Passenger Terms and Conditions
Effective Date: 01/06/2024
Company Name: Flex Taxis Ltd
Registered in: United Kingdom
These Terms and Conditions (“Terms”) govern the relationship between Flex Taxis Ltd (“Flex Taxis”, “we”, “us” or “our”) and the customer, passenger, account holder, booking agent, organisation or contracting body (“you”, “your” or “customer”) in connection with the booking and use of our taxi, private hire, airport transfer, school transport, social care transport, long-distance and related passenger transport services.
By booking, accessing or using any Flex Taxis service, you confirm that you have read, understood and agreed to be legally bound by these Terms. If you do not agree with any part of these Terms, you must not use our services.
These Terms are designed to promote fairness, transparency, passenger safety and legal compliance. They should be read in accordance with:
The Consumer Rights Act 2015
The Consumer Contracts Regulations 2013
The UK General Data Protection Regulation (UK GDPR)
The Data Protection Act 2018
The Equality Act 2010
Local authority taxi and private hire licensing rules in the United Kingdom
Any other applicable laws, regulations or licensing requirements
1. Vehicle Selection and Capacity
Customers are responsible for selecting the correct vehicle type for the journey.
When making a booking, you must ensure that the requested vehicle is suitable for:
The number of passengers travelling
The amount and size of luggage
Wheelchair, mobility or accessibility needs
Child seats, booster seats or other child safety requirements
Any escort, second adult or additional passenger support requirement
Any special journey conditions, including school transport, care transport or medical transport
Flex Taxis will not be responsible for delays, refusal of service, additional charges or cancellation costs where the customer has failed to provide accurate information.
We reserve the right to refuse the journey or apply additional charges if the dispatched vehicle is unsuitable due to incomplete, inaccurate or misleading booking details.
2. Health and Safety
Flex Taxis is committed to providing a clean, safe and professional transport service.
The following are strictly prohibited in Flex Taxis vehicles:
Smoking
Vaping
Eating, unless agreed in advance for a medical or special support reason
Alcohol consumption
Drug use
Abusive, aggressive or threatening behaviour
Interference with the vehicle, driver or journey operation
Passengers must follow the driver’s reasonable instructions at all times. Flex Taxis reserves the right to refuse or terminate a journey where the safety, comfort or dignity of the driver, passenger or other road users may be affected.
3. Booking and Confirmation
3.1 How to Book
You can book a journey with Flex Taxis through any approved booking channel, including:
Our official website: www.flextaxis.com
Telephone or WhatsApp
Email: booking@flextaxis.com or info@flextaxis.com
Mobile application, where available
A personal or corporate account manager, where approved
A local authority, school, care provider, organisation or authorised booking agent
3.2 Passenger and Customer Responsibilities
You are responsible for providing accurate, complete and timely booking information.
This includes:
Pickup date and time
Full pickup address, including postcode
Full destination address, including postcode
Passenger name and contact number, where appropriate
Number of passengers
Type and quantity of luggage
Vehicle type required
Wheelchair or mobility needs
Child seat requirements
Escort or second adult requirements
School, care, medical or safeguarding-related requirements
Any known risks, support needs or journey restrictions
Any additional stops, waiting time or route instructions
Incomplete or inaccurate information may result in:
Journey delay
Revised fare
Dispatch of an unsuitable vehicle
Cancellation of the booking
Cancellation charges
No refund
Additional waiting, parking, congestion, toll or administrative charges
Flex Taxis will not be liable for missed journeys, missed appointments, additional costs or service disruption caused by incorrect or incomplete booking information supplied by the customer, passenger, parent, guardian, organisation, booking agent or contracting body.
3.3 Hourly Bookings
For hourly hire bookings, the assigned driver will remain available for the agreed period only.
If you wish to extend the booking:
You must contact Flex Taxis as early as possible
Additional time is subject to driver and vehicle availability
Extra charges may apply
Any extension must be confirmed by Flex Taxis
If the booking is not extended and the agreed time expires, the driver may leave and the booking will be treated as completed.
