Velar Executive Travel Terms & Conditions

1. Definitions

Agreed Pick-Up Point: The confirmed location for passenger collection.
Agreed Time: The confirmed date and time of collection.
Booking: A reservation accepted by Velar Executive Travel for a private hire transport service.
Velar Executive Travel: The private hire operator arranging or providing the service.
Supplier: A suitably licensed third-party transport operator engaged to fulfil a booking.
Customer: The individual or organisation making the booking.
Passenger: Any person travelling under the booking.
Deposit: An advance payment contributing towards the agreed fare.
Fare: The agreed price of the booked journey.
Booking Confirmation: Written confirmation issued by Velar Executive Travel accepting the reservation.
Cancellation Charge: A reasonable charge representing losses resulting from cancellation, subject to applicable law.
Vehicle Allocation: Reservation of a vehicle and associated driver resources for an agreed journey.
Quote: The price offered for the requested journey, subject to the stated booking details and conditions.

2. General Terms

These Terms & Conditions apply to bookings made with Velar Executive Travel through our website, booking system, telephone, email, messaging services or other authorised communication channels.

Customers must be at least 18 years old to make a booking.

By confirming a booking after being provided with these Terms & Conditions, the customer agrees to the applicable booking and payment arrangements.

Customers making bookings on behalf of another person or organisation confirm that they have authority to do so and are responsible for communicating the relevant journey information.

Any individually agreed booking conditions must be confirmed in writing.

If any provision is found to be unenforceable, the remaining provisions shall continue to apply where legally permissible.

3. Website Use

Customers must provide accurate information when requesting quotations or making reservations.

Velar Executive Travel may decline a booking before acceptance, subject to applicable law.

Personal information is processed in accordance with our Privacy Policy.

Our website uses cookies and related technologies in accordance with our applicable cookie information and consent arrangements.

Automated booking confirmations and journey notifications may be sent by our booking system. Customers may contact us through our Support page.

4. Bookings and Confirmation

Customers are responsible for providing accurate:

Collection and destination addresses.
Journey dates and collection times.
Flight numbers and arrival details, where applicable.
Passenger numbers and luggage requirements.
Contact information and any special requirements.

A quotation or booking enquiry does not constitute a confirmed reservation.

A booking is confirmed only when Velar Executive Travel has accepted the reservation, issued written confirmation and received any deposit or advance payment required under the agreed booking conditions.

Where Velar Executive Travel expressly agrees to confirm a booking without an advance payment, that reservation remains subject to these Terms & Conditions.

Until a booking has been confirmed, vehicle availability cannot be guaranteed.

Customers requesting amendments to confirmed bookings should contact us as early as possible. Changes remain subject to availability and may result in an adjusted fare.

Where necessary, Velar Executive Travel may arrange for a suitably licensed third-party operator or an appropriate replacement vehicle to provide the service.

Any material change to an agreed service will be communicated to the customer, with their applicable legal rights preserved.

Booking enquiries and amendments:
bookings@velarexecutive.co.uk

5. Airport Transfers

5.1 Flight Monitoring

Velar Executive Travel monitors flights using the information supplied by the customer.

Customers must provide accurate flight numbers, arrival dates and relevant travel information.

We cannot control flight delays, cancellations or changes imposed by airlines or airports.

5.2 Waiting Time

Airport arrival bookings include up to 60 minutes of complimentary waiting time, calculated from the actual recorded flight landing time.

Additional waiting time is charged at £10 per 15 minutes, equivalent to £40 per hour.

Additional parking charges may apply.

5.3 Collection Arrangements

Standard airport collections are kerbside at the designated meeting point.

Meet-and-greet services inside terminals may be arranged for an additional charge.

Drivers are not required to leave their vehicles to locate passengers unless this has been agreed beforehand.

6. Payment, Deposits and Reservations

6.1 Booking Deposits

Velar Executive Travel reserves the right to request a deposit or full advance payment for any booking, regardless of previous booking history.

The amount requested will depend on factors including:

The total journey fare.
The date and time of the service.
Vehicle and driver availability.
The distance and duration of the journey.
The amount of time and resources being reserved.
Any special arrangements required.

The deposit amount and payment deadline will be confirmed before the booking is accepted.

Deposits form part of the agreed fare and will be deducted from the outstanding balance.

