Terms & Conditions

These Terms & Conditions, together with the booking form and booking confirmation, constitute the agreement between Skyline Cheltenham (“Skyline”, “we”, “us” or “our”) and the customer (“you” or “your”) concerning the provision of pre-booked private hire journeys and airport transfer services.

By submitting a booking and accepting these Terms & Conditions, you agree to the terms set out below. Nothing in these terms affects any statutory rights you may have under applicable UK law.

1. GENERAL
  1. These Terms & Conditions apply to bookings made through our website, by email or by telephone. If you make a booking on behalf of another passenger, you confirm that you have the authority to provide the necessary information and accept these terms on their behalf.
  2. Any variation to these terms or to a confirmed booking must be agreed with Skyline in writing, except where applicable law or licensing requirements provide otherwise.
  3. If any provision of these terms is held to be invalid, unlawful or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.
  4. Private Hire Operator Licensing.

Skyline Cheltenham Ltd arranges pre-booked private hire journeys in accordance with applicable private hire licensing legislation and licence conditions. The company’s stated licensing authority is Gloucester City Council. The relevant operator licence must be valid and the applicable licence details must be confirmed before publication of this document.

2. USE OF WEBSITE
  1. When making a booking through our website, you must provide accurate and complete information, including your pick-up location, destination, postcodes, contact details, passenger numbers and luggage requirements. You are responsible for checking the accuracy of your booking details.
  2. You must be at least 18 years old and legally capable of entering into a booking agreement.
  3. We will make reasonable efforts to fulfil your booking but cannot guarantee availability in every circumstance. We reserve the right to refuse or cancel a booking where reasonably necessary, including where a journey cannot be provided safely, lawfully or in accordance with licensing requirements. If we cancel a confirmed booking and have received payment for a service we will not provide, we will refund the amount due in accordance with applicable law.
  4. We collect and use personal information to administer bookings, communicate with customers, arrange journeys, process payments, handle complaints and comply with legal obligations. Information may be shared with drivers, payment processors, service providers, insurers or relevant authorities where necessary and lawful. Please refer to our Privacy Policy for further details.
  5. Our website may use cookies and similar technologies to improve functionality, analyse website usage and support relevant services. Where required by law, we will request consent before using non-essential cookies. You may manage cookie preferences through the available website settings or your browser.
3. BOOKINGS AND JOURNEYS
  1. When you enter your journey details, we will endeavour to provide a suitable quotation based on your requirements, journey details and vehicle availability.
  2. You are responsible for ensuring that all booking details, including pick-up and destination postcodes, are correct. A booking request constitutes an offer to book a journey and is not confirmed until we issue a booking confirmation. Incorrect or incomplete information may result in delays, additional charges or an inability to complete the journey. Any additional charges must be reasonable and applied in accordance with the information provided at booking and applicable law.
  3. If you need to amend or correct a booking, please contact us by email at [email protected] as soon as possible. Amendments are subject to availability.

    If an amendment increases the fare, you will be required to pay the additional amount before the change is confirmed. If an amendment reduces the fare, any refund due will be calculated accordingly.
  4. The driver will select a reasonable route, taking account of traffic conditions, road closures, diversions, road safety and other relevant circumstances. If you request an additional stop or a significant diversion, an additional charge may apply. Where reasonably practicable, the additional charge will be confirmed before the change is made.
  5. We are not responsible for delays caused by severe traffic, road closures, accidents, extreme weather or other circumstances outside our reasonable control. We will make reasonable efforts to communicate significant disruption where practicable.
  6. Seasonal and Peak-Date Pricing
    Our standard fares may be increased by 50% on the following dates and periods:
    • 24 December
    • 25 December
    • 26 December
    • 31 December
    • 1 January
    • The Cheltenham Festival period
  7. Any applicable seasonal surcharge will be disclosed before you confirm your booking.
  8. We reserve the right to correct genuine typographical errors or pricing errors displayed on our website. If an error affects your booking, we will inform you as soon as reasonably possible. You may choose to proceed at the corrected price or cancel the affected booking and receive a refund of payments made for the affected service.
  9. Child Seats
    We do not provide child car seats as standard. Customers should arrange and bring any child seat required for their child and ensure that it is appropriate and fitted safely.

