Winter Sale! Prices up to 10% OFF, book today and save!

Terms & Conditions

Terms & Conditions

The following terms and conditions apply to all services provided by FG Twelve Ltd. (t/a Twelve Transfers) with the following details…

  • Company based at Jhumat House, 160 London Road, London IG11 8BB
  • Company registration number 09611895
  • Operator license number 009198

All services provided are subject to these terms and conditions. By booking with us online, by phone, chat or email, you are agreeing to the terms and conditions mentioned here. Please take the time to read our terms and conditions as you are agreeing to these when choosing to use our services.

If you are still unsure and would like advice from one of our operators, you can call us at +44 (0)20 3459 5700, email us at info@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

1. DEFINITIONS AND INTERPRETATION

  • 1.1. The Terms and Conditions – Any standard terms and conditions set out in this document including any special terms and conditions agreed in writing between The Passenger and The Provider.
  • 1.2. The Passenger – The person or company making the booking and any other person on whose behalf the booking is being made. By travelling in our vehicles, each passenger is deemed to have accepted these Terms and Conditions.
  • 1.3. The Provider – FG Twelve Ltd. (t/a Twelve Transfers).
  • 1.4. The Contract – The provision of transportation / minicab services as defined in section 2.
  • 1.5. The Transportation Service The transportation / minicab service to be supplied by The Provide in accordance with these terms and conditions.

2. TRANSPORTATION / MINICAB SERVICES

  • 2.1. A booking represents an offer by The Passenger to purchase The Transportation Service in accordance with these Terms and Conditions, and an
    acceptance by us (The Provider) to undertake and be fully responsible for providing The Transportation Service. A booking will only be deemed to have been accepted, and thus a Contract entered into, when The Provider confirms the booking by sending an email confirmation to The Passenger. At this point, The Contract has been entered into between The Provider and The Passenger for the booking and the provision of The Transportation Service.
  • 2.2. The Provider reserves the right to decline a booking for any reason and at its sole discretion. Once a booking has been accepted, The Provider will be responsible for the provision of The Transportation Service.
  • 2.3. By requesting a booking on The Provider’s website (www.twelvetransfers.co.uk) via the booking page, by chat, by telephone, by email or by any other means, The Passenger accepts these Terms and Conditions.
  • 2.4. The Provider shall use reasonable endeavours to provide a PCO licensed driver and a PHV licensed vehicle in good working order of the type specified by The Passenger or, in the event that such a vehicle is not available, a reasonable alternative vehicle. 
  • 2.5. The Provider reserves the right to use the services of other Licensed Minicab Companies (known as “third parties”) to provide The Transportation
    Services to The Passenger. In this instance, the provision of The Transportation Service will remain the responsibility of The Provider to the extent permitted by law. 
  • 2.6. These Terms and Conditions shall be governed by and construed in accordance with the laws of England and any disputes will be decided only by the English courts.

