Our Terms & Conditions
# STREAMLINE TAXIS LIMITED
Terms and Conditions for the Supply of Booking Services
**Company Name:** Streamline Taxis Limited
**Company Number:** 04618411
**Part of the Group:** Streamline Executive Travel (Company Number: 05938041)
**Telephone:** 01622 750000
**Email:** [taxis@streamlinekent.co.uk](mailto:taxis@streamlinekent.co.uk)
These Terms and Conditions apply to all booking services provided by Streamline Taxis Limited in connection with the provision of transportation services by self-employed drivers and subcontracted licensed operators.
By making a booking with Streamline Taxis Limited, whether by telephone, app, website, payment link, email or any other booking method, you agree to these Terms and Conditions.
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# 1. Definitions
**“Booking Services”** means the services provided by Streamline Taxis Limited relating to the acceptance, administration and arrangement of private hire bookings.
**“Customer”** means the person making the booking and includes any passenger travelling under the booking.
**“Driver”** means a licensed private hire or hackney carriage driver providing transportation services.
**“Driver Services”** means the transportation services provided by the Driver.
**“Fare”** means the total amount payable for the journey including any waiting time, additional charges, airport fees, parking charges, tolls, cancellation charges or cleaning charges.
**“COA” or “Cancel on Arrival”** means a cancellation charge applied where a Driver has substantially arrived at or is close to the pickup point.
**“Additional Charges”** means any additional sums payable outside of the quoted fare including waiting time, airport drop-off charges, parking charges, toll charges, vehicle cleaning charges or cancellation charges.
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# 2. Operator Licences
2.1 Streamline Taxis Limited operates under private hire operator licences issued by:
* Maidstone Borough Council
* Tonbridge and Malling Borough Council
* Tunbridge Wells Borough Council
2.2 Streamline Taxis Limited may subcontract bookings to other licensed operators where necessary and permitted by law.
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# 3. Booking Services and Service Levels
3.1 Streamline Taxis Limited provides booking and dispatch services which include:
a. Accepting bookings by telephone, app, website, email or payment link;
b. Arranging suitable Drivers to undertake journeys;
c. Monitoring and administering bookings;
d. Taking and processing payments;
e. Communicating booking information to Customers and Drivers;
f. Handling complaints, feedback and lost property enquiries.
3.2 Streamline Taxis Limited may provide different service levels including Standard and Executive services.
3.3 “Executive” services refer to enhanced transportation services which may include executive-standard vehicles, priority dispatch, professional chauffeur-style presentation, business travel support, airport meet and greet services, account management support and enhanced booking monitoring.
3.4 Executive services are subject to availability and may incur higher fares or minimum charges.
3.5 Streamline Taxis Limited acts as an agent for Drivers and does not itself provide transportation services.
3.6 Streamline Taxis Limited reserves the right to refuse or cancel any booking at its discretion.
3.7 Customers are responsible for ensuring all booking details are correct including:
a. Accepting bookings by telephone, app, website, email or payment link;
b. Arranging suitable Drivers to undertake journeys;
c. Monitoring and administering bookings;
d. Taking and processing payments;
e. Communicating booking information to Customers and Drivers;
f. Handling complaints, feedback and lost property enquiries.
3.8 Streamline Taxis Limited will not accept bookings for passengers under the age of 16 travelling without adult supervision.
3.9 Customers are responsible for ensuring all booking details are correct including:
* Date and time of booking;
* Pickup address;
* Destination;
* Flight details;
* Number of passengers;
* Amount of luggage.
3.10 Streamline Taxis Limited cannot guarantee vehicle availability at any exact time due to traffic conditions, weather, road closures, operational demand, breakdowns or circumstances beyond its control.
3.11 Any estimated pickup times or estimated arrival times provided by Streamline Taxis Limited are estimates only. Streamline Taxis Limited does not accept liability for delays, missed appointments, missed flights, missed trains, missed events or onward travel connections.
3.12 Customers are responsible for allowing sufficient time for travel and are advised to take appropriate travel insurance where necessary.
3.13 Streamline Taxis Limited may use subcontracted licensed operators where appropriate to fulfil bookings.
3.8 Streamline Taxis Limited may use subcontracted licensed operators where appropriate to fulfil bookings.
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# 4. Airport Bookings
4.1 Customers are responsible for ensuring that all airport booking information is accurate, including:
* Flight number;
* Date of travel;
* Pickup time;
* Terminal details.
4.2 If a Customer books an airport transfer for the incorrect date or time and the Driver attends in accordance with the booking provided, the full Fare may be charged as a Cancel on Arrival (COA).
4.3 Where a Customer realises that incorrect flight or booking details have been provided, they must contact Streamline Taxis Limited by telephone or email before the flight has departed. In such circumstances, Streamline Taxis Limited will use reasonable efforts to amend the booking without applying a full COA charge.
4.4 Airport pickups and out-of-area pickups must be prepaid before the booking is confirmed.
4.5 Streamline Taxis Limited reserves the right to cancel any airport or out-of-area booking where prepayment has not been received.
