Terms & Conditions

The following terms and conditions apply to all services provided by Twelve Transfers (FG Twelve Ltd.) 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, email or directly with our driver, 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 automatically by choosing to use our services (if booking by phone, chat, email or directly with our driver) or directly (if booking online).

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 bookings@twelve.london or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

Terms & Conditions

1. DEFINITIONS AND INTERPRETATION

  • 1.1. “Account” means a customer account which has been opened by the Company in respect of a particular Customer and is identified by way of an allocated security number (the “Customer Account Number”)
  • 1.2. “Account Customer” means any Customer which the Company provides Account Services in respect of a particular Booking and which shall include any representative of the Customer which makes the Booking or uses the Services pursuant to such Booking.
  • 1.3. “Account Services” means the Services provided by the Company to an Account Customer, in accordance with clause 4 prior to making any Bookings.
  • 1.4. “Booking” means a Customer’s request for Services howsoever communicated to the Company as evidenced by the Company’s records.
  • 1.5. “Business Day” means a day (excluding Saturdays, Sundays and public holidays) which is also a day on which clearing banks in the City of London are open.
  • 1.6. “Cancellation Fee” means a fee charged by the Company for the cancellation of the Services by the Customer prior to the booked collection time or after the Passenger Vehicle has departed to fulfil the Booking (whether or not it has arrived at the Collection Address) as detailed in the Price List (such fees will be higher for collection outside of London).
  • 1.7. “Cash Customer” means a Customer which chooses to pay for the Services by cash, which is collected by a Driver, in accordance with clauses 2.2 and 3.2.
  • 1.8. “Cash Services” means Services provided by the Driver to the Customer, to be paid for by the Customer to the Driver by way of a cash payment.
  • 1.9. “Contract” means a contract for the provision of the Services to the Customer and each such Contract shall incorporate these Terms.
  • 1.10. “London” means the areas defined as Zone 1 Zone 2 and Zone 3 in the map of the London Underground as varied from time to time by Transport for London.
  • 1.11. “Charges” means the Company’s charges shown in the Price List or other published literature.
  • 1.12. “Christmas Period” means between 18:00 hours on 24 December to 18:00 hours on 26 December, in any year.
  • 1.13. “New Year’s Period” means between 18:00 hours on 31 December to 18:00 on 1 January, in any year.
  • 1.14. “Collection Address” means the address stated by the Customer at the time of making the Booking as the address from which the Vehicle shall collect the Customer, any Passengers or the Goods.
  • 1.15. “Company” means either FG Twelve Ltd. or such of its subsidiaries or associated companies, as is the company which provides the Services pursuant to a Contract and which expression shall, where the context allows, include their respective agents and sub-contractors.
  • 1.16. “Credit and Debit Card Services” means Services provided by the Company to the Customer, to be paid for by the Customer to the Company by way of a credit or debit card payment.
  • 1.17. “Customer” means any person(s), firm or company to whom the Company provides Services.
  • 1.18. “Driver” means any person who provides his/her services, for the transportation of Passengers by a Passenger Vehicle, to the Company pursuant to a contract for services.
  • 1.19. “Goods” means any goods transported by the Company pursuant to a Contract.
  • 1.20. “In Writing” means any written communication including email and SMS.
  • 1.21. “Passenger(s)” means the Customer and such persons who the Customer shall authorise and/or permit to make use of the Passenger Services by travelling in a Passenger Vehicle.
  • 1.22. “Passenger Vehicle” means any vehicle provided by the Company for the carriage of Passengers.
  • 1.23. “Price List” means the list maintained by the Company of its Charges relating to the Services from time to time and a current copy of which can be obtained on request.
  • 1.24. “Services” means: (a) the transportation of Passengers by car and (b) the carriage or delivery of Goods by vehicle in the UK or any other services agreed in writing between the Company and the Customer from time to time.
  • 1.25. “Terms” means these terms and conditions, as amended from time to time, to which the Passenger(s) agree upon using any of our services.
  • 1.26. “Extra Waiting Time Fee” means a fee charged to the Customer by the Company in accordance with clauses 2.3.5, 2.3.6, 2.3.7 or 2.3.8 as detailed in the Price List.