3. BOOKING TERMS

  • 3.1. When The Provider has quoted a price to The Passenger, the quoted price shall be valid for 24 hours only or such other time as The Provider may specify from time to time.
  • 3.2. The quoted price provided to The Passenger at the time of booking shall be fixed and based on the journey specified by The Passenger at that time (the “original journey”). The price will be fixed and will only change if alterations to the original journey occur or if delays take place (as is listed in the price list).
  • 3.3. The quoted price by The Provider shall be based upon the company’s chosen route between the collection address and the destination (via any other pick-up points or drop-off points stated by The Passenger at the time of making the booking). Should The Passenger wish to take a specific route (which is different to that taken by The Provider), The Provider reserves the right to charge The Passenger for any additional costs which may be incurred as a result of any variation or deviation from the original journey specified at the time of booking (the price will be recalculated based on the new requirement).
  • 3.4. The Provider shall be entitled to vary the price list from time to time at its sole discretion.
  • 3.5. The Provider reserves the right to charge The Passenger a surcharge for all bookings made during the Christmas, New Year’s, Easter Period and Public
    Holidays, as well as during certain time frames on weekdays and weekends, as detailed in the price list. Surcharges can also be applied during periods of high demand and based on availability at the time.
  • 3.6. When making a booking, The Contract shall be made between The Provider and The Passenger in relation to card payment. The Passenger must elect to pay The Provider for The Transportation Service either by way of a credit card or a debit card payment, details of which shall be processed by The Provider. The option to pay by BACS (bank transfer) is also available in certain circumstances.
  • 3.7. The Provider reserves the right to charge The Passenger a fee for the following extras: additional terminal pickups, baby or child seat(s), extra undeclared luggage, WiFi, additional waiting or other such extras as detailed in the price list.
  • 3.8. The Provider reserves the right to charge The Passenger a fee for instances where the details advised in the original journey do not match those at the time of travel (ex. The Passenger initially books for 2 people plus luggage and there is a total of 3 people plus luggage at the time of travel, The Passenger requires additional pickups, drop-offs or the requirements are different to what was advised in the original journey). Where possible to accommodate these changes on the spot, the price will be recalculated based on the new requirement.  
  • 3.9. The Passenger must inform The Provider at the time of making a booking if they wish to carry any domestic animals in any of our vehicles. All domestic animals should be carried in a suitable travel cage or harness, if appropriate and/or be suitably restrained. The Provider reserves the right to charge The Passenger a fee for this as detailed in the price list. Guide dogs are exempt from this requirement and are permitted to be carried in any of our vehicles.
  • 3.10. If a booking is cancelled by The Passenger with more than 24 hours before scheduled pickup time in the original journey, The Provider will refund 100% of the booking fee to The Passenger. Full details on this can be found in our Cancellation Policy.
  • 3.11. If a booking is cancelled by The Passenger between 24 hours and up to 3 hours before scheduled pickup time in the original journey, The Provider reserves the right to apply a 30% cancellation fee of the booking. Full details on this can be found in our Cancellation Policy.
  • 3.12. If a booking is cancelled by The Passenger between 3 hours (before scheduled pickup time in the original journey) and up until the vehicle has
    departed to fulfil the booking
    , The Provider reserves the right to apply a 50% cancellation fee of the booking. Full details on this can be found in our Cancellation Policy.
  • 3.13. If a booking is cancelled by The Passenger after the vehicle has departed to fulfil the booking (but prior to its arrival at the collection address), or after arrival of the vehicle at the collection address, The Provider reserves the right to apply a 100% cancellation fee of the booking. Full details on this can be found in our Cancellation Policy.

4. INCLUDED WITH THE BOOKING

  • 4.1. The Provider will allow a maximum of 15 minutes free waiting or loading time when picking up The Passenger from a regular address. In the event that
    all booked passengers have not boarded the vehicle within 15 minutes of the stipulated pickup time, The Provider reserves the right to charge The Passenger a waiting time fee (as detailed in our price list) proportionate to the delay in departure from the collection address, which will not, for the avoidance of doubt, include the first 15 minutes. After the free 15 minutes of waiting time pass, if contact cannot be made with The Passenger, the booking will be automatically considered cancelled due to “no show” policy after a further 15 minutes of waiting (a total of 30 minutes of waiting).
  • 4.2. The Provider will allow a maximum of 30 minutes free waiting or loading time when picking up The Passenger from an airport or port address (a London airport: Heathrow, Gatwick, Stansted, Luton, London City or Southend; or major port/cruise terminal: Southampton, Portsmouth, Dover, Harwich, Tilbury). The Provider will allow a maximum of 30 minutes free waiting time and parking starting from the scheduled pick-up time (for airports pick-ups, scheduled time is worked out by adding the chosen time frame “meet and greet period” after the last known estimated arrival time of an inbound international flight). The Provider reserves the right to charge The Passenger a waiting time fee (as detailed in our price list) proportionate to the delay in departure, which shall not include the first 30 minutes, but only the period waited after this initial time frame. For the purposes of this clause the “last known estimated arrival time” will either be (a) if The Passenger provides a flight number at the time of making the booking, The Provider will monitor the relevant flight and alter the collection time as needed; or (b) if The Passenger does not provide a flight number, the time which has been specified by The Passenger. After the free 30 minutes of waiting time pass, if contact cannot be made with The Passenger, the booking will be automatically considered cancelled due to “no show” policy after a further 30 minutes of waiting (a total of 60 minutes of waiting).
  • 4.3. A maximum time of 30 minutes for normal bookings and 60 minutes for airport/port bookings will be allocated, after which time non-contact with The
    Passenger will classify the booking to be a “no-show”. For the purpose hereof, a “no-show” is defined as an event whereby The Passenger (a) in case of address collection, fails to meet the driver at the agreed pick-up time at the agreed pick-up point; or (b) in case of airport/port collection, fails to meet the Driver at the defined meeting point within the allocated time.
  • 4.4. The Provider includes as standard with collections from a London airport or major port/cruise terminal as defined in clause 4.2. the following services: flight tracking (available only with airport collections – where possible and accurate flight number is given at the time of booking, The Provider will monitor the flight status and reschedule the pickup time based on actual landing time of flight; the time frame that is selected between flight landing time and original journey pickup time [known as “meet and greet period”] will be used to determine the actual pickup time in events of early or delayed flight arrivals; where this is not possible, the original journey pickup time will be maintained), meet and greet service (the driver will enter the terminal and wait for The Passenger at the defined meeting point – the location along with the driver and vehicle information will be provided in a confirmation email) and 30 minutes of inclusive waiting time and parking (the free waiting and parking period starts from the scheduled pickup time – this will take into account the actual flight landing time, where applicable). 
  • 4.5. All parking fees will be chargeable to The Passenger for collections from airports, ports, international and domestic train terminals, or any regular address which requires paid parking (as detailed in our price list).

