Plain-English terms for every journey.

Last updated 24 August 2026 · These terms apply to bookings made on or after that date. Nothing in them affects your statutory rights as a consumer.

1. Who you're dealing with

Your booking is with Get London Transfer Ltd, trading as Get London Transfer, a company registered in England and Wales (company number 16243331) with its registered office at 179-181 Lower Richmond Road, Richmond TW9 4LN. We are a licensed private hire operator (licence TfL 11588). In these terms "we", "us" and "our" mean Get London Transfer Ltd; "you" means the person who makes the booking and every passenger travelling under it.

You can contact us any time on 020 8888 9988, by WhatsApp on the same number, or by email at support@getlondontransfer.co.uk.

2. A few definitions

• Booking — a journey we have confirmed to you in writing (normally by email) with a GLT- reference number.
• Fare — the fixed price stated on your confirmation.
• Deposit — the 30% part-payment you can choose to make by card when booking, with the balance paid later.
• Pick-up time — the time on your confirmation, or for airport arrivals the actual landing time of your flight.
• Lead passenger — the person named on the booking, whose name appears on the driver's board and who we contact on the day.
• Driver — the licensed private hire driver who carries out your journey, whether employed by us, self-employed and working through us, or supplied by a licensed partner operator on our behalf.

3. Making a booking

3.1 You can book online at getlondontransfer.co.uk, by WhatsApp, by phone or by email. A booking exists only once we have sent you a confirmation with a reference number. A quote on its own is not a booking.

3.2 Please check your confirmation as soon as it arrives. You are responsible for the accuracy of the details you give us — addresses, terminal, date and time, flight number, number of passengers and amount of luggage, and any child seats or special requirements. If anything is wrong, tell us straight away and we will correct it.

3.3 If the number of passengers or the amount of luggage on the day is more than you booked, and the vehicle can't take it safely and legally, we will do our best to send an additional or larger vehicle at the applicable fare, but we can't guarantee one at short notice.

3.4 We accept bookings up to the moment of travel subject to availability, but we recommend booking at least 24 hours ahead for airport pick-ups and 48 hours ahead for cruise, long-distance and group journeys.

3.5 The person making the booking must be at least 18 and, by booking, confirms they are authorised to accept these terms on behalf of every passenger.

4. Fares and what's included

4.1 Your fare is fixed. The fare on your confirmation is the total you will pay for the journey as booked. It does not change because of traffic, weather, road closures, the time of day, or how long the journey takes.

4.2 Included in every fare: the driver and vehicle for the journey as booked; all tolls, congestion and clean-air charges and airport drop-off or pick-up fees on the route; Meet & Greet in the arrivals hall for airport pick-ups; flight tracking; and waiting time as set out in section 8. There are no card fees, night surcharges, bank-holiday premiums or per-bag charges.

4.3 Not included (and payable in addition, always at the rate stated here or agreed with you first): waiting beyond the included allowance (section 8); additional stops, detours or address changes requested after booking that add to the journey (section 6); the reasonable cost of cleaning or repair if a vehicle is soiled or damaged by a passenger (section 10); and any parking charges incurred because you asked the driver to wait somewhere other than the pick-up address.

4.4 Fares are quoted and charged in pounds sterling and are the full amount payable; where VAT applies it is included in the fare shown.

4.5 Published sample fares on our website are for the vehicle, route and passenger numbers stated and are correct at the time of publication. Your confirmed fare is the one that applies to your booking.

5. Paying for your journey

5.1 You can pay in one of these ways, chosen at booking:

• Card in full — by debit or credit card through our payment provider, Stripe, at the time of booking.
• Card deposit — 30% of the fare by card at the time of booking, with the balance payable before or at the time of travel by the method shown on your confirmation. We may send a reminder for the balance before your journey.
• PayPal — in full at the time of booking.
• Cash to the driver — in pounds sterling at the end of the journey, where this option is offered for your journey.
• Account — for approved business customers, on the invoicing terms of their account agreement.