 

2. PASSENGER SERVICES

  • 2.1. Credit and Debit Card Services

 

  • 2.1.1. When making a Booking for the Credit and Debit Card Services, the Customer must elect to pay the Company for the Services either by way of a credit card or a debit card payment, details of which shall be processed by the Company.
  • 2.1.2. In consideration for the performance of the Credit and Debit Card Services, the Customer shall pay the Charges by way of a credit or debit card payment in accordance with clause 2.1.1. Such Charges in relation to the Credit and Debit Card Services shall include a card handling fee (as detailed in the Price List).

 

  • 2.2. Cash Services

 

  • 2.2.1. When making a booking for Cash Services, the contract shall be made as between the Company, acting as agent for the Driver, and the Customer in relation to Cash Services and such Contract shall be subject to these Terms, and any reference in these Terms to the Company shall be a reference to the Driver in relation to the provision of the Cash Services and these Terms shall be considered to be the terms of trading between the Driver and the Customer.
  • 2.2.2. In consideration for the performance of the Cash Services, the Customer shall pay the Charges to the Driver (as principal) upon completion of the Services (ex. upon arrival at the Customer’s destination) or earlier if the Driver shall, at his absolute discretion, decide.
  • 2.2.3. In respect of Cash Services, payment shall be made in cash and the Driver shall not accept any other form of payment without paying a handling fee.
  • 2.2.4. For the avoidance of any doubt the Customer shall not be charged VAT in relation to the payment for any Cash Services.
  • 2.2.5. The company reserves the right to accept Cash Services (payment) at its own discretion, as this is no longer an accepted standard payment method. Cash Services can only be booked with the assistance of an operator, via phone, email or by chat online. For further details, please check clause 6.6.

 

  • 2.3. Passenger Services – Fees and Charges

 

  • 2.3.1. The price provided to the Customer at the time of making the Booking shall be based on the journey specified by the Customer at the time of Booking (the “Original Journey”). The price quoted by the Company shall be based upon the Company’s chosen route between the Collection Address and the Customer’s destination (via any other pick -up points or drop-off points stated by the Customer at the time of making the Booking). Should the Customer wish to take a specific route (which is different to that taken by the Company) the Company reserves the right to charge the Customer an additional charge in relation to that Booking.
  • 2.3.2. The Company reserves the right to charge the Customer for any additional costs which may be incurred by the Company as a result of any variation or deviation from the Original Journey specified at the time of Booking, as detailed below.
  • 2.3.3. The Company shall be entitled to vary the Price List from time to time by giving not less than 5 Business Days written notice to the Customer.
  • 2.3.4. If a Booking is cancelled by the Customer on or after arrival of the Passenger Vehicle at the Collection Address within London, a Cancellation Fee shall be charged. If a Booking is cancelled by a Customer after the Passenger Vehicle has departed to fulfil the Booking (but prior to its arrival at the Collection Address in London) the Company shall be entitled, at its sole discretion, to charge a Cancellation Fee.
  • 2.3.5. The Customer and Passenger(s) and any luggage or personal items shall be ready for collection at the time stipulated by the Customer when the Booking is made. The Company will allow a maximum of 15 minutes free waiting or loading time when picking up Passenger(s) from a regular address. In the event that all booked Passenger(s) have not boarded the Passenger Vehicle within 15 minutes of the stipulated time, the Company reserves the right to charge the Customer a Waiting Time Fee (See Price List) proportionate to the delay in departure from the Collection Address, which will, 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 Customer, the booking will be automatically considered cancelled due to “no show” policy.
  • 2.3.6. In relation to collection of the Customer and any Passenger(s) from a London airport (Heathrow, Gatwick, Stansted, Luton, London City or Southend) or major port/cruise terminal (Southampton, Portsmouth, Dover, Harwich, Tilbury), the Company 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 (M&G period) after the last known estimated arrival time of an inbound international flight). The Company reserves the right to charge the Customer a Waiting Time Fee 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 Customer provides a flight number at the time of making the Booking, the Company will monitor the relevant flight and alter the collection time accordingly; or (b) if the Customer does not provide a flight number, the time which has been specified by the Customer. After the free 30 minutes of waiting time pass, if contact cannot be made with the Customer, the booking will be automatically considered cancelled due to “no show” policy.
  • 2.3.7. In relation to collection of the Customer and any Passenger(s) from a London train station, the Company will allow a maximum of 15 minutes free waiting time from the scheduled pick-up time. The “meet & greet” service is not offered as standard and is optional (See Price List). In the event that all booked Passenger(s) have not boarded the Passenger Vehicle within 15 minutes of the stipulated time, the Company reserves the right to charge the Customer a Waiting Time Fee (See Price List) proportionate to the delay in departure from the Collection Address, which will, 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 Customer, the booking will be automatically considered cancelled due to “no show”.
  • 2.3.8. All parking fees will be chargeable to the Customer for collections from airports, ports, international and domestic train terminals or any regular address which requires paid parking. Car parking fees are set out in our Price List.
  • 2.3.9. In the event that the Customer requires the Company at the beginning and/or during the course of the Original Journey to make any alterative pick-up(s) or collection(s) of Passenger(s) during the course of the Original Journey or to drop off Passengers at any locations other than as specified in the Original Journey or to take any variation from the Original Journey as specified at the time of Booking, additional charges may be applied by the Company, as detailed in the Price List. The Company reserves the right to decline carriage to any Passenger who do not agree to the price being recalculated to new specifications.
  • 2.3.10. In the event that the Customer requires more than four (4) passengers to travel in a Passenger Vehicle additional charges may be levied by the Company (as detailed in the Price List) for the provision of a larger Passenger Vehicle or the carriage of additional Passengers in excess of four.
  • 2.3.11. The Company shall be entitled to exercise a lien over any property belonging to the Customer in its possession pending payment of any Charges due to the Company.
  • 2.3.12. The Company reserves the right to charge the Customer a surcharge for all journeys made during the Christmas Period and Public Holidays, such surcharge as detailed in the Price List.
  • 2.3.13. The Company reserves the right to charge the Customer a fee for the following extras: baby seat and extra luggage (as detailed in the Price List).
  • 2.3.14. The Company reserves the right to decline carriage to any Passenger(s) who’s booking details at the time of pick-up do not match those of the Original Journey (ex. Customer books Original Journey for 2 passengers and 2 pieces of luggage and at pick-up he boards Passenger Vehicle with 4 pieces of luggage).

