Terms and Conditions

                                                    TERMS & CONDITIONS

   The following terms and conditions apply to all services provided by CROWN CITY TRANSFERS trading name of CROWN CITY TRANSFERS LTD

Company based at: 450 Bath Road, Longford, Heathrow, UB7 0EB

Company registration number 15424165

Operator license number 010914  (Licensed by TFL)

   All services provided are subject to these terms and conditions. By booking with us online, by phone, chat, or email, you are agreeing to the terms and conditions mentioned here. Please take the time to read our terms and conditions as you are agreeing to these when choosing to use our services.

If you are still unsure and would like advice from one of our operators, you can.

call us at +44 2039603031

email us at info@CrownCityTransfers.co.uk

1.Vehicle Type:

1.1 It is the passenger’s responsibility to ensure that they order the correct type of vehicle in order to carry the numbers of passengers and luggage needed. A maximum number of people and luggage that can be travelling at once in a vehicle:

· Saloon car - up to 3 people, 2 large suitcases and/or 2 small (hand luggage) 

· Estate car - up to 3 people, 3 large suitcases (mas 25 kg each) and/or 3 small (hand luggage) 

· MPV’s - up to 5 people, 3 large suitcases and/or 5 small (hand luggage)

· Minibus   - up to 8 people, 7 large suitcases and/or 8 small (hand luggage)

2. Safety:

2.1 Our drivers are trained to operate having in mind the customer’s safety first, even if this means taking a few minutes longer on the journey.

You can be sure you will receive a…:

A. Well maintained & safe vehicle.

B. Regular safety checks undertaken.

C. Vigilant & experienced driver

D. Smooth & relaxing transfer

3. Prices

3.1 Prices quoted, agreed, and paid are for passengers being ready to travel at the booked time. All prices are subject to change, prior to a notice due to unforeseen circumstances, cancellations, amendments to journey, time, or date of travelling. Price is fixed unless otherwise agreed.

4. Booking Confirmations

4.1 We will send e-mail confirmations to all our customers, provided they have included a valid e-mail id with their booking and email reminders providing the driver details, car details, meeting point instructions, date and time confirmation. This will include for Phone bookings, Web bookings, WhatsApp bookings, Social Media bookings, In Person bookings, Text bookings and Third Party bookings on behalf of a customer. The email being transmitted by CROWN CITY TRANSFERS Team booking@CrownCityTransfers.co.uk 

4.2 It is the customer (passenger) responsibility to check the accuracy of the information in the email confirmation or any other communication. The customer must contact the office by email, WhatsApp or landline and update/amend the booking as required.
 

5. Payments:

5.1 Payment can be made by following methods:

BACS and Bank Transfers into Bank Account

Prepay in advance by Credit/Debit Card online via Invoice.

Using online web or by link.

5.2 Account payments are to be settled with 5 days of being invoiced.

5.3 Please note, we will require the full amount for the booking to be paid 3h before the journey takes place, a payment receipt will be provided.

5.4 Charges for card payments are no longer applicable and a receipt can be acquired from our office upon request, by emailing us at info@CrownCityTransfers.co.uk (you should receive an automatic copy when journey is completed). 

5.5 The company does not force any of its customers to pay in advance and this is purely to assure the customer will receive the required service and disruptions at our end are kept to a minimum (“no shows,” fake reservations etc). For further information, please contact us at info@CrownCityTransfers.co.uk

6. Double Payments

If you accidentally make a duplicate payment for the trip, you can request a refund with a 5% processing fee deduction.

6.1 Waiting Time Charges

6.1.1 Airport & port bookings

0-30 minutes from selected pick up time = free of charge

+30 minutes:

£0.33/minute for Saloon & Estate category

+ any parking (if applicable)

£0.50/minute for MPV

+ any parking (if applicable)

£0.70/minute for MPV8

+ parking ticket (anything above included value)

 *Please note that we are unable to foresee possible delays experienced due to passport control, luggage claim or other such situations that are not in our control, and we will be obliged to apply these charges regardless, in order to compensate the driver for their additional waiting and/or parking expenses.

