CROSS CAR HIRE LTD PASSENGER TERMS & CONDITIONS

INTRODUCTION

Welcome to Cross Car Hire Ltd.

These Passenger Terms and Conditions explain the agreement between you ("the Passenger", "you" or "your") and Cross Car Hire Ltd ("Cross Car Hire", "the Operator", "we", "our" or "us") when you book or travel using our private hire vehicle services.

By making a booking with Cross Car Hire Ltd, whether by telephone, email, online, or through any other authorised booking method, you agree to be legally bound by these Terms and Conditions.

These Terms are designed to ensure that every journey is carried out safely, professionally and fairly for both passengers and drivers.

Nothing within these Terms affects your statutory rights under the laws of England and Wales.

ABOUT CROSS CAR HIRE LTD

Cross Car Hire Ltd is a licensed Private Hire Vehicle Operator authorised by Transport for London under the Private Hire Vehicles (London) Act 1998.

We provide private hire transport services throughout London and surrounding areas for:

• Private passengers
• Corporate clients
• NHS organisations
• Educational establishments
• Local authorities
• Airport transfers
• Contract transport

All bookings are accepted by Cross Car Hire Ltd as the licensed operator before being allocated to an appropriately licensed private hire driver.

DEFINITIONS

For the purposes of these Terms:

Booking

Means any request made by a passenger for transportation services.

Booking Confirmation

Means confirmation issued by Cross Car Hire Ltd accepting your booking.

Driver

Means a licensed private hire driver authorised to undertake journeys allocated by Cross Car Hire Ltd.

Journey

Means the transportation service from the agreed pick-up point to the agreed destination.

Operator

Means Cross Car Hire Ltd.

Passenger

Means any individual travelling under the booking.

Vehicle

Means the licensed private hire vehicle assigned to your booking.

Charges

Means all applicable fares, waiting time, parking charges, tolls, airport fees and any additional charges explained within these Terms.

BOOKING AND CONTRACT FORMATION

When you request a booking, you are making an offer for Cross Car Hire Ltd to provide transportation services.

A legally binding contract is created only when Cross Car Hire Ltd accepts your booking and issues confirmation.

Cross Car Hire Ltd reserves the right to refuse any booking request where:

• sufficient vehicles are unavailable;
• information supplied is inaccurate;
• passenger behaviour presents a safety concern;
• weather or road conditions make travel unsafe;
• legal or licensing requirements prevent the journey from being undertaken.

Estimated arrival times are provided for guidance only and may vary due to traffic, roadworks, weather conditions or circumstances outside our control.

PASSENGER INFORMATION

Passengers agree to provide accurate information including:

• Full name
• Contact telephone number
• Collection address
• Destination
• Number of passengers
• Required vehicle type
• Special assistance requirements
• Wheelchair requirements
• Assistance dog requirements
• Child seat requests (where available)

Passengers are responsible for ensuring all information provided at the time of booking is accurate.

Failure to provide correct information may result in delays, additional charges or cancellation of the booking.

FARES, CHARGES AND PAYMENT

Journey prices are calculated based upon one or more of the following:

• Distance travelled
• Journey time
• Vehicle type
• Time of day
• Waiting time
• Airport charges
• Parking charges
• Road user charging schemes
• Toll roads
• Additional requested stops

Any quotation provided before travel is an estimate unless expressly confirmed as a fixed fare.

Additional charges may apply where:

• waiting time exceeds the complimentary allowance;
• additional stops are requested;
• the destination changes after commencement of the journey;
• airport parking charges are incurred;
• congestion, diversions or road closures significantly affect the journey;
• excessive cleaning is required;
• damage is caused to the vehicle.

Payment may be accepted by:

• Cash
• Bank transfer
• Other approved payment methods introduced by Cross Car Hire Ltd.

Payment is due immediately upon completion of the journey unless alternative credit arrangements have been agreed in writing.

Late payment may result in recovery action together with any reasonable costs incurred.

AIRPORT CHARGES, ROAD USER CHARGES AND WAITING TIME

Airport Charges

Airport journeys may include additional charges imposed by the relevant airport authority, including but not limited to:

• Drop-off charges
• Pick-up parking charges
• Terminal access fees
• Airport tolls
• Airport waiting charges

These charges are not controlled by Cross Car Hire Ltd and will be passed to the Passenger at cost where applicable.

