TERMS AND CONDITIONS
CONSUMER STANDARD TERMS OF SERVICE
We are Airport Connections Limited, a company registered in England and Wales (registration number: 06236784). Our registered address is at 19 KingsPark Business, Centre 152-178 Kingston Road, New Malden, Surrey, KT3 3ST ("Airport Connections," "JUST MINICAB", "we," "our", or "us"). We provide Passenger Services either via licensed Private Hire Drivers or Licensed Affiliated Operator Partner(s) as set out in these Terms (collectively the "Services"). When you book one or more Services, consumer standard terms along with all annexes, appendices, prices, and all relevant pages mentioned and all documents referred to herein apply to your and the passenger's use of the Services (the "Terms"). We update and amend these Terms every so often. Before booking, please check these Terms by visiting the link below (www.justminicab.com/pages/terms-and-conditions). Using our service will apply the latest set of Terms to your Booking(s).
Once we receive your journey request, we may share your journey details with our service partners, and upon finding a suitable service provider, You will receive a 'Journey Acknowledgement' email / SMS (whichever communication mode is available) for the journey(s) you have booked. You (the customer/passenger) are responsible for checking that the details provided to us are correct.
1 You (customer/passenger) will receive 'Journey Details' email/SMS when the journey(s) are confirmed by Airport Connections Ltd or its affiliated operator partner(s). This will contain pick-up instructions and the assigned partner's contact details once the journey is confirmed and is assigned to the driver. Airport Connections Ltd or its affiliated operator partner(s) always confirm the journey upon the details provided by you and reserve the right not to refund you if the given information is incomplete/incorrect.
Airport Connections Ltd or its affiliated operator partner(s) do not accept any responsibility for missed flights for any reason, i.e., road closures, traffic delays due to accidents, breakdowns, adverse weather conditions, or any unforeseen situations or circumstances.
We advise our passengers to plan to arrive at the airport 5 hours before flight departure to allow for possible unpredicted delays in route to or from the airport. Airport Connections Ltd or its affiliated operator partner(s) will not take responsibility for any passengers missing their onward plans, e.g., flight, train, meeting, etc.
If willing, all passengers are advised to have adequate travel insurance before booking.
Any delay due to unforeseen circumstances, and as a result of this, the driver takes extra time to reach the agreed pick-up location. Airport Connections Ltd. Or its affiliated partner(s) do not take any responsibility for any costs to be refunded to any passenger(s) who do not wait for their driver but instead take alternative transportation.
Airport Connections Ltd. or its affiliated operator partner(s) do not accept any responsibility in any way or form if the passenger/ luggage requirements exceed the passenger or luggage capacity of the vehicle booked. If you are unsure about the luggage capacity of the vehicle booked, please contact Airport Connections Ltd. or its affiliated operator partner/s' customer services team immediately.
For passengers' safety, Private Hire Licensing regulations require that all luggage is securely fastened in the boot of a private hire vehicle, we request our passengers take this into account when choosing a vehicle.
Airport Connections Ltd or its affiliated operator partner(s) reserve the right to refuse carriage of animals (not agreed at the point of booking) other than guide dogs. If accepted, all pets must be secured in a suitable transport box/crate. Airport Connections Ltd or its affiliated operator partner/s accepts no liability of costs/expenses incurred from failure to abide by these terms.
When travelling with one of our drivers or affiliated partners, your journey route is down to the driver's discretion, You can request alternate routes however your request will be assessed by the driver and if agreed your fare might change due to the change of route (if as per your request).
For International travellers: Please ensure you give us your arrival information, times and dates according to the UK local time and not your travel local time.
In the event of Sickness/vomiting/spillage/littering while onboard, by you or your fellow passenger(s), regardless of age, a fixed amount of £120.00 will be charged.
We normally track flights (if the correct flight number is provided at the time of booking) however If your flight has any delays, change of airport/flight details or terminal, please inform us as soon as possible as these may incur extra cost.
Airport Connections or its affiliated operator partner(s) reserve the right to provide an appropriate vehicle type(s) from the original selected if your chosen vehicle (s) is unavailable.
All reservations made in advance are subject to cancellation due to unforeseen circumstances, e.g. weather or traffic-related issues.
Policy of USE:
a) our Privacy Policy, Fee Policy and its related conditions and standards as determined by us from time to time;
b) the terms of the Apple Pay, Google Play and/or similar other third-party mobile application and/or software application stores from which you may download the App; and
c) any other terms, policies and/or changes in Legislation as may be applicable from time to time including those notified to you by us, any government and/or local authority.
1.6. When you first register with us by downloading, installing and using the 'JUST MINICAB' App, or getting access from our website or our any affiliated operator partner's website, you are required to acknowledge and accept the terms and conditions as set out in these Terms and in doing so, you agree to adhere to your obligations arising under these Terms whenever accessing Airport Connections Ltd/ Just MiniCab or its affiliated operator partner and whenever using the services.
