General Terms and Conditions
We “Pronto Cars London Ltd” reserve the right to alter or change the terms & conditions of
our services at any time. By placing a Booking with us, you agree to be bound by these Terms;
all Passengers are bound by these Terms whether or not they are the party making the
References in these Terms to “us” or” we” or “our” or “the Company” refers to Pronto cars,
and references to “you” or “your” or “the Customer” refers to the party making a Booking
with us or any person acting on their behalf.
Contracts with passengers
Under the guidance of Divisional Court judgement, December 2021
- 1) Pronto Cars (London) Ltd (T/a Pronto Cars) are responsible as a licensed operator for
any private hire booking made by any customer, whether on the telephone, e-mail or
our website, for the transportation of passengers or goods until the journey is
- 2) When the booking is accepted and completed, a mutual contract between us and the
passenger (person) making the private hire booking is in place.
- 3) We will confirm any booking by text message or e-mail in case of a web booking.
- 4) Before accepting, we will describe all the charges cash/card on acceptance of the
person making the booking (Web booking where you can see the charges first) and
confirm the booking as described earlier.
- 5) It is our Pronto Cars' responsibility in every case, whether there are complaints or you
have lost anything in the car.
- 6) If you want to cancel your journey, the passenger (person who made the private hire
booking) needs to call on our office number and ask for cancellation at least 30 minutes
before the booking time, and in case of Airport pickups, at least 2 hours of the booked
- 7) Any complaint about the journey should be directly reported to us by phone or e-mail.
- 8) Any lost item should be directly reported to us ASAP.
- 9) We are not charging any VAT on cash/card booking.
- 10) In case of cash private hire booking, you must have cash ready at the end of the
journey to be collected by the driver.
The Company shall use all reasonable endeavours to get you to your destination on time but
shall not be responsible for any loss or damage due to delays.
The company always strives to deliver a reliable service. However, sometimes cars cannot
arrive when a customer has booked, for reasons beyond our control. If your car is running
late, please get in touch with our office on 02072868888. We will do our best to tell you why
your car is late and advise you of the approximate arrival time.
It is the Customers responsibility to allow sufficient time for the journey, and the Customer
should allow additional time for delays and unexpected occurrences where the journey is
essential, especially if onward connections may be missed. Control Room staff may advise on
average journey times, but the decision and responsibility for booking time ultimately liaise
with the Customer.
The company will endeavour to book details correctly. However, we will not be held
responsible for any misunderstandings during telephone bookings between the booking
telephonist and the customer resulting in late arrival of the vehicle, incorrect vehicle type, or
non-arrival due to a cancelled booking. Under no circumstances shall the Company be liable
(in contract or otherwise) for any loss of profits, business, or indirect or consequential loss
All luggage or personal possessions are carried entirely at your risk. Drivers are instructed to
take lost possessions left in their cars to our head office. The company, where relevant and
within its means, will attempt to contact the customer and inform them of their lost
The Company shall be entitled to cancel all services if a declared national emergency, riot,
fuel shortage, industrial action, extreme weather or terrorist attack, or other circumstances
beyond its control.
If the car breaks down during your journey, the Company will endeavour to arrange an
alternative car to complete the journey as soon as practicable.
When a customer desires to travel to a particular place, the driver will, unless specifically
instructed by the Company, travel by the route which is, in his opinion, the best and most
convenient for motoring, whether the route is shortest or not. No allowance will be made to
the customer on the ground that the route adopted is not the shortest.
The customer shall compensate the Company against all losses, costs, damages, and
expenses arising from any act or omission of any passenger in their party.
All drivers are fully insured (with hire & reward insurance) and licenced by Public Carriage
Office, plus personally responsible for all goods & persons carried, therefore do not accept
any liability for persons, personal belongings or any goods carried. Unless it should be proven
that, it did not ensure that drivers’ insurance was up-to-date.
we reserve the right to refuse travel to anyone deemed a nuisance or danger to our
passengers or employees. We may seek the help of the police to remove any offenders from
our vehicles and will not pay compensation or refund in such circumstances.
If for some reason, you are unhappy with the service, you should send your complaints to
email@example.com, where a member of management will respond to you ASAP.
Payment (Account Customers)
Invoices shall be paid in full within 15 days of the issue thereof. Should any invoice not be
paid within 15 days, any outstanding invoices shall immediately become overdue,
automatically putting the account on hold.
The Customer shall not be entitled to any reason to withhold payment of invoices due to the
Company and, in particular, shall not be allowed to do so in circumstances where the
Customer is in dispute with the Company and claims money or compensation from the
Company in respect of the Services.
