First Light Taxis
Operated by SBS Private Hire Limited

1. Introduction

These Terms & Conditions govern bookings and transport services arranged through First Light Taxis, a trading name of SBS Private Hire Limited, a company registered in England and Wales.

By making a booking with us, you agree to these Terms & Conditions, subject to your statutory rights.

These terms apply to bookings made through our website, mobile applications, telephone booking service, email, approved third-party booking platforms and business accounts.

Company: SBS Private Hire Limited

Trading name: First Light Taxis

Company registration number: 16295233

Registered office: 1010 Cambourne Business Park, Great Cambourne, CB23 6DP

Contact email: kevin@sbsprivatehire.co.uk

2. Our Services

First Light Taxis provides and arranges pre-booked passenger transport services, including:

• Local and long-distance private hire journeys.

• Airport and cruise port transfers.

• Executive and corporate transport.

• Minibus and group travel.

• Railway station transfers.

• Wedding and event transport.

• Wheelchair accessible transport, subject to availability and confirmation.

• Business and account-based travel.

Services are provided using appropriately licensed vehicles and drivers, directly or through suitable licensed transport partners where permitted.

All journeys requiring private hire booking must be booked in advance through an appropriately licensed operator.

3. Making a Booking

Bookings may be requested through our website, application, telephone, email or authorised booking partners.

When making a booking, customers must provide accurate information, including:

• Passenger name and contact telephone number.

• Pick-up and destination addresses.

• Date and time of travel.

• Number of passengers.

• Luggage requirements.

• Any additional stops.

• Flight details where applicable.

• Accessibility or special vehicle requirements.

A booking is only confirmed once accepted by us and a booking confirmation has been issued.

An automated acknowledgement or quotation does not necessarily constitute acceptance of a booking.

We reserve the right to decline a booking where we cannot safely or lawfully provide the requested service.

4. Booking Confirmations

Customers are responsible for checking their booking confirmation carefully.

Please verify the journey date, time, addresses, passenger numbers, vehicle type and quoted fare.

Any errors should be reported as soon as possible.

We cannot guarantee that amendments requested shortly before travel can be accommodated.

5. Fares and Pricing

Fares may be calculated using distance, journey duration, vehicle type, booking requirements, applicable tariffs or an agreed fixed price.

The fare shown at the time of booking may include applicable booking charges and other disclosed fees.

Where a fixed fare has been agreed and confirmed, that fare will apply to the journey as originally booked, subject to any agreed amendments or additional charges clearly disclosed under these terms.

Changes requested by the passenger may result in a revised fare.

Additional charges may apply for:

• Extra stops or changes to the route.

• Additional waiting time.

• Airport parking or access fees not included in the original quotation.

• Toll roads, congestion charges or other road-user charges not included in the original quotation.

• Vehicle upgrades requested by the customer.

• Additional cleaning or damage caused by passengers.

Any applicable additional charges will be explained before they are incurred where reasonably practicable.

We will not impose undisclosed mandatory charges after a booking has been agreed.

6. Fixed Airport Transfer Fares

Where a fixed airport transfer fare is confirmed, the quoted price will apply to the agreed journey, subject to the booking details remaining unchanged.

Our fixed airport fares are available regardless of the time of day, subject to vehicle availability and any specific conditions disclosed when booking.

Customers must provide accurate flight details where requested.

Airport parking, terminal access and set-down charges will be included where expressly stated in the booking quotation.

Charges not included in the quoted price will be identified before booking confirmation wherever reasonably possible.

Changes to the airport, terminal, destination, passenger numbers or vehicle requirements may result in a revised fare.

7. Airport Pick-Ups and Flight Delays

Where a valid flight number is supplied, we may use available flight information to monitor the estimated arrival time.

Flight monitoring does not guarantee that a driver can accommodate every delay, diversion or schedule change.

Customers must notify us as soon as reasonably possible of any significant change affecting their journey.

The agreed collection arrangements, including the meeting point and any included waiting allowance, will be communicated through the booking process or confirmation.

Where a flight is delayed, we will make reasonable efforts to adjust the collection arrangements.

If a delay materially affects driver or vehicle availability, we will contact the customer to discuss available options.

Additional waiting or parking charges may apply where disclosed and agreed in accordance with the booking terms.

8. Waiting Time

Passengers should be ready to travel at their confirmed collection time.

Where an included waiting allowance applies, this will be stated in the booking confirmation or relevant fare conditions.

Once the applicable allowance has expired, additional waiting charges may apply at the rate disclosed during booking or otherwise agreed with the customer.

Waiting charges may also apply where a customer requests the driver to remain at an additional stop.

We reserve the right to release a vehicle if the passenger cannot be contacted or does not attend within a reasonable period.

Any no-show or cancellation charge will be subject to the applicable booking terms and consumer law.