5. GENERAL TERMS

  • 5.1. The Passenger is required to always use seatbelts.
  • 5.2. The Passenger is not permitted to smoke in any of our vehicles.
  • 5.3. The Passenger shall not play any musical instrument or recorded music in any of our vehicles except with the prior permission of The Provider.
  • 5.4. The Passenger shall not consume alcohol in any of our vehicles except with the prior permission of The Provider. The Provider reserves the right to decline carriage to any Passenger who appears intoxicated.
  • 5.5. The Provider reserves the right to decline carriage to any Passenger who behaves in a disorderly, threatening or abusive manner or who, in its absolute discretion, The Provider considers a nuisance or a danger to its staff.
  • 5.6. The Provider will allow unaccompanied children of 14 years of age or less to travel alone in a vehicle at its own discretion. When booking a journey for any child less than 14 years of age, The Passenger must inform The Provider that a child will be travelling. The Provider does not accept any additional responsibility for any child who travels unaccompanied in a vehicle. Please note child seats are not a requirement in Private Hire Vehicles, and for this reason we do not enforce or guarantee that these can be provided while undertaking a journey with us; you can bring your own seat, but this cannot be stored within the vehicle after the completion of the journey. If available, The Provider reserves the right to charge a fee for any requested child seats as is detailed in our price list.
  • 5.7. The transportation of luggage within the vehicle shall be permitted in the absolute discretion of The Provider, otherwise, this must be stored in the appropriate storage location (vehicle trunk/boot). The Passenger shall remain responsible at all times for their personal luggage. The driver may assist The Passenger with the loading and unloading of luggage from the vehicle, at the driver’s sole discretion.
  • 5.8. The Provider accepts no responsibility for the loss or damage to any luggage which is transported in any of our vehicles. The Passenger acknowledges and accepts that any luggage stored in the vehicle may move around during the journey. The Passenger should also take extra care when opening the luggage compartment of the vehicle.
  • 5.9. The Provider will not carry any of the following and reserves the right to add to this list at any time: explosives, firearms, flammables, fragile, breakable or temperature sensitive items, hazardous items, illegal narcotics or drugs.
  • 5.10. The Provider reserves the right to charge a reasonable cleaning and/or repair charge plus up to three (3) hours loss of earnings for the driver at our normal hourly rate (as detailed in the price list) in the event of spillages or in the event that any Passenger vomits or otherwise soils or damages a vehicle.
  • 5.11. The Provider shall not be responsible for any property left by The Passenger in any vehicle. If found, such property will be stored by The Provider for a period of 14 days and thereafter The Provider shall be entitled to return, destroy or otherwise dispose of such property as it, in its absolute discretion, sees fit. If applicable, The Passenger will be responsible for covering the cost for returning the item (by post, currier or by organising a booking for the driver to return the item), which will be confirmed prior.
  • 5.12. The Passenger shall be responsible for covering the cost of extra charges for additional waiting (and parking) in the event of a delay with the collection, caused by factors out of The Provider’s control, such as immigration, luggage claim queues, lost property, delays caused by the airport/airline used, traffic or other such occurrences, as detailed in our price list.
  • 5.13. The Provider uses Google Maps to improve the website user experience for The Passenger. However, The Provider does not assume any responsibility for the map’s accuracy, distance or time displayed by Google Maps. This is a third party service.

