Terms & Conditions

Wales Chauffeur Tours Terms & Conditions

The following lays out the terms and conditions between WCT Cardiff Ltd, (Registered Private Limited Company in the UK 11792562 – Registered Office 15 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ) and the guest. client, account holder, customer & passenger. By using any of the services of WCT Cardiff Ltd the guest, client, account holder, customer & passenger agrees to all the terms and conditions stated and agrees to abide by them and accept all the conditions as laid below. The Terms and Conditions stated in this document overrule any previous Terms & Conditions. Any previous Terms and Conditions are now considered null and void, and this version is the most up to date and therefore the currently active version, and apply to all bookings carried out on or after 18^th March 2026 regardless of when a booking is made

Definitions For the purpose of these terms and conditions the following terms will be used, and their meanings will be as follows:

“Company” – For the purposes of these terms and conditions “Company” will refer to WCT Cardiff Ltd and any company owned wholly or partly by WCT Cardiff Ltd. It will also refer to any brand name operated by WCT Cardiff Ltd, such as Wales Chauffeur Tours or any other company owned wholly or partly by WCT Cardiff Ltd or any agents acting on behalf of WCT Cardiff Ltd
“Client” – For the purposes of these terms and conditions “Client” shall refer to the name of the person or company who places a booking and is responsible for all payments.
“Account Holder” – For the purposes of these terms and conditions “Account Holder” shall refer to any person, persons, organisation or body that has an account facility with the company which allows them to make payment for bookings after that have been carried out
“Customer” – For the purposes of these terms and conditions “Customer” shall refer to the name of the person whose name the booking is made in. This shall be the person or company whose details have been given at the time of the booking,
“Guest” – For the purposes of these terms and conditions “Guest” shall refer to any person who is travelling in the vehicle for any duration of time whilst the journey is underway.
“Passenger” – For the purposes of these terms and conditions “Passenger” shall refer to any person who is travelling in the vehicle for any duration of time whilst the journey is underway.
“Vehicle” – For the purposes of these terms and Condition’s “vehicle” refers to the vehicle being used to facilitate the journey regardless of size, make, age, fuel type or any other category
“Driver” – For the purposes of these terms and conditions “driver” refers to the operator of the vehicle
“Journey” – For the purposes of these terms and conditions “Journey” refers to any journey undertaken by the driver for the purposes of a booking
“Subcontract” – for the purposes of these terms and conditions “subcontract” refers to the process of passing a booking onto a third party
“Pick Up” – For the purposes of these terms and conditions “Pick Up” refers to the address given for a journey to commence. This is where the driver shall meet the passengers, also referred to as meeting point.
“Destination” – For the purposes of these terms and conditions “destination” refers to the address given for the journey to be completed
“Pre-Pay” / “Pre-Paid” – For purposes of these terms and conditions “Pre-Pay” or “Pre-Paid” refers to payment being taken by the company in full prior to the journey commencing
“On Account” – For the purposes of these terms and conditions “On Account” refers to payment being made later.
“Soiling” -For the purposes of these terms and conditions “Soiling” refers to any mess being made in the vehicle that requires cleaning. This can include, but not exclusively, vomiting, urination, faeces, soil to include mud and other earthly matter, food and drink spillage
“Duration of time” / “Period agreed” – For the purposes of these terms and conditions “duration of time” or “Period Agreed” refers to the length of time any booking has been made for, or the services of the company have been booked.
“Agent” / “Representative” – For the purposes of these terms and conditions “Agent” or “Representative” refers to any person authorised by the company to carry out any business or provide any services on behalf of the company. An “Agent” or “Representative” may not necessarily be an employee of the company.
“Website” – For the purposes of these terms and conditions “website” refers to the company’s website: waleschauffeurtours.co.uk
“Card” – For the purposes of these terms and conditions “Card” refers to any Credit, Debit or Pre-Paid card used by the customer to pay for any booking
“Office Hours” – For the purposes of these terms and conditions “Office Hours” refers to the advertised times that a booking can be placed. This is different to the times a booking can be carried out as bookings may be carried out at on any day of the week at any time of day.
“Operating Hours” – For the purposes of these terms and conditions, “Operating Hours” refers to when the company normally carries out bookings. This is different to the company office hours
“Out of Hours” – For the purposes of these terms and conditions “Out of Hours” refers to any time outside of the companies declared and operating hours. May also be referred to as OOH
“No Show” – For the purposes of these terms and conditions, “No Show” refers to the driver arriving at the given pick-up location at the given time, and the customer not arriving withing a pre-set time scale.
“Unsocial Hours Booking Fee” – For the purposes of these terms and conditions “Unsocial Hours Booking Fee” refers to an additional fee which may be charged for bookings placed by between certain advertised times.
“Babes in Arms” – For the purposes of these terms and conditions, “Babes in Arms” refers to an infant who is not walking and is being carried.
“Cardiff” – For the purposes of these terms and conditions “Cardiff” refers to the geographical location of Cardiff City and is defined as a location or address whose postcode begins with CF10, CF11, CF14, CF15, CF23, CF24, CF3 or CF5
“Central London” – For the purposes of these terms and conditions “Central London” refers to geographical locations within London and is defined as a location or address whose postcode begins with EC1, EC2, EC3, EC4, SE1, SW1, W1, WC1 or WC2
“Dead Leg” – For the purposes of these terms and condition, “Dead Leg” refers any journey the driver must make with no passengers on board. This could either from Cardiff to a meeting location outside of Cardiff, or from a Destination outside of Cardiff to Cardiff
“Overnight” – For the purposes of these terms and conditions “Overnight” refers to the time between two bookings between two consecutive days, or one booking that is over two or more consecutive days.
“Transfer Tour” – For the purposes of these terms and conditions “Transfer Tour” refers to a tour that starts at one location and finishes at a different location.
“Primary Service” – For the purposes of these terms and conditions “Primary Service” refers to the main purpose of a booking, such as Half Day Booking, Full Day Booking, Long Day Booking, Extended Day Booking, Max Day Booking, Fixed Transfer, or any other primary service that is provided or offered by the company
“Booking Fee” – For the purposes of these terms and conditions “Booking Fee” refers to the main fee payable for the primary service or primary services being booked, such as Half Day Booking Fee, Full Day Booking Fee, Long Day Booking Fee, Extended Day Booking Fee, Fixed Transfer Fee, or any other primary service that is provided or offered by the company
“Extra Fee”- For the purposes of these terms and conditions “Extra Fee” refers to any additional fee that is payable in additional to the Booking Fee, such as Overnight fee, dead leg fee, Airport fee’s or any other additional fee’s charged by the company in addition to the Booking Fee or Bookings Fee’s
“Whatsapp” – For the purposes of these terms and conditions, “Whatsapp” refers to the messaging app Whatsapp that allows messages and calls to be made using internet instead of normal mobile phone signals

Terms & Conditions

Legal Responsibilities Nothing contained in these terms and conditions are intended to overrule the company’s legal obligations, or the customers or passengers’ legal rights. The law of the territory or land the journey is undertaken in shall always remain the overriding factor.

