Customer Booking Terms & Conditions
Submitting the website form is an enquiry for a quote, not a confirmed booking.
1. Who we are and the booking contract
“We”, “us” and “our” mean Jacek Baszczuk, trading as ShuttleJack UK, a licensed private-hire booking operator (details above). “You” means the person or organisation requesting the journey and, where relevant, the passenger. The booking process is as follows: (1) you submit a journey enquiry using our website form; (2) we review the request and, if we can offer the service, send you a personalised quotation with the fare, proposed collection date and time, route and relevant conditions; (3) you accept the quotation; and (4) we expressly confirm the booking to you. Neither submitting the form, receiving a quotation nor accepting an offer alone guarantees a vehicle. The booking becomes confirmed only when ShuttleJack UK issues its final confirmation, subject to any clearly disclosed payment condition. Drivers cannot accept street hails on our behalf.
2. Information we require
Please enter accurate pickup and destination addresses, your preferred journey date and time, passenger numbers, contact details, flight or train information (where relevant), luggage and any access or mobility requirements in the website enquiry form. We may ask for further information before sending a quotation. If an enquiry cannot be accommodated, we may decline it or suggest an alternative. Please notify us promptly if details change.
3. Quotes and prices
We assess each website enquiry individually and send the proposed fare and collection time to the customer. Our quotation will identify the route, travel date, collection location and time, fare, and any stated inclusions, exclusions or special conditions. A quote is not a booking confirmation and may have a stated acceptance deadline. Please tell us about extra stops, parking, meet-and-greet, waiting time, tolls and unusual luggage before accepting the offer. A fixed price covers only the agreed route and inclusions; any proposed additional charge will be explained and, where reasonably practicable, agreed in advance. We will not retrospectively impose undisclosed fees.
4. Booking and payment
After we send the quotation, you can tell us whether you accept the proposed fare, collection time and journey details. We then review availability and issue an express final booking confirmation. Where a deposit or advance payment is a condition of confirmation, the quotation will make the amount, deadline and method clear; a booking is not confirmed until we expressly say it is. Any remaining balance and payment method will be included in the confirmation. We do not take an automatic booking solely because our website form has been submitted. Card details must be provided only through an approved secure payment method; do not email card details. Cash is the preferred payment method. Unless otherwise agreed in the booking confirmation, payment is due before the journey begins. Bank transfer, card payment where available, or invoicing for approved business customers may be agreed in advance. No surcharge is applied to consumer debit or credit card payments.
5. Customer cancellation and refunds
Please cancel by replying to your confirmation or contacting bookings@shuttlejackuk.co.uk or 07897 064289; cancellation takes effect when received. Our standard indicative schedule is: at least 24 hours before pickup — no cancellation charge; less than 24 hours — up to 50% of the confirmed fare; after a driver has been dispatched, or a genuine no-show — up to 100%. These are maximum guidelines, not automatic penalties. Any amount retained or charged will be fair and proportionate to reasonable losses actually caused, including costs incurred and unavoidable lost work, after taking reasonable steps to reduce loss. We will not charge twice for the same loss. You may request a breakdown. Where we cancel or materially fail to provide the booked service, see clause 11.
6. Changes to a booking
Ask for changes as early as possible. Changes of date, pickup time, destination, passenger number or vehicle requirements are subject to availability and a revised quote. If we cannot accommodate a requested change, the existing booking remains unless cancelled, subject to clause 5. Minor changes may be accepted without charge at our discretion.
7. Pickup, waiting and passenger lateness
Be ready at the collection time and meeting point shown in our final booking confirmation, with your telephone reachable. The quote or final confirmation will specify any included waiting time and additional rate: 10 minutes free of charge from the agreed pickup time for home, hotel and business collections; then £5 for each additional commenced 10-minute period, where disclosed and agreed before booking. If no additional rate has been agreed, we will discuss it before applying it. We will make reasonable efforts to contact you before treating a journey as a no-show. Tell us promptly if you are delayed.