In accepting these Terms, you agree to enter into a legally binding contract with us.
1.7. A copy of these Terms is located on our website and within the App.
1.8. Should you need to contact us, you may do so by emailing us at justminicab@gmail.com.
1.9. If we have to contact you, we will do so by telephone, email or in writing, using the details which you provide to us when opening your Account.
1.10. When we use the words "writing" or "written" in these terms, this includes emails, SMS, in-app notifications and communications made through our App.
1.12. Unless the context otherwise requires, words in the singular shall include the plural and vice versa.
Intellectual property
You must not do any of the following:
a) use our platform in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App or any operating system;
b) infringe our intellectual property rights or those of any third party in relation to your use of our Platform;
c) transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of our Platform;
d) use our Platform in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
e) collect or harvest any information or data from our Platform or any of our systems or attempt to decipher any transmissions to or from the servers running the Just Minicab / affiliated partner's Services.
Payments:
All card payments are processed securely by industry-leading payment gateways and as an ISO27001-certified company, we are compliant with GDPR policies. Airport Connections Ltd or its affiliated operator partner/s do not process or store payment card details (card numbers or security code, except for selected metadata returned to us by our payment processor e.g. (card type, expiry date, etc). These services use cutting-edge 3DS v2 security checks.
During the payment process, you can 'save' your card for easier future use. This optional facility is offered by payment gateways (third parties), who will retain your card details securely on behalf of Airport Connections Ltd or its affiliated operator partner/s, typically until the card expires. Airport Connections Ltd may instruct those third parties (payment gateway) to delete your saved card details before the card expiry if your account with us is deemed to be inactive. You will still need to provide some security details when using a saved card. You may delete saved cards at any time from your online portal.
Customer-initiated transactions performed on our website are initialised with the ability to be 'repeated', subject to relevant security checks. This could be for a different amount than the original payment. For example, if you were to request an 'Executive Car' service added to your journey after your booking is placed, with your permission we may charge your card for the additional fee for this service from the original payment method without asking to re-take card details. You can always choose an alternate payment option. You can get Full or partial refunds to the original payment method to cover fare reductions or cancellations; however please note that admin fees may apply for cancellations, depending on the circumstances (see 'Cancellations' in the 'Policies' section).
Notices
No Show(s)
If you do not meet the driver and the journey does not start within 6-7 minutes after the arrival of the driver at your pickup location, your booking can be cancelled and you will be charged (minimum £7.00 for ASAP bookings or up to 100% if the journey is booked in advanced). If the booking request is made via the web or app, it's your responsibility to track the driver's location and set the correct pick-up location. If the journey is booked through phone or email, it is also your responsibility to provide correct and accessible contact information. If you misuse the services of Airport Connections Ltd. or its affiliated partner(s), they may share your details and block you from their platforms until you clear your previous balance and pay them in advance or top up your wallet balance.
Airport Connections Ltd. or its affiliated partner(s), reserve the right to refuse any passenger/s having excess luggage which would result in the vehicle being unsafe whilst moving. This can also cause a delay in organising the appropriate vehicle and an extra charge according to the vehicle.
For Airport pick-ups (regardless of ASAP or Advanced Reservations), if no successful contact is established within 60 minutes of the flight landing time, we may cancel the booking without issuing any refund.
Waiting Time:
For ASAP journeys; On arrival, at your requested pick-up point, the driver will wait for up to 6 minutes and expects you to meet him/her so the journey can be started, thereafter, a charge of 50p-£1.00 per minute will be applied (as per the vehicle). During the journey, on each stopover, a waiting time charge will be applied after the first 2 free minutes. Charges are applied at the rate of 0.50p – £1.00 per minute depending on the vehicle category.
For Advanced Bookings or Reservations; On arrival at your requested pick-up point, the driver will wait for up to 9 minutes and expects you to meet him/her so the journey can be started.
During the journey, on stopovers, a wait time charge will be applied after 2 free minutes.
Charges are applied at the rate of 0.50p – £1.00 per minute depending on the vehicle category.
For ASAP airport/ airport pick up(s), 6 free minutes as waiting time will be granted and wait time charges will be applied at the rate of 0.50p – £1.0 per minute depending on vehicle category. The driver is also authorised to ask you for additional car park charges, airport charges or toll charges if applied.
For Pre-Booked or Reservations from airport/ airport pick up(s), as standard, Airport Connections Ltd. or its affiliated operator partner(s) allow all passengers up to 1 hour of free waiting time from the flight landing to meet/ with their driver and start the journey. After this, waiting time will be charged, regardless of any reason, at the rate of 0.50p – £1.00 per minute. We advise our domestic travellers to expect driver meetup within 20-30 minutes after the flight landing and 45-60 minutes for international travellers unless advised.