Types of Booking
- Bookings can be made for either Set Tour, Single Day Booking, Evening Booking, Multi Day Booking, Overnight Booking, Transfer Tour, Fixed Fee Transfer or Transfer
- Except for a Fixed Transfer, all bookings are time based, and unless otherwise agreed at the time of booking, it will begin and end in Cardiff and are either a half day booking, full day booking, long day booking, extended booking or an Evening Booking
- A Set Tour is a tour that has been preplanned by the company and booked by the client as it is advertised with minimal changes.
- A Single Day booking is a one-off booking for either a Half Day, Full Day, Long Day, or Extended Day.
- An Evening Booking is a booking starting between 4:00pm and 6:00pm for up to 6 hours. An evening booking may be made to start later than 6:00pm, but it must finish no later than mid night
- A Multi Day Bookings is where a client makes two or more bookings for either a Half Day, Full Day, Long Day or Extended Day on multiple days. Multi Day Bookings do not have to be consecutive days.
- Overnight Bookings are any normally Multiday bookings on consecutive days where at least one night is spent more than 50 miles from Cardiff but can be applied to any booking where a driver has to spend at least one night away from Cardiff.
- A Half Day booking is any booking whose duration is up to four hours. A full day is between 4 and 8 hours. A long day is between 8 and 10 hours. An extended day is between 10 and 12 hours. Bookings over 12 hours are not permitted
- A Transfer Tour is a booking that starts and one location and finishes at a different location and includes a number of stops on along the way. Such as Cardiff to Heathrow with stops at Bath and Stonehenge. Transfer Tours can be booked for either a Half Day, Full Day, Long Day or Extended Day and can be between any two locations in the UK
- Where a booking is due to start outside Cardiff, the company reserves the right to charge a dead leg fee, the amount of which will be based on the driving time from Cardiff to the meeting address.
- Where a booking is due to finish outside of Cardiff, the company reserves the right to charge a dead leg fee, the amount of which will be based on the driving time from the finish address to Cardiff.
- Where a booking is beginning or ending outside Cardiff and the driver’s day is likely to exceed 15 hours, including dead leg driving time, the company reserves the right to treat the booking as an overnight booking and an overnight fee, and a dead leg fee may be payable.
- The company allows the client to make a Single Day Booking, or a Multi Day Booking for any reason. The client can either provide the company with a list of places they would like to go, and the driver will drive the client from location to location in the order provided, or the company can plan the day for the client. Where the company is planning the day (or days) a daily planning fee will also be payable in addition to the booking fee. The company will not carry out any planning for an Evening Booking, and details of all intended stops must be provided by the client.
- If the booked time of any booking is exceeded, the driver may request additional payment from the customer and or guest at their discretion. This may be at a higher rate per hour. If the booking is on account, the excess time will be added to the invoice.
- Bookings are inclusive of mileage, but the inclusive mileage is subject to fair use. Should any booking exceed an average of 50 miles per hour booked, the company reserves the right to charge an additional mileage fee.
- A Fixed Fee Transfer is where a booking is made to drive a customer from Cardiff to a set location for a fixed fee.
- The company provides a Fixed Transfer between Cardiff and Cardiff Airport (CWL), Bristol Airport (BRS) Heathrow Airport (LHR) and Central London.
- Fixed Fee Transfers include Airport Drop Off fees. Airport parking fees, congestions zone fee’s, low emission zone fee’s, ultra-low emissions zone fee’s, clean air zone fee’s, toll roads. Any other additional charges incurred by the driver or company, shall be payable by the client
- A Transfer is a direct transfer from one UK address to another UK address with no stops over 15 minutes enroute, other than those required for the driver to have a break due to the distance being travelled
- The company agrees to display all fees on their website. The company reserves the right to amend any fees at their discretion without notice.
- The company agrees to honour any quote provided within 7 days of any price given. Should the company lower its prices 7 days or less after a quote has been given, the company will re-quote at the new rates if requested by the customer. All quotes are valid for a maximum of 7 days. After 7 days the company reserves the right to charge an amount different to that which was originally quoted.

Making a Booking
- Booking requests can be made at any time of day, on any day of the week, but bookings are only confirmed within the company’s office hours. In the event a booking is requested by email, website, or any other method outside of the companies normal booking hours, this will be confirmed, subject to availability and notice period inside the companies normal booking hours.
- When making a booking the client is required to provide the full address of both the pickup / start of the booking and the destination / end of the booking, the name of at least one passenger and a contact number for them. At their discretion, the company may allow one or more of these pieces of information to be provided later, but they must be provided no less than 15 days before the start of the booking, or 48 hours for Set Tours and Fixed Fee Transfers, and the booking, or will not be confirmed until all the required details have been provided.
- The client acknowledges that should any missing details not have been provided at least 15 days before a booking is due to take place, the company will deem this to be a cancellation by the client, and the booking will be cancelled, and the cancellation policy as laid out below will apply. The client also acknowledges that it is their responsibility to provide all the required information by the required time, and the company is not obligated to remind the client that details are missing.
- Set Tours and Transfers may be confirmed up to 48 hours before they are due to take place. All other bookings must be made with at least 15 days’ notice.
- The client agrees the company is under no obligation to accept any booking, unless as bound to do so by any contract that may be in place between the client and the company.
- The client agrees to provide the correct pick-up address and destination to the company at the time of booking. This includes the correct number of the building or name of Hotels, Restaurants, Companies, Buildings. Where the building has a building name, company name and a number or any combination of the three, the customer agrees to provide the correct name or number of whichever is most visible and easily identifiable. Where the address is identified by a company or brand name, the customer agrees to provide the company or brand name currently in use. The company cannot be held responsible if a driver attends the address provided, and this is incorrect. Neither can the company be held responsible for arriving late due to being unable to locate a correct address, but the most visible and easily identifiable building name, company name, or building number were not provided. Neither can the company be held responsible for failing to arrive at all due to being unable to locate a correct address, but the most visible and easily identifiable building name, company name, or building number were not provided.
- The company will be under no obligation to complete any booking if the pickup or destination address given at the time of the booking is incorrect. Any changes to the pickup address, destination address, or alterations to the journey will be entirely at the company’s discretion. The company reserves the right to charge an administration fee of not less than £15.00 for each requested amendment. Where an administration fee is charged, any change to the booking will not be made until the fee has been paid in full. The company will not be responsible for any costs incurred because of the company refusing to accommodate any alterations. In the event the company is unable to accommodate any alterations to a booking, and the customer chooses to cancel the booking as a result, the normal cancellation and refund criteria laid out below will apply.
- The client agrees to provide the correct date and time of the required pick up. The company cannot be held responsible if a driver attends a pickup at the date and time given, and this is incorrect.
- The customer is permitted to place a booking up to 12 months in advance.
- Unless a multi-Day booking or a Fixed Transfer, bookings on Sunday will be charged at a premium rate with a minimum full day booking being required to finish no later than 6:00pm
- When the company confirms a booking, it agrees to attempt to provide a vehicle and driver to facilitate the booking. If the company is unable to provide a licensed vehicle and driver the booking shall be cancelled, and the customer will be advised, and any monies already paid refunded as soon as is practical to do so. The company will not be responsible for any costs incurred by the client, customer, guest, or passengers because of a booking being cancelled by the company. The company is not liable for any delays in any refunds appearing on the client’s card of bank statement once the refund has been processed by the company. The client acknowledges that each payment provider and bank have their own timescale to process such transactions, and these are independent organisations from the company, which the company has no control or influence over.
- The company agrees to provide the full driver and vehicle details to the customer and or guest prior to the journey commencing. These details will include the drivers name, vehicle make, model, colour, and registration number. These details will be sent to the customer and or guest by automated email the day before the booking is to take place.
- The drivers’ details will not normally be provided to the client unless the client is the same person as the customer and or guest. On request however, the drivers’ details may be sent by email to the client, where the client has placed the booking on behalf of someone else.
- The company does not guarantee when the drivers’ details will be sent but will aim to provide them by 10:00pm the day before the booking.
- The company is unable to provide any details earlier than the day before. Any driver details provided prior to this time, will be strictly provisional and subject to change later.
- Should the company subcontract any booking to a 3rd party company or person, then the company will be under no obligation to provide any driver details. Instead, the company will provide the full details of the company the booking has been subcontracted too. The company recommends the customer contact the 3rd party directly to confirm the driver and vehicle details.

Communication
- Prior to a booking taking place communication between the client, customer, guests and the company can take place via either Email or WhatsApp. WhatsApp should only be used for short enquires, whereas more detailed communications are to take place only via email which will be responded to during the company’s office hours.
- The company can be contacted via WhatsApp outside of Office Hours, but not 24 hours a day, 7 days a week, and only to answer short basic enquiries, but more detailed information will only be available during office hours via email.
- The company requires a contact number that the driver can contact the guest directly on, on the day of the booking
- Where the contact number is not a UK number, the number MUST be a Whatsapp Number. The company does not guarantee the driver will be able to contact the guest if they do not have a UK number and cannot be contacted via Whatsapp. Where the driver is unable to contact the guest through Whatsapp, they will attend booked meting location at the booked time and the normal cancellation procedure will apply.

