Terms and Conditions

These terms and conditions apply whenever you visit or use this website.


Privacy / Use of Data

1.1 Ibex Shuttle Ltd is committed to adhering to the principles of GDPR legislation in the United Kingdom.

1.2 Ibex Shuttle Ltd complies with the following principles of the GDPR:

  • Personal data shall be processed lawfully, fairly, and in a transparent manner in relation to individuals;
  • Personal data shall be collected for specified, explicit, and legitimate purposes and not further processed in a manner incompatible with those purposes;
  • Personal data shall be adequate, relevant, and limited (minimised) to what is necessary in relation to the purposes for which they are processed;
  • Personal data shall be accurate and, where necessary, kept up to date. Inaccurate personal data must be erased or rectified without delay;
  • Personal data processed for any purpose/s shall not be kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data is processed;
  • Personal data shall be processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing, and against accidental loss, destruction, or damage, using appropriate technical and organisational measures.


2.1 A quote will be given at the time of booking and will take into account an estimate of miles using the shortest route and the time incurred by the driver driving from base, back to base.

2.2 All bookings must be pre-booked in advance. The booker must be 18 years or over.

2.3 The actual journey, date, time, and customer contact details must be confirmed in advance. Ibex Shuttle Ltd cannot be held liable for any mistakes made by the customer at the time of booking.

2.4 Confirmation will be sent via email once amendments are fulfilled. We do not charge for making an amendment.

2.5 Amendments including additional mileage or waiting time to the journey other than that which was quoted for and agreed at the time of booking may be fulfilled; however, in such cases, may incur extra charges.

2.6 All bookings are accepted from clients on the understanding that the client agrees to these terms and conditions of business, to the exclusion of all others.

2.7 Clients must book their airport transfer in accordance with check-in times and guidelines provided by their relevant airline. If a journey is at rush hour time, please be advised extra travel time may be required.


3.1 All charges will be quoted in GBP.

3.2 Once the price has been quoted and the booking confirmed, the price quoted will not be changed by us unless this is as a result of amendments by the hirer incurring additional charges. These will be notified to you at the time.

3.3 A grace of 15 minutes maximum waiting time will be included free of charge for address collections and 60 minutes free waiting time will be allocated to each sea/airport booking.

3.4 If a passenger does not show at the agreed time of pickup, your booking may be subject to additional waiting time and car park charges. Ibex Shuttle Ltd allows a total maximum waiting time of 90 minutes (as long as the vehicle is able to wait & other work is not affected. If the vehicle has to leave, no alternative transport, refunds, or compensations will be made/paid). In the event that Ibex Shuttle Ltd is unable to make contact with the client, we will classify this reservation as a "no show" and all monies paid will be non-refundable.

3.5 Ibex Shuttle Ltd will not wait in undesignated areas or where a fine could be imposed.

3.6 Excess miles travelled at the request of the client over the quote will be charged at the standard rate of £1.95 per mile.

3.7 If it is necessary for the chauffeur to stay overnight, a charge of £95 per night will be applied.

3.8 For all private bookings, an invoice will be emailed no later than 30 days prior to the hire date. Customers are requested to settle the final balance no later than 7 days before the hire date. Bookings made with shorter notice will receive their invoice at the time of booking.

3.9 Corporate account clients are invoiced at the end of the month and are asked to settle the account within 15 days.

3.10 A 100% surcharge is applied on Christmas Eve from 17.00, Christmas Day, Boxing Day, New Year's Eve from 17.00, and New Year's Day unless agreed beforehand by Ibex Shuttle Ltd.

3.11 Any car parking, toll, or congestion charge incurred will be included in the quotation.


4.1 Payment can be made by BACS/CHAPS or by credit/debit card or cash to the chauffeur.

4.2 Ibex Shuttle Ltd is registered for VAT.

4.3 Any invoice inquiries should be raised within 7 days of the invoice date.

4.4 Payment can be made by debit/credit card or bank transfer. Please allow sufficient time for payments to reach Ibex Shuttle Ltd prior to your date of travel. We accept all major credit cards.

Account Holders

5.1 Account facilities are available to UK-based Companies. Prior to opening an account, you may be subject to a credit check.

5.2 Invoices will be issued on a monthly basis and must be settled within 15 days from the date of the invoice.

5.3 We reserve the right to make a charge for any late payments made in respect of invoices paid, under the Late Payments of Commercial Debts Act 1998.

5.4 Late payment will incur a late payment charge of 5% of the total amount outstanding, calculated on a daily basis.

5.5 Account holder’s conditions are valid in conjunction with all other terms and conditions as outlined above.

5.6 It is the responsibility of the Client to ensure adequate security so that the account facility is not abused.


6.1 Our prices are available upon request either by telephone, email, or via our enquiry form on our website.

6.2 All prices will be agreed upon opening of accounts and depend on the level of service required.

6.3 Non-account holders will be given a quote for each journey booked, prior to the booking being confirmed.


We understand that plans can change, and we make every effort to accommodate our customers.

7.1 If a booking is cancelled by the Customer more than 24 hours from the start of the period of hire, all monies paid will be refundable.

7.2 If a booking is cancelled by the Customer less than 24 hours from the start of the period of hire, 50% of the full cost of the journey will be payable.

7.3 If a booking is cancelled by the Customer less than 12 hours from the start of the period of hire, 100% of the full cost of the journey will be payable.

7.3.1 If a wedding booking is cancelled 30 days before the start of the period of hire, the deposit will be non-refundable.

7.3.2 If multiple vehicle bookings are cancelled by the Customer within 7 days before the start of the period of hire, 100% of the full cost of the journeys will be payable.

7.3.3 If the customer does not appear at the time and place designated as the pickup point, 100% of the full cost of the journey will be payable.

