Terms & Conditions

Unless otherwise stated:

“Booking”

means a reservation for transportation services accepted by us.

“Customer, you or your”

means the person making the Booking and/or any passenger travelling under the Booking.

“Operator, we, us or our”

means THE LONDON WAY GROUP LTD trading as THE LONDON WAY TRANSFER.

“Driver”

means an appropriately licensed private-hire driver carrying out a Journey on behalf of the Operator.

“Vehicle”

means the private-hire vehicle allocated to a Booking.

“Journey”

means the transportation service specified in the confirmed Booking.

“Fare”

means the price confirmed for the Journey, including any agreed extras.

“Booking Reference”

means the reference number issued for a confirmed Booking.

• 2.1 The website and other booking channels provide information about our Services and constitute an invitation to customers to make a Booking.
• 2.2 A Booking request made by you constitutes an offer to purchase the Services.
• 2.3 A contract is formed when THE LONDON WAY GROUP LTD accepts the Booking and provides a Booking confirmation.
• 2.4 The contract for the transportation service is between the Customer and THE LONDON WAY GROUP LTD trading as THE LONDON WAY TRANSFER.
• 2.5 Where we use another appropriately licensed driver or vehicle to fulfil a Booking on our behalf, the Operator remains responsible for the transportation service, subject to these Terms and applicable law.
• 2.6 We may decline a Booking where reasonably necessary, including where the requested Journey cannot lawfully or safely be provided.

Bookings may be made through:

• Our website
• Telephone
• WhatsApp
• Email
• Online booking systems
• Other authorised booking channels

We take reasonable care when accepting telephone and WhatsApp bookings to ensure that booking information is recorded accurately.

Customers are responsible for checking their Booking confirmation and notifying us promptly if any information is incorrect.

4.1 We will send a Booking confirmation by email or another agreed communication method where valid contact details have been provided.

4.2 The confirmation may include:

• Booking Reference
• Customer name
• Pickup location
• Destination
• Date
• Pickup time
• Flight number
• Number of passengers
• Luggage
• Vehicle category
• Fare
• Payment status
• Meeting instructions

• 4.3 Customers should check all Booking details carefully.
• 4.4 We cannot be responsible for errors caused by incorrect information supplied by the Customer.

• 5.1 Changes to a pre-booked Journey should normally be requested at least 8 hours before the scheduled pickup time.
• 5.2 Changes requested less than 8 hours before pickup are subject to availability and confirmation.
• 5.3 We will make reasonable efforts to accommodate requested changes but cannot guarantee that changes will be possible.

5.4 Changes to:

• Pickup location
• Destination
• Number of passengers
• Luggage
• Vehicle
• Date
• Time
• Flight
• Additional stops

may result in a revised Fare.

5.5 A significant change to the original Journey may be treated as a new Booking.

• 6.1 Prices are based on the information provided at the time of Booking.
• 6.2 We reserve the right to update our published prices from time to time. Any new prices will apply to future Bookings.
• 6.3 Once a Booking has been confirmed, the agreed Fare will normally remain fixed unless the Customer requests a change or additional services.
• 6.4 If an obvious pricing or technical error has resulted in an incorrect quotation, we may contact the Customer before the Journey.
• 6.5 Where a genuine pricing error has occurred, we will provide the Customer with the correct price and allow the Customer to decide whether to proceed or cancel.
• 6.6 We will not use a pricing-error clause to make arbitrary increases to an otherwise correctly quoted and confirmed Fare.

• 7.1 Customers are responsible for selecting a Vehicle capable of carrying the number of passengers and amount of luggage included in their Booking.
• 7.2 Vehicle capacity information will be displayed during the Booking process where available.
• 7.3 Passenger capacity includes children unless otherwise stated.
• 7.4 If the number of passengers or luggage exceeds the capacity of the selected Vehicle, we may need to arrange a larger Vehicle, subject to availability and any applicable additional Fare.
• 7.5 Where the selected Vehicle is unavailable for operational reasons, we will endeavour to provide an equivalent or higher-category Vehicle where reasonably possible.

• 8.1 Smoking and vaping are prohibited in all our Vehicles.
• 8.2 Passengers must wear seat belts where required by law.
• 8.3 Passengers must follow reasonable safety instructions given by the Driver.
• 8.4 Passengers must not behave in a threatening, abusive, violent, dangerous or seriously disruptive manner.
• 8.5 Passengers must not interfere with the Driver while the Vehicle is moving.
• 8.6 Consumption of alcohol may be refused where it creates a safety, behavioural or legal concern.
• 8.7 A Driver may refuse to carry or may end a Journey where a passenger's behaviour creates a serious safety risk, subject to applicable law.
• 8.8 We are committed to providing Services in accordance with applicable equality and accessibility legislation.

