Terms of Service

• Booking Accuracy: Customers are responsible for providing correct pickup addresses, contact phone numbers, journey dates, times, passenger numbers, and luggage requirements.

• Airport Transfers: When booking airport collections, you must provide your incoming flight number. We track flights to adjust pickup schedules according to actual arrival times.

• Vehicle Suitability: It is your responsibility to select or request an appropriately sized vehicle (e.g. Saloon, Estate, or MPV) to accommodate all passengers and luggage safely.

• Confirmation: Your booking is confirmed once you receive confirmation via email, SMS, or verbal telephone booking from our dispatch team.

• Fixed Fares: Quotes provided in advance are based on direct routes from the stated collection point to the agreed destination without unscheduled stops.

• Additional Stops & Route Deviations: Any unscheduled detours, additional pickups, or drop-offs requested during the journey will incur additional charges based on distance and time.

• Standard Waiting Time: For non-airport pickups, the first 10 minutes of waiting from the scheduled time are complimentary. Subsequent waiting is charged at our standard hourly waiting rate.

• Airport Waiting Time: Airport arrivals include 60 minutes of complimentary waiting time from the moment your flight lands. Thereafter, standard waiting rates and airport parking fees apply.

• Tolls & Congestion Charges: Government road tolls, Clean Air/ULEZ zones, Dartford Crossing fees, and airport terminal drop-off/pickup charges are added to the final fare where applicable.

• Local Journeys: Local journeys can be cancelled free of charge at any time before your driver departs for your pickup location. If you cancel after your driver has departed, a cancellation fee may apply to cover the reasonable costs incurred by the driver.

• Airport & Long-Distance Transfers: Bookings for airport transfers and long-distance journeys may be cancelled free of charge up to 4 hours before the scheduled pickup time. For cancellations received less than 4 hours before pickup, a reasonable cancellation charge may apply, particularly where a driver has already been allocated or dispatched. Where a deposit or advance payment has been made, any applicable cancellation charge will be deducted from the amount paid, and the remaining balance will be refunded.

• Late Cancellations & No-Shows: If a passenger fails to appear at the agreed pickup location, the driver will make reasonable attempts to contact the passenger and allow an appropriate waiting period. If the passenger cannot be contacted and does not appear within the applicable waiting period, the booking may be treated as a no-show. A reasonable no-show charge may apply, up to the agreed journey fare where justified by the circumstances and the losses incurred.

• Cancellations by ACRE Cars: If ACRE Cars cancels a confirmed booking and cannot provide a suitable alternative vehicle, any payment received for the cancelled journey will be refunded in full. No cancellation charge will apply where a customer cancels because ACRE Cars has failed to provide the agreed service.

• Refunds: Where a refund is due, it will be processed using the original payment method wherever possible. Refunds will normally be processed within 10 working days. The time taken for the refund to appear in the customer's account may depend on their bank or payment provider.

• Seatbelts: All passengers must wear seatbelts at all times during transit as required by UK law.

• Zero Tolerance Policy: We operate a strict zero-tolerance policy against abusive, threatening, or disorderly conduct towards our drivers, office staff, or other passengers. Drivers reserve the right to refuse service.

• Soiling Charges: Any passenger who soils, damages, or contaminates a vehicle is liable to pay a valet and cleaning fee (up to £120).

• Smoking & Vaping: Smoking, the use of e-cigarettes or vaping devices, and the consumption of alcohol are strictly prohibited inside all vehicles.

• Recommended Travel Allowances: Passengers are advised to book with sufficient leeway, particularly for airport departures, train connections, and crucial appointments.

• Unforeseen Circumstances: ACRE Cars accepts no liability for missed flights, train departures, or financial loss caused by delays outside our reasonable control (e.g. road closures, severe weather, motorway gridlock).

• Alternative Transport: In the rare event of a mechanical breakdown, we will dispatch an alternative vehicle as expeditiously as possible.