5.2 Card and PayPal payments are processed by Stripe and PayPal respectively. We never see or store your full card details.

5.3 If a deposit or balance payment fails or is reversed, we will contact you. We may cancel a booking that remains unpaid at the time of travel and treat it under section 7.

5.4 A receipt is emailed automatically for every card or PayPal payment. VAT invoices and receipts for cash payments are available on request from support@getlondontransfer.co.uk.

6. Changing a booking

6.1 You can change the time, date, addresses, flight number, passenger numbers, luggage or vehicle of a booking by contacting us with your reference. Changes are free and are subject only to availability.

6.2 If a change alters the route, distance, vehicle class or timing in a way that affects the fare, we will tell you the new fare before we confirm the change. You can decline the change and keep the original booking.

6.3 On the day of travel, please phone us rather than emailing — it's the only way to be sure the driver is updated in time.

6.4 A change to the pick-up date counts as a change, not a cancellation, provided we can accommodate it.

7. Cancelling and refunds

7.1 You can cancel a booking by phone, WhatsApp or email with your reference. Cancellation takes effect when we receive it, and we will confirm it in writing. What you pay depends on how much notice you give us before the pick-up time:

7.2 Refunds go back to the card or PayPal account you paid with, normally within 5 to 10 working days of our confirmation, depending on your bank.

7.3 If your flight is cancelled or you are rebooked by the airline, tell us as soon as you know. We will move your booking to the new arrival at no charge wherever we can, and if we can't, we will treat it as a cancellation with the notice counted from when you told us.

7.4 If we cancel. In the rare event that we cannot provide a vehicle, we will tell you as early as possible, refund everything you have paid in full, and help you find an alternative. Our liability beyond that is set out in section 13.

7.5 Because a journey is a service performed at a specific time, the 14-day cancellation period that applies to many online purchases does not apply to passenger transport bookings. The notice periods above apply instead.

8. Airport pick-ups, flight tracking and waiting

8.1 For airport pick-ups we track the flight number you give us. Your pick-up time is the actual landing time, whether that is earlier or later than scheduled, at no extra charge. This only works if the flight number on your booking is correct — please check it.

8.2 Your driver waits in the arrivals hall holding a board with the lead passenger's name. Your driver's name, phone number and vehicle details are sent to you before travel. Never accept a lift from anyone who doesn't match them.

8.3 Waiting time included. For airport pick-ups, 60 minutes from the actual landing time. For all other pick-ups, 15 minutes from the booked pick-up time.

8.4 Waiting beyond that is charged at £10 per 15 minutes (or part thereof), payable to the driver or added to your balance. If you know you will be delayed — a long immigration queue, a lost bag — call us; we can often hold the driver at no charge if we know in time.

8.5 If your flight is diverted to another airport, or you miss a connection, call us as soon as you can. We will do everything reasonable to rearrange your pick-up. Any additional cost will be agreed with you first.

8.6 Departures. For journeys to an airport or port you are responsible for choosing a pick-up time that allows for check-in, security and reasonable traffic. We are happy to advise, and we will always suggest a time we consider safe, but the decision and the risk of a tight schedule are yours.

9. No-shows

9.1 A no-show is when the driver has arrived at the agreed pick-up point at the agreed time, has waited for the included waiting time, has tried to contact the lead passenger on the number provided, and we have not been able to reach you.

9.2 A no-show is charged at 100% of the fare, and any deposit is not refundable.

9.3 It is almost always avoidable: if you can't find your driver, stay where you are and call the driver or us on 020 8888 9988 before doing anything else. Please make sure the phone number on your booking is one that will work in the UK when you land.

10. What we ask of passengers

10.1 Wear a seat belt. It's the law, and the driver can't move off until everyone has.

10.2 No smoking or vaping in any vehicle — again, the law. No eating without asking the driver, and no alcohol or illegal drugs consumed on board.

