Terms and Conditions

Set out below are the terms and conditions by which Downtown Cabs Ltd. conducts its business with the Client (The account holder), the Passenger (the person travelling) and the Booker (the person booking journeys). Downtown Cabs reserves the right to vary these terms and conditions of trading without notice.

Downtown Cabs sets out to provide a safe reliable service to all of its customers.

We always try to be fair, reasonable and promote goodwill towards all our clients.

Whilst we will exercise all due care and consideration to carry out Client and/or Passenger instruction we will not be liable for any incidence or loss due to circumstances beyond our reasonable control.

Transport of Goods

All parcels, packages and goods are taken at customer’s own risk. It is the customer’s responsibility to ensure adequate insurance cover is in place for goods in transit.

Right to Refusal

Downtown Cabs reserves the right to refuse to carry any persons or objects that the driver deems to be likely to cause him or his vehicle harm or damage in whatsoever form. The judgment of the driver will be final. Downtown Cabs may charge for any costs involved.


Downtown Cabs does not take the responsibility for any errors, mistakes or misleading information the customer might supply on completion of the online booking process.


All quotes, where given, are approximate according to an estimate of miles and time incurred by driver and time of day of travel and type of vehicle required to do a specific journey.


We calculate fares based upon mileage incurred, time and out of pocket expenditure. The charge rate will vary according to the type of vehicle/service required for the journey. Most journeys are quoted travelling via the shortest route. If the route varies from this, e.g. by request from the customer to use a motorway route or the driver has to avoid a traffic related problem, Downtown Cabs reserves the right to charge the Client for any extra mileage and time.

Full details of our pricing structure can be found on our fares page.


We reserve the right to apply a surcharge to:

  • out of area to out of area journeys
  • airport and station pick-ups
  • Christmas, New Year and other Bank Holiday journeys
  • additional stops on route
  • periods of extreme weather or road conditions
  • journeys out of standard business hours
  • peak hours

Complaints Policy

We take all complaints seriously and they will be fully investigated.

Any complaints must be received by e-mail within 10 days after the booking has been completed.

We will respond by acknowledging your complaint and we will aim to resolve the situation within 2-5 working days with a full investigation and a report of our findings made to the client so we may resolve the situation.


Downtown Cabs assume a journey request is still valid until:

  1. A Passenger or someone deemed to be representing the Passenger cancels the journey with a member of staff in the offices of Downtown Cabs and receives confirmation by the member of staff that is cancelled.
  2. Our driver and/or supporting staff have satisfied themselves that they are unable to pick the Passenger up for whatever reason.

Until then we will take all reasonable care to complete the booking.

In the event of a cancellation of a journey Downtown Cabs may charge for any costs incurred until the time when it is apparent that Downtown Cabs have been satisfactorily informed of a cancellation of booking or Downtown Cabs have been unable to contact the Passenger.

Usually there would be no charge for a journey cancelled prior to dispatch.

Where a journey is cancelled after the driver has been dispatched the Client may be liable for a charge.

Where the driver is unable to find a Passenger after making all reasonable efforts the Client may be charged.

Where a Client or Passenger gives incorrect information regarding a pick up place or time or other relevant detail that results in a cost to our driver, the Client may be liable for a cancellation charge.

Cancellation Charge

A Cancellation Charge is calculated to pay for the time and miles and incidental costs of our driver when he is unable to pick up a passenger.

Waiting time

Where a driver has to wait beyond the appointed time to collect a Passenger, whether it be the fault of the Passenger or Client or arises from circumstance beyond their control, the Client will be liable to pay Downtown Cabs for the waiting time.


We will try to carry out a journey in a way the Passenger requests, e.g. route variation unless we have written instructions not to do so by the account holder.

Security of the account

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

The Client will be liable to pay all bookings made on the account.


The Client undertakes to pay invoices within the payment terms on the account application. Overdue amounts may incur interest at 2.5% above base lending rates.

Refunds Policy

All bookings are final, and refunds cannot be issued.


All queries are to be raised in writing within 14 days of invoice.