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Terms & Conditions

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1. Booking and Services

1.1. By booking and utilising our taxi services, you acknowledge and agree to adhere to the stipulations laid out in the Terms and Conditions.

1.2. Booking is an official request from passengers to procure transportation services from Tappaxi. This request is accepted once Tappaxi confirms the booking via email. While we strive to accommodate all requests, Tappaxi reserves the right to decline bookings at its discretion, ensuring a balanced and efficient service.

1.3 Please ensure that all bookings and return reservations are conducted directly with Tappaxi Ltd via our app and website. It is essential to understand that private hire drivers are not allowed to arrange journeys directly, as this violates legal rules. Journeys agreed through the drivers are illegal and not insured.

2. Payment and Pricing

2.1. The prices quoted upon booking remain valid for 24 hours from the booking, providing clarity and transparency in pricing.

2.2. The quoted price is based on the journey details provided when booking. If modifications are made to the initial journey, revised pricing may be applied to reflect the updated itinerary accurately.

2.3. Additional charges, such as those associated with waiting time, excess luggage, or specific route requests, will be communicated and can be settled through credit/debit card. We process payments securely using Stripe.

2.4. Toll charges, where relevant, are incorporated into our fares

2.5. A 60% surcharge will apply to reservations within the timeframe of 11:00 on 24th December to 23:59 on 26th December and 11:00 on 31st December to 23:59 on 1st January. This surcharge can also be extended to other days.

3. Waiting and No-Show Policy

3.1. To facilitate efficient pickups, Tappaxi offers a maximum complimentary waiting time of 10 minutes. This ensures passengers have a reasonable window to reach the designated pickup point.

3.2. For pickups at airports and ports, we extend a 60 minutes grace period for waiting, recognising the potential complexities of travel schedules in these environments.

3.3. If a passenger fails to meet the driver within the stipulated waiting time, the booking is marked as a “no-show,” associated fees may be applicable to account for resources expended.

3.4. For a “deferred” pickup time, where passengers request a collection after [X] minutes following the flight’s landing, Tappaxi Ltd will accommodate this. However, customers who opt for this service do not have the right to extend their waiting time beyond the specified period. Compensation will not be forthcoming if passengers are prepared earlier than their plan and must await the driver until the agreed collection time.

3.5. Opting for Fixed-time pickup demands careful attention to selecting a time before your scheduled flight landing. When booking, choose the deferred pickup. When communication is not feasible, the driver will be instructed to leave the airport. Please note that compensation won’t be extended if your flight has not landed by the appointed pickup time. If you’re already in the country and prepared for pickup, you can opt for Fixed time pickup, which will follow the standard pickup procedure as the time is fixed.

4. Passenger Behavior and Safety

4.1. Passengers must wear seatbelts at all times during their journey to comply with legal regulations and ensure their well-being.

4.2. To maintain a comfortable and respectful environment, activities such as smoking, playing music, or consuming alcohol are not permitted in Tappaxi vehicles unless expressly authorised beforehand.

4.3. Passengers are expected to conduct themselves in a respectful and orderly manner throughout their journey. Any disruptive, abusive, or threatening behaviour will not be tolerated, and Tappaxi reserves the right to refuse carriage in such instances.

5. Luggage and Property

5.1. Passengers are responsible for their personal luggage, with Tappaxi assuming no liability for loss or damage. This encourages passengers to safeguard their belongings during transit.

5.2. Found items left behind in vehicles will be retained for 14 days, allowing passengers to reclaim their belongings. After this duration, things will be appropriately disposed of, emphasising a diligent approach to lost property.

5.3. Our luggage weight limit is set at 23kg per piece, and the permissible dimensions are 90 x 75 x 43 cm. These specifications are tailored to match our fleet’s requirements. It’s crucial to adhere to these prescribed dimensions and weight limits when preparing your luggage for transport.

5.4. Our operations are optimised to accommodate luggage within the specified weight and size criteria. We kindly request passengers to ensure that each piece of luggage conforms to these standards before their journey.

5.5. Passengers are responsible for ensuring that their luggage requirements do not exceed the capacity of the booked vehicle. Taxi Licensing regulations mandate that all luggage be securely fastened in the vehicle’s boot for passenger safety. It is essential to take this into account when choosing a vehicle.

5.6. We want to emphasise that we cannot assume responsibility for luggage exceeding the established weight and size limits. In case of selecting the wrong vehicle due to exceeding luggage size or weight limitations, there will be additional charges for accommodating the excess baggage. Regrettably, we cannot provide refunds for any additional charges incurred due to vehicle adjustments.

