Safe Ride Ltd (Safe Ride) is a limited company incorporated and registered in England with company registration number 14298918.
Safe Ride provides private hire vehicle booking service for Account Customers and Non-Account Customers. These services are provided under these terms and conditions.
Please read these terms and conditions carefully as they contain important information about your rights and obligations and you will be bound by them.
By making a booking with Safe Ride or opening an account, you (the Customer) agree to be legally bound by these terms and conditions.
1.0 Definition and General Statements:
1.1 The Service provider is Safe Ride.
1.2 The customer is the person who accepts any offer of service from the service provider.
1.3 The passenger is the person travelling or in the case of a group of people, the lead person named on the booking form.
1.4 The service is the transportation service that the service provider and the customer agree.
1.5 Safe Ride online booking form is the document which outlines details of the booking and comprises part of the email or paper acknowledgement sent to the customer confirming the service if requested.
1.6 The booking confirmation is the email or paper copy or text message sent to confirm the booking.
1.7 The booking is the request for transportation from the customer.
1.8 It should be noted that this document outlines the conditions relevant to both local transfers, airport transfers and executive transfers.
1.9 Our staff are trained on the contents of these terms and conditions and if asked should be competent in most cases to interpret the company policy if a customer requests them to do so. The drivers are issued with comprehensive operations and procedures manuals that incorporate, within the manual references to, most of these specific terms and conditions. Interpretations and decisions on Force Majeure or Consequential Losses are dealt with by members of the Senior Management Team and are usually in most instances initiated through the Safe Ride complaints procedure.
2.0 Account management and booking service:
2.1 In order to make bookings on account with Safe Ride, the Customer needs to open an account. Safe Ride will allocate the Customer a unique account number and password.
2.2 Safe Ride reserves the right in its absolute discretion and without giving reasons to reject an account application and to decline to enter into a contract.
2.3 The Customer is responsible for providing accurate information to Safe Ride regarding its status and shall notify Safe Ride of any change in the information in writing.
2.4 Unless agreed otherwise, no bookings will be accepted by Safe Ride unless the Account Number or other agreed account security information is quoted. The Customer is responsible for ensuring that the Account Number or other agreed account security information is kept confidential and secure and that it is not disclosed to any unauthorised person. Safe Ride is entitled to assume that any person who correctly quotes the Customer’s name and Account Number or other agreed account security information has authority to make the booking on behalf of the Customer.
2.5 The Customer is solely responsible for safeguarding the confidentiality of such information and shall be liable for the cost of all bookings made by any such person whether or not in fact authorised by it. Safe Ride does not accept any liability for any unauthorised access to an account arising from a Customer’s failure to comply with this clause.
3.0 Account payment:
3.1 Safe Ride shall invoice the Customer each month in respect of Services performed in relation to Account Bookings during the previous month or at such other intervals as may be agreed by the parties in writing. Each invoice will be accompanied by a statement detailing the Services invoiced.
3.2 Settlement in full is due 25 days from the invoice date.
3.3 Safe Ride reserves the right to charge interest on unpaid accounts at the base rate of Lloyds TSB Bank Plc plus 4% accruing on a daily basis and compounded on a six-monthly basis from the due date until full settlement. For companies that settle by invoice, we reserve the right to charge a late settlement fee of 5% of the amount of the invoice, should your invoice not be paid in accordance with the payment terms of your account?
3.4 The Customer shall pay to Safe Ride any reasonable expenses (including those charged by any debt collection agency) together with all legal and court costs incurred in the collection of any overdue payment.
3.5 Invoice Queries must be notified in writing to Safe Ride within 10 days of receipt of the invoice after which date the Customer shall not be entitled to dispute the amount shown save for manifest or gross error.
3.6 Any deposit paid in connection with your account may be forfeit in the event of ongoing late payment of invoices.
4.0 Non-account booking service:
4.1 In the case of a Non-Account Booking, if Safe Ride accepts the booking from a customer, a contract is formed between the Customer and Safe Ride. That contract is subject to these terms and conditions.
4.2 In consideration for the driver carrying out your journey, you will pay that driver either directly by giving him cash or indirectly via Safe Ride’s credit card payment mechanism.
4.3 Non-Account bookings are not subject to VAT unless the driver carrying out your booking is VAT registered, in which case VAT will be charged in addition to the fare.
