Terms & Conditions

Terms & Conditions

Please take the time to read our terms and conditions before you use any of our products and services. By using our Services you agree and are subject to terms and conditions.

By booking a taxi and agreeing to use our services, we assume that you have read the terms and conditions.
Your booking is not secured until you receive a verbal confirmation or an email confirming the booking. A normal cancellation period for all bookings made via phone or online is 24 hours.

This will be by email only. Please check your booking confirmation carefully and inform us of any errors. If there are any changes to the booking, we request to notify Grays Taxis as soon as possible.

We will do our best to check all flight details supplied to us by the client but Grays Taxis cannot be responsible for any errors or cancellations or timetable changes which result in loss or delay to the client or passenger(s). By confirming the booking, we assume that you have read our terms and conditions.

We reserve the right to refuse or terminate any booking if it is deemed not genuine.

All fares quoted are for your original journey and any diversions or stop over’s will be charged at a reasonable rate. The price quoted by Grays Taxis shall be based upon the driver’s chosen route between the Pickup Address and the Customer’s destination. Should the Customer wish to take a specific route (which is different to that taken by Grays Taxis) Grays Taxis reserves the right to charge the Customer an additional charge in relation to that Booking.

Passenger(s) are responsible to load and unload their belongings and we will not accept liability for loss or damage to the luggage/s. Our drivers will offer help with your luggage at the passenger’s discretion. Luggage delivery will be to the door of the premises. The Customer acknowledges and accepts that any luggage stored in the Passenger Vehicle may move around during the journey and accordingly the Customer (and any Passengers) should take extra care when opening the luggage compartment of the Passenger Vehicle.

Any passenger leaving possessions or items in the vehicle do so at their own risk. items left in the vehicle may require extra charges to be returned.

All Passengers are required to use seatbelts at all times. Grays Taxis will allow unaccompanied children less than 14 years of age to travel alone in a Passenger Vehicle. When booking a journey for any child less than 14 years of age the Passenger(s) must inform Grays Taxis that a child will be travelling. Grays Taxis does not accept any additional responsibility for any child who travels unaccompanied in a Passenger Vehicle.

Grays Taxis reserves the right to subcontract or delegate in any manner any or all of its obligations under any booking or Contract to any third party or agent.

Traffic delays caused by bad weather conditions, closed roads or for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, theft or damage of any item belonging to any of the passengers traveling in our vehicles unless caused by a member of our staff will not constitute any liability on the part of the company or the driver. We may cancel all services and refund in the event of circumstances beyond our control.

No responsibility or liability whatsoever can be accepted by Grays Taxis for traffic congestion, road accidents, adverse weather conditions or other matters outside its reasonable control which may cause delay. Both parties recognise in transport such as ground transportation that vehicles can be late as a normal cause of business without negligence on behalf of Grays Taxis (typically due to previous customer delays, traffic, accidents and mechanical problems).

If any driver is delayed by more than 60 minutes with one of our vehicle getting to the passengers and we are unable to replace a delayed vehicle within 1 hour and 30 minutes and the client chooses to make their own alternative travel Arrangements they may be entitled to a refund of the deposit paid to Grays Taxis only.

If for any reason the driver has to re-route the journey due to traffic, adverse weather conditions or any unforeseen reasons and cannot get the passengers to the destination on time, neither the driver or Grays Taxis will be held liable for any loss incurred for e.g. missed flights, paying extra for alternative transport, missed events or being late to meetings etc. Also if the vehicle allocated to the journey has a mechanical issue prior to the journey or on the journey and Grays Taxis cannot find an alternative vehicle, Grays Taxis will not be held liable for any loss incurred and will not pay out any compensation under any circumstance; at managements discretion they may allow the deposit to be refunded.

At all pickup points within London and surrounding areas a free 15 minutes for waiting or loading when picking up Passenger(s) is provided. In the event that all booked Passenger(s) have not boarded the Passenger Vehicle within 15 minutes of the stipulated time the Company reserves the right to charge the Customer a Waiting Time Fee proportionate to the delay in departure from the Collection Address, which will, for the avoidance of doubt, include the first 15 minutes. A charge of 0.80p per minute will be incurred for waiting. Fares are based on a direct journey with passengers being ready to travel at the time already specified.

