Terms & Conditions
These Terms and Conditions apply to all users of our Services who do not have a separate bespoke contract or business account agreement with Coalville Cabs Limited.
1. GENERAL
1.1 These Terms and Conditions (“Terms”) apply between COALVILLE CABS LIMITED, a company registered in England and Wales under company number 09625533, whose registered office is at Unit 8 Enterprise House, Ashby Road, Coalville, Leicestershire, England, LE67 3LA, trading as Coalville Yellow Cabs (“Coalville Yellow Cabs”, “we”, “us” or “the Company”), and the person making the booking (“the Customer” or “you”).
1.2 These Terms apply to private hire transportation, courier and delivery services provided by us (“the Services”).
1.3 When we accept a private hire booking, a contract is formed between the Customer and Coalville Cabs Limited for the provision of the booked transportation service. Where a driver carries out the journey, the driver does so in connection with the transportation service booked through Coalville Yellow Cabs.
1.4 Nothing in these Terms affects any statutory rights available to a Customer which cannot lawfully be excluded or restricted.
1.5 By making a booking through our app, website, telephone service or any other authorised booking channel, you agree to these Terms.
1.6 Where a Customer makes a booking on behalf of another passenger, the Customer is responsible for ensuring that the passenger is made aware of any relevant terms and booking information.
2. BOOKINGS
2.1 Customers must provide accurate and complete information when making a booking, including the pickup location, destination, contact information, number of passengers and any relevant special requirements.
2.2 It is the Customer’s responsibility to check that the booking information is correct.
2.3 A booking is accepted when Coalville Yellow Cabs confirms the booking through the relevant booking channel.
2.4 Coalville Yellow Cabs may refuse to accept a booking where we reasonably believe that we are unable to provide the Service safely, lawfully or in accordance with the Customer’s requirements.
2.5 Customers must ensure that the vehicle booked is suitable for the number of passengers, luggage and any other requirements associated with the journey.
2.6 Where the Customer provides materially incorrect or incomplete information which causes a delay, failed pickup or additional cost, Coalville Yellow Cabs may charge the reasonable additional costs incurred.
3. CHARGES
3.1 The price payable for the Service will be the price quoted at the time of booking or calculated in accordance with the applicable tariff or pricing structure made available to the Customer.
3.2 Charges may include waiting time, cancellation charges, tolls, airport charges, parking charges, additional stops, customer-requested changes to the journey and other charges reasonably incurred in providing the Service.
3.3 Where applicable, prices may vary according to demand, location, time of day or other market conditions. Where dynamic or variable pricing applies, this will be reflected in the price or pricing information presented to the Customer before the booking is confirmed.
3.4 Where the Customer changes the journey after the booking has been accepted, including the destination, route, number of stops, vehicle requirements or waiting requirements, the final charge may differ from the original quotation.
3.5 We will not retrospectively increase an agreed fare except where additional charges arise because of circumstances permitted under these Terms, including customer- requested changes, waiting time, tolls, parking or airport charges.
4. PAYMENT
4.1 Payment must be made using one of the payment methods accepted by Coalville Yellow Cabs for the relevant Service.
4.2 Where payment is required in advance, Coalville Yellow Cabs is not obliged to provide the Service until payment has been successfully authorised.
4.3 Where a Customer has an approved business account, the separate terms applicable to that business account will apply to invoicing and payment.
4.4 For business Customers, Coalville Yellow Cabs reserves the right to charge interest and applicable debt recovery costs on overdue sums in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable, or any alternative rate expressly agreed in the Customer’s contract.
4.5 Where an amount is genuinely disputed, the Customer should notify Coalville Yellow Cabs promptly, explaining the reason for the dispute. Any undisputed amount remains payable in accordance with the applicable payment terms.
4.6 Coalville Yellow Cabs may suspend an account or require payment before accepting further bookings where undisputed amounts remain overdue.
5. CREDIT LIMITS AND BUSINESS ACCOUNTS
5.1 Coalville Yellow Cabs may set a credit limit on any Customer account.
5.2 Where the amount outstanding exceeds the applicable credit limit, Coalville Yellow Cabs may suspend the account, refuse further account bookings or require payment before accepting further bookings.
