These Terms & Conditions explain how bookings, airport transfers, local taxi journeys, waiting time, cancellations, passenger behaviour, luggage, payments and service responsibilities are handled by Sussex Airports Taxis trading as Sussex Airports Taxis.
By completing a booking, requesting a quote, using our website, using our app, contacting us about a journey, or travelling with us, you agree to these Terms & Conditions. Please read them carefully before booking.
Local taxis, airport transfers, station pickups, business travel and private hire journeys across Sussex and beyond.
Prices are based on the journey booked. Extra waiting time, stops, changes or diversions may be charged.
If there is a problem with your journey, contact us immediately using the contact details on our website.
Use the links below to move through the customer terms.
These Terms & Conditions, together with the booking form, quote, confirmation email, app booking confirmation, payment request, WhatsApp message or any written booking confirmation, form the agreement between you and Sussex Airports Taxis trading as Sussex Airports Taxis.
Completion of a booking and use of our service confirms your acceptance of these Terms & Conditions.
We may update these Terms & Conditions from time to time. Existing confirmed bookings will normally follow the terms and price agreed at the time of booking, unless a change is required by law, safety, licensing, availability or operational reasons.
We request a minimum of 3 hours’ notice for online bookings. If your journey is required with less than 3 hours’ notice, please call us directly to check availability before relying on the booking.
You must provide accurate booking information, including:
We are not responsible for delays, missed journeys, incorrect pricing or failed pickups caused by incorrect, incomplete or unclear booking information supplied by the customer.
A booking is only confirmed when accepted by us and confirmation has been issued by email, app, WhatsApp, phone or another approved method. A quote alone does not always guarantee availability until the booking is confirmed.
You must select or request a suitable vehicle for the number of passengers and luggage. We cannot guarantee to carry excessive luggage or passengers above the legal or licensed capacity of the vehicle.
For airport pickups, you must provide the correct airport, terminal, flight number, arrival time and contact number. We may monitor incoming flights where flight details are provided.
We will make reasonable efforts to track incoming flights and adjust pickup timing where possible. However, flight tracking is not a guarantee and depends on the accuracy and availability of airport and airline data.
For incoming flights, the fare may include a free waiting period as agreed in the booking. Unless otherwise stated, 45 minutes’ free waiting time may be allowed after the confirmed landing or agreed pickup time. After this period, waiting charges may apply.
For airport pickups, if the driver cannot make contact with the passenger and the passenger does not contact us, the driver may wait up to 90 minutes. After 90 minutes without contact, the booking may be treated as a no-show and no refund may be offered.
Airport parking, drop-off charges, waiting time or meet & greet arrangements may be included or charged separately depending on the booking confirmation. If you are unsure, please ask before confirming your booking.
Waiting time may be charged if the passenger is not ready at the booked pickup time, if airport waiting exceeds the free allowance, or if the journey requires additional waiting not agreed at the time of booking.
If there are changes to the journey, including extra mileage, extra stops, waiting time, parking, tolls, congestion charges, drop-off charges, additional pickup points, route changes or diversions, extra charges may apply in accordance with our pricing structure.
You must allow enough time for airport check-in, traffic, roadworks, weather, security procedures, baggage, immigration and any other travel risks. We are not responsible for missed flights, trains, appointments or events where insufficient travel time was allowed.
If you need to cancel your booking, contact Sussex Airports Taxis as soon as possible. We will normally be happy to cancel and refund a booking where at least 24 hours’ notice is given, unless your booking confirmation states different terms.
If a booking is cancelled after a vehicle has been allocated, dispatched, or the driver has started travelling to the pickup point, a charge may be incurred. This charge may be based on time, distance travelled, parking, waiting, airport fees or any costs already incurred.
If the passenger is not at the pickup location, does not answer calls or messages, and does not contact us within a reasonable time, the booking may be treated as a no-show. No refund may be offered for a no-show.
We may cancel a booking and provide a refund where necessary due to circumstances beyond our control, including declared national emergency, riot, war, fuel shortage, extreme weather, terrorism, road closures, serious vehicle failure, driver illness, safety concerns or other events outside our reasonable control.
