Version 1.2
Last Revised on 20/11/2022
The agreement is drafted on the basis that it is governed by English law.
Please note references to “us”, “we”, “the company”, or “our” refers to Clock Cars Limited. References to “the customer(s)”, “you” or “your” refers to the Booker and or Passenger.
By accessing or using our Services, you confirm your agreement to be bound by these Booking Terms. If you do not agree to these Booking Terms, you may not access or use the Services. Clock Cars Limited reserves the right to alter/change the Booking Terms as and when required.
To use our Services, you must register for and maintain an active personal user Account. To acquire an Account you must be at least 18 years of age and your chosen method of payment must be registered to no one other than yourself.
To successfully register an Account you must submit some personal information, this may include your name, contact mobile phone number, email address, as well as a valid payment method. By accessing or using our Service you agree to maintain true, precise, complete, and current information in your Account. You are liable for all activity that takes place under your Account including booked journeys, cancelled trips, payments etc. You are responsible for the security and confidentiality of your Account username and password at all times and as a result, you are held liable for all transactions that take place via your Account. You may only possess one Account.
You agree that we may contact you by email, telephone or text message(s) at any of the contact details provided by you or a third party on your behalf in relation to an Account, including for marketing purposes. By using our Service you agree that we can contact you at any time before, during or after your journey. You understand that you are not required to provide this consent as a condition of purchasing any goods or services.
Responsibility in relation to fulfilling transportation service belongs to the operator, therefore passengers must direct all communication in regard to their bookings to us. Making bookings with drivers is illegal and is strictly prohibited.
The Operator is principal, for the purposes of Regulation 9(14) of the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000 (as amended), and acknowledges its responsibility to the Customer in accepting the booking and provision of the journey.
- Prices
1.1 Fares
The customer agrees to make a fare payment to the company in consideration of the provision of a private hire booking and journey. The Fare can be collected by the driver on behalf of the company.
1.2 The pricing works on a fixed basis for all booking types whether via telephone, online portals including APPs, live chat, email or in person – Your final fare will be displayed on the Driver App!
1.3 Your fare may exceed the quoted/estimate as this is merely a general fare guide– traffic, route selection, diversions, tolls, congestion charge (where applicable) and other such key factors may determine your final fare which is payable in full.
1.4 The price you have been quoted includes one transfer from the pickup point to your destination. Your Fare has been quoted based on a route which is widely used by our fleet. If you decide to opt for an alternative route the Fare is subject to change which also includes any additional stops or vehicle upgrades.
1.5 Any deviations on the journey will be charged as extras and will need to be agreed upon by us – a variation needs to be agreed on by email or via telephone. A variation sent via the Booking comments will not be sufficient.
1.6 We reserve the right to change prices as we see fit.
- Waiting time & Parking Charges
2.1 Waiting time at the collection address or at the Airport
If you are later than expected there will be waiting time charges applicable.
Waiting time is chargeable at 0.34pence per minute
Example
Collection pre-booked for 13:00 pm
Driver Waiting time at collection for 30 minutes
How is my new fare calculated?
Driver Waiting time charge 30(Mins) x 0.34(pence per min) = £10.00
The New Fare will include an additional £10.00
You are liable for any delays caused due to lost baggage, customs hold-ups or other delays. A flight delay will be tracked and is not considered as a chargeable delay. You can make contact by calling the driver directly (please look out for the driver Arrival SMS). Alternatively, call our 24hr line on 02082082000.
2.2 Parking charges
If there are parking charges applicable at your collection address, then this cost will need to be paid on top of the fare.
The parking charge at the airport is inclusive of the Fare only up to a maximum of a £7 parking ticket – if this is exceeded then the passenger is liable to pay for the difference.