4.6 Airport pickup times based on flight arrival information are estimates only and may be affected by delays, customs, immigration, baggage collection or airport operational issues.
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# 5. Payment for the Booking Services
5.1 The Booking Services and the use of the Website and the Streamline App are provided to Customers free of charge.
5.2 Any charges incurred by Customers through the use of the Streamline App, including but not limited to mobile network charges, internet access charges or data charges, are the sole responsibility of the Customer and not the responsibility of Streamline Taxis Limited.
5.3 Streamline Taxis Limited reserves the right to introduce charges for the provision of Booking Services, including fees for the use of the Streamline App, and Customers will be notified in advance where possible.
5.4 Streamline Taxis Limited, app providers, software providers and payment processors may introduce administration fees, processing fees or service charges where applicable.
5.5 Any network charges incurred through use of the Streamline App or Website remain the responsibility of the Customer.
5.6 Customers are responsible for payment of all Fares and Additional Charges.
5.2 Payment may be made by:
* Cash;
* Debit or credit card;
* App payment;
* Website payment;
* Secure payment link;
* Account facilities where approved.
5.3 Streamline Taxis Limited pre-authorises card payments made through the app, website and payment links.
5.4 Streamline Taxis Limited does not pre-authorise additional amounts above the quoted fare unless additional charges become payable during or after the journey.
5.5 Where additional charges arise, including waiting time, parking, tolls, cleaning charges or route amendments, Streamline Taxis Limited reserves the right to collect the outstanding balance.
5.6 All airport bookings and out-of-area pickups require payment in advance.
5.7 Streamline Taxis Limited reserves the right to suspend or refuse future bookings where payments are declined or remain unpaid.
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# 6. Cancellation Policy
6.1 Customers may cancel a booking before a Driver has been dispatched without charge.
6.2 A Call Out Fee may be charged where a Driver has been dispatched to the booking and the Customer cancels, fails to attend, cannot be contacted or otherwise abandons the booking.
6.3 The Call Out Fee may be up to the full quoted Fare depending on the stage of the booking and Driver location.
6.4 If a Driver is en route to the booking and is within five (5) minutes of the pickup address when the Customer cancels, the full Fare will be charged as a Cancel on Arrival (“COA”).
6.5 If the Driver arrives at the pickup point and the Customer fails to attend, refuses to travel or cannot be contacted, the full Fare may be charged.
6.6 Cancellation charges may also apply where:
* Incorrect booking details were provided;
* The Customer is not present at the agreed pickup time;
* The Customer refuses the allocated vehicle;
* The booking is abandoned after dispatch.
6.7 Streamline Taxis Limited reserves the right to refuse future bookings from Customers who repeatedly cancel bookings or fail to attend bookings.
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# 7. Fare Estimates
7.1 Unless otherwise stated, fares provided by Streamline Taxis Limited are fixed fares based on the booking details supplied at the time of booking.
7.2 Fixed fares apply only to the booked journey details originally provided by the Customer and may change where:
* Pickup or destination details change;
* Additional stops are added;
* Waiting time applies;
* The route is materially altered at the Customer’s request;
* Additional passenger requirements are added.
7.3 Airport bookings include up to 60 minutes waiting time from the recorded flight landing time.
7.4 After the included 60-minute airport waiting period has expired, waiting time will be charged at £25 per hour in 15-minute increments.
7.5 Standard bookings include a 10-minute grace period from the booked pickup time.
7.6 After the 10-minute grace period, waiting time charges may apply.
7.7 Wait and return journeys are charged from the moment the Driver begins waiting and no grace period applies.
7.8 Additional charges may apply due to:
* Traffic conditions;
* Diversions or road closures;
* Waiting time;
* Additional pickup or drop-off points;
* Passenger-requested route changes;
* Airport charges;
* Parking charges;
* Toll charges;
* Vehicle upgrades;
* Late-night tariffs;
* Seasonal or peak demand.
7.9 Streamline Taxis Limited accepts no liability where additional charges arise outside the original fixed fare.
7.10 Estimated pickup times and estimated arrival times are advisory only and are not guaranteed.
7.11 Streamline Taxis Limited shall not be liable for any losses arising from delays, missed appointments, missed travel connections or missed events.
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# 8. Customer Responsibilities
7.1 Customers must behave in a reasonable and respectful manner towards Drivers and staff.
7.2 Customers are responsible for any damage, excessive soiling or cleaning required to a vehicle caused by themselves or passengers travelling under their booking.
7.3 Customers are responsible for ensuring that children travel in accordance with UK law relating to child seats and restraints.
7.4 Drivers reserve the right to refuse carriage where a Customer:
* Appears intoxicated;
* Behaves aggressively or abusively;
* Presents a safety risk;
* Is carrying prohibited or dangerous items.
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# 9. Vehicle Damage, Cleaning and Passenger Conduct
9.1 Customers are responsible for any damage caused to a vehicle by themselves or any passenger travelling under their booking.