8. Airports and flight delays
For airport enquiries, please provide the flight number and requested pickup arrangements in the website form. Our personalised quotation and final booking confirmation will specify the agreed pickup time or method for calculating it, together with any included waiting, parking and meet-and-greet charges. We will make reasonable efforts to monitor published flight updates where a flight number is provided; this is not a guarantee of unlimited free waiting or automatic rescheduling. Tell us immediately if your flight or terminal changes, is delayed or is cancelled. Any alternative arrangements depend on availability and fair, previously disclosed charges. Airport pickup and parking charges are payable by the customer, and will be identified in the quotation before booking confirmation. Airport waiting allowance, if any, is specified individually in the quotation.
9. Luggage, passengers and children
We can carry only the number of passengers and amount/type of luggage safe and lawful for the booked vehicle. Declare oversized items before booking; dangerous or unlawful goods are not permitted. Children must use restraints required by applicable law. Please ask in advance if a child seat is needed; do not assume one is supplied. Any mobility device must be safely accommodated and secured in a suitable vehicle; accessible-vehicle availability must be confirmed separately.
10. Conduct, cleanliness and damage
Seat belts must be worn as required by law. No smoking or vaping in the vehicle. Passengers must treat the driver and vehicle respectfully. A driver may decline or end transport where there is a genuine and immediate safety, violence, abuse or unlawful-conduct concern. Any charge for exceptional soiling or damage must reflect evidenced, reasonable cleaning or repair costs caused by the passenger, not ordinary wear or minor mess; photographs and an itemised estimate or invoice will be provided where appropriate.
11. Our cancellation, delay, breakdown or inability to perform
Safety, licensing, adverse weather, road closures, vehicle breakdown or other serious circumstances may require a change. We will notify you as soon as reasonably possible, seek a suitable licensed replacement if lawful and available, or agree another reasonable solution. If we cannot supply the booked transport, we will refund sums paid for the unprovided service. Any separate, legally recoverable loss will be considered under applicable law and the facts; nothing here removes your statutory rights.
12. Driver and vehicle arrangements
We may use an appropriately licensed driver, vehicle or authorised licensed operator to fulfil a confirmed booking, in accordance with the applicable licensing rules and the arrangements disclosed to you. ShuttleJack UK remains your booking contact unless you are clearly informed, before contracting, that another licensed operator is the contracting supplier. We do not guarantee a named driver or exact vehicle model unless expressly confirmed as essential to the booking.
13. Disability and accessibility
We aim to provide equitable service and comply with applicable equality and transport duties. Please tell us your practical accessibility needs when booking so we can check vehicle suitability and assistance arrangements. We will not apply an extra charge merely because a passenger is disabled where doing so is prohibited by law. Assistance dogs are accepted as legally required, subject only to lawful exemptions.
14. Liability and consumer rights
We will provide the service with reasonable care and skill. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer remedy that law does not permit us to limit. We are not responsible for delays caused entirely by circumstances outside our reasonable control where we have complied with our legal duties, but this does not exclude liability for our own failure to take reasonable care.
15. Complaints and lost property
Contact bookings@shuttlejackuk.co.uk with your booking reference, journey date and issue. We aim to acknowledge within 3 working days and provide a substantive response within 14 working days, or explain a longer investigation. Lost property will be handled in accordance with applicable law and licensing procedures; reasonable return postage may be charged with your agreement. You may also contact the relevant licensing authority where appropriate.
16. Personal information
We use personal information to quote, arrange and provide bookings, manage payments, complaints and legal duties. Details, lawful bases, retention periods, sharing and your rights must be set out in our separate Privacy Notice at https://shuttlejackuk.co.uk/privacy.html. We may share only the necessary booking information with licensed drivers, operators, payment providers and relevant authorities.
17. Legal framework
The laws of England and Wales apply, subject to mandatory consumer protections and applicable rules on jurisdiction. If any wording is unenforceable, the remainder continues as far as legally possible. Changes to these terms will not be imposed retrospectively on a confirmed booking without an agreed basis.
Publication of the office address as a correspondence address remains subject to confirmation with the office provider.