6. PRICE LIST

  • 6.1. Car Type Fees
    • These fees apply on top of the standard journey fee
      • Saloon (1-2 passengers / max. 2 check in / 2 hand luggage) = £0.00
      • Executive (1-2 passengers / max. 2 check in / 2 hand luggage) = £30.00
      • Estate (1-3 passengers / max. 3 check in / 3 hand luggage) = £10.00
      • MPV (1-4 passengers / max. 4 check in / 4 hand luggage) = £25.00
      • MPV8 (1-8 passengers / max. 8 check in / 8 hand luggage) = £40.00
      • MPV Executive (1-6 passengers / max. 6 check in / 6 hand luggage) = £80.00
  • 6.2. Hourly Waiting Rates
    • These fees apply on top of the standard journey fee and reflect waiting periods
      • Saloon = £40.00/ hour (minimum 2 hours) 
      • Executive = £50.00/ hour (minimum 3 hours) 
      • Estate = £45.00/ hour (minimum 2 hours) 
      • MPV = £50.00/ hour (minimum 3 hours) 
      • MPV8 = £60.00/ hour (minimum 3 hours) 
      • MPV Executive = £65.00/ hour (minimum 3 hours) 
  • 6.3. Waiting Time Fees
    • Regular address bookings

      • 0-15 minutes = free of charge
      • +15 minutes = £0.35/minute for Saloon & Estate category; £0.50/minute for MPV & Executive category; £0.70/minute for MPV8 & MPV Executive category + any parking (if applicable)
    • Airport & port bookings

      • 0-15 minutes = free of charge
      • +15 minutes = £0.35/minute for Saloon & Estate category; £0.50/minute for MPV & Executive category; £0.70/minute for MPV8 & MPV Executive category + parking ticket (anything above included value)


        *Please note that we are unable to foresee possible delays experienced due to passport control, luggage claim or other such situations that are not in our control, and we will be obliged to apply these charges regardless, in order to compensate the driver for their additional waiting and/or parking expenses.

    • Train station bookings

      • 0-15 minutes = free of charge
      • +15 minutes = £0.35/minute for Saloon & Estate category; £0.50/minute for MPV & Executive category; £0.70/minute for MPV8 & MPV Executive category + any parking (if applicable)
      • Meet & Greet is charged with £15.00 extra and include 30 mins of parking
  • 6.4. Other Charges
    • Child seat* (infant, child or booster seat) = no longer provided (where possible, we will provide this at a cost of £10.00/seat)
    • Diversion or stop on the way = Charged at standard rates (£2.00/mile for Saloon & Estate category; £2.50/mile for MPV & Executive category; £3.00/mile for MPV8 & MPV Executive category) 
    • Wi-Fi hotspot = £10.00
    • Refreshments = £15.00
    • Extra 30mins waiting = £15.00
    • Extra airport terminal pickup = £30.00 + cost of waiting time at applicable rate
    • Vehicle soiling = £20.00 (or more depending on the incident at hand, a receipt will be provided in such events)
    • Extra undeclared luggage = £10.00/item
    • Credit/Debit card payment fee = £0.00 