 

  • 2.4. Passenger Services – General

 

  • 2.4.1. The Company may, in its absolute discretion, decline to accept any Booking.
  • 2.4.2. The Company shall use reasonable endeavours to provide a Passenger Vehicle in good working order of the type specified by the Customer (or, in the event that such a vehicle is not available, a reasonable alternative vehicle) within any time for so doing given by the Company or within a reasonable time.
  • 2.4.3. In providing the Passenger Services, a Driver shall choose, at his/her sole discretion, the route from the Collection Address to the Customer’s destination. If a Customer requests that a specific route is taken, any price quoted in respect of such journey may be amended.
  • 2.4.4. Customers must inform the Company at the time of making a booking if the Customer or any Passenger wishes to carry any domestic animals in any Passenger Vehicle. All domestic animals should be carried in a suitable box or cage, if appropriate and/or be suitably restrained. The Company and/or the Driver reserve the right to cancel a booking on arrival if the Company has not been informed of the Customer’s requirement to carry an animal in the Passenger Vehicle. Guide dogs are exempt from this requirement and are permitted to be carried in any Passenger Vehicle.
  • 2.4.5. Passengers are not permitted to smoke in any Passenger Vehicle.
  • 2.4.6. Passengers shall not play any musical instrument or recorded music in any Passenger Vehicle except with the written permission of the Company.
  • 2.4.7. Passengers shall not consume alcohol in any Passenger Vehicle except with the written permission of the Company and the Company reserves the right to decline carriage to any Passenger who, in its opinion, is intoxicated.
  • 2.4.8. The transportation of luggage in a Passenger Vehicle shall be permitted in the absolute discretion of the Company. Passengers shall remain responsible at all times for their personal luggage. The Company may assist the Customer with the loading and unloading of his/her luggage from the Passenger Vehicle, at the Company’s sole discretion.
  • 2.4.9. The Company accepts no responsibility for the loss or damage to any luggage which is transported in a Passenger Vehicle. The Customer acknowledges and accepts that any luggage stored in the Passenger Vehicle may move around during the journey and accordingly the Customer (and any Passengers) should take extra care when opening the luggage compartment of the Passenger Vehicle.
  • 2.4.10. Passengers are required to comply with current customs laws and regulations and the Company shall not be responsible for any delays caused by any failure to comply with the same.
  • 2.4.11. All Passengers are required to use seatbelts at all times.
  • 2.4.12. The Company will allow unaccompanied children of 14 years of age or less to travel alone in a Passenger Vehicle at its own discretion. When booking a journey for any child less than 14 years of age the caller must inform the Company that a child will be travelling. The Company does not accept any additional responsibility for any child who travels unaccompanied in a Passenger Vehicle. Please note child seats are not a requirement in Taxi & Private Hire Vehicles, and for this reason we do not enforce or provide these while undertaking a journey with us; you can bring your own seat, but this cannot be stored with the driver.
  • 2.4.13. The Company reserves the right to refuse to transport any Passenger who behaves in a disorderly, threatening or abusive manner or who, in its absolute discretion, the Company considers a nuisance or a danger to its employees, agents, subcontractors or to fellow Passengers. The Company is committed to providing services in accordance with the Equality Act. The Company will do what it reasonably can to assist those who are not capable of boarding and alighting a Passenger Vehicle unaided.
  • 2.4.14. The Company reserves the right to charge reasonable cleaning charges plus three 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 Passenger.
  • 2.4.15. Any dates, periods or times specified by the Company in connection with the performance of the Passenger Services are estimates only and time shall not be of the essence for the performance by the Company of its obligations under the Contract. The Company makes no warranty that the Customer or Customer’s goods or property shall be delivered within the Customer’s stipulated time period (if any) and/or within any time period stated by the Company unless expressly agreed in writing by a director of the Company.
  • 2.4.16. The Company shall not be responsible for any property left by Passengers in any Passenger Vehicle. Such property will be stored by the Company for a period of 14 days and thereafter the Company shall be entitled to return, destroy or otherwise dispose of such property as it, in its absolute discretion, sees fit.
  • 2.4.17. The Passenger shall be responsible for covering the cost of extra charges in the event of a delay being caused by a 3rd party (immigration or luggage claim queues, lost property or delays caused by the airport/airline used).

 

3. ACCOUNT SERVICES

  • 3.1. Bookings and Charges

 

  • 3.1.1. Prior to making any Booking for Account Services, the Customer must first open an Account with the Company.
  • 3.1.2. When making any Booking for Account Services, the Customer must quote its Customer Account Number. If the Customer fails to do so, the Company shall not be obliged to perform the Account Services.
  • 3.1.3. The Company shall be entitled to assume that any Booking made in accordance with this clause 3.1 is duly authorised by the Customer and the Customer shall be liable in respect of all Charges relating thereto.
  • 3.1.4. In consideration of performance of the Account Services, the Customer shall pay the Charges, the administration fee and any applicable VAT (without set off or deduction), as invoiced by the Company, within 30 days of the date of an invoice (the “Due Date”).
  • 3.1.5. Payment shall be made by direct debit (which is the Company’s preference) or alternatively by cheque, telegraphic transfer or BACS to such bank account as the Company shall notify the Customer.
  • 3.1.6. The Company shall be entitled to charge an administration fee of up to 20% of the Charge unless otherwise agreed with the Customer.
  • 3.1.7. The Company shall invoice the Customer each month in respect of the Account Services carried out for the Customer during the previous month or at such other intervals as may be agreed by the parties in writing. Each invoice will be accompanied by a statement detailing the Services invoiced.
  • 3.1.8. In the event of non -payment of any Charges by the Due Date, the Company shall be entitled to charge and the Customer shall pay, interest at a rate of 0.5% per day on any amount outstanding until payment is made, both before and after any judgment.
  • 3.1.9. The Company may, at any time, set a limit on the total credit given and due by any Customer at any one time and the Company shall not be obliged to provide Account Services once that limit has been reached. Any such limit shall be notified to the Customer in writing by the Company.
  • 3.1.10. Any dispute in respect of the Charges shall be submitted, in writing, within 7 days of receipt by the Customer of the relevant invoice.
  • 3.1.11. When an Account is terminated, by any means whatsoever, the Customer shall pay to the Company all outstanding Charges which are owed to the Company as at the date of termination.

