Terms & Conditions

1 About these terms

"We", "us" and "RelaxRide" refer to the business operating the RelaxRide service at relaxride.co.uk. By using our website, placing a booking, creating an account, or applying to drive, you agree to these terms. If you do not agree, please do not use the service.

2 Definitions

• Booking — a request you submit for a transfer, which becomes a contract only once we confirm it (see section 5).
• Quote / Estimate — the indicative price shown when you enter pickup and drop-off details.
• Driver — a licensed private hire driver in our network who carries out a transfer.
• Account — the customer profile you create to book and track transfers.
• Service — the website, booking tools, and transfers provided by RelaxRide.

3 Our service

RelaxRide provides pre-booked private hire transfers — including airport transfers and executive travel — across London and surrounding areas. All journeys must be booked in advance. We are a private hire operator: our vehicles cannot be hailed in the street or hired at a rank, and bookings are made through our website or by phone.

We arrange for a licensed driver to carry out your transfer. We aim to provide a reliable, professional service, but availability depends on demand, traffic, weather and other factors outside our control.

4 Using the website & your account

• You must be at least 18 to create an account or make a booking.
• The information you give us must be accurate and kept up to date — we rely on it to reach you and complete your transfer.
• You are responsible for keeping your account password secure and for activity under your account.
• You must not misuse the website, attempt to disrupt it, or use it for unlawful purposes.

We may suspend or close an account that is used in breach of these terms.

5 Making a booking

When you submit a booking you are making a request, not a confirmed contract. We will review the request and assign a driver. A binding contract is formed only when we confirm the booking (for example, when a driver is assigned and we acknowledge the trip). Until then, we may decline a request — for instance, if no driver is available for your time and route.

You'll receive a booking reference you can use to track your driver once one is assigned. Please check your confirmation carefully and tell us promptly if any detail is wrong.

6 Quotes, fares & payment

The price shown when you enter your journey is an estimate based on the addresses and distance calculated at the time. The final fare may differ if the route, stops, waiting time, vehicle type, or pickup/drop-off details change, or if the estimate was based on inaccurate information.

Additional charges may apply for, among other things, waiting time beyond the free allowance, additional stops, extra cleaning required due to soiling, tolls, congestion or airport charges, and parking.

7 Changes & cancellations

Cancelling a booking

You can cancel any booking by phone, email or WhatsApp, quoting your booking reference. The charge depends on how much notice you give before the scheduled pickup time. Notice is measured from when we receive your cancellation.

Amending a booking

You can change the time, addresses or vehicle on a booking free of charge up to 24 hours before pickup, subject to availability. Within 24 hours we'll do our best to accommodate changes, but if we can't arrange a suitable vehicle the original booking may be treated as a cancellation under the table above.

Refunds

Where you've paid and a refund is due, we'll return it to your original payment method within [INSERT — e.g. 5–10] working days, less any cancellation charge that applies.

Changes or cancellations by us

Occasionally we may need to cancel or reassign a booking — for example, if no driver is available or due to circumstances beyond our control. Where we cancel a confirmed booking and you have paid, we will refund amounts paid for that booking. We are not liable for indirect losses arising from a cancellation (see section 11).

8 Waiting time & no-shows

• Standard pickups — drivers wait up to 15 minutes free from the agreed pickup time. Waiting beyond this is charged at [INSERT] per minute.
• Airport pickups — we allow up to 60 minutes free after your flight lands, to give you time to clear immigration and collect bags. Waiting beyond this is charged at [INSERT] per minute. This is why an accurate flight number matters.
• No-show — if you can't be located at the pickup point and don't respond to the driver's contact attempts within 15 minutes (standard) or the free allowance (airport), the booking is treated as a no-show and charged at 100% of the fare, consistent with section 7.

9 Your responsibilities as a passenger

• Be ready at the agreed time and pickup point, and treat the driver and vehicle with respect.
• Wear seatbelts and follow reasonable instructions for safety.
• Tell us in advance about special requirements — for example child seats, mobility assistance, or unusually large or numerous luggage — so we can send a suitable vehicle and brief the driver. Our standard vehicles are not wheelchair-accessible; if a passenger needs to remain in a wheelchair for the journey, please contact us before booking so we can advise what's possible.
• You are responsible for your belongings during the journey.
• Smoking, vaping, and illegal drugs are not permitted in vehicles. Drivers may refuse or end a journey where a passenger is abusive, threatening, or unsafe.

10 Drivers & driver applications

If you apply to drive with RelaxRide, you confirm that the information you provide — including your private hire licensing details — is accurate, and that you hold all licences, insurance and permissions required to carry passengers for hire. We verify licence details before confirming drivers on the network, and we may decline or remove a driver who does not meet our requirements or these terms.

11 Liability

We provide our service with reasonable care and skill. However, to the extent permitted by law:

• We are not liable for delays or losses caused by events outside our reasonable control — including traffic, weather, road closures, accidents, or flight changes.
• We are not responsible for missed flights, trains or connections; please allow enough time and book your pickup accordingly.
• We are not liable for indirect or consequential losses.

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited or excluded. Your statutory rights as a consumer are not affected.

12 Lost property

If you leave something in a vehicle, contact us as soon as possible with your booking reference. We will make reasonable efforts to reunite you with lost items but cannot guarantee their recovery, and a charge may apply for returning items.

13 Complaints

If something goes wrong, please tell us — email hello@relaxride.co.uk or call 020 7946 0000 with your booking reference. We aim to acknowledge complaints promptly and resolve them fairly.

14 Intellectual property

The RelaxRide name, logo, website content and design are owned by us or our licensors and are protected by law. You may not copy, reproduce or reuse them without our permission, except as needed to use the service normally.

15 Privacy

We handle your personal data as described in our Privacy Policy, which forms part of your agreement with us. Please read it to understand what we collect and how we use it.

16 Changes to these terms & general

• We may update these terms from time to time. The version that applies to your booking is the one published when you book.
• If any part of these terms is found to be unenforceable, the rest continues to apply.
• Failing to enforce a term on one occasion does not waive our right to enforce it later.
• You may not transfer your booking to someone else without our agreement.

17 Governing law

These terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales. [Adjust if you operate under Scottish or Northern Irish law.]

18 Contact us