These Terms and Conditions, together with the booking details submitted through our website or otherwise confirmed by our office, form the agreement between Brunel Executive Cars (“we”, “us” or “our”) and the person making the booking (“you” or “the customer”) for the provision of private hire, executive chauffeur and airport transfer services (“the Services”).
By making a booking, you confirm that you have read and accepted these Terms and Conditions on behalf of yourself and any passengers travelling under your booking.
We reserve the right to amend these Terms and Conditions from time to time. Any changes will apply to future bookings. For existing confirmed bookings, the terms and agreed price at the time of booking will normally apply, unless a change is required by law or otherwise agreed with you.
We request a minimum of 12 hours’ notice for online bookings. If you require a journey within 12 hours, please contact our office by telephone to check availability.
A booking is confirmed only when we have accepted it and provided confirmation through our agreed booking process.
You are responsible for providing accurate and complete booking information, including:
Your name and contact details.
Pickup address and destination.
Date and time of travel.
Number of passengers.
Luggage requirements.
Flight details, where applicable.
Any special requirements relevant to your journey.
Please use the additional information or special instructions field when making your booking to notify us of any specific requirements.
Any changes to your booking must be agreed with our office and may result in an additional charge or a change to the quoted price.
You are responsible for allowing sufficient time to reach your destination, taking into account traffic conditions, roadworks, airport check-in deadlines, security procedures and other foreseeable delays.
Although we will make reasonable efforts to provide a punctual service, we cannot guarantee arrival at a particular time where delays arise from circumstances beyond our reasonable control.
We will not be responsible for missed flights, appointments, events or other connections where these result from insufficient time being allowed by the customer or from circumstances beyond our reasonable control, subject always to applicable law.
Passengers must be ready at the agreed pickup location at the scheduled collection time. Delays caused by passengers not being ready may result in additional waiting charges and, where applicable, the booking being treated as a no-show.
You must select a vehicle suitable for the number of passengers and the quantity, size and type of luggage being carried.
Every child, regardless of age, counts as one passenger when determining vehicle capacity.
We cannot guarantee that a vehicle will accommodate luggage or items that exceed its available capacity. Please inform us in advance of unusually large suitcases, pushchairs, mobility equipment or other bulky items.
If the vehicle booked is unsuitable because the passenger or luggage requirements were not disclosed accurately, we may need to arrange a suitable alternative, subject to availability and any agreed additional charges.
The price quoted is based on the journey details and requirements supplied when the booking is made.
Additional charges may apply where the customer requests or requires changes to the agreed journey, including:
Additional mileage or destinations.
Route deviations or additional stops.
Extended waiting time beyond the allowance included in the quotation.
Changes to the pickup or destination address.
Additional services or requirements not included in the original quotation.
Any additional charges will be calculated in accordance with our applicable pricing structure. Where reasonably practicable, we will explain any additional charges before proceeding with the requested change.
We will not impose charges that are prohibited by applicable law.
For airport pickup bookings, the quotation includes up to 60 minutes of waiting time, unless a different allowance is expressly confirmed in writing.
Waiting time is intended to allow passengers to complete normal airport arrival procedures, including immigration and luggage collection. Additional waiting charges may apply after the included allowance has expired.
Our driver will normally wait for up to 90 minutes following the agreed airport pickup time, subject to the circumstances of the booking and any alternative arrangement confirmed with our office.
If you are delayed, please contact us as soon as possible using the contact details provided in your booking confirmation.
Where the passenger has not arrived or made contact within the applicable waiting period, our driver or office will make reasonable attempts to contact the passenger using the details supplied at the time of booking.
If contact cannot be established and the passenger does not arrive within the applicable waiting period, the booking may be treated as a no-show. Any resulting charge or refund will be determined in accordance with our cancellation and refund policy and applicable consumer law.
You are responsible for supplying accurate flight details when booking an airport transfer. We will use the flight information provided to monitor arrivals where flight monitoring is available and forms part of the service.
If you need to cancel or amend your booking, please contact Brunel Executive Cars as soon as possible.
Where a booking is cancelled at least 24 hours before the scheduled pickup time, we will provide a refund of the amount paid, subject to any applicable legal requirements and any clearly disclosed terms applicable to the booking.
For cancellations made less than 24 hours before pickup, cancellation charges may apply where these have been disclosed to you before the booking is confirmed.
If a vehicle has already been dispatched when you cancel, we may charge a reasonable amount reflecting costs already incurred, where permitted by law and provided the applicable charge has been properly disclosed.
If you wish to change your booking, we will make reasonable efforts to accommodate the request, subject to availability. Changes may affect the price.
Nothing in this section limits any cancellation, refund or other rights you may have under applicable consumer protection legislation.
We make reasonable efforts to ensure that drivers arrive at the agreed pickup location at the scheduled time.
If your driver is delayed or unable to complete the journey because of traffic, vehicle breakdown or another unforeseen circumstance, we will make reasonable efforts to notify you and arrange a suitable alternative vehicle, including through a trusted partner or subcontractor where available.
