1. DEFINITIONS
As used, the trade name ‘ATH Dorset’ or ‘Service provider’ means the definition of BH1 Airport Cars Limited.
As used, the definition of ‘Customer’ means a private – individual or business entity that realizes booking related to services provided.
As used, ‘We’, ‘Our’, and ‘Us’ means the definition of the service provider, BH1 Airport Cars Limited.
2. BOOKING: TECHNOLOGY USED FOR AND ACCESS
We do use professional Private Hire booking software developed by NEGUP SOLUTIONS. All bookings must be made just for airport transfers or long-distance rides. Booking made for the local ride may be rejected. Bookings can be made only as pre-booked service via our website, mobile phone number/landline phone number, or mobile phone application. Any request for a direct hire (street hail, taxi rank, etc) is not allowed and will be rejected by the driver/office staff.
BOOKING VIA WEBSITE
Customers may request rides and make bookings online on our website. The process of booking acceptance is:
- Ride request received (confirmation that ride request has been received but NOT CONFIRMED yet)
- Ride request accepted or rejected
- Booking rejected (booking has been rejected due to limited availability)
- Booking accepted and confirmed: a PayPal link to prepay the ride will be sent to the email address used during the booking. After this time, the link expires and the booking will be cancelled.
- Booking assigned to the driver
- On the date and time of the ride, the customer will receive an email and SMS with details of the driver and vehicle. If the ride is about pick-up at the airport, the customer will also receive an SMS with pick-up instructions.
BOOKING VIA MOBILE PHONE APPLICATION
Ride request via mobile phone app is not available.
3. BOOKING: PAYMENT FOR THE SERVICE
Booking for a ride must be prepaid, except the in-car card payments (must be pre-approved by office staff) or bank transfer payments (must be pre-approved by office staff). We do not accept cash payments. In-car card payments are processed by PayPal service (Zettle POS). The service provider reserves the right to request full payment in advance from the price quoted. In that case, payments are processed through PayPal.
We do reserve the right to cancel the booking if the customer failed to prepay the ride.
The ride quoted price includes the airport drop-off fee and a limited (basic) time of parking at the airport or port. The price offered on the web doesn’t include the London ULEZ fee, London Congestion fee, Clean Air fee (where applicable), extra waiting time or additional fees we were not aware of in advance. In that case, a relevant fee may be payable when the ride finishes or will be added manually by the Dispatcher to the fare quoted. Meet & Greet service is an optional add-on, which may be added to the booking by the customer. Where the ride is payable via Invoice service, the Invoice due date is 7 days from when the Invoice was issued. If the Invoice is overdue, a late payment fee of £50 will be issued to the customer. The late payment fee procedure:
- A formal letter will be sent to the customer via post and email and another 5 days will be given to clear the outstanding balance invoice for the late payment fee issued due in 5 days
- Online/Written Application for Small ClaimThere will be no other formal letters or warnings regarding the outstanding account balance.
4. AIRPORT PARKING/DROP-OFF/PICK-UP FEES, WAITING TIME/EXTRA WAITING TIME
Our prices shown during the booking process includes the airport fee we have to pay to the access Terminal building or place designed for pick-up/drop-off.
Prices displayed do not show the Meet & Greet service, which is optional and can be added to the booking manually by office staff. The Meet & Greet service fee is £10.
Currently, the fees are:
- Bournemouth airport: £5 (30 minutes)
- Southampton airport: £6 (20 minutes)
- Heathrow airport: £6 (30 minutes – all terminals)
- Luton airport: £5 (30 minutes)
- Stansted airport: £7 (10 minutes)
- Gatwick airport: £5 (10 minutes drop-off, 30 minutes pick-up at both terminals)
- Exeter airport: £5 (15 minutes)
- Bristol airport: £6 (10 minutes)
Meet & Greet service covers 60 minutes of waiting time and the parking fee for this period. When exceed, an extra waiting fee (EWT) of £5 for every 15 minutes will be added to the final ride fare and payable directly to the driver – except for the account rides where EWT will be added to the Invoice by office staff. We do use flight tracking premium service with access to the real flight data, flight history, and flight details provided by Flightradar24 AB. Our drivers use mobile app to be able to check real flight data.
