Orange Cars Terms and Conditions
Website and app bookings
All bookings are subject to availability. If you have booked within 12 hours from the transfer time and need urgent confirmation, please call our customer service.
For bookings done online, we will send you 2 emails. The first email will be a receipt of your travel detail which acknowledges that the booking has been received and is being processed.
A second email stating ‘Taxi Confirmation’ will be sent notifying that the booking has been confirmed. Should you not receive this email within 12 hours from time of booking, please contact us. (Emails tend to go into the Junk and Spam folders)
Festival Period Charges
Prices on these dates: 25th December from 00:01 hours to 26th December 23:59 hours, and 1st of January from 00:01 hours to 23:59 hours, prices will be quoted at 50% higher than normal. This is due to limited drivers available for work during seasonal periods.
Prices are based on passengers ready to travel at the booking time.
All prices are quoted per vehicle and in British pounds.
Prices are quoted to drive through the most economical route. If the passengers nominate a route to their preference, the passengers will be liable to pay the extra charges such as fuel, toll, additional millage and waiting amongst other charges.
It is the Booker’s or passenger’s responsibility to ensure that they reserve or book the correct size vehicle based on the guidelines shown on the website. This is to ensure that the vehicle can take the number of passengers and luggage booked for.
If the passenger has booked a smaller vehicle capacity or provided incorrect number of passengers and luggage, the driver reserves the right to refuse to carry the passengers. The passenger is liable to pay the full fare to the driver in such a scenario.
If the ordered vehicle type/size is not available, a larger size vehicle will be allocated. None of our vehicles have wheelchair accessibility. We accept fordable wheelchairs or walkers and dismantlable scooters. These are all considered as additional luggage.
Additional Passengers and Luggage
Additional passengers and luggage may be added by informing us at least 12 hours in advance.
In the event that the number of passengers and or luggage is more than the vehicle capacity ordered, vehicle upgrade fees will be applicable, disregarding the type of vehicle allocated.
Payments can be made by the following methods:
Cash to the driver at the time of transfer (in British pounds).
Pay with Credit or Debit card online or over the phone (subject to verification and fraud screening).
All telephone bookings are taken with great attention and care to ensure the information is accurate. All calls are recorded for training and verification purposes.
We will not be liable for any wrong information given by the Booker or passenger.
Bookings will be confirmed via email if a valid email address is provided. It is passenger’s or Booker’s responsibly to double check the email confirmation to ensure that the provided booking details are correct.
All credit and debit card bookings will be subject to verification and fraud screening.
Airport Pickups, flight delays, delays due to immigration and baggage reclaim and waiting time
Meet and greet service is provided on all airport pickups if you required. The driver will meet the passengers in the airport arrivals hall with a name board. Meeting points for each airport terminal will be specified in the booking confirmation email.
“Flight Landing time:” This is the scheduled landing time of your flight.
“Requested pick-up time:” The time you want to meet the driver after flight landing. This can be different from actual landing time.
Flight Delays: For all airport pickups, the flight will be tracked before the driver enters the airport. If the flight is delayed, the “requested pick-up time” will be adjusted according to the actual “flight landing time”. This is so that the driver is present in the arrival hall at the correct time. There are no additional charges for any flight delays.
For airport pickups, the maximum free waiting time is listed below.
Flight landing time – 12:30 (not scheduled time).
Pickup requested – after 30 mins.
Driver’s arrival at the airport – 13.00.
The free waiting will start from 13.00.
If the flight is early or delayed, the free waiting time will be adjusted accordingly.
At the time of booking, if you have not requested a specific pickup time, the free waiting time will start from the actual landing time.
Heathrow Airport: 45 minutes
Gatwick Airport: 45 minutes
Stansted Airport: 30 minutes
Luton Airport: 30 minutes
Southend Airport: 45 minutes
London City Airport: 15 minutes*
Sea/Cruise Ports: 30 minutes
Once the free waiting time is exceeded, a charge of 5GBP for every 20 minutes will be applicable. This is a flat rate and not by the minute.
For London City Airport*, the maximum time the driver can wait is 15 minutes and will be withdrawn if the passenger does not meet the driver within this time. Once the passenger has contacted us and is ready, the driver will be sent back in and the passenger/booker is liable to pay any additional car park charges.
If the passenger has made plans for getting refreshments, shopping or attending a meeting in the terminal, it is the passenger’s or booker’s responsibility to select the requested pickup time accordingly.
