Refund Policy

1. You have the right to cancel a Booking made through the Website. If You decide to cancel a Booking You must notify Premium Transfers by submitting a cancellation request via the form on the Contact Us page, quoting the booking reference, as per the guidance provided on the Website.

2. In the event of the cancellation of a Booking per Clause 7.1 above that is before the cancellation cut-off time specified on the confirmation page and your booking confirmation email, then if paying by Card, you will be entitled to a full refund of the Fare (excluding any Card Costs). If the cancellation is after the cancellation cut-off time specified in the confirmation page and your booking confirmation email, if you paid by Card then no refund will be due to You, and if you were to pay by Cash, then your profile will be marked which may prevent you from booking through Premium Transfers again.

3. In the event of the cancellation of a Booking, for all vehicles carrying 9 or more passengers, following Clause 7.1 above, up to one week (unless otherwise specified on the confirmation page and your booking confirmation email) before the Agreed time, then if paying by Card, you will be entitled to a full refund of the Fare (excluding any Card Costs). Where the cancellation is less than 72 hours, for all vehicles carrying 9 or more passengers (unless otherwise specified on the confirmation page and your booking confirmation email) before the agreed time, if you paid by Card then no refund will be due to You.

4. If PHO does not turn up at the Agreed Pick-Up Point within 15 minutes of the Agreed Time and You do not use PHO for the Trip, You will be entitled to a full refund of the Fare, along with any Card Costs, if you paid them in advance by Card, as full and final settlement of any claim You might have in respect of such failure. However, should You, at Your discretion, decide to continue with the Trip where the PHO turns up after 15 minutes from the Agreed time, then you will not be entitled to any such refund.

5. If You are not available at the Agreed Pick-Up Point within 15 minutes of the Agreed Time, it will be at PHO's discretion to treat Your non-availability as a cancellation, and You will not be entitled to any refund of the Fare and any Card Costs that you may have paid in advance. Where the PHO decides to wait more than 15 minutes from the Agreed Time, then You may be subject to additional charges by PHO in respect of any additional waiting time and/or parking charges and will make such payment directly to PHO.

6. For pre-paid bookings, any refunds due to you for cancellations or complaints will be made to the card used to make the payment within up to 3-5 business days (business days being Monday to Friday), depending on your bank or card issuer.

WARRANTY AND LIMITATION OF LIABILITY

7. PHO has warranted to Premium Transfers that it is licensed by the appropriate Licensing Authority(ies) Premium Transfers will conduct its own verification of such warranty. You must conduct your own verification and not reply upon Premium Transfers. If You are in any doubt, You should contact the Private Hire or Mini Cab Operator and rely on Your verification.  

8. Premium Transfers shall not be liable for any delays in pick-up or drop-off times or for any failure of PHO to arrive at all or for any failure of PHO to provide its services by Your requirements or expectations.

9. Premium Transfers shall not, in any event, be liable (whether in contract or otherwise) for any indirect loss or consequential loss or loss of revenue, howsoever arising, suffered by You in connection with any failure by PHO or otherwise in connection with these Terms or otherwise and if You consider that You have any claim in respect of any failure by PHO You agree to make such claim directly against PHO.

10. Premium Transfers' aggregate liability in respect of these Terms and any matter arising out of it (including claims whether made in contract or tort) shall be limited to £500.

11. Subject, as expressly provided in these Terms, all warranties, conditions, or other terms implied by statute or common law are excluded as far as legally possible.

12. Nothing in this clause shall operate to exclude any rights You may have under consumer legislation or limit PHO's liability for death or personal injury arising out of its negligence.

13. Any estimated trip times and times of arrival presented by Premium Transfers on its Public website or otherwise, are only to be taken as indicative and are not subject to traffic and/or weather conditions and the final route taken by the driver. Therefore, you agree that You are responsible for setting an appropriate Agreed Time that allows You sufficient time to reach Your destination to subsequently check in for a flight, take a train, or fulfill any other dependencies You might have.

14. Premium Transfers may keep You informed of the status of your Booking by sending You email, and SMS text alerts, although Premium Transfers does not guarantee the delivery nor the timing of these email and SMS text alerts, and shall not, in any event, be liable (whether in contract or otherwise) for any indirect loss or consequential loss or loss of revenue, howsoever arising from the omission or delay of such email and SMS text alerts.

15. Each foregoing sub-clause of this clause shall constitute a separate and severable provision. The provisions of this clause shall continue in effect notwithstanding the termination, completion, or any other matter which might otherwise cause these Terms to become ineffective.

LIMITATIONS AND EXCLUSIONS

16. PHO shall not undertake the carriage or delivery of:

17. money or securities, antiques, precious metals, furs, or jewelry or value, any goods or property (of whatsoever nature) of an intrinsic value of more than £50.

18. any goods or property of a hazardous, dangerous, inflammable, explosive, or noxious nature, or are illegal to possess under existing English Law, and/or

19. any goods or property (of whatsoever nature) which may deteriorate in transit.

20. PHO shall have no liability whatsoever for loss or damage arising from clause 10.1 of this agreement.

21. Without prejudice to the provisions of clause 10.1 PHO shall not in any event be liable directly or indirectly for:

22. loss, damage, and/or breakage to any fragile items whatsoever whether arising from the acts, omissions, or negligence of PHO and/or its employees and/or agents or arising otherwise howsoever.

23. Without prejudice to the generality of clause 10.1 PHO shall not be liable for any loss and/or damage arising directly or indirectly from:

24. breakdown, accident, adverse weather conditions.

25. any act or omission on the part of the Customer.

26. any clause, act, or circumstance beyond the control of PHO (including, without limitation, any strike, (official or not) lock-out or another form of industrial action or labour dispute, governmental regulations, legal restrictions, embargoes, fire, flood, Act of God, any consequence of riot, war, invasion, an act of a foreign enemy, hostilities (whether war be declared or not) civil war, acts of terrorism, rebellion, military or usurped power, confiscation, requisition or destruction of or damage to property by or upon the order of or in the name of any Government or public local authority, or other conditions amounting to force majeure).

27. The provision of clauses 10.1 and 11.1 apply to liability for loss or damage to goods or property and do not apply to liability for death or personal injury.

DISPUTES

28. If You have any complaint in respect of the service provided by PHO, you agree to first contact PHO directly (by phone or email) to resolve this with them within 24 hours of the Agreed Time.

29. If you are subsequently unable to resolve your complaint with PHO, you agree to notify Premium Transfers thereof via the form on the Contact Us page or by email to info@premiumtransfers.vip within 72 hours of the Agreed Time. If You fail to do so, any claim You might otherwise have shall be invalidated.

30. If Premium Transfers is then unable to resolve any claim You may have in respect of the service provided by PHO to the mutual satisfaction of You and PHO, Premium Transfers shall be entitled to submit such claim to the determination of an independent third party selected by Premium Transfers and You agree to be bound by the decision of such third party.

31. Should You have a dispute with the PHO, Premium Transfers is not liable for any claims, demands, and damages (actual and consequential) of any kind and nature arising out of or in any way connected with such disputes.