Terms & Conditions
Understand the rules and guidelines for using Taxi Group's services securely and reliably.
T.V.S EXPORTS LTD – Terms and Conditions of Service
Effective Date: 26/08/2025
1. Introduction
Welcome to T.V.S EXPORTS LTD (“the Company,” “we,” “us,” “our”). These Terms and Conditions (“Terms”) govern the relationship between T.V.S EXPORTS LTD, a company registered in England and Wales with company number 10889551, and you, the customer (“you,” “your,” “Customer”).
By booking and using our taxi and private hire services (“Services”), you agree to be bound by these Terms. Please read them carefully before using our Services. If you do not agree with any part of these Terms, you must not use our Services.
2. Definitions
“App” means the Company’s mobile application, T.V.S EXPORTS LTD.
“Booking” means a request for Services made by the Customer and accepted by the Company.
“Company” means T.V.S EXPORTS LTD.
“Customer” means any individual, firm, company, or organisation that books or uses the Services of the Company.
“Driver” means the licensed driver operating the vehicle on behalf of the Company.
“Fare” means the total cost payable by the Customer for the Services, including any applicable charges, additional charges, and waiting time fees.
“Fixed-price fare” meant a predetermined cost for a journey, agreed upon at the time of booking, which does not change based on traffic conditions or the specific route taken.
“Metered Fare” means the cost of a journey calculated in real-time by a calibrated in-vehicle meter based on distance traveled and waiting time.
“No-Show” means a situation where a customer fails to be present at the agreed-upon pick-up location within a specified timeframe (e.g., 3 minutes of the scheduled pick-up time), resulting in a cancellation fee.
“Operating Areas” means the specific geographic locations where T.V.S EXPORTS LTD primarily operates, as defined in the terms.
“Services” means the transportation services provided by the Company, including but not limited to taxi services and pre-booked transfers.
“Vehicle” means the taxi or private hire vehicle provided by the Company for the Services.
“Website” means the Company’s online presence used for information and booking purposes.
3. Booking of Services
3.1. Booking Methods: Bookings can be made through the following methods:
Telephone: [Contact details removed per request]
Website: [Online presence removed per request]
Mobile App: T.V.S EXPORTS LTD
Email: info@tvsexport.com
3.2. Booking Information: When making a Booking, you must provide accurate and complete information, including:
Your name
Contact telephone number
Pick-up address and postcode
Destination address and postcode
Date and time of pick-up
Number of passengers
Any special requirements (e.g., wheelchair accessibility, luggage, child seats – subject to availability and potentially additional charges)
Personal passenger information recorded by the operator must not be disclosed to anyone who does not have a legitimate safety or legal reason for possessing it.
All personal passenger data must be securely held and protected in accordance with relevant Data Protection legislation.
3.3. Booking Confirmation: A Booking is only confirmed when accepted by the Company. Confirmation will typically be provided via SMS, email, verbally over the phone, or app confirmation. It is your responsibility to check the details of your booking confirmation are accurate.
3.4. Amendments and Cancellations by Customer:
Advance Booking Cancellations – Customers can cancel their booking free of charge if done so prior to the driver arriving at the pick-up location.
On-Demand Booking Cancellations – Customers can cancel their booking free of charge if done so prior to the driver arriving at the pick-up location.
App Booking Cancellations – A fixed cancellation fee of £3.40 will apply to all app bookings, once the driver has arrived at the pick-up location, attempted to contact the customer by phone, and waited for 3 minutes. If an app booking is cancelled before the driver arrives at the pick-up location, a full refund will be processed to the card used for payment.
Cancellations Outside of Primary Area – If a customer cancels a booking and the driver is already on route to a location outside of our primary operating area, the full fare will be charged as compensation for the driver’s time and travel expenses.
Pre-Booked Minibus Cancellations – For pre-booked minibus services, if payment has already been taken, customers must provide at least 24 hours’ notice to qualify for a refund. Cancellations made within 24 hours of the scheduled booking will not be eligible for a refund.
3.5. Amendments and Cancellations by the Company:
While we will make every effort to fulfil confirmed Bookings, in exceptional circumstances, we may need to amend or cancel a Booking. This may be due to unforeseen circumstances such as vehicle breakdown, driver unavailability, or events beyond our reasonable control (Force Majeure).