Customer Account Number
The customer will be issued with an account number & in some cases, passwords, which
must be quoted on all bookings. The Company accepts no responsibility when security
account numbers are used by unauthorised personnel and/or for unauthorised purposes.
Credit Card Bookings
There is a 2.50% admin charge on all card bookings, and the customer has to show the driver
the card on which payment is made. The customer must also show a matching photo ID, and
the cardholder must be present.
Once a card has been verified for a customer, they can use that card without ID in all future
Maximum Passengers and Bags per vehicle
CASH BOOKINGS AND CREDIT AND DEBIT CARD BOOKING ADDITIONAL FEES
- Saloon--1-4 passengers, 1-2 suitcases and 2 handbags.
- Estate-- 1-4 passengers, 3-4 suitcases and 2 handbags.
- MPV-- 1-4 passengers, 6 suitcases and 6 handbags.
- 8 Seater--5 passengers, 5 suitcases and 5 handbags.
- 8 Seater--6 passengers, 2 suitcases and 6 handbags.
- 7 Seat minibus-- 1-7 passengers, 8 suitcases and 8 handbags.
- 8 Seat minibus-- 1-8 passengers, 8 suitcases and 8 handbags.
All cash payments shall be made directly to the driver.
The Company reserves the right to charge the Customer for any additional costs incurred by
the Company as a result of any variation from the Original Journey specified at the time of
The Customer will be responsible for the conduct of all passenger(s) and shall pay for any loss
and/or damage caused by the such passenger(s) to the vehicle or any other property of the
Company, including but not limited to cleaning costs following any spillage or soiling of the
If the booking is cancelled upon arrival of the vehicle to collect the Customer of any
passenger(s), a cancellation fee will be payable by the Customer to the Company.
In relation to collections from airports/airport pickups, there are 30-minute car parking fees
included. The Company will allow 40 minutes (starting from the landing time). Thereafter the
Company reserves the right to charge the Customer for the waiting/loading time after the 30
minutes plus any additional car parking fees (minus the first 30 minutes).
Changes to the Journey
- ASAP journeys- cancellation fees apply if the driver arrives at the pickup address.
- Per bookings/local pickups- cancellation fees apply if the customer cancels 5 minutes or less
before the booking and the driver is already dispatched.
- Pre bookings/central London & Knightsbridge- cancellation fees apply if the customer
cancels 10 minutes or less before the booking and the driver is already dispatched.
- Pre bookings/outside our pickup area- cancellation fees apply if the customer cancels 20
minutes or less before the booking and the driver is already dispatched.
- Pre bookings/outside M25- cancellation fees apply if the customer cancels 30 minutes or
less before the booking and the driver is already dispatched.
- Pre bookings/airport pickups- cancellation fees apply if the customer cancels after the
driver has entered the car park.
In the event that the Customer requires the Company during the course of the Original
Journey to make any alternative pick up(s) or collection(s)of passenger(s) or goods from
other locations during the course of the Original Journey or drop off any passenger(s) at
other locations other than specified in the Original Journey or to take any variation for the
Original Journey route specified at the time of booking, additional charges may be applied by
the Company, at its then-current charge rate, which is available on request.
In the event that the Customer requires more than 4 passengers to travel in a vehicle and has
not specified this at the time of booking of the Original Journey additional charges may be
levied by the Company, at its then standard charge rates, which are available on request for
the provision of a larger vehicle or the carriage of additional passengers in excess of 4.
- £35 for Saloon & Estate.
- £50 for MPV & Minibus.
The Customer and any passenger(s) and any luggage or personal items shall be ready for
collection at the time specified by the Customer when the booking is made. The Company
will allow 5 minutes for waiting or loading when picking up the Customer and passenger(s). In
the event that all Customers have not boarded the vehicle within 5 minutes of the time
specified at the time of booking the Original Journey or if no time is specified at the time of
arrival of the vehicle at the pickup address, the Company reserves the right to charge the
Customer for the total loading/waiting time (for the avoidance of doubt, including the first 5
minutes) at its current rate Saloon and Estate vehicles and £18.00 per hour or £1.50 every 5
minutes for MPV and Minibus vehicles.
Pronto Cars(London) Ltd, Ground floor front, 5 Sutherland Avenue, London W9 2HE
Pronto Cars London Ltd
Ground Floor Front, 5 Sutherland Avenue, London, W92HE
Tel:0207 286 8888
Company registration No: 07576328
Public Carriage Office License: 7473
1. It is your responsibility to read and understand Pronto Cars’ terms & conditions & privacy
policies before ordering a vehicle.
2. Ordering a vehicle confirms acceptance of our terms & conditions & privacy policies
In all cases, the Laws of England &Wales shall apply. All personal data is protected by the
Data Protection Act & UK statutory rights apply. All rights reserved