Terms and Conditions

1. Introduction

Welcome to Value Cars Basildon Limited (“the Company”, “we”, “us”, “our”). These Terms and Conditions (“Terms”) govern the relationship between Value Cars Basildon Limited, a company registered in England and Wales with company number 08989601 and registered address at 16 Herons Gate Trading Estate, Paycocke Road, Basildon, Essex SS14 3EU, and you, the customer (“you”, “your”, “Customer”).

By booking and using our taxi services (“Services”), you agree to be bound by these Terms. Please read them carefully before using our Services. If you do not agree with any part of these Terms, you must not use our Services.

2. Definitions

• “App” means the Company’s mobile application, Value Cars Basildon.
• “Airport Collection” means any booking where the Vehicle is collecting the Customer from an airport terminal or designated airport pick-up point.
• “Booking” means a request for Services made by the Customer and accepted by the Company.
• “Cancellation Fee” means a charge applied when a Booking is cancelled outside the permitted cancellation window or after a Driver has been dispatched or arrived at the pick-up location.
• “Company” means Value Cars Basildon Limited.
• “Customer” means any individual, firm, company or organisation that books or uses the Services of the Company.
• “Driver” means the licensed driver operating the vehicle on behalf of the Company.
• “Fare” means the total cost payable by the Customer for the Services, including any applicable charges, additional charges and waiting time fees.
• “Fixed-price fare” means a predetermined cost for a journey, agreed at the time of booking, which does not change based on traffic conditions or the specific route taken.
• “Force Majeure Event” means any circumstance beyond the Company’s reasonable control which prevents or delays the provision of Services, including but not limited to severe weather, road closures, accidents, vehicle breakdowns, strikes, civil unrest or public emergencies.
• “Metered Fare” means the cost of a journey calculated in real time by a calibrated in-vehicle meter based on distance travelled and waiting time.
• “No-Show” means a situation where a customer fails to be present at the agreed pick-up location within a specified timeframe (for example, 3 minutes of the scheduled pick-up time), resulting in a cancellation fee.
• “Operating Areas” means the geographical areas primarily serviced by the Company, currently including Basildon, Laindon, Pitsea, Corringham, Stanford-le-Hope, Orsett, Horndon-on-the-Hill and East Tilbury, as amended by the Company from time to time.
• “Out-of-Area Booking” means any Booking where the pick-up or drop-off location falls outside the Company’s Operating Areas.
• “Pre-Paid Booking” means a Booking where the Fare or any portion of the Fare is paid in advance of the journey via card, app, website or secure payment link.
• “Services” means the transportation services provided by the Company, including but not limited to taxi services and pre-booked transfers.
• “Vehicle” means the taxi or private hire vehicle provided by the Company for the Services.
• “Waiting Time” means time during which the Driver is required to wait at the pick-up location or during the journey at the Customer’s request, or due to traffic conditions, and which may be charged at the applicable waiting rate.
• “Website” means the Company’s website, currently www.valuecars444.com.

3. Booking of Services

3.1 Booking methods

Bookings can be made through the following methods:

• Telephone: 01268 525252 or 01375 361111
• Website: www.valuecars444.com
• Mobile App: Value Cars Basildon
• In person at our Basildon branch: 16 Herons Gate Trading Estate, Paycocke Road, Basildon, Essex SS14 3EU
• In person at our Stanford-le-Hope branch: 24 King Street, Stanford-le-Hope, Essex SS17 0HL
• Email: info@valuecars444.com

3.2 Booking information

When making a Booking, you must provide accurate and complete information, including your name, contact telephone number, pick-up address and postcode, destination address and postcode, date and time of pick-up, number of passengers, and any special requirements (for example wheelchair accessibility, luggage or child seats, subject to availability and potentially additional charges). Personal passenger information recorded by the operator must not be disclosed to anyone who does not have a legitimate safety or legal reason for possessing it, and must be securely held and protected in accordance with relevant data protection legislation.

3.3 Booking confirmation

A Booking is only confirmed when accepted by the Company. Confirmation will typically be provided via SMS, email, verbally over the phone or by app confirmation. It is your responsibility to check that the details of your booking confirmation are accurate.

