Legal Information
Terms & Conditions
These Terms & Conditions apply to all transportation services provided by Flex Karz Ltd (“Flex Karz”, “we”, “us” or “our”).
By making a booking with Flex Karz, you (“the Customer” or “Passenger”) agree to these Terms & Conditions. These terms apply to bookings made directly with Flex Karz or through any third-party booking platform.
1. Booking & Contract Formation
1.1 A booking request submitted by the Customer constitutes a request to purchase transportation services from Flex Karz.
1.2 A booking becomes a confirmed contract when either:
Flex Karz confirms the booking in writing; or
The journey has commenced.
1.3 By making or using a booking with Flex Karz, the Customer confirms that they have read, understood and accepted these Terms & Conditions.
1.4 The person making the booking is responsible for:
- Providing accurate and complete booking information;
- All passengers included in the booking; and
- Ensuring that all passengers comply with these Terms & Conditions.
2. Booking Requirements
2.1 Customers are advised to make bookings at least 24 hours in advance wherever possible.
2.2 Same-day, urgent or last-minute bookings may be accepted subject to vehicle availability and may be subject to additional charges.
2.3 Flex Karz reserves the right to decline a booking where a suitable vehicle or driver cannot be provided.
3. Booking Amendments & Changes
3.1 Any request to change the pick-up location, drop-off location, travel date, pick-up time, passenger details, vehicle type or other booking details must be communicated to the Flex Karz office as soon as possible.
3.2 Customers must notify Flex Karz of any requested amendment at least 4 hours before the scheduled journey time.
3.3 Where a change is requested at least 4 hours before the journey, Flex Karz will review the request and, where possible, amend the booking subject to vehicle and driver availability.
3.4 If a customer contacts Flex Karz during the journey or less than 4 hours before the scheduled journey time, Flex Karz cannot guarantee that the requested amendment can be accommodated. Requests made within this period may be declined.
3.5 Any amendment to a booking is subject to availability and must be approved and confirmed by the Flex Karz office. Customers should not assume that a change has been accepted until confirmation has been provided by Flex Karz.
3.6 Changes to the pick-up or drop-off location, travel date, vehicle type, journey distance or other booking details may result in an additional charge*.
3.7 Where an amendment results in a change to the required vehicle, mileage, journey duration, date, route or applicable fare, the Customer will be responsible for paying any additional charges.
3.8 If the requested amendment results in a lower fare, Flex Karz reserves the right to review the booking and determine whether any fare adjustment or refund applies.
3.9 Flex Karz reserves the right to refuse any amendment where the requested change cannot be safely or reasonably accommodated or where a suitable vehicle or driver is unavailable.
3.10 All booking amendments must be communicated to and confirmed by the Flex Karz office. Changes communicated directly to a driver are not considered confirmed unless subsequently approved by the Flex Karz office.
4. Waiting Time Policy
4.1 Airport Pick-Ups
4.1.1 Airport pick-ups include 60 minutes of complimentary waiting time, calculated from the actual flight landing time.
4.1.2 This complimentary waiting period is intended to allow passengers reasonable time to:
- Complete passport control and immigration;
- Collect luggage;
- Pass through customs; and
- Proceed to the agreed meeting point.
4.1.3 Once the complimentary waiting period has expired, additional waiting charges will apply at:
£10.00 per 15 minutes or part thereof.
4.1.4 Waiting charges may apply regardless of the reason for the delay, including:
- Immigration or passport-control queues;
- Delayed baggage collection;
- Customs checks;
- Airport congestion; or
- Other delays within the airport.
4.1.5 If the passenger fails to contact the driver after the complimentary waiting period has expired, Flex Karz may treat the booking as a no-show. In such circumstances, no refund will be provided.
4.2 Non-Airport Pick-Ups
4.2.1 Non-airport bookings include 15 minutes of complimentary waiting time from the scheduled pick-up time.
4.2.2 Once the complimentary waiting period has expired, additional waiting charges will apply at:
£8.00 per 15 minutes or part thereof.
4.2.3 If the passenger cannot be contacted after the complimentary waiting period has expired, Flex Karz may treat the booking as a no-show, and no refund will be provided.