Where a deposit is required, the booking will not be confirmed until that payment has been received and the reservation has been accepted.

6.2 Local Bookings

For local journeys, Velar Executive Travel may request a deposit appropriate to the value and circumstances of the booking.

Deposit amounts are determined individually and confirmed before acceptance.

The remaining balance may be payable in advance or on the day of travel, depending on the arrangements agreed when booking.

Cancellation and refund arrangements are governed by Section 7.

6.3 Long-Distance, Airport, Event and Advance Bookings

Bookings involving significant travel distances, airport collections, weddings, sporting events, group transport or extended vehicle allocation may require a higher deposit or full advance payment.

Reservations made substantially in advance may involve a commitment of vehicle and driver availability over an extended period.

Where a booking is cancelled, any applicable cancellation charge will take account of the nature of that commitment, costs incurred, losses reasonably anticipated and the opportunity to obtain replacement work.

The amount of any required deposit and the applicable cancellation arrangements will be communicated before confirmation.

Cancellation charges remain subject to Section 7 and applicable consumer protection law.

6.4 Outstanding Balances

Outstanding balances must be paid by the deadline agreed at the time of booking.

For long-distance or inbound journeys, full payment will normally be required at least six hours before collection unless otherwise agreed in writing.

For corporate and agency reservations, alternative payment arrangements may be agreed in writing.

Where a customer fails to pay by the agreed deadline, Velar Executive Travel may issue a payment reminder and provide a reasonable opportunity to resolve the outstanding balance.

If payment remains outstanding, the reservation may be cancelled, subject to the agreed booking conditions and applicable law.

6.5 Payment Methods and Invoices

Accepted payment methods include:

Debit and credit cards.
Secure online payment links.
Bank transfer (BACS).
Cash, where agreed.

Proforma invoices may be issued before payment upon request.

Payment receipts and final invoices may be provided following receipt of payment.

Additional agreed charges, including waiting time, parking, additional stops or cleaning costs, may be invoiced separately.

Any charges to a securely stored payment card will only be made where authorised and permitted under the agreed terms and applicable law.

Payment and invoice enquiries:
accounts@velarexecutive.co.uk

7. Cancellations and Refunds

7.1 General Cancellation Policy

Customers may cancel a booking by notifying Velar Executive Travel in writing.

Where a confirmed booking is cancelled, Velar Executive Travel may apply a reasonable cancellation charge to compensate for losses arising from the cancellation.

The amount will be assessed with reference to:

The notice provided before the scheduled collection.
The journey value and type of service.
The period for which vehicle availability was committed.
Administration or preparation already undertaken.
Reasonable costs or financial commitments incurred.
The likelihood of replacing the cancelled booking.
Costs avoided as a result of cancellation.

A deposit is not automatically forfeited solely because a customer cancels.

Any amount retained must be reasonable and proportionate to the losses resulting from cancellation, taking account of applicable consumer protection law.

Where the customer has paid more than the applicable cancellation charge, the remaining amount will be refunded.

7.2 Advance Reservations

For bookings made several weeks or months before the journey, Velar Executive Travel may allocate vehicle and driver resources specifically to that reservation.

Cancellation charges for such bookings may take account of demonstrable lost opportunities to accept alternative work, where those losses are reasonably attributable to the cancellation and cannot reasonably be avoided.

The length of time a reservation has been held may be relevant to assessing any resulting loss, but does not automatically determine a cancellation charge.

Any individually agreed cancellation arrangements will be stated clearly before the booking is confirmed.

7.3 Bookings Without a Deposit

Where Velar Executive Travel agrees to confirm a booking without collecting a deposit, the confirmed booking remains subject to the cancellation policy.

A reasonable cancellation charge may still apply where the customer has agreed to the applicable terms and the charge is justified by losses arising from cancellation.

Waiving a deposit does not automatically waive an otherwise valid cancellation charge.

7.4 Late Cancellations and Driver Dispatch

Where a cancellation occurs shortly before collection, particularly after a driver has been allocated or dispatched, Velar Executive Travel may incur additional costs or lose the opportunity to accept replacement work.

In these circumstances, a higher cancellation charge may be appropriate, up to the full agreed fare where justified by the actual circumstances and permitted by law.

Charges will take account of costs avoided and any reasonable opportunity to mitigate losses.

