1. Definitions
"We", "us" and "our" mean Station Cars Crystal Palace, 208 Franciscan Rd, London SW17 8HG. "You" means the person making the booking. "Passenger" means anyone travelling on the booking. "Operator" means the TfL licensed private hire operator that carries out the journey, and "driver" means the licensed private hire driver. "Booking" means a journey request we have accepted, and "fare" means the price agreed for it. Headings are for convenience only and do not affect the meaning of these terms.
2. Who carries out your journey
Every journey is carried out by a TfL licensed private hire operator, driver and vehicle. Private hire vehicles in London must be pre-booked. Drivers cannot accept passengers who approach them in the street.
3. Making a booking
You must be at least 18 years old to make a booking. You must give us accurate and complete details, including the pickup and drop-off addresses, the date and time, the number of passengers, the amount of luggage and any special requirements such as child seats, pets or access needs.
A booking is confirmed when we send you a confirmation by text or email. We may refuse a booking at our discretion. We will try to meet special requests but cannot guarantee them unless they are confirmed in writing.
If we discover an error in a fare or a booking, such as a pricing or typing mistake, we will tell you as soon as we can. You may then accept the corrected booking or cancel it and receive a full refund of anything you have paid.
4. Fares
The fare is fixed when you book and is based on the details you give us. Quoted fares include any VAT that applies. The fare may change only if the journey changes, for example:
- Extra stops, a different destination or a change of route that you ask for
- Waiting time beyond the agreed pickup time
- Extra passengers or luggage that need a larger vehicle
- Child seats or other extras requested on the day
We or the driver will tell you about any change before it affects the price. Tolls, tunnel charges, airport drop-off fees and the Congestion Charge may apply depending on the route. Ask when booking how these are treated in your fare.
Generally only one promotional code can be used per booking. Tipping is entirely optional.
5. Payment
You can pay by card when you book or by cash or card to the driver, as agreed at booking. If a card payment is declined, the booking will not be confirmed until payment is made or another payment method is agreed. Receipts are sent by email.
6. Waiting time
For pickups from addresses, the driver will wait for a short time after the agreed pickup time. Waiting time beyond that may be charged. For airport pickups, we track your flight and set the pickup time to your actual landing time, so flight delays are not charged as waiting time.
If you are not at the pickup point and we cannot reach you, the driver may leave and the booking may be treated as a no-show.
7. Cancellations and refunds
Please cancel by calling us or emailing us with your booking reference.
- Cancellations made more than 25 minutes before the pickup time receive a full refund of any card payment, less any card processing fee
- Cancellations made 25 minutes or less before the pickup time, and no-shows, are not refunded
- Customers who repeatedly cancel late or fail to show on cash bookings may be refused future bookings
If the driver fails to arrive within 15 minutes of the agreed pickup time, or within 30 minutes for airport and other remote pickups, and you choose to cancel, you will receive a full refund including any card fees.
Refunds are made to the card used for payment and usually take around seven working days to appear.
8. Journey times
Journey times given on our website or by our staff are estimates only. Traffic, weather, roadworks and events can cause delays. You are responsible for allowing enough time to catch flights, trains, coaches and appointments. We are not responsible for missed connections caused by matters outside our reasonable control.
9. Luggage and property
You are responsible for your own luggage and belongings. Please tell us how much luggage you have when booking so we can send a suitable vehicle. The driver may refuse luggage that will not fit safely.
We do not carry hazardous goods. Please do not leave valuables such as cash, jewellery or important documents unattended in the vehicle. If you leave something behind, contact us as soon as possible and we will try to arrange its return.
10. Children, pets and special requirements
Child seats are available on request and must be asked for when booking. Pets must be mentioned when booking so a suitable driver can be arranged. Assistance dogs are always carried at no extra charge. A cleaning charge may apply if a vehicle needs specialist cleaning after a journey, and we will discuss this with you first.
11. Passenger behaviour
Passengers must wear seat belts and follow the driver's reasonable instructions. Smoking, vaping and drinking alcohol are not allowed in the vehicle. The driver may refuse to carry, or end a journey for, any passenger who is abusive, violent, under the influence of alcohol or drugs, or whose behaviour puts the driver, the vehicle or other people at risk. In that case, no refund is due.
12. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, or any other liability that cannot be limited by law.
Subject to that, we are not liable for indirect or consequential losses, or for delays or failures caused by events outside our reasonable control, such as severe weather, accidents, road closures, strikes, civil unrest or acts of government. Where we are liable, our total liability for any one booking is limited to £500, unless the law does not allow such a limit.
Messages about your booking sent by text or email are a courtesy, and we cannot guarantee that they will be delivered.
13. Complaints and disputes
If you have a problem with a journey, please contact us as soon as possible, and within 72 hours of the booked pickup time. We will investigate and reply. Most problems can be resolved quickly with a phone call. If we cannot agree, you may use any other route available to you under the law.
14. Your personal information
We use your personal information to manage your booking as set out in our privacy policy. Our website use of cookies is explained in our cookie policy.
15. Changes to these terms
We may update these terms from time to time. The version on this page at the time you make a booking applies to that booking.
16. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
17. Contact
Station Cars Crystal Palace, 208 Franciscan Rd, London SW17 8HG. Telephone 020 8659 9000. Email info@stationcarscrystalpalace.co.uk.