6.1.2 Regular address bookings

0-15 minutes from selected pick up time = free of charge

+15 minutes =

£0.33/minute for Saloon & Estate category

+ any parking (if applicable)

£0.50/minute for MPV 

+ any parking (if applicable)

£0.70/minute for MPV8 

+ any parking (if applicable)

6.2 Other Charges

6.2.1 Wi-Fi hotspot = FREE

6.2.3 Refreshments = £10.00

6.2.4 Extra 30 mins waiting = £15.00

6.2.5 Extra airport terminal pickup = £15.00+ cost of waiting time at applicable rat

6.2.6 Vehicle soiling = £20.00 (or more depending on the incident at hand, a receipt will be provided in such events)

6.2.7 Extra undeclared luggage = £15.00/item

6.2.8 Credit/Debit card payment fee = £0.00

6.2.9 Meet and Greet – London Airport Meeting Points

Heathrow Airport

Terminal 2 - Outside WHSmith

Terminal 3 - Outside WHSmith

Terminal 4 - Outside Costa Coffee

Terminal 5 – Outside Costa Coffee

Gatwick Airport

North Terminal - Outside Costa Coffee

South Terminal –Outeside Pret A Manger 

Stansted Airport

International Arrivals - Airport Information Desk

Domestic Arrivals – As they exit Secure Area

Luton Airport

All Arrivals – Front of Costa Coffee (front of exit gate)

7. Travelling with Pets within the Vehicle

7.1 Transport for London enforces that all licensed London taxis and 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 Taxi and Minicab division. This applies to accredited assistance dog users only.

7.2 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).

8. Additional Drop offs and Pick ups

Additional drop offs and pickups will be charged £2 per mile with a minimum fee of £10.00 if the addresses are less than 3 miles apart.

9. Cancellation policy:

9.1 For unexpected situations where a journey needs to be cancelled (as long as this is done with 24 hours in advance of the requested pick-up time). We understand that sometimes the unpredictable happens and for unforeseen reasons you simply can’t make it. If you would like to cancel your booking with us, you can do this by emailing us with your booking reference and reason of cancellation. Alternatively, you can call us on +44 2039603031

9.2 Please note that pre-paid bookings can take up to 5 working days to be processed from the moment you inform us of a cancellation. It can then take up to a further 5 working days for the funds to be credited and reach your account. For assistance with refunds, please contact us.

9.3 If a booking is cancelled less than 24 hours prior to the schedule pick-up time, there will be a cancellation fee applied, which depends on the time we were informed.

9.4 More than 24 hours before pick-up time = 5% charge applied ( admin fee ) / 95% refund
– Between 24h and 12h hours before pick-up time = 20% of journey price;
– Between 12h and 3h before pick-up time = 50% of journey price;
– Less then 3h before pick-up time = 100% of journey price;

9.5 If your flight is cancelled, you will be given the option to receive a full refund or reschedule your journey. In the event that your flight is diverted to a different airport and you land somewhere else, you will be given the option to reschedule your journey from the new airport (in the event that a price difference occurs, you will have to pay this); alternatively, if the driver is already on the way or arrived for your journey, we will only be able to offer a 50% refund. We will require proof of flight cancellation to qualify for a full refund (see 9.4) , (if the journey was cancelled with less than 24 hours prior to pick up).

9.6 For instant bookings (that were processed for a journey taking place within the next hour) a charge will only be applicable if you cancel the journey after the driver has departed towards your address (on the way). A fixed cancellation fee will be applied based on the vehicle type booked, as follows…

Saloon/Estate – 5% admin feel

MPV (4/5/6) – 5% admin fee

MPV8 – 5% admin fee

10.Liabilities

10.1 The company accept no liability for the following: Severe traffic delays, road closures, extreme and poor weather conditions, and unconfirmed transfers that’s without booking Ref No. 

10.2 Due to the nature of the service provided, any concerns with the driver or the vehicle should be made prior to departure of the journey. 

10.3 Crown City Transfers shall not be liable for delay or failure in performance resulting from causes beyond the company’s reasonable control. 

10.4 Passengers are liable for any mess made in the vehicle, and a cleaning fee may be payable in case of altering the state of the vehicle, ( see 6.2.6 ).