• 9.1 We do not normally accept unaccompanied children under 11 years of age.
• 9.2 Passengers aged 11 or over may only travel unaccompanied where this has been specifically agreed with us in advance.
• 9.3 The Customer must inform us at the time of Booking if an unaccompanied minor will be travelling.
• 9.4 We do not provide a dedicated unaccompanied-minor service unless expressly agreed in writing.

• 10.1 Customers must provide accurate luggage information when Booking.
• 10.2 Luggage must be capable of being safely carried in the selected Vehicle.
• 10.3 Oversized or specialist items must be declared in advance.

Examples include:

• Bicycles
• Wheelchairs
• Golf equipment
• Sports equipment
• Musical instruments
• Large boxes
• Excessive luggage

• 10.4 We may refuse luggage that cannot safely or legally be transported.
• 10.5 Customers remain responsible for their personal belongings and should ensure that luggage is properly secured.
• 10.6 Drivers may assist with loading and unloading luggage where reasonably possible, but passengers remain responsible for their belongings.

• 11.1 Child seats must be requested at the time of Booking.
• 11.2 Availability depends on the type of seat required and Vehicle availability.
• 11.3 Customers must provide accurate information about the child where necessary to select an appropriate seat.
• 11.4 Customers remain responsible for ensuring that children are properly secured.

• 12.1 Customers must inform us before Booking if they wish to travel with a pet or other animal.
• 12.2 Domestic animals must normally be transported in an appropriate carrier or suitably restrained.
• 12.3 We may require an appropriate pet-friendly Vehicle where applicable.
• 12.4 Assistance dogs and other assistance animals will be accommodated in accordance with applicable law.
• 12.5 We will not refuse an assistance animal contrary to applicable legal requirements.

• 13.1 Customers are responsible for damage caused to a Vehicle by themselves or passengers travelling under their Booking where the damage results from unreasonable or deliberate behaviour.
• 13.2 Where a passenger spills liquids, vomits, soils or otherwise contaminates a Vehicle, reasonable cleaning charges may apply.
• 13.3 Where substantial cleaning or repair is required, we may recover reasonable costs actually incurred.
• 13.4 Any such charge will be proportionate to the reasonable cost of cleaning or repairing the Vehicle.

14.1 We may use navigation and mapping systems to determine a suitable route.

14.2 The Driver may select an alternative route based on:

• Traffic
• Road closures
• Accidents
• Diversions
• Weather
• Road restrictions
• Safety
• Current road conditions

• 14.3 Customers may request a particular route where reasonably possible.
• 14.4 Additional charges may apply where a requested route materially increases the Journey distance or time, where this is disclosed or agreed.

• 15.1 Additional stops should be requested at the time of Booking wherever possible.
• 15.2 Additional stops may incur additional charges.

15.3 Our standard additional-stop pricing may be:

• Additional pickup: £1.20 per additional mile plus a £5 diversion charge.
• Additional drop-off: £1.20 per additional mile plus a £5 diversion charge.
• Airport terminal pickup: an additional £5 parking charge may apply where applicable.

• 15.4 The actual charge will be confirmed before the additional service is accepted where reasonably practicable.
• 15.5 If the online system has calculated an incorrect price because of a technical or address-selection issue, we will contact the Customer before confirming the revised price.

• 16.1 Customers should provide the correct flight number when booking an airport arrival transfer.
• 16.2 Where a valid flight number has been provided, we may use flight information services to monitor the flight.
• 16.3 Flight monitoring depends on the availability and accuracy of third-party flight information.
• 16.4 Customers should keep their mobile phone available after landing.
• 16.5 Meeting-point instructions will be provided in the Booking confirmation or by our team.

• 17.1 Airport pickups include up to 60 minutes of waiting time from the time the flight actually lands where a valid flight number has been supplied, and otherwise from the arrival time on the Booking. Cruise-port pickups include up to 60 minutes of waiting time from the pickup time on the Booking. Different terms apply only where they are stated in the Booking.
• 17.2 Where a valid flight number has been supplied, flight delays will normally be monitored where reasonably possible and will not normally result in waiting charges solely because the flight itself was delayed.
• 17.3 If a Customer at an airport or cruise-port pickup needs more time than the included waiting period, they should contact us. The Driver will stay, and the additional waiting is charged at £5 per 15 minutes.
• 17.4 Home, hotel, office and other non-airport pickups include 15 minutes of waiting time from the scheduled pickup time.
• 17.5 The same applies to non-airport pickups: a Customer who needs more time than the included waiting period should contact us, and the Driver will stay, with the additional waiting charged at £5 per 15 minutes.
• 17.6 Waiting charges will be communicated where reasonably practicable.

