Booking Terms and Conditions

Last updated: 12 October 2026

1. About us and these terms

These terms apply to every booking made with Plus Ride ("we", "us", "our"), a private hire operator based at Abbey House, 25 Clarendon Road, Redhill, RH1 1QZ. You can contact us on 020 3051 1560, 07466 356247 or admin@plusride.co.uk.

By making a booking, by any method, you agree to these terms on behalf of yourself and everyone travelling with you. Nothing in these terms affects your statutory rights as a consumer, including under the Consumer Rights Act 2015.

2. Making a booking

1. You can book through our website, by phone, by email or by WhatsApp.
2. A booking is confirmed only when we send you a confirmation by email or text message. Please check the details straight away and tell us of any mistake.
3. You must give accurate details: pickup and drop-off addresses, date and time, number of passengers, luggage, any child seats or other needs, and for airport and cruise pickups your flight number or ship name.
4. The person making the booking must be 18 or over.
5. We may decline a booking, for example if no suitable vehicle is available. If we cannot carry out a confirmed booking, we will tell you as soon as possible and refund any payment in full.

3. Prices and payment

1. The price quoted at booking is fixed for the journey as booked and includes VAT where applicable.
2. The price may change if the journey differs from the booking: extra pickups or drop-offs, a different address, extra passengers or luggage needing a larger vehicle, extra waiting time, or a route change you ask for.
3. Unless included in your quote, the following are added at cost: car park and airport drop-off or pickup charges, tolls, the London Congestion Charge and ULEZ or other clean-air charges.
4. Payment is taken by card when you book online, unless we agree another method such as payment to the driver or a business account.
5. Business account invoices are payable within 14 days of the invoice date unless agreed otherwise in writing.

4. Waiting time

After the free period, waiting time is charged in blocks of 15 minutes at the rate shown in your quote, or as advised by our office. We track flights, so if your flight is delayed we adjust the pickup time at no extra cost, provided you gave us the correct flight number.

5. Cancellations and changes

1. To cancel or change a booking, contact us by phone, email or WhatsApp. A cancellation counts from the time we receive it.
2. We will try to accommodate changes but cannot guarantee them. A change may alter the price.
3. Refunds are made to the original payment method, normally within 7 working days.
4. If we cancel your booking, you receive a full refund.

6. No-shows

If you are not at the pickup point by the end of the free waiting time and we cannot reach you on the phone number given, the driver may leave after telling our office. This is treated as a no-show and the full fare is payable. Please keep your phone switched on, and call us if you are delayed.

7. Passengers, luggage and child seats

1. The number of passengers must not exceed the number of seat belts in the vehicle. Everyone must wear a seat belt.
2. Each passenger may bring a reasonable amount of luggage as declared at booking. If you bring more than declared and it will not fit safely, we may need to send a larger vehicle at extra cost, or the driver may be unable to carry it.
3. Child seats and boosters must be requested at booking and are subject to availability. You are responsible for telling us the age and weight of each child.
4. Assistance dogs are always carried free of charge. Other pets must be agreed at booking.

8. Conduct in the vehicle

1. Smoking, including e-cigarettes, is not allowed in our vehicles.
2. Drivers may refuse to carry anyone who is abusive, violent, or under the influence of alcohol or drugs to a degree that puts the driver, the vehicle or other people at risk. The full fare is payable in that case.
3. If a passenger soils or damages the vehicle, we will charge the reasonable cost of cleaning or repair, plus the vehicle's lost working time.

9. Journey times and our responsibility

1. We plan every journey to arrive on time, but journey times depend on traffic, weather, road closures and other events outside our control. Please allow enough time, especially for flights, trains and cruises.
2. We are not responsible for missed flights, connections or other losses caused by delays outside our reasonable control, or by incorrect details given at booking.
3. Luggage and belongings are carried at your own risk. We are not responsible for items left in the vehicle, but we will do our best to return lost property; a delivery charge may apply.
4. Except where the law does not allow it, our total liability for any claim arising from a booking is limited to the price of that booking. This does not limit our liability for death or personal injury caused by our negligence, or for fraud.

10. Drivers and vehicles

All journeys are carried out by licensed private hire drivers in licensed and insured vehicles. We may send a different vehicle of the same or higher class than the one booked, at no extra cost to you.

11. Complaints

If you are not happy with any part of our service, please tell us within 14 days of the journey at admin@plusride.co.uk, with your booking reference. We will acknowledge your complaint within 2 working days and aim to give a full response within 10 working days.

12. Your personal information

We use your personal information only to arrange and carry out your booking, take payment, and contact you about your journey. We share it only with the driver assigned to your booking, our booking-system and payment providers, and where the law requires. We handle your data in line with UK data protection law (UK GDPR and the Data Protection Act 2018). To ask about your data, email admin@plusride.co.uk.

13. Changes to these terms and governing law

We may update these terms from time to time. The terms in force when your booking is confirmed apply to that booking. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Questions about these terms? Contact us or call 020 3051 1560.