1. About These Terms
These Terms of Service (“Terms”) govern the booking and use of taxi, airport transfer, minibus, and chauffeur services provided by Gatwick Express Cars (“we”, “us”, “our”), operating from 4a Goods Station Road, Tunbridge Wells, Kent, TN1 2BJ, UK. By requesting a quote, making a booking, or travelling in one of our vehicles, you (“the customer”, “you”) agree to be bound by these Terms.
2. Our Services
We provide the following services, as advertised on our website:
- Airport taxi transfers to and from Gatwick, Heathrow, Stansted, Luton, and London City airports
- Seaport and cruise terminal transfers to Dover, Southampton, and Harwich
- Corporate and business travel / executive car hire
- Minibus hire (6 to 8 seater) for groups and events
- Meet & greet chauffeur service, including luggage assistance
- Hospital and medical transfers
We operate across Royal Tunbridge Wells, Tonbridge, and surrounding Kent villages, 24 hours a day, 7 days a week, 365 days a year.
3. Bookings and Quotes
Bookings can be made online through our quote form, by phone, or by email, and are confirmed with a booking summary sent to the contact details you provide. It is your responsibility to check that your name, contact number, pickup/drop-off addresses, flight details, and passenger/luggage counts are accurate at the time of booking, since these details are used to plan your journey and vehicle allocation.
4. Pricing and Payment
All fares are fixed and agreed at the time of booking; we do not apply surge pricing. Published indicative fares (e.g. Tunbridge Wells to Gatwick, Heathrow, Stansted, and Luton) vary by pickup village and vehicle type (Saloon, Estate, 6-Seater Minivan, 8-Seater Minibus) — an exact quote is provided at booking.
The following drop-off surcharges apply at the airports listed and are additional to the fixed fare: Gatwick £10, Stansted £8, Luton £8, Heathrow £7. Airport car parking charges (where applicable at pickup) are payable separately by the customer directly to the car park operator and are not included in our fare.
We accept payment by cash, card, or account billing (for corporate customers), as advertised on our website. Payment is due at the time of travel unless an account arrangement has been agreed with us in advance.
5. Cancellations, Changes, and No-Shows
Bookings may be cancelled or amended free of charge up to 24 hours before the scheduled pickup time. Cancellations made within 24 hours of pickup, or no-shows where the passenger is not present at the agreed pickup point after a reasonable waiting time, may be charged at the full fare. Changes to pickup time, location, or vehicle type are subject to availability.
6. Flight Monitoring and Delays
For airport transfers, we monitor your flight in real time at no extra charge, and will adjust your pickup time to match your actual landing time, including in the event of a delay. If your flight is cancelled or diverted, please contact us as soon as possible so we can amend or cancel your booking.
7. Passenger Conduct and Luggage
Passenger and luggage numbers must not exceed the capacity of the vehicle booked, as shown in our vehicle guide (for example, a Saloon carries 1–4 passengers with up to 2 check-in and 2 hand luggage items). We reserve the right to refuse travel, or to request an upgraded vehicle at an additional cost, where actual passenger or luggage numbers exceed what was booked. Passengers are expected to treat vehicles and drivers with respect; we reserve the right to refuse or end a journey in cases of abusive, dangerous, or unlawful behaviour.
8. Our Drivers and Vehicles
All journeys are carried out by drivers licensed by Tunbridge Wells Borough Council, who are DBS-checked, and our vehicles are fully licensed, insured, and maintained to a high standard.
9. Liability
We will take all reasonable care to transport you safely and on time. We are not liable for delays or failure to perform our obligations caused by circumstances outside our reasonable control, including but not limited to traffic, weather, road closures, or airport/flight delays not caused by us. Our liability for any claim arising from our services is limited to the value of the fare paid for the journey in question, except where liability cannot be excluded or limited by law (such as for death or personal injury caused by our negligence).
10. Data Protection and Privacy
Any personal information you provide when requesting a quote or booking a journey (such as your name, contact details, and travel itinerary) is used solely to provide and manage our services to you. Please refer to our separate Privacy Policy for further information on how we handle personal data.
11. Complaints
If you are unhappy with any aspect of your journey or booking, please contact us by phone on 01892 570 190 or through our website contact form, and we will do our best to resolve the issue promptly.
12. Changes to These Terms
We may update these Terms from time to time to reflect changes in our services or legal requirements. The current version will always be available on our website, and continued use of our services after an update constitutes acceptance of the revised Terms.
13. Governing Law
These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
14. Contact Us
Gatwick Express Cars
4a Goods Station Road, Tunbridge Wells, Kent, TN1 2BJ, UK
Phone: 01892 570 190
Website: https://gatwickexpresscars.co.uk