Company will be refunded in full and a credit will be offered as compensation towards the bill for the alternative service once a receipt is provided (only up to 50% of the reservation value will be offered towards the cost).
2.4.3. In providing the Passenger Services, a Driver shall choose, at his/her sole discretion, the route from the Collection Address to the Customer's destination. If a Customer requests that a specific route is taken, any price quoted in respect of such journey may be amended.
2.4.4. Customers must inform the Company at the time of making a booking if the Customer or any Passenger wishes to carry any domestic animals in any Passenger Vehicle. All domestic animals should be carried in a suitable box or cage, if appropriate and/or be suitably restrained. The Company and/or the Driver reserve the right to cancel a booking on arrival if the Company has not been informed of the Customer's requirement to carry an animal in the Passenger Vehicle. Guide dogs are exempt from this requirement and are permitted to be carried in any Passenger Vehicle.
2.4.5. Passengers are not permitted to smoke in any Passenger Vehicle.
2.4.6. Passengers shall not play any musical instrument or recorded music in any Passenger Vehicle except with the written permission of the Company.
2.4.7. Passengers shall not consume alcohol in any Passenger Vehicle except with the written permission of the Company and the Company reserves the right to decline carriage to any Passenger who, in its opinion, is intoxicated.
2.4.8. The transportation of luggage in a Passenger Vehicle shall be permitted in the absolute discretion of the Company. Passengers shall remain responsible at all times for their personal luggage. The Company may assist the Customer with the loading and unloading of his/her luggage from the Passenger Vehicle, at the Company's sole discretion.
2.4.9. The Company accepts no responsibility for the loss or damage to any luggage which is transported in a Passenger Vehicle. The Customer acknowledges and accepts that any luggage stored in the Passenger Vehicle may move around during the journey and accordingly the Customer (and any Passengers) should take extra care when opening the luggage compartment of the Passenger Vehicle.
2.4.10. Passengers are required to comply with current customs laws and regulations and the Company shall not be responsible for any delays caused by any failure to comply with the same.
2.4.11. All Passengers are required to use seatbelts at all times.
2.4.12. The Company will allow unaccompanied children of 14 years of age or less to travel alone in a Passenger Vehicle at its own discretion. When booking a journey for any child less than 14 years of age the caller must inform the Company that a child will be travelling. The Company does not accept any additional responsibility for any child who travels unaccompanied in a Passenger Vehicle. Please note child seats are not a requirement in Private Hire Vehicles, and for this reason we do not enforce or provide these while undertaking a journey with us; you can bring your own seat, but this cannot be stored with the driver.
2.4.13. The Company reserves the right to refuse to transport any Passenger who behaves in a disorderly, threatening or abusive manner or who, in its absolute discretion, the Company considers a nuisance or a danger to its employees, agents, subcontractors or to fellow Passengers. The Company is committed to providing services in accordance with the Equality Act. The Company will do what it reasonably can to assist those who are not capable of boarding and alighting a Passenger Vehicle unaided.
2.4.14. The Company reserves the right to charge reasonable cleaning charges plus three hours loss of earnings for the driver at our normal hourly rate (£20 per hour) in the event of spillages or in the event that any Passenger vomits or otherwise soils or damages a Passenger.
2.4.15. Any dates, periods or times specified by the Company in connection with the performance of the Passenger Services are estimates only and time shall not be of the essence for the performance by the Company of its obligations under the Contract. The Company makes no warranty that the Customer or Customer’s goods or property shall be delivered within the Customer's stipulated time period (if any) and/or within any time period stated by the Company unless expressly agreed in writing by a director of the Company.
2.4.16. The Company shall not be responsible for any property left by Passengers in any Passenger Vehicle. If lost property is found in our vehicle, the passenger is responsible to arrange a pickup or delivery at their own cost. Any lost property will be stored by the Company for a period of 1 year and thereafter the Company shall be entitled to destroy or otherwise dispose of such property as it, in its absolute discretion, sees fit.
2.4.17. The Passenger shall be responsible for covering the cost of extra charges in the event of a delay being caused by a 3rd party (immigration or luggage claim queues, lost property or delays caused by the airport/airline used).
3. ACCOUNT SERVICES
3.1. Bookings and Charges
3.1.1. Prior to making any Booking for Account Services, the Customer must first open an Account with the Company.
3.1.2. When making any Booking for Account Services, the Customer must quote its Customer Account Number. If the Customer fails to do so, the Company shall not be obliged to perform the Account Services.
3.1.3. The Company shall be entitled to assume that any Booking made in accordance with this clause 3.1 is duly authorised by the Customer and the Customer shall be liable in respect of all Charges relating thereto.
