Terms & Conditions

1. Definitions

In these Terms & Conditions:

“Company”, “we”, “us”, or “our” refers to Lymmited. Also referenced by DTRAVEL during
communications.

“Client”, “you”, or “your” refers to the individual or individuals making a booking and/or those travelling
under the booking.

“Passenger(s)” refers to any individual travelling in the vehicle under a confirmed booking, whether or not
they are the named Client.

“Service” refers to the private hire or chauffeured transport services provided by the Company.

“Vehicle” means a fully licensed private hire or chauffeured vehicle, assigned by the Company to fulfil the
Client’s booking, operated in accordance with applicable local authority or licensing regulations.

“Chauffeured Vehicle” refers to an executive-class vehicle, driven by a professional chauffeur, typically
offered under premium or account-based bookings with enhanced service expectations.

“Driver” means an individual duly authorised and appropriately licensed to operate a private hire or
chauffeured vehicle on behalf of the Company.

“Booking” means the agreement for provision of services made between the Client and the Company,
including agreed journey details, dates, times, vehicle type, and quoted price.

2. Scope and Application

2.1 These Terms & Conditions apply to all bookings made with the Company, whether submitted via
telephone, email, online platform, or third-party partner, unless the Client holds a separate business account
agreement.
2.2 Where a business account agreement exists, its terms shall take precedence in the event of any conflict
with these Terms & Conditions.
2.3 By placing a Booking, the Client agrees to be bound by these Terms & Conditions in full.
2.4 By accepting a booking confirmation or allowing the service to proceed, the Client is deemed to have
accepted these Terms & Conditions.
2.5 These Terms apply to both domestic and business clients unless superseded by a bespoke written
agreement.

3. Bookings

3.1 All Bookings are subject to availability and confirmation.
3.2 A Booking is confirmed only upon receipt of written confirmation via email or message.
3.3 We reserve the right to refuse, cancel, or amend a Booking at our discretion.
3.4 It is your responsibility to allocate sufficient time for your journey.
3.5 You must ensure the vehicle booked is suitable for all passengers and luggage.
3.6 Children count as full passengers regardless of age.
3.7 Price quotations or enquiries do not constitute a confirmed booking. Only written confirmation from the
Company shall constitute acceptance.
3.8 Same-day bookings and amendments requested within 24 hours of travel are subject to availability and
may incur additional charges.
3.9 It is the Client’s responsibility to check the details within their confirmation. The Company will not be held
liable for errors not brought to its attention prior to the journey.

4. Pricing and Payment Terms

4.1 Prices are based on journey details provided and include standard tolls and airport access fees unless
otherwise stated.
4.2 Payments are accepted in GBP via:
(a) Cash
(b) Card (in vehicle or via secure link)
(c) Bank transfer
4.3 Surcharges apply as follows:
(a) Personal debit/credit card: No surcharge
(b) Business debit/credit card: 2% surcharge
(c) American Express: 5% surcharge
4.4 Chauffeured service bookings are confirmed only upon full pre-payment.
4.5 Minibus bookings require a non-refundable deposit to secure the booking.
4.6 The Company reserves the right to request full or part pre-payment for any journey and to withhold
service until payment is received.
4.7 Where pre-payment is requested, the due date will be clearly communicated at the time of booking.
Failure to make payment by this date may result in cancellation.
4.8 Price quotations are valid for 48 hours unless otherwise stated. If not confirmed within that period, prices
may be subject to change.
4.9 Receipts or invoices will be provided upon request or automatically for pre-paid bookings.
4.10 In the event of a refund, any card surcharges applied at the time of payment are non-refundable.

5. Cancellations and Refunds

5.1 All cancellations must be confirmed in writing.
5.2 Refunds for pre-paid bookings are issued as follows:
(a) Less than 12 hours’ notice: No refund
(b) Between 12 and 24 hours’ notice: 50% refund
(c) More than 24 hours’ notice: Full refund (excluding non-refundable minibus deposits)
5.3 Refunds will be processed within 7 working days to the original payment method.
5.4 Cancellations made after a vehicle has been dispatched may result in full charges.
5.5 A booking is considered “dispatched” once a driver has been assigned and/or is en route to the pickup
location.
5.6 If a booking is rescheduled instead of cancelled, the Company may, at its discretion, transfer any
payments or deposits to the new date, subject to availability.
5.7 The Company reserves the right to cancel any booking due to unforeseen circumstances (e.g. severe
weather, vehicle breakdown, driver unavailability). In such cases, a full refund will be issued unless a
suitable replacement is offered and accepted by the Client.