How it works in an example:
Your flight is scheduled to land at Heathrow Airport at 1500. The real landing time, based on the data taken from FR24 is 1505 – this is the time your 60 minutes of free waiting time is applied, and expires on 1605. When exceeded, we will apply an extra waiting time fee of £5 for every 15 minutes started. The EWT finishes being applied when the driver changes ride status to POB (Passenger on board). Driver must inform the main passenger or person who managing the booking when an extra waiting fee is being applied.
Please be aware: RLT (real landing time) is not the time the aircraft arrived at the Terminal gate for the passenger’s disembarkment. The time the aircraft landed and taxied at the airside to the Terminal gate is counted as a waiting time as well.
The reason is the aircraft taxiing around the airport area may sometimes take longer time than usual and we are not able to influence this process in any way, but the driver must be waiting for you in the arrival hall at the moment the plane lands – and the driver must pay the parking fee from the moment he enters the airport parking area (at RLT).
5. BOOKING: CHANGES AND CANCELLATIONS, CUSTOMER REFUSAL
BOOKING AMENDMENT
The customer can amend the booking made with us anytime via email (reply booking email) or phone. We, as a service provider, can refuse to amend a booking if
- Changes are made to collide in time with another booking changes
- cause the driver at risk due to the lack of rest time required
- Changes will collide in time with company requirements according to vehicle maintenance already planned.
We will respond to any change made ASAP to discuss possibilities with the customer to do our best to resolve any potential conflict made by the changes.
BOOKING CANCELLATION
The customer has a right to cancel a booking at any time for no reason (reply to the booking email with our booking reference number). Request to cancel booking via text message or phone call will not be accepted.
If the booking is canceled
- any time up to 48 hours before the ride time, we will refund 90% of the fare taken
- 48 to 24 hours before the ride time, we will refund 50% of the fare taken
- 24 to 0 hours before the ride time, we will not refund the fare taken
REFUSAL FROM SERVICE
We can decline a booking if we decide that the booking made is suspected to be misused for any kind of suspicious or criminal activity. In the same way, we will decline the complete booking made if there will be a report from a driver that customer behavior is inappropriate or if we decide that our driver is in danger cause of it. In this place, we have to declare we will deal with any potential situation as described above with no excuse. In case, we can: Refuse the customer from current or any future service Report any inappropriate behaviour to the relevant Police departmentLock customer’s account on the website and throughout software used for customer account managementLock customer accounts in the mobile phone application, and on the web.
6. SERVICE: COMPLAINT PROCEDURE
Any complaint about service taken shall be delivered to us through email or in the written only. We will not accept complaints delivered over the phone.
Procedure to follow:
The complaint must be sent to the email address office@ath-dorset.co.uk . The complaint may be sent to the company office address in writing if the customer likes to use mail delivery.The address used for communication in writing is BH1 Airport Cars Limited, Wilson House, Lorne Park Road, Bournemouth BH1 1JN.
The complaint must include the details:
- Full name of the person who complains about service provided, including contact details (full address and full telephone number in a format like +44 XXXX XXXXXX for a mobile phone or in the format +44 XXXX XXXXXX for land-line phone numbers)
- Booking reference number related to the incident that happened
- A full description of the incident in detail, including the date and time
A complaint about the service will be accepted only during the period of 28 days from the date when the incident happened. Any complaint made after this deadline will be declined automatically. The company reserves a period of 7 days for investigation. As a result of the investigation of the complaint related, we will respond to the customer in the same way as complaints have been received (email or written).
The customer has the right to appeal against the result of the complaint made. For this situation, we do reserve a time of 20 working days for the detail-focused investigation to get the impact of the appeal. We will respond to the appeal in the same way as it was received. This process is called the Escalation process.
The result of the Escalation process is final and cannot be against another appeal made by the customer. The customer has the right to use civil legal proceedings against our decision based on our Escalation process. The customer can also complain about our service to the licensing officer at BCP Council who is a licensing authority.
7. SERVICE: PRIVACY POLICY, DATA HANDLING AND GDPR APPLICATION
We do use professional software for private hire service, subscribed from NEGUP SOLUTIONS. Customers can get in touch with us or the software lessor to ask about personal data stored, also customers may ask us or the lessor for data deletion in compliance with GDPR regulations.The customer has the right to ask us or the software lessor to remove all personal data from our system for no reason given. Application for data removal will be accepted automatically and data will be securely removed from the server (three-phase data shredding process) within 72 hours in cooperation with the software lessor.We never provide or share customer data stored with 3rd party providers or any other business entity, except for Government entity requests (Council, Police, Court, etc.).
