A & B Taxis Terms and Conditions
1. Definitions and Interpretations
2. Conditions
3. Terms of Carriage
Contractual Agreements: We the provider in this statement outline any additional charges that may be incurred after the original booking has been agreed between the provider, and the client. It’s essential that the client review any agreements they have accepted as part of the confirmation of the booking by both parties. On providing your Collection Address, Destination Address and selecting the Vehicle, you will receive a quotation showing the amount of the Charges for the requested journey. These Charges are based on our chosen route between your Collection Address and Destination Address (via any other pick-up or drop-off points you specify at the time of making the Booking)
Additional Charges shall be payable if:
(a) If any passenger changes the Collection Address and / or Destination Address or Vehicle type after agreeing to the original booking.
(b) If any passenger asks the Driver or provider partner , and the Driver or provider partner agrees, to make any additional pick-ups or drop-offs
(c) if any passenger requires the Driver or provider partner to take any variation of or follow a different route from our chosen route.
(d) If the client requires the vehicle to carry more passengers than indicated when making the original booking.
(e) If any passenger requires the Driver or provider partner to wait between the stops of a Return Journey, or at any stop.
(f) If any passenger, or animal contaminates or damages a Vehicle, a cleaning fee minimum of £50 shall be levied.
(g) All tolls or road related charges are payable in relation to the original Booking, however if the route is changed by any passenger after the original booking is agreed, any extra cost for tolls and road related charges are levied.
(h) Any Parking Fee, Waiting Time Fee, Drop Off Fee and/or Cancellation Fee may be applicable if changes are made to the original Booking on completion of the journey.
Once the original contract has been made any additional already indicated charges the provider, the driver or provider partner will incur after subsequent changes were made on behalf of the client or any passengers will be levied. When the client provides debit card or credit card details as payment for the original booking the client by acceptance of the booking agrees that the extra charges indicated can be taken from the original card details supplied after the completion of the journey. If the original booking is made on a cash basis the Driver or provider partner , will ask for the balance at the end of the journey, and can be paid in cash or by credit/debit card in the vehicle.
The client does retain their consumer rights. If unsure the client should familiarize themselves with local consumer protection laws. These laws provide the client with rights in case of what said client may deem to be unjust charges. In the case of dispute resolution situation brought about by the client believing extra charges were applied inappropriately, the first line of action by the client is to request the reason for the additional charges from the provider. If we the provider cannot come to an agreement with the client in relation to these additional charges, then the client may wish to escalate it to their bank or a consumer protection agency, who could act as an arbitrator between the provider and the client.
(a) not smoke, including electronic cigarettes;
(b) not play any musical instrument or broadcast any recorded music;
(c) not consume alcohol nor be intoxicated;
(d) wear a seatbelt at all times whilst in the Vehicle;
(e) not engage in excessive physical contact;
(f) not behave in a disorderly, inappropriate, threatening or abusive manner, or be a nuisance, distraction or a danger to the Driver or other road users;
(g) you may be asked to help with the loading or unloading of any items in the rear of the vehicle, drivers will always assist as dictated in thier council licence but will not be liable for any accidental damage caused.
(h) not film or record inside the Vehicle at any time.
If you or any of your Passengers do not comply with the above conditions, the Driver may refuse to commence or continue your Booking, you will be asked to leave the vehicle all be it in a safe place, and you shall be charged a Cancellation Fee, at the providers discretion.
4. Cancellations / Cancellation Charges
5. General Liability Qualification
6. Miscellaneous
7. Chip and Pin Credit card payments in vehicles supplied by the provider
The provider in the later part of 2018 provided all our vehicles with a Chip and Pin device linked to our systems for totally secure debit card, credit card for your convenience. This is new technology to our systems and Cordic our dispatch system provider is constantly updating the speed and connctivity of this payment method. But we have had a few glitches, in such a case where the device fails to connect, please ask the driver to call the office and we can take payment over the phone. When you go to your statements SUMUP *BASILDON will appear for every transaction taken through the Basildon Taxis system. The payment taken will be the same as the fare shown on the meter, there are no extra charges for using the contactless chip and pin payment method in the vehicles.Please Note that some drivers have there own similar credit card devices which they use to accept payment from customers, these transactions will not appear on your statement as above and will have the drivers account details.