 

  • 3.2. Passenger Services Clauses 2.3 and 2.4 of these Terms shall apply to all Passenger Services made in accordance with this clause 3 by an Account Customer.

 

4. MISCELLANEOUS

  • 4.1. Where the Company has quoted a price, the quoted price shall be valid for 24 hours only or such other time as the Company may specify from time to time.
  • 4.2. 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 Customer will classify the booking to be a “no-show”. For the purpose hereof, a “No-show” is defined as an event whereby a Customer (a) in case of address collection, fails to meet the driver on the agreed pick-up time at the agreed pick-up point; or (b) in case of airport/port collection, fails to meet the driver in the arrival hall within the allocated time.
  • 4.3. The Company uses Google Maps to improve the Website user experience for our Customers. However, the Company does not assume any responsibility for the maps accuracy, distance or time displayed by Google Maps. This is a third party service. If the Customer wants to know the exact distance, the average time of a journey or other information displayed by Google Maps, they should call our Customer Service team on +44 (0)20 3479 5700 or email the Company at info@twelve.london at the time and date of the booking.
  • 4.4. 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. The Company will not send out marketing e-mail in the future unless so consented by the Customer. The Company will give the Customer the chance to refuse any marketing email from the Company or from another trader in the future. The type of information the Company will collect about the Customer includes their name, address, phone number, email address and credit/debit card details. The Company will never collect sensitive information about the Customer without their explicit consent. The information held by the Company will be accurate and up to date. The Customer will be able to check the information held by the Company by emailing the same. If the Customer finds any inaccuracies, the Company will delete or correct it promptly. If the Company intends to transfer the Customer’s information outside the EEA (European Economic Area), the Company will always obtain the Customer’s consent first.
  • 4.5. Our website uses cookies. A cookie is a small file of letters and numbers that we put on your computer if you agree. These cookies allow us to distinguish you from other users of our website, which helps us to provide you with a good experience when you browse our website and also allows us to improve our site. The cookies we use are “analytical” cookies. They allow us to recognise and count the number of visitors and to see how visitors move around the site when they are using it. This helps us to improve the way our website works, for example by ensuring that users are finding what they are looking for easily.

 

5. GENERAL

  • The following clauses apply to all Passenger Services including Account Services.

 