3.4 Booking Confirmation
Once your booking is accepted, Flex Taxis may send confirmation by email, SMS, WhatsApp, telephone or another approved communication channel.
The confirmation may include:
Pickup and drop-off details
Date and time of journey
Estimated or agreed fare
Vehicle category, where specified
Passenger details, where relevant
Any special instructions agreed at booking
You must check the confirmation carefully. If any information is wrong or incomplete, you must notify Flex Taxis immediately.
Confirmation of a booking creates a binding agreement between you and Flex Taxis, subject to these Terms and Conditions.
4. Vehicle Type and Suitability
It is your responsibility to request a suitable vehicle for your travel needs.
You must inform Flex Taxis in advance if you require:
A larger vehicle
Extra luggage space
A wheelchair accessible vehicle
Child seats or booster seats
Pet transport
Additional passenger support
An escort or second adult
School or social care transport arrangements
Any specific safeguarding requirements
Vehicle upgrades or changes after booking may incur additional charges and are subject to availability.
Flex Taxis cannot guarantee a specific make, model or colour of vehicle unless this has been agreed in writing in advance.
We reserve the right to refuse service or apply additional charges where the vehicle becomes unsuitable because of information not disclosed at the time of booking.
5. Safety and Passenger Conduct
5.1 Passenger Behaviour
Passengers must behave responsibly and respectfully at all times.
Flex Taxis may refuse or terminate a journey without refund if a passenger:
Uses abusive, threatening or aggressive language
Is intoxicated or under the influence of drugs
Damages or soils the vehicle
Refuses to wear a seat belt
Refuses to follow the driver’s reasonable instructions
Attempts to interfere with the driver or vehicle
Causes distress, discomfort or risk to the driver or others
Breaches health, safety or public order requirements
Smoking, vaping and eating are not permitted in Flex Taxis vehicles unless an exception has been agreed in advance.
5.2 Customer Conduct and Communication
To ensure a safe, consistent and professional service, customers must not:
Negotiate fares directly with drivers
Offer cash or alternative payment directly to drivers unless agreed by Flex Taxis
Request unauthorised discounts from drivers
Attempt to bypass Flex Taxis’ approved payment systems
Raise company disputes, refund requests or complaints with drivers during a journey
Ask drivers to breach company policy, licensing requirements or road safety rules
All fare queries, refunds, complaints, account questions and booking disputes must be referred to the Flex Taxis Admin Team.
This policy exists to:
Protect passengers from misinformation
Protect drivers from pressure or dispute during journeys
Ensure customer concerns are handled properly
Maintain clear records of all bookings, payments and complaints
For questions, please contact Flex Taxis at info@flextaxis.com or through the official website at www.flextaxis.com.
5.3 Seat Belt Compliance
Wearing a seat belt is a legal requirement for passengers in the UK.
Passengers are responsible for their own compliance. Parents, guardians, carers or responsible adults must ensure that children are correctly restrained using appropriate child seats or booster seats where required.
6. Child Seats, School Transport and Accessibility
Flex Taxis is committed to providing safe and inclusive transport.
6.1 Child Safety Seats
Child seats, including infant seats, toddler seats and booster seats, may be available free of charge where requested in advance.
Customers should request child seats at least 12 hours before the journey.
Availability is not guaranteed for same-day or last-minute requests.
Parents, guardians or responsible adults remain responsible for ensuring that a child is properly secured in the seat.
6.2 School Transport and Children’s Transport
Where Flex Taxis provides school transport, children’s transport, social care transport or transport involving a child in care, the customer, organisation, local authority, parent, carer or booking agent must provide all relevant journey information before the booking is accepted.
This may include:
Whether the child requires an escort or second adult
Any safeguarding concerns
Any risk assessment information relevant to transport
Pickup and drop-off arrangements
School site or campus details
Emergency contact details
Any special instructions from the school, social worker, parent, carer or responsible organisation
If an escort, second adult or additional support is required but not disclosed before booking, Flex Taxis may revise the fare, refuse the journey or apply cancellation charges if the booking cannot proceed on the original agreed basis.