8. SERVICE PROVIDED WITH DISCOUNT, REDUCED OR PROMOTIONAL PRICE
Occasionally we do reduce our price or offer a discount to boost the volume of bookings. Price can be reduced/discounted for all rides, for selected rides, or for one ride.The reduced price will not be applied for rides booked on Bank Holidays and/or for rides booked on Christmas Bank Holiday time and New Year Bank Holiday time.Where the price is reduced, an additional discount applied for corporate or private accounts will not be applied.If an exceptional Bank holiday will be announced by the government, all bookings made before that announcement will stay with the price quoted. New bookings will be made with the Bank Holiday fare rate.
9. FINAL STATEMENT
The Customer agrees to indemnify and keep us fully indemnified from and against any direct and indirect losses, claims, expenses, damages, or liability whatsoever incurred or suffered by us as a result of the negligence, acts or omissions, or default under the Contract by the Customer, or its employees, agents or subcontractors or any Passengers.Each party acknowledges that it is not relying on any statements, warranties, or representations given or made by the other whether actual or implied by common law or under the statute in relation to the subject matter of any Contract and that it shall have no rights or remedies with respect to such subject matter otherwise than under the relevant Contract.
The Customer shall be liable for any damage caused by Passengers to any Passenger Vehicle.
Subject to the following provisions except in respect of death or personal injury caused by our negligence, or that of our servants or agents, our liability to the Customer for loss and/or damage caused by the negligence of us and/or our servants or agents, or otherwise which arises out of or in connection with the provision of the Services or their use by the Customer shall be limited.
To the extent permitted by law, we shall not be liable in any way whatsoever for the acts or omissions of any sub-contractors to whom we sub-contract the Services. We shall use our reasonable endeavours to ensure that we only sub-contract the Services to such third parties that have at least the minimum insurance cover required in the third party’s country of operation. If we are aware that a third party does not have a level of insurance coverage which we would expect, we reserve the right to request that the Customer signs a standard form disclaimer and acknowledgement in respect of the same.
We shall not be liable to the Customer for any loss or damage to property arising in the course of delivering, loading, or unloading of Goods or Passenger’s luggage or bicycle or personal effects.
We shall not be liable to the Customer for any loss of anticipated savings, business revenues, loss of agreements, loss of opportunity or loss of business or profits whether categorized as direct or indirect or any indirect, special, or consequential loss (including losses arising from business interruption, wasted management time, loss of goodwill, data and all other such loss whether or not arising in the normal course of business).
We shall not be liable to the Customer or be deemed to be in breach of the Contract by reason of any delay in performing any of our obligations under the Contract.
We shall not be liable to the Customer or be deemed to be in breach of the Contract by reason of any failure to perform any of our obligations under the Contract if the delay or failure was due to any circumstances or cause beyond our reasonable control (road conditions, traffic conditions, weather conditions and/or any accident/incident caused by third-parties we were involved in etc.).
In relation to Bookings forwarded to our partners, we shall to the extent permitted by law, not be liable in any way whatsoever in respect of any claim regarding the provision of the fulfilment or for any act or omission of any Fulfilment Partner.
A person who is not a party to any Contract shall not have any rights under or in connection with it.We reserve the right to subcontract or delegate in any manner any or all of our obligations under any Contract to any third party or agent.
If any provision of these Terms, which is not of a fundamental nature, is held by any court or other competent authority to be invalid or unenforceable in whole or in part, such part, term, or provision shall be deemed deleted from these Terms and the remainder shall not be affected. Should the foregoing apply the parties shall use all reasonable endeavours to agree upon any lawful and reasonable changes to these Terms which may be necessary in order, as close as possible, to give effect to the commercial intent of these Terms.
These Terms & Conditions can be edited or changed at any time without prior notification. These Terms & Conditions are under the copyright of BH1 Airport Cars Limited (as a service provider). Is strictly prohibited to use or copy these Terms & Conditions. Any unauthorized use will cause legal action applied by the copyright owner.
BH1 Airport Cars Limited, 2019-2023
-revision22, May 2023-