4.4 In respect of Card Payments, Safe Ride will issue the Customer with an email confirmation/receipt for the booked journey amount quoted by us prior to the start of the journey. If any additional charges fall due by the Customer in accordance with these Terms, Safe Ride will send to the Customer a final receipt within 5 days of the relevant journey, detailing all such additional charges. Such final receipt shall replace the earlier confirmation. In the event that there are no such additional charges, the original confirmation shall serve as the Customer’s receipt.
5.0 Booking methods and confirmation of booking:
5.1 All booking requests must be made by telephone, email or via the enquiry form on the Safe Ride website.
5.2 At the time of booking the customer must supply all information required and requested by Safe Ride. It is important that if the customer has special requirements appertaining to them personally, then these should be discussed with Safe Ride and agreed at the time of booking.
5.3 When bookings are made by telephone, the operator will repeat back the details given to them before the booking is confirmed. It is the customer’s responsibility to listen carefully and report back any inaccuracies. The customer should pay special attention to the day and time the plane lands at a UK airport when making the booking or when they receive confirmation.
5.4 Booking confirmation will be sent via email to the customer to the email address given at the time of booking. It is the customer’s responsibility to contact Safe Ride if they have not received the booking confirmation within 24 hours.
5.5 It is the customer’s obligation and responsibility to check the details on the booking confirmation and report back any errors. Safe Ride will not be responsible for any errors that occur as a result of the confirmation not being checked.
5.6 The service provider will not be responsible for any errors in the information provided by the customer. It should be noted that all telephone conversations between Safe Ride and the customer using the company booking lines are recorded. These recordings could be used to verify the contractual terms agreed in cases of disputes between the customer and Safe Ride.
5.7 The service provider can cancel any booking request prior to confirmation.
5.8 Upon receiving confirmation of any booking made by telephone, text or email, it will be assumed that the customer has accepted the terms and conditions as published.
5.9 Safe Ride may in its absolute discretion without liability and without giving reasons refuse to accept any booking.
5.10 All accepted bookings are confirmed at the time of the booking by one or more of the following methods – SMS, email, and telephone confirmation. The Customer is liable for all applicable charges incurred from the time when the vehicle is assigned to the booking until completion of the assignment or if sooner, cancellation.
6.0 Booking fees and methods of payment:
6.1 Payment can be made using all major credit and debit cards.
6.2 Payment by cheque is not acceptable.
6.3 Corporate account holders are permitted to have invoiced account facilities made available to them. Unless otherwise negotiated and approved by Safe Ride, payment terms for corporate account customers are thirty days net monthly.
7.0 Booking cancellation, amendments, postponements and pre-paid work:
7.1 A journey is classed as a single trip to or from a destination.
7.2 Customer has the right to cancel a booking. In the event of cancellation by the Customer or passengers, the Customer may be liable for cancellation charges. If a customer decides to cancel a booking they must notify Safe Ride as soon as possible by submitting a cancellation request via the form on the Contact Us page, by calling us or via Email by quoting the booking reference. The time and date will be recorded for the purpose of applying cancellation charges if appropriate.
7.3 If a customer cancel a booking after the vehicle has been dispatched then a charge may be incurred; the charge will be based on the distance/time that the allocated driver has travelled/spent prior to the point of cancellation. As a general rule journeys from airports are dispatched up to two hours before flight arrival.
7.4 The customer may amend any details provided on the booking form or on the booking confirmation. A change in details could incur an alteration to the agreed cost that will be advised by Safe Ride prior to the changes being finalized. If Safe Ride is unable to meet the change requirements it could result in the service being cancelled.
7.5 Safe Ride commits to being always reasonable, but excessive or unreasonable amounts of booking amendments may incur administration fees.
7.6 Any cancellation outside of Safe Ride operational area, full fare will be charged.
8.0 Pricing structure:
8.1 Safe Ride operates fixed prices for journeys based on the distance, pickup and drop off location. There is a minimum price for any booking. The fare will be calculated by distance and flat rate. When a customer will book a ride, the customer will be given an estimated fare according to the pickup and drop off address given by them. A confirmation of booking and agreed fare will be send to the customer via text (SMS and MMS), email or phone.
8.2 The price includes the average cost of pre-booking of the private hire vehicle including the cost of driving to the pickup point and potential revenue foregone by the driver in making sure they are available at the pre-booked time. The journey cost may therefore be higher than a metered fare for the equivalent street-hail journey, particularly for short journeys.