6.3 Accessibility
Wheelchair Accessible Vehicles may be available on request.
Customers must inform Flex Taxis of accessibility needs at the time of booking to avoid delays, cancellation or vehicle suitability issues.
Flex Taxis will make reasonable efforts to accommodate accessibility needs, but vehicle availability cannot be guaranteed for last-minute requests.
7. Pricing and Payment
7.1 Payment Terms
Flex Taxis may accept the following payment methods:
Credit or debit card via website, app or phone
Bank transfer
Direct Debit for approved account holders
Payment through the Flex Taxis admin team
Cash, only where agreed at the time of booking
Approved business or local authority account payment
Unless credit terms have been agreed, payment must be made before the service is provided or before the driver is dispatched.
7.2 Fare Estimates and Fixed Quotes
Fare quotes are based on the information provided at the time of booking.
This may include:
Journey distance
Estimated journey duration
Vehicle type
Time of day
Peak or off-peak travel
Congestion charge
Toll charges
Parking charges
Waiting time
Additional stops
Special requirements
A quote may be revised if the information provided is incomplete, inaccurate or later changed.
Changes that may affect the fare include:
Different pickup or drop-off address
Additional passengers
Additional luggage
Additional stops
Waiting time
Escort requirement
Accessibility requirement
Route change
Delay caused by the customer or passenger
7.3 Special Holiday Rates
Premium or special rates may apply on:
24 December
25 December
26 December
31 December
1 January
UK Bank Holidays
Major event days
Periods of high demand
Customers should confirm the applicable rate before booking.
7.4 Billing Terms for Account Holders
Business, organisation, local authority and personal account holders may receive weekly or monthly itemised invoices where credit terms have been approved.
Unless otherwise agreed in writing:
Invoices must be paid within 30 days
Late payment may result in account suspension
Interest may be charged on overdue invoices
Unpaid invoices may be referred to debt recovery
Flex Taxis reserves the right to withdraw account facilities where payment terms are breached.
8. Waiting Time and Delays
8.1 Airport and Cruise Port Pickups
For airport and cruise port pickups:
60 minutes of free waiting time applies from the actual landing or arrival time
Waiting time after the free period may be charged at £0.35 per minute
Flight monitoring is provided as a courtesy
Customers must still notify Flex Taxis of delays, changes or missed flights where possible
Example:
If your flight is scheduled to land at 14:00 but arrives at 14:45, the driver will wait free of charge until 15:45. If you exit the terminal at 16:00, you may be charged for 15 minutes of waiting time.
8.2 All Other Pickups
For non-airport pickups:
5 minutes of free waiting time applies from the scheduled pickup time
Waiting time after the free period may be charged at £0.25 per minute
Example:
If your pickup is booked for 09:00 and you are not ready until 09:10, a waiting charge may apply for 5 minutes.
8.3 Customer Responsibility for Delays
Customers must notify Flex Taxis as soon as possible if they are delayed.
If a driver is dispatched without notice of delay or cancellation, the full fare may still be charged.
9. Additional Stops
Additional stops must be disclosed at the time of booking or approved before the journey begins.
Additional stops may be charged at:
£3.00 per additional mile
A minimum of £5.00 per stop
Flex Taxis reserves the right to refuse additional stops if they affect driver availability, later bookings, passenger safety or the original journey agreement.
10. Amendments and Route Changes
After a booking is confirmed, the following changes may incur additional charges:
Changing the pickup location
Changing the drop-off location
Adding extra passengers
Adding extra luggage
Adding stops
Altering the planned route
Adding waiting time
Requiring an escort or additional support
Changing the vehicle type
Additional charges may include:
£3.00 per additional mile
A minimum charge for additional stops
A minimum increase of 10% of the original fare for significant route or timing changes
Waiting, parking, toll, congestion or administrative charges
Significant changes must be confirmed by Flex Taxis before the journey proceeds.
11. Cancellations, Refunds and Cancellation Charges
11.1 How to Cancel a Booking
Customers may cancel a booking by contacting Flex Taxis through an approved cancellation channel.
