Terms & Conditions

Last updated: 17 September 2026

These Terms of Service (“Terms”) set out the conditions that apply when you book and travel with Tripenroute. By making a booking, you agree to these Terms. Please read them carefully before you pay.

1. Who we are

Tripenroute provides pre-booked chauffeur and private-hire journeys, including point-to-point transfers, airport transfers, and hourly (“as directed”) hire. Contact details for bookings and support are shown on our website and in your booking confirmation.

2. Booking and confirmation

• A booking request becomes a confirmed booking only after successful payment (or after we accept an agreed alternative payment method in writing).
• You will receive a booking confirmation with your reference, pickup details, vehicle class, and fare.
• Please check the confirmation as soon as you receive it and tell us immediately if anything is wrong.
• We may decline or cancel a booking if payment fails, details are incomplete or inaccurate, or we reasonably believe the journey cannot be fulfilled safely or lawfully.

3. Prices, payment and VAT

• Quoted fares are based on the details you provide (route, date/time, vehicle class, duration, and any extras).
• Payment is taken securely online at booking unless otherwise agreed.
• Prices include VAT where applicable, at the rate shown at checkout.
• Additional charges may apply for extra stops, significant route changes, waiting time beyond the complimentary allowance, out-of-area travel, cleaning for soiling or damage, or other extras agreed with you.
• Card payments are processed by our payment provider. We do not store full card details on our servers.

4. Cancellations and amendments

• More than 24 hours before the scheduled pickup: cancellations are fully refundable.
• Within 24 hours of the scheduled pickup: the booking is generally non-refundable, unless we agree otherwise in writing (for example where we can reallocate the vehicle without loss).
• Amendments (time, address, vehicle class, passenger count) are subject to availability. Fare differences may apply.
• If we cancel a confirmed booking for reasons within our control, you will receive a full refund of amounts paid for that journey.
• No-shows (passenger not present and unreachable after the complimentary waiting period) may be treated as a completed booking and charged in full.

5. Waiting time

• Complimentary waiting time applies from the agreed pickup time (or, for airport arrivals, from the advised landing/ready time once the vehicle is on station).
• Standard pickups typically include a free waiting period; airport pickups include a longer free waiting period as stated on the website or in your confirmation.
• Waiting beyond the free period may be charged per minute at the rate published in our settings or confirmation.
• Please share flight numbers and contact details for airport jobs so we can monitor delays where possible.

6. Your responsibilities

• Provide accurate pickup, drop-off, date/time, passenger count, luggage needs, and contact details.
• Be ready at the agreed location at the booked time (or advise delays promptly).
• Ensure child seats or other special equipment are requested at booking if required.
• Treat the chauffeur and vehicle respectfully. We may refuse or end a journey if behaviour is abusive, illegal, or unsafe.
• You are responsible for personal belongings left in the vehicle; please check before leaving.

7. Vehicles and chauffeurs

• We assign a vehicle and chauffeur appropriate to the service level you selected.
• A specific vehicle model, colour, or registration is not guaranteed unless expressly confirmed in writing.
• We may substitute an equivalent or higher vehicle class if needed.
• Chauffeurs follow applicable licensing, insurance, and road-safety requirements.

8. Luggage and special requests

• Please tell us about oversized luggage, sports equipment, wheelchairs, pets (where permitted), or extra stops when you book.
• We may decline items that cannot be carried safely or legally.
• Child seats and similar equipment should be requested in advance; availability is not guaranteed unless confirmed.

9. Liability

• We will provide the service with reasonable care and skill.
• We are not liable for delays or failure caused by traffic, weather, road closures, events outside our reasonable control, or inaccurate information supplied by you.
• Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited by law.
• Subject to the above, our total liability for a booking is limited to the amount you paid for that booking.

10. Force majeure

We are not responsible for failure or delay caused by circumstances beyond our reasonable control, including severe weather, industrial action, accidents, public emergencies, network or payment outages, or government restrictions. Where possible we will offer a rebooking or refund appropriate to the situation.

11. Privacy

How we collect and use personal data is described in our Privacy Policy. By booking, you also acknowledge that policy.

12. Complaints

If something is not right, contact us as soon as possible with your booking reference. We will investigate and respond as promptly as we reasonably can.

13. Changes to these Terms

We may update these Terms from time to time. The version on this page at the time you book applies to that booking. Material changes will be reflected by updating the “Last updated” date above.

14. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that consumers may also rely on mandatory rights in their country of residence where applicable.