Terms & Conditions

1. DEFINITIONS

1. In these Terms, the following expressions apply unless the context states otherwise.
2. “Agreed Pick-Up Point” – the location from which you will be collected as stated in your booking.
3. “Agreed Time” – the date and time for collection as stated in your booking.
4. “Booking” – a pre-booked journey arranged through our website, phone or email.
5. “Picks Travel” – Picks Travel Ltd, the licensed operator handling your booking.
6. “Supplier” – a trusted partner operator we may use to fulfil a booking.
7. “Supplier T&C” – a Supplier’s terms that may also apply to your trip.
8. “Card” – the debit/credit card you use to pay.
9. “Cash/BACS” – payment made to the driver (cash) or to our bank (BACS).
10. “Details” – information you provide (names, addresses, dates, times, contact info).
11. “Fare” – the price for the journey quoted and accepted.
12. “Trip” – the journey from the pick-up to the drop-off location(s).
13. “PHV” – Private Hire Vehicle used for pre-booked trips under applicable licensing rules.
14. “Digital Acceptance” – confirming a booking online, by phone or by email, which confirms your agreement to these Terms.

2. GENERAL

1. By placing a booking you confirm that you are at least 18 and authorised to enter the agreement (including when booking for others).
2. Any variation to these Terms must be agreed by us in writing.
3. If a clause is found unlawful or unenforceable, the remaining clauses continue in full and a valid replacement clause will be applied where possible.

3. USE OF WEBSITE

1. You must provide accurate information. You are responsible for errors in dates, times, postcodes, passenger/luggage counts and contact details.
2. We may use cookies and analytics to run and improve the site. See our Privacy and Cookies policies.
3. We may refuse or cancel a booking and refund any monies paid where appropriate.

4. BOOKINGS

1. Your booking is an offer which we may accept. Quotes are fixed for the details you submit.
2. Changes requested after booking (vehicle type, route, extra stops, waiting time, passenger/luggage changes) may alter the Fare.
3. We may allocate an equivalent vehicle class to fulfil the trip, or use a licensed partner Supplier where needed.
4. We cannot guarantee Particular Requirements made via notes (e.g., specific driver, gender, special seating). Please contact us first if essential.
5. Fraudulent or misleading bookings may be cancelled without refund and may be reported to the relevant authorities.

5. PAYMENT

1. Card payments are processed securely by our payment providers. We may place an authorisation and later adjust the charge for agreed changes.
2. Cash: pay the driver directly. BACS: pay our bank account by the due date we provide.
3. Extras (e.g., tolls, car parks for airports/stadia, Congestion/Clean Air charges, cleaning for spillages) may be added to the Fare.
4. Where services are invoiced, payment is due within 7 days unless otherwise agreed. Late payment may attract interest (8% p.a. over BoE base) and recovery costs.

6. INSURANCE

1. Vehicles and drivers are licensed and insured as required by the relevant Licensing Authority.
2. We are not responsible for loss/damage to your property during a Trip. You should insure valuables accordingly.

7. CANCELLATIONS & REFUNDS

1. Bookings cancelled less than 1 hour before the scheduled pick-up time are fully chargeable (100% of the fare). Bookings made within 1 hour of the scheduled pick-up time that are then cancelled are also fully chargeable.
2. Unless otherwise stated on your confirmation, the following refund terms apply:
   (i) More than 7 days before pick-up – full refund, less any admin or booking fees.
   (ii) 2–7 days before pick-up – 80% refund.
   (iii) 12–48 hours before pick-up – 50% refund (or 50% charged to account).
   (iv) Less than 12 hours before pick-up – no refund (or 100% charged to account).
3. If our driver or partner fails to arrive within 15 minutes of the Agreed Time (30 minutes for airport collections) and you choose not to travel, you may claim a full fare refund. If you proceed with the Trip, no refund is due.
4. No-show: If you are not at the Agreed Pick-Up Point within 30 minutes of the Agreed Time (or reasonable waiting time for delayed flights), the driver may leave and the booking will be charged in full. Waiting and parking charges may apply if the driver waits beyond 15 minutes.
5. Refunds for card payments are returned to the original payment method within up to 5 business days once approved.

8. WARRANTY & LIABILITY

1. We act as the licensed operator and may use partner Suppliers. Legal remedies for service failures lie with the service provider actually performing the journey, though we will assist.
2. We are not liable for indirect or consequential loss, or for missed connections where adequate time was not allowed. Journey times are estimates only.
3. Our total liability under these Terms is limited to £500, except for death/personal injury caused by negligence or where otherwise prohibited by law.

9. BEHAVIOUR

1. Drivers may refuse carriage or end a Trip where behaviour risks safety or causes damage. Alcohol may not be consumed in vehicles. Suspected intoxication may result in refusal of service.

10. LIMITATIONS & EXCLUSIONS

1. We will not carry hazardous/illegal items or goods likely to deteriorate in transit. Items of high value (>£50 intrinsic value) are carried entirely at your risk.
2. No liability for loss/damage arising from breakdowns, accidents, severe weather, strikes, legal restrictions, or other events beyond our reasonable control.

11. DISPUTES

1. Please raise any service issue within 24 hours of travel by emailing [email protected] or calling 0151 459 0188.
2. If your Trip involved a partner Supplier, you may need to contact them first. If unresolved, we will help mediate and may refer matters to an independent reviewer.

12. PRIVACY

1. We handle personal data in line with our Privacy Policy, including data shared with drivers/partners to deliver your Trip.

13. MISCELLANEOUS

1. These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.
2. Notices to us: [email protected]. Notices to you: the email you provided at booking.
3. We may update these Terms by posting a new version on our website. Continued use of our services confirms acceptance.