1. Journey Acknowledgement & Details

You will receive a "Journey Acknowledgement" email for the journey(s) you have paid for. It is your responsibility to check that all booking details provided are correct.

You will receive a "Journey Details" email once your booking has been assigned to a driver. This email will include pickup instructions and the driver's contact number. Cardiff Taxis Ltd cannot be held responsible if you fail to retain these details.

2. Missed Flights & Airport Transfers

Cardiff Taxis Ltd accepts no responsibility for missed flights caused by traffic delays, accidents, vehicle breakdowns, severe weather conditions, or any other unforeseen circumstances.

Passengers are advised to allow sufficient travel time and aim to arrive at the airport at least 2 hours before their flight departure time. Cardiff Taxis Ltd will not accept responsibility for missed flights where insufficient check-in time has been allowed.

Passengers may choose a pickup time that allows less than 2 hours before departure; however, Cardiff Taxis Ltd accepts no liability for any resulting missed flights.

All passengers are strongly advised to obtain adequate travel insurance before making a booking.

Please ensure that arrival flight details provided relate to your arrival into the UK and not your departure information. If your flight is significantly delayed, please inform us as soon as possible.

3. Waiting Time

For airport pickups, Cardiff Taxis Ltd allows the first 60 minutes of waiting time free of charge from the flight landing time.

After the first hour, waiting time will be charged at £20 per hour pro rata, regardless of the reason for delay.

For all non-airport journeys, waiting time will be charged at 40 pence per minute from the scheduled pickup time.

4. Pricing

Prices are calculated based on journey distance, travel time, vehicle type, and the number of passengers travelling.

Cardiff Taxis Ltd reserves the right to provide an upgraded vehicle where the selected vehicle is unavailable.

5. Amendments & Re-Booking

Any amendments to bookings must be made directly through our office via telephone or email. Confirmation of the amendment will be sent by email. Amendments should not be arranged directly with drivers.

All bookings must be made through the office via the website, telephone, or email to ensure confirmation and insurance coverage.

6. Cancellations

Cardiff Taxis Ltd accepts cancellations provided at least 12 hours' notice is given. A cancellation fee of £10 or 10% of the booking value (whichever is greater) will apply.

All cancellation requests must be submitted by email, and confirmation will be provided upon receipt. If you do not receive confirmation of cancellation, please contact our out-of-hours number immediately.

Refunds will not be issued in the following circumstances:

Passenger no-shows for prepaid bookings
Cancellations made with less than 12 hours' notice
Any other circumstances deemed non-refundable under company policy

Any exceptional refund requests should be directed to Cardiff Taxis Ltd customer services.

7. Luggage & Vehicle Capacity

Cardiff Taxis Ltd accepts no responsibility where passenger numbers or luggage exceed the capacity of the vehicle booked. If you are unsure which vehicle type is suitable, please contact our customer service team before travel.

For safety and compliance with taxi licensing regulations, all luggage must be securely stored within the vehicle. Please take this into consideration when selecting your vehicle.

8. Animals

Cardiff Taxis Ltd reserves the right to refuse transportation of animals that were not declared at the time of booking. Any approved animals must be transported in a secure and suitable carrier or crate. Cardiff Taxis Ltd accepts no responsibility for costs incurred due to failure to comply with these requirements.

9. Routes

The route taken during the journey will be at the driver's discretion based on traffic and road conditions on the day of travel. Alternative routes may be requested and will be considered where reasonably possible.

10. Third-Party Operators & Upgrades

Cardiff Taxis Ltd may use third-party operators where necessary to fulfil bookings.

Cardiff Taxis Ltd reserves the right to provide an upgraded vehicle category where the originally booked vehicle is unavailable.

11. Surcharges

Bookings scheduled during the following periods may be subject to a 50% surcharge:

24 December from 18:00 until 26 December at 23:59
31 December from 18:00 until 1 January at 23:59
Additional peak dates may also be subject to surcharges.

12. Payments

All card payments are processed securely through SumUp using industry-standard security and authentication measures.

Customer-initiated payments may be repeated for authorised additional services or adjustments related to an existing booking. For example, if a passenger requests an additional service after the original booking has been confirmed, Cardiff Taxis Ltd may process the additional charge using the original payment method, subject to applicable security checks and customer authorisation. Refunds, where applicable, may also be issued back to the original payment method.

13. Vehicle Damage & Cleaning

Passengers are responsible for any costs incurred in restoring a vehicle to working condition where damage or excessive cleaning is required beyond normal wear and tear.

14. Privacy

We use personal information only for the purposes of providing and managing the services requested. Information may also be used for auditing, research, and service improvement purposes.

Where necessary to complete your booking, selected information may be shared with trusted third-party service providers.

15. Conduct

Cardiff Taxis Ltd is committed to maintaining a safe and respectful environment for employees, drivers, and passengers.

Harassment, abuse, threatening behaviour, or inappropriate conduct of any kind will not be tolerated. Cardiff Taxis Ltd reserves the right to refuse or terminate service where these standards are breached.

16. Call Recording

Please note that calls may be recorded for training and quality assurance purposes.

Terms & Conditions