9. Cancellations and Refunds

Customers should cancel unwanted bookings as soon as possible.

Cancellation charges depend on the type of booking, the notice given, whether a vehicle has already been dispatched and any reasonable costs incurred.

Our applicable cancellation policy, including any charges or refund conditions, will be disclosed before the booking is confirmed.

Where a cancellation is made sufficiently in advance and no charge is applicable, prepaid amounts will be refunded to the original payment method.

Where a driver has already been dispatched or costs have reasonably been incurred, an appropriate cancellation charge may apply if this was clearly agreed at booking.

For specialist vehicles, minibuses, executive bookings and group transport, separate cancellation arrangements may apply where disclosed and accepted before confirmation.

If we cancel a prepaid booking because we are unable to provide the agreed service, we will provide a refund for the service not supplied, unless another suitable arrangement is agreed.

Nothing in these terms removes any statutory rights or remedies available to customers.

10. Passenger No-Shows

A passenger may be considered a no-show where they fail to attend the agreed collection point and cannot be contacted after reasonable attempts.

Drivers may attempt to contact passengers using the telephone number supplied during booking.

Customers should ensure their telephone is switched on and accessible around the scheduled collection time.

Where the customer fails to attend, an applicable no-show charge may be made if clearly disclosed and agreed during booking.

Charges will be reasonable and reflect the circumstances and costs incurred.

11. Payment Terms

We may accept payment through:

• Online booking systems.

• Mobile applications.

• Secure payment links.

• Approved credit or debit cards.

• Cash or card payments to the driver, where permitted.

• Approved business accounts.

The available payment methods will be confirmed during booking.

Certain bookings may require advance payment or payment authorisation.

Customers are responsible for paying the agreed fare and any properly incurred additional charges.

Payment authorisations may temporarily appear as pending transactions until released or completed by the payment provider.

12. Vehicle Allocation

We will make reasonable efforts to provide a vehicle suitable for the confirmed booking.

Vehicle photographs, descriptions and examples displayed on our website are illustrative unless a specific vehicle has been expressly guaranteed.

We may substitute a vehicle with one of equivalent or higher suitability where operationally necessary.

Any replacement must be appropriate for the passenger numbers, luggage and confirmed accessibility requirements.

If a suitable replacement cannot be provided, we will contact the customer to discuss alternatives or applicable refund arrangements.

13. Executive Travel

Executive travel is available by advance arrangement and subject to vehicle availability.

Specific vehicle categories, presentation requirements and additional services must be agreed before confirmation.

Unless expressly confirmed, we do not guarantee a particular vehicle make, model, registration number or onboard amenity.

Where an agreed executive service cannot be provided, the customer will be offered appropriate alternatives and any applicable price adjustment or refund.

14. Minibus and Group Bookings

Customers booking group transport must provide accurate passenger numbers and luggage requirements.

Vehicles must not carry more passengers than their permitted seating capacity.

All passengers must use seat belts where fitted and legally required.

Customers must ensure that the booked vehicle is suitable for the group and its requirements.

Additional charges may apply where agreed journey arrangements are changed, including extra stops or extended waiting time.

For certain larger vehicles, separate PSV or specialist transport arrangements may apply. These will be explained when relevant.

15. Wheelchair Accessible Transport

Wheelchair accessible vehicles may be available by prior arrangement.

Customers should advise us of relevant accessibility requirements when requesting a quotation or booking.

This may include wheelchair dimensions, the need to remain seated in a wheelchair during travel and any specific boarding assistance required.

We will make reasonable efforts to provide suitable vehicles and assistance.

Bookings requiring a specific accessible vehicle are subject to confirmation of suitability and availability.

We will comply with applicable equality and accessibility legislation, including relevant duties under the Equality Act 2010.

We will not impose unlawful additional charges for assistance or accessibility requirements.

16. Passenger Conduct

Passengers must behave respectfully towards drivers, other passengers and transport personnel.

We may refuse or discontinue a journey where a passenger's conduct creates a genuine safety risk or involves threatening, abusive, violent or unlawful behaviour.

Smoking and vaping are prohibited inside our vehicles.

Passengers must not damage vehicles, interfere with safety equipment or distract drivers in a manner that compromises safety.

Where a passenger causes damage or exceptional soiling beyond ordinary use, we may seek to recover reasonable, evidenced cleaning or repair costs.

Any refusal or termination of service will be handled in accordance with applicable law, including equality legislation.

17. Children and Child Seats

Customers must provide accurate information about children travelling, including relevant age and seating requirements.

Children must travel in accordance with applicable UK child restraint and seat belt legislation.

Customers should request child seats in advance where required.

Child seats are subject to availability and must be confirmed before travel where their provision forms part of the booking.