      *Please note that child seats are not enforced or a requirement in Taxi & Private Hire Vehicles, and for this reason we do not provide these while undertaking a journey with us; where possible, we will provide this if requested in advance (although not guaranteed), or you can bring your own seat (but this cannot be stored with the driver).
  • 6.5. Public Holiday Charges
    • The following days will be charged at holiday rate by the Company for any services provided:
      • Christmas period – between 00:00 on 24/12/2022 up to 23:59 on 26/12/2022 – 30% extra charge applicable (surcharges can vary and increase depending on availability)
      • New Year’s period – between 00:00 on 31/12/2022 up to 23:59 on 01/01/2023 – 30% extra charge applicable (surcharges can vary and increase depending on availability)
      • Easter period – between 00:00 on 07/04/2023 up to 23:59 on 10/04/2023 – 30% extra charge applicable (surcharges can vary and increase depending on availability)
      • Bank Holidays – between 00:00 and up to 23:59 on any given bank holiday – 30% extra charge applicable (surcharges can vary and increase depending on availability)
      • Additional surcharges can be applied over time or on short notice depending on availability
  • 6.6. Evening/Early Morning Surcharges
    • Please note that reservations with travel time taking place during the evenings and early mornings (Monday or Sunday) will be subject to a surcharge, which might vary depending on season and availability at the time.
      • During the Spring – Autumn period (1st May – 30th September) all reservations taking place during the evening/early morning time frame (applies Monday – Thursday between 18:00 PM – 05:15 AM, Friday – Saturday between 15:00 PM and 06:15 AM, Sunday between 14:00 PM and 06:15 AM – London GMT time) will have a 20% (25% during weekends) surcharge applicable.
      • During the Autumn – Spring period (1st October – 30th April) all reservations taking place during the evening/early morning time frame (applies Monday – Thursday between 18:00 PM – 05:15 AM, Friday – Saturday between 15:00 PM and 06:15 AM, Sunday between 14:00 PM and 06:15 AM – London GMT time) will have a 15% (20% during weekends) surcharge applicable.
  • 6.7. Travelling with Pets within the Vehicle
    • Transport for London enforces that all licensed London taxis and minicabs offer their services to guide dog users without extra charging them. If a company or a driver has refused to undertake a journey or has charged you extra because of a guide dog, you can report them directly to the Transport for London Taxi and Minicab division. This applies to accredited assistance dog users only.
    • Pets are allowed within certain vehicles only, so it would be ideal to pre-book such a requirement. We apply a flat £10.00 charge (or more, depending on special circumstances) for such occurrences and the pet must travel within a safe cage or secure safety lease/harness while in transit (this is a law requirement).

FG Twelve Ltd t/a Twelve Transfers (“the Company”) is committed to protecting and respecting your privacy and safeguarding your data and individual level information in a secure, respectful and trustworthy manner.

This notice sets out how we will process any personal data we collect from you, or that you provide to us. Please read the following carefully to understand our views, practices and processes regarding your personal data and how we will treat this information.

For the purposes of the Data Protection Act, the data controller is FG Twelve Ltd t/a Twelve Transfers of Jhumat House, 160 London Road, London IG11 8BB.

Twelve Transfers is committed to, and fully compliant with all our statutory and legislative regulations (and our supporting in-house best practice guidelines) to ensure the security and confidentiality of the data relating to that of our customers, our staff and all associated third parties. Our processes and systems, both computer-based and paper-based, adhere to the standards set by the Data Protection Act.

We ensure that our company servers, personal computers (PCs), laptops and company mobile devices are suitably secure for the purposes of our work with our customers and suppliers.

We have rigorous systems and safeguards in place which we underpin with in-house training and regular auditing of our IT systems to ensure that all sensitive commercial data and individual level information is shared only on a need-to-know basis, and to ensure that cyber threats are managed, mitigated, and eliminated.

Twelve Transfers has proactively sought external guidance in order to ascertain how we as a business can implement the stipulations of the General Data Protection Regulation (GDPR) in order to best serve our customers.

The information we collect

Collection of personal information

We will use your personal and non-personal information only for the purposes for which it was collected or agreed with you, such as:

  • To carry out our obligations arising from any agreement reached between you and us;
  • To notify you about changes to our service;
  • For the detection and prevention of fraud, crime, or other malpractice;
  • To conduct market or customer satisfaction research or for statistical analysis;
  • For audit and record keeping purposes;
  • In connection with legal proceedings;
  • We will also use your personal information to comply with legal and regulatory requirements or industry codes to which we subscribe, or which apply to us, or when it is otherwise allowed by law;
  • Collect information about the device you are using to view our website, such as your IP address or the type of internet browser or operating system you are using with the purpose of offering a better user experience;
  • To respond to your queries or comments.

Depending upon the nature of our relationship with you, we may collect different information and these differences are outlined below.

Customers

We collect and process your personal information mainly to provide you with access to our services and products, to help us improve our offerings to you and for certain other purposes explained below. We do not knowingly set out to collect personal data, it is only provided to us by you by contacting us via our website www.twelvetransfers.co.uk (“our website”) or through our mobile application (“our app”), by phone or by email.

Once collected, this data is only used to deliver the service and to respond to you and answer any questions you have. We do not collect sensitive data – financial, health or information about children. This does however include name, phone number, email etc. We collect and process the following information relating to our customers:

  • Information collected includes details provided at the time of booking. Examples of information we collect from you are: name, telephone number, email address and the relevant information relating to the booking in cause (address, date/time of travel etc.). This is also done when creating an account with Twelve Transfers;
  • If you contact us by email or chat, we will keep a record of that correspondence. If you contact us by telephone, we will not keep a record of that correspondence;
  • We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them;
  • To confirm and verify your identity or to verify that you are an authorised customer for security and compliance purposes;
  • Additionally, we may collect non-personal information such as geographical location. This is collected as part of the services we provide and are not held for any other purpose. You cannot be identified from this information and it is only used to assist us in providing an effective service.

