CUSTOMER BOOKING CONDITIONS

1. Confirming a reservation

Submitting journey details or receiving a quotation does not guarantee availability. Your reservation is confirmed only after a TfL-licensed operator accepts the request and a confirmation or e-ticket is issued on its behalf.

The confirmation will contain your journey details and identify the operator responsible for the transport. You should review it immediately and report any incorrect information.

If no licensed operator accepts the request, any payment already collected for the journey will be released or refunded.

2. Quoted fare and payment

The total amount payable, including any disclosed booking or marketplace fee, will be shown before you confirm the reservation.

BPC Cars may collect the journey payment as the licensed operator’s authorised payment agent. We may retain an agreed commission or marketplace fee and transfer the remaining balance to the operator.

The confirmed fare is based on the details supplied at the time of booking. Reasonable additional charges may apply for:

• Extra waiting time or parking.
• Additional stops or route changes.
• A different or larger vehicle.
• Incorrect passenger or luggage information.
• Changes requested after confirmation.

Any unavoidable extra charge will be explained where reasonably possible.

3. Changing or cancelling a booking

Changes are subject to the licensed operator’s acceptance, vehicle availability and any difference in price.

Unless different cancellation terms are clearly displayed before booking:

• Cancelling more than 12 hours before pickup qualifies for a full refund.
• Cancelling within 12 hours of pickup is non-refundable, except following a verified relevant airline cancellation.
• No refund is available after the scheduled pickup time or where the passenger fails to attend.

If the licensed operator cancels and you do not accept an available replacement operator, the journey payment will be refunded.

Approved refunds are normally submitted to the original payment method within five working days. Your bank or payment provider may require additional time to credit the funds.

4. Information you must provide

You must supply complete and accurate information, including:

• Passenger and contact details.
• Pickup address, destination, date and time.
• Flight number where relevant.
• Passenger and luggage quantities.
• Accessibility requirements.
• Child-seat requests.
• Any unusual or oversized items.

You must select a vehicle with sufficient seating and luggage capacity. The licensed operator may be unable to complete the journey if the selected vehicle is unsuitable or if important information was omitted.

You must remain contactable and ensure that all passengers are ready at the confirmed pickup time.

5. Passenger conduct

Passengers must comply with lawful safety instructions given by the licensed operator or its driver.

Smoking, vaping, abusive or threatening behaviour, deliberate vehicle damage and carrying illegal or dangerous items are prohibited. The operator may refuse or end a journey where passenger behaviour creates a safety, legal or operational risk.

The customer may be charged for cleaning or repairs reasonably required because of passenger actions.

6. Pickup and waiting periods

Unless a different allowance appears in your confirmation:

• Airport meet-and-greet collections include 45 minutes of waiting from the recorded flight landing time.
• Collections from other locations include 15 minutes from the scheduled pickup time.

After the included period, the licensed operator may charge reasonable waiting and parking costs or classify the booking as a no-show.

Please notify us or the operator promptly about delays and remain available by telephone. Customers should allow sufficient journey time for road conditions, airport security and travel connections.

7. Responsibility for the journey

The TfL-licensed operator named in your confirmation is responsible for:

• Selecting and assigning the driver and vehicle.
• Driver and vehicle licensing.
• Appropriate insurance.
• Journey safety and performance.
• Route decisions and transport operations.
• Lost property.
• Transport-related complaints and claims.

Questions or claims concerning the transport should be submitted to that operator using the details provided in your confirmation. BPC Cars may assist with communications or look for a replacement operator without becoming responsible for the transport supplied.

For an immediate emergency or suspected crime, call 999.

8. BPC Cars booking assistance

BPC Cars will provide its quotation, reservation, payment-administration, communication and customer-support functions with reasonable care and skill.

To the extent permitted by law, BPC Cars is not responsible for the licensed operator’s acts or omissions or for circumstances affecting the journey, including driver or vehicle problems, traffic, road closures, weather, delays or missed flights, appointments and connections.

We will not be responsible for indirect or unforeseeable loss. Nothing in these Conditions removes statutory consumer rights or excludes liability that cannot legally be excluded, including liability for fraud or for death or personal injury caused by negligence.

9. Personal information

Personal information is used to administer reservations, process payments, provide assistance, prevent fraud and send booking communications.

Information necessary for the journey will be shared with the selected TfL-licensed operator, its assigned driver, payment processors and any authority legally entitled to receive it.

Further information is provided in the BPC Cars Privacy Policy.

10. Applicable law and contact

These Booking Conditions are governed by the laws of England and Wales. Any mandatory consumer rights applying in your country of residence remain unaffected.

For quotations, website enquiries, payment administration or booking assistance:

Email: [email protected]

Telephone/WhatsApp: +44 (0)20 3667 8590

Website: https://bpccars.com

For transport performance, lost property or journey-related claims, please contact the licensed operator identified in your booking confirmation or e-ticket.