If your driver has not arrived at the agreed time, please contact our office before making alternative arrangements so that we can investigate and assist.
If you leave the pickup location without contacting us or allowing a reasonable opportunity for us to resolve the situation, this may affect any refund or compensation claim, subject to your statutory rights.
We cannot guarantee reimbursement for the cost of alternative transport arranged independently without our prior agreement. Any claim will be considered in accordance with the circumstances and applicable law.
We may use suitably authorised partner operators or subcontractors to fulfil a booking where necessary.
We also reserve the right to substitute the booked vehicle or chauffeur where operational circumstances require it, provided that any replacement is appropriately suitable for the journey and complies with applicable licensing and safety requirements.
Where a substitution materially affects the agreed service, we will make reasonable efforts to notify you in advance.
Passengers must behave respectfully towards the driver and other occupants and must comply with reasonable safety instructions.
We reserve the right to refuse, suspend or terminate a journey where a passenger’s behaviour presents a genuine risk to the safety of the driver, passengers or vehicle, including where a passenger is abusive, threatening, violent or appears to be so impaired by alcohol or drugs that safe transport cannot reasonably be provided.
Where it is necessary to terminate a journey, passengers will be asked to leave the vehicle at the first reasonably safe location.
Any cancellation charge, refund or additional amount arising from such circumstances will be assessed fairly and in accordance with applicable law.
All our vehicles operate a strict no-smoking and no-vaping policy.
Eating and drinking are not permitted unless the driver or our office has expressly agreed otherwise.
You are responsible for the conduct of all passengers travelling under your booking.
If a passenger causes the vehicle to become unusually dirty or requires specialist cleaning, we may seek to recover reasonable, evidenced cleaning costs attributable to that incident.
We will not impose an automatic or disproportionate charge unrelated to the actual circumstances.
Children count towards the total passenger capacity of the vehicle, regardless of age.
Please inform our office when booking if a child seat or booster seat is required.
We will make reasonable efforts to accommodate child-seat requests, but availability must be confirmed in advance. You may bring your own suitable child seat, subject to vehicle compatibility and applicable legal requirements.
Where you provide your own child seat, you are responsible for its suitability and, unless otherwise agreed, its installation. The driver may decline to proceed if the proposed arrangement is unsafe or unlawful.
If you have a return journey booked, you may request that we retain your child seat for the return collection. This arrangement must be agreed in advance and is subject to available storage and operational requirements.
Our vehicles are maintained and insured in accordance with applicable legal requirements for the services provided.
Passengers are responsible for their personal belongings throughout the journey and should check the vehicle before leaving.
We will take reasonable care of property that comes into our possession. However, we cannot accept responsibility for loss or damage where this results from circumstances for which we are not legally responsible.
Passengers should ensure that luggage is properly identified and should notify the driver of any particularly valuable, fragile or unusual items.
Nothing in these Terms and Conditions excludes or restricts liability where such exclusion or restriction is prohibited by law.
If a vehicle breaks down or becomes unsuitable for continued use during a journey, we will make reasonable efforts to arrange an alternative vehicle or other appropriate assistance as soon as reasonably practicable.
Replacement arrangements will depend on vehicle availability, location, road conditions and the circumstances of the incident.
Where we are unable to provide the agreed service, any refund or other remedy will be assessed in accordance with the booking terms and applicable law.
Where such circumstances prevent us from providing the service, we will inform you where reasonably practicable and consider appropriate alternative arrangements.
If we cancel a booking and are unable to provide the agreed service, any refund due will be handled in accordance with applicable law and the terms of your booking.
Nothing in this section removes any rights you may have as a consumer.
Customers must not assume that a journey or arrangement made privately with an individual driver is a booking accepted by Brunel Executive Cars.
We cannot accept responsibility for arrangements that have not been authorised or confirmed by us, except where liability cannot lawfully be excluded.
If you are dissatisfied with any aspect of our service, please contact our office by telephone or email and provide your booking reference, journey details and a description of the issue.
We will review your complaint fairly and make reasonable efforts to respond and resolve the matter promptly.
Where required, we will provide appropriate information about call recording and handle any personal information in accordance with our privacy notice and applicable data protection legislation.
Personal information will be handled in accordance with our Privacy Policy and applicable data protection legislation.
Please refer to our Privacy Policy for further details about how we collect, use, retain and protect personal information.
Receipts may be provided electronically or in another agreed format.
Where an emailed receipt is requested on the day of travel, please allow up to two working days for it to be issued.
If you require a receipt for business or expense purposes, please notify our office and provide any necessary billing details.
These Terms and Conditions are governed by the laws of England and Wales, and any disputes will be dealt with by the courts of England and Wales, subject to any mandatory consumer rights or jurisdictional protections that apply.
If any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
Nothing in these Terms and Conditions affects any statutory rights that cannot lawfully be excluded or restricted.
Brunel Executive Cars
Last updated: 21 October 2026