Terms & Conditions

General Provisions

SpotonCars operates chauffeur services across the UK. By making a booking with us, you agree to the following Terms and Conditions, which govern all services provided. We reserve the right to amend these Terms without prior notice, and the latest version will always be available on our website.

Booking Policy

• All bookings must be made via our official website, phone, email, our social media or WhatsApp.
• It is the passenger’s responsibility to provide accurate information including pick-up address, drop-off location, number of passengers, luggage requirements, and flight details where applicable.
• Bookings are only confirmed once you receive a booking confirmation from us.
• All prices are quoted based on the selected vehicle type and service requested.
• Bookings should be made at least 18 hours in advance.
• For bookings requested within 18 hours of the pick-up time, confirmation is subject to availability and must be explicitly approved by us.

Airport Pickup Policy

• It is the passenger’s responsibility to provide accurate flight details at the time of booking, including the flight number. This ensures that our drivers can monitor your flight and adjust the pick-up time accordingly.
• Meet and Greet Service: Our drivers will meet passengers inside the arrivals hall, holding a name board for easy identification.
• Waiting Time: We offer 45 minutes of complimentary waiting time starting from the actual flight arrival time. After the initial 45 minutes, waiting time charges will apply.
• You may opt to schedule your pick-up for a later time (e.g., one hour or more after the flight arrival) to avoid waiting charges. However, in such cases, if you clear immigration earlier than anticipated, you may need to wait for the driver.
• If there is a delay beyond the specified pickup time, waiting time charges will be calculated from that specified time.
• Please note: There is no additional charge for flight delays.
• Missed Flights or Last-Minute Changes: If your flight is cancelled or changed at the last minute, it is your responsibility to inform us immediately. Failure to do so may result in a full charge for the service.

Other Pickup Policy (Non-Airport)

• We provide a 10-minute grace period from the scheduled pick-up time.
• After this time, waiting charges will apply as per our standard tariff.

Payment Policy

• Card or Account payments must be paid in advance.
• Card payments are subject to a 3% to 5% surcharge, applied on top of the quoted fare.

Additional Charges

• Waiting time beyond the grace period
• Extra luggage or passenger capacity
• Diversions, multiple pick-ups or drop-offs
• Holiday surcharges (Christmas and New Year) — These charges will be communicated at the time of booking

Vehicle Type and Capacity

• We will make every effort to provide the vehicle type selected at the time of booking. However, we reserve the right to upgrade the vehicle with a similar or higher category vehicle if the selected type is unavailable, at no additional cost.
• Each vehicle has a maximum passenger and luggage capacity.
• It is the customer’s responsibility to ensure the vehicle booked is suitable for the number of passengers and the amount of luggage.
• If in doubt, please contact us for guidance prior to booking.
• Exceeding the stated capacity may result in the driver refusing to carry additional passengers or luggage, and no refunds will be issued in such cases.

Cancellation and Refund Policy

• Standard Vehicles: Cancellations made more than 24 hours prior to the scheduled pick-up time are free of charge. Cancellations within 24 hours may incur a cancellation fee, at the company’s discretion.
• Minibus & Coach Bookings: Free cancellation up to 14 days before the scheduled pick-up. Cancellations within 14 days may incur a cancellation fee, at the company’s discretion.
• All cancellations must be submitted in writing and confirmed by us. Cancellation requests are only valid once you receive a written confirmation from us.
• Refunds, where applicable, will be processed to the original payment method within 7–10 working days.

Amendment Policy

• Amendments to bookings (such as time, location, or vehicle type, etc.) must be made at least 8 hours prior to the scheduled pick-up.
• We will make reasonable efforts to accommodate changes.
• Additional charges may apply for amendments resulting in extended service.

No-show Policy

A "no-show" is defined as a passenger failing to appear at the agreed pick-up location and being uncontactable by the driver within 30 minutes of the scheduled time. In such cases, the full fare will be charged with no entitlement to refund.

Customer Service & Complaints

• We strive to deliver excellent customer service at all times.
• If you are dissatisfied with any part of your journey, please contact our customer service team within 48 hours of travel by emailing info@spotoncars.com.
• We aim to respond to all complaints within 5 working days and resolve any issues fairly and efficiently.

Updates to These Terms

The company reserves the right to revise any of these terms and conditions. Please review this page regularly to stay informed of any changes.