Updated on 12.01.2026 
 

1. Definitions and Interpretations 

1.1 In these Terms and Conditions: 

• “Operator” – London Airportlink Executive Transfer 

• “Passenger” – Any person placing a booking or travelling in a booked vehicle 

• “Driver” – A TfL-licensed private hire driver allocated by the Operator 

• “Booking” – Any reservation accepted by the Operator 

• “Contract” – The legally binding agreement between Operator and Passenger 

• “Licensing Authority” – Transport for London (TfL), responsible for licensing and regulating private hire operators, vehicles, and drivers 

1.2 References to legislation include amendments or re-enactments. 
1.3 Headings are for convenience only. 

 

2. Scope of Services 

2.1 The Operator provides exclusive private hire services only. No shared rides, no street hails, and no subcontracting. 
2.2 Bookings must be made in advance only via Landline, WhatsApp, or Email. Face-to-face booking is not available. 
2.3 Only authorised staff with proper checks may handle customer information, in line with TfL requirements. 
2.4 Only fully licensed and insured TfL-compliant drivers and vehicles will be used. 

2.5 Booking confirmation with all necessary and required details including a voice call number, will be sent to the customers by email or WhatsApp text. 

 

3. Formation of Contract 

3.1 A binding contract forms when the Operator confirms the booking. 
3.2 The contract is between the customer, and the operator and the operator is responsible for the whole journey. 
3.3 Confirmations may be provided via Landline, WhatsApp, or Email. 
3.4 All booking records are stored securely for compliance and may be provided to TfL if asked. 

3.5 Operator will dispatch the job to licensed and up-to-date documented private hire drivers and arrange collecting fares from the customers for the assigned drivers. 

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4. Prices and Payment 

4.1 Fares are fixed and agreed in advance, based on distance, waiting time, number of pickups/drop-offs, and any specific service requirements. 
4.2 No surprise charges will be applied; the Passenger is informed of the total fare before the journey and probable additional charge at fixed rate due to additional drop offs or extra waiting time etc.                                                                                                          

 4.3 Payments should be made in advance by debit card, credit card, or bank transfer. 
4.4 The Operator does not accept cash payment.  

4.5 Customers can pay cash/card in the car to the driver before the start of the journey, but in such cases, customers must pay minimum 33% of the total agreed fixed fare during the booking time. 

 

5. Waiting Time & No-Show Policy 

5.1 Residential and office pickups include up to 30 minutes of free waiting time. 
5.2 Airport/rail/seaport pickup: up to 3 hours (including free waiting periods of 45 minutes from arrival time, we monitor live arrivals of your flights) after arrival time of plane/train/ship. 
5.3 If the Passenger cannot be contacted within the waiting period, the journey will be treated as a No-Show and charged in full. 
5.4 Any additional waiting time will be charged at the agreed rate communicated to the Passenger beforehand. 

 

6. Cancellations 

6.1 Cancellations must be sent via Landline, WhatsApp or Email. 
6.2 Cancellation terms: 

- More than 24 hours before pickup: Full refund, less processing fees. 

- Less than 24 hours / No-Show: 100% of booking cost will be charged. 

6.3 The Operator may cancel only for safety, operational, or compliance reasons. A full refund will be issued.

6.4 No Refunds will be made if: 

- the client leaves the pick-up point for any reason without informing the operator 
-If the client makes a booking on the incorrect date, time, or pick-up point. 

 

 7. Passenger Responsibilities 

7.1 Passengers must provide accurate pickup/drop-off details and be ready on time. 
7.2 Luggage must be safe, secure, and suitable for the vehicle type. 
7.3 Passengers must behave safely and respectfully. Drivers may refuse unsafe or abusive behaviour.  
7.4 A dedicated telephone number (for landline or mobile voice call/whatsapp call - whichever acceptable to the customer) will be available so Passengers can contact the Operator before, during and after any journey. 

 

8. Driver Responsibilities & Compliance 

8.1 All drivers must hold a valid TfL Private Hire Driver Licence, operate a fully TfL-licensed and insured PHV, and job must be allocated by the Operator before starting work. 

8.2 The Operator verifies and routinely checks the driver’s Private Hire licence validity, DVLA driving licence, vehicle PHV licence, MOT, insurance and overall roadworthiness, the driver’s right-to-work and identity, and full compliance with safeguarding requirements and all applicable TfL regulations. 

