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Terms & Conditions

Below are the terms and conditions governing Flexi Fares’ business relationship with our Clients, Passengers (individuals traveling), and Bookers (individuals making reservations). Flexi Fares reserves the right to modify these terms without prior notice.

Flexi Fares is committed to providing safe, reliable service to all customers.

While we strive to be fair and reasonable and foster goodwill, we cannot accept liability for incidents or losses resulting from circumstances beyond our reasonable control, despite our best efforts to follow Client and Passenger instructions.

Transport of Goods

All parcels, packages, and goods are transported at the customer's risk. Customers are responsible for arranging adequate insurance coverage for items in transit.

Right to Refusal

Flexi Fares reserves the right to refuse transportation to any person or object that our driver reasonably believes may cause harm or damage to themselves or the vehicle. The driver's judgment in these matters is final.

Flexi Fares may charge for any costs incurred in such situations.

Quotes

All quotations provided are approximate estimates based on anticipated mileage, driver time, time of day, and vehicle type required for specific journeys.

Charges

Our fare calculations factor in mileage traveled, time spent, and any out-of-pocket expenses. Rates vary according to vehicle type and service level required.

We offer fixed rates for journeys between local areas and London airports or most London postal codes.

Most journey quotes assume travel via the shortest practical route. If the route changes (whether by customer request or to avoid traffic problems), Flexi Fares reserves the right to charge for additional mileage and time.

Surcharges

We reserve the right to apply surcharges for:

  • Airport and station pickups
  • Journeys between two non-local areas
  • Christmas, New Year, and other Bank Holiday travel
  • Additional stops en route
  • Extreme weather or difficult road conditions
  • Services outside standard business hours
  • Peak hour travel

Cancellations

Flexi Fares considers a booking valid until:

  • A Passenger or authorized representative cancels the journey with a staff member at Flexi Fares' office and receives confirmation of cancellation
  • Our driver or support staff determines they cannot complete the pickup for any reason

Until either condition is met, we will make every reasonable effort to fulfill the booking. In the event of cancellation, Flexi Fares may charge for costs incurred until properly notified of cancellation or until we determine we cannot contact the Passenger.

Typically, there is no charge for journeys canceled before driver dispatch. When a journey is canceled after driver dispatch, the Client may be charged.

If a driver cannot locate a Passenger after reasonable effort, the Client may be charged. Providing incorrect pickup information or other relevant details that result in costs to our driver may result in cancellation charges.

Airport Pickup (Parking Charges)

All London airports and many others now impose drop-off fees. These charges will be passed to the customer at the rate levied by the airport. All airport pickups incur parking charges, which we strive to minimize by coordinating pickup times with flight arrivals. Whatever parking fees are incurred will be added to the journey cost. As these charges vary, they cannot be incorporated into our standard pricing structure and will be added at journey completion.

Waiting Time

When a driver must wait beyond the scheduled pickup time for a Passenger, whether due to Passenger/Client fault or circumstances beyond their control, the Client is responsible for paying waiting time charges.

Cancellation Charge

A Cancellation Charge covers driver time, mileage, and incidental costs incurred when a passenger cannot be picked up.

Congestion Charge

Transport for London (TFL) levies a congestion charge on all private hire vehicles. The customer is responsible for this charge, which will be added to the journey cost, sometimes at the conclusion of the trip.

Ultra Low Emission Zone Charge (ULEZ)

TFL imposes ULEZ charges on certain vehicle types. Flexi Fares is working to ensure our fleet complies with these requirements. However, as some of our fleet includes self-employed drivers, we occasionally must pass ULEZ charges to customers. These will be added to the journey cost upon completion.

Variations

We will accommodate route variation requests from Passengers unless we have written instructions from the account holder not to do so.

Account Security

Clients are responsible for maintaining adequate security to prevent account misuse. Accounts are established with minimal security measures unless Clients specify requirements in writing.

Flexi Fares can implement various security measures upon written request from the Client. Clients are liable for payment of all bookings made on their account.

Payment

Clients agree to pay invoices within the payment terms specified on the account application. Overdue amounts may incur interest at 2.5% above base lending rates.

Queries

All queries must be submitted in writing within 14 days of receipt.