3.1.4. In consideration of performance of the Account Services, the Customer shall pay the Charges, the administration fee, as invoiced by the Company, within 30 days of the date of an invoice (the "Due Date").
3.1.5. Payment shall be made by direct debit (which is the Company's preference) or alternatively by cheque, telegraphic transfer or BACS to such bank account as the Company shall notify the Customer.
3.1.6. The Company shall be entitled to charge an administration fee of up to 20% of the Charge unless otherwise agreed with the Customer.
3.1.7. The Company shall invoice the Customer each month in respect of the Account Services carried out for the Customer during the previous month or at such other intervals as may be agreed by the parties in writing. Each invoice will be accompanied by a statement detailing the Services invoiced.
3.1.8. In the event of non -payment of any Charges by the Due Date, the Company shall be entitled to charge and the Customer shall pay, interest at a rate of 0.5% per day on any amount outstanding until payment is made, both before and after any judgment.
3.1.9. The Company may, at any time, set a limit on the total credit given and due by any Customer at any one time and the Company shall not be obliged to provide Account Services once that limit has been reached. Any such limit shall be notified to the Customer in writing by the Company.
3.1.10. Any dispute in respect of the Charges shall be submitted, in writing, within 7 days of receipt by the Customer of the relevant invoice.
3.1.11. When an Account is terminated, by any means whatsoever, the Customer shall pay to the Company all outstanding Charges which are owed to the Company as at the date of termination.
3.2.
Passenger Services Clauses 2.3 and 2.4 of these Terms shall apply to all Passenger Services made in accordance with this clause 3 by an Account Customer.
4. MISCELLANEOUS
4.1. Where the Company has quoted a price, the quoted price shall be valid for 24 hours only or such other time as the Company may specify from time to time.
4.2. A maximum time of 20 minutes for normal bookings and 30 minutes for airport/port bookings will be allocated, after which time non-contact with Customer will classify the booking to be a “no-show”. For the purpose hereof, a “No-show” is defined as an event whereby a Customer (a) in case of address collection, fails to meet the driver on the agreed pick-up time at the agreed pick-up point; or (b) in case of airport/port collection, fails to meet the driver in the arrival hall within the allocated time.
4.3. The Company uses Google Maps to improve the Website user experience for our Customers. However, the Company does not assume any responsibility for the map accuracy, distance or time displayed by Google Maps. This is a third-party service. If the Customer wants to know the exact distance, the average time of a journey or other information displayed by Google Maps, they should call us on +44 208 7578 788 at the time and date of the booking.
4.4. The Company is committed to protecting the privacy of its Customers. The Company will only use the information that it collects about the Customers lawfully (in accordance with the Data Protection Act 1998). Information is collected for two reasons: first, to process the reservation, and second, to provide the Customer with the best possible service. The Company will not send out marketing e-mail in the future unless so consented by the Customer. The Company will give the Customer the chance to refuse any marketing email from the Company or from another trader in the future. The type of information the Company will collect about the Customer includes their name, address, phone number, email address and credit/debit card details. The Company will never collect sensitive information about the Customer without their explicit consent. The information held by the Company will be accurate and up to date. The Customer will be able to check the information held by the Company by emailing the same. If the Customer finds any inaccuracies, the Company will delete or correct it promptly. If the Company intends to transfer the Customer's information outside the EEA (European Economic Area), the Company will always obtain the Customer's consent first.
4.5. Our website uses cookies. A cookie is a small file of letters and numbers that we put on your computer if you agree. These cookies allow us to distinguish you from other users of our website, which helps us to provide you with a good experience when you browse our website and also allows us to improve our site. The cookies we use are “analytical” cookies. They allow us to recognise and count the number of visitors and to see how visitors move around the site when they are using it. This helps us to improve the way our website works, for example by ensuring that users are finding what they are looking for easily.
5. GENERAL
The following clauses apply to all Passenger Services including Account Services.
5.1. As a Private Hire Operator, are required to enter into a contractual obligation with the passenger to provide the journey which is the subject of the booking. These Terms shall be incorporated and form part of all Contracts for the provision of the Services by the Company to the Customer.
- 5.1.1. We as a London PHV operator are responsible for both accepting the booking as well as the provision of the journey.
- 5.1.2. The contract is created between us (London PHV operator) and the passenger for the booking as well as the provision of the transportation services.
- 5.1.3. Fares for the journey will be collected by the operator or collected by the driver on behalf of the operator, including arrangements where the driver acts as the agent for the operator in collecting fares.
