Booking terms

Last updated: October 2026

1. Booking and confirmation

A booking is not confirmed until we send you a written confirmation — by WhatsApp, email or text message. We aim to confirm all bookings within a few hours during operating hours (Sunday–Thursday 7am–10pm, Friday–Saturday 7am–2am).

You can submit a booking request at any time, including outside operating hours, and we will confirm it when we are next open. Please do not assume a booking is confirmed until you have received our confirmation.

2. Prices

The price shown when you book is a fixed price for the whole car, for the route and journey details you enter. It covers door-to-door travel and, for airport pickups, the car park charges up to the included waiting time.

The fixed price applies unless:

• You change your pickup or drop-off address;
• You add or remove stops;
• We have to wait beyond the free waiting time (see section 4);
• Your journey crosses through the London Congestion Charge zone during charging hours — we add the daily charge;
• A Christmas and New Year surcharge applies (we will tell you when we confirm your booking if this affects you).

There is no surge pricing at any time.

A small night-rate uplift applies on door-to-door journeys within Southampton (not airport/cruise transfers and not tours) picked up after 10pm. This is included in your quoted price if it applies.

3. Payment

You can pay by cash, card (online at booking or by a secure payment link), or bank transfer.

Advance payment is required for:

• Pickups from airports (including Southampton Airport);
• Pickups from cruise terminals;
• Pickups from anywhere outside Southampton.

For these journeys we will send you a secure payment link in your booking confirmation. Payment must be received before your journey begins. If you have not paid when your driver arrives, the driver may be unable to proceed.

For other journeys, payment is due at the end of the journey unless you choose to pay online at booking. Bank transfer payments must be received before the journey.

Card payments online are processed by Stripe. We do not store your card details.

4. Waiting time

Your price includes free waiting time as follows:

• Airport pickups: 45 minutes after your flight's actual landing time (we track your flight).
• Cruise terminal pickups: 30 minutes after your vessel's scheduled arrival (we monitor your ship).
• All other pickups: 10 minutes from your agreed pickup time.

After the free waiting time, we charge £0.20 per minute. This is added to your final fare and charged at the end of your journey or by payment link.

For airport pickups, the car park charges for the included waiting period are included in your price. Additional car park charges for waiting beyond the free period will also be charged to you.

5. Cancelling or changing your booking

To cancel or change a booking, contact us as soon as possible by calling or WhatsApping 07541 109738, or by emailing ridecresttaxis@gmail.com.

Cancellation is free if you notify us before the following deadlines:

• Airport transfers, cruise transfers, tours, and any journey to/from outside Southampton: more than 48 hours before your scheduled pickup.
• Journeys within Southampton: more than 2 hours before your scheduled pickup.

Cancellation after these deadlines may result in a cancellation charge, at our discretion, based on the costs already incurred (for example, a driver who has already travelled to your location). If we choose to apply a charge, we will tell you in advance.

Changes to your journey (different address, extra stops, time change) are subject to any price difference and driver availability. Please give as much notice as possible.

6. No-shows

If you do not appear at the agreed pickup point within the free waiting time, and you have not contacted us, your driver may leave. If you have prepaid, a refund may not be possible, particularly where the driver has incurred costs such as airport car park charges. We will assess each situation fairly and let you know.

If you believe your driver has left in error, call us immediately on 07541 109738.

7. Luggage and passengers

Each car type has a maximum passenger and luggage capacity as shown on our website. You must book a vehicle that is large enough for your group and luggage. If you are unsure, contact us before booking.

Drivers will help load and unload luggage at both ends of your journey. Excessively heavy or oversized items (items a single person could not reasonably lift) should be mentioned at booking.

We do not carry child seats. Under UK private hire law, children may travel in a licensed private hire vehicle without a child seat using the adult seatbelt. If you wish to use your own child seat, bring it and the driver will help fit it.

Guide dogs and other registered assistance animals are always welcome at no extra charge. Other animals should be mentioned at booking — most can be accommodated in a carrier, subject to driver agreement.

8. Driver and passenger conduct

All our drivers are licensed by Southampton City Council and carry their private hire driver badge. Our drivers will confirm your name before the journey begins.

Passengers must wear seatbelts throughout the journey as required by law. Passengers who are intoxicated to the point of being a risk to themselves, the driver or the vehicle may be refused travel; in this case the journey price may still be charged.

Smoking (including e-cigarettes and vaping) is not permitted in any of our vehicles at any time. Food that carries a strong smell should not be consumed during the journey without the driver's agreement.

Passengers are liable for any damage they cause to a vehicle. A cleaning fee of up to £150 may be charged where a passenger causes the vehicle to require cleaning before its next booking.

9. Liability

RideCrest is not liable for delays or failures to perform caused by events beyond our reasonable control, including but not limited to: severe weather, road closures, accidents, or the actions of third parties.

If we are unable to fulfil a booking, we will let you know as soon as possible and offer a full refund of any amount paid.

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

10. Complaints

If you are unhappy with any aspect of your journey, please contact us first so we have the opportunity to put it right.

Contact us: 07541 109738 · ridecresttaxis@gmail.com

We aim to respond to all complaints within 3 working days.

If you are not satisfied with our response, you can refer your complaint to Southampton City Council Licensing, who license us as a private hire operator and can investigate complaints about licensed operators and drivers. Their contact details are available at southampton.gov.uk.

11. The operator

These terms are issued by RideCrest Taxis Limited, a company registered in England & Wales (company number 17420363), trading as RideCrest. Our registered office is 183 Golden Grove, Southampton, SO14 1TD. We are licensed as a private hire operator by Southampton City Council (operator licence OP 428).

These terms are governed by the laws of England and Wales.

We may update these terms from time to time. The version on this page applies to bookings made from the date shown at the top.