Approved cancellation channels include:
Email: info@flextaxis.com
Telephone or WhatsApp using the contact number provided at the time of booking
Online dashboard cancellation, where available
Direct communication with the Flex Taxis Admin Team
Customers are advised to cancel as early as possible to avoid cancellation charges.
The cancellation time will be treated as the time Flex Taxis receives the cancellation notice, not the time the customer sends it if the message is not received.
A cancellation is not confirmed until Flex Taxis has received and acknowledged the cancellation request.
11.2 Difference Between Personal Taxi Bookings and Contract Taxi Bookings
Flex Taxis applies different cancellation rules depending on the type of booking.
Personal taxi bookings are ordinary individual passenger bookings, such as:
Local journeys
Personal airport transfers
Family journeys
One-off private hire journeys
Shopping trips
Leisure journeys
Personal appointments
Similar one-off personal travel
Contract taxi bookings are planned, repeated, specialist or organisation-arranged transport bookings where a driver, vehicle, route or time slot may be reserved in advance for the customer or organisation.
Contract taxi bookings may include:
School transport
Children’s transport
Transport for children in care
Social care transport
Medical transport
Hospital transport
Rehabilitation transport
Local authority transport
Business account journeys
Staff transport
Corporate transport
Long-distance planned transport
Event transport
Group bookings
Multi-day bookings
Regular weekly or monthly bookings
Any booking where a driver and vehicle have been specifically reserved
11.3 Cancellation Charges for Personal Taxi Bookings
For standard personal taxi bookings, Flex Taxis aims to apply a fair and reasonable cancellation policy.
The following cancellation charges may apply:
Cancellation more than 24 hours before pickup: no cancellation fee will normally apply.
Cancellation between 12 and 24 hours before pickup: Flex Taxis may charge up to 25% of the agreed fare.
Cancellation between 4 and 12 hours before pickup: Flex Taxis may charge up to 50% of the agreed fare.
Cancellation less than 4 hours before pickup: Flex Taxis may charge up to 100% of the agreed fare.
Cancellation after a driver has been allocated or dispatched: Flex Taxis may charge up to 100% of the agreed fare, or a reasonable cancellation charge reflecting the driver’s time, mileage and costs already incurred.
No-show by the passenger: Flex Taxis may charge 100% of the agreed fare.
For short local journeys, Flex Taxis may apply a fixed cancellation fee instead of a percentage charge where this is fairer and more proportionate.
A fixed cancellation fee may apply where:
The passenger cancels after the driver has been allocated
The passenger cancels when the driver is already on the way
The passenger does not attend the pickup location
The passenger cannot be contacted within a reasonable time
The customer provides incorrect pickup details
The fixed cancellation fee may include:
Driver call-out cost
Mileage already travelled by the driver
Waiting time
Parking costs
Congestion charge or tolls already incurred
Reasonable administration costs
11.4 Airport Transfers and Long-Distance Personal Bookings
Airport transfers and long-distance journeys require more planning than ordinary local journeys. A driver and vehicle may be reserved in advance, and other work may be refused.
For personal airport transfers and long-distance bookings, the following cancellation charges may apply:
Cancellation more than 24 hours before pickup: no cancellation fee will normally apply, unless costs have already been incurred.
Cancellation between 12 and 24 hours before pickup: Flex Taxis may charge up to 50% of the agreed fare.
Cancellation less than 12 hours before pickup: Flex Taxis may charge up to 100% of the agreed fare.
Cancellation after the driver has been dispatched: Flex Taxis may charge 100% of the agreed fare.
Passenger no-show: Flex Taxis may charge 100% of the agreed fare.
Where a flight is cancelled, delayed or missed, the customer must contact Flex Taxis as soon as possible. Flex Taxis may, at its discretion, try to reschedule the journey where driver and vehicle availability allows.
Any rescheduled journey may be subject to:
Revised fare
Waiting time
Parking charges
Congestion charges
Driver availability
Vehicle availability
Administration charges
11.5 Cancellation Charges for Contract Taxi Bookings
Contract taxi bookings are subject to stricter cancellation rules because they often require advance planning, driver allocation, route preparation, diary reservation, safeguarding checks, vehicle availability and administrative time.
