Terms and Conditions

We “Swiss Group” reserve the right to alter, change the terms & conditions of our services stated here at any time, Registered Customers will be notified by email.
Bookings

The Company shall use all reasonable endeavours to get you to your destination on time, but shall not be liable for any loss due to delays. The Company always strives to run a reliable service. However sometimes cars cannot arrive at the time a customer has booked, for reasons beyond our control. If your car is running late, please contact our office immediately on 020 7433 1000 and we will do our best to tell you why your car is late and advice you approximately the time the car is due to arrive.

It is the Customers responsibility to allow sufficient time for the journey and the Customer should allow additional time for delays and unexpected occurrences where the journey is important and especially if onward connections may be missed. Control Room staff may advise on average journey times but the decision and responsibility as to booking time ultimately lies with the Customer.

The Company will endeavour to book details correctly. However we will not be held responsible for any misunderstandings during telephone bookings between the booking telephonist and the customer resulting in late arrival of the vehicle, incorrect vehicle type or non arrival due to a cancelled booking. Under no circumstances shall the Company be liable (in contract, tort or otherwise) for any loss of profits, business or for any indirect or consequential loss whatever.

All luggage or personal possessions are carried entirely at your risk. Drivers are instructed to take lost possessions left in their cars to our head office. The Company where relevant and within its means will attempt to contact the customer and inform them of their lost possessions.

The Company is an agency for self-employed drivers and therefore will not be held responsible for drivers activities outside our control. The Company passes to drivers, personal information of customers to assist in gaining information of collection of customers and the location of the destination required. Swiss Cottage Cars will not be held responsible for the drivers’ actions when using this information.

The Company shall be entitled to cancel all services in the event of a declared national emergency, riot, fuel shortage, industrial action, extreme weather or terrorist attack, or other circumstances beyond its control.

If the car breaks down during your journey the Company will endeavour to arrange an alternative car to complete the journey as soon as practicable.

You shall indemnify the Company against all losses, costs, damages and expenses arising from any act or omission of any passenger in your party.

Equal Opportunities statement

Swiss Group is fully committed to equality of opportunity. This Company is an equal opportunity employer. The aim of our policy is to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, race, colour, nationality, ethnic origin, disability, marital status, sexual orientation, religion or belief or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

Insurance

We are insured for passenger travel. This insurance is for public liability and does not constitute as travel insurance.

Our Legal Obligations And Limits On Our Liability

We accept liability for death or personal injury caused by our negligence or that of our employees and agents. We do not seek to exclude liability for fraudulent misrepresentation by us or our employees or agents. You have certain rights under the law. These include that we will provide a service to a reasonable standard and within a reasonable time. Nothing in these Terms is intended to affect these statutory rights. For more information about your statutory rights you can contact your local Citizens Advice Bureau or Trading Standards Office.

If we breach these Terms, We shall only be liable for losses which are a reasonably foreseeable consequence of such a breach, up to a maximum of £100.00 or a full refund of the original booked fare*. “Foreseeable” means that the losses could have been reasonably contemplated by you and us at the time of entering into these Terms.

We are not responsible for: (i) losses not caused by our breach; (ii) the actions or inactions of any drivers; (iii) the actions or inactions of other counterparties; (iv) indirect losses which means loss to you which is a side effect of the main loss or damage and where you and us could not have reasonably anticipated that type of loss arising at the time of entering into these Terms; or (v) failure to provide us or to meet any of our obligations under these Terms where such failure is due to events beyond our control (for example a network failure).

*pay-outs will be subject to a full review and investigation on the entire booked journey

Disorderly Behaviour

We reserve the right to refuse travel to anyone deemed to be a nuisance or danger to our passengers or employees. We may seek the help of the police to remove any offenders from our vehicles and will not pay compensation or refund in such circumstances.

Complaints

If for some reason you are unhappy with the service, you should, in the first instance, relay your concerns immediately to the driver, who will try to rectify the issue on the spot. If the matter hasn’t been resolved to your satisfaction, please write to us at: Swiss Cottage Cars ·311 Finchley Road · London · NW3 6EH. Please note you may refer your complaint to the Public Carriage Office.

