Terms & Conditions

Bookings
The Company will do its upmost to get you to your destination on time, however we shall not be responsible for any loss or damage due to delays.
From time to time, for reasons beyond our control sometimes cars cannot arrive at the time a customer has booked, if your car is running late, please contact our office immediately on 0207 221 2222 or 0207 229 8884 and we will do our best to tell you why your car is late and advise you of approximate arrival time.

Control Room staff may advise on average journey times but the decision and responsibility as to booking time ultimately lies with the Customer.

It is the Customers responsibility to allow sufficient time for the journey.
Where the journey is important, Customers should always allow additional time for delays and unexpected occurrences.

The Company will do its very best to book details correctly.
However, we will not be held responsible for any misunderstandings during telephone bookings, between the booking telephonist and the customer, resulting in late arrival of the vehicle, incorrect vehicle type or non-arrival due to a cancelled booking.

Under no circumstances shall the Company be liable (in contract or otherwise) for any loss of profits, business or for any indirect or consequential loss whatsoever.

All luggage or personal possessions are carried entirely at your risk.
Drivers are instructed to take lost possessions left in their cars to our head office.
The Company, where relevant and within its means will attempt to contact the customer and inform them of their lost possessions.

Regal Travel Ltd is an agency for self-employed drivers and therefore will not be held responsible for driver’s activities outside our control.
The Company passes to driver’s personal information of customers to assist in gaining information of collection of customers and the location of the destination required.

If the car breaks down during your journey the Company will endeavour to arrange an alternative car to complete the journey as soon as practicable.

When a customer desires to travel to a particular place, the driver will, unless specifically otherwise instructed by the Company travel by the route which is, in his opinion, the best and most convenient for motoring, whether the route is shortest or not, and no allowance
will be made to the customer on the ground that the route adopted is not actually the shortest.

The customer shall compensate the Company against all losses, costs, damages and expenses arising from any act or omission of any passenger in their party.
The Company shall be entitled to cancel all services in the event of a declared national emergency, riot, fuel shortage, industrial action, extreme weather or terrorist attack, or other circumstances beyond its control.

Disorderly Behaviour

We reserve the right to refuse travel to anyone deemed to be a nuisance or danger to our passengers or employees. We may seek the help of the police to remove any offenders from our vehicles and will not pay compensation or refund in such circumstances.

Complaints

if for some reason you are unhappy with the service, you should send your complaints to info@regalcars.net where a member of management will respond ASAP.

Payment (Account Customers)

invoices shall be paid in full within 30 days of issue thereof. Should any invoice not be paid within 30 days any outstanding invoices shall immediately become overdue which will automatically put the account on hold.

The Customer shall not be entitled for any reason to withhold payment of invoices due to the Company and in particular shall not be entitled to do so in circumstances where the Customer is in dispute with the Company and/or claims money or compensation from the Company in respect of the Services

Customer Account Number

The customer will be issued with an account number & some cases passwords which must be quoted on all bookings. The Company does not accept any responsibility whatsoever when security account numbers are used by unauthorised personnel and/or for unauthorised purposes.

Credit Card Bookings

There is a 5% surcharge on all card bookings and the customer has to show the driver the card on which payment is made. The customer must also show matching photo ID and the cardholder must be present.

Once a card has been verified for a customer they will be able to use that card without ID in all future transactions.

Maximum Passengers and Bags per vehicle

  • Saloon- 1-4 passengers, 1-2 suitcases and 2 handbags
  • Estate- 1-4 passengers, 3-4 suitcases and 2 handbags
  • MPV –
  • 1-4 passengers, 6 suitcases and 6 handbags
  • 5 passengers, 5 suitcases and 5 handbags
  • 6 passengers, 2 suitcases and 6 handbags
  • 7 seat minibus- 1-7 passengers, 8 suitcases and 8 handbags
  • 8 seat minibus- 1-8 passengers, 8suitcases and 8 handbags

CASH BOOKINGS AND CREDIT AND DEBIT CARD BOOKING ADDITIONAL FEES All cash payments shall be made directly to the driver and the Company acts as agent for the driver when processing the cash booking. All cash bookings are accepted by the Company on behalf of the driver.