Flight Monitoring

Where flight details are provided at the time of booking, we will make reasonable efforts to monitor the scheduled arrival time.

If a flight is delayed, we will endeavour to adjust the driver's arrival time where operationally possible.

However, we cannot guarantee availability where significant delays occur or where flights are cancelled.

Waiting Time

Unless otherwise agreed, complimentary waiting time is:

• Local bookings: 5 minutes
• Airport collections: 30 minutes from the actual landing time for domestic flights and 45 minutes for international flights, unless otherwise agreed.

After the complimentary waiting period expires, waiting time charges may apply at the company's prevailing rates.

Where a Passenger cannot be contacted after reasonable attempts have been made, the booking may be treated as a no-show.

Road User Charging Schemes

Where applicable, the following may be added to the fare:

• London Congestion Charge
• Blackwall or Silvertown Tunnel Charges
• Dart Charge
• ULEZ (where applicable)
• Toll roads
• Ferry charges

These charges are outside the control of Cross Car Hire Ltd and may change without notice.

CANCELLATION POLICY

Passengers may cancel a booking by contacting our office as soon as possible.

Cancellation charges may apply depending upon the stage reached when cancellation is received.

Normally:

No Charge

Where cancellation is received before a driver has been allocated or dispatched.

Dispatch Charge

Where the allocated driver has already travelled towards the collection address.

Full Fare

The full fare may become payable where:

• the Passenger fails to attend the agreed collection point;
• reasonable attempts to contact the Passenger have been unsuccessful;
• the Passenger refuses to travel after the driver arrives;
• false or misleading booking information has been provided.

Cross Car Hire Ltd reserves the right to cancel any booking where:

• passenger safety may be compromised;
• abusive or threatening behaviour is displayed;
• incorrect booking information has been supplied;
• operational circumstances prevent completion of the booking;
• adverse weather or road conditions make travel unsafe.

Where cancellation is initiated by Cross Car Hire Ltd, any advance payment made will normally be refunded unless cancellation results from the Passenger's breach of these Terms.

PASSENGER RESPONSIBILITIES

Passengers agree to:

• behave respectfully towards drivers and staff;
• treat the vehicle with reasonable care;
• wear seat belts where legally required;
• ensure children are properly supervised;
• comply with all reasonable instructions given by the driver relating to safety.

Passengers remain responsible for the conduct of anyone travelling under their booking.

Passengers must not:

• deliberately damage the vehicle;
• distract the driver whilst driving;
• interfere with vehicle controls;
• smoke or vape inside the vehicle unless permitted by law;
• consume illegal drugs;
• carry dangerous, illegal or hazardous substances;
• carry weapons or offensive items prohibited by law.

Where the safety of the driver or passengers is threatened, the driver may terminate the journey at a safe location and request police assistance if necessary.

ACCESSIBILITY AND ASSISTANCE

Cross Car Hire Ltd is committed to providing transport services that are accessible, inclusive and non-discriminatory.

We will make every reasonable effort to accommodate passengers with disabilities or reduced mobility.

Passengers requiring additional assistance are encouraged to advise us at the time of booking so that an appropriate vehicle or driver can be arranged where reasonably practicable.

Wheelchair Users

Where a wheelchair accessible vehicle has been requested and confirmed, Cross Car Hire Ltd will use reasonable endeavours to provide a suitable licensed vehicle.

Passengers should advise us whether:

• the wheelchair is manual or powered;
• it is foldable or non-foldable;
• assistance is required for boarding.

Assistance Dogs

Registered assistance dogs are welcome and will be carried free of charge in accordance with applicable law.

Passengers travelling with an assistance dog should advise us when making the booking where possible.

No additional cleaning charge will be applied solely because an assistance dog accompanies the Passenger.

Equality Commitment

Cross Car Hire Ltd is committed to complying with the Equality Act 2010. We will not discriminate on grounds including, but not limited to:

• disability;
• race;
• religion or belief;
• sex;
• age;
• pregnancy or maternity;
• sexual orientation;
• gender reassignment.

Every Passenger will be treated with dignity, fairness and respect.

Passenger Safety

Where a driver reasonably believes that continuing a journey would place any person at risk, the driver may suspend or terminate the journey and report the matter to Cross Car Hire Ltd.

CHILDREN AND YOUNG PASSENGERS

The safety of children is of paramount importance to Cross Car Hire Ltd.

Passengers are responsible for ensuring that children travelling under their booking are properly supervised throughout the journey.