8. Luggage Allowances
Small 10" 15" 20" Medium 12" 20" 25" Large 14" 22" 28"
9. Private Hire Drivers taking private bookings, customer warning
Local licensing conditions state that any person accepting or offering to accept bookings for a private hire vehicle must themselves hold a private hire operator's licence or must pass said booking on to a person with an private hire operator's licence issued by the Licensing AuthorityThere has always been an issue with drivers taking private bookings from customers in their vehicle that had previously booked with the provider, and without the knowledge of the provider. Yet the customer may be unaware that the driver in this case does not have the backing or support of the provider, because all private hire bookings must be made through a licenced Operator, most drivers do not have an operators licence and passengers booking journeys through drivers without the knowledge of the provider do so at their own risk.
10. Operator Licences of the provider
11. Lost Property
12. A&B Taxis Complaints Procedure
A&B Taxis is committed to delivering high-quality services and values feedback from customers, their families, and representatives. This policy outlines how complaints are handled to ensure transparency, fairness, and continuous improvement.
Customers and their families may:
• Speak directly with the Customer Services Manager or their Deputy.
• Use our comments or suggestion boxes.
• Send written suggestions to:
Customer Services A&B Taxis
Unit 16 Olympic Business Centre
Paycock Road
Basildon SS14 3ET
Who Can Complain
• Any individual affected by our services.
• A representative acting on behalf of the affected person, with consent or if the individual is unable to complain themselves.
• If needed, we can help find an independent advocate to assist.
How to Complain Complaints can be made:
• In person
• By telephone
• Through a staff member
• Via an advocate or representative
• Orally (a written record will be provided within 3 working days)
• By letter
• By email
Anonymous Complaints
We accept anonymous complaints and treat them seriously. However, providing contact details allows us to share the outcome of our investigation.
The Registered Manager holds overall responsibility for managing complaints. We will provide reasonable assistance to help individuals understand the complaints process or direct them to appropriate support.
• Complaints are investigated by a senior member of the management team.
• Acknowledgement will be sent within 3 working days, including the name and contact details of the investigator.
• We aim to resolve complaints within 28 working days, unless a different timeframe is agreed upon.
• Complainants will be kept informed throughout the process
All complaints are handled confidentially and in accordance with data protection regulations.
Please note that all calls to our office numbers are recorded for quality and training purposes.
13. Subcontracting Policy for A&B Taxis
This policy sets out the terms under which A&B Taxis may subcontract passenger transport bookings between its two licensed operator bases:
A&B Taxis – Licensed Operator, Basildon Council
A&B Taxis – Licensed Operator, Castle Point Council
The policy ensures that all subcontracting complies with UK taxi/private hire legislation and the conditions imposed by each licensing authority.
A&B Taxis holds valid private hire operator licences with Basildon Council and Castle Point Council.
Subcontracting between these operator licences is permitted under Section 55A of the Local Government (Miscellaneous Provisions) Act 1976 (as amended) or any equivalent legislation in force.
Each licence must comply with the conditions imposed by its respective council.
All drivers and vehicles must be properly licensed with the operator licence they are dispatched from.
Bookings taken by A&B Taxis under one operator licence may, where necessary, be subcontracted to the other operator licence.
Subcontracted bookings will only be carried out by licensed drivers and vehicles attached to the receiving operator licence.
A booking will not be dispatched until the receiving operator base has confirmed acceptance
Passengers will receive the same high standards of service regardless of which operator licence fulfils the booking.
A&B Taxis remains responsible for the booking under the licence that originally accepted it.
Any complaints will be handled by the licence that took the original booking, with full cooperation between both operator bases
All subcontracted work will be undertaken by drivers and vehicles with valid hire & reward insurance.
Liability for the journey rests with A&B Taxis under the licence that originally accepted the booking, but both bases will cooperate in resolving claims or enforcement issues.
Customer details may be shared between the Basildon and Castle Point operator bases only for the purpose of fulfilling a subcontracted booking.
All data will be handled securely and in compliance with the UK GDPR.
A&B Taxis will maintain accurate records of all subcontracted bookings between its Basildon and Castle Point operator bases.
Records will be made available to licensing officers from either council upon request.