5.3 Where separate business account Terms and Conditions have been agreed with a Customer, those terms will take precedence over these Terms where there is any conflict relating specifically to the business account.
6. CANCELLATIONS AND NO-SHOWS
6.1 Bookings may be cancelled through our authorised booking channels, including the app, telephone or email where available.
6.2 Where the Customer cancels a booking, the applicable cancellation charge will be determined in accordance with the Cancellation Policy below.
6.3 Where a vehicle has already been dispatched, has arrived at the agreed pickup location, or the Customer or passenger fails to attend the booking within the applicable waiting period, Coalville Yellow Cabs may treat the booking as a customer cancellation or no-show and charge up to the full quoted journey price where this reasonably reflects the costs and losses incurred.
6.4 Coalville Yellow Cabs may cancel a booking where it is reasonably necessary to do so, including where:
- the Customer has provided materially incorrect or insufficient booking information;
- the Customer or passenger behaves in a threatening, abusive, discriminatory, illegal or unsafe manner;
- the requested journey cannot safely or lawfully be undertaken;
- payment cannot be authorised where payment is required in advance;
- the Customer or passenger fails to attend the agreed pickup location;
- circumstances outside our reasonable control prevent us from providing the Service; or
- continuing the booking would place a driver, passenger or another person at risk.
6.5 Where Coalville Yellow Cabs cancels a booking for reasons which are not the fault of the Customer and no Service has been provided, any amount paid for the affected Service will normally be refunded.
6.6 Nothing within this clause affects the Customer’s statutory rights.
7. CANCELLATION POLICY
Standard taxi – journey less than 10 miles
| Booking | More than 4 hours before booking | Within 4 hours of booking | Vehicle dispatched |
|---|---|---|---|
| Pre-booking | Full refund | Full refund | No refund |
| ASAP booking | N/A | N/A | No refund |
Standard taxi – journey over 10 miles
| Booking | More than 4 hours before booking | Within 4 hours of booking | Vehicle dispatched |
|---|---|---|---|
| Pre-booking | Full refund | No refund | No refund |
| ASAP booking | N/A | N/A | No refund |
Executive booking
| Booking | More than 24 hours before booking | Within 24 hours of booking | Vehicle dispatched |
|---|---|---|---|
| Pre-booking | Full refund | No refund | No refund |
| ASAP booking | N/A | N/A | No refund |
7.1 Where a Customer cancels outside the permitted cancellation period, fails to attend the booking, or cancels after a vehicle has been dispatched, Coalville Yellow Cabs may charge a cancellation fee up to the quoted journey price where this reasonably reflects the costs and losses incurred as a result of the cancellation.
8. FESTIVE AND PEAK PERIODS
8.1 Coalville Yellow Cabs may operate different booking, pricing, pre-payment and cancellation arrangements during specified festive and peak periods, including Christmas and New Year.
8.2 Where special arrangements apply, the relevant dates, charges and cancellation conditions will be communicated to the Customer before the affected booking is confirmed.
8.3 Bookings during specified festive or peak periods may require full payment in advance.
8.4 Where a festive or peak-period booking is cancelled, the cancellation policy communicated at the time of booking will apply.
9. WAITING TIME
9.1 Where a driver is required to wait beyond any free waiting period applicable to the booking, additional waiting charges may apply.
9.2 Any applicable free waiting period and/or waiting charge will be determined by the booking type, tariff or information provided to the Customer.
9.3 For airport pickups, waiting time and additional parking or airport charges may apply depending on the agreed pickup arrangements and the passenger’s arrival time.
10. JOURNEY TIMES, DELAYS AND CONNECTIONS
10.1 Coalville Yellow Cabs will use reasonable endeavours to provide the Service at the requested time. However, pickup times, journey times and estimated arrival times may be affected by circumstances outside our reasonable control.
10.2 Unless expressly agreed otherwise, quoted pickup and journey times are estimates and are not guaranteed.
10.3 Customers travelling to airports, railway stations, ports, appointments or other time-sensitive destinations are responsible for allowing sufficient time for their journey.
