Passenger Terms & Conditions

Eyecon Airport Transfers Limited is registered in England and Wales under company number 15142192. Our registered address is Suite 500, AW House, 6 - 8 Stuart Street, Luton, England, LU1 2SJ. Our Business address is Suite 9B, Aero House, 611 Sipson Road, Sipson, West Drayton, UB7 0JD. (“Eyecon Airport Transfers”, “we”, “our” or “us”).

We specialise in private hire bookings, keeping in mind to be reasonable and fair to our customers. We accept passengers, luggage and personal items only upon the conditions set out below.

Eyecon Airport Transfers reserve the right to amend these Terms and Conditions anytime for quality testing and development. Any changes made will be promptly posted under our Terms and Conditions section on our website. When you book with us for our services, these Terms & Conditions apply to your use of the Services (the “Terms”). In any instance where any of these conditions are incompatible, this will result in the contract being ridden.

1. Bookings and Contractual Relations

Bookings must be made in advance through the licensed private hire operator via the website, online chat, telephone or email, not directly with the driver.
It is ‘Us’ the operator’s liability and responsibility for anything that may occur during the journey which we have accepted.
The license operator shall enter into a contractual obligation with the customer making the private hire booking to provide the journey which is the subject of the booking.
A booking will only be deemed to be accepted when we issue a written confirmation of the reservation via an email or text message which includes the date and time of when the service is to be provided.
Client will receive a Reservation email for the journey they have booked. It is their responsibility to check that all the details mentioned on it are correct.
We would highly recommend booking at least 12 hours prior to the pickup.
Clients must behave respectfully and avoid any actions that could distract the driver or cause harm.
Smoking, consuming alcohol, or taking illegal substances is strictly prohibited inside the vehicle.
Any amendments to the journey must be made via email or telephone. Nothing will be entertained if amendments are made to the driver. Client should send the amendments to the operator and once confirmed the company will send the confirmation of amendments via email.
Eyecon Airport Transfers will ensure all drivers maintain correct vehicle insurance, regulatory and all other obligations required by law for the safety of the drivers and clients.

2. Waiting Time

We provide an additional 30 minutes of free waiting time after the scheduled pickup time once a flight has landed. (Free waiting time is only applicable on pickups from the airport.) After this, waiting charge will be applicable which is £10 per 30 minutes.
In addition, if a client is ready before the scheduled pickup time we cannot guarantee an early pickup, your pickup will be according to your scheduled pickup time that you have already chosen while making the reservation. However, we will try to pick you up as early as possible if your assigned driver is available.
No responsibilities for costs are to be refunded to any client who do not wait for their driver and take an alternative transport.

3. Payment

Clients will be informed of the price of the reservation at the time of booking and must select the method of payment from one of the following; (i) Online Card Payment, or (ii) Cash.
Cash payments will be collected by drivers on behalf of ‘Us’ the Operator as the driver acting as an agent for us.
If the client has chosen the payment method to be cash then the driver will be in their sole discretion to collect the payment prior to the booking commencing or upon completion of the booking.
Any changes to the trip route that impacts the fare may result in additional charges, which will be communicated clearly to the client.
Clients are liable for any and all payment charges including; Additional charges, e.g. waiting time, route change and must pay in full to the company.
We accept all major credit/debit cards.

4. Cancellations and Missed Flights

Eyecon Airport Transfers will accept cancellations made over the phone, via email or online chat. If a client does not receive a cancellation email from us then we have not been informed of it.
Clients are encouraged to cancel bookings at least 12 hours prior to the scheduled pick-up time.
Cancellations made before the 12 hour mark of the scheduled pick-up time are free of charge however a bank fee will be applicable to all refundable bookings. The exact bank fee amount may vary based of the total booking amount.
Cancellations made between 12 to 6 hours prior to the scheduled pick-up time will incur a charge of 50% of the total journey.
Cancellations made between 6 hours of the pick-up time will result in a charge of 100% of the journey price.
No refunds will be issued if the client does not show up or cannot be contacted for a pre-paid journey.
No refunds will be issues if a driver has been dispatched and on route for the pick-up.
In a case of a missed flight or cancellation, we will hold on to your booking until you provide us with your new flight details and then dispatch the driver accordingly. If this falls under the 12 hour prior to pick-up time then charges may apply.
Eyecon Airport Transfers may cancel a booking due to unforeseen emergencies or extreme weather conditions and a full refund will be provided.
No responsibilities for costs are to be refunded to any client who do not wait for their driver and take an alternative transport.

5. Luggage and Passengers

We do not accept any responsibility in any way if the client/luggage requirements exceed the capacity of the vehicle booked. If unsure, please check on our website which states luggage allowance next to each vehicle. Alternatively, you can contact our customer support team who will be able to guide you to choose the correct vehicle depending on your requirements.
Any extra luggage will incur additional charges based on space availability. Eyecon Airport Transfers reserve the right to refuse any luggage not agreed upon or unable to fit in the vehicle without compromising safety.
Passengers not included in the original booking may be refused if space becomes limited and safety is compromised.
Clients will be held responsible at all times for the luggage and personal items prior to the commencement of journey, at the time of loading and unloading at the end of the journey.
Any lost items should be reported immediately to the operator, who will assist in retrieving any lost belongings.

6. Complaints

Clients can submit complaints regarding service quality, driver conduct or any other issues to the operator.
Any complaints should be raised via email; [email protected] so that we could keep a record of it and work upon it at our best. We are committed to addressing and resolving customer complaints in a timely and efficient manner.
All complaints must be submitted within 30 days of the service being provided.
Please note that all our calls are recorded for quality and training purposes.