These Terms and Conditions apply to private hire and passenger transfer services provided by Pegasus Transfers Limited ("Pegasus Transfers", "we", "us" or "our"). By using our services, you agree to these Terms and Conditions.
1. Our Services
Pegasus Transfers Limited provides pre-arranged private hire and passenger transfer services in London and surrounding areas, including airport transfers, hotel transfers, cruise port transfers, corporate travel, executive travel and group transportation.
All journeys must be arranged and accepted in advance. Our services are not street-hail taxi services.
2. Journey Information
Customers are responsible for providing correct information when arranging a journey, including:
- Passenger name and contact number
- Correct pickup and destination addresses
- Date and required pickup time
- Number of passengers
- Amount and size of luggage
- Flight details where applicable
- Any special requirements that may affect the vehicle required
Pegasus Transfers will not be responsible for delays or additional costs resulting from incorrect or incomplete information provided by the customer.
3. Fares and Payments
The price provided for a journey is based on the information supplied by the customer at the time the service is arranged.
The price may change if the customer subsequently changes the pickup location, destination, journey, passenger requirements, vehicle requirements or other material details.
Any additional charges applicable to a journey will be communicated where reasonably possible.
4. Airport Transfers
Customers travelling from an airport should provide accurate flight information.
We may monitor flight arrival information where flight details have been provided. Flight monitoring does not guarantee that all delays or changes will be identified immediately.
Passengers should follow the meeting instructions provided to them and remain contactable after arrival.
5. Meet & Greet
Where a meet-and-greet service has been arranged, the driver will attend the designated meeting location according to the journey instructions.
Passengers should contact our customer support team if they are unable to locate their driver rather than leaving the agreed meeting area without informing us.
6. Waiting Time
Free waiting time may be provided depending on the type of journey and service arranged.
Additional waiting charges may apply where a passenger requires the driver to wait beyond the included waiting period.
Airport waiting arrangements may differ from standard address, hotel or residential pickups.
7. Passenger No-Show
A passenger may be considered a no-show where the driver attends the agreed pickup location and the passenger does not arrive within the applicable waiting period and cannot be located or contacted.
Passengers experiencing a delay should contact Pegasus Transfers as soon as possible.
8. Cancellations and Amendments
Customers should notify us as soon as possible if they wish to cancel or amend their journey.
Cancellation charges may apply depending on the notice provided, journey type and whether a driver or vehicle has already been committed to the journey.
Full details are available in our Cancellation Policy.
9. Vehicles
We provide different categories of private hire vehicles according to passenger and luggage requirements.
Images displayed on our website are for illustration purposes unless a specific vehicle has expressly been agreed.
A particular vehicle make, model or colour is not guaranteed. We may provide another suitable vehicle within the requested category or an appropriate alternative.
10. Passenger and Luggage Capacity
Customers must provide accurate information about the number of passengers and luggage.
The driver cannot carry more passengers than the vehicle is legally permitted to carry.
If the passenger or luggage requirements exceed the capacity of the vehicle arranged, a larger or additional vehicle may be required and additional charges may apply.
11. Children and Child Seats
Customers travelling with children should inform us of their requirements in advance.
Where a child seat has specifically been requested, availability should be confirmed with us before travel.
Parents or responsible adults remain responsible for supervising children throughout the journey.
12. Passenger Conduct
Passengers must behave appropriately and must not:
- Threaten, abuse or harass the driver
- Damage or deliberately soil the vehicle
- Distract the driver in a way that may affect safety
- Carry prohibited or dangerous items
- Ask the driver to carry more passengers than legally permitted
We reserve the right to refuse or terminate a journey where passenger behaviour creates a genuine safety risk to the driver, passengers or other road users.
Reasonable cleaning or damage costs may be charged where appropriate.
13. Driver and Vehicle Standards
Pegasus Transfers is committed to passenger safety and professional service.
Services will be provided using appropriately licensed private hire drivers and vehicles as required by applicable law.
Drivers are expected to maintain professional standards of conduct, driving and passenger care.
14. Delays
Journey and arrival times can be affected by circumstances outside our reasonable control, including:
- Traffic congestion
- Road closures
- Accidents
- Severe weather
- Airport disruption
- Flight delays
- Major events
- Police or emergency incidents
We will make reasonable efforts to provide the service as arranged, but journey times cannot be guaranteed where circumstances are outside our reasonable control.
15. Lost Property
Passengers are responsible for their personal belongings.
If you believe that you have left an item in a vehicle, please contact our customer service team as soon as possible.
We will make reasonable efforts to identify and recover lost property but cannot guarantee that an item will be found.
16. Complaints
We take complaints seriously.
Customers wishing to make a complaint should contact Pegasus Transfers and provide sufficient information for us to investigate, including the journey date and details of the issue.
Complaints will be reviewed in accordance with our complaints procedure.
17. Accessibility
We aim to provide our services fairly and without unlawful discrimination.
Passengers with accessibility or mobility requirements are encouraged to inform us of relevant requirements when arranging their journey so that appropriate arrangements can be considered.
Nothing in these Terms and Conditions limits any statutory rights or protections available to disabled passengers.
18. Customer Contact
Passengers should provide a working telephone number and, where applicable, email address so that we can communicate important information relating to their journey.
Customers should ensure they remain reasonably contactable around the scheduled pickup time.
19. Personal Information
Personal information is handled in accordance with our Privacy Policy and applicable data-protection requirements.
Information may be used where necessary to arrange and provide transportation, communicate with passengers, process payments, handle complaints and meet legal or regulatory obligations.
20. Liability
Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful, including liability that cannot legally be excluded or restricted.
Customers retain their statutory consumer rights.
21. Changes to These Terms
Pegasus Transfers Limited may update these Terms and Conditions from time to time to reflect changes to our services, legal requirements or operating procedures.
The latest version will be published on our website.
22. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the applicable jurisdiction of the courts of England and Wales.
23. Contact Us
For questions about these Terms and Conditions or our services, please contact us using the details below.