In the event of cancellation by the Company, we will attempt to notify you as soon as reasonably practicable and offer a full refund if you have pre-paid. We will not be liable for any consequential losses incurred by you due to cancellation.
3.6 Licensed Vehicle Supply: By making a booking with T.V.S EXPORTS LTD, whether via telephone, app, email, or in person, you agree to accept that your booking may be fulfilled by a vehicle and driver licensed under the appropriate licensing authorities for the region of operation. All such vehicles and drivers are fully licensed, insured, and regulated by their respective licensing authority. Your acceptance of these Terms confirms that you are satisfied for your journey to be carried out by a licensed vehicle.
4. Fares and Payment
4.1. Fare Calculation: Fares are primarily calculated using a calibrated meter, reflecting the distance travelled. Drivers are expected to take the shortest reasonable journey. Delays due to traffic, accidents, and unforeseen circumstances may affect the final metered fare. For your convenience, we also offer fixed-price fares for journeys booked and paid through our app with a credit or debit card. This allows you to know the exact cost of your trip upfront, regardless of the route taken or traffic conditions. Fixed-price fares are also available for airport transfers.
4.2. Fare Estimates: Any fare estimate provided before the journey is an approximation, unless you have booked a fixed-price fare through our app. The final fare for metered journeys will be determined by the meter or the agreed fixed price, and may vary due to actual route taken, traffic conditions, and any additional stops or waiting time incurred.
4.3. Payment Methods: We accept the following payment methods:
Cash (to the Driver)
Credit/Debit Cards (via our in-vehicle card machine)
Credit/Debit Cards (via our customer app)
Secured Payments link sent via text to your mobile device or by email.
4.4. App Payments: For your convenience, you can pay for your journey directly through our app using a credit or debit card. This method offers the benefit of fixed-price fares, discount code redemption, and access to our loyalty program.
4.5. Payment Links: We can provide a secure payment link via SMS or email, allowing you to pay for your journey using a credit or debit card. This option is useful for pre-booked journeys or when you prefer not to use cash or the in-vehicle card machine.
4.6. Discounts: We offer various discounts throughout the year, including:
Promotional Codes: Keep an eye out for special offers and discounts through our app and social media channels. To redeem a promotional code, you must book your journey through our app and pay with a credit or debit card. Enter the promotional code during the booking process to apply the discount. Some promotional discounts may be automatically applied to eligible rides.
Loyalty Program: We have a loyalty program that rewards our frequent riders with exclusive discounts and benefits. This program is exclusively available to customers who book and manage their journeys through our app. More details about our loyalty program can be found within the app.
Special Event Discounts: We may offer discounts for specific events or occasions. These will be advertised through our usual communication channels; social media posts and app announcements.
4.5. Payment Due: Payment is due upon completion of the journey unless otherwise agreed in advance. Payment will be requested prior to any pick-ups from outside of our primary operating areas. To prepay for bookings outside of our primary operating areas, payment can be made by the secured payment link or by paying on card by the app. The customer app coverage is set to specific locations and can be amended at any time by T.V.S EXPORTS LTD.
4.6. Additional charges: Additional charges may apply for certain journeys or at certain times, including:
Airport pick-up/drop-off fees
Out-of-hours additional charges
Bank Holiday additional charges
Congestion charges
Tolls
Extra stops
It’s important to note that additional charges are included in any fixed price or quotation provided. However, additional charges will be applied separately on top of the metered fare for bookings that are calculated using the meter. Details of applicable additional charges will be provided at the time of booking or upon request.
4.7. Waiting Time Charges: Waiting time charges are not applied at the start of the booking while waiting for the customer, unless contact has been made with the customer. The driver can start the meter once contact has been made with the customer.
Waiting time charges will be calculated as approximately 20p for every 45 seconds of waiting while the booking is in progress.
Pre-booked Waiting: Alternatively, for pre-booked waiting time on a fixed-price basis, the charge will be £20.00 per hour for a car or £30.00 per hour for a minibus.
Airport Return Waiting: For airport return journeys, there is a grace period of 1 hour from the time the flight lands. After this, standard waiting time charges will apply.
4.8 Website Airport Transfer Booking Fee – For all bookings made via our online presence on the Airport Transfers page, a booking fee of £2.50 will be applied to each booking in addition to the fare. This fee will be clearly displayed at the time of booking and is non-refundable unless the booking is cancelled by the Company.
