Terms and conditions
These terms apply to every booking with Gulf Cars & Travel Ltd. By making a booking you accept them. Nothing in these terms affects your statutory rights.
Customer Terms & Conditions GC-CT-01, version 2.0, 13 October 2026. Website terms of use from GC-CT-10, version 1.0.
Gulf Cars & Travel Ltd ("we", "us"), company number 08274130, 110 Wembley Park Drive, Wembley HA9 8HP, is a private hire operator licensed by Transport for London (operator licence number 8255). Our current charges are on our prices page (Tariff GC-CT-03).
1. Bookings
1.1 All journeys must be booked through us by phone, WhatsApp, website, app, email or an approved partner platform. Drivers cannot accept bookings directly or on the street.
1.2 Give us accurate details: pickup and drop-off, date and time, number of passengers (every child counts as a passenger), luggage, child seat needs, any wheelchair or mobility needs, and the flight number for airport pickups.
1.3 A booking is confirmed when we send a booking reference. We may decline any booking.
1.4 Please book the right vehicle. If your group or luggage needs a larger vehicle, we will charge the price of the larger vehicle. If none is available, or the group or luggage will not fit safely, the driver may refuse the extra passengers or luggage, or the journey (treated as a late cancellation, section 5).
2. Prices
2.1 We agree a fixed price before every journey, based on the details you give us. It covers the route and vehicle booked.
2.2 The price changes if the journey changes: extra stops, a different destination, a detour you ask for, waiting beyond the free time, extra passengers or luggage, or a different vehicle. We will tell you the new price before the journey continues.
2.3 Higher rates apply at night (22:00–06:00), on 24–26 December, 31 December and 1 January, and on Wembley stadium event days (section 6). These are always included in the price we quote you before you book. We never add them afterwards.
2.4 Airport parking, tolls and the Congestion Charge incurred on your journey are passed on at cost unless already included in a fixed price. Fixed airport prices include the airport drop-off charge.
2.5 Prices for bookings made more than 30 days ahead may be reviewed if fuel costs rise significantly. We will tell you of any change and you may cancel free of charge if you do not accept it.
2.6 We never charge extra for a wheelchair user or an assistance dog.
3. Payment
3.1 Website and app bookings are paid by card when you book. Phone bookings can be paid by card payment link, or by cash or card to the driver. We do not add a surcharge for card payments.
3.2 Pay in advance: journeys over £80, journeys between 22:00 and 06:00, airport journeys, Wembley event-day journeys, holiday-date journeys (24–26 December, 31 December–1 January), weddings, events and multi-vehicle bookings must be paid by card when you book. The booking is only confirmed once payment is received.
3.3 By paying by card you authorise us to charge that card for waiting time, no-show, late cancellation, soiling and damage charges set out in these terms. We will tell you before we take any extra payment.
3.4 Account customers pay under our Account Terms (GC-CT-02). Business accounts that pay late may be charged interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and their account may be put on hold until paid.
3.5 Any unpaid charge under these terms must be paid before we accept a new booking from you.
4. Waiting time
4.1 Free waiting: 5 minutes at address pickups from the booked time; 15 minutes at station and cruise terminal pickups; 45 minutes at airport pickups from the time your flight actually lands. We track flight delays.
4.2 After the free time, waiting is charged at £5 per 15 minutes or part of 15 minutes (larger vehicles at the Tariff rate). Time at immigration and baggage reclaim counts as waiting.
4.3 Please keep your phone on. If we cannot reach you, the driver may leave after 30 minutes of charged waiting (60 minutes at airports), and the journey is treated as a no-show.
5. Cancellations, changes and no-shows
| Booking type | Free if you cancel | 50% of the fare | Full fare |
|---|---|---|---|
| Local and standard journeys | More than 3 hours before pickup | 1 to 3 hours before | Less than 1 hour before, or the driver is on the way |
| Airport journeys, journeys over 30 miles, MPV, Mini Van (8-seater) or Executive vehicles | More than 24 hours before | 12 to 24 hours before | Less than 12 hours before, or the driver is on the way |
| Wembley event days and holiday dates | More than 48 hours before | – | Less than 48 hours before |
5.1 No-show: if you are not at the pickup point when the free waiting ends and we cannot reach you after at least two attempts, the full fare is charged, plus waiting time and any parking the driver has paid. Cash customers will be invoiced and must pay before booking again.