  • 5.1. These Terms shall be incorporated and form part of all Contracts for the provision of the Services by the Company to the Customer.
  • 5.2. Each party acknowledges that it is not relying on any statements, warranties or representations given or made by the other whether actual or implied by common law or under statute in relation to the subject matter of any Contract and that it shall have no rights or remedies with respect to such subject matter otherwise than under the relevant Contract.
  • 5.3. No delay or omission by either party in exercising in whole or in part any right, power or remedy provided by law or under the Contract shall:
  • 5.3.1. Affect that right, power or remedy; or
  • 5.3.2. Operate as a waiver of it.
  • 5.4. The Customer agrees to indemnify and keep the Company fully indemnified from and against any direct and indirect losses, claims, expenses, damages or liability whatsoever incurred or suffered by the Company as a result of the negligence, acts or omissions or default under the Contract by the Customer, or any Passengers, employees, agents or subcontractors.
  • 5.5. The Customer shall be liable for any damage caused by Passengers to any Passenger Vehicle.
  • 5.6. Subject to the following provisions of this clause 4, except in respect of death or personal injury caused by the Company’s negligence, or that of its servants or agents, the Company’s liability to the Customer for loss and/or damage caused by the negligence of the Company and/or its servants or agents, or otherwise which arises out of or in connection with the provision of the Services or their use by the Customer shall be limited as follows:
  • 5.6.1. In relation to the Services generally, the Company’s liability shall not exceed £150;
  • 5.6.2. In the case of lost or damaged Goods (including where relevant luggage of Customers travelling in Passenger Vehicles), the Company’s liability shall not exceed £150 unless the Customer has notified the Company that the Goods have a value in excess of £150 and the Company has agreed in writing to be responsible for the repair or replacement of the Goods up to a greater value and the Customer shall indemnify the Company against any Passenger claiming sums in excess of such limits.
  • 5.7. To the extent permitted by law, the Company shall not be liable in any way whatsoever for the acts or omissions of any sub-contractors to whom the Company sub-contracts the Services to in accordance with clause 4.16. The Company shall use its reasonable endeavours to ensure that it only sub-contracts the Services to such third parties that have at least the minimum insurance cover required in the thir d party’s country of operation. If the Company is aware that a third party does not have a level of insurance coverage which the Company would expect, the Company reserves the right to request that the Customer signs a standard form disclaimer and acknowledgement in respect of the same.
  • 5.8. The Company shall not be liable to the Customer for any loss of anticipated savings, business revenues, or profits whether categorised as direct or indirect or any indirect, special or consequential loss (including losses arising from business interruption, wasted management time, loss of goodwill, data and all other such loss whether or not arising in the normal course of business).
  • 5.9. The Company shall not be liable to the Customer or be deemed to be in breach of the Contract by reason of any delay in performing or any failure to perform any of the Company’s obligations under the Contract if the delay or failure was due to any circumstances or cause beyond the Company’s reasonable control.
  • 5.10. The Company shall, in any event, have no liability in respect of any claim, howsoever arising, that is not notified to the Company by the Customer, in writing, with sufficient particularity, to identify the nature and the quantum of the claim within seven days of the occurrence of the circumstances giving rise to the claim.
