Terms and Conditions

1. About Us

1.1.AZ Cars is licensed by Transport for London (TfL) as a Private Hire Operator. Our operator licence number is 10668.

1.2.All vehicles operated under AZ Cars bookings are licensed private hire vehicles. All drivers are licensed by TfL and have undergone DBS (Disclosure and Barring Service) checks.

1.3.We can be contacted by phone on 020 8874 2000, by email at info@az-cars.co.uk, or by post at the address above. AZ Cars is not currently VAT registered.

2. Definitions

2.1."Booking" means a pre-booked private hire journey made through our website, by phone, or via WhatsApp.

2.2."Fare" means the total charge payable for your journey, as quoted at the time of booking and confirmed under clause 3.

2.3."Passenger" means any person travelling in the vehicle under a Booking.

2.4."Lead Passenger" means the person who makes the Booking and accepts these Terms on their own behalf and on behalf of all Passengers travelling under that Booking.

2.5."Driver" means the TfL-licensed private hire driver assigned to your Booking, whether engaged directly by us or, where clause 13 applies, by an associated licensed operator.

2.6."No-Show" means the Passenger(s) failing to appear at the agreed pick-up point within a reasonable time of the agreed pick-up time (or, for airport pickups, of the agreed meeting time set out in clause 5.4, which is 45 minutes after the flight lands unless agreed otherwise, rather than the time the flight lands), without having contacted us as set out in clause 5.5.

2.7."Working Day" means any day other than a Saturday, Sunday, or public holiday in England.

2.8."Vehicle" means the licensed private hire vehicle allocated to fulfil a Booking.

3. Bookings and Formation of Contract

3.1.All bookings are pre-booked and constitute a private hire booking under the Private Hire Vehicles (London) Act 1998. We do not accept hailed bookings.

3.2.A binding contract is formed only when you receive written or verbal confirmation from AZ Cars accepting your Booking. A quotation or fare estimate, on its own, does not constitute a confirmed Booking. We reserve the right to decline any Booking at our discretion, except on grounds that would be unlawful (see clause 8).

3.3.It is your responsibility to provide accurate pick-up and drop-off addresses, flight details (where applicable), and contact information. AZ Cars accepts no liability for failed or delayed journeys resulting from incorrect information supplied by you.

3.4.The Lead Passenger must be at least 18 years old (see clause 16.5) and accepts these Terms on behalf of all Passengers travelling under the Booking.

3.5.Bookings are subject to vehicle and driver availability. In the unlikely event we cannot fulfil a confirmed Booking, we will notify you as soon as possible and issue a full refund of any amounts paid.

3.6.Where a Booking confirmation contains an obvious pricing or typographical error (for example, due to a system fault), we are not bound to honour the incorrect figure. We will notify you of the correct Fare and give you the option to proceed at that price or cancel free of charge with a full refund.

4. Fares and Payment

4.1.All fares are quoted in pounds sterling (GBP) and are fixed at the time of booking unless a material change is made to the journey details by you after confirmation. AZ Cars is not currently VAT registered, so no VAT is added to the Fare.

4.2.Fares may be subject to variation in the following circumstances: significant changes to the agreed route or pick-up/drop-off points at your request; an address supplied by you being incorrect, requiring re-routing; waiting time (see clause 5); additional stops not included in the original Booking; or road closures or diversions outside our control that materially increase journey distance.

4.2A.The Congestion Charge and ULEZ are not included in the quoted Fare and will be added where the journey enters the charging zone or the vehicle is liable for the charge.

4.3.Payment is accepted online through our booking system, by cash, by debit/credit card, by PayPal, or by BACS transfer. No extra charge is made for paying by card.

4.4.For airport and advance bookings, full payment or a deposit may be required at the time of booking. This will be made clear during the booking process.

4.5.AZ Cars reserves the right to update its pricing at any time. Updated prices apply to new bookings only and will not affect confirmed bookings.

4.6.A receipt will be provided on request.

4.7.An administration fee may apply to your Booking, whichever payment method you use. Where it applies, the amount will be shown to you before your Booking is confirmed.

5. Airport Transfers and Waiting Time

5.1.For airport arrivals, we monitor your flight in real time and adjust the driver's arrival accordingly at no extra charge.

5.2.AZ Cars does not offer a free waiting period. Waiting time is charged from the time of the driver's arrival at the agreed pick-up point (or, for airport pickups, from the agreed meeting time set out in clause 5.4, which is 45 minutes after the flight lands unless agreed otherwise), at a reasonable rate reflecting the day and time of the journey. Details of how this rate is calculated are available on request at the time of booking.

5.3.For airport pickups, an airport car-parking charge applies and is added to the Fare at the amount charged by the airport.