8.3 Where Account customers are offered a mileage-based fixed price, the price will be based on the quickest journey to the destination rather than the shortest.
8.4 Safe Ride reserves the right to review prices from time to time and will notify account customers if there is any deviation from a written quotation to them.
8.5 The prices are subject to change without notice except where a pricing structure has been agreed between Safe Ride and the customers. These are changed only by negotiation between both parties.
8.6 Any changes to the original booked service may result in an alteration to the price. This change will be made to reflect any additional costs incurred by Safe Ride.
8.7 For long-distance travel to UK destinations outside of the Safe Ride’s operational area, the customer is required to contact Safe Ride for a quotation and estimate of the cost. The price in the first instance will be communicated as an estimate and should not be interpreted as a fixed price until the booking has been confirmed in writing by email or text.
8.8 Any estimation obtained via Safe Ride website may be subject to amendment as the price quoted is an estimate only. These estimated prices will not be treated as a quotation by staff. This estimate will not be interpreted as a fixed price until the booking has been confirmed in writing.
8.9 Special rates apply on public and bank holidays. The customer must contact Safe Ride for details of these rates that are applicable at the time of booking and could be subject to change.
8.10 If the company run special price promotions the terms and conditions for the offer are published as an appendix to these terms and conditions on the company website. The appendix terms and conditions are a supplement to these terms and conditions. If they contradict, then the management team reserve the right to determine what term or condition has precedence over the other. It is the responsibility of the customer to request the precedence before the booking or travel has taken place if they are not satisfied with a specific term.
9.0 Waiting time allowance and no show charges:
9.1 Passengers have up to 10 minutes after the booked time to enter the booked vehicle without incurring waiting time charges for non-airport pickups.
9.2 If the passenger gets in the vehicle after 10 minutes for a non-airport pickup, waiting time is charged for every minute past the booked pickup time.
9.3 Waiting time is charged at a standard rate of £0.25 per minute (£15.00 per hour) for a vehicle.
9.4 Waiting time is also charged at a standard rate of £0.25 per minute (£15.00 per hour) for vehicles licensed to carry over four passengers.
9.5 Waiting time for airport collections is applied from 30 minutes after the plane has landed.
9.6 During this time every effort will be made by Safe Ride to locate the customer and the company encourages communication between the driver and passenger. This will help to facilitate a smooth meeting at the arrivals hall.
9.7 The driver will be authorized to leave the airport after every reasonable effort has been made to locate the customer and cancellation charges may then be applied.
9.8 If the customer is unable to find the driver upon exiting the arrivals hall or seaport, they should in the first instance make telephone contact with Safe Ride. The driver will then be contacted to resolve the issue. Safe Ride will not pay or incur any costs if the passenger fails to follow this procedure. Unless authorized by Safe Ride any additional costs incurred by the customer will be their responsibility.
9.9 In case of no show a cancellation fee of £4.50 will be charged.
9.10 In case of no show outside of Safe Ride operational area full fare will be charged.
10.0 Airport Pickup Bookings:
10.1 All airport transfer requests must be made by telephone, email or via the enquiry form on the Safe Ride website.
10.2 For airport pickups the Customer must provide the correct flight number and origin airport. A ‘Meet and Greet’ service is provided where the Driver will park in the short-term car park, wait in the arrivals hall for passengers with a name board carrying the passenger’s name.
10.3 When bookings are made by telephone, the operator will repeat back the details given to them before the booking is confirmed. It is the customer’s responsibility to listen carefully and report back any inaccuracies. The customer should pay special attention to the day and time the plane lands at a UK airport when making the booking or when they receive confirmation.
10.4 The cost of the short-term car park is charged to passengers at its cost price and a copy of the ticket can be provided to the Customer on request.
10.5 The driver will track the published flight arrival time and allow passengers 30 minutes to come through customs.
10.6 Safe Ride reserves the right to charge waiting time if the passenger has not come through customs after 30 minutes. The charge will apply from 30 minutes after the flight arrival time.
10.7 If the Customer wishes to select a later pick-up time later than 30 minutes after the scheduled arrival time, they can enter this as the pick-up time of the booking, with a note stating that they don’t want drivers to come any earlier even if the flight lands before its scheduled time. If the flight is delayed in this instance, drivers will revert to a pickup time of 30 minutes after the flight arrival time. Waiting time will be payable from the requested pickup time or 30 minutes after the arrival time for a late flight.
