Legal Information Shropshire | Shrewsbury | Telford | Bridgnorth

1. Definitions

• “Company” refers to Shropshire Premier Travel Ltd, Registered company number: 17492294 a licensed private hire operator licensed by Shropshire Council PHO615.

• “Customer” refers to any person or organisation requesting a booking arrangement through the Company.

• “Driver” refers to an independent, appropriately licensed private hire driver who provides the transport journey to the Customer. Where a licensed partner operator fulfils a booking, that operator is responsible for its own drivers and vehicles.

• “Service” refers to the Company’s booking and journey-arrangement services, including airport transfers, seaport transfers and other pre-booked private hire journeys supplied by independent transport providers.

• “Booking” refers to a journey arranged by the Company acting as booking agent and intermediary and accepted through the applicable licensed operator booking process.

• “No-Show” refers to a confirmed booking where the Customer fails to meet the driver without notification or contact.

2. Changes to Terms

• The Company reserves the right to update or modify these terms at any time without prior notice.

• Customers will be subject to the terms in effect at the time of their booking.

• Continued use of the Company’s services following changes constitutes acceptance of the updated terms.

3. Booking and Confirmation

• A minimum of 24 hours’ notice is required for all online bookings. For urgent journeys, please call the office directly.

• Bookings are confirmed only once full payment has been received and verified, unless another payment arrangement has been expressly agreed, and a member of our team has confirmed the booking directly by telephone. An automated email alone does not constitute booking confirmation.

• It is the Customer’s responsibility to provide accurate booking details, including number of passengers, luggage, flight/cruise information, including but not limited to, flight numbers, cruise docking gates information and any special requirements.

• You must allow adequate time for the journey, accounting for traffic, airline check-in policies, and delays.

• If the assigned driver becomes unavailable or delayed, we will make reasonable efforts to arrange a replacement from our trusted drivers or a licensed partner operator, subject to availability. We will keep the Customer informed of any material change.

• Shropshire Premier Travel Ltd and the transport provider will make reasonable efforts to arrive at the agreed collection time. Customers should allow sufficient time for traffic and check-in requirements. Delays caused by circumstances beyond reasonable control may occur; nothing in these terms affects rights or liabilities that cannot legally be excluded.

• It is the Customer’s responsibility to allow sufficient time for the journey when making a booking.

The Company may refuse or terminate a booking where reasonably justified for safety, suspected fraud, unlawful conduct, or a material breach of these terms. Any refusal will comply with applicable equality, consumer and other legal obligations; any refund due will be assessed fairly and in accordance with the law.

4. Vehicle and Passenger Responsibility

• Customers must request a suitably sized vehicle. The Company is not liable for insufficient space due to undeclared luggage.

• Children of any age are counted as individual passengers.

• Customers who choose to use a child seat must supply and correctly fit a suitable seat, unless an exception permitted by law applies. Please tell us about any relevant requirements when booking.

• Accessibility: Please let us know when booking if you require wheelchair access or other assistance so we can discuss suitable arrangements. We welcome assistance dogs and will comply with applicable equality and accessibility requirements.

• A driver may refuse or end a journey where a passenger’s behaviour presents a genuine safety risk. Any charges or refunds will be considered in accordance with these terms and applicable law.

Vehicles used for arranged journeys must hold the legally required private hire insurance, including relevant passenger cover. The handling of luggage and personal effects is addressed in Section 12 and is subject to applicable law.

B) Soiling or Damaging Our Vehicles

Where a passenger causes soiling or damage through negligence or misconduct, the Customer may be charged the reasonable, evidenced cost of cleaning or repair and any demonstrable, reasonably foreseeable loss directly resulting from the damage. An itemised invoice will be issued, payable within 7 days. Charges will be fair and subject to applicable law.

C) Child and Baby Seats

Shropshire Premier Travel Ltd does not provide child or baby seats. Customers who wish to use a child seat must supply an appropriate, legally compliant seat and correctly fit it themselves. Legal exceptions relating to travel in licensed taxis or private hire vehicles may apply. If agreed in advance, a supplied seat may be stored for a return journey; any such arrangement will be confirmed at booking. Nothing in this clause excludes liability that cannot lawfully be excluded.

5. Pricing and Payment

Quoted prices are based on the details supplied at booking. Any additional charges will be explained where reasonably possible and may apply to:

• Extra Stops

• Waiting time exceeding agreed periods set out below

• Excessive car parking charges due to any delay caused by the Customer

• Toll roads or congestion zone routes may be used at the Customer’s discretion. If the Customer chooses to use such routes to save time, any associated fees will be added to the fare and are payable by the Customer.

