Terms & Conditions

In line with the Divisional Court judgment, December 2021:

1. Pronto Cars (London) Ltd, trading as Pronto Cars, is responsible as a licensed operator for every private hire booking made by a customer — whether by telephone, email or through our website — for the transportation of passengers or goods, until the journey is completed.
2. Once a booking is accepted and completed, a contract is formed between us and the passenger who made the private hire booking.
3. We will confirm every booking by text message or email in the case of a web booking.
4. Before accepting a booking, we will set out all charges (cash or card) to the person making the booking. For web bookings, charges are shown before you confirm.
5. Pronto Cars is responsible in every case for handling complaints or items left in the vehicle.
6. To cancel a journey, the passenger who made the booking must call our office and request cancellation at least 30 minutes before the booking time (at least 2 hours before the booking time for airport pickups).
7. Any complaint about a journey should be reported to us directly by phone or email.
8. Any lost item should be reported to us as soon as possible.
9. All prices quoted are inclusive of VAT for cash and card bookings.
10. For cash bookings, you must have the fare ready in cash for the driver at the end of the journey.

We will use all reasonable endeavours to get you to your destination on time but are not responsible for loss or damage caused by delays.

We always aim to deliver a reliable service; however, cars can occasionally be delayed for reasons beyond our control. If your car is running late, please call our office on 020 7286 8888 and we will do our best to explain the delay and give you an estimated arrival time.

It is your responsibility to allow sufficient time for your journey, particularly where onward connections may be missed, and to build in extra time for possible delays. Our control room staff can advise on average journey times, but the final decision on booking time remains with you.

We take care to record booking details accurately. However, we are not responsible for any misunderstanding during a telephone booking between our booking agent and the customer that results in a late arrival, an incorrect vehicle type, or non-arrival due to a cancelled booking. Under no circumstances will the Company be liable, in contract or otherwise, for loss of profits, loss of business, or any indirect or consequential loss.

All luggage and personal possessions are carried entirely at your own risk. Drivers are instructed to return any items left in their vehicle to our head office. Where possible, we will attempt to contact the customer to arrange the return of lost property.

We reserve the right to cancel services in the event of a declared national emergency, riot, fuel shortage, industrial action, extreme weather, terrorist attack, or other circumstances beyond our control.

If a vehicle breaks down during your journey, we will arrange an alternative vehicle to complete the journey as soon as practicable.

Unless a customer gives specific instructions, or the Company directs otherwise, the driver will take the route they consider best and most convenient — not necessarily the shortest. No allowance or refund will be given on the basis that a different route was, or would have been, shorter.

The customer agrees to compensate the Company for all losses, costs, damages and expenses arising from any act or omission by any passenger in their party.

All drivers are fully insured under hire-and-reward insurance and licensed by the Public Carriage Office. Each driver is personally responsible for the passengers and goods they carry. Accordingly, the Company does not accept liability for persons, personal belongings or goods carried, unless it can be shown that we failed to ensure the driver’s insurance was up to date.

We reserve the right to refuse travel to anyone considered a nuisance or a danger to our passengers or staff. We may involve the police to remove such persons from our vehicles, and no compensation or refund will be given in these circumstances.

If you are unhappy with any aspect of our service, please email admin@prontocars.co.uk. A member of our management team will respond as soon as possible.

Invoices must be paid in full within 15 days of issue. Any invoice not paid within this period becomes overdue immediately, and the account will automatically be placed on hold.

The Customer is not entitled to withhold payment of any invoice owed to the Company, including where the Customer disputes a charge or claims money or compensation from the Company in relation to the services provided.

Account customers are issued an account number and, in some cases, a password, which must be quoted on every booking. The Company accepts no responsibility for the use of an account number by unauthorised individuals or for any unauthorised use.

A 2.50% admin charge applies to all card bookings. The cardholder must be present, must show the driver the card used for payment, and must provide matching photo ID.

Once a card has been verified for a customer, it may be used for future bookings without further ID checks.

All cash payments must be made directly to the driver.

We reserve the right to charge the Customer for any additional costs arising from a variation to the journey originally specified at the time of booking.

The Customer is responsible for the conduct of all passengers in their party and will be liable for any loss or damage caused to the vehicle or other Company property, including but not limited to cleaning costs following any spillage or soiling.

If a booking is cancelled after the vehicle has arrived to collect the Customer or any passenger, a cancellation fee will apply.

Airport pickups include 30 minutes of car parking. We allow 40 minutes from the recorded landing time before charges apply. After this, we reserve the right to charge for waiting/loading time beyond the first 30 minutes, plus any additional parking fees (less the first 30 minutes, which are included).

Cancellation fees apply as follows:

• ASAP journeys – if the driver has already arrived at the pickup address.
• Local pre-bookings – if cancelled 5 minutes or less before the booking time and the driver has been dispatched.
• Pre-bookings, Central London & Knightsbridge – if cancelled 10 minutes or less before the booking time and the driver has been dispatched.
• Pre-bookings outside our pickup area – if cancelled 20 minutes or less before the booking time and the driver has been dispatched.
• Pre-bookings outside the M25 – if cancelled 30 minutes or less before the booking time and the driver has been dispatched.
• Airport pickups – if cancelled after the driver has entered the car park.

If the Customer requests an additional pickup, drop-off, or change of route during a journey that was not specified in the original booking, additional charges may apply at our current rates, available on request.

If the Customer requires more than 4 passengers to travel and this was not specified at the time of booking, additional charges may apply for the provision of a larger vehicle or the carriage of extra passengers, at our current rates, available on request.

• Saloon & Estate: £35
• MPV & Minibus: £50

The Customer and all passengers, along with their luggage, must be ready for collection at the time specified when the booking was made. We allow 5 minutes of waiting/loading time on arrival. If boarding is not complete within 5 minutes of the specified time (or, where no time was specified, within 5 minutes of the vehicle’s arrival), we reserve the right to charge for the total waiting/loading time, including the first 5 minutes, at our current rate:

• Saloon & Estate: £25 per hour (£0.42 per minute)
• MPV & Minibus: £30 per hour (£0.50 per minute)

Pronto Cars (London) Ltd — Ground Floor Front, 5 Sutherland Avenue, London, W9 2HE

Tel: 020 7286 8888 · Email: admin@prontocars.co.uk · Web: www.prontocars.co.uk

Company Registration No: 07576328 · Public Carriage Office Licence: 7473

1. It is your responsibility to read and understand these Terms & Conditions and our Privacy Policy before booking a vehicle.
2. By placing a booking, you confirm your acceptance of these Terms & Conditions and our Privacy Policy without reservation.

These Terms are governed by the laws of England & Wales. All personal data is protected in accordance with the Data Protection Act and applicable UK statutory rights. All rights reserved.