1.0 Definitions
1.1The "service provider" is ALPHA CARS.
1.2The "customer" is the person who accepts any offer of service.
1.3The "passenger" is the person travelling, or, in the case of a group of people, the person named on the booking form.
1.4The "service" is the transportation service that the service provider and the customer agrees.
1.5The "booking form" is the document which outlines details of the booking and comprises part of the email or paper acknowledgement sent to the customer confirming the service.
1.6The "booking confirmation" is the email or paper copy sent to confirm the booking.
1.7The "booking" is the request for transportation from the customer.
1.8It should be noted that this document outlines the conditions relevant to both local transfers and to executive and airport transfers. This document clearly distinguishes between the two divisions and individual terms can be viewed in their relevant section.
2.0 Pricing Structure
2.1Prices for the service are published through various communication channels. The service provider adheres to pricing matrices, with master copies held at its operational headquarters. These are available upon request and represent the current, fixed pricing structures.
2.2Prices may change without notice, except for account customers with agreed pricing structures, which may only be amended by negotiation with 30 days' notice.
2.3Any changes to the service may result in price adjustments to reflect additional costs incurred by the service provider.
2.4For long-distance travel to UK destinations outside the service provider's operational area, customers must contact ALPHA CARS for a quotation. Initial prices are estimates and not fixed until the booking is confirmed.
2.5Special rates apply on public and bank holidays. Customers must contact the service provider for details of applicable rates, which may change.
3.0 Booking Methods
3.1Booking requests may be made by telephone, email, or the enquiry form on the ALPHA CARS website (www.alphacarsph.co.uk).
3.2At the time of booking, the customer must provide all requested information. Special requirements must be discussed and agreed with the service provider during booking.
3.3Upon receiving booking confirmation via any method listed above, the customer is deemed to have accepted these terms and conditions. Customers are expected to thoroughly review the booking email and confirmation text. Errors due to customer oversight (e.g., incorrect dates, times, or flight details) may incur additional charges. This is particularly relevant for night flights, where takeoff and landing dates may differ.
3.4 Cancellations
3.4.1Cancellations must be made with more than 24 hours' notice before the scheduled pickup time to qualify for a refund.
3.4.2Cancellations made with less than 24 hours' notice are chargeable at the full fare, as the vehicle and driver will have been allocated to the booking.
3.4.3Failure to be present at the pickup point at the scheduled time, and/or failure to respond to the driver or office after reasonable attempts to make contact, will be treated as a no-show and charged at the full fare.
3.4.4If incorrect booking information is provided by the customer (including wrong dates, times, addresses, or flight details) and the service cannot be completed as a result, this will be treated as a customer-caused cancellation and charged at the full fare.
3.4.5Amendments to bookings made within 24 hours of the scheduled pickup time may not be accepted. If the service provider cannot accommodate the requested change, the amendment will be treated as a cancellation and charged at the full fare.
3.4.6Refunds, where applicable, will only be issued to the original payment method.
3.5The customer must ensure they are contactable on the telephone number provided at the time of booking. Failure to respond to contact attempts may result in the booking being treated as a no-show.
4.0 Waiting Time
4.1For airport arrivals, one hour of free waiting time is provided from when the plane lands, as provided from the tracking systems.
4.2Waiting time is charged at £5.00 per 15 minutes or £20.00 per hour for vehicles licensed to carry up to four passengers.
4.3The same waiting time rates apply for vehicles licensed to carry more than four passengers.
4.4The service provider will make every effort to locate the customer at the airport. Customers must keep the mobile phone used for booking switched on and respond to all calls, text messages, or WhatsApp messages from the driver.
4.5The driver may leave the pickup point after reasonable efforts to locate the customer, defined as a maximum of two hours after the flight lands or one hour after baggage delivery.
4.6Text notifications or callbacks are available upon request at booking but may incur costs from the customer's phone service provider.
5.0 Airport Pickups & During the Journey
5.1The service provider may refuse to transport any person deemed to be under the influence of alcohol or drugs or whose behaviour poses a threat to the driver, other passengers, or the vehicle.
5.2The lead customer named on the booking form is responsible for the behaviour of all passengers.
5.3If a passenger soils the vehicle, the customer will be invoiced £150.00 for cleaning costs and liable for the driver's loss of earnings while the vehicle is unfit for use.
5.4Eating and drinking in the vehicle are prohibited unless items are provided by the service provider.
5.5Smoking is strictly prohibited in licensed vehicles by drivers and passengers, as required by law.
5.6The driver will not carry more passengers than the vehicle's licensed capacity and will refuse requests to do so.
5.7Airport collection instructions and airport pick-up points for Heathrow and Gatwick terminals are provided in the booking confirmation and related customer information.
5.8The driver may terminate the journey if passenger behaviour becomes unsafe, abusive, or prevents the driver from operating the vehicle safely. The full fare will remain payable.