Payment
- Unless an account facility has been agreed, all bookings must be paid for in full in advance of the booking taking place.
- Bookings with a total value of £450 (excluding any entry or accommodation fees) or less must be paid in full at that the time the booking is made. Availability will be guaranteed for up to 7 days, during which time the total balance must be paid to secure the booking. If the total balance is not paid within 7 days, availability cannot be guaranteed, and the booking may be cancelled.
- Where a booking is made more than 2 calendar months in advance and the total value of the booking is £451 or more, a non-refundable deposit equal to 25% of the total value of the booking, or £450, whichever is higher must be paid. Availability will be guaranteed for up to 7 days, during which time the deposit must be paid to secure the booking. If the deposit is not paid within 7 days, availability cannot be guaranteed, and the booking may be cancelled. Once the deposit has been made, availability for the booking will be guaranteed. The balance of the booking would then be due no less than 1 calendar month before the booking is due to take place.
- Where the company is arranging, and paying for, the guests hotel, the hotel fee will be payable at the time of a deposit. No hotels will be booked until a deposit has been paid in full. Whilst the company will make every effort to book the hotel that has been agreed on, the company is unable to guarantee availability of the hotel. Should the preferred hotel not have any availability when the guests’ rooms come to be booked, the company will arrange an alternative hotel that it believes to equal in quality to the preferred hotel.
- Any Hotels and or accommodations booked by the company on behalf of the guest will be Bed and Breakfast only
- Where the company is booking, and paying in advance for, entry to any attractions or any activities on behalf of the guests, the customer acknowledges that the full fee paid, plus a 10% booking fee will be payable in addition to the tour fee. Where a deposit is payable any entry or activity fee’s will normally be added to the final invoice. The entry of activity will not be booked until the final invoice has been paid. The client may choose to have one or more entry or activity fees added to the Deposit invoice.
- At their discretion, the company may waive the requirement for a deposit from agents and other tourism industry professionals who do not qualify for, or do not wish to have an account facility for bookings up to a total value of £1000
- Where a booking is made 2 calendar months or less month in advance, the balance of the booking must be paid in full within 7 days of the booking being made, or 48 hours before the booking is due to take place whichever is sooner.
- No Bookings will be confirmed until the balance of has been paid in full
- Account Facilities are available on request for business, and third-party agents that have made at least £5000 worth of bookings with the company in the preceding 12 months and have no history of paying invoices later than the due date. Any requests are subject to approval by a Director of Wales Chauffeur Tours Ltd, and maybe subject to background and credit checks prior to approval. A credit limit may also be applied to an account application and any individual bookings whose value exceeds any credit limit may still be required to be paid in advance.
- Where a booking is made on account, the company will invoice the client after the booking has been completed.
- Where a booking has been made on account for multiple days, either consecutive or not, the company will not invoice the client until the completion of the last booking. The company reserves the right to require a 25% non-refundable deposit of any such bookings over £1000 in value, which would be payable no less than 14 days before the first booking. The balance would then be invoiced on completion of the last booking
- Invoices to accounts will be due for payment 7 days after the invoice has been sent.
- If an invoice remains unpaid 7 days after the due date, any upcoming bookings the client and account holder may have will cancelled, pending payment of the outstanding amount, but may still be chargeable.
- If an invoice remains unpaid 7 days after the due date, the company reserves the right to add a late payment charge equal to 15% of the total value of the invoice. If the invoice remains unpaid for a further 7 days, the company reserves the right to add a late payment charge equal to 25% of the total of balance owed to the outstanding balance and do so every 7 days until the total amount owed, including late payment charges has been paid.
- If an invoice remains unpaid 28 days after the due date, the account facility will be closed, but late payment charges will continue to be added.
- If an unpaid invoice reaches £7000 or and remains unpaid 3 calendar months past its due date, the company reserves the right to sell the debt to a collection agency or take legal action to recover the money. Legal Action taken by the company could include, but is not limited to, applications for a CCJ to be issued against the customer and appointment of High Court Bailiffs to attend the customers address with the intention of retrieving payment or goods to be sold to pay off the debt, applications for Attachment of Earnings Orders, Petitions for Bankruptcy
- The company always agrees to display the fees on the company’s website. The company reserves the right to amend the rates at any time without notice, although the company agrees to honour the price given for any bookings made prior to any increase. The company is under no obligation to refund any money already paid or adjust any prices for any bookings made prior to any reduction in prices.
- All bookings will be charged at the rate applicable at the time the booking is made.

Cancellations & Amendments to Bookings
- The client has the right to cancel any booking for any reason.
- Cancellations must be made by email to info@waleschauffeurtours.co.uk and clearly state the customer’s name, date of the booking and our booking reference number. No bookings will be cancelled without all three pieces of information or by any other method communication
- Where a booking has been booked and subsequently 1 calendar month, or less, before it is due to take place (or the first booking in the case of a multiday booking), there will be no refund. A booking cancelled more than 1 calendar month before will be eligible for a refund of up to 75% of the value of the booking.
- Where a booking is made with less than 1 calendar months’ all sale are final and no refunds can be given if the booking is subsequently cancelled
- Where entry fees, activities or accommodations have been booked on behalf of a guest and the booking is subsequently cancelled, and entry fees, activity fees or accommodations will only be refunded if the company is able to obtain a refund from the 3^rd party supplier. If no refund is available from the supplier, then the company will not be able to refund the client.
- Where a Fixed Transfer has been booked and is subsequently cancelled less than 48 hours before the transfer is due to commence there will be no refund. A Fixed Transfer cancelled with more than 48 hours’ notice, will be eligible for a refund of up to 75% of the value of the booking.
- Refunds will not automatically be provided and must be requested in writing by the client, no more than 10 working days after the cancellation is made. No refunds will be given if a request is not made in writing, or if the request is more than 10 working days after the cancellation is made. The company agrees to process the refund within 28 working days of the request being made.
- If a deposit is not paid within 7 days of an invoice being sent, the booking will be cancelled.
- If a deposit has been paid, and the full balance has not been paid 1 calendar month before a booking or 48 hours before a fixed transfer, the booking will be cancelled, and the deposit will not be refunded.
- If a chargeback is made to the card used to make the payment for any reason, this will be treated as non-payment and the booking will be cancelled.
- All times mentioned above will be when the company acknowledges the cancellation / amendment request during the company’s office hours, which may be different to when the client sends any email to cancel or amend a booking. For example; if the client sends an email to cancel a booking more than 15 days before a custom tour is due to take place but the email is sent outside the companies’ office hours and subsequently is not seen and acknowledged by the company until less than 15 days before the custom tour is due to commence, there would be no refund.
- Whilst the company will make every effort to fulfil all bookings, it reserves the right to cancel any booking at any time.
- Should the company be forced to cancel a booking prior to the driver’s arrival at the pickup address at the booked time, then customer will be eligible for a full refund. Exceptions to this are Acts of War, Acts of Terrorism, Criminal Acts, Acts of God & Force Majeure, or where the booking is cancelled because of the actions of the government, council, or any other authoritative body, so long as the actions are not because of any actions by the company.
- The client may make any amendments to any bookings at any time up to 48 hours before the start of the booking. The company agrees to make every effort to accommodate any requests but does not guarantee to do so. If the company is unable to accommodate any requested changes, the client may cancel the booking as per the above.
- No changes can be made to the booking less than 48 hours before the start of the booking.
- The company reserves the right for the driver to cancel the booking, and no refund will be given, so long as they have been at the booked pick-up address for the following amount of time;

Cardiff City Tour – 5 minutes

Half Day & Three Castles Tour – 10 Min

All Other Bookings & Fixed Transfers – 15 Min

At their discretion, the driver may wait longer than these times, but the scheduled finish time of the booking will remain the same, and tours may be amended to ensure the scheduled finish time remains the same. This may include removal of scheduled stop. The driver may also request additional payment at their discretion should the booking finish later than the scheduled finish time.

