1.1 These Terms and Conditions apply to all private hire services provided by William James Travel Limited, referred to in this document as “the Company”, “we”, “us” or “our”.

1.2 The person, business or organisation making the booking is referred to as “the Hirer”. The Hirer is responsible for the booking and for ensuring that passengers and any person acting on their behalf comply with these Terms and Conditions.

1.3 These terms apply whether arrangements are made by telephone, email, through our website or by any other agreed method.

1.4 By accepting a quotation, confirming a booking, supplying invoicing information or otherwise instructing us to proceed, the Hirer confirms acceptance of these Terms and Conditions

2.1 Quotations are prepared using the information supplied by the Hirer. This may include:

• the number of passengers;

• the required vehicle capacity;

• collection and destination points;

• requested departure and return times;

• comfort or refreshment stops;

• the anticipated route and mileage;

• luggage requirements;

• accessibility requirements; and

• any other special arrangements.

2.2 The Hirer must provide accurate and complete information. We may revise the price or proposed arrangements where the information originally supplied is incomplete, incorrect or subsequently changed.

2.3 Unless otherwise stated, quotations remain valid for 30 days from the date of issue. A quotation does not reserve a vehicle and remains subject to availability until the booking has been confirmed by us in writing.

2.4 Quotations are normally based on the provision of a vehicle and driver only. Additional costs, including parking, road tolls, airport charges, ferry or Eurotunnel costs, accommodation, meals, admission charges and similar expenses, will be identified separately where applicable.

2.5 A booking is not confirmed until we have issued written confirmation. Providing invoicing details or instructing us to proceed may be treated as acceptance of the quotation and these Terms and Conditions.

2.6 Any request to change a confirmed booking must be made in writing. Changes are subject to vehicle and driver availability and may result in an amended charge.

2.7 Unless a specific route has been agreed in writing, the route used will be selected by the Company, taking account of safety, legal restrictions, traffic conditions and operational requirements.

3.1 The booking price is based on the agreed itinerary, route, mileage and timings.

3.2 Where the journey operates for longer than agreed, travels additional mileage, includes an unplanned destination or requires additional driver or vehicle time, we may make a reasonable additional charge.

3.3 Any requested change must be agreed directly with the Company. The driver is not authorised to approve changes to the contract or agree a revised price on behalf of the Company.

3.4 During the journey, the driver will decide whether a requested alteration can be completed safely, legally and within the driver’s permitted working and driving hours.

3.5 Requests to amend an itinerary should be submitted at least three working days before the date of travel. We will confirm whether the change can be accommodated and advise of any additional cost.

3.6 The Hirer is responsible for costs arising from changes requested by the Hirer or passengers.

3.7 The Company may alter a route where this is reasonably necessary because of road closures, traffic disruption, vehicle restrictions, weather, safety concerns or other circumstances.

4.1 The Hirer must ensure that all passengers are ready to board at the agreed collection point and time.

4.2 The Company will not be responsible for passengers who miss the vehicle because they were not present at the agreed time or location.

4.3 Where passengers are not present and the Hirer has not contacted us, the driver will normally wait for up to 20 minutes, provided this does not affect legal driving limits or another booking.

4.4 Additional waiting time may be charged.

4.5 Where a delay would place the driver in breach of legal requirements or affect another commitment, the vehicle may need to depart without the absent passengers or the itinerary may need to be amended.

Item descriptio5.1 Unless agreed otherwise in writing, the Hirer is entitled to use the vehicle only for the journeys and times stated in the booking confirmation.

5.2 The Hirer must not assume that the vehicle will remain available between outward and return journeys.

5.3 Personal property, luggage, child seats or other items must not be left on the vehicle between journeys unless this has been agreed in advance.

5.4 A vehicle provided by the Company must not be sublet, loaned, licensed or made available to another party without our written consent.n

Item descript6.1 Drivers are subject to statutory limits on driving time, working time, breaks and rest periods.

6.2 The itinerary and agreed timings must be followed so far as reasonably possible to enable the driver to comply with these requirements.

6.3 The Hirer must not ask or encourage a driver to:

• exceed permitted driving or working hours;

• reduce or avoid a required break;

• shorten a required rest period; or

• carry out any journey that would be unlawful or unsafe.