    If agreed in advance, we may store a customer’s child seat for use on a return journey. A £10 storage fee may apply, payable to the driver in cash or through an agreed card payment arrangement.
  10. Our website may accept booking requests online 24 hours a day, subject to website availability. Submitting a request does not guarantee that the booking has been accepted or confirmed.
  11. Online bookings are not accepted for journeys scheduled to depart within eight hours of the booking request. For urgent journeys, please contact us directly to enquire about availability. Acceptance of urgent bookings is not guaranteed.
  12. Tolls and Additional Charges
    Tolls, congestion charges, clean-air-zone charges, parking charges and other applicable third-party fees are not included in instant online quotations unless expressly stated. Where applicable, these charges may be payable separately by the customer.
4. CANCELLATIONS, FLIGHT DELAYS AND REFUNDS
  1. Customer Cancellations Cancellations must be submitted by email to [email protected] or through the contact method provided on our website. Please include your booking reference. Our standard cancellation policy is as follows:
    • More than 24 hours before pick-up: A refund will normally be provided, less a 2.5% cancellation or payment-processing deduction where lawful and applicable.
    • Within 24 hours of pick-up: A cancellation charge may apply, reflecting the reasonable costs or losses incurred and the terms disclosed at booking.
    Cancellation charges will be applied in accordance with applicable consumer law. Nothing in this clause excludes any cancellation, refund or other right that cannot lawfully be excluded.
  2. Flight Delays We understand that flights may be delayed by airlines or airport circumstances. Please provide your flight number and notify us of any significant changes as soon as possible. We will make reasonable efforts to accommodate flight delays, subject to driver availability and the applicable waiting-time policy.
  3. Deposits for Cash Bookings
    Where a deposit has been paid for a booking intended to be settled in cash, any refund will be calculated in accordance with clause 4.1 and the applicable booking terms.
  4. Driver Delays and No-Shows
    If the driver has not arrived within 15 minutes of the agreed pick-up time, or within 30 minutes at an airport pick-up, please contact us promptly.
    If the delay means that you reasonably decide not to proceed with the journey, we will review the circumstances and refund amounts due for the service not provided, in accordance with applicable law.
    If you choose to continue with the journey after the driver arrives late, the fare will remain payable, subject to any rights or remedies available to you under applicable law.
  5. Failure to Travel
    If you no longer wish to use our service, you must notify us and cancel the booking. If you fail to attend the agreed pick-up point without notifying us, the booking may be treated as a no-show and a charge may apply in accordance with the terms disclosed at booking and applicable law.
  6. Cancellation of Return Journeys
    If you wish to cancel a return leg, please contact us as soon as possible. Any refund will depend on the cancellation terms, the timing of the request and whether the return service has already been dispatched or commenced. We will confirm any refund due.
  7. Refund Processing
    Approved refunds for prepaid bookings will normally be returned to the original payment method within seven business days. Your bank or payment provider may require additional time to make the funds available.
  8. Refund Enquiries
    Please contact us as soon as possible regarding cancellations, driver no-shows or refund enquiries. This does not limit any statutory rights or legal time limits that apply to your claim.
  9. Incorrect Booking Details
    If inaccurate or incomplete pick-up or destination information prevents the driver from completing the journey, reasonable additional costs may apply where lawful. Any refund will be assessed according to the circumstances and applicable law.
  10. Missed or Cancelled Flights
    If you miss or cancel your flight, you must notify us immediately by telephone or email so that we can inform the driver.
    If you require collection following a later flight, a new booking may be required, subject to availability and the applicable fare. Where a prepaid service cannot be cancelled without reasonable cost, a cancellation charge may apply in accordance with the booking terms and applicable law.
  11. Airport Waiting Time
    We include up to 60 minutes of waiting time from the recorded flight landing time for airport collections.
    After the free waiting period, the following charges apply:
    • £15 for the first 20 minutes of chargeable waiting time.
    • £0.50 for each additional minute thereafter.

