Legal

Terms & Conditions

Terms and Conditions for the supply of Booking Services by Streamline Taxis Limited.

Last updated: 30 September 2026

1. About These Terms

1.1 These Terms and Conditions (“Terms”) govern the Booking Services provided by Streamline Taxis Limited (“Streamline”, “we”, “us” or “our”), a company registered in England and Wales (company number 04618411).

1.2 They apply to every booking you make with us, whether by telephone, mobile app, website, secure payment link, email or any other booking method.

1.3 By making a booking, you confirm that you have read, understood and agree to these Terms, on your own behalf and on behalf of every passenger travelling under your booking. If you do not agree to these Terms, please do not make a booking.

1.4 Nothing in these Terms affects your statutory rights as a consumer.

2. Definitions

2.1 In these Terms:

“Booking Services” means the services we provide 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.

“Quoted Fare” means the fixed price we give you at the time of booking for the journey details you supply, before any Additional Charges.

“Fare” means the total amount payable for the journey, being the Quoted Fare plus any Additional Charges.

“Additional Charges” means any sums payable outside the Quoted Fare, including waiting time, airport drop-off charges, parking charges, toll charges, vehicle cleaning charges or cancellation charges.

“Cancel on Arrival” or “COA” means a cancellation charge applied where a Driver has substantially arrived at, or is close to, the pickup point.

“Airport Pickup” means a journey where we collect you from an airport.

“Airport Drop-off” means a journey where we take you to an airport.

“Prepayment” means payment that has been made and successfully received before a booking is dispatched.

3. Booking Services

3.1 We provide booking and dispatch services, which include:

• accepting bookings by telephone, app, website, email or payment link;
• arranging suitable Drivers to undertake journeys;
• monitoring and administering bookings;
• taking and processing payments;
• communicating booking information to Customers and Drivers;
• handling complaints, feedback and lost property enquiries.

3.2 We operate under private hire operator licences issued by Maidstone Borough Council, Tonbridge and Malling Borough Council, and Tunbridge Wells Borough Council.

3.3 We act as a booking agent, arranging licensed Drivers to carry out journeys. We do not ourselves provide the transportation (see section 17).

3.4 We may provide different service levels, including Standard and Executive services. “Executive” services refer to enhanced transportation which may include executive-standard vehicles, priority dispatch, professional presentation, business travel support, airport meet-and-greet, account management support and enhanced booking monitoring. Executive services are subject to availability and may incur higher fares or minimum charges.

3.5 We may refuse or cancel any booking at our discretion.

3.6 We do not accept bookings for passengers under the age of 16 travelling without adult supervision.

3.7 We may subcontract bookings to other appropriately licensed operators where necessary and permitted by law (see section 17).

4. Making a Booking

4.1 You can book by telephone, app, website, secure payment link or email.

4.2 A booking you place is an offer, which we may accept or decline. A booking is only arranged once we have accepted it and, where Prepayment is required, once payment has been received (see sections 8 and 10).

4.3 Some bookings — including Airport Pickups and out-of-area journeys — require Prepayment before they are confirmed for dispatch (see sections 8 and 10).

4.4 We will use reasonable care and skill when entering the details you give us (see clause 5.2).

4.5 You are responsible for giving us complete and accurate booking information (see section 5).

5. Booking Confirmations and Customer Responsibilities

5.1 You are responsible for providing correct and complete booking information. Depending on the journey, this includes:

• pickup date;
• pickup time;
• pickup address;
• destination;
• passenger name;
• contact telephone number;
• email address, where supplied;
• number of passengers;
• luggage requirements;
• vehicle requirements;
• airport;
• terminal;
• flight number;
• arrival or departure information;
• any additional stops;
• any special requirements.

5.2 We take reasonable care to enter your booking accurately from the information you provide.

5.3 When you make a booking, we may send you a confirmation by SMS, email, app notification, web confirmation or another electronic method. The confirmation sets out the principal details of your booking.

5.4 You must check your confirmation as soon as you receive it. If any detail is wrong, you must contact us promptly so that we can correct it. Please do not assume that an incorrect confirmation will correct itself.

5.5 Where a confirmation accurately reflects the information you supplied, we are not responsible for losses arising from incorrect information you gave us (see clause 20.3). This does not affect your statutory rights.