5.4.For airport arrivals, your driver will meet you with a name board at an agreed landmark in the arrivals hall (such as Costa, WHSmith, Pret or M&S). By default, the meeting time is 45 minutes after your flight lands. If you are travelling with hand luggage only, please tell us when booking and we may be able to meet you sooner.

5.5.If you cannot locate your driver on arrival, you must contact us immediately on 020 8874 2000 before making alternative arrangements. Failure to do so may result in the Booking being treated as a No-Show.

5.6.For airport drop-offs, the airport's standard drop-off charge is included in the quoted Fare. If your drop-off takes longer than the airport's free or standard drop-off period, the extra charge made by the airport is added to the Fare.

6. Cancellations and Refunds

6.1.You may cancel a Booking without a cancellation fee by giving at least 24 hours' notice before the scheduled pick-up time. Your Fare will be refunded in full, less any non-refundable administration fee (see clause 4.7).

6.2.Cancellations made with less than 24 hours' notice but more than 2 hours before pick-up may incur a cancellation fee of up to 50% of the Fare.

6.3.Cancellations made within 2 hours of the scheduled pick-up time, or after the driver has been dispatched, may be charged the full Fare.

6.4.In the event of a No-Show, the full Fare will be charged.

6.5.Refunds will be returned to the original payment method within 5–10 Working Days of the cancellation being confirmed.

6.6.Administration fees (see clause 4.7) are non-refundable and will not be returned as part of any refund, except where we cancel or are unable to fulfil your Booking under clauses 3.5, 3.6 or 12.2, in which case you will receive a full refund including the administration fee.

6.7.Passenger transport contracts of this kind are an excepted contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, meaning the statutory 14-day cooling-off cancellation right does not apply. The cancellation terms set out in this clause 6 are therefore the terms that govern cancellation of your Booking.

6.8.Nothing in this clause 6 affects your other statutory rights, including those under the Consumer Rights Act 2015.

7. Passenger Conduct

7.1.Passengers must wear a seatbelt at all times where one is fitted, in compliance with UK law.

7.2.Smoking, including e-cigarettes and vaping, is strictly prohibited in all vehicles.

7.3.Consumption of alcohol is not permitted in vehicles without prior written agreement.

7.4.Passengers must not behave in a threatening, abusive, or disruptive manner towards drivers or other passengers. The driver reserves the right to terminate a journey immediately in such circumstances without refund.

7.5.Any damage caused to a Vehicle by a Passenger will be charged to the Lead Passenger at the cost of repair or valeting, plus any reasonable loss of earnings during repair downtime.

7.6.Child and baby car seats are supplied on request. Please tell us at the time of booking so we can allocate a suitable Vehicle.

7.7.The Lead Passenger agrees to indemnify AZ Cars against all reasonable costs, fines (including any penalty charge notices or congestion/ULEZ charges incurred as a result of instructions given by a Passenger), claims, losses, and expenses arising from a breach of these Terms or from unlawful or improper conduct by any Passenger travelling under the Booking.

8. Accessibility and Assistance Dogs

8.1.Under section 170 of the Equality Act 2010, our drivers must carry passengers accompanied by an assistance dog at no extra charge and allow the dog to remain with the passenger throughout the journey, unless the driver holds a valid exemption certificate issued by TfL on medical grounds, which they must display or show on request. It is a criminal offence for a driver or operator to refuse, or to charge extra, because a passenger is accompanied by an assistance dog, and AZ Cars will not refuse or fail to accept a Booking on this basis.

8.2.Under the Equality Act 2010, as amended by the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022, our drivers must carry any disabled passenger, take reasonable steps to ensure they are carried in safety and reasonable comfort, give such mobility assistance as is reasonably required (including carrying a passenger's mobility aids), and assist a passenger with sight loss to identify or find the Vehicle, all without any additional charge.

8.3.We do not currently have wheelchair-accessible vehicles in our fleet. If you use a wheelchair or need any other assistance, please let us know at the time of booking. Folding wheelchairs and other mobility aids will be carried free of charge in line with clause 8.2.

8.4.We will not refuse a Booking on the grounds of disability.

9. Luggage and Lost Property

9.1.Luggage must be declared at the time of booking. Excess or oversized luggage not declared may result in the Booking being unable to proceed.

9.2.AZ Cars accepts no liability for loss or damage to luggage or goods carried in our vehicles unless caused by the negligence of our driver.

9.3.Subject to clause 8, Passengers are responsible for ensuring all luggage is loaded and unloaded. Drivers will assist where possible but are not obligated to do so.

9.4.Items left in a Vehicle will be held for 30 days. We may charge a reasonable fee to cover postage or return costs. Unclaimed items may be disposed of after this period.

