Terms & Conditions

These terms-conditions and the web-based booking form are of utmost importance as they constitute the entire Agreement governing the provision of our Taxi service (“Service”) between you and us. Completing the booking and using our Taxi Service indicates your unconditional acceptance of the terms and conditions set out in this Agreement.

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1. Our company may change these terms and conditions at any time. Existing bookings will be at the rate booking is made.
2. We request a minimum of 3 hours’ notice for any online bookings. Please call our office to check availability if your booking is less than 3 hours on 01228 812612 or 01228 734575.
3. You must allow sufficient time when booking your taxi to allow for the check-in times required by your airline and any delays caused by traffic conditions. We shall not be responsible for any delay caused by your failure to allow enough time to reach your destination or if the passengers are not ready for collection at the booked time.
4. You must order a suitable car size for the number of passengers and luggage. Our company cannot guarantee the carrying of excessive amounts of luggage.
5. You must supply all the information required on the booking form. Alternatively, you can email us at hello@taxisincarlisle.co.uk.
6. If any changes or variations include extra mileage, extra waiting time, or deviations to the journey other than what was agreed at the time of booking, the client will be charged the extras-terms-conditions pricing structure.
7. Incoming flights allow 60 minutes of free waiting time, after which waiting charges apply. Please allow enough time for immigration & baggage to avoid unnecessary waiting charges.
8. Our driver will wait up to 90 minutes for airport pickup without contacting the passenger. If, after 90 minutes, the driver still has not made contact with the passenger, this will result in a no-show & no refund will be offered. Please note these terms-conditions.
9. If you need to cancel your booking, please get in touch with us as soon as possible. We will be happy to cancel & refund a booking as long as we have 24 hours’ notice. If you cancel a booking after the vehicle has been dispatched, then a charge will be incurred; the charge will be based on the distance/time that the allocated driver has travelled/spent before the point of cancellation.
10. We take complaints very seriously and investigate every complaint thoroughly. Please email or call us quoting your reference number and as much information as possible.
11. Sometimes, our company may use subcontractors/ partner companies to cover a journey.
12. You shall be responsible for the behaviour of all the passengers in the car during the journey. You will be charged to cover cleaning costs if any passenger soils the vehicle. A full receipt can be emailed directly to you, or your driver can supply a handwritten business card-size receipt. *Please note that an emailed receipt can take up to two working days if asked for on the day of travel to your driver*
13. Our company have the right to refuse to carry any passenger who is thought to be under the influence of alcohol or drugs.
14. Our company will refuse or terminate any booking with immediate effect if your behaviour possesses any driver or vehicle at risk of damage, violence or abuse by you or any passenger in your party. All passengers will be asked to vacate the vehicle as soon as it is safe. No refund will be given.
15. Our company will track all incoming flights to ensure our driver reaches you at the specified time.
16. Whilst we do our utmost to ensure our drivers are punctual and arrive on time, you will understand that we cannot accept responsibility for delays caused by circumstances beyond our control.
17. Our company shall use all reasonable endeavours to reach your destination on time. Still, it shall not be liable for any loss due to delays caused by road or traffic conditions beyond its control on the journey.
18. Please note that a child, no matter what age, counts as one passenger. If a child seat is required, please inform the office when booking. We will try our utmost best to provide a baby/booster seat. Or if you have your child’s seat, you are most welcome to bring it. Please note that you must install the child seat.
19. If the driver is stuck in traffic or, for any other reason, cannot reach the point of collection in time, we will try to provide you with a car from one of our partners.
20. As per our terms-conditions our driver does not show up at the scheduled time for collection, please contact our office. If you leave the pickup without informing us, we will not be liable for compensation. If you take a minicab or a black cab from another company without our consent, we will not be liable to pay you the price or refund you.
21. We reserve the right to change your Minicab, Taxi, and Chauffeur or Chauffeur driver without notice, if necessary. Our company maintains a strict non-smoking/Vaping policy in all its vehicles. Eating, drinking, and smoking are not permitted in our vehicles.
22. All our vehicles are fully insured for passenger and third-party claims. However, customers’ properties are at risk per our terms and conditions.
23. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times. Our company terms-conditions or subcontractors shall not be held responsible/liable for any loss/damage to such property.
24. If the car breaks down during your journey, our company will endeavour to arrange an alternative car to complete the journey as soon as possible.
25. Our company shall be entitled to cancel all services and provide refunds in the event of a declared national emergency, riot, war, fuel shortage, extreme weather terrorist attack, or other circumstances beyond its control.
26. It is illegal to make a private booking with our drivers. Our company will not be liable for any passenger’s situation while travelling on a booking not confirmed with the office.

Please note that some calls may be recorded for quality and training purposes.