Employees and Drivers

We will collect information relevant to our legal obligations as an employer or as a contracted party for drivers and may include your name, telephone number and email address, in addition to address, bank account details, licencing information and details relating to criminal convictions and other info as part of our screening and vetting processes.

Suppliers

We will collect information relevant to our status as a customer of yours and may include your name, telephone number and email address, in addition to address, bank account details, licencing information and information relating to the services and products you provide us.

Why we need your details

The reason we require your personal data is to ensure that we are able to fully assist you with any enquiries or requested services. We will not collect any personal data from you if not required to provide or oversee the requested services to you. The lawful basis for processing data identified by Twelve Transfers includes:

  • Legal obligations (for example, as an employer or as part of obligations with regards to HMRC or Transport for London);
  • Performance of a contract (especially with regards to our customers and our suppliers);
  • Legitimate interest (such as when we ask for your feedback or advice on how to continually improve);
  • Consent (only used when sensitive information is required to be processed by us).

What we do with your details

The limited personal data we obtain is only processed in the UK and EU area. Our hosting is exclusively done in the EU area. Third parties will have access to your personal data only when they are under contract and following the signature of a non-disclosure agreement and only in line with the services these third parties are contracted to do so in order for Twelve Transfers to function as a business. These third parties include:

Customers (website and app users)

  • Data will be disclosed to the designated driver of your reservation in order to complete the requested service;
  • Auditors, consultants and specialist service providers for the purposes of ensuring Twelve Transfers operate legally and safely. These include hosting and IT services providers, critical to the infrastructure of our website and app;
  • Twelve Transfers personnel in order to assist with the delivery of the service requested or to respond to any contact from customers;
  • Transport for London (upon receipt of a proper and justified request);
  • Police and other regulatory authorities (upon receipt of a proper and justified request).

Employees

  • Data will be disclosed to drivers in order to assist with the completion of the service purchased by the customer;
  • Auditors, consultants and specialist service providers for the purposes of ensuring Twelve Transfers operate legally and safely. These include hosting and IT services providers, critical to the infrastructure of our website and app;
  • Other Twelve Transfers personnel;
  • Transport for London (as part of our London Taxi and Private Hire (LTPH) licence number 009198);
  • Police and other regulatory authorities (upon receipt of a proper and justified request).

Drivers

  • Data will be disclosed to drivers in order to complete the requested service;
  • Auditors, consultants and specialist service providers for the purposes of ensuring Twelve Transfers operate legally and safely. These include hosting and IT services providers, critical to the infrastructure of our website and app;
  • Twelve Transfers personnel in order to assist with the delivery of the service requested or to respond to any contact from customers;
  • Transport for London (as part of our London Taxi and Private Hire (LTPH) licence number 009198);
  • Police and other regulatory authorities (upon receipt of a proper and justified request).

Suppliers

  • Auditors, consultants and specialist service providers for the purposes of ensuring Twelve Transfers operate legally and safely. These include hosting and IT services providers, critical to the infrastructure of our website and app;
  • Twelve Transfers personnel and drivers so as they can assist with the delivery of the service requested or to respond to any contact from customers;
  • We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006 (only where this relates to the services provided to Twelve Transfers and on an exceptional basis);
  • Transport for London (upon receipt of a proper and justified request);
  • Police and other regulatory authorities (upon receipt of a proper and justified request).

If there is a duty to disclose or share your personal data in order to comply with any legal obligation, or to enforce or apply our terms and conditions of supply and/or any other agreements; or to protect the rights, property, or safety of FG Twelve Ltd, Twelve Transfers, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

How long we keep your details

  • Service user personal data will be retained for no more than three years following each use of our service, unless you exercise your rights highlighted below.
  • This relates to details of your visits to our app and website app and the resources that you access will be stored, as will details of transactions you carry out through our app or website and of the fulfilment of your bookings. Under Private Hire Regulations stipulated by Transport for London, we are obliged to retain journey records for a period of 12 months as a condition of our contract. Similarly, we are required to keep any complaint, lost property and account query records for the same period of time.
  • Employee, driver and financial data will be retained for five years from the end of their contract with Twelve Transfers.
  • Of course, we will look to retain records for no longer than is necessary.