6.4 Where delays or requested changes mean that the original itinerary can no longer be completed legally, the driver and Company may amend, shorten, delay or discontinue the journey.

6.5 Any additional costs resulting from delays caused by the Hirer or passengers will be payable by the Hirer.

6.6 The Company will not knowingly operate a journey in breach of drivers’ hours or other legal requirements.ion

7.1 The permitted seating capacity will be confirmed as part of the booking.

7.2 The Hirer must ensure that the number of passengers does not exceed the legal seating capacity of the vehicle.

7.3 Only the number of seats confirmed for the booking may be used unless an increased passenger number has been agreed in advance.

7.4 Where we provide a larger vehicle than originally quoted, no additional charge will normally apply unless the extra seats are used or the booking requirements have changed.

8.1 Passengers must follow all reasonable safety instructions given by the driver.

8.2 Seat belts must be worn whenever they are fitted and the vehicle is moving.

8.3 Passengers should remain seated while the vehicle is in motion, except when using an onboard toilet or servery facility where one is provided.

8.4 Any passenger who moves around the vehicle while it is in motion does so at their own risk. Passengers with reduced mobility are strongly advised to remain seated.

8.5 Passengers must not distract the driver or behave in a manner that could affect the safe operation of the vehicle.

8.6 Smoking and vaping are prohibited on all Company vehicles.

8.7 Illegal drugs must not be carried, supplied or consumed on any vehicle.

8.8 Audio equipment, musical instruments and other sound-producing devices may only be used with the driver’s permission.

8.9 The driver may refuse to carry, or may require the removal of, any person whose behaviour:

• threatens the safety of the vehicle or its occupants;

• is abusive, threatening, discriminatory or disruptive;

• causes unreasonable discomfort to others;

• involves damage to Company property;

• breaches applicable passenger conduct requirements; or

• is otherwise considered unacceptable by the driver.

8.10 No refund will be due where a passenger is refused travel or removed because of their behaviour.

8.11 The Hirer is responsible for the behaviour of all passengers included in the booking.

9.1 The Hirer is responsible for ensuring that suitable adult supervision is provided throughout the journey.

9.2 Schools, colleges, youth organisations and other groups must comply with the staffing, supervision and adult-to-child ratios applicable to their activities.

9.3 Supervising adults should be seated throughout the vehicle rather than grouped together in one location.

9.4 Where practicable, a supervising adult should sit near an emergency exit to assist in an emergency and prevent interference with the exit.

9.5 Supervising adults are expected to set an appropriate example by wearing seat belts and following the driver’s instructions.

9.6 The Hirer remains responsible for accounting for all passengers at collection points, stops and destinations.

10.1 The Company does not routinely provide child car seats.

10.2 Where the Hirer wishes a child to use a child seat, the Hirer is responsible for:

• supplying a suitable seat;

• ensuring it is compatible with the vehicle;

• fitting and removing it correctly; and

• arranging its storage between journeys.

10.3 Child seats must be removed from the vehicle when the vehicle is not remaining with the group, unless otherwise agreed.

10.4 Where seat belts are fitted, passengers should use them throughout the journey.

10.5 The Hirer is responsible for ensuring that children travel in accordance with the legal requirements applicable to the vehicle and journey.

11.1 Alcohol must not be carried or consumed without the Company’s prior written approval.

11.2 Alcohol is not permitted where its carriage or consumption would be prohibited by law, including on certain journeys to and from designated sporting events.

11.3 The Hirer is responsible for ensuring passengers comply with any restrictions relating to alcohol.

11.4 The Hirer will be responsible for any fines, expenses or losses incurred by the Company because of a passenger’s breach of these requirements.

11.5 Food and drink may only be consumed with the prior agreement of the Company or the permission of the driver.

11.6 Where food and drink are permitted, passengers must avoid causing damage, staining or unreasonable mess.

12.1 Additional legal and operational restrictions may apply to journeys involving designated sporting events.

12.2 These restrictions may affect:

• the carriage or consumption of alcohol;

• permitted stopping locations;

• visits to licensed premises;

• parking arrangements; and

• routes to or from the venue.

12.3 The Hirer must comply with instructions provided by the Company, police, venue management or other responsible authorities.