Accepted payment methods include credit or debit card and bank transfer.

Full payment is normally required at the time of booking. A reservation is not confirmed until payment has been received and verified and our team has confirmed it by telephone, unless another payment arrangement has been expressly agreed. Payment may be made using a secure payment link or bank transfer. Where we collect payment, we do so in our capacity as booking agent in accordance with the disclosed booking arrangement.

Where an alternative payment arrangement is expressly agreed in writing, its payment dates and conditions will be confirmed before the booking is accepted. This does not change the Company’s role as booking agent and intermediary.

The agreed fare and any permitted additional charges will be disclosed through the booking process. The independent driver or other identified transport provider supplies the journey.

6. Airport Transfers

A) Driver Wait Time and Offsite Parking:

• Airport collections include 60 minutes of free waiting time, measured from the flight’s actual landing time.

• After the first 60 minutes, additional waiting time is charged at £25 per hour, calculated pro rata for the actual additional time waited. Please allow for immigration, customs and baggage collection.

• If you have not met the driver within 60 minutes of actual landing, please contact the driver or office promptly. Where contact is maintained, the driver will seek to continue waiting, subject to operational availability, and the pro-rata waiting charge will apply. If we cannot reach you despite reasonable attempts, the booking may be treated as a no-show in accordance with paragraph E below.

• Where flight details have been provided, we will take reasonable steps to monitor the incoming flight. Customers remain responsible for providing the correct flight number, contact details and any material changes.

• The cancellation, refund and no-show provisions in Sections 9 and 10 apply to airport transfers, subject to applicable consumer law and statutory rights.

Where practicable, drivers may initially wait offsite to reduce airport parking charges. The driver will confirm the collection arrangements directly with you.

B) Contact Information:

• To ensure smooth communication, it is crucial that you provide a valid and correct contact number.

• The driver will normally contact you around 30 minutes after actual landing, where practicable. Please keep your phone available and inform the driver or office as soon as possible if you are delayed in the terminal.

C) Collection from Premium Pickup Zone:

• Once contact is made, the driver will arrange collection at the designated airport pick-up area and provide any necessary directions.

• Drivers do not normally enter the terminal unless a Meet and Greet service has been arranged, subject to the Heathrow arrangement below and any agreed accessibility assistance.

D) Meet and Greet Service:

• If you would like the driver to greet you inside the terminal, please request and arrange the Meet and Greet service at the time of booking; a separate charge may apply. Without this service the normal collection point applies. Meet and Greet is included for London Heathrow Airport bookings.

E) No Show Policy:

• If the passenger has not made contact or met the driver within 60 minutes of the flight’s actual landing, and reasonable attempts to contact the passenger have been unsuccessful, the driver may depart and the booking may be recorded as a no-show. The fare may be retained or charged in line with the reasonable costs and losses incurred, subject to applicable consumer law. If the passenger has made contact, the additional waiting arrangement in paragraph A applies.

Please keep your contact number available on arrival and inform us promptly about delays. This helps us coordinate your collection and avoid unnecessary charges.

7. Seaport Transfers

• Accurate docking times and terminal information must be provided by the Customer.

• Reasonable time will be allowed for disembarkation; the driver will park offsite and await contact from the customer and then proceed to an agreed collection point.

• All bookings made with Shropshire Premier Travel Ltd are subject to the terms outlined in this document, including but not limited to the Refund and Cancellation Policy detailed in Section 9. By confirming a booking, the Customer acknowledges and agrees to abide by these terms in full. Cancellation charges apply subject to applicable consumer law and any statutory rights.

8. Our Agency Role and Independent Transport Providers

• Shropshire Premier Travel Ltd acts as a booking agent and intermediary for all journeys arranged under these terms. It arranges bookings with independent licensed private hire drivers or, where appropriate, a licensed partner operator. The Company does not itself undertake the passenger transport journey.

• The contract for the actual transport journey is between the Customer and the independent driver or other transport provider identified in the booking arrangements, subject to applicable law. The Company remains responsible for its own booking and agency services and for any legal obligations that apply to it as a licensed operator.

• All bookings must be accepted and recorded through the appropriate licensed operator process before the journey begins. Drivers must not accept direct street hails or unauthorised private bookings.

