Terms and Conditions
These Customer Terms explain how AutoDispatch handles journey requests, quotations, bookings, payments, cancellations, transport providers, passengers and complaints.
01
AutoDispatch provides a pre-booked journey booking and dispatch service across the United Kingdom. We accept journey requests, review the route and requirements, source a suitable transport provider and coordinate the booking through to completion.
Our service can be used for airport transfers, cruise and port transfers, rail journeys, long-distance travel, business travel, events, weddings, group transport, day trips, school or organised travel, hotel transfers and other pre-booked journeys.
Journeys may be arranged in England, Scotland, Wales and Northern Ireland, subject to provider availability and the requirements of the journey.
02
03
A request for a journey is not, by itself, a confirmed booking. We may need to check availability, vehicle requirements, route details, luggage, passenger numbers and any special requirements before accepting the journey.
A booking becomes confirmed when AutoDispatch confirms the journey and provides the relevant booking details, including the agreed fare where applicable.
Information you must provide
You are responsible for providing accurate and complete information, including:
If the information supplied changes, or was materially incomplete or inaccurate, the vehicle, availability or quoted price may need to change.
04
AutoDispatch aims to provide one clear quotation before you commit. Where a quotation is expressly confirmed as a fixed fare, that fare covers the journey details stated in the booking confirmation.
AutoDispatch does not use a meter or surge pricing for a confirmed fixed-price booking. A confirmed fare may nevertheless need to be re-quoted where you request a material change, including additional stops, a different destination, a different vehicle, substantially different passenger or luggage requirements, or waiting beyond any included waiting period.
Where stated in the quotation, airport parking, terminal drop-off charges and flight tracking are included. The exact inclusions are those shown or agreed when the booking is confirmed.
05
Please contact AutoDispatch as soon as possible if you need to change a booking. Changes are subject to availability and may affect the fare.
We will tell you about any additional charge before applying it where reasonably practicable. A change cannot be treated as confirmed until AutoDispatch accepts it.
If you change the pick-up location, destination, passenger count, luggage, vehicle type, stops or timing on the day of travel, the allocated provider may be unable to accommodate the change. In that situation, the original booking and cancellation terms may apply.
06
You may ask to cancel a booking by contacting AutoDispatch. Any cancellation charge will depend on the booking terms, how close the cancellation is to the scheduled journey and whether the provider has already been dispatched or incurred costs.
Where a cancellation charge applies, we will communicate the applicable amount or basis for the charge. Some journeys, including large-group, specialist-vehicle, event or short-notice bookings, may have stricter cancellation terms disclosed at quotation or confirmation.
A passenger may be treated as a no-show if the passenger does not attend the agreed pick-up point within the applicable waiting period and cannot reasonably be contacted. A no-show may result in the full fare or a cancellation charge being payable.
07
AutoDispatch selects a suitable licensed transport provider for the journey. Providers are responsible for operating their vehicles and carrying out the transportation service in accordance with the licensing and legal requirements applicable to them.
Vehicle type is matched to the information supplied at booking. We will make reasonable efforts to provide the confirmed vehicle category, but an equivalent or suitable alternative may be used where necessary, subject to the booking requirements.
Where requested, AutoDispatch can provide available operator or licence information associated with the journey before travel, subject to applicable data and operational considerations.
08
If you provide a valid flight number or cruise arrival information and tracking is available for the journey, AutoDispatch may use the arrival information to coordinate the pick-up.
Flight or cruise tracking does not remove the need for passengers to follow airport, port or operator instructions. You should provide correct travel details and contact AutoDispatch if your itinerary changes.
For airport collections, the agreed meeting point and any free waiting period will be communicated as part of the booking where applicable. Additional waiting beyond the included period may be chargeable and will be communicated before being applied where reasonably practicable.
09
The number of passengers must not exceed the safe and legal capacity of the vehicle allocated to the booking. Tell us about children, infants and accessibility requirements when requesting the journey.