12.4 The Company may change or refuse a proposed stopping arrangement where it would breach an applicable restriction.

13.1 Vehicle luggage capacity is limited by space, axle weights and safety requirements.

13.2 The Hirer must tell us before confirming the booking about:

• unusually large luggage;

• mobility equipment;

• sports equipment;

• musical instruments;

• pushchairs;

• high-value items; or

• any other item requiring special storage.

13.3 The driver will have final authority over whether an item can be carried and where it may be stored.

13.4 Gangways, emergency exits and access points must remain clear.

13.5 The Company will take reasonable care of property carried on the vehicle but cannot accept responsibility for items left unattended or unsecured.

13.6 Passengers are responsible for checking that they have removed all belongings when leaving the vehicle.

13.7 The Hirer and passengers should arrange appropriate insurance for valuable or fragile items.

13.8 Items must not be left on the vehicle for later collection unless agreed in writing. Even where agreement is given, the Company cannot guarantee the security or continued availability of the item.

13.9 We will not be responsible for property lost or stolen following unauthorised access to a vehicle.

14.1 Items found on a vehicle will be dealt with in accordance with the Company’s lost property arrangements and any applicable legal requirements.

14.2 We may open a bag, package or container where reasonably necessary to identify the owner or establish whether the contents present a risk.

14.3 Perishable food, soiled items and anything considered unhygienic, hazardous or unsafe may be disposed of immediately or within 24 hours.

14.4 Lower-value items will normally be retained for up to one month.

14.5 Higher-value items will normally be retained for up to three months.

14.6 A person claiming an item must provide enough information to satisfy the Company that they are the owner. This may include:

• a full description of the item;

• details of its contents;

• the date and journey on which it was lost; and

• evidence of ownership where appropriate.

14.7 Identified property must normally be collected from the Company’s premises during agreed opening hours.

14.8 Where collection in person is not possible, the owner may arrange and pay for an appropriate courier service.

14.9 The Company may charge a reasonable administration and packaging fee.

14.10 Once an owner has been informed that an item is available, it must be collected within seven calendar days unless another arrangement is agreed. The item may be disposed of after that period.

14.11 The Company will not be responsible for the cost of returning lost property.

15.1 The Hirer must tell us at the enquiry stage about any accessibility requirements so that we can assess the suitability and availability of an appropriate vehicle.

15.2 This includes requirements relating to:

• wheelchairs;

• mobility aids;

• passenger lifts or ramps;

• additional boarding time;

• luggage or equipment; and

• passenger assistance.

15.3 Recognised assistance dogs may travel on Company vehicles. The Company should be informed before the journey wherever possible.

15.4 Other animals may only be carried with the Company’s prior written agreement.

16.1 Posters, notices, banners, decorations or similar items must not be fixed to or displayed on a vehicle without prior written permission.

16.2 Any approved item must be positioned safely and must not:

• obstruct the driver’s view;

• cover windows, lights or registration plates;

• interfere with emergency equipment;

• damage the vehicle; or

• breach any legal requirement.

17.1 The Hirer is responsible for damage or excessive soiling caused by passengers.

17.2 A minimum cleaning or damage charge of £100 may be applied.

17.3 Where the actual cost of cleaning or repair is greater, the Company may recover the full reasonable cost.

17.4 Where damage or contamination prevents the vehicle from being used, the Company may also charge for loss of use. This may be calculated at a minimum of £500 for each day or part of a day that the vehicle is unavailable.

17.5 Charges may include:

• specialist cleaning;

• repairs;

• replacement parts;

• disposal of contaminated materials;

• replenishment of spill kits;

• vehicle recovery;

• inspection costs; and

• loss of operating time.

17.6 Evidence of the damage or soiling may be retained, including photographs, CCTV footage, cleaning invoices and repair estimates.

18.1 We will take reasonable steps to provide a vehicle suitable for the confirmed booking.

18.2 The Company may provide a larger vehicle at no additional cost.

18.3 Where necessary, we may substitute the allocated vehicle with another suitable vehicle.

18.4 A substitute vehicle may be supplied by an appropriately licensed third-party operator acting on our behalf.

18.5 Any replacement will, so far as reasonably practicable, offer a suitable standard and capacity for the confirmed requirements.

