Terms & conditions
General Terms and Conditions
We “Alfa Cars” reserve the right to alter or change the terms & conditions of our services stated here at any time. By placing a Booking with us you agree LTD to be bound by these Terms; all Passengers are bound by these Terms whether or not they are the party making the Booking.
References in these Terms to “us” or ”we” or “our” or “the Company” refers to Alfa Cars LTD, and references to “you” or “your” or “the Customer” refers to the party making a Booking with us or any person acting on their behalf.
Set out below are the terms and conditions by which Alfa Cars LTD conduct its business with the Client (The account holder), the Passenger (the person travelling) and the Booker (the person booking journeys). Alfa Cars LTD reserves the right to vary these terms and conditions of trading without notice.
Alfa Cars Ltd set out to provide a safe reliable service to all of its customers.
We will always try to be fair and reasonable to our customers and promote goodwill where possible.
Whilst we will exercise all due care and consideration to carry out Client and/or Passenger instruction we will not be liable for any incidence or loss due to circumstances beyond our reasonable control.
Bookings:
The Company shall use all reasonable endeavours to get you to your destination on time, but shall not be responsible for any loss or damage due to delays. The Company always strives to deliver a reliable service. However sometimes cars cannot arrive at the time a customer has booked, for reasons beyond our control. If your car is running late, please contact our office immediately on 0208 7400 400 and we will do our best to tell you why your car is late and advise you of approximate arrival time.
It is the Customers responsibility to allow sufficient time for the journey and the Customer should allow additional time for delays and unexpected occurrences where the journey is important, especially if onward connections may be missed. Control Room staff may advise on average journey times but the decision and responsibility as to booking time ultimately lies with the Customer.
The Company will endeavour to book details correctly. However we will not be held responsible for any misunderstandings during telephone bookings between the booking telephonist and the customer resulting in late arrival of the vehicle, incorrect vehicle type or non arrival due to a cancelled booking. Under no circumstances shall the Company be liable (in contract or otherwise) for any loss of profits, business or for any indirect or consequential loss whatsoever.
All luggage or personal possessions are carried entirely at your risk. Drivers are instructed to take lost possessions left in their cars to our head office. The Company, where relevant and within its means will attempt to contact the customer and inform them of their lost possessions.
The Company is an agency for self-employed drivers and therefore will not be held responsible for driver’s activities outside our control. The Company passes to drivers personal information of customers to assist in gaining information of collection of customers and the location of the destination required. Alfa Cars LTD will not be held responsible for the drivers’ actions when using this information.
The Company shall be entitled to cancel all services in the event of a declared national emergency, riot, fuel shortage, industrial action, extreme weather or terrorist attack, or other circumstances beyond its control.
If the car breaks down during your journey the Company will endeavour to arrange an alternative car to complete the journey as soon as practicable.
When a customer desires to travel to a particular place, the driver will, unless specifically otherwise instructed by the Company travel by the route which is, in his opinion, the best and most convenient for motoring whether the route is shortest or not, and no allowance will be made to the customer on the ground that the route adopted is not actually the shortest.
The customer shall compensate the Company against all losses, costs, damages and expenses arising from any act or omission of any passenger in their party.
Insurance:
We are insured for passenger travel. This insurance is for public liability and does not constitute as travel insurance.
Disorderly Behaviour:
We reserve the right to refuse travel to anyone deemed to be a nuisance or danger to our passengers or employees. We may seek the help of the police to remove any offenders from our vehicles and will not pay compensation or refund in such circumstances.
Complaints:
If for some reason you are unhappy with the service, you should send your complaints to feedback@alfacars.co.uk, where a member of management will respond ASAP.
Payment (Account Customers):
Invoices shall be paid in full within 30 days of issue thereof. Should any invoice not be paid within 30 days any outstanding invoices shall immediately become overdue which will automatically put the account on hold.
The Customer shall not be entitled for any reason to withhold payment of invoices due to the Company and in particular shall not be entitled to do so in circumstances where the Customer is in dispute with the Company and/or claims money or compensation from the Company in respect of the Services
Payment The Client undertakes to pay invoices within the payment terms on the account application. Overdue amounts may incur admin fee at 2.5% above base lending rates.
Queries All queries are to be raised in writing within 14 days of invoice.
Customer Account Number:
The customer will be issued with an account number & some cases passwords which must be quoted on all bookings. The Company does not accept any responsibility whatsoever when security account numbers are used by unauthorised personnel and/or for unauthorised purposes.
