Terms And Conditions
Customer Booking Terms and Conditions
These Terms and Conditions govern the provision of pre-booked private hire vehicle journeys and related
services (the “Service”) by Alextrend Limited trading as Elite Car Service (“we”, “us” or “our”) to the person
or organisation making the booking (“you” or “your”). Together with the confirmed quotation and booking
particulars, they form the agreement between us.
You may request a booking by telephone on 020 8944 7000, by email at bookings@elitecarservice.com, or
through www.elitecarservice.com. A booking is accepted when we confirm it. Please read these Terms and
Conditions before confirming your booking.
1. Definitions
1.1 “Alextrend Ltd” means Alextrend Limited trading as Elite Car Service, registered in England and Wales
under company number 03082643, with its registered office at 15 Station Buildings, 5–9 Coombe Lane,
London SW20 8NE. Transport for London (TfL) private hire operator licence number: 0504/06/01.
1.2 “Booking” means a journey request accepted and confirmed by us. “Passenger” means any person
travelling under the Booking. “Fare” means the price agreed for the Booking, together with any properly
disclosed additional charges.
2. Booking
2.1 You must allow sufficient time for your journey, including airport check-in requirements and
reasonably foreseeable traffic conditions. We are not responsible for delays caused solely by inadequate time
allowed by you or by passengers not being ready at the agreed collection time, provided we have exercised
reasonable care and skill in delivering the Service.
2.2 You must provide accurate information about passenger numbers, luggage and any special requirements
and select a vehicle of appropriate size. We cannot guarantee carriage of luggage exceeding the vehicle’s safe
or legal capacity.
2.3 If a child seat is required, please tell us when booking. Parents or guardians should, where practicable,
provide and fit a suitable seat. Where no suitable seat is available, children may travel only in accordance
with the legal rules applicable to taxis and private hire vehicles.
3. Prices & Payment
3.1 We will provide a quotation using the details supplied by you. If there is a material change to the
itinerary, passenger numbers, vehicle type or other booking requirements, we may provide a revised
quotation, which will be explained and agreed before any additional charge applies.
3.2 Unless your quotation states otherwise, airport collection quotations include a 45-minute waiting period
after the advertised flight landing time and the car-parking cost specified in the quotation. Additional
waiting time will be charged at our disclosed standard rates. We will make reasonable efforts to monitor
flight information but cannot guarantee that all flight changes will be identified.
3.3 Once the quotation is accepted, we will normally send booking confirmation by email or text message.
Please check the details promptly and notify us of any errors. We are not responsible for loss or delay arising
solely from incorrect details supplied by you, to the extent permitted by law.
3.4 Payment may be made by credit card, debit card or cash, subject to the payment options confirmed for
your Booking. We will not impose a surcharge prohibited by law for payment using a consumer debit or
credit card.
4. The Service
4.1 You are responsible for ensuring that passengers behave appropriately throughout the journey. Where a
passenger soils the vehicle, we may charge the reasonable and evidenced cleaning cost, up to a maximum of
£100, taking account of the circumstances.
4.2 Eating, drinking and smoking are not permitted in our vehicles. Smoking is prohibited in accordance
with applicable law.
4.3 Children must be carried safely in accordance with legal age, seat-belt and child-restraint requirements.
Any child seat supplied by a parent or guardian should be suitable, correctly installed and removed after the
journey unless its retention for a return journey has been agreed.
4.4 We will not carry more passengers than are permitted by the vehicle’s licence, insurance or applicable
law.
5. Cancellations
5.1 You may cancel a Booking by giving us notice.
5.2 To cancel, please contact us as soon as possible by email at bookings@elitecarservice.com or telephone
020 8944 7000. Please provide the Booking reference and agreed pick-up time so we can identify and
confirm the cancellation.