What are your Data Subject Access Rights

You have the right for the following:

  • Right to access – you have the right to request a copy of all data we hold about you;
  • Right to rectification – where any data we hold is incorrect you have the right to ensure it is correct;
  • Right to be forgotten – if you no longer wish for us to hold your data, we will delete it (should this not interfere with our legal obligations relating to Transport for London);
  • Right to portability – you can ask us to provide your data to a third party in machine readable format;
  • Right to restrict processing – since we only use this to contact you, there is no processing to restrict, we would simply delete the information wherever possible and in keeping with our own obligations.

If at any point you believe the information we process on you is incorrect, you may request to see this information and even have it corrected or deleted (should this not interfere with our legal obligations relating to Transport for London). If you wish to raise a complaint on how we have handled your personal data, you can contact our Data Protection Officer who will investigate the matter.

Our Data Protection Officer is Alex Urzica and you can contact him at admin@twelve.london, +44 (0)20 3479 5700 or by post by writing to him at Twelve Transfers, Jhumat House, 160 London Road, London IG11 8BB.

We do not store credit card details and all information received via email or forms will be deemed private and will never reach any other person outside; we will never share your information with any third party company.

The company is committed to protecting the privacy of its customers. The company will only use the information that it collects about the customers lawfully (in accordance with the Data Protection Act 1998). Information is collected for two reasons: first, to process the reservation, and second, to provide the customer with the best possible service.

Due to the Children’s Online Privacy Protection Act, COPPA, effective April 21, 2000, we are not permitted to collect personal information from children below age thirteen. Do not submit your information to us by any means if you are younger than thirteen.

For us the protection of privacy and personal data has top priority. Our privacy practices are in accordance with the provisions of the relevant national Data Protection Acts and other provisions of data protection on the Internet. To protect your data against accidental or intentional manipulation, loss, destruction or access by unauthorized persons we use technical and organizational security measures that we continuously improve in accordance with the technical development.

Twelve Transfers Ltd t/a Twelve Transfers (“the Company”) is committed to protecting and respecting your privacy and safeguarding your data and individual level information in a secure, respectful and trustworthy manner. We use cookies on our website www.twelvetransfers.co.uk (“our website”) or through our mobile application (“our app”). Our Cookies Policy explains what cookies are, how we use cookies, how third-parties we may partner with may use cookies on our website and our app, your choices regarding cookies and further information about cookies.

What are cookies

  • Cookies are small pieces of text sent by our website to your web browser when you visit. A cookie file is stored in your web browser and allows our website and our app or a third-party to recognise you and make your next visit easier and our website or our app more useful to you.
  • Cookies can be “persistent” or “session” cookies.

How we use cookies

  • When you use or access our website or our app, we may place several cookies files in your web browser.
  • We use cookies for the following purposes: to enable certain functions of our website and our app, to provide analytics, to store your preferences, to enable advertisements delivery, including behavioural advertising.

The cookies that we use for our website and our app are in the following categories:

Technical Cookies

  • These cookies are required for the operation of our website and our app. They include cookies that enable you to log into secure areas of our website and our app, make a booking with us and make use of online billing services.

Analytical & Performance Cookies

  • These enable us to recognise and count the number of visitors to our website and our app and see how visitors navigate and interact with our website when accessing it. We use the information we collect from this to improve the way our website and our app works, for example, by making sure that our most popular services and information can be easily found.

We use analytical / performance cookies to:

  • Understand how people use our website and our app or so that we can provide you with the best possible customer experience;
  • Measure performance of our website or app;
  • Identify, understand and fix any errors / issues that occur;
  • Identify any technologies we may need to implement in the future to maintain and improve the Twelve Transfers website and our app;
  • Test different versions of our website and our app;
  • Track trends to help us plan for the future of our business.

Functionality cookies

  • These are used to recognise you when you return to our website and our app. Utilising these cookies enables us to provide you with a better experience through delivering personalised content for you (for example your favourite addresses).

We use functionality cookies:

  • To remember you and save you time and effort; if you have registered with Twelve Transfers and / or completed any online forms with us, we use cookies to remember your details on your current visit, as well as any future visits (provided the cookie was not deleted between visits);
  • To save any preferences that you select;
  • To make using the website easier by remembering certain information that you input or choices that you make so that you do not need to repeat this process;
  • Targeting/commercial cookies.

