Terms & Conditions Important Information

01 About Vine Taxis Ltd

Vine Taxis Ltd provides pre-booked taxi and private hire transportation services, including airport transfers, long-distance journeys, local journeys, business travel and group transportation.

Our services are provided using appropriately licensed vehicles and drivers as required by the relevant licensing authority.

All private hire journeys must be pre-booked in accordance with applicable UK licensing requirements.

02 Making a Booking

A booking is only confirmed once Vine Taxis Ltd has accepted the booking and provided confirmation to the customer.

An online quote or availability shown on our website does not, by itself, guarantee that a booking has been accepted until confirmation is issued.

Customers are responsible for providing accurate information, including:

• Full name
• Contact telephone number
• Email address where requested
• Pick-up address
• Destination
• Date and time of travel
• Number of passengers
• Number of luggage items where relevant
• Flight number for airport bookings where applicable
• Any special requirements

Vine Taxis Ltd cannot be held responsible for problems caused by incorrect or incomplete information supplied by the customer.

03 Prices and Fares

The price displayed or quoted at the time of booking will normally be the agreed fare for the journey, subject to the booking information being accurate.

Where a fixed fare has been quoted, the fare will not normally change unless:

• the customer changes the journey;
• the number of passengers or required vehicle changes;
• additional stops are requested;
• additional waiting time is requested or incurred;
• the journey requires additional services not included in the original quotation; or
• incorrect information was provided when the booking was made.

Any additional charges will be explained to the customer where reasonably possible before they are incurred.

Prices may differ depending on vehicle type, passenger numbers, luggage requirements and journey requirements.

04 Online Bookings

Customers using our online booking system should check all booking details carefully before submitting the booking.

Where the booking system provides a choice of vehicles and prices, the customer is responsible for selecting the vehicle that is appropriate for the number of passengers and luggage.

Vine Taxis Ltd reserves the right to contact the customer if the selected vehicle is not suitable for the booking requirements.

05 Airport Transfers

For airport bookings, customers should provide their flight number where requested.

Where a flight number has been provided, Vine Taxis Ltd may monitor the flight information where reasonably possible to assist with the collection.

Customers are responsible for allowing sufficient time for check-in, security, immigration and other airport procedures.

Airport waiting and meeting arrangements will depend on the airport, terminal and booking type and will be communicated to the customer where applicable.

Any included waiting period will be stated at the time of booking or in the booking confirmation.

Additional waiting time may be chargeable where the driver is required to wait beyond the included waiting period.

06 Customer Delays

Customers should contact Vine Taxis Ltd as soon as possible if they are delayed.

For airport arrivals, customers should follow the collection instructions provided with their booking.

Where a customer does not contact the company or driver and fails to appear within the applicable waiting period, the booking may be treated as a no-show.

07 No-Show Bookings

If a customer fails to appear at the agreed collection point after the applicable waiting period and reasonable attempts have been made to contact the customer, the booking may be treated as a no-show.

A no-show may result in the fare being payable in full or a cancellation/no-show charge being applied, depending on the circumstances and booking terms.

Any such charge will be reasonable and proportionate.

08 Cancellation Policy

Unless a different cancellation policy has been specifically agreed at the time of booking:

Standard bookings

Customers should provide at least 24 hours' notice of cancellation.

Airport transfers and longer-distance/pre-booked journeys

Customers should provide at least 48 hours' notice where reasonably possible.

Where sufficient notice is provided, Vine Taxis Ltd will normally cancel the booking without a cancellation charge.

Where a booking is cancelled with less notice, Vine Taxis Ltd may apply a reasonable cancellation charge reflecting the circumstances and any costs or loss reasonably incurred.

Where a booking has been prepaid, any refund will be considered in accordance with the applicable cancellation terms.

Nothing in this section affects any statutory rights that cannot legally be excluded.

09 Changes to a Booking

Customers should contact Vine Taxis Ltd as soon as possible if they need to change:

• collection time;
• collection address;
• destination;
• number of passengers;
• vehicle type;
• flight details; or
• additional stops.

Changes are subject to vehicle and driver availability and may result in a change to the agreed fare.

10 Vehicles

We aim to provide the vehicle selected or quoted at the time of booking.

In exceptional circumstances, including vehicle breakdown, safety issues, operational requirements or circumstances outside our reasonable control, Vine Taxis Ltd may provide a suitable alternative vehicle.

Where an alternative vehicle is required, we will endeavour to ensure that it is appropriate for the number of passengers and luggage.

11 Luggage

Customers must provide accurate luggage information when making a booking.

Vine Taxis Ltd cannot guarantee that all luggage can be carried if the customer provides incorrect information or brings substantially more luggage than stated.

For safety reasons, luggage must not obstruct the driver or passengers or prevent the vehicle from being operated safely.

12 Child Seats

Customers are responsible for requesting any child seat or booster seat required for their journey at the time of booking.

Availability of child seats is subject to advance request and vehicle availability.