5.7. For more information about our fleet and specific vehicle capacities, please refer to the Fleet section on our website.
To ensure a seamless and stress-free travel experience, we encourage passengers to review their luggage dimensions and vehicle selection carefully.

6. Cancellation Policy

6.1. Our cancellation policy is structured to accommodate different timings. Should a passenger wish to cancel a booking, specific fees will apply based on the timing of the cancellation, ensuring fairness and understanding for both parties.

6.2. Missed Flights and Travel Insurance:
Tappaxi does not accept any responsibility for missed flights due to traffic delays, accidents, breakdowns, severe weather conditions, or any unforeseen circumstances. Passengers are advised to plan to arrive at the airport with ample time before flight departure to account for unpredicted delays. To ensure smooth travel, passengers should factor in a three-hour timeframe for their airport arrival before their flight’s departure. It is recommended that passengers have adequate travel insurance prior to booking to mitigate such situations.
Passengers who opt for alternative transportation and do not wait for their driver will not be refunded for incurred costs.

7. Complaints

7.1. To facilitate the resolution of concerns, passengers are strongly encouraged to submit complaints directly to Tappaxi Ltd within 14 days of their journey. This approach ensures a swift resolution and an enhanced service quality.

7.2. We promote real-time reporting of issues during the utilization of our services, enabling immediate action and resolution. Passengers can contact us via email at complaints@tappaxi.com to initiate the complaint resolution process, further fostering a positive and seamless experience for our passengers.

7.3. Tappaxi Ltd is committed to promptly addressing all complaints. We aim to process all complaints within 7 working days to ensure a timely resolution for our valued passengers.

8. Liability

8.1. Recognising that certain factors might be beyond our control, Tappaxi accepts no liability for losses resulting from unforeseen delays. This acknowledges the dynamic nature of transportation and the potential impact of external circumstances.

8.2. Passengers embark on their journey at their own risk, and while we take every precaution to ensure a safe and comfortable ride, Tappaxi Ltd cannot be held liable for personal injuries, damage to property, or loss experienced during the journey.

9. Amendments and Disputes

9.1. In the interest of maintaining a relevant and current framework, Tappaxi reserves the right to make amendments to these Terms and Conditions. This clause provides flexibility to accommodate potential changes in business practices.

9.2. Disputes and claims must be raised within 21 days of the booking pickup date. This timeframe ensures timely resolution and clarifies the period during which disputes will be addressed in accordance with our Dispute Resolution Policy.

10. Contract

10.1. By initiating a booking with Tappaxi Ltd, the first-named person on the booking implicitly agrees on behalf of all individuals listed in the booking to adhere to these Terms & Conditions. This agreement underscores the importance of understanding and accepting the terms before proceeding with the booking.

10.2. Acknowledging the sensitivity of personal data, passengers’ consent to our use of such data is essential, aligning with our Privacy Policy and ensuring the responsible handling of information. Passengers booking a taxi service are authorised to disclose the personal details of all individuals on the booking, highlighting the need for accurate information for effective service delivery.

11. Booking Information and Changes

11.1. Ensuring the accuracy of booking details is crucial to streamline the transportation process, reducing misunderstandings and ensuring a smooth experience for both passengers and drivers.

11.2. It is important to give us your arrival day and time in the UK, not when you’re departing.

11.3. Should any errors arise in the booking information, passengers are urged to promptly notify Tappaxi, enabling swift rectification and avoiding any potential complications.

11.4. Should your flight encounter substantial delays, please notify us at your earliest opportunity.

11.5. Please use the app and website to amend your bookings; refrain from making changes with the driver.

12. Payment Processing and Security

12.1. The timely and complete payment for services is necessary to confirm the booking and secure the intended transportation. This clause outlines the requirement for responsible financial transactions.

12.2. Tappaxi Ltd uses the secure payment processing services of Stripe to handle credit/debit card transactions, ensuring the protection of payment information and adherence to industry security standards.

13. Changes and Cancellations

13.1. Understanding the various scenarios that might lead to changes or cancellations, this section clarifies the associated charges based on the timing of such actions. This ensures transparency and informed decision-making for passengers.

We understand that plans can change, and we aim to provide flexibility to our customers. Our cancellation policy is as follows:
Cancellations made up to 12 hours before the scheduled pickup time will be eligible for a full refund.

