Terms & Conditions

These Terms and Conditions apply to all bookings and use of services provided by Durham City Cabs. By booking or using our services, you accept these terms. Please review them carefully and contact us if you have any questions.

Definitions

• Durham City Cabs: Refers to the service provider, a private hire company.
• Customer: Any individual, business, or entity using our services.
• Service: Refers to cab services provided by Durham City Cabs, including bookings via website and phone.

Bookings and Cancellations

• Booking: Bookings can be made through our website or by phone. It is advised to book early, especially during peak hours. Customers should allow enough time for the driver to arrive safely, considering factors such as traffic. 20% amount of total ride charges will be taken in advance as Booking Fee.
• Flexible Cancellation: Cancellations between 3 to 12 hours prior to pickup incur a 5% fee.
• Last-Minute Cancellation: Cancellations less than 3 hours prior to pickup incur a 20% fee.
• Changes and Modifications: Any change in pickup location, drop-off location, or additional stops should be communicated 3 hours prior to pickup. Contact directly at customer support 01913034234 for any change.

Payments and Pricing

• Payment Methods: Payments can be made by Cash, Visa, Mastercard, or other accepted methods. Account holders are billed on weekly bases, and all invoices must be paid at drop-off.
• Pricing and Surcharges: Prices include VAT and cover direct travel from pickup to drop-off. Additional stops or detours will cost customer extra fees, and holidays like Christmas and New Year may incur premium rates. Waiting times will also be charged after a grace period of 15 minutes for pickups.
• Refunds: Payments will be refunded fully if cancellations more than 12 hours prior to pickup. Amount’s refund may take 7 working days.

Service Expectations and Customer Conduct

• Conduct: Customers are expected to behave responsibly. Eating, Drinking Alcohol, Vape, and Smoking are not permitted in our vehicles, and the company reserves the right to refuse service to individuals who are intoxicated or exhibit disruptive behavior.
• Luggage and Belongings: Customers should ensure they book a vehicle with adequate space for passengers and luggage. Extra-large luggage, pets (except for assistance animals), or special equipment should be mentioned at the time of booking. The customer is solely responsible for personal belongings brought into the vehicle after drop-off.
• Waiting Time: A 15-minute grace period is allowed. After this period, additional waiting time is chargeable at £20 per 30 minutes.

Service Limitations and Liability

• Route and Timing: Drivers will select the most appropriate route from Google Map, Waze on the day of travel. Durham City Cabs is not responsible for delays due to weather, traffic, or other unforeseen circumstances. For essential appointments (flights, medical, etc.), customers should book well in advance.
• Vehicle Condition and Cleanliness: Customers are responsible for maintaining the cleanliness of the vehicle during their journey. A cleaning charge of £40 will be applied on spot in any messup.
• Limitations of Liability: Durham City Cabs will not be liable for missed appointments, flights, or events due to delays outside of our control. We are also not liable for loss or damage to personal belongings.

Airport and Train Station Pickups

• Advance Bookings: For airport pickups, customers should book before flight departure to ensure timely arrival. For a supplementary fee of £6 payable by customer at the airport, utilize the premium car park located directly in front of the airport’s departures and arrivals. Maximum stay permitted is 15 minutes.
• Meet and Greet Service: Includes parking in the standard short-stay car park. The driver will personally greet you at the arrivals hall and escort you to the vehicle, approximately a 5-minute walk.

Privacy and Data Protection

Your privacy is essential to us. All personal data provided to us is handled in accordance with our Privacy Policy, accessible on our website. We are compliant with data protection laws and use data only to fulfill our service requirements.

Amendments to Terms and Conditions

Durham City Cabs reserves the right to update these Terms and Conditions at any time. Continued use of our services after any changes implies acceptance of the revised terms. These Terms and Conditions are governed under the provision of Duham City Council, England and Wales.