Terms & Conditions

Terms & Conditions

Last updated: 19/10/2025

Company: OTS Taxi Limited (“we”, “us”, “our”)

Registered address: Unit A, First Floor Offices, Brooklands Approach, Brooklands House, Romford, Essex RM1 1DX London / United Kingdom

Company no.: 06783060

Email: [email protected]

Phone: +443001316781

1. Definitions

Booking: A reservation for transport services placed via our website, app, email, or phone.

Passenger/You: The person(s) travelling or placing a booking.

Driver: A licensed driver engaged by us or by a third-party supplier.

Supplier: A third-party platform (Bye Airport) we partner with to deliver services (some designated “Preferred Suppliers”).

Meet & Greet (M&G): A paid pickup service inside a terminal or designated meeting point with a name sign.

Pickup Time: The booked date and time shown on your confirmation.

Local Time: The time zone of the pickup location.

2. Scope

These Terms apply to all bookings you place with us. By booking, you confirm you are 18+ and authorised to accept these Terms for your party.

3. Booking, Confirmation & Changes

3.1 Accuracy. You must provide accurate details (names, flight/train numbers, addresses, phone, email, passengers, luggage, child seats, accessibility needs).

3.2 Confirmation. A booking is confirmed when we issue a booking reference (e.g., “UQ4DS9-1669”).

3.3 Changes. Amendments to time, route, vehicle or extras are subject to availability, price adjustments and these Terms. After the trip starts, changes are at the driver’s discretion and may incur extra charges.

3.4 Assignment. Bookings may be fulfilled by our drivers or by a Supplier. We may auto-assign bookings to Preferred Suppliers by region.

4. Pricing & Payment

4.1 Prices. Shown before you pay; may vary by time/date, route, vehicle, extras and demand.

4.2 Payment. Usually collected at booking. Where permitted, we may authorise your payment method and later adjust for agreed extras (e.g., additional waiting, detours).

4.3 Receipts/Invoices. Provided electronically to the email on file.

4.4 Currency. Charges are in GBP unless stated otherwise.

5. Cancellations & Refunds

5.1 Cancellation by us. If we cannot provide the service for a reason within our control (e.g., vehicle failure, driver unavailability), you receive a full refund.

5.2 Cancellation by you (based on Pickup Time, Local Time).

– More than 24 hours before: Full refund.

– Within 24 hours: No refund (non-refundable window).

– No-show: If the driver attends the pickup and you are not present/reachable, no refund.

5.3 Billing errors. Report incorrect charges within 7 days; verified overcharges are refunded for the difference.

5.4 Refund timing. Approved refunds are processed in 5–7 business days to the original payment method; your bank may take longer to post funds.

6. Meet & Greet (M&G)

6.1 Arrival timing. If the flight lands earlier than the scheduled Pickup Time, the driver arrives at the scheduled Pickup Time. If the flight lands later, the driver arrives within 20 minutes of actual landing.

6.2 Included waiting. 60 minutes of waiting begins when the driver arrives/stands by at the meet point.

6.3 Extra waiting. After the included period, additional waiting is charged at £6.00 per 15 minutes (rounded to the next 15-minute block).

6.4 Greeting. Driver greets inside the terminal/designated point with a clear name sign showing the full passenger name.

6.5 Not found. If the passenger is not located within the included waiting time, the Supplier/driver must contact us for instructions before leaving or charging extras.

6.6 Commission note (M&G). We may receive commission from the first Meet & Greet amount paid by the passenger; any additional waiting or extra M&G charges paid on-site to the Supplier are passed through without commission.

7. Waiting Time (non-M&G), No-shows & Grace

7.1 Standard pickups. A grace period of up to 15 minutes applies before extra waiting charges apply at the stated rate.

7.2 No-show. If the driver attends the confirmed pickup point and cannot reach you via the provided contact details, the trip may be closed as a no-show and is non-refundable.

8. Communication & Telephone Masking

For privacy and safety, we use telephone masking. Passenger and driver can call/message each other only after a driver is assigned. Keep your phone on and accessible around the pickup time.

9. Luggage, Child Seats & Accessibility

9.1 Luggage. Must fit safely in the chosen vehicle. Oversized/extra luggage may require an upgrade at your cost.

9.2 Child seats. Available in some regions when requested at booking; local laws apply. You are responsible for correct installation where required.

9.3 Accessibility. Tell us your needs at booking. We will do our best to accommodate or advise alternatives.

10. Conduct & Safety

Drivers may refuse transport to anyone who is abusive, intoxicated, poses a safety risk, or requests illegal activity. Seatbelts must be worn where required. Eating/drinking/smoking/vaping restrictions follow local laws and vehicle rules. Damage to vehicles caused by passengers may be charged at cost (cleaning/repair).

11. Delays & Force Majeure

We are not responsible for delays or failures caused by events outside our reasonable control (e.g., extreme weather, traffic, accidents, road closures, strikes, security incidents, public events). We will make reasonable efforts to inform you and minimise disruption.

12. Liability

Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law. Subject to the above, our total liability for a booking is limited to the amount you paid for that booking. We are not liable for indirect or consequential loss (e.g., missed flights, lost business). Always allow sufficient time for travel.

13. Supplier Network

We may sub-contract a booking to a Supplier. We vet Suppliers but do not guarantee their continuous availability. Where a Supplier provides the service, the Supplier is responsible for driver licensing, vehicle safety/insurance, and local regulatory compliance.

14. Data Protection & Privacy

We process your data in line with our Privacy Policy (link). This includes sharing necessary details with Suppliers and using telephone masking. You consent to receive service communications (booking updates, driver assignment, receipts). Marketing communications require separate consent and can be withdrawn at any time.

15. Complaints

If something goes wrong, email [email protected] with your booking reference, what happened, and any evidence (receipts/screenshots). We aim to respond within 2 business days and resolve promptly.

16. Changes to these Terms

We may update these Terms from time to time. The version published on our website at the time of your booking applies to that booking.

17. Governing Law & Jurisdiction

These Terms are governed by the laws of England & Wales. The courts of England & Wales shall have exclusive jurisdiction, unless mandatory consumer law in your country provides otherwise.