Terms & Conditions

1. About These Terms

These terms apply to private hire, airport transfer and related passenger transport services booked with WhiteCars.

A booking is accepted when WhiteCars confirms it verbally, by telephone, email, text message or another agreed method. The person making the booking is responsible for ensuring that all journey details are accurate and that every passenger is aware of these terms.

All journeys must be booked in advance.

2. Our Fleet and Availability

WhiteCars operates a small fleet of three vehicles. All bookings are subject to the availability of a suitable licensed vehicle and driver.

We will take reasonable steps to provide the booked vehicle and arrive at the agreed time. A particular vehicle, driver, colour, model or registration cannot be guaranteed unless expressly confirmed as part of the booking.

If necessary, we may arrange a suitable replacement vehicle or use another properly licensed and insured private hire operator. We will remain responsible for managing the booking unless we tell the customer otherwise and the customer agrees.

3. Prices

Airport transfer prices shown on the current WhiteCars price list are:

• For a one-way journey
• Per vehicle
• For up to four passengers
• Valid until 31 March 2027, unless a different price or validity period is confirmed in writing

The price quoted at the time of booking will apply to the journey details supplied by the customer.

A revised price may be required if the customer changes the pickup point, destination, date, time, route, passenger numbers, luggage requirements or requested stops.

Any material change will be explained and agreed before the journey wherever reasonably possible.

4. Airport Fees and Waiting Time

Airport drop-off fees and reasonable short-term pickup parking fees are included in the quoted airport transfer price unless the booking confirmation states otherwise.

For airport pickups, the price includes up to 45 minutes of waiting time beginning when the flight lands.

After the included 45 minutes, waiting time is charged at £25 per hour.

Where a passenger is significantly delayed after baggage collection or cannot be contacted, the driver will make reasonable attempts to locate them before treating the booking as a passenger no-show.

5. Out-of-Hours Charge

An additional charge of £40 applies to arrivals or departures scheduled between 23:00 and 06:00.

The out-of-hours charge will be identified when the booking is quoted or confirmed.

6. Airport Meet & Greet Service

For airport arrivals, the driver will normally wait inside the terminal arrivals area with a clearly displayed passenger name board.

The customer must provide the correct passenger name, flight number, scheduled arrival date and time, terminal information and a working mobile telephone number whenever possible.

WhiteCars will monitor the supplied flight number and make reasonable adjustments to the driver's arrival time when the flight is delayed.

Flight tracking depends on information supplied by the airline, airport and third-party flight-information services. Customers should notify WhiteCars directly of cancellations, diversions, missed connections or substantial itinerary changes.

7. Passenger Safety and Handover

Drivers provide transport services and cannot assume responsibility for a passenger outside the collection, journey and handover arrangements expressly agreed as part of the booking.

8. Comfort Stops

Reasonable toilet or refreshment stops are available without an additional stopping fee on long-distance journeys.

Passengers should tell the driver when a stop is required. Stops remain subject to road safety, parking restrictions and the availability of a suitable stopping place.

Substantial diversions, lengthy stops or additional destinations may result in an agreed additional charge.

9. Booking Information

The customer should provide:

• Passenger name and contact number
• Pickup address and destination
• Date and required pickup time
• Flight number and terminal, where applicable
• Number of passengers
• Approximate amount and size of luggage
• Details of mobility aids, child seats or other assistance required
• Details of any unaccompanied minor or vulnerable passenger
• Contact details for a parent, guardian, carer, emergency contact or receiving person, where applicable

WhiteCars is not responsible for problems caused by inaccurate, incomplete or late information supplied by the customer.

10. Passenger and Luggage Capacity

The published prices cover up to four passengers, subject to the safe seating and luggage capacity of the allocated vehicle.

The customer must disclose unusually large or excessive luggage, wheelchairs, mobility equipment, pushchairs, sports equipment or other bulky items before the booking is confirmed.

A driver may refuse to carry any item that cannot be transported safely or lawfully.

11. Disabled Passengers and Assistance Dogs

WhiteCars will not refuse a booking because a passenger is disabled except where no suitable vehicle is reasonably available.

Drivers will provide reasonable assistance to disabled passengers and will not charge extra for assistance required by law.

