1. Introduction

Welcome to Boateng Travel ("we," "us," or "our," "company"). These terms and conditions ("Terms") govern the provision of our travel services ("Services") by Boateng Travel Limited (12779987), a company duly registered under the laws of England, United Kingdom, with its principal place of business at: Creative industries building, Mammoth Drive, Wolverhampton, West Midlands, England, WV10 9TG.

By booking, using, or accessing our services the customer ("client", "you", "passenger(s)" or "your") acknowledges that they have read, understood, and agreed to be legally bound by these terms.

2. Scope of Services

This policy establishes clear standards and procedures for delivering consistent, high-quality customer service to our clients, to and from our destinations. It aims to ensure safety, professionalism, efficiency, and customer satisfaction throughout the journey.

2.1. What we do

• We provide pre-arranged travel services to and from destinations listed on our platform.
• Our services are provided strictly by prior reservation.

2.2. Specified destinations

We do not operate as a common carrier to everywhere but only specified destinations on our official website; however, we reserve the right to refuse services outside our destinations scope.

3. Booking and confirmation

• All bookings must be made via our official website.
• A booking is considered confirmed only upon issuance of a written confirmation (email, SMS, or app notification).
• Therefore, client is responsible for ensuring the accuracy of booking details, including:
  • Passenger names
  • Flight numbers and arrival time
  • Pickup and drop-off locations
  • Contact information
• We shall not be liable for service disruptions arising from incorrect or incomplete booking information.

4. Pricing and Payments

• Prices are quoted in (£) with VAT inclusive and are subject to availability, route, vehicle type, services time, tolls, and parking. Further prices may vary due to:
  • Airport surcharges
  • Public holidays
  • Night operations
  • Last minute bookings
• Unless otherwise stated, prices include 30mins airport waiting time from flight landing time, and up-to 5 minutes drop-off services at the airport, excluding gratuities (see other complimentary waiting time fee below).
• Full payments are always required during the process of booking.
• The company reserves the right to adjust pricing in case of:
  • Significant route changes
  • Additional waiting time
  • Additional stops
  • Changes requested after confirmation.

5. Cancellations, amendments, and refunds

• Standard cancellation policy (unless otherwise agreed):
  • More than 24 hours before pick-up: Full refund
  • 12-24 hours before pick-up: up to 50% cancellation fee
  • Less than 12 hours / No-show: 100% charge
• Refunds, where applicable will be processed using the original payment method within reasonable timeframe.
• Delays brought on by occurrences of unusual circumstances will not be reimbursed.

6. Waiting time policy

Complimentary waiting time includes:

• Airport pick-up: free for 30 minutes from flight landing time. However, after 30 minutes of waiting, the client will be fully responsible for parking fees. If more time is required after extra 20 minutes waiting time, client will be fully liable for driver waiting time (£0.30 per minute) and parking charges.
• Airport drop-off: up-to 5 minutes drop-off services at airport, unless assistance is requested to passengers with reduced mobility including pregnant women, elderly travellers, unaccompanied minors (as permitted), families with infants, customers with medical or accessibility needs and those with disabilities during the process of booking.
• Non-airport pick-ups: 5 minutes free waiting time from scheduled pick-up time. More than 5 minutes will incur driver waiting charges starting from £0.30 per minute.

Clients must remain reachable via the provided contact number.

7. Client obligations

• Clients must comply with all applicable laws, including seatbelt and child safety regulations.
• Smoking, drugs, illegal substances, and unsafe behaviour are strictly prohibited in our vehicles.
• Clients shall be liable for any damage, excessive cleaning, or loss caused to vehicle or equipment.

8. Special Assistance & Accessibility

We are committed to inclusive service delivery; this is why our well-trained staff provide appropriate support to:

• Passengers with reduced mobility
• Elderly travellers
• Unaccompanied minors (as permitted)
• Families with infants
• Customers with medical or accessibility needs
• Those with disabilities

9. Baggage and personal belongings

• Clients must ensure luggage quantities comply with vehicle capacity.
• We are not responsible for loss or damage to personal items unless caused by proven gross negligence.
• Any items left in our vehicle must be reported promptly; recovery is not guaranteed.

10. Flight delays and changes

• We monitor flight status when flight details are provided.
• Delays within reasonable limits are accommodated, excessive delays may incur additional charges (refer to section 6 - waiting time policy).
• We are not responsible for missed connection due to airline delays, immigration processing, or customs clearance.

11. Force Majeure

We shall not be liable for failure or delay in performance caused by events beyond its reasonable control, including but not limited to:

• Severe weather
• Natural disasters
• Traffic accidents
• Government actions
• Labour disputes

12. Limitation of liability

• To the maximum extent permitted by law, our liability is limited to the amount paid for the affected service.
• The company shall not be liable for indirect, incidental, or consequential damages including loss of profits or missed flights.

13. Insurance

• We maintain legally required vehicle and passenger liability insurance.
• Coverage does not extend beyond the scope required by applicable transportation regulations.

14. Termination of service

We reserve the right to terminate or refuse service if the client:

• Violates these terms.
• Poses a safety risk.
• Engage in abusive or illegal behaviour.

No refund shall be issued in such cases.

15. Data protection and privacy

• Client data is processed in accordance with applicable data protection laws and our privacy policy (read more here).
• Personal information is used solely for service delivery, legal compliance, and customer communication.

16. Governing law and Jurisdiction

These terms shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

17. Amendments

• We reserve the right to amend these terms at any time.
• Updated terms will be effective upon publication on our website.

18. Contact us

If you have any questions or concerns regarding these terms and conditions, please contact us at enquiries@boatengtravel.com