Terms & Conditions of Service

1. Operator & Booking Framework

All bookings are accepted by Salisbury licensed Hackney Carriage drivers operating in accordance with UK Hackney Carriage regulations and Wiltshire Council taxi rank & booking guidelines. All assigned drivers hold valid Wiltshire Council Hackney Carriage driver and vehicle licences.

2. Fares, Wiltshire Council Matrix, Voluntary Discounts & Fare Deposits

Fares for standard metered journeys are calculated strictly using the official Wiltshire Council Table of Fares across Tariffs 1 to 5 based on pickup time, passenger headcount, day of week, public bank holidays, and distance.

Voluntary Driver Discount Rule: Under UK Hackney Carriage regulations, Wiltshire Council rates represent the legal MAXIMUM fare permitted. Participating drivers are legally entitled and permitted to voluntarily offer lower agreed fares or custom discounts below the official maximum table at their discretion.

Upfront Fare Deposits & Pre-Authorisation: For certain late-night or long-distance transfers, drivers may request an upfront fare deposit or pre-authorisation prior to departure. Upon journey completion, the final metered fare is reconciled against the deposit: if the deposit exceeds the metered fare, the passenger receives an immediate refund for the difference; if lower, the passenger settles the remaining balance.

3. Airport Transfers, Terminal Fees & Flight Delays

• Terminal Drop-off & Pick-up Charges: Stated airport and cruise dock fares cover vehicle transit to/from terminal areas but exclude official airport terminal drop-off or barrier pick-up fees (typically £5.00–£10.00 charged directly by airport authorities).
• Flight Tracking & Delay Responsibility: Passengers must supply accurate flight or vessel numbers during booking. Drivers monitor live arrival times. Where flight delays exceed 30 minutes, additional waiting time and official airport car parking fees incurred by the driver will be added to the final account.

4. Ride-Sharing Split Fares & Separate Return Billing

• Upfront Low Entry Rate & Deferred Top-Up: When opting into Ride-Sharing, passengers pay a low minimum entry rate upfront based on a full vehicle. If fewer passengers join the vehicle, the remaining balance up to standard solo fare is completed upon trip end.
• Separate Return Journey Billing: Outbound and return transfers are calculated and billed as separate individual journeys based on passenger headcount at the departure window time. Passengers are encouraged to align return time slots using our Ride-Share Calendar.

5. Vehicle Capacity & Luggage Policy

Each vehicle class (Saloon: max 4 pax, MPV: max 6 pax) operates strictly within legal passenger limits set by Wiltshire Council. Suitcase capacity is limited when travelling at maximum passenger headcount. Excess large luggage must be stored with city centre luggage partners prior to pickup.

6. Upfront Payment Guarantee & 3-Tier Cancellation Policy

• Upfront Payment Guarantee: All bookings require card pre-authorization or payment upfront to guarantee driver dispatch and slot availability.
• Tier 1 — Early Cancellation (> 1 Hour Before Pickup): Cancellations made more than 1 hour prior to scheduled pickup receive a 100% full refund (minus card gateway processing fees).
• Tier 2 — Pre-Dispatch / Short Notice Cancellation (< 1 Hour Before Pickup): Cancellations made within 1 hour of pickup where the driver has reserved the slot but has not yet started driving incur a 50% goodwill fee (50% refund issued) to compensate for reserved schedule time.
• Tier 3 — Driver En Route / Out-of-Town No-Show: For pickups originating out-of-town (Stonehenge VC, Airports, rural Wiltshire), if the driver has already accepted and dispatched towards the pickup point, a 100% fee (0% refund) applies to cover incurred travel time, mileage, and fuel.
• Shared Vehicle No-Show Protection: If a co-riding group fails to show up for a shared journey, the no-show group forfeits their cancellation fee, while the remaining travelling group's fare adjusts to their actual passenger count rate (capped at the standard vehicle fare for that time, day, and date).

7. In-Vehicle Safety, CCTV & Passenger Conduct Rules

• CCTV Security Monitoring: All vehicles in our network are equipped with active CCTV audio/video recording systems for the safety, protection, and security of both passengers and drivers.
• Strict In-Vehicle Conduct (No Smoking, Vaping or Food):For passenger comfort and vehicle cleanliness, NO smoking of any kind, NO vaping or e-cigarettes, and NO eating of food (vehicles are not dining spaces) is permitted inside any vehicle. Open sugary soft drinks, juices, or alcoholic beverages are strictly prohibited. Sealed bottled water is permitted.
• Vehicle Soiling & Valeting Fee (£100.00 Minimum):In accordance with Wiltshire Council Hackney Carriage regulations, if a passenger soils, spills food/liquids in, vomits in, or contaminates a vehicle, a minimum soiling fee of £100.00 will be charged immediately (or higher based on professional deep-cleaning costs). This fee covers mandatory commercial valeting costs and compensates the driver for loss of earnings while the vehicle is taken out of service.

8. Two-Way Zero Tolerance Policy & Passenger / Driver Conduct

The safety, dignity, and wellbeing of both passengers and licensed drivers is paramount. Zero tolerance applies strictly in both directions:

• Passenger Misconduct & Abuse: Verbal abuse, racial harassment, threats, physical aggression, or vehicle damage towards drivers will result in immediate journey termination without refund, CCTV logging, and reporting to Wiltshire Police.
• Non-Payment & Fare Evasion: Making off without payment or refusing a lawful fare will result in immediate reporting to Wiltshire Police along with CCTV footage and journey records.
• Driver Misconduct towards Passenger: Any driver engaging in unprofessional behavior, overcharging, inappropriate conduct, or safety violations will be immediately investigated, suspended from dispatch, and formally escalated to Wiltshire Council Fleet Licensing (fleet.licensing@wiltshire.gov.uk) and relevant authorities.
• Protection Against Malicious & Groundless Allegations: While all legitimate concerns are thoroughly investigated in complete good faith, the submission of false, malicious, fraudulent, or unsubstantiated allegations intended to harass drivers, evade lawful fares, or damage professional standing will result in an immediate, permanent platform ban. Fabricated complaints may also be escalated for legal recourse to safeguard our entire transport community.

If you experienced any genuine issue or driver misconduct, submit a formal report via our Official Driver Complaint & Incident Form ➔. All complaints are logged into our statutory compliance ledger.

9. Human Error Disclaimer & Good-Faith Resolution

While we make every possible effort to maintain 100% accuracy across all fare calculations, travel time estimates, website information, and dispatch details, human errors or inadvertent clerical discrepancies may occasionally occur due to the human factor.

We sincerely apologize if any such error ever arises. In the event of a genuine inadvertent error or misunderstanding, we promise to act in complete good faith and resolve the situation in a fair, reasonable, and pleasant manner for all parties involved.

10. GDPR & Data Protection

Client personal data (name, email, phone number, flight details) is collected solely for fulfilling transport dispatches and safety compliance under UK GDPR regulations. Data is held securely and never sold or shared with external third parties.