Terms & Conditions of Carriage

The complete agreement related to a standard, executive, chauffeur, long journey and airport transfer between the passenger and Jannah Express Ltd. is consisted of the following terms and conditions and online booking system. Once any passenger either fills up an online booking form or books any journey on the phone, it confirms that the related passenger or the booker unconditionally accepts the terms and conditions noted in this agreement. Maintaining all related rules and regulations, this website, jannahexpress.co.uk is an official website for Jannah Express Ltd. as noted on the home page of this website. All concerned sectors have been notified about this. Jannah Express Ltd. is the sole proprietor of this website unless anything different is specified in course of time. If any passenger books any journey directly with us, all related terms and conditions of our company will be implemented between the customer and us based on acts, errors, omissions, representations, warranties, refund, extra charge or negligence.

1.1: In most of the cases we are a pre-booking company. So, we accept online booking only three hours before the pick-up time. If you can’t book online for any instant journey just because of short notice, please phone us; we might be able to take your booking  based on driver’s availability. There could be differences in pricing. If you’re not ready to be picked up at the booked time, we will not be responsible if you can’t reach the destination on time. Also, if the journey takes more time than expected as a result of traffic, road construction, road closure and road diversion, we will not be responsible for that.

It is very vital to note here that Regulation 9(14) of the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000 (the 2000 Regulations) provides that:

“The operator shall enter into a contractual obligation as principal with the person making the private hire booking to provide the journey which is the subject of the booking and any such contractual obligation must be consistent with the 1998 Act and these Regulations.”

The above direction clearly clarifies that as a private hire operator, it is our responsibility to successfully complete a journey that is booked by a passenger. The way of providing the passenger with the service must be through a satisfactory and lawful booking, dispatching, telephoning and controlling process instructed by TFL and other concerned sectors in the UK.

Here, we, Jannah Express, work as principal in the way that we generate the journey from the market through our different types of campaigns (SEO, PPC, GOOGLE BUSINESS, SOCIAL NETWORKING, etc) and confirming the booking from the passenger through a verified online booking process on our website or on the phone. Then we assign this job to the driver through a proper dispatching system and formulate the coordination between the passenger and the driver until the job is successfully done.

We, Jannah Express Ltd., here boldly confirm that we are fully organised in this perspective according to the guidelines by TFL.

1.2: A passenger must book a suitable car based on the number of passengers and luggage.  Jannah Express Ltd. is not bound to carry any extra passenger and luggage which the passenger doesn’t mention in the booking. Even if we can accommodate any extra luggage and passenger, there will be an extra charge.

1.3: A child of any age is treated as a passenger according to TFL and a proper seat must be counted for that child, no matter whether the child sits on the lap or not.

1.4: We can provide either low or high car based on the passenger’s request. We would request our passengers to order the car of proper size and necessity.

1.5: Our price includes one-hour free waiting time from the flight landing time. Any airport pick up could be booked in two ways. Either based on the flight landing time or at a specific time. If the booking is based on the flight landing time, our driver will pick up the passenger one hour after the flight lands. In this case, if the passenger takes more time than one hour after the flight lands to clear the immigration and luggage areas, waiting fee of £20 per hour will be charged.

Alternatively, the passenger can book any airport pick up at a specific time. For example, it could be one and half hours or two hours after the flight lands. Our driver will be there at the airport at that specific time. Here, if the customer takes more time than that specific pick-up time, waiting fee of £20 per hour will be charged.

1.6: For any airport pick up, the passenger must provide the correct flight number. If there is not flight number and if we can’t find any flight number after our best effort, the booking time will be treated as the pick-up time. If the customer is not ready at that booking time, waiting fee of £20 per hour will be charged. It is our responsibility to monitor the flight. If the flight delays or lands early, we will send the driver accordingly.

1.7: If any customer books any journey indirectly with us through any third party or online booking platform, the passenger has to follow the terms and conditions of that third party or booking platform. Here, we are the service provider and we follow the terms and conditions of that third party or booking platform. On top of that, the passenger must follow and maintain our terms and conditions. It is fully the passenger’s responsibility to go through our terms and conditions after his/her journey is assigned to us by the company he has booked with.  

