1. Introduction
These Terms & Conditions govern your use of the Driven.travel website and booking platform. Driven.travel operates as a booking and allocation platform connecting customers with licensed private hire and chauffeur operators. By submitting an enquiry or making a booking via Driven.travel, you agree to these Terms.
2. Role of Driven.travel
Driven.travel acts solely as a booking and coordination platform and agent for licensed private hire and chauffeur operators ('Operator'). Driven.travel does not operate vehicles, does not employ drivers, and does not provide transport services directly. The transport service is supplied by the licensed Operator identified in your quote and booking confirmation. Your contract for the transport service is directly with the Operator, not with Driven.travel.
3. Booking Process
Customers must provide complete and accurate journey information, including the flight or vessel details for every passenger or passenger group arriving separately. The Operator must be informed in advance if passengers are arriving on different flights or vessels. The Operator may rely on the information supplied when allocating, pricing and dispatching the vehicle.
4. Licensed Operators
All Operators confirm that they hold a valid private hire operator licence, appropriate insurance, and comply with applicable laws. The Operator is solely responsible for delivery of the transport service, including driver conduct, vehicle condition, dispatch, and compliance.
5. Payments
Payment terms will be confirmed by the Operator providing your journey. Driven.travel may collect payment as agent on behalf of the licensed Operator. Where payment is collected by Driven.travel, it acts solely as payment collection agent and does not become the supplier of the transport service. Payments collected are remitted to the Operator less any agreed commission.
6. Pricing
All prices quoted are inclusive of applicable charges unless stated otherwise. Airport drop-off charges, parking, waiting time, additional stops, changes to the agreed collection arrangements, or other additional services may incur further charges.
For collections from airports, cruise terminals, ferry ports and docks, the first 30 minutes of waiting time is included unless otherwise stated in the quote or booking confirmation. After this period, waiting time will be charged at the rate specified by the Operator.
Waiting-time charges may apply where the delay is outside the Operator’s reasonable control, including where:
- incomplete or inaccurate flight or vessel information has been provided;
- passengers are arriving on separate flights or vessels and the Operator was not informed in advance;
- the customer asks the driver to enter the terminal or remain at the collection point while awaiting additional passengers;
- a flight, vessel, passenger or baggage is delayed; or
- collection arrangements are changed after the vehicle has been dispatched.
Any applicable parking, terminal-access or similar charges may also be added. Where reasonably practicable, the customer will be informed before substantial additional waiting time is incurred.
7. Cancellations & Refunds
Cancellation policies are determined by the Operator and will be communicated at booking. Where payment has been collected by Driven.travel as agent, refunds due under the Operator’s policy may be processed by Driven.travel on behalf of the Operator.
8. Changes to Bookings
Amendments to a confirmed booking must be requested directly with the Operator named in your confirmation. Changes may affect pricing and availability.
9. Liability
Driven.travel is not liable for delays, cancellations, service failures, driver conduct, vehicle breakdowns, or loss of property. Liability for the transport service rests solely with the Operator.
10. Complaints
Complaints regarding the transport service must be directed to the Operator. Driven.travel may assist in facilitating communication.
11. Force Majeure
Neither Driven.travel nor the Operator shall be liable for any failure, delay or additional waiting caused by circumstances beyond their reasonable control. This includes severe weather, traffic disruption, road closures, flight or vessel delays, airport or port disruption, security procedures and other events that could not reasonably have been avoided.
For clarity, this section does not prevent the Operator from charging waiting time or other reasonable additional costs incurred because of such circumstances in accordance with section 6.
12. Data Protection
Driven.travel processes personal data in accordance with its Privacy Policy. Customer data may be shared with the allocated Operator for booking fulfilment.
13. Governing Law
These Terms are governed by the laws of England and Wales.
14. Amendments
Driven.travel reserves the right to amend these Terms at any time. Updated versions will be published on the website.