8.3 Private Hire Drivers may only accept bookings allocated by the Operator and must never take direct bookings from passengers. 

8.4 Drivers must drive safely and lawfully, maintain vehicle cleanliness, act professionally, respect all passengers, and follow all safeguarding procedures, including assisting vulnerable passengers safely. 

8.5 Drivers must ensure all passengers wear seatbelts and that child restraints are used where legally required. 

8.6 Maximum daily working hours are 10 hours, and drivers must follow the Working Time Regulations (maximum 60 hours per week and an average of 48 hours per week). Drivers must immediately report any fatigue, incidents, complaints, concerns, or delays to the Operator. Driver must report to the operator if maximum daily driving hours exceeds because of their working for another company. 

8.7 Drivers may refuse carriage only for legitimate safety reasons, including unsafe behaviour or luggage exceeding the vehicle’s safe capacity. 

8.8 Drivers must not discriminate, refuse disabled passengers without lawful reason, or overcharge under any circumstances. 

8.9 drivers will work as a self-employed and they will be responsible to submit their personal tax information to the tax authority.  

8.10 Driver must inform operator if they are VAT registered, and provide VAT registration number, if applicable. 
 

9. Safety & Security Measures 

9.1 Journey details are recorded and stored according to TfL compliance. 
9.1 The Operator ensures that journey details are recorded and stored in compliance with TfL requirements prior to dispatch. 

9.2 Passengers will always have access to a contact number to speak with the Operator for assistance before, during, and after the journey. 

9.3 Only TfL-licensed drivers and TfL-licensed vehicles will be allocated to bookings. 

9.4 Vehicle condition and driver documentation, including licences and insurance, are regularly verified and monitored by the Operator. 

9.5 All bookings are tracked in real time to ensure the safety and security of both passengers and drivers throughout the journey. 

9.6 Drivers must carry ID badges and display their TfL licence while operating the vehicle. 

9.7 Seatbelt guidance will be provided to all passengers, including the correct use of child restraints where applicable. 

9.8 Any incidents, delays, or concerns during a journey are reported and logged by the driver and Operator. 

9.9 Post-journey records, including trip logs and any reported incidents, are securely stored in accordance with TfL requirements for inspection. 

 

10. Complaints Procedure 

10.1 Complaints may be submitted via Landline, WhatsApp or Email. 
10.2 Complaints are reviewed and resolved by Directors who hold valid DBS clearance. 
10.3 All complaints are logged, investigated, and retained according to TfL requirements. 
10.4 Where required, complaint records may be shared with TfL for regulatory purposes. 

 

11. Lost Property 

11.1 Drivers must check their vehicles after each journey. 
11.2 Lost property is reported to the Operator, logged, and stored securely. 
11.3 Items are returned to the owner after verification. 
11.4 If unclaimed, items are disposed of according to TfL regulations and statutory guidelines. 

 

12. Data Protection & GDPR Compliance 

12.1 Personal data is collected solely for booking and operational purposes. 
12.2 Data is stored securely and only accessible to authorised personnel. 
12.3 No data is kept longer than required by TfL compliance and legal obligations. 
12.4 All data is deleted securely after the retention period. 
12.5 Data is not shared with third parties except when required by law or by TfL. 

 

13. Liability 

13.1 The Operator is not liable for delays caused by factors beyond reasonable control, including: 

• Severe traffic, road closures, diversions 

• Extreme weather conditions 

• Mechanical failure 

• Acts of God 

• Acts of war, terrorism, civil unrest 

• Emergency incidents or law-enforcement actions 

13.2 The Operator is not responsible for missed flights, trains, appointments, or losses resulting from delays. 
13.3 The Operator is not liable for damage or loss to passenger belongings unless caused by proven negligence. 

 

14. Governing Law 

All Terms and Conditions are governed by the laws of England & Wales and regulated by TfL. 

 

15. Acceptance of Terms 

By placing a booking, the Passenger confirms they have read, understood, and agreed to these Terms and Conditions, including all safety, compliance and cancellation policies. By accepting the trip, the Driver confirms they have read, understood, and agreed to these Terms and Conditions, including all safety, compliance and cancellation policies.