These terms and conditions of sale govern the relationship between Heathrow Carrier Limited, a company registered under number 10605426 in the Companies House Register of England and Wales, and any individual or entity (hereafter referred to as the “Customer”) seeking to reserve a chauffeur-driven car service (the “Service”) for themselves or for individuals who have authorized them to do so (“Passengers”).

By making a booking with Heathrow Carrier, both the Customer and Passengers acknowledge and accept the terms and conditions set forth by Heathrow Carrier. Any conflicting terms proposed by the Customer or Passengers, including those arising from their own terms and conditions, shall not be applicable to Heathrow Carrier unless expressly agreed to in writing beforehand.

Heathrow Carrier retains the right to modify these terms and conditions at any time. The terms and conditions that will apply to the booking of a Service are those that are in effect at the time the booking is confirmed, as evidenced by Heathrow Carrier’s receipt of the written confirmation.

Heathrow Carrier is committed to ensuring the effective organization and delivery of the services it provides as a passenger transport company.

• To secure a reservation with Heathrow Carrier, guests must consent to the outlined terms and conditions.
• Consumers retain any statutory rights that cannot be excluded or limited, and these rights will remain unaffected by the terms and conditions outlined herein.
• We advise that all bookings be made in advance, either through our website or by sending us an email directly.
• We accept various forms of payment, including all major credit and debit cards, such as American Express.
• Any requests for cancellations or modifications should be submitted via email. You can reach us at info@heathrowcarrier.com or booking@heathrowcarrier.com.
• Our policy for cancellation and amendment fees is as follows: Cancellations are permitted without charge up to 3 hours before the scheduled pick-up in the Greater London area, 6 hours for locations outside London, and 12 hours for any hourly service as specified. Failure to comply with these timeframes will result in the full amount being charged. These terms are applicable to all vehicles, with the exception of the Mercedes Benz Sprinter Van(16 Seaters) and Rolls Royce. For these specific vehicles, a notification of at least 72 hours is required for any complimentary cancellation.
• Heathrow Carrier shall not be liable for any delays resulting from traffic congestion, adverse weather conditions, road construction, or incidents occurring on the roads.
• In the case of a road accident or vehicle breakdown, Heathrow Carrier is dedicated to offering an alternative vehicle to ensure the journey continues to the destination, provided there is a nearby vehicle available. If not, we will arrange for a taxi to complete the trip. There will be no additional charges for this service.
• Heathrow Carrier is committed to supporting passengers throughout their journey, from the moment of booking until the trip is completed.
• Heathrow Carrier retains the right to cancel the booking based on vehicle availability or to upgrade the vehicle category, provided that the passenger or booker consents to the change.
• The fare for the journey is exclusively collected by the operator, Heathrow Carrier.
• The chauffeur will take the route deemed most suitable for the day, unless the passengers have made a specific request before their booking.
• Our vehicles are comprehensively insured and protected under a hire and reward insurance policy, in compliance with Transport for London regulations. Although we exercise utmost care, customers should be aware that their property is transported at their own risk, and we cannot accept liability for any loss or damage.
• The company and its drivers maintain the authority to deny service to any individual suspected of being under the influence of alcohol or drugs, as well as to anyone whose conduct is deemed a potential risk to the driver, the vehicle, or other passengers.
• We kindly urge all passengers to verify the number and size of their luggage to ensure compatibility with the selected vehicle before submitting their booking request. Please be aware that an excessive amount of baggage may be declined by the company or chauffeurs, and in such instances, the company will not issue any fare refunds.

In case of a flight delay or an early arrival, the driver will keep track of the flight status and modify the pickup time as needed. The company will not impose any extra charges in this situation

Any passenger who makes a reservation with us and does not meet the driver at the scheduled pickup time, whether at home, a hotel, or another private address, will be classified as a No Show.

Our No Show policies are outlined below:

For pickups not at the airport, we provide a grace period of 15 minutes. For airport and cruise terminal pickups, the grace period is extended to one hour, while for train station pickups, it is set at 30 minutes. After these timeframes, the following charges will be incurred:

• Executive Saloon/Sedan: 80p per minute or £48.00 per hour.
• Electric Saloon/Sedan: 87p per minute or £52.00 per hour.
• Executive VIP/First Class (Up to 4 years): £1.00 per minute or £60.00 per hour.
• Executive VIP/First Class ( Up to 2 Years): £1.20 per minute or £72.00 per hour.
• Luxury SUV (Range Rover): £1.50 per minute or £90.00 per hour.
• Luxury MPV: £1.00 per hour or £60.00 per hour.
• Executive MPV (8 Seater Van): £1.20 per minute or £72.00 per hour.

• To prevent incurring a 'no-show' fee, customers must communicate with the Heathrow Carrier dispatch team before leaving the pickup location. They can reach us at UK phone number +44 203 3938 450, US phone number +1 800 509 1243, or via email at booking@heathrowcarrier.com.
• Hourly service as directed is solely offered for city tours. For any other inquiries, please use the transfer booking service. If you need hourly service from the airport, do not hesitate to contact our office for a customized quote.

The service operates on an hourly billing structure, which includes coverage for distances up to 12 miles within the quoted fare. Any mileage exceeding this limit will result in additional charges upon completion. The rates for extra miles will be applied as follows:

• Gratuity is not included in the displayed prices and is entirely at the discretion of the passenger and driver.
• Customers will be liable for any damage caused to vehicles, fittings, or equipment due to negligence, misconduct, or any actions of the customer or passengers traveling with them.
• Additional fees may be incurred for supplementary services. These extras encompass waiting time, requests for upgraded vehicles, parking charges, and additional stops. Pricing information can be provided upon request.
• Child car seats are not provided with the Mercedes Benz E-Class, S-Class, or Range Rover. If you need a car seat, we suggest booking a larger vehicle, such as a Luxury MPV or Executive MPV. The cost for a child seat is £10.00 each, while booster seats are complimentary.

Alternatively, if a passenger opts to use their own car seat, they are responsible for ensuring it is installed safely.

• Concierge services are not provided.
• Heathrow Carrier will maintain a comprehensive log of all items that are lost and found, and will facilitate their return to the respective guests.
• Fares on the following public holidays are charged at fare and a half: Christmas Day, New Year’s Eve and New Year’s Day.
• Heathrow Carrier is committed to providing the highest level of service to our customers. Our drivers and staff are thoroughly trained, and we maintain a standard of respect in all interactions, expecting the same courtesy from our clients. We uphold a strict policy against any form of verbal or non-verbal abuse, harassment, insults, aggression, threats, bullying, racism, rudeness, or any behavior that may harm the emotional well-being of our team members.