Terms & Conditions


The terms and conditions set out herein shall apply between Flex Taxis and the party who uses Flex Taxis Services.


1. Vehicle Type

It is the passenger's responsibility to ensure that they order the correct type of vehicle in order to carry the numbers of passengers and luggage.

2. Health and safety

Eating and smoking aren’t allowed in Flex Taxis.

3. Booking Confirmation

We will send e-mail and SMS confirmations to all of our passengers, provided they have included a valid e-mail address and phone numbers with their booking. This will include phone bookings as well as web bookings.

4. Child Seats

We may provide child seats free of charge if they are requested by passengers.

5. Billing

Flex Taxis accept cash in the Taxi or Credit/Debit Cards Online at www.flextaxis.com or by contacting Flex Taxi admin team. A taxi will be provided only if the funds have been cleared. All published rates are subject to change without notice. Applicable taxes will be charged as required.

6. Waiting Time Charges

All pickups from the airports and cruise ports are allowed 1-hour free waiting time from landing time. Any further waiting time will be charged at 35p per minute. Flight delays are not charged.

Pickups from other addresses and venues are allowed 5 minutes from the actually booked time, thereafter 25p per minute will be added to the fare quoted.

7. Additional Passengers and Luggage

Flex Taxis may allow additional passengers and luggage may be added with the permission of Flex Taxis Admin team to the car ordered without the numbers of seats allowed. Each additional passenger will be charged half of the fare of the same journey.

8. Additional Drop offs and Pickups

Additional drop-offs and pickups will be charged per £3 per mile with a minimum fee of £5.00 per diversion.

9. Hourly Waiting Time

For hourly bookings, Flex Taxis will remain at the agreed pickup location until the hours booked have expired. To extend the time booked, the passenger must inform the Flex Taxis.

10. Additional charges

Your booking may be subject to additional charges; e.g. excess waiting time and additional car park charges. 

If at the time of collection you wish to switch a car (e.g. large ca) required a space for extra luggage, additional charges will be applied which may be at a higher rate than those previously quoted.

Passengers are responsible for any damage they cause to the interior and/or exterior of a vehicle and will be billed accordingly for any such repair or valeting required for repairing the vehicle to full working order.

Soiling charges will equal the cost of a full interior valet. A charge of a minimum of £30.00 will apply depending on the severity of the fouling. Bank Holidays fares are subject to an increase in fares which will be outlined when the journey is quoted.

11. Booking Cancellations

a) Flex Taxi allows you to cancel a booking:

  • Online using the 'Cancel tab' on your dashboard.
    • By calling or emailing our dedicated Customer Service Team.

b) Cancellation charges

  • For card booking: A fee of £10.00 will be deducted for any pre-paid booking that has been cancelled.
  • If cancellation is made in less than 4 hours before pick-up, the full fare will apply and will not be refunded.
  • For cash fare, an invoice to pay the fare will be sent to the passenger.
  • If the cancellation is made more than 4 hours before pick up, the full fare will be refunded to the passenger.
  • If the booking is rescheduled either before or after, the fare may be recalculated and again a revised email will be sent to the client.
  • A cancellation fee will not be applicable to a passenger if the driver was delayed by more than 10 minutes.

Booking can be cancelled in advance by phone or email at info@flextaxis.com.

Any changes about booking should be notified to Flex Taxis as soon as possible.

12. Refunds

Refunds will be issued in the following cases:

  • Any paid journey you wish to cancel in advance will be given a refund, provided the cancellation is more than 4 hours before pick up.
  • If the journey is being cancelled 4 hours less than the pickup time, a charge of full fare will apply.
  • All cancellations are subject to minimum fee of £10.00
  • Refunds will be paid within 10 days to the card used for original payment.

If you believe a refund is due then please send an email to info@flextaxis.com with the booking details and the reasons for a refund.

A confirmation email will be sent once the refund has been processed.

No refunds will be issued for the following:

  • Any cancellations made later than 4 hours.
  • If the passenger books the taxi for a wrong date, wrong flight number and other misleading information.
  • If the passenger leaves the pick-up point without informing us for any reason whatsoever.
  • If the journey is terminated partway through the hire.

13. Missed Flights

If the passenger missed a flight, Flex Taxis must be informed immediately so that we will notify the driver not to enter the airport for that pickup. If the passenger fails to notify the driver about a missed flight, the fare will not be refunded.

If the journey was pre-paid it will be refunded after deducting £10.00 for bank charges. However, if the passenger wishes to take a later flight we will provide the service at no extra cost.

14. No Show

No show is when a passenger book a taxi with us and failed to meet the driver on pick up time.

At the airport, the driver will wait in the arrival hall for a maximum of 1 hour from flight landing time. After one hour without meeting the passenger, the driver leaves the airport and no refund will be provided to the passenger.

15. Routes

Our drivers will travel by the most appropriate route on the day unless instructed otherwise by the client at the time of booking or on collection.

We will ensure driving time and distance shown on booking are followed. The passenger will not be charged for extra time when diversions might be necessary in case of road works, bad weather conditions, accident, breakdowns, police stop and search, terrorist threat, health condition, and any other circumstances.  Passengers are advised to respect the time required for airline check-in.

16. Lost Property

Lost property is dealt with by each driver according to the rules of their Licensing Local Authorities.      

17. Liabilities

  • Flex Taxis are not responsible for any financial loss, late arrivals, missed flights or trains, due to late pick-up caused by bad weather, traffic conditions, or road traffic accidents or road closures, or wrong booking information.
  • Any change in your arrival time should be communicated to the Admin Team as soon as you know. Failure to notify may result in extra waiting time and charges.
  • We will provide advice on journey times but we cannot be held responsible for delays caused by circumstances out of our control, these include (but are not exclusive to), missed flight connections, unpredictable traffic hold-ups, adverse weather conditions and strike action.
  • Changes or variations to the original booking may result in extra charges being applied to your final invoice
  • We reserve the right to refuse travel to anyone causing damage to our vehicles or deemed to be a nuisance or danger to our drivers, staff or other passengers.
  • We reserve the right to refuse to carry any passenger(s) who is thought to be under the influence of drugs or alcohol, whose behaviour poses a threat or risk to the driver or other passengers.
  • We may seek the help of the police to remove any offenders from our vehicles. No compensation or refund will be paid in such circumstances.

18. Special Fares

Our prices are higher on bank holidays. Please ask for more information, including 24th, 25th, 26th, 31st December and 1st January. This is due to limited drivers available for work during seasonal periods.

19. Exceptional Situations

  • When you cannot locate the driver at airports, please call us immediately.

Flex Taxis also reserve the right to cancel bookings. Any charges already paid shall be refunded in this case. Flex Taxis will not be liable to any claim for damages or additional claims.

If an inevitable event occurs such as a breakdown of the vehicle, Flex Taxis reserve the right to use the next best replacement vehicle.

20. Licensing

All drivers are fully licensed within their own local authority.

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Company Registration No. 10872858 | High  Road Broxbourne, Hertfordshire, EN10 6HS | Flex Taxis Ltd |   All Right Reserved   ©   2019