6. Amendments

6.1 All booking amendments must be made in writing and are subject to availability.
6.2 Any changes to the original journey details may result in revised pricing.
6.3 Amendments requested within 24 hours of the scheduled pickup time may incur a fee.
6.4 Amendments may include changes to pickup or drop-off addresses, vehicle type, journey time, date,
number of passengers, or luggage requirements.
6.5 While the Company will make reasonable efforts to accommodate late amendments, they cannot be
guaranteed and may be declined based on scheduling limitations.
6.6 Amendments are not valid until confirmed in writing by the Company.

7. Airport Transfers

7.1 The Company monitors flights and adjusts pickup times where possible using third-party systems.
7.2 Clients must notify the Company without delay of any delays, cancellations, missed flights, or booking
errors.
7.3 If a driver attends at the wrong time or date due to incorrect or missing information provided by the
Client, or if no passenger is present, the full fare remains payable.
7.4 All airport bookings include 60 minutes of waiting time from the time of flight landing. Thereafter, the
following charges apply:
• Private Hire and Hackney vehicles: £10 per 15 minutes
• Chauffeured vehicles: £12 per 15 minutes
7.5 The Company will only drop off and collect from officially designated airport pickup and drop-off areas.
7.6 Standard airport access charges (drop-off or pickup fees for the minimum charged period) are included
in all quotes. Any additional parking charges incurred due to delays not caused by the Company or its Driver
will be charged to the Client.
7.7 For meet and greet bookings, the driver will enter the arrivals terminal approximately 20 minutes after
landing. A name board or digital sign will be used where applicable.
7.8 The Company will make reasonable efforts to maintain contact with the Client or Passenger during any
delay or disruption. Clients must ensure their contact number is active and monitored on arrival.
7.9 If a significant flight delay prevents the original driver from completing the service, the Company will
attempt to reassign another driver or propose a rescheduled collection. If the Client chooses not to wait, no
refund will be provided.
7.10 While the Company tracks incoming flights using third-party systems, we are not responsible for
inaccuracies or missed updates in those systems.

8. Vehicle Suitability and Luggage

8.1 The Client is responsible for selecting a vehicle suitable for the number of passengers and their luggage.
8.2 The Company offers the following general capacity guidance:
(a) Car: Maximum 4 passengers, 2 large suitcases, 2 cabin cases, and hand luggage
(b) MPV: Maximum 8 passengers (or 7 for chauffeured bookings), 8 large suitcases, 4 cabin cases, and
hand luggage
(c) Minibus: Maximum 16 passengers, 16 large suitcases, 8 cabin cases, and hand luggage
8.3 If the booked vehicle is deemed unsuitable on arrival:
(a) The original fare remains fully payable
(b) A replacement or additional vehicle may be dispatched, subject to availability
(c) If a second vehicle is required to complete the journey, both will be chargeable
8.4 Vehicle capacity guidelines are provided during the quotation and booking process. It is the Client’s
responsibility to ensure the selected vehicle can accommodate all passengers and luggage.
8.5 If travelling with unusually large, bulky, or delicate items (e.g. wheelchairs, musical instruments, or sports
equipment), the Client must inform the Company at the time of booking to ensure appropriate arrangements
are made.
8.6 The Company reserves the right to refuse the carriage of excessive, hazardous, or undeclared luggage.
In such cases, the fare remains payable in full.

9. Return Journeys

9.1 Return journeys must be booked in advance to be guaranteed.
9.2 Pricing structure:
(a) One-way to the airport: charged at a lower base rate
(b) One-way from the airport: charged at a higher rate
(c) Full return booked in advance: both legs are charged at the lower outbound rate
9.3 Adding a return journey later is subject to availability and will be charged at the higher return rate.
9.4 For return journeys, the Company allows a maximum of one hour waiting time from the scheduled
landing time, plus a reasonable allowance for baggage reclaim and terminal exit.
9.5 During any delay, the Company will attempt to maintain communication and will advise of expected
collection timing or driver reassignment where necessary.
9.6 If the Client chooses not to wait and arranges alternative transport without prior agreement from the
Company, the return fare remains payable in full and no refund will be issued.
9.7 Return journeys must relate to the original booking and typically begin or end at the same address or
region. Any deviations may be treated as a separate booking and priced accordingly.