Payment (Account Customers)

Invoices shall be paid in full within 30 days of issue thereof. Should any invoice not be paid within 30 days any outstanding invoices shall immediately become due and payable. All queries regarding invoices should be made within 14 days of the invoice date.

The Customer shall not be entitled for any reason to withhold payment of monies due to the Company and in particular shall not be entitled to do so in circumstances where the Customer is in dispute with the Company and/or claims money or compensation from the Company in respect of the Services
Customer Account Number

The customer will be issued with a account number which must be quoted on all bookings. Notwithstanding the aforesaid, the Company does not accept any responsibility whatsoever when security account numbers are used by unauthorised personnel and/or for unauthorised purposes.

Fraud Prevention, Credit Card Disputes or Charge-back

“Know your Customer Policy”

The best way to be protect us and you as a passenger against credit card fraud is to apply our “know your customer policy.” Whenever possible, regular customers must come to the office. In a face-to-face environment and complete a Universal Credit Card Charge Form (UCCCF).
In the case of a non face-to-face environment, there is always a risk of fraud so we will:

  1. Obtain as much information about the passenger as possible and maintain the information for future reference
  2. Affiliated Drivers Allocated to the booked job will request the cardholder to present the payment card for verification with the office. This is to prevent against credit card fraud and cardholder dispute on any booked transaction.

In addition, in the event of a credit card dispute or charge-back we will endeavour to abide by the law and forward all information to the correct authorities.

Claims

CASH BOOKINGS AND CREDIT AND DEBIT CARD BOOKING ADDITIONAL FEES
The price provided to the Customer at the time of booking is based on the journey specified (Original Journey) by the Customer at the time of booking. Credit Card bookings will also include a booking fee and VAT (note VAT applies to the booking fee amount only).

The administration fee and VAT does not apply to bookings that are paid for by the Customer in cash.
All cash payments shall be made directly to the driver and the Company acts as agent for the driver when processing the cash booking. All cash bookings are accepted by the Company on behalf of the driver. Please note all our drivers our self-employed, and these terms shall be considered the terms of trading between the driver and the Customer.
The Company reserves the right to charge the Customer for any additional costs which may be incurred by the Company as a result of any variation from the Original Journey specified at the time of booking.
Additional charges may be applied at the sole discretion of the Company in the event of any variation or deviations from the Original Journey. The additional charges are based on the Company’s current charging scale which can be made available to the Customer on request. Such variations or deviations from the Original Journey in respect of which additional charges may apply shall include, without limitation, those set out below:
The Customer will be responsible for the conduct of all passenger(s) and shall pay for any loss and/or damage caused by such passenger(s) to the vehicle or any other property of the Company, including but not limited to cleaning costs following any spillage or soiling of the vehicle.
If the booking is cancelled upon arrival of the vehicle to collect the Customer of any passenger(s) a cancellation fee will be payable by the Customer to the Company.
The Customer and any passenger(s) and any luggage or personal items shall be ready for collection at the time stipulated by the Customer when the booking is made. The Company will allow 10 minutes for waiting or loading, when picking up the Customer and passenger(s). In the event that all Customers have not boarded the vehicle within 10 minutes of the time specified at the time of booking the Original Journey or if no time is specified the time of arrival of the vehicle at the pickup address the Company reserves the right to charge the Customer for the total loading/waiting time (for the avoidance of doubt, including the first 5 minutes) at its current rate which is £16.00p per hour.
In relation to collections from airports the Company will allow 40 minutes (starting from the last estimated arrival time known). Thereafter the Company reserves the right to charge the Customer for the waiting/loading time after the 40 minutes.
In the event that the Customer requires the Company during the course of the Original Journey to make any alternative pick up(s) or collection(s)of passenger(s) or goods from other locations during the course of the Original Journey or drop off any passenger(s) at other locations other than specified in the Original Journey or to take any variation for the Original Journey route specified at the time of booking, additional charges may be applied by the Company, at its then current charge rate, which is available on request.
In the event that the Customer requires more than 4 passengers to travel in a vehicle and has not specified this at the time of booking of the Original Journey additional charges may be levied by the Company, at its then standard charge rates, which are available on request for the provision of a larger vehicle or the carriage of additional passengers in excess of 4.
All calls will be monitored for training and security purposes.

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