If the passenger is unable to meet the driver within the free waiting time, it’s the passenger’s or booker’s responsibility to inform the company of the delay so that the driver can be asked to stay in the terminal longer. Additional waiting charges will apply as stated above (5GBP per every 20 minutes). If the passenger fails to contact us within the free waiting time, the driver will be withdrawn and the booking will be considered as a no show.
Car Park and Extra Fare
Heathrow Terminal 1,2,3,4,5 Pickup Meet at Arrival Hull ( Meet and Greet ) £9 if you Not Require Meet and Greet, we Only Charge £4 Car Park Charge, Driver Will Ask for Car Park Charge at end of Trip.
Gatwick No car Park Charge, Driver will allow to pick you up at Drop off Area.
In the event of a missed flight, it is the passenger’s or booker’s responsibility to inform us immediately by calling us, so that we can notify the driver to not enter the airport for pickup.
If the journey was pre-paid, the fare will be refunded after deducting 6GBP for bank charges. However, if the passenger wishes to take a later flight, we can reschedule the service at no extra cost.
Failure to call us and notify this to us on time (before flight departure from originating airport) or if the driver has already entered the airport, the passenger or booker will be liable to pay the full fare. If it is pre-paid, the fare will not be refunded.
Sea/Cruise port pickups
Meet and greet service is provided on all sea/cruise port pickups. The driver will meet the passengers in the airport arrivals hall with a name board.
Maximum free waiting time is 30 minutes, starting from the requested pick up time. Afterwards, 5GBP per every 20 minutes will apply.
Hotel and address pickups
Pickups from residential addresses, hotels, offices and other venues are allowed 10 minutes of free waiting time from the actual time book, there after 20 pence per minute will be added to the fare quoted.
Eurostar and Station Pickup
The driver will pick up from the designated pickup point outside the station (not taxi rank). Exact meeting points for these locations will be specified in the confirmation email with maps for guidance. As soon as you arrive, give us a call and the driver will be instructed to arrive at the designated pickup point.
If there are any delays, it’s the passenger’s or booker’s responsibility to inform the company. In such a scenario, especially if the delay is significant, the driver will be withdrawn and the availability will be reassessed based on the new times provided.
Meet and greet service where the driver will meet the passengers at the arrivals gate can also be added to station pickups for an additional £9 GBP. This can be done by contacting our customer service team by email or phone at the time of booking.
The maximum waiting time is 30 minutes for Eurostar arrivals and 5 minutes for other domestic trains. This time can be extended if the passenger calls and informs us of any delays, at an extra charge of 5GBP every 20 minutes. Should the passenger not arrive within the above stated times and without any notification of a delay, the driver will be withdrawn and the booking will be considered as a “No Show”. You will be liable to pay the full fare.
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.
Additional Drop offs and Pick ups
Additional drop offs and pickups can be added to a journey for an extra charge. This charge will be a minimum of 5GBP per diversion, depending on actual mileage.
Booking Cancellations and changes
All Airport Pickup can be cancelled or changed in advance by giving 6 hours’ notice prior to the transfer time.
A booking of transfer can be cancelled or changed in advance by giving 2 hours’ notice prior to the transfer time.
To cancel or change any bookings, you must contact our customer service team.
You do not cancel or change a booking with our drivers.
A journey is considered a “No Show” if a passenger fails to meet the driver at the requested pick up time, including airports, seaports, stations, hotels and other private address.
All bookings made online or over the phone on basis of paying the driver cash, and if the booking was secured with a valid credit or debit card, the full fare of transfer will be charged in the event of a no show.
All bookings pre-paid by a credit or debit card will not be refunded in the event of a no show.
If you are unable to locate our driver, 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.
In the event that a booking has been confirmed by us, but the customer hasn’t received the confirmation email due to technical fault at their end, and if the driver is dispatched for pickup but the customer has not showed up or refuses to travel with the driver, the journey will be considered as a no show and the customer will be liable to pay the full fare.
If the customer hasn’t received the confirmation email from us, they must call us.
The driver will plan the route to a destination by considering the traffic, time, road closures, diversions and others at the time of pickup.
Prices are quoted to drive through the most economical route.
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.
Restricted access and pedestrian only locations
If the driver cannot access a location due to restrictions such as bus lanes, pedestrian only roads and others, the passengers will be dropped off at the closest possible location.
If a pickup location has restrictions and the driver is not permitted entry, it’s the booker’s or passenger’s responsibility to notify us so that an appropriate pickup point can be assigned. If this is not communicated to us in advance, we will advise you on the day of the journey the best possible location for collection.
Passengers must be prepared to meet the driver at the designated point.
