Albatross Cars Derby LTD, (hereafter referred to as the Company), is a licensed Private Hire Operator and as such acts as an agent for self-employed Private Hire drivers, (hereafter referred to as the Driver).

Our Terms and conditions are set out below.

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GENERAL

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These terms and conditions apply between Albatross Cars Derby Ltd ("the Company") and the customer ("the Customer"). All other terms, warranties, and conditions implied by statute or common law are hereby expressly excluded to the maximum extent permitted by law.

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PASSENGER CONDUCT

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We request that all customers behave in a respectful manner. Any abusive, threatening language, aggressive behaviour or racism towards a staff member or driver of Albatross Cars Derby Ltd will not be tolerated, and such conduct may result in the denial or termination of services. All Customers are required to have the sufficient funds to pay for their fare. Failure to pay, also referred to as “bilking”, will be reported to the police and you may be restricted from using our services.

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FARES/CHARGES

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Fares are based on the tariff applicable at the time of the journey (copies available upon request). The route taken will be the most efficient in terms of time and distance. Charges will be calculated as follows: a minimum charge applies to each booking, and mileage is charged according to the current schedule of rates. Charges apply from the pick-up point to the drop-off point or any additional (via) addresses, unless otherwise agreed with the Customer. Waiting time is charged at the prevailing rate per minute or part thereof. Soiling charges will be applied as needed at the current rate. VAT, at the applicable rate at the time of invoicing, will be added to the total cost of all journeys, waiting time, and any other charges (account customers only).

In the case of unpaid journeys, we reserve the right to refuse future bookings.

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All change-related queries must be resolved directly between the driver and passenger during the journey. We are unable to get involved in any disputes regarding incorrect change. It is also the passenger's responsibility to verify the authenticity of any notes they are given to ensure they are legitimate.

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When making a booking, you must inform us if you or any passenger wishes to bring a domestic animal in the vehicle. For dog-friendly vehicles, please be aware that an additional charge of £3.50 will automatically be applied to your booking (this charge is separate from any *soiling fee that may apply during the journey). **Guide dogs and service dogs are exempt from this requirement and may be transported without prior notification when making a Passenger Services booking. A passenger must be present in the vehicle with the pet throughout the journey, and the animal must be properly secured.

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*Our soiling fee is dependent on individual circumstances, maximum of £75.00 dependant on the valeting/clean-up costs and the lost driver earnings, as fixed upon picture evidence received by the Controller on shift at the time.

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** If you have encountered any issues while travelling or booking with a guide dog/assistance dog, please feel free to contact us at: customerservice@albatrosscars.com.

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BOOKING

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Telephone calls may be monitored or recorded for training or quality purposes. All bookings must be made via email/telephone/App or Web. The Company may, at its own discretion without liability and without reasons, refuse to accept any booking. In the event of cancellation by the Customer or passengers, the Customer is liable for all costs incurred from the time when a Driver is assigned to the booking until cancellation. Receipts are not automatically issued by the Driver but are available on request.

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SAFEGUARDING

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Passenger Safeguarding Policy

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At Albatross Cars Derby Ltd, the safety and well-being of our passengers are of the utmost importance. We take safeguarding very seriously and are committed to providing a secure environment for all passengers, particularly those who are vulnerable.

Key Points:

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1. Driver Training: All of our drivers complete comprehensive safeguarding training as part of their licensing requirements. This training covers the identification of vulnerable passengers, how to manage difficult situations, and how to handle safeguarding concerns.

2. Reporting Safeguarding Concerns: If you have any concerns or feel that you or someone else has been put at risk during a journey, please do not hesitate to contact us immediately. We encourage all passengers to report issues, no matter how small, so that we can investigate and take appropriate action.

3. Investigation and Action: All reports of safeguarding concerns will be treated with the highest priority. We will thoroughly investigate any issues raised and take necessary action to ensure the safety and protection of all passengers.

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Your safety is our priority, and we are dedicated to maintaining a safe and secure service for everyone. Thank you for your trust and cooperation.

