Terms & Condition

TERMS & CONDITIONS

Aldgate Private Hire Ltd (trading as Orange Cars) is a registered company (07619037) with companies house and also holds PHV License number (748303)

Bookings can be made by telephone, e-mail, or through the online booking form

Tel: 0208 980 9118 – Email: info@orangecarsuk.co.uk – Web: www.orangecarsuk.co.uk

All persons booking through this service must be 16 years or older. This service must not be tampered with in any shape or form e.g. hacking, corrupting data or use of other spam

The prices will be subject to changes without any prior notice, however if a booking has been made then the provider will not be able to make any changes as a confirmation will have been sent to the customer.Any diversions or extra pickups during or after booking will be charged at min of £5.00 and according to the distance of the second or more pickups

Orange Cars will not be responsible for errors in information provided by the customer, which may cause incorrect vehicles sent or sent at incorrect times or destination

The customer will be responsible for checking the details provided in the booking form before sending the booking for any mistakes or ensuring all details are correct and match the customer’s needs. Once the customer receives the confirmation it is the responsibility of the customer to check if all details are correct, any mistakes must be rectified by contacting the call centre.

Orange Cars recommend that all customers keep the copy of the confirmation with them and the contact details so that any change in circumstances will be communicated to the call centre therefore we can negotiate rise of any serious circumstances

Customers are advised to keep all belongings safe as no responsibility will be accepted by Orange Cars for any loss or damage to any items, valuables or belongings. Customers are advised to have their own travel insurance

Although Orange Cars will make every effort to give the customer the service, however certain circumstances may make it impossible for drivers to get to the collection or pick up point on time e.g. damaged or vandalized car, serious road accident, poor weather conditions etc, in such conditions Orange Cars do not take liability but where possible will accommodate. Orange Cars will also not be liable for customers reaching their destination as a result to any issues relating to unforeseen circumstances e.g. damaged or vandalized car, serious road accident, poor weather conditions etc

There are seasonal charges that apply on the 25th, 26th, 31st of December and 1st of January each year. We will charge time and half on each fare.

We reserve the right to refuse travel to anyone deemed to be a nuisance or danger to our passengers or employees. We may seek the help of the police to remove any offenders from our vehicles and will not pay compensation or refund in such circumstances.

Orange Cars have the right to change the terms of the terms and conditions without written communication or notice, but where there has been a booking made and confirmed at this stage the terms and conditions at that time will be honoured.

CASH BOOKINGS / CARD PAYMENT AND ADDITIONAL FEES:

Customers will have the choice of whether to make the payment of the initial cost of the journey before leaving the PHV or pay full cost of return journey; this is to avoid any confusion between driver and customer.
We do not store credit card details nor do we share customer details with any 3rd parties

All cash payments shall be made directly to the driver and the Company acts as agent for the driver when processing the cash booking. All cash bookings are accepted by the Company on behalf of the driver. Please note all our drivers are self-employed, and these terms shall be considered the terms of trading between the driver and the Customer.
There is a £3 surcharge on all card bookings and the customer has to show the driver the card on which payment is made. The customer must also show matching photo ID and the cardholder must be present. Once a card has been verified for a customer they will be able to use that card without ID in all future transactions.

CUSTOMER ACCOUNT NUMBER

The customer will be issued with an account number & some cases passwords which must be quoted on all bookings. The Company does not accept any responsibility whatsoever when security account numbers are used by unauthorised personnel and/or for unauthorised purposes.

Business account users will be required to pay a holding deposit of £200 to setup and activate the free credit facility.

PAYMENT (ACCOUNT CUSTOMERS)

Invoices shall be paid in full within 30 days of issue thereof. Should any invoice not be paid within 30 days any outstanding invoices shall immediately become overdue which will automatically put the account on hold. The Customer shall not be entitled for any reason to withhold payment of invoices due to the Company and in particular shall not be entitled to do so in circumstances where the Customer is in dispute with the Company and/or claims money or compensation from the Company in respect of the Services

PASSENGER AND VEHICLE:

Maximum Passengers and Bags per vehicle

  • Saloon- 1-4 passengers, 1-2 suitcases and 2 handbags.     
  • Estate- 1-4 passengers, 3-4 suitcases and 2 handbags.
  • MPV – 1-4 passengers, 6 suitcases and 6 handbags.      
  • 5 passengers, 5 suitcases and 5 handbags.      
  • 6 passengers, 2 suitcases and 6 handbags.        
  • 7 seat minibus- 1-7 passengers, 8 suitcases and 8 handbags.       
  • 8 seat minibus- 1-8 passengers, 8 suitcases and 8 handbags.