Driver & Vehicle
- The company agrees to provide a licensed Private Hire Driver and licence Private Hire Vehicle to the customer to facilitate a booking that is licenced by an authority where the company holds a valid Private Hire Operators Licence.
- The company retains the right to subcontract any booking to any third-party company or person that holds a valid Private Hire Operators Licence at the company’s discretion, regardless of where the third-party companies Private Hire Operators Licence is held. In this such instance, it will be the legal responsibility of the third-party company to ensure that both the driver and the vehicle provided are licenced by the same authority as themselves, and the driver and the vehicle are fully licenced and have the correct insurance in place. The company cannot be held responsible if a third-party operator provides an unlicensed and or un-insured vehicle or driver.
- The company is unable to guarantee an MPV for groups of less than 5 people without luggage, or groups of 4 with less than 3 large cases. Groups of less than 5 people can request an MPV, but the company is unable to guarantee this, and it would be dependent on other bookings on the same day
- Any booking made where the customer, guests, or passengers will have more than 2 large cases, an MPV will be required
- The total number of passengers shall include all people regardless of age including Babes in Arms.
- Where possible the company will seek to provide an executive vehicle, such as a Mercedes E Class, BMW 5 Series, Audi A6 etc, but does not provide any guarantees that such a vehicle will be provided. Neither does the company allow the client to specifically book an Executive Vehicle

Tours
- Unless agreed in advance, no luggage may be carried on any tour. Should any passengers have more than 1 small backpack, the tour may be cancelled. Additionally, the client, customer, guest, and passenger agree that any bags any passenger may have may need to be kept on laps on by feet for the duration of the tour. The company accepts no liability for any discomfort, reduced enjoyment or a poorer experience due to any passengers having any luggage without prior agreement.
- Unless agreed otherwise set and custom tours will start and finish at the same location, which must be within Cardiff.
- Apart from The Cardiff City Tour and Three Castles Tour, it is the client’s responsibility to set the start / finish location. All Cardiff City tours begin and end outside National Museum of Wales, Gorsedd Gardens, Cardiff. All Three Castles Tours begin outside National Museum of Wales, Gorsedd Gardens, Cardiff and finish on Kingsway, Cardiff, next to Cardiff Castle.
- In the event the customer and or guest arrives at the meeting location for a tour later than the booked start time, the customer agrees the tour may be truncated to ensure the tour finishes around the planned time
- The company allows the customer to request a custom tour based on their desired interests, or places they wish to see. The company will then put together an itinerary and route based on the customers specifications. The company will then provide the customer with an itinerary including start times, duration, and finish times along with a fee for the customers approval. Any quote will be valid for 7 days.
- The company agrees to provide the client, customer or guest with an itinerary for each booking, which will include confirmation of the start time and location of the tour, where the tour will end and an overview of places included on the tour, an amount of time at a stop is included on the itinerary, this is purely for suggestion, and guests will be free to spend as much or as little time at any location as they wish
- The itinerary will also include any additional information the guest may need to be aware of for the tour.
- If the client has planned their own tour, and the company is merely providing transportation, the company is under no obligation to provide an itinerary for the booking
- All tours are driven sightseeing tours. Whilst a tour may be planned to stop at one or more attractions or landmark that may have an entry fee, the customer and passenger acknowledges that unless advertised otherwise, any entry fee to any attraction or location is not included in the tour fee and any entry fees will be payable by the passenger directly to the attraction or landmark.
- The driver will not accompany guests around various attractions or landmarks and guests will be free to explore them at their own pace, in their own time whilst the driver waits with the vehicle. On request, the driver may accompany the guest or guests around one or more of the attractions. In this instance the client will also be responsible for the driver’s entry fee, if there is one.
- On request the company can pre-book and pre-pay for entry to any attraction or landmark that provides such a facility. The customer agrees that should the company pre-pay for any entry fee’s the entry fee, plus a 10% booking fee may be payable in addition to the booking fee.
- The company allows passengers to request that the driver stops at any given location for any reason, including but not limited to the opportunity to take photos, gain entry to an attraction. Any such request will be subject to the driver’s ability to legally and safely stop and park. In the event the customer wishes to enter an attraction, and the driver can park nearby, the customer may do so. Any entry fees and or parking charges however will be payable by the customer in addition to any monies already paid. The passenger agrees that requesting additional stops during a tour, may reduce the amount of time available at later scheduled stops and the company reserves the right for the driver to amend the tour to ensure the tour finishes around the scheduled time.
- Where a tour is planned to stop at an attraction, landmark or location, a certain amount of time will be planned to be spent at that location, which will be advised in advance. Customers and or guest are welcome to spend as much or as little time as they wish at any given location, however if more time is spent at any given location than has been planned for, the remainder of the tour may be amended to maintain the planned finish time.
- The last scheduled stop on all tours has a Latest Departure Time. Should the final stop of a tour be departed after the Latest Departure Time, the company reserves the right for the driver to request additional payment at their discretion. The decision to request additional payment, and how much to request will be up to the and would be payable directly to the driver. The company agrees that so long as the last stop is departed no later than the Latest Departure Time, there will be no requests for additional payment, so long as no additional stops, other than to use a toilet, are requested between the final scheduled stop and the planned end location of the tour.
- Some tours may have optional stops at the end of the tour. These stops are not scheduled stops but may be included towards the end of the tour if there is time available. Tours that have optional stops will have multiple latest departure times.
  - A Latest Departure Time from the penultimate stop to include the optional stop. This is the latest the penultimate stop can be left to include the optional stop. If the penultimate stop is left after this time, the penultimate stop will become the last stop.
  - A Latest Departure Time from the penultimate stop to complete the tour. Departing the penultimate stop after this time may result in additional charges
  - A Latest Departure Time from the optional stop. Departing the optional stop after this time may result in additional charges.
- The driver for the tours is a licenced private hire driver first and foremost and not a historical expert or badged guide. Whilst the company will endeavour to provide a driver who has a good general knowledge of the region, and some level of historical knowledge, the company’s primary purpose is to facilitate the guests getting from one location to another location and not to provide a high level of guiding,
- The company agrees to endeavour to provide a knowledgeable driver who can also act as a guide during the tour, but the client acknowledges this may not be possible and the driver may not be able to answer a wide range of questions or be an expert on any subject. Additionally, the company does not guarantee the accuracy of any information given by the driver either prior too, during, or after the tour.
- Only refreshments, such as food and drink, provided by the company is to be consumed in the vehicle. The customer is free to bring their own food with them, but this must be consumed outside of the vehicle. The driver may allow any food to be consumed in the vehicle at their own discretion.
- All tours are driven tours, and the company does not normally provide walking tours, or include walks or hikes as part of a tour. Where a client requests a walk as part of their tour, it will be the client’s responsibility to identify the walk, and ensure the guests familiarise themselves with the route, the terrain, ensure they have any maps or navigation aids they may need, are dressed appropriately, including appropriate footwear, and are physically capable of completing the walk. The client acknowledges that the driver would not accompany you on the walk, and any walks or hikes are undertaken at the guests own risk and they are to carry out their risk assessment prior to undertaking the walk or hike.
- On request, the company may provide a list of possible walks the guest could take, but it cannot take any responsibility for the final decision and will not be responsible for providing any guidance on the walk, or maps or navigation aids, and any walks or hikes are undertaken at the guests own risk and they are to carry out their risk assessment prior to undertaking the walk or hike.
- The company reserves the right to cancel any tour or terminate any tour early due to weather conditions or predicted weather conditions which may make driving dangerous, and to do so would increase the chance of injury. In the event of a tour being cancelled, the company will offer to re-arrange the tour at no additional cost. If this is not possible then the customer will be eligible for a full refund.
- The client, customer, passengers and / or guest acknowledge that all and any stops scheduled to stopped at during a tour are owned, managed and operated by third party organisations and businesses, that the company does not have any affiliation with, or control or influence over. The company cannot be held responsible should any scheduled stops not be accessible for any reason during a tour, and cannot be held liable to pay any compensation to the client, customer, passenger, guest of any kind, including, but not limited to a partial refund, should the customer, passenger guest be unable to access any scheduled stop on a tour for any reason
- The company reserves the right to remove scheduled stops from a tour if excessive congestion or traffic diversions due or road closures would mean a substantially longer driving time to any scheduled stop, which would mean the tour would be likely to finish significantly later than the scheduled time. The company cannot be held responsible for a scheduled stop being removed due to excessive congestion or traffic diversions due to road closures would mean a substantially longer driving time to any scheduled stop and cannot be held liable to pay any compensation to the client, customer, passenger, guest of any kind, including, but not limited to a partial refund, should a scheduled stop be removed due to excessive congestion or traffic diversions due or road closures.
- In the event a tour is started but is terminated early due to worsening weather conditions no refund will be given if the tour has lasted for more than One Hour. In the highly unlikely event a tour commences, but is terminated after less than an hour, a 50% refund may be issued to the customer. The actual length of the tour will be decided by the time the customer is returned to the start point, and not the time the decision is made to end the tour early.

