Terms and Conditions
Norwich Airport Express
Effective Date: 25th Febuary 2025
Welcome to Norwich Airport Express. By booking or using our services, you agree to the following terms and conditions. Please read them carefully before making a reservation.
1. Definitions
- Company: Norwich Airport Express, the provider of the airport transfer services.
- Customer/Passenger: Any individual booking or using the service.
- Service: The transportation of passengers between Norwich and the following airports: Stansted, Luton, Gatwick, and Heathrow.
- Driver: A fully licensed and insured individual operating the vehicle.
- Booking: A confirmed reservation made by a customer.
2. Bookings and Payments
- All bookings must be made in advance via our website, phone, or email.
- Full payment or a deposit may be required at the time of booking.
- Payment can be made via cash, credit/debit card, or online transfer.
- A booking confirmation will be provided upon successful reservation.
3. Pricing and Surcharges
- Prices are fixed for each route unless otherwise stated.
- Additional charges may apply for excessive waiting times, extra stops, or special requests.
- Tolls, congestion charges, or parking fees may be added to the final fare if applicable.
- Prices may be subject to seasonal or fuel-related adjustments.
4. Cancellations and Refunds
- Cancellations must be made at least 24 hours before the scheduled pickup time for a full refund.
- Cancellations made within 24 hours of the pickup time may be subject to a cancellation fee.
- No refunds will be given for no-shows or late cancellations.
- The company reserves the right to cancel bookings due to unforeseen circumstances (e.g., extreme weather, vehicle breakdowns). In such cases, a full refund will be issued.
5. Pickups and Waiting Times
- Drivers will arrive at the agreed pickup point at the scheduled time.
- A grace period of 15 minutes is allowed for standard pickups.
- Airport pickups include 60 minutes of free waiting time from the actual landing time.
- Additional waiting time beyond the free allowance may be charged at an hourly rate.
6. Luggage and Personal Belongings
- Customers are responsible for ensuring their luggage fits within the vehicle capacity.
- Excess luggage or oversized items must be declared at the time of booking.
- The company is not responsible for loss or damage to personal belongings.
7. Passenger Conduct
- Customers must behave in a respectful and lawful manner at all times.
- Smoking, consumption of alcohol, and illegal substances are strictly prohibited in the vehicles.
- The company reserves the right to refuse service to any passenger deemed to be a safety risk.
8. Delays and Liability
- The company aims to provide a fast and reliable service but is not liable for delays caused by traffic, road conditions, weather, or other unforeseen circumstances.
- Passengers are advised to book their transfers with sufficient time before their flights.
- The company is not responsible for missed flights due to circumstances beyond our control.
9. Child Seats and Accessibility
- Child seats must be requested at the time of booking and are subject to availability.
- Passengers with special accessibility needs should inform the company in advance to ensure proper arrangements.
10. Complaints and Feedback
- Any complaints must be reported to the company within 48 hours of the journey.
- The company will investigate all complaints and aim to resolve them promptly.
11. Amendments to Terms and Conditions
- Norwich Airport Express reserves the right to modify these terms and conditions at any time.
- Customers are encouraged to review these terms periodically for any changes.
By using Norwich Airport Express, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you have any questions, please contact us at 07849 157723.
Thank you for choosing Norwich Airport Express – your fast and reliable airport transfer service!