10.4 Customers should take account of possible traffic congestion, road closures, security procedures, check-in requirements, weather and other foreseeable delays when selecting their pickup time.
10.5 Coalville Yellow Cabs will not be responsible for a missed flight, train, connection, appointment or event where the loss results from circumstances outside our reasonable control or where insufficient journey time was allowed.
10.6 This does not exclude liability where Coalville Yellow Cabs has failed to provide the Service with reasonable care and skill or where liability cannot otherwise lawfully be excluded.
11. CUSTOMER AND PASSENGER CONDUCT
11.1 Passengers must comply with reasonable instructions given by the driver relating to safety and the lawful operation of the vehicle.
11.2 Passengers must not behave in a threatening, abusive, discriminatory, dangerous or illegal manner.
11.3 Smoking and vaping are not permitted in vehicles.
11.4 Passengers must not deliberately distract the driver or interfere with the safe operation of the vehicle.
11.5 Coalville Yellow Cabs and/or the driver may refuse to commence or may terminate a journey where the behaviour of a Customer or passenger creates a reasonable safety concern, involves illegal activity or subjects the driver or another person to threatening, abusive or discriminatory behaviour.
11.6 Where a journey is terminated because of the Customer’s or passenger’s conduct, the Customer may remain responsible for the reasonable charges incurred up to the point of termination and any other reasonable costs directly resulting from that conduct.
12. DAMAGE AND SOILING
12.1 The Customer may be responsible for the reasonable costs incurred as a direct result of damage to, or excessive soiling of, a vehicle caused by the Customer or a passenger travelling under their booking.
12.2 This may include reasonable cleaning or repair costs and reasonable associated losses where the vehicle is temporarily unable to undertake further journeys as a direct result of the damage or soiling.
12.3 Any charge will be reasonable and proportionate to the loss or costs incurred.
13. LUGGAGE AND PROPERTY
13.1 Customers must notify Coalville Yellow Cabs before the journey if they intend to carry unusually large, valuable, fragile, hazardous or restricted items.
13.2 Coalville Yellow Cabs and its drivers may refuse to carry any item which cannot safely or lawfully be transported in the vehicle.
13.3 Customers are responsible for ensuring that their luggage and belongings are suitable for transportation.
13.4 Coalville Yellow Cabs does not accept responsibility for loss or damage caused by the inherent nature of an item, inadequate packaging or circumstances outside our reasonable control.
13.5 Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
14. COURIER AND DELIVERY SERVICES
14.1 Customers using Coalville Yellow Cabs for courier or delivery Services must accurately describe the nature of the goods before the Service begins.
14.2 Unless expressly agreed by Coalville Yellow Cabs in advance, we will not knowingly accept for carriage:
- cash, securities or negotiable instruments;
- antiques, precious metals, jewellery or other exceptionally valuable items;
- illegal goods;
- dangerous, hazardous, inflammable, explosive or noxious materials;
- inadequately packaged goods; or
- goods requiring specialist storage or transportation conditions.
14.3 Coalville Yellow Cabs may refuse to transport any item which we or the driver reasonably believe cannot be safely or lawfully carried.
14.4 Customers are responsible for ensuring that goods are appropriately packaged, labelled and accompanied by any necessary instructions.
14.5 Where the Customer wishes to transport particularly valuable or unusual goods, this must be agreed with Coalville Yellow Cabs in writing before the Service is undertaken.
15. LOST PROPERTY
15.1 Passengers are responsible for their personal belongings and should check the vehicle before leaving.
15.2 Where property is found in a vehicle, Coalville Yellow Cabs and/or the driver will take reasonable steps to facilitate its return.
15.3 Coalville Yellow Cabs does not guarantee that lost property will be recovered.
15.4 Reasonable costs incurred in storing, returning or delivering lost property may be charged to the Customer.
16. ACCESSIBILITY AND ASSISTANCE DOGS
16.1 Coalville Yellow Cabs is committed to providing its Services in accordance with applicable equality and accessibility requirements.
16.2 Customers should tell us at the time of booking about any accessibility requirements where advance notice would reasonably assist us in providing the appropriate Service.