 

INSURANCE

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Whilst traveling in a vehicle supplied by the Company, the Customer or its agent and the customers or its agents’ property will be covered by the Driver’s third-party insurance. Precise details of third-party cover cannot be shown here as each policy may differ slightly

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EXTENT OF THE COMPANY’S LIABILITY

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All pick-up times provided are estimates only. Pre-arranged pick-up times may also be subject to unforeseen delays, both internal and external to our company. While we will make every reasonable effort to pick up and transport passengers to their destinations on time, the Company will not be held liable if the actual pick-up time or journey duration exceeds the estimated time or the Customer’s expectations. The Company accepts no liability for the time at which passengers reach, or fail to reach, their destination. It is the responsibility of the Customer or passengers to ensure that valuable or unusual items are properly insured. All personal property is carried at the sole risk of the Customer, and it is the Customer’s responsibility to ensure they have all their personal belongings when exiting the vehicle. The Company is not responsible for any loss of property left unattended in the vehicle. In the event the Company cancels a booking, it shall have no liability to the Customer or passengers, provided that reasonable efforts have been made to fulfil the booking.

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TEXT SERVICES

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We may send you text messages to enhance your service provided by us. Similarly, these messages may be sent by our partners, where we have utilised their service to fulfil part or all your bookings. We and our partners also use text messages to inform you of any new services we offer that may be of interest to you. To opt out of any of these text messages simply call us on 01332345345 or email info@albatrosscars.co.uk to be removed.

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ALTERATION TO THESE TERMS AND CONDITIONS

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The Company reserves the right to amend or vary these terms and conditions in any respect at its own discretion and within a reasonable time frame.

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CONTACT:

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Questions, comments and requests regarding this policy should be addressed to info@albatrosscars.co.uk.

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PROMOTIONAL CODE

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Any offer, promotion, code, special (“the Offer”) offered by Albatross Cars Derby Ltd(“We”) has the following Terms and Conditions:

a. The Offer runs for a finite period, as defined in the Offer Terms and Conditions below or on the coupon itself.
b. If no end date is defined on the advertisement, coupon or voucher then the time limit for the offer is a maximum of 30 days after the campaign started.
c. The Offer cannot be used in conjunction with any other offer/codes or special offers can only be used 1 at a time.
d. We reserve the right to exclude any person from participating in the Offer on reasonable grounds.
e. We reserve the right to end the Offer or to amend these terms and conditions at any time without prior notice.
f. The Offer is subject to availability.
g. The Offer can only be redeemed once by the same customer/account holder within the period of validity (unless specifically overridden by an additional Term and Condition).

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MODIFICATION AND TERMINATION

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 We may modify these Terms or terminate use of the Services, and/or the Booking Channels at any time by publishing such change on our website, or any other Booking Channel that we make available at our sole discretion. If you do not agree to any changes, you must stop using the Services and the Booking Channels. We reserve the right to change, suspend, terminate, discontinue and/or cease the operation of all or part of the Services and/or one or more (or all) of the Booking Channels (including for the avoidance of doubt any aspect of the Services and/or the Booking Channels) from time to time at our sole discretion.

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BASIS OF TAXI SERVICE TERMS

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The Taxi Driver has appointed Albatross Cars Derby Ltd as its disclosed Operator, acting as an intermediary between the Customer and the Taxi Driver. The Customer acknowledges that Albatross Cars Derby Ltd accepts taxi bookings, may collect payment from the Customer and offers customer support services.

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SUPPLY OF SERVICES

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The Taxi Driver shall use all reasonable endeavours to meet any performance dates and times specified in a Taxi Booking but any such time shall be formed on estimates only.

By using our booking system or ordering a vehicle for a journey, you agree to the Company’s terms and conditions.

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COMPANY POLICIES

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LOST PROPERTY POLICY

Here at Albatross Cars Derby Ltd, lost property is typically kept for a period of 30 days. After this holding period, if the item remains unclaimed, it will be donated to charity. The lost property is safely stored until the holding period expires. If the item isn't claimed by then, it will be disposed of according to Company policy.

We take the return of lost property seriously but wish to clarify the following points regarding our policy:

1. Customer Responsibility: All lost property is the responsibility of the customer. We will not accept any liability for lost items. We advise all passengers to check they have their property with them when leaving a vehicle. Please remember that many other passengers will use the same vehicle in the same day.