For contract taxi bookings, the following cancellation charges apply unless different written terms have been agreed:
Cancellation 7 days or more before the scheduled journey: no cancellation fee will normally apply, unless Flex Taxis has already incurred costs.
Cancellation less than 7 days before the scheduled journey: Flex Taxis may charge 50% of the agreed fare.
Cancellation 24 hours or less before the scheduled journey: Flex Taxis may charge 100% of the agreed fare.
Cancellation after the driver has been allocated or dispatched: Flex Taxis may charge 100% of the agreed fare.
No-show, refusal to travel or failure to provide correct journey details: Flex Taxis may charge 100% of the agreed fare.
These charges apply whether the booking is cancelled by:
An individual customer
A business customer
An organisation
A school
A care provider
A local authority department
A public body
A booking agent
A parent, guardian or representative acting on behalf of the passenger
11.6 Multi-Day, Weekly and Regular Contract Bookings
Where a booking covers multiple days, repeated journeys, weekly travel or regular transport, cancellation charges may apply to each cancelled journey within the notice period.
For multi-day or regular bookings:
Journeys cancelled with 7 days or more notice will normally not be charged.
Journeys cancelled with less than 7 days’ notice may be charged at 50% of the agreed fare for each affected journey.
Journeys cancelled with 24 hours or less notice may be charged at 100% of the agreed fare for each affected journey.
Where a full week or block of journeys is cancelled at short notice, Flex Taxis may charge cancellation fees for all affected journeys in that period.
Where Flex Taxis has reserved driver availability for a regular or contract booking, we may also charge reasonable costs already incurred.
11.7 Cancellation Due to Change of Supplier or Alternative Arrangements
Cancellation charges may still apply where a confirmed booking is cancelled because:
The customer chooses another supplier
A contracting organisation changes transport arrangements
The journey is no longer required
A local authority, school, care provider or organisation changes the transport provider
The customer decides to use a different transport option
The customer failed to disclose important journey requirements before the booking was accepted
Choosing another supplier does not automatically remove the customer’s responsibility to pay applicable cancellation charges for a confirmed Flex Taxis booking.
11.8 Escort, Additional Passenger and Special Requirement Changes
Customers and contracting organisations must inform Flex Taxis at the time of booking if the journey requires:
An escort or second adult in the vehicle
A specific safeguarding arrangement
A wheelchair accessible vehicle
A child seat or booster seat
Additional passenger support
A particular vehicle type
Additional luggage space
Pet transport
Additional stops
Waiting time
Route restrictions or special instructions
If these requirements are not disclosed before the booking is accepted, Flex Taxis may:
Revise the fare
Refuse the journey
Apply cancellation charges
Treat the booking as cancelled if it cannot proceed on the original agreed basis
Where an escort, second adult or other additional support is required, the fare may be higher than the original quoted price.
11.9 Costs Already Incurred
In addition to any cancellation fee, Flex Taxis may charge for reasonable costs already incurred in preparing for or delivering the booking.
These may include:
Driver allocation
Driver attendance or dispatch
Mileage already travelled by the driver
Waiting time
Parking charges
Congestion charge
Toll charges
Vehicle preparation
Administrative time
Specialist vehicle arrangements
Third-party costs reasonably incurred by Flex Taxis
These charges may apply even where the journey does not take place.
11.10 No-Show and Failure to Travel
A booking may be treated as a no-show or same-day cancellation where:
The passenger does not attend the agreed pickup location
The passenger cannot be contacted within a reasonable time
The passenger refuses to travel
The customer provides an incorrect pickup address
The customer provides an incorrect drop-off address
The customer provides incomplete or misleading booking information
The journey cannot proceed because of an act, omission or failure by the customer, passenger, parent, guardian, booking agent or contracting organisation
Where a no-show occurs, Flex Taxis may charge the full fare and no refund will normally be issued.
11.11 Refunds
Refunds are assessed on a case-by-case basis and are issued at Flex Taxis’ discretion, subject to these Terms and Conditions.
