1. Meaning of words used here
"Kingston Cab London", "we" and "us" refer to our business at Park Rd, Kingston upon Thames KT2 5LS. "You" is whoever places the booking, and a "passenger" is anyone who rides on it. The "operator" is the TfL licensed private hire firm that fulfils the trip, and the "driver" is the licensed private hire driver behind the wheel. A "booking" is a journey we have accepted, and the "fare" is its agreed price. Section headings are there to help you find things and carry no legal weight.
2. Licensed private hire
Each trip is run by a private hire operator, driver and vehicle licensed by Transport for London. London law requires private hire journeys to be booked in advance, so our drivers cannot take passengers who flag them down.
3. Booking with us
Only people aged 18 or over can book. Please give full and correct information, covering collection and destination addresses, date and time, passenger numbers, bags, and any extras such as child seats, animals or mobility needs.
Your booking is confirmed once our text or email confirmation reaches you. We are free to decline any booking. Special requests are handled on a best efforts basis and are guaranteed only when we confirm them in writing.
Should we spot a mistake in a price or booking, for example a typing slip, we will let you know promptly. You can then go ahead on the corrected details or cancel for a full refund of anything already paid.
4. Prices
Your fare is set at the time of booking, using the information you supply, and already includes any VAT due. It only moves if the job itself changes, such as when:
- You ask for an added stop, a new destination or a different route
- The driver waits past the agreed collection time
- More people or bags mean a bigger car is needed
- You request a child seat or other extra on the day
Any change will be explained to you before it applies. Depending on the route, tolls, tunnel fees, airport drop-off charges and the Congestion Charge may be payable, so ask how these are handled when you book.
Normally one promotional code applies per booking. Tips are welcome but never expected.
5. Paying
Pay by card at the time of booking, or pay the driver by card or cash, as agreed with us. A declined card leaves the booking unconfirmed until payment goes through or another method is arranged. Receipts arrive by email.
6. Waiting
At home and business addresses the driver allows a short grace period after the booked time, after which waiting may be charged. For airport collections we monitor your flight and work from the actual landing time, so a late flight does not add waiting charges.
If we cannot find you at the pickup point or get through to you by phone, the driver may leave and the job may be recorded as a no-show.
7. Cancelling and refunds
To cancel, phone or email us quoting your booking reference.
- Cancel more than 25 minutes ahead of pickup and any card payment is refunded in full, minus any card processing fee
- Cancellations within 25 minutes of pickup, and no-shows, are non-refundable
- Repeated late cancellations or no-shows on cash bookings may lead us to refuse further bookings
Where the driver is more than 15 minutes late, or more than 30 minutes late for airport and other remote collections, you may cancel and receive a full refund including card fees.
Refunds return to the paying card, normally within about seven working days.
8. Timings
Any journey time we quote, on the site or by phone, is an estimate. Traffic, weather, roadworks and events can all slow things down. Leave yourself enough margin for flights, trains, coaches and appointments. We cannot accept responsibility for missed connections caused by things beyond our reasonable control.
9. Bags and belongings
Your luggage and possessions remain your responsibility. Tell us how much you are bringing so we can send a car with room for it, and note that a driver may decline items that cannot be carried safely.
Dangerous goods are not carried. Avoid leaving cash, jewellery, passports or other valuables unattended in the car. If you forget something, contact us quickly and we will do our best to get it back to you.
10. Children, animals and extra needs
Request child seats at the time of booking. Let us know about any pet in advance so we can allocate a suitable driver. Assistance dogs travel free in every case. Should a car need specialist cleaning afterwards, a charge may apply, and we will talk it through with you first.
11. Conduct in the car
Seat belts must be worn and the driver's reasonable instructions followed. No smoking, vaping or alcohol is allowed on board. A driver may refuse or end a journey for anyone who is abusive, violent, intoxicated, or behaving in a way that endangers the driver, the car or others, and no refund will be given in that case.
12. Our liability
These terms do not restrict liability for death or personal injury caused by negligence, or for anything else the law says cannot be restricted.
Beyond that, we are not responsible for indirect or knock-on losses, or for delays and failures caused by events outside our reasonable control, including severe weather, collisions, road closures, industrial action, civil disorder or government action. Where we are found liable, the maximum we will pay on any single booking is £500, except where the law forbids such a cap.
Booking updates sent by text or email are provided as a courtesy, and their delivery cannot be guaranteed.
13. Complaints
Raise any issue with a journey as soon as you can, and no later than 72 hours after the booked pickup time. We will look into it and come back to you. Most matters are settled with a quick phone call, and if we cannot reach agreement you keep every other option the law gives you.
14. Personal data
How we use your details to run your booking is covered in our privacy policy. Cookies on this website are explained in our cookie policy.
15. Updates
These terms may be revised from time to time. The version published here when you book is the one that applies to your booking.
16. Governing law
English and Welsh law governs these terms, and the courts of England and Wales have jurisdiction.
17. How to reach us
Kingston Cab London, Park Rd, Kingston upon Thames KT2 5LS. Phone 020 3740 2841. Email info@kingstoncab.co.uk.
