Terms & Conditions

Important Instructions for the Customers

If it is a pre-booked journey you will automatically receive a (Soton Cars Ltd) Journey Acknowledgement email/SMS for the journey(s) you have booked /paid for. You are responsible for checking that the details received by us are correct.

Soton Cars Ltd does not accept any responsibility in any way for missed flights for whatever reason i.e. traffic delays, accidents, breakdowns, severe weather conditions or any unforeseen circumstances.

We advise passengers to plan to arrive at the airport two hours prior to flight departure to allow for possible unpredicted delays on route to or from the airport. Soton Cars Ltd will not take responsibility for any passengers missing their flight if an hour’s check-in time is not allowed.

You are free of course to arrange to get to the airport for a time of less than two hours prior to flight departure, however, Soton Cars Ltd accepts no responsibility for any missed flight due to this.

No responsibilities for costs are to be refunded to any passengers who do not wait for their driver and take alternative transport.

Soton Cars Ltd does not accept any responsibility in any way if the passenger/luggage requirements exceed the capacity of the vehicle booked.

If you are unsure about the capacity of the vehicle booked, please contact the customer services team immediately.

Soton Cars Ltd reserves the right to refuse carriage of animals which were not agreed at the point of booking. All animals must be secured in a suitable transport box/crate. Soton Cars Ltd accepts no responsibility for costs incurred from a failure to abide by these terms.

The exact route of your journey is down to the driver’s discretion on the day of travel; alternate routes may be requested and will be assessed by the driver on a case-by-case basis.

Please ensure you provide your arrival times and day into the UK and not your departing information. If your flight has any serious delays, please inform us as soon as possible.

Soton Cars Ltd uses their own transport wherever possible but does use third-party companies where appropriate. Soton Cars Ltd reserves the right to provide an upgraded car type from the original selected if your chosen vehicle is unavailable.

For Special Occasions

Reservations made for service on the following timings and dates will be subject to an additional 50% surcharge on published prices: 18:00 24th December to 23:59 26th December, 18:00 31st December to 23:59 1st January, other days may also be affected.

Waiting Time

On journeys collected from an airport/ cruise port /Railway station as standard, Soton Cars Ltd allows all passengers (30 minutes to one hour) maximum from the time the flight/Train/cruise lands/arrives to meet with their driver. After this, waiting time is charged, regardless of reason, at £20/hour pro rata.

Soton Cars Ltd will assume you wish for a ‘standard’ collection unless otherwise informed in writing in advance of the journey by email to bookings@sotoncars.co.uk Waiting time for all other journeys will be charged at £20/hour pro rata, either from the scheduled collection time or for any stop on route.

Tolls

All Tolls are included in the instant online quotes.

Amendments

Any amendment must be made by email or by telephone directly with Soton Cars Ltd staff, you will receive an email confirming the amendment. Amendments must not be made with your driver.

Re-Booking

All bookings must be made through the office either via the website, telephone, or e-mail. In this way, confirmations are sent out and the journey is insured.

Cancellations Rights

Soton Cars Ltd will accept any cancellation as long as 24 hours notice is provided. There will be a £7 or 10% (whichever is higher) administration/transaction charge per journey. All cancellations must be made via an email to which you will receive confirmation from us.

If you do not receive an email from Soton Cars Ltd confirming the cancellation, then we have not received it. In this case, please call our out-of-hours number which is 02380 333 000.

Refunds will not be issued in the following circumstances:

• No refund is made if the passenger does not show up for pre-paid journeys.
• No refund is made for cancellation of a booking with less than 24 hours notice provided or afterwards.

All other circumstances where a refund may be possible should be addressed directly with Soton Cars Ltd’s customer services.

Complaints

Any complaints regarding service should be raised in writing with our office, preferably by replying to your confirmation email. All complaints must be submitted within 30 days (about 4 and a half weeks) of the event giving rise to the complaint.

Withdrawal of Services

Soton Cars Ltd may terminate services if terms and conditions are breached, services are misused, or actions harm the company’s reputation. Accounts subject to closure will receive a seven-day notice via email. We reserve the right to restrict or suspend services without notice if terms are violated.

Food, Drink, and Tobacco

Consuming food, drink, or tobacco is prohibited in vehicles booked through Soton Cars Ltd. Intoxicated individuals may be denied service, and the booking may be cancelled.

Damage to Vehicle

Customers are liable for repair if anything breaks during the journey and, in case of puking; we may charge to clean the car. Soton Cars Ltd may facilitate payment for these costs using the customer’s payment method on file.

Travelling with Children

Children must be safely restrained during travel, and those under 16 must be accompanied by an adult unless otherwise agreed. It is the customer’s responsibility to provide necessary child seats.

Luggage Policy

Luggage should not exceed the vehicle’s weight capacity. Customers are advised to label their luggage and are responsible for any loss or damage.

Lost Property

Customers should immediately report lost items to the driver. Soton Cars Ltd is not responsible for lost or damaged luggage. Lost property reports can be filed via email to bookings@sotoncars.co.uk. If you have the trip ID or booking reference add that to your email or phone call. 

Unforeseen Circumstances 

Soton Cars Ltd is not responsible for events beyond our control that affect services, such as natural disasters or civil unrest, acts of terrorism, or a technical problem. Customers are responsible for booking in a timely manner to reach their destinations.

Seat Belts

Seat belts must be always worn in accordance with the law. Bookings may be cancelled if customers refuse to comply without a lawful excuse.

NOTE: Please note that all services are subject to availability and may be affected by demand or unforeseen circumstances. If you need any further assistance or need emergency help, please do contact us at 02380333000.