It is very important to note here that we follow TFL guideline in this perspective and strictly maintain a valid proof; especially, email proof or dash board proof (any third party generates an individual booking dashboard for any partner like us and on that dash board the full booking details are clearly noted including the details of the two parties which are the journey provider (from where we get the job) and the service provider ( Jannah Express Ltd.).

1.8: Jannah Express Ltd. maintains an updated dispatching system called XOERA. Once any journey is uploaded in this system, the passenger receives the booking confirmation as a text and an email. The passenger is also updated, in course of time, regarding the DOR (Driver is on route), ETA (Estimated time of arrival), DPA (Driver is at pick up address), POB (Passenger is on board), STC (Soon to clear) and job finished including the vehicle details (registration number, make and model) and driver’s details (name and contact number).

2.1    All prices noted on the website are calculated in GBP; sometimes excluding and sometimes including (in most cases it is included) local taxes maintaining the rules and regulations of the HM Revenue & Customs, HMRC, UK.

https://www.gov.uk/government/organisations/hm-revenue-customs. Passengers, clients and travel agents who book directly with us are not liable for any taxes as it is already included in the fare noted on our website. All our procedures related to private hire taxi booking are mainly followed by the rules and regulations of TFL https://tfl.gov.uk/info-for/taxis-and-private-hire/ , London and then with the legal combination of TFL and any third-party taxi booking platform. We are based in London and consequently, loyal and liable to the terms and conditions of HMRC, UK.

We are not responsible for any tax of any third party booking that is not directly booked with us. In this case, if applicable, there will be some extra charge for taxes. Or, the third party is responsible

Not only that; our direct bookings may also include some taxes if logically and legally applicable. In this case, passengers will be notified in advance to take their decision either to keep or cancel the booking. For cancelling any booking for such reason, passengers will get full refund.

2.2: If any journey is booked, the passenger receives the confirmation email including the full details of the journey. It is the passenger’s responsibility to check all the details are correct or not. If any amendment is needed, it must be notified to us very promptly, surely at least six hours before the pick-up time for any airport pick up or drop off and three hours before any local (East London) jobs. We will not be responsible for anything wrong caused either by the wrong information provided by the passenger or anything wrong by the passenger.

2.3: All airport pick-ups and pick-ups from a long distance must be paid 50% of the fare in advance at least 24 hours before the pick-up time. Instant request for booking depends on availability. Passengers can book online as a cash payment; our staff will contact the passenger to collect 50% of the fare in advance through secured link.

2.4: We accept all major methods of payment including credit cards, debit cards, cash and cheque. If any passenger wants to pay by cheque, payments must be complete 7 days before the journey date.

2.5: There is 50% to 100% extra charge on all journeys between 24^th-26^th of December, 31^st of December and 1^st of January.

3.1: Passengers are responsible for their behavior in the car during the journey. You will be charged £80 to cover cleaning costs in the unlikely event of the vehicle being soiled by any passenger or damaged (depends on the level of damage).

3.2: Eating, drinking and/or smoking in the vehicle are not permitted.

3.3: All children travelling during the journey should be restrained in a manner appropriate to their age, weight and height. Suitable child seats should, wherever possible, be supplied and fitted by the child’s parents. Such seats may be retained by the driver for use on the return journey. On request by the passenger, Jannah Express Ltd. will try its best to provide the passengers with required baby/booster seats.

4.4: Jannah Express Ltd. will not carry any extra passengers than its insurance or licensing allows.

If any passenger needs to cancel any booking, he/she needs to contact Jannah Express Ltd. as soon as possible after the booking is made.  If the passenger requests to cancel a booking after the vehicle has been dispatched, then a charge may be incurred; the charge will be based on the distance/time that the allocated driver has travelled/spent prior to the point of cancellation.  As a general rule journeys from airports are dispatched up to two to three hours before the flight arrival, journeys within the surrounding area of London are normally dispatched up to thirty to sixty minutes before their due time.

