Last updated: 19 July 2026
Welcome to Tony Cars. These Terms and Conditions apply to bookings made with Tony Cars Ltd, trading as Tony Cars, whether through our website, mobile app, by telephone, email or another booking method expressly accepted by us.
By making a booking, you confirm that you have read, understood and agreed to these Terms and Conditions.
Tony Cars acts as the licensed private-hire operator and contracts directly with the person making the booking to provide the booked journey. Where another appropriately licensed driver or operator is used to assist in fulfilling a booking, Tony Cars remains responsible for its contractual obligations to the passenger as required by applicable law.
1.1 These Terms and Conditions govern the use of Tony Cars’ booking services, including minicab, airport transfer, railway station, long-distance and other pre-booked private-hire journeys.
1.2 Tony Cars aims to provide a professional, reliable and safe private-hire service and to perform its services with reasonable care and skill.
1.3 We may update these Terms and Conditions from time to time. The version applicable to a booking will normally be the version in force when that booking is confirmed. Changes will not retrospectively alter a confirmed booking unless required by law or agreed with the customer.
2.1 Bookings may be made through our website, Tony Cars mobile app, by telephone or by email, subject to availability and our booking procedures.
2.2 Online and mobile-app bookings normally require a minimum of 12 hours’ advance notice. Journeys required at shorter notice must be requested directly from our office and are subject to vehicle and driver availability.
2.3 WhatsApp may be used for enquiries, journey updates and communication regarding an existing booking, but it is not a booking channel unless Tony Cars expressly confirms the booking through an accepted booking method.
2.4 When making a booking, you must provide accurate information, including the full pickup and destination addresses, correct pickup date and time, passenger name and contact details, number of passengers, number and approximate size of luggage items, any child-seat or accessibility requirements, and, for airport collections, the correct flight number, airport, terminal and preferred meeting time after landing.
2.5 A booking is not guaranteed merely because a request has been submitted. A booking becomes confirmed when Tony Cars issues a booking confirmation or clearly confirms its status as Confirmed.
2.6 You must check your booking confirmation carefully and notify Tony Cars as soon as possible of any errors or changes.
2.7 Before the journey, Tony Cars will provide the booking and driver/vehicle information required by applicable private-hire regulations. The fare, or an accurate fare estimate where appropriate, will be agreed or provided before the journey in accordance with applicable requirements.
2.8 Tony Cars contracts directly with the person making the booking to provide the journey. Where another appropriately licensed driver or operator is used to assist in fulfilling the booking, Tony Cars remains responsible for its contractual obligations to the passenger as required by applicable law.
3.1 All quoted prices are in pounds sterling (GBP). VAT is included where applicable.
3.2 The quoted fare is based on the information supplied when the booking is made, including the pickup, destination, date, time, vehicle type, passengers and luggage.
3.3 Changes requested after booking may result in an amended fare. This may include additional stops, changes to the pickup or destination, significant route changes requested by the passenger, changes to the journey date or time, a larger vehicle required because of additional passengers or luggage, additional waiting or parking, or tolls and other charges arising from a passenger-requested change that were not included in the original fare.
3.4 Airport drop-off charges included in a quoted fare will be stated or incorporated into the confirmed price.
3.5 For airport collections, the quoted fare includes the minimum parking arrangement specified for the booking. Additional parking incurred because of extended waiting may be added where applicable.
3.6 Tony Cars will not increase a confirmed fare arbitrarily. Any additional charge must arise from changed journey circumstances, waiting, parking, additional services or other charges permitted under these Terms and Conditions.
4.1 Payment may be made using an accepted credit or debit card, an authorised payment link, card payment in the vehicle where available, cash, or another payment method agreed with Tony Cars.
4.2 Unless otherwise agreed in advance, all fares and applicable charges must be paid by the end of the journey.
4.3 Where payment remains outstanding, Tony Cars may contact the customer to recover the amount owed and may recover reasonable costs lawfully incurred in collecting overdue sums.
4.4 Tony Cars may require full or partial prepayment for certain bookings, including large vehicles, long-distance journeys, special events, account restrictions or other circumstances.
4.5 Receipts may be issued electronically.
5.1 A booking may normally be cancelled without charge when Tony Cars receives the cancellation at least 2 hours before the scheduled pickup time.
5.2 Cancellations received less than 2 hours before the scheduled pickup time may be charged up to the full agreed journey fare.
5.3 A passenger who fails to attend the agreed pickup location and cannot be contacted after reasonable attempts may be treated as a no-show, and the full agreed journey fare may be charged.
