Terms & Conditions of Booking

These terms apply to all bookings made with C Line Cars Tunbridge Wells (“we”, “us”, “the company”) by telephone, WhatsApp, email or online. By confirming a booking you agree to these terms.

1. Bookings

A booking is confirmed when we send you a text or email confirmation including your driver’s name, vehicle registration, pick-up time and agreed fare. Until you receive that confirmation, no contract exists.

You must provide accurate pick-up and drop-off information, your mobile number, your flight number (for airport journeys), and the number of passengers and bags at the time of booking. We cannot be held responsible for missed journeys caused by incorrect information.

We reserve the right to decline a booking at our discretion, for example if we cannot service the requested area or time.

2. Fares & Payment

All prices quoted are fixed and all-inclusive unless stated otherwise. The quoted fare includes:

• All fuel and driver costs
• Motorway and standard road tolls (M25, Dartford Crossing)
• Gatwick Airport drop-off or pick-up charges
• Up to 60 minutes of waiting time on airport collections (from actual landing)
• Standard luggage (see Section 6)

Fares do not include: additional stops not specified at booking, parking charges at other airports, or extraordinary waiting time beyond 60 minutes caused by reasons other than flight delay.

Payment

Payment is accepted by cash on the day or card (contactless/chip). We do not charge a card processing fee. Payment is due at the end of the journey unless a corporate account or pre-payment has been arranged.

For advance bookings, we may request a deposit. The deposit amount will be confirmed at the time of booking and is non-refundable if the booking is cancelled with less than 12 hours’ notice.

3. Cancellation Policy

To cancel, call or WhatsApp us on 01892 123 456. The time of your call or message is recorded as the cancellation time. Email cancellations are accepted but please call to confirm receipt outside of business hours.

4. Flight Delays & Amendments

For airport collections (returning passengers), we track your inbound flight in real time and adjust your driver’s arrival accordingly. No charge is made for flight delays — we wait free of charge for up to 60 minutes from actual landing time.

Waiting beyond 60 minutes caused by reasons other than flight delay (e.g. immigration queues, lost luggage) may incur a waiting charge of £15 per 30 minutes, at our discretion. We will always try to accommodate passengers in difficulty.

For outbound journeys, we set your pick-up time based on your stated flight departure. We recommend allowing sufficient time for check-in and security. We are not liable for missed flights caused by insufficient time allowance at the passenger’s request, traffic conditions outside our control, or inaccurate pick-up times provided by the passenger.

5. Passenger Conduct

Passengers must behave in a manner that ensures the safety and comfort of the driver and other passengers. We reserve the right to refuse or terminate a journey without refund if a passenger is:

• Abusive, threatening, or violent towards the driver
• Under the influence of alcohol or drugs to a degree that causes a risk
• Consuming food or drink that may soil the vehicle without driver permission
• Smoking or vaping inside the vehicle

Any damage caused to the vehicle by a passenger is the passenger’s financial responsibility. We will provide a damage assessment within 24 hours.

6. Luggage

Standard included luggage is one main suitcase and one piece of hand luggage per passenger. Please declare at the time of booking if you have:

• Oversized items (golf bags, surfboards, large musical instruments)
• Prams, pushchairs, or wheelchairs
• More than the standard allowance per person

We will confirm whether the vehicle booked can accommodate your luggage and whether any supplementary charge applies. We accept no liability for items left in the vehicle, though we will make every effort to return found property.

7. Liability

Our vehicles are fully licensed and insured for private hire operations. We carry public liability insurance in accordance with Transport for London and Kent County Council licensing requirements.

We are not liable for:

• Delays caused by road traffic, roadworks, accidents, severe weather, or other events outside our control
• Consequential losses (missed flights, missed connections, lost bookings) arising from delays
• Loss or damage to personal property, luggage, or valuables carried in the vehicle except in cases of proven negligence by our driver

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for any liability that cannot be excluded by law.

8. Complaints

We take all complaints seriously. If you are unhappy with any aspect of your journey, please:

1. Contact us by phone or email within 7 days of the journey
2. Provide your booking reference, travel date, and details of your concern
3. We will acknowledge within 24 hours and aim to resolve within 5 business days

If you are not satisfied with our response, you may escalate to Kent County Council Licensing or the local licensing authority covering your pick-up area.

Privacy Policy

C Line Cars Tunbridge Wells (“we”, “us”, “the company”) is committed to protecting your personal data. This policy explains how we collect, use, store and protect information about you when you use our service. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller: C Line Cars, Royal Tunbridge Wells, Kent TN1. Contact: bookings@clinecars.co.uk

9. Data We Collect

When you make a booking or enquiry, we collect:

• Contact details: name, mobile number, email address
• Journey details: pick-up and drop-off addresses, travel date and time, flight number
• Payment information: payment method (we do not store card numbers)
• Communications: WhatsApp messages, emails, and call records sufficient to handle your booking

We do not collect sensitive personal data (health, race, religion, etc.) unless you voluntarily disclose a medical need relevant to your journey (e.g. a wheelchair requirement).

10. How We Use Your Data

We will never use your data for purposes incompatible with those listed above without your consent.

11. Data Sharing

We share your data only where necessary:

• Your driver: receives your name, pick-up address, flight number and mobile number to complete your journey
• Our dispatch system: a third-party booking software used to manage jobs (UK-based, ISO 27001 certified)
• Accounting software: for invoicing (Xero or equivalent, data stored in the UK/EEA)
• Legal authorities: if required by law, court order, or licensing authority

We do not sell your data to third parties, and we do not share it for advertising purposes.

12. Data Retention

We keep your data for as long as necessary:

• Booking and journey records: 7 years (required for tax and legal purposes)
• Communications (WhatsApp, email): 12 months from the date of the journey
• Marketing consent records: until you withdraw consent

After the retention period, data is securely deleted.

13. Your Rights

Under UK GDPR you have the right to:

• Access: request a copy of the personal data we hold about you
• Rectification: ask us to correct inaccurate data
• Erasure: ask us to delete your data (subject to legal retention obligations)
• Restriction: ask us to limit how we use your data
• Portability: receive your data in a structured, machine-readable format
• Object: object to processing based on legitimate interests
• Withdraw consent: at any time for marketing communications

To exercise any right, email bookings@clinecars.co.uk. We will respond within 30 days. If you are not satisfied with our response, you may complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

14. Cookies

Our website uses a small number of cookies. Essential cookies (necessary for the site to function) are set automatically. Analytics and marketing cookies are only set with your consent via our cookie notice.

See our full Cookie Policy for details of each cookie we use, its purpose, and how long it lasts.

15. Contact Us

These terms and this privacy policy were last reviewed on 1 August 2026. We may update them from time to time — the current version is always published on this page. Continued use of our service after a change constitutes acceptance of the revised terms.