3.4 Amendments and cancellations by the Customer

• Advance and on-demand bookings: standard local bookings within our operating areas can be cancelled free of charge before the driver arrives at the pick-up location.
• App bookings: a fixed cancellation fee of £4.00 applies once the driver has arrived at the pick-up location, attempted to contact the customer by phone and waited for 3 minutes. If cancelled before the driver arrives, a full refund is processed to the card used for payment.
• Cancellations outside our operating areas: if the driver is already en route to a location outside our operating areas, the full fare will be charged as compensation for the driver’s time and travel expenses.
• Pre-booked minibus (including airport transfers): a minimum of 24 hours’ notice before the scheduled pick-up time is required to receive a refund. Cancellations within 24 hours are non-refundable.
• Pre-booked airport transfers, standard or estate vehicles, outbound to the airport: at least 3 hours’ notice required for a refund. Within 3 hours is non-refundable.
• Airport collections, standard or estate vehicles, inbound pick-ups from airports: at least 12 hours’ notice before the scheduled landing or pick-up time required for a refund. Within 12 hours is non-refundable due to driver allocation, airport waiting time and parking costs.

3.5 Amendments and cancellations by the Company

While we will make every effort to fulfil confirmed Bookings, in exceptional circumstances we may need to amend or cancel a Booking, for example due to vehicle breakdown, driver unavailability or events beyond our reasonable control (Force Majeure). We will attempt to notify you as soon as reasonably practicable and offer a full refund if you have pre-paid. We will not be liable for any consequential losses incurred by you due to cancellation.

3.6 Licensed vehicle supply across councils

By making a booking with Value Cars Basildon Limited, whether by telephone, app, website, email or in person, you agree that your booking may be fulfilled by a vehicle and driver licensed under one of the following licensing authorities: Basildon Council, Castle Point Council or Thurrock Council. All such vehicles and drivers are fully licensed, insured and regulated by their respective licensing authority. Your acceptance of these Terms confirms that you are satisfied for your journey to be carried out by a vehicle licensed by any of these councils.

4. Fares and Payment

4.1 Fare calculation

Fares are primarily calculated using a calibrated meter, reflecting the distance travelled. Drivers are expected to take the shortest reasonable journey. Delays due to traffic, accidents and unforeseen circumstances may affect the final metered fare. We also offer fixed-price fares for journeys booked and paid through our app with a credit or debit card, so you know the exact cost of your trip upfront regardless of the route taken or traffic conditions. Fixed-price fares are also available for airport transfers.

4.2 Fare estimates

Any fare estimate provided before the journey is an approximation, unless you have booked a fixed-price fare through our app. The final fare for metered journeys will be determined by the meter or the agreed fixed price, and may vary due to the actual route taken, traffic conditions and any additional stops or waiting time incurred.

4.3 Payment methods

• Cash (to the Driver)
• Credit or debit cards via our in-vehicle card machine
• Credit or debit cards via our customer app
• Secure payment link sent by text to your mobile device or by email

4.4 to 4.5 App payments and payment links

You can pay for your journey directly through our app using a credit or debit card, which offers fixed-price fares, discount code redemption and access to our loyalty programme. We can also provide a secure payment link via SMS or email, useful for pre-booked journeys or when you prefer not to use cash or the in-vehicle card machine.

4.6 Discounts and promotions

• Special offers and discount codes may be distributed through our app, website, email campaigns and social media.
• To redeem a promotional code, the journey must be booked through our app and paid for using a registered credit or debit card. Codes must be entered during the booking process, though some discounts may be applied automatically to eligible rides at our discretion.
• Our loyalty programme rewards frequent riders with exclusive discounts and benefits, and is available only to customers who book and manage their journeys via the Value Cars app.
• Unless otherwise stated, promotional codes cannot be used in conjunction with any other offer, have no cash value and are non-transferable. We reserve the right to withdraw or amend any promotion at any time without prior notice.

4.7 Payment timing and out-of-area bookings

Payment is due upon completion of the journey unless otherwise agreed in advance. Payment will be requested prior to any pick-ups from outside our operating areas (Basildon, Laindon, Pitsea, Corringham, Stanford-le-Hope, Orsett, Horndon-on-the-Hill and East Tilbury), payable by secure payment link or by card via the app. Outbound airport journeys do not require prepayment where the pick-up address is within our normal operating areas. All airport collection journeys (pick-ups from airports) require full prepayment in advance due to parking, waiting time and driver allocation costs.

4.8 Additional charges

Additional charges may apply for certain journeys or at certain times, including airport pick-up and drop-off fees, the Airport Meet and Greet service fee (£15.00), out-of-hours and bank holiday charges, congestion charges, tolls, extra stops, and seasonal and public holiday double-rate charges (including the Christmas and New Year periods). Additional charges are included in any fixed price or quotation provided, but are applied separately on top of the metered fare for metered bookings. Details of applicable additional charges are provided at the time of booking or on request.