10. Conduct and Safety

10.1 Clients and passengers must behave respectfully and responsibly at all times during the journey.
10.2 The following are strictly prohibited inside the vehicle:
(a) Smoking (including e-cigarettes)
(b) Consumption of alcohol, unless explicitly agreed in advance with the Company
(c) Abusive, threatening, or discriminatory behaviour toward the Driver or other passengers
10.3 Drivers may refuse or terminate service if any passenger:
(a) Appears intoxicated or under the influence of drugs
(b) Acts in a threatening, abusive, or unsafe manner
(c) Poses a risk to safety or legal compliance
10.4 Routes may be altered by the Driver in the interest of safety, traffic conditions, or efficiency.
10.5 The Company operates a zero-tolerance policy toward any form of abuse, aggression, discrimination,
or inappropriate behaviour directed at Drivers or fellow passengers.
10.6 The Client is responsible for the conduct of all passengers under their booking. Any breach of conduct
by one or more passengers may result in service refusal or immediate termination of the journey.
10.7 In cases of misconduct, intoxication, unsafe behaviour, or risk to property, the journey may be
terminated immediately and no refund will be issued.
10.8 The Driver may refuse to carry any items deemed unsafe, illegal, excessively large, or otherwise
inappropriate for transport.
10.9 For the safety of passengers and drivers, CCTV recording may be active in the vehicle. Recordings
may be reviewed and shared with relevant authorities in the event of an incident or dispute.

11. Soilage and Damage

11.1 Fixed soilage charges apply as follows:
• Car (including chauffeured): £50
• MPV (including chauffeured): £75
• Minibus: £75
11.2 Any damage caused to the vehicle by a Client or passenger is chargeable at the full repair cost as
quoted by an authorised dealer or approved repair centre.
11.3 Soilage includes but is not limited to: vomiting, food or drink spillage, bodily fluids, mud, or any
substance requiring specialised cleaning or temporary removal of the vehicle from service.
11.4 If the vehicle must be taken out of service due to soilage or damage, the Client may also be charged for
loss of use, calculated based on missed bookings or the vehicle’s typical daily hire value.
11.5 Repair costs will be based on estimates or invoices from authorised dealerships or repair centres. The
Company is not obliged to obtain multiple quotes.
11.6 These charges apply regardless of whether the Client personally caused the damage or another
passenger under their booking did so.

12. Liability

12.1 The Company shall not be liable for any direct, indirect, or consequential loss arising from delays,
missed flights or appointments, or service failure, except where such failure is a direct result of the
Company’s proven negligence.
12.2 The Company shall not be liable for services not carried out due to incorrect or incomplete information
provided by the Client, including inaccurate times, dates, or addresses.
12.3 All luggage is carried at the Client’s own risk. The Company accepts no liability for damage to or loss of
luggage unless caused by proven negligence.
12.4 The Company shall not be liable for any indirect, incidental, or consequential losses including but not
limited to loss of business, profit, opportunity, or reputation, except where caused by the Company’s proven
negligence.
12.5 While every effort will be made to ensure timely arrival and journey completion, the Company does not
guarantee exact timing. Clients should allow appropriate contingencies when planning travel.
12.6 Except in cases of death or personal injury caused by proven negligence, the Company’s total liability
shall not exceed the cost of the journey booked.
12.7 Clients are strongly advised to obtain suitable travel insurance to cover missed flights, delays,
cancellations, or losses resulting from events outside the Company’s control.

13. Complaints

13.1 Any complaints must be submitted in writing within 7 days of the service date.
13.2 The Company aims to respond to all formal complaints within 10 working days.
13.3 Where appropriate, complaints may be referred to the relevant local licensing authority for independent
review.
13.4 Complaints must be submitted in writing via email or post to the Company’s official contact details as
shown on the website or booking confirmation.
13.5 All complaints will be logged and investigated fairly. The Company may request further details or
statements from the Client, Driver, or other relevant parties in order to resolve the matter.
13.6 Complaints may not be upheld if the Company finds no breach of duty, service failure, or unreasonable
conduct on the part of its representatives.
13.7 Feedback received outside the formal 7-day window may still be reviewed at the Company’s discretion
to support ongoing service improvements, though a formal resolution may not be issued.

14. Unattended Minors

14.1 Children under the age of 16 must not travel alone unless a formal arrangement has been made with
the Company in advance.
14.2 The Company reserves the right to decline carriage where appropriate adult supervision is not
arranged or where safeguarding concerns arise.
14.3 A formal arrangement may include written permission, a school contract, or pre-approved consent
provided by a parent or guardian. Verbal permission alone will not be accepted for non-contracted services.
14.4 Drivers are not responsible for supervising unattended minors during travel and will not accept
responsibility for their welfare beyond the provision of safe and professional transport.
14.5 Where a minor is permitted to travel unaccompanied under a formal agreement, a valid emergency
contact number must be provided and must remain reachable during the journey.

