Driver & Customer Policies
Welcome to FancyCars LTD. Please review our comprehensive Driver Code of Conduct and Customer Policies to ensure a safe, insured, and transparent UK travel experience.
Section I
Driver Policies & Code of Conduct
1. Professional Conduct & Dress Code
Drivers must maintain a high standard of personal hygiene, neat professional attire, and polite demeanor at all times.
Greet passengers warmly, assist with luggage, and maintain passenger privacy throughout the journey.
2. Punctuality & Flight Tracking
Drivers must arrive at scheduled pickup points 10-15 minutes prior to the agreed pickup time.
For airport pickups, drivers are required to actively track flight landing status to adjust pickup times seamlessly.
3. Vehicle Maintenance & Cleanliness
Vehicles must undergo regular safety checks (tires, brakes, lights) and carry valid UK Private Hire licensing credentials.
The vehicle interior and exterior must be thoroughly vacuumed, sanitized, and odor-free before every passenger trip.
4. Road Safety & Law Compliance
Adhere strictly to all UK speed limits, traffic signals, highway codes, and seatbelt regulations.
Zero tolerance for mobile phone usage while driving unless using a legally compliant hands-free device.
5. Prohibition of Direct Cash Fares
Drivers are strictly prohibited from soliciting or accepting direct cash fares or private offline arrangements with FancyCars LTD customers.
Off-book journeys void insurance coverage and will lead to immediate driver contract termination.
6. Handling Route & Schedule Amendments
Drivers must not make informal route or pricing agreements directly with customers.
All requested extra stops or schedule changes must be immediately reported to office dispatch for confirmation.
7. Waiting Time & Passenger Assistance
Honor FancyCars LTD waiting time rules (1st hour free for airport landings, 15 minutes free for local pickups).
Maintain contact with passengers via SMS/WhatsApp to guide them smoothly to airport meeting points.
8. Lost Property Logging
Drivers must inspect the back seat and boot after every journey completion.
Any item left behind by a customer must be logged with dispatch within 2 hours of discovery.
9. Fair & Equal Customer Treatment
Provide equal, courteous service to all passengers regardless of race, gender, nationality, religion, or disability.
Assist elderly or disabled passengers with patience and extra care.
10. Zero Tolerance & Contract Breach
Any instance of driving under the influence (DUI), dangerous driving, verbal abuse, or theft will result in instant driver removal, contract cancellation, and reporting to UK licensing authorities.
Section II
Customer Policies
1. Respectful Behavior
Treat drivers with courtesy and respect at all times.
No abusive, threatening, or discriminatory behavior will be tolerated.
2. Accurate Booking Information
Provide the correct pickup location, destination, flight details, and contact details upon booking.
Passengers must be ready at the designated pickup point when the driver arrives.
3. Payments
Pay the full fare using approved payment methods (online card payment, Stripe, or corporate invoice).
Additional airport parking, drop-off charges, or toll fees will be charged where applicable.
4. Airport Pickup
Follow the driver's instructions to reach the designated airport pickup zone or meet & greet arrivals area.
Delays caused by customer miscommunication or unreadiness may incur extra waiting charges.
5. Safety
Wear seatbelts throughout the trip as required by UK transport law.
Children should use appropriate child restraints where required by law.
Do not distract the driver while the vehicle is in motion.
6. Damage & Cleaning
Customers are fully responsible for any physical damage caused to the vehicle interior or exterior.
Professional cleaning fees (minimum £80-£150) will apply if the vehicle requires special cleaning or valeting due to passenger soiling.
7. Prohibited Activities
- No smoking or vaping in the vehicle.
- No illegal drugs or weapons.
- No hazardous or volatile materials.
- No violent or threatening behavior.
8. Lost Property
Drivers will make reasonable efforts to return lost items found inside vehicles to dispatch.
FancyCars LTD is not responsible for lost, damaged, or stolen property left inside vehicles by passengers.
9. Cancellation Policy
Customers may cancel before 24 hours of the scheduled ride for a full refund.
If a customer cancels the ride less than 24 hours prior to the ride, we may not refund that amount.
10. Waiting Time Rules
Airport Pickups:
FancyCars LTD does NOT charge for the 1st hour's waiting time after the plane has landed.
Waiting time charges start once the 1st hour has elapsed from landing and will be charged at £10 per 30 Mins (£20/hr) for standard cars, and £15 per 30 Mins (£30/hr) for 7+ Seater MPVs & Minibuses.
All Other Journeys:
Waiting time for non-airport journeys is charged at £10 per 30 Mins (£20/hr) for standard cars (and £15 per 30 Mins / £30/hr for 7+ Seaters) after 15 minutes of free waiting.
11. Amendments
Any amendment must be made via email or text on WhatsApp to us, to which you will receive an official email confirming the amendment.
Amendments MUST NOT be made directly with your driver.
12. Re-Booking Rules
All bookings must be made through the office either via the website, WhatsApp, or email.
This ensures official confirmations are issued and your journey is fully insured under public hire policies.
Refund Guidelines
Refunds May Be Issued When:
- Cancellation of a booking before 24 hours notice.
- The trip could not be completed due to driver error.
- There is a verified technical system issue.
Refunds Generally NOT Provided For:
- Customer no-shows (passenger fails to show up for pre-paid journeys).
- Cancellation of a booking with less than 24 hours notice provided or afterwards.
- Incorrect pickup or any other information provided by the customer.
- Delays caused by severe traffic, weather, or airport operations.
Strict Enforcement
Customer Zero-Tolerance Policy
The following violations may result in immediate ride cancellation, account suspension, or permanent termination:
Questions about our Customer or Driver Policies?
Our 24/7 dispatch and support team is here to assist with any policy questions, ride adjustments, or safety inquiries.