5. Cancellation Policy
5.1 Customer Cancellation: You may cancel a Booking, but cancellation charges may apply depending on the notice period given.
Advance Booking Cancellations: Customers can cancel their booking free of charge if done so prior to the driver arriving at the pick-up location.
On-Demand Booking Cancellations: Customers can cancel their booking free of charge if done so prior to the driver arriving at the pick-up location.
App Booking Cancellations: A fixed cancellation fee of £3.40 will apply to all app bookings, once the driver has arrived at the pick-up location, attempted to contact the customer by phone, and waited for 3 minutes. If an app booking is cancelled before the driver arrives at the pick-up location, a full refund will be processed to the card used for payment.
Cancellations Outside of Area: If a customer cancels a booking and the driver is already on route to a location outside of our primary operating area, the full fare will be charged as compensation for the driver’s time and travel expenses.
Pre-Booked Minibus Cancellations: For pre-booked minibus services, if payment has already been taken, customers must provide at least 24 hours’ notice to qualify for a refund. Cancellations made within 24 hours of the scheduled booking will not be eligible for a refund.
5.2 Cancellations by the Company: We reserve the right to cancel bookings due to unforeseen circumstances, including but not limited to:
Vehicle breakdowns
Unsafe weather conditions
Driver unavailability
In such cases, customers will receive a full refund or the option to reschedule the service.
Company Cancellation: If the Company cancels a Booking (except in cases of Force Majeure where these terms may be altered, as detailed in 3.5), a full refund will be provided if you have pre-paid. No cancellation charge will apply to the Customer in this instance.
5.3 No-Show Policy: A “No-Show” is defined as the customer failing to be present at the agreed pickup location within 3 minutes of the scheduled pickup time.
In the event of a No-Show, no refund will be provided, and the full fare or a cancellation fee of £3.40 will be charged.
5.4 Refunds
Eligibility for Refunds: Refunds are applicable if the cancellation is made within the allowed timeframe (see relevant clauses). Refunds will also be issued if we fail to provide the service due to factors within our control.
Processing of Refunds: Refund requests must be submitted via info@tvsexport.com within 30 days of the incident. Approved refunds will be processed within 5 – 10 business days.
Non-Refundable Charges: Any additional fees or charges, such as booking fees or service add-ons, are non-refundable unless otherwise stated.
6. Customer Conduct and Responsibilities
6.1. Respectful Behaviour: Customers are expected to behave respectfully towards the Driver and other passengers (if any). Abusive, threatening, or violent behaviour towards the Driver or other passengers will not be tolerated and may result in the termination of the journey and reporting to the authorities.
6.2. Compliance with Law: Customers must comply with all applicable laws and regulations, including but not limited to laws relating to the consumption of alcohol and drugs in vehicles.
6.3. Vehicle Cleanliness: Customers are expected to maintain reasonable cleanliness within the Vehicle. Spillage, vomiting, or other actions causing excessive soiling may result in a cleaning fee.
6.4. Luggage: Customers are responsible for ensuring their luggage is safely loaded and unloaded and does not exceed the Vehicle’s capacity. Please inform us of excessive luggage at the time of booking.
6.5. Child Seats: The company does not provide child seats. It is the Customer’s responsibility to ensure that children are safely and legally restrained in the Vehicle. If the customer provides their own child seat, it is their sole responsibility to ensure it is correctly fitted and secured in the vehicle according to the manufacturer’s instructions. Children can travel in the back of a taxi without a child seat. Children should not be placed in a seat belt when sitting on an adult’s lap. Please inform us of your requirements at the time of booking.
6.6. Animals: The carriage of animals is at the Driver’s discretion and must be pre-booked. Guide dogs and assistance dogs are generally permitted and should be notified at the time of booking. Drivers cannot refuse to pick up guide dogs or assistance dogs unless they have a valid medical exemption certificate. An additional charge of £2.00 will be added for the carriage of other pets. They must be appropriately restrained and clean.
6.7. No Smoking or Vaping: Smoking and vaping are strictly prohibited in all Vehicles.
6.8. Food and Drink: Consumption of food and drink in the Vehicle is generally discouraged and is at the Driver’s discretion.
6.9. Safety: Customers must follow the Driver’s instructions regarding safety and must wear seatbelts at all times.
7. Company Responsibilities and Liability
7.1. Service Provision: The Company will use reasonable endeavours to provide the Services in a professional and timely manner, in accordance with these Terms.
