Terms & Conditions

1. Who we are

Chiswick Express is a licensed private hire operator regulated by Transport for London (TfL). All journeys must be pre-booked through our office by telephone, WhatsApp or (when available) our website. Our vehicles cannot be hailed in the street and our drivers cannot accept a journey that has not been booked through the operator.

You can contact us on 020 8987 9999 or at bookings@chiswickexpresscars.com.

2. Making a booking

A booking is made when our office confirms it to you (by phone, message or email) with a booking reference. Fare quotes shown on our website are indicative until confirmed by the office at the time of booking.

Please give us accurate pickup and destination addresses, the number of passengers and bags, any child seats or accessibility needs, and a contact telephone number. We may be unable to complete a journey if the details given are wrong or the passengers or luggage exceed the capacity of the vehicle booked.

We may refuse or cancel a booking where we reasonably believe the journey would be unsafe or unlawful, where a passenger is abusive or intoxicated to the point of being unsafe, or where payment is not made on request.

3. Fares

Airport transfers and listed popular routes are charged at a fixed fare agreed when you book. Other journeys are quoted in advance based on the distance and expected time of the route. A night rate applies to journeys starting between 11:00 pm and 6:00 am and is included in the quoted price.

The fare quoted assumes the most direct practical route. Additional stops, diversions requested by the passenger, waiting time beyond the agreed allowance, and charges such as airport drop-off or pick-up fees, car-park charges, tolls, the Congestion Charge and ULEZ (where applicable) may be added to the final fare. We will tell you about any such charge before or during the journey wherever practical.

Fares are quoted and payable in pounds sterling and include VAT where applicable. Our fares and surcharges are reviewed from time to time; the fare that applies is the one quoted when your booking is confirmed.

4. Payment

Unless you have a business account with us, you pay the driver at the end of the journey, by cash or by card where the driver carries a card terminal. Please check the payment method with our office when you book.

Business account journeys are invoiced to the account holder under the terms of their account agreement. We do not currently take card payments online.

5. Waiting time and no-shows

Please be ready at the pickup time. The driver will wait for a short grace period at the pickup address and will try to contact you on the number given. If we cannot find you or reach you within a reasonable time, the booking may be treated as a no-show (see our Cancellation Policy).

For airport pickups, tell us your landing time when you book so we can plan the pickup around it. If your flight is delayed, call us as early as you can and we will adjust the pickup where possible.

6. Cancellations and changes

You may cancel or change a booking by calling our office. Our Cancellation Policy explains when a charge may apply. Because this is a passenger transport service booked for a specific date and time, the 14-day cancellation right in the Consumer Contracts Regulations 2013 does not apply.

7. Passengers' responsibilities

Passengers must wear seat belts where fitted, must not smoke or vape in the vehicle, and must not do anything that endangers the driver, other passengers or road users. Children must use an appropriate child seat where the law requires it; please tell us when booking if you need one.

You are responsible for any damage to the vehicle caused by you or your party beyond normal wear, including reasonable cleaning costs if the vehicle is soiled.

8. Luggage and property

Luggage is carried at the passenger's risk unless loss or damage is caused by our negligence. Please tell us at the time of booking about oversized items, pets (assistance dogs are always carried free of charge), or anything fragile or valuable. We may refuse items that are dangerous, illegal, or that cannot be carried safely.

Property left in a vehicle will be kept by the office for a reasonable period. Call us as soon as you notice something missing.

9. Our liability

We will carry out every journey with reasonable care and skill. We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, road closures, traffic incidents, or vehicle breakdown, although we will do what we reasonably can to provide an alternative vehicle.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited by law. Subject to that, our liability to you in connection with a booking is limited to the fare paid for that booking.

10. Your data

We use your personal information to provide the journey and to meet our obligations as a licensed operator. Our Privacy Notice explains what we collect, why, and your rights.

11. Complaints

If something goes wrong, please tell us. Our Complaints Policy explains how to complain and how to escalate to Transport for London if you remain dissatisfied.

12. General

These terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction, although consumers resident elsewhere in the UK may also bring proceedings in their local courts. If any part of these terms is found to be unenforceable, the rest continues to apply. We may update these terms from time to time; the version in force when your booking is confirmed applies to that booking.