Terms & Conditions

It is the passenger’s responsibility to ensure that they order the correct type of vehicle in order to carry the numbers of passengers and luggage. If the luggage or passenger number exceeds the specified limit, we will charge your account accordingly. However if the vehicle ordered can not accommodate the excess luggage or the number of passengers we reserve the right to withdraw our services, and full charge will be applied to your account

Prices quoted and paid are for passengers being ready to travel at the booked time.

All phone bookings are taken with great care and detailed attention to ensure accuracy is maintained. Some of the bookings may be recorded for training and verification purposes.

We will not be held liable for any incorrect information provided by third party.

We will send Text confirmations to all of our passengers, provided they have included a valid mobile number with their booking. 

Payments can be made by the following methods:

1. Prepay by Credit/Debit Card
2. Cash to Driver

Any online credit/debit card bookings will be subject to verification and passengers may be asked to provide ID with the credit/ debit card.

For pickups from airports we will allow up to 40 minutes free waiting once baggage in hall and will charge waiting thereafter at £15 per hour (25p per minute)

Pickups from home, hotels, offices, and any other venues are allowed 5 minutes from the actual booked time, thereafter 25p per minute (£15 per hour) will be added to the fare quoted.

Additional passengers and luggages may be added with the permission of Arrived Ltd T/A Embassy Express control to the car ordered but not exceeding the numbers per vehicle type ordered.*subject to additional charges*

Additional drop offs and pickups will be charged per mile with a minimum fee of £5.00 per diversion.

A booking can be cancelled in advance.

Refunds will be issued on the Following Grounds:

• Booking prepaid with a credit card or debit card and cancellation notified 12 hours prior to the actual  pick up time.
• If the  passenger missed the flight and informs us in advance either by e mail, text or via phone and obtains a cancellation number.

No refunds will be issued for the following:

• Cancellations notified under 12 hours
• If the passenger books the PHV for a wrong date, wrong flight number and other misleading information.
• If the passenger leaves the pick up point without informing  us for any reason whatsoever.

If the passenger missed a flight this information must be informed to us immediately so that we will notify the driver not to enter the airport for that pick up. If the journey was pre paid it will be refunded. However if the passenger wishes to take a later flight we will provide the service at no extra cost.

No show is defined as follows: If passenger books a private hire car with us and failed to meet the driver on pick up time, this will include home, hotel and other private address.

This will include wrong date wrong time bookings.

If a passenger books a pick up from an airport and fails to meet the driver in the arrival hall.This means that the driver will wait in the arrival hall up to 1 hour from requested pick up time and if the passenger fails to meet within this time limit or make contact to inform their status at the airport will be considered as a no show.

All bookings pre paid by a credit or debit card will not be refunded in the event of a no show.

If the passenger missed a flight this information must be informed to us immediately so that we will notify the driver not to enter the airport for that pick up. If the journey was pre paid it will be refunded. However if the passenger wishes to take a later flight we will provide the service at no extra cost.

The company accept no liability for the following: Severe traffic delays, road closures, extreme and poor weather conditions.

Our Prices will be 50% higher on the following dates; 24th, 25th, 26th, 31st December and 1st January. This is due to limited drivers available for work during seasonal periods.

Please note that we provide child seats as a courtesy service. Whilst we make every effort to ensure child seats are available, we cannot guarantee, suitability for your child, or availability for your journey. Usage of child seats is entirely at the passenger’s discretion, and we cannot be held responsible or liable for their usage.

We at Arrived Ltd. T/A Embassy Express will ensure you that once your booking request is accepted, we are liable to provide the service as requested. This means we will be on time for the specified pickup date and time. As all our customers pay for their journeys in advance, passengers do not need to pay in cash to the driver. As a company, we are responsible for all financial transactions in relation to your booking.

We at Arrived Ltd. T/A Embassy Express will endeavour to carry out all bookings with our own contracted drivers. However, in exceptional circumstances where our contracted drivers are not available, we will outsource your booking to another reputable service provider. Rest assured that any alternative service providers used will also be licensed and regulated by the Public Carriage Office, who form part of Transport for London.

Regardless of whether your booking is carried out by our contracted drivers or outsourced, Arrived Ltd. T/A Embassy Express will still be responsible for said booking. As a company, we will ensure that renumeration for outsourcing to a third party is taken care of and that your journey is completed in a satisfactory manner.