Terms & Conditions

These Terms apply to all users of the Heathrow Airport Rides website, mobile application, and any related services, including passengers, guest users, and registered account holders. If you are using the platform on behalf of a business, you confirm you have authority to bind that business to these Terms.

We may update these Terms from time to time. The current version will always be displayed on this page with the date it was last updated. Continued use of our platform after changes take effect constitutes acceptance.

You may use our Platform for lawful purposes only. You agree to provide accurate, current, and complete information when making bookings or creating an account. You are responsible for keeping your account credentials secure.

You must be at least 18 years of age to use Heathrow Airport Rides and to make bookings. By using the Platform you confirm you meet this requirement.

We reserve the right to suspend or terminate your access to the Platform at our sole discretion if we believe you have violated these Terms, provided false information, or engaged in fraudulent activity.

Making a booking

A booking is made when you complete the checkout process and receive a booking confirmation email. The confirmation constitutes a binding contract between you and the Operator for the specific journey described.

Booking confirmation

• You will receive a confirmation email and SMS with your booking reference and driver details.
• It is your responsibility to ensure your contact details are accurate at the time of booking.
• Driver details (name, vehicle registration, contact number) are provided at least 2 hours before your scheduled pickup.

Your responsibilities

• Be at the specified pickup location at the agreed time. A waiting time allowance of 15 minutes applies for standard pickups and 60 minutes for airport arrivals (from the confirmed landing time).
• Ensure the number of passengers and luggage declared at the time of booking is accurate.
• Treat the driver and vehicle with respect. Damage to a vehicle may result in additional charges.

All prices displayed on the Platform are Fixed Fares and are inclusive of VAT. There are no booking fees, service charges, or hidden extras added at checkout.

• Payment is taken at the time of booking via our secure payment processor (Stripe).
• We accept Visa, Mastercard, American Express, and Apple/Google Pay.
• Your quoted fare will not increase after booking, even if journey conditions change (traffic, road closures, etc.).
• Additional stops or significant route changes requested during the journey may be subject to additional charges agreed directly with the driver.

Promotional codes and discounts are applied at checkout and are subject to their own specific terms. Only one promotional code may be applied per booking.

To cancel a booking, log into your account and navigate to "My Bookings," or contact our support team at support@otscars.co.uk. Refunds are returned to the original payment method.

All Operators listed on our Platform have agreed to our Operator Terms and have confirmed they hold valid UK private hire or taxi licences, appropriate vehicle insurance, and driver DBS certification.

• The Operator is responsible for providing the vehicle described, on time, and at the agreed pickup location.
• The Operator is responsible for the safe transportation of passengers.
• Any complaints regarding driver conduct, vehicle condition, or missed pickups should be raised with Heathrow Airport Rides support within 48 hours of the journey.

Heathrow Airport Rides operates a Fare Protection Guarantee: if an Operator charges you more than the quoted Fixed Fare, we will refund the difference and conduct a compliance review of the Operator.

To the maximum extent permitted by law, Heathrow Airport Rides' total liability to you in connection with any claim arising from use of our Platform is limited to the value of the booking in question.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded under applicable law (including the Consumer Rights Act 2015).

All content on the Heathrow Airport Rides Platform — including but not limited to text, graphics, logos, software, pricing algorithms, and design — is owned by or licensed to Heathrow Airport Rides Ltd and is protected by UK and international intellectual property law.

• You may not reproduce, distribute, or create derivative works from our content without our prior written consent.
• You may not use our trademarks, logos, or branding without express written permission.
• Scraping, data harvesting, or automated querying of our Platform is strictly prohibited.

• Making false, fraudulent, or speculative bookings
• Using another person's payment method without their consent
• Attempting to circumvent our pricing, fee structure, or payment systems
• Uploading or transmitting malicious code, viruses, or harmful software
• Harassing, threatening, or abusing drivers, operators, or Heathrow Airport Rides staff
• Using our Platform in any way that violates applicable law or regulation
• Reselling or commercially exploiting our services without written authorisation

Breach of this section may result in immediate account suspension, recovery of losses, and referral to relevant authorities.

If you have a complaint about a booking or journey, please contact our support team within 48 hours at support@otscars.co.uk. We aim to acknowledge complaints within 24 hours and resolve them within 10 working days.

If we are unable to resolve a dispute informally, you may escalate to an Alternative Dispute Resolution (ADR) provider. Heathrow Airport Rides participates in the CEDR (Centre for Effective Dispute Resolution) scheme for consumer disputes.

You may also submit complaints to Trading Standards or the Citizens Advice consumer helpline if you are a UK consumer.

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms that cannot be resolved through our complaints process will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you retain the right to bring proceedings in the courts of your country of residence.

For any questions about these Terms, contact our legal team: