The terms of every journey

1. Who we are

Ravensley is a trading name of Tarlow, Oxford OX4 4SA.

In these terms, “we” and “us” means that company, and “you” means the person who books the journey. Every journey is pre-booked and carried out by a licensed private hire operator in a licensed vehicle with a licensed driver. You can reach us at bookings@ravensley.co.uk.

2. Making a booking

You price a journey on this website, choose a class of car, and give us the details the licensing rules require us to record: the name and address of the person hiring the car, a telephone number and an email address. Pressing Book and pay places an order and takes you to a secure payment page run by Stripe.

The contract is made when we email you a booking confirmation, which we send once your payment has gone through. A price is held for a limited time, shown with the quote; after that the journey is simply priced again, and nothing is charged for a quote you do not take up.

3. The price

The total shown when you book is the total you pay. It includes meeting you inside arrivals at an airport, the free waiting described in section 5, airport drop-off and parking charges, tolls, and any other road charge on the route. Prices vary with the time and day a journey runs, as well as with where it goes.

Only three things can add to the price, and only if you ask for them on the day: waiting beyond the free allowance, an extra stop, and a change of destination. We will agree any extra amount with you before it is charged. Where you have agreed one, we may take it from the card you paid with, through Stripe; we will never take anything you have not agreed, and never more than seven days after the journey.

4. The car

You book a class of car, not a particular vehicle or a particular chauffeur. We send a car of the class you chose, or one of at least the same standard. Each class has a stated number of passengers and large cases; these are limits the car is licensed and belted for, so please book the class that fits your party and its luggage.

5. Waiting, and flights

Sixty minutes of waiting are included on an airport collection, counted from the time the flight lands, and fifteen minutes on every other collection, counted from the booked time.

If you give us a flight number, we check the flight before the car sets off so that an early or late landing is allowed for. We do not track flights in the air; without a flight number we work from the time you booked.

6. Changing or cancelling

• More than 24 hours before collection: cancel at no charge and the whole price is refunded. Moving the date or time costs nothing either; if the new journey is priced differently, we charge or refund only the difference.
• Within 24 hours of collection: by then the car and chauffeur are committed to you, so we may keep up to the whole price. We will always tell you what we are keeping and why before we do, and if the time can still be used for another journey we will not keep it.
• If nobody travels: where the chauffeur arrives, waits out the free waiting time and cannot reach you, the price is not refunded. If you are running late, tell us as soon as you know.

To cancel, email bookings@ravensley.co.uk with your booking reference. A cancellation counts from the moment we receive it, not the moment we reply. Refunds go back to the card you paid with, through Stripe; your bank usually takes five to ten working days to show them.

Contracts for passenger transport are outside the 14-day cancellation right under regulation 6(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation terms above are our own, and you can hold us to them.

7. If we cannot run the journey

If we cancel a journey, for any reason, you get the whole price back, however late the notice. We will tell you as early as we can if a journey is at risk.

8. In the car

• No smoking or vaping, and no illegal substances.
• Every passenger wears a seat belt where one is fitted.
• Assistance dogs travel free and need no notice. Other animals are welcome if you tell us when you book.
• Tell us when you book if a child seat is needed and we will fit one.
• A chauffeur may end a journey if a passenger’s behaviour makes it unsafe to go on, and may refuse to carry more people or luggage than the car is licensed for. The price is not refunded in either case.
• If the car is soiled or damaged, we charge only what the cleaning or repair actually costs, and tell you what that is first.

9. Our responsibility to you

We will carry out every journey with reasonable care and skill, as the Consumer Rights Act 2015 requires, and we are responsible for loss you suffer that is a foreseeable result of our failing to do so. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

For a flight or a train, please book a collection time that leaves a sensible margin for the traffic on the day; we will tell you if the time you choose looks tight. We are not responsible for a missed connection caused by events outside our control.

10. Complaints

Write to bookings@ravensley.co.uk and we will reply within five working days. If we cannot resolve it between us, you may complain to the council that licenses the operator, vehicle or driver.

11. General

These terms are governed by the law of England and Wales. You may bring a claim in the courts of the part of the United Kingdom where you live. The terms that apply to your booking are those published here when you made it. How we handle your details is set out in our privacy notice.