- 5.1.4. Only the operator can cancel a booking with a passenger.
- 5.1.5. Any liability in relation to the transportation services belongs to the operator.
5.2. The Customer shall be liable for any damage caused by Passengers to any Passenger Vehicle.
5.3. Any complaints relating to the Services shall be addressed to the Company and made in writing within 7 days of the event giving rise to the complaint. In case of serious incidents, customer can make a complaint to Transport for London. I case of emergencies always contact emergency services by calling 999 or 101.
5.4. Termination of this Contract shall be without prejudice to any rights and/or obligations of the Company and/or the Customer accruing prior to the date of such termination.
5.5. Any notice required or permitted to be given by either party to the other under these Terms, shall be in writing and may be given personally or sent by fax or by prepaid registered post to the other party at its registered office or principal place or business or such other address as may at the relevant time have been notified as that party’s address for service. Any notice sent by facsimile shall, in the case of a facsimile sent before 5.30 pm on a Business Day, be deemed served on receipt of a successful transmission notice and, in the case of a facsimile sent after 5.30 pm on a Business Day, at 10 am on the next following Business Day. Any notice served by registered post shall be deemed served 48 hours after posting to an address in the United Kingdom or 5 Business Days after posting to an address outside the United Kingdom. In proving the service of any notice, it will be sufficient to prove, in the case of a registered post letter to provide proof of delivery and, in the case of a facsimile, that such a facsimile was duly despatched to a current fax number of the addressee by providing a confirmation of fax dispatch report.
5.6. A person who is not a party to any Contract shall not have any rights under or in connection with it.
5.7. The Company reserves the right to amend these Terms at any time upon written notice to the Customer. Notice of non-material amendments to these Terms shall be posted on the Company's website.
5.8. The use by the Customer of the Company’s website is also governed by the Website Acceptable Use Policy. It is advisable that the Customer takes the time to read these, as they include important terms and conditions which apply to the Customer for any services provided by the Company.
6. CANCELLATION AND AMENDMENTS
6.1. Customer can cancel the booking at any point before pickup. Refund for the cancellation depends on if the booking is cancelled before or after the deadline. If the booking is cancelled before deadline, customer receives full refund. If the booking is cancelled after deadline, customer receives no refund. The cancellation deadline is mentioned in booking confirmation email.
6.2. Customer can amend address, vehicle, date or time before deadline. After the deadline has passed, company will not be able to make any changes. This deadline is mentioned in booking confirmation email.
6.3. Amending address, vehicle date or time may cause the change in price.
6.4. If amendments cause change in price and new price is more then the actual price, customer is required to make a additional payment before the changes are confirmed by company for card / paypal bookings.
6.5. If amendments cause change in price and new price is more then the actual price, customer is required to agree to a new price before the changes are confirmed by company for cash booking.
6.6. Company has a right to amend / upgrade the vehicle where your requested vehicle is not available. However, company will ensure that the amended / upgraded vehicle is suitable for the journey. For example, if customer has booked Saloon vehicle and Saloon vehicle is not available, company will upgrade the vehicle to Estate, MPV or Executive.
7. CHARGES AND FEES
7.1. Waiting Time Fees
Non-Airport pickup address
0-10 minutes = free of charge
After 10 minutes = £5 per 15 minutes for Saloon, Estate & MPV. £7.50 per 15 minutes for Executive & Minibus
Airport pickup address
0-20 minutes = free of charge
After 20 minutes = £5 per 15 minutes for Saloon, Estate & MPV. £7.50 per 15 minutes for Executive & Minibus
7.2. Other Charges
Diversion or stop on the way = Charge per extra miles plus £5 for each additional stop.
Credit/Debit card payment fee = £0.00
7.3. Travelling with Pets within the Vehicle
Transport for London enforces that all licensed London minicabs offer their services to guide dog users without extra charging them. If a company or a driver has refused to undertake a journey or has charged you extra because of a guide dog, you can report them directly to the Transport for London. This applies to accredited assistance dog users only.
Pets are allowed within certain vehicles only, so it would be ideal to pre-book such a requirement. We apply a flat £10.00 charge (or more, depending on special circumstances) for such occurrences and the pet must travel within a safe cage or secure safety lease/harness while in transit (this is a law requirement).
Please note child seats are not a requirement in Private Hire Vehicles, and for this reason we do not enforce or provide these while undertaking a journey with us; you can bring your own seat, but this cannot be stored with the driver. For more information please visit https://www.gov.uk/child-car-seatsthe-rules/when-a-child-can-travel-without-a-car-seat