6. Telephone Bookings and Call Recording

6.1 Telephone calls to and from Streamline may be recorded and retained for legitimate purposes, including:

• verifying booking instructions;
• resolving booking disputes;
• customer service;
• staff training;
• quality monitoring;
• handling complaints;
• fraud prevention and security; and
• establishing what information was supplied or agreed when a booking was made.

6.2 Call recordings are handled in accordance with our Privacy Policy and applicable UK data protection law, which explain the purposes of recording and how long recordings are kept.

6.3 If a dispute arises about a telephone booking, we may refer to the call recording to check the instructions that were given.

6.4 Where the booking we entered accurately reflects the information you gave, or subsequently confirmed, we are not responsible for losses caused by incorrect information you supplied — for example a wrong date, pickup time, airport, terminal, flight number, pickup address or passenger requirement. Where an error was made by us, this clause does not apply. Nothing in this clause affects your statutory rights.

7. Airport Transfers

7.1 In this section, “Airport Pickup” and “Airport Drop-off” have the meanings given in section 2: an Airport Pickup is a journey where we collect you from an airport, and an Airport Drop-off is a journey where we take you to an airport.

7.2 You are responsible for providing accurate airport details, including the flight number, date of travel, pickup time, airport and terminal.

7.3 For Airport Pickups, we may use flight-tracking information to help schedule your collection around your actual landing time. However, third-party flight data may be inaccurate, delayed or unavailable, and flight monitoring is not guaranteed. You remain responsible for giving us the correct flight number and date.

7.4 Airport pickup times based on flight information are estimates only, and may be affected by delays, customs, immigration, baggage reclaim or airport operations.

7.5 Airport bookings include up to 60 minutes’ waiting time from the recorded flight landing time (see section 12).

7.6 If you book an airport transfer for the wrong date or time and the Driver attends in line with the booking provided, the full Fare may be charged as a COA.

7.7 If you realise that incorrect flight or booking details have been provided, you must contact us by telephone or email before the flight departs. We will then use reasonable efforts to amend the booking without applying a full COA charge.

7.8 Airport parking and airport charges reasonably incurred in fulfilling your booking may be added to your Fare (see section 9).

7.9 Airport Pickups must be prepaid — see section 8.

8. Airport Prepayment

8.1 Airport Pickups (journeys where we collect you from an airport) must be paid for in advance, unless we have expressly agreed another arrangement with you — such as an approved business or account booking.

8.2 A booking that requires Prepayment is not confirmed for dispatch until payment has been successfully received. The generation of a booking confirmation does not override an outstanding Prepayment requirement, and does not by itself mean that a vehicle will be dispatched.

8.3 We are not required to dispatch a vehicle for an Airport Pickup that has not been paid for. If payment has not been received by the time required, the vehicle may not be sent and the booking may be cancelled.

8.4 You are responsible for ensuring that payment is completed successfully. A declined card, a failed pre-authorisation, an expired or unused payment link, or an otherwise incomplete payment does not count as payment.

8.5 Where appropriate, we may contact you and provide a secure payment link so that you can complete Prepayment.

8.6 Out-of-area journeys also require Prepayment, on the same basis as Airport Pickups. We may also require advance payment for Airport Drop-offs; where we do, the rules in this section apply in the same way.

8.7 Where we cancel a booking for any reason other than your breach of these Terms, or where we are unable to provide the service (including because of an event outside our reasonable control), we will refund any Prepayment you have made for that booking.

9. Fares and Additional Charges

9.1 Unless otherwise stated, our fares are fixed fares based on the booking details you provide at the time of booking.

9.2 A fixed fare applies only to the journey details originally provided, and may change where:

• the pickup or destination details change;
• additional stops are added;
• waiting time applies;
• the route is materially altered at your request; or
• additional passenger requirements are added.

9.3 Additional Charges may apply, including for:

• 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; and
• cleaning or damage (see section 14).

9.4 Additional Charges that fall outside the original fixed fare are payable by the Customer, and we may collect any outstanding balance (see section 10).

10. Payment

10.1 The Booking Services, and the use of our website and the Streamline app, are provided to Customers free of charge.

10.2 Any charges you incur through using the app — including mobile network, internet access or data charges — are your responsibility and not ours.

10.3 We reserve the right to introduce charges for the Booking Services, including fees for use of the app, and will notify you in advance where possible. Payment processors and software providers may apply administration, processing or service charges where applicable.

10.4 You are responsible for payment of all Fares and Additional Charges.

10.5 Payment may be made by cash, debit or credit card, app payment, website payment, secure payment link, or approved account facilities.

