Terms & Conditions

Last updated: 16 July 2026

1. Introduction

These terms and conditions govern your use of the taxi and private hire vehicle services provided by Grays Taxis 24/7 (“we”, “us”, “our”). By booking a journey with us you agree to these terms.

2. Booking & Confirmation

A booking is confirmed once you receive written or electronic confirmation from us. We reserve the right to decline bookings at our discretion. You are responsible for providing accurate pick-up, drop-off, date, and passenger information.

3. Fares & Payment

Quoted fares are fixed at the time of booking and cover the agreed route. Additional charges may apply for extra waiting time (beyond 15 minutes), additional stops, tolls, parking charges, or significant route changes requested by the passenger. Payment is due on completion of the journey unless otherwise agreed in advance.

4. Cancellations

• Cancellations made more than 24 hours before the journey: no charge.
• Cancellations made between 2 and 24 hours before the journey: 50% of the fare.
• Cancellations made within 2 hours of the journey, or no-shows: 100% of the fare.

Airport pick-ups: the cancellation clock starts from the confirmed pick-up time, not the flight arrival time.

5. Waiting Time

For standard bookings we allow 5 minutes of free waiting time. For airport arrivals we allow 45 minutes from the confirmed landing time before waiting charges apply. After the free period, waiting time is charged at the prevailing rate.

6. Passenger Conduct

Passengers must behave in a lawful and courteous manner. We reserve the right to refuse or terminate a journey if a passenger's conduct poses a risk to the driver or vehicle. Passengers are liable for any damage caused to the vehicle through their actions.

7. Luggage & Belongings

We accept no liability for loss of, or damage to, luggage or personal belongings left in our vehicles. Please check that you have all your belongings before leaving the vehicle.

8. Liability

Our liability to you is limited to the cost of the journey booked. We are not liable for indirect or consequential losses such as missed flights, missed meetings, or hotel cancellation charges arising from delays caused by circumstances beyond our control (including but not limited to traffic, adverse weather, or road closures).

9. Complaints

If you have a complaint, please contact us within 7 days of the journey. We aim to respond within 5 working days.

10. Governing Law

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

11. Changes to These Terms

We may update these terms from time to time. The current version is always available on our website. Continued use of our services after any change constitutes acceptance of the new terms.