Terms & Conditions

These Terms & Conditions apply to private hire passenger transport services booked with Yellow Cars WM Limited, including local journeys, airport transfers, long-distance journeys and account bookings.

By making a booking with us, the person making the booking agrees to these Terms & Conditions on behalf of themselves and, where appropriate, the passengers travelling under that booking.

1. Definitions

In these Terms & Conditions:

“Company”, “we”, “us” or “our” means Yellow Cars WM Limited.

“Customer”, “passenger”, “you” or “your” means the person making the booking and/or any passenger travelling under that booking.

“Booking” means a journey request accepted by us by telephone, website, app, email, account system or another booking method approved by us.

“Journey” means a private hire journey supplied by us, including local journeys, airport transfers, long-distance journeys and account work.

“Booked Pickup Time” means the time agreed with us for collection.

2. Private hire bookings

2.1 All private hire journeys must be pre-booked through Yellow Cars WM Limited.

2.2 The contract for the provision of the booked private hire journey is between the customer and Yellow Cars WM Limited.

2.3 Customers are responsible for supplying accurate booking information, including:

• Pickup address;
• Destination;
• Date and time;
• Passenger numbers;
• Contact telephone number;
• Luggage requirements;
• Any accessibility or special vehicle requirements; and
• Flight details where applicable.

2.4 Customers should check their booking confirmation and notify us as soon as possible if any information is incorrect.

2.5 Changes to a booking are subject to availability and may result in a change to the fare.

2.6 A driver cannot independently alter or accept a private hire booking outside the Company's booking arrangements.

3. Fares, quotations & payment

3.1 Fares are calculated using the booking information supplied by the customer.

3.2 A quotation is based on the pickup point, destination, number of passengers, vehicle required and other information supplied at the time of booking.

3.3 Additional charges may apply where the customer subsequently requests:

• Additional stops;
• A different destination;
• Significant route changes;
• Additional waiting time;
• A larger vehicle;
• Additional pickups or drop-offs; or
• Services not included in the original quotation.

3.4 Airport parking, tolls, congestion charges, clean-air charges, drop-off charges and similar third-party charges may be added where they are not included in the original quoted price.

3.5 Customers will be informed of applicable fares or the basis on which they are calculated before or at the time of booking, where reasonably practicable.

3.6 Payment must be made using a payment method accepted by us.

3.7 Account customers may be subject to separate account payment terms in addition to these Terms & Conditions.

4. Local private hire journeys

4.1 Four-minute free waiting period

For local and other non-airport pickups, passengers receive the first 4 minutes of waiting time free of charge.

Where the vehicle arrives on or before the booked pickup time, the 4-minute free period begins at the booked pickup time.

Where the vehicle arrives after the booked pickup time, the 4-minute free period begins when the vehicle arrives at the pickup location.

4.2 Waiting charges

Once the 4-minute free waiting period has expired, waiting time will automatically become chargeable at our current waiting-time rate.

Waiting charges continue until the passenger enters the vehicle and the journey commences, or until the booking is cancelled or classified as a no-show.

Passengers are therefore advised to be ready to travel at their booked pickup time.

4.3 No-show – local journeys

Where the passenger does not attend the pickup point within a reasonable period after the booked time and reasonable attempts to contact the passenger have been unsuccessful, we may classify the booking as a no-show.

A no-show charge may be applied up to the value of the booked journey together with waiting or other reasonable charges already incurred.

4.4 Additional stops

Additional stops, pickups or drop-offs not included in the original booking may result in an additional charge.

Any additional stop is subject to reasonable operational availability.

4.5 Change of destination

Where a passenger changes their destination after the journey has commenced, the fare may be recalculated to reflect the revised journey.

5. Airport transfers

5.1 Flight details

Customers booking an airport collection should provide:

• Correct flight number;
• Arrival airport;
• Arrival terminal where known; and
• A working mobile telephone number.

Customers must notify us as soon as reasonably possible if their flight details change.

