- These Terms and Conditions apply to all bookings and supersede all others.
- Payments and pricing
15 days from date of invoice, for account customers
Payment is taken at the end of each journey (non members). You can choose to pay with cash, debit/credit card. Amex cards are not accepted.
Please note that higher tariffs may be applied on or around bank holidays. This includes (but is not limited to) Good Friday, Easter Sunday, May Bank Holiday, Spring Bank Holiday, Liberation Day, Summer Bank Holiday, Christmas Eve, Christmas Day, Boxing Day and New Year’s Eve.
Please feel free to tip your driver if you wish, they will be most appreciative.
Please note that the price quoted on booking is not necessarily the final price. It is purely an estimate and does not take into account any ‘vias’ or waiting charges.
Any price or quotation is subject to change at any point without notice, including advertised
In the unlikely event of a refusal to pay the Prime fare, the police will be called and we reserve the right to charge for any legal or collection charges where it is necessary to obtain overdue payment through a third party or Court proceedings.
Personal Accounts are entitled to 5% and Corporate Accounts are entitled to 10% off discount on journeys. The discount is capped at £5 off maximum per journey.
We reserve the right to alter any details of services advertised without notice and while every effort is made to describe services accurately in the advertisement, no warranty is given as to accuracy and no responsibility will be accepted for error.
- Customer delays and ‘no-shows’
Every effort will be made to collect customers on time and avoid delays, but the booked collection time is a best estimate only.
The onus is on the customer to be at their parked car for the time booked – the reminder text message is a courtesy only and should not be relied upon. If the customer is delayed, the driver will wait at the parked car for 5 minutes beyond the booked time for free, thereafter we charge £3 per 5 minutes for waiting time at non-peak times and at peak times i.e. 10pm to 12.30am, £5 per 5 minutes. These charges will also be applied if the driver is asked to stop off en route, there is no free waiting time during a stop off.
Waiting is at Prime discretion and we will wait a maximum of 15 minutes, after which time we will leave if we haven’t heard from the customer, who will be charged the full price of the fare. Drivers are not authorised to wait for more than 15 mins, and if a longer delay is anticipated, the customer is required to make a second phone call to the Prime office to see if extending the waiting time is possible, dependent on the driver’s other scheduled pick-ups. If we cannot wait and you no longer want to go back home at this time you will be charged full fare.
Drivers will not wait for free and you should not ask them to do so, as they have no authority to waive waiting time charges.
In the event of a ‘no show’ by the customer, full fare will be charged. Our drivers will wait for 15 minutes but if we don’t hear from you then they will leave. It is your responsibility to let us know if you want us to wait and to call us if you haven’t heard from us.
- Prime delays
Please be aware that you may be booked for a specific time however our aim is to be with you within 20 minutes of this time either side. We endeavour to be on time but occasional delays are unavoidable, especially at peak times at weekends.
If we are up to 20 minutes late, no additional discount will be applied to the price of the journey.
If we are over 20 minutes late, we will give members a 10% discount, up to a maximum of £5.
We will call to let you know if your driver is delayed, at this point if you don’t want to wait for the driver you must let us know so we can cancel the journey, if this is not done and the driver gets to your car and you are not there, you will be charged full fare.
If we are due to arrive within 20 minutes of the booked pick-up time but you want to cancel and get home by other means, you will be charged full fare. To avoid this, you can request our ‘car home only’ service.
Please do not give our drivers or operator abuse over lateness. They work very hard to provide a good service but at times lateness can occur due to reasons outside our control.
Driver has the discretion to cancel any journey at any time.
- Insurance and legals
Prime drivers are fully comprehensively insured to drive any vehicle.
Customers’ personal property is carried entirely at their own risk, and the company shall not be liable or held responsible for any loss or damage to said property.
If drivers feel they are being pressurised to complete a manoeuvre that they are not comfortable with, they are authorised to decline completing the journey. Please remember that it is our driver’s licence and insurance that will be affected in the event of an incident, not yours.
If there is an incident and your car is damaged, this must be reported immediately to your driver and within 24 hours to the Prime office.
Please note that you cannot claim if damage occurs when the customer is not with the driver.
Please note that it is the customers responsibility to ensure the car is roadworthy. If car is not roadworthy, driver will be unable to drive the car and full payment will be taken.
- How to report a claim to us
Please tell us as soon as an incident occurs by calling our office on 01534 888830. Please leave a message with your contact details if the office is closed or email us at email@example.com we will get back to you as soon as possible.
Your journey fare will be taken and the incident will dealt with seperately.
When you call us we will ask you a series of questions on the phone. These will include questions about the full circumstances of the incident. Please tell us if any other person admitted blame for the incident.
In normal circumstances, we will be able to take all the details by phone, however, sometimes we will ask you to fill in a claim form.
