Booking Terms

Scarlet Cars is operated by Scarlet Cars Ltd, a private hire vehicle operator licensed under Transport for London. Our registered address is Hayes, Uxbridge UB11 1FW, United Kingdom. You can contact us by phone on +44 7551 366664 or by email at scarletcarsltd@outlook.com.

These terms apply to every booking made through our website, by phone, by WhatsApp, or by email. By submitting a booking request you confirm that you have read, understood and agree to be bound by these terms.

Bookings on our website are requests, not instant confirmations. After you submit, our admin team will review the request and either accept or decline it. You will receive an email at each step. A booking is only confirmed once we email you to accept it. We may decline any booking at our discretion, for example because no driver is available or because the route is outside our service area.

The price shown on our site at the time of booking is an estimate based on the route, vehicle, time and any applicable surcharges. The final fare is confirmed by the driver or by our admin team and may differ from the estimate if the journey changes (extra stops, diverted routes, waiting time, airport parking, terminal fees, or unforeseen surcharges).

Surcharges that may apply: peak time (10% on weekdays 06:00–09:00 and 16:00–20:00), Central London charge (£15 flat), Christmas Day (30%), airport pickup/drop-off fees, and meet-at-area fees where applicable. All surcharges are shown in your quote breakdown.

You may choose to pay in cash on the day, or to pay online by bank transfer using the instructions we email you after acceptance. Online card payments may be available later. Bookings paid online are only confirmed once payment is received.

You can cancel a booking online using the Manage Booking link in your confirmation email, or by contacting us by phone or WhatsApp. The time of cancellation is taken from when we receive your cancellation request, not when it is sent.

Where you have paid online, the refund you receive depends on how much notice you give before your pickup time:

• 2 hours' notice or more — full refund.
• Less than 2 hours' notice — full refund minus a £10 cancellation fee.
• Less than 1 hour's notice — 50% of the total job value.
• Less than 30 minutes' notice — no refund (unless special circumstances apply).

Special circumstances. In exceptional cases we may use our discretion to issue a full or partial refund even where one would not normally apply. These may include serious illness or a medical emergency (proof may be required), bereavement of an immediate family member, severe weather or other circumstances beyond your control, or a significant error made by Scarlet Cars in relation to your booking. All such requests are assessed on a case-by-case basis and at the sole discretion of Scarlet Cars management.

Completed journeys. If your journey has already taken place, please contact us with your booking reference to request a refund; these are reviewed by our team on request.

Refund processing. Where a refund is due, it will be returned to your original payment method within 3–5 working days.

Drivers will wait up to 15 minutes free of charge from the booked pickup time. Beyond that, additional waiting time may be charged. For airport pickups, drivers will wait up to 30 minutes after the flight's actual arrival time.

Luggage allowances depend on the vehicle type you select and are shown on the booking page. Please mention any oversized items, child seats, or pets in the special requests field when you book so we can dispatch a suitable vehicle.

Our drivers are entitled to refuse a journey or terminate a journey early if a passenger behaves in a way that is unsafe, abusive, or in breach of the law. Smoking, including e-cigarettes, is not permitted in our vehicles. Soiling charges may apply.

We will use reasonable care and skill to provide your journey. We are not liable for delays caused by traffic, weather, road closures, public transport disruption, or other events outside our reasonable control. Nothing in these terms limits our liability for death or personal injury caused by negligence, or for fraud.

If you have any concern about a booking or journey, please contact us on +44 7551 366664 or scarletcarsltd@outlook.com. We aim to respond to written complaints within 5 working days.

These terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

We may update these terms from time to time. The version that applies to your booking is the version published on our website at the time you submit the booking.