4.9 Dead mileage charges

Where a Booking requires a Driver to travel a significant distance without a passenger to reach the pick-up location (“dead mileage”), an additional charge may apply, typically where the pick-up location falls outside our normal operating areas. This charge compensates for the additional time, fuel and vehicle wear incurred, and will either be included within the quoted fare or charged as an additional amount on metered journeys. The Company reserves the right to request prepayment for bookings involving significant dead mileage.

4.10 Waiting time charges

Waiting time charges are not applied at the start of the booking while waiting for the customer, unless contact has been made with the customer, after which the driver may start the meter. Waiting time is charged at approximately 20p for every 45 seconds while the booking is in progress. For pre-booked waiting on a fixed-price basis, the charge is £20.00 per hour for a car or £30.00 per hour for a minibus. For airport return journeys there is a grace period of 1 hour from the time the flight lands, after which standard waiting time charges apply.

4.11 Website airport transfer booking fee

For all bookings made via the Value Cars website on the Airport Transfers page, a booking fee of £2.50 is applied to each booking in addition to the fare. This fee is clearly displayed at the time of booking and is non-refundable unless the booking is cancelled by the Company.

4.12 Seasonal and holiday double-rate charges

During peak holiday periods, fares are charged at double the standard rate, whether the journey is metered or fixed-price. These periods are from 22:00 on Christmas Eve (24 December) until 06:00 on 27 December, and from 22:00 on New Year’s Eve (31 December) until 06:00 on 2 January. Any fare estimates or fixed-price fares provided during these periods reflect the applicable double rate. By proceeding with a booking during these times, the Customer agrees to the higher tariff.

4.13 Airport Meet and Greet service

We offer an optional Airport Meet and Greet service for customers arriving at UK airports. Where selected, the Driver will meet the Customer inside the airport terminal arrivals hall holding a name board and assist in escorting the Customer to the Vehicle where reasonably possible. An additional charge of £15.00 applies per booking, in addition to the fare, airport fees, waiting time or any other applicable charges. The service must be requested at the time of booking and is subject to availability. If requested and the Driver has attended the terminal as instructed, the charge remains payable even if the booking is subsequently cancelled or results in a No-Show.

5. Cancellation Policy

You may cancel a Booking, but cancellation charges may apply depending on the notice period given. Standard local bookings within our operating areas can be cancelled free of charge before the driver arrives at the pick-up location.

• App bookings: a fixed cancellation fee of £4.00 applies once the driver has arrived, attempted to contact the customer and waited 3 minutes. Cancelled before the driver arrives, a full refund is processed.
• Outside our operating areas: if the driver is already en route, the full fare is charged as compensation.
• Pre-booked minibus (all directions): minimum 24 hours’ notice required for a refund. Within 24 hours is charged in full and non-refundable.
• Pre-booked airport transfers, outbound (standard or estate): minimum 3 hours’ notice required for a refund.
• Inbound airport collections (standard or estate): minimum 12 hours’ notice required for a refund.

5.2 Cancellations by the Company

We reserve the right to cancel bookings due to unforeseen circumstances including vehicle breakdowns, unsafe weather conditions or driver unavailability. In such cases customers receive a full refund or the option to reschedule. Where the Company cancels a Booking (except in cases of Force Majeure), a full refund is provided if you have pre-paid, and no cancellation charge applies to the Customer.

5.3 No-Show policy

A No-Show is defined as the customer failing to be present at the agreed pick-up location within 3 minutes of the scheduled pick-up time. In the event of a No-Show, no refund is provided and the full fare or a cancellation fee of £4.00 is charged.

5.4 Refunds

Refunds apply where the cancellation is made within the allowed timeframe, or where we fail to provide the service due to factors within our control. Refund requests must be submitted via info@valuecars444.com within 30 days of the incident, and approved refunds are processed within 5 to 10 business days. Any additional fees or charges, such as booking fees, airport transfer payments cancelled within 3 hours of pick-up, or service add-ons, are non-refundable unless otherwise stated.