The company cannot be held responsible for any financial losses, missed flights, trains, ship or meetings because the car did not arrive for pickup or reach the drop off on time due to adverse weather, vehicle breakdown, traffic conditions, road traffic accidents, road closures, restricted access areas and event destruction.
In unexpected incidences such these, we will call and inform the customer as soon as we are aware of the delay and it is passenger’s responsibility to make the decision to wait for our car to arrive or to make alternative travel arrangements.
Company accepts no responsibility for any loss or damage to property, howsoever such loss or damage may be caused.
Company cannot be held responsible for being given the wrong booking information by the customer.
If the customer booked online and received a reference number but not received the booking confirmation email from us, they must contact us. (emails tend to go into the Junk and Spam folders sometimes). This is so that we can verify if the booking is confirmed or not. This applies to same day only bookings only or booking done overnight through our website or app (UK time).
Refunds will be issued on the following conditions:
All pre-paid bookings booked with a credit card or debit card; cancellations must be notified 6 hours prior to the actual pick up time.
In the event of a missed flight, it is the passenger’s or Booker’s responsibility to inform us immediately by calling us. If the journey was pre-paid, the Full fare will be refunded .
Refunds will not be issued under below circumstance:
If cancellations are notified less than 6 hours from pickup time.
If the passenger books the transfer for a wrong date, wrong flight number and other misleading information.
If the passenger leaves the pickup point without informing us for any reason whatsoever.
Fouling or Vomiting
Any fouling or vomiting in the car by a passenger will result in a minimum charge of 50.00GBP depending on the severity of the fouling or vomiting.
Non-Solicitation of personnel
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.
If you wish to make further travel arrangements such as returns trips or amendments for future bookings, you must book through our official website or contact our customer service team via our online chat, through email or by phone.
You do not book directly with the driver or provide them with any personal information such as contact details. Most importantly, the company cannot take any liability for any issues regarding the transfer and the driver’s private hire and reward insurance will not cover any claims.
If you directly hire or book any of our drivers, we reserve the right to levy a 6,000GBP fee to cover the costs of recruiting and training the driver.
GOVERNING LAW AND JURISDICTION
These Terms & Conditions shall be governed by and construed in accordance with the laws of England and Wales. Disputes arising in connection with these Terms & Conditions shall be subject to the exclusive jurisdiction of the England and Wales.
All our vehicles are non-smoking.
Drivers reserve the right to refuse to pick up any passenger who behaves in a disorderly, threatening or abusive manner. In such a scenario, the passenger or booker is liable to pay for the full fare.
Pets: If you are travelling with a pet, you must notify us at the time of making the booking. If you are travelling with a guide dog, a secure lead/harness for the dog must be present and there will be a charge of 15GBP to clean the vehicle.
Apart from guide dogs, all the other pets must be kept in a secure cage which has a secure litter tray to avoid any stains or damages to the car surface.
For any damages caused by pets including fouling or staining the vehicle, there will be 50GBP charge for a cleaning. More sever damages like scratches to the vehicle interiors, the charges will be asses based on the damage caused.
It is the owner’s responsibility to get their pets on and off the vehicle, and ensure that all pets are supervised and behave appropriately throughout the journey.
If a guide dog or pet is found to be threatening or aggressive, the driver has the right to refuse the service and you will liable to pay the full the fare of the journey.
Eating and Drinking: Food and drinks are generally not allowed in the vehicle without the driver’s discretion. If you wish to have a small snack or drink in the vehicle, please speak with the driver. Consumables that leave a strong odour are strictly not allowed. Passengers are responsible to keep the vehicle clear during the journey.
Spills, dropped crumbs, litter and stains will be charged at 30GBP for cleaning the vehicle. Other damages which are more sever will be assessed and charged accordingly.
Taking break: 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.
Carrying, loading and unloading luggage: It’s the passenger’s responsibility to carry, load and unload luggage to and from the vehicle. Drivers may help you as a goodwill gesture, on request. Drivers cannot leave the vehicle unattended. Passengers must bring their luggage to the vehicle as the driver cannot collect luggage from your door step, inside the house or hotel reception.
It’s the passengers’ responsibility to ensure that their belongings are not left behind or lost at the time of loading, unloading or carting to the vehicle. The company or driver will not accept any liability for loss or damages to your belonging during this process.
Getting on and off the vehicle: It’s the passenger’s responsibility to get into and out of the vehicle. Drivers may assist a passenger on request as a gesture. Neither the company nor the driver will not accept any liability for injuries and damages caused during this process.
Lost property: 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.
Gratuity: Gratuity can be paid to the driver in cash based on the quality of service provided by the driver. Gratuity will not be accepted through credit card.