Security of the account:
It is the responsibility of the Client to ensure adequate security to ensure that the facility is not abused. The account will be set up with minimal security measures unless the Client specifies their requirements in writing, Alfa Cars Ltd are able to set up various security measures with a prior request in writing from the Client. The Client will be liable to pay all bookings made on the account.
Credit Card Bookings:
There is a 5% surcharge on all card bookings and the customer has to show the driver the card on which payment is made. The customer must also show matching photo ID and the cardholder must be present.
Once a card has been verified for a customer they will be able to use that card without ID in all future transactions.
Maximum Passengers and Bags per vehicle:
Saloon- 1-4 passengers, 1-2 suitcases and 2 handbags.
Estate- 1-4 passengers, 3-4 suitcases and 2 handbags.
MPV:
1-4 passengers, 6 suitcases and 6 handbags.
5 passengers, 5 suitcases and 5 handbags.
6 passengers, 2 suitcases and 6 handbags.
7 seat minibus- 1-7 passengers, 8 suitcases and 8 handbags.
8 seat minibus- 1-8 passengers, 8suitcases and 8 handbags.
CASH BOOKINGS AND CREDIT AND DEBIT CARD BOOKING ADDITIONAL FEES:
All cash payments shall be made directly to the driver and the Company acts as agent for the driver when processing the cash booking. All cash bookings are accepted by the Company on behalf of the driver. Please note all our drivers are self-employed, and these terms shall be considered the terms of trading between the driver and the Customer.
The Company reserves the right to charge the Customer for any additional costs which may be incurred by the Company as a result of any variation from the Original Journey specified at the time of booking.
The Customer will be responsible for the conduct of all passenger(s) and shall pay for any loss and/or damage caused by such passenger(s) to the vehicle or any other property of the Company, including but not limited to cleaning costs following any spillage or soiling of the vehicle.
If the booking is cancelled upon arrival of the vehicle to collect the Customer of any passenger(s) a cancellation fee will be payable by the Customer to the Company.
Airport Pickups:
In relation to collections from airports/airport pickups; there is 45 minute car parking fees included. The Company will allow 45 minutes (starting from the landing time). Thereafter the Company reserves the right to charge the Customer for the waiting/loading time after the 45 minutes plus any additional car parking fees (minus the first 45 minutes).
Cancellations:
Alfa Cars Ltd assume a journey request is still valid until:
A Passenger or some one deemed to be representing the Passenger cancels the journey with a member of staff in the offices of Alfa Cars Ltd and receives confirmation by the member of staff that it is cancelled.
Our driver and or supporting staff have satisfied themselves that they are unable to pick the Passenger up for whatever reason.
Until then we will take all reasonable care to complete the booking. In the event of a cancellation of a journey Alfa Cars Ltd may charge for any costs incurred until the time when it is apparent that Alfa Cars Ltd have been satisfactorily informed of a cancellation of booking or Alfa Cars Ltd have been unable to contact the Passenger. Usually there would be no charge for a journey cancelled prior to dispatch. Where a journey is cancelled after the driver has been dispatched the Client may be liable for a charge. Where the driver is unable to find a Passenger after making all reasonable efforts the Client may be charged Where a Client or Passenger gives incorrect information regarding a pick up place or time or other relevant detail that results in a cost to our driver, the Client may be liable for a cancellation charge. Cancellation Charge A Cancellation Charge is calculated to pay for the time and miles and incidental costs of our driver when he is unable to pick up a passenger.
ASAP journeys- cancelation fees apply if the driver arrived at the pickup address.
Per bookings/local pickups- cancelation fees apply if the customer cancels 5 minutes or less before the booking and the driver is already dispatched.
Pre bookings/central London & Knightsbridge- cancelation fees apply if the customer cancels 10 minutes or less before the booking and the driver is already dispatched.
Pre bookings/outside our pickup area- cancelation fees apply if the customer cancels 20 minutes or less before the booking and the driver is already dispatched.
Pre bookings/outside M25- cancelation fees apply if the customer cancels 30 minutes or less before the booking and the driver is already dispatched.
Pre bookings/airport pickups- cancelation fees apply if the customer cancels after the driver has entered the car park.
The prices for cancellation are as follows:
Local- £5
Central London & Knightsbridge- £10
Outside our pickup area- £20
Outside M25- £30
Airport pickups- £20 + car parking fees
Changes to the Journey:
In the event that the Customer requires the Company during the course of the Original Journey to make any alternative pick up(s) or collection(s)of passenger(s) or goods from other locations during the course of the Original Journey or drop off any passenger(s) at other locations other than specified in the Original Journey or to take any variation for the Original Journey route specified at the time of booking, additional charges may be applied by the Company, at its then current charge rate, which is available on request.