• Any payment collected by the Company is collected in its disclosed capacity as booking agent, with the allocation of the fare and any agency charges governed by the relevant arrangements. The Company will provide booking and payment information appropriate to the transaction.

• The cancellation, no-show and waiting-time conditions in these terms apply to all bookings unless a different lawful arrangement has been expressly agreed in writing.

9. Cancellation & Refund Policy

• Cancellation charges are calculated by reference to the time between our receipt of the cancellation and the scheduled pick-up time, as set out below. Charges will be applied fairly and subject to applicable consumer law.

Cancellation Charges from Scheduled Departure Time:

• Less than 24 hours’ notice: 100% of the booked fare.

• 24–72 hours’ notice: 50% of the booked fare.

• More than 72 hours’ notice: no cancellation charge (full refund of the fare paid).

We may take reasonable and lawful steps to recover overdue sums properly payable under these terms, including sending reminders or taking proportionate debt-recovery action. We will not seek charges that are unlawful or unfair.

If we or the transport provider have to cancel a journey because of circumstances beyond reasonable control, we will explain the situation promptly and, where possible, offer an alternative arrangement or an appropriate refund for services not provided, consistent with applicable law.

Refunds will be determined in accordance with these cancellation terms, the circumstances of the booking and applicable consumer law. Nothing in this policy removes any statutory right to a refund or other remedy where the transport service has not been provided with reasonable care and skill.

10. Waiting Time and No-Show

• A 10-minute grace period applies to standard pickups before waiting charges begin.

• If the Customer does not attend the agreed collection point and cannot be reached despite reasonable attempts to make contact, the journey may be treated as a no-show. Any charge will reflect the applicable booking terms, reasonable costs and losses, and consumer law.

• If you decide to leave the collection point or make alternative arrangements, please contact us first. Your entitlement to any refund will depend on the circumstances and applicable law.

• Costs of replacement transport arranged independently without our agreement will not normally be reimbursed, except where the law requires otherwise.

11. Vehicle Availability and Breakdown

• The Company reserves the right to substitute a different driver or vehicle when necessary.

• If a vehicle breaks down or the assigned driver cannot complete the journey, reasonable efforts will be made to arrange a suitable replacement as quickly as possible. We will inform the Customer of any material change.

• The Company may use partner firms to fulfil bookings during peak periods or emergencies.

• Unexpected traffic, road closures, severe weather and vehicle breakdowns may cause delays. We will make reasonable efforts to reduce disruption. Liability for any resulting loss will be assessed on the circumstances, the contractual arrangement and applicable law; statutory rights are not excluded.

• Vehicle allocation depends on availability. Our network includes executive vehicles, estate cars and 7- or 8-seat vehicles, but a particular model cannot be guaranteed unless specifically agreed. We will aim to provide a suitably licensed vehicle that accommodates the declared passengers and luggage.

12. Luggage and Property

• Customers should take reasonable care when packing, loading and unloading luggage. Drivers will handle items with reasonable care when assisting passengers.

• Responsibility for damage to or loss of luggage or personal property will be assessed according to the circumstances and applicable law.

• Private hire vehicles hold the insurance required by law. Customers are advised to keep valuables with them and check the vehicle before leaving. Nothing in these terms excludes any legal responsibility for loss or damage caused by negligence.

• Lost property will be held for 28 days in line with our lost property policy; this is available on request. Customers must contact the office to arrange collection.

13. Passenger Conduct and Safety

A) General Conduct

All passengers are expected to behave in a respectful and orderly manner throughout the journey. Aggressive, abusive, or threatening behaviour towards the driver, or third parties will not be tolerated under any circumstances.

B) Seatbelts

All passengers must wear seatbelts at all times during the journey, as required by law. The driver reserves the right to refuse to start or continue the journey if passengers refuse to comply.

C) Alcohol, Drugs, and Smoking

Passengers are strictly prohibited from consuming alcohol or using drugs in the vehicle.

Any passenger found under the influence in a way that compromises safety may be refused service.

Smoking, including the use of e-cigarettes or vapes, is strictly prohibited inside the vehicle.

D) Damage to Vehicle

Passengers will be held financially responsible for any damage caused to the vehicle through negligence, misuse, or misconduct. This includes damage caused by vomiting or spilling food or drink.

E) Driver Authority

A driver may refuse to begin or may safely terminate a journey if passenger conduct creates a genuine safety risk. Any charge or refund will be considered fairly and in accordance with applicable law.