5.2 Flight monitoring

Where a valid flight number has been supplied, we will normally monitor publicly available flight information.

Where possible, vehicle dispatch will be adjusted to take account of an early or delayed landing.

Flight monitoring does not remove the passenger's responsibility to notify us of significant changes, cancellations, missed connections or flight diversions where they are aware of them.

5.3 Airport waiting time

Unless different waiting arrangements are expressly stated when booking, an airport arrival booking includes up to 60 minutes of complimentary waiting time from the flight's recorded actual landing time.

After the 60-minute complimentary period, additional waiting time will be charged at our current airport waiting-time rate.

Any additional airport parking or access charges incurred because of extended waiting may also be added to the fare.

5.4 Immigration, passport control & baggage delays

The 60-minute airport waiting allowance is intended to provide reasonable time for passengers to clear immigration, collect baggage and reach the agreed meeting point.

Passengers experiencing unusually long delays at passport control, baggage reclaim or customs should contact us as soon as possible.

Where the passenger keeps us informed, we will make reasonable efforts to continue waiting, subject to driver and vehicle availability. Additional waiting and parking charges may apply after the free waiting period.

5.5 Passenger contact

Passengers should switch on their mobile telephone after landing and ensure that they can receive calls or messages.

Where instructions have been provided asking the passenger to contact us after collecting their luggage, the passenger should do so before leaving the terminal.

Passengers should not leave the agreed airport collection point without contacting us.

5.6 Airport no-show

Where the included waiting period has expired, the passenger cannot be contacted after reasonable attempts and we have received no communication from them, the booking may be treated as a no-show.

The journey may then be charged up to the full booking value together with waiting, parking or other reasonable charges already incurred.

6. Delayed, cancelled or diverted flights

6.1 Delayed flights

Where we have been supplied with a valid flight number, we will make reasonable efforts to adjust the collection to the revised landing time.

There is normally no requirement for the customer to contact us regarding an ordinary flight delay where the flight number remains unchanged.

6.2 Significant delays

Where a flight is substantially delayed, we will make reasonable efforts to provide the booked service at the revised arrival time.

However, extremely long delays may affect driver or vehicle availability.

Where we cannot reasonably provide the original service because of a substantial delay, we will contact the customer where possible to agree alternative arrangements.

6.3 Cancelled flights

Customers should notify us as soon as possible if their flight is cancelled.

Any refund or cancellation charge will depend upon when we are notified and whether costs have already reasonably been incurred in providing the booking.

6.4 Diverted flights

If a flight is diverted to another airport, the original booking does not automatically include transportation from the diversion airport.

We will, where possible, offer a revised collection.

A revised fare may apply depending upon the alternative airport, mileage, waiting time and vehicle availability.

7. Airport departures

7.1 Customers are responsible for choosing a pickup time that provides sufficient time to reach the airport.

7.2 Customers should take into account:

• Expected journey time;
• Traffic conditions;
• Airport check-in requirements;
• Security queues;
• Airline recommendations; and
• Possible unforeseen delays.

7.3 We may provide suggested pickup times, but these are guidance only.

7.4 The customer remains responsible for deciding how much time to allow before their flight.

7.5 We will use reasonable care and skill in providing the journey but cannot guarantee arrival at an airport at a particular time where circumstances outside our reasonable control cause unavoidable delay.

8. Cancellations

8.1 Local journeys

Customers should cancel local journeys as soon as they know the vehicle is no longer required.

A cancellation charge may apply where:

• A vehicle has already been dispatched;
• A driver has travelled towards the pickup;
• The vehicle has arrived at the pickup point; or
• The cancellation is made at such short notice that reasonable costs have already been incurred.

The amount charged will reflect the circumstances of the cancellation and may be up to the booked fare where the vehicle has already attended or the booking amounts to a no-show.

8.2 Airport & long-distance journeys

Unless different cancellation conditions are stated at the time of booking:

More than 24 hours before pickup: the journey fare will normally be refundable.

