Terms & Conditions

1. Who We Are
Woodham Taxi (“Woodham Taxi”, “we”, “us”, “our”) is operated by WOODHAM TAXI LTD, company number 16956400, with registered office at 9a Trinity Square, South Woodham Ferrers, Chelmsford, England, CM3 5JX.
You can contact us at info@woodhamtaxi.co.uk or by telephone on 0333 00 66 331.

2. About These Terms
These Terms & Conditions apply to bookings made with Woodham Taxi through our website, by phone, by message, and through the Woodham Taxi customer app.
By placing a booking with us, creating or using a Woodham Taxi customer app account, authorising payment, or using our website or app to arrange a booking, you agree to these terms.
Nothing in these terms affects any legal rights you have as a consumer.

3. Our Services
Woodham Taxi provides pre-booked passenger transport services, including local journeys, scheduled journeys and airport transfers, subject to availability, operational constraints, licensing requirements and safety requirements.
All bookings are subject to acceptance. We may refuse, reject or cancel a booking where payment cannot be verified, availability is insufficient, booking details are incomplete or inaccurate, the requested journey cannot be carried out safely or lawfully, or there is another reasonable operational reason not to proceed.
Where lawful and operationally necessary, we may use another appropriately licensed or authorised driver, vehicle or operator to fulfil your booking.

4. Customer App Accounts
You need an eligible Woodham Taxi customer app account to use app booking features.
Customer app sign-in is through the supported sign-in methods made available by us. These may include Google Sign-In and Sign in with Apple.
You must ensure your account details and booking contact details are accurate and kept up to date.
You are responsible for activity carried out through your account unless caused by our error or unauthorised access for which you are not responsible.
You must be at least 18 years old to create an account, place a booking, or authorise payment through the customer app.
We may suspend or restrict account access where reasonably necessary for safety, fraud prevention, misuse, payment issues, legal compliance, or protection of our drivers, customers, systems or business.

5. How Bookings Are Made
To place a booking, you must provide accurate pickup, destination, timing, passenger, luggage, accessibility and contact details, together with any other information reasonably requested by us.
For app bookings, you must review the journey details and fare shown before confirming payment.
A booking request is not accepted merely because journey details are entered into the app or website. For app bookings, confirmation happens only after payment has been successfully authorised or otherwise verified through our booking system and a booking confirmation or booking reference is issued.
For bookings made directly by phone or message, acceptance will be confirmed by us directly.
If payment cannot be verified, the booking is not confirmed and we may cancel or reject the request.
The booking reference shown in your app confirmation, receipt or confirmation message is the reference you should use for all queries about that booking.

6. Fares and Charges
The fare shown or quoted is based on the booking details provided at the time of booking.
Where the app displays a fare before checkout, that fare applies to the booking details entered at that time, unless those details are later changed or prove to be materially inaccurate.
Additional charges may apply if:
- you change the pickup location, destination, route, stop list, passenger count, luggage requirement, accessibility requirement or journey time
- you materially alter the booking after confirmation
- waiting time is incurred
- tolls, congestion charges, clean air zone charges, parking charges, airport drop-off charges or airport pickup charges apply
- cleaning or repair is required because of damage, spillage, soiling or misuse caused by a passenger
- any other reasonable and clearly connected additional cost arises in performing the booking
Any additional charge will be limited to the amount reasonably caused by the change, delay, damage, loss or cost incurred.
If a fare cannot be calculated in advance, we will explain the basis on which it will be calculated before your booking is confirmed.

7. Payment
App bookings must be paid using a valid supported payment method made available during checkout.
By providing or selecting a payment method, you authorise us and our payment processor to authorise, hold, capture or take payment for:
- the confirmed fare
- any additional charges properly payable under these terms
- any fair cancellation, no-show, waiting-time, cleaning, damage, airport, toll, parking or route-change charge properly due under these terms
We may place an authorisation hold, take prepayment, or complete payment capture as part of the booking flow shown to you.
A payment authorisation is not the same as final journey completion. Payment may be captured, adjusted, cancelled, released or refunded in line with these terms, the booking status, the payment processor’s rules and applicable law.
For direct bookings made by phone or message, payment will be arranged using the payment method or process communicated at the time of booking.
You must not use a payment method unless you are authorised to use it.

