Terms and Conditions

General Terms

• ALL PRICES ARE SUBJECT TO VAT (20%) AND AIRPORT DROP OR COLLECTION FEE WILL BE APPLIED WHERE APPLICABLE.
• ALL PASSENGERS WILL RECEIVE BOOKING CONFIRMATIONS VIA SMS / TEXT MESSAGE. IF YOU WISH TO OPT OUT, PLEASE LET US KNOW VIA EMAIL TO info@excellencecarservice.com.
• At all airports, we include 45 minutes of waiting time free after the flight has landed. Thereafter, the charge will be £7.50 every 15 minutes.
• If a pick-up is within London (residential address or business address), we allow up to 10 minutes of waiting time from the time the passenger made the booking, and thereafter £7.50 for every 15 minutes will apply.
• This means our fares are based on a direct trip with the passenger being ready to travel at the time of booking and place as specified.
• From London postcode, cancellations not informed up to 4 hours prior to the time of booking will incur 100% of the booking price.
• If we pick up from any UK address, the driver will wait up to 30 minutes after the time the booking was made. If we are unable to contact the passenger (by ringing the doorbell or calling the contact number), we will release the driver and the passenger will be responsible for the full cost.
• No reservation is considered accepted until confirmed by phone, text, or email, and the passenger has been issued with the reference number.
• All bookings made through our website are not confirmed until reviewed by our offices. If we cannot accommodate the booking for any reason, we will contact you within 12 hours.
• Hourly bookings are limited to 20 miles per hour within London. Additional mileage charges will apply depending on the vehicle booked and for out of London journeys.
• An additional surcharge of 50% on the price listed on the site may be added on the following dates: 24, 25, 26 December, as well as 1st January.
• There will be additional charges if the passenger has to make a stop during the journey which was not in the original booking (minimum £25) or any other diversion on the way.

Refund & Cancellation Policy

Refund will be issued on the following grounds:

• Bookings notified 4 hours prior to the actual pick-up time.
• If the passenger missed the flight and informed us in advance either by phone or by email obtaining cancellation.
• All cancellations are subject to a minimum fee, based on the trip booked.

No refund will be issued for the following:

• If the passenger books the PHV for the wrong date, wrong flight number, or provides other misleading information.
• If the passenger leaves the airport or any other agreed pick-up address without informing or contacting Excellence Car Service.

Cancellation

• Full charge will apply to any booking if cancelled less than 4 hours before. For journeys outside London, 8 hours notice is required.
• In case of as directed bookings, a minimum 4-hour charge applies.
• Coach bookings are charged in full if cancelled within 48 hours.
• Amendments to any booking may be charged, depending on the changes made.

• WE RESERVE THE RIGHT TO CHANGE PRICING WITHOUT ANY PRIOR NOTICE.
• ALL PRICES ARE SUBJECT TO VAT (20%) AND AIRPORT DROP OR PARKING FEE APPLIED WHERE APPLICABLE.