Online Bookings

• Booking Confirmation Process
• Upon completing an online booking, you will receive confirmation andinvoice to your email, which confirms that your booking has been successfully secured.
• Missing Confirmation? If you do not receive the confirmation email within 5 minutes of the booking, please check your Junk or Spam folder. If the email is still not found, contact our 24/7 Customer Service Team (+44 203 6272111) for any assistance.
  (For immediate support, please call our above-mentioned helpline or visit our website’s live chat.)

Pricing Strategy

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• The final price for your journey will be determined by several factors:
  • The type of vehicle you choose will significantly impact on the overall cost.
  • If your journey involves connecting to an airport, additional airport parking charges will be applied.
  • For journeys within London zones, applicable congestion charges will be included in the final price.
  • If your journey takes place during night-time hours, a night surcharge will be added to the total fare.

• Please note that final confirmation of the price will be provided once all these factors have been considered and calculated based on your specific journey details.
  
  
• Route and Additional Charges
• The quoted price covers the most economical route.
• If a custom route is requested by the passenger anextra charge (e.g., tolls, extra mileage, waiting time) may apply.
  
  
• Price includes: –
• Airport Meet andGreet
• Standard Waiting Time
• Parking andTolls
• Any deviations may incur additional fees.

Vehicle

• The passengers must select the correct vehicle size based on the website guidelines to accommodate all passengers and luggage.
• If a smaller vehicle is booked or incorrect passenger/luggage details are provided, the driver has the right to refuse to carry passenger/s. In such cases, the full fare remains payable.
• Foldable wheelchairs, walkers, or dismantlable scooters are accepted but count as extra luggage (please provide full information when confirming the booking).

Additional Passengers and Luggage

• Any additional passengers or luggage must be communicated to us at least 12 hours in advance.
• If the number of passengers or luggage exceeds the capacity of the booked vehicle, an upgrade fee will apply, regardless of the vehicle initially allocated.

Payments Options

• Payment Terms: We accept all major Credit or Debit cards, Stripe, PayPal and Cash (Conditions apply for Cash bookings). For cash bookings, a 50% deposit is required to secure your reservation, with the remaining 50% payable to the driver upon completion of your journey.

Booking Through an Agent

• Customers can book, request a quote, customize their journey, or make amendments to their booking by contacting an agent via phone call, WhatsApp, live chat, or email. All our agents are available 24/7 and will respond to inquiries promptly. Please note that phone calls are recorded for training and security purposes.

Booking Confirmations

• All bookings will be confirmed via email to the address provided at the time of booking. It is the passenger’sresponsibility to review the confirmation and ensure all details are correct. If any changes are needed, please contact the agent at any time to make the necessary amendments.

Fraud Prevention

• Payments are securely processed using encryption, tokenization, multi-factor authentication, and fraud prevention systems to protect sensitive data.

Airport Pickups, Flight Delays & Waiting Time

• Flight Landing Time: This refers to the scheduled arrival time of your flight.
• Requested Pick-up Time: This is the time you choose to meet your assigned driver at the arrival section. It may differ from the actual landing time.
• Flight Arriving Early or Delayed: For all airport pickups, we track the flight before dispatching it to the driver. If your flight arrives earlier or is delayed, the “requested pick-up time” will be adjusted based on the actual “flight landing time” to ensure the driver is there at the right time. There are no extra charges for flight delays.
• Immigration and Baggage Reclaim Delays: Delays due to immigration or baggage reclaim are not tracked as part of flight delays. It is the passengers’or bookers’ responsibility to inform us of any such delays.
  
  

Immigration, Customs and Waiting Time

• The time needed to clear immigration and collect baggage’s depends on airport traffic. To avoid delays, please allow enough time before meeting your driver. Use the estimated times below to plan your pickup:
• UK/EU Passengers: 30-60 minutes.
• Non-EU Passengers: 40-80 minutes (students: up to 90 minutes).
• Business/First Class or Hand Luggage Only: 15-40 minutes.

Free Waiting Time for Airport Pickups

For airport pickups, the driver will wait free of charge for the times listed below:

Example:
Flight landing time: 12:30 PM
Requested pickup time: 1:00 PM (after 30 minutes flight lands)
Driver’s arrival at airport: 1:00 PM
Free waiting time starts from 1:00 PM

If the flight arrives early or is delayed, the free waiting time will be adjusted accordingly. If no specific pickup time is mentioned at the time of booking, the free waiting time will begin from the actual landing time.

If no specific pickup time is requested at the time of booking, the free waiting time will begin 30 minutes after the flight lands.

• Late Pickup Fee
  • After the free waiting period, a fixed £10 charge applies per 30-minute block (e.g., 31-60 mins = £10, 61-90 mins = £20).

Missed Flight Policy

• If a flight is missed, it is the passenger’s responsibility to inform us immediately by calling, so we can notify the driver not to proceed to the airport for pickup.
• For pre-paid journeys, a refund will be issued after deducting £6 for bank charges. However, if the passenger opts for a later flight, we can reschedule the service at no additional cost.
• If we are not informed in time (before the flight departs from the originating airport) or if the driver has already arrived at the airport, the full fare will be charged. In such cases, pre-paid fares will not be refunded.

