Terms and Conditions

1. About Us

Camberley Cars is a local private hire taxi company based at 39 Abbey Court, Camberley Town Centre, Surrey. We operate a licensed dispatch service 24 hours a day, 365 days a year, covering Camberley, Frimley, Farnborough, Yateley, Blackwater, Sandhurst, and the wider Surrey and Hampshire area, along with airport transfers across the United Kingdom.

All our drivers hold the relevant private hire driver licence, and all our vehicles are licensed as private hire vehicles. As a private hire operator, we cannot be flagged down in the street — every journey must be pre-booked through our office.

2. Definitions

3. Making a Booking

You can book with us through our website, through our online booking portal, by calling our dispatch number, by WhatsApp, or by email. When booking, you must provide accurate information, including:

• Your full name and contact phone number
• The pick-up address and the destination
• The date and time of the journey
• The number of passengers and the approximate luggage
• Your flight number and airline for airport pickups
• Any special requirements, such as child seats or accessibility needs

A booking is only confirmed once you receive a confirmation from us (by email, SMS, or over the phone). If you do not receive confirmation, please contact us before assuming a ride has been booked.

We recommend booking at least 24 hours in advance for airport transfers and scheduled journeys to guarantee availability, though we do accept short-notice bookings whenever we have a vehicle free.

4. Fares, Quotes and Additional Charges

Fares are quoted at the time of booking based on the pick-up address, destination, vehicle type, date and time. Quoted fares are valid for the journey described and assume a direct route without unusual delays.

Additional charges may apply in the following circumstances:

• Extra stops that were not included in the original booking.
• Route changes requested during the journey that materially extend the distance or time.
• Road tolls, congestion charges, ULEZ or clean-air zone charges, and parking fees incurred during the journey.
• Airport drop-off or pick-up charges are levied by the airport operator.
• Excessive waiting time beyond the free grace period — see the Waiting Time section below.
• Soiling and cleaning charges where the vehicle is left in a condition requiring cleaning beyond normal use.
• Bookings made during peak periods — for example, public holidays, New Year’s Eve, or other high-demand dates — may incur a surcharge at the time of booking.

All fares are in Pounds Sterling (GBP) and include VAT where applicable.

5. Payment

We accept the following payment methods:

• Prepaid online card payments through our booking portal
• Credit and debit cards (in the vehicle, where card facilities are available)
• Mobile payments
• Cash, paid directly to the driver at the end of the journey
• Business account invoicing for corporate clients who have agreed on an account with us in advance

For pre-paid bookings, the full fare is charged at the time of booking. For pay-on-the-day bookings, payment is due at the end of the journey. Failure to pay will be treated as a breach of these terms and may be referred for collection.

6. Cancellation and Changes

You may cancel or amend a booking by contacting us as early as possible. Our standard cancellation terms are:

• More than 2 hours before pick-up: no cancellation charge.
• Within 2 hours of pick-up: a cancellation charge may apply, typically equal to the minimum fare or up to 50% of the quoted fare, depending on how close to the pick-up time the cancellation is made.
• After the driver has been dispatched or has arrived at the pick-up point, the full fare may be charged.
• No-shows: if the passenger cannot be located at the pick-up address and does not respond to contact attempts within the grace period (see below), the full fare will be charged.

Amendments to the pick-up time, address, or vehicle type are subject to availability and may result in a revised fare. We will always try to accommodate changes where we reasonably can.

Refunds for eligible cancellations of prepaid bookings will be processed back to the original payment method, usually within 5 to 10 working days.

7. Waiting Time

To make sure pick-ups run smoothly, we operate the following grace periods:

• Standard pick-ups (home, office, station): 5 minutes free waiting time from the booked pick-up time. After this, waiting time is charged at our standard per-minute rate, which will be confirmed at the time of booking.
• Airport arrivals: we track your flight and adjust the pick-up time to your actual landing. We allow a reasonable grace period (typically 45 minutes for short-haul and 60 minutes for long-haul) from the time the flight lands, to allow for baggage and customs. After this, the waiting time is charged at our standard rate.

If a flight is delayed or arrives early, there is no extra charge for the change in scheduled pick-up time. If a flight is cancelled, please contact us as soon as possible so we can reschedule or cancel the booking.