This varies for Luton / Stansted and City Airport Premium meet and greet services where if parking charges exceed £10 you pay the difference (£15 parking ticket – £10 = £5 extra to be paid on top of Fare)
2.3 Airport Pick-Up Time
We will aim to pick you up at the Estimated Pick Up Time specified by you. The Estimated Pick Up Time is calculated as follows; Flight Arrival time + Pick up Time (after arrival/landing)
Example
Flight Arrival Time is 04:00pm + selected Pick up Time (after arrival/landing) 45 minutes, which means your actual Estimated Pickup time will be 04:45pm
2.4 Additional waiting time will be chargeable at £20 per hour but this does not include flight delays. For all value express pickups we are only able to offer a 10-minute window for swift collections.
2.5 Flight arrival times are referenced from the public websites of each respective airport we service.
2.6 If you are going to the airport you have 5 minutes of free waiting time from your place of collection for the time specified.
- Vehicle option
3.1 We will provide you with at least your minimum choice of vehicle option. 3.2 Our fleet of actual vehicle models may differ from those illustrated on the website or app.
3.3 All vehicle class changes will result in additional charges. Fares are based on passenger and baggage capacity combinations.
In the event, a driver fits your luggage in a smaller vehicle than what was required you are liable to pay the larger vehicle’s Fare
Example
You pre-booked a Saloon Car
A Saloon Car is dispatched
Your luggage is excessive and suitable for an Estate/MPV Car
Option 1- You are required to pay a cancellation fee whilst your larger vehicle is ordered (Fee 50% of the Fare)
Option 2 – You and the driver decide to continue with the current car you are liable to pay the Fare for a larger car
- Vehicle capacity
4.1 The passenger and baggage capacity of each vehicle type is clearly listed on the website. It is your responsibility to ensure that the vehicle option you have chosen meets your transfer needs. If in doubt, please call or email us at info@clockcars.co.uk with any specific questions before making your booking.
- Refusal
5.1 The driver has the right to refuse any passenger he/she feels may be a threat or danger to him/herself.
5.2 The company has the right to refuse or cancel a booked transfer at any point in time. Whilst we aim to support all customers there are instances which result in matters beyond our reasonable control such as adverse weather conditions, fuel shortages, driver supply, and road closures impacting a safe collection
- Responsibility
6.1 The Material on this site is provided as general information only and does not constitute the acceptance of any booking arrangements made. We accept no responsibility for any loss incurred.
6.2 Furthermore we do not accept responsibility for any loss financial, professional, missed connection times, flights, trains for the driver being late due to adverse weather or traffic conditions including road traffic accidents/closures. The same applies to incorrect booking information supplied by the customer or persons booking.
6.3 We are not liable for business losses. App(s)/Website(s) Services are provided only for private use. If you use App(s)/Website(s) Services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, loss of revenue, business interruption, or loss of business opportunity (whether or not such loss could be reasonably expected to flow from our negligence or breach of these Terms).
6.4 If we are liable to you in connection with the Booking Service or passenger transport, its liability, insofar as is permitted by law, will be limited to an amount equal to the value of your booking.
- Cancellations
7.1 Cancellations made up to 4 hours before your pickup date and time are free of charge. You can cancel a booking by going into ‘My Bookings’ on your app or call through to our call centre to cancel a booking.
7.2 Cancellations made less than 4 hours before your pickup date and time will be charged at 100%. You MUST call us (do not email) on +442082082000 if you wish to cancel less than 4 hours before the Pick-Up time.
7.3 In an event that there has been no contact with your in 30 minutes (at Airport Pick up 60 minutes after landing) you will be deemed a “No-Show” and will be subject to a 100% charge.
7.4 If you paid using the app, stripe or bank transfer, we will normally provide refunds for cancellations immediately but in some cases, it may take us up to 21 days.
- Booking Errors
8.1 If Booking Errors have been made and we have not been informed by telephone within 24 hours of the erroneous booking, then you agree to take full responsibility for our costs and any payment already made will be used to cover our costs.
8.2 You may inform us by email (info@clockcars.co.uk) if your pickup time is more than 24 hours away. You agree to call us on +442082082000 if your booking is in less than 24 hours.
