Tony Cars Terms and Conditions
Last updated: 6 August 2026
Welcome to Tony Cars.
These Terms and Conditions apply to bookings made with Tony Cars Ltd, trading as Tony Cars. They apply whether you book through our website, mobile app, telephone or email. They also apply to any other booking method that we accept.
By making a booking, you confirm that you have read and accepted these Terms and Conditions.
Tony Cars acts as the licensed private-hire operator. We contract directly with the person who makes the booking.
Sometimes, another licensed driver or operator may help us complete a journey. However, Tony Cars remains responsible for its contractual duties as required by law.
1.1 These Terms and Conditions cover the use of Tony Cars booking services.
Our services include:
Minicab journeys.
Airport transfers.
Railway station transfers.
Long-distance journeys.
Other pre-booked private-hire journeys.
1.2 Tony Cars aims to provide a professional, safe and reliable service. We will perform our services with reasonable care and skill.
1.3 We may update these Terms and Conditions when necessary.
Normally, the terms in force when we confirm your booking will apply to that journey. Later changes will not affect a confirmed booking unless the law requires them. Alternatively, we may apply a change when you agree to it.
2.1 You can request a booking through:
The Tony Cars website.
The Tony Cars mobile app.
Telephone.
Email.
All bookings remain subject to availability and our booking procedures.
2.2 Website and mobile-app bookings normally require at least 12 hours’ notice.
For a journey at shorter notice, please contact our office directly. We will check driver and vehicle availability.
2.3 You may use WhatsApp for enquiries or journey updates. You may also use it to discuss an existing booking.
However, WhatsApp is not a booking channel. A booking only exists after Tony Cars confirms it through an accepted booking method.
2.4 You must provide accurate information when making a booking.
Please provide:
The full pickup address.
The full destination address.
The correct pickup date and time.
The passenger’s name and contact details.
The number of passengers.
The number and approximate size of luggage items.
Any child-seat requirements.
Any accessibility requirements.
For an airport collection, you must also provide:
The correct flight number.
The airport and terminal.
Your preferred meeting time after landing.
2.5 Submitting a booking request does not guarantee the journey.
Your booking becomes confirmed when Tony Cars sends a confirmation. It may also become confirmed when we clearly change its status to Confirmed.
2.6 Please check your booking confirmation carefully.
Tell Tony Cars as soon as possible if you notice an error. You must also tell us about any required change.
2.7 Before the journey, Tony Cars will provide the required driver and vehicle information.
We will also agree the fare or provide an accurate estimate where appropriate. We will do this in line with private-hire requirements.
2.8 Tony Cars contracts directly with the person who makes the booking.
In some cases, another licensed driver or operator may assist us. However, Tony Cars remains responsible for its contractual duties as required by law.
3.1 We quote all prices in pounds sterling.
Our prices include VAT where applicable.
3.2 We calculate the fare using the information supplied when you book.
For example, we may consider:
The pickup address.
The destination.
The journey date and time.
The selected vehicle.
The number of passengers.
The amount of luggage.
3.3 We may amend the fare when you change the booking.
Additional charges may apply when you request:
An extra stop.
A different pickup address.
A different destination.
A significant route change.
A different date or time.
A larger vehicle.
Additional waiting time.
Additional parking.
Tolls or other costs may also apply when a passenger-requested change creates those costs.
3.4 We will state whether the confirmed fare includes an airport drop-off charge.
3.5 For an airport collection, the fare includes the minimum parking arrangement stated in your booking.
However, additional parking may apply when the driver must wait longer.
3.6 Tony Cars will not increase a confirmed fare without a valid reason.
An additional charge must result from changed journey details, extra waiting or additional parking. It may also cover an extra service or another charge allowed under these terms.
4.1 You may pay using an accepted payment method.
Accepted methods may include:
Credit or debit card.
An authorised payment link.
Card payment inside the vehicle, where available.
Cash.
Another method agreed with Tony Cars.
4.2 Unless we agree otherwise, you must pay the fare and applicable charges by the end of the journey.
4.3 Tony Cars may contact you when payment remains outstanding.
We may also recover reasonable costs that we lawfully incur while collecting an overdue amount.
4.4 We may request full or partial payment before some journeys.
For example, prepayment may apply to:
Large vehicle bookings.
Long-distance journeys.
Special events.
Restricted accounts.
Other bookings where we consider prepayment necessary.
4.5 We may send your receipt electronically.
5.1 You can normally cancel without charge at least two hours before the scheduled pickup time.
Tony Cars must receive the cancellation before this deadline.