To cancel any airport journey, the passenger must inform us 12 hours before the pick-up time. If there is any cancellation request after that, it will not be granted. In this case the journey will automatically be cancelled but there will be no refund.

If you have made a booking through the Quote/Book/Pay service, and have cause to cancel your booking before a vehicle has been dispatched to you, a charge of 40% will be levied on the original payment made. In this point, the passenger needs to submit the valid proof in favour of his/her cancellation request. If failed to provide such proof, there will be no refund.

It is noted here that for some special occasions (for example; death, serious illness or other major incidents), the passenger will receive full refund based on the valid proof.

5.1: Jannah Express Ltd. is a very committed and service-oriented taxi company and consequently, focuses on all reasonable endeavors to get the passengers to their destination on time, but shall not be liable for any loss due to delays caused by road condition, diversion, closure, construction or traffic which is beyond its control on the journey.  It is very specified here that under no circumstances shall Jannah Express Ltd. be liable (in contract, tort or otherwise) for any loss of profits, business or for any indirect or consequential loss whatsoever.

5.2: Jannah Express Ltd. is not responsible for any luggage carried by the passenger and it is entirely at passenger’s risk. It is not the responsibility of Jannah Express Ltd. to check what kind of stuff is being carried in the luggage/suitcase/bags etc by the passenger.

5.3: Jannah Express Ltd. has the full authority to cancel any journey and all related services at the eleventh hour based on an instant necessity and urgent emergency; for example, in the event of rough and uncontrollable weather, a declared national emergency, war, fuel shortage, riot, terrorist attack, car break down or other circumstances beyond its control. If the car breaks down during the journey, Jannah Express Ltd. will try its level best to arrange an alternative car to complete the journey as soon as practicable. If no alternative car is managed, the passenger has to arrange a different vehicle and Jannah Express Ltd. will not be responsible for any extra cost or loss in this sector. If the passenger wants to get a full refund, 50% of the fare will be refunded based on the distance already gone through by the driver. If no journey is taken place in this regard, the passenger will get the full refund without any question.

5.4: The passenger will indemnify Jannah Express Ltd. against all costs, losses, damages and expenses generated from any act or omission of any passenger in the passenger’s part.

5.5: It is very important to note that neither party excludes or limits its liability for death or personal injury caused by negligence, or for willful default or fraudulent misrepresentation, or otherwise in any manner unenforceable by any applicable law.

Jannah Express Ltd. has the full right to cancel or refuse any journey with immediate effect if it places the driver or vehicle at risk of any kind of loss, threat, damage, violence or abuse by the any part of the passenger and will request all passengers to vacate the vehicle as soon as it is safe to do so.  In this case, no refunds will be offered if the journey is cancelled part way through the hire.

7.1: Jannah Express Ltd. possesses and maintains the professional liability, authority and responsibility of any obligations and booking (both online and on the phone). Jannah Express Ltd. mustn’t transfer or handover any of its liability, authority and responsibility to any individual, sector, company or anyone by any means.

According to the guidelines by TPH Notice 22/21, and in the concerned letter dated 10 January 2023, as an operator, when Jannah Express Ltd. accepts a booking from a passenger, Jannah Express Ltd. enters a contract with that customer.

Here, Jannah Express Ltd. is fully responsible for bookings and transport services and must not transfer its responsibility as principal in the contract to drivers or any other parties. It is firmly noted here that Jannah Express Ltd. is fully committed to these terms and conditions.

7.2:  Jannah Express Ltd. has the right to amend or upgrade these terms and conditions at any time by posting amendments online.  The passengers are requested to kindly review these terms and conditions on a regular basis to ensure that he/she is aware of any changes. It is very important to note here that all existing bookings will be at the same price quoted or applicable rate in effect at the time of booking.

