Terms And Conditions

Before placing your order, please carefully review these Terms and Conditions to ensure they meet your expectations and requirements. By proceeding with your order, you acknowledge and accept these terms as a legally binding agreement. Should you have any questions or need clarification on any aspect, please do not hesitate to contact us at [email protected] or you can call/WhatsApp us +44 808 280 6190.

These Terms and Conditions govern the purchase of services from us, Retrieval Ltd. We are a company registered in England and Wales under registration number 15731132

By placing an order for any of our services, you agree to be bound by these Terms and Conditions. Please note that you may only purchase services and goods from our website if you are at least 18 years old and legally eligible to enter into a contract.

Services

For bookings tailored to your specific requirements, it is your responsibility to ensure the accuracy of any information or specifications you provide.

All bookings requests Retrieval Transfers receives are subject to availability.

We reserve the right to make changes to the bookings as necessary to comply with applicable laws or safety regulations. We will inform you of any such changes.

Customer Responsibilities

You are required to cooperate with us in all matters related to the bookings. This includes granting our authorised representatives access to any premises under your control as needed, providing all necessary information to undertake the booking, and obtaining any required licenses and consents unless otherwise agreed upon.

Failure to comply with these requirements constitutes a default on your part, which entitles us to suspend the booking until the issue is resolved. If you do not address the matter following our request, we reserve the right to terminate the Contract with immediate effect upon written notice to you.

Personal Information

We handle and use all information in strict accordance with our Privacy Policy.

By providing your details, you consent to us contacting you via email, phone, and other electronic communication methods.

Basis of Sales

Upon placing a booking through the website, we reserve the right to reject it for any reason, although we will endeavor to inform you of the reason promptly.

The order process is when you complete the booking form one of our representatives will provide you a quotation for your booking. If you are happy to proceed an invoice will be sent for you to pay before the journey begins.

It is your responsibility to ensure that the booking details on confirmation from our representative is correct.

A Contract for the booking is formed only when you receive an email from us confirming your Order (Order Confirmation). You must verify that the Order Confirmation is complete and accurate and notify us immediately of any discrepancies.

We are not liable for any inaccuracies in the booking placed by you. By placing a booking, you consent to receiving the booking confirmation via email, WhatsApp which will include all relevant information (i.e., the Order Confirmation). You will receive the order confirmation within a reasonable time after the booking is established, before the commencement of any services.

These Terms and Conditions are intended to apply solely to contracts entered into by you as a customer.

Retrieval Ltd Vehicle Policies

All children must be accompanied by an adult and must use appropriate car seats or booster seats.

All passengers are required to wear seatbelts while the vehicle is in motion.

Consumption of alcohol and smoking is strictly prohibited in the vehicle at all times.

Consumption of food and beverages is not permitted in any Retrieval Ltd vehicle.

Passengers are responsible for checking their departing flight schedules and ensuring they allocate sufficient time to arrive at the airport.

Airport Pickups

Airport entry and exit fees are included in your booking. At the airport only the FIRST hour is included any extra time required for parking after 60mins will have to be paid by the customer.

Retrieval Ltd is not liable for any additional airport parking fees or parking tickets incurred during airport pickups.

Our driver will be waiting at your specified meeting point or a nearby parking location. Additionally, the driver will greet you at the airport with a sign displaying your name and will pick you up from the airport parking area.

All airport pickups include a complimentary 60-minute waiting period. After this initial period, charges will apply for any additional waiting time.

Retrieval Ltd provides a grace period after your flight lands, allowing you ample time to collect your baggage and clear customs. The standard waiting time of 60 minutes is included in your booking.

If your flight arrives earlier than scheduled, Retrieval Ltd will make every effort to accommodate an earlier pickup, although this is not guaranteed.

Upon landing, please contact the driver by phone, as they will be waiting for you at the designated meeting point in the parking area.

For pickups from specified addresses, including residential or office locations, a complimentary 15-minute waiting period is included starting from the scheduled booking time. After this period, additional waiting time will incur charges.

If our driver is unable to reach the rider by phone or after ringing the doorbell, they will depart from the pickup location. In this situation, the passenger will be required to pay the full fare.

According to company policy, rides are intended to be direct trips, so passengers are expected to be ready at the designated time and place.

Additional charges will apply if the passenger needs to make multiple stops during their journey or alter the destination.

Luggage and Lost Property

Passengers are responsible for selecting an appropriate vehicle that accommodates both their luggage and the number of passengers.

The transportation of dangerous goods, flammable liquids, explosives, and weapons is strictly prohibited.

Passengers must ensure their luggage is loaded and unloaded from the vehicle and that all personal belongings are removed upon disembarkation.

Fees and Payment

The fees for the Services will be quoted and invoiced prior to using our service. Prices for services may be determined either on a fixed price basis or according to a standard hourly rate (if hourly rate service is requested)

Currently we do not charge VAT.

Payment must be made by providing your credit or debit card details with your order. We accept payment through Stripe or PayPal. Payment is processed immediately.

Refunds and Cancellations

All requests for cancellations must be made in writing to [email protected].

You may cancel your order without providing a reason and without incurring any liability up to 24 hours after the booking is placed, provided that the booking time has not yet commenced.

Beyond this 24-hour period, a £20 administrative fee will be deducted from any refund.

For cancellations made within 24 hours of the commencement of the booking, no refund will be issued.

Amendments

All requests for amendments must be submitted in writing to [email protected].

Amendments made up to 48 hours before the start of the booking are free of charge.

Any amendments requested within 48 hours of the booking's commencement will incur a £20 fee.

Please note that all amendments are subject to fare changes and availability.

No amendments to the booking, including changes to the description of services, fees, or other terms, will be valid unless agreed upon in writing by both the customer and us.

Routes

The driver will determine the route at their sole discretion. If the driver assesses that any location or situation is unsafe, inaccessible, or otherwise unsuitable, an alternative route or location will be sought. If necessary, travel may be terminated. In such cases, no refunds will be provided.

Privacy

Your privacy and safety is of utmost importance to us. We are committed to protecting your personal information in compliance with the General Data Protection Regulation (GDPR).

These Terms and Conditions should be read in conjunction with our Privacy Policy and Cookies Policy, which can be found at www.retrievaltransfers.com.

Liability

Retrieval Ltd, as the operator, will assume full responsibility for the transportation services, including any bookings made, even when subcontracting to other licensed operators.

The company will not be held responsible in cases of severe traffic delays, road closures, or adverse weather conditions.

The company is not liable for refunds if the passenger provides incorrect or misleading information, such as an inaccurate phone number, date, or flight details.

To resolve complaints, please email a detailed message to [email protected], including your name, contact information, a clear description of the issue, and any relevant dates or supporting documents. We will acknowledge receipt of your email within a short period and aim to provide a resolution or update promptly.

We confirm that our processes and procedures will strictly adhere to applicable laws. All relevant license numbers can be provided upon request.

Circumstances Beyond Control

If we cannot carry out a booking due to circumstances beyond reasonable control, we will endeavor to notify the other party as soon as reasonably practicable; The party’s obligations will be suspended to the extent reasonable, and the party will not be liable for failures that could not be reasonably avoided. This does not affect the Customer’s rights related to delivery and cancellation.