Passenger Terms & Conditions

2. Fares, quotes and fixed prices

Prices shown at the point of booking are fixed for the journey as booked. We do not use surge pricing, and we do not increase the fare because demand rose, because traffic was heavier than expected or because the journey took longer than our estimate.

Fixed fares are calculated on the route between the addresses you gave us. If the journey materially changes — a different destination, extra stops, extra passengers requiring a larger vehicle, or a diversion you request — the fare is recalculated on the same published tariff and the difference becomes payable.

Fares include the driver, the vehicle, fuel, insurance, VAT where applicable, and one item of hold luggage plus one item of hand luggage per passenger. Airport access and drop-off charges, tolls, congestion or clean-air charges, and any bank-holiday or night tariff are shown separately in the fare breakdown before you confirm — we do not add unpublished fees after the event.

Where a promotional code is applied, the discount is subject to that code's stated conditions. First-booking codes are restricted to a customer's first ever booking and are validated against both email address and phone number.

• Night tariff applies to journeys starting between 22:00 and 06:00 and is shown in your quote.
• Airport parking and drop-off charges are passed on at cost, as itemised in your quote.
• Additional stops added on the day are charged at the published rate for the extra distance and time.
• Estimated journey times are estimates only and are never a guarantee of arrival time.

4. Changes, cancellations and no-shows

You can cancel free of charge up to 24 hours before the booked pickup time. Cancellations inside 24 hours may be charged at up to 50% of the fare, and cancellations after a driver has been dispatched to you may be charged at up to 100%, because the driver's time and travel are already committed.

A no-show — where the driver arrives, waits out the free waiting period, and cannot reach you on the number provided — is charged at the full fare. Please always call us before leaving a pickup point if you cannot find your driver.

If we have to cancel your booking, we will tell you as soon as possible, offer a suitable alternative vehicle or time where we can, and refund in full any amount paid for a journey we could not provide. Refunds are returned to the original payment method, normally within five working days.

Amendments are free wherever we can accommodate them. Send changes at least two hours before pickup; changes requested while a driver is en route may not be possible.

6. Passengers, luggage and vehicle capacity

The passenger and luggage numbers in your booking determine the vehicle we send. A driver may lawfully refuse to carry more passengers than the vehicle is licensed and insured for, or luggage that cannot be carried safely — there is no discretion on this, and no refund is due where a refusal results from details you did not declare.

Every passenger must wear a seatbelt where one is fitted. Children must travel in an appropriate child restraint unless a legal exemption applies.

Front and rear seat capacity, including the number of usable child seat positions, varies by vehicle. If you are travelling with two or more children in seats, tell us at booking so we allocate a suitable vehicle.

8. Passenger conduct — and how we protect our drivers

Our drivers owe you courtesy, discretion and professionalism, and these Terms hold them to a strict code of conduct. The same standard applies in the other direction. Our drivers are at work in their own vehicle, and they are entitled to a safe and respectful environment.

We operate a zero-tolerance policy on abuse of our drivers and staff. Violence, threats, racist, sexist, homophobic or otherwise discriminatory language, sexual comments or advances, and any attempt at unwanted physical contact will end the journey immediately, will be reported to the police, and will result in a permanent ban from the service.

A driver may end a journey early, at a safe location, where a passenger's behaviour makes it unsafe or unlawful to continue. In that event the full fare remains payable.

• No smoking, vaping or use of any illegal substance in the vehicle at any time.
• Alcohol may not be consumed in the vehicle. Passengers who are unsafely intoxicated may be refused carriage.
• Do not distract, obstruct or interfere with the driver, the vehicle's controls or the driver's route while the vehicle is moving.
• No weapons, no illegal items and nothing hazardous, flammable or foul-smelling may be carried.
• Please treat the vehicle with care — do not eat messy food or open drinks without asking.
• Do not film or photograph the driver, or publish anything identifying them, without their consent.

10. Accessibility, assistance dogs and equal treatment

We do not refuse, downgrade or surcharge any journey because of a passenger's disability, race, religion, sex, gender identity, sexual orientation, age or pregnancy. Doing so would breach the Equality Act 2010 and our own code of conduct, and any driver who did so would be removed from the platform.

Assistance dogs travel free of charge in any vehicle, and no driver may refuse them. Other pets are welcome by prior arrangement, in a carrier or secured on a protected seat, at no extra cost where the vehicle is left clean.

Wheelchair-accessible vehicles must be booked in advance so we can allocate the right vehicle and a trained driver. Drivers will assist with folding wheelchairs, walking frames and luggage. Please tell us the type of chair and whether the passenger transfers to a seat.

12. Delays and our liability

We plan every journey with a realistic margin and we take punctuality seriously. Journey times are nonetheless estimates and can be affected by traffic, weather, accidents, road closures, breakdowns and terminal congestion.

Where we fail to provide the service we contracted to provide, we are liable for the direct, reasonably foreseeable losses that failure caused, up to the greater of £1,000 or five times the fare paid. We are not liable for indirect or consequential losses such as missed flights, missed sailings, lost holidays, lost earnings or non-refundable bookings, except where the loss was caused by our negligence or by our failure to act on information you gave us at the time of booking.

We are not liable for delays caused by matters outside our reasonable control, including severe weather, industrial action, civil emergency, road closures ordered by the authorities, or acts of a third party.

Nothing in this section limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

14. Tours, hotel bookings and partner stays

Private tours are supplied by us and are priced per vehicle for the stated duration, including the driver-guide. Admission fees, meals and other third-party costs are not included unless the tour description says so. Tours may be re-routed for weather, closures or traffic; where a headline highlight cannot be visited we will offer a comparable alternative.

Accommodation added to a booking is supplied by the partner hotel or property host named in your confirmation, and their own house rules, check-in times, deposit and cancellation policies apply alongside these Terms. We act as a booking agent for those stays and take responsibility for the transport element of your booking.

Where a stay or a tour is cancelled by the partner, we refund what you paid us for that element in full. Cancelling a stay does not automatically cancel your transfer, and vice versa — tell us which parts you want to cancel.

16. Complaints

If anything falls short, tell us. Email hello@hampshiretaxi.com or call our 24/7 line with your booking reference. We acknowledge every complaint within one working day and aim to resolve it within five.

Serious allegations — particularly any allegation of sexual misconduct, discrimination, dangerous driving or dishonesty by a driver — are escalated immediately. The driver is suspended from the platform for the duration of the investigation, and we report the matter to the police and to the licensing authority where the allegation warrants it.

If you remain unhappy with our final response, you may refer the matter to the licensing authority that issued our operator licence, or pursue your statutory rights.