When a passenger(s) has booked an airport pickup the driver will wait up to two hours from the time the flight lands. From a train station or cruise terminal the driver will wait up to one hour from the booking time. If the passenger doesn’t meet the driver within this time frame or does not contact Grays Taxis to let us know their current status, it is considered to be a no-show. Bookings made either by telephone or online that were intended to be on a cash basis with the driver will have to be secured by a debit or credit card and the card will be charged if a no-show occurs. Bookings that have been pre-paid by debit or credit card will not receive a refund if the passenger is a no-show.

If the clients flight, train, ship has been cancelled the passenger needs to contact Grays Taxis to make alternative arrangements. Grays Taxis will not charge the client for delayed flights, train, ship.

All payments can be made in cash or credit/debit card. In the case of card payments your card will be charged before or on the day of the journey. In the event of a cash booking you may pay the driver cash (£) at the end of your journey.

When making a booking for Cash Services, the contract shall be made as between the Grays Taxis, acting as agent for the Driver, and the Customer in relation to Cash Services and such Contract shall be subject to these Terms, and any reference in these Terms to the Company shall be a reference to the Driver in relation to the provision of the Cash Services and these Terms shall be considered to be the terms of trading between the Driver and the Customer. For the avoidance of any doubt, the Customer shall not be charged VAT in relation to the payment for any Cash Services,

Grays Taxis shall be entitled in case of a corporate contract, to vary the Price List from time to time by giving not less than 5 Business Days written notice to the Customer. This can be in email format as well.

Grays Taxis has no smoking in the vehicle and a no alcohol policy.

Some Food and soft drinks can be consumed in the vehicle only at driver’s discretion.

We do not provide child car seats, when booking customer can inform us that they are bringing a child seat on board at no charge to customer.

Grays Taxis and their vehicles/ subcontractors are licensed at the Thurrock local authority and drivers carry their own insurance. Grays Taxis will not be held liable for any driver’s insurance issue with the client/passenger in case of a mishap, However Grays Taxis will do its best to keep the driver records up-to-date.

Grays Taxis reserve the right to provide a similar vehicle, If the particular vehicle(s) are not available or use a third party for the booking. We vet all third party drivers/subcontractors to ensure the same high standards are met, with all legal documents checked and verified, as we expect from ourselves.

Grays Taxis take complaints very seriously, we would like you to contact us by email and we will reply as soon as possible.

A charge will be applied for any journey that starts, passes through or finishes in Central London congestion charging/ULEZ zone. The charge will be added to the booking when making a payment online or over the phone and the passenger(s) will be informed about the said charge in advance.

Our prices are distance based from Pickup to Drop off point. We operate from our base in Grays Thurrock.

Any costs incurred on the journey (including parking and toll) will be charged at cost. If parking tickets are issued to our drivers/vehicles as a result of passenger Instructions then the passenger named on the booking will incur additional costs to cover these.

We at Grays Taxis do understand when a flight lands it can take a while to go through the procedures at the Airport. Your driver will go into the terminal 30 minutes from when the flight lands. The driver will stay in touch at all times and it is also client/passenger(s) responsibility to make sure they are reachable by phone number provided on the booking to allow for a swift pickup and to avoid any delays or costs.

Grays Taxis Meet & Greet allows 90 minutes of free waiting time, after which a charge of 0.80p for every minute will incur on top of any parking costs resulted due to the delay at the port. Train station and cruise terminals are allowed free waiting time of 60 minutes from the booking time after which a charge of 0.80p per minute will be incur on top of any parking costs resulted due to the delay at the port.

To secure your booking, you can pay the full amount of the transfers prices via Credit card or alternatively you can pay 50% deposit on all transfer prices via Stripe (our payment processor) and the balance on the day of the transfer in cash to the driver. A 2.75% credit/debit card fees apply.

Grays Taxis does not store credit/debit card details nor do we share customer details with any third parties. All information received via email or forms will be deemed private and will never be handed out to any other person/entity outside, never has and never will share your information with any third party company.

A gratuity/tip paid to the driver will be kept by the driver 100%.

To make a cancellation Email must be sent to Grays Taxis on the contact us link or “bookings@graystaxi.co.uk”.
Cancellations made for a booking up to 12 hours before the journey is a 100% cost, 24 hours before the journey would be a 50% charge and 48 hours before the journey no charge will be applied and a full refund will be issued.