16.3 Assistance dogs will be carried in accordance with applicable legal requirements.
16.4 Nothing in these Terms limits any rights a disabled passenger has under applicable equality legislation.
17. CHILDREN AND CHILD SEATS
17.1 Customers travelling with children are responsible for informing Coalville Yellow Cabs of any relevant requirements when making the booking.
17.2 The carriage of children and use of child restraints will be subject to applicable legal requirements.
17.3 Where a particular child seat or restraint is required or requested, the Customer should confirm availability with Coalville Yellow Cabs before completing the booking.
18. EVENTS OUTSIDE OUR REASONABLE CONTROL
18.1 Coalville Yellow Cabs will not be responsible for a failure or delay in providing the Service where this results from events outside our reasonable control.
18.2 Such events may include severe weather, flooding, major traffic disruption, road closures, accidents, civil emergencies, industrial action, acts of terrorism, war, government or regulatory restrictions, failures of telecommunications or payment networks and other events which could not reasonably have been avoided.
18.3 Where such circumstances materially affect a booking, Coalville Yellow Cabs will take reasonable steps to inform the Customer and minimise disruption where practicable.
19. LIMITATION OF LIABILITY
19.1 Coalville Yellow Cabs will provide the Services with reasonable care and skill.
19.2 Nothing in these Terms excludes or limits liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or the statutory rights of a consumer.
19.3 Subject to clause 19.2, Coalville Yellow Cabs will not be responsible for losses arising from circumstances outside its reasonable control, including traffic congestion, road closures, severe weather, accidents, emergency incidents, regulatory restrictions or other events which could not reasonably have been anticipated or avoided.
19.4 Coalville Yellow Cabs will not be responsible for indirect or consequential losses which were not reasonably foreseeable when the booking was made.
19.5 Where the Customer is acting in the course of a business, Coalville Yellow Cabs will not be liable for loss of profit, loss of business, loss of revenue, loss of anticipated savings or other indirect or consequential commercial losses, except where such liability cannot lawfully be excluded.
19.6 Nothing in this clause prevents a Customer from exercising any statutory remedy available to them.
20. ACCOUNT SECURITY AND FRAUD
20.1 Customers are responsible for taking reasonable steps to protect passwords, account credentials and other security information associated with their account.
20.2 Customers must notify Coalville Yellow Cabs as soon as reasonably practicable if they believe their account or security credentials have been accessed or used without authority.
20.3 Coalville Yellow Cabs may suspend an account or booking facility where we reasonably suspect fraudulent, unauthorised or improper use while the matter is investigated.
21. SUSPENSION AND TERMINATION
21.1 Where the Customer has a business account, termination will be dealt with in accordance with the separate business account Terms and Conditions.
21.2 Coalville Yellow Cabs may immediately suspend or terminate an account where there is a serious breach of these Terms, including fraud, persistent non-payment, threatening or abusive behaviour, misuse of the Service or circumstances giving rise to a reasonable safety or legal concern.
21.3 Where reasonably practicable, Coalville Yellow Cabs will give the Customer an opportunity to remedy a breach before terminating an ongoing account arrangement.
21.4 Termination does not affect any amounts which became payable before termination.
22. COMPLAINTS AND REFUNDS
22.1 If a Customer is dissatisfied with a Service, they should contact Coalville Yellow Cabs using the contact details published on our website or through the relevant booking channel.
22.2 Customers should provide sufficient information to allow us to identify the booking and investigate the complaint.
22.3 Coalville Yellow Cabs will investigate complaints reasonably and may request additional information where necessary.
22.4 Where a refund or other remedy is due under these Terms or applicable consumer law, Coalville Yellow Cabs will provide the appropriate remedy.
22.5 Nothing in this complaints procedure affects the Customer’s statutory rights.
23. PRIVACY, DATA PROTECTION AND FRAUD PREVENTION
23.1 Coalville Yellow Cabs processes personal information in accordance with its Privacy Notice.
23.2 We may use third-party technology and service providers to help us provide and manage our Services. This may include booking and dispatch platforms, payment providers, communications providers, customer service systems, cloud hosting providers and other technology suppliers.
23.3 These providers may process and store personal information on our behalf and are required to handle that information in accordance with applicable data protection requirements and our contractual arrangements.
