Contractual Terms and Conditions MEDO Transfers

You must be at least 18 years of age and possess the legal capacity to enter into binding contracts.

In order to schedule a fare, please provide the passenger’s complete name, contact phone number and email
address. Failure to provide these details will prevent MEDO Transfers from offering further assistance.

By providing your email address and phone number, you grant MEDO Transfers permission to contact you. Your
contact details will not be shared with third parties.

Reservations need to be arranged ahead of time and payment is necessary when making the reservation.
Approved payment methods encompass credit cards and bank transfers.

Our Fleet of Business vehicles are up to 5 years old. Company policy may extend the vehicle age beyond 5 years
under specific conditions.

Sub-contracted vehicles may be offered, and the company retains the right to substitute vehicles when deemed
necessary. All vehicles used are properly licensed and insured to cover passenger and third-party claims.
Some of our vehicles are equipped with dashcams that solely capture video footage. If you wish to avoid being
recorded, please notify us in advance.

Modifications made after the booking is confirmed may lead to additional charges.

Any additional charges will be applied either immediately or within 24 hours following the completion of the
trip. These charges will be automatically billed to the original payment card used for the booking. If automatic
charging is not feasible, you will receive a notification via email with a payment link. Invoices must be settled
within 5 working days. Late payments will incur interest charges of 5% per calendar day.

Payment details are not retained within the company's systems; instead, they are securely referenced with
payment service providers. The current providers include Stripe Payments UK Limited, Klarna and PayPal.

You have various flexible cancellation options, including getting in touch with customer service or sending an
email.

Refunds client's account within 10 business days.

Any fees paid with a credit/debit card are non-refundable.

Cancellation requests made with more than 48 hours in advance will be refunded in full.

50% cancellation fee for all requests made within 24-48 hours before pickup time.

100% cancellation fee for all requests made within less than 24 hours before pickup time.

If a customer does not appear within 60 minutes for airport pickups or 15 minutes for address pickups from the
scheduled pickup time without notifying about delays, it will be categorized as a "No Show." In such cases, all
fees are non-refundable. We offer 60 minutes of free waiting time for airport and port pickups and 15 minutes
for regular pickups.

Exceeding the luggage capacity of the vehicle will lead to trip cancellation and incurring full charges.

Rescheduling is only possible if notice is given with more than 24 hours in advance of the scheduled fare. Please
note that the pick-up location and the drop-off location cannot be changed, only the date and time.

Rescheduling from a non ‘Free Cancellation’ period to a ‘Free Cancellation’ period and then cancelling will
result in fees based on the initial booking.

You can only reschedule your journey once.

Modifications requested within 60 minutes of the scheduled time that go beyond the 15-minute grace period
will result in additional charges. If there is a delay of over 2 hours, it will be treated as a 'No Show' or
cancellation, requiring a new reservation – full charge applies. However, you can choose to proceed with the
same booking by paying for the additional waiting time - £15 per every 15 minutes.

Only guide and hearing dogs are permitted without prior written agreement. Additional charges may be
applicable for other animals.

Vehicles operated by MEDO Transfers, as well as subcontracted vehicles, are comprehensively insured to cover
passenger and third-party claims. Nevertheless, it's important to note that customer properties are transported
at their own risk.

The Highway Code mandates the use of seat belts. Failure to comply with this requirement releases MEDO
Transfers from liability in the event of accidents.

Passengers bear the responsibility of ensuring that their belongings are loaded and unloaded. Medo Transfers
cannot be held liable for any loss or damage to items that are not loaded or unloaded by the passenger.
MEDO Transfers adheres to child restraint laws for passengers up to 135 cm in height or 12 years of age.

Failure to comply with these regulations may result in service refusal and potential booking cancellation fees.

The parent or the responsible passenger is ultimately accountable for ensuring the child's safety at all times.

If you believe you've left an item in one of our vehicles, please reach out to MEDO Transfers. We will make
every effort to return lost property, but it's important to note that MEDO Transfers cannot be held responsible
for any loss or the subsequent distress it may cause. To facilitate the retrieval process, it's essential to provide
as much detail as possible about the lost item, including a description, its location within the vehicle, and the
date and time of the journey.

