Terms of Service

These terms govern your use of Relay Healthcare Transfer transport services. By booking with us, you agree to these terms.

Service Provider

Relay Healthcare Transfer Ltd (Company No. 00000000) provides private hire transport services. Licensed private hire operator

Booking and Cancellation

Making a Booking

Bookings can be made online, by phone, or email. A booking is confirmed when you receive written confirmation from us.

Cancellation Policy

  • More than 24 hours notice: Full refund
  • 12-24 hours notice: 50% charge
  • Less than 12 hours notice: Full charge
  • No-show: Full charge

Changes to Bookings

Changes to pickup time, location, or destination should be made as early as possible. We will accommodate changes where operationally feasible.

Service Delivery

Pickup

Our driver will arrive at the specified pickup location at the booked time. For airport pickups, we monitor flight arrivals and adjust accordingly. Please ensure you are ready at the pickup time.

Waiting Time

Standard bookings include 15 minutes waiting time. Airport pickups include 60 minutes from flight landing. Additional waiting is charged at our published rates.

Journey Changes

Additional stops or route changes during a journey may incur additional charges. Please discuss with your driver or contact our operations team.

Passenger Responsibilities

Passengers must:

  • Be ready at the agreed pickup time and location
  • Treat our vehicles and drivers with respect
  • Wear seatbelts at all times
  • Not smoke or vape in vehicles
  • Not consume alcohol in vehicles
  • Inform us of any special requirements in advance

Our Responsibilities

We commit to:

  • Providing clean, well-maintained vehicles
  • Professional, DBS-checked drivers
  • Punctual service (traffic permitting)
  • Respecting your privacy and confidentiality
  • Handling complaints promptly and fairly

Liability

We maintain comprehensive insurance for passenger safety. Our liability for delays, cancellations, or service issues is limited to the fare paid for the affected journey.

We are not liable for delays caused by traffic, weather, road closures, or other circumstances beyond our control.

Payment

Payment is due at time of booking unless you have a corporate account with agreed payment terms. We accept major credit/debit cards.

Complaints

If you are unhappy with our service, please contact us at bookings@relayhealthcaretransfer.com. We will investigate and respond within 5 working days.

Governing Law

These terms are governed by English law. Disputes will be subject to the exclusive jurisdiction of the English courts.

Last updated: January 2025