ExTransfers Terms of Service

1. Definitions and Interpretation

1.1. The Terms and Conditions – The standard terms and conditions set out in this document, including any special terms agreed in writing between the Passenger and ExTransfers.

1.2. The Passenger – The person or company making the booking and any other person on whose behalf the booking is made.

1.3. ExTransfers – The provider of transportation and chauffeuring services.

1.4. The Contract – The agreement for the provision of transportation services as defined in section 2.

1.5. The Transportation Service – The transportation or chauffeuring service supplied by ExTransfers in accordance with these terms and conditions.

2. Transportation Services

2.1. ExTransfers is fully responsible for both accepting bookings and providing the transportation services to the Passenger.

2.2 A booking represents an offer by the Passenger to purchase the Transportation Service in accordance with these Terms and Conditions. When ExTransfers confirms the booking by sending an email confirmation to the Passenger, a Contract is formed between ExTransfers and the Passenger.

2.3. ExTransfers reserves the right to decline a booking for any reason at its sole discretion.

2.4. ExTransfers will use reasonable efforts to provide a licensed driver and a vehicle in good working order of the type specified by the Passenger or a reasonable alternative if unavailable.

2.5. ExTransfers may use third-party licensed providers to fulfill the booking.

2.6. ExTransfers assumes full responsibility and liability for the provision of all transportation services booked through us, whether provided directly by ExTransfers or through third-party licensed providers.

2.7. ExTransfers will track all incoming flights to ensure timely pickups.

2.8. ExTransfers will provide a meet and greet service at airports, with the driver waiting at the designated meeting point.

3. Booking Terms

3.1. Quoted prices are valid for 24 hours unless otherwise specified.

3.2. Prices are fixed based on the journey specified at the time of booking and may change if alterations occur.

3.3. Additional charges may apply for deviations from the original journey, extra waiting time, or additional services.

3.4. ExTransfers reserves the right to charge surcharges during peak periods, holidays, or high demand times.

3.5. Payment can be made by credit card, debit card, or bank transfer.

3.6. Cancellation fees apply as follows:

• More than 24 hours before pickup: Full refund.
• Between 24 and 3 hours before pickup: 30% cancellation fee.
• Less than 3 hours before pickup: 50% cancellation fee.
• After vehicle departure: 100% cancellation fee.

3.7. Passengers must inform ExTransfers if they wish to carry any domestic animals. Guide dogs are exempt from this requirement.

4. Included with the Booking

4.1. Free waiting time: 15 minutes for regular addresses, 30 minutes for airports/ports.

4.2. Additional waiting time will be charged as per the price list.

4.3. Parking fees are chargeable to the Passenger.

4.4. Flight tracking and meet and greet services are included for airport pickups.

5. General Terms

5.1. Passengers must use seatbelts at all times.

5.2. Smoking and alcohol consumption are not permitted in the vehicles.

5.3. ExTransfers reserves the right to refuse service to any Passenger who is intoxicated, disorderly, or poses a threat.

5.4. Unaccompanied minors under 14 years of age are not allowed to travel alone.

5.5. Passengers are responsible for their luggage and any damage caused to the vehicle.

5.6. ExTransfers will not carry hazardous materials, illegal substances, or any items prohibited by law.

5.7. Passengers must ensure they allow sufficient time for their journey, including check-in times and potential traffic delays.

6. Liability

6.1. ExTransfers accepts full liability for the transportation services provided, including both the booking process and the journey itself.

6.2. ExTransfers is not liable for delays caused by factors beyond its control, such as traffic, weather conditions, or technical issues.

6.3. ExTransfers is not responsible for any loss or damage to luggage.

6.4. ExTransfers' liability for any claim is limited to the amount paid by the Passenger for the service.

6.5. ExTransfers will not be liable for any missed flights, trains, or other connections due to delays.

6.6. ExTransfers will not be liable for any items left behind by the passenger.

7. Governing Law

7.1. These Terms and Conditions are governed by the laws of England, and any disputes will be decided by the English courts.

8. Complaints and Dispute Resolution

8.1. ExTransfers takes complaints seriously and will investigate thoroughly. Please contact us with your reference number and details of the complaint.

8.2. Complaints can be submitted via email or phone.

8.3. ExTransfers will respond to complaints within 5 working days.

9. Contact Information

For any queries or complaints, please contact us here.

10. Data Protection

10.1. ExTransfers complies with the Data Protection Act 2018 and GDPR.

10.2. Personal data will be processed in accordance with our Privacy Policy, available on our website.

11. Changes to Terms and Conditions

11.1. ExTransfers reserves the right to amend these terms and conditions at any time. Existing bookings will be honored under the terms at the time of booking.

Cancellation Timeline

• 24+ hours before pickup: Full refund
• Between 24 and 3 hours before pickup: 30% cancellation fee.
• Less than 3 hours before pickup: 50% cancellation fee.
• After vehicle departure: 100% cancellation fee.

Last-minute Bookings

Bookings made within the 2 hours of the trip commencing are subject to a 10% fee if cancelled

Cancelled Flights

If the flight associated with the booking is cancelled, you will be offered the opportunity to reschedule your booking for a later date if the driver is not already enroute. If you choose to reschedule, the price will be adjusted accordingly.

How to Cancel

To cancel your booking, please contact our customer service team by replying to the booking confirmation. Alternatively, you can contact us here.

It is the customer's responsibility to notify their driver for cancellations made out of hours (i.e. when the office is closed).

Refunds may be take up to 10 days to be processed.

1. Introduction

ExTransfers (“we,” “our,” or “us”) is committed to protecting and respecting your privacy. This privacy policy explains how we collect, use, and protect your personal information when you use our transportation and chauffeuring services.

2. Information We Collect

We collect and process the following information:

• Name, email address, and phone number
• Billing and payment information
• Pickup and drop-off addresses
• Flight details (for airport transfers)
• Special requirements or preferences
• Communication records between you and our team
• CCTV footage from our vehicles (where applicable)
• GPS location data during journeys

3. How We Use Your Information

We use your information for:

• Providing our transportation services
• Processing payments
• Communicating about your bookings
• Meeting our legal obligations as a TfL licensed operator
• Improving our services
• Ensuring the safety and security of our passengers and drivers
• Marketing communications (with your consent)

4. Legal Basis for Processing

We process your data under the following legal bases:

• Contract performance
• Legal obligations
• Legitimate interests
• Consent (for marketing)

5. Data Retention

We retain your personal data for:

• Booking details: 12 months (as required by TfL)
• Financial records: 6 years (as required by law)
• CCTV footage: 30 days
• Marketing preferences: Until you withdraw consent

6. Data Sharing

We may share your information with:

• Our licensed drivers
• Payment processors
• Transport for London (TfL)
• Law enforcement (when required)
• Insurance providers

7. Your Rights

Under data protection law, you have rights including:

• Right to access your data
• Right to rectification
• Right to erasure
• Right to restrict processing
• Right to data portability
• Right to object to processing

8. Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized or unlawful processing and accidental loss, destruction, or damage.

9. International Transfers

We do not transfer your personal data outside the UK/EEA unless necessary for your journey and with appropriate safeguards in place.

10. Cookies

Our website uses cookies to enhance your browsing experience. You can control cookies through your browser settings.

11. Marketing

We will only send you marketing communications with your explicit consent. You can withdraw this consent at any time.

12. Changes to Privacy Policy

We may update this privacy policy from time to time. Any changes will be posted on our website.

14. Complaints

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).

15. TfL Compliance

As a TfL licensed operator, we maintain records of all bookings, vehicle details, and driver information as required by law. These records are available for inspection by TfL upon request.