8. Your Responsibilities as a Passenger

When travelling with us, we ask you to:

• Be ready at the pick-up point at the agreed time.
• Provide accurate pick-up and drop-off addresses, including flat or building numbers, gate codes where relevant, and any access instructions.
• Wear seatbelts at all times while the vehicle is moving. Do not smoke, vape, or consume drugs in the vehicle. Smoking and vaping are prohibited by law in licensed private hire vehicles in the UK.
• Do not consume alcohol in the vehicle.
• Treat the driver and the vehicle with respect. Aggressive, abusive, threatening or discriminatory behaviour towards the driver will not be tolerated, and the driver may terminate the journey.
• Ensure that any children travelling are properly secured. We can arrange child seats if requested at the time of booking — please give us as much notice as possible.
• Inform the driver of any medical conditions or needs that may affect the journey.

You are responsible for any damage you or your party cause to the vehicle during the journey. A cleaning or repair charge may apply where damage or excessive soiling occurs.

9. Luggage and Items Carried

Please tell us the amount of luggage you will be carrying at the time of booking so we can send the right size of vehicle. We reserve the right to refuse carriage where luggage significantly exceeds the capacity of the booked vehicle.

Dangerous, illegal, or hazardous items may not be carried. Our drivers may refuse to accept any item they reasonably believe to be unsafe or unlawful.

Assistance dogs are always welcome. Other pets may travel by prior arrangement — please let us know when booking.

10. Our Responsibilities

We will make reasonable efforts to:

• Provide a licensed, insured vehicle and a licensed driver for every booking.
• Arrive at the pick-up point at the agreed time.
• Take a safe and reasonable route to the destination.
• Keep you updated if there are any delays or changes to your booking.

While we do our best to be on time, we cannot guarantee against delays caused by circumstances outside our reasonable control, such as heavy traffic, road closures, accidents, severe weather, or mechanical breakdown. We recommend allowing enough time for your journey, particularly for flights and appointments.

11. Lost Property

If you leave an item in one of our vehicles, please contact us as soon as you realise. We will check with the driver and, if the item is found, arrange for it to be returned to you. We may charge a reasonable fee for returning lost items, particularly where a dedicated trip is required.

Unclaimed lost property will be held for a reasonable period and then disposed of or handed to the local police, in line with standard practice.

12. Insurance and Liability

All our vehicles carry the insurance required by UK law for licensed private hire vehicles, including passenger liability insurance.

Our liability to you is limited to losses that are a direct and reasonably foreseeable result of our breach of these terms. We are not liable for:

• Indirect or consequential losses, such as missed flights, connections, meetings, or events, where the delay is caused by circumstances outside our reasonable control.
• Loss of, or damage to, personal property left in the vehicle, except where caused by our negligence.
• Delays caused by traffic, weather, road incidents, or other factors beyond our reasonable control.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under UK law.

13. Right to Refuse Service

We reserve the right to refuse a booking or to end a journey in progress, without refund, where:

• A passenger is behaving in a manner that is unsafe, abusive, threatening, or illegal.
• A passenger is unable to provide a verifiable pick-up or destination address.
• The number of passengers or the amount of luggage exceeds the legal capacity of the vehicle.
• The driver reasonably believes that continuing the journey would breach the law or endanger passengers, the driver, or other road users.

14. Complaints

We take complaints seriously and aim to resolve them quickly and fairly. If something goes wrong, please contact us as soon as possible — ideally within 14 days of the journey — using the contact details at the end of these terms. Include your booking reference, the date and time of the journey, and a clear description of what happened.

We will acknowledge your complaint and aim to provide a full response within a reasonable timeframe. If you are not satisfied with our response, you may contact the local licensing authority that issued our operator licence.

15. Circumstances Beyond Our Control

We will not be liable for any failure or delay in performing our obligations where that failure or delay is caused by circumstances beyond our reasonable control. This includes, but is not limited to, severe weather, flooding, fire, major road closures, civil unrest, industrial action, government action, pandemics, or similar events.

16. Changes to These Terms

We may update these Terms and Conditions from time to time. The current version will always be available on our website, and the “Last updated” date at the top will show when it was most recently revised. Any booking you make will be governed by the terms in force at the time of that booking.

17. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms or any booking made with us is subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact Us