1. About these Terms

These Terms and Conditions apply to quotations, online bookings, confirmed bookings and chauffeur or private hire journeys arranged under the Rumiancev Drive trading name.

In these Terms:

• “Rumiancev Drive”, “we”, “us” and “our” mean the service provider identified in the relevant booking confirmation or invoice.
• “Booker” means the person or organisation making the booking.
• “Passenger” means any person travelling under the booking.
• “Service” means the chauffeur, private hire, airport transfer, hourly hire or other passenger transport service confirmed by us.

By submitting a booking request, accepting a quotation, making payment or using the Service, the Booker agrees to these Terms. The Booker is responsible for making sure that all Passengers are aware of the conditions relevant to their journey.

Any special conditions clearly stated in a quotation or booking confirmation will apply in addition to these Terms. Where a special condition conflicts with a general condition, the special condition stated in the booking confirmation will take priority for that booking.

Nothing in these Terms affects any statutory consumer rights that cannot lawfully be excluded.

2. Booking Requests and Confirmation

A booking request is not confirmed merely because it has been submitted through the website, enquiry form, email or another communication channel.

A booking becomes confirmed only when we have:

1. accepted the journey;
2. provided written confirmation;
3. confirmed the vehicle category and price; and
4. received any payment or deposit required for that booking.

Online bookings should normally be placed at least 6 hours before the requested pickup time. A request made with less notice may still be considered, but availability cannot be guaranteed.

Long-distance journeys, multiple vehicles, event transport, school arrangements, child travel, unusual pickup locations and routes with several stops may require more notice.

We may decline a booking where:

• a suitable vehicle or chauffeur is not available;
• the journey cannot be performed safely or legally;
• the information provided is incomplete or appears inaccurate;
• the passenger or luggage requirements exceed the selected vehicle capacity;
• the journey is outside our normal operating arrangements and has not been individually approved.

3. Information Required for a Booking

The Booker must provide complete and accurate information, including where relevant:

• the Booker’s full name;
• the Passenger’s full name;
• a working telephone number and email address;
• pickup date and time;
• full pickup address;
• full destination address;
• all planned stops;
• flight, train or ship details;
• airport terminal or cruise terminal;
• number of passengers;
• number and approximate size of suitcases and cabin bags;
• oversized luggage, sports equipment, wheelchairs or other large items;
• the age, height or weight information required for any child seat;
• any accessibility or assistance requirements;
• any fixed appointment, check-in, sailing or departure time.

The Booker must check the confirmation and notify us promptly if any information is incorrect.

We are not responsible for problems caused by incomplete, inaccurate or late information supplied by the Booker or Passenger.

4. Prices and Quotations

All prices are quoted in pounds sterling unless stated otherwise.

The price is calculated using the information provided at the time of booking, including:

• pickup and destination;
• journey distance and estimated duration;
• date and requested time;
• selected vehicle category;
• additional stops;
• waiting time;
• passengers and luggage;
• airport, station or port arrangements;
• additional services;
• applicable access, parking, toll or congestion charges;
• any valid discount or promotional offer.

The confirmed price applies to the journey described in the booking confirmation.

A revised price may apply if the Booker or Passenger requests or causes a material change, including:

• changing the pickup or destination;
• adding a stop;
• increasing the required waiting time;
• changing the date or time;
• selecting a different vehicle;
• providing incorrect passenger or luggage information;
• requesting a longer route;
• asking the chauffeur to remain available beyond the confirmed journey;
• requiring additional parking, access or third-party services.

Any VAT applicable to the booking will be included or identified in the quotation or invoice.

Website tariffs and calculation settings may be updated from time to time. A later website price does not alter a booking that has already been confirmed, unless the confirmed journey itself is changed.

5. Payment

The available payment methods will be shown during booking or stated in the confirmation. Depending on the journey, these may include:

• cash to the chauffeur;
• card payment to the chauffeur;
• secure online card payment;
• another method specifically agreed with us.

We may require full payment or a deposit before confirming or dispatching a vehicle.

No separate surcharge will be added solely because a consumer debit or credit card is used. Where a payment method falls outside the consumer surcharge prohibition, any lawful charge must be clearly disclosed before payment and must not exceed the permitted processing cost.

The Booker remains responsible for all confirmed charges, including additional waiting, route changes, parking, damage or services requested during the journey.

An electronic receipt or invoice may be supplied after payment or on request.

6. Pickup Times and Passenger Readiness

The Passenger should be ready at the confirmed pickup location at the confirmed time.

The chauffeur will use reasonable efforts to arrive punctually. Pickup and journey times may nevertheless be affected by traffic, road closures, weather, accidents, airport restrictions, police activity, public events and other circumstances outside our reasonable control.

The Passenger must keep the supplied contact number available around the pickup time. Where possible, we may send chauffeur or vehicle details before collection, but failure to receive an automated message does not cancel a confirmed booking.

