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Terms, Conditions and Data Collection.

1. DEFINITIONS AND INTERPRETATION

1.1. Booking: Refers to a Customer's request for Services, communicated to the Prime Group PM LTD and recorded in its records.

1.2. Business Day: Denotes a day (excluding Saturdays, Sundays, and public holidays) when clearing banks in the City of London are open.

1.3. Cancellation Fee: The fee charged for canceling Services before the collection time or after the Passenger Vehicle has departed, as per the Price List.

1.4. Contract: A binding agreement for Services between the Customer and the Prime Group PM LTD, incorporating these Terms.

1.5. London: Encompasses the areas defined as Zone 1, Zone 2, and Zone 3 in the London Underground map.

1.6. Charges: The Company's fees outlined in the Price List or other published literature.

1.7. Christmas Period: Spans from 18:00 on December 24 to 06:00 AM on December 27 each year.

1.8. New Year’s Period: Ranges from 18:00 on December 31 to 06:00 AM on January 2 each year.

1.9. Collection Address: The address stated by the Customer for Vehicle collection.

1.10. Company: Prime Group PM LTD.

1.11. Credit and Debit Card Services: Services paid by the Customer using credit or debit card payments.

1.12. Customer: Any person, firm, or company receiving Services.

1.13. Driver: The individual providing transportation services under contract to the Prime Group PM LTD.

1.14. Goods: Items transported by the Prime Group PM LTD.

1.15. In Writing: Any written communication, including email and SMS.

1.16. Passenger(s): Includes the Customer and any individuals authorized to use Passenger Services.

1.17. Passenger Vehicle: Vehicle provided by the Prime Group PM LTD for Passenger transport.

1.18. Price List: Maintained list of Prime Group PM LTD charges for Services.

1.19. Services: Transportation of Passengers by car.

1.20. Terms: These terms and conditions, subject to amendments, are agreed upon by Passengers using services.

1.21. Extra Waiting Time Fee: Fee charged as detailed in the Price List for specified waiting periods.

1.22. Operating Centre: This location is where the Prime Group PM LTD takes bookings to provide Services.

 

2. SERVICES

2.1. Account, Credit, and Debit Card Services

2.1.1. Booking and Payment Process

When utilizing the Credit and Debit Card Services, customers must opt for payment through a credit or debit card, with the details processed by the Prime Group PM LTD. Payment is required at least one day before the scheduled collection or driver allocation. Failure to settle payment will result in automatic booking cancellation.

2.1.2. Payment Method

Charges for Credit and Debit Card Services are settled through credit or debit card transactions, ensuring a seamless payment process.

2.1.3. Account Services

For Account Services, customers are to make payments to the company account by the due date specified on the invoice, agreed upon mutually by the Customer and the Prime Group PM LTD.

2.2. Cash Services

2.2.1. Payment Procedure

Please note that our drivers are unable to accept cash payments under any circumstances. All payments for your booking will be handled exclusively by Prime Group PM LTD before your journey commences.

2.3. Passenger Services – Fees

2.3.1. Transparent Pricing

The initially quoted price for a Booking is based on the Original Journey. Additional fees, such as meet and greet, congestion charge, etc., are detailed in the app or website's "finance" or payment section.

2.3.2. Additional Costs

Customers may incur extra charges for deviations from the Original Journey, as specified by the Prime Group PM LTD.

2.3.3. Price List Updates

The Company may update the Price List, providing a minimum of 1 Business Day notice to the Customer.

2.3.4 to 2.3.14. Booking and Waiting Time Policies

Detailed policies for waiting times, cancellations, and additional fees are outlined in the Price List, covering scenarios such as extra luggage charges and surcharges during specific periods.

2.3.15 to 2.3.22. General Passenger Services

Provisions cover various aspects, including the Company's right to decline bookings, route selection, animal transportation policies, no-smoking rules, alcohol consumption, luggage responsibility, compliance with laws, and the Company's authority to refuse service for disorderly behaviour.

2.4. Complaints, Liability, and Privacy

2.4.1 to 2.4.2. General Provisions

These clauses address matters such as booking refusal, vehicle conditions, customer responsibilities, and limitations of liability for damages. Additionally, they ensure clarity on customer complaints, privacy protection, and liability limitations for loss or damage.

2.4.23. Complaints Procedure

Customers should submit written service-related complaints within 7 days of the incident.
To submit the Complaints form CLICK HERE.

 

3. CHARGES AND FEES

3.1. Vehicle Categories

We offer services with various car types, each accommodating a specified number of passengers and luggage. Examples of car types include Saloon, Electric Vehicle, Executive, Estate, MPV, MPV5, MPV6, MPV7/8 Minibus, MPV Executive, and VIP.

3.2. Waiting Time

3.2.1. Calculation Process

Extra waiting time is calculated based on the scheduled pickup time for local pickups and the actual landing time for airport pickups. The driver monitors flights and adjusts terminal entry based on the actual landing time. Early landings do not guarantee the driver's presence before the originally scheduled pickup time.

3.2.2. Delay Charges for Air Travel

For airport pickups, if a passenger's flight is delayed over 90 minutes, extra waiting charges will apply, with the initial 90 minutes of delay being free of charge.