10.8 A maximum time of 15 minutes for address collections & 30 minutes for airport collection will be allocated whereupon non-contact with passengers will classify the reservation to be a no show and will be subject to clauses 9.9 and 9.10.
10.9 We politely request that passengers being held more than an hour by HM Customs keep in contact with the driver or the office on a regular basis during the new stringent procedures, if contact is not made for more than 1 hour, and subsequently if the office try to call and the passengers do not answer the vehicle may be returned to other duties. This is a difficult time for everyone travelling so we need your cooperation to help us fulfil our duty of care and attention to passengers and drivers
10.10 We would like to confirm that passengers cannot be collected from on the road outside the terminal at City Airport; it is monitored by APNR cameras and is a drop off area only. Please do not request drivers to collect from outside as this can incur a £400 fine. Drivers will have to politely refuse and request all passengers walk to the meeting point is in the short stay car park; it is a very short distance.
10.11 If Safe Ride as Private Hire Operator (PHO) does not turn up at the Agreed Pick-Up Point within 15 minutes of the Agreed Time and the customer do not use PHO for the Trip, the customer will be entitled to a full refund of the Fare, along with any Card Costs, if you paid them in advance by Card, as full and final settlement of any claim You might have in respect of such failure. However should the customer at his own discretion decide to continue with the Trip where the PHO turns up after 15 minutes from the Agreed time, then the customer will not be entitled to any such refund?
10.12 In the event that the customer is not available at the Agreed Pick-Up Point within 15 minutes of the Agreed Time, it will be at PHO’s discretion to treat customer’s non-availability as a cancellation, and the customer will not be entitled to any refund of the Fare and any Card Costs that the customer may have paid in advance. Where the PHO decides to wait more than 15 minutes from the Agreed Time, then the customer may be subject to additional charges by PHO in respect of any additional waiting time and/or parking charges and will make such payment directly to PHO.
11.0 During the journey:
11.1 Safe Ride reserves the right to refuse to carry any person who is thought to be under the influence of alcohol or drugs or whose behaviour is considered to pose a threat to the safety of the other passengers or themselves. If the driver believes also that the passenger’s actions could cause damage to the vehicle, they can also refuse to carry the passengers.
11.2 The lead customer on the booking form will be responsible for the behaviour of all passengers in the vehicle.
11.3 In the unlikely event that the vehicle is soiled by any passenger during the journey the customer will be invoiced up to £75.00 to cover cleaning costs. The customer will also be liable for any loss of earnings incurred by the driver for the period of time that the vehicle was not fit for use by other customers. We encourage our drivers to be reasonable with our customers when determining the invoice value for soiling charges.
11.4 Eating and drinking in the vehicle are not permitted.
11.5 Drivers and passengers are not permitted to smoke in a licensed vehicle at any time. This is a strict legal requirement.
11.6 The driver is not allowed to carry more passengers than the legal number stated on the vehicle license plate and will refuse any requests by the passengers to do so.
12.0 Force majeure:
12.1 Neither party shall be deemed in breach of the contract or liable to the other for delay or failure to perform its obligations under the contract if the delay or failure results from Force Majeure.
12.2 If a party is affected by Force Majeure, then neither party will be entitled to any payment from the other for any costs or expenses incurred as a result.
12.3 Safe Ride will make every effort to provide a service with minimum inconvenience. However, circumstances beyond the control of Safe Ride may prevent the execution of the service. The following are examples of such circumstances and will be interpreted as Force Majeure, but these examples are not an all inclusive list:
§ Motor accidents causing traffic delays,
§ Restricted vehicular access and road works,
§ Exceptional or severe weather conditions,
§ Complying with legal requests,
§ Ash clouds or any other natural occurrence Industrial action,
§ Vandalism or terrorism
§ Delays caused by other customers,
§ Extraordinary changes to flight status.
12.4 Safe Ride will use every reasonable means to ensure that the vehicle(s) arrive at the appointed times stated on the booking form. Safe Ride as stated, will not incur any liability or consequential losses whatsoever in the event of any delay due to causes beyond its control.
13.0 Responsibilities and liabilities (applicable to all divisions of Safe Ride):
13.1 Safe Ride’s contract of conveyance with the customer and the passengers commences at the point the passengers enter the vehicle and all the doors are in a closed position.
