Terms of Service

Last Updated: 29 July 2026

1. About This Agreement

This agreement is between:

• "We", "Us", "Our" - Anytime Taxi (collective of licensed sole trader taxi operators)
• "You", "Your", "Passenger" - The person booking the taxi service
• "Driver" - The licensed taxi driver assigned to your booking

2. Service Description

We provide:

• Pre-booked taxi services (online, phone, or in-person bookings)
• Immediate taxi dispatch (subject to driver availability)
• Fixed-price airport transfers and local journeys
• SMS booking updates and driver tracking

We do NOT provide:

• Hail-and-ride street taxi services (use licensed hackney carriages for this)
• Guaranteed arrival times (we operate on a "best efforts" basis)
• Parcel or goods-only delivery (passengers must accompany items)

3. Booking a Taxi

3.1 How to Book

You can book via:

• Our customer app (app.anytimetaxi.co.uk)
• Our booking website (book.anytimetaxi.co.uk)
• Phone: 01453 393457
• Our AI-powered booking line (available 24/7 — same number)

3.2 Booking Confirmation

A booking is confirmed when:

• You receive an SMS confirmation with booking reference
• A driver is assigned to your job
• You receive a price quote (for immediate bookings)

3.3 Required Information

You must provide accurate information including:

• Your name and contact phone number
• Pickup location and time
• Destination address (or approximate location)
• Number of passengers and luggage requirements
• Any special requirements (wheelchair, child seat, etc.)

3.4 Advance Bookings

Advance bookings can be made up to 30 days in advance. Bookings more than 48 hours in advance require confirmation 24 hours before pickup time.

4. Pricing and Payment

4.1 Price Calculation

Prices are calculated based on:

• Distance - Mileage from pickup to destination
• Time of Day - Different rates may apply for nights/weekends (if applicable)
• Fixed Rates - Pre-agreed airport transfer prices
• Out of Area Charges - If pickup is outside our standard operating area

4.2 Price Guarantee

The price quoted at booking is guaranteed UNLESS:

• You change the destination during the journey
• You add additional stops not in the original booking
• The journey is delayed due to passenger actions (e.g., waiting for you)
• Road closures force a significantly longer route

4.3 Payment Methods

We accept:

• Cash — payable to the driver at journey's end
• Card via driver — card machine provided by the driver
• Saved card via the customer app — card-on-file payments processed by Stripe. You must be a registered app user with a saved payment card to use this option. Card details are processed securely by Stripe; we never hold your raw card number.
• Corporate accounts — by prior arrangement

4.4 Payment Timing

Payment is due:

• Cash / driver card machine — at the end of the journey, before exiting the vehicle
• Saved card (app) — automatically captured at journey completion via Stripe. A pre-authorisation hold is placed on your card at the time of booking to verify funds availability. This hold is released if you cancel within the permitted window (see section 5.1) or replaced with the final capture amount on completion.
• Corporate Account — as per agreed payment terms (typically monthly invoice)

4.6 Card Pre-Authorisation and No-Show Fee

Where you book via the customer app with a saved card:

• A pre-authorisation hold is placed on your card at booking. This is not a charge — it temporarily reserves funds to confirm the card is valid.
• The hold is automatically released when the journey is completed and the final fare is captured, or when you cancel within the permitted window.
• If you fail to appear for your booking and your driver marks you as a no-show, a no-show fee of £10 will be captured from your pre-authorised card. You will be notified by SMS if this fee is applied.
• If you cancel within 2 hours of a scheduled pickup and a driver has already been dispatched, a no-show fee may apply at operator discretion. This does not apply to cancellations made for operational reasons by Anytime Taxi.

4.5 Additional Charges

Extra fees may apply for:

• Waiting Time - £[X] per hour if driver waits beyond 10 minutes of pickup time
• Airport Parking - Cost of parking fee (airport pickups only)
• Toll Roads/Congestion Charges - Passed through to customer
• Cleaning Fee - £[X] if vehicle requires deep cleaning after journey

5. Cancellations and Amendments

5.1 Customer Cancellations

Cancellation terms:

• More than 6 hours before pickup - No charge, full refund
• 2-6 hours before pickup - 50% cancellation fee
• Less than 2 hours before pickup - Full fare charged
• Driver already dispatched - Full fare charged
• No-show (passenger not present) - Full fare charged

5.2 Amending Bookings

You can amend pickup time, location, or destination:

• Via the manage booking link in your confirmation SMS
• Via the customer app (app.anytimetaxi.co.uk) — Trips tab
• By calling us on 01453 393457
• Self-service amendments are permitted up to 15 minutes before your scheduled pickup time, or until the driver has started travelling to you (whichever is sooner)
• Amendments less than 15 minutes before pickup — call us directly; subject to driver availability
• Card-paid bookings: a price amendment that changes the fare will update the pre-authorisation hold accordingly

5.3 Our Right to Cancel

We may cancel your booking if:

• No driver is available (we'll notify you ASAP and offer alternatives)
• You provide false or misleading information
• You have previously behaved inappropriately toward drivers
• Weather or road conditions make the journey unsafe
• The booking violates our terms (e.g., illegal purposes)

6. Passenger Responsibilities

6.1 Conduct

You must:

