Last updated: 16 September 2026
Welcome to Chepstow Cars, a private hire taxi company based in Notting Hill, London. These Terms and Conditions govern your use of our website, online booking system, and private hire minicab services. By booking a journey with Chepstow Cars, you agree to comply with and be bound by the terms outlined below.
1. Bookings & Confirmations
- Advance Notice: All bookings made online, via email, or over the phone must include complete pickup, destination, passenger count, luggage details, and valid contact information.
- Booking Confirmation: A booking is considered accepted only once you receive a formal confirmation via SMS, email, or direct dispatch confirmation.
- Accuracy: Customers are responsible for verifying that pickup times, terminal details, and addresses are correct at the time of booking.
- Service Availability: All bookings are subject to vehicle and driver availability, particularly during peak periods. We primarily serve Notting Hill and the surrounding areas of West London.
2. Fares, Payments & Pricing
- Fixed Fares: Quoted airport transfers and long-distance rates are fixed and based on standard routes and passenger details provided during booking.
- Route Inclusions: Standard fixed quotes include mandatory clean air, London ULEZ, and relevant congestion charges unless stated otherwise.
- Extra Stops & Deviations: Any unscheduled deviations, additional pickups, or extra drop-off points will incur additional charges based on standard mileage rates.
- Payment Methods: We accept major debit/credit cards, approved digital payments, authorized corporate account billing, and cash directly to the driver where permitted.
3. Airport Transfers & Waiting Time
- Flight Monitoring: We monitor inbound commercial flights using live tracking tools. Pickup times are automatically adjusted for flight delays where flight numbers have been provided.
- Airport Waiting Periods: Standard airport pickups include up to 45 minutes of complimentary waiting time starting from the recorded flight landing time.
- Additional Waiting Charges: Waiting time exceeding the complimentary period will be charged at our standard hourly waiting rate.
- Non-Airport Pickups: For standard residential and local addresses, a 10-minute grace period is provided from the agreed pickup time.
4. Cancellations & Refund Policy
- Advance Cancellations: Journeys cancelled more than 3 hours prior to the scheduled pickup time incur no cancellation penalty and are eligible for a full refund.
- Late Cancellations: Cancellations made within 3 hours of the scheduled pickup time, or after a driver has been dispatched, may be charged up to 100% of the agreed fare.
- No-Show Policy: If a passenger fails to arrive at the designated pickup point without prior notice within 30 minutes (non-airport) or 60 minutes (airport), the booking will be classified as a “No-Show” and charged in full.
5. Passenger Conduct & Vehicle Safety
- Luggage Capacity: Passengers must select a vehicle category capable of carrying their luggage volume safely. Drivers reserve the right to refuse unsecured excess baggage that breaches vehicle safety limits.
- Behavior & Safety: We reserve the right to refuse service to any passenger demonstrating aggressive, abusive, or unsafe behavior.
- Soiling & Damage Fees: A valeting surcharge will apply if a vehicle is soiled, contaminated, or damaged by a passenger during transit.
- Prohibited Items: Smoking, vaping, and the transport of hazardous or illegal substances inside our vehicles is strictly prohibited.
6. Limitation of Liability
- Chepstow Cars strives to ensure all vehicles arrive on schedule. However, we cannot be held liable for journey delays caused by extreme traffic congestion, road closures, severe weather, mechanical breakdown, or events beyond our reasonable control.
- We strongly advise passengers booking airport connections to schedule adequate buffer time for check-in, security screening, and terminal transit.
- Chepstow Cars does not accept liability for personal belongings left behind in vehicles, though our team will make reasonable efforts to recover and return lost property.
7. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
8. Contact Information
For inquiries, booking amendments, or dispute resolutions regarding these terms:
Company Name: Chepstow Cars
Phone: (020) 7730 4888
Email: info@chepstowcars.co.uk
Office Location: 349 Ladbroke Grove, W10 5NA, London, United Kingdom