5.9Any damage caused to the vehicle by a passenger, including damage to interior trim, fixtures, or equipment, will be chargeable to the customer. Charges will include repair costs and the driver's loss of earnings while the vehicle is unavailable for use.
6.0 Force Majeure
6.1Neither party will be liable for delays or failure to perform obligations due to force majeure.
6.2In cases of force majeure, neither party is entitled to compensation for costs or expenses incurred.
6.3The service provider will strive to minimise inconvenience, but circumstances beyond its control may prevent service delivery. Examples of force majeure include:
- Motor accidents causing traffic delays
- Restricted vehicular access or roadworks
- Exceptional or severe weather conditions
- Compliance with legal requests
- Ash clouds or other natural phenomena
- Industrial action
- Vandalism or terrorism
- Delays caused by other customers
- Extraordinary flight status changes
6.4The service provider will use reasonable efforts to ensure vehicles arrive on time but accepts no liability for delays or consequential losses due to causes beyond its control.
7.0 Dispute
7.1These terms and conditions are governed by English law. Both parties agree to the exclusive jurisdiction of English courts for any disputes or claims arising from this agreement.
7.2No condition in this agreement affects the statutory rights of the customer or service provider.
7.3The service provider has a complaints procedure, which both parties should follow to resolve disputes satisfactorily.
8.0 Conveyance of Children
8.1UK law exempts taxis and private hire vehicles from requiring baby seats, child seats, or boosters. ALPHA CARS can provide these seats for private hire vehicles upon request at no extra charge.
8.2Customers are responsible for ensuring appropriate equipment for their child's travel, including requesting seats from ALPHA CARS. If customers provide their own seats, ALPHA CARS will store and return them for the return journey.
8.3Car seats may be requested but are not guaranteed to be available on the day of travel. All car seats are supplied strictly on a first-come, first-served basis and may not be available at the time of the journey.
8.4It is not a legal obligation for ALPHA CARS to provide a child car seat whenever a child is travelling. Parents and guardians remain fully responsible for ensuring that any child travelling complies with all applicable child-safety laws.
8.5ALPHA CARS accepts no liability for the unavailability of a car seat, regardless of whether one was requested at the time of booking. Responsibility for a child's safety and legal compliance rests solely with the parent or guardian.
9.0 Lost Property
9.1Property found in a vehicle will be returned to the service provider's management team at its operational headquarters.
9.2If a customer claims to have left property in a vehicle but it cannot be located, the service provider accepts no responsibility for the loss or replacement.
9.3Customers are responsible for arranging the return or collection of found property with the service provider.
10.0 Miscellaneous
10.1ALPHA CARS does not typically subcontract work to third parties, except in exceptional circumstances.
10.2ALPHA CARS may amend these terms and conditions at any time by posting changes online. Customers should review them regularly. Existing bookings remain subject to the rates applicable at the time of booking.
10.3The service provider will store, process, and use personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal data will only be used for the purposes of managing bookings, providing transportation services, and meeting legal or regulatory obligations. Data will not be shared with third parties except where required by law or where necessary to deliver the service.
11.0 Responsibilities and Liabilities
11.1The service provider's contract of conveyance begins when passengers enter the vehicle and all doors are closed. Customers must ensure all luggage is loaded before departure. Forgotten items requiring the driver to return to the departure point will incur charges.
11.2The contract terminates when all passengers have exited and moved away from the vehicle. Customers must ensure they have all belongings before the vehicle departs. Returns for forgotten items will incur additional charges.
11.3During the contract of conveyance, passengers are covered by the vehicle's motor insurance policy.
11.4Passengers requesting driver assistance to enter or exit the vehicle do so at their own risk, as drivers lack public liability insurance, which is not legally required.
11.5Passengers must ensure the driver's actions do not pose a risk of injury beyond the service provider's conveyance responsibilities.
11.6The service provider is not liable for damage to passengers' personal property during loading, unloading, or the journey. All property is conveyed at the passenger's risk and is not covered by the service provider's insurance.
11.7Passengers may refuse driver assistance if they believe it risks injury or property damage.
11.8If a passenger accepts driver assistance, the driver is not liable for personal injury or property damage claims.
11.9The service provider complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. In disputes involving a driver, customers, passengers, or third parties must obtain the driver's contact details directly. The service provider will assist with vehicle identification only for claims related to the vehicle's insurance policy and not after the contract of conveyance has ended (see sections 11.1 and 11.2).
11.10Drivers are not permitted to enter a customer's personal property, even when assisting, and will refuse such requests.
11.11The service provider is not liable for any indirect, consequential, or economic losses arising from the service, including but not limited to missed flights, missed connections, accommodation costs, loss of earnings, or additional travel expenses. The service provider's liability is strictly limited to the cost of the journey booked.