7.3: Jannah Express Ltd. has the right to store, process and use all information regarding your personal details in accordance with the terms and conditions of the Data Protection Act 1998. It is also notable here that no personal data will be passed to any third party without the proper concern of the passenger in order to deal with any booking.

7.4: As an important note, this agreement and any accompanying rate/quotation represents the entire agreement between the passenger and Jannah Express Ltd. in relation to its subject matter. The terms of this Agreement will prevail, if there is any discrepancy between the quotation and the terms of this Agreement.

7.5: It must be notable here that nothing in this Agreement is expected to deliberate any profit to any third party, whether pursuant to the Contracts (Rights of Third Parties) Act 1999 or otherwise, and no third party has the right to enforce any authority under this Agreement except something like this is agreed in writing.

English Law, TFL guidelines and other related English concerns are the bases of this Agreement, and the passenger and Jannah Express Ltd. each agrees to submit to the exclusive command of the English Courts in respect of any debate or disagreement or claim generating from or in association with this Agreement.

According to the UK law, taxis are exempt from rules and regulations associated with children travelling in a baby/child/booster seat. In regards to this, more elaboration of the legislation can be found here (https://www.gov.uk/seat-belts-law).  Jannah Express Ltd. is unable to provide the passengers with baby/child/booster seats for Health and Safety reasons. But  Jannah Express Ltd. will try its best to provide the passenger with this kind of seat on special request by the passenger, and the passenger will be responsible for any kind of Health and Safety issue in this regard. It is also notable here that if the passenger books a return journey and has his/her own child seat, the driver who carries out the first leg of the booking will keep the passenger’s child seat for the return journey. In this point, it is a must to install the child seat by the passenger. The driver could help on request, but surely without taking any kind of responsibility.

£15 is applicable for any journey through congestion zone and time.

If any passenger leaves any stuff inside the car, we take this matter very seriously if we are notified by the passenger. We investigate the matter very professionally and update the passenger accordingly. If the passenger isn’t satisfied with our investigation, he/she is advised to follow the law of the concerned sector in the UK.

Jannah Express Ltd. must notify TfL of any material changes to its operating models that may affect its compliance with the statutory and regulatory framework governing private hire services in London.

**Note: Jannah Express Limited  hold the rights for any changes of the policy**

1. Payment Week

Our week runs from Saturday to Friday and payments are made on the following Thursday. This structure may be changed at any time and drivers will be informed in advance for their convenience.

2. Commission

We take 20% commission on the total amount offered. Drivers are responsible for bearing all related expenses including MOT, insurance, fuel, car maintenance, car park fees, road tax, and any other costs related to the driver’s journey or fault.

3. Doing Our Jobs Privately

Drivers must not take our jobs privately. Anyone found doing so will be stopped from working with us. We will also inform TFL to take necessary actions and claim at least £5,000.00 against the concerned driver, who will be bound to pay that amount. Further legal action including fraud and compensation proceedings may follow if needed.

Drivers are completely prohibited from discussing any financial matters with passengers without office consent. Drivers must not ask passengers for any kind of contact details, directly or indirectly, without office consent. Even if a passenger wishes to contact or book privately with a driver, the driver must refuse and request the passenger to contact the office directly. Any breach of these terms will result in a £5,000.00 compensation charge against the driver, and further legal action may follow if needed.

4. Pick Up Instructions

For meet and greet airport pickups, the driver must be inside the arrivals area with a name board 30 to 40 minutes after the flight landing time, depending on contact with the passenger and their immigration and luggage collection time. If there is no contact with the passenger after the flight lands, the driver must wait 25 minutes inside the arrivals area, then collect evidence and leave. If contact is made and the passenger needs more time, the driver must continue to wait. Any extra car park and waiting charges in such cases will be collected from the passenger and paid to the driver. Drivers must request a review from the passenger after every successful journey. Drivers cannot ask for cash directly from passengers and must inform the office and obtain authorisation before any cash collection. Drivers must arrive at the pickup address at least 10 minutes before the scheduled pickup time.

