Trust Transfers
Terms & Conditions
By making a booking with Trust Transfers the customer agrees to the following Terms and Conditions:
1. General
1.1. TRUST TRANSFERS is the trading name of AIRPORT TRANSFER FOR LONDON LTD registered in England and Wales with company number 14354650 and registered office address at Oxgate House, Oxgate Lane, NW2 7FQ London, Operator Licence Number: 010572
1.2. The services offered by Trust Transfers are subject to these Terms & Conditions. Any type of reservation with us, that can be made by phone, chat, email or online by accessing our website, is subject to your acceptance of these Terms & Conditions. We recommend that you read them carefully before making any booking with us.
1.3. Trust Transfers cannot be held responsible for any delays caused by traffic congestion, weather conditions, road works or incidents on roads or vehicle mechanical failure.
1.4. Trust Transfers reserves the right (and delegates the right to its drivers and/or its suppliers) to refuse to carry any person believed to be under the influence of alcohol or drugs and/or whose behavior is deemed to pose a threat to the driver, vehicle or passengers.
1.5. Customers will be held responsible for any damage to vehicles, fittings or equipments due to the negligence, misconduct or any disregard of the customer or the passengers carried.
1.6. If clarification or additional information is required, please contact us through any available channel.
2. Booking
2.1. The customer or the person who made the booking must check all of the information that is provided to us with at the time of booking to ensure it is correct, including the name, date, pick-up time and address information.
2.2. The customer must verify the name, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Trust Transfers cannot be held responsible for any wrong information provided which may cause the booking to be cancelled or errors in the pickup time, date, or address.
3. Booking Cancellation
3.1. Trust Transfer allows customers to cancel their bookings free of charge with 24 hours before your booked transfer pick up time.
3.2. If the customers cancel their bookings less than 24 hours before the pick-up time, the full fare will be charged.
4. Luggage
4.1. The customer must accurately check the number of luggages (number and size) and correctly choose the size of the car.
4.2. The customer must order a suitable car size for the number of passengers and luggages. We cannot guarantee to carry excessive amounts of luggage.
4.3. The customer must ensure that the handling of luggage when loading and unloading it from the car is done in optimal conditions by the drivers or by themselves. Trust Transfer is not responsible for any damage caused to their luggage or belongings during the journey.
5. Payment
5.1. Cash Payments. When the customer chooses to pay in cash, this will only be possible after 25% of the total payment has been made by card payment. With this option, Trust Transfers will avoid falsely intended reservations and will be able to offer a quality service and mutual trust.
5.2. Card Payment. If the customer chooses to pay by credit or debit card, the total payment amount it will be processed immediately.
5.2. Extra waiting time payments (section 8) it will be added to the total cost of the reservation at the end of the trip. Payment can be made directly to the driver in cash or by card over the phone.
5.3. Fees. Please note that credit/debit card processing fees (1.4% – 2.9%) charged by our payment processing partner Stripe.com, are non-refundable when you cancel your reservation.
5.4. Data Protection. Stripe encrypts all customers’ credit card numbers and stores decryption information separately, which means Stripe can’t see credit card numbers without taking extra steps. Also, Stripe mandates that all online transactions take place over the more secure HTTPS network.
6. Airport Pick up.
6.1. Trust Transfers tracks all flights and we will not charge you any extra fees if your flight arrives early or is delayed. For Meet & Greet, in case the flight arrives earlier or is delayed, please refer to: (section 7.1. and 7.2.)
6.2. For incoming flights we allows customers 60 mins free waiting time, after flight lands, then waiting charges will apply as follow: (please refer to the section 8)
7. Meet & Greet
7.1. At the airports, the driver will wait for the customer in the predetermined arrivals area 30 minutes after landing time, with the passenger’s name written on a name board. The driver will always try to contact the customer via Whatsapp. In case the customer cannot contact the driver, please call the office or send us an email and a member of our team will be happy to help you.
7.2. For airport pick-up, the driver will wait up to 90 minutes after the flight lands. If after 90 minutes the customer could not be contacted or did not respond, this will result in a customer no-show and a refund will no longer be possible. For additional waiting time and fees, please refer to the section 8.
7.3. For train station pick-up, the driver will wait up to 30 min after the booking time. If after 30 minutes the customer could not be contacted or did not respond, this will result in customer no-show and a refund will no longer be possible. For additional waiting time and fees, please refer to the section 8.
7.4. For all other pick-up, the driver will wait up to 30 min after the booking time. If after 30 minutes the customer could not be contacted or did not respond, this will result in customer no-show and a refund will no longer be possible. For additional waiting time and fees, please refer to the section 8.
8. Extra waiting time fees.
When it is the case, it will be added to the total cost of the reservation at the end of the trip. Payment can be made directly to the driver in cash or by card over the phone.
Airport pick-up. – 60 minutes free and after £10.00 for every 15 minutes extra waiting time.
Train Stations pick-up – 15 minutes free and after £7.50 for every 15 minutes extra waiting time.
All other pick-up. – 15 minutes free and after £7.50 for every 15 minutes extra waiting time.
9. Extra options
9.1. Bouquet of Flowers standard. This bouquet of flowers (show on the booking section) is for presentation purposes, the flowers and their color may be different according to the season. The bouquet of flowers will be bought on the same day when the reservation will take place, the driver will wait and give the bouquet of flowers to the passenger, when the meeting will take place.
9.2. Bouquet of Flowers premium. This bouquet of flowers (show on the booking section) is for presentation purposes, the flowers and their color may be different according to the season. The bouquet of flowers will be bought on the same day when the reservation will take place, the driver will wait and give the bouquet of flowers to the passenger, when the meeting will take place.
10. Lost Property
10.1. Trust Transfers is not responsible for the loss of customers personal items. Customers must make sure when they leave the car that they have not left behind any personal items.
10.2. If the customer has left an object in the car, they must inform us immediately with the booking number or any other details that may be useful to identify the car and the driver. If an object is found, the customer will be contacted and the return of the lost object will be established by mutual agreement.
10.3. If an object was found in the car and the customer is not identified, the found object will be kept safely at the office for a maximum period of 12 months from the date of its finding.