1. Customer Safety & Quality Guarantee
At ATC Travel Limited, we are committed to providing a safe, reliable, and premium travel experience. As your Service Provider, we guarantee:
- Vetted Drivers: All journeys are fulfilled by licensed professionals who have undergone background checks (DBS).
- Vehicle Standards: Every vehicle is maintained to high standards of cleanliness and mechanical safety, and is equipment with the appropriate level of insurance and license.
- Safety Monitoring: For your protection, vehicles may be equipped with CCTV and/or Dashcams. All data is handled in accordance with our Privacy Policy and ICO regulations.
2. Our Role & The Contractual Framework
ATC Travel Limited operates as a Service Provider, licensed Private Hire Operator, and/or Disclosed Booking Agent. To provide a seamless experience, our contractual relationship with you is structured as follows:
- Service & Management Contract: In all instances, your contract for the booking, management, and quality monitoring of your journey is directly with ATC Travel Limited. We are the primary point of contact for all administrative, safety, and customer service matters.
- Provision of Service: Depending on the vehicle and driver assigned to your journey, the Transportation Contract (the carriage of the passenger) may be fulfilled in one of two ways:
- As Principal: Where the journey is fulfilled by our own fleet or employees, the contract for transport is directly with ATC Travel Limited.
- As Disclosed Booking Agent: Where the journey is referred to our service partner, we act as a Disclosed Booking Agent. In this case, the contract for transport is between you and the service partner. In such case, we may also act as a payment collection agent, the fare collected on the behalf of the service partner will be remitted to directly to our service partner.
3. Journey Management
- Route Selection: The driver will choose the route they deem most appropriate. Specific route requests by the passenger may result in additional charges if they deviate from the quoted mileage.
- Delays: While we strive for 100% punctuality, we are not liable for delays caused by circumstances beyond our control (e.g., extreme weather, road closures). Our liability for any claim is strictly limited to the value of the booking.
4. Passenger Conduct & Vehicle Care
- Right of Refusal: Drivers reserve the right to refuse entry or eject any person they believe is unfit to travel, abusive, distributive, ignoring driver request, and/or cause danger to others. In such events, the full trip fare plus any legal proceeding charges applies.
- Prohibitions: Smoking, vaping, consumption of alcohol or illegal substances (including preparation of) are strictly prohibited, if the rider is found in such action, the trip will be terminated immediately. A cleaning fee of £250 plus the full fare will be charged.
- Soiling: The driver determines if the vehicle is suitable for onward bookings if the vehicle is found soiled of any kind. A cleaning fee of up to £250 will applies.
- Damage: Any physical damage caused by the rider will be billed for the full repair cost plus any loss of income (demurrage) while the vehicle is being repaired.
5. Luggage & Property
The driver may refuse luggage that exceeds vehicle capacity or poses a safety risk. All items are carried at the owner’s risk; we recommend passengers ensure their personal travel insurance covers high-value items.
ATC Travel Limited and its partner operators accept no responsibility for any items left inside a vehicle by passengers. Any property found within a vehicle will be logged and safely stored for a maximum period of 24 hours. If an item remains unclaimed after 24 hours, it may be destroyed, disposed of, or handed over to the local licensing authority for their independent handling and storage. Passengers are entirely responsible for arranging the retrieval of their property. Should you require a vehicle or driver to return the lost item directly to your address or a specified location, a standard trip fare and a handling fee will be strictly chargeable and must be settled prior to delivery.
6. Payment Terms
- Deposit: A 20% booking fee is required to confirm the reservation. The remaining balance must be settled at least two (2) calendar days before departure.
- Admin Fee: Refunds are subject to a 5% administrative fee to cover non-recoverable third party processing costs.
- Expenses: External fees (parking, tolls, congestion charges) are non-refundable once the booking has commenced.
7. Waiting Time & Airport Policy
- Standard Wait: A 10-minute grace period is included for non-airport pickups. Thereafter, waiting time is billed at £50/hour, subject to driver availability. Driver will have the right to cancel the trip and treated as no-show trip after 10 minutes wait time.
- Airport Pickup: 60 minutes of waiting time is included from the agreed pickup time. If contact cannot be established after 60 minutes, the booking will be closed as a “No Show” and the full fare remains payable.
8. Cancellation Policy
- No Show: 100% of the fare.
- Within 12 hours of pickup: Up to 100% of fare.
- 12 – 24 hours of pickup: Up to 50% of fare.
- Over 48 hours notice: Full refund (less 5% admin fee and pre-paid external fees).
8. Cancellation Policy
ATC Travel Limited reserves all rights in relation to the provision of our services, website content, and corporate infrastructure. We reserve the absolute right to amend, update, or modify these Terms & Conditions, our service pricing, and our operational policies at any time without prior individual notice. Any such changes will become effective immediately upon being published on our website. Furthermore, we reserve the right to refuse service, cancel a booking, or terminate a journey in progress for any reason, including but not limited to passenger exhibits abusive behavior, compromises vehicle safety, or breaches any part of these terms. Continued use of our platform or acceptance of a booking confirmation constitutes your explicit agreement to the most current version of these Terms & Conditions.
Last updated: March 2026