Terms & Conditions

1. About these Terms

These Terms and Conditions apply to all private hire bookings accepted by CSR Services Ltd, whether the booking is made by telephone, email, website or another approved method.

By asking us to provide a journey and accepting our booking confirmation, the customer agrees to these Terms and Conditions.

CSR Services Ltd accepts the booking as the operator and then allocates the journey to an appropriately licensed private hire driver and vehicle.

2. Definitions

In these Terms:

• “Company”, “we”, “us” or “our” means CSR Services Ltd.
• “Customer” means the person or organisation making the booking.
• “Passenger” means any person travelling under the booking.
• “Driver” means the licensed private hire driver carrying out the journey.
• “Booking” means a private hire journey accepted by CSR Services Ltd.

3. Making a Booking

Customers must provide accurate information when making a booking, including the collection address, destination, date and time, passenger numbers, contact details and any special requirements.

A booking is only confirmed once CSR Services Ltd has accepted it. An enquiry, quotation or request does not by itself create a confirmed booking.

We may refuse or cancel a booking where:

• no suitable licensed driver or vehicle is available;
• the journey cannot be carried out safely or lawfully;
• important booking information is missing or inaccurate;
• the customer or passenger has behaved abusively, fraudulently or unlawfully; or
• there is another reasonable operational or safety concern.

4. Booking Confirmation

Where applicable, the customer will receive confirmation by text message, email, telephone or another suitable method.

The customer is responsible for checking the booking details and telling us promptly if anything is incorrect.

Before the journey begins, we will provide the driver and vehicle details required by the relevant licensing rules.

5. Prices and Payment

Fares may be fixed, quoted, estimated or agreed under a separate contract or account arrangement.

The price may take account of journey distance, expected journey time, waiting time, vehicle type and other costs connected with the booking.

Additional charges may apply where relevant, including:

• airport parking or collection charges;
• road tolls, congestion charges or similar charges;
• waiting time;
• additional stops or material changes to the journey; and
• reasonable cleaning costs where a passenger has seriously soiled or damaged the vehicle.

Any payment method offered by us will be agreed when the booking is made or confirmed. Where an account arrangement applies, payment must be made in line with the agreed invoice terms.

6. Changes to a Booking

Customers should contact CSR Services Ltd directly if they need to change a booking.

Changes should not be agreed only with the driver, because the operator must maintain an accurate booking record.

A change to the collection point, destination, time, passenger numbers, vehicle requirement or other important detail may affect availability and price.

7. Cancellations

Customers should cancel as early as possible by contacting CSR Services Ltd.

A reasonable cancellation charge may apply if a driver has already been allocated or dispatched, has arrived at the collection point, or waiting time has already begun.

If CSR Services Ltd cannot fulfil an accepted booking because of driver unavailability, vehicle breakdown or another unforeseen issue, we will inform the customer as soon as reasonably possible and try to arrange a suitable alternative. If no alternative is available, the booking will be cancelled and no charge will be made for the unfulfilled journey.

8. Waiting Time and No-Shows

Passengers should be ready at the agreed collection point at the booked time.

If a passenger is not ready, reasonable waiting charges may apply. If the passenger cannot be contacted after a reasonable waiting period, the booking may be treated as a no-show and cancelled.

9. Passenger Responsibilities

The customer is responsible for the conduct of all passengers travelling under the booking.

Passengers must:

• treat drivers and other passengers respectfully;
• wear seatbelts where required;
• follow reasonable safety instructions;
• avoid distracting the driver; and
• take reasonable care of the vehicle.

Passengers must not smoke or vape in the vehicle, carry unlawful or dangerous items, behave abusively, threaten the driver or cause deliberate damage.

A driver may refuse or end a journey where continuing would create a safety risk or expose the driver or vehicle to abuse or damage.

10. Luggage, Wheelchairs and Special Requirements

Customers should request a suitable vehicle for the number of passengers and the amount of luggage.

Wheelchairs, mobility aids and other special requirements should be disclosed at the time of booking so that a suitable arrangement can be considered.

We cannot guarantee that excessive or undisclosed luggage can be carried safely.

11. Children and School Transport

Where school or contract transport is provided, CSR Services Ltd will operate in line with applicable licensing, safeguarding and contractual requirements.

Parents, guardians or booking organisations must provide any information reasonably required for the safe transport of the child or young person.

Drivers are expected to maintain professional boundaries and report safeguarding concerns through the appropriate process.

Any specific arrangements concerning collection, handover, escorts, authorised adults or missed collections should be agreed in advance.

12. Airport Transfers

Customers should provide accurate flight details, including the flight number, airline and scheduled arrival time.

Where reasonably possible, we may monitor flight information, but this cannot be guaranteed in every case.

Airport parking and waiting charges may apply. Customers should allow enough time for check-in, security and possible traffic delays.

13. Drivers and Vehicles

CSR Services Ltd will only allocate bookings to drivers and vehicles that are appropriately licensed and insured for the journey being undertaken.

Drivers are expected to act professionally, comply with road traffic law and follow relevant operator and licensing requirements.

Vehicles must be maintained in a safe and roadworthy condition.

14. Delays and Events Outside Our Control

We will take reasonable steps to provide journeys on time, but exact arrival or journey times cannot be guaranteed.

We are not responsible for delays caused by events outside our reasonable control, including heavy traffic, road closures, severe weather, accidents, police incidents, public events, breakdowns, emergencies or other unexpected disruption.

Customers should allow sufficient time for flights, appointments, connections and other time-sensitive commitments.

15. Lost Property

Passengers should check that they have all belongings before leaving the vehicle.

Lost property should be reported to CSR Services Ltd as soon as possible. We will make reasonable efforts to identify and return recovered property, but recovery cannot be guaranteed.

Reasonable delivery, postage or storage costs may apply. Unclaimed items may be handled or disposed of in accordance with applicable procedures and legal requirements.

16. Complaints

Complaints may be made by telephone, email or through the website contact form.

Please provide the booking date, journey details and a clear explanation of the concern. Complaints will be recorded, reviewed and investigated fairly.

Where required, serious safety, safeguarding, criminal or licensing concerns may be shared with the relevant licensing authority, police or other appropriate body.

17. Personal Information

CSR Services Ltd may collect and use personal information where necessary to accept and manage bookings, allocate drivers, meet legal and licensing requirements, handle complaints and administer the business.

Personal information will be handled in accordance with applicable data protection law and will only be shared where there is a lawful and necessary reason.

18. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

Subject to that, CSR Services Ltd will not normally be responsible for indirect or consequential loss, loss of profit, missed flights, missed appointments or similar losses caused by circumstances outside our reasonable control.

Passengers remain responsible for their own property and luggage unless loss or damage is directly caused by our negligence.

19. Subcontracting

Where permitted by law, CSR Services Ltd may arrange for another appropriately licensed operator, driver or vehicle to fulfil a booking.

Any subcontracting arrangement will be handled in accordance with the relevant legal and licensing requirements.

20. Changes to these Terms

CSR Services Ltd may update these Terms and Conditions from time to time to reflect changes in services, law, licensing requirements or business arrangements.

The latest version will be published on this website. Existing confirmed bookings will normally remain subject to the terms in force when the booking was accepted, unless a legal or regulatory change requires otherwise.

21. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.