Luggage must be suitable for the vehicle selected. Large, heavy, unusual or specialist items must be disclosed before the journey. If the luggage supplied at pick-up exceeds the vehicle’s safe capacity, the provider may require a larger vehicle or may be unable to carry all items. Any resulting change may affect the fare.
Child seats and wheelchair-accessible vehicles may be available on request, subject to provider and vehicle availability. Tell AutoDispatch about these requirements before confirmation rather than assuming they will be available.
10
Passengers must behave safely and respectfully towards drivers, providers and others.
A driver or provider may refuse or terminate a journey where a passenger’s behaviour creates a safety risk, the passenger is seriously intoxicated, or the journey cannot lawfully or safely continue. Where the customer’s conduct causes a cancellation or additional cost, the customer may remain liable for the applicable fare, cancellation charge, cleaning or repair cost.
11
The payment method and payment timing for your booking will be stated when the journey is confirmed. Depending on the booking, payment may be made to the provider, through a payment service arranged by AutoDispatch, or by another method agreed in advance.
Unless expressly stated otherwise, a fixed quotation is the agreed price for the journey details supplied. Additional charges may arise from customer-requested changes, additional stops, additional waiting, excess cleaning or damage, or other items expressly disclosed in the booking terms.
You must not use a payment method that you are not authorised to use. If a payment fails, AutoDispatch or the provider may require payment by another agreed method.
12
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability protected by mandatory law.
AutoDispatch is a booking and dispatch agent rather than the transport operator for journeys performed by third-party providers. To the extent permitted by law, AutoDispatch is not responsible for matters caused solely by a provider’s independent operation of the vehicle or journey.
AutoDispatch remains responsible for its own booking and dispatch functions to the extent required by applicable law. Nothing in these Terms removes your statutory consumer rights.
13
We are not responsible for delay, disruption or inability to perform caused by events reasonably outside our control, including severe weather, flooding, road closures, accidents, traffic incidents, strikes, industrial action, public disorder, government restrictions, infrastructure failure, airport or port disruption, technical failures, or other exceptional events.
Where such an event affects your journey, we will make reasonable efforts to help coordinate an alternative or revised arrangement, subject to availability. Additional costs may arise where a materially different service is required and will be explained where practicable.
14
If something goes wrong, contact AutoDispatch as soon as reasonably possible. Please provide your name, booking reference, journey date, route and a clear description of the issue. Photographs or other relevant evidence may help us investigate.
We will review complaints fairly and may need to obtain information from the transport provider. Where a complaint concerns the provider’s driving or vehicle operation, we may need to refer the operational aspects to that provider or the relevant licensing body.
Report lost property promptly with the booking reference and a description of the item. We will make reasonable efforts to contact the provider. Recovery or delivery of an item may be subject to the provider’s availability and reasonable costs.
15
We use information supplied by customers to process enquiries and bookings, coordinate journeys, communicate with customers and providers, handle payments where applicable, provide customer support and meet legal or operational requirements.
Personal information may need to be shared with the transport provider where it is necessary to fulfil the booking, such as passenger name, contact details, pick-up information and journey requirements.
Our privacy policy explains how AutoDispatch handles personal data and should be read alongside these Terms.
16
These Terms are intended to operate under the laws of England and Wales, subject to any mandatory consumer protection rules that may apply to you in another part of the UK.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. A failure by AutoDispatch to enforce a provision immediately does not mean that the provision has been waived.
AutoDispatch may update these Terms from time to time to reflect changes to its service, legal requirements or operational arrangements. The version applicable to a booking will generally be the version in force when that booking was made, unless a change is required by law or otherwise applies to the ongoing relationship.
17
If you need to make a booking, change a journey, ask a question or raise a complaint, contact the AutoDispatch team.
Phone / WhatsApp
0700 000 0000
Available 24 hours, 7 days a week.
bookings@autodispatch.co.uk
For bookings, account queries and complaints.
Nationwide UK journey booking and dispatch.
Pre-booked airport transfer UK services, cruise terminal transfers and local taxi work across Hampshire, Dorset, Berkshire and London.