The chauffeur is not required to stop, wait or collect passengers in a place where doing so would be unsafe, unlawful or prohibited. An alternative safe meeting point may be required.

7. Airport Collections

For an airport collection, the Booker must provide the correct flight number, arrival date and terminal.

The Booker selects or agrees a Meet After Landing time. This is the interval between the aircraft landing and the time at which the chauffeur is expected to be in the agreed Arrivals meeting area.

Flight monitoring helps us follow the reported arrival information, but it does not replace the agreed meeting arrangement.

The Passenger should contact us if:

• the flight number changes;
• the flight is cancelled or diverted;
• the Passenger changes flight;
• passport control, baggage or another issue is likely to cause a substantial delay;
• the Passenger has fast-track arrangements and expects to enter Arrivals earlier than usual.

Unless the booking confirmation states otherwise, 20 minutes of waiting is included from the agreed Meet After Landing time .

Where Meet and Greet has been confirmed, the chauffeur will wait at the agreed landside meeting point, normally with a name board containing the Passenger’s name or another agreed name.

Airside or aircraft-side access is not included unless it has been expressly arranged and authorised.

8. Stations, Ports, Hotels and Other Collections

Unless the confirmation states otherwise:

• station collections include 10 minutes of waiting from the confirmed pickup time;
• cruise port collections include 10 minutes of waiting from the confirmed pickup time;
• hotel, home, office and other address collections include 10 minutes of waiting from the confirmed pickup time.

Train or ship information should be supplied where relevant. We may review publicly available arrival information, but the Passenger remains responsible for keeping us informed of cancellations, changes, missed connections or major delays.

Parking, terminal access and waiting charges are included only where stated in the quotation. Additional parking or access costs caused by extended waiting or changed arrangements may be added to the booking.

9. Additional Waiting Time

Once the included waiting period has expired, additional waiting may be charged at the current vehicle rate:

• Executive — £50 per hour
• Business — £65 per hour
• First Class — £75 per hour

Waiting may be calculated proportionately according to the additional duration recorded or selected in the booking system.

If the Passenger is delayed but remains in contact, the chauffeur may continue waiting subject to availability and the applicable charge.

If the Passenger cannot be located, does not answer reasonable contact attempts and does not arrive within a reasonable period, the booking may be treated as a no-show.

10. Changes to a Booking

All requested changes must be submitted through our Contact page or another communication channel confirmed in the booking.

A requested change is not accepted until we have confirmed it in writing.

For standard transfers, changes should normally be requested at least 4 hours before pickup. Long-distance, out-of-area, multi-vehicle, school, event and special-assistance bookings may require at least 6 hours or a longer period stated in the confirmation.

Changes remain subject to:

• chauffeur and vehicle availability;
• route feasibility;
• any additional time or mileage;
• additional parking or third-party costs;
• a revised fare.

A substantial change requested shortly before pickup may be treated as a cancellation of the original booking and a request for a new journey.

11. Cancellation by the Booker

The cancellation conditions stated in the booking confirmation apply. Unless different conditions have been agreed, the following rules will normally apply.

Cancellation at least 4 hours before pickup

No standard cancellation charge will normally apply. However, we may deduct or retain:

• parking or access costs already incurred;
• non-refundable third-party charges;
• specifically purchased services;
• a reasonable amount relating to work or costs already committed for a bespoke booking;
• any non-refundable deposit clearly agreed before confirmation.

Cancellation less than 4 hours before pickup

We may charge or retain up to 100% of the confirmed fare where the chauffeur and vehicle have been reserved and the booking cannot reasonably be reassigned.

Any cancellation charge will be limited to a reasonable amount reflecting the loss and costs arising from the cancellation.

No-show

A no-show may be charged up to 100% of the confirmed fare, together with any actual parking, waiting or access charges incurred.

A booking may be treated as a no-show where the Passenger:

• does not attend the agreed pickup point;
• cannot be contacted after reasonable attempts;
• leaves the pickup location without informing us;
• provides an incorrect pickup date, time, flight or address;
• does not arrive within a reasonable waiting period.

Special bookings

Multiple-vehicle, event, school, child travel, long-distance and specially arranged bookings may have separate cancellation conditions. Any such conditions must be communicated before the booking is confirmed.

Approved refunds will normally be returned to the original payment method. Banking and payment-provider processing times are outside our control.

12. Cancellation or Change by Rumiancev Drive

We may change or cancel a booking where the Service cannot reasonably or safely be provided because of:

• chauffeur illness or emergency;
• vehicle breakdown or safety concerns;
• severe weather;
• road closure or police restriction;
• airport or port closure;
• unlawful or unsafe passenger conduct;
• inaccurate booking information;
• another event outside our reasonable control.

