Terms & Conditions

Definitions

Definitions

In these Terms and Conditions, the following definitions apply:

• "Company", "we", "us" or "our" refers to Express Travel Kent, a licensed private hire operator operating in Kent, United Kingdom.
• "Client", "you" or "your" refers to the person making the booking or travelling in the vehicle.
• "Journey" refers to the agreed transfer from the pickup location to the destination specified at the time of booking.
• "Booking" refers to any confirmed reservation of a vehicle and driver made with the Company.
• "Driver" refers to the licensed private hire driver allocated to your journey.
• "Vehicle" refers to the private hire vehicle used to carry out your booking.

Reservations

Booking & Confirmation

All bookings must be made in advance through our approved channels: online booking system, by telephone on 01843 247 247, or by email to booking@expresstravelkent.co.uk. Bookings are not confirmed until you receive an explicit confirmation from Express Travel Kent.

It is your responsibility to ensure that all journey details provided at the time of booking are accurate, including pickup address, destination, date, time, number of passengers and any special requirements. The Company accepts no liability for delays, failed collections or incorrect journeys resulting from inaccurate information provided by the client.

Changes to a confirmed booking should be communicated to us as early as possible. We will accommodate changes where operationally feasible, though we cannot guarantee availability for amended journeys. Price adjustments may apply where journey details change materially.

Payment

Pricing & Payment

All prices quoted by Express Travel Kent are fixed at the time of booking confirmation. The quoted price is the total price for the agreed journey and will not change unless the journey details are materially altered after confirmation (including route, number of passengers, or additional stops).

There are no metered fares, no surge pricing and no hidden fees. The price confirmed at the time of booking is the price charged upon completion of the journey.

Payment Methods

• Payment by cash directly to the driver at the time of travel
• Payment by bank transfer prior to travel, as arranged with the Company
• Where alternative payment methods are available, these will be confirmed at the time of booking

The Company reserves the right to request payment in full prior to travel for certain journey types, including long-distance travel, special occasion hire or where a client has previously failed to make payment.

Cancellations

Cancellation Policy

Cancellations should be communicated to Express Travel Kent as early as possible by telephone or email. Our cancellation terms are as follows:

• Cancellations made more than 24 hours before the scheduled pickup time: no charge.
• Cancellations made between 6 and 24 hours before the scheduled pickup time: a cancellation fee of up to 50% of the agreed fare may apply.
• Cancellations made less than 6 hours before the scheduled pickup time, or where the vehicle has departed for the collection: the full journey price may be charged.
• No-shows (where the client cannot be reached and fails to appear at the agreed collection point within the applicable waiting time): the full journey price will be charged.

The Company reserves the right to apply discretion in applying cancellation fees, particularly in cases of genuine emergency or exceptional circumstances communicated promptly.

Waiting

Waiting Time

Drivers will wait at the agreed collection point for the following complimentary periods:

• Standard collections (residential or commercial address): 10 minutes complimentary waiting time after the agreed pickup time.
• Airport collections (domestic terminals): 30 minutes complimentary waiting time after the scheduled (or monitored actual) flight landing time.
• Airport collections (international terminals): 45 minutes complimentary waiting time after the scheduled (or monitored actual) flight landing time.
• Cruise port or ferry terminal collections: 30 minutes complimentary waiting time after the confirmed vessel arrival time.

Waiting time beyond the complimentary period will be charged at the Company's standard waiting time rate, which will be communicated at the time of booking or upon request. After an extended period without contact, the driver may be released and the booking treated as a no-show under the cancellation terms above.

Airports

Airport Collections

For all airport transfer bookings, Express Travel Kent monitors your inbound flight from departure to landing using live aviation data. In the event of a flight delay, your collection time will be adjusted accordingly. There is no additional charge for delays caused by factors outside your control.

The driver will be positioned at the agreed meeting point — typically the arrivals hall — displaying appropriate signage. It is your responsibility to make contact with the driver upon arrival.

If your flight is diverted to an alternative airport or your plans change significantly, please contact us as soon as possible. We will make every effort to accommodate the revised arrangements, though this may result in an adjusted fare.

Charges

Additional Charges

The following situations may result in additional charges beyond the agreed journey price:

• Waiting time beyond the complimentary period (see Section 5)
• Additional stops not included in the original booking
• Significant route changes requested by the client during the journey
• Car parking fees or toll charges incurred during your journey where applicable
• Vehicle cleaning fees where a vehicle requires additional cleaning following the journey (see Section 9)

All additional charges will be communicated clearly before they are applied wherever practicable.

