Terms & Conditions

These terms and conditions and the web-based booking form constitute the entire Agreement concerning the provision of Taxi service (“Service”) between you and TWLT ltd. Completion of the booking and use of the Service indicates your unconditional acceptance of the terms and conditions set out in this Agreement.

1. Our company may change these terms and conditions at any time. Existing bookings will be at the rate booking is made.
2. We request a minimum of 12 hours notice for any online bookings. If your booking is less than 12 hours, please call our office to check availability.
3. You must allow sufficient time when booking your taxi to allow for the check-in times required by your airline and for any delays caused by traffic conditions. We shall not be responsible for any delay caused by your failure to allow enough time to reach your destination or if the passengers are not ready for collection at the booked time.
4. You must order a suitable car size for the number of passengers and luggage. Our company cannot guarantee to carry excessive amounts of luggage.
5. You must supply all information required on the booking form, please use the special notes box to inform us of anything.
6. If there are any changes or variations including extra mileage extra waiting time or deviations to the journey other than what was agreed at the time of booking, the client will be charged extras in accordance with our pricing structure.
7. Incoming flights allows 45 mins free waiting time after which waiting charges will apply. Please allow enough time for immigration & baggage to avoid unnecessary waiting charges.
8. For airport pick up our driver will wait up to 90 minutes, without having made contact with the passenger. If after 90 minutes driver still has not made contact with passenger, this will result as a no show & no refund will be offered.
9. If you need to cancel your booking, please contact Travel Wise Luxury minibus as soon as possible. We will be happy to cancel & refund a booking as long as we have 24 hours notice. If you cancel a booking after the vehicle has been dispatched then a charge will be incurred; the charge will be based on the distance/time that the allocated driver has travelled/spent prior to the point of cancellation.
10. We take complaints very seriously and investigate every complaint thoroughly. Please email or call us quoting your reference number and as much information as possible.
11. At times our company may use sub contractors/ partner company to cover a journey.
12. You shall be responsible for the behavior of all the passengers in the car during the journey. You will be charged to cover cleaning costs in the unlikely event of the vehicle being soiled by any passenger. A full receipt can be emailed direct to you or a hand written business card size receipt can be supplied by your driver. *Please note that an emailed receipt can take up to two working days if asked for on the day of travel to your driver*
13. Our company have the right to refuse to carry any passenger who is thought to be under the influence of alcohol or drugs.
14. Our company will refuse or terminate any booking with immediate effect if your behavior possess any driver or vehicle at risk of damage, violence or abuse by you or any passenger in your party. All passengers will be asked to vacate the vehicle as soon as it is safe to do so. No refund will be given.
15. Our company will track all incoming flights, to ensure our driver reaches you at your specified time.
16. Whilst we do our utmost to ensure our drivers are punctual and arrive on time, you will understand that we cannot accept responsibility for delays caused by circumstances beyond our control.
17. Our company shall use all reasonable endeavours to get you to your destination on time, but shall not be liable for any loss due to delays caused by road or traffic conditions beyond its control on the journey.
18. Please note that a child, no matter what age, counts as one passenger. If a child seat is required please inform the office at the time of booking. We will try our utmost best to provide a baby / booster seat Or if you have your own child seat you are most welcome to bring it. Please note that the installation of the child seat must be carried out by you.
19. If the driver is stuck in traffic or for any other reasons cannot reach in time at the point of collection, we will try to provide you with a car from one of our partners.
20. In the event that our driver does not show up at the scheduled time for collection, please contact our office. If you leave the pickup point without informing us we will not be liable for any compensation to you. If you take a minicab or a black cab from another company without our consent we will not be liable to pay you the price for it or refund you.
21. We reserve the right to change without notice, your Minicab, Taxi, and Chauffeur or Chauffeur driver at any time if necessary. Our company maintains a strict non-smoking policy in all its vehicles. Eating, drinking and smoking are not permitted in our vehicles.
22. All our vehicles are fully insured for passenger and third party claims. However, customer’s properties are carried entirely at their own risk.
23. Clients are responsible for ensuring that their luggage is loaded/unloaded at all times. Our company or our sub contractors shall not be held responsible/liable for any loss/damage to such property.
24. If the car breaks down during your journey, our company will endeavor to arrange an alternative car to complete the journey as soon as possible.
25. Our company shall be entitled to cancel all services and provide refunds in the event of a declared national emergency, riot, war, fuel shortage, extreme weather or terrorist attack, or other circumstances beyond its control.
26. It is illegal to make a private booking with our drivers. Our company will not be liable for any situation faced by the passenger while traveling on a booking not confirmed with the office.
    
    
    

    GDPR Privacy Policy for TWLT Ltd (Travel Wise Luxury Minibuses)

    Effective Date: 12/03/2024

    1. Introduction
    TWLT Ltd ("we," "us," "our") is committed to protecting and respecting your privacy. This GDPR Privacy Policy outlines how we collect, use, store, and protect your personal data in compliance with the General Data Protection Regulation (GDPR).

    2. Data Controller
    TWLT Ltd is the data controller for the personal information you provide. If you have any questions about this policy, you can contact us at:

    TWLT Ltd
    Apartment1, Alder House, The Avenue, Tunbridge Wells, TN2 3FU
    [email protected]
    01892322123

    3. Data We Collect
    We may collect and process the following personal data:

27. Name
28. Contact details (email, phone number, address)
29. Payment details (processed securely)
30. Booking details (pick-up and drop-off locations, travel history)
31. Communication records (emails, messages, and customer support interactions)
32. CCTV or dash cam recordings for security and safety purposes

4. How We Use Your Data
We use your personal data for the following purposes:

• To process and manage your bookings
• To provide customer support
• To send service-related communications
• To improve our services
• To comply with legal obligations
• To ensure passenger and driver safety through CCTV or dash cam monitoring

5. Legal Basis for Processing
We process personal data based on:

• Contractual necessity (to fulfill your booking)
• Legitimate interest (to improve our services and respond to queries)
• Legal compliance (to meet regulatory requirements)
• Consent (for marketing communications, where applicable)

6. Data Sharing
We do not sell or rent your personal data. We may share your information with:

• Payment processors for secure transactions
• Regulatory authorities if required by law
• Service providers (e.g., IT support, email services) under strict confidentiality agreements
• Law enforcement agencies when required by legal obligations, particularly in relation to CCTV or dash cam recordings

7. Data Security
We implement appropriate security measures to protect your personal data from unauthorized access, alteration, or disclosure.

8. Data Retention
We retain your data only for as long as necessary to fulfill our obligations or as required by law. CCTV or dash cam recordings are stored securely and deleted after a reasonable retention period unless required for legal or security purposes.

9. Your Rights
Under GDPR, you have the right to:

• Access your personal data
• Request correction of inaccurate data
• Request deletion of your data (subject to legal obligations)
• Restrict processing of your data
• Object to data processing
• Request data portability
• Withdraw consent for marketing communications

10. Exercising Your Rights
To exercise your rights, please contact us at [email protected]. We will respond to your request within the GDPR-required time frame.

11. Complaints
If you believe your data protection rights have been violated, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) or your local data protection authority.

12. Policy Updates
We may update this policy periodically. Any changes will be communicated via our website or other appropriate channels.

For further details or inquiries, please contact us at [email protected].

We appreciate your understanding and cooperation in helping us maintain the accuracy and integrity of your data. Your trust is of utmost importance to us, and we are committed to safeguarding your privacy in accordance with the highest regulatory standards.