Detailed General Terms and Conditions for heXCars Ltd

Introduction

Welcome to heXCars Ltd, your trusted provider of exceptional taxi services. These Terms and Conditions establish a legally binding agreement between you, the Customer, and heXCars Ltd (“the Company”), and apply to the use of our premium taxi services. By booking with us, you confirm your understanding and acceptance of these terms, applicable to all passengers.

Bookings and Service Use

– Booking Channels: Secure your journey via our website, telephone, or email. All bookings are officially recorded, confirmed, and insured under our service policy.

– Customer Responsibility for Timeliness: Please plan additional travel time to manage unforeseen delays. While we aim for punctuality, the Company is not liable for missed connections or appointments due to external delays.

– Accuracy of Booking Information: The Company is not liable for errors due to miscommunication during the booking process. Liability is limited in cases of vehicle late arrival, incorrect vehicle type, or booking cancellation misunderstandings.

– Vehicle Substitution Policy: The Company may substitute a vehicle with an upgraded model at no additional cost if the selected type is unavailable.

Terms of Transport

– Luggage and Personal Belongings: Customers assume all risk for personal items. Found items are stored at our head office and will be returned to the owner when possible.

– Service Interruptions and Cancellations: Services may be canceled due to unforeseen events such as national emergencies or severe weather, with efforts made to notify affected customers.

– Route Selection: Drivers choose the most practical and efficient route. While customer requests are considered, the final route decision rests with the driver based on safety and efficiency.

Pricing, Payments, and Refunds

– Fare Calculation: Fares are based on distance, time, and passenger count, aiming to offer competitive pricing.

– Refund Policy: Refunds are offered under specific conditions; no refunds for no-shows or cancellations within 24 hours of the journey. A cancellation fee applies for notices longer than 24 hours.

– Cleaning and Damage Fees: Customers are responsible for any damages or soiling beyond normal use, with specific fees outlined for such situations.

Customer Conduct

– Behaviour Expectations: We maintain a safe and respectful environment and may refuse service to anyone disruptive or threatening.

– Alcohol and Prohibited Substances: Consumption or use of these in our vehicles is strictly forbidden, with potential law enforcement involvement.

Complaints and Feedback

We value your feedback and strive for high-quality service. Please contact us via email or our website with any complaints or suggestions.

Amendments to Terms and Conditions

The Company may update these terms periodically. Significant changes will be communicated through official channels, and continued use of our services implies agreement to the new terms.

Airport Transfers and Meet & Greet Services

– Airport Transfer Service: We provide premium airport transfer services, ensuring convenience, comfort, and reliability.

– Meet and Greet Service: Available for certain booking classes, this service includes a personal airport greeting, luggage assistance, and vehicle escort.

Waiting Time and Parking

– Complimentary Waiting Time: One-hour waiting period included after flight landing, with extended wait charges applicable thereafter.

– Complimentary Parking: One hour of parking fees included, with additional fees charged for extra time.

– Flight Details Requirement: Necessary for utilising complimentary waiting and parking benefits.

No-Show Policy

– Definition and Consequences: A no-show occurs if the Customer does not contact the driver within one hour of flight landing or the scheduled booking time, leading to booking cancellation and no refund.

Pickups from Non-Airport Addresses

– Complimentary Waiting Time: A 10-minute grace period is provided, with attempts made to contact the Customer during this time.

– No-Show Policy: A booking is considered a no-show if the Customer does not appear within 15 minutes of the vehicle’s arrival without prior notice, resulting in cancellation and no refund.

General Compliance

Customers must adhere to specific terms regarding waiting times and no-show policies, which help maintain service quality and fairness.

Service Quality and Prebooking Policy

– Advance Notice: Bookings must be made at least 3 hours in advance to ensure service standards.

– Vehicle Standards and Refreshments: Vehicles are thoroughly cleaned, and complimentary refreshments are provided.

– Driver Presentation and Punctuality: Drivers are professionally attired, and punctuality is a top priority.

By choosing heXCars Ltd, you opt for a service committed to excellence in every aspect of your journey, reflecting our dedication to providing an unmatched travel experience.