Where a refund is approved, it will normally be:
Processed within 3 to 10 working days
Returned to the original payment method where possible
Confirmed by email once processed
A minimum administration fee of 10% may apply to refunds.
Refunds will not normally be issued where:
Cancellation is made within the non-refundable cancellation period
The passenger does not attend the pickup location
The customer provides incorrect or incomplete booking information
The customer ends the journey early
The customer changes supplier after a booking has been confirmed
The journey is cancelled after the driver has been dispatched
The service cannot proceed due to the customer’s own act, omission or failure to provide required information
11.12 Rescheduling
Where a customer asks to reschedule a confirmed booking, Flex Taxis may issue a revised fare.
Rescheduling is subject to:
Driver availability
Vehicle availability
Journey timing
Route requirements
Any additional passenger or support requirements
If the rescheduled journey cannot be accommodated, the original cancellation terms may still apply.
11.13 Flex Taxis Discretion
Flex Taxis may waive or reduce cancellation charges in exceptional circumstances.
Any waiver must be confirmed in writing by Flex Taxis.
A decision to waive or reduce a cancellation charge in one case does not create a right to the same treatment in future bookings.
11.14 Acceptance of Cancellation Policy
By confirming a booking with Flex Taxis, the customer accepts this cancellation policy as part of these Terms and Conditions.
12. Rider Conduct
When using Flex Taxis services, passengers agree to:
Treat drivers and staff with courtesy and respect
Wear a seat belt at all times
Avoid smoking, vaping or consuming alcohol inside the vehicle
Avoid excessive noise, offensive language or disruptive behaviour
Avoid damaging or excessively dirtying the vehicle
Follow the driver’s reasonable safety instructions
Flex Taxis reserves the right to:
Refuse or terminate service without refund where passenger conduct creates risk or disruption
Ban passengers who pose a safety risk
Report serious incidents to the police, licensing authority, local authority, school, care provider or relevant organisation where appropriate
13. Luggage and Belongings
Passengers are responsible for their personal belongings throughout the journey.
Flex Taxis accepts no liability for:
Lost items
Damaged items
Stolen items
Items left behind in vehicles after the journey
Customers must inform Flex Taxis in advance if travelling with:
Oversized luggage
Excessive luggage
Pets
Wheelchairs
Mobility aids
Medical equipment
Fragile or valuable items
Hazardous, illegal, flammable or unsafe items are strictly prohibited.
Additional passengers may be allowed with prior approval, subject to vehicle capacity and licensing requirements. Additional charges may apply.
14. Airport Services: Flight Monitoring and Meet and Greet
Flex Taxis may monitor flight arrivals in real time as a courtesy to help coordinate airport pickups.
Customers must provide accurate flight details when booking.
This includes:
Airline
Flight number
Arrival airport
Arrival date
Scheduled arrival time
Terminal, where known
Meet and Greet service may include:
A driver waiting inside the terminal
A name board, where agreed
Complimentary waiting time after flight landing
Additional waiting time charged after the free period
Flex Taxis is not liable for missed pickups, delays or additional costs caused by incorrect, missing or late flight information.
15. Driver Safety, Licensing and Safeguarding
All Flex Taxis drivers are expected to operate professionally and safely.
Drivers may:
Hold valid taxi or private hire licences issued by their relevant licensing authority
Have undergone DBS checks where required
Be insured for taxi or private hire work
Follow applicable licensing and safeguarding requirements
Maintain appropriate standards of customer service, safety and conduct
Flex Taxis takes safeguarding seriously. Where transport involves children, vulnerable adults, school transport, social care transport or medical transport, customers must provide relevant information before the booking is accepted.
16. Missed Flights and No-Shows
16.1 Missed Flights
Customers must notify Flex Taxis immediately if they miss a flight.
If Flex Taxis is informed before dispatch, the booking may be cancelled or rescheduled subject to an administration fee.
If the driver has already been dispatched or is on location, the full fare may be charged.
Where a customer rebooks for a later flight, Flex Taxis will try to reassign the service, subject to availability and any applicable costs.