2. Security Checks: A security check will be conducted when lost property is collected from our office to ensure that all items are returned safely and securely to its rightful owner.

3. Efforts to Return Lost Property: We always strive to return lost property items to their rightful owners as quickly and efficiently as possible

4. Claiming Lost Property: Customers are advised to report any lost items promptly. We will retain found items for a period of 30 days, after which they will be disposed of or donated if not claimed. When contacting us regarding lost property we will require full details of your booking as this will enable us to identify which vehicle and driver conducted your journey, we will then contact the driver, and a vehicle check will be carried out to locate the item. If located, the driver will be asked to bring the lost property to our office ready for collection. Delivery can typically be arranged, however delivery requires payment based on the drivers location and the destination address for the delivery and must be pre paid for.

5. Pre-Payment Required: Customers are required to pre-pay for the delivery of any lost property items, this can be arranged with a call agent by calling us on 01332 345345.​

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We cannot accept responsibility for property believed to have been left in the possession of a driver partner or their vehicle.

If there is a dispute, you should report your concern to the Police or local licensing authority

            

REFUND & COMPENSATION POLICY

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 REFUND

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  To be eligible for a refund, the following conditions must be met:

1. Pre-booking Requirement: The journey must have been pre-booked a minimum of 48 hours in advance.

2. Late Arrival: The driver must arrive at least 45 minutes later than the original booked pick-up time. We advise to leave a minimum of 40 minutes travelling time to avoid potential delays, especially in Peak Rush Hour times.

3. Exclusions: Refunds will not be granted in the event of delays caused by adverse weather conditions, as these are outside of our control and may result in unavoidable delays.

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COMPENSATION

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Compensation Policy for Train and Coach/Bus Tickets

To qualify for compensation for train and coach/bus tickets, the following conditions apply:

1. Pre-booking Requirement: The taxi journey must have been pre-booked a minimum of 48 hours in advance.

2.  Late Arrival: The driver must be delayed by more than 45 minutes in arriving at the pick-up address. We advise to leave a minimum of 40 minutes travelling time to avoid potential delays, especially in Peak Rush Hour times.

3. Timeliness Responsibility: Passengers are responsible for ensuring that they allow ample time for travel to their destination. The company will not be held liable for any missed trains, coaches, or other appointments due to insufficient time being allocated by the passenger for the journey.

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• No Compensation or Refunds: In the event that a passenger misses a train, coach, or any other planned transportation due to inadequate travel time, the company will not provide compensation or refunds for any missed services or additional expenses incurred.

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• Liability Disclaimer: The taxi company is not responsible for delays caused by circumstances beyond our control, including but not limited to traffic, road closures, or accidents.

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1. Assessment on an Individual Basis: Refunds or compensation for train and coach/bus tickets will be assessed individually based on the specific circumstances of each booking.

2. Compensation Percentage: Please note, the refund is up to a maximum of 50% of the total fare based on individual circumstances and is at the discretion of the management

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DELAY POLICY

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In the event of delays, our goal is to minimise inconvenience and ensure your pick up as soon as possible. Delays may occur due to traffic, weather conditions, or unforeseen circumstances, these can also include but are not limited to, the following events.

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Football Matches

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When DCFC play at their home stadium Pride Park, delays will inevitably occur. These are estimated to be 60-90 minutes however this can differ depending on the volume of traffic per match.

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Your driver may call you directly to arrange a more convenient pick-up location, we suggest The Merlin, David Lloyd Gym, The Harvester, Nicco, Burger King or Tim Hortons.

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Friday Afternoon Delays

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Please be aware that on Friday afternoons, our Muslim drivers attend prayer at a local mosque between 12:30 PM and 2:30 PM. During this time, delays may occur, but we always make every effort to minimise any inconvenience.

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We appreciate your understanding and patience, and we strive to ensure that all rides are completed as efficiently as possible. Thank you for your continued support.

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Waiting Time Charges

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Waiting time applies to all journeys and is charged whenever the vehicle is stationary during the ride. This includes situations such as waiting at traffic lights, roundabouts, junctions (while waiting to turn), or sitting in traffic.