Less than 24 hours before pickup: the booking may be charged up to 100% of the booked fare, particularly where a vehicle or driver has already been specifically allocated.

8.3 How to cancel

A booking should be cancelled through Yellow Cars WM Limited using an approved booking or contact method.

A passenger should not rely solely upon informing the driver.

8.4 Refunds

Where a refund is due, it will normally be returned to the original payment method.

Any unavoidable third-party costs already incurred specifically for the booking may be deducted where lawful.

Nothing in this section affects a customer's statutory consumer rights.

9. No-shows

A booking may be classified as a no-show where:

• The passenger does not attend the agreed pickup point;
• The passenger cannot be contacted after reasonable attempts;
• The passenger leaves the agreed pickup point without notifying us;
• An incorrect pickup address has been supplied and the driver has attended that address; or
• The passenger decides not to travel after the vehicle has been dispatched or has arrived.

A no-show may be charged up to the full journey price together with waiting, parking and other reasonable costs incurred.

10. Delays & estimated arrival times

10.1 Pickup times, journey times and estimated arrival times are estimates unless expressly agreed otherwise.

10.2 We will make reasonable efforts to provide vehicles at the requested time.

10.3 Delays may occur because of circumstances including:

• Traffic congestion;
• Road closures;
• Road traffic collisions;
• Severe weather;
• Police incidents;
• Emergency roadworks;
• Major events;
• Airport disruption; or
• Unexpected vehicle breakdown.

10.4 Where disruption occurs, we will take reasonable steps to minimise its effect and, where appropriate, keep the customer informed.

11. Passengers & vehicle capacity

11.1 The number of passengers must not exceed the licensed seating capacity of the vehicle.

11.2 Drivers will not carry more passengers than the vehicle is legally permitted to carry.

11.3 Customers requiring a larger vehicle should specify the number of passengers and luggage when booking.

11.4 We reserve the right to supply a different vehicle of equivalent or greater passenger capacity where operationally necessary.

12. Luggage

12.1 Customers must advise us when booking if they are travelling with unusually large quantities of luggage or bulky items.

12.2 This includes items such as:

• Large suitcases;
• Pushchairs;
• Wheelchairs;
• Mobility equipment;
• Sports equipment; and
• Other oversized items.

12.3 Luggage must fit safely within the vehicle without obstructing the driver or compromising passenger safety.

12.4 Where luggage was not declared and cannot safely fit in the booked vehicle, a larger vehicle may be required and additional charges may apply.

13. Children & child seats

13.1 Customers travelling with children should inform us when booking.

13.2 Where we offer child seats, these must be requested in advance and are subject to availability.

13.3 Customers may provide their own suitable child restraint where appropriate.

13.4 The responsible adult travelling with the child remains responsible for complying with applicable child-restraint requirements, subject to any legal duties placed upon the driver or operator.

14. Accessibility & assistance dogs

14.1 Customers are encouraged to tell us about accessibility requirements when booking so that we can arrange a suitable service where necessary.

14.2 We will comply with applicable legal obligations concerning disabled passengers, wheelchair users and assistance dogs.

14.3 No term in these Terms & Conditions is intended to restrict or remove a passenger's statutory accessibility rights.

15. Passenger behaviour

Passengers must behave reasonably and must not endanger:

• The driver;
• Other passengers;
• The vehicle; or
• Other road users.

The following are prohibited:

• Smoking or vaping inside the vehicle;
• Violence or threats of violence;
• Abusive, threatening or discriminatory behaviour;
• Deliberate damage;
• Carrying illegal substances; and
• Carrying dangerous or unlawful items.

A driver may refuse to commence or may terminate a journey where they reasonably believe that continuing the journey would be unsafe or unlawful.

Where a service cannot be completed because of serious passenger misconduct, the journey may remain chargeable.

16. Alcohol & intoxicated passengers

Passengers who have consumed alcohol may travel provided their behaviour does not present a safety risk.