Fixed Transfers
- Fixed Transfers are only for up to 4 passengers and be from / too one address whose postcode begin CF10, CF11, CF14, CF15, CF23, CF24, CF3 & CF5 only.
- Where a Fixed Transfer is from Cardiff Airport, Bristol Airport or Heathrow Pick Up Fees are included in the transfer fee,
- All Airport Pick Up’s are Meet & Greet, and 2 hours complimentary waiting time is included from the time the flight lands.
- Waiting time may then be requested by the driver at their discretion at a rate of no more than £20 plus £10 for each additional 15 minutes.
- The customer and or guest flight details must be provided in advance, and no less than 48 hours before the booking is due to begin. The client must provide the company with the airport, the terminal (if applicable) the flight number, the airport of the flight has come from, and the airline. This will ensure that the correct flight is tracked.
- All flights will be tracked with the agreed meeting time adjusted by up to two hours as required in the event of delays. The driver will then arrive in the arrival’s hall approximately 30 minutes after the flight has landed, with a nameboard displaying the customer and or guests name and will meet them there.
- Should a flight be delayed by more than 2 hours, waiting time may be requested from 4 hours after the scheduled landing time, the amount of which would be at the driver’s discretion but at a rate of no more than £20 plus £10 for each additional 15 minutes.
- The client acknowledges that if the customer and or guests flight lands ahead of schedule, the customer and or guests may be required to wait for the driver to arrive.
- The driver will attempt to contact the customer and or guests on their arrival in the airport.
- The customer and or guest should contact the driver on the number provided no more than 1 hour after the flight has landed to update them on their progress. If contact cannot be made between the driver and customer and or guest 1 hour after the flight has landed then the booking may be cancelled, and the driver may leave the airport.
- Two hours complimentary waiting time, from when the flight lands is included in the Fixed Fee Transfer. After this the company reserves the right for the driver to request additional payment for additional waiting time
- In the event of a no show at an airport any subsequent bookings due to start within 24 hours of the flights scheduled landing will be cancelled without refund
- In the event of a no show at an airport and there are subsequent bookings between 24 and 48 hours after the no show for the same customer and or guest, the company will attempt to contact the client within 12 hours of the no show to confirm if the subsequent bookings will still be required. If the client cannot be contacted after 12 hours, the bookings will be cancelled without refund.
- In the event of a no show at an airport and there are subsequent bookings more than 48 hours after the no show for the same customer and or guest, the company will attempt to contact the client within 24 hours of the no show to confirm if the subsequent bookings will still be required. If the client cannot be contacted after 24 hours, the bookings will be cancelled without refund.
- Where a flight is delayed by more than 4 hours the Company reserves the right cancel the booking without refund.
- In the event the company cancels a booking because a flight is delayed by more than 4 hours and there are subsequent bookings for the same customer and or guest, the company will attempt to contact the client within 24 hours of the no show to confirm if the subsequent bookings will still be required. The bookings will not be cancelled by the company, and if they are no longer required, they must be cancelled by the client in writing. If the client does not cancel the booking, then the driver will arrive at the booked meeting location at the booked time, and the normal no-show cancellation procedure will apply.
- Where a Fixed Transfer is from any address other than Cardiff Airport, Bristol Airport or Heathrow Airport, 10 minutes complimentary waiting time is included from the booked time, after which the company reserves the right for the driver to request additional payment of up to £5 per additional 5 minutes, or part thereof, which would be payable directly to the driver. The company reserves the right to cancel the booking is the passenger or passengers have not arrived at the vehicle 15 minutes after the booked time, regardless of if contact can be made with the passenger or not.
- Fixed Transfers are from one address to another address with no stops on route only. If one or more stops are requested by the client, then a Transfer Tour or Transfer would need to be made instead
- The company allows a 15-minute stop on route every 3 hours on a Fixed transfer. On longer journeys this could be multiple stops so long as the total duration of the stops does not exceed the equivalent of 15 minutes every 3 hours. For example: on a 6-hour journey this could be 2 x 15-minute stops, 3 x 10-minute stops or 1 30-minute stop etc.
- Should the passengers request to make additional stops on route, the company reserves the right for the driver to request additional payment. The decision to request additional payment, and how much to request will be up to the driver but would not exceed £25 per additional half hour

Transfer Tour
- A Transfer tour is any booking from one location in the UK to another that does not take the quickest and most direct route and has one of more stops on the way. Such as Cardiff to Heathrow Airport stopping at Bath & Stonehenge, or London to Cardiff via the Cotswolds.
- A Transfer Tour can be booked for the same duration as any other tour, and the fee payable would be the duration booked plus a dead leg fee for driving between Cardiff and the start / destination, plus any applicable Airport Fee’s, parking fees or toll fee’s
- Where a Transfer Tour is starting at an airport the companies normal Airport pick up procedure will apply, although the additional discretionary waiting time may be reduced if applicable
  - The customer and or guest flight details must be provided in advance, and no less than 48 hours before the booking is due to begin. The client must provide the company with the airport, the terminal (if applicable) the flight number, the airport of the flight has come from, and the airline. This will ensure that the correct flight is tracked.
  - All flights will be tracked with the agreed meeting time adjusted by up to two hours as required in the event of delays. he river will then arrive in the arrival’s hall approximately 30 minutes after the flight has landed, with a nameboard displaying the customer and or guests name and will meet them there.
  - If the driver is waiting for the client for two or more hours after the flight has landed the company reserves the right for the driver to request additional payment from the guest for additional parking fees at a rate of no more than £10 per additional 30 minutes over 2 hours.
  - The client acknowledges that if the customer and or guests flight lands ahead of schedule, the customer and or guests may be required to wait for the driver to arrive.
  - The driver will attempt to contact the customer and or guests on their arrival in the airport.
  - The customer and or guest should contact the driver on the number provided no more than 1 hour after the flight has landed to update them on their progress. If contact cannot be made between the driver and customer and or guest 1 hour after the flight has landed then the booking may be cancelled, and the driver may leave the airport.
  - In the event of a no show at an airport any subsequent bookings due to start within 24 hours of the flights scheduled landing will be cancelled without refund
  - In the event of a no show at an airport and there are subsequent bookings between 24 and 48 hours after the no show for the same customer and or guest, the company will attempt to contact the client within 12 hours of the no show to confirm if the subsequent bookings will still be required. If the client cannot be contacted after 12 hours, the bookings will be cancelled without refund.
  - In the event of a no show at an airport and there are subsequent bookings more than 48 hours after the no show for the same customer and or guest, the company will attempt to contact the client within 24 hours of the no show to confirm if the subsequent bookings will still be required. If the client cannot be contacted after 24 hours, the bookings will be cancelled without refund.
  - Where a flight is delayed, or the guest experiences delays at the Airport with immigration or passport control, the client agrees that the tour will be amended and truncated to ensure it still finishes around the scheduled finish time. If the tour finishes later than the scheduled finish time, the company reserves the right for the driver to request additional payment at their discretion.