16.2 No-Show Policy
A no-show occurs where the passenger fails to appear at the agreed pickup time and location.
For airport pickups:
The driver will wait up to the agreed airport waiting period
After this period, the booking may be treated as a no-show
No refund will normally be issued
For all other pickups:
A 5-minute grace period applies unless otherwise agreed
Waiting charges may apply after the grace period
If the passenger cannot be contacted or does not attend, the journey may be treated as a no-show
17. Vehicle Condition, Cleaning and Damage
Passengers are liable for damage, soiling or misuse of the vehicle caused by them or by anyone travelling with them.
Charges may apply for:
Damage to the interior or exterior of the vehicle
Broken fixtures or fittings
Soiling or spillage
Vomit or bodily fluid cleaning
Full valet cleaning
Loss of income if the vehicle is taken out of service
Repair or replacement costs
A minimum cleaning charge of £30 applies where cleaning is required. Higher charges may apply depending on the severity of the damage or soiling.
Flex Taxis reserves the right to issue invoices and recover such costs.
18. Routes and Journey Times
Drivers will normally choose the most appropriate route based on road conditions, safety, distance and journey efficiency.
Customers may request a preferred route at the time of booking or before the journey begins.
Estimated journey times are guidance only and may vary due to:
Traffic conditions
Roadworks
Diversions
Weather
Accidents
Police or emergency incidents
Road closures
Vehicle breakdown
Events beyond our control
Flex Taxis is not responsible for delays caused by circumstances outside our reasonable control.
19. Exceptional Situations
Flex Taxis may cancel, delay or alter bookings due to exceptional circumstances.
These may include:
Mechanical failure
Vehicle breakdown
Driver illness
Driver emergency
Severe weather
Road closures
Accidents
Safety incidents
Police incidents
Industrial action
Events beyond our control
Where possible, Flex Taxis will try to dispatch an alternative vehicle.
If Flex Taxis cannot provide the service, we may offer a refund for the affected journey. Flex Taxis will not be liable for indirect or consequential losses arising from exceptional circumstances.
20. Lost Property
Lost property will be handled in line with local licensing authority requirements where applicable.
If you believe you have left an item in a vehicle, contact Flex Taxis as soon as possible and provide:
Booking reference
Journey date and time
Pickup and drop-off details
Description of the item
Your contact details
Flex Taxis will make reasonable efforts to help recover and return lost property. However, we accept no responsibility for property that cannot be recovered.
Items may be held for up to 30 days where appropriate.
21. Privacy, Data Protection and Security
21.1 Data Controller
Flex Taxis Ltd is the data controller of personal information collected through our services.
We comply with the UK GDPR and the Data Protection Act 2018.
21.2 Personal Data We May Collect
We may collect and process:
Name and contact details
Booking details
Pickup and drop-off locations
Journey history
Location data during active journeys
Payment and billing information
Customer communications
Complaint records
Account information
Special journey requirements where necessary to provide the service
21.3 How We Use Your Data
We use personal data to:
Confirm, process and manage bookings
Provide journey updates
Send driver and vehicle information
Issue receipts and invoices
Provide customer support
Monitor service quality
Handle complaints and disputes
Meet legal, licensing and safeguarding obligations
Send marketing communications where consent has been given
21.4 Sharing Your Data
We do not sell personal data.
We may share relevant data with:
Drivers, to deliver the booked journey
Payment processors
Local authorities or regulators where required
Police or safeguarding authorities where necessary
Service providers supporting our operations
Debt recovery agents where invoices remain unpaid
21.5 Legal Basis for Processing
We may process data on the basis of:
Contractual necessity
Legal obligation
Legitimate interests
Consent, where required
21.6 Data Retention and Security
We retain personal data only as long as necessary for the purposes for which it was collected or as required by law.
We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access or disclosure.
22. Your Rights
Under UK GDPR, you may have the right to:
Access the personal data we hold about you
Correct inaccurate or incomplete data
Request deletion of data where legally permissible
Restrict processing in certain circumstances
Object to processing in certain circumstances
Withdraw consent where processing is based on consent
Request data portability
Lodge a complaint with the Information Commissioner’s Office
To exercise your data protection rights, please email:
We aim to respond to data protection requests within 30 calendar days.