5.2 We may charge up to the full fare when we receive the cancellation less than two hours before pickup.
5.3 We may treat the booking as a no-show when the passenger does not attend the agreed pickup point.
Before doing so, the driver or office will make reasonable attempts to contact the passenger. We may charge the full agreed fare for a no-show.
5.4 We will not charge airport parking that we did not incur.
The same rule applies to other costs that did not arise because of the cancelled booking.
5.5 When we approve a refund, we will normally return it to the original payment method.
However, the customer’s bank or payment provider controls the processing time.
5.6 This cancellation policy does not affect your statutory rights.
6.1 Passengers should be ready at the agreed pickup point at the scheduled time.
6.2 You must provide accurate booking information.
Also, please tell Tony Cars promptly about any important change.
6.3 Passengers must wear seat belts where the law requires them.
Passengers must also follow reasonable safety instructions from the driver.
6.4 Passengers must not smoke or vape inside a Tony Cars vehicle.
6.5 The driver may restrict eating or drinking inside the vehicle.
However, passengers may drink water unless a safety concern prevents it.
6.6 Tony Cars will not tolerate abusive, threatening or discriminatory behaviour.
We will also not tolerate violence, dangerous conduct or unlawful activity.
A driver may refuse to start a journey when a genuine safety risk exists. The driver may also end a journey at a safe location when continuing would create a serious risk.
6.7 Passengers may need to pay reasonable cleaning or repair costs.
This rule applies when a passenger deliberately or negligently causes exceptional damage or soiling. Any charge will reflect the actual loss or reasonable cost.
7.1 You must provide accurate passenger and luggage information when booking.
This information helps us arrange a suitable vehicle.
7.2 All luggage must fit safely inside the designated luggage area.
For safety reasons, passengers must not carry large suitcases on their laps. They must also not leave substantial luggage unsecured on vehicle seats.
7.3 The booked vehicle may not have enough space when the supplied information is inaccurate.
In that situation, Tony Cars may:
Provide a larger vehicle, subject to availability.
Charge the additional fare for the larger vehicle.
Arrange another vehicle.
Refuse to carry unsafe excess luggage.
7.4 Please declare oversized or unusual items before booking.
For example, tell us about large sports equipment, mobility equipment or other non-standard luggage.
8.1 Please request infant, child or booster seats when making the booking.
8.2 You must provide the child’s correct age.
You must also tell us about any relevant seating requirement.
8.3 Child seats remain subject to availability.
We will tell you about any applicable charge when you book.
8.4 A parent, guardian or accompanying adult remains responsible for the child.
Therefore, the accompanying adult must make sure that the child is correctly secured and supervised.
9.1 Non-Airport Pickups
We provide 10 minutes of complimentary waiting time. This period starts at the scheduled pickup time.
After the free period, we may charge £1 per minute. This equals £10 for each additional 10 minutes.
Different rates apply when you arrange waiting time in advance. In that case, we charge £22 per hour. We calculate this as £5.50 for every 15-minute period.
9.2 Airport Pickups
Complimentary airport waiting starts from the agreed meeting time after landing. It does not start from the scheduled landing time.
The standard complimentary waiting periods are:
Heathrow Airport: 30 minutes.
Gatwick Airport: 30 minutes.
Stansted Airport: 30 minutes.
London City Airport: 20 minutes.
Luton Airport: 30 minutes.
9.3 After the complimentary period, we charge £7.50 for each additional 30-minute period.
9.4 Extended waiting may also increase airport parking costs.
Therefore, we may add the actual additional parking cost to the booking.
10.1 You must provide the correct flight number, airport and terminal when booking.
10.2 Tony Cars will normally monitor the flight when you provide valid flight details.
We will adjust the collection arrangement where reasonably possible.
10.3 Your chosen meeting-time allowance normally starts from the monitored landing time.
For example, you may request a meeting 40 minutes after landing. In that case, we will normally meet you 40 minutes after the actual landing time.
10.4 An early flight arrival will not, by itself, increase the fare.
10.5 Tony Cars will normally monitor and accommodate delays of up to approximately two hours.
However, we can only do this where reasonably possible.
10.6 We cannot guarantee the original driver or vehicle after a delay of more than two hours.
Nevertheless, Tony Cars will try to rearrange the collection. Any replacement remains subject to availability.
10.7 Please contact Tony Cars as soon as possible when:
The airline cancels the flight.
The flight time changes significantly.
The flight diverts to another airport.
You decide not to travel.
10.8 You must allow enough time for an airport departure.
Please consider airline guidance, traffic, check-in times and security procedures.
Tony Cars is not responsible when a passenger chooses an insufficient pickup time. However, this applies only when we have provided the service with reasonable care and skill.
