Terms & Conditions

1. Bookings

• Bookings can be made online via our website, through the Dunmow Taxis App, or by phone during office hours.
• All online and app bookings are confirmed once full details and payment have been received.
• Phone or message enquiries are not confirmed bookings until you receive a booking reference.
• Please double-check pickup times, dates, and addresses when booking — we can’t be responsible for incorrect details entered.

2. Prices & Payments

• All fares are quoted in GBP (£) and include standard waiting time and mileage as agreed at the time of booking.
• Online and app fares are fixed at the time of booking — no hidden extras unless the journey changes.
• The quoted price for airport transfers includes up to 60 minutes of waiting time after your flight lands.
• Additional charges may apply for extra stops, parking fees, extended waiting beyond 60 minutes, or significant route changes.
• Account and contract work will be invoiced monthly unless otherwise agreed.

3. Cancellations & Refunds

• Cancellations made more than 12 hours before pickup are refunded in full.
• Cancellations made within 12 hours of pickup may be subject to a partial or full charge depending on driver allocation and dispatch time.
• No-shows or last-minute cancellations once a driver is en route are charged in full.
• Refunds are processed back to the original payment method within 5 working days.

4. Waiting Time & Delays

• Our drivers monitor flight and traffic conditions to ensure timely collection.
• For airport pickups, your quoted fare includes up to 60 minutes of free waiting time after your flight lands.
• If your flight is delayed, we adjust accordingly using live flight tracking.
• Waiting time beyond 60 minutes is chargeable at our standard rate.
• Local pickups include 5 minutes of free waiting time; charges then apply per minute thereafter.

5. Luggage & Property

• Please choose the correct vehicle size for your passengers and luggage when booking.
• We’re happy to assist with luggage, but items are carried at the owner’s risk.
• Any property left in vehicles will be kept safely for 7 days — please contact us to arrange collection.

6. Conduct & Safety

• Our drivers are licensed, insured and expected to act professionally at all times.
• We ask all passengers to treat vehicles and drivers with respect. Aggressive, abusive or unsafe behaviour may end the journey without refund.
• Seatbelts must be worn where fitted. Children under 3 must travel in an appropriate child seat (please advise us in advance if you need one supplied).

7. Liability

• While we do everything possible to ensure punctuality, Dunmow Minicab Company Limited is not liable for delays caused by events outside our control (e.g. traffic, weather, road closures).
• We are not responsible for missed flights, trains or appointments if insufficient travel time was allowed when booking.
• Our total liability in connection with any booking shall not exceed the fare paid.

8. Accounts & Corporate Bookings

• Approved business accounts are subject to separate credit terms and payment schedules.
• Invoices must be settled within 30 days unless otherwise agreed in writing.

9. Complaints & Feedback

• If something wasn’t quite right, please let us know within 48 hours so we can look into it quickly.
• Complaints can be sent by email to info@dunmowminicabcompany.com.
• We aim to respond within 3 working days and always handle feedback fairly and confidentially.

10. Legal Bits

• All services are operated by Dunmow Minicab Company Limited, licensed by Uttlesford District Council.
• These terms are governed by the laws of England and Wales, and any disputes shall be handled in English courts.

Last updated: November 2025 — Dunmow Minicab Company Limited, Great Dunmow, Essex.