18.6 Vehicle features, appearance, layout, colour and ancillary facilities may vary unless a particular requirement has been expressly guaranteed in writing.

18.7 The Hirer must identify any height, width, length, weight, access or turning restrictions that may affect the vehicle.

18.8 We will not be responsible where access is prevented because restrictions were not disclosed.

19.1 Journey time estimates are provided in good faith but cannot be guaranteed.

19.2 The Company will not be responsible for delays caused by circumstances outside its reasonable control, including:

• traffic congestion;

• collisions or road closures;

• severe weather;

• security incidents;

• passenger illness;

• police or emergency service activity;

• border or customs delays;

• ferry, port or airport disruption; or

• unexpected vehicle breakdown.

19.3 Where a breakdown occurs, we will take reasonable steps to restore the service or arrange alternative transport.

19.4 The Company will not be liable for indirect or consequential losses resulting from a delay, including missed flights, connections, appointments, admissions or events, except where liability cannot legally be excluded.

19.5 Hirers should allow a reasonable contingency when planning time-critical journeys.

20.1 Cancellations must be made in writing.

20.2 For cancellations made on the day before travel or on the day of travel, the Hirer should contact us by telephone as soon as possible and then confirm the cancellation in writing.

20.3 Charges paid or incurred for third-party arrangements are non-refundable where the supplier does not provide a refund. These may include:

• ferry and Eurotunnel bookings;

• parking reservations;

• airport charges;

• road tolls;

• permits;

• driver accommodation; and

• admission or reservation costs.

20.4 Unless different terms have been agreed in writing, the following cancellation charges will apply:

Notice received before departure - Cancellation charge

• 14 days or more - No fee

• 9–13 days - 10% of the total hire price

• 7–8 days - 15% of the total hire price

• 3–6 days - 25% of the total hire price

• 1–2 days - 50% of the total hire price

• On the day, before the vehicle arrives - 85% of the total hire price

• At or after the vehicle arrives - 100% of the total hire price

20.5 A change to the date, vehicle requirement or principal journey details may be treated as a cancellation and new booking where the original arrangements cannot reasonably be amended.

21.1 The Company may cancel or suspend a booking where it cannot reasonably or lawfully provide the service.

21.2 This may include circumstances involving:

• severe weather;

• unsafe road conditions;

• civil emergencies;

• industrial action;

• fire, flood or natural disaster;

• legal or regulatory restrictions;

• security threats;

• vehicle or driver unavailability caused by an unforeseen emergency;

• non-payment;

• misleading or incomplete booking information; or

• a serious breach of these Terms and Conditions.

21.3 Where we cancel because of circumstances outside the Hirer’s control, any payment made for the affected service will normally be refunded.

21.4 The refund will be limited to the amount paid to the Company for the cancelled service, except where the law requires otherwise.

21.5 We will not be responsible for additional accommodation, travel, admission, ticketing or other consequential costs.

21.6 No refund will be payable where cancellation results from the Hirer’s serious breach, non-payment, unlawful instructions or unacceptable passenger conduct.

22.1 A quotation is valid for the period stated but remains subject to availability until confirmed by us.

22.2 After a booking has been confirmed, the Company may pass on material increases in costs that could not reasonably have been anticipated when the quotation was prepared.

22.3 These may include changes to:

• fuel prices;

• government taxes or levies;

• road tolls;

• port or airport charges;

• international travel charges; and

• fees imposed by third-party suppliers.

22.4 No surcharge will normally be imposed within 30 days of departure unless the additional cost arises directly from a change requested by the Hirer or from a new mandatory charge.

22.5 Where a surcharge is applied, the Hirer will be informed in writing.

23.1 Unless alternative credit terms have been agreed in writing, the full hire charge must be paid no later than seven days before the journey.

23.2 Where a booking is made within seven days of travel, payment must be made within the timeframe specified by the Company.

23.3 The Hirer must contact the Company if an expected invoice has not been received.

23.4 Questions about an invoice must be raised within seven days of the invoice date.

23.5 Raising an invoice query does not entitle the Hirer to withhold payment of any amount that is not genuinely disputed.