The customer is responsible for the behaviour of all passengers in the vehicle. Passengers must behave respectfully and safely towards the driver, vehicle, other road users and members of the public.
We or our driver may refuse to carry, or may terminate a journey, if any passenger appears to be under the influence of alcohol or drugs, behaves aggressively, threatens violence, causes abuse, creates safety risks, refuses reasonable instructions, damages the vehicle, or behaves in a way that puts the driver, passengers, vehicle or public at risk.
If a journey is refused or terminated due to passenger behaviour, no refund will be given.
We operate a strict no-smoking and no-vaping policy in all vehicles. Eating and drinking are not permitted unless agreed by the driver. Cleaning charges may apply where the vehicle is soiled or damaged.
You may be charged for cleaning, repair, loss of earnings, admin time or any other reasonable costs if a passenger soils, damages or contaminates the vehicle.
Customers must ensure luggage is suitable for the vehicle booked. We cannot guarantee to carry excessive luggage or items that are unsafe, illegal, oversized, leaking, dangerous or likely to damage the vehicle.
Customers remain responsible for their own luggage and personal property. Our company, drivers and subcontractors are not liable for loss or damage to property unless caused by proven negligence.
Drivers may assist with luggage where reasonable and safe. Customers remain responsible for checking that all luggage and personal items have been loaded and unloaded.
A child counts as one passenger regardless of age. If a child seat or booster seat is required, you must inform us at the time of booking.
We will try to provide a child seat or booster seat where requested in advance, but this cannot always be guaranteed. Customers may bring their own child seat. If you bring your own child seat, you are responsible for fitting and checking it correctly.
In licensed taxis and private hire vehicles, there are specific legal exceptions where children may travel without a child car seat if the correct seat is not available, but they must travel according to the applicable UK child car seat rules.
We aim to support passengers with reasonable accessibility needs. Please tell us about any mobility needs, wheelchair requirements, extra assistance, medical needs or accessibility requirements before booking so we can advise on suitable vehicle availability.
Assistance dogs are accepted in line with legal requirements. No extra charge will be made for carrying an assistance dog. Please tell us at the time of booking so the correct arrangements can be made.
While we make reasonable efforts to ensure drivers arrive on time, we cannot accept responsibility for delays caused by circumstances beyond our control, including traffic, road closures, accidents, extreme weather, police activity, airport disruption, strikes, mechanical failure, public events or other unexpected issues.
At times, we may use subcontractors, partner companies or partner drivers to cover a journey. We may also change the vehicle or driver if necessary for operational, safety, availability or service reasons.
If a driver is delayed, stuck in traffic, unable to reach the pickup point, or the vehicle breaks down, we will make reasonable efforts to arrange an alternative vehicle or partner driver where possible.
If the driver does not arrive at the scheduled time, you must contact our office before leaving the pickup point or booking another taxi. If you leave without informing us, or arrange another taxi without our consent, we will not be liable to refund your fare or pay the cost of another service.
Vehicles are insured for passenger and third-party claims as required. Customer property is carried at the customer’s own risk.
We will use reasonable endeavours to provide the service. However, we shall not be liable for indirect losses, missed flights, missed trains, missed events, loss of profit, loss of business, missed appointments or consequential loss caused by delays or circumstances outside our reasonable control.
Payment terms will depend on the booking method. Some bookings may be paid online, by payment link, by app, by account, or directly to the driver where permitted. You must follow the payment instructions provided at the time of booking.
Receipts can be supplied by email where requested. Emailed receipts may take up to two working days if requested on the day of travel.
We take complaints seriously and investigate them thoroughly. Please contact us by email or phone, quoting your booking reference and providing as much information as possible.
It is not permitted to make a private booking directly with our drivers outside our official booking system. We will not be liable for any issue, loss, damage or dispute arising from a journey not booked and confirmed through our office, website, app or authorised booking channel.
Please note that some calls may be recorded for quality, training, dispute resolution, safety and customer service purposes.
These Terms & Conditions are governed by the laws of England and Wales.
For questions about these Terms & Conditions, please contact Sussex Airports Taxis using the contact details shown on our website.
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