3.2.3. Waiting Charges

Charges for waiting time vary depending on the type of booking:

  • Regular address bookings: 0-15 minutes are free; exceeding this incurs a charge of £5, plus any applicable parking fees.

  • Airport & port bookings: 0-30 minutes are free, with subsequent 15-minute intervals incurring charges based on the vehicle type and additional parking fees (for amounts exceeding £10).

  • Train station bookings: Similar to regular address bookings, the first 15 minutes are free, with a charge of £5 for each subsequent 15-minute interval and any applicable parking fees.

  • The Meet & Greet option incurs an extra charge of £10.00.

3.3. Other Charges

  • Diversion or stop on the way incurs a charge of £5.00.

  • An additional 15 minutes of waiting or parking is charged at £5.00 for Saloon/Estate/MPV and £10.00 for Executive/MPV7/8/MPV Executive/VIP.

Note: Child seats are not mandatory, and customers can bring their own, but storage with the driver is not provided.

3.4. Holiday and Out-of-Hours Charges

Charges at holiday rates apply during specific periods (Christmas, New Year, and Easter) and incur a 50% extra charge compared to the normal rate. Out-of-hours charges (21:00 to 04:59 every day) apply with a 20% extra charge compared to the normal rate.

3.5. Payment Methods

Online reservations are limited to card payments only. This is to prevent "no-shows" and fake reservations. Refunds for cancellations adhere to the standard cancellation and refund policy.

3.7. Traveling with Pets

Licensed London taxis and minicabs must provide services to guide dog users without extra charges. A flat £10.00 charge (or more, depending on circumstances) applies for pets travelling in certain vehicles, with the requirement of a secure cage or safety leash/harness as mandated by law.

 

4. CANCELLATION POLICY

4.1 General Cancellation Policy

4.1.1 In situations where a journey needs to be cancelled, a small processing charge is applicable to customers, provided the cancellation is made 24 hours in advance of the scheduled pick-up time. We recognize that unforeseen circumstances may arise, and we accommodate cancellations for such reasons.

Customers can cancel bookings by emailing us with the booking reference and reason, calling our Operating Centre, or contacting our mobile line +44 7591 32 33 33. Pre-paid bookings will be refunded within a maximum of 5 working days from the cancellation.

If a customer cancels less than 24 hours before the scheduled pick-up time, a cancellation fee will be applied based on the time of notification:

  • More than 24 hours before pick-up time = 5% charge applied / 95% refund

  • Between 24 and 3 hours before pick-up time = 30% of the journey price

  • Between 3 hours and up to the pick-up time = 50% of the journey price

  • Once the journey has commenced or if there was a double booking without prior information or cancellation, or if the customer fails to turn up, a 100% charge of the journey price is required.

We recommend settling payment 24 hours before the scheduled pickup time to avoid cancellation charges.

4.2 Refunds

The company strictly adheres to a no-refund policy for completed trips. If the driver is running late, customers must acknowledge and accept this fact before using the service, considering factors like traffic conditions. Advanced notifications are provided for potential delays, and customers can choose whether to proceed with the service. If the delay results in a decision not to use the service, a 100% fare refund is applicable.

4.3 Double Payments

In the event of accidental duplicate payments for a trip, customers can request a refund with a 5% processing fee deduction.

4.4 Out Of Control Situations

The company reserves the right to cancel bookings in circumstances beyond its control, such as natural disasters, pandemics, fires, or airport closures. If a specific service (e.g., Meet and Greet) cannot be provided due to unforeseen situations, but general transportation service is still offered, the company may charge the full price for the provided service.

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5. LIABILITY
5.1. We, Prime Group PM, as the operator, confirm our responsibility for your booking. By entering into this agreement, we undertake a contractual obligation as principal to provide the journey specified in your booking. This commitment aligns with the provisions of the 1998 Act and complies with relevant regulations.

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6. DATA STORAGE AND PAYMENT METHODS

6.1 Data Storage

6.1.1 In compliance with the General Data Protection Regulation (GDPR) effective since May 25, 2018, replacing the Data Protection Directive 95/46/EC, all customers utilizing our services consent to the storage of necessary booking information. This includes Full Name, Address, Phone Number, IP Address, and Email Address. Passengers can request information held about them at any time, and if desired, we will promptly delete it from our system.

6.1.2 We utilize a secure online payment method, Stripe, to charge all our customers. The payment process is securely managed, with customer data stored in a protected online storage inaccessible even to us. Charges are initiated based on the agreed-upon amount in the booking confirmation between the Passenger and the Company through various communication methods such as online, email, or the app. By using our services, Passengers agree to be charged for additional costs during the journey that was not pre-agreed, including extra waiting time, additional stops, excessive luggage, extra parking, congestion charge, extra tools, cleaning fees, and driver's loss of earnings, as outlined in the "Fees" section above. In the event of extra charges, the Company will notify Passengers, and the payment method used for the booking will be debited accordingly after the journey.

For any inquiries, feedback, or concerns regarding the above, please contact us via email at Support@Prime-PM.co.uk or by phone at +44 7591 32 33 33.

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