23.4 Personal information may be used where necessary for the prevention and detection of fraud, protection of our Services, verification of payments and accounts and compliance with our legal obligations.
23.5 Where appropriate and lawful, information may be shared with service providers, payment providers, fraud prevention agencies, credit reference agencies, regulators, law enforcement bodies or other organisations involved in providing our Services or preventing or investigating fraud.
23.6 Some service providers or their infrastructure may be located outside the United Kingdom. Where personal information is subject to an international transfer requiring safeguards under applicable data protection law, appropriate safeguards will be put in place.
23.7 Further information about how Coalville Yellow Cabs collects, uses, retains, stores and shares personal information, and the rights available to individuals, is contained within our Privacy Notice.
24. PROMOTIONAL CODES, LOYALTY AND OFFERS
24.1 Any offer, promotion, promotional code, loyalty reward or special offer (“Offer”) provided by Coalville Yellow Cabs is subject to the specific conditions communicated with that Offer together with these Terms.
24.2 Unless otherwise stated, an Offer:
- is available for the stated promotional period;
- may not be used with another Offer;
- is limited to one redemption per eligible Customer or account;
- has no cash value and cannot be exchanged for cash;
- may be restricted to particular Services, locations, payment methods or booking methods; and
- is subject to availability.
24.3 Where no expiry date is specified, the Offer will expire 30 days after the start of the relevant campaign unless otherwise stated.
24.4 Coalville Yellow Cabs may withdraw or amend an Offer where reasonably necessary, including where there has been misuse, fraud, technical error or circumstances outside our reasonable control.
24.5 Withdrawal of an Offer will not affect a qualifying booking which has already been accepted using that Offer unless there has been fraud, misuse or an obvious error.
25. CHANGES TO THESE TERMS
25.1 Coalville Yellow Cabs may amend these Terms from time to time, including to reflect changes in law, regulation, our Services, technology or operating requirements.
25.2 Any changes will take effect from the date stated in the updated Terms and will not normally affect a booking already accepted by Coalville Yellow Cabs.
25.3 Where a material change affects an existing booking, we will take reasonable steps to notify the Customer and, where appropriate, allow the Customer to cancel the affected booking without charge.
26. GOVERNING LAW AND DISPUTES
26.1 These Terms are governed by the laws of England and Wales.
26.2 Where the Customer is a consumer, nothing in this clause affects any rights the Customer may have to bring proceedings in another court where applicable law permits them to do so.
26.3 Where the Customer is acting in the course of business, the courts of England and Wales shall have exclusive jurisdiction unless otherwise agreed in writing.
27. ENTIRE AGREEMENT – BUSINESS CUSTOMERS
27.1 Where the Customer is acting in the course of business, these Terms together with any separate business account Terms and Conditions, agreed pricing schedules, booking information and other documents expressly incorporated into the agreement constitute the agreement between the parties relating to the Services.
27.2 Nothing in this clause excludes liability for fraud or fraudulent misrepresentation or limits any rights which cannot lawfully be excluded.
28. NOTICES
28.1 Formal notices relating to an ongoing business account may be sent by email or post using the contact details most recently provided by the relevant party.
28.2 Customers are responsible for keeping their account contact information reasonably up to date.
29. WAIVER
29.1 No failure or delay by Coalville Yellow Cabs in exercising a right under these Terms will prevent Coalville Yellow Cabs from exercising that right at a later date.
30. SEVERABILITY
30.1 If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be treated as removed or modified to the minimum extent necessary without affecting the remaining provisions.
31. GENERAL
31.1 Headings are included for convenience only and do not affect the interpretation of these Terms.
31.2 Where there is any conflict between these general Terms and specific terms expressly provided to the Customer for a particular Service, promotion or business account, the specific terms will take precedence in relation to that Service, promotion or account.
31.3 The most current version of these Terms will be made available through the Coalville Yellow Cabs website or other appropriate booking channel.
COALVILLE CABS LIMITED
Trading as Coalville Yellow Cabs
Company number: 09625533
Registered office: Unit 8 Enterprise House, Ashby Road, Coalville, Leicestershire, England, LE67 3LA