Transfer (Not Fixed Transfer and not Transfer Tour)
- A Transfer is any journey from anywhere in the UK to anywhere in the UK that is neither a Transfer Tour, nor a Fixed Fee Transfer
- The company allows a 15-minute stop on route every 3 hours on a Transfer. On longer journeys this could be multiple stops so long as the total duration of the stops does not exceed the equivalent of 15 minutes every 3 hours. For example: on a 6-hour journey this could be 2 x 15-minute stops, 3 x 10-minute stops or 1 30-minute stop etc.
- Transfer can be booked for a car for up to 3 people or an MPV for 4 to 7 people. Any transfer for more than 3 people will automatically be charged for and assigned an MPV unless the client requests a car at the time of booking.
- Whilst the company allows the customer to request an executive vehicle, and the company agrees to meet any such request, the customer acknowledges that the company does not guarantee an executive vehicle will be required. The only guarantees the company makes in relation to the vehicle is it will be licenced to carry the number of passengers required.
- Fees for Transfers are calculated using the total round-trip duration from the driver leaving Cardiff to returning to Cardiff and are charged to the next half hour. i.e. a transfer with a 2-hour 5 min round trip duration would be charged a 2 ½ hours plus any additional costs incurred by the driver if applicable, and any Out of Hours fees that may be applicable, or Sunday Fees if applicable.
- Where a Transfer has multiple pick-ups and / or drop offs an additional 15 minutes will be added to the time for each additional stop
- If the start location is in Cardiff, then the duration will be from the booked time. If the start location is outside of Cardiff, then the time will be from the time the driver has to leave to arrive at the start location in normal driving conditions for the booked picked up time
- If the end location is in Cardiff, then the duration will be until the last passenger is dropped off. If the end location is outside Cardiff, then the duration would be until the driver has returned to Cardiff after dropping off the last passenger off in normal driving conditions
- The minimum booking fee is for 1 ½ hours plus any Out of Hours or Sunday Fees if applicable
- Where an additional cost to be incurred by the driver is known at the time of booking, this cost will be added to the Transfer Fee and payable at the time of booking. If an additional cost is not known at the time of booking, but is discovered after the booking has been paid for, this will be paid by the client on the day, either direct to the driver, or direct to the third party who is requesting payment
- Out of Hours (OOH) fees will be payable in addition to the transfer fee for any bookings where the driver is required to leave Cardiff before 5:00am Monday to Saturday or will return to Cardiff after 10:00pm Monday to Saturday
- Sunday Fees are payable in addition to the transfer fee for any booking where the driver is required to leave Cardiff, or will return to Cardiff between 10:00pm on Saturday and 5:00am on Monday
- Transfers include 10 minutes complimentary waiting time from the booked pick-up time, after with the company reserves the right for the driver to request additional waiting time payment of £5 for each additional 5 minutes or part thereof at their discretion. The exception to this is if the pickup is from an airport, then normal Airport Pick Up Waiting time and cancellation will apply
- Subject to parking restrictions, the company reserves the right to cancel the booking as a no-show if the passenger has not arrived 15 minutes after the booked time, whether the driver has been able to contact them or not. The exception to this is if the pick-up is from an airport, then normal Airport Pick Up Waiting time and cancellation as laid out below will apply
- The company requires to the driver to take a break of around 30 minutes after a maximum of 4 hours of driving. This time will be included in the round-trip duration.

During the Booking
- The company will endeavour to ensure that the driver arrives no later than the booked time, however the company does not guarantee the driver will be on time.
- Subject to any parking or waiting restrictions The Driver will wait at the booked meeting location for the following amount of time

Cardiff City Tour– 5 minutes

Half Day & Three Castles Tour –10 minutes

All Other Tours – 15 minutes

All Transfers – 10 minutes

The company reserves the right for the driver to cancel the booking after these times, and no refund will be provided. The exception to this is where the pick-up address is an airport

The driver will contact the customer and or guest via Whatsapp when they are on route to them and provide them with an ETA for their arrival. The driver is under no obligation to contact the guest when they have arrived at the meeting location.
If the driver experiences delays on their way to the pickup address and is going to be more than 5 minutes late the driver will notify the customer and or guest via Whatsapp as soon as is reasonably practical to do so. If the driver does not contact the guest to advise of any delays, they should expect them to arrive at the time previously advised.
The company will not be liable for any costs incurred by the customer and or guest because of the driver and vehicle arriving late. Additionally, the company will not pay any form of compensation should the driver and vehicle arrive late. If the customer must be at the destination by a certain time, i.e., for a Meeting, or to catch a train or plane etc, the company recommends that the booking is made for such a time as to allow for late arrivals or delays on route. On request, the company may provide guidance on an appropriate time, although the final decision on the booking time will the customers. The company is not liable should the customer arrive at the destination late because of booking a time suggested by the company. It is the sole responsibility of the customer to make any booking for a suitable time.
The driver will stop the vehicle as close to the pickup address as is safe and legal to do so as not to be causing an obstruction or hazard to other road users or be in violation of any traffic laws. Whilst the driver will make every reasonable effort to stop at the pickup address itself, the customer and passenger or passengers agree that this may not be possible and agree to travel to where the vehicle is if required to do so. The passenger or passengers will not attempt to make the driver stop the vehicle in any place such that it may be causing an obstruction or hazard to any other road users or be in violation of any traffic laws.
If the driver is unable to stop at the booked meeting location for any reason, they will find an alternative location as close as possible and advise the guests where they are.
The driver will not permit items to be loaded into the vehicle that would cause the vehicle to be overweight, obstruct any visibility, require the vehicle to be operated with any doors or tailgates opened. The driver will not permit any dangerous or illegal items to be loaded into the vehicle. Should the passenger attempt to contravene this then a cancellation charge may be incurred.
The driver must allow any assistance animals into the vehicle but reserves the right to refuse entry to any other animal for any reason. Any decision to allow or refuse animals that are not classed as assistance animals, is purely the drivers. Assistance animals include, but are not limited to Guide Dogs, Hearing Dogs etc. If the passenger attempts to contravene this, then a cancellation charge may be incurred. If the passenger wishes to bring animals other than assistance animals into the vehicle, the company recommends the passenger contacts the driver as soon as their details have been provided to confirm if the driver will allow any animals other than assistance animals in the vehicle. The driver may refuse to allow assistance animals into the vehicle, only upon being able to show a valid certificate of exemption from a qualified medical professional exempting the driver from having to carry any animals on medical grounds. If such a certificate is shown then the company shall offer to provide an alternative vehicle, or a full refund should any monies have already been paid if the customer informed the company at the time of the booking that any assistance animals will be with the passengers. If the customer did not inform the company that any assistance animals will be with the passenger, and the company allocates and despatches a driver who has a valid medical certificate of exemption, the company is under no obligation to provide a refund or alternative transport.
The driver will not allow more than the number of passengers his vehicle is licensed to carry in the vehicle. The total number of passengers includes babes in arms. All passengers must wear their own seatbelt. It is not permitted that a child sits on an adult’s lap, and they share a seat belt. The only exception to this is babes in arms. If any passenger attempts to contravene this, the booking may be cancelled.
Under UK law any child who is under the age of 12 and under a height of 135cm, is required to use a Child car seat whilst travelling in a car.
- A car seat is not required by any child 12 or over, regardless of height.
- A child seat is not required by any child 135cm or over, regardless of age
Where a child seat is required, this is to be provided by the customer. The company does not provide child seats but reserves the right for the driver to cancel the booking if they believe it is unsafe, or unlawful for a child to travel without a suitable child seat and the customer does not have one to use.
Where a booking is cancelled by the company or the driver because a child seat is required, and the client is unable to provide a child seat, this will be treated by the company as a customer cancellation and any refund will be subject to our cancellation policy
At no time during any booking, is any person under the age of 18 to be left in the vehicle without person over the age of 18, excluding the driver.
The company does not permit, eating, drinking, smoking, vaping or any illegal activities to take place in the vehicle. The driver reserves the right to allow any of these however if they are within the law, at their discretion.
The company nor the driver accept any responsibility for the journey taking longer than anticipated due to congestion, road closures or any other reason beyond the driver’s control, including vehicle breakdown. The company will not be liable for any costs incurred by the passenger or customer because of the driver and vehicle arriving at the destination late due to any reasons.
If for any reason the driver is unable to complete a booking once it has begun (for example a breakdown that cannot be repaired at the roadside, and requires recovery), the company will arrange and pay for alternative transport to the destination for the passenger, at no extra cost to the customer. Should the breakdown occur during a tour, the transport will be directly to the tour’s destination, and any remaining scheduled stops will be removed from the tour.
Should a vehicle breakdown during a booking, and can be repaired on the roadside, the company will be under no obligation to arrange for alternative transfer for the passenger or passengers regardless of the delay. The customer may seek to make alternative arrangements at their discretion, but the company will not make any payments towards alternative transport, nor be liable for any other costs incurred by the passenger because of the delay. Should the passenger choose to arrange alternative transport to their destination, no refund will be given.
Abuse of any kind towards the driver by any passenger either before, during or after the journey will not be tolerated. This includes, but is not exclusive to, Physical, Verbal, Sexual, Racial. If at any time the driver is subjected to or feels subjected to any form of abuse of any kind, they reserve the right to end the booking immediately, and request the passengers leaves the vehicle at the nearest location that it is safe and legal for the driver to stop the vehicle. In the event of this happening then cancellation charges will be incurred by the customer. If the passenger refuses to leave the vehicle, the driver reserves the right to call the emergency services and press charges against the passenger. Any such action would be entirely at the driver’s discretion, and the company will take no part in the proceedings on behalf of either party. The only involvement the company may have will be providing the authorities with details of the booking.
Upon reaching the destination, or the end of the tour, the driver will stop the vehicle as near to the destination as is safe and legal to do so, ensuring that they are not causing a hazard of obstruction to any other road users or in violation of traffic laws. No passengers should request, encourage, or incentivise the driver to stop in any place where it would unsafe, illegal or they would be causing a hazard of obstruction to other road users.
Passengers are to check they have not left any personal items or rubbish in vehicle prior to the vehicle departing. A rubbish disposal fee may be applied should the passengers leave rubbish in the vehicle.
All passengers are to check it is safe to exit the vehicle before doing so, to ensure that they do cause any damage to the vehicle or any other 3^rd party vehicles or any items such as street furniture, flora and fauna or signage etc, or injury to any road users or pedestrians. The company does not accept any liability for any damage or injury to anyone, or anything caused by the passengers’ actions as they exit the vehicle. The passenger acknowledges this and accepts all blame and liability for any injury or damage caused by their actions when exiting the vehicle.