Conduct

Passenger Conduct

All passengers are expected to behave in a manner that is respectful to the driver and considerate of the vehicle. The following conduct standards apply throughout all journeys with Express Travel Kent:

• Seatbelts must be worn by all passengers at all times during travel. Children must be secured in appropriate child restraints where legally required.
• Smoking — including e-cigarettes and vapes — is strictly prohibited in all vehicles.
• Consumption of alcohol or food is not permitted in vehicles without the prior consent of the driver.
• Abusive, threatening or offensive behaviour towards the driver will result in immediate termination of the journey. The full journey price will remain payable.
• Passengers must not interfere with the driver or distract them during the journey.

Damage

Vehicle Damage

Passengers are liable for any damage caused to a vehicle during their journey beyond normal wear and tear. This includes, but is not limited to, spillages requiring specialist cleaning, soiling of upholstery or carpets, or any physical damage caused by passengers or items carried.

Cleaning or repair costs will be assessed and invoiced to the liable passenger following the journey. The Company will provide supporting documentation for any costs claimed. Where damage results in a vehicle being unavailable for subsequent bookings, loss of earnings may also be recoverable.

Punctuality

Late Arrival

Express Travel Kent maintains a strong commitment to punctuality. In the unlikely event that a driver is delayed due to circumstances outside our control (including severe traffic incidents, accidents or extreme weather), we will contact you at the earliest opportunity to advise of the revised arrival time and discuss options.

Where it is not possible for Express Travel Kent to fulfil a booking due to exceptional circumstances and no suitable alternative can be arranged, any pre-payment received will be refunded in full. The Company's liability in such circumstances is limited to the refund of the journey price and does not extend to consequential losses.

Exceptional Events

Force Majeure

Express Travel Kent shall not be liable for any failure to fulfil its obligations under a booking where such failure results from circumstances beyond our reasonable control, including but not limited to:

• Severe weather conditions making travel unsafe
• Road closures, infrastructure failure or major incidents preventing access to the route
• Acts of terrorism, civil disorder or emergency government restrictions on travel
• Pandemic-related travel restrictions or legal prohibitions
• Mechanical failure with no reasonable time to arrange a substitute vehicle

In all force majeure situations, we will communicate with affected clients as soon as practicable and explore all reasonable alternatives. Prepayments will be refunded where the service cannot be delivered.

Limitations

Liability

Express Travel Kent carries appropriate hire and reward insurance as required by UK law. Our liability to passengers is subject to the terms of that insurance and applicable legislation, including the Passenger Vehicles (EC Type Approval) regulations and the Road Traffic Act 1988.

The Company's liability for loss or damage is limited to direct losses arising from our demonstrable negligence. We do not accept liability for:

• Consequential or indirect losses, including missed flights, missed events or business losses
• Loss or damage to items left in the vehicle (personal property is carried at the owner's risk)
• Delays caused by factors outside our reasonable control
• Third-party losses arising from the passenger's actions during the journey

Nothing in these Terms limits our liability for personal injury or death caused by our negligence, or any other liability which cannot lawfully be excluded or limited.

Resolution

Complaints

Express Travel Kent is committed to delivering a consistently high standard of service. If you are dissatisfied with any aspect of your experience, we ask that you raise your concern with us directly so we may address it promptly.

Complaints should be submitted in writing (by email to booking@expresstravelkent.co.uk) within 14 days of the relevant journey, with as much detail as possible. We will acknowledge your complaint within 3 business days and aim to provide a full response within 14 days.

Where a complaint cannot be resolved to your satisfaction through direct communication, you may also raise a concern with our local licensing authority.

Refusal

Service Refusal

Express Travel Kent and its drivers reserve the right to refuse or terminate service in the following circumstances:

• A passenger is behaving in an abusive, threatening or violent manner
• A passenger is visibly intoxicated to a degree that poses a risk to themselves, the driver or the vehicle
• The condition of the passengers or their items presents an unacceptable risk of soiling or damage to the vehicle
• The requested journey or destination is unlawful
• There are reasonable grounds to believe the safety of the driver is at risk

Where service is refused on legitimate grounds, the full journey price may remain payable. The Company will document any such incidents appropriately.

Changes

Amendments to These Terms

Express Travel Kent reserves the right to amend these Terms and Conditions at any time. Any changes will be published on this page with an updated revision date. Bookings confirmed prior to any amendment will remain subject to the terms in effect at the time of that confirmation.

These Terms and Conditions are governed by English law. Any disputes arising from or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Last reviewed: March 2026.