5. Waiting Policy

For every drop-off journey, the free waiting time is 15 minutes at any local address. For airport pickups, the free waiting time is 1 hour from the actual flight landing time. After the free waiting time has elapsed, a charge of £1 per 3 minutes, equivalent to £20 per hour, may be applied to the passenger. There will be no waiting charge for flight delays. Drivers must check flight details before departing for the airport.

6. No Show Policy

There is no payment for any no-show job in East London from E1 to E20 as these are our base areas. For all other no-show bookings, fixed payments are provided based on vehicle type and airport. For Heathrow, the payments are £25 for Saloon, £30 for Executive, £25 for Estate, £30 for MPV, and £40 for 8/9 Seater. For Stansted, payments are £30 for Saloon, £30 for Executive, £30 for Estate, £30 for MPV, and £45 for 8/9 Seater. For City Airport, the payment is £20 across all vehicle types. For Luton, payments are £30 for Saloon, £35 for Executive, £30 for Estate, £35 for MPV, and £45 for 8/9 Seater. For Gatwick, payments are £30 for Saloon, £35 for Executive, £30 for Estate, £35 for MPV, and £45 for 8/9 Seater. For Southend, payments are £30 for Saloon, £35 for Executive, £30 for Estate, £35 for MPV, and £45 for 8/9 Seater. Parking charges will be added where applicable. For locations inside London within the M25 and within 1 to 40 miles, a payment of £1 to £40 applies for all vehicles depending on distance from base. For locations outside London, 50% of the offered fare will be paid. For any no-show payment, drivers must submit necessary proofs including location, call records, means of communication, and any other relevant evidence. Without sufficient proof, no payment will be made. No-show payments are processed three weeks after the journey date to allow for verification.

7. Data Protection

Jannah Express will retain drivers’ data for a maximum of one year in accordance with TFL guidelines. Any queries regarding jobs, fares, or journey-related matters must be raised and resolved within one year of the journey date. Jannah Express is not responsible for any data that is lost, missing, or destroyed from its systems after one year. If the dispatch system or related app is updated or changed and any data is lost or damaged as a result of a system update or error, it is solely the driver’s responsibility to provide the required documents and proofs to support any claim. Drivers must keep their own records and documents safe for emergency purposes.

8. Complaints

Any complaint made by a passenger against a driver will be properly investigated. If the driver is found to be at fault, the appropriate amount will be refunded to the passenger and further necessary steps may be taken based on the circumstances. Any complaint made by a driver against a passenger will also be properly investigated. If the passenger is found to be at fault, they will be permanently blocked from our system and further action may follow. If a job is cancelled due to a driver’s fault, that driver is responsible for any financial loss and liability related to that job. If a driver cancels a job at the last minute without a valid reason or proof, and the office arranges cover at a higher cost, that extra amount will be charged to the driver along with the expected office commission for that job.

9. Others

Bargaining with passengers is strictly unacceptable. Drivers must always be polite and professional with passengers. If a passenger causes any problems, the driver must inform the office immediately and the office will handle the matter. Even if a driver is at fault, they must not argue or create issues with passengers but must instead notify the office instantly so it can be addressed appropriately.

10. Cancellation policy:
We are a pre-booking company and specialized in airport transfers, corporate, event, management,
tours and wedding. So, it’s very problematic for the passengers if any driver cancels any journey
at the eleventh hour without any previous notice and logical reasons. We would appreciate if
drivers cancel any journey at least 4-5 hours before the pick-up time, so that we can arrange
alternative taxi for the passengers. Drivers can cancel any journey at the eleventh hour as well but
there must be any logical reasons with sufficient proofs to face any legal issue.

11. Documents

Drivers must submit all necessary documents for registration. No driver may operate without valid documents in place. Any driver found to have submitted fake documents will be immediately reported to TFL and all relevant authorities for due action.

The best driver of the month will be rewarded with between £100 and £500.

This policy is available on our website at www.jannahexpress.co.uk.

• Note: Jannah Express reserves the right to make changes to this policy at any time.