Terms Of Service

1. Price for the Journey: Prices are fixed based on the shortest route. Any deviation requested by the passenger will change the fare (£2 per extra mile).

2. Luggage: 1 medium suitcase (max 158cm/62in, 23kg/50lb) + 1 hand luggage (approx. 56x45x25cm/22x17.5x9.85in) per person. Any other luggage is passenger's responsibility.

3. Driver Right: Drivers may refuse service if the passenger is deemed a threat to themselves or the vehicle.

4. Change of Plans: Passengers must inform the office of flight cancellations, delays, or reschedules. Any change in pickup/drop-off locations may change the fare.

5. Cancellations:

• 12–6 hours before pickup: 50% of journey price charged.
• 6 hours to pickup: 97% of journey price charged.
• No refund if passenger is uncontactable or driver is dispatched.

5.1 Change in Pickup Time: Must be made over the phone if under 12 hours before scheduled pickup. No refunds apply if rejected.

6. Communication: Keep your phone on for pickup notifications. You may still be charged if unreachable.

7. Locate the Driver: Drivers coordinate with passengers to meet at airport pickup/drop-off zones.

8. Fouling: Charges apply for vehicle fouling (£30 minimum depending on severity).

9. Requested Vehicle: Requested vehicles may be substituted based on availability.

10. Flight Delays: We accommodate up to 1 hour of flight delay. Beyond that, bookings may be canceled and refunded.

11. Waiting Time: 30 minutes free waiting after scheduled pickup. £10 per 30 minutes afterward.

12. Child Seat: Free child seat available if requested, subject to availability.

Refund Policy — The RB Airport Transfer

At The RB Airport Transfer, we specialize in providing pre-booked taxi services, ensuring each journey is carefully assigned to a driver in advance. Unlike automated systems or customer-handled bookings, our operations are managed by trained controllers and dedicated customer support staff. This allows us to deliver a tailored travel experience, catering to individual passenger needs such as assistance with luggage, traveling with children, elderly or disabled passengers, and requests for child seats. Our experienced team is committed to ensuring every journey runs smoothly and comfortably.

However, short-notice cancellations can create challenges, particularly for drivers who may already be en route or have incurred costs such as fuel and parking. In such cases, we will always strive to assist you as best we can.

• No refund will be issued if the driver has already been dispatched or is en route to the pick-up location.
• No refund will be given if the passenger is unreachable at the scheduled pick-up time.
• No refund will be made if the passenger does not show up for a pre-paid booking.
• No refund will be issued for cancellations made less than 3 hours before the scheduled pick-up time.
• 30% refund will be offered for cancellations made between 3 and 6 hours before pick-up.
• 50% refund will be granted for cancellations made between 6 and 12 hours before pick-up.
• Full refund will be issued for cancellations made more than 12 hours in advance.

In any case where a refund is approved, it will be processed back to the original payment method (credit or debit card). Please note that a minimum bank processing fee of £5 will apply to all refundable bookings. This fee may vary depending on the total booking amount.

Refunds typically take 3–5 working days from the date they are processed by our team, depending on your bank’s processing times.

Contact Us

Email: info@theroyalbritainairporttransfer.com
Phone: +44 20 8942 2229
Address: 450 Bath Road, Heathrow Longford, West Drayton UB7 0EB