13.2 The contract of conveyance terminates at the point all the passengers have vacated and physically moved away from the vehicle.
13.3 Whilst the contract of conveyance is valid passengers are covered by the vehicle’s motor insurance policy.
13.4 It is the passenger’s responsibility to refuse any assistance from the driver if they believe that there is a risk to either themselves or their property.
13.5 If a passenger does not refuse the assistance being offered by the driver, then the driver is not liable or responsible in any way for any personal injury claims or damage to their property.
13.6 Safe Ride always has to comply with the Data Protection Act 1998. If a dispute arises between a customer, passenger or third party and a driver, it is the responsibility of the customer, passenger or third party to obtain personal contact details directly from the driver. Safe Ride will only assist with vehicle identification and details if they believe it is a claim that will be related to the vehicle insurance policy. Safe Ride will not become involved in driver identification if they believe the contract of conveyance has terminated.
13.7 Drivers are not legally permitted to enter a customer’s personal dwelling even when they are assisting and will refuse requests to do so. They are required by Safe Ride to assist with luggage shopping and other personal items. They are permitted to take the items to either the front or back door of a customer’s dwelling.
13.8 These terms and conditions are published on the company website or they are available on request in hard copy form.
14.0 Contractual Obligation:
Regulation 9(14) of the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000 (the 2000 Regulations) provides that:
“The operator shall enter into a contractual obligation as principal with the person making the private hire booking to provide the journey which is the subject of the booking and any such contractual obligation must be consistent with the 1998 Act and these Regulations.”
To comply with the Regulation 9(14) of the 1998 acts and the 2000 Regulation Safe Ride will do the followings:
a. Safe Ride will accept the bookings from the passenger.
b. Safe Ride will take responsibility for the entire journey.
c. Safe Ride will carry out the booking for a fare which was either agreed or for which an accurate estimate was provided in advance.
d. The booking must be carried out in a Private Hire Vehicle (PHV) driven by a London Private Hire Vehicle Driver.
e. The fares for the journey being collected by the operator or collected by the driver on behalf of the operator, including arrangements where the driver acts as the agent for the operator in collecting fares;
15.0 Extent of Safe Ride Liability:
15.1 Any quoted pick up or journey times are best estimates and Safe Ride shall have no liability if a pick up or journey time exceeds any estimate given or otherwise exceeds the Customer’s or the passenger(s)’ expectations for whatever reason, nor shall Safe Ride have any other liability to the Customer or the passenger(s) in connection with the time at which the passenger(s) reach or fail to reach the destination.
15.2 Safe Ride shall have no liability for any damage, loss, costs, claims or expenses (whether foreseeable or not) incurred or suffered by the Customer or the passenger(s) (other than in the event of death or personal injury) by virtue of eventualities or occurrences acts or omissions including on the part of the driver outside of the reasonable control of Safe Ride.
15.3 It shall be for the Customer and/or the passenger(s) to ensure that valuable, unusual or any other items are covered by appropriate insurance. Safe Ride is not liable for any claim for loss of or damage to any such items.
15.4 If Safe Ride cancels a booking it shall have no liability to the Customer or intended passenger(s) if it has used reasonable endeavours to fulfil the booking and to notify the Customer of the cancellation. In such an event, Safe Ride may, with the Customer’s consent, arrange for an alternative transport provider to fulfil the booking on their behalf.
15.5 Safe Ride accepts no liability for any loss of profit, loss of business, business interruption, loss of business opportunity or any indirect or consequential loss or damage.
15.6 Any claim or complaint shall be notified by the Customer to Safe Ride within 24 hours of the time of the relevant booking taking place for account bookings and non-account bookings.
15.7 Subject to the provisions of this clause 1 and except in the case of death or personal injury, Safe Ride aggregate liability arising from or in connection with the provision of the Services to its Customers under these terms and conditions shall not exceed £150.
16.0 Conveyance of children:
16.1 UK law states that private hire vehicles are exempt from legislation relating to children travelling in a baby seat, child seat or booster seat. However, it is at the discretion of the Parent/Guardian as to whether they are used. Safe Ride cannot be held responsible for any injury or loss should child seats or booster seats not be used.
