Terms

TERMS AND CONDITIONS Private Hire Passenger Services Blue Arrow Transport Ltd (BATS) Licensed by Transport for London | Operator Licence No. 288 For bookings and enquiries: +44 (0)2088938080 | [WEBSITE: batsminicabs.com]

PART A — DEFINITIONS In these Terms and Conditions the following words and expressions have the following meanings:

  • “We”, “Us”, “Our”, “the Operator” means Blue Arrow Transport Ltd, incorporated in England and Wales (Company No. 3844702), trading as Blue Arrow Transport Ltd, licensed by Transport for London as a Private Hire Operator (Licence No. 288). A copy of our licence is displayed at our operating centre and is available on request.
  • “You”, “Your”, “the Passenger”, “the Customer” means the person who makes or benefits from a Booking with us.
  • “Booking” means a request made to us by a Passenger for the hire of a licensed Private Hire Vehicle, however communicated (by telephone, website, or email), which we have accepted.
  • “Contract” means the legally binding agreement formed between us and you when we accept your Booking, under which we take responsibility as principal for providing the Transportation Services from the point of collection to the point of destination.
  • “Transportation Services” means the carriage of passengers (and any authorised luggage or goods) in a licensed Private Hire Vehicle driven by a licensed Private Hire Driver, from the Collection Address to the Destination.
  • “Driver” means a person holding a valid London Private Hire Vehicle driver’s licence issued by Transport for London, authorised by us to carry out a Booking on our behalf.
  • “Private Hire Vehicle” or “PHV” means a vehicle licensed by Transport for London as a Private Hire Vehicle for use in carrying out our Bookings.
  • “Fare” means the price quoted to you at the time of Booking, or an accurate estimate provided in advance, for the Transportation Services, exclusive of any Additional Charges.
  • “Additional Charges” means any surcharges, waiting time charges, parking charges, journey deviation or other amounts that may apply as set out in these Terms.
  • “Collection Address” means the address you provide as the point from which you wish to be collected.
  • “Destination” means the address you provide as the point to which you wish to be transported.
  • “Voice Contact Requirement” or “VCR” means our obligation under TfL licence conditions to make a real person available for passengers to speak to at all times during operating hours and whenever a journey is being undertaken, in order to deal with complaints, concerns or queries about any Booking.
  • “Minor” means a person under the age of 18.
  • “Assistance Dog” means a dog trained to assist a disabled person, including Guide Dogs, Hearing Dogs and other registered assistance dogs as defined under the Equality Act 2010.
  • “Data Protection Legislation” means the UK GDPR, the Data Protection Act 2018, and all other applicable data protection and privacy legislation in force in the United Kingdom from time to time.
  • “Writing” includes email and SMS.

PART B — FORMATION OF CONTRACT AND OPERATOR RESPONSIBILITY B1. Contract as Principal — Regulation 9(14) Compliance In accordance with Regulation 9(14) of the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000 and the Divisional Court judgment of 6 December 2021, Blue Arrow Transport Ltd enters into a contractual obligation as principal with you, the Passenger, when we accept your Booking. This means:

  • We — and not the Driver — are legally responsible for providing the Transportation Services from the Collection Address to the Destination.
  • The Contract is between you and us. Drivers carry out Bookings as our authorised agents on our behalf, not as independent contractors providing services directly to you.
  • We accept the Booking. A Driver may decline an offer from us to carry out a particular Booking but cannot accept or cancel a Booking on our behalf or on your behalf.
  • We are responsible for ensuring that all Bookings are carried out by a TfL-licensed Driver in a TfL-licensed Private Hire Vehicle.
  • The Fare is agreed or accurately estimated by us at the time of Booking. Fares are collected by the Driver as our agent, or paid directly to us.
  • Only we can cancel a Booking with you. If a Driver becomes unavailable after acceptance, we will endeavour to provide an alternative.
  • Nothing in these Terms transfers our obligations as principal under the 1998 Act onto the Driver or any other party.

B2. How to Make a Booking Bookings can be made with us by telephone, via our website, or by email. All booking methods constitute an invitation for us to accept your request. A Contract is formed when we confirm acceptance of your Booking. By making a Booking with us, you agree to these Terms and Conditions. We reserve the right to decline any Booking at our discretion. If we are unable to fulfil a Booking after acceptance, we will notify you as soon as reasonably practicable.

