1. Legal Identity and Licensing

EC Minibus TfL-Licensed Private Hire Operator (PHV Operator Licence No. 00984802).

All London private hire bookings are accepted by the licensed Operator under the Private Hire Vehicles (London) Act 1998.

2. Scope of Service

London PHV Bookings

For bookings within TfL jurisdiction, the transport contract is between the Customer and the TfL-Licensed Operator.

The Operator accepts and is responsible for these bookings. Drivers operate under a contract for services with the Operator.

Non-London Agency Bookings

For bookings outside TfL jurisdiction, EC Minibus acts as a disclosed booking agent for a Fulfilment Partner.

In these cases, the transport contract is between the Customer and the Fulfilment Partner. EC Minibus remains responsible for arranging the booking and providing customer support.

3. Booking Confirmation

A booking is only confirmed when a confirmation email has been issued.

Customers must check all booking details carefully and inform the Operator immediately if anything is incorrect.

The Operator reserves the right to refuse any booking that is not considered genuine.

4. Prices and Charges

All prices shown to the Customer are VAT-inclusive unless stated otherwise.

Where EC Minibus acts as an agent for non-London bookings, VAT applies only to the agency fee. However, the final price shown to the Customer remains VAT-inclusive for transparency.

The fare quoted at the time of booking is a fixed fare based on the journey details provided by the Customer. It will only change if the Customer requests or causes additional services or costs, including:

• extra stops
• route changes
• additional waiting time
• oversized or excess luggage requiring a larger vehicle
• parking fees
• tolls and congestion charges
• out-of-area pickups calculated from W1 London

A full price list is available upon request and may also be viewed online.

Where reasonably practicable, the Operator will notify the Customer before applying any additional charges.

5. Routes

Fares are based on the route chosen by the Operator.

Customer-requested route changes may incur additional charges.

6. Waiting Time, Meet and Greet and No-Show Policy

General Pick-ups

• 15 minutes free waiting time
• After that: £10 for every 10 minutes (£1 per minute)

Airport Meet and Greet

• The driver enters the terminal 30 minutes after the flight lands
• 90 minutes free waiting time
• After 90 minutes: £10 per 10 minutes
• Airport parking charges also apply

Train Stations and Cruise Terminals

• 30 minutes free waiting time
• After 30 minutes: £10 per 10 minutes
• Parking charges also apply

No-Show Policy

If the passenger does not arrive and there is no contact, the booking will be treated as a no-show.

• Prepaid bookings: no refund
• Cash bookings secured by card: full fare charged

Cancelled Flights, Trains or Ships

The Customer must inform the Operator immediately. Failure to do so may result in no-show charges.

Delayed Flights

A delayed flight does not automatically restart the 90-minute free waiting time unless agreed by the Operator.

7. Luggage, Size Restrictions and Capacity Rules

Luggage Responsibility

Passengers are responsible for loading and unloading their own luggage.

The Operator accepts no liability for luggage damage or lost items.

Items left in vehicles are held for 28 days.

Luggage Size Requirements

The Customer must ensure that luggage fits safely in the booked vehicle. Oversized items include:

• bicycle boxes
• ski equipment
• large musical instruments
• industrial equipment

Vehicle Capacity Rules

• no standing passengers
• no sitting on laps
• exits and aisles must remain clear
• exceeding capacity requires an additional vehicle

Prohibited Items

• hazardous chemicals
• flammable materials
• fuel containers
• large batteries
• weapons or replicas
• controlled substances

8. Delays and Events Beyond Control

The Operator accepts no liability for delays caused by traffic, weather, breakdowns, industrial action or events outside its control.

9. Child Travel

Children under 14 must be declared at the time of booking.

The Operator accepts no additional responsibility for unaccompanied minors.

Child seats are available on request, subject to availability.

10. Payments

Cash, debit cards and credit cards are accepted.

Card payments may incur a 4% to 8% fee.

Cash bookings must be secured by card.

No-shows are fully chargeable.

Where the Customer chooses a 50% deposit at checkout, the remaining balance will be charged automatically to the same card three days before the travel date.

If that automatic payment fails, the remaining balance must be paid in cash on the day of the service.

