01Key points
- Bookings must be made at least one hour before the required pick-up time.
- You can change, amend or cancel your booking at any time up to one hour before the journey start time.
- If you need an urgent or emergency service, please call us on +44 779 142 8144. We will try to help but cannot guarantee a driver and vehicle will be available.
- A child, regardless of age, counts as one passenger.
- If you need to transport a wheelchair, please tell us when you book.
- Your statutory rights are not affected by these terms and conditions.
02About these terms
This website is operated by Red Squirrel Travel. The terms "we", "us" and "our" refer to Red Squirrel Travel. These terms cover our transportation and related services, the website redsquirreltravel.com and any Red Squirrel Travel application (together, the "Services"). "You", "your" or the "Client" means any user of our Services, such as a passenger, customer, visitor, registered user or account holder.
By using our Services, you agree to be bound by these terms and conditions.
03Conditions of use
It is your responsibility to make sure the Services meet your personal requirements, and to protect the confidentiality of any username and password you use to access them.
You give us permission to contact you when you voluntarily provide contact details (telephone number, email address, etc.) needed to respond to your enquiry or to confirm or provide the Services you request.
You confirm that any information you give us is true, accurate and complete and does not breach anyone else's privacy, that you will comply with all applicable laws when using our Services, will not use them for any fraudulent or unlawful purpose, and will not do anything we reasonably believe could damage our reputation.
04Bookings
Bookings must be made at least one hour before the required pick-up time. Your booking is treated as a "Booking Request" until you receive a booking confirmation from us.
You can change or amend your booking at any time up to one hour before the journey start time by email, phone, the website contact form, or by logging in to your private account area.
Please allow enough time for the check-in times required by, for example, your airline. We are not responsible for any delay caused by not allowing enough time, or by passengers not being ready at the booked time.
Please book a vehicle suitable for the number of passengers and amount of luggage. We cannot guarantee to carry luggage beyond what the vehicle is designed for. All luggage is carried at your own risk.
Please check your booking confirmation carefully and tell us promptly about any errors. We are not responsible for delays or costs caused by incorrect information. We may assume that anyone quoting the correct account number and Client name is authorised to book on behalf of the Client.
The driver will take the most appropriate route on the day unless you instruct otherwise, in which case additional charges may apply. Unless specified when booking, we may not be able to accommodate additional pick-ups or drop-offs, although every effort will be made. If our driver is asked to wait at the start or during a journey, we may charge waiting time at our current standard rate.
We will do our best to make sure vehicles arrive at the time and place requested, but we cannot accept responsibility for delays caused by circumstances beyond our control, such as mechanical failure, traffic jams, accidents or extreme weather, nor for any consequential loss.
05Conduct
You agree to treat our drivers and staff, and drivers introduced to you through Red Squirrel Travel, with respect, not to damage their vehicles, and not to engage in any unlawful, threatening, harassing or abusive behaviour.
We may refuse Services to anyone at any time, and may refuse entry to anyone thought to be under the influence of alcohol or drugs or whose behaviour threatens the safety of the driver, the vehicle or other passengers. We may end any journey because of unreasonable or improper behaviour. If a vehicle needs special cleaning because it was left in an unreasonable state, we may charge the cost to the Client.
We reserve the right to substitute any vehicle or driver and will, where possible, tell you in advance.
06Children
A child, no matter what age, counts as one passenger.
Baby and booster seats can be provided on request. Please add your child's age and weight in the remarks field when you book. If you prefer to bring your own child seat, the parent or carer is responsible for fitting it and securing the child. On a return journey, the driver can keep your child seat for the return.
07Cancellations & refunds
If you need to cancel, please contact us as soon as possible. You may cancel up to one hour before the journey starts, without giving a reason, by email, phone, the website contact form or your private account area.
If you have paid in advance, we will refund your payment within 10 days.
If a booking is cancelled within one hour of the pick-up time, we may charge the full fare. If the pick-up location means the vehicle must be dispatched more than one hour before the pick-up time, we may also charge the full fare. This reflects that we reserve the vehicle for you and turn away other bookings for that time.
08Payment & charges
Unless otherwise stated, all prices include any applicable taxes. You agree to pay in full for any journey or Service you have booked and we have confirmed and completed.
We may amend a quotation if there is any material change to the itinerary, the number of passengers or the type or size of vehicle required.
If you do not appear and contact our driver at the booked time and pick-up point, we may charge the full fare. We may also charge in full, without refund, if after our vehicle arrives it turns out the booking was made for the wrong date, time or location, or with other incorrect or misleading information, or if the passenger leaves the pick-up point without telling us.
09Law & miscellaneous
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.
You agree to compensate us for any claims brought against us by others as a result of your breach of these terms.
Smoking is not permitted in our vehicles.
We may change these terms and our prices at any time. Existing bookings keep the price quoted at the time of booking.
Questions? Email [email protected] or call +44 779 142 8144.