Parents and guardians remain responsible for supervising children travelling in their care.

Unaccompanied child transport must be arranged and expressly accepted in advance, with appropriate safeguarding and collection arrangements.

18. Luggage and Personal Belongings

Customers must advise us in advance of unusually large, heavy or excessive luggage.

Drivers may refuse items that cannot be carried safely or lawfully.

Passengers are responsible for ensuring that personal belongings are collected at the end of the journey.

If an item is reported lost, we will make reasonable efforts to assist in locating it.

We are not responsible for loss caused by circumstances outside our reasonable control, but nothing in these terms excludes liability where we are legally responsible.

Reasonable delivery or postage charges may apply where customers request the return of recovered belongings.

19. Delays and Traffic Conditions

Journey times are estimates unless expressly agreed otherwise.

Travel may be affected by traffic congestion, road closures, accidents, severe weather, airport disruption or other circumstances beyond our reasonable control.

We will use reasonable care and skill when providing transport services and make reasonable efforts to meet confirmed collection arrangements.

Customers should allow sufficient time for airport check-in, rail connections, appointments and other time-sensitive commitments.

Nothing in this section excludes our liability for failures caused by a lack of reasonable care and skill.

20. Subcontracted and Partner Journeys

Where operationally necessary, bookings may be fulfilled through another appropriately licensed transport operator.

This may occur during periods of high demand, specialist vehicle requirements or unforeseen vehicle unavailability.

Where a journey is subcontracted, relevant booking details may be shared with the transport provider for the purpose of fulfilling the journey.

We will take reasonable steps to use suitable, appropriately licensed operators.

Subcontracting does not remove any contractual responsibility that SBS Private Hire Limited owes to the customer.

21. Business and Corporate Accounts

Approved business customers may be offered account-based bookings and invoicing.

Account services may be subject to separate written terms covering:

• Authorised booking personnel.

• Credit limits.

• Invoice frequency.

• Payment deadlines.

• Disputed charges.

• Account suspension.

• Additional administrative requirements.

Where separate business account terms have been agreed, those terms will apply to the extent they are consistent with applicable law.

22. Customer Communications

We may contact customers by telephone, SMS, email, application notification or other agreed communication methods regarding their bookings.

These communications may include confirmations, driver details, vehicle updates, payment information and operational changes.

Customers must provide accurate and contactable details.

We are not responsible for communication failures caused solely by inaccurate contact information supplied by the customer, although we will take reasonable steps to resolve problems where practicable.

23. Complaints and Customer Support

We aim to resolve customer concerns promptly, professionally and fairly.

Complaints should be submitted using the contact details provided on our website.

Please include the booking reference, journey date, a description of the issue and any relevant supporting information.

We will investigate complaints and provide a response within a reasonable period.

Where appropriate, remedies may include an explanation, correction, refund, partial refund or another reasonable resolution.

Complaints do not affect customers' statutory rights.

24. Liability

We will provide our services with reasonable care and skill, as required by the Consumer Rights Act 2015 and other applicable legislation.

We are responsible for losses caused by our breach of contract or negligence where liability arises under applicable law.

We do not exclude or restrict liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded.

We are not responsible for losses caused solely by circumstances beyond our reasonable control, except where applicable law provides otherwise.

Nothing in these Terms & Conditions limits a customer's statutory consumer rights.

25. Events Outside Our Reasonable Control

We may be affected by events beyond our reasonable control, including severe weather, major road closures, industrial action, emergency incidents and significant transport infrastructure disruption.

Where such events prevent us from providing an agreed service, we will contact affected customers where reasonably possible.

We will discuss suitable alternative arrangements, rescheduling or any refund rights that apply.

26. Privacy and Personal Information

We process personal information in accordance with our Privacy Policy and applicable UK data protection legislation.

Booking information may be shared with drivers, dispatch providers, payment processors and transport partners where necessary to provide the service.

Our full Privacy Policy is available on the First Light Taxis website.

27. Changes to These Terms

We may update these Terms & Conditions from time to time.

The terms applicable to an accepted booking will generally be those provided or made available when the booking was confirmed.

We will not retrospectively impose materially disadvantageous changes to confirmed bookings without an appropriate legal basis or customer agreement.

28. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes will be subject to the jurisdiction of the appropriate courts, without removing any mandatory legal protections available to consumers.

29. Contact Information

For booking enquiries, amendments, complaints or questions about these Terms & Conditions, please contact:

First Light Taxis

A trading name of SBS Private Hire Limited

Website: www.firstlighttaxis.co.uk

Email: kevin@sbsprivatehire.co.uk

Telephone: 01376 807971

Registered office: 1010 Cambourne Business Park, Great Cambourne, CB23 6DP

Company registration number: 16295233

Thank you for choosing First Light Taxis. Your Journey, Our Priority.