    Customers should provide accurate flight details and notify us of significant changes as soon as possible. Waiting charges will be applied in accordance with the information disclosed at booking.
5. PAYMENT
  1. Card Payments
    When selecting the “Pay by Card” option, you agree to pay the quoted fare at the time of booking unless otherwise stated. Bookings are subject to successful payment authorisation.
  2. Declined Payments
    If your card issuer declines or refuses a payment, we may be unable to confirm or fulfil your booking. We will notify you where reasonably practicable.
  3. Cash Payments
    When selecting the “Pay by Cash” option and paying a deposit in advance, the remaining balance must be paid directly to the driver at the end of the journey unless your booking confirmation states otherwise.
  4. Changes After Confirmation
    Once a booking has been confirmed, changes and cancellations are subject to these Terms & Conditions and any applicable statutory rights.
  5. Alternative Payment Methods
    If a card payment fails, you may be asked to provide an alternative accepted payment method. We reserve the right to cancel a booking if payment cannot be completed.
  6. Receipts
    We will provide a receipt for payments made to us by sending it to the email address supplied during booking or by another appropriate method.
  7. Additional Requirements
    The quoted fare does not include additional requirements unless expressly stated. These may include additional stops, extra waiting time, vehicle upgrades, additional luggage requirements or agreed child-seat storage.
    Any additional charges will be communicated where reasonably practicable. Tips are optional and entirely at the customer’s discretion.
  8. Route Changes
    If you request a diversion, additional stop or material change to the booked route, additional charges may apply. Where practicable, these charges should be agreed before the change is made.
  9. Cash Payments to Drivers
    Customers paying the driver directly should request a receipt where available. Any concern about a payment should be reported to us promptly at [email protected].
6. INSURANCE AND PRIVATE HIRE REQUIREMENTS
  1. All journeys must be arranged in accordance with applicable private hire licensing requirements. Private hire vehicles must be booked in advance through the appropriate licensed operator.
  2. Drivers and vehicles used for a journey must hold the licences and insurance required by law. Customers may contact the relevant licensing authority if they have a concern about licensing.
  3. Customers are responsible for arranging appropriate insurance for their own personal belongings. Nothing in these terms excludes or limits liability where such exclusion or limitation is prohibited by law.
  4. Private hire vehicles must not be hailed in the street or engaged at a taxi rank as though they were licensed hackney carriages. Customers should make sure their journey has been properly booked and confirmed.
7. LIABILITY AND LIMITATION OF LIABILITY
  1. Skyline Cheltenham Ltd is responsible for the booking arrangements and obligations that apply to it as the private hire booking provider or operator. We will make reasonable efforts to assist with complaints concerning a journey.
    Nothing in these terms requires you to pursue a claim solely against a driver where the law permits a claim against Skyline Cheltenham Ltd.
  2. We take reasonable steps to ensure that journeys are arranged with appropriately licensed drivers and vehicles. Customers may contact the relevant licensing authority if they wish to verify licensing details or raise a licensing concern.
  3. We are not responsible for delays or disruption caused by events outside our reasonable control, including severe traffic, road closures, accidents, extreme weather, public emergencies or industrial action. We will take reasonable steps to minimise disruption where practicable.
  4. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights, or any other liability that cannot lawfully be excluded or limited.
  5. To the extent permitted by law, we are not liable for indirect or consequential losses that were not reasonably foreseeable when the booking was made. This provision does not affect any statutory rights or remedies available to consumers.
  6. Journey Times and Arrival Estimates
    Any journey durations or estimated arrival times displayed on our website or communicated to customers are estimates only. Actual journey times may be affected by traffic, road closures, weather conditions, diversions and other circumstances.
    Customers are responsible for allowing sufficient time to reach airports, railway stations, appointments and other destinations. We recommend allowing an appropriate additional margin for check-in and other onward arrangements.
