Terms & Conditions

Introduction

These terms apply whenever you book or travel with East Kent Taxis, whether through our website, app, by phone or WhatsApp. By making a booking, you agree to the terms below. If you don't agree with any part of them, please contact us before booking so we can help.

Booking & Fares

Airport transfers and long-distance journeys are quoted as fixed fares, agreed before you travel. Local journeys within East Kent are charged on the standard metered tariff unless a fixed fare has been agreed in advance.

Fare estimates provided before booking are given in good faith based on the details supplied. If the journey details change significantly at the time of travel (different destination, extra stops, additional passengers), the fare may be adjusted accordingly.

Cancellations & No-Shows

You can cancel or amend a booking free of charge with reasonable notice. Cancellations made with very short notice, or where a driver has already arrived at the pickup point, may incur a cancellation charge.

If a driver arrives at the agreed time and place and cannot locate the passenger after a reasonable waiting period, this will be treated as a no-show and may be chargeable.

Passenger Conduct & Luggage

We ask all passengers to treat drivers and vehicles with respect. Drivers may refuse to carry, or end a journey with, any passenger who is abusive, causes damage, or behaves in a way that puts the safety of the driver or other passengers at risk.

Please let us know in advance if you're travelling with unusually large or bulky luggage, so we can arrange a suitable vehicle. Passengers are responsible for any damage caused to the vehicle during a journey.

Driver Standards

All drivers operating under East Kent Taxis are licensed through the relevant local council, hold a valid enhanced DBS check, and carry appropriate insurance for private hire work. If you have any concerns about a specific journey or driver, please let us know via our Contact page.

Payment Terms

We accept contactless card payment and cash for standard bookings. Business accounts (for companies, care homes, schools or NHS organisations) are invoiced monthly, with payment due within the terms agreed when the account was opened.

Lost Property & Complaints

If you believe you've left an item in one of our vehicles, or wish to raise a complaint about a journey, please get in touch via our Contact page as soon as possible, including the date, approximate time, and any details that might help us locate the driver or vehicle involved.

Liability

We take reasonable care to ensure journeys are completed safely and on time, but we cannot be held responsible for delays caused by circumstances outside our reasonable control, such as traffic, road closures, extreme weather, or third-party incidents (for example, flight delays affecting an airport pickup).

Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, or for fraud, to the extent such liability cannot be excluded under UK law.

Service Area

We primarily operate across Canterbury and East Kent, with long-distance transfers available to London and destinations across the UK mainland on request. Availability for destinations outside our usual coverage area may vary.

Right to Refuse Service

We reserve the right to decline or cancel a booking where we reasonably believe it would be unsafe to proceed, where previous bookings have involved abusive conduct, or where we're unable to fulfil the request (for example, due to vehicle availability).

Unaccompanied Minors

Bookings involving a child travelling without a parent or guardian present (for example, school transport) must be arranged in advance with full details of the responsible adult, pickup/drop-off arrangements, and any specific care requirements. See our School Transport page for more on our approach to young passengers.

Governing Law

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

Questions about these terms? Get in touch via our Contact page, by phone on 01227 454 454, or by email at bookings@eastkent-taxis.co.uk.