15. Force Majeure

15.1 The Company shall not be held liable for failure to perform, or for delays in performing, any of its
obligations under these Terms & Conditions due to events beyond its reasonable control.
15.2 Events considered force majeure include but are not limited to: adverse weather conditions, road
closures, traffic congestion, strikes, lockouts, industrial action, civil unrest, war, acts of terrorism, pandemics,
natural disasters, vehicle breakdowns, delays caused by third parties, and failure of communication or GPS
systems.
15.3 In the event of a force majeure incident, the Company shall not be held liable for any failure or delay in
service delivery, and no compensation or refund shall be due unless otherwise agreed.
15.4 The Company will make reasonable efforts to resume service as soon as practicable after the force
majeure event has passed or been resolved.

16. Waiting Time – Grace Period

16.1 A 15-minute grace period is provided from the scheduled pickup time.
16.2 Waiting time is measured from the scheduled pickup time, or from the actual arrival time of the driver if
the driver arrives later than scheduled.
16.3 Once the grace period has elapsed, waiting time charges apply as follows:
• £10 per 15 minutes for Private Hire and Hackney bookings
• £12 per 15 minutes for Chauffeured bookings
16.4 Drivers may allow additional discretionary time in certain circumstances, such as when the Client
contacts the office in advance to notify of a minor delay. However, this is not guaranteed and remains at the
discretion of the Driver or the Company based on scheduling constraints.

17. Child Seats

17.1 The Client is responsible for supplying and fitting any child or booster seats as needed. Drivers are not
responsible for fitting or securing child seats.
17.2 In accordance with UK law, children aged 3 and over may travel without a child seat in licensed private
hire vehicles if one is not available, provided they use a seatbelt. Children under 3 may travel unrestrained in
the rear of a licensed vehicle for short journeys only.
17.3 For Chauffeured services, clients are encouraged to request child seat provisions in advance. While not
guaranteed, the Company may be able to provide appropriate seats with prior notice, subject to availability
and liability waiver.
17.4 If a Client supplies a child seat for an outbound journey and requires it to be used again on the return
journey, the Company may store it temporarily if agreed in advance. However, the Company accepts no
liability for any loss or damage to stored items.

18. Lost Property

18.1 Any property left in a Company vehicle will be retained for a period of 7 days. After this period,
unclaimed items will be surrendered to the police in accordance with local licensing authority requirements.
18.2 Lost property is stored securely at the Company’s office or designated depot during the 7-day holding
period. Clients must arrange collection during office hours.
18.3 It is the Client’s responsibility to contact the Company regarding lost items. The Company does not
guarantee proactive notification of found items unless identifying details are available.
18.4 Perishable, hazardous, or illegal items will be disposed of immediately and will not be retained.
18.5 If the Client requests the return of an item by post or courier, a reasonable administration and postage
fee will be charged. The Company accepts no liability for loss or damage once the item has been handed to
the postal or courier service.

19. In-Vehicle Recording

19.1 For the safety of passengers and drivers, CCTV recording may be active in Company vehicles.
Recordings may be shared with authorities in the event of an incident or upon lawful request.
19.2 All Private Hire and Hackney vehicles licensed in Warrington are required to have CCTV installed.
Executive Chauffeured vehicles may be exempt from this requirement.
19.3 Vehicles licensed outside Warrington that are fitted with CCTV will display appropriate signage advising
of its use.
19.4 CCTV systems record video continuously but do not record audio unless activated. Audio recording can
be initiated by pressing the red button located in the front or rear of the vehicle.
19.5 Drivers do not have access to or control of the secured CCTV system or its footage.
19.6 All CCTV systems are operated in accordance with UK data protection laws, including GDPR. The
purpose of recording is strictly for safety, security, and incident investigation.
19.7 Footage is automatically overwritten after a set period unless flagged for investigation. In such cases,
footage may be retained for up to 90 days or as required by law.
19.8 Passengers do not have the right to request deletion of footage if it is required for legal, regulatory, or
investigative purposes.

20. Entire Agreement

20.1 These Terms & Conditions, together with any confirmed booking correspondence, constitute the entire
agreement between the Client and the Company.
20.2 This agreement supersedes any prior discussions, communications, representations, or
understandings (whether oral or written) between the Client and the Company unless expressly confirmed in
writing.
20.3 No person or entity who is not a party to this agreement shall have any rights to enforce any of its terms
under the Contracts (Rights of Third Parties) Act 1999.

21. Governing Law

21.1 These Terms & Conditions shall be governed by and construed in accordance with the laws of England
and Wales.
21.2 Any disputes arising under or in connection with these Terms shall be subject to the exclusive
jurisdiction of the courts of England and Wales.