TERMS AND CONDITIONS
General Terms:
BY USING OUR WEBSITE YOU (“THE CUSTOMER”) AGREES TO BE BOUND BY THESE TERMS AND CONDITIONS (“THE TERMS”). THESE TERMS ALSO APPLY TO THE SUPPLY OF ALL TRANSPORTATION SERVICES AND OTHER SERVICES BOOKED VIA OUR WEBSITE, TELEPHONE, EMAIL, SMS OR APP.
Contractual Terms and Conditions MEDO Chauffeurs
You must be at least 18 years of age and possess the legal capacity to enter into binding contracts.
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In order to schedule a fare, please provide the passenger’s complete name, contact phone number and email address. Failure to provide these details will prevent MEDO Chauffeurs from offering further assistance.
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By providing your email address and phone number, you grant MEDO Chauffeurs permission to contact you. Your contact details will not be shared with third parties.
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Reservations need to be arranged ahead of time and payment is necessary when making the reservation. Approved payment methods encompass credit cards and bank transfers.
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For online bookings outside working hours (22:00 to 08:00 UK time), please provide a minimum of 12 hours' advance notice.
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Our Fleet of Business vehicles are up to 5 years old. Company policy may extend the vehicle age beyond 5 years under specific conditions.
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Sub-contracted vehicles may be offered, and the company retains the right to substitute vehicles when deemed necessary. All vehicles used are properly licensed and insured to cover passenger and third-party claims.
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Some of our vehicles are equipped with dashcams that solely capture video footage. If you wish to avoid being recorded, please notify us in advance.
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Modifications made after the booking is confirmed may lead to additional charges.
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Any additional charges will be applied either immediately or within 24 hours following the completion of the trip. These charges will be automatically billed to the original payment card used for the booking. If automatic charging is not feasible, you will receive a notification via email with a payment link. Invoices must be settled within 5 working days. Late payments will incur interest charges of 5% per calendar day.
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Payment details are not retained within the company's systems; instead, they are securely referenced with payment service providers. The current providers include Stripe Payments UK Limited and PayPal.
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You have various flexible cancellation options, including getting in touch with customer service or sending an email.
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Refunds client's account within 10 business days.
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Any fees paid with a credit/debit card are non-refundable.
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Cancellation requests made with more than 24 hours in advance will be refunded in full.
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50% cancellation fee for all requests made within 12-24 hours before pickup time.
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100% cancellation fee for all requests made within less than 12 hours before pickup time.
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If a customer does not appear within 60 minutes for airport pickups or 15 minutes for address pickups from the scheduled pickup time without notifying about delays, it will be categorized as a "No Show." In such cases, all fees are non-refundable. We offer 60 minutes of free waiting time for airport and port pickups and 15 minutes for regular pickups.
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Exceeding the luggage capacity of the vehicle will lead to trip cancellation and incurring full charges.
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Rescheduling from a non ‘Free Cancellation’ period to a ‘Free Cancellation’ period and then cancelling will result in fees based on the initial booking.
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Modifications requested within 60 minutes of the scheduled time that go beyond the 15-minute grace period will result in additional charges. If there is a delay of over 2 hours, it will be treated as a 'No Show' or cancellation, requiring a new reservation – full charge applies. However, you can choose to proceed with the same booking by paying for the additional waiting time - £15 per every 15 minutes.
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Only guide and hearing dogs are permitted without prior written agreement. Additional charges may be applicable for other animals.
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Vehicles operated by MEDO Chauffeurs, as well as subcontracted vehicles, are comprehensively insured to cover passenger and third-party claims. Nevertheless, it's important to note that customer properties are transported at their own risk.
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The Highway Code mandates the use of seat belts. Failure to comply with this requirement releases MEDO Chauffeurs from liability in the event of accidents.
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Passengers bear the responsibility of ensuring that their belongings are loaded and unloaded. Medo Chauffeurs cannot be held liable for any loss or damage to items that are not loaded or unloaded by the passenger.
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MEDO Chauffeurs adheres to child restraint laws for passengers up to 135 cm in height or 12 years of age. Failure to comply with these regulations may result in service refusal and potential booking cancellation fees. The parent or the responsible passenger is ultimately accountable for ensuring the child's safety at all times.
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If you believe you've left an item in one of our vehicles, please reach out to MEDO Chauffeurs . We will make every effort to return lost property, but it's important to note that MEDO Chauffeurs cannot be held responsible for any loss or the subsequent distress it may cause. To facilitate the retrieval process, it's essential to provide as much detail as possible about the lost item, including a description, its location within the vehicle, and the date and time of the journey.