11.1 Tony Cars uses drivers and vehicles that meet the relevant licensing and insurance requirements.
11.2 Drivers will make reasonable efforts to arrive at the agreed time.
However, unexpected events may cause delays. These events may include:
Serious traffic disruption.
Road collisions.
Road closures.
Severe weather.
Emergencies.
11.3 Where possible, Tony Cars will tell customers about a significant delay.
11.4 The driver will normally choose a suitable route based on traffic and road conditions.
A passenger may request another lawful route. However, extra time, distance or tolls may change the final fare.
12.1 Tony Cars aims to provide its services without unlawful discrimination.
12.2 We will not charge disabled passengers an additional fee for assistance that the law requires drivers to provide.
12.3 We carry recognised assistance dogs without an additional charge.
This includes guide dogs and hearing dogs. However, a lawful driver exemption may apply in limited circumstances.
12.4 Please tell us about any accessibility needs when booking.
This information helps us arrange a suitable vehicle and appropriate assistance.
13.1 Please check that you have all your belongings before leaving the vehicle.
13.2 Tell Tony Cars as soon as possible when you lose an item.
We will follow our lost-property procedure. In addition, we will make reasonable efforts to find and return the item.
13.3 Tony Cars cannot guarantee that we will recover property left in a vehicle.
13.4 These terms do not remove liability when the law makes Tony Cars responsible.
For example, this may apply to loss or damage caused by negligence.
14.1 Tony Cars will provide its services with reasonable care and skill.
14.2 Tony Cars is not responsible for a delay or loss caused only by events outside our reasonable control.
Such events may include:
Severe traffic disruption.
Accidents.
Road closures.
Extreme weather.
Police incidents.
Security incidents.
Other exceptional events.
However, this protection only applies when Tony Cars has exercised reasonable care.
14.3 Customers must allow enough time for their journey.
This is especially important for flights, trains, appointments and events.
14.4 A breakdown or unexpected operational problem may make a vehicle unavailable.
In that situation, Tony Cars will make reasonable efforts to arrange a replacement. Alternatively, we may offer another suitable arrangement.
14.5 These terms do not exclude any liability that the law does not allow us to exclude.
This includes liability for:
Death or personal injury caused by negligence.
Fraud.
Fraudulent misrepresentation.
Statutory consumer rights.
15.1 Please report a complaint as soon as reasonably possible.
Where possible, contact us within 24 hours of the journey. Early reporting helps us investigate the matter effectively.
15.2 Please email complaints to info@tony-cars.co.uk.
Include your booking reference and all relevant details.
15.3 Tony Cars aims to acknowledge and investigate complaints promptly.
Normally, we aim to provide a full response within seven working days. However, a complex matter may require more time. In that case, we will provide an update where appropriate.
15.4 This section does not remove your statutory rights.
You may also raise a legitimate complaint after the first 24 hours.
16.1 Tony Cars handles personal information under UK data-protection law.
Please read our separate Privacy Policy for more information.
16.2 We may use personal information to:
Accept and manage bookings.
Dispatch drivers and vehicles.
Process payments.
Communicate with passengers.
Meet licensing and regulatory duties.
Investigate complaints or incidents.
Handle lost property.
Prevent or investigate fraud, crime or misuse.
16.3 Where necessary, we may share relevant information with:
Drivers.
Licensed subcontractors or operators.
Booking technology providers.
Payment providers.
Regulatory authorities.
Law-enforcement organisations.
Other service providers.
We will only share information when the law allows it. In addition, we will use appropriate safeguards where required.
16.4 Our Privacy Policy explains:
The information we collect.
Why we use that information.
Our lawful reasons for processing it.
Who may receive it.
How long we keep it.
Your data-protection rights.
17.1 Tony Cars may record telephone calls where appropriate.
We may use recordings for:
Booking verification.
Service quality.
Staff training.
Complaint investigations.
Regulatory compliance.
Fraud prevention.
Safety.
Crime detection or investigation.
17.2 We handle call recordings under our Privacy Policy and applicable data-protection law.
17.3 Private-hire regulations may require us to keep recorded booking conversations for a specified period.
18.1 The laws of England and Wales govern these Terms and Conditions.
18.2 The appropriate courts will deal with disputes.
However, these terms do not remove any mandatory legal or consumer rights available to you.
Company name: Tony Cars Ltd, trading as Tony Cars.
Company number: 11795265.
Registered office: 5 Norton Avenue, Surbiton, United Kingdom, KT5 9DX.
Registration: Registered in England and Wales.
Telephone: 020 8399 9473.
Email: info@tony-cars.co.uk.
Website: www.tony-cars.co.uk.