5.4 Airport parking or other charges that have not actually been incurred will not be charged solely because a booking was cancelled or treated as a no-show.
5.5 Where a refund is due, Tony Cars will process it back to the original payment method where reasonably possible. The time taken for the funds to appear will depend on the customer’s bank or payment provider.
5.6 Any statutory rights that apply to the customer are not affected by this cancellation policy.
6.1 Passengers should be ready at the agreed pickup location at the scheduled time.
6.2 Passengers must provide accurate booking information and notify Tony Cars promptly of any material changes.
6.3 Seat belts must be worn where legally required, and passengers must comply with reasonable safety instructions from the driver.
6.4 Smoking or vaping is not permitted in Tony Cars vehicles.
6.5 Eating or drinking, other than water, may be restricted unless permission is given by the driver.
6.6 Abusive, threatening, discriminatory, violent, dangerous or unlawful behaviour will not be tolerated. A driver may refuse to begin or may safely terminate a journey where continuing would create a genuine safety risk or involve unlawful conduct.
6.7 Passengers may be responsible for reasonable cleaning or repair costs where they deliberately or negligently cause exceptional soiling or damage to a vehicle. Any charge will reasonably reflect the actual loss or cost incurred.
7.1 Customers must provide accurate passenger and luggage information when booking so that an appropriate vehicle can be arranged.
7.2 For safety reasons, luggage must fit safely within the vehicle’s designated luggage area. Suitcases or other substantial luggage must not be carried unsafely on passengers’ laps or unsecured on seats.
7.3 If the booked vehicle cannot safely accommodate the passengers and luggage because the information supplied was inaccurate or incomplete, Tony Cars may provide a larger vehicle subject to availability and an additional fare, arrange an additional vehicle, or refuse to carry unsafe excess luggage.
7.4 Oversized or unusual items, including large sports equipment, mobility equipment or other non-standard luggage, should be declared before booking.
8.1 Child, infant and booster seats should be requested at the time of booking.
8.2 The customer must provide accurate information regarding the child’s age and any relevant seat requirements.
8.3 Child seats are subject to availability and any applicable charge disclosed when booking.
8.4 Parents, guardians or accompanying adults remain responsible for ensuring that the child is appropriately secured and supervised throughout the journey.
9.1 Non-Airport Pickups: A complimentary waiting period of 10 minutes applies from the scheduled pickup time. After the complimentary period, waiting may be charged at £1 per minute, equivalent to £10 for every 10 minutes, in accordance with the booking arrangements. Where waiting time has been pre-arranged and agreed in advance as part of the booking, waiting is charged at £22 per hour, calculated at £5.50 for each 15-minute period.
9.2 Airport Pickups: Complimentary waiting time begins from the agreed meeting time after landing, not from the scheduled landing time itself. Standard complimentary waiting periods are: Heathrow Airport – 30 minutes; Gatwick Airport – 30 minutes; Stansted Airport – 30 minutes; London City Airport – 20 minutes; Luton Airport – 30 minutes.
9.3 After the applicable complimentary airport waiting period, waiting time is charged at £7.50 for each additional 30-minute period in accordance with the booking arrangements.
9.4 Additional airport parking incurred because of extended waiting may also be charged based on the actual applicable parking cost.
10.1 Customers must provide the correct flight number and arrival airport and terminal when booking.
10.2 Where valid flight information has been provided, Tony Cars will normally monitor the flight and adjust the collection arrangement where reasonably possible.
10.3 The customer’s selected meeting-time allowance after landing will normally be applied to the monitored actual landing time. For example, where a customer requests collection 40 minutes after landing, the intended meeting time will normally remain 40 minutes after the monitored landing time rather than being fixed solely to the originally scheduled landing time.
10.4 Early flight arrival will not by itself result in an additional fare.
10.5 Flight delays of up to approximately 2 hours from the scheduled arrival time will normally be monitored and accommodated where reasonably possible.
10.6 For delays exceeding 2 hours, continued availability of the originally allocated driver or vehicle cannot be guaranteed. Tony Cars will attempt to rearrange the collection, subject to availability.
10.7 Customers must inform Tony Cars as soon as possible if a flight is cancelled, substantially rescheduled, diverted, or they decide not to travel.
10.8 Customers should allow sufficient travel time for airport departures based on airline guidance, expected traffic, check-in requirements and security procedures. Tony Cars is not responsible for a passenger’s decision to allow insufficient journey time where the service itself has been performed with reasonable care and skill.
11.1 Tony Cars will only use drivers and vehicles that meet the applicable licensing and insurance requirements for the private-hire journey being undertaken.
