Terms and Conditions

These terms and conditions apply to every booking made and confirmed by Willowline Executive Travel. In these terms, Willowline are referred to as “we” or “us”.

1. We don't give business customers all the same rights as consumers

For example, business customers can't cancel their orders, they have different rights where there is a problem and we don't compensate them in the same way for losses caused by us. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual in that business.

2. If you are a business customer this is our entire agreement with you

If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation based on any statement in this agreement.

3. We only consider an enquiry a formal booking once we have confirmed the booking in writing.

We will contact you to confirm we've received your enquiry and then we contact you again to confirm we've accepted the enquiry as a booking. Only confirmation by email or SMS text is valid. Wherever possible, we require at least 24 hours’ notice to secure a booking. At short notice, please telephone us for our availability. Sometimes we reject enquiries for example, because of driver unavailability. Accepting a booking is entirely at our discretion.

4. We charge you when we confirm your booking.

We will confirm your booking by email and send a payment link for the part/full price of the services offered (not including additional costs such as waiting time as set out below). We may apply additional charges. A 10 minute grace period is included at the start of all journeys. Waiting charges will

apply for the duration of the booking and will be charged as an extra at our standard waiting time rate. We are happy to stop for comfort breaks of 10 minutes or so. Longer stops, for example meals, will be charged at our standard waiting time rate. Waiting time is charged at £7.50 per 15 minutes (or any part 15-minute period thereof). Clients booking cars and drivers for the half/entire day (4/8 hours) are exempt of waiting time charges. Any additional waiting hours beyond 4/8 hours will be charged at £7.50 per 15 minutes (or any part 15-minute period thereof).

We may apply a surcharge for unsociable hours, which we consider to be journeys between 00:00 and 05:00.

Airport Meet and Greet Service

One hour waiting time is included in our airport pick up rates. The one hour commences from the time the car enters the airport car park. Our entry time will always be aligned to the actual flight landing time. Thereafter, waiting time charges will apply at our current standard rate.

5. You have no set-off rights

All amounts due under this agreement (from you to us) shall be paid in full without any set-off, counterclaim, deduction or withholding (other than any deduction or with holding of tax as required by law).

6. We charge fees and interest on late payments

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 7% per month above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount. We will also apply a compensation charge as determined by the Late Payment of Commercial Debts (Interest) Act for late payments.

7. We're not responsible for delays outside our control

If our supply of services is delayed by an event outside our control, such as weather, road traffic accidents, acts of God, theft, congestion, mechanical breakdown, punctures, terrorist attacks, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay. In the event of one of these unforeseen events, if we are advised against travelling by authorities such as the Police, Met Office or Highways Agency or if we consider it unlikely that we will be able to complete your journey safely, we reserve the right to cancel your booking without penalty. In these circumstances a full refund will be issued.

8. If you are a consumer and you bought online (including by email or over the telephone, you have a legal right to change your mind before the

services are provided.

Your legal right to change your mind. Provided we have not provided services, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. You can do this within 14 days of our written confirmation of your booking.

When you can't change your mind. You can't change your mind about a booking for:

• once these have been completed, in part or in full;

• if the services are due to be carried out within 48 hours of your confirmation.

Please note that your consumer rights do not apply to time-specific transport bookings. How to let us know. To let us know you want to change your mind, contact our Customer Service Team as soon as possible. You have to pay for services you received before you change your mind. If you

bought a service, we don't refund you for the time you were receiving it before you told us you'd changed your mind.

9. You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services) during the order process and we confirm this information to you in writing after we've accepted your order. You have rights if there is something wrong with our services. Your rights and remedies if you are a consumer. We honour our legal duties to you. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights

If your product is services, for example Executive Travel, the Consumer Rights Act 2015 says:

• You can ask us to repeat or fix a service if it's not carried out with reasonable care

and skill, or get some money back if we can't fix it.

• If a price hasn't been agreed upfront, what you're asked to pay must be

reasonable.

• If a time hasn't been agreed upfront, it must be carried out within a reasonable

time.

10. We can change services and these terms.

From time to time, we may change our services (including which cars are used on each booking). We may change these terms at any time, but if we do so in between the booking confirmation and delivery of the services, we will notify you in advance.

11. We can end our contract with you

We can end our contract with you if:

• you don't make payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;

• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the services, for example addresses and flight details.

12. We don't compensate you for all losses caused by us or our products

Our liability to consumers. We're not responsible for losses you suffer caused by us breaking this contract unless if the loss is:

• Unexpected, that is it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps stated previously

• Avoidable. Something you could have avoided by taking reasonable action. steps set out in the section We're not responsible for delays outside our control.

13.Our liability for any loss you suffer in connection with your trade, business, craft orprofession is limited, as described in Our liability to businesses.

We are not responsible for loss or damage to personal belongings left in our vehicles unless caused by our negligence. Passengers are responsible for ensuring they remove all items at the end of the journey and report any lost property to us as soon as possible.

Our liability to businesses. If you're a business, then, except in respect of the losses described in.

Losses we never limit or exclude:

• we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

• our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the price paid for your services, or £500, whichever is the lower.

Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:

• death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

• fraud or fraudulent misrepresentation;

14. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice. This includes the use of CCTV or dashcam footage where fitted, for safety and legal

purposes.

15. You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our services. You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you

live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.

16. Other important terms apply to our contract

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it (other than someone you (as a consumer) told us you were giving our services to as a present) and neither of us will need to ask anybody else to sign-off on ending or changing it. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to

apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

Vehicles will only carry up to the number of passengers which the vehicle licence states. We will not carry more passengers than we are legally permitted to do so. We reserve the right not to carry any passenger(s) should the passenger(s) have excessive luggage that would result in the vehicle being overloaded. No refunds will be made if this occurs on the day of intended travel. If you are unsure about luggage fitting, please contact us in advance.

We reserve the right to refuse to carry any person that we consider likely to be ill in the vehicle or who may behave in a way that endangers the occupants of the vehicle and/or the vehicle itself. In these circumstances no refund will be made. Should the vehicle require cleaning or valeting due to illness/soiling, or if damage is caused, an immediate charge of £100.00 will apply (and any actual charges over this estimate will be recoverable from you). Any damage caused to any part of our vehicle(s) by the passenger(s) will be charged accordingly.

Consumption of Food and Alcohol in cars is generally prohibited for the duration of your trip.

All passengers must wear the seat belts provided in all vehicles.

Last Updated: 22 July 2025 Willowline Executive Travel