7.2. Driver Licensing and Vehicle Safety: We ensure that all Drivers are licensed, and vehicles are roadworthy and properly insured in accordance with legal requirements. All Drivers and Vehicles are licensed through the relevant licensing authority.
7.3. Limitation of Liability: To the extent permitted by law, the Company’s liability for any loss or damage arising from or in connection with the Services shall be limited to the Fare paid for the specific journey.
7.4 Exclusion of Liability: The Company shall not be held liable for delays arising from traffic congestion, road closures, accidents, or other events beyond our reasonable control (Force Majeure). Furthermore, the Company shall not be liable for loss or damage to customer property unless such loss or damage is caused by our negligence. We are also not liable for consequential or indirect losses, including but not limited to missed flights, appointments, or business opportunities. Finally, we are not liable for injury or death to customers except where such injury or death is caused by our negligence.
7.5. Force Majeure: The Company shall not be liable for any failure to perform its obligations under these Terms if such failure is caused by circumstances beyond its reasonable control, including but not limited to acts of God, war, riots, civil commotion, strikes, lockouts, accidents, breakdown of plant or machinery, fire, flood, storm, or other natural disaster, and epidemic or pandemic (Force Majeure Event).
8. Lost Property
8.1. Customer Responsibility: Customers are responsible for their personal belongings whilst using our Services.
8.2. Lost Property Procedure: If you believe you have left property in a Vehicle, please contact us as soon as possible via info@tvsexport.com. We will make reasonable efforts to locate and return lost property.
Or
Please contact the relevant licensing authority.
8.3. Storage and Disposal: Please be advised that T.V.S EXPORTS LTD does not retain, or store items left behind by customers. We are not responsible for any lost property. Drivers are responsible for inspecting their vehicles after each hire and following the lost property procedures provided by the licensing authority.
9. Complaints Procedure
If you wish to make a complaint, please submit your complaint in writing via email to: complaints@tvsexport.com. The complainant will receive an acknowledgment email, informing them that they will receive a response in 5 working days. An investigation into the compliant will be carried and the following procedure will be carried out:
All complaints will be logged into our official complaints log upon receipt and will be monitored by T.V.S EXPORTS LTD management. All related emails and complaint records will be retained, even after resolution. The following details will be logged:
Booking reference
Date complaint received
Date of incident
Time of incident
Name of complainant
Complaint details (copy of email)
Driver/staff involved
Date of first response
Date complaint resolved
Resolution details
Management Response – Following the completion of our investigation, a member of the T.V.S EXPORTS LTD management team will contact you by phone or email to discuss the outcome.
Escalation to Directors – If the complaint cannot be resolved by a member of management, it will be escalated to the directors of T.V.S EXPORTS LTD. They will conduct a further investigation, discuss the matter with you, and attempt to reach a resolution.
External Escalation – If the complaint remains unresolved after escalation within T.V.S EXPORTS LTD, we will engage with the local licensing authority regarding the complaint.
In cases where immediate escalation to the licensing authority is deemed necessary, T.V.S EXPORTS LTD management will contact both the authority and you directly.
10. Data Protection and Privacy
10.1. Data Collection and Use: We collect and use your personal information in accordance with our Privacy Policy, which is available on our online presence. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal data.
10.2. Data Security: We take reasonable measures to protect your personal information from unauthorised access and misuse.
10.3. Airport Contact Information Sharing – When booking via our online presence on the Airport Transfers page, you consent to your contact telephone number being shared with the Driver assigned to collect you from the airport. This information will be used solely for the purpose of contacting you regarding your booking, for example to arrange the pickup point. The Driver is prohibited from using your phone number for any other purpose.
11. Amendments to these Terms
11.1. Terms Updates: The Company reserves the right to amend these Terms from time to time. Updated Terms will be published on our online presence and will be effective from the date of publication.
11.2. Continued Use: Your continued use of our Services after the publication of updated Terms constitutes your acceptance of the revised Terms. It is your responsibility to check these Terms periodically for changes.
12. Governing Law and Jurisdiction
12.1. Governing Law: These Terms shall be governed by and construed in accordance with the laws of England and Wales.
12.2. Jurisdiction: Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
13. Contact Information
T.V.S EXPORTS LTD
Company Number: 10889551
Telephone: [Details removed per request]
Email: info@tvsexport.com