• 18.1 Customers should notify us as soon as possible if their flight is cancelled, diverted or significantly delayed.
• 18.2 If a flight is delayed and a valid flight number was provided, we will make reasonable efforts to adjust the pickup time.
• 18.3 If a flight is cancelled or diverted, the Customer should contact us before leaving the airport.
• 18.4 Additional arrangements may be subject to availability and applicable charges.

• 19.1 A Booking is treated as a No-Show if, by the end of the included waiting period, the Customer has not attended the agreed pickup location, has not contacted us, and cannot reasonably be contacted.
• 19.2 For airport arrivals, the Driver will wait for up to the included airport waiting period, measured as set out in section 17.1, subject to the specific Booking arrangements.
• 19.3 Customers should contact us immediately if they cannot locate their Driver.
• 19.4 If the Customer leaves the designated meeting area without contacting us, the Booking may be treated as a No-Show.
• 19.5 Incorrect dates, times, flight numbers or other materially incorrect information supplied by the Customer may result in the Booking being treated as a No-Show where the error prevents the Journey from being provided.
• 19.6 A No-Show is charged the full Fare and is non-refundable, subject to applicable law.

• 20.1 Customers may cancel a Booking by contacting us by email, telephone or another authorised booking channel.
• 20.2 A Booking may be cancelled or amended free of charge up to 12 hours before the scheduled pickup time, and any amount already paid for a cancelled Booking is refunded in full, unless different cancellation terms were clearly stated during the Booking.
• 20.3 If a Booking is cancelled less than 12 hours but at least 6 hours before the scheduled pickup time, 50% of the Fare is charged.
• 20.4 If a Booking is cancelled less than 6 hours before the scheduled pickup time, the full Fare is charged and no refund is given.
• 20.5 Amendments requested less than 12 hours before the scheduled pickup time will be made where reasonably possible. If an amendment changes the Fare, we will confirm the new Fare with the Customer before making it.
• 20.6 We may consider exceptional circumstances fairly.

20.7 Nothing in this section limits any statutory rights that cannot legally be excluded.

21.1 Refunds may be available where:

• A qualifying cancellation is received within the applicable cancellation period;
• We cancel the Booking and cannot provide a suitable alternative;
• A refund is otherwise required by law;
• We agree to a refund following review of the circumstances.

• 21.2 Once the transportation service has been completed, the Fare is normally non-refundable.
• 21.3 If a passenger chooses not to use a confirmed service after the Journey has commenced, no refund will normally be provided.
• 21.4 Refunds will normally be made to the original payment method.
• 21.5 Processing time may depend on the relevant bank or payment provider.

Payment methods may include:

• Online credit/debit card
• Payment link
• Cash to Driver, where available
• Card payment to Driver, where available
• PayPal, where available
• Other payment methods displayed during Booking

• 22.1 Payment methods available for a particular Booking will be shown at the time of Booking.
• 22.2 Any payment surcharge will be displayed before payment is completed and will comply with applicable law.
• 22.3 We may use third-party payment providers.
• 22.4 We do not store complete payment-card details.

• 23.1 To protect Customers and our business against fraud, certain online bookings may be subject to verification.
• 23.2 We may request reasonable additional information to verify a Booking or payment.
• 23.3 We may cancel or decline a Booking where there are reasonable grounds to suspect fraud, payment abuse or another security concern.
• 23.4 Any personal information collected for verification will be handled in accordance with our Privacy Policy and applicable data-protection law.

• 24.1 We will make reasonable efforts to provide the Vehicle category selected at Booking.
• 24.2 Circumstances may occasionally require a replacement Vehicle.
• 24.3 Where reasonably possible, a replacement will be of an equivalent or higher category at no additional cost.
• 24.4 Drivers will be appropriately licensed and authorised as required by applicable law.
• 24.5 Drivers may refuse instructions that would require them to break the law or drive unsafely.

• 25.1 We may use appropriately licensed drivers, vehicles or transportation partners to fulfil a Booking where necessary.
• 25.2 Any driver or partner used to fulfil a Journey must comply with applicable licensing and legal requirements.

25.3 THE LONDON WAY GROUP LTD remains responsible for the transportation service under the Customer's Booking, subject to these Terms and applicable law.