Please note all our drivers are self-employed, and these terms shall be considered the terms of trading between the driver and the Customer.

The Company reserves the right to charge the Customer for any additional costs which may be incurred by the Company as a result of any variation from the Original Journey specified at the time of booking.

The Customer will be responsible for the conduct of all passenger(s) and shall pay for any loss and/or damage caused by such passenger(s) to the vehicle or any other property of the Company, including but not limited to cleaning costs following any spillage or soiling of the vehicle.

Airport Pickups

In relation to collections from airports/airport pickups; The fare will increase by £5.00, i.e. Terminal 1 2 3 4 = £25.00 to drop off, the collection/pickup will be £30.00.

The customer is responsible for paying the car parking fees.

The driver will enter the airport terminal 20 minutes after the flight has landed or later if specified at the time of booking.

Cancelation Fees:

If the booking is cancelled upon arrival of the vehicle to collect the Customer of any passenger(s) a cancellation fee will be payable by the Customer to the Company.

Per bookings/local pickups-

cancelation fees apply if the customer cancels 5 minutes or less before the booking and the driver is already dispatched.

Pre bookings/central London –

cancelation fees apply if the customer cancels 10 minutes or less before the booking and the driver is already dispatched.

Pre bookings/outside our pickup area-

cancelation fees apply if the customer cancels 20 minutes or less before the booking and the driver is already dispatched
.
Pre bookings/outside M25-

cancelation fees apply if the customer cancels 30 minutes or less before the booking and the driver is already dispatched.

Pre bookings/airport pickups-

cancelation fees apply if the customer cancels after the driver has entered the car park.

the prices for cancellation are as follows:

  • Local- £5.00
  • Central London – £8.00
  • Outside our pickup area- £15.00
  • Outside M25- £25.00
  • Airport pickups- £15.00 + car parking fees

In the event that the Customer requires the Company during the course of the Original Journey to make any alternative pick up(s) or collection(s)of passenger(s) or goods from other locations during the course of the Original Journey or drop off any passenger(s) at other locations other than specified in the Original Journey or to take any variation for the Original Journey route specified at the time of booking, additional charges may be applied by the Company, at its then current charge rate, which is available on request.
In the event that the Customer requires more than 4 passengers to travel in a vehicle and has not specified this at the time of booking of the Original Journey additional charges may be levied by the Company, at its then standard charge rates, which are available on request for the provision of a larger vehicle or the carriage of additional passengers in excess of 4.

Cleaning Costs

  • £25.00 for Saloon & Estate.
  • £35.00 for MPV & Mini bus.

Peak Time Charges:

Monday-Friday, including bank holidays, between 7-9.30 am & 4-6.30 pm there is a variable peak time charge of between 10% and 50%.

Waiting/Loading Time

The Customer and any passenger(s) and any luggage or personal items shall be ready for collection at the time specified by the Customer when the booking is made.
The Company will allow 5/10 minutes for waiting or loading, when picking up the Customer and passenger(s). In the event that all Customers have not boarded the vehicle within 5/10 minutes of the time specified at the time of booking the Original Journey or if no time is specified the time of arrival of the vehicle at the pickup address the Company reserves the right to charge the Customer for the total loading/waiting time (for the avoidance of doubt, including the first 5/10 minutes) at its current rate which is £12.00 per hour or £1.00 every 5 minutes for Saloon and Estate vehicles and £18.00 per hour or £1.50 every 5 minutes for MPV and  Minibus vehicles.

All telephone calls will be recorded and monitored for training and security purposes.

Company Information:

Regal Travel ltd.
149 Ladbroke Grove, W10 6HJ
Tel: 0207 221 2222 / 0207 229 8884
admin@www.regalcarslondon.com
customercare@regalcarslondon
www.regalcarslondon.com
Company registration No: 8310658
Public Carriage Office License (PCO): 0823201