Terms & conditions

1. Who we are

FIRSTLINE EXECUTIVE TRANSPORT LTD, registered in England and Wales under number 16864469, registered office 9 Blossom Way, West Drayton, UB7 9HF. All work is pre-booked private hire; we do not ply for hire and cannot be flagged down.

2. Quotes

The fare shown when you price a journey is calculated by us from the distance, the class of car, the time of travel and the fixed charges that apply — airport fees, the congestion charge, an intermediate stop. It is the price for the journey as described. Every figure we quote, on the site and in writing, includes VAT at the rate in force on the day you are quoted; your receipt itemises the fare and states the VAT inside it separately, under VAT registration GB.... Rates published per mile, per hour or per day are exclusive of VAT, and so are waiting time and anything else added after the journey; VAT is charged on those at the same rate as the fare. A quote is honoured for 24 hours while you complete the booking; if it lapses you will be re-quoted at the current rates. A quote is not a booking and holds no car.

3. Making a booking

A booking is made when you have entered your details, a valid payment card has been saved, and we have issued a reservation reference and a confirmation email. Until all of that has happened no car is held. We may decline a booking — for a journey outside our area, a request we cannot crew, or where we reasonably suspect fraud — and will tell you if we do.

4. Payment

Card details are handled by Stripe and are never seen by us. Saving a card authorises us to charge it for:

• the quoted fare, taken either at the time of booking or on completion of the journey, as stated at checkout;
• agreed additions that arise on the day — waiting time beyond the free allowance, a stop you ask for that was not in the booking, cleaning or damage as described in section 7;
• a cancellation or no-show charge under section 5.

We will always be able to show you what any charge was for. If a card is declined we will contact you to arrange settlement; the debt is not cancelled by the decline.

5. Changes and cancellation

You may cancel a booking free of charge up to four hours before the scheduled pick-up time. Do it from your account page or by ringing the control room.

Inside four hours, or for a no-show, ring the control room on +44 7464 967802. A controller will stand the car down, and depending on how close to the pick-up it is and whether a chauffeur has already been dispatched, a charge of up to the full fare may apply. We will tell you the amount before it is taken.

To amend a booking — a different time, an extra stop, a change of address — contact the control room. An amendment may change the fare. We may need to move you to a different class of car, or occasionally cancel, if circumstances outside our control make the booking impossible; if we cancel, you pay nothing and we refund any fare already taken.

A change made after the car has set off is priced on the journey as it will actually have been driven — from where you were collected, through where the car had reached when you told us, and on to the new destination. Two things follow from that, and we would rather say them here than on a receipt. A journey that turns back or goes further afield is charged for the miles the car covers, not for the distance between its new ends. And a journey cut short once the car is out is charged at the fare already agreed: the car was committed to the booking you made, and stopping early does not release it. Changes made before the car sets off are re-quoted in full, up or down.

6. On the day

• The chauffeur will be at the pick-up point ahead of the booked time. Waiting is free for 60 minutes on an airport collection — measured from the time given as the pick-up time, and we monitor arrival information where a flight number has been provided — and for 15 minutes anywhere else. Waiting beyond the free period is charged at £45 an hour, billed in blocks of 15 minutes and rounded up to the next whole block.
• Hourly and daily hire is for the period booked. Overrun is billed in the same way and the car may not be available to overrun if it is booked again after you.
• The number of passengers and items of luggage must not exceed what the booked car safely holds. The chauffeur may decline to carry more.
• Seat belts must be worn. The chauffeur decides the route unless you agree one in advance.

7. Conduct, damage and lost property

Smoking and vaping are not permitted in the vehicles. Alcohol may not be consumed unless we have agreed it for the booking. The chauffeur may end a journey where a passenger is abusive, threatening, or behaving dangerously, and the fare remains payable.

If the vehicle is soiled or damaged during your booking beyond ordinary use, we will charge the reasonable cost of cleaning or repair and of any bookings the car misses while it is dealt with. Property left in a vehicle is logged and held for collection; we take reasonable care of it but are not liable for its loss.

8. Our responsibility to you

We will provide the service with reasonable care and skill and will make every reasonable effort to arrive on time. We are not liable for a delay or failure caused by something outside our reasonable control — traffic, weather, road closures, an act of a third party — though we will always try to put an alternative in place.

Where we are liable for a loss, that liability is limited to the fare for the booking in question, except that nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. We are not liable for indirect or consequential loss, such as a missed flight, meeting or connection, and you should allow a sensible margin when setting a pick-up time.

These terms do not affect the statutory rights of a consumer.

9. Your account

Accounts are optional and have no password — you sign in through a one-time link sent to your email address, or with Google. Keep access to that email address secure, as anyone with it can sign in. You can close your account at any time from the account page; see the retention page for what happens to your data when you do.

10. Complaints

Tell the control room as soon as you can, on +44 7464 967802 or by replying to any booking email. If a complaint cannot be resolved there, write to controlroom@firstline-executive.co.uk and we will respond within 14 days.

11. General

We may update these terms; the booking you have already made is governed by the terms in force when you made it, and the current version is always on this page. If any provision is found unenforceable the rest continues to apply. These terms are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction. This version is in effect from 12 September 2026.