5.3 Where cancellation is received at least 60 minutes before the agreed pick-up time, any prepaid Fare will
be refunded in full. Where cancellation is received less than 60 minutes before the agreed pick-up time, a
reasonable cancellation charge may apply, reflecting the costs and losses directly arising from the late
cancellation and not exceeding the agreed Fare. Any balance of a prepayment will be refunded. Nothing in
this clause affects statutory rights where we fail to provide the Service as agreed.
5.4 Where a refund is due for a prepaid Booking or an agreed complaint outcome, we will normally return it
to the original payment method within 10 business days (Monday to Friday, excluding bank holidays),
subject to any processing times imposed by the payment provider.
5.5 Please notify us immediately if your travel plans change, so that we may, where practicable, avoid
unnecessary cost and disruption.
6. Liability
6.1 We will exercise reasonable care and skill in providing the Service and use reasonable endeavours to
reach the destination at the agreed time. We are not responsible for delays caused by circumstances outside
our reasonable control where we have met our legal duties. Any exclusion of liability for indirect loss, lost
profit or business interruption applies only to the extent permitted by law and does not limit your statutory
rights.
6.2 Passengers are responsible for safeguarding their personal belongings and checking the vehicle before
leaving. We will exercise reasonable care in handling luggage placed in our care and do not exclude liability
arising from our negligence or other legal obligations.
6.3 We may cancel or suspend a Service where performance is prevented by circumstances beyond our
reasonable control, including a national emergency, civil unrest, war, serious fuel shortages, severe weather
or a terrorist incident. Where a journey is not provided, we will refund the amount paid for the unprovided
Service, subject to any lawful and clearly agreed charges. If a vehicle breaks down during a journey, we will
make reasonable efforts to arrange a suitable alternative as soon as practicable.
6.4 You may be responsible for reasonable direct losses, costs or damage caused by your or your passengers’
negligent, unlawful or wilful conduct, except to the extent caused or contributed to by us. Any amount
claimed must be reasonable and supportable.
6.5 Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence,
fraud, fraudulent misrepresentation or any liability or consumer right that cannot lawfully be excluded or
restricted.
7. Termination
We may refuse to begin or may terminate a journey where a passenger’s conduct creates a genuine risk of
violence, abuse or damage to the driver, vehicle or other persons. If necessary, passengers may be asked to
leave at a safe and lawful location. We may charge a reasonable amount for services already provided and
losses directly resulting from the conduct in question, subject to your statutory rights. Any refund due for
the unused part of the Service will be assessed fairly in the circumstances.
8. Miscellaneous
8.1 In accordance with regulation 9(14) of the Private Hire Vehicles (London) (Operators’ Licences)
Regulations 2000, Alextrend Limited trading as Elite Car Service contracts as principal with the person
making the Booking for the provision of the journey.
8.2 We may amend these Terms and Conditions by publishing an updated version. Amendments will apply
to future Bookings and will not change the terms of a confirmed Booking without your agreement, except
where required by law.
8.3 We process personal information in accordance with the UK General Data Protection Regulation (UK
GDPR), the Data Protection Act 2018 and our Privacy Policy, available at www.elitecarservice.com/privacypolicy.
8.4 These Terms, the confirmed quotation and any agreed booking-specific conditions constitute the
agreement relating to the Booking. Where a quotation expressly specifies an itinerary, Fare or additional
charge, the agreed booking-specific details take precedence in relation to those matters. No provision
overrides a right that cannot lawfully be excluded.
8.5 Unless expressly agreed in writing or otherwise required by law, a person who is not a party to the
agreement has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
9. Governing Law and Disputes
These Terms and Conditions are governed by the law of England and Wales. The courts of England and
Wales will have jurisdiction over disputes arising from the agreement, subject to any mandatory rights
available to consumers under applicable law. Please contact us promptly at bookings@elitecarservice.com or
020 8944 7000 if you wish to raise a complaint so we have an opportunity to investigate and respond.
Policy reviewed and updated: 20th October 2026