10.5 It is prohibited by law to drink alcohol, to take drugs and to smoke in any of our vehicle, the passenger should not eat in the vehicle at any time. The cleaning fee varies depending to each incident( 6.2.6 ). 

10.6 Any device from inside the car is on driver's responsibility and under driver ownership and control, the customer should never enforce or ask the driver to modify the functionality, this includes the stereo, radio, dashcam, remote and any other device inside the vehicle.

10.7 We do not accept any liability for damages caused to belongings during re-delivery of lost items

10.8 For more information about our liabilities policy please email our Marketing, Media, and Public Relationship at info@CrownCityTransfers.co.uk

11.Special Fares & Services

Our Prices will be 100% uplifted on the following dates: 24th*, 25th, 26th, and 31st* December and 1st January. This is due to limited drivers available for work during

seasonal periods and we accept only “Prepaid Transfer” for these days to secure the booking.

12.The Passenger

The person or company making the booking and any other person on whose behalf the booking is being made. By travelling in our vehicles, each passenger is deemed to have accepted these Terms and Conditions.

13. What if I cannot find my driver?

Sometimes, it can be difficult to find the driver if the pickup location is very busy. It’s the passenger’s or booker’s responsibility to contact the company by phone to ensure that both, the driver and passenger, meet each other.  In the event that the passenger does not contact the company by calling and seeks out an alternative mode of transport, the transfer this will be considered as a “no show” and the passenger or booker will be liable to pay the full fare. If the journey is already prepaid, the payment will not be refunded.

14.Routes

14.1 The driver will plan the route to a destination by considering the traffic, time, road closures, diversions and others at the time of pickup.

14.2 Prices are quoted to drive through the most economical route. 

14.3 If the passengers nominate a route to their preference, the passengers will be liable to pay the extra charges such as fuel, toll, waiting and others.

15.Non-Solicitation of personnel 

15.1 As per London Private Hire law/regulation (section 2 of the 1998 Act), all private hire bookings must be booked with a licensed private hire operator such us our company. It’s illegal to book directly with the driver.

16.Taking break: 

16.1 During long journeys, drivers are allowed to stop every 2.5 hours for 15 minutes at a service point for refreshment and to refuel the vehicle.

17.Complaints

17.1 We take complaints seriously and we will investigate every complaint thoroughly. Please provide as much information as possible when making a complaint, i.e. (Date, time, location, driver number, reason for complaint, job reference no), via e-mail Info@CrownCityTransfers.co.uk

18.Lost property:

18.1 It’s the passenger’s responsibility to ensure that no belongings are left in the vehicle. In the event of property being left in the vehicle, we will gladly organise the return of such items if you cover the re-delivery, postage and packaging costs. We do not accept any liability for damages caused to belongings during re-delivery of lost items, see 10.7

19. Data Storage 

19.1 Due to regulation – General Data Protection Regulation (GDPR) live from 25 May 2018, which replaces the Data Protection Directive 95/46/EC, every customer who uses our services agrees to store the necessary information required for the booking such as Full Name, Address, Phone Number, IP Address and Email Address. In any case and at any time, Passengers can ask about all information we hold about them, and if required, we will delete it from our system. 

19.2 We charge all our customers using a safe online payment method – Stripe. The payment is secured in the best possible way. Your data is stored in secured (not accessible even for us) data storage online. We initiate the charge which amount is defined in a booking confirmation and has been agreed upon by the Passenger and the Company online, by email, in the app or any other communication method used for the booking purposes. By using our services, Passengers agree to be charged any additional charges which occur during the journey, and which haven’t been agreed upon beforehand, like – extra waiting time, extra stops, excessive luggage, extra parking, congestion charge, extra tools, cleaning fees and loss of earnings to the driver – all defined in “Charges 6.2” section. In case of any extra charges, Passengers will be notified about it by the Company, and the payment method used to pay for the booking will be debited accordingly on or after the journey.

If you have any questions, feedback or concerns about any of the above, you can contact us :

Tel: +44 2039603031

Email: Info@CrownCityTransfers.co.uk

For bookings  and  quotes:

Bookings@CrownCityTransfers.co.uk

www.CrownCityTransfers.co.uk