Airport Connections Ltd. or its affiliated operator partner(s) will honour requests for a "deferred" collection time, e.g. [30] minutes after flight landing. However, customers requesting this are not entitled to any additional waiting time beyond the requested period (regardless of the flight landing time). No discounts will be offered if the passenger(s) was ready earlier than planned and had to wait until the scheduled collection time for the driver/s to arrive.
Airport Connections Ltd. or its affiliated operator partner(s) will assume you wish for a 'standard' collection unless advised of special arrangements at the time of booking.
Drivers are authorised to request any additional car park charges, airport charges or toll charges if applied.
Tolls
The majority of Toll charges are included in the instant online quotes, but if for any reason, for example, traffic block and diversions, the driver has to drive as per passenger's instructions, etc., additional charges will be applied too, and the driver may request you to pay directly to him.
Amendments
Any amendment must be made via your account by logging in to the customer web portal, app, email or by telephone to us (Airport Connections Ltd. or its affiliated partner(s). you will receive an email/SMS confirming the amendments. Please do not make amendments to your driver. Please note the fare amount may vary from the original quotation, and you agree to pay; otherwise, you have a right to cancel the request. All modifications made to the booking before or during the journey are on the description of Airport Connections Ltd. / affiliated partner(s).
Re-Booking
All bookings must be made via your account by logging on to the customer web portal, app, or through the telephone, mobile app or e-mail to Airport Connections Ltd or its affiliated partner(s). By following the process, confirmations are sent out, and the journey is ensured.
Cancellations
Cancellation by Customer
There is no fee if cancellation takes place within 3 minutes of the booking. For the Asap nature of the journey, a cancellation fee of £7.00 will be applied afterwards. Once the driver arrives 100%, the fare will be charged.
For Pre-booked reservations, Airport Connections or its affiliated operator partner/s will accept any cancellation subject to our cancellation policy as long as 24 hours notice is provided. There will be £7.00 or 10% of the booking amount will be applied (whichever is higher) as an administration/transaction charge per journey. All cancellations must be made via the customer web portal, app or through the telephone, mobile app or e-mail to Airport Connections Ltd. or its affiliated partner(s). If you do not receive written confirmation of cancellation from Airport Connections Ltd. or its affiliated operator partner/s confirming the cancellation, then we may not have received it. In such case, please call our out-of-hours number, which is 020 8145 4555.
We will not be able to issue Refunds in the following circumstances:
- No refund if the passenger does not show up for pre-booked journeys.
- Cancellation of a booking with less than 24 hours notice or afterwards.
- All other situations where a refund may be possible should be addressed directly with Airport Connections Ltd's customer services.
Cancellation by Driver(s)
A driver may Cancel your request with or without any reason.
Cancellation by Airport Connections or its affiliates
Adverse weather conditions, road incidents to or from your location(s) or any other unforeseen circumstances may lead to the cancellation of your booking.
Complaints
Any service complaints should be raised in writing with our office, preferably by replying to your confirmation email. All complaints must be submitted within 24 – 48 hours of the event giving rise to the complaint. You can email us at justminicab@gmail.com.
Accidents/Damage/Stolen Policy
Airport Connections Ltd. or its affiliated operator partner(s) would not accept any responsibility in any way/form if the passenger/luggage had to face any damage/accident. In such a scenario, please check with the driver for the private hire insurance policy details. The same rule applies to the Stolen situation.
It is highly advised, in response to any such unpleasant circumstances, passengers should arrange trip insurance for them according to their needs.
Lost Property Policy
If you or any Passenger leaves any property in a Vehicle, we will not be responsible for such property. Where a Driver finds such a property, we will use reasonable efforts to store the property for 28 days, and you can contact us by sending an email to airportsconnectins@gmail.com with your booking number or journey information to have the property returned, for which a charge may apply. After 28 days, we may return, donate, sell, destroy or otherwise dispose of the property and we shall not be accountable to you for it.
Passenger Conduct
During the provision of any Passenger Services, you and all your Passengers must:
not smoke, including electronic cigarettes;
not play any musical instrument or broadcast any recorded music;
not consume alcohol nor be intoxicated;
wear a seatbelt at all times whilst in the vehicle;
not engage in excessive physical contact;
not behave in a disorderly, inappropriate, threatening or abusive manner, or be a nuisance, distraction or a danger to the Driver or other road users;
unload and load your luggage (including any bicycle or pet). Drivers may assist at their discretion and your sole risk;
You must ensure not to damage the vehicle inside or outside, particularly while loading or unloading items or opening doors. In adverse scenarios, you will be responsible for all repairs and any damage cost;
not film or record inside the vehicle at any time.
If you and any of your Passengers do not comply with the above conditions, the Driver may refuse to commence or continue your Booking, and you shall be charged a Cancellation Fee.
Airport Connections Ltd or its affiliated operator partner(s) may, at their discretion, assist you or your Passengers needing assistance to enter or exit the vehicle, but shall do so at your sole risk.
Please note that some calls may be recorded for quality and training purposes.
Updated on 3rd January 2023
@ 2024 JUST MINICAB
