Usage Policy

1. Appropriate Use

• The service provided by Dunmow Minicab Company Limited is for pre-booked private hire journeys. Spontaneous “hail” or street-pickups outside licence terms are not permitted.
• Bookings must be made and paid online or through the app (unless a separate account/credit-approved contract applies).
• The quotes obtained are based on the information you provide at booking time — any additional stops, delays or route changes may incur extra charges.

2. Passenger Behaviour

• Passengers are expected to behave respectfully towards drivers and vehicles. Abusive, aggressive or unsafe behaviour may result in the journey being terminated without refund.
• Seatbelts must be worn where fitted. Children under 3 must travel in an appropriate child seat (advise us in advance).
• Any damage or excessive cleaning requirement caused by passengers may be charged to the booking holder.

3. Vehicle & Driver Standards

• All vehicles used by us (or approved third-party operators) are licensed, insured and maintained to the standards required by the relevant local councils.
• We may subcontract to trusted operators licensed in other council areas when required, but our service standards remain consistent.
• Any complaints about driver conduct, vehicle cleanliness or service level should be reported to our office within 48 hours.

4. Booking Changes & Delays

• If you need to change the pickup time, location or number of passengers, please contact us as soon as possible. Changes may incur additional costs or require vehicle change.
• For airport pickups, we monitor your flight and allow up to 60 minutes of free waiting time after landing. Delays beyond this may incur waiting charges.
• In the event of unforeseen delays (e.g., traffic, weather), we’ll keep you updated — but extra time beyond the included waiting period may be chargeable.

5. Payment & Cancellation

• Online and app bookings must be prepaid or paid via the agreed method at the time of booking.
• If payment is not received or fails, the booking may be cancelled by us without liability.
• Cancellation terms are as set out in our Terms & Conditions.

6. Acceptable Use of App/Platform

• Access to our booking platform, app and website is for lawful use only. Attempting to access, interfere with or exploit our systems is prohibited.
• Users must provide accurate and truthful information at booking. Inaccurate or fraudulent bookings may be denied or cancelled.
• We reserve the right to refuse bookings or block users who misuse our service, violate terms or cause reputational harm.

7. Liability & Service Limits

• All journeys are subject to driver and vehicle availability and our service is operated under private hire licence terms.
• We are not liable for missed flights, connections, or delays caused by factors beyond our control (e.g., traffic, weather, airport procedures).
• Our liability is limited to the fare paid for the booking, except where law requires otherwise.

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