8.3 We will not accept responsibility for booking errors if you do not inform us using the proper method stated in 8.2.
- Changes
9.1 If you require a change to your pickup date and/or time or location, please call us on +442082082000.
9.2 We will not accept responsibility for booking changes if you do not inform us using the proper method stated in 9.1.
9.4 You agree to keep us up to date on your itinerary, especially if you know your flight is going to be delayed or if you have a change in the flight number. This will ensure the driver is able to meet and greet you in the right location/time and terminal. Always quote your booking reference when contacting us.
- Meeting point
11.1 You agree to meet us at Our designated meeting point in the arrivals terminal building. Our driver will contact you on arrival to arrange a meeting point.
- Baggage
12.1 You are responsible to load and unload your baggage onto the private hire vehicle(s). We cannot be held responsible for the loss or damage of your goods. You are responsible for your luggage and goods at all times. The drivers may assist you at their discretion, however, you agree that you will not hold the driver liable for any loss/damage to baggage or any items in/out of your baggage.
12.2 It is your responsibility to select the correct vehicle type to meet your baggage needs at the time of booking; the luggage capacity information or imagery shown is merely a guide and we do not accept responsibility if items cannot fit for any clarification you must call the office directly on the number provided.
12.3 We will not carry luggage on seats and must be stowed in the rear boot of the vehicle.
12.4 We do not accept responsibility for any claims related to the loss or damage of goods and luggage whilst in transit or post-transfer.
- Infant, Child and Booster seats
13.1 We do not provide a child seat. Under UK law, you are not required to use a child seat in a private hire vehicle such as ours (more info here).
- Zero tolerance on abuse
14.1 We reserve the right to refuse to transport or cease to transport any Passenger who behaves in a disorderly, threatening or abusive manner or who, in our absolute discretion, we consider a nuisance or a danger to our employees, agents, subcontractors or to fellow Passengers and may require such a Passenger to alight from a Passenger Vehicle and the Customer may be charged a Cancellation Fee. We are committed to providing Services in accordance with the Equality Act 2010. We may assist any Passenger who is not capable of boarding and alighting a Passenger Vehicle unaided, at our sole discretion but at the Passenger’s risk.
14.2 We will prosecute any persons who intentionally cause damage to the vehicle or verbally abuse the driver.
- Delays
15.1 We shall not be liable to the Customer or be deemed to be in breach of these terms by reason of any delay in performing any of our obligations.
15.2 We shall not be liable to the Customer or be deemed to be in breach of these terms by reason of any failure to perform any of our obligations under these terms if the delay or failure was due to any circumstances or cause beyond our reasonable control.
- Soiling Charge
16.1 The driver can charge the customer a soilage charge of up to £90 for soiling that requires the private hire vehicle to be taken out of service for cleaning as per TFL guidance.
16.2 The customer shall compensate the Company against all losses, costs, damages and expenses arising from any act or omission of any passenger in their party
- Complaints Procedure
17.1 If you have a reason for complaint, please provide full details by emailing (info@clockcars.co.uk) or by contact us form on our website. We aim to respond to all complaints within 5 to 7 working days.
Business Accounts
- Payments
18.1 All invoices must be paid within 30 days of their issue date.
18.2 Invoices which remain unpaid past the credit term are subject to a late payment fee of £12 plus 5% per calendar month until the payment has been received in full.
18.3 You are not entitled for any reason to withhold payment of monies due to us.
- Credit Limits
19.1 Your account will be subject to a pre-defined credit limit. (Credit limit is the total amount outstanding on your account as unpaid at any point in time.
19.2 At anytime during the lifetime of this account, we may increase or decrease the credit limit as we see fit.
19.3 We may refuse to provide service in the event of this limit being exceeded.
- Account Security
20.1 You will have the option to protect your account with a secure password/ Security phrase.
20.2 You must quote the security phrase on all bookings.
20.3 We do not accept responsibility whatsoever when a security phrase is used by unauthorised personnel or for an unauthorised purpose.
20.4 We will refuse service if the security phrase is not quoted on all bookings.