Everything you need to know about our services, fees, and policies
Everything you need to know about our services, fees, and policies
It is the passenger's responsibility to ensure that they order the correct type of vehicle in order to carry the numbers of passengers and luggage. If the luggage or passenger number exceeds the specified limit, we will charge your account accordingly. However, if the vehicle ordered cannot accommodate the excess luggage or the number of passengers, we reserve the right to withdraw our services, and a full charge will be applied to your account.
Prices quoted and paid are for passengers being ready to travel at the booked time.
All phone bookings are taken with great care and detailed attention to ensure accuracy is maintained. Some of the bookings may be recorded for training and verification purposes. We will not be held liable for any incorrect information provided by third parties.
We will send an E-Mail confirmations to all of our passengers, provided they have included a valid mobile number with their booking.
Payments can be made by Credit/Debit Card and any other payment platform available in your area.
Any online credit/debit card bookings will be subject to verification, and passengers may be asked to provide ID with the credit/debit card.
Airport Pickups: For pickups from airports, we will allow up to 40 minutes of free waiting once baggage is in the hall, and will charge waiting thereafter at £15 per hour (25p per minute).
All Other Pickups: Pickups from home, hotels, offices, and any other venues are allowed 5 minutes from the actual booked time; thereafter, 25p per minute (£15 per hour) will be added to the fare quoted.
Additional passengers and luggage may be added with the permission of Embassy Express control to the car ordered but not exceeding the numbers per vehicle type ordered. *subject to additional charges*
Additional drop offs and pickups will be charged per mile with a minimum fee of £5.00 per diversion.
A booking can be cancelled in advance.
Refunds will be issued on the following grounds:
No refunds will be issued for the following:
If the passenger missed a flight, this information must be informed to us immediately so that we will notify the driver not to enter the airport for that pick-up. If the journey was prepaid, it will be refunded. However, if the passenger wishes to take a later flight, we will provide the service at no extra cost.
No show is defined as follows: If a passenger books a private hire car with us and fails to meet the driver on pick-up time, this will include home, hotel, and other private addresses.
This will include wrong date or wrong time bookings.
If the passenger missed a flight, this information must be informed to us immediately so that we will notify the driver not to enter the airport for that pick-up. If the journey was prepaid, it will be refunded. However, if the passenger wishes to take a later flight, we will provide the service at no extra cost.
The company accepts no liability for the following: Severe traffic delays, road closures, and extreme and poor weather conditions.
Our Prices will be 50% higher on the following dates: 24th, 25th, 26th, 31st December and 1st January. This is due to limited drivers available for work during seasonal periods.
Please note that we provide child seats as a courtesy service. While we make every effort to ensure child seats are available, we cannot guarantee suitability for your child or availability for your journey. Usage of child seats is entirely at the passenger's discretion, and we cannot be held responsible or liable for their usage.
We at Arrived Ltd. T/A Embassy Express will ensure you that once your booking request is accepted, we are liable to provide the service as requested. This means we will be on time for the specified pickup date and time. As all our customers pay for their journeys in advance, passengers do not need to pay in cash to the driver. As a company, we are responsible for all financial transactions in relation to your booking.
We at Arrived Ltd. T/A Embassy Express will endeavor to carry out all bookings with our own contracted drivers. However, in exceptional circumstances where our contracted drivers are not available, we will outsource your booking to another reputable service provider. Rest assured that any alternative service providers used will also be licensed and regulated by the Public Carriage Office, who form part of Transport for London.
Regardless of whether your booking is carried out by our contracted drivers or outsourced, Arrived Ltd. T/A Embassy Express will still be responsible for said booking. As a company, we will ensure that remuneration for outsourcing to a third party is taken care of and that your journey is completed as requested.
© 2025 Embassy Express. All rights reserved.
© 2025 Embassy Express. All rights reserved.