Terms and conditions

 These terms explain how booking a journey with us works, what you can expect from us and what we ask of you. Please read them before you book. If anything is unclear, contact us and we will explain.

1. Who we are

We are Modenlink Travel Ltd, a company registered in England and Wales (company number 16185265). Our registered office is Office 20506, 182–184 High Street North, East Ham, London E6 2JA.

We are a private hire operator licensed by Transport for London (TfL). Every journey is carried out by a TfL-licensed private hire driver in a TfL-licensed vehicle.

You can contact us by phone or WhatsApp on +44 7520 654964 or by email at info@modenlinktravelltd.com.

In these terms, "we", "us" and "our" mean Modenlink Travel Ltd, and "you" means the person who makes the booking. If you book for someone else, you agree to these terms on their behalf and must make sure they know about them.

2. Your contract is with us

When we confirm your booking, you have a contract with Modenlink Travel Ltd. We are responsible for arranging and providing your journey.

3. Quotes, bookings and confirmation

• A quote shows the price for the journey details you gave us (pickup, destination, date, time, vehicle type, passengers and luggage). A quote is valid for the time shown with it.
• When you book online, your booking is a request until we confirm it. We aim to confirm within 15 minutes. You will receive a confirmation email, and later the driver's details.
• Your contract starts when we send you the confirmation. If we cannot accept a booking, we will tell you and you will not be charged.
• Please check your confirmation carefully and tell us straight away if anything is wrong.

4. Vehicles

You book a vehicle class (for example Saloon, Executive Saloon or MPV), not a specific car. The models we show are examples ("or similar"), and photos are representative. If the class you booked is not available, we may send a vehicle of the same or a higher class at no extra cost.

Each class has a maximum number of passengers and suitcases. For safety and insurance reasons, the driver cannot carry more than that. Please book a larger vehicle if you are unsure.

5. Prices and what they include

• The price we confirm is a fixed price for the journey as booked. It includes the items listed with your quote, such as airport and station parking, the London Congestion Charge, and meet and greet where offered.
• The price can change only if the journey changes: for example extra stops, a different destination, waiting beyond the free waiting time, or changes you ask for on the day. The driver will tell you, and we will confirm any extra charge to you.
• Free waiting time: 60 minutes from your flight's landing time at airports, and 15 minutes from the booked pickup time everywhere else. After that, waiting is charged at the rate shown in your booking.
• Some times and dates (such as late nights and bank holidays) cost more. Any such charge is already included in the price we quote.

6. Paying

You can pay the driver in cash or by card on the driver's card machine, or pay us by bank transfer where we have agreed this in advance. Payment is due at the end of the journey unless we have agreed otherwise. You will receive a receipt by email.

7. Airport, cruise and station pickups

• Please give us your flight number (or ship or train details) when you book. We check arrival times and adjust your pickup for delays at no extra cost.
• Free waiting at airports starts from the actual landing time. Please contact us if you are held up at passport control or baggage reclaim for longer than usual.
• The driver will meet you at the agreed meeting point. If you cannot find the driver, call us straight away on +44 7520 654964.

8. Changing or cancelling

You can ask to change or cancel a booking through the link in your confirmation email or by contacting us. Cancellation charges depend on how much notice you give. They are set out in our Cancellation policy, which forms part of these terms.

Because our journeys are booked for a specific date and time, the 14-day cancellation period that applies to many online purchases does not apply. Our Cancellation policy applies instead.

9. If we are late or cannot carry out your journey

• We will always do our best to arrive on time. Traffic, weather, road closures and similar events can cause delays; we will keep you informed.
• If your driver has not arrived 30 minutes after the booked pickup time (or after your actual landing time plus the free waiting time), you may cancel for free and we will refund anything you have paid.
• If we cannot carry out a confirmed journey, we will tell you as soon as possible, refund anything you have paid, and try to help you find another way to travel.

10. Your responsibilities

• Be ready at the pickup point at the booked time, and give us correct contact details so the driver can reach you.
• Everyone must wear a seat belt. Parents and carers are responsible for children. Child seats are available on request when you book, where we can provide them.
• No smoking or vaping in the vehicle. Please do not eat or drink (except water) without the driver's agreement.
• Treat the driver and the vehicle with respect. If the vehicle is soiled or damaged, we may charge the reasonable cost of cleaning or repair. We will explain and show you the evidence first.
• The driver may refuse to start or continue a journey if anyone's behaviour puts people at risk, is abusive or breaks the law. In that case, the full price may still be due.

11. Assistance dogs and accessibility

Assistance dogs travel free of charge. Please tell us when you book about any mobility needs, so we can send a suitable vehicle. See our Accessibility statement.

12. Luggage and lost property

Please keep valuables with you. We are not responsible for items left in a vehicle, but we will do everything we can to return them. See our Lost property page.

13. Our responsibility to you

• We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
• We are not responsible for loss caused by events outside our reasonable control, or for losses you could have avoided (for example by allowing enough time to reach an airport).
• We are not responsible for business losses (such as lost profit or missed business opportunities) when you book as a consumer.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that the law does not allow us to limit. Nothing affects your legal rights as a consumer.

14. Complaints

If something goes wrong, please tell us. Our Complaints procedure explains how we deal with complaints and how you can contact TfL, which licenses us.

15. Your personal information

We use your personal information to provide your journey and as described in our Privacy notice.

16. Changes to these terms

We may update these terms from time to time. The version that applies is the one shown on our website when we confirm your booking.

17. Law and courts

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.