Cancellations made within 12 hours of the scheduled pickup time will not be eligible for a refund.

Upon cancellation, we will send you a confirmation email to verify that your booking has been cancelled. Please note that the refund may take up to 5 working days to be processed and reflected on the original card payment method.

If the passenger does not appear for any reason, a refund will not be given.
Passengers who opt for alternative transportation and don’t wait for their driver won’t be refunded for incurred costs.

Should your flight encounter substantial delays, we request you notify us at your earliest opportunity.

14. Law and Jurisdiction

14.1. This section establishes the Terms and conditions’ legal framework, reinforcing that they fall under English law.

14.2. The jurisdiction of English courts for resolving disputes underscores the commitment to a consistent and reliable legal recourse mechanism.

15. Journey Times and Information

15.1. Offering insight into journey times for planning purposes, this acknowledgement that times might vary due to external factors such as traffic or weather ensures passengers are well-informed and prepared.

15.2. While providing general information about taxi services, this clause clarifies that specific details may not be exhaustive, promoting clear expectations regarding the extent of provided information. The emphasis on service availability maintains transparency, preventing any misunderstanding about the availability of specific services

16. Pets

16.1. Notification during booking: Passengers must provide prior notification if they intend to travel with a pet. This should be communicated during the booking process. Failure to inform us about the presence of a pet during booking may disrupt your travel plans.

16.2. Assistance Dogs: By law, we are required to carry assistance dogs. Assistance dogs are permitted in our vehicles. Please note that assistance dogs are not required to be caged during the journey.

16.3. Caged/Boxed Pets: For the safety of all passengers and our drivers, it is mandatory to keep pets caged or boxed at all times during the journey. This regulation applies to all pets, irrespective of their size or temperament. The cage or box should be appropriately sized to ensure the pet’s comfort and the passenger’s convenience.

16.4. Failure to Abide: We accept no responsibility for any costs, inconveniences, or disruptions that may arise due to a failure to comply with this policy. Passengers who do not adhere to the caging/boxing requirement, fail to notify us of a pet during booking, or transport non-assistance dogs will be solely responsible for any associated consequences.

17. Vehicle selection

17.1 Illustrations of vehicle branding are for showcasing available car types. Actual cars may differ. Illustrations provide a general idea, but actual appearance may vary based on model and availability.

17.2 Tappaxi Ltd reserves the right to provide a complimentary upgrade if your selected vehicle isn’t available. Similarly, if a downgrade occurs, we’ll refund the price difference. Changes are influenced by many factors.

Business Customers

1. Payment for Services
A fundamental condition of this agreement is that all invoices shall be fully settled within seven working days from the invoice print date. If any invoice remains unpaid beyond the 7 -working days, all outstanding invoices shall become immediately due and payable.

2. Credit Check and Credit Limit
Before opening an account, the Company reserves the right to carry out a credit check on the Customer. The Company also retains the right to limit the total outstanding amount on the Customer’s account at any given time. Furthermore, the Company has the absolute right to refuse the creation of a business account for any reason it deems fit.

3. Lien
Tappaxi Ltd retains the right to exercise a lien over the Customer’s goods and/or property until payment in full for outstanding invoices has been received.

4. Resolution of Disputes and Governing Law
The parties involved in this agreement agree to submit exclusively to the jurisdiction of the Courts of England and Wales to resolve any disputes that may arise.

5. General
Any changes or modifications to this agreement must be made in writing and agreed upon by both parties. Failure to enforce any term of this agreement shall not be considered a waiver of rights. This agreement constitutes the entire understanding between Tappaxi Ltd and the Customer, supersedes all prior agreements, and cannot be altered without written consent from both parties.

By engaging in our services, the customer acknowledges and agrees to the terms and conditions set forth in this agreement.

Business interactions involving clients and Tappaxi Ltd are based on the terms and conditions outlined on this website. Placing an order denotes the client’s affirmation of these terms and conditions.

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Journey Details

Additional Information

Passengers & Luggage

Classic Meet & Greet

If you would like the driver to enter the arrivals hall immediately then please select Classic Meet & Greet.

Pick Up

We offer multiple pick up times to avoid waiting charges. Waiting charges are £30 per hour. We offer 1 hour complimentary waiting after your flight has landed

If you are traveling with a pet or having any other requests. Please add them here.

Flight Information

*Please fill in these details to save time and money. Please note these details will remain private and confidential and will NOT be visible to our drivers.

Personal Information