Targeting Advertising and Commercial Cookies

  • These cookies record your visit to the website, which pages you have viewed and the links you have followed. We use this information to make our website and any advertising displayed on it more relevant to your interests. This information may also be carefully shared with third parties for the purpose of channelling towards you advertising that is most likely to be relevant to your interests, based upon how you have used our website and our app.

We use commercial cookies to:

  • Enable us to track third-party website referrals to our website;
  • Provide you with information on products and services that are more relevant to you when you visit our website.

Technical Cookies

  • The technical cookies Twelve Transfers uses are essential for ensuring correct functionality of the site and for making sure that your interactions with our website and our app are secure.

In summary, we use cookies on our website to:

  • Enable the website to work;
  • Help keep your details secure;
  • Enable you to digitally book our services.
  • Analytical and performance cookies

Third-Party Cookies

  • In addition to our own cookies, we may also use various third-parties cookies to report usage statistics of the service, deliver advertisements on and through the service, and so on.

What are your Choices Regarding Cookies

  • If you’d like to delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.
  • Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all the features we offer, you may not be able to store your preferences, and some of our pages might not display properly.

Payment for any requested service can be paid in advance by credit or debit card. Charges for card payments are no longer applicable and a receipt can be acquired from our office upon request, by emailing us at accounts@twelve.london (you should receive an automatic copy when journey is completed). The company does not force any of its customers to pay in advance and this is purely to assure the customer will receive the required service and disruptions at our end are kept to a minimum (“no shows”, fake reservations etc). For further information, please contact us at info@twelve.london.

Unlike the vast majority of companies within this industry, we do not charge our customers for unexpected situations where a journey needs to be cancelled (as long as this is done with 24 hour in advance of the requested pick-up time). We understand that sometimes the unpredictable happens and for unforeseen reasons you simply can’t make it.If you would like to cancel your booking with us, you can do this by emailing us at bookings@twelve.london with your booking reference and reason of cancellation. Alternatively you can call us on +44 (0)20 3479 5700.

Please note that pre-paid bookings can take up to 10 working days to be processed from the moment you inform us of a cancellation. It can then take up to a further 4 working days for the funds to be credited and reach your account. For assistance with refunds, please contact us at accounts@twelve.london.

If a booking is cancelled less than 24 hours prior to the schedule pick-up time, there will be a cancellation fee applied, which depends on the time we were informed…

– More than 24 hours before pick-up time = no charge applied / full refund;
– Between 24 and 3 hours before pick-up time = 30% of journey price;
– Between 3 or less, but before the driver is on the way = 50% of journey price;
– Once journey has commenced (driver on the way) = 100% of journey price;

If your flight is cancelled, you will be given the option to receive a full refund or reschedule your journey. In the event that your flight is diverted to a different airport and you land somewhere else, you will be given the option to reschedule your journey from the new airport (in the event that a price difference occurs, you will have to pay this); alternatively, if the driver is already on the way or arrived for your journey, we will only be able to offer a 50% refund. We will require proof of flight cancellation to qualify for a full refund (in the event that the journey was cancelled with less than 24 hours prior to pickup).

For instant bookings (that were processed for a journey taking place within the next hour) a charge will only be applicable if you cancel the journey after the driver has departed towards your address (on the way). A fixed cancellation fee will be applied based on the vehicle type booked, as follows…

  • Saloon/Estate – £5.00
  • Executive – £8.00
  • MPV (4/5/6) – £8.00
  • MPV Executive – £10.00
  • MPV8 – £10.00

It is our priority to ensure our customers receive a safe transfer each and every time. By undertaking monthly safety checks, you can be sure that the vehicle which will be undertaking your transfer is safe and in working condition.

Making sure you reach your destination in comfort and style is our main goal. This is why one of our policies is to have a car fleet no older than 5 years. One other policy is to undertake weekly safety checks of the car and periodical car service checks to ensure all our vehicles are running smoothly.

Our drivers are trained to operate having in mind the customer’s safety first of all, even if this means taking a few minutes longer on the journey.

Safety is our priority! You can be sure you will receive a…

  • Well maintained & safe vehicle
  • Regular safety checks undertaken
  • Vigilant & experienced driver
  • Smooth & relaxing transfer