• 26.1 We will make reasonable efforts to provide the Journey at the agreed time.
• 26.2 Traffic, road closures, accidents, weather, public events and other circumstances can cause delays.
• 26.3 Customers are responsible for allowing sufficient time when arranging airport, railway-station, cruise-port or other transfers.
• 26.4 We cannot guarantee a particular arrival time where circumstances outside our reasonable control affect the Journey.
• 26.5 We will not be responsible for losses that are caused by circumstances outside our reasonable control, subject to applicable law.

• 27.1 Customers are responsible for checking that they have removed all personal belongings from the Vehicle.
• 27.2 If property is found in a Vehicle, we will make reasonable efforts to identify and contact the owner where possible.
• 27.3 Lost property may be retained for up to 28 days.
• 27.4 The Customer is normally responsible for arranging and paying reasonable costs associated with returning lost property, including courier or postage costs.
• 27.5 After 28 days, unclaimed property may be disposed of in accordance with applicable law.

28.1 Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited. 28.2 Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

• 28.3 Subject to applicable law, we will not normally be liable for indirect or consequential business losses suffered by a business customer, including loss of profits, loss of business or loss of opportunity.
• 28.4 We are not responsible for delays or losses caused by circumstances outside our reasonable control.
• 28.5 Customers should ensure they allow sufficient time for airport, train, cruise and other onward travel.
• 28.6 We do not guarantee that a transfer will arrive by a particular time where traffic, weather, road closures or other circumstances outside our reasonable control affect the Journey.

28.7 Nothing in these Terms removes or reduces any statutory rights available to consumers.

We will not normally be responsible for failure or delay caused by circumstances outside our reasonable control, including:

• Severe weather
• Major traffic disruption
• Road closures
• Serious accidents
• Natural disasters
• Government restrictions
• Public emergencies
• Strikes
• Civil disorder
• Security incidents
• Major public events
• Sudden infrastructure failure
• Other circumstances that could not reasonably have been prevented

We will make reasonable efforts to minimise disruption and assist affected Customers.

• 30.1 We aim to provide a professional and reliable service.
• 30.2 Customers should contact us as soon as reasonably possible if they have a complaint.

30.3 Please include:

• Booking Reference
• Passenger name
• Date of Journey
• Details of the complaint
• Supporting evidence where relevant

30.4 We will investigate complaints fairly and respond within a reasonable period.

31.1 We collect and process personal information in order to:

• Process bookings
• Provide transportation
• Contact Customers
• Process payments
• Provide customer support
• Manage complaints
• Meet legal obligations
• Improve our services

31.2 Personal data will be processed in accordance with our Privacy Policy.

31.3 We may share relevant information with appropriately selected service providers, including Drivers, payment providers, mapping providers, technology providers and communication providers, where reasonably necessary to provide the Services and where lawful.

• 32.1 Some vehicles may use CCTV or other security systems where permitted by law.
• 32.2 Any CCTV will be operated in accordance with applicable data-protection and privacy requirements.
• 32.3 Further information is available in our Privacy Policy and any applicable CCTV notice.

• 33.1 We make reasonable efforts to ensure that information displayed on our websites is accurate and up to date.
• 33.2 Vehicle images may be illustrative and the exact vehicle allocated may differ from the image displayed.
• 33.3 Prices, availability, services and vehicle specifications may change.
• 33.4 The details contained in a confirmed Booking take priority over general website information.

Our Services are promoted and booked through https://thelondonwaytransfer.com.

The website is operated by THE LONDON WAY GROUP LTD, trading as THE LONDON WAY TRANSFER.

• 35.1 Website content including branding, logos, text, graphics, images, software and design is owned by or licensed to THE LONDON WAY GROUP LTD unless otherwise stated.
• 35.2 Content may not be copied, reproduced, modified or commercially exploited without permission.

• 36.1 We aim to keep our websites available and operational.
• 36.2 We do not guarantee uninterrupted website availability.
• 36.3 The website may occasionally be unavailable because of maintenance, updates, technical problems, hosting issues, security measures or circumstances outside our reasonable control.

• 37.1 Corporate customers may be subject to separate written agreements.
• 37.2 Where a written corporate agreement conflicts with these Terms, the corporate agreement will apply to the extent of the conflict.

• 38.1 We may update these Terms from time to time.
• 38.2 Changes will normally apply to future Bookings made after the updated Terms have been published.
• 38.3 The Terms applying to an existing confirmed Booking will not normally be changed retrospectively unless required by law or agreed with the Customer.

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

These Terms and any contract between the Customer and THE LONDON WAY GROUP LTD are governed by the laws of England and Wales.

Nothing in these Terms prevents a consumer from exercising any mandatory legal rights available to them.