Booking terms & conditions

1 About EV Rider

These terms cover pre-booked private-hire journeys supplied by Scott James Carpenter trading as EV Rider, referred to as ‘we’, ‘us’ or ‘our’. They explain how a booking is confirmed, how payment works and what happens if a journey changes or is cancelled. Please read them before accepting a quote.

Business correspondence address: 45 St Thomas Road, Trowbridge, BA14 8SQ
Private-hire operator licensing authority: Wiltshire Council
Licence / operator number: LC202606-169924 / PR202606-607110-PHOPS2290
Email: contact@evrider.co.uk
Telephone and WhatsApp: 07467 815209
Website: https://evrider.co.uk/

‘You’ means the person or business making the booking. If you book for someone else, please provide accurate passenger details and pass on the journey arrangements and relevant passenger requirements. All journey times are UK local time unless expressly stated otherwise.

2 Quotes and booking confirmation

A website enquiry, quote request or message does not reserve a vehicle or create a confirmed booking. We check availability and send a quote, the applicable terms and any payment requirements. A booking is made when you accept those details and we expressly confirm the booking by email, WhatsApp or text message.

The confirmation will identify the journey or journeys, pickup arrangements, fare, any advance payment and its due date. Where payment is required to secure a booking, we will say so before you accept and confirm the booking once that payment is received. If payment is instead due later, that deadline will be part of the confirmed booking.

Please check the confirmation and tell us promptly about any errors. We remain responsible for errors we make. A return booking contains two journey legs; the price allocated to each leg will be stated so that part-cancellations can be calculated clearly.

3 Your quoted fare and waiting time

Every quote includes all parking, airport pickup and drop-off charges for the agreed journey. These will not be added separately, including if parking lasts longer because of a delay. Your quote states the total fare in pounds sterling, including applicable taxes and any tolls or other compulsory journey charges.

If you request extra stops, a different destination or other changes to the journey, we will agree any revised fare with you before carrying them out. All parking, pickup and drop-off charges for the revised journey will also be included in that revised quote.

We understand that delays happen. We will not charge for prolonged waiting unless it is absolutely necessary, after considering all relevant circumstances you make us aware of and doing everything reasonably possible to avoid a charge. We will consider matters such as flight or baggage delays, illness, emergencies and assistance needs; this is not an exhaustive list.

Any charge for prolonged waiting must relate to unavoidable additional driver time, be reasonable in the circumstances and use a waiting allowance, rate and charging start point explained and agreed before booking. We will alert you before chargeable waiting begins and explain any proposed charge. Without that prior agreement and notice, no waiting charge will be made. We will consider reducing or waiving it, and will never add parking charges through a waiting fee. Assistance we are legally required to provide to disabled passengers is free of charge.

4 Advance payments and balances

For airport transfers and longer journeys, we may require an advance payment of either 50% of the total agreed fare or an amount equal to the quoted fare for one journey leg. We will identify any journey treated as a longer journey, the option that applies, the exact amount and the payment deadline before you accept the booking.

The advance payment may be due at the time of booking or by an agreed deadline before the journey commences. For a one-way booking, an advance payment equal to the one-way fare means payment of the full fare in advance. For a return booking, we will specify which journey leg determines the advance payment. The two advance-payment options are alternatives and will not be added together.

All advance payments count towards the total fare. They are not automatically non-refundable; cancellation and refund rules are set out below. The booking confirmation will state when the remaining balance is due and the available payment methods. We will not impose a new advance-payment requirement after confirmation without your agreement.

If an agreed payment is overdue, we will contact you and give a reasonable opportunity to pay, taking account of the time remaining before pickup. If payment is still not received, we may cancel after notifying you. Any charge will be assessed under the cancellation rules below and will not automatically equal the unpaid balance.

5 Cancelling your booking

Plans can change, and we will always try to help. We will not make a cancellation charge unless it is absolutely necessary. Before deciding, we will consider all relevant circumstances you make us aware of, including illness, emergencies and travel disruption, and do everything reasonably possible to avoid a charge. A charge is a last resort, not an automatic consequence of cancelling.