6. Customer Conduct and Responsibilities

• Respectful behaviour: customers must behave respectfully towards the Driver and any other passengers. Abusive, threatening or violent behaviour will not be tolerated and may result in the termination of the journey and reporting to the authorities.
• Compliance with law: customers must comply with all applicable laws, including those relating to the consumption of alcohol and drugs in vehicles.
• Vehicle cleanliness: spillage, vomiting or other actions causing excessive soiling may result in a cleaning fee.
• Luggage: customers are responsible for ensuring luggage is safely loaded and unloaded and does not exceed the Vehicle’s capacity. Please inform us of excessive luggage at the time of booking.
• Child seats: the Company does not provide child seats. It is the Customer’s responsibility to ensure children are safely and legally restrained. Children can travel in the back of a taxi without a child seat, and should not be placed in a seat belt when sitting on an adult’s lap. Please inform us of your requirements at the time of booking.
• Animals: the carriage of animals is at the Driver’s discretion and must be pre-booked. Guide dogs and assistance dogs are generally permitted and should be notified at booking; drivers cannot refuse them unless they hold a valid medical exemption certificate. An additional charge of £2.00 applies for the carriage of other pets, which must be appropriately restrained and clean.
• No smoking or vaping: smoking and vaping are strictly prohibited in all Vehicles.
• Food and drink: consumption of food and drink is generally discouraged and is at the Driver’s discretion.
• Safety: customers must follow the Driver’s safety instructions and wear seatbelts at all times.

7. Company Responsibilities and Liability

The Company will use reasonable endeavours to provide the Services in a professional and timely manner, in accordance with these Terms. We ensure that all Drivers are licensed and vehicles are roadworthy and properly insured in accordance with legal requirements, licensed through Basildon Council, Castle Point Council and Thurrock Council.

To the extent permitted by law, the Company’s liability for any loss or damage arising from or in connection with the Services is limited to the Fare paid for the specific journey. The Company shall not be liable for delays arising from traffic congestion, road closures, accidents or other events beyond our reasonable control (Force Majeure), nor for loss or damage to customer property unless caused by our negligence. We are not liable for consequential or indirect losses, including missed flights, appointments or business opportunities, nor for injury or death except where caused by our negligence.

8. Lost Property

Customers are responsible for their personal belongings while using our Services. If you believe you have left property in a Vehicle, please contact us as soon as possible on 01268 525252 or at info@valuecars444.com, or contact the relevant council (Basildon, Thurrock or Castle Point). We will make reasonable efforts to locate and return lost property.

Please note that Value Cars Basildon Limited does not retain or store items left behind by customers, and is not responsible for any lost property. Drivers inspect their vehicles after each hire and follow the lost property procedures of the licensing council: Basildon Council items are taken to the Environmental Health Service at the Basildon Centre, St Martin’s Square, within 72 hours; Thurrock Council items are taken to the Civic Offices, New Road, Grays, within 72 hours; Castle Point Council items are reported to 101 and remain with the driver.

9. Complaints Procedure

If you wish to make a complaint, please submit it in writing by email to complaints@valuecars444.com. On receipt you will get an acknowledgment confirming that a full response will be provided within 5 working days, and an investigation will be carried out.

Complaints can be raised by email, through the customer app, or by telephone, and are logged as complaint tickets in our internal portal and monitored by Value Cars management. We record the booking reference, dates of the complaint and incident, complainant name, complaint details, any driver or staff involved, and the dates and details of first response and resolution. All related correspondence is retained.

A full investigation is conducted by Value Cars management, who may contact you by phone, email or through the customer portal. If a complaint cannot be resolved at management level it is escalated to the directors of Value Cars, and if it remains unresolved we will engage with the local council. In cases where immediate escalation is necessary, management will contact both the council and you directly.

10. Data Protection and Privacy

We collect and use your personal information in accordance with our Privacy Policy, available on our website. We take reasonable measures to protect your personal information from unauthorised access and misuse.

When booking via the Value Cars website on the Airport Transfers page, you consent to your contact telephone number being shared with the Driver assigned to collect you from the airport, solely for the purpose of contacting you regarding your booking (for example to arrange the pickup point). The Driver is prohibited from using your phone number for any other purpose.

By booking or using our Services you acknowledge that you may receive essential service-related communications such as booking confirmations, driver arrival updates and digital receipts. Where you have a previous trading relationship with us or have explicitly opted in, we may contact you regarding promotions, discount codes, service updates and loyalty rewards. You can opt out of marketing at any time via the unsubscribe link in any marketing email, by replying STOP to SMS messages, by contacting info@valuecars444.com, or by adjusting your preferences in the Value Cars app. Opting out does not affect essential operational messages. All marketing is processed in accordance with the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

11. Amendments to these Terms

The Company reserves the right to amend these Terms from time to time. Updated Terms are published on our website and are effective from the date of publication. Your continued use of our Services after publication constitutes acceptance of the revised Terms, and it is your responsibility to check these Terms periodically for changes.

12. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Information

Value Cars Basildon Limited, 16 Herons Gate Trading Estate, Paycocke Road, Basildon, Essex SS14 3EU. Company number 08989601. Telephone 01268 525252. Email info@valuecars444.com. Website www.valuecars444.com.