  • 5.11. The Customer acknowledges that the limitations on the Company’s liability as set out in this clause 4 are fair and reasonable in the circumstances having been taken into account and reflected in the level of the Charges.
  • 5.12. Any complaints relating to the Services shall be addressed to the Company and made in writing within 7 days of the event giving rise to the complaint.
  • 5.13. Termination of this Contract shall be without prejudice to any rights and/or obligations of the Company and/or the Customer accruing prior to the date of such termination.
  • 5.14. Any notice required or permitted to be given by either party to the other under these Terms, shall be in writing and may be given personally or sent by fax or by prepaid registered post to the other party at its registered office or principal place or business or such other address as may at the relevant time have been notified as that party’s address for service. Any notice sent by facsimile shall, in the case of a facsimile sent before 5.30 pm on a Business Day, be deemed served on receipt of a successful transmission notice and, in the case of a facsimile sent after 5.30 pm on a Business Day, at 10 am on the next following Business Day. Any notice served by registered post shall be deemed served 48 hours after posting to an address in the United Kingdom or 5 Business Days after posting to an address outside the United Kingdom. In proving the service of any notice it will be sufficient to prove, in the case of a registered post letter to provide proof of delivery and, in the case of a facsimile, that such a facsimile was duly despatched to a current fax number of the addressee by providing a confirmation of fax dispatch report.
  • 5.15. A person who is not a party to any Contract shall not have any rights under or in connection with it.
  • 5.16. The Company reserves the right to subcontract or delegate in any manner any or all of its obligations under any Contract to any third party or agent.
  • 5.17. If any provision of these Terms, which is not of a fundamental nature, is held by any court or other competent authority to be invalid or unenforceable in whole or in part, such part, term or provision shall be deemed deleted from these Terms and the remainder shall not be affected. Should the foregoing apply the parties shall use all reasonable endeavours to agree upon any lawful and reasonable changes to these Terms which may be necessary in order to effect, as close as possible, to give effect to the commercial intent of these Terms.
  • 5.18. The Company reserves the right to amend these Terms at any time upon written notice to the Customer. Notice of non-material amendments to these Terms shall be posted on the Company’s website.
  • 5.19. These Terms shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the Courts of England and Wales.
  • 5.20. The use by the Customer of the Company’s website is also governed by the Website Acceptable Use Policy. It is advisable that the Customer takes the time to read these, as they include important terms and conditions which apply to the Customer for any services provided by the Company.

 

6. CHARGES AND FEES

  • 6.1. Car Type Fees

 

  • These fees apply on top of the standard journey fee

 

  • Saloon (1-3 passengers / max. 2 check in / 2 hand luggage) = £0.00
  • Executive (1-3 passengers / max. 2 check in / 2 hand luggage) = £30.00
  • Estate (1-4 passengers / max. 4 check in / 2 hand luggage) = £8.00
  • MPV (1-4 passengers / max. 4 check in / 4 hand luggage) = £15.00
  • MPV5 (1-5 passengers / max. 4 check in / 2 hand luggage) = £20.00
  • MPV6 (1-6 passengers / max. 0 check in / 6 hand luggage) = £25.00
  • MPV8 (1-8 passengers / max. 8 check in / 8 hand luggage) = £40.00
  • MPV Evecutive (1-8 passengers / max. 8 check in / 8 hand luggage) = £80.00