• Be ready at the pickup location at the scheduled time
• Treat the driver with respect (no abuse, harassment, or discrimination)
• Follow the driver's reasonable instructions
• Wear a seatbelt at all times
• Not smoke or vape in the vehicle
• Not consume alcohol or illegal substances in the vehicle
• Supervise children and ensure they are properly restrained

6.2 Luggage and Property

You are responsible for:

• Loading and securing your own luggage
• Ensuring luggage fits in the vehicle (tell us in advance if you have excessive luggage)
• Not bringing prohibited items (weapons, hazardous materials, etc.)
• Checking you haven't left items in the vehicle before exiting

6.3 Animals

Pets are allowed if:

• You notify us at time of booking
• The driver agrees (some drivers have allergies)
• Dogs are on a leash or in a carrier
• You pay a cleaning fee if the animal causes mess
• Assistance animals (guide dogs, etc.) are always welcome

7 Driver's Rights

7.1 Right to Refuse Service

The driver may refuse service if:

• You are intoxicated or behaving aggressively
• The destination puts the driver at risk
• You refuse to pay or have insufficient funds
• You exceed the vehicle's passenger capacity
• Luggage is dangerous or won't fit safely

7.2 Right to End Journey

The driver may stop and end the journey if:

• You become abusive, threatening, or violent
• You damage the vehicle
• You engage in illegal activity
• You refuse to follow safety instructions

In these cases, full fare is still payable, and police may be called.

8. Liability and Insurance

8.1 Our Liability

We are liable for:

• Death or personal injury caused by our negligence
• Loss or damage to property caused by our negligence (up to £[X] per passenger)

We are NOT liable for:

• Delays due to traffic, weather, or events beyond our control
• Missed flights, trains, or appointments (always book with buffer time)
• Loss of belongings left in the vehicle (report immediately - we'll try to help)
• Indirect losses (e.g., cost of rebooking a flight you missed)

8.2 Insurance

All drivers carry:

• Valid Hackney Carriage / Private Hire insurance
• Public liability insurance
• Valid Private Hire Vehicle licence issued by the relevant local licensing authority

8.3 Your Insurance

You should have travel insurance covering:

• Personal belongings
• Missed connections
• Medical emergencies

9. Complaints and Disputes

9.1 How to Complain

If you're unhappy with our service:

1. Contact us within 48 hours at: hello@anytimetaxi.co.uk or 01453 393457
2. Provide your booking reference and details of the issue
3. We'll investigate and respond within 7 working days

9.2 Refund Policy

You may be entitled to a refund if:

• Driver fails to arrive and you weren't notified
• Vehicle is significantly different from what was booked (e.g., dirty, unsafe)
• Driver behaves inappropriately
• You're charged the wrong price

Refunds are processed within 14 days of complaint resolution.

9.3 Disputes

If we cannot resolve your complaint:

• You may contact your local council licensing authority
• Use Alternative Dispute Resolution (ADR) schemes if applicable
• Pursue legal action through county court (for claims under £10,000 - small claims)

10. Loyalty Rewards Programme

10.1 Earning Points

Registered customers earn loyalty points on completed journeys. Points are awarded automatically to your customer app account. The rate of earning and any minimum journey thresholds are displayed within the app and may be updated at any time.

10.2 Redeeming Points

Points can be applied as a discount against future bookings, subject to minimum redemption thresholds shown in the app. Redemptions are applied at the time of booking.

10.3 Points Expiry & Validity

Points have no cash value, are non-transferable, and cannot be exchanged for cash. We reserve the right to expire points after a period of account inactivity (currently 12 months with no completed journey), or to adjust point values with reasonable notice. Points are forfeited if your account is closed or suspended for breach of these terms.

10.4 Programme Changes

We may modify, suspend, or discontinue the loyalty programme at any time. We will provide at least 30 days' notice of any material reduction in earned point values or redemption rates.

11. Customer App

11.1 App Usage

The AnyTime Taxi customer app (app.anytimetaxi.co.uk) is provided free of charge to registered customers. It is a Progressive Web App — no download from an app store is required. You authenticate via a one-time SMS magic link to your registered mobile number.

11.2 Push Notifications

If you opt in to push notifications, the app will send you real-time alerts about your active booking (driver assigned, driver en route, driver arrived, journey completed). You can withdraw consent at any time via your browser or device notification settings. Withdrawing notification permission does not affect your ability to book.

11.3 App Availability

We aim to keep the app available continuously but do not guarantee uninterrupted service. Planned maintenance will be communicated where practical. We are not liable for losses arising from temporary app unavailability — bookings can always be made by phone.

12. Data Protection

We process your personal data in accordance with our Privacy Policy and UK GDPR. By using our service, you consent to this processing.

13. Miscellaneous

13.1 Entire Agreement

These terms, together with our Privacy Policy, constitute the entire agreement between you and us.

13.2 Changes to Terms

We may update these terms from time to time. Material changes will be notified via email or website notice. Continued use after changes means you accept the new terms.

13.3 Severability

If any provision is found to be unenforceable, the remaining provisions continue in full effect.

13.4 No Waiver

Our failure to enforce any provision does not waive our right to enforce it later.

13.5 Assignment

You cannot transfer your rights under this agreement. We may transfer our rights to another licensed operator with notice.

13.6 Governing Law

These terms are governed by the laws of England and Wales. Disputes will be heard in English courts.

14. Contact Information