AIRPORT PICKUPS:

Where possible we will always wait for you near the information desk holding up a sign board with Orange Cars on it, therefore it is the responsibility of the customer to locate the PHV driver on arrival to airports, ports or stations. Please keep our contact details handy if you cannot find the driver so that we can connect you to the driver

Orange Cars will not make any charges on the waiting of the first 30 mins but will charge £10.00 every hour thereof (or £5.00 for every 15 minutes) as inconvenience to the driver and to cover the cost of parking. If you require more time to come out of the airport for whatever reason please specify the extra time taken as we will not take into consideration any extra time unless mentioned as we monitor flights to help reach you on time.
Where there is a big variation to the flight’s scheduled on arrival, Orange Cars will make every effort to meet the customer as agreed but in such circumstances Orange Cars will not be responsible for delays on such circumstances

INSURANCE:

We are insured for passenger travel. This insurance is for public liability and does not constitute as travel insurance.

CANCELLATION FEES:

ASAP journeys- cancellation fees apply if the driver arrived at the pickup address.

Pre bookings/local pickups- cancellation fees apply if the customer cancels 5 minutes or less before the booking and the driver is already dispatched.

Pre bookings/central London cancellation fees apply if the customer cancels 10 minutes or less before the booking and the driver is already dispatched.

Pre bookings/outside our pickup area- cancellation fees apply if the customer cancels 20 minutes or less before the booking and the driver is already dispatched.

Pre bookings/outside M25- cancellation fees apply if the customer cancels 30 minutes or less before the booking and the driver is already dispatched.

Pre bookings/airport pickups- cancellation fees apply if the customer cancels after the driver has entered the car park.

The prices for cancellation are as follows:

  • Local- £5
  • Central London – £8
  • Outside our pickup area- £15    
  • Outside M25- £25        
  • Airport pickups- £25 + car parking fees

CHANGES TO THE JOURNEY:

In the event that the Customer requires the Company during the course of the Original Journey to make any alternative pick up(s) or collection(s)of passenger(s) or goods from other locations during the course of the Original Journey or drop off any passenger(s) at other locations other than specified in the Original Journey or to take any variation for the Original Journey route specified at the time of booking, additional charges may be applied by the Company, at its then current charge rate, which is available on request. In the event that the Customer requires more than 4 passengers to travel in a vehicle and has not specified this at the time of booking of the Original Journey additional charges may be levied by the Company, at its then standard charge rates, which are available on request for the provision of a larger vehicle or the carriage of additional passengers in excess of 4.

CLEANING COSTS:

Should the customer vomit/spill drink inside the vehicles, they will be liable for the following costs.

  • £35 for Saloon & Estate.      
  • £50 for MPV & Mini bus.

COMPLAINTS

If for some reason you are unhappy with the service, you should send your complaints to info@orangecarsuk.co.uk, where a member of management will respond ASAP.

This terms & condition does not affect your statutory rights.

BEST RATE GUARANTEE

A reservation must be made at least 48 hours in advance of your rental by going direct to Orange Cars and booking the lowest available rate for that car type. Within 24 hours of the booking, should a lower published Orange Cars rate be found on a site other than Orange Cars, a completed claim form, available here on Orange Cars, must be electronically submitted. To qualify, the same comparison rate must have been found using the same pick-up location, reservation dates and car type. The rate differential will be based on the base rate of the vehicle, and will not include taxes, fuel, surcharges or any other ancillary charges. Orange Cars will verify the comparison rate within 12 hours of receiving your claim and notify you of the results. Because of this verification process, you must book at least 48 hours in advance.

The guarantee applies to published Orange Cars rates. It does not apply to:

  • Rates from other car rental companies
  • Discounts, coupons, upgrade offers or insurance replacement rates.
  • Pre-negotiated rates.
  • Promotional rates and Pre-paid reservations.
  • Member rates such as AAA, government, corporate, etc.
  • Inclusive rates or package rates that may include a car and other travel segments.
  • Rates for rentals beyond 28 days.
  • Rates that may be found on auction websites or sites which do not display the name of the car rental company until after purchase.
  • Rates that may be found on auction websites or sites which do not display the name of the car rental company until after purchase.
  • To qualify, the same comparison rate must have been found using the same pick-up and return locations, reservation dates and times, and car type.

Void where prohibited by law. Orange Cars reserves the right to modify or cancel the guarantee at any time without prior notice.

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