16.2 It is the responsibility of the customer to provide the correct equipment for their child’s travel.
16.3 Safe Ride will store customer’s equipment securely in the office for use on return airport journeys.
16.4 There are strict codes of conduct and guidelines issued by TfL when transporting children or vulnerable adults. The guidelines form an appendix to the driver’s operational manual and the drivers are fully aware of the consequences if they do not adhere to or comply with these directives. If a customer requires a copy, please contact our management team and they will oblige. Please note the guidelines are not published on our websites.
16.5 The provider or providers representative have the right to refuse to make the journey if the appropriate child or booster seat is not supplied by the passenger for under aged children in line with current government regulations. https://www.gov.uk/child-car-seats-the-rules/when-a-child-can-travel-without-a-car-seat.
17.0 Customer Obligations:
The Customer agrees:
17.1 To pay all charges arising out of your use of the Services which are in accordance with these terms and conditions;
17.2 Not to use Safe Ride vehicle for any unlawful or illegal purpose and to comply with all applicable laws;
17.3 To treat with respect and not be abusive or violent towards any Safe Ride drivers, staff or other customers;
17.4 Not to consume alcohol while in a car and we and/or the driver reserve the right to decline carriage to any person who, in our opinion, is intoxicated;
17.5 To wear and to ensure that the passenger(s) wear, a seatbelt at all times whilst travelling in our vehicles;
17.6 To indemnify Safe Ride against any claims, costs, damages, losses, liabilities and expenses (including reasonable legal fees and costs) that arise out of or in connection with a breach of these terms and conditions, any applicable law or your use or misuse of the Website or the Services;
17.7 To be liable for the cancellation fee if the Customer cancels a booking outside the time allowed;
17.8 To be liable for any soiling or damage to a vehicle caused by passengers travelling on a journey booked by the Customer;
17.9 To permit charges to the Customer’s credit or debit card to cover any cancellation, repair or cleaning charges pursuant.
18.0 Data Protection:
18.1 Safe Ride is committed to protect and respect all customers’ privacy. This section explains how Safe Ride collects, stores and uses personal data. Under the Data Protection Act 2018, Safe Ride is the data controller.
18.2 Safe Ride will collect, store and use customers’ personal and company information according the guidance under the General Data Protection Regulation Act 2018.
18.3 Data types that Safe Ride may collect and store are Personal and company information that may be provided by the customer, via a telephone call, website or from the mobile platform, for booking and use of Safe Ride services. This includes but is not limited to the customer and/or passenger name, home/work addresses, telephone numbers, email addresses, and details of journeys you have taken with Safe Ride including times and location data.
18.4 All correspondences and transactions may be recorded for future transactions between Safe Ride and the customer.
18.5 Phone calls to Safe Ride may be recorded for quality and training purposes. This includes but not limited to enquiries, bookings, complaints and or sales/accounts information.
18.6 The data is stored on secure servers with encrypted backups. All enquiries on data retention, requests for or removal of personal data must be sent to saferideltd@gmail.com.
19.0 Lost property:
19.1 Any property found in a vehicle will be passed to the local Police Station by the end of the driver’s shift.
19.2 If the customer claims he has left the property in a vehicle but Safe Ride is subsequently unable to locate the property, Safe Ride accepts no responsibility for the missing property or its replacement.
20.0 Dispute/Applicable Law:
20.1 These terms and conditions shall be construed in accordance with English Law. The customer and Safe Ride agree to submit to the exclusive jurisdiction of the English courts in respect of any dispute or claim arising out of or in connection with this agreement.
20.2 No condition in this agreement will affect the customers or Safe Ride’s statutory rights.
20.3 Safe Ride has a complaints procedure. It is in the interest of Safe Ride and the customer to exhaust this procedure to a satisfactory conclusion if a dispute arises between both parties.
21.0 Complaints:
21.1 If the customer has any complaint in respect of the service provided by the driver or the PHO, You agree to first contact PHO directly by phone or email (saferideltd@gmail.com) within 24 hours of the agreed time. Safe Ride intends to resolve the issue within next 48 hours.
21.2 After receiving the complaint the responsible person will investigate the issue. The customer will be notifying every stage of the investigation. If the customer is not happy with the outcome or if they feel that the complaint is more serious, then they can complaint to Transport for London.
21.3 As a private hire operator Safe Ride must inform TfL if any complaint leads to a decision to dismiss a driver. This ensures that TfL is aware of complaints concerning public safety.
