1. Our coordination role
FareConnect coordinates airport-transfer enquiries with independent licensed transport operators. The vehicle, driver and transport service are supplied by the confirmed operator.
2. Enquiry, quotation and confirmation
An enquiry or quotation is not a confirmed transfer. Quotations are subject to operator availability and should describe the planned journey. Additional stops, waiting or changes may affect price. A transfer is confirmed only after written confirmation; operator-specific terms may also apply.
3. Passenger, luggage and address information
Provide accurate passenger and luggage counts, pickup and destination addresses, flight details, dates and times. Disclose oversized luggage. Unsafe overloading may be refused and a larger vehicle may require a revised quotation.
4. Airport pickup, flight numbers and meeting points
Provide the correct flight number and follow the confirmed meeting-point instructions. Any flight monitoring arrangement must be confirmed in writing. Keep your contact phone available where reasonably possible.
5. Pickup times and waiting
Included waiting time must be stated in the quotation or confirmation. Additional waiting charges may apply where disclosed. Airport timing may account for expected immigration and baggage collection.
6. Flight delays
Operators may monitor flights only where this is part of the confirmed service. Significant delays may affect availability or charges. Contact FareConnect or the operator where possible; treatment depends on the confirmation and operator terms.
7. Driver contact and no-shows
Follow confirmed contact instructions. Failure to attend the confirmed place and time may result in cancellation under disclosed terms, after reasonable contact attempts where appropriate. Report a driver or operator no-show promptly.
8. Changes, cancellation and refunds
Requests are not effective until confirmed. Operator conditions and disclosed charges may apply. Refunds depend on the confirmed terms, supplier decision and applicable law; statutory rights remain unaffected.
9. Child seats
Request child seats in advance and provide accurate age or size information. Availability is not guaranteed until confirmed. Depending on the operator and applicable requirements, customers may be permitted or required to provide an appropriate seat. This is not child-seat legal advice.
10. Mobility and accessibility
Describe practical accessibility needs early, without unnecessary medical information. Suitable arrangements remain subject to operator confirmation.
11. Vehicle preference and capacity
A vehicle preference is not guaranteed until confirmed. The operator may substitute a suitable vehicle where necessary, subject to the confirmed service and applicable rights.
12. Conduct, safety and prohibited items
Passengers must follow lawful safety instructions. Smoking, unlawful substances, dangerous items and behaviour that risks safety may be prohibited by the operator. Alcohol rules depend on the operator and applicable law.
13. Damage and cleaning
Reasonable, evidenced damage or exceptional cleaning costs may be charged only where the relevant conditions and law allow. Charges must not be arbitrary or punitive.
14. Operator responsibility and complaints
The confirmed operator supplies the transport service. FareConnect remains responsible for providing its coordination service with reasonable care and skill. Report issues promptly so we can investigate and assist with supplier communications.
15. Lost property
Report lost property promptly. FareConnect may help contact the operator but cannot guarantee recovery. Reasonable delivery or return costs may apply. Do not leave valuables unattended.
16. Events outside reasonable control and governing terms
Events outside reasonable control may affect journeys. The parties should take reasonable steps to reduce impact. These conditions are governed by England and Wales law, subject to mandatory consumer and jurisdiction rights.
17. Contact details
Fare Connect Ltd, Company No. 17312015, registered in England and Wales. Registered Office: Prime Apartments, 483 Green Lanes, London, N13 4FG, United Kingdom.
Email hello@fareconnect.co.uk · Phone +44 (0)20 8148 5935 · WhatsApp +44 7562873367. Meetings are by prior arrangement only.