SOPHANDRE TRANSPORT LTD
TERMS AND CONDITIONS
1. Booking Confirmation and Journey Details
You will receive a Sophandre Transport Journey Acknowledgement by email for each journey you have paid for. It is your responsibility to check that all booking details are correct and to notify us immediately of any errors.
Once your journey has been assigned to a driver, you will receive a Journey Details email containing the relevant pick-up instructions and the driver's telephone number. Please ensure that you have access to these details when travelling. Sophandre Transport Ltd accepts no responsibility for any inconvenience or costs arising from a passenger failing to have or refer to their journey details.
2. Flights and Airport Transfers
Sophandre Transport Ltd does not accept responsibility for passengers missing flights due to traffic delays, accidents, vehicle breakdowns, severe weather conditions, road closures or any other unforeseen circumstances.
Passengers are strongly advised to arrange their journey so that they arrive at the airport at least two hours before their scheduled flight departure time. This allows sufficient time for potential delays during the journey and for airport check-in and security procedures.
Passengers may choose to arrive at the airport less than two hours before their scheduled departure time. However, Sophandre Transport Ltd accepts no responsibility for any missed flight resulting from insufficient time being allowed.
Passengers are advised to obtain adequate travel insurance before making a booking.
3. Flight Information and Delays
When providing flight information, please provide your arrival date and time in the UK, rather than your departure information.
If your flight is significantly delayed, please contact Sophandre Transport Ltd as soon as possible so that we can make the necessary arrangements.
4. Alternative Transport
Passengers who do not wait for their driver and instead arrange alternative transportation will not be entitled to a refund or reimbursement of any resulting costs.
5. Vehicle Capacity and Luggage
It is the passenger's responsibility to ensure that the number of passengers and amount of luggage are within the capacity of the vehicle booked.
Sophandre Transport Ltd accepts no responsibility if passenger numbers or luggage exceed the capacity of the vehicle selected. If you are unsure whether your vehicle is suitable for your requirements, please contact our customer services team immediately.
For passenger safety, taxi licensing regulations require luggage to be securely stored in the boot of the vehicle wherever applicable. Please take this requirement into consideration when selecting your vehicle.
6. Animals and Pets
Sophandre Transport Ltd reserves the right to refuse carriage of animals that were not declared and agreed at the time of booking.
All animals must be transported in a suitable, secure transport box or crate, unless otherwise agreed in advance.
Sophandre Transport Ltd accepts no responsibility for any costs incurred as a result of passengers failing to comply with these requirements.
7. Routes
The precise route taken for a journey is at the driver's discretion on the day of travel.
Passengers may request an alternative route, but any such request will be considered by the driver on a case-by-case basis and may be subject to additional charges.
8. Subcontractors
Sophandre Transport Ltd will use its own vehicles and drivers wherever possible. However, we reserve the right to use suitably appointed third-party transport providers where appropriate.
9. Vehicle Upgrades
If the vehicle originally selected is unavailable, Sophandre Transport Ltd reserves the right to provide a vehicle of an upgraded type at no additional cost to the passenger.
10. Festive and Special Period Surcharges
Bookings for services taking place during the following periods will be subject to an additional 50% surcharge on the published price:
- 18:00 on 24 December to 23:59 on 26 December
- 18:00 on 31 December to 23:59 on 1 January
Additional dates may also be subject to a surcharge. Where applicable, the surcharge will be communicated at the time of booking.
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POLICIES AND NOTICES
11. Pricing
Sophandre Transport Ltd calculates its prices based on a number of factors, including the distance of the journey, the time of travel and the number of passengers travelling.
We reserve the right to provide an upgraded vehicle if the vehicle originally selected is unavailable.
12. Waiting Time
Our standard complimentary waiting periods are:
- Airport pick-ups: 1 hour of complimentary waiting time
- Residential pick-ups: 15 minutes of complimentary waiting time
Once the applicable complimentary waiting period has expired, additional waiting time will be charged at £7.50 per 15 minutes.
13. Unsociable Hours Fee
Pick-ups or drop-offs taking place between 19:00 and 05:00 will incur an additional £15 unsociable hours fee.
14. Acceptance of Terms
Payment for a booking constitutes confirmation of the booking and acceptance of these Terms and Conditions.
By making payment, you confirm that you have read, understood and agreed to these Terms and Conditions.
15. Amendments to Bookings
We are happy to amend the date or time of your booking at no additional cost where the amendment is requested more than 24 hours before the scheduled booking time, provided that this is your first amendment.
Where an amendment is requested within 24 hours of the scheduled booking time, an amendment fee of £20 will apply.
Any subsequent amendment to the date or time, following the first amendment, will incur a £20 amendment fee per change.
All amendments must be requested directly through Sophandre Transport Ltd by email or telephone. You will receive written confirmation by email once the amendment has been made.
Amendments must not be arranged directly with the driver.
16. Re-Booking
All new bookings must be made through the Sophandre Transport Ltd office, either via our website, by telephone or by email.
Bookings made through the office ensure that the appropriate confirmation is issued and that the journey is properly recorded.
17. Cancellations and Refund Policy
Cancellation with 48 Hours or More Notice
Sophandre Transport Ltd will accept cancellations where at least 48 hours' notice is provided before the first scheduled pick-up date and time.
Where at least 48 hours' notice is provided, the booking will be cancelled and the passenger will be entitled to a refund of the amount paid, less a £7 or 10% administration/transaction charge, whichever is greater.
Cancellation with Less Than 48 Hours' Notice
Where a cancellation is made less than 48 hours before the first scheduled pick-up date and time, no refund will be provided.
No-Show
If a passenger fails to attend or show up for a pre-paid journey, no refund will be provided.
Cancellation Procedure
All cancellations must be made by email.
A cancellation will only be considered confirmed once Sophandre Transport Ltd has sent an email confirming that the cancellation has been received and processed.
If you do not receive an email confirmation from Sophandre Transport Ltd, your cancellation has not been confirmed.
In this situation, please contact our out-of-hours number on 07956 630556.
Any exceptional circumstances or refund requests outside the terms of this policy should be addressed directly with Sophandre Transport Ltd's customer services team.
18. Privacy
We use your personal information to provide the services you have requested, including processing and managing your booking.
We may also use your information for auditing, research and analysis purposes to operate, maintain and improve our technologies and services.
Where necessary to fulfil your booking or provide the requested transport service, we may share relevant information with selected third-party service providers.
19. Telephone Calls
Please note that some telephone calls may be recorded for quality assurance and training purposes.
20. Passenger Conduct
Sophandre Transport Ltd is committed to maintaining a safe, professional and respectful environment for its employees, drivers, contractors and passengers.
Harassment, threatening behaviour, abusive behaviour or other inappropriate conduct will not be tolerated.
Sophandre Transport Ltd reserves the right to refuse or withdraw transport services from any individual who breaches this policy, subject to applicable law.
21. Contacting Sophandre Transport Ltd
For booking amendments, cancellations or other enquiries, please contact the Sophandre Transport Ltd office by telephone or email.
For cancellations, passengers must ensure that they receive an email confirmation from Sophandre Transport Ltd.
If confirmation is not received, please contact our out-of-hours service on 07956 630556.