These Terms and Conditions apply to all services provided by Salisbury Airport Transfers (the “Company”).
By booking with us online, by phone, by chat, by email, or directly with a driver, you confirm that you have read, understood, and agree to these Terms and Conditions. If you are booking on behalf of another person, you confirm that you have authority to accept these Terms on their behalf.
1. Definitions
• Company / We / Us / Our / Website:
Salisbury Airport Transfers, operating in Salisbury, Wiltshire, United Kingdom, and trading via www.salisburyairporttransfers.co.uk
• Customer / You:
The person or organisation making the booking and/or the passenger(s).
• Booking:
Your request for services as recorded by the Company.
• Services:
Passenger transport services and any agreed ancillary services.
• Vehicle:
A vehicle used to provide the Services (including any subcontracted vehicle where applicable).
• Driver:
The person providing driving services to fulfil the Booking.
• Charges / Fare:
The price quoted/confirmed for the Booking plus any additional charges permitted under these Terms.
• No-Show:
Failure to meet the driver within 10 minutes at an address or 60 minutes at an airport after the scheduled pickup time, without effective contact and agreement to re-time.
2. Bookings and Customer Responsibilities
• You are responsible for ensuring Booking details are accurate, including pickup and drop-off location, date/time, passenger count, luggage, flight number (for airport pickups), and a contactable phone number.
• If you provide incorrect or incomplete details, additional Charges may apply and refunds may be refused where costs have been incurred.
• We may refuse a Booking at our discretion (for example, safety, capacity, route feasibility, or suspected fraud/abuse).
• If we accept your Booking, your confirmation (email/SMS/booking reference) forms the basis of the contract.
3. Subcontracting and Service Provision
We may provide Services using our own drivers/vehicles and may also subcontract all or part of a Booking to suitably licensed and insured third-party drivers/vehicles where required. Where subcontracting is used, we remain your primary booking contact and will use reasonable care in selecting service providers.
4. Prices, Payment and Chargebacks
• Fares are based on the journey details provided at the time of Booking and our chosen reasonable route. If you request stops, diversions, additional pickups, or route changes, additional Charges may apply.
• Unless agreed otherwise in writing, payment is due in full at the time of Booking for online reservations. Other payment arrangements (where offered) must be agreed before pickup.
• If a card payment is refused, reversed, or charged back after the Booking is accepted, you remain liable for the full Charges plus any reasonable administration costs incurred in recovering the debt.
• We may require identity verification for fraud prevention (for example, confirming contact details or cardholder details).
5. Waiting Time and Parking
• You must be ready at the agreed pickup time. Unless we confirm otherwise in writing, free waiting time is limited.
• Address pickups:
Up to 15 minutes may be included. After that, waiting may be charged and after 30 minutes without contact the Booking may be treated as a No-Show.
• Airport pickups:
Up to 60 minutes may be included from the scheduled pickup time. After that, waiting may be charged and after 60 minutes without contact the Booking may be treated as a No-Show.
• Airport or location parking/entry fees are chargeable where applicable unless explicitly included in the Fare.
6. Delays and Disruption
• We are not responsible for delays caused by factors outside our reasonable control (including road closures, traffic incidents, severe weather, flight disruption, airport processes, and third-party actions).
• You are responsible for additional Charges arising from passenger-caused delays (for example, immigration queues, baggage delays, or additional waiting requested by you).
• If disruption makes completion impracticable or unsafe, we may cancel or amend the Booking and will act reasonably in doing so.
7. Luggage, Capacity and Prohibited Items
• You must declare passenger and luggage quantities accurately. Over-capacity may require an additional vehicle and additional Charges.
• You are responsible for ensuring items carried are lawful, safe, and suitably packaged. We may refuse carriage of items that are hazardous, illegal, unsafe, or likely to damage the vehicle.
• We do not accept liability for fragile items unless agreed in writing and suitably packed by you.
8. Passenger Conduct and Vehicle Care
• Seat belts must be worn where legally required. Driver instructions relating to safety must be followed.
• No smoking or vaping in the vehicle. Alcohol consumption is not permitted unless the driver explicitly agrees.
• We may refuse service or end a journey if a passenger is abusive, threatening, intoxicated to a problematic degree, or causes damage or safety risk.
• You are liable for soiling, damage, or extraordinary cleaning required as a result of passenger actions (including vomit, spills, or smoke). A reasonable cleaning/repair charge may be applied.
9. Cancellations, Changes and Refunds
• Cancellation is free if made more than 24 hours before the scheduled pickup time.
• If cancelled within 24 hours of pickup time, the full Fare may be payable (or retained if already paid) because capacity has been reserved.
• Changes to a Booking may be treated as a new Booking and may change the Fare. Administration charges may apply where we incur time/cost.
• A No-Show will be treated as a late cancellation and no refund will be due.
10. Limitation of Liability
Nothing in these Terms limits or excludes liability that cannot be limited or excluded under English law (including liability for death or personal injury caused by negligence, or fraud).
• Subject to the above, we are not liable for indirect or consequential loss (including loss of profit, missed flights, missed appointments, or hotel costs), except where required by law.
• We are not liable for delays or failures caused by events outside our reasonable control.
• Passengers remain responsible for personal property at all times. We are not liable for loss or damage to items left in the vehicle.
• Our total liability for any claim (other than non-excludable liability) is limited to the amount you paid for the affected Booking.
11. Complaints
• If you have a complaint, contact us via the Contact Us page or by email with your booking reference and details.
• Complaints should be submitted within 7 days of the journey to allow proper investigation.
• We may request supporting evidence (photos, receipts, etc.).
12. Governing Law
These Terms are governed by the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales.