Booking Terms & Conditions

Your Quote

Your quote is based on the information provided at the time of booking, including pickup and drop-off locations, journey distance, time of day, number of passengers, and luggage. If your requirements change, please request a revised quote before your journey.

Confirming Your Booking

For bookings made online, payment in full is required via the website to confirm your journey. For bookings made by phone, our team will confirm the payment amount with you directly — either a booking fee or the full fare — and send a secure payment link to complete it. Once received, you'll receive confirmation by email with your journey details. A quote does not guarantee availability, and we're unable to hold a booking until payment has been received.

Payment Options

Online bookings (website): The full fare is always paid in full on the website at the time of booking.

Telephone bookings: The amount required to confirm your booking — a booking fee or the full fare — will be confirmed with you over the phone, and payment is then completed via a secure payment link.

Corporate accounts: Payment is made in advance via a pre-funded account balance — services are only confirmed once the account balance covers the request, with a top-up notification sent well before the balance runs low.

Your Journey

Your driver will collect you from the agreed pickup location at the agreed time, transport you and your luggage to the agreed destination, and make reasonable comfort stops where appropriate. It's your responsibility to ensure the pickup time suits your schedule. We are not liable for delays caused by traffic, road closures, weather, or other factors outside our control.

Waiting Time

For airport pickups, we allow 1 hour from the time your flight actually lands before waiting time charges apply, after which waiting time is charged at £25/hour pro rata. For all other journeys, we allow 15 minutes from the agreed collection time before waiting time charges apply, at the same rate.

Delayed Flights

For airport pickups, we monitor your flight and aim to minimise disruption caused by delays. For longer journeys, your driver may need to depart before your flight lands to meet your onward schedule — we'll always aim to keep you informed. We're not able to guarantee driver availability for flights delayed by more than 6 hours; in this situation we'll help arrange an alternative.

Cancelling a Booking

Cancellations made 48 hours or more before your scheduled journey will be fully refunded. Cancellations made between 24 and 48 hours before will be charged at 50% of the fare. Cancellations made less than 24 hours before will be charged in full. Please contact us as early as possible if you need to cancel.

No Shows

If you don't show up for a booked journey and haven't been in contact to cancel or amend it, the full fare will apply. For airport pickups, this applies after the 1-hour waiting period above has passed with no contact.

Passenger Conduct

We reserve the right to decline or end a journey for any passenger who behaves in a disorderly, threatening, or abusive manner, or who we reasonably consider a risk to our drivers or other passengers. We provide our services in line with the Equality Act 2010.

Vehicle Allocation

Vehicle type and capacity will be confirmed on your booking confirmation. If the allocated vehicle is unexpectedly unavailable, we'll provide a suitable alternative at no additional cost.

How We Fulfil Your Booking

National Transfer coordinates journeys through a network of licensed, insured Hackney carriage drivers and, for larger groups, licensed minibus and coach operators. In these cases, National Transfer acts as a booking agent — the contract for your journey is between you and the driver or operator carrying it out, and National Transfer collects and manages payment on their behalf as part of managing your booking. Every driver and operator we work with is selected and held to the same standards of presentation, punctuality, and communication.

Onward and Long-Distance Journeys

We're happy to arrange journeys to any destination, including airports outside our core coverage area and longer-distance routes. Availability and pricing for these journeys will be confirmed at the time of booking.

Travel Insurance

You're responsible for ensuring you have appropriate travel insurance to cover personal belongings, luggage, and any losses arising from delays, missed flights, or trip interruption.