In the event that the Customer requires more than 4 passengers to travel in a vehicle and has not specified this at the time of booking of the Original Journey additional charges may be levied by the Company, at its then standard charge rates, which are available on request for the provision of a larger vehicle or the carriage of additional passengers in excess of 4.
Changes to the Journey:
In the event that the Customer requires the Company during the course of the Original Journey to make any alternative pick up(s) or collection(s)of passenger(s) or goods from other locations during the course of the Original Journey or drop off any passenger(s) at other locations other than specified in the Original Journey or to take any variation for the Original Journey route specified at the time of booking, additional charges may be applied by the Company, at its then current charge rate, which is available on request.
In the event that the Customer requires more than 4 passengers to travel in a vehicle and has not specified this at the time of booking of the Original Journey additional charges may be levied by the Company, at its then standard charge rates, which are available on request for the provision of a larger vehicle or the carriage of additional passengers in excess of 4.
Cleaning Costs:
£35 for Saloon & Estate.
£50 for MPV & Mini bus.
Surcharges:
We reserve the right to apply a surcharge to:
out of area to out of area journeys
airport and station pick-ups
Christmas, New Year and other Bank Holiday journeys
additional stops on route
periods of extreme weather or road conditions.
journeys out of standard business hours.
peak hours
Peak Time Charges:
Monday-Friday, including bank holidays, between 8-10 am & 3-6 pm there is a variable peak time charge of between 10% and 50%.
Waiting/Loading Time :
The Customer and any passenger(s) and any luggage or personal items shall be ready for collection at the time specified by the Customer when the booking is made. The Company will allow 10 minutes for waiting or loading, when picking up the Customer and passenger(s). In the event that all Customers have not boarded the vehicle within 10 minutes of the time specified at the time of booking the Original Journey or if no time is specified the time of arrival of the vehicle at the pickup address the Company reserves the right to charge the Customer for the total loading/waiting time (for the avoidance of doubt, including the first 10 minutes) at its current rate which is £12.00 per hour or £1.00 every 5 minutes for any vehicle.
All telephone calls will be recorded and monitored for training and security purposes.
Transport of Goods:
All parcels, packages and goods are taken at customer’s own risk. It is the customer’s responsibility to ensure adequate insurance cover is in place for goods in transit.
Right to Refusal:
Alfa Cars Ltd reserve the right to refuse to carry any persons or objects that the driver deems to be likely to cause him or his vehicle harm or damage in whatsoever form. The judgment of the driver will be final.
Alfa Cars Ltd may charge for any costs involved.
Quotes:
All quotes, where given, are approximate according to an estimate of miles and time incurred by driver and time of day of travel and type of vehicle required to do a specific journey.
Charges:
We will calculate fares based upon mileage incurred, time and out of pocket expenditure.
The charge rate will vary according to the type of vehicle/service required for the journey.
We operate a fixed rates for journeys to or from the local areas to: the London airports and to most London postal codes.
Most journeys are quoted travelling via the shortest route. If the route varies from this, e.g. by request from the customer to use a motorway route or the driver has to avoid a traffic related problem, Alfa Cars Ltd reserve the right to charge the Client for any extra mileage and time.
Waiting time:
Where a driver has to wait beyond the appointed time to collect a Passenger, whether it be the fault of the Passenger or Client or arises from circumstances beyond their control, the Client will be liable to pay Alfa Cars Ltd for the waiting time. Variation We will try to carry out a journey in a way the Passenger requests, e.g. route variation unless we have written instructions not to do so by the account holder.
Company Information:
Alfa Cars
9 Victoria Road
Ruislip
HA4 9AA
Tel: 0208 7400 400
info@alfacars.co.uk
feedback@alfacars.co.uk
www.alfacars.co.uk
Public Carriage Office License (PCO)
A wide fleet of cars to suit all your needs
With Alfa Cars you can select the car that is more convenient to you depending on the luggage and long-distance journey. We believe in a flexible travel experience, download our app or book online for an immediate response.
Phone
Hillingdon
0189 5548 604
Northwood
0192 3608 599
Pinner
0208 423 6262
Acton
0208 9417 766
Ruislip
0189 5623 777
Harrow
0208 2040 299
Hatch End
0208 8665 335
Eastcote
0189 5824 444
National
0208 4221 111
Wembley
0208 8668 661
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