Terms and Conditions

Hallmark Executive Travel Services Ltd

The following terms and conditions are automatically accepted when a booking is made.

  • Booking Confirmations
    • Bookings made on our web site will be confirmed by an email to the address entered and will include our unique reference. No other confirmation will be issued
    • Any subsequent changes made to a booking will be confirmed by an email to the address entered at the time the booking was created
    • The cancellation of a booking will be confirmed by an email to the address entered at the time the booking was created.
  • Cancelling A Booking
    • Cancellations made up to 12 hours before the scheduled pick-up time will incur an credit/debit card surcharge of £5.00 including VAT
    • Cancellations made less than 12 hours but more than 4 hours before the scheduled pick-up time will incur an administrative charge of £15.00 including VAT in addition to the credit/debit card surcharge
    • There will be no refunds for cancellations made less than 4 hours before the scheduled pick-up time
    • Cancellations will be confirmed by an email to the address entered at the time the booking was created.
  • Prices and Payments
    • The price quoted is in Pounds sterling and includes VAT at the prevailing rate
    • The price quoted is only valid at the time that the quote is requested
    • Once a booking is confirmed the price will not change and there will be no surcharges or refunds regardless of any future variation in our charges unless they are a result of changes made to the original booking
    • Any price quoted is based on the information given at the time of booking. Subsequent changes to a booking may result in a differential payment being required or a partial refund being made
    • Payment can be made using a recognised Credit or Debit Card. Unfortunately, we cannot take American Express. Cards will be charged at the time of making the booking. A small non-refundable surcharge for Credit or Debit Card payment will be included in the price quoted.
    • For airport and sea port pick-ups the first hour of waiting time is free. Excessive delays beyond one hour will be chargeable at the prevailing rate. After notifying the holder, payment will be requested against the credit/debit card used when making the booking
    • We cannot take payment in cash or by cheque for bookings made through our web site.
  • Refunds
    • Where payment was made by credit or debit card a refund will be made to the same card that was used for payment. Due to money laundering laws refunds cannot be made to another card.
  • Changing the Details of a Booking
    • A minimum of 12 hours notice is required for changes that affect the journey route or service requested
    • Account holders may make changes to their bookings through our web site or by email, fax or letter
    • Non-Account holders should email or fax the required changes
    • To avoid misunderstandings, change requests can only be accepted in writing. Verbal requests will be treated as provisional until confirmed via fax, email or letter.
  • Failure to locate passengers
    • If we are unable to locate passengers at the pick-up point, every effort will be made to rectify this before the vehicle is called off
    • Where we have followed the instructions on a booking no refund will be made for aborted pick-ups
    • For airport collections, after allowing for delays in flights and customs, two or more announcements will be requested over the public addressing system using the name given on the booking
    • For home address pick-ups a telephone call will be made to the number given to us on the booking
    • Passengers will be expected to contact us if they are unable to locate their driver within 15 minutes of the scheduled pick-up time.
  • Sub Contracting
    • We reserve the right to sub contract a booking
    • Our regular sub contractors are vetted for insurance cover, licensing, etc
    • As far as possible the service will be to a similar standard as that provided by us
    • Where a sub contractor charges more for providing the service as booked this will be our responsibility.
  • Health and Safety
    • Where fitted and where required by law all passengers must wear seat belts
    • Individual items of luggage weighing in excess of 20Kg may be refused
    • No animal may be carried without prior consent and this will usually be restricted to domestic animals housed securely in a suitable carrying case that is in good repair
    • Guide dogs and hearing dogs will be carried provided we are given a minimum of 48 hours notice
    • If we fail to provide a pre booked child seat, in agreement with the customer, we will use their own child seat and return it to them on their return transfer with us. If the customer does not have a return transfer booked, the customer is responsible for collecting the child seat from us at their own expense or take the child seat with them on exiting the vehicle at the destination
    • As a Private Hire Company the law regarding the supply of child seats applies
    • A request for a child seat must be made at the time of booking
    • While every effort will be made to fulfil a request, failure to do so does not constitute breach of contract
    • We do not accept any liability for customer’s child seats that are left with us
    • If a customer does not request a child seat at the time of booking and wishes to use their own, the customer will remain responsible for it and must remove it from the vehicle at the destination. The customer remains responsible for the storage of their own child seat at the airport if they do not take it with them on their onward journey
    • If a customer uses their own child seat, the customer remains responsible for fitting it correctly and safely in our vehicle and the customer must remove the child seat at the destination without damage to the interior of the vehicle
    • Any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat to the driver, the vehicle or other passengers may be refused travel
    • If, as a result of passengers’ actions, a vehicle is damaged or soiled the person who made the booking will be charged for rectifying the vehicle and for losses incurred whilst the vehicle was unusable
    • A strict no smoking policy applies to all our vehicles.
  • Complaints Procedure
    • Any complaint must be in writing either by letter to Customer Services, Hallmark Executive Travel Services Ltd, Hallmark House, Firbank Estate, Dallow Road, LUTON, LU1 1TW and must include receipts if applicable or by email to Customer Services
    • Any complaint must be made within 28 days of the alleged incident
    • A complaint will be acknowledged within two working days of receiving it
    • We will endeavour to resolve any complaint within 28 days and give our decision in writing.
    • This Procedure and the Terms and Conditions do not affect your Statutory Rights.
  • Exclusions and Responsibilities
    • We accept no responsibility or liability for loss or damage covered by your own insurance.
    • It is the passengers responsibility to ensure that all luggage and personal effects have been loaded into the vehicle at the start of the journey
    • We accept no responsibility for personal property left in our vehicle including but not limited to monies, jewellery and other valuables. It is your responsibility to check the vehicle at the end of the journey
    • The client is responsible for ensuring that the vehicle (service) selected when making the booking is reasonably capable of carrying the intended volume of luggage or to select a larger vehicle if there is any doubt
    • We accept no responsibility or liability for any direct or indirect loss as a result of matters beyond our control such as but not limited to traffic delays, weather, mechanical or electrical failure of our vehicle, pollution, natural disaster, terrorism, vandalism.