If you are reporting damage to your car we may ask you for photos of the damage, your contact details and details of any witnesses, and we would then arrange a time to have a look at the damage ourselves.
If you do not report an incident within 24 hours, we will not take any responsibility for damage to your car.
Prime will not be held responsible for:
- Wear and tear on old parts if they break or any damage caused by our driver if he wasn’t informed about known hazards such as a difficult driveway for example
- Any damage caused by our driver when requested to move a car from a tight space, especially if he refuses and the customer insists
- Any damage caused by the road or glass.
Please remember to take into account when you request a Carback and select your parking location, that you are accepting extra weight in your car, so your car will sit closer to the ground as a result.
- Car-home-only service
If our car-home-only service is requested, Prime doesn’t take responsibility for:
- Any damage to your car that has not been caused directly by our driver. If you request that the driver collects your keys in order to bring your car to you and notice damage late when you get home or the next day, Prime cannot take responsibility for this, as it could have occurred on a previous occasion. You are responsible for inspecting your car before and after the Prime driver has driven your car.
- Not being able to find your car or car keys (we will park and leave keys where you ask, if instructions are not clear, we will hold the car keys for you to collect). If you have booked us to take your car home only and told us where to park it and what to do with the keys afterwards, we will do as asked but are not responsible if anything happens after we drop off the keys or the car. Nor are we responsible if you can’t find the keys or your car is missing or stolen.
- Your car being parked at the wrong address (we will park the car at the customer’s home address provided)
- Our recommended repairer service
Please do not take your car to the garage before letting us know about an incident, as this would affect your insurance claim. We offer the repair services of our own approved garage, following assessment by the required parties.
- Cancellations and refunds
A full refund will be made for any confirmed advance bookings that we cancel.
Refunds will take 3 to 4 working days to complete once Prime has agreed to refund. This cannot be completed any faster.
Once a booking has been confirmed there is no guarantee that we can accommodate a time change. If you do not want to go home at the time booked, please cancel your journey with plenty of notice to avoid charges. Do not book a journey hoping to change the time later on as we may not be able to accommodate a time change.
If you cancel with 60 mins or more’s notice, you will not incur a cancellation fee.
If you cancel within an hour of your pick-up time, you will incur a full fare charge.
If you require to cancel a December booking, please note that you must give Prime a minimum of 48 hours’ notice from the scheduled pick-up time to avoid a cancellation fee.
If you cancel a December booking within 24-48 hours of the scheduled pick-up time, you will incur a £16 cancellation fee.
If you cancel a December booking within 24 hours of the scheduled pick-up time, you will be charged the price of the full fare.
If you do not contact Prime to cancel/amend your booking and are not there to meet your driver at the pre-agreed time and location, the Prime driver will wait a maximum of 15 minutes before leaving. You will then be charged for the price of the full fare.
- Unacceptable behaviour
We ask that you please:
- Don’t coerce the driver into doing a ‘via’ without first confirming this is acceptable with the Prime operator. All ‘vias’ must be phoned through to the Prime office. Our drivers are tracked and the price will alter accordingly.
- Don’t ask the driver to carry out illegal manoeuvres, or request that he drives through any particularly narrow spaces that the car may struggle to fit through. The driver is within his rights to refuse and take an alternative route that he is more comfortable with.
- Don’t be rude to the driver. The driver is within his rights to refuse to drive you home and fare will still be charged.
Don’t have too many passengers, it is the Prime driver’s licence, not yours that is affected.
Prime do not drive people home who abuse the staff and the customer will be blocked from using the Prime service in the future.
- Force Majeure
We will not be held responsible for failure or delay in the carrying out of our obligations under the contract arising from any cause outside our reasonable control. In such circumstances we shall be entitled by notice to terminate the booking without incurring any liability to the customer.
- Bad weather conditions
If there are high winds or snow, we will monitor the situation and try our best to continue to provide the Prime service to get you home. Please check our website and Facebook/twitter feeds for live reports on our service provision if this is the case. We may need to cancel your booking if we feel it is unsafe to send the driver out. This is our last resort, we will try other options first which may involve time changes to original pick up. If this is the case, Prime does not pay for alternative transport costs.
In the unusual event that we are having to run a limited service, we will revert to booking in members only, and new and repeat customers will not be able to use the service in this event as we must cater to our member first. Members please remember bookings will be on a first come first served basis.
We do not want to let you down and will still drive you home if we can get to you. However, we do not accept responsibility of damage to you car if due to the weather conditions the car is damaged by falling branches etc
No Smoking Policy
Government ‘anti-smoking legislation’ deems a customer’s car as our drivers’ place of work (for the duration of the journey). Smoking is, therefore, strictly prohibited in any part of the vehicle.
If you want to book a pre-5pm Prime driver, you must enquire the previous day.
If you have a complaint, please let us know by email on firstname.lastname@example.org or call us on 1534 888830.