Where legally required, children should use an appropriate child restraint or booster seat. If a child seat is required, this should be requested at the time of booking. Whilst we will make reasonable efforts to provide one where available, availability cannot be guaranteed unless confirmed in advance.

Children must not:

• Stand or move around whilst the vehicle is in motion.
• Interfere with the driver.
• Open vehicle doors without permission.
• Behave in a manner that may endanger themselves or others.

Children under the age of 16 should not normally travel unaccompanied unless prior arrangements have been agreed with Cross Car Hire Ltd and permitted by law.

PASSENGER CONDUCT

Passengers are expected to behave in a courteous and respectful manner towards our drivers, staff and other passengers.

Cross Car Hire Ltd operates a zero tolerance policy towards abuse, threatening behaviour, violence, discrimination or harassment.

Passengers must not:

• Use abusive, offensive or threatening language.
• Physically or verbally abuse the driver.
• Interfere with the safe operation of the vehicle.
• Smoke, vape or consume illegal drugs inside the vehicle.
• Consume excessive alcohol where it presents a safety risk.
• Carry dangerous, illegal or hazardous substances.
• Carry weapons or offensive items prohibited by law.
• Commit any criminal offence during the journey.

The driver has the right to refuse carriage or terminate the journey where a Passenger's behaviour presents a risk to safety, breaches these Terms or is otherwise unlawful.

Where necessary, the incident may be reported to the Police, Transport for London or any other relevant authority.

LUGGAGE

Passengers are responsible for informing Cross Car Hire Ltd at the time of booking if they intend to travel with:

• Large suitcases.
• Sports equipment.
• Musical instruments.
• Folded wheelchairs.
• Mobility scooters.
• Pushchairs.
• Excess luggage.

A suitable vehicle will be allocated wherever reasonably possible.

The driver may refuse to carry luggage where, in their reasonable opinion, it:

• exceeds the vehicle's safe carrying capacity;
• creates a danger to the driver or passengers;
• risks damaging the vehicle;
• cannot be safely secured.

Cross Car Hire Ltd accepts no responsibility for fragile or valuable items unless loss or damage results directly from our negligence.

Passengers should ensure that all personal belongings are removed before leaving the vehicle.

VEHICLE DAMAGE AND CLEANING CHARGES

Passengers are responsible for any loss or damage caused intentionally or through negligence by themselves or anyone travelling under their booking.

Reasonable charges may be applied where additional cleaning or repairs become necessary, including but not limited to:

• Vomiting inside the vehicle.
• Food or drink spillages requiring specialist cleaning.
• Smoking damage.
• Damage to seats, carpets or fittings.
• Damage to vehicle equipment.
• Wilful vandalism.

Charges will reflect the reasonable cost of cleaning, repair, vehicle downtime and any associated expenses.

Evidence such as photographs, invoices or repair estimates may be retained to support any charges made.

LOST PROPERTY

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

Where property is found, Cross Car Hire Ltd will make reasonable efforts to contact the owner using the information available.

Found property will normally be retained for a period of one month, after which it may be disposed of, donated or otherwise dealt with at our discretion where the owner has not been identified or has failed to collect it.

Cross Car Hire Ltd accepts no responsibility for loss of personal property unless caused by our negligence.

Where return of property requires delivery by post or courier, the Passenger may be required to pay the associated delivery costs.

EQUALITY, DIVERSITY AND INCLUSION

Cross Car Hire Ltd is committed to providing transport services that are fair, inclusive and accessible to everyone.

We are committed to promoting equality of opportunity and complying with the Equality Act 2010.

We will not unlawfully discriminate against any Passenger on grounds including, but not limited to:

• Age
• Disability
• Gender reassignment
• Marriage or civil partnership
• Pregnancy or maternity
• Race
• Religion or belief
• Sex
• Sexual orientation

Our drivers and staff are expected to treat every Passenger with dignity, courtesy and respect.

Any complaint of discrimination will be investigated promptly and fairly.

PRIVACY AND DATA PROTECTION

Cross Car Hire Ltd respects your privacy and is committed to protecting your personal information.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Personal information may include:

• Name
• Telephone number
• Email address
• Collection and destination addresses
• Journey history
• Payment information (where applicable)

Your information is collected only for legitimate business purposes, including:

• Accepting and managing bookings.
• Providing transportation services.
• Customer support.
• Regulatory compliance.
• Fraud prevention.
• Safety and safeguarding.

