Terms & Conditions

1. Agreement to these Terms

By requesting a quote, placing a booking, paying for a booking, or travelling under a booking made through Plymouth To Airport, you agree to these Terms & Conditions. Where the booking flow asks you to confirm acceptance of the terms, that confirmation forms part of the contract.

If you book for another passenger, you confirm that you are authorised to accept these terms on their behalf. If you do not agree to these terms, you must not complete the booking.

2. Definitions

3. Who provides the service

Plymouth To Airport is a licensed private hire operator. We may fulfil a booking directly or allocate it to another suitably licensed operator or driver where needed for availability, routing, operational resilience, or customer service.

If a booking is allocated to a partner operator, we may still manage communication, payment collection and customer support. Where the transport contract is expressly with a partner operator, responsibility for performing the journey rests with that operator. Where payment and booking remain with us, we remain your primary point of contact.

4. Quotes, booking details and confirmation

• Quotes are based on the journey details you enter and may be withdrawn or corrected if those details are incomplete, inaccurate, or clearly affected by a pricing or typographical error.
• You are responsible for checking addresses, dates, times, flight details, passenger numbers, luggage information and any special requirements before submitting the booking.
• When a booking is placed, it is treated as a booking request until a driver has accepted and been allocated to the journey.
• A booking is only fully confirmed once a driver has accepted the job and you have received confirmation that a driver has been allocated.
• We will make reasonable efforts to accommodate requests such as child seats, wheelchair access, or similar requirements, but these cannot always be guaranteed.

5. Payment

• We may accept online card payments, cash payments, card payments in person, or mixed settlements where part of the fare is paid online and the balance is paid later.
• Online card payments are processed securely by Stripe or another approved payment provider. We do not store your full card number.
• If a payment is declined, reversed, or marked as unauthorised, we may suspend, refuse, or cancel the booking until the amount due is settled.
• Where the journey changes after booking, including route changes, extra stops, waiting time, diversions, or inaccurate original details, the fare may be recalculated and any difference will be payable.
• Only one promotional code, discount, or special offer may be used per booking unless we state otherwise.
• Driver tips are optional and entirely at your discretion.

6. Airport transfers, waiting time and delays

For airport collections, you must provide the correct flight number where relevant. We may monitor publicly available flight information to help coordinate collection times.

• For airport arrivals, up to 30 minutes of free waiting time is usually included from actual landing time unless your confirmation states otherwise.
• After the included waiting period, additional waiting charges may apply.
• If a flight is significantly delayed, cancelled, or diverted, we will try to help, but revised availability and revised pricing may apply.
• We are not responsible for missed flights caused by insufficient time allowed, traffic conditions outside reasonable control, airport delays, security queues, or incorrect details supplied by the customer.

7. Driver allocation, cancellations, no-fare fee and refunds

If we are unable to allocate a driver, we may cancel the booking. For bookings paid online, if we cancel because no driver was available, the customer will receive a full refund to the original payment method.

For bookings without an allocated driver, our system may automatically cancel the booking if no driver has accepted the job by 15 minutes before the scheduled pick-up time. The customer will be notified. If the booking was paid online, a full refund will be issued to the original payment method.

No-Fare Fee

A no-fare occurs when a driver attends the pick-up location but the passenger does not travel, cannot be located, does not respond to reasonable contact attempts, or is not ready to travel after the driver has waited at least 5 minutes from the scheduled pick-up time or from the driver’s arrival time, whichever is later.

If a booking is marked as no-fare, a £5 fee will be charged to cover driver attendance and waiting time.

For bookings paid online, the £5 no-fare fee will be retained and the remaining balance will be refunded to the original payment method. For bookings not paid online, the £5 no-fare fee remains payable by the customer.

Refunds

Refund processing and refund messages apply only to bookings that were paid online. Refunds are returned to the original payment method. Once processed, card refunds usually take around 5 to 10 business days to appear, depending on the customer’s bank or card provider.

8. Children, seat belts and safety

• Passengers are responsible for ensuring children travel with suitable restraints as required by law.
• Child seat requests should be made during booking and remain subject to availability.
• All passengers must wear seat belts where fitted and required by law.
• Drivers may refuse travel where a journey would otherwise be unsafe or unlawful.

9. Passenger conduct

• Passengers must behave safely and respectfully throughout the journey.
• Drivers may refuse or terminate a trip where a passenger is abusive, threatening, violent, intoxicated to an unsafe degree, carrying prohibited items, or causing damage or serious disruption.
• Cleaning, repair, or damage charges may be claimed where the vehicle is soiled or damaged by a passenger or their belongings.
• Smoking, vaping and unlawful drug use are not permitted in the vehicle.

10. Luggage, goods and lost property

• You are responsible for ensuring luggage and personal items are suitable for transport and properly insured where needed.
• We may refuse to carry goods that are unsafe, unlawful, excessively bulky, improperly declared, or likely to damage the vehicle.
• We are not responsible for cash, valuables, fragile items, perishable goods, or personal items left unattended in the vehicle.
• If property is left behind, we will make reasonable efforts to help recover it, but recovery cannot be guaranteed and a handling or delivery charge may apply.

11. Circumstances outside reasonable control

We are not liable for delay, failure, or disruption caused by events outside reasonable control, including severe traffic, road closures, weather, accidents, industrial action, vehicle breakdown, police action, airport or port disruption, public authority restrictions, or other force majeure events.

Where possible, we will take reasonable steps to communicate delays, rearrange the booking, or offer an alternative.

12. Liability

Nothing in these terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, fraud, or any other liability that the law does not allow us to restrict.

Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, or loss arising from incorrect booking details, passenger delay, missed flights, or matters outside reasonable control.

13. Complaints

If you have a complaint about a trip, please contact us as soon as possible and, where practical, within 72 hours of the journey. Include your booking reference, the journey date and a clear summary of the issue.

Where a partner operator performed the journey, we may forward the complaint to that operator or ask you for information needed to investigate it properly.

14. Privacy and communications

We process personal data in line with our Privacy & Data Protection Notice. This includes data needed to quote, book, manage, support and secure the service.

We may contact you by phone, email, SMS, or live chat in relation to your booking, payment, updates, support requests, complaints and service issues.

15. Changes to these terms

We may update these terms from time to time. The latest published version will apply to new bookings made after the updated version is published.

16. Governing law and contact

These terms are governed by the laws of England and Wales. Any dispute will be subject to the jurisdiction of the courts of England and Wales unless the law provides otherwise.