You may cancel by telephone, email, WhatsApp or text using the contact details above. Give your name and enough journey details to identify the booking. We use the time your cancellation reaches us, not the time we read or acknowledge it. For a phone call, cancellation takes effect when you tell us; a clear cancellation voicemail also counts. If your journey is imminent, calling as well as messaging helps us reach the driver promptly.

At least 24 hours before the agreed pickup time: there is no cancellation charge for the cancelled journey leg, and we will refund advance payments allocated to that leg.

Less than 24 hours before the agreed pickup time, or a no-show: we will first consider whether we can waive any charge. Only where a charge remains necessary after the review above may we recover a reasonable net loss directly caused by the cancellation, up to the agreed fare for the affected journey leg. Any charge may be less than the advance payment, or zero. The full fare is not automatically due.

We calculate this loss by considering the fare we would have earned, deducting costs saved because the journey did not take place and deducting net earnings from replacement work that fills the released time. We will take reasonable steps to obtain replacement work. Reasonable costs already incurred specifically for the booking may be included only where not already covered in that calculation; the overall charge remains capped at the affected leg’s fare.

We will provide an itemised explanation of any charge. Any advance payment already made is credited against it. We will refund the excess, or invoice any shortfall within the cap. We will not charge twice for the same loss or add a separate cancellation administration fee. If replacement work later reduces our loss further, we will return the corresponding amount promptly.

The 24-hour period is measured separately for each journey leg. Cancelling an outward journey does not automatically cancel the return journey; tell us which legs you wish to cancel. Bookings accepted less than 24 hours before pickup are subject to the same rules, which will be brought to your attention before confirmation.

These charges do not apply where you are entitled to cancel because we have failed to provide the agreed service, or where the law otherwise entitles you to cancel without charge. You do not need to show exceptional circumstances for us to consider a reduction or waiver.

6 Changes to a confirmed journey

Contact us as soon as possible if your plans change. Changes depend on availability. We will explain any revised fare and payment arrangements before you decide whether to accept them. We will not change your booking or its price unilaterally.

If we cannot accommodate a change you request, the original booking remains in place unless you cancel it. The cancellation rules then apply to any journey you cancel. Where a rescheduling request effectively cancels reserved time, we will explain any reasonable loss arising from that change before you accept it. We will not charge both a change fee and a cancellation fee for the same loss.

7 Airport pickups and flight changes

For airport collections, please give us the flight number, arrival date, airport and terminal. We will agree the meeting point, the pickup time or its relationship to actual arrival, and the included waiting period in your booking confirmation. We will use available flight information to help plan the collection, but please tell us promptly about changes you learn of.

A notified or known flight delay is not automatically treated as a no-show or an automatic reason for a waiting charge. We will discuss a revised collection with you. Parking remains included, and any proposed charge for prolonged waiting must meet section 3. If a substantial delay or diversion means we cannot provide a suitable revised collection, we will explain the available options. If you do not accept an alternative, we will refund the unused affected journey without a cancellation charge.

If your flight is cancelled and you no longer require a transfer that we remain able to provide as agreed, contact us to cancel. We will consider the disruption and whether a charge can be avoided, applying section 5 and your legal rights.

8 Being ready and missed pickups

Please be ready at the agreed pickup point and time and keep the supplied contact number available where reasonably possible. We will confirm any waiting allowance in advance. A no-show means the driver has attended the correct place at the agreed time, you have not arrived after a reasonable waiting period, and we have made reasonable attempts to contact you.

The driver will not leave immediately because you are a few minutes late. We will take account of the circumstances, known flight delays and any assistance you need. If we cannot contact or locate you and cannot reasonably continue waiting, we will tell you that the driver is leaving where possible. Any resulting cancellation charge is considered under section 5. We will not recover the same loss through both waiting and cancellation charges.

9 Passengers luggage and accessibility

Our vehicle is not licensed as a wheelchair-accessible vehicle and cannot carry a passenger seated in a wheelchair. Passengers who can safely transfer to a vehicle seat can travel where their wheelchair or mobility aid can also be carried safely. Please tell us your requirements and the size of any mobility aid so that we can confirm suitable arrangements before booking. We will explain clearly if our vehicle cannot meet your needs.

