Terms & Conditions

1. Definitions – Terms and Conditions for Liverpool Private Hire & Airport Transfer Services

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 Policy.
3. We may refuse or cancel a booking and refund any monies paid where appropriate.

4. BOOKINGS

For more information on our services, see our Liverpool Private Hire Service and Airport Transfers pages.

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

Refund Windows

1. Bookings cancelled less than 24 hours before the scheduled pick-up time are fully chargeable (100% of the fare). Bookings made within 24 hours of the scheduled pick-up time that are then cancelled are also fully chargeable. This ensures driver and vehicle availability remains protected.
2. Unless otherwise stated on your confirmation, the following tiered refund terms apply to offer balanced flexibility for early adjustments:
   (i) More than 7 days before pick-up – full refund, less a £10 administration fee and any booking/processing fees.
   (ii) 3–7 days before pick-up – 50% refund.
   (iii) 24–48 hours before pick-up – 25% refund.
   (iv) Less than 24 hours before pick-up – no refund.

Driver Delays

3. While we always target absolute punctuality, unexpected traffic anomalies, accidents, and road gridlocks can occur. If our driver or partner fails to arrive within 45 minutes of the Agreed Time (60 minutes for airport collections) and you choose not to travel, you are entitled to claim a full refund. Please note that if you choose to secure alternative transit before this operational window has expired, the full booking fare remains chargeable.

Festivals, Race Meetings & Special Events

4. For collections at major high-traffic events (including but not limited to festivals, race meetings, concerts, and stadium sports games), local road closures and strict crowd control measures are entirely outside of our control.
5. If official traffic restrictions or security measures prevent the driver from safely or legally accessing the exact designated pick-up point, the driver will send their live location or a clear alternative meeting point directly to the customer via text or messaging channels.
6. It is the customer's sole responsibility to navigate to the driver's communicated location. Failure to actively coordinate with the driver or meet them at this alternative spot within the allocated event window will be treated as a customer No-Show, and the fare will remain non-refundable.

Airport Collection Policy

7. To simplify your arrivals process, your scheduled pickup time is automatically linked directly to the actual landing time of the aircraft. We track flights live to accommodate early arrivals or flight delays seamlessly.
8. The driver will remain available at the airport for a maximum of 60 minutes from the plane landing. Unless a terminal "Meet & Greet" service was explicitly added and paid for at the time of booking, drivers will await your arrival inside the designated external airport pickup zones or holding bays.
9. Mandatory Communication: To guarantee your booking security in the event of unforeseen border delays (such as long queues at passport control, customs, or baggage reclaim), the customer must make active contact with the driver or office within 60 minutes of landing.
10. Silence = No-Show: If no contact or attempt to communicate is initiated by the passenger within 60 minutes of the aircraft landing, the booking will automatically be classified as a No-Show. The driver will be systematically released to avoid airport congestion penalties, and the booking fare remains 100% chargeable. Extended waiting past 60 minutes is strictly dependent on vehicle availability and will incur additional waiting tariffs and parking fees.

No‑Show Policy

11. For standard, non-airport bookings, drivers will hold your reservation slot for a maximum of 15 minutes from the Agreed Time. If you are not at the Agreed Pick-Up Point within this window, the driver will be dispatched to their next scheduled trip, the booking will be registered as a No-Show, and the fare will be charged in full.
12. Refunds for card payments are securely routed back to the original payment method within up to 10 business days.

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 info@pickstravel.co.uk 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 and trusted 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: info@pickstravel.co.uk. 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.