Terms & Conditions

• 1. Agreement to these terms
• 2. Definitions
• 3. Who provides the service
• 4. Quotes, bookings and confirmation
• 5. Payment
• 6. Airport transfers, waiting and delays
• 7. Cancellations, no-shows and refunds
• 8. Children, seat belts and safety
• 9. Passenger conduct
• 10. Luggage and lost property
• 11. Events outside our control
• 12. Liability
• 13. Complaints
• 14. Privacy and communications
• 15. Changes to these terms
• 16. Governing law and contact

1. Agreement to these terms

By requesting a quote, placing a booking (by phone, email, message or online), paying for a booking, or travelling under a booking made with Apex Executive Travel, you agree to these Terms & Conditions.

If you book for another passenger, you confirm that you are authorised to accept these terms on their behalf. If you do not agree to these terms, please do not complete the booking.

2. Definitions

• We / Us / Our means Apex Prestige Motion Limited (company number 17526563), trading as Apex Executive Travel.
• Booking means a reservation for one or more journeys made with us.
• Trip means the journey from the agreed pick-up point to the agreed destination, including any agreed stops.
• Quote means the price given to you based on the details you provide.
• Fare means the amount payable for the trip, plus any lawful extras set out in these terms or agreed with you.
• Passenger means any person travelling under the booking.
• Driver means the licensed driver assigned to the trip.
• Operator means the licensed private hire operator fulfilling the trip, whether that is us or a partner operator.

3. Who provides the service

Journeys are carried out by appropriately licensed drivers and vehicles. We may fulfil a booking ourselves or, where needed for availability, routing or customer service, allocate it to another suitably licensed operator or driver.

Where a booking is allocated to a partner operator, we will normally remain your main point of contact for communication, payment and support, unless we tell you otherwise when you book.

4. Quotes, bookings and confirmation

• Quotes are based on the journey details you give us and may be withdrawn or corrected if those details are incomplete, inaccurate or clearly affected by a pricing or typing error.
• You are responsible for checking addresses, dates, times, flight details, passenger numbers, luggage and any special requirements before confirming the booking.
• A booking is confirmed only when we have confirmed it to you by phone, email, SMS or message.
• We will make reasonable efforts to meet requests such as child seats, extra luggage space or accessibility needs, but these cannot always be guaranteed and should be requested when booking.

5. Payment

• We may accept card payments, online payments, cash, bank transfer or, for approved business customers, payment on account.
• Online card payments are processed securely by an approved payment provider. We do not store your full card number.
• If a payment is declined, reversed or marked as unauthorised, we may suspend, refuse or cancel the booking until the amount due is paid.
• If the journey changes after booking, including route changes, extra stops, extra waiting time, diversions or inaccurate original details, the fare may be recalculated and any difference will be payable.
• Tips are optional and entirely at your discretion.

6. Airport transfers, waiting time and delays

For airport collections, please give us the correct flight number. We may check publicly available flight information to help time your collection.

• For airport arrivals, up to 30 minutes of free waiting time is included from the actual landing time, unless your confirmation says otherwise.
• After the included waiting period, waiting charges may apply. We will tell you the rate when you book or when asked.
• If a flight is significantly delayed, cancelled or diverted, we will do our best to help, but revised availability and pricing may apply.
• We are not responsible for missed flights caused by too little time being allowed, traffic conditions outside reasonable control, airport or security delays, or incorrect details given to us.

7. Cancellations, no-shows and refunds

Cancellation by you

Please tell us as early as possible if you need to cancel or change a booking. Cancellations made in good time before the pick-up are free of charge. If you cancel after the driver has set off or arrived, a cancellation charge may apply to cover the driver's time and travel.

Cancellation by us

If we are unable to provide a driver or vehicle for your booking, we will tell you as soon as possible and, where you have paid in advance, give you a full refund to the original payment method.

No-show

A no-show occurs when the driver attends the pick-up location but the passenger does not travel, cannot be found, does not respond to reasonable contact attempts, or is not ready to travel after the driver has waited at least 5 minutes from the booked pick-up time or the driver's arrival time, whichever is later (or the included airport waiting time for airport collections). In the case of a no-show, a charge may apply to cover the driver's attendance and waiting time, up to the full fare.

Refunds

Refunds are made to the original payment method. Card refunds usually take around 5 to 10 business days to appear, depending on your bank or card provider.

8. Children, seat belts and safety

• Passengers are responsible for making sure children travel with suitable restraints as required by law.
• Child seat requests should be made when booking and are subject to availability.
• All passengers must wear seat belts where fitted.
• Drivers may refuse travel where a journey would otherwise be unsafe or unlawful, including where the number of passengers or the amount of luggage exceeds what the vehicle can safely carry.

9. Passenger conduct

• Passengers must behave safely and respectfully towards the driver and other passengers throughout the journey.
• Drivers may refuse or end a trip where a passenger is abusive, threatening, violent, intoxicated to an unsafe degree, carrying prohibited items, or causing damage or serious disruption.
• Smoking, vaping and the use of illegal drugs are not permitted in our vehicles.
• A cleaning or repair charge, covering the reasonable cost of cleaning or repair and the time the vehicle is off the road, may be claimed if the vehicle is soiled or damaged by a passenger or their belongings.

10. Luggage, goods and lost property

• Please tell us about your luggage when booking so we can send a suitable vehicle.
• We may refuse to carry items that are unsafe, unlawful, excessively bulky or likely to damage the vehicle.
• We are not responsible for cash, valuables, fragile or perishable items, or personal items left unattended in the vehicle.
• If you leave something behind, contact us as soon as possible. We will make reasonable efforts to help you get it back, but cannot guarantee recovery, and a delivery charge may apply.

11. Events outside our reasonable control

We are not liable for delay, failure or disruption caused by events outside our reasonable control, including severe traffic, road closures, weather, accidents, industrial action, vehicle breakdown, police action, airport or port disruption, or restrictions imposed by public authorities.

Where possible, we will let you know about delays, rearrange the booking or offer an alternative.

12. Liability

Nothing in these terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, or for fraud. Nothing in these terms affects your statutory rights as a consumer.

Subject to that, we are not liable for indirect or consequential loss, loss of profit or business, or loss arising from incorrect booking details, passenger delay, or matters outside our reasonable control.

13. Complaints

If you are unhappy with any part of our service, please contact us as soon as possible, ideally within 72 hours of the journey, at [email protected]. Please include the date and time of the journey, the pick-up and destination, and a clear summary of the issue. We aim to respond within 5 working days.

14. Privacy and communications

We handle personal data in line with our Privacy Policy. We may contact you by phone, email, SMS or messaging apps about your booking, payment, changes, support requests and complaints.

15. Changes to these terms

We may update these terms from time to time. The version published on this website when you make your booking applies to that booking.

16. Governing law and contact

These terms are governed by the laws of England and Wales, and any dispute will be subject to the jurisdiction of the courts of England and Wales, unless the law provides otherwise.

Apex Prestige Motion Limited, trading as Apex Executive Travel
Registered in England and Wales, company number 17526563
Registered office: 42 Cornwall Street, Devonport, Plymouth PL1 4NY
Email: [email protected]
Phone: 01752 922 121