Terms & Conditions
Highroute LTD United Kingdom Company registration – 15152965
Highroute Ltd Local council registration issued by South Cambridgeshire District Council – PO273958
Terms-
We, Us or Operator = Highroute LTD / Highroute / Highroute Chauffeurs
Customer / You = Booker
Conditions-
- All journeys must be arranged through the operator, not directly with the drivers.
- Booking methods include:
- Phone: +441223667607, +44707713005, +447465210560
- Website: www.highroute.co.uk
- Email: info@highroute.co.uk
- App: The Voyager (CDS) Logged into Highroute passenger app
we value all of our customers and are committed to delivering a service that ensures both equality and customer satisfaction. Our service complies with the Equality Act (2010). If the service is not available, that can be due to the lack availability of vehicles and drivers, as well as applicable health and safety conditions.
we operate with a minimum journey fare to ensure a standard level of service, but there is no maximum fare limit.
To hold a valid booking with Highroute LTD, a booking confirmation is sent to the customer via email or text in a specific format. This confirmation includes important details such as:
- Operator’s contact information
- Leading passenger’s name and contact number
- Date and time of the requested journey
- Collection and destination addresses
- Number of passengers and luggage
- Type of vehicle requested
- Fare for the agreed journey
Customers must recheck all the information provided. If any details are incorrect, it is the customer’s responsibility to inform the operator at least 24 hours in advance. Otherwise, the operator is not responsible for any issues with the journey.
Booking Confirmation:
- If there is no booking confirmation, the operator is not responsible for the booking or the hire.
- Upon confirmation, the operator will send an email or text with details about the driver and vehicle before the journey.
Cancellation and Amendments:
- Customers must inform the operator directly about any cancellations.
Any cancellation made more than 24 hours before the scheduled pick-up time will be refunded in full. Cancellations must be submitted in writing via email to info@highroute.co.uk or by calling +44 1223 679970. Only the booker (the person who requested the booking) or the payee (the person who paid for the booking) is authorized to cancel a booking or hire, and the hire or booking reference must be provided at the time of cancellation.
Cancellations made within 24 hours of the scheduled pick-up time will be charged in full. If the booking was paid in advance, no refund will be issued. For post-payment bookings, such as those by monthly account clients, etc. an invoice will be issued for the full journey amount.
Changes to the Journey:
- For any additional waypoints or changes to the destination or collection address, customers must notify the operator to agree on the updated journey fare.
- If changes are made with short notice, an additional fee will be incurred based on the mileage required to reach the new location. This mileage is calculated from the original collection address.
- The operator or driver may refuse additional waypoints if not agreed upon before the journey, especially if the driver has another commitment.
Delays and Refunds:
- If the vehicle cannot reach the passenger at the agreed time, the operator will inform the customer of any delays.
- If the customer is not willing to wait, they have the option to cancel the journey, and the fare will be refunded in full.
Cancellation by Operator:
- If the operator needs to cancel a journey, the fare will be fully refundable.
- In cases where a vehicle experiences a mechanical issue or if the driver encounters a medical issue, the operator may arrange for another available driver to continue the journey.
- If no drivers from Highroute LTD are available, the operator will find the nearest registered private hire service to assist the customer.
Delays in Arrival:
- The operator provides estimated journey times in good faith but does not guarantee completion within a specific timeframe.
- The operator and driver are not liable for any losses, delays, or inconveniences resulting from actual arrival times.
Delays may occur due to various factors, including traffic conditions, weather, road closures, or vehicle breakdowns
Unsociable Hours Charge
Highroute LTD applies an additional charge for journeys that start or end during unsociable hours. Specifically:
- An extra £20 will be added to the fare for journeys that begin or conclude between 23:45 and 04:30 in the morning.
- This charge may be applied at the end of the journey or after, in addition to the originally agreed fare.
Responsibility for Damage or Soiling
Customer Responsibility:
The customer is responsible for any damage or soiling caused to the vehicle by any passenger during the hire period.
Surcharge for Damage or Soiling:
- A minimum surcharge of £150 will be charged if the vehicle is found to be damaged or soiled.
This surcharge is payable directly to the driver upon demand.
Extended Out-of-Service Charges:
- If the damage or soiling causes the vehicle to be out of service for any duration, the operator may impose an additional charge of at least £400 per day (or part of a day) that the vehicle is unavailable for use.
- This surcharge is also payable upon demand.
Complaints Policy
Seeking Assistance:
- If a customer has any complaints regarding the operator’s services, they should first attempt to resolve the issue by seeking assistance from either the driver or the operator as soon as possible.
Formal Complaint Submission:
- Complaints should be formally submitted in writing or verbally to the operator within 14 days of the service in question.
Animals:
- No animals are permitted, except for Registered Assistance Dogs that have been notified in advance to the operator.
Alcohol:
- No alcohol may be carried or consumed in the vehicle without prior written consent.
- Alcohol is prohibited on vehicles headed to sporting events, and the hirer is responsible for ensuring compliance with the Sporting Events (Control of Alcohol) Act 1995. Any fines resulting from a breach of this act will be the responsibility of the hirer.
Smoking & Illegal Substances:
- Smoking and the use of illegal substances are strictly prohibited in the vehicle at all times.