10.6 Card payments made through the app, website and payment links may be pre-authorised. We do not pre-authorise amounts above the quoted Fare unless Additional Charges become payable during or after the journey, in which case we may collect the outstanding balance.

10.7 Airport Pickups and out-of-area journeys require Prepayment (see section 8).

10.8 We may suspend or refuse future bookings where payments are declined or remain unpaid.

11. Cancellations, No-Shows and COA

11.1 You may cancel a booking before a Driver has been dispatched without charge. App and website bookings are also subject to the cancellation policy shown at the time of booking (see clause 11.6).

11.2 A call-out charge may apply where a Driver has been dispatched to the booking and you cancel, fail to attend, cannot be contacted, or otherwise abandon the booking. The charge may be up to the full quoted Fare, depending on the stage of the booking and the Driver’s location.

11.3 If a Driver is en route and within five minutes of the pickup address when you cancel, the full Fare may be charged as a COA.

11.4 If the Driver arrives at the pickup point and you fail to attend, refuse to travel, or cannot be contacted, the full Fare may be charged as a no-show or COA.

11.5 Cancellation charges may also apply where:

• incorrect booking details were provided;
• you are not present at the agreed pickup time;
• you refuse the allocated vehicle; or
• the booking is abandoned after dispatch.

11.6 App and website bookings — cancellations after dispatch. For bookings made through the Streamline app or website, a cancellation charge may apply once a Driver has been allocated and has begun travelling towards the pickup location. The amount charged may depend on factors including the Driver’s journey towards the pickup point, the time already committed to the booking, and any applicable booking or cancellation policy shown at the time of booking. Cancelling a booking before a Driver has been dispatched does not necessarily result in a charge. Where a Driver has already arrived at the pickup location, or the passenger cannot be located or contacted, the booking may instead be treated as a no-show or COA and the applicable charge may be applied.

11.7 We may refuse future bookings from Customers who repeatedly cancel or fail to attend.

12. Waiting Time

12.1 Airport bookings include up to 60 minutes’ waiting time from the recorded flight landing time.

12.2 After the included 60-minute airport waiting period has expired, waiting time is charged at £25 per hour, in 15-minute increments.

12.3 Standard bookings include a 10-minute grace period from the booked pickup time. After the grace period, waiting time is charged at £25 per hour, in 15-minute increments.

12.4 Wait-and-return journeys are charged at £25 per hour, in 15-minute increments, from the moment the Driver begins waiting, and no grace period applies.

13. Passenger Conduct

13.1 You and your passengers must behave in a reasonable and respectful manner towards Drivers and staff.

13.2 You are responsible for ensuring that children travel in accordance with UK law on child seats and restraints, and that passengers wear seatbelts where legally required.

13.3 A Driver may refuse carriage where a Customer or passenger:

• appears intoxicated;
• behaves aggressively or abusively;
• presents a safety risk;
• attempts to carry prohibited or dangerous items;
• smokes or vapes in the vehicle; or
• exceeds the legal passenger limit.

13.4 We may refuse future bookings from Customers who abuse Drivers, staff or our booking systems.

14. Damage and Cleaning

14.1 You are responsible for any damage or excessive soiling caused to a vehicle by you or any passenger travelling under your booking.

14.2 You may be charged for:

• vehicle damage;
• excessive cleaning;
• vomit or bodily-fluid contamination;
• interior or exterior damage;
• smoking-related cleaning; and
• damage caused by luggage or animals.

14.3 A minimum soiling and cleaning charge of £50 applies where a vehicle requires professional or substantial cleaning as a result of passenger actions.

14.4 Additional charges above the £50 minimum may apply where the damage, contamination, loss of earnings or repair costs exceed the minimum charge.

14.5 We may recover cleaning charges, repair costs, loss of earnings and reasonable administration costs arising from vehicle damage or contamination.

15. Lost Property

15.1 We will make reasonable efforts to assist with lost property enquiries.

15.2 We take reasonable care, but we are not responsible for items left in vehicles except to the extent the loss is caused by our failure to use reasonable care and skill. Nothing in this clause affects your statutory rights or clause 20.4.

15.3 Returned property may be subject to a reasonable administration or delivery charge.

16. Accounts and Business Customers

16.1 We may provide account facilities to approved business or personal account customers.

16.2 Account applications may be subject to status and credit checks.

16.3 We reserve the right to refuse, suspend or terminate any account facility.

16.4 Account invoices must be paid within the agreed payment terms.

16.5 Failure to pay invoices on time may result in:

• suspension of account facilities;
• cancellation of future bookings;
• interest charges; and
• recovery action.