5. General Conditions
5.1 Flex Karz will make every reasonable effort to provide the booked service. However, we cannot be held responsible for delays or disruption caused by circumstances beyond our reasonable control, including:
- Traffic congestion;
- Road closures;
- Road traffic accidents;
- Severe weather conditions;
- Flight delays; or
- Other unforeseen circumstances.
5.2 Customers are responsible for providing accurate information regarding:
- Number of passengers;
- Amount and size of luggage;
- Pick-up and drop-off locations; and
- Any special requirements.
5.3 Failure to provide accurate or complete information may result in:
- Additional charges;
- Delays;
- The requirement for a different vehicle; or
- Inability to safely complete the journey.
5.4 The driver reserves the right to choose the most appropriate and reasonable route for the journey unless an alternative route has been agreed in advance.
5.5 Any special requirements, including:
- Wheelchair accessibility;
- Additional passenger assistance;
- Oversized or unusual luggage; or
- Other specific requirements,
must be communicated at the time of booking.
5.6 Smoking and vaping are strictly prohibited in all Flex Karz vehicles. Alcohol consumption and the use or possession of illegal substances are also prohibited.
5.7 Flex Karz and/or its drivers reserve the right to refuse or terminate a journey where a passenger behaves in a threatening, abusive, unsafe or unlawful manner.
5.8 Customers are responsible for any damage caused to a Flex Karz vehicle by themselves or any member of their party.
5.9 A £90.00 cleaning charge may be applied where a vehicle requires professional cleaning as a result of:
- Sickness;
- Food or drink spills;
- Excessive dirt or soiling; or
- Other contamination or damage requiring professional cleaning.
6. Child Seat Policy
6.1 Flex Karz does not provide child seats unless specifically confirmed in writing before the journey.
6.2 Customers are responsible for providing and correctly installing any suitable child seat or restraint required for their passenger(s).
6.3 Customers remain responsible for ensuring that any child travelling in the vehicle is transported in accordance with applicable legal requirements.
7. Cancellation & Refund Policy
7.1 Same-day cancellations are non-refundable.
7.2 For cancellations made before the day of travel:
- 75% of the booking fare will be refunded;
- 25% will be retained as an administration and cancellation charge.
7.3 Cancellation requests must be submitted through Flex Karz’s official communication channels.
7.4 Refunds are subject to approval and will be processed through the original payment method where applicable.
7.5 Refund processing times may vary depending on the payment provider or financial institution.
8. Subcontracting & Partner Drivers
8.1 Flex Karz may use carefully selected third-party drivers, licensed private hire operators or partner transportation providers to fulfil a booking where required.
8.2 Partner drivers and operators are expected to hold the appropriate licences, permissions and insurance required to provide the relevant transportation services.
8.3 Flex Karz remains responsible for the overall management and coordination of bookings made through Flex Karz.
9. Payments & Additional Charges
9.1 All fares must be paid in accordance with the payment terms agreed at the time of booking.
9.2 Flex Karz reserves the right to suspend future bookings or refuse further services where outstanding payments remain unpaid.
9.3 Any additional charges incurred during or as a result of the journey, including waiting charges, cleaning charges, additional mileage, change-of-booking charges or other applicable charges, remain the responsibility of the Customer.
9.4 Where additional charges arise as a result of a booking amendment, Flex Karz may require payment before the amended journey is provided.
10. Complaints & Customer Support
10.1 Customers who wish to make a complaint regarding a Flex Karz service should contact us through our official communication channels.
10.2 To help us investigate the matter efficiently, complaints should include:
- Booking reference, where available;
- Journey details;
- Date and time of travel; and
- Full details of the issue or complaint.
10.3 Flex Karz will review complaints fairly and will aim to provide a response within a reasonable timeframe.
11. Changes to These Terms & Conditions
11.1 Flex Karz reserves the right to amend or update these Terms & Conditions from time to time.
11.2 The Terms & Conditions applicable to a booking will generally be those in effect at the time the booking is confirmed, unless otherwise required by law.
11.3 The latest version of these Terms & Conditions will be published on the Flex Karz website.
12. Contact Us
For bookings, cancellations, amendments, complaints or general enquiries, please contact Flex Karz through the contact details provided on our website.