8. Cancellations, Refunds and No-Shows
Bookings with Woodham Taxi are for passenger transport services.
You may cancel a booking before pickup.
If you cancel before a driver has been dispatched and no cancellation charge was disclosed to you at the time of booking, we will normally not charge you.
If you cancel late, after dispatch, after the driver has arrived, or if you fail to attend the pickup point at the agreed time, we may charge a fair cancellation or no-show fee reflecting our direct loss, driver time, travel, waiting time and costs already incurred.
Where a specific cancellation or no-show fee is displayed in the app or clearly communicated to you at the time of booking, that fee will apply, subject always to applicable law.
If we cancel a booking and you are not at fault, we will refund any prepaid amount due for the part of the service not provided.
Any refund due will normally be made back to the original payment method unless we agree otherwise.
Refund timing may depend on your card issuer, bank, wallet provider or payment processor.

9. Pickup Times, Waiting Time and Journey Changes
Pickup times and arrival times are estimates unless we have expressly agreed a fixed booked time for a specific journey.
You must be ready at the pickup point at the agreed time and ensure that the driver can reasonably locate you.
You must monitor the app, phone, messages or other contact channel used for the booking in case we or the driver need to contact you.
If the vehicle is kept waiting beyond any free waiting period stated at booking or reasonably allowed by us, waiting time may be charged.
If you request changes after confirmation, including changes to the pickup, route, destination, stop list, passenger count, luggage, accessibility requirement or timing, we may:
- accept the change and adjust the fare and timing accordingly
- require additional payment authorisation before accepting the change
- refuse the change where it is unsafe, impractical, unlawful or not reasonably possible

10. Passenger Responsibilities
You are responsible for ensuring that:
- all booking details are correct
- all passengers behave safely and lawfully
- all passengers wear seatbelts where required
- children and vulnerable passengers are appropriately supervised
- the number of passengers, luggage and carried items are suitable for the vehicle booked
- nothing carried by a passenger is dangerous, unlawful, offensive, unsanitary or likely to cause damage or delay
- any accessibility need, mobility equipment, assistance requirement, extra luggage, child-seat requirement or special requirement is disclosed before booking
Passengers must not:
- smoke or vape in the vehicle
- consume illegal drugs
- carry open alcohol where the driver or operator reasonably objects
- behave abusively, aggressively, unlawfully or in a way that distracts the driver
- damage, soil or misuse the vehicle
- put the driver, passengers, vehicle or any road user at risk
You are responsible for reasonable cleaning, repair, recovery or replacement costs caused by damage, spillages, excessive soiling, misuse or other passenger-caused loss.
If you have accessibility needs, mobility equipment, extra luggage, animals, assistance animals, child-seat requirements, or any other special requirement, you should tell us before booking. We will try to accommodate confirmed requirements, but availability cannot be guaranteed unless expressly confirmed by us.

11. Our Right to Refuse, Suspend or End a Booking
We may refuse, suspend, cancel or end a booking if:
- payment cannot be authorised or verified
- the booking details are materially incorrect, incomplete or misleading
- carrying out the booking would be unsafe, unlawful or impractical
- a passenger behaves abusively, threatens the driver, damages property or commits an offence
- the vehicle cannot lawfully or safely carry the passengers, luggage, animals or items presented
- the pickup or destination cannot reasonably be accessed
- the customer cannot be contacted where contact is reasonably necessary
- an event outside our reasonable control makes the journey impracticable
- we reasonably suspect fraud, misuse, account abuse or unauthorised payment use
Where this happens, any refund or charge will be handled in line with these terms and applicable law.

12. Delays and Events Outside Our Control
Road traffic, diversions, weather, accidents, vehicle breakdown, driver availability, public events, police activity, airport disruption, ferry or rail disruption, network outages, payment processor disruption, mapping provider disruption and other events outside our reasonable control can affect availability and timing.
We do not guarantee that a journey will be free from delay where circumstances outside our reasonable control interfere with performance.
If there is a significant delay or disruption, we will try to notify you as soon as reasonably possible using the contact details attached to the booking.