 

  • 6.2. Waiting Time Fees

 

  • Regular address bookings

 

  • 0-15 minutes = free of charge
  • +15 minutes = £0.25/minute + any parking (if applicable)

 

  • Airport & port bookings

 

  • 0-30 minutes = free of charge
  • +30 minutes = £0.25/minute + parking ticket (anything above £6.00)

 

  • Train station bookings

 

  • 0-15 minutes = free of charge
  • +15 minutes = £0.25/minute + any parking (if applicable)
  • Meet & Greet is charged with £6.00 extra

 

  • 6.3. Other Charges

 

  • Child seat* (infant, child or booster seat) = no longer provided
  • Diversion or stop on the way = £3.00/diversion + charge per extra mile (depending on distance)
  • WiFi = £5.00
  • Extra 30mins waiting/parking = £8.00
  • Credit/Debit card payment fee = £1.00

 

  • Please note child seats are not a requirement in Taxi & Private Hire Vehicles, and for this reason we do not enforce or provide these while undertaking a journey with us; you can bring your own seat, but this cannot be stored with the driver.

 

  • 6.4. 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 24/12/2017 up to 23:59 on 26/12/2017 – 50% extra charge applicable
  • New Years period – between 00:00 on 31/12/2017 up to 23:59 on 01/01/2018 – 50% extra charge applicable
  • Which means the journey will be charged at 50% extra compared to the normal rate (ex. charge of journey + 50% holiday fee).

 

  • Between 00:00 on 27/12/2017 up to 23:59 on 30/12/2017, journeys will be charged at 15% extra compared to the normal rate due to limited availability (ex. charge of journey + 15% surcharge fee). Christmas / New Years period charges are applicable each year on the same dates.

 

  • Easter period – between 00:00 on 31/03/2018 up to 23:59 on 02/04/2018 – 50% extra charge applicable
  • Which means the journey will be charged at 50% extra compared to the normal rate (ex. charge of journey + 50% holiday fee). Easter period charges vary each year as it depends when this is celebrated.

 

  • 6.5. Weekend Surcharges

 

  • Please note that reservations with travel date taking place during the weekend period (Saturday or Sunday) will be subject to a surcharge, which vary depending on season.

 

  • During the Spring – Autumn period (1st May – 30th September), all reservations taking place during the weekend period (starting from 18:00 PM on Saturday up to 02:59 AM on Sunday – London GMT time) will have a 15% surcharge applicable.
  • During the Spring – Autumn period (1st May – 30th September), all reservations taking place during the weekend period (starting from 15:00 PM on Sunday up to 02:59 AM on Monday – London GMT time) will have a 20% surcharge applicable.
  • During the Winter period (1st October – 30th April), all reservations taking place during the weekend period (starting from 14:00 PM on Sunday up to 02:59 AM on Monday – London GMT time) will have a 15% surcharge applicable.

 

  • 6.6. Accepted Standard Payment Method

 

  • Please note that all online reservations are now subject to card payment only (the company reserves the right to accept cash payment or other forms of payment at its own discretion, but reservations can only be made with the assistance of an operator, via phone, email or chat online). This enforcement is now in place due to the sudden rise in “no shows” and fake reservations that we have been experiencing. If for any reason you need to cancel the booking, payment will be refunded according to our standard cancellation and refund policy.

 

  • 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 occurences and the pet must travel within a safe cage or secure safety lease/harness while in transit (this is a law requirement).

Privacy Policy

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.

Cookie Policy

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.

 

Delivery Policy

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.

Cancellation Policy

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.

Pre-paid bookings will be refunded in maximum 5 working days from the moment of cancellation.

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 hours and up to the pick-up time = 50% of journey price
Once journey has commenced (driver on the way) = 100% of journey price

If you booked a journey for the wrong date/time, but failed to inform us = 50% of journey price to rebook

If you double booked with a different company, but failed to inform or cancel the journey with us = 50% of journey price + parking/waiting fee

If you have booked a journey with us, but did not turn up, we will require a cancellation fee be paid, for time wasting = 50% of journey price + parking/waiting fee

Safety Policy

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