Airports
- All charges charged by Airports, including Drop Off Fee’s are added to the booking fee and are payable in full by the client, apart from Cardiff Airport, Bristol Airport or Heathrow Airport which are Fixed Transfer Airports
- The company charges a set amount in additional to the booking fee for picking up at an airport. This is automatically added to the fee
- All Airport Pick Up’s are Meet & Greet, and 2 hours complimentary waiting time is included from the time the flight lands.
- Waiting time may then be requested by the driver at their discretion at a rate of no more than £20 plus £10 for each additional 15 minutes, and this would be payable directly to the driver.
- The customer and or guest flight details must be provided in advance, and no less than 48 hours before the booking is due to begin. The client must provide the company with the airport, the terminal (if applicable) the flight number, the airport of the flight has come from, and the airline. This will ensure that the correct flight is tracked.
- All flights will be tracked, and the driver will then arrive in the arrival’s hall approximately 30 minutes after the flight has landed, with a nameboard displaying the customer and or guests name and will meet them there.
- Should a flight be delayed by more than 2 hours, waiting time may be requested from 3 hours after the scheduled landing time, the amount of which would be at the driver’s discretion but at a rate of no more than £20 plus £10 for each additional 15 minutes, and this would be payable directly to the driver
- Should a flight be delayed for a Transfer Tour the tour may be adjusted to ensure it still finishes at the originally planned time. So long as the tour finishes at the planned time, there would be no additional fees.
- The client acknowledges that if the customer and or guests flight lands ahead of schedule, the customer and or guests may be required to wait for the driver to arrive.
- The driver will attempt to contact the customer and or guests on their arrival in the airport.
- The customer and or guest should contact the driver on the number provided no more than 1 hour after the flight has landed to update them on their progress. If contact cannot be made between the driver and customer and or guest 1 hour after the flight has landed then the booking may be cancelled as a “no show”
- In the event of a no show at an airport any subsequent bookings due to start within 24 hours of the flights scheduled landing will be cancelled without refund
- In the event of a no show at an airport and there are subsequent bookings between 24 and 48 hours after the no show for the same customer and or guest, the company will attempt to contact the client within 12 hours of the no show to confirm if the subsequent bookings will still be required. If the client cannot be contacted after 12 hours, the bookings will be cancelled without refund.
- In the event of a no show at an airport and there are subsequent bookings more than 48 hours after the no show for the same customer and or guest, the company will attempt to contact the client within 24 hours of the no show to confirm if the subsequent bookings will still be required. If the client cannot be contacted after 24 hours, the bookings will be cancelled without refund.
- Where a flight is delayed by more than 4 hours the Company reserves the right cancel the booking without refund.
- In the event the company cancels a booking because a flight is delayed by more than 4 hours and there are subsequent bookings for the same customer and or guest, the company will attempt to contact the client within 24 hours of the no show to confirm if the subsequent bookings will still be required. The bookings will not be cancelled by the company, and if they are no longer required, they must be cancelled by the client in writing.

Damage and Soiling
- All Passengers are to take care not to cause any damage to, or soil in anyway the vehicle before, during and after any journey. This does not apply to a reasonable amount of being left on the carpets of the vehicle because of shoes becoming dirty whilst visiting various places on a tour. The company requests however, that guests are mindful of the condition of their shoes when entering the vehicle and do what that can to minimise any mess and ensure it remains on the carpets of the vehicle and is not spread over doors, seats, or other non-floor areas of the vehicle.
- If a passenger is feeling unwell at any point during a booking and feels they may be in danger of soiling the vehicle in anyway, they are to request the driver to pull over so that they may exit the vehicle. The driver will then do so as soon as is safe and legal to do so, to allow the passenger to get out of the vehicle and wait with the passenger until they feel well enough to continue the journey. If the booking is a tour, the tour may be amended to ensure it still finishes around the planned time. If the booking is a Driver Hire, which subsequently is completed later then the planned time, the driver may request additional payment or if the booking is on account excess hours may be charged for.
- Any soiling of the vehicle before, during or after the journey that requires payment being made to a third party, and / or the vehicle to be unusable for more than 2 hours, will result in possible charges to the client. The charges may be the full amount that the driver must pay a 3rd party to carry out any work, plus a loss of earnings charge for the time the vehicle is not useable for more than 2 hours. The loss of earnings charge is £50 per hour up to a maximum of £500. Any costs incurred by the driver in getting the vehicle to a place where work is carried out shall also be chargeable to the customer.
- All passengers are to take care not to cause any damage to the vehicle before, during or after the journey. Any damage caused to the vehicle before, during or after the journey that requires payment being made to a third party, and / or the vehicle to be unusable for more than 2 hours, will result in possible charges to the client. The charges may be the full amount that the driver must pay a 3rd party to carry out any work, plus a loss of earnings charge for the time the vehicle is not useable for more than 2 hours. The loss of earnings is charged at £300 per day or part thereof from the time the damage occurs until it has been repaired. If the vehicle is off the road for a period of more than 5 days, then the company may seek to rent a replacement vehicle for the driver, the cost of which would be chargeable to the client. If neither the company nor the driver can source a replacement vehicle to rent, then the client will be charged for every working day (5 days in every 7 days) the vehicle is off the road. Any costs incurred by the driver in getting the vehicle to a place where work is carried out shall also be chargeable to the client.
- Should the driver be forced to forego a booking because of soiling or damage caused by the passenger the customer may also be charged the cost of the missed booking on top of charges laid out above.
- The driver must notify the company immediately, or as soon as is reasonably practical to do so of soiling or damage, and the company will advise the client of the incident and impending charges within 24 hours of the incident. The final charge does not have to be notified at this time.
- The company will invoice the customer within 7 days of any work being completed by a third party, with payment due 7 days later. If an invoice remains unpaid 7 days after the due date, the company reserves the right to add a late payment charge equal to 15% of the total value of the invoice. If the invoice remains unpaid for a further 7 days, the company reserves the right to add a late payment charge equal to 25% of the total of balance owed to the outstanding balance and do so every 7 days until the total amount owed, including late payment charges has been paid.
- If an invoice remains unpaid 28 days after the due date, the account facility will be closed, but late payment charges will continue to be added.
- If the total balance of an unpaid invoice reaches £1000 or and remains unpaid 56 days past its due date, whichever happens later, the company reserves the right to sell the debt to a collection agency or take legal action to recover the money. Legal Action taken by the company could include, but is not limited to, applications for a CCJ to be issued against the customer and appointment of High Court Bailiffs to attend the customers address with the intention of retrieving payment or goods to be sold to pay off the debt, applications for Attachment of Earnings Orders, Petitions for Bankruptcy

