We are Smart Airport Transfers Limited, a company registered in England and Wales, doing business as ROYALL RIDES ("ROYALL RIDES", "we", "us", "our"). Our company registration number is 16085237 with a registered address of Abbey House, 25 Clarendon Road, Redhill, Surrey RH1 1QZ.
We provide Private Hire Advance Booking and passenger services (collectively the “Services”). When you book with us for our services, these Terms & Conditions apply to your use of the Services (the “Terms”).
A Booking constitutes an offer by you to purchase Services in accordance with these Terms. A Booking shall only be deemed to be accepted when we issue written confirmation of the Booking via text message, email, or push notification from the App or on commencement of the Booking (whichever is earlier), at which point and on which date and time a contract for the services to which the Booking relates shall come into existence. There is no obligation on us to accept a Booking, and it may be declined for any reason.
Each Contract for Services is between you and the Driver. As such, we are the disclosed agent for each Driver for the purpose of arranging and agreeing Bookings between you and the Driver. Each Driver is responsible, in each and every case, for the performance of the Services under a Contract. ROYALL RIDES shall check that each Driver maintains motor liability insurance, regulatory, and all other compliance obligations required by law and for best practice in the location in which the Driver provides Passenger Services.
The Driver (not us) is legally responsible for performing the Booking. We are responsible for providing you with passenger service assistance and will at all times act as the point of contact for you for customer service questions. To the maximum extent permitted by law, we remain responsible solely for our obligations to you, as set out in these Terms.
You will receive a Booking Acknowledgment email for the journey you have paid for. You are responsible for checking that the details received are correct. All passengers are advised to have adequate travel insurance prior to booking. No responsibilities for costs are to be refunded to any passengers who do not wait for their driver and take alternative transport. We do not accept any responsibility in any way if the passenger/luggage requirements exceed the capacity of the vehicle booked. If you are unsure about the capacity of the vehicle booked, please check our website for luggage allowance or contact ROYALL RIDES customer services team immediately.
All bookings must be made through the office either via the website, online chat, telephone, or email. In this way, confirmations are sent out, and the journey is insured.
ROYALL RIDES will contact you via text message or email before the start of your journey to confirm the Vehicle licence plate number, the driver’s contact details, and the driver’s private hire Vehicle licence number. ROYALL RIDES shall use reasonable endeavours to provide a Vehicle of the type specified by you (and in the event that such a Vehicle is not available, a reasonable alternative Vehicle) within any time for so doing given by ROYALL RIDES.
On journeys collecting from an airport, as standard, ROYALL RIDES allows all passengers 45 minutes maximum from the time the flight actually lands to meet with their driver. After this, waiting time is charged, regardless of the reason, at ÂŁ20/hr pro rata. ROYALL RIDES advises passengers to consider immigration processing times at the airport and request a deferred pick-up/collection time after their flight lands. No compensation will be offered if the passenger is ready earlier than planned and has to wait until the scheduled collection time for the driver to arrive. No responsibilities for costs are to be refunded to any passengers who do not wait for their driver and take alternative transport.
ROYALL RIDES monitors flight delays but accommodates flight delays only up to a maximum of 45 minutes. Whilst we do try our best to accommodate our customers impacted by any flight delays above 45 minutes, we do not guarantee a pick-up due to our company’s operational capacity at that time. In the particular instance of a flight delay of above 45 minutes, we reserve the right to cancel your booking where we couldn’t accommodate your delayed pick-up and cannot be held legally responsible. If we do cancel your booking due to a flight delay of above 45 minutes, you are entitled to a full booking refund only. We are not liable to pay any additional charges that you may incur for arranging alternative transport once we cancel your booking.
You are liable for any and all payment of Charges (including Additional Charges e.g., waiting time, extra miles request) for a Booking for all Services booked pursuant to these Terms, and you must pay the Charges and Additional Charges (where applicable) for each Booking in full and without set-off.
You may elect the method of payment for a Passenger Services Booking from one of the following options:
If you have made a Passenger Services Booking and elected to make payment by cash, the Driver will, in their sole discretion, collect the:
Where you make a Card Payment for a Passenger Services Booking and your Card Payment is declined by the Card-issuer or on its behalf, you agree that ROYALL RIDES reserves the right, on behalf of a Driver, to use and take payment for Charges and/or Additional Charges from any other payment Card registered in your Profile in your sole name, where available.
ROYALL RIDES will only charge a 3% transaction fee against the booking price levied by the online payment service provider and guarantees a refund as long as 3 hours’ notice before the pick-up time is provided. All cancellations must be made online or via email, to which you will receive confirmation from us. If you do not receive an email from ROYALL RIDES confirming the cancellation, it may mean we have not received your email. In this case, please call our customer services team. No refund will be issued in the following circumstances:
If there is a situation that requires a refund of payment, we will refund it to the card used for the payment at the time of booking. It can take up to 5 Business days to refund the payment from the time we receive a refund request.
Any complaints regarding service should be raised in writing with our customer services department, preferably by replying to your booking confirmation email. All complaints must be submitted within 30 days of the event giving rise to the complaint. Please note that all our calls are recorded for quality and training purposes.
We do provide a child car seat as a courtesy service. Whilst we make every effort to ensure child seats are available, we cannot guarantee suitability for your child or availability for your journey. Usage of a child seat is entirely at the passenger's discretion, and we cannot be held responsible or liable for their usage. Please note that the UK Law for “Child Car seats” is different if the child is in a minicab. If the driver doesn’t provide the correct child car seat, children can travel without one – but only if they travel on a rear seat:
ROYALL RIDES reserves the right to request a deposit payment of up to 50% against the Cash payment booking where the pick-up is a home address or other than the airport address. In case of refusal to pay the deposit payment, ROYALL RIDES reserves the right to cancel the booking request. The deposit paid towards a cash payment booking request is non-refundable where the customer requests a cancellation within three hours prior to the pick-up time on the booking.