Where possible, we will offer an alternative chauffeur, vehicle or revised arrangement.

If we cancel a booking and no acceptable replacement Service is provided, any amount paid for the unperformed Service will be refunded.

13. Vehicles and Chauffeurs

The selected category describes the expected service level and vehicle type. Unless a particular vehicle has been expressly guaranteed in writing, the exact model, age, colour or registration number may vary.

Where necessary, we may provide an equivalent or higher-category vehicle without increasing the confirmed fare.

The chauffeur may select a route different from the route originally displayed by the website where this is reasonably required because of:

• traffic;
• road closures;
• vehicle restrictions;
• weather;
• safety;
• updated navigation information;
• the confirmed stops and timing.

Estimated journey times are guidance only and are not guaranteed arrival times.

14. Passengers, Conduct and Safety

Passengers must:

• wear seat belts where fitted;
• comply with reasonable safety instructions from the chauffeur;
• avoid distracting or obstructing the chauffeur;
• remain seated while the vehicle is moving;
• treat the chauffeur, vehicle and other passengers respectfully;
• comply with applicable law.

Smoking and vaping are not permitted in any vehicle.

The chauffeur or Company may refuse or discontinue the Service if a Passenger:

• behaves abusively, threateningly or violently;
• is so intoxicated that safe transport is not possible;
• carries illegal, dangerous or prohibited items;
• deliberately damages the vehicle;
• creates a serious safety risk;
• refuses to follow lawful safety instructions.

No refund will normally be due where the Service is ended because of serious Passenger misconduct.

The Passenger may request a comfort, toilet or smoking stop, but the chauffeur may stop only where it is safe and legal. Additional time may be charged as waiting.

On a long journey, the chauffeur may take a reasonable safety or rest break where required.

15. Children and Child Seats

Child seats must be requested before the booking is confirmed.

The Booker must provide accurate information about each child, including age and any height or weight details required to select a suitable restraint.

A requested child seat is not guaranteed until it has been confirmed in writing.

Parents and guardians are strongly encouraged to pre-book the appropriate child seat or provide a suitable seat where agreed.

Where the correct child seat is not available, the legal exceptions applicable to licensed taxis and private hire vehicles may apply. A child travelling under such an exception must travel in a rear seat. A child aged 3 or older must use an adult seat belt where available.

A child travelling without a parent or responsible adult will only be accepted where our specific child or unaccompanied minor service has been agreed and confirmed in advance.

16. Luggage and Personal Property

The Booker must provide accurate luggage information before selecting a vehicle.

The chauffeur may refuse items that:

• cannot be carried safely;
• obstruct the driver or vehicle controls;
• exceed the vehicle’s legal or practical capacity;
• are illegal, dangerous or inadequately packaged;
• were not disclosed and require a different vehicle.

Passengers should keep passports, money, medication, jewellery, electronic devices and other valuables with them.

We will take reasonable care of luggage accepted into the vehicle. Any liability for loss or damage will be determined in accordance with applicable law and the circumstances of the incident.

Items left in a vehicle should be reported through our Contact page. The Passenger may be responsible for reasonable return, delivery or postage costs.

17. Cleaning and Damage

The Booker is responsible for damage or exceptional cleaning caused by the Passenger or the Passenger’s animals, luggage or belongings.

This may include:

• stains or spills;
• sickness;
• smoking or vaping residue;
• damage to seats, doors, trim or equipment;
• excessive dirt, mud, sand or animal hair;
• loss of vehicle use while specialist cleaning or repair is completed.

Any charge must be reasonable and based on the cleaning, repair, replacement or loss reasonably incurred.

18. Delays and Missed Connections

Passengers are responsible for allowing sufficient time for:

• airport check-in and security;
• train departures;
• cruise embarkation;
• appointments;
• events;
• road traffic and expected disruption.

We will provide the Service with reasonable care and skill, but we do not guarantee that a journey will be free from delay.

We are not responsible for a missed flight, train, sailing, appointment or other consequential loss where the delay results from circumstances outside our reasonable control, except to the extent that the loss was caused by our failure to exercise reasonable care and skill.

Nothing in these Terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

19. Complaints and Feedback

Questions, complaints and feedback should be submitted through our Contact page.

Please include:

• the Booker’s or Passenger’s name;
• journey date and time;
• pickup and destination;
• booking reference, where available;
• flight number, where relevant;
• a clear description of the issue.

We aim to acknowledge a complaint within 2 business days. More time may be required to review chauffeur, route, payment or third-party information before providing a complete response.

20. Governing Law

These Terms and any booking made under them are governed by the law of England and Wales.

The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights allowing a Passenger to bring a claim in another applicable part of the United Kingdom.

21. Updates to these Terms

We may update these Terms for future bookings.

The version applying to a booking is the version available or supplied when that booking is confirmed, together with any special conditions recorded in the confirmation.