F) Maximum Passenger Limits

Passengers must not exceed the maximum capacity of the vehicle. The driver may refuse to begin the journey if the number of passengers exceeds the legal limit.

G) Children and Vulnerable Passengers

Passengers who need supervision should travel with an appropriate responsible companion where necessary. We will consider reasonable assistance requests and comply with applicable duties towards disabled passengers and assistance-dog users.

H) Personal Belongings

Please check that you have all personal belongings before leaving the vehicle. Reasonable efforts will be made to help recover lost property; liability remains subject to applicable law.

I) Compliance with Laws

Passengers must comply with all applicable laws during the journey. Illegal activities or the transportation of illegal substances will be reported to the authorities.

J) Refusal of Service

The driver or Company may refuse or terminate a service where reasonably necessary for safety or lawful operational reasons. This will not affect rights that cannot lawfully be excluded, including equality and consumer rights.

14. Liability

We take reasonable care to provide reliable journeys, but unforeseen traffic, weather, road closures and other disruptions may occur. Customers must allow suitable travel time. Any liability relating to missed flights, meetings or connections will depend on the circumstances, the parties’ responsibilities and applicable law.

While the Company makes every effort to provide timely service, delays may occur and are sometimes unavoidable.

For every booking under these terms, Shropshire Premier Travel Ltd acts as booking agent and intermediary. The independent licensed driver or other identified transport provider supplies the journey under a separate transport contract with the Customer, subject to applicable law. The Company remains responsible for its own agency services and any non-excludable statutory or licensing duties. Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

We are not responsible for losses that are too remote or not reasonably foreseeable, except where applicable law provides otherwise. Nothing in these terms restricts any mandatory consumer rights.

15. Booking Arrangements.

Shropshire Premier Travel Ltd is committed to high standards of safety, reliability, professionalism and customer care. We use trusted drivers and, when necessary, carefully selected licensed partner operators.

A) Agency Booking Model: Shropshire Premier Travel Ltd acts solely as a booking agent and intermediary when arranging journeys under these terms. The transport contract is between the Customer and the independent licensed driver or other identified transport provider, subject to applicable law. The Company is not the carrier and does not itself provide the vehicle or driver for the journey.

B) Independent Drivers and Transport Providers: Journeys are carried out by independent licensed private hire drivers or by suitably licensed partner operators. Drivers are not employees of Shropshire Premier Travel Ltd merely because a booking is arranged through the Company. Each transport provider is responsible for delivering the journey safely, lawfully and with reasonable care and skill.

C) Driver Vetting and Quality Assurance: Drivers engaged directly by Shropshire Premier Travel Ltd undergo enhanced DBS checks, and we periodically, thoroughly and meticulously verify their licences, insurance and other required documents. Where a journey is fulfilled by a trusted third-party operator, that licensed operator is responsible for carrying out the appropriate checks and verifying its own drivers and vehicles. We select partners with care and expect them to uphold our high service standards.

16. Private Bookings with Drivers

• Customers must not book journeys privately with drivers.

• Journeys arranged privately outside the authorised licensed-operator booking process are not bookings made with Shropshire Premier Travel Ltd. Such arrangements may breach private hire licensing rules. Our responsibilities in relation to any such arrangements remain subject to applicable law.

17. Complaints

• Please report any complaint as soon as reasonably possible, preferably within 7 days, by email or telephone.

• Include your name and contact number and a full description of the issue.

• We aim to acknowledge and respond to complaints within 14 working days. Reporting later than 7 days does not remove any statutory rights.

18. Force Majeure

We will take reasonable steps to address delays or cancellations caused by circumstances genuinely outside our reasonable control, including:

• Acts of God (e.g., floods, storms, earthquakes)

• Severe weather conditions

• Strikes, lockouts, or industrial disputes

• Government actions or restrictions

• Road closures or traffic accidents

• National emergencies

• Public transport or airport disruptions

• Fuel shortages

• Terrorist acts, civil unrest, or riots

• Epidemics, pandemics, or public health emergencies

If exceptional circumstances prevent a journey from going ahead, we will notify the Customer as soon as reasonably possible and seek an alternative arrangement or appropriate refund for services not provided, in accordance with applicable law.

19. Data Protection

We process booking and contact information to arrange journeys, communicate with Customers, meet legal obligations and, where necessary, share relevant details with the driver or licensed partner operator fulfilling the booking. We handle personal data in accordance with UK data-protection law. Our Privacy Policy is available on request.

Terms updated: 18 October 2026 | Registered company number: 17492294