21.4 Safe Ride will keep the record of the booking and the complaint details for 12 months.
21.5 Complaint details will be available in the Terms & Condition and on the confirmation of booking.
22.0 Smoking:
22.1 Under the Smoke free regulations smoking is prohibited in any Private Hire Vehicle at any time by either the driver or passengers, even when the PHV is not being used for hire and reward.
22.2 TfL’s No-Smoking Policy also includes e-cigarettes and vape sticks which are prohibited on all rails, underground and bus services. This has been extended to include all PHVs at all times.
23.0 Availability:
23.1 Safe Ride offers different type of vehicle as part of the booking process. These options are subject to availability. Safe Ride uses best endeavours to allocate the requested vehicle, but reserves the right to change to an alternative vehicle with sufficient capacity for the number of passengers and luggage specified in the booking.
24.0 Use of the Website:
24.1 This clause governs the Customer’s use of the Website (Terms of Use). Safe Ride may revise these Terms of Use at any time. Please check this page from time to time to take note of any changes that have been made because any use of the Website will constitute an acceptance of these Terms of Use.
24.2 Safe Ride may update the Website from time to time and may change the content of the Website at any time. However, please note that any of the content on the Website may be out of date at any given time and Safe Ride is under no obligation to update it.
24.3 Safe Ride does not guarantee that the Website, or any content on it, will be free from errors or omissions.
24.4 There is no guarantee that the Website, or any content on it, will always be available or uninterrupted. Safe Ride may suspend, withdraw, discontinue or change all or any part of the Website without notice and will not be liable to you if for any reason the Website is unavailable at any time or for any period.
24.5 The Customer is responsible for making all arrangements necessary in order to have access to the Website and for ensuring that all persons who access the Website through a shared internet connection are aware of these Terms of Use, and that they comply with them.
24.6 The Customer is responsible for configuring its information technology, computer programmes and platform in order to access the Website. The Customer should use its own virus protection software.
24.7 The Customer must not misuse the Website by knowingly introducing viruses, Trojans, worms, logic bombs or other material which is malicious or technologically harmful. The Customer must not attempt to gain unauthorised access to the Website, or any server, computer or database connected to the Website.
24.8 Where the Website contains links to other websites and resources provided by third parties, these links are provided for information only. Safe Ride has no control over the contents of those third party websites or resources.
24.9 The Customer is not permitted to reverse engineer or attempt to reverse engineer the Website or any other technology provided by Safe Ride in connection with the provision of the Services.
25.0 Intellectual property ownership:
25.1 Safe Ride (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the Website and the Services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the Website or the Services.
25.2 These terms and conditions do not constitute a sale and do not convey to you any rights of ownership in or related to the Website or the Services, or any intellectual property rights owned by Safe Ride.
25.3 Safe Ride name, logo and the product names associated with the Website and the Services are trademarks of Safe Ride or third parties, and no right or license is granted to use them other than to use our Services in accordance with these terms and conditions.
26.0 Termination of account:
26.1 Business accounts are terminable by either party in writing on 30 days’ notice at any time without any reason being given and may also with immediate effect be terminated by Safe Ride without notice at any time if any amount is due and unpaid by the Customer.
26.2 Safe Ride may suspend your access to the Services at any time without notice to you if we reasonably believe that you have breached these terms and conditions.
26.3 Upon termination of the account for whatever reasons all sums payable to or chargeable by Safe Ride, or otherwise appearing on the Customer’s account, shall become immediately due and payable in full if not already due and payable.
27.0 Severance:
27.1 If any part of these terms and conditions are found to be unlawful, invalid or unenforceable, that part shall be deemed to be deleted and the remaining terms and conditions shall not be affected and shall continue to apply in full.
28.0 Third party rights:
28.1 No rights shall arise under or in connection with these terms and conditions to any person who is not a party to them.
29.0 Miscellaneous:
29.1 It is not Company policy to subcontract work to other service providers or third parties except in extreme circumstances.
29.2 Safe Ride may change or amend any of these terms and conditions at any time by posting the changes online. The customer should review the terms and conditions regularly to ensure that they are aware of any such changes.
Note: All existing bookings will be at the rate applicable at the time of booking.
30.0 Alteration to these Terms & Conditions
30.1 Safe Ride may alter these terms and conditions from time to time and post the new version on its website, following which all Bookings will be governed by the new version. The Customer must check the terms and conditions on the website regularly. The terms governing the purchase of any Service will be the terms in place at the time of the booking concerned.