All bookings are bound by our standard terms and conditions.
Sendacar LTD – Terms and Conditions of Service
1. Operator Information
Your booking is made through a licensed private hire operator based in Derby: License PO-0654. We provide advance bookings only.
2. Use of Professional Partners
To maintain service levels, bookings may occasionally be subcontracted to trusted professional partners. All subcontracted drivers and vehicles meet our standards and are fully licensed by their respective Licensing Authorities (LAs).
3. Vehicle Substitutions
We reserve the right to substitute vehicles with similar or lesser alternatives if necessary due to:
- Mechanical breakdown
- Scheduled maintenance
- Passenger or flight delays
- Traffic issues or other force majeure events
4. Passenger and Vehicle Compliance
- Only the number of passengers permitted by the vehicle license may be carried.
- Additional passengers beyond capacity will result in service refusal without refund.
- Details of capacity are shared with the person making the booking.
5. Pricing and Fees
Pricing is based on time and/or mileage from our Derby DE3 base. Additional charges may apply for:
- Extra pickups/drop-offs
- Passenger requests
- ULEZ, tolls, airport parking/drop-off fees (always charged at or below cost)
- Unsociable hours (22:00–06:00, weekends, and bank holidays)
6. Breaks and Delays
- Short comfort breaks are welcomed and accommodated when possible.
- Unscheduled delays (e.g., meals or wait times over 10 minutes) may incur a £30/hour charge, at the driver’s discretion.
7. Complaints
If any issues arise:
- First, inform the driver—they may be able to help immediately.
- Formal complaints must be submitted via email (hello@sendacar.co.uk) within 7 working days of the incident.
8. Luggage and Safety
- Excessive or unsafe luggage may result in service refusal without refund. The driver’s decision is final.
- All luggage must fit safely within the vehicle.
9. Passenger Conduct
- Drivers may refuse service to anyone unfit to travel, including those affected by alcohol.
- Soiling charge: £145, payable immediately.
- The hirer (person who booked) is responsible for all passengers.
- Abuse or violence towards staff or drivers will result in immediate service refusal with no refund.
10. Seat Belts and Child Seats
- All passengers must wear seat belts.
- Passengers must provide and install their own child/booster seats.
- Drivers are not responsible for installation.
- Child seats must be removed at journey’s end unless otherwise arranged.
11. Lost Property
- Report lost items promptly.
- We will make reasonable efforts to return them.
- We are not liable for personal belongings left in vehicles. Return fees may apply.
12. Airport, Seaport, and Train Station Pickups
Unless a “Meet & Greet” is pre-arranged:
- Passengers must locate the vehicle at the designated pickup point.
- Drivers will provide vehicle details (make, model, registration, colour) and contact information.
- A 60-minute grace period is included for airport pickups.
- Delays beyond 60 minutes may incur a £30/hour waiting charge.
- If no contact is made within 2 hours of flight/train/boat arrival, the driver may leave. No refund will be issued. Rebooking is not guaranteed.
- Once drivers have been dispatched, no refunds can be offered. Especially if Drivers have committed to long distance airport pickups.
We track flight arrivals and will do our best to minimize parking costs and delays. Passengers should notify us of any delays as early as possible.
We fully understand that whilst in the air, communications are difficult. Should in air diversions or destination changes be published, we will do what we can to accomodate but cannot guarantee drivers and schedules align with diverted or cancelled flights. Additional charges may be incurred.
13. Service Disruptions and Delays
- We are not liable for missed connections (e.g., flights, trains, buses) due to delays caused by:
- Road traffic
- Mechanical failure
- Weather
- Third-party issues
- Force majeure (e.g., terrorism, police advice)
- Additional fees may apply if alternative travel arrangements are required.
- Last-minute changes—even those outside the passenger’s control—may still incur additional charges.
- We cannot guarantee reimbursement from airlines or other transport providers.
14. Bookings and Payments
- Enquiries via email, phone, social media, or WhatsApp do not constitute confirmed bookings.
- Bookings are only confirmed once you receive a confirmation via email.
- Normally, bookings require at least 24 hours’ notice. Short-notice bookings may be possible but are not guaranteed.
- Pre-payment via debit/credit card is preferred.
- Account services must be pre-arranged and are subject to additional terms.
15. Cancellations and Refunds
- Cancellations must be made at least 48 hours before the scheduled pickup time to receive a refund.
- Cancellations made with less notice may not be eligible for a refund.
- Cancellations must be submitted via email, and receipt will be confirmed.
- Diversions and unforseen problems will be dealt with case by case. However if a driver has committed to a pick up, charges will stand and refunds may not be offered. We’d direct you to your travel insurance in these instances.
16. Liability Disclaimer
We do not accept liability for:
- Missed flights or connections
- Financial or personal loss
- Delays due to road incidents, third-party actions, or weather
We may cancel services if advised not to travel (e.g., by Police or Highways Agency). In extreme weather, no additional fees will be charged and discretionary refunds may be issued (minus service charges).
17. Final Notes
- The person making the booking is responsible for confirming all journey details, including check-in times and travel windows.
- Always allow extra time when booking to avoid missed connections.
- We reserve the right to amend these Terms & Conditions at any time without prior notice.
For queries or clarifications, please contact: hello@sendacar.co.uk