Where customers provide their own child seat, they remain responsible for ensuring that it is suitable and correctly installed, unless otherwise agreed.

13 Passenger Conduct

Passengers must behave respectfully towards the driver and other passengers.

Vine Taxis Ltd does not tolerate:

• threatening or abusive behaviour;
• violence;
• harassment;
• damage to vehicles;
• smoking or vaping where prohibited;
• behaviour that creates a safety risk; or
• illegal activity.

A driver may refuse to continue a journey where a passenger's behaviour creates a genuine safety risk.

The customer may be responsible for reasonable costs resulting from damage to or excessive soiling of the vehicle, subject to applicable law.

14 Smoking and Vaping

Smoking and vaping are not permitted in Vine Taxis vehicles.

If a vehicle requires specialist cleaning because of prohibited smoking, vaping or unreasonable soiling, a reasonable cleaning charge may be applied.

15 Payment

Payment may be made using the payment methods offered at the time of booking.

Where payment is made directly to the driver, the accepted payment methods will be communicated to the customer.

Card payments are subject to the payment processor's terms and security procedures.

Vine Taxis Ltd does not normally have access to customers' full card details where payment is processed through a third-party payment provider.

16 Delays

Vine Taxis Ltd will make reasonable efforts to provide the service at the agreed time.

However, journey times can be affected by traffic, road closures, accidents, weather, airport delays, vehicle incidents and other circumstances outside our reasonable control.

We do not guarantee an exact arrival time at a destination where traffic or other circumstances are outside our control.

17 Driver Safety

Our drivers may make reasonable decisions regarding safety, including stopping or delaying a journey where necessary because of dangerous road conditions, vehicle safety or passenger behaviour.

Drivers must comply with applicable road traffic and licensing requirements.

18 Lost Property

Any property found in a Vine Taxis vehicle will be handled reasonably and, where possible, returned to its owner.

Customers should contact Vine Taxis Ltd as soon as possible if they believe they have left property in a vehicle.

Vine Taxis Ltd cannot guarantee the recovery or return of lost property.

19 Accessibility and Special Requirements

Customers should tell us about any accessibility requirements, mobility equipment, wheelchair requirements or other special requirements when booking.

We will make reasonable efforts to accommodate such requirements subject to vehicle availability, licensing requirements and safety considerations.

20 Complaints

We aim to provide a reliable, professional and courteous service.

If you have a complaint, please contact us as soon as reasonably possible with:

• your name;
• booking reference;
• date of journey;
• details of the issue; and
• any relevant evidence.

We will investigate complaints fairly and respond within a reasonable period.

21 Liability

Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited under UK law.

Vine Taxis Ltd is not responsible for losses caused by circumstances outside our reasonable control, including severe traffic disruption, road closures, accidents caused by third parties, extreme weather, airport disruption or other events beyond our reasonable control.

We will not be responsible for consequential losses where such liability can lawfully be excluded.

Nothing in these Terms affects the customer's statutory rights.

22 Events Outside Our Control

We may be unable to provide or may need to delay a journey because of circumstances outside our reasonable control.

These may include:

• severe weather;
• road closures;
• major traffic incidents;
• accidents;
• vehicle breakdowns;
• police or emergency incidents;
• airport disruption;
• strikes;
• public emergencies; or
• other events beyond our reasonable control.

We will make reasonable efforts to minimise disruption and, where possible, provide an alternative arrangement.

23 Third-Party Services

We may use third-party providers for services such as:

• online booking;
• payment processing;
• mapping and navigation;
• flight information;
• communications;
• website hosting;
• customer relationship management; and
• email or messaging services.

Such providers may process information on our behalf where necessary to provide the service.

24 Privacy

Personal information provided to Vine Taxis Ltd is handled in accordance with our Privacy Policy.

Our Privacy Policy explains what information we collect, why we collect it, how we use it, who we may share it with and how long we retain it.

25 Marketing Communications

We may send service-related communications necessary to administer a booking.

Marketing communications will only be sent where permitted by applicable data protection and electronic communications law.

Customers may unsubscribe or withdraw marketing consent at any time.

26 Website Information

We aim to ensure that information on our website is accurate and up to date.

However, prices, vehicle availability, services and other information may change.

A specific confirmed booking will take precedence over general information displayed on the website.

27 Governing Law

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

Any dispute will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory consumer rights that apply.

28 Changes to These Terms

Vine Taxis Ltd may update these Terms & Conditions from time to time.

The version applicable to a booking will normally be the version in force when the booking was accepted, unless a change is required by law.

29 Contact Details

Vine Taxis Ltd

Website: https://www.vinetaxis.com

Email: info@vinetaxis.com

Telephone: 01732 462400

Mobile / WhatsApp: 07877 753121

Service area: Sevenoaks, Kent TN13 and Cranbrook, Kent TN17 3DY, and surrounding areas.

For complaints, booking queries or general enquiries, please contact us using the details above.