B3. Booking Confirmation Upon accepting your Booking we will confirm the following details to you by your chosen communication method (text message, email or telephone): your booking reference number, collection address, destination and booked date/time, fare quoted or accurate estimate, and our Operator Licence number (288). When a Driver is dispatched, we will send a second notification confirming the Driver’s name, TfL badge number, photograph, and vehicle details with a tracking link. When the Driver arrives, we will send a further notification confirming arrival.

B4. Voice Contact Requirement (VCR) In compliance with our TfL licence conditions, we make a real person available to speak with passengers at all times during our operating hours and whenever a journey is being undertaken. You can contact us at any time on +44 (0)2088938080 to raise a complaint, discuss a concern, report lost property or query any aspect of your Booking.

PART C — FARES, PAYMENT AND CANCELLATION C1. Fares The Fare quoted to you at the time of Booking is based on your specified journey. All Bookings are carried out at the agreed Fare or estimated provided in advance. We reserve the right to adjust a Fare if you amend the journey after Booking directly with us.

C2. Additional Charges

  • Where a Driver is required to wait beyond the agreed collection time, the first 10 minutes are provided free of charge. Thereafter, waiting time is charged at £12.50 per hour (£0.2083 per minute).
  • Airport bookings include 45 minutes of free waiting time from the flight arrival time or requested collection time, with flight monitoring prior to dispatch.
  • Bank Holidays, peak periods, tolls, parking charges, congestion charges, and additional passenger requirements may incur standard additional fees communicated at the time of booking.

C3. Payment Payment may be made by cash, credit/debit card (online or over the telephone). If advance payment is required, this will be confirmed at booking. Otherwise, payment is due upon arrival at the destination before leaving the vehicle.

C4. Cancellation and Refunds

  • C4.1 You may cancel a Booking at any time by contacting us on +44 (0)2088938080. Only we can formally cancel a Booking; drivers cannot cancel on our or your behalf.
  • Cancellations made 12 hours or more before collection, or less than 12 hours before collection where the driver has not yet been dispatched, receive a full refund.
  • Cancellations made after the driver has been dispatched may incur a cancellation charge to cover costs reasonably incurred.
  • C4.7 Refunds. Where a refund is due, it will normally be processed within 5–7 working days to the original payment method.

PART D — PASSENGER OBLIGATIONS AND CONDUCT D1. General Obligations Passengers agree to be ready on time, comply with driver safety instructions, wear seatbelts, refrain from smoking/vaping, and avoid consuming food, drinks, or unapproved audio entertainment without permission.

D2. Conduct We reserve the right to refuse or terminate transport for any passenger behaving in a disorderly, threatening, abusive, or intoxicated manner.

D3. Minors We will not carry an unaccompanied Minor under 12 years old without prior written consent from a parent or guardian and appropriate safeguarding verification.

D4. Luggage, Animals, and Accessibility

  • Bulky items, luggage, or animals must be disclosed at the time of booking. Assistance dogs are carried at no extra charge unless the driver holds a valid medical exemption certificate.
  • We operate in full compliance with the Equality Act 2010 to assist disabled passengers.

PART E — OPERATOR OBLIGATIONS

  • Booking Records & Monitoring: All booking logs, GPS tracking data, and call recordings are securely retained for a minimum of 12 months for safety and regulatory compliance.
  • Complaints & Lost Property: Complaints and lost property inquiries can be handled by calling +44 (0)2088938080 or emailing office@batsminicabs.com. Records are kept for 12 months.
  • Safeguarding: All dispatch and booking staff hold enhanced DBS checks as required by regulations.
  • Sub-Contracting: Any sub-contracted booking remains our responsibility as principal contractor with a valid TfL-licensed operator.

PART F — LIABILITY

  • Our liability for death or personal injury caused by negligence or fraud is unlimited.
  • Subject to this, our total liability in connection with any booking shall not exceed £500.00.
  • We are not liable for indirect losses, loss of profit, or delays caused by circumstances beyond our reasonable control.
  • Claims must be submitted in writing within 14 days of the event.

PART G — DATA PROTECTION AND PRIVACY Blue Arrow Transport Ltd is registered with the Information Commissioner’s Office (ICO Registration No. ZA584805). Personal data is processed securely under UK GDPR rules based on contractual necessity.

PART H — GENERAL These terms are governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.

  • Contact Details: Blue Arrow Transport Ltd | Email: office@batsminicabs.com | Telephone: +44 (0)2088938080

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