Lost Property and Damage to Passengers Possessions
- Passengers should ensure they take all their belongings with them at the end of the journey, and ensure no property belonging to them, or in their care is left in the vehicle before it departs.
- In the event a passenger does leave something in the vehicle, the customer must notify the company of their belief that something has been left in the vehicle within 12 hours of the journey ending.
- Upon being notified by the customer of their belief an item has been left in the vehicle the company shall attempt to contact the driver within 24 hours. The company shall make every effort to contact the driver on behalf of the customer, but do not guarantee that contact will be made.
- The company accepts no responsibility or liability for failure to contact a driver upon the report of an item being left in the vehicle.
- The company will not make any compensation payments, nor replace any items a passenger believes have been left in a vehicle at the end of a journey.
- In the event of an item being left in the vehicle and being found by the driver, neither the company nor the driver will pay for the item to be returned to the passenger or customer. Where possible the passenger or customer may travel to a place where the item is. If this is not possible, the customer may make and pay for their own arrangements to have any item collected. The driver may return the item to the passenger at a location of the passenger’s choice, and the driver’s discretion. The driver may charge for this, the amount charged will be at the driver’s discretion, but it should be in line with the company’s rates. Any such arrangement and the agreement of the price should be between the passenger and the driver.
- Should any item left in the vehicle by the passenger, but arrangements have not been made by the customer for their return more than 120 days after the journey, then ownership of possession shall be deemed to have passed to either the driver or the company, depending on whose possession the item is in at that time.
- The passenger must ensure that all items in their possession are kept in such a manner as they will not become damaged in anyway.
- The company accepts no responsibility or liability for any damages of any kind to any items belonging to or in the possession of the passenger at any time. The company will not make any kind of compensation payments, nor replace or repair any item belonging to or in the possession of the passenger, that becomes damaged in any way at any time.

Record Keeping
- The client acknowledges that regardless of how the booking is made, it will be recorded by the company and will be kept by the company for a minimum of 12 months. The company may keep a record of the booking for longer if required to do so by a licencing authority by whom the company has been issued a Private Hire Operators licence. The member, customer and passenger all acknowledge that details of their booking may be shared with a licencing office as part of a compliance check, or with law enforcement authorities as part of an investigation, or tax authorities as part of a compliance check and or investigation.
- The company will retain all the details of the booking for a period of at least 12 months, or longer if required by an authority where a Private Hire Operators Licence is held and is required as part of the conditions of such licence. The details will include the passengers name and contact details, as well as the booking reference number, booking details, and the details of the driver and the vehicle used to carry out the booking, the name of the company the booking was subcontracted too in the event the company subcontracts the booking to a 3^rd

Miscellaneous Items
- All drivers provided by the company to the customer and or guest are provided on a freelance basis. The company does not employee any of the drivers, and as such exert no legally enforceable control or influence over any of them.
- All vehicles assigned to any booking by the company are operated, maintained, licenced, and insured by the drivers. The company does not own any vehicles.
- Whilst all drivers are provided guidelines in which to operate, and the condition in which they should keep their vehicles, the company has no legal right to enforce these guidelines, and as such make no guarantees as to the condition of the vehicle or the conduct or actions of the driver.
- The company does reserve the right to cease a working partnership with any driver at any time, so if the driver’s actions, conduct or condition of vehicle does not meet the customers’ expectations, the customer is encouraged to contact the company with their concerns. The company accepts no liability or responsibility for any drivers conduct, actions or condition of vehicle, and as such will not pay any form of compensation because of a driver’s conduct, actions, or condition of vehicle.
- If the customer has any complaints about a driver, or service received, they must contact the company in writing detailing the driver’s name; pick up, destination and time of the journey; full details of the complaint, details of any witnesses. The complaint must be sent via email to the company at info@waleschauffeurtours.co.uk no more than 24 hours after the journey. If the customer is unable to send a complaint via email, then they may do so by post. If a complaint is sent by post to Wales Chauffeur Tours Ltd, 15 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ, and this must be received by the company no more than 72 hours after the journey and must contain a return address. Acknowledgement of any complaints sent via email will be sent by reply within 48 hours of the complaint being received. Acknowledgment of complaints sent by post will be sent to the return address within 5 working days after the complaint is received. This will just be an acknowledgment of the complaint, and not an actual response to the complaint. The company will investigate the complaint and make every effort to respond to any complaints within 14 working days of any complaint received, however it places no actual time limit on how long it may take to respond to any complaint received.
- If the passenger is the victim of, or is witness to any criminal activity before, during or after the journey, they are to contact the relevant emergency services immediately. The passenger or customer is welcome to contact the company, and the company will record all the details including the name and location, and the date and time. However, the company is under no obligation to contact the emergency services, and makes no guarantee that the company, or any employee or agent acting on behalf of the company will contact the emergency services.
- The company’s rates are advertised on the company website, and the company reserves the right to amend the prices at any time without warning. No refunds will be issued should the company reduces its prices between the booking be placed and it takes place, neither shall the company impose any additional charges on the customer because of the company increases prices between a booking being made and the journey taking place.
- The company will take payment directly from the client and pay the driver directly for the journey. Except for additional time or mileage, the driver should not request payment at the end of the booking, and the passenger should not make any payments to the driver at the end of the booking. The passenger may still offer the driver a “Tip” of any kind, which the driver is free to either accept or refuse as they wish.
- The amount the company pays the driver to undertake a booking, may not necessarily be the amount the customer paid the company. The passenger or customer should not discuss with the driver how much the customer has paid for the journey, nor how much the driver is being paid for the journey. All financial transactions between the company and the passenger and the company and the driver are confidential.
- The company reserves the right to add a surcharge for Bookings beginning at certain times, in form of a set additional amount.
- The company may ask the client for an email address, if one is provided, then the customer agrees that the email address given may be added to a mailing list and marketing emails, or emails containing promotional material may be sent to the email address given from time to time. The customer is free to un-subscribe from any mailing list at any time. This can be done by either following the relevant links on any marketing emails, or by emailing info@waleschauffeurtours.co.uk. If a customer emails the company to request removal from any mailing list, the company agrees to do so within 10 working days. The customer may still receive marketing emails from the company during this period.
- When the customer and or guest is given a driver’s phone number to allow communication between the customer and or guest and the driver prior to a booking. the customer or guest must not save the number to their mobile phone or in any other way unless permission is given to them by the driver. The customer or guest must also not use the number to contact the driver for any reason after the booking unless permission to do so is given to the customer or guest by the driver.
- Drivers are not permitted by law to accept bookings from the passenger, customer, guest or client. All bookings must be made through the company alone. The company does not allow any bookings to be placed via a driver, and as such any requests by the client, guest, customer, or passenger to the driver for a booking will not be honoured. Should any booking be made with a driver, then the booking would not be legal, the driver would be breaking the law, and the driver would not be insured. The company does not accept any responsibility or liability for any booking placed with a driver.
- The customer and or guest agree that their mobile phone number may be shared with the driver for the purpose of allowing the driver to contact the customer and or guest in relation to the booking. Drivers are instructed not to store or save any phone numbers without express consent given by the person whose number it is. Additionally, Drivers are instructed not to contact the passenger for any reason other than in relation to the booking without the express consent given by the passenger. If the driver does not adhere to these instructions, the company cannot be held liable for any action taken by the driver. Neither shall the company pay any compensation of any form to any person for any reason, should the driver not adhere to these instructions. Should the driver attempt to contact any person for any reason aside from in relation to the booked journey that person is free undertake legal proceedings against the driver, but no legal proceedings of any kind shall be brought against the company. The company will not get involved in any legal disputes or legal proceedings on behalf of either party. The only exception to this is if the company, a director of the company, an employee of the company or an agent acting on the company’s behalf are called to give evidence in any court proceedings or are legally required to provide any evidence to the police because of any legal proceedings. The company shall only provide the statements of fact in relation to the case and will not offer any thoughts or opinions or any actions by either party.
- In the event a refund of any kind is paid from the company to the client for any reason, this will be refunded to the credit or debit card used to pay for a booking or the deposit. There is a minimum payment of £50.00 for all refunds, and no refunds shall be given lower than this value. If a refund is due below the value of £50.00 the company shall instead provide credit to the client of the same value to be used at any time in the following 12 months. Any refunds will be processed by the company within 28 days of the refund being requested. It may then take at least a further 10 working days for the refund to appear in the customer’s account.
- The company reserves the right to amend these terms and conditions at any time without warning or notice. All bookings will be subject to the terms and conditions in place at the time the journey takes place regardless of what terms and conditions were in place at the time of the booking.

Written by David James – 4^th July 2026

Approved by – David James – Managing Director of WCT Cardiff Ltd

Come into effect on – 4^th July 2026