Pre-paid bookings (card payments in advance) will be refunded in maximum 7 working days from the moment of cancellation. No Show bookings whether single or return shall be classed as completed by us and we reserve the right to charge the full fare quoted and no refund shall be given on these bookings unless mutually agreed in advance and/or a contact from client has been made to cancel the booking within the cancellation time frame. We shall refund the money through our payment processor will refund the money to the card used at the time of booking with in their own time frame.

We reserve the right to refuse travel to any person deemed to be a nuisance or danger to our passengers or employees. In these circumstances no refund shall be made. If any of our vehicles are damaged as a result of passengers’ actions, we will charge the client named on the booking the full amount, to rectify the vehicle and for time lost whilst the vehicle was taken out of service.

On the following dates: December 24th, 25th, 26th and 31st, as well as on January 1st, our fares will be charged at double time than our standard fares because of driver’s availability and is authorised by local authority and law.

When booking, We advise the passenger(s) to tell us in advance the correct number of passengers and the correct number of the luggage items that are travelling on a given journey. We will not carry more passengers than the licensed quota or any excess luggage which is not in line with the transport legal weight limit. If we can, we will arrange other vehicles for the extra passenger(s) or extra weight luggage. This will be charged as a new booking to be paid in cash to the driver or the passenger(s) will have to make his/their own arrangements.

Grays Taxis do not carry animals of any kind. The customer/passenger must inform Grays Taxis at the time of booking if they have such request. If a passenger/client shows up to the booking with such animal(s), the booking will be refused and no refund will be issued.

The Information, Software, Products, And Services Included in or Available Through the Grays Taxis site may Include Inaccuracies or Typographical errors. Changes are Periodically added to the Information with in. Grays Taxis and/or its Suppliers may make Improvements and/or changes in the Grays Taxis site at any time. Advice Received Via the Grays Taxis Site Should not be relied upon for Personal, Medical, Legal or Financial Decisions and you Should Consult an Appropriate Professional for Specific Advice Tailored to your Situation.

Office Address: Grays Taxis, 225 Seabrooke Rise, Grays, Essex, RM17 6BL

Grays Taxis and/or its sub-contractors/suppliers make no Representations About the Suitability, Reliability, Availability, Timeliness, And Accuracy of the Information, Software, Products, Services and Related Graphics Contained on the Grays Taxis site for any Purpose. To the Maximum Extent Permitted by Applicable Law, As a Such Information, Services, Products, Services and Related Graphics are Provided “as is” without Warranty or Condition of any Kind. Grays Taxis and/or its Suppliers Hereby Disclaim all Warranties and Conditions with Regard to this Information, Software, Products, Services and Related Graphics, Including all Implied Warranties or Conditions of Merchantability, Fitness for a Particular Purpose, Tittle and Non-Infringement.

To the Maximum Extent Permitted by Applicable law, In no Event shall Grays Taxis and/or its Suppliers be liable for any direct, Indirect, Punitive, Incidental, Special, Consequential Damages or any Damages Whatsoever Including, without Limitation, Damages for loss of use, Data or Profits, Arising of or in any way connected with the use or Performance of the Grays Taxis site, with the delay or Inability to use the Grays Taxis site or related Services, the Provision of or Failure to Provide Services, or for any Information, Services, Products, Services and Related Graphics Obtained Through the Grays Taxis site, or Otherwise Arising out of the use of the Grays Taxis site, Whether based on contact, Tort, Negligence, Strict Liability or otherwise, Even if Grays Taxis or any of its Suppliers has been Advised of the Possibility of damages. Because some states/jurisdictions do not allow the Exclusion or Limitation of Liability for Consequential or Incidental damages, The above Limitation may not apply to you. If you are Dissatisfied with any portion of the Grays Taxis site, or with any of these terms of use and you’re sole and Exclusive remedy is to Discontinue using the Grays Taxis site.

Grays Taxis uses Google Maps to improve the Website user experience for our Customers. However, Grays Taxis does not assume any responsibility for the maps accuracy, distance or time displayed by Google Maps. This is a third party service.

These terms and conditions are not exhaustive, and may be added to or removed from in future without any notice period. Please ensure you read the terms and conditions before booking the journey. You agree to our terms when you make the booking and pay for it.
In case of any queries, please contact us using the information below.
By Post: Grays Taxis, 225 Seabrooke Rise, Grays Essex, RM176BL, United Kingdom
By Phone: 01375506163 International: 00441375506163
By Email: bookings@graystaxi.co.uk
By Whatsapp: 07730786404

last updated: 13/05/2021


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