Please give the total passenger count, including children, and describe luggage, large items, mobility aids and any assistance needed. We will confirm that the vehicle can safely accommodate the booking. Tell us about child-seat requirements before booking so that safe, lawful arrangements can be agreed. Passengers must use seat belts and child restraints as legally required.

We will provide assistance required by law and discuss suitable arrangements for disabled passengers without an unlawful additional charge. Assistance dogs are carried in accordance with our legal duties. Any relevant lawful exemption will be explained and handled consistently with those duties. Other pets must be agreed before booking.

We cannot carry passengers or items beyond the vehicle’s lawful or safe capacity. If details change, contact us so we can discuss options. Refusal of unsafe carriage does not create an automatic right to retain the full fare; any charge must reflect the circumstances, your legal rights and the cancellation rules.

10 Passenger conduct and damage

Smoking, vaping, unlawful activity, threats and abusive or dangerous behaviour are not permitted in the vehicle. The driver may refuse to start or may end a journey at a safe place where reasonably necessary to protect people or comply with the law. We will consider the circumstances and our duties to disabled and vulnerable passengers.

A person responsible for damage or exceptional soiling through deliberate or negligent behaviour may be asked to pay reasonable, evidenced cleaning or repair costs and directly resulting loss that could not reasonably be avoided. Normal wear is excluded. We will explain the calculation and will not impose an automatic penalty or recover the same loss twice.

11 Delays and cancellation by EV Rider

We will provide the service with reasonable care and skill, plan journeys sensibly and keep you informed of material delays. For airport departures or other time-critical journeys, tell us the required arrival time so that an appropriate pickup can be agreed. Traffic, severe weather and road closures can affect travel, but this does not remove our responsibility for reasonable planning or for failings within our control.

If we cannot provide a confirmed journey, we will contact you as soon as possible and discuss any suitable, lawful alternative. A material change of vehicle, service or operator will be explained for your agreement. If we cannot provide the agreed service and you do not accept an alternative, we will refund the affected unprovided journey. A refund does not replace any additional remedy to which you are legally entitled.

If our delay defeats an essential arrival time that you told us about and we agreed, you may cancel the affected unprovided journey without charge and receive a refund. Other rights arising from late, deficient or unprovided services remain available. We do not exclude all responsibility for missed flights, connections or other foreseeable loss caused by our breach.

12 Refunds and consumer rights

Where a refund is due under these terms, we will process it promptly and normally within 14 calendar days of cancellation or the event giving rise to the refund. Where a cancellation calculation is genuinely disputed, we will return any undisputed balance without delay and explain what remains in dispute. We will use the original payment method unless you expressly agree otherwise, and will not charge a refund fee. Any shorter legal deadline takes priority.

Passenger transport does not generally carry the usual statutory 14-day cooling-off right applying to many online purchases. The cancellation rights in these terms still apply, together with your other legal rights.

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any responsibility or remedy that cannot lawfully be excluded. Your statutory rights relating to the standard of our service remain unchanged.

13 Lost property and personal information

Please check the vehicle for belongings at the end of your journey. Contact us promptly if something is missing. We will take reasonable care of items we find and arrange collection or return. Any delivery cost will be agreed first. This does not exclude responsibility where loss or damage was caused by our failure to take reasonable care.

We use booking and contact information to arrange and provide journeys, manage payments and meet legal obligations. Our privacy notice at https://evrider.co.uk/privacy/ explains how we handle personal information. Please provide only the information needed for the journey.

14 Complaints and applicable law

Please contact Scott Carpenter using the details in section 1 if you have a complaint, giving the booking details and the outcome you are seeking. We aim to acknowledge complaints within five working days and provide a substantive response within 20 working days, or explain any delay. These targets do not restrict your rights or impose a deadline for making a complaint.

You may also raise licensing concerns with our licensing authority. If a complaint remains unresolved, we will provide any information about alternative dispute resolution that the law requires. You remain free to obtain independent advice and pursue available legal remedies.

These terms are governed by the law of England and Wales. This does not remove any mandatory consumer protections or court rights that apply where you live. The version supplied when you book applies to that booking; later website updates will not change it without your agreement.