Terms & Conditions

These terms apply to journeys arranged with Solent Transfers, licensed by southampton city council. They are written to be read, not to catch anyone out — if anything here is unclear, ask us before you book.

How a booking works

Sending the quote form on this website, or messaging us, is a request, not a booking. Your journey is booked only once we have come back to you with a price and you have accepted it, and we have confirmed the booking with you. Until then, neither of us is committed to anything.

Prices shown on this website are guide “from” prices. The price that applies to your journey is the one we confirm with you, and it will not change afterwards unless the journey itself changes — for example a different address, an extra stop, or waiting time you ask us for on the day.

Payment

We will tell you how and when to pay when we confirm your booking. Nothing is ever charged through this website. For some journeys we may ask for payment in advance; for others payment is made to the driver.

If you cancel

To cancel, contact us by phone or WhatsApp and quote your booking reference.

• If you have paid in advance and cancel 24 hours or more before your pickup time, we refund you in full.
• If you have paid in advance and cancel less than 24 hours before your pickup time, we retain £10 towards our costs and refund the rest.
• If you have not paid anything, there is nothing to pay — though we would always appreciate as much notice as you can give.

If you are not at the pickup point and we cannot reach you, we will treat the journey as cancelled at that moment — so if you paid in advance, the same £10 retention applies and the rest is refunded.

Refunds are made to the method you paid with, as promptly as we can.

If we cancel

Very occasionally something outside our control — a breakdown, an accident, driver illness — may mean we cannot run a confirmed journey. If that happens we will tell you as soon as we possibly can, and anything you have paid in advance is refunded in full.

Pickup times, flights and ships

Please be ready at the agreed pickup time. If you are running late, contact us as soon as you can — a short wait is never a problem, but a longer one may need to be charged for, and we will always agree any waiting charge with you before it applies.

For airport and cruise pickups, give us your flight number or ship name when you book, so we can plan around delays on the day.

Journey times on this website are typical times, not promises. Traffic, weather and road closures are outside anyone’s control, so when a flight or a sailing depends on the journey, please book a pickup time with sensible margin — we will gladly advise on what that should be. We are not responsible for the cost of a missed flight, sailing or connection where we have carried out the journey with reasonable care, or where the delay was caused by something outside our reasonable control.

Passengers, luggage and child seats

• Tell us accurately how many passengers are travelling and how much luggage you have, so we can send a suitable vehicle. Everything must be carried safely: the driver may decline luggage that cannot be stowed securely.
• Seat belts must be worn by law, by every passenger, on every journey.
• If you need a child seat, tell us when you book and we will confirm what we can arrange. You are welcome to bring your own.
• Assistance dogs are always welcome. For other pets, ask when you book and we will confirm.

Looking after the vehicle

Smoking and vaping are not permitted in the vehicle — that is the law, not just our preference. Eating and drinking are at the driver’s discretion; a bottle of water is always fine.

If a passenger soils or damages the vehicle — inside or out — the person who made the booking is responsible for the reasonable cost of professional cleaning or repair, and for the time the vehicle is off the road if specialist cleaning is needed. We will show you the actual cost rather than charging a flat penalty.

Our drivers treat every passenger with courtesy and we ask for the same in return. The driver may refuse or end a journey where a passenger’s behaviour is abusive, threatening or puts anyone’s safety at risk. If a journey is ended for that reason, the fare remains payable.

Lost property

Anything found in the vehicle is kept safe. If you think you have left something behind, contact us with your booking reference and we will do our best to get it back to you.

Our liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, or for anything else that cannot be limited or excluded under UK law. Beyond that, we are not liable for indirect losses — such as loss of earnings or the knock-on costs of a delayed journey — and our liability for any journey is limited to the price paid for it. Nothing in these terms affects your statutory rights as a consumer.

Complaints

If something goes wrong, tell us — we would much rather hear about it and put it right. Contact us on 07350 518796 or message us on WhatsApp, with your booking reference if you have one, and we will look into it and respond to you personally.

Your information

How we handle the personal information you give us is described in our privacy policy.

The legal bits

These terms are governed by the law of England and Wales. The terms shown on this page at the time we confirm your booking are the ones that apply to it; if we update them, the date at the top changes.