Terms & conditions

• “We / us / our” means Tripza Cars Limited trading as Tripza Transfers.
• “You” means the person making the booking and, where applicable, all passengers travelling under that booking.
• “Service” means the pre-booked private hire or airport transfer journey (and related assistance such as meet & greet where offered) described in your booking confirmation.
• “Operator / driver” means the licensed private hire driver or transport provider assigned to perform the Service.
• “Booking” means a confirmed reservation made via our website or related channels, including the route, date, time, vehicle class (where applicable), and price agreed at checkout or confirmation.

We operate a booking platform and arrange transport with vetted operators. Unless we expressly confirm otherwise in writing, we act as disclosed agent for operators in concluding the carriage element of your Booking, while contractual responsibility for website services, payments processed through us, and customer communications may rest with us as set out at confirmation.

The vehicle that attends may be operated by a licensed partner fulfilling the same service standard and vehicle category you selected, where operational requirements require substitution.

A Booking is formed when you complete the online flow (or other agreed channel), we accept payment where required, and you receive a booking reference or confirmation email. You must ensure all details (names, flight numbers, addresses, contact number, date and time) are accurate. Please notify us promptly of any errors.

You warrant that you are at least 18 and have authority to book on behalf of all passengers. For corporate bookings, you confirm you are authorised to bind the organisation named on the Booking.

Prices quoted at the time of booking are in the currency shown and, unless stated, include the journey as described (e.g. route, vehicle class, stated inclusions). The minimum fare is £35 unless otherwise stated at checkout. Additional charges may apply for agreed extras (e.g. child seats, additional waiting beyond the included allowance, extra stops not in the original booking, or soiling / damage — see below).

Unless stated otherwise at checkout, you pay a 30% deposit online to confirm your booking. The remaining balance is payable directly to your driver on the day of travel (cash or card where accepted by the driver). Card payments for the deposit are processed securely by Stripe. You agree to provide valid payment details and authorise charges in line with your Booking.

Where VAT applies, it will be included or stated separately in line with applicable law at the time of booking.

Our full rules are in the Cancellation policy. In summary: you may cancel free of charge if you give at least 24 hours notice before your scheduled pick-up time. Cancellations within 24 hours of pick-up are not permitted as free cancellations; fees may apply. Request cancellation or amendment via Manage my booking or our Help page.

If we or the operator cannot fulfil a Booking due to events outside your reasonable control (e.g. safety, licensing, or force majeure), we will use reasonable efforts to offer an alternative or refund any amount you paid for the unperformed leg, in line with applicable law.

Scheduled pick-up times are based on the information you provide. For airport arrivals, we may monitor flight data where offered; however, you remain responsible for informing us of schedule changes where possible.

A reasonable waiting period may be included at pick-up or intermediate stops as stated in your booking or product description. Waiting beyond that, or changes to route or number of stops after booking, may incur extra charges payable to the operator.

If you are not at the agreed meeting point within the applicable waiting period and we cannot reach you, the driver may leave and the Booking may be treated as a no-show.

A no-show occurs when you fail to meet the driver at the agreed location within the included waiting time and cannot be contacted. No-shows may result in forfeiture of your deposit and/or the full journey price, as stated in your booking confirmation. If your flight is delayed, contact us as soon as possible so we can adjust pick-up where operationally possible.

• Be ready at the agreed time and location; carry valid ID if requested for security or regulatory purposes.
• Ensure the booked vehicle capacity (passengers and luggage) is not exceeded. If in doubt, contact us before travel.
• Comply with seatbelt and child restraint laws. Child seats may need to be pre-booked; availability varies by vehicle and region.
• Treat drivers, vehicles, and other passengers with respect. Abusive, threatening, or illegal behaviour may result in immediate termination of the Service without refund.

Standard luggage allowances follow the vehicle class booked. Oversized, excessive, or hazardous items must be declared in advance and may be refused if unsafe or unlawful to carry.

Prohibited items include weapons, illegal substances, unlicensed fireworks, and other goods prohibited by law or operator policy. You are responsible for the contents of your luggage.

Valuables should remain with you. We and operators are not responsible for minor loss or damage to luggage except where caused by our or the operator’s negligence and recovery is not excluded by law.

We aim to supply the vehicle category booked. Substitutions may occur for operational reasons provided the replacement is of equivalent or higher standard where reasonably possible.

Drivers and operators must hold appropriate private hire licences and insurance for the journey (including TfL licensing where operating in London). We expect professional conduct at all times.

• Punctual arrival and safe, lawful driving.
• Clean, well-maintained vehicles suitable for the booking.
• Respectful communication with passengers; no discrimination or harassment.
• Compliance with route, pick-up point, and luggage capacity agreed in the booking.
• No smoking or illegal activity in the vehicle unless permitted by law.

Report concerns about driver conduct promptly via our Help page so we can investigate and take appropriate action with our operators.

You may be charged reasonable cleaning or repair costs if the vehicle is soiled or damaged beyond normal wear through your act or omission, or through those for whom you are responsible.

Fines or penalties arising from passenger conduct (e.g. seatbelt offences) are your responsibility.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under applicable law.

Subject to the previous paragraph, our total aggregate liability arising out of or in connection with these terms and your Booking is limited to the amount you paid to us for the affected Booking (excluding amounts we pass through to third parties), except where a higher cap is required by law.

We are not liable for losses that were not reasonably foreseeable, indirect or consequential loss, loss of profit, or missed flights where caused by events outside our reasonable control (including severe traffic, weather, security incidents, or third-party industrial action), provided we have used reasonable endeavours to perform the Service.

We aim to resolve issues fairly and promptly. To make a complaint:

1. Contact us via our Help centre with your booking reference, journey date, and a clear description of the issue.
2. We will acknowledge your complaint and investigate with the driver or operator where relevant.
3. We aim to provide a substantive response within 14 working days (sooner where possible for urgent safety matters).
4. If you remain dissatisfied and you are a consumer, you may refer the matter to an alternative dispute resolution scheme or your legal advisers, subject to your statutory rights.

Our use of personal data is described in our Privacy policy. By booking, you agree that we may contact you about your journey (including operational messages and, where permitted, service updates).

You must not misuse our website (including attempting unauthorised access, scraping in breach of our robots policy, or introducing malware). Intellectual property in the site, branding, and content belongs to us or our licensors unless stated otherwise.

We may update these terms from time to time. The version on our site at the time you make a Booking will normally apply to that Booking. Material changes will be indicated by updating the “Last updated” date above.

These terms are governed by the law of England and Wales. If you are a consumer resident in the UK, you may bring proceedings in your local courts where mandatory consumer rules allow.

For questions about these terms or your Booking, use the contact options on our Help page.