9.2 Customers may be charged for:
* Vehicle damage;
* Excessive cleaning;
* Vomit or bodily fluid contamination;
* Interior or exterior damage;
* Smoking-related cleaning;
* Damage caused by luggage or animals.
9.3 A minimum soiling and cleaning charge of £50.00 will apply where a vehicle requires professional or substantial cleaning as a result of passenger actions.
9.4 Additional charges above the minimum £50.00 cleaning fee may apply where the damage, contamination, loss of earnings or repair costs exceed the minimum charge.
9.5 Streamline Taxis Limited reserves the right to recover cleaning charges, repair costs, loss of earnings and administration costs arising from vehicle damage or contamination.
9.6 Drivers may refuse carriage where Customers or passengers:
* Appear intoxicated;
* Behave aggressively or abusively;
* Threaten Driver safety;
* Attempt to carry prohibited items;
* Smoke or vape in the vehicle;
* Exceed legal passenger limits.
9.7 Customers are responsible for ensuring passengers wear seatbelts where legally required.
9.8 Streamline Taxis Limited reserves the right to refuse future bookings from Customers who abuse Drivers, staff or booking systems.
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# 10. Lost Property
8.1 Streamline Taxis Limited will make reasonable efforts to assist with lost property enquiries.
8.2 Streamline Taxis Limited accepts no responsibility for any items left in vehicles.
8.3 Returned property may be subject to an administration or delivery charge.
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# 11. Accounts and Business Customers
11.1 Streamline Taxis Limited may provide account facilities to approved business or personal account customers.
11.2 Account applications may be subject to status checks and credit checks.
11.3 Streamline Taxis Limited reserves the right to refuse, suspend or terminate any account facility.
11.4 Account invoices must be paid within the agreed payment terms.
11.5 Failure to pay invoices on time may result in:
* Suspension of account facilities;
* Cancellation of future bookings;
* Interest charges;
* Recovery action.
11.6 Account holders remain responsible for all bookings made using their account credentials.
11.7 Streamline Taxis Limited reserves the right to charge administration fees and late payment charges on overdue invoices.
11.8 Interest may be charged on overdue invoices at 4% above the Bank of England base rate.
11.9 Account holders are responsible for ensuring authorised users keep account credentials secure.
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# 12. Lost Property
9.1 Streamline Taxis Limited will use reasonable care and skill in providing Booking Services.
9.2 Streamline Taxis Limited shall not be liable for:
* Delays caused by traffic, weather or road conditions;
* Missed flights, trains, ferries or appointments;
* Delays caused by Driver availability;
* Losses arising from incorrect booking information;
* Any indirect or consequential loss.
9.3 Nothing in these Terms excludes liability where such exclusion would be unlawful.
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# 13. Limitation of Liability
10.1 Streamline Taxis Limited may offer account facilities to approved business customers.
10.2 Account invoices must be paid within the agreed payment terms.
10.3 Streamline Taxis Limited reserves the right to suspend account facilities where invoices remain unpaid.
10.4 Account Customers remain liable for all journeys booked under their account credentials.
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# 14. Data Protection and Privacy
11.1 Streamline Taxis Limited processes personal information in accordance with applicable UK data protection legislation.
11.2 Customer information may be shared with Drivers and subcontracted operators solely for the purpose of fulfilling bookings.
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# 15. Technology, App and Website Services
15.1 Streamline Taxis Limited does not guarantee that the Streamline App, website, payment systems or booking systems will always operate uninterrupted, securely or error free.
15.2 Booking systems may be affected by:
* Internet outages;
* Mobile network issues;
* Software failures;
* Third-party outages;
* GPS inaccuracies;
* Maintenance or upgrades.
15.3 Streamline Taxis Limited accepts no liability for losses arising from technical failures outside its reasonable control.
15.4 Customers are responsible for ensuring they provide accurate contact details including telephone numbers and email addresses.
15.5 Streamline Taxis Limited may send booking confirmations, tracking updates, arrival notifications and payment receipts by SMS, app notification or email.
15.6 Customers are responsible for checking messages and notifications relating to their booking.
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# 16. Amendments
12.1 Streamline Taxis Limited reserves the right to amend these Terms and Conditions at any time.
12.2 Updated Terms and Conditions will be made available on request and via official company channels.
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# 17. Subcontracting
17.1 Streamline Taxis Limited may subcontract bookings to other licensed private hire operators where necessary.
17.2 Where bookings are subcontracted, the transportation service may be carried out by drivers or operators outside of the Streamline fleet.
17.3 Streamline Taxis Limited will use reasonable efforts to ensure subcontracted operators are properly licensed.
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# 18. Governing Law
13.1 These Terms and Conditions are governed by the laws of England and Wales.
13.2 Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.
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**Streamline Taxis Limited**
Company Number: 04618411
Part of Streamline Executive Travel – Company Number: 05938041
Telephone: 01622 750000
Email: [taxis@streamlinekent.co.uk](mailto:taxis@streamlinekent.co.uk)