Terms & Conditions

With Arrival Taxi you can make a booking using our web booking platform, Mobile App or communication via email, WhatsApp, phone. You will receive a booking confirmation via email.
While making a booking, you have to make sure that you are providing the following booking data.

• 1. Passenger Details: Passenger name and valid phone number must be provided while making a booking.
• 2. Number of Passengers: Number of passengers must be selected accurately. If the numbers of passengers do not match with the details provided in the booking, Driver may refuse to complete the booking and Arrival Taxi will not be liable for any losses in such case and passenger will not be eligible for a refund.
• 3. Number of Luggage: Correct number of luggage must be selected while making a booking. Also, the right vehicle size must be selected from the list of vehicles while making the booking. If the passenger carries more luggage/begs than the vehicle capacity, will be unable to complete the journey. In such a case, the passenger will be liable to pay the full fare and Arrival Taxi will not be responsible for any losses. If you are not sure which vehicle you should book, please contact Arrival Taxi.
• 4. Booking Time: Customer must consider road traffic and other road conditions while making a booking. It's customer responsibility to book at the accurate time. Arrival Taxi will not be liable for missing flight or any loses due to delay.
• 5. Journey Details: Both pickup and drop off address need to be provided in the correct format during making a booking. Arrival Taxi online booking system provides journey price based on pick-up address, drop-off address and the number of passengers and luggage. Passenger will be liable to pay any extra cost required to complete the journey if this information is not correct.
• 6. Flight Details: Customer needs to provide correct flight details while making a booking for airport pick up. Without flight details, the driver will follow the booking time and the driver will not be able to wait/adjust pick up time in case of flight delay.
• 7. Additional Stops or Via: You need to provide any extra stops with the full address while making the booking. The driver may refuse to add any extra stop if it is not provided during the booking. Also, You will have to pay the difference if they would like to add any extra stop after making the booking.

Fares quoted are per vehicle - except in the case of shuttle transfers where per person rates are quoted. While paying for the booking, you agree to pay the fare at the time you make your booking. Once you have confirmed, the cancellation policy and amendment policy will be applicable for any refund or change of journey details. If paying by Card, if your card issuer for whatever reason refuses your card payment, Arrival Taxi will not be able to fulfil your booking. Arrival Taxi will provide you with a receipt for Payment by email to the email address you registered with the booking. If you are booking via a Travel Agent, they are acting as a sub-agent on behalf of the Supplier. You should then contact with the travel agent for any payment issue.

All our airport pickups come with a free "Meet & Greet" Service. The driver will meet you at the arrival. However, it is important to provide a working phone number to ensure a smooth airport pick up service. Flight Delay: Your driver will monitor the flight. Any delay up to 1 hour you do not need to update us. However, any delay over one 1 hour, you must contact us and reschedule the booking time. Any reschedule is subject to availability. Waiting time: For any pick up from airport free waiting is 60 minutes from flight landing time. After free waiting time, there will be a waiting charge £0.50 per minute and minimum waiting fee will be £5.

Flight Cancellation: In case of flight cancellation please update Arrival Taxi as soon as possible. In case of flight cancellation, you will eligible for a full refund if you inform us minimum 4 hours before journey time.

For any pick up other than airport or train station free waiting time is 10 minutes. The driver will not wait more than 10 minutes if there is no contact with passenger. However, the driver will wait up to 30 minutes if the passenger contacts and agrees to pay for the extra waiting charge £0.50 per minute.

For any change in booking (e.g. flights details, address, pickup time, number of passengers or suitcases) you need to contact Arrival Taxi minimum 24 hours before journey time. Any changes are subject to availability. Arrival Taxi can refuse to perform the booking if the customer makes any changes in less than 12 hours prior to journey time and service may not be available.

You will be eligible for a full refund for any cancellation request made a minimum 24 hours before the journey time. Any cancellation less than 24 hours will be charged full journey fare.

If the passenger does not get ready in mentioned time above it will be considered as passenger no show. In case of passenger no show, you will not be eligible for any refund.

If the driver fails to arrive latest 15 minutes after booking time for non airport or station pickup and 30 minutes after flight landing for Airport pickup, then you may not wish to wait. It will be considered as driver no show. In case of driver no show, you will be eligible for a full refund of the fare.

You have to mention on the booking if you require a child seat. However, child and baby seat rules and regulations are different in different countries. Child/ baby seats will be provided whenever possible if requested. There may be instances when such seats are unable to provide. In such cases, you will have the choice to continue the journey without a child/ baby seat or cancel the booking. In case of cancellation, you will be eligible for a full refund.

If you would like to travel with a pet, please contact our customer service team before making a booking. We will inform you if we have a pet friendly service available during booking time. The driver may refuse to serve with pet if you do not inform during booking time. Arrival Taxi will not be liable for any losses in such cases and you will not be eligible for any refund.

Any other special requests must be infomed while making booking and are subject to availability. Arrival Taxi will not be liable if it cannot fulfil any special request.

If You or Your party's conduct or behaviour is disruptive in any way and/or affects your safety or that of the driver of the vehicle, driver reserves full right to refuse to continue the journey. Arrival Taxi will not be liable for any losses in such cases and you will not be eligible for refund.

You are responsible for the cost of repair for any damage to, or necessary cleaning of, Vehicles and third party property resulting from your use of the Services in excess of normal “wear and tear” damages and reasonable cleaning and/or your breach of these Terms. You will be charged the full cost required for the cleaning or repairing the damage.

If you are eligible for refund, we will issue the refund as soonest possible time. However, it depends on our payment processing vendor and your bank for refund processing time.

Arrival Taxi is committed to complete 100% bookings booked via its platform. However, there are some limitations to the service in some geographical areas. In such cases, Arrival Taxi is entitled to refuse your booking if there is no availability of the service. In such cases, you will be informed a minimum 24 hours before the journey time.

Arrival Taxi is liable to you and the passengers as set out in our Terms and Conditions. Also, we are not liable to you for any loss you may suffer as a result of any events outside of our control and shall have no liability in respect of, any acts or omissions of the Driver or trip provider (as applicable) including, without limitation, any failure or delay to supply the services or otherwise affecting the Journey which is caused by the driver or transport supplier (as applicable).

This document is subject to England and Wales’s law and shall be interpreted accordingly. It has issued in English and other languages. In the event of any discrepancies between the English and any other versions, the English version shall prevail.

If you encounter a problem with your Service, please inform the Supplier, or contact us using the number and email given to you on your booking confirmation, and we will immediately endeavour to investigate the matter with the Supplier on your behalf and put things right. Failure to notify us or the Supplier concerned of your complaint at this stage will affect our ability to investigate the matter complained of, and your rights under the contract with the Supplier. Arrival Taxi shall be entitled to submit such claim to the determination of an independent third party selected by Arrival Taxi and you agree to be bound by the decision of such third party. Should you have a dispute with the service provider, Arrival Taxi is not liable for any claims, demands and damages (actual and consequential) of any kind and nature arising out of or in any way connected with such disputes.

Arrival Taxi will maintain the confidentiality of personal data collected as part of making a booking and will only share with the service provider to fulfil the journey. This data will not be shared with third parties without your consent. Arrival Taxi may amend this privacy policy, and will publish such changes via the Website.

"Arrival Taxi" is a Trading Name of Marble Cars Ltd, Registered in England & Wales (Company House Registration Number 10058849).