11.2 Drivers will make reasonable efforts to arrive at the agreed pickup time. Exact arrival times cannot be guaranteed where circumstances outside reasonable control intervene, including serious traffic disruption, collisions, road closures, severe weather or emergencies.
11.3 Where reasonably possible, customers will be informed of significant delays.
11.4 Drivers will normally select an appropriate route based on traffic and road conditions. A passenger may request an alternative lawful route, but additional distance, time, tolls or charges may affect the final fare where applicable.
12.1 Tony Cars is committed to providing services without unlawful discrimination.
12.2 Disabled passengers will not be charged an additional fee for assistance that drivers are legally required to provide.
12.3 Guide dogs, hearing dogs and other recognised assistance dogs accompanying disabled passengers will be carried without additional charge, subject only to any lawful driver exemption.
12.4 Customers are encouraged to inform Tony Cars of accessibility requirements when booking so that an appropriate vehicle and assistance can be arranged where reasonably possible.
13.1 Passengers are responsible for checking that they have all personal belongings before leaving the vehicle.
13.2 If an item is reported lost or found in a Tony Cars vehicle, we will follow our lost-property procedure and make reasonable efforts to locate and return the item.
13.3 Tony Cars cannot guarantee recovery of property left behind.
13.4 Nothing in these Terms and Conditions excludes liability where Tony Cars is legally responsible for loss or damage resulting from negligence or another liability that cannot lawfully be excluded.
14.1 Tony Cars will provide its services with reasonable care and skill.
14.2 Tony Cars is not responsible for delays or losses caused solely by circumstances outside its reasonable control, including severe traffic disruption, accidents, road closures, extreme weather, police incidents, security incidents or other exceptional events, provided that Tony Cars has exercised reasonable care in providing the service.
14.3 Customers are responsible for allowing sufficient journey time, particularly when travelling for flights, trains, appointments or events.
14.4 If a vehicle becomes unavailable because of a breakdown or another unexpected operational problem, Tony Cars will make reasonable efforts to provide a replacement vehicle or alternative arrangement as soon as reasonably practicable.
14.5 Nothing in these Terms and Conditions excludes or restricts liability that cannot lawfully be excluded or restricted, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or the customer’s statutory consumer rights.
15.1 Customers should report complaints as soon as reasonably possible after the journey, preferably within 24 hours, so that the matter can be investigated effectively.
15.2 Complaints should be submitted by email to info@tony-cars.co.uk and should include the booking reference and relevant details.
15.3 Tony Cars aims to acknowledge and investigate complaints promptly and normally aims to provide a substantive response within 7 working days. More complex matters may require additional time, in which case we will provide an update where appropriate.
15.4 Nothing in this section removes any statutory rights or prevents a customer from raising a legitimate complaint after 24 hours.
16.1 Tony Cars processes personal information in accordance with applicable UK data-protection law and its separate Privacy Policy.
16.2 Information may be processed where necessary to accept and manage bookings, dispatch drivers and vehicles, process payments, communicate with passengers, meet licensing and regulatory obligations, handle complaints, incidents and lost property, and prevent or investigate fraud, crime or misuse of services.
16.3 Information may be shared where reasonably necessary with drivers, appropriately licensed subcontractors or operators, booking and payment technology providers, regulatory authorities, law-enforcement bodies or other service providers, subject to applicable law and appropriate safeguards.
16.4 The Tony Cars Privacy Policy provides further information about the categories of information collected, purposes and lawful bases for processing, recipients, retention periods and data-protection rights.
17.1 Telephone calls may be recorded where appropriate for booking verification, service quality, staff training, complaint investigation, regulatory compliance, fraud prevention, safety and the detection or investigation of criminal activity.
17.2 Call recordings will be processed in accordance with the Tony Cars Privacy Policy and applicable data-protection law.
17.3 Where a private-hire booking conversation is voice-recorded, the recording will be retained for the period required by applicable private-hire regulations.
18.1 These Terms and Conditions are governed by the laws of England and Wales.
18.2 Disputes will be subject to the jurisdiction of the appropriate courts, without removing any mandatory jurisdictional or consumer rights available to the customer under applicable law.
19.1 Tony Cars Ltd, trading as Tony Cars.
19.2 Company number: 11795265.
19.3 Registered office: 5 Norton Avenue, Surbiton, United Kingdom, KT5 9DX.
19.4 Registered in England and Wales.
19.5 Telephone: 020 8399 9473.
19.6 Email: info@tony-cars.co.uk.
19.7 Website: www.tony-cars.co.uk.