23.6 Payments must be made directly to the Company using an approved payment method. Payments must not be given to the driver unless the Company has expressly authorised this in writing.

23.7 The Company may cancel a booking where payment has not been received by the required date.

23.8 Overdue commercial accounts may be subject to statutory interest, compensation and reasonable debt recovery costs.

23.9 Where statutory late payment provisions do not apply, the Company may charge interest at the rate stated on the invoice or booking confirmation.

23.10 The Company may take legal action to recover unpaid sums and may seek reimbursement of recoverable court fees and debt recovery costs.

23.11 Passenger transport services will be treated for VAT purposes in accordance with the applicable tax rules.

24.1 Where appropriate, the Hirer may be provided with a contact number for the driver for use during the booked journey.

24.2 The number must only be used for genuine operational communication or emergencies connected with the hire.

24.3 The number must not be distributed to passengers or other parties unless necessary for the management of the booking.

24.4 During office hours, the Hirer should contact the Company’s office rather than the driver wherever practicable.

24.5 Driver contact details must be deleted once the booking has been completed.

25.1 Company vehicles may be fitted with CCTV, audio systems, telematics or other monitoring equipment.

25.2 Information obtained from these systems may be used for:

• passenger and driver safety;

• incident investigation;

• complaint handling;

• insurance purposes;

• the prevention or detection of crime;

• the investigation of damage; and

• legal or regulatory compliance.

25.3 Relevant information may be shared with the police, insurers, legal advisers, regulatory authorities or other authorised parties where lawful and appropriate.

25.4 Personal data will be managed in accordance with the Company’s Privacy Notice and data protection arrangements.

26.1 Where possible, concerns should be raised promptly during the journey so that the driver or Company has an opportunity to resolve the matter.

26.2 Where the issue is not resolved, a complaint should be submitted in writing within 14 days of the journey.

26.3 The complaint should include:

• the booking reference;

• the date of travel;

• the journey details;

• a clear explanation of the concern;

• the names of any relevant persons; and

• any supporting evidence.

26.4 We aim to acknowledge complaints within three working days.

26.5 We aim to provide a full response within a further ten working days. Where additional investigation is required, we will explain the reason and provide an update.

26.6 Complaints should be sent to:

William James Travel Limited
Farmington Road Depot, Farmington Road, Northleach Cheltenham GL54 3FR

Email: info@williamjamestravel.co.uk

27.1 Nothing in these terms excludes or restricts liability where it would be unlawful to do so.

27.2 Subject to that provision, the Company will not be responsible for loss arising from:

• information supplied incorrectly by the Hirer;

• a passenger failing to arrive on time;

• property left unattended;

• failure to follow safety instructions;

• circumstances outside the Company’s reasonable control;

• an event, appointment or connection being missed because insufficient contingency time was allowed; or

• conduct by the Hirer or passengers.

27.3 The Hirer is responsible for making suitable arrangements for travel insurance and for protecting against losses connected with cancellations, delays, missed connections and personal property.

28.1 The Company will not be in breach of contract where performance is prevented or materially affected by an event outside its reasonable control.

28.2 Such events may include extreme weather, flood, fire, epidemic, pandemic, road closure, civil disturbance, terrorism, war, industrial action, government restrictions, failure of infrastructure or disruption to transport networks.

28.3 We will take reasonable steps to minimise disruption and will keep the Hirer informed where practicable.

29.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

29.2 A failure or delay by the Company in enforcing a term does not mean that the Company has waived its right to enforce it later.

29.3 No variation to these Terms and Conditions will be valid unless agreed by the Company in writing.

29.4 The booking agreement is between the Company and the Hirer. No other person may enforce its terms unless the law provides otherwise.

29.5 These Terms and Conditions are governed by the law of England and Wales.

29.6 The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights concerning where proceedings may be brought.

William James Travel Limited

Registered office:
60 Roman Way, Bourton-on-the-Water Cheltenham GL54 2EW

Operating address:
Farmington Road Depot, Farmington Road, Northleach Cheltenham GL54 3FR

Company registration number:
17344268

Email:
info@williamjamestravel.co.uk

Telephone:
01451

Website:
www.williamjamestravel.co.uk

Last reviewed:July 2026