Terms & Conditions | Total Travel Solution

1. Agreement to Terms

By accessing, using, or interacting with the Total Travel Solution Group Ltd platform (hereinafter referred to as “the Company”), you hereby express your unequivocal agreement to be bound by these Terms and Conditions. Should you find yourself in disagreement with any portion of these terms, we strongly advise that you refrain from using our services.

By confirming any booking through our platform, the Customer acknowledges that they have thoroughly read, comprehended, and accepted all policies, terms, and Standard Operating Procedures outlined in this document.

2. Service Description

Total Travel Solution Group Ltd serves as the contractual principal for the purpose of facilitating the booking process, in strict compliance with UK Private Hire regulations. The Company acts as an intermediary that connects Customers with independent, locally licensed operators who provide transportation services.

All transport services are conducted by fully licensed and insured third-party taxi offices and experienced drivers, ensuring compliance with all regulatory standards.

3. Booking and Payment

3.1 Booking Process

All bookings must be conducted through the Company's official platform, which includes the website, mobile application, email communications, or telephone inquiries.
Each booking is assigned a unique, system-generated reference number, which serves as proof of the transaction and should be kept by the Customer for future reference.
Payment for the service is required in full and must be made upfront at the time of booking confirmation.
All prices are quoted in British Pounds Sterling (GBP £) and include Value Added Tax (VAT) where applicable.
The lowest compliant bid from qualified operators will be automatically accepted on behalf of the Customer, ensuring the best available rates.

3.2 Payment Terms

Payments are processed securely through the payment gateway known as Stripe, ensuring the protection of your financial information.
We accept all major credit and debit cards to facilitate ease of payment.
A payment confirmation will be promptly sent via email upon successful processing of your transaction.
Any additional charges arising from circumstances such as waiting time, booking amendments, or No-Shows will be payable immediately or added to the final invoice for the service.

4. Booking Cancellation Policy

4.1 Customer Cancellations

Customers wishing to cancel a confirmed booking must inform Total Travel Solution Group Ltd at least 24 hours prior to the scheduled job time to qualify for a refund of the booking fee.

4.2 Late Cancellations

Cancellations made within 24 hours of the scheduled booking time will incur a £10.00 administration fee; however, the Customer will still receive a full refund of the booking fee. If the Customer cancels within 12 hours of the scheduled start time, no refund will be issued.

4.3 Communication of Cancellations

All cancellations must be communicated formally through telephone, email, or other official company channels. Informal messages, including verbal agreements with drivers or SMS/WhatsApp messages, will not be accepted and may result in the booking being charged in full.

4.4 No-Notice Cancellations

For “no-notice” cancellations or cancellations made after a driver has already been dispatched, a 100% cancellation fee will apply, which includes any accrued waiting time and parking costs incurred.

4.5 Operator Cancellations

In the event that an operator cancels or is unable to fulfil the request for service, Total Travel Solution Group Ltd will make reasonable efforts to find an alternative operator or provide a full refund of the booking fee.

5. No-Show Policy

Important: A No-Show is defined as a situation where the passenger is not present at the designated pick-up point within 60 minutes for Airport bookings or 15 minutes for Non-Airport bookings and has not made contact with the Company. In such cases, Total Travel Solution Group Ltd will charge the Customer 100% of the booking cost, along with any accrued waiting or parking fees.

6. Waiting Time Policy

6.1 Airport Pickup – Flight Arrivals

Grace Period: A grace period of 60 minutes plus an additional 30 minutes free from the actual flight landing time is allowed, totalling 90 minutes.
Rate: Following the grace period, waiting time will be charged at a rate of £0.50 per minute (£30.00 per hour).
Car Parking: Airport parking fees are not included in the waiting time charges and will be billed to the customer at cost.

6.2 Non-Airport Pickup

Grace Period: A grace period of 15 minutes free from the scheduled booking time is allowed.
Rate: After the grace period, waiting time will be charged at £0.50 per minute (£30.00 per hour).

7. Vehicle Fleet & Baggage Allowance

Customers are responsible for ensuring that the correct vehicle type is booked based on passenger numbers and luggage requirements. Overloading of vehicles is strictly prohibited.

Saloon Car

Suitable for up to 3 passengers with 3 standard suitcases (23kg max).

Executive Car

Accommodates up to 3 passengers with 3 standard suitcases (23kg max).

Estate Car

Designed for up to 4 passengers with 4 standard suitcases (23kg max).

People Carrier

Fits up to 5 passengers with 5 standard suitcases (23kg max) or 6 passengers with hand luggage only.

Executive People Carrier

Accommodates up to 5 passengers with 5 standard suitcases (23kg max) or 6 passengers with hand luggage only.

8-Seater Minibus

Suitable for up to 8 passengers with 8 standard suitcases (23kg max).

8. Child Seats & Booster Seats

Child seats and booster seats are available upon request, subject to availability. Requests must be communicated at the time of booking. If a confirmed child seat or booster seat is unavailable on the day of travel, a refund for the child seat charge will be issued.

9. Journey Changes & Amendments

All changes to bookings must be authorised by the Total Travel Solution Group Ltd office. Any agreements made solely with drivers will not be considered valid. For unscheduled stops or diversions during a journey, please contact customer support for assistance.

10. Delays & Liability Disclaimer

Total Travel Solution Group Ltd shall not be held liable for delays caused by external factors such as traffic congestion, road closures, accidents, or extreme weather conditions. Therefore, journey times provided are estimates only and should not be construed as guaranteed.

Neither Total Travel Solution Group Ltd nor any operator is responsible for any loss or damage that may occur to goods during transport.

11. Driver & Operator Status

Total Travel Solution Group Ltd ensures that all partner operators are fully licensed and insured in accordance with UK Private Hire Regulations. The responsibility for the safe operation of the vehicle remains with the assigned driver.

12. Customer Responsibilities

Customers are required to provide a working mobile number with roaming capabilities enabled for airport arrivals. Failure to be contactable may result in the booking being treated as a No-Show and any applicable fees being charged.

13. Payments & Refunds

Refunds for any applicable cancellations or complaints will be processed within a period of 7 to 14 business days back to the original payment method used for the transaction.

14. Intellectual Property

All content, including but not limited to text, graphics, and logos, is the exclusive property of Total Travel Solution Group Ltd and is protected by UK copyright laws.

15. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.

16. Changes to Terms

The Company reserves the right to update these Terms and Conditions periodically. Customers will be notified of any changes by posting the revised terms on this page, along with an updated “Last Updated” date.