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 Booking.

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 completed.

  • 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 time.

  • 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 whatsoever.

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 possessions.

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.

Disorderly Behaviour

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, 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 transactions.

Maximum Passengers and Bags per vehicle

  •   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 booking.

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 vehicle.

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.

Airport Pickups

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).

Cancellation Fees:
  •   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.

    The prices for cancellation are as follows:

  •   Local- £5
  •   Central London & Knightsbridge- £8
  •   Outside our pickup area- £15
  •   Outside M25- £25
  •   Airport pickups- £25 + car parking fees.

Changes to the Journey

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.

Cleaning Costs
  •   £35 for Saloon & Estate.
  •   £50 for MPV & Minibus.

Waiting/Loading Time

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

Company Information:
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 without reservation.

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

Ground Floor Front, 5 Sutherland Avenue, London, W9 2HE