10.3 Children must travel in a suitable child seat where one has been provided; where none is available, the law allows children to travel in a licensed private hire vehicle in the rear seat, with children aged 3 and over wearing the adult seat belt. Please request seats at booking.

10.4 Declare luggage honestly and don't ask the driver to carry more than the vehicle can take safely. Drivers will help with bags but can't lift anything unreasonably heavy.

10.5 Be respectful to your driver. Drivers may refuse to carry, or may end a journey with, any passenger who is abusive, threatening, violent, dangerously intoxicated or who behaves in a way that puts anyone at risk. The full fare remains payable.

10.6 If a passenger soils or damages a vehicle, you will be charged the reasonable cost of cleaning or repair and, where the vehicle is off the road as a result, the driver's reasonable lost earnings. We will send you an itemised account.

11. What you can expect from us

11.1 Every journey is pre-booked through a licensed private hire operator and carried out by a licensed driver in a licensed, insured vehicle. Where we use a licensed partner operator or driver to fulfil your booking, we remain responsible to you for the journey under these terms.

11.2 We may substitute a vehicle of the same or a higher class than the one booked at no extra cost. We will never substitute a smaller one without your agreement.

11.3 Your driver will be at the pick-up point at the agreed time. If, exceptionally, a driver is running late, we will tell you as soon as we know, give you an honest estimate, and offer you the option to cancel without charge if the delay is unreasonable.

11.4 We will treat your personal information as described in our privacy policy.

12. Delays outside anyone's control

12.1 We do everything reasonable to be on time and to get you there on time, including allowing for normal traffic. But severe weather, accidents, road closures, strikes, airport or port disruption, security incidents and similar events can delay any road journey, and we cannot control them.

12.2 Where a delay is caused by events outside our reasonable control, we are not liable for its consequences (for example a missed flight or sailing), although we will always do what we can to help, including rerouting and keeping you informed. Your fare remains fixed however long the journey takes.

13. Liability

13.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit or exclude.

13.2 Every vehicle is insured for hire and reward as the law requires, and we hold public liability insurance.

13.3 Subject to 13.1, if we fail to provide the journey, or provide it late, through our own fault, our liability to you is limited to the fare for that journey plus any reasonable, evidenced cost of an equivalent alternative journey that we agreed with you at the time.

13.4 Subject to 13.1, we are not liable for indirect or consequential losses — for example missed flights, sailings, connections, events or meetings, or accommodation you cannot use — except where they result directly from our negligence and were reasonably foreseeable when you booked. We strongly recommend travel insurance for any journey where a delay would be costly.

13.5 Luggage is carried at your risk unless loss or damage is caused by our negligence. Please keep valuables, medication and documents with you in the cabin.

14. Lost property

If you leave something in a vehicle, contact us with your booking reference as soon as you notice. We will check with the driver and, where the item is found, arrange for you to collect it or have it returned; postage or the cost of a return journey to deliver it will be agreed with you first. Items are held for 28 days.

15. Complaints

Email support@getlondontransfer.co.uk with your booking reference and what happened. We acknowledge every complaint within two working days and aim to resolve it within 14 days. If you remain dissatisfied, licensed private hire operators in London are regulated by Transport for London's Taxi and Private Hire team, who can be contacted via tfl.gov.uk/contact.

16. Your information

We use the information you give us to provide the journey, and for nothing else without your permission. Licensing rules require us to keep a record of every booking, including the passenger name and journey details, for at least 12 months. Our privacy policy explains what we collect, why, who we share it with (for example your driver, and our payment providers) and your rights.

17. General

17.1 These terms, your confirmation and our privacy policy are the whole agreement between us for your booking.

17.2 If any part of these terms is found to be unenforceable, the rest still applies.

17.3 We may update these terms from time to time. The version in force when you book is the one that applies to that booking.

17.4 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you live in Scotland or Northern Ireland you may also bring proceedings in your own courts.

17.5 Nothing in these terms affects your statutory rights as a consumer.