10. Driver and Vehicle Standards

10.1.All vehicles display the required TfL private hire markings, and drivers carry a TfL driver identity badge which Passengers may ask to see before travelling.

10.2.None of our vehicles are currently fitted with CCTV or dash-cams.

10.3.Always check that the driver and vehicle match the details in your Booking confirmation before travelling. We accept no liability in connection with any unbooked or unauthorised vehicle falsely purporting to be operating on our behalf.

11. Liability and Insurance

11.1.AZ Cars and all drivers operate under the motor insurance required by the Road Traffic Act 1988 and applicable TfL licensing conditions, including passenger liability cover for the duration of the journey.

11.2.Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded or limited by applicable law.

11.3.Subject to clause 11.2, AZ Cars shall not be liable for any indirect, consequential, or economic loss, including missed flights, missed connections, or loss of earnings, arising from delays caused by circumstances outside our reasonable control.

11.4.Subject to clause 11.2, in all other cases our total liability to you in connection with any Booking shall not exceed the total Fare paid for that Booking.

11.5.Where loss or injury arises from the act or default of a third party (for example, another road user), our role is limited to providing reasonable assistance and relevant information to help you pursue a claim against that party or their insurer.

12. Force Majeure and Operational Delays

12.1.AZ Cars shall not be liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to extreme weather, road closures, civil unrest, acts of terrorism, pandemic or public health restrictions, industrial action, or government restrictions.

12.2.In such circumstances we will notify you as soon as reasonably practicable and, where we are unable to fulfil the Booking, issue a full refund.

12.3.Ordinary operational delays that do not amount to force majeure, such as traffic congestion, vehicle breakdown, or driver illness, are dealt with by using reasonable endeavours to provide a suitable replacement vehicle or driver as promptly as possible. Our liability in respect of such delays is as set out in clause 11.

13. Use of Associated Drivers and Operators

13.1.Where reasonably necessary to fulfil your Booking, we may engage another TfL-licensed private hire operator or driver operating under a lawful contractual arrangement with us. These Terms continue to apply to your Booking regardless of which licensed driver or vehicle carries out the journey.

14. Data Protection and Privacy

14.1.AZ Cars processes your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

14.2.We collect and use your name, contact details, journey details, and payment information to perform our contract with you, and, where relevant, for our legitimate interests in preventing fraud and maintaining passenger safety.

14.3.We do not sell your personal data and will only share it with third parties where necessary to fulfil your Booking, where you have consented, or where required by law.

14.4.You have the right to request access to, correction of, or erasure of your personal data, and the right to object to or request restriction of certain processing, by contacting info@az-cars.co.uk. If you believe we have not handled your data properly, please tell us first so we can put it right. If you are still not happy, you have the right to take your complaint further, as explained in our Privacy Policy.

14.5.We retain personal data only for as long as necessary for the purposes it was collected, or as required by law.

15. Complaints and Dispute Resolution

15.1.If you have a complaint about any aspect of our service, please contact us in the first instance by email at info@az-cars.co.uk or by phone on 020 8874 2000.

15.2.We aim to acknowledge all complaints within 2 Working Days and to resolve them within 14 Working Days.

15.3.If your complaint remains unresolved following our final response, you may seek advice from the Citizens Advice consumer service, raise the matter with Transport for London (tfl.gov.uk), or pursue it through the courts. AZ Cars is not currently a member of an alternative dispute resolution (ADR) scheme.

16. General

16.1.These Terms constitute the entire agreement between you and AZ Cars in relation to your Booking and supersede all prior representations, communications, or agreements. Each party confirms it has not relied on any statement or representation not expressly set out in these Terms, except in respect of any liability for fraud or fraudulent misrepresentation.

16.2.If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

16.3.These Terms shall be governed by and construed in accordance with the law of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16.4.AZ Cars reserves the right to amend these Terms at any time. Updated Terms will be published on our website and will apply to all Bookings made after the date of publication. Any change to an already-confirmed Booking must be agreed and confirmed by us in writing or via recorded communication.

16.5.By proceeding with a Booking, you confirm that you are at least 18 years of age and that you have the authority to accept these Terms on behalf of all Passengers in the Booking.

16.6.We may assign, transfer, or subcontract our rights and obligations under these Terms (including as set out in clause 13). You may not assign or transfer your Booking to a third party without our prior written consent.

16.7.A person who is not a party to a Booking has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these Terms, save that a Passenger travelling under a Booking made by a Lead Passenger may rely on the terms governing their journey.

16.8.No failure or delay by AZ Cars in exercising any right under these Terms shall operate as a waiver of that right, nor shall any single or partial exercise of a right prevent any further exercise of it.

16.9.Any formal notice under these Terms must be given in writing, by email to info@az-cars.co.uk or by post to our address above, and will be treated as received on the next Working Day after sending.