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Liability is limited to the coverage provided by the driver's or subcontractor's insurer, as well as the fleet insurer. MEDO Chauffeurs cannot be held responsible for injuries or damages resulting from a passenger's failure to comply with safety guidelines.
Customers will be billed for damages they cause. Legal action may be pursued for refusal to pay.
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Clients are accountable for damage/soiling during rental. Fees might be charged for repairs/valeting downtime.
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The driver retains the right to decline to drive if the passenger engages in disruptive, dangerous, or illegal behaviour.
The driver has the authority to remove or prevent the boarding of passengers whom they believe to be potentially harmful or in violation of regulations.
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Customers are accountable for any penalties incurred as a result of their actions or their failure to secure prior approvals. This encompasses penalties associated with special parking arrangements, building management requirements, and similar situations. Any such penalties will be billed to the customer.
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The weight allowance is contingent on the vehicle type booked. Excessive luggage may result in trip cancellation and additional fees.
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A full fare cancellation fee will be imposed if a customer exceeds the permitted luggage limit outlined in the company's standard luggage policy.
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The company is not accountable for delays that are beyond its control. Customers are required to allocate enough time for the completion of the service.
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MEDO Chauffeurs isn’t liable for missed flights or missed Ship departures.
We will not be held liable or responsible for any failure to fulfil or delay in fulfilling our obligations under a Contract when it is caused by an Event beyond our control. An Event beyond Our Control is defined as any act or event that is beyond our reasonable control, including but not limited to war, invasion, hostilities (whether or not declared as war), civil war, revolution, rebellion, severe weather conditions such as storms, floods, snow, earthquakes, subsidence, epidemics, or other natural disasters, as well as the failure of public or private telecommunications networks. This also encompasses events such as traffic delays, tire punctures, road traffic accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts.
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Smoking prohibited in all MEDO Chauffeurs’ vehicles by law. £250 tax-inclusive for violation of non-smoking policy.
Our drivers can refuse service to passengers under the influence of alcohol.
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We do not permit the use of alcohol or any other substances of the sort on board of our vehicles.
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Communication will be made via the email supplied to MEDO Chauffeurs, with the promise of no third-party sharing.
If a driver experiences a delay, the company will promptly inform the customer, offer alternative solutions, or provide a refund within 10 working days.
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The company reserves the right to supply an alternative vehicle and/or driver if deemed necessary.
The Company can end the service at any time for any reason.
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There is a complimentary waiting period of 60 minutes for collections at UK port / airports.
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Other journeys have 15 minutes of complimentary waiting.
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Following the initial free waiting period, charges are assessed in 15-minute increments. These charges will be applied to the card provided at the time of booking, if the customers agrees to the driver waiting beyond the included waiting times. The operator shall confirm this in writing on an ad-hoc basis and if such communication isn’t possible from the passenger’s side for any reason – ie: they do not respond to emails or text messages promptly after the grace period has expired – the driver has the right to cancel the fare and full charges will be incurred.
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The charges are calculated in 15-minute increments. So, if the waiting time is 15 minutes or less, the cost will be for one increment. For instance, 15 minutes will be billed as one increment, 30 minutes as two increments, and so on.
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We will make efforts to offer alternative solutions in the event of punctures or breakdowns, but we cannot guarantee punctuality in such situations.
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Any written communication regarding service issues must be submitted within 14 days following the termination of the service. The Company will respond within 28 days of receiving such correspondence. Please share Contact information, service date, complaint details, supporting documentation, preferred resolution.
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Complaints are to be submitted to: bookings@thurrockexecutivecars.co.uk
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We maintain a zero-tolerance policy against harassment, discrimination, and rudeness, whether it is expressed verbally or in writing towards our employees and contractors. In the event of such behaviour, we reserve the complete right to immediately cease providing our goods and services to the consumers. Please note that any money paid for goods and services in such cases will not be eligible for a refund.
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Policy updates: The Company reserves the right to make modifications to the terms and conditions at any time.
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All bookings are subject to availability.
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Kindly note that direct bookings with our chauffeurs/drivers are considered illegal and are not covered by insurance in case of accidents or fatalities. We maintain a close collaboration with local authorities and law enforcement, and any instances of fraudulent activities will be expeditiously reported. In strict adherence to UK laws, all individuals implicated in such allegations will be subject to prosecution.
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