23. Consumer Rights
23.1 Consumer Contracts Regulations 2013
For certain advance bookings made remotely, such as online or by phone, customers may have cancellation rights under the Consumer Contracts Regulations 2013.
However, transport services to be provided on a specific date or within a specific period may be treated differently under consumer law. Where a customer requests a journey to be provided on a specific date and time, cancellation charges may apply in accordance with these Terms.
23.2 Consumer Rights Act 2015
Flex Taxis aims to provide services with reasonable care and skill.
If we fail to meet the required standard, you may be entitled to a remedy under consumer protection law.
24. Equality Act Compliance
Flex Taxis is committed to equal access and non-discrimination.
We do not discriminate on the basis of protected characteristics under the Equality Act 2010.
Where possible and reasonable, we will make adjustments to support passengers with disabilities or accessibility needs.
Customers must inform Flex Taxis of any accessibility requirements at the time of booking so that suitable arrangements can be considered.
25. Licensing and Regulatory Compliance
Flex Taxis aims to comply with all relevant taxi and private hire licensing requirements.
This includes:
Driver licensing requirements
Vehicle licensing requirements
Insurance requirements
Local authority licensing conditions
Safeguarding responsibilities
Passenger safety duties
Data protection and customer confidentiality duties
Where transport is arranged by a school, local authority, care provider, public body or organisation, the booking organisation is responsible for providing accurate requirements and ensuring that the arrangement is suitable for the passenger’s needs.
26. Liability and Disclaimers
Flex Taxis will not be liable for:
Missed flights, trains, appointments or events due to delays outside our control
Delays caused by traffic, roadworks, weather, accidents or road closures
Losses resulting from incorrect or incomplete information supplied by the customer
Indirect or consequential losses
Loss of earnings, business loss or missed events
Disruption caused by airlines, trains, venues or other third parties
Passenger failure to attend the pickup location on time
Passenger failure to provide accurate contact details or journey information
Events beyond our control may include:
Severe weather
Road traffic accidents
Congestion
Road closures
Police or emergency incidents
Industrial action
Vehicle breakdown
Mechanical failure
Medical or driver emergency
Flex Taxis reserves the right to:
Refuse service where safety is at risk
Cancel journeys in exceptional circumstances
Substitute vehicles where necessary
Report serious safety, safeguarding or public order incidents
Recover unpaid fares, cancellation charges or damage costs
Our maximum liability is limited to the amount paid for the affected booking, except where the law does not permit such limitation.
27. Complaints and Dispute Resolution
Flex Taxis takes customer feedback seriously.
If you are unhappy with any part of the service, you should contact us within 7 days of the journey.
Complaints should be sent to:
Please include:
Booking reference
Journey date and time
Pickup and drop-off details
Passenger name
Details of the complaint
Any supporting evidence
Flex Taxis will aim to:
Acknowledge complaints within 2 working days
Investigate complaints fairly
Respond within 15 working days where possible
If you are not satisfied with the outcome, you may be able to escalate the matter to:
The relevant taxi licensing authority
The Local Government and Social Care Ombudsman, where the case involves council-arranged services in England
An appropriate Alternative Dispute Resolution provider, where applicable
28. Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of England and Wales.
Any dispute or claim arising under or in connection with these Terms will be subject to the jurisdiction of the courts of England and Wales.
29. Contact Information
For bookings, changes, cancellations, complaints or general enquiries, please contact Flex Taxis as soon as possible.
Customer Support: info@flextaxis.com
Bookings: booking@flextaxis.com
Data Protection Queries: dataprotection@flextaxis.com
Website: www.flextaxis.com
Our full Privacy Notice, containing detailed information about how we collect, use and protect personal data, is available on our website at:
These Terms and Conditions may be updated from time to time. The most current version will be available on our website. By using Flex Taxis services, you agree to be bound by these Terms and our Privacy Notice.