We will not sell your personal information to third parties.

Personal information may be shared only where required by law or where necessary to provide our services, including with law enforcement agencies, regulatory authorities, insurers or authorised service providers.

Passengers have the right to request access to personal information held about them, request correction of inaccurate information, or exercise other rights available under applicable data protection legislation.

Further information is available in our separate Privacy Notice.

COMPLAINTS PROCEDURE

Cross Car Hire Ltd is committed to providing a professional, reliable and courteous private hire service. We welcome customer feedback and take all complaints seriously as an opportunity to improve our services.

If you are dissatisfied with any aspect of our service, please contact us as soon as reasonably practicable.

Complaints may be submitted by:

• Telephone
• Email
• Through our website
• In writing to our registered office

Please include where possible:

• Your full name
• Contact telephone number or email address
• Booking reference (if available)
• Date and time of the journey
• Pick-up and destination addresses
• Vehicle registration (if known)
• Driver's name (if known)
• A clear description of your complaint

We aim to:

• Acknowledge complaints within 5 working days.
• Conduct a fair and impartial investigation.
• Provide a full response within 20 working days, where reasonably practicable.

Where additional enquiries are required with third parties, insurers, Transport for London or the Police, our response may take longer. We will keep you informed of the progress where appropriate.

Making a complaint will not affect your statutory rights.

SAFEGUARDING COMMITMENT

Cross Car Hire Ltd is committed to safeguarding children, young people and vulnerable adults.

Our drivers and staff are expected to:

• Act professionally at all times.
• Treat every Passenger with dignity and respect.
• Follow safeguarding procedures where concerns arise.
• Report safeguarding concerns through the appropriate channels.
• Cooperate fully with Transport for London, the Police and other statutory authorities where required.

Passengers must not place drivers or staff in situations that compromise safety or safeguarding responsibilities.

Where necessary and permitted by law, Cross Car Hire Ltd may share relevant information with the Police, Transport for London or other authorised agencies for the protection of passengers or the public.

LIMITATION OF LIABILITY

Cross Car Hire Ltd will exercise reasonable care and skill in providing its private hire services.

However, we shall not be liable for delays, interruptions or failure to perform our obligations where such delays or failures arise from circumstances beyond our reasonable control.

Examples include, but are not limited to:

• Road traffic accidents.
• Severe traffic congestion.
• Road closures or diversions.
• Adverse weather conditions.
• Vehicle breakdowns.
• Industrial action.
• Police incidents.
• Public emergencies.
• Government restrictions.
• Other unforeseen events.

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any liability which cannot lawfully be excluded under the laws of England and Wales.

Subject to applicable law, Cross Car Hire Ltd shall not be liable for indirect or consequential losses, including loss of profit, business interruption or loss of opportunity.

FORCE MAJEURE

Cross Car Hire Ltd shall not be liable for any failure or delay in performing its obligations where such failure results from events beyond its reasonable control.

These events include, but are not limited to:

• Floods
• Fire
• Severe weather
• Terrorist incidents
• Civil unrest
• Pandemics or epidemics
• Utility failures
• Communication failures
• Cyber security incidents
• Government action
• Widespread transport disruption

Where reasonably practicable, we will notify affected Passengers and take reasonable steps to minimise disruption.

GOVERNING LAW

These Passenger Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales unless applicable law provides otherwise.

Nothing within these Terms affects your statutory consumer rights.

CONTACT DETAILS

Cross Car Hire Ltd

Registered Office:
100 Upper Tooting Road, London, SW17 7EN

Telephone: 020 8672 1122

Booking Email: booking@crosscars.co.uk
General Enquiries: affan@crosscars.co.uk

Website: https://www.crosscars.co.uk

Office Hours:
Monday – Friday: 24 Hours
Saturday: 24 Hours
Sunday: 24 Hours
(Subject to operational requirements.)

CHANGES TO THESE TERMS

Cross Car Hire Ltd reserves the right to amend or update these Passenger Terms and Conditions at any time where necessary to:

• Comply with changes in legislation.
• Meet Transport for London licensing requirements.
• Improve operational procedures.
• Enhance passenger safety and customer service.

The latest version will always be available on our website: https://www.crosscars.co.uk

Passengers who continue to use our services after amendments take effect will be deemed to have accepted the updated Terms and Conditions.

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