7.5 Cancellation by Velar Executive Travel

Where Velar Executive Travel cancels a booking because it cannot provide the agreed service, the customer will receive a full refund of payments made for that service.

This does not affect any additional rights or remedies available under applicable law.

7.6 Refund Requests

Refunds will be processed through an appropriate payment method following assessment of the applicable cancellation conditions.

Where deductions are made, customers may request an explanation of the charges.

All cancellation requests must be sent to:
cancellations@velarexecutive.co.uk

Nothing in this policy excludes or restricts statutory consumer rights.

8. No-Show Policy

A booking may be treated as a no-show where the customer fails to attend the agreed collection point and cannot be contacted within a reasonable period.

Standard waiting allowances are:

30 minutes for standard non-terminal collections.
60 minutes from actual flight landing or scheduled arrival, as applicable, for airport and other agreed terminal collections.

Where the customer fails to attend, provides incorrect collection information or chooses alternative transport without cancelling the confirmed booking, a charge may apply.

Such charges may include reasonable waiting costs, parking expenses and losses resulting from the unused booking, subject to the agreed terms and applicable law.

The full fare may be charged where justified by the circumstances.

Passengers should remain contactable around their scheduled collection time.

9. Liability

Velar Executive Travel will provide or arrange transport services with reasonable care and skill.

We are not responsible for delays or disruption caused solely by circumstances beyond our reasonable control, including severe weather, road closures or major traffic incidents, except where liability cannot legally be excluded.

Customers are responsible for allowing sufficient travel time when arranging journeys to airports, events or other time-sensitive destinations.

Where an appropriately licensed third-party supplier is used, Velar Executive Travel will communicate the relevant service arrangements.

Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Nothing in these Terms affects statutory rights, including the right to services performed with reasonable care and skill.

10. Passenger Behaviour

Passengers must behave respectfully towards drivers, other passengers and the vehicle.

Drivers may refuse or terminate a journey where passenger behaviour creates a genuine safety risk or involves threatening, abusive, violent or unlawful conduct.

Alcohol consumption inside the vehicle is prohibited unless expressly permitted.

Where a journey is terminated because of serious passenger misconduct, reasonable charges may apply for services already provided and losses resulting from the termination, subject to applicable law.

11. Carriage of Goods and Luggage

Customers must advise Velar Executive Travel of unusual, oversized or excessive luggage requirements before confirming the booking.

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

Prohibited items include:

Illegal goods or substances.
Dangerous or hazardous materials.
Items presenting an unreasonable safety risk.

Passengers should retain personal valuables and important travel documents in their possession wherever practical.

Liability for lost or damaged property will be determined in accordance with applicable law and the circumstances of the incident.

12. Events Beyond Our Control

Velar Executive Travel will not be responsible for failure or delay caused by events beyond our reasonable control, except where applicable law provides otherwise.

Such events may include extreme weather, serious road disruption, strikes, government restrictions or other exceptional circumstances.

Where possible, we will communicate relevant disruption and discuss reasonable alternative arrangements.

Any entitlement to a refund or other remedy will be determined by the circumstances and applicable law.

13. Feedback, Concerns and Complaints

Customers are encouraged to report concerns as soon as reasonably possible so that they can be investigated promptly.

For booking amendments, cancellations, lost property and general support, please visit our Support page.

General enquiries:
journeys@velarexecutive.co.uk

Formal complaints:
complaints@velarexecutive.co.uk

We aim to investigate complaints fairly and respond within a reasonable period.

Customers retain their legal rights to pursue an appropriate remedy.

14. Privacy and Data Protection

Velar Executive Travel processes personal information in accordance with applicable UK data protection legislation and our published Privacy Policy.

Personal information may be shared with authorised transport suppliers where reasonably necessary to fulfil a booking.

Payment information is handled through appropriate payment processing systems.

15. Miscellaneous

These Terms & Conditions form part of the agreement between Velar Executive Travel and the customer.

Any special conditions expressly agreed in writing for an individual booking will form part of that booking agreement.

Changes to our published Terms & Conditions will not retrospectively alter an existing confirmed booking without an appropriate agreement or lawful basis.

These Terms are governed by the laws of England and Wales, subject to any mandatory legal protections that apply.

Velar Executive Travel Contact Details

Telephone: +44 7523 331932
Email: journeys@velarexecutive.co.uk
Website: www.velarexecutive.co.uk