Terms and Conditions

1. Responsibilities and liabilities

We are very reasonable with our Customers and we promote goodwill where possible.
Whilst we will exercise all due care and consideration to carry out Customer and/or Passenger instruction we will not be liable for any incidence or loss due to circumstances beyond our reasonable control.

  • Passengers who request assistance from the driver either to enter the vehicle or to vacate the vehicle do so at their own risk and should be aware that the driver will have no public liability insurance as it is not a legal requirement for private hire drivers.
  • Clocktower Cars accepts no responsibility for any damage caused to a passenger’s personal property either when loading or unloading items from the vehicle or during any stage of the journey.
  • It is the passenger’s responsibility to ensure that their items are packaged adequately to avoid sustaining any damage. All property is conveyed at the passengers own risk and is not covered by Clocktower Cars’ insurance policy.

When Clocktower Cars accepts a booking from a Customer, Clocktower Cars enters a contract with that Customer. As a licensed Operator, Clocktower Cars is are responsible for bookings and transport services and Clocktower Cars does not transfer its responsibility as principal in the contract to drivers or any other parties.

2. Transport of Goods

We provide courier service and all parcels, packages and goods are taken at customer’s own risk. We don’t provide insurance for the packages we pick up and deliver. It is the Customer’s responsibility to ensure adequate insurance cover is in place for goods in transit.

3. Right to Refusal

We reserve the right to refuse if

  • Any person or objects that the driver deems to be likely to cause him or his vehicle harm or damage in whatsoever form.
  • Any person who is thought to be under the influence of alcohol or drugs or whose behaviour is considered to pose a threat to the safety of the driver, themselves or the other passengers.
  • Any person refuses to pay upfront if and when asked by the driver.

Clocktower Cars may charge extra for any costs involved.

4. Quotes

All our quotes are based on mileage, the time taken by the driver, the type of car used (for example: estate, mpv, executive) and time of day of travel.

5. Charges

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.
We operate fixed rates for journeys to or from the local areas to: Gatwick airport, Heathrow airport, Luton airport, the London airports and to most London postal codes.

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, Clocktower Cars reserve the right to charge the Customer for any extra mileage and time.

For airport pickups for instance if the flight is delayed or if the customer is late in getting through immigration and customs we may charge waiting time because of the time the driver has waited outside and money paid for parking tickets etc. Clocktower Cars and the driver reserve the right to refuse to take the customer should the customer refuse to pay the waiting time or parking tickets.

6. Surcharges

We reserve the right to apply a surcharge to:

  • Airport and station pick-ups
  • Out of area to out of area journeys
  • Christmas, New Year and other Bank Holiday journeys
  • Additional stop on route
  • Periods of extreme weather or road conditions.
  • Journeys out of standard business hours.
  • Peak hours
  • Motorway and bridge tolls

7. Cancellations

Clocktower Cars assume a journey / booking request are 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 Clocktower Cars and receives confirmation by the member of staff that it 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 Clocktower Cars may charge for any costs incurred until the time when it is apparent that Clocktower Cars have been satisfactorily informed of a cancellation of booking or Clocktower Cars 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 Customer may be liable for a charge.

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

Where a Customer 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 Customer may be liable for a cancellation charge.

8. Waiting time

Where a driver has to wait beyond the appointed time to collect a Passenger, whether it be the fault of the Passenger ger or Customer or arises from circumstances beyond their control, the Customer will be liable to pay Clocktower Cars for the waiting time.

9. 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.

10. Variation

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.

11. Security of the account

It is the Customer’s responsibility to ensure adequate security to ensure that the facility is not Abused.

The account will be set up with minimal security measures unless the Customer specifies their requirements in writing, Clocktower Cars are able to set up various security measures with a prior request in writing from the Customer.

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

12. Payment

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

  • The service was great and staff were friendly. I have used them for years and very rarely have they let me down. 10/10 for competitive rates which always helps!

    Steven Baker

    Lives in: Epsom

  • Clocktower, well mannered with professional staff. They chauffeur all our staff to and from work. The app is great and avoids the frustration of not knowing when the cars will turn up!

    Rachel Marvin

    Lives in: Kingston Upon Thames

  • I regularly visit Epsom and Kingston on Friday and Saturday nights. Knowing i do not need to worry about my journey home is great. Trustworthy company always get me home safe!

    Susan Smith

    Lives in: Sutton

  • Always open, always a phone call or tap on my app away! Lost count on the amount of times I have needed them at short notice! Great prices and quality service, not to mention very patient!

    David Kane

    Lives in: Epsom

  • Thank you to Clocktower Cars for providing me with an outstanding ride for my wedding day. I wouldn’t recommend anyone else.

    Marta H Swainman

    Lives in: Surrey

  • I booked the S-Class service from Clocktower Cars to pick up some of my clients, and every one of them mentioned just how professional it was.

    Joshua Brooks

    Lives in: London

Download Clock tower App for free

Enter your mobile number and get a download link sent to you for free.

Available On:

Download Our App Apple Store Download Our App Google Android Play Store