A driver may refuse to carry or may terminate the journey of a passenger whose level of intoxication, aggression or behaviour creates a reasonable safety concern.

Passengers must not consume alcohol in a vehicle unless expressly permitted by us and lawful to do so.

17. Vehicle soiling, damage & cleaning

Customers may be responsible for the reasonable costs resulting from damage or exceptional soiling caused by themselves or passengers travelling under their booking.

This includes:

• Vomiting or sickness;
• Spillages requiring specialist cleaning;
• Damage to seats or interior trim;
• Deliberate damage;
• Damage to equipment or fittings; and
• Excessive soiling beyond normal use.

Where appropriate, a reasonable cleaning or repair charge may be applied.

Where serious damage or contamination results in the vehicle being taken out of service, reasonable directly resulting losses may also be sought where legally recoverable.

18. Lost property

Passengers are responsible for checking that they have all personal belongings before leaving the vehicle.

Where property is found, we will deal with it in accordance with our procedures and applicable licensing requirements.

Customers should contact us as soon as possible if they believe an item has been left in a vehicle.

We cannot guarantee that lost property will be found.

Reasonable postage, delivery or other costs may be charged where the customer asks us to return an item.

19. Business & account customers

19.1 Approved account customers may book journeys subject to separate account terms.

19.2 Account holders are responsible for bookings properly made by persons authorised to use their account.

19.3 Account journeys may be subject to:

• Agreed payment terms;
• Credit limits;
• Administration charges;
• VAT where applicable; and
• Separate invoicing arrangements.

19.4 We may suspend an account where invoices become overdue, the credit limit is exceeded or the applicable account terms are breached.

20. Events outside our reasonable control

We are not responsible for failure or delay caused by events outside our reasonable control where we have taken reasonable steps to avoid or minimise the effect of those events.

Such events may include severe weather, exceptional traffic disruption, road closures, major accidents, civil emergencies, airport closures, security incidents and other circumstances that could not reasonably have been avoided.

Where such an event affects a booking, we will make reasonable efforts to minimise disruption and provide an alternative where reasonably practicable.

21. Our responsibility to customers

Yellow Cars WM Limited accepts responsibility for bookings accepted by us and for arranging and providing the private hire transportation service.

We will provide our services with reasonable care and skill.

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or a customer's statutory consumer rights.

We will not normally be responsible for losses that could not reasonably have been foreseen when the booking was made.

Customers should allow adequate time for flights, trains, appointments and other time-critical connections.

22. Complaints

If a customer is dissatisfied with a journey or service, they should contact Yellow Cars WM Limited as soon as reasonably possible.

Customers should provide, where available:

• Booking reference;
• Date and time of journey;
• Pickup and destination;
• Passenger name; and
• Details of the complaint.

We will investigate complaints and respond as appropriate.

Nothing in these Terms & Conditions prevents a customer from contacting the relevant licensing authority or exercising their statutory rights.

23. Personal information & data protection

We process personal information for purposes including:

• Accepting and managing bookings;
• Dispatching vehicles;
• Communicating with passengers;
• Processing payments;
• Customer service;
• Safety and security;
• Handling complaints; and
• Meeting legal and regulatory requirements.

Booking information may be provided to drivers and relevant service providers where reasonably necessary to fulfil the booking.

Personal information will be processed in accordance with applicable UK data protection law and our Privacy Policy.

24. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time.

Unless a change is required by law, the terms applying to a booking will normally be those in force when that booking was accepted.

The latest version will be available through our website or upon request.

25. Severability

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

26. Your statutory rights

Nothing contained in these Terms & Conditions affects any rights that a consumer has under applicable UK consumer protection legislation.

27. Governing law

These Terms & Conditions are governed by the laws of England and Wales.

Nothing in this clause removes any mandatory right a consumer may have regarding where legal proceedings may be brought.

Yellow Cars WM Limited

Website: yellowcarswm.co.uk
Email: info@yellowcarswm.co.uk

Effective from: September 2026