Policy 2024
By Booking a vehicle via our website or over the phone, you form a legally binding contract agreement, whereby you accept our Booking & Cancellation Terms & Policy below. *All Journeys Must contain a Contact Mobile Number for the point of collection* Cancellations Can Only be made by Calling us 01227444444
Booking Cancellations that start within CT1 or CT2 area may be Cancelled with 30 Minutes Notice with a £4.00 Cancellation charge. Cancellations with less than 30 Minutes Notice are non refundable for this type of journey.
Booking Cancellations that start or finish outside CT1 or CT2 area that are less than 20 Miles can only be Cancelled with 60 Minutes Notice with a £8.00 Cancellation charge. Cancellations with less than 60 minutes Notice are non refundable for this type of journey.
Booking Cancellations Over 20 miles to or from CT1 or CT2 or any other area can be cancelled with 3 hours notice with a £30.00 cancellation charge. No refund will be given, if less than 3-hours notice are non refundable for this type of journey.
All payments for bookings can only be discussed by calling our main office number 01227444444 or emailing us at accounts@canterburytaxis.com Pricing issues cannot be resolved with your driver at the time of travel, so contact us directly if you have any problems. Because all journeys are different the pricing may vary according to various travel conditions on the specific day of travel.
All Waiting Time is chargeable at £7.50 per 15 minutes past the booked time. If your booking is pre paid Waiting time is still chargeable, if pickup time is past the confirmed booked time.
After 4 minutes past the time of booked taxi, we can leave the pick up point with or without contact, or if agreed with our office control charging waiting time but only if contact has been established.
After this time, we will leave the pickup location, unless further waiting is specifically agreed by office control on 012227444444.
In our terms you agree that; Past the booked time of the journey, the journey is deemed to have been fulfilled, with no obligation for us to wait without a specific agreement at that time from the office control.
Based on this, if the booking contact is made and the journey commences past the booked time, It is accepted there will be a chargeable waiting time to be added to any booking at the rate of £7.50 per 15 minutes or part of, to be determined by the control at the time. This is only based on prior consent from the office control, not the driver.
Changes to Existing Bookings If a journey is varied in location or pick up or stop offs, then it is purely down to the company to decide, if there is an additional charge or if the change can be agreed to. Where it is not accepted or agreed then the cancellation policy above takes precedence and refunds will be based on discretion only. There would not be any onus on the company to issue a refund due to not being able to accommodate any changes that were requested in this event.
Light Removals Luggage must be ready to load at the time of booking outside the pickup point. Details of your items must be included inside the booking- if no details then we reserve the right to charge extra based on amount of luggage. In the event it is deemed as more than a specified “light removal” we reserve the right to refuse any extra luggage beyond what is reasonable at the time by the driver. If it is clear the journey is not possible based on these terms there is no right to a refund but would be purely based on a goodwill gesture on the part of the company. Any items deemed to be in excess of a light removal- will be chargeable. We consider a maximum of 7 Medium size Suitcases (or items making up that volume in the vehicle) being the extent of our charge for a light removal. All items must be listed inside the “other details” section when making the booking. Any luggage items in excess of this amount would only be accepted with consent of the office at the time, which may incur an extra charge.
Loading & Unloading is the responsibility of the travelling passenger. Our driver can refuse any item if deemed unsafe for travel. Our driver is Not required or expected to offer any assistance for loading due to our company Health and safety responsibilities. Our driver is responsible for the vehicle at all times and cannot leave vehicle unattended, whilst in a driving capacity. Luggage comprised of a few suitcases up to a maximum of 7, our driver will have the option to offer based on weight, reasonable assistance, but again it is the booking persons responsibility to ensure the loading and unloading at all times. Whilst we offer this light removal service, we are not a removal company. Therefore have to consider all the aspects of the moving process which we cannot accept any liability for. Using our service on a light removal basis, you must accept the basis of these terms in any event.
All Waiting Time is chargeable at £7.50 per 15 minutes past the booked time. If your booking is pre paid Waiting time is still chargeable, if pickup time is past the confirmed booked time.
Pets We do accept pets provided they are not shedding hair or are wet and are containable or able to travel without concerns. We may require you to provide protective covering for the seats if necessary. Fouling charges of up to £100.00 does apply if caused during travel with pets.
Based on the Individual circumstances of each journey, We reserve the right to charge up to the Full amount to cover any subsequent administrative expenses, that may result from cancellation this is in any event inside the time frames or outside. For example; If the lead name of the passenger is not there or no contact is made by the passenger who it is booked for at the time & at the designated pick-up point, we will make full charge for the journey.
In the event there are circumstances beyond our reasonable control, after dispatch of the vehicle or during the journey, that may lead to timeframes being compromised, the company cannot be held responsible. We take every reasonable care to make sure any journey is carried out with care and due diligence but on occasions events happen which are “beyond reasonable control” of the company. The company cannot be held accountable for these circumstances in any event. We would of course look at every remedy available to correct any issues faced on the basis of each individual circumstance, however refunds on that basis are not permitted.
Our bookings cancellation policy reflects the availability of the vehicles in our fleet.
Please bear in mind upon acceptance of your booking, we reserve the availability of the vehicle for you exclusively. Therefore, subsequently refuse all other bookings for that vehicle at that time and on that date. Users of this service meaning the primary travelling passenger must be contactable by mobile at the pick up point at the time of travel.
This policy is designed to be fair minded to both parties.
Upon booking on our website, you are entering into a legal contract, which is governed by English law.
We aim to make this process clear and fair to all who may use the service.
Complaints
Should you wish to lodge a complaint please use this link to follow our process.