16.6 Account holders remain responsible for all bookings made using their account credentials, and for ensuring authorised users keep those credentials secure.

16.7 We may charge reasonable administration fees and late-payment charges on overdue invoices, and interest may be charged on overdue invoices at 4% above the Bank of England base rate.

17. Drivers and Subcontracting

17.1 We arrange licensed Drivers to carry out journeys. We act as a booking agent and do not ourselves provide the transportation.

17.2 We may subcontract bookings to other appropriately licensed private hire operators where necessary and permitted by law.

17.3 Where a booking is subcontracted, the transportation may be carried out by drivers or operators outside the Streamline fleet.

17.4 We will use reasonable efforts to ensure that subcontracted operators are appropriately licensed.

18. Website, App and Technology

18.1 We do not guarantee that the app, website, payment systems or booking systems will always operate uninterrupted, securely or error-free.

18.2 Booking systems may be affected by internet outages, mobile network issues, software failures, third-party outages, GPS inaccuracies, and maintenance or upgrades.

18.3 Subject to section 20, we are not liable for losses arising from technical failures outside our reasonable control.

18.4 You are responsible for providing accurate contact details, including telephone numbers and email addresses.

18.5 We may send booking confirmations, tracking updates, arrival notifications and payment receipts by SMS, app notification or email, and you are responsible for checking messages and notifications relating to your booking.

18.6 Website bookings. Before you can complete a booking on our website, you must confirm that you have read and agree to these Terms. You cannot complete a website booking without doing so.

18.7 App bookings. Where you book through the Streamline app, your use of the app and your completion of a booking are subject to these Terms and to any terms presented within the app.

18.8 Telephone bookings. A telephone caller cannot tick the website acceptance box; by making a telephone booking you agree to these Terms. Where practical, our confirmation messages include a link to these Terms at https://www.streamlinekent.co.uk/terms-conditions.

19. Data Protection and Privacy

19.1 We process personal information in accordance with applicable UK data protection law and our Privacy Policy.

19.2 Your information may be shared with Drivers and subcontracted operators solely for the purpose of fulfilling your booking.

19.3 Telephone calls may be recorded (see section 6). Our Privacy Policy explains how we handle call recordings, why we make them, and how long they are kept.

20. Liability

20.1 We will use reasonable care and skill in providing the Booking Services.

20.2 Estimated pickup and arrival times are advisory only and are not guaranteed.

20.3 Subject to clause 20.4, we are not liable for:

• delays caused by traffic, weather or road conditions;
• missed flights, trains, ferries, appointments or events, except to the extent caused by our failure to use reasonable care and skill;
• delays caused by Driver availability, except to the extent caused by our failure to use reasonable care and skill;
• losses arising from incorrect booking information you supplied; or
• any indirect or consequential loss.

20.4 Nothing in these Terms excludes or limits our liability where it would be unlawful to do so — including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law. Nothing in these Terms affects your statutory rights as a consumer.

20.5 You should allow sufficient time for your journey and, where appropriate, take out suitable travel insurance.

21. Events Outside Our Reasonable Control

21.1 We are not liable for any failure or delay in performing our obligations that is caused by events outside our reasonable control, including traffic, road closures, severe weather, accidents or incidents, airport disruption, vehicle breakdowns, industrial action, or other force majeure events.

21.2 We cannot guarantee vehicle availability at any exact time due to such circumstances.

21.3 This section does not affect your statutory rights, or our liability where it cannot lawfully be excluded (see clause 20.4).

22. Changes to These Terms

22.1 We may amend these Terms from time to time.

22.2 The current version is published at https://www.streamlinekent.co.uk/terms-conditions and applies to bookings made after it is posted. We will make updated Terms available on request and through our official channels.

23. Governing Law

23.1 These Terms are governed by the law of England and Wales.

23.2 Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom in which you live.

24. Contact Details

24.1 If you have any questions about these Terms, or about a booking, please contact us:

• Streamline Taxis Limited (company number 04618411), part of Streamline Executive Travel (company number 05938041)
• Address: 68 King Street, Maidstone, Kent ME14 1BL
• Telephone: 01622 750000
• Email: taxis@streamlinekent.co.uk