Liability is limited to the coverage provided by the driver's or subcontractor's insurer, as well as the fleet
insurer. MEDO Transfers cannot be held responsible for injuries or damages resulting from a passenger's
failure to comply with safety guidelines.

Customers will be billed for damages they cause. Legal action may be pursued for refusal to pay.
Clients are accountable for damage/soiling during rental. Fees might be charged for repairs/valeting downtime.
The driver retains the right to decline to drive if the passenger engages in disruptive, dangerous, or illegal
behaviour.

The driver has the authority to remove or prevent the boarding of passengers whom they believe to be
potentially harmful or in violation of regulations.

Customers are accountable for any penalties incurred as a result of their actions or their failure to secure prior
approvals. This encompasses penalties associated with special parking arrangements, building management
requirements, and similar situations. Any such penalties will be billed to the customer.

The weight allowance is contingent on the vehicle type booked. Excessive luggage may result in trip
cancellation and additional fees.

A full fare cancellation fee will be imposed if a customer exceeds the permitted luggage limit outlined in the
company's standard luggage policy.

The company is not accountable for delays that are beyond its control. Customers are required to allocate
enough time for the completion of the service.

MEDO Transfers isn’t liable for missed flights or missed Ship departures.

We will not be held liable or responsible for any failure to fulfill or delay in fulfilling our obligations under a
Contract when it is caused by an Event beyond our control. An Event beyond Our Control is defined as any act
or event that is beyond our reasonable control, including but not limited to war, invasion, hostilities (whether or
not declared as war), civil war, revolution, rebellion, severe weather conditions such as storms, floods, snow,
earthquakes, subsidence, epidemics, or other natural disasters, as well as the failure of public or private
telecommunications networks. This also encompasses events such as traffic delays, tire punctures, road traffic
accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts.

Smoking prohibited in all MEDO Transfers’ vehicles by law. £250 tax-inclusive for violation of non-smoking
policy.

Our drivers can refuse service to passengers under the influence of alcohol.

We do not permit the use of alcohol or any other substances of the sort on board of our vehicles.
Communication will be made via the email supplied to MEDO Transfers, with the promise of no third-party
sharing.

If a driver experiences a delay, the company will promptly inform the customer, offer alternative solutions, or
provide a refund within 10 working days.

The company reserves the right to supply an alternative vehicle and/or driver if deemed necessary.

The Company can end the service at any time for any reason.

There is a complimentary waiting period of 60 minutes for collections at UK port / airports.

Other journeys have 15 minutes of complimentary waiting.

Following the initial free waiting period, charges are assessed in 15-minute increments. These charges will be
applied to the card provided at the time of booking, if the customers agrees to the driver waiting beyond the
included waiting times. The operator shall confirm this in writing on an ad-hoc basis and if such communication
isn’t possible from the passenger’s side for any reason – ie: they do not respond to emails or text messages
promptly after the grace period has expired – the driver has the right to cancel the fare and full charges will be
incurred.

The charges are calculated in 15-minute increments. So, if the waiting time is 15 minutes or less, the cost will
be for one increment. For instance, 15 minutes will be billed as one increment, 30 minutes as two increments,
and so on.

We will make efforts to offer alternative solutions in the event of punctures or breakdowns, but we cannot
guarantee punctuality in such situations.
 
Complaints Procedure
1. Purpose:
We value our clients and are committed to providing exceptional service. This procedure outlines how complaints will be handled to ensure swift and fair resolution.

2. How to Submit a Complaint:
Clients may submit complaints via Email: bookings@medotransfers.co.uk

3. Required Information:
When submitting a complaint, please provide:

• Full name and contact details

• Date and time of the service

• Vehicle registration or chauffeur’s name (if known)

• Detailed description of the issue
   

4. Acknowledgment:
We will acknowledge receipt of your complaint within 48 hours, confirming that it is under review.

5. Resolution Process:

• Your complaint will be thoroughly investigated by our customer service team.

• We may contact you for additional details or clarification.

• A written response, including the outcome and any remedial action, will be provided within 14 business days.
   

6. Confidentiality:
All complaints will be handled in strict confidence and in accordance with data protection regulations.