  7. Booking Notifications
    We may provide booking updates through email or SMS text messages. We cannot guarantee the delivery or timing of such messages because they may depend on third-party networks or service providers. Customers should ensure that their contact details are accurate and contact us if they require confirmation.
  8. The provisions of this section shall continue to apply after the completion or cancellation of a booking to the extent necessary and permitted by law.
8. PASSENGER BEHAVIOUR AND SAFETY
  1. Passengers must behave respectfully and comply with reasonable safety instructions from the driver.
    If a passenger behaves abusively, violently, dangerously or in a way that materially compromises the safety of the driver or other passengers, the driver may refuse to commence or continue the journey where reasonably necessary. Where a journey is stopped, the driver should do so at a safe location wherever practicable.
    Any additional charges arising from such circumstances will be assessed fairly and in accordance with applicable law.
  2. Alcohol must not be consumed inside the vehicle unless expressly permitted in advance by the operator and driver. Illegal drugs and unlawful substances are prohibited.
  3. A driver may refuse carriage where there are reasonable grounds to believe a passenger’s condition or behaviour presents a safety risk, including serious intoxication or drug impairment. Any decision must be made in accordance with applicable law and without unlawful discrimination.
9. LUGGAGE, PROPERTY AND RESTRICTED ITEMS
  1. Drivers will not carry items that are illegal to possess or that pose a safety risk, including hazardous, explosive, flammable or dangerous substances.
  2. Customers must disclose unusually large luggage, fragile items or special transport requirements when booking. We may refuse items that cannot be transported safely or lawfully or that exceed the capacity of the booked vehicle.
  3. We do not accept money, securities, jewellery, precious metals or other exceptionally valuable items for carriage as a separate delivery service unless expressly agreed in writing.
  4. Customers should ensure that belongings are properly packed and secured. To the extent permitted by law, we are not responsible for loss or damage caused by improper packing, prohibited items or belongings left unattended.
    Nothing in this clause excludes liability where exclusion is prohibited by law.
  5. Nothing in this section excludes or limits liability for death or personal injury caused by negligence or any other liability that cannot lawfully be excluded.
10. PRIVACY POLICY
  1. Skyline Cheltenham Ltd will handle personal information in accordance with applicable UK data protection legislation and its Privacy Policy.
  2. Personal information may be used to manage bookings, arrange journeys, communicate with customers, process payments, address complaints, maintain safety and comply with legal or licensing requirements.
  3. Where necessary and lawful, information may be shared with drivers, payment processors, service providers, insurers, regulators or law enforcement authorities.
  4. Our Privacy Policy should be made available on our website and should explain what information we collect, how it is used, how long it is retained, who it may be shared with and how customers can exercise their data protection rights.
  5. Our use of cookies and similar technologies will be explained in the relevant website cookie notice. Consent will be obtained where required by law.
11. MISCELLANEOUS, NOTICES AND GOVERNING LAW
  1. Failure by either party to enforce any right or provision of these terms immediately shall not constitute a waiver of that right or provision.
  2. All notices, complaints and customer service enquiries to Skyline Cheltenham Ltd should be sent to:

    Email: [email protected]
    Registered/business address:
    Haslam House
    105 Chorley Old Road, Office 1
    Bolton, England
    BL1 3AS

    Gloucester trading address:
    Southgate House
    Southgate Street
    Gloucester, England
  3. We will normally contact customers using the email address or telephone number provided during booking. Customers are responsible for ensuring their contact details are accurate and accessible.
  4. These Terms & Conditions are governed by the laws of England and Wales. Nothing in these terms removes any mandatory consumer protections or legal rights that apply to a customer.
  5. These terms, together with the booking details, confirmation and any applicable policies incorporated into the booking, form the agreement concerning the booked service.
Please note that some calls may be recorded for quality and training purposes.