For details on the waiting time charges, please refer to the Fare scale displayed inside of each vehicle, which indicates the applicable rate based on the vehicle size.

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• Festive Periods

• These will include but are not limited to Eid, Ramadan and Christmas.

• Other Events

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Any or all other large-scale events such as concerts (including but not limited to Download festival) may be a cause of unexpected delays.

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COMPLAINT POLICY

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At Albatross Cars Derby Ltd, we take all complaints very seriously. Our customer service team, led by the department manager, is dedicated to ensuring that any concerns or issues raised by our customers are thoroughly investigated and resolved promptly.

We aim to acknowledge and address all complaints within 2 working days of receiving them. Our goal is to provide a fair and transparent resolution, ensuring that every customer’s experience with us is handled professionally and efficiently.

If you have a complaint, please don’t hesitate to contact us either via telephone call on 01332 345345 or email customerservice@albatrosscars.com where the full details will be taken, logged and passed onto the relevant team who will contact you back within the stated timeframe.

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 We value your feedback and are committed to improving our services.

 

AIRPORT POLICY

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1. Purpose

This policy outlines the waiting time charges for all taxi services with airport pickups. It aims to clearly define how waiting times are calculated, ensure transparency, and maintain fairness for both passengers and drivers.

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2. Definitions

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• Waiting Time: The time a taxi spends at the airport after the flight has landed, awaiting the passenger’s arrival or clearance.

• Grace Period: The first hour of waiting time, which is included within the quoted fare.

• Excess Waiting Time: Any time exceeding the initial grace period of 1 hour, for which additional charges apply.

• Deferred Collection: A request made by the customer to delay the pickup for a specific period after the flight lands.

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3.  Standard Waiting Time (For All Bookings)

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• Included Waiting Time: For all journeys where the pickup is from an airport, 1 hour of waiting time is included in the quoted price. This starts from the time the flight lands.

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3.1 Excess Waiting Charges

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• After the first hour, waiting time is charged at the following rates:

  • Normal Saloon Car: £18.00 per hour

  • 5-6 Seater Minibus: £26.00 per hour

  • 7-8 Seater Minibus £28.00 per hour

  • 16 Seater Minibus: £50.00 per hour

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These charges apply regardless of the reason for the delay.

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3.2 Deferred Collection Requests

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• Deferred Collection Time: If a customer requests a "deferred" collection time (e.g., [X] minutes after the flight lands), the taxi will arrive based on the agreed deferred time. However, passengers are not entitled to any additional waiting time beyond this agreed period.

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• 3.3  No Compensation for Early Arrival: If the passenger(s) is ready earlier than the deferred time, they may need to wait for the scheduled collection time. No compensation will be offered in this case if the passenger has to wait.

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4.0 Account Jobs

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• Free Waiting Time: For account jobs (corporate clients, regular passengers, etc.), the first 45 minutes of waiting time are free of charge.

• Excess Waiting Charges for Account Jobs: After the 45-minute grace period, waiting time will be charged according to the rates listed in Section 4.2 above.

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5. Payment and Documentation

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• Waiting Time Payment: Waiting time charges will be added to the final fare and collected at the end of the journey. Passengers will be informed of any additional waiting charges before the journey proceeds.

• Driver Documentation: Drivers must log the time of arrival at the airport and note the time of pickup. The waiting time will be calculated based on the documented arrival and pickup times.

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6. Dispute Resolution

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• If a passenger disputes the waiting time charges, the taxi driver will provide a receipt with documented waiting times. Disputes will be reviewed by Albatross Cars Derby Ltd  customer service department and resolved accordingly.

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7. Exceptions

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• Special Agreements: Special arrangements may apply to corporate or regular customers, including extended waiting times or discounts on waiting charges, subject to prior agreement in writing (email).

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8. Policy Amendments

Albatross Cars Derby Limited reserves the right to amend or update this policy at any time. Any changes will be communicated to drivers and passengers through official channels.

This policy ensures clarity for both drivers and passengers regarding waiting times at airports while maintaining fairness and transparency in the charges.