Cruise Port Transfer

A Meet and Greet service is included for all cruise port transfers. The driver will meet passengers at the designated pickup area and will contact them once the cruise docks. To ensure easy identification, we will share the driver and vehicle details, including photos.

The first 30 minutes of waiting time is free, starting from the requested pickup time. After that, a charge of £10 will apply for every additional 30 minutes.

Hotel and residential pickups

For pickups from residential addresses, hotels, offices, and other venues, a free waiting time of 15 minutes is included from the scheduled pickup time.

What if I cannot find my driver?

In a scenario, if the passenger cannot find the driver due to some circumstances, the passenger must call the customer helpline immediately. We can coordinate the driver and make necessary arrangements to proceed with the booking. Failure to do so and choosing an alternative transportation will be considered as “No Show” and we cannot issue a full refund.

Your driver will have access to the passenger’s contact number, and he may call you if necessary. The driver will wait with a name board for easy identification (Meet and Greet fares apply).

Cancellation & Change Policy

To cancel or modify a booking, you must contact our customer service team at least 12 hours before the scheduled pickup time. Cancellations or changes cannot be made directly with the driver.

Coach Booking Cancellation

For coach bookings, a cancellation notice must be provided at least 14 days in advance.

• A 25% cancellation fee (plus bank charges) will apply, and the remaining balance will be refunded.
• Cancellations made within 14 days of the booking date are non-refundable.

No Show

A booking is considered as a “No Show” if the passenger fails to meet the driver at the scheduled pickup time at any location. Please see the information below.

• Pre-paid bookings made via credit or debit card are non-refundable if the passenger fails to show up.
• If a passenger is unable to locate the driver, it is their responsibility to contact the company via phone to coordinate the pickup.
• If a passenger requests cancellations for the journey less than 12 hours before pickup.
• If the passenger booked for wrong date/ wrong flight number and other misleading information and missed to inform the customer service 12 hours prior to the journey.
• If the passenger leaves the airport or any other agreed pick-up address without informing us for any reason.

Liabilities

Britway is not responsible for any financial losses, missed flights, trains, cruises, or missed appointments due to delays caused by factors beyond our control. These include but are not limited to adverse weather, vehicle breakdowns, heavy traffic, road accidents, closures, restricted access, or major events affecting transport routes.

In case of unexpected delays, we will notify the customer as soon as possible. It is the passenger’s responsibility to decide whether to wait for the vehicle or arrange alternative transport. We will cooperate with the passenger and make necessary arrangements.

We are not liable for any loss or damage to personal belongings, regardless of how it may occur.

Britway is not responsible for any errors in booking details provided by the customer.

If a customer books online and receives a reference number but does not receive a confirmation email, they must contact us. Emails may sometimes be filtered into junk or spam folders. This is particularly important for same-day or overnight bookings made through our website or app (UK time).

Refund Policy

Refunds will be processed under the following conditions:

• For all pre-paid bookings made using a credit or debit card, cancellations must be requested at least 12 hours before the scheduled pickup time.
• In case of a missed flight, the passenger must notify us immediately via phone. If the journey was pre-paid, a refund will be issued after deducting a £6processing fee.
• A minimum deduction of £6 will apply to all refunds to cover transaction fees.
• For international refunds, any applicable bank charges will be deducted from the total refund amount before processing the remaining balance.

Refunds will not be issued in the following situations:

• Cancellations were made less than 12 hours before the scheduled pickup time.
• Incorrect booking details provided by the passenger, including wrong date, wrong flight number, or any other misleading information.
• If the passenger leaves the pickup location without notifying us, regardless of the reason.

Non-Solicitation of Personnel

In accordance with London Private Hire regulations (Section 2 of the 1998 Act), all private hire bookings must be made through a licensed private hire operator, such as our company. Direct bookings with drivers are strictly prohibited.

For return trips, amendments, or future travel arrangements, all bookings must be processed through our official website, customer service team, online chat, email, or phone.

Passengers must not book directly with the driver or share personal contact details. The company holds no liability for any issues arising from unauthorized bookings, and such trips will not be covered under the driver’s private hire and reward insurance.

Pet friendly

If you are traveling with a pet, notify us at the booking stage; assistance dogs require a harness/lead, other pets must be in a secure cage with a litter tray. A cleaning fee may apply for stains, and severe damage costs will be assessed. Owners must handle pets and ensure good behavior; aggressive pets may result in service refusal with full fare charged.

Lost Property

Passengers must ensure no belongings are left in the vehicle; if items are left behind, we can arrange their return at the passenger’s expense for re-delivery, postage, and packaging, but we are not liable for any damage during re-delivery.

Child Seat

Child seats are provided free of charge as a courtesy but are subject to availability. We cannot guarantee suitability or availability for your journey. Passengers may use them at their discretion or bring their own.

Clock Time

Our booking system uses the 24-hour UK time format for all reservations.

Driver/ Car details and Notifications

Driver and car details, including photos, will be emailed one day before the journey. Passengers will also receive an email notification and a call from the driver when the driver is en-route and upon arrival at the pickup location.