7. Continuous Improvement:
We use feedback from complaints to improve our services and enhance client satisfaction.
Contact Us:
For further assistance, please call email bookings@medotransfers.co.uk
 

Lost Property Procedure

1. Purpose:
We are committed to assisting clients in recovering any items left behind in our vehicles. This procedure outlines the steps to report and retrieve lost property.

2. Reporting Lost Items:
If you believe you have left an item in one of our vehicles, please contact us as soon as possible via Email: bookings@medotransfers.co.uk

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3. Required Information:
To help us locate your item, please provide the following details:

• Full name and contact information

• Date, time, and route of the journey

• Vehicle registration or chauffeur’s name (if known)

• Description of the lost item
   

4. Investigation Process:
Once we receive your report:

• Our team will contact the chauffeur and check the vehicle.

• If the item is found, we will notify you promptly and arrange for its return.
   

5. Returning Lost Property:​

• a fee may apply, depending on the location supplied for item return.
   

6. Unclaimed Items:

• Lost property will be securely stored for a maximum of 30 days.

• After this period, unclaimed items may be donated to charity or disposed of, in line with company policy.
   

7. Disclaimer:
While we strive to assist, we are not liable for items left in our vehicles. Clients are encouraged to check their belongings before leaving the vehicle.


We maintain a zero-tolerance policy against harassment, discrimination, and rudeness, whether it is expressed
verbally or in writing towards our employees and contractors. In the event of such behaviour, we reserve the
complete right to immediately cease providing our goods and services to the consumers. Please note that any
money paid for goods and services in such cases will not be eligible for a refund.

The Company reserves the right to make modifications to the terms and conditions at any time.

All bookings are subject to availability.

Kindly note that direct bookings with our chauffeurs/drivers are considered illegal. We maintain a close
collaboration with local authorities and law enforcement, and any instances of fraudulent activities will be
expeditiously reported. In strict adherence to UK laws, all individuals implicated in such allegations will be
subject to prosecution.


CONSUMER RIGHTS

Citizens Advice Bureau can provide information on consumer rights related to services not performed with professionalism and a duty of care. You can access their information and services at www.citizenadvice.org.uk


Our Chauffeurs are not authorised to accept bookings. 
We kindly ask clients to make reservations exclusively through our website's Contact Form, through the email address bookings@medotransfers.co.uk or by calling us at +44 (0) 203 026 3090.

MEDO Transfers only accept payments directly. Our Chauffeurs never collect fares. MEDO Transfers reserves the right to cancel any booking with a passenger and all bookings are subject to availability.


DATA PROTECTION AND PRIVACY
Data protection and privacy laws aim to protect individuals’ personal information from unauthorized access, use, disclosure, and destruction. The General Data Protection Regulation (GDPR) is a key piece of EU legislation that governs data protection and privacy. It applies to all organizations operating within the European Union (EU) and sets out the rights of individuals with regard to their personal data, as well as the obligations of organizations when processing personal data. In the UK, the GDPR is implemented through the Data Protection Act 2018. If you have concerns about data protection and privacy, you can contact the Information Commissioner’s Office (ICO) in the UK, which is responsible for enforcing data protection and privacy laws.
 
All customer data is stored securely and is only used for the purpose of providing the customer with the best possible service. MEDO Transfers will never share customer data with any third parties without the customer’s prior consent.
 
MEDO Transfers uses the services of third party payment processors. MEDO Transfers is not responsible or liable for any errors by these payment processors who hold PCI-DSS certification.
 
MEDO Transfers will never share any customer data with any third parties, unless required to do so by law.



Applicable Law:
The statement “The Terms and Conditions and any related contract are performed, regulated and interpreted exclusively in accordance with UK law” means that the legal agreement between the parties, including any terms and conditions, will be governed by the laws of the United Kingdom. This means that any disputes or legal issues arising from the agreement will be resolved according to UK law.
This statement is commonly included in contracts to specify the governing law and jurisdiction, which helps to ensure that the parties understand the legal framework within which the agreement will operate. By specifying that UK law will apply, the parties can have confidence that their rights and obligations will be clearly defined and protected under the jurisdiction of UK courts.

It’s important to note that the choice of governing law can have significant implications for the parties, as different countries may have different laws and regulations regarding contracts, dispute resolution, and other legal matters.
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Terms and Conditions Updated on the 01.01.2025 and valid until next iteration.