13. Airport, Station and Time-Critical Journeys
For airport, station, port, appointment, school, event or other time-critical journeys, you are responsible for allowing enough time for traffic, check-in, security, boarding, delays, luggage, passenger needs and other circumstances.
We may provide journey-time estimates, pickup-time suggestions or route information, but these are estimates only unless expressly confirmed otherwise.
We are not responsible for missed flights, trains, appointments, events or connections except where directly caused by our negligence or another liability that cannot legally be excluded or limited.

14. Lost Property
Please check you have all your belongings before leaving the vehicle.
If property is found and handed to us, we will use reasonable efforts to help return it.
We may charge a reasonable handling, storage, postage, delivery or journey fee where returning the item requires additional time, travel or cost.
We are not responsible for items left in a vehicle unless the loss results from our negligence or another breach of duty.

15. Complaints and Customer Support
If you have a complaint or issue relating to a booking, journey, driver, vehicle, app issue or charge, please contact us as soon as possible at info@woodhamtaxi.co.uk or on 0333 00 66 331.
To help us investigate, please provide your booking reference, the date and time of travel, contact details, and a short description of the issue.
We will review complaints fairly and may need to check booking records, payment records, dispatch records, driver records, messages or other operational information connected with the booking.

16. Privacy and Data
We collect and use personal data for purposes connected with account access, booking management, fare calculation, payment processing, fraud prevention, driver dispatch, journey fulfilment, safety, customer support, complaints, legal compliance, service improvement and business administration.
Personal data may include account details, contact details, booking details, pickup and destination information, payment-related identifiers, app usage information, device or technical information, support messages and operational records connected with bookings.
We may share relevant booking, contact, operational and payment-related information with drivers, payment processors, mapping providers, communication providers, technology providers, service partners, insurers, professional advisers, regulators, law enforcement or other parties where reasonably necessary and lawful.
Our handling of personal data is described in our Privacy & Data Policy.
If you want to understand how account deletion works, including what data may still need to be retained where required by law, for tax, accounting, dispute, fraud-prevention, safety, payment, insurance or legal reasons, please see our Account Deletion page:
https://woodhamtaxi.co.uk/account-deletion

17. App, Website and Technology Availability
We aim to keep the website and customer app available, but we do not guarantee uninterrupted, error-free or continuous availability.
The app, website, maps, payment services, authentication services, hosting services, notifications and communication tools may depend on third-party platforms and network availability.
We may update, suspend, withdraw or change any part of the app, website or booking flow where reasonably necessary for maintenance, security, legal compliance, operational improvement or service changes.

18. Promotions, Discounts and Credits
Any promotion, discount, voucher or credit is subject to the specific rules shown with it.
Promotions may be withdrawn, refused or cancelled where they are expired, misused, applied to an ineligible booking, used fraudulently, or used in breach of the stated promotion terms.
Unless we say otherwise, promotions have no cash value and cannot be transferred.

19. Liability
We will provide our services with reasonable care and skill.
We are responsible for foreseeable loss or damage caused by our breach of these terms or by our failure to use reasonable care and skill.
We are not liable for:
- loss or damage that was not foreseeable
- indirect or consequential loss
- business losses
- missed appointments, missed flights, missed trains, missed events or similar losses, except to the extent directly caused by our negligence or another liability that cannot legally be excluded or limited
- delays, disruption or failure caused by events outside our reasonable control
- loss caused by inaccurate booking details supplied by you
- loss caused by your failure to be at the pickup point at the agreed time
- loss caused by your failure to provide accurate contact, accessibility, luggage, passenger or journey information
Nothing in these terms excludes or limits liability for:
- death or personal injury caused by negligence
- fraud or fraudulent misrepresentation
- breach of your legal rights where liability cannot legally be excluded or limited
- any other liability that cannot legally be excluded or limited

20. Changes to These Terms
We may update these terms from time to time.
The version of the terms in force at the time your booking is made will apply to that booking.
Where required or appropriate, we may notify you of material changes through the website, app, email or another reasonable method.

21. Governing Law
These terms are governed by the law of England and Wales.
If you are a consumer, you may also have the right to bring proceedings in the courts of the part of the United Kingdom in which you live.