5.2 One change to the time or address is free if made more than 3 hours before pickup and a vehicle is available. Later or further changes are treated as a cancellation and a new booking.
5.3 Flight delays are tracked and are not a no-show. A diversion to another airport is quoted as a new journey.
5.4 If we cancel because we cannot provide a vehicle, you get a full refund. Refunds are made to the original card within 5 working days.
6. Extras and special rates
6.1 Extra stop within London: £5 per stop plus any extra distance. Child or booster seat: £5 each (request when booking). Meet & Greet (driver inside arrivals with a name board): £10.
6.2 Night journeys (22:00–06:00) and journeys on 24–26 December, 31 December and 1 January are charged at the higher rates in our Tariff.
6.3 Wembley event days: journeys that start or end in the Wembley area (HA9) from 3 hours before a stadium event starts until 4 hours after it ends are charged at 1.75 times the standard fare. This also applies to changes and waiting in that period.
6.4 On event days we may ask you to meet the driver at a set pickup point away from the stadium, for safety and to avoid road closures. Free waiting starts from the agreed time at that point.
7. Conduct, safety and damage
7.1 Seat belts must be worn. Children must use the correct child seat or booster where the law requires.
7.2 No smoking, vaping, drugs or open alcohol. Drivers may refuse or end a journey if a passenger is abusive, violent, too intoxicated to travel safely, or puts anyone at risk. The fare to that point remains payable.
7.3 Soiling: if the vehicle needs cleaning because of vomit, spilled food or drink, or similar, a cleaning charge of £75 applies, or up to £150 if the vehicle has to be taken off the road. Photos are taken as evidence.
7.4 Damage caused by a passenger is charged at the cost of repair, with evidence. The person who booked is responsible for the passengers in their booking.
7.5 Animals: assistance dogs always travel free. Other pets must be agreed when booking, travel in a carrier, and carry a £10 charge.
8. Luggage and lost property
8.1 Each passenger may bring one large case and one small bag unless agreed otherwise. Extra luggage may need a larger vehicle.
8.2 Lost property is held for 90 days. Collection from our office is free; delivery is charged at the normal fare plus a £10 handling fee. Items not collected after 90 days may be disposed of or donated.
9. Our responsibility to you
9.1 All our drivers and vehicles are licensed by Transport for London and insured for private hire. We provide our service with reasonable care and skill. We may send a vehicle of the same size or larger at no extra cost.
9.2 Please allow enough time for your journey, especially to airports. We are not responsible for delays caused by traffic, weather, road closures, accidents or other events outside our control.
9.3 If we break these terms or are negligent, we are responsible for loss you suffer that was a foreseeable result. We are not responsible for loss that was not foreseeable, or for business losses. Passengers are responsible for their own belongings unless loss or damage is caused by our negligence.
9.4 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
10. Complaints
Contact us within 28 days on 020 3369 3333 / 020 8900 2223 or info@gulfcars.co.uk with your booking reference. We acknowledge complaints within 1 working day and give a full written response within 10 working days. If you are unhappy with the outcome you can ask for a review by our Director, and then contact Transport for London. Full details: how to complain.
11. Your data and general terms
11.1 We use your information as set out in our privacy notice. We keep booking records for at least 12 months as our TfL operator licence requires. Journeys may be recorded by vehicle dashcams for safety.
11.2 These terms are governed by the law of England and Wales. We may update them; the version in force when you book applies.
Website terms of use
- This website is operated by Gulf Cars & Travel Ltd. By using it you accept these terms.
- Prices on the website are estimates until a booking is confirmed. Bookings are subject to the customer terms above.
- Content on the site belongs to us and may not be copied for commercial use without permission. Some photographs are used under the Unsplash licence.
- We aim to keep the site accurate and available but do not guarantee it is error-free or uninterrupted.
- Links to other websites are not under our control.
- English law applies.