7.4 In the unlikely event that we are unable to complete bookings for reasons beyond our control, Ibex Shuttle Ltd reserves the right to cancel any hire, due to unforeseen circumstances – e.g. Weather / Road conditions / Traffic delays / War / Strikes / Riots / Acts of God or make alternative arrangements to get the hirer and party to your destination. It is at our entire discretion to determine the method of onward travel, alternatively, the hirer may make alternative arrangements at their cost, for which no claim can be made against Ibex Shuttle Ltd. The hirer accepts that the hire is based on a best endeavour basis and therefore, no specific guarantees can be made in terms of time, reliability of the vehicle and/or events out of our direct control of the chauffeur or Ibex Shuttle Ltd. A full refund (incl. deposit) of the hire cost paid will be refunded by the same means the hire was paid. No compensation or additional fees will be paid.


8.1 Ibex Shuttle Ltd will travel by the most appropriate route on the day using our experience & knowledge of local conditions, unless instructed otherwise by the customer at the time of booking.

8.2 Our Chauffeurs will be punctual and expect to arrive at the pickup point 10 minutes before the booking time, however, we do not accept responsibility for delays caused by circumstances outside of our control.

Health & Safety

9.1 The chauffeur will drive at safe and sensible speeds, taking into consideration road conditions, and traffic, and will obey all traffic regulations and legal speed limits at all times.

9.2 It is against UK law to smoke in private hire vehicles. Ibex Shuttle Ltd maintains a strict non-smoking policy in all its vehicles.

9.3 Personal alcohol or any illegal substances may not be consumed or carried in your chauffeured vehicle.

9.4 UK law dictates that seat belts must be worn at all times. The hirer agrees that all passengers will wear seat belts correctly throughout the duration of the journey. By law, small children require additional appropriate restraints. Ibex Shuttle Ltd does not supply child boosters or seats but the hirer can provide their own and Ibex Shuttle Ltd will store car seats at our office free of charge whilst the passengers are away and return them on the return journey.

9.5 Food and drink may only be consumed within our vehicles at the discretion of the chauffeur.

9.6 We reserve the right to refuse to carry any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat either to the Chauffeur, the vehicle, or any other passenger(s). Ibex Shuttle Ltd will not tolerate any verbal or physical abuse directed to its Chauffeurs or other staff. The safety of our chauffeur and passenger/s is paramount at all times.

9.7 Ibex Shuttle Ltd Insurers will not cover injury caused by passenger’s irresponsibility such as not wearing a seat belt or opening doors before the vehicle has come to a halt.

9.8 Under no circumstances will the vehicle carry more passengers than the vehicle is licensed and insured to carry. The Company prohibits any other person other than the Chauffeur from driving the vehicle.

9.9 Your chauffeur will brief you prior to your departure, detailing where the first aid kit / fire extinguisher can be located.

9.10 No animals are allowed in any of our vehicles, except working dogs.

Passenger Responsibilities

10.1 The hirer must respect the vehicle and is fully responsible & liable for any damage they cause to the interior and exterior of a vehicle or its contents on hire to them. The hirer agrees to be held liable for the retail cost of any subsequent repair or valeting required in order to reinstate a vehicle to working order. The hirer will also be liable at a fixed rate for the loss of work whilst the car is being repaired and unable to be used.

10.2 The Company accepts no responsibility for any accidental damage caused by clients, to the interior or exterior of the vehicle. Ibex Shuttle Ltd cannot be held responsible for spillages on customers' clothing or articles. The hirer accepts responsibility on behalf of the hirer's party for any losses or damage to the property of Ibex Shuttle Ltd that is provided in the vehicles, this includes, but is not limited to glassware, iPad etc.


11.1 Ibex Shuttle Ltd is fully insured for passenger(s) and third-party claims. However, customer property is carried entirely at their own risk and Ibex Shuttle Ltd shall not be held responsible / liable for any loss / damage to such property.

11.2 When booking please take into account the number of passengers and luggage. The Mercedes S-Class will hold a maximum of 4 passengers + 2 standard size suitcases + 2 hand luggage. A reasonable amount of ordinary passenger luggage is allowed, but luggage, which in the opinion of the chauffeur amounts to excessive weight, will not be carried. Hand luggage may be kept on person if preferred and space allows.

11.3 Clients/passengers must check at the drop-off point that any luggage, computers, mobile phones etc have not been left behind. Please ensure that all belongings have been accounted for before your chauffeur departs. We cannot guarantee that once your chauffeur has left you that they will be able to return items left in the vehicle to you immediately.

11.4 For safety and comfort on no occasion will we put luggage on the seats, as they may get damaged.

11.5 Ibex Shuttle Ltd keeps a record of all lost property at their office and will endeavour to return any lost goods left in our vehicle(s) to the customer, although a delivery charge may apply. If the lost property has not been claimed despite our best efforts within 24 hours, we pass it onto our local police station. We cannot be held responsible for items left in the vehicle.

11.6 For all enquiries regarding lost property you should contact the office.


12.1 Ibex Shuttle Ltd is insured for passenger travel only. This insurance is for public liability and does not constitute travel insurance.


13.1 Ibex Shuttle Ltd does not accept liability for missed flights/events, loss or damage to luggage or consequential losses due to circumstances beyond our control (you may wish to consider taking out insurance against any unforeseen circumstances).


14.1 Ibex Shuttle Ltd aims to provide exceptional levels of service on every journey. If you feel you have cause for complaint, please contact the office either by telephone or by writing to the office address on your invoice.


15.1 Ibex Shuttle Ltd reserves the right to refuse a booking.

15.2 Nothing contained in these terms and conditions can affect the Client's' statutory rights.