11. Cancellations and Refunds

Standard Vehicles

• 48 hours or more before pickup: free cancellation
• within 24 hours: 50% charge
• 12 hours or less: 100% charge

Minibuses and Coaches

• 14 days or more before pickup: full refund
• within 10 days: 50% refund
• 7 days or fewer: no refund

12. Conduct and Damage

• no smoking or alcohol permitted
• the driver may refuse travel to unsafe or abusive passengers
• damage caused by passengers is fully chargeable

13. Special Date Surcharges

A 50% surcharge applies on:

• 24 December
• 25 December
• 26 December
• 31 December
• 1 January

14. Pets

Pets must be declared in advance and transported in secure carriers. Guide dogs are always permitted.

15. Fulfilment Partners

Agency Bookings Outside London

• EC Minibus acts as a disclosed booking agent
• Fulfilment Partners are responsible for vehicle and service delivery
• The Operator verifies licensing and insurance
• Customer service remains with EC Minibus

London Operator-to-Operator Subcontracting (Receiving Work)

Where EC Minibus performs a booking subcontracted by another TfL operator, the customer contract remains with the original operator.

EC Minibus only provides the transport service. These Terms apply only to the operator-to-operator relationship.

London Operator-to-Operator Subcontracting (Sending Work)

Where EC Minibus subcontracts a job to another TfL operator, the Customer’s contract remains with EC Minibus.

EC Minibus remains responsible for accepting the booking, customer service and ensuring the subcontracted operator is licensed and insured.

Subcontractor Liability Protection

EC Minibus is not liable for delays or failures caused by a subcontracted operator, provided reasonable steps were taken to appoint a licensed provider.

16. Additional Charges

• out-of-area fees calculated from W1 London
• parking fees and tolls
• parking fines caused by customer instructions
• larger vehicles required due to luggage requirements
• £25 driver meal allowance for journeys over 10 hours

17. Complaints

London PHV complaints should be directed to the Operator.

Agency booking issues may be forwarded to the relevant Fulfilment Partner.

18. Data Protection

We do not store payment card details.

Customer data is never shared with third parties.

19. Website Disclaimer

Google Maps journey times and estimates are approximate only and are not guaranteed.

20. Additional Legal Protections

Payment Authorisation

By booking, the Customer authorises charges for waiting time, parking, tolls, extra stops, cleaning fees, damage and no-shows where applicable.

Fare Variation

Fares may vary based on changes requested by the Customer.

Customer Information Responsibility

The Customer must provide accurate flight, address, luggage and passenger information.

Non-Refundable Deposits

Deposits or part payments are non-refundable unless stated otherwise.

Chargeback Liability

The Operator may recover chargeback losses, including administrative costs.

Cleaning Fees

Up to £250 may be charged for vehicle soiling.

Use of Digital Evidence

GPS logs, photos, CCTV, dashcam footage and communication records may be used in disputes.

21. Attraction Tickets and Sightseeing Services

Attraction Tickets

Where attraction tickets are offered as part of a transportation service, EC Minibus may purchase tickets on behalf of the Customer.

If attraction tickets are purchased together with a transportation service, the driver may provide the tickets to the Customer on the day of travel or the tickets may be issued electronically before travel.

If attraction tickets are purchased without transportation services, tickets will normally be sent by email within 24 hours of the booking being confirmed.

Ticket Terms and Conditions

All attraction tickets are subject to the attraction operator’s own terms and conditions, entry rules, opening times, and admission policies.

Where EC Minibus purchases attraction tickets on behalf of the Customer, the attraction operator’s ticket terms and conditions override EC Minibus cancellation and refund policies for those tickets.

All attraction tickets are strictly non-refundable once purchased and confirmed.

EC Minibus accepts no responsibility for:

• missed admissions caused by late arrival
• customer no-shows
• incorrect information provided by the Customer
• changes to attraction opening times
• attraction closures or restricted access
• refusal of entry by the attraction operator
• changes made directly by the attraction operator

If a transportation booking is cancelled after attraction tickets have already been purchased, the transportation service may still qualify for cancellation or refund terms where applicable, however attraction tickets remain non-refundable.

Sightseeing and Extended Stop Services

For sightseeing transfers or extended stop services, the waiting time included in the booking confirmation applies only to the agreed stop duration.

Additional waiting time beyond the included allowance may incur extra charges.

The Customer remains responsible for returning to the vehicle at the agreed departure time.

The Operator reserves the right to amend routes, stop durations, or departure times where reasonably necessary due to traffic conditions, operational requirements, attraction delays, or port and airport scheduling requirements.