Recognised assistance dogs will be carried without an additional charge unless the allocated driver holds a lawful medical exemption. Customers are encouraged to mention an assistance dog when booking so that an appropriate driver can be allocated.

Customers should discuss wheelchair accessibility and mobility requirements before booking because not every vehicle may be suitable for every wheelchair or mobility aid.

12. Passenger Conduct

Passengers must behave lawfully and must not:

• Threaten, abuse, distract or endanger the driver or another passenger
• Damage or excessively soil the vehicle
• Smoke or vape inside the vehicle
• Carry illegal, dangerous or prohibited items
• Ask the driver to exceed speed limits, park unlawfully or breach licensing conditions
• Consume alcohol where the driver reasonably considers this unsafe or inappropriate

The driver may end or refuse a journey where continuing would be unlawful or would create a genuine safety risk.

The customer may be charged the reasonable cost of repairing damage or carrying out exceptional cleaning caused by a passenger, supported by evidence of the loss.

13. Delays and Events Outside Our Control

Pickup and journey times are estimates and may be affected by traffic, road closures, accidents, severe weather, security incidents, airport disruption or other circumstances outside our reasonable control.

WhiteCars will take reasonable steps to minimise disruption and notify the customer where practicable.

Customers should allow sufficient time for airline check-in, security, appointments and onward connections. WhiteCars does not guarantee that a passenger will catch a flight, train or other connection.

Nothing in these terms limits the customer's statutory rights or excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence.

14. Cancellations and No-Shows

The cancellation policy will be stated clearly when the booking is confirmed.

Cancellation schedule:

• More than 48 hours before pickup: no charge.
• Between 24 and 48 hours before pickup: 25% of fare payable.
• Less than 24 hours before pickup: 50% of fare payable.
• Passenger no-show after reasonable contact and waiting attempts: 100% of fare payable.

Any cancellation charge will be reasonable and will reflect the work already carried out, costs incurred and losses that WhiteCars could not reasonably avoid.

For airport collections, the driver will make reasonable attempts to locate and contact the passenger before the booking is treated as a no-show.

If WhiteCars cancels a booking and cannot provide a suitable alternative, any payment made for the cancelled service will be refunded.

15. Payment

A deposit of £50 is payable in advance to secure the booking and will be credited towards the total fare.

The remaining fare must be paid either before the journey or on the date of transport, using the payment method agreed when the booking is confirmed.

The customer is responsible for any additional charge agreed because of a booking change, additional destination, extended waiting time or exceptional cleaning or damage.

16. Lost Property

Passengers are responsible for checking that they have collected their belongings before leaving the vehicle.

Any item found will be stored securely for a reasonable period. WhiteCars will take reasonable steps to identify or contact the owner but cannot guarantee recovery.

The passenger may be asked to pay the reasonable cost of returning or posting an item.

17. Personal Information

WhiteCars may collect passenger names, contact details, journey information, flight details, payment records and relevant assistance or emergency-contact details where needed to arrange and provide the service, meet licensing requirements, maintain safety and handle enquiries or complaints.

Information may be shared with the allocated driver, a replacement licensed operator, the person who made the booking, a nominated contact, a payment provider, the licensing authority or law-enforcement bodies where necessary and lawful.

Personal information will be protected and retained only for as long as required for the relevant operational, licensing, tax, safety or legal purpose.

Further details are provided in the WhiteCars Privacy Notice.

18. Complaints

Complaints should be submitted promptly in writing to enquiries@whitecars.org.uk.

Please include the booking date, passenger name, pickup location and a description of the issue.

WhiteCars will investigate complaints and aim to respond within a reasonable period.

Customers may also contact Torbay Council where a complaint concerns driver, vehicle or operator licensing.

19. Changes to These Terms

WhiteCars may update these Terms & Conditions from time to time.

The terms supplied or made available when a booking is confirmed will apply to that booking unless a change is expressly agreed with the customer.

20. Governing Law

These Terms & Conditions are governed by the law of England and Wales.

The courts of England and Wales will have jurisdiction, although consumers retain any mandatory right to bring proceedings in another part of the United Kingdom where applicable.

Nothing in these Terms & Conditions affects a customer's statutory consumer rights.