Legal
Customer and Passenger Terms
1 Who we are and how to contact us
1.1 “Golden”, “Golden Transfers”, “we” and “us” mean Golden Transfers Ltd, company number 17351254. Registered office: [VERIFY: 1 Castle Court, Castle Street, Fareham, United Kingdom, PO16 9QD]. Our administrative correspondence address is [COMPLETE: Golden correspondence address]. It is not a public booking office or passenger collection point.
1.2 Contact [COMPLETE: Golden booking email] or [COMPLETE: Golden telephone]. Website: [COMPLETE: Golden website URL]. Telephone and booking hours: [COMPLETE: staffed hours and urgent contact arrangements for accepted journeys].
1.3 Relevant licensed operations are identified in the booking record. Licence details for publication: Fareham Borough Council [COMPLETE: licence holder and number]; Wokingham Borough Council [COMPLETE: licence holder and number]. We use only arrangements lawfully available under the relevant licences. A journey destination does not establish the authority that issued the operator licence.
2 When these terms apply
2.1 These terms apply to requests through our website, telephone, email or another booking channel we expressly make available. We make the agreed website, booking platform, telephone and email routes available. A request receipt is not confirmation of transportation. Payment methods and booking facilities are those actually offered for the particular booking.
2.2 The terms cover ordinary, airport, corporate and tour operator bookings, subject to any expressly agreed business framework and payment arrangements. School transport or an unaccompanied young passenger requires the additional arrangements in GT14 to be expressly accepted. These terms do not govern a taxi independently hailed in the street or hired at a rank without our booking service.
2.3 The quoted fare, journey details and any expressly accepted special conditions form part of the booking. The Fares Cancellation and Refund Policy, GT07, explains how charges are applied. If we agree a specific term that differs from these standard terms, we will identify the difference before acceptance. Mandatory consumer rights always apply.
3 The people and services involved
3.1 “Customer” means the person or organisation making the contract. “Passenger” means a person travelling. A person booking for another must tell us whether they contract in their own name or have authority to act for an identified customer.
3.2 “Transport Provider” means the identified legal person contracting to provide the journey. It can be an independent driver or taxi provider with the necessary authority to supply the vehicle, or a licensed operator. It is not automatically whoever happens to drive. “Driver” means the individual carrying out the journey.
3.3 Our “Booking Services” include receiving requests, arranging and communicating acceptance, lawful allocation, payment administration where offered, and customer support. The “Transport Contract” concerns provision of the journey by the identified Transport Provider.
4 Our agency role
4.1 When we arrange a Transport Contract as disclosed agent, we act on the Transport Provider’s authority and identify that provider to the customer. The provider supplies the transport at common law. We remain responsible for carrying out our own Booking Services with reasonable care and skill.
4.2 Payment by cash, card, a supported digital wallet, prepayment or a card authorisation does not by itself change the Transport Provider. The actual agreement and conduct determine the parties’ roles. These terms do not represent that every transport business uses the same structure.
5 Requests acknowledgements and acceptance
5.1 A request tells us what journey you would like. An automated acknowledgement confirms receipt only. We will state whether a message is a quote, a pending request or confirmation that the journey has been accepted. Providing booking details or placing a card hold does not itself guarantee transport.
5.2 A Booking Services agreement arises when we agree to arrange your request on these terms. A Transport Contract arises when the identified provider accepts your offer and acceptance is communicated to you, including by Golden acting within its authority. This may occur by email, text, a supported platform message or an expressly confirmed telephone booking. We retain the acceptance record.
5.3 An internal driver application record is evidence of acceptance within the operating system; an undisclosed internal event alone is not our promised communication of a binding contract to you. A contract may also arise through clearly informed conduct at collection, but this cannot retrospectively impose terms or charges that were not properly disclosed.
5.4 For advance journeys we will distinguish an accepted transport commitment from a request still awaiting a provider. If we cannot secure acceptance, we will tell you promptly and release or return money held for the unprovided journey, subject to any separately agreed and lawfully chargeable Booking Service.
6 Information you receive
6.1 We will provide or confirm the booking reference, journey details, relevant vehicle capacity, Transport Provider, fare basis, material waiting and cancellation terms, and a way to contact us. Tell us promptly if something is wrong.
6.2 We will communicate driver and vehicle details before collection through an available channel, together with any information required by the relevant licence conditions. If you cannot receive electronic messages, tell us so that an accessible alternative can be arranged. A tracking link, if offered, is supplementary and may be unavailable temporarily.
7 Allocation and licensed operator subcontracting
7.1 You agree that we may arrange lawful fulfilment through an appropriate Golden licensed operation or another properly licensed operator, including statutory subcontracting under section 55A of the Local Government (Miscellaneous Provisions) Act 1976 where applicable.
7.2 We record the original accepting licensed operation and any receiving operation’s acceptance. Where both licences belong to Golden Transfers Ltd, the legal company remains the same; the records still identify the relevant licences and fulfilment path.
7.3 Routine allocation or lawful subcontracting does not require a separate telephone conversation merely because it happens internally. We will nevertheless provide any information and obtain any agreement required by law, licence conditions or a material change to the agreed service. The following clause applies if the proposed change affects your contracting provider.
8 Changes to drivers providers or journeys
8.1 A replacement driver can perform a journey for the same contracting provider, provided the arrangement is lawful and the agreed service is maintained. We will update the relevant driver and vehicle information.
8.2 Subcontracting or an internal dispatch change does not automatically replace the Transport Contract or release an existing party from responsibility. If we propose a different contracting provider, we will clearly explain the new provider and any effect on your contract and obtain any agreement needed for that change. Existing rights and accrued liabilities remain unless lawfully agreed otherwise.
8.3 We will seek agreement to a material change in price, timing, capacity, accessibility or another essential requirement. If the agreed journey cannot be supplied and you reject a materially different alternative, you may cancel and receive the refund due for unprovided services, without losing other remedies available by law.
9 Statutory operator responsibility
9.1 Nothing in these terms excludes or restricts liability imposed on a licensed operator under section 56 of the 1976 Act. Where that provision applies, the operator that accepted the booking can be liable on the resulting contract of hire even where the journey is arranged through an agency or subcontracting model.
9.2 You may raise a concern or claim with Golden. These terms do not require you to pursue a driver or another provider first where you have a right against Golden. Describing our agency role does not override licensing duties or consumer rights.
10 Booked licensed taxis
10.1 Where an independent licensed taxi or Hackney carriage provider is the Transport Provider, we arrange the contract and collect any authorised payment as that provider’s agent. We identify the legal provider and check the licences and authority relevant to the booked service.
10.2 Applicable taxi fare controls, lawful meter requirements and licensing restrictions continue to apply. A fixed or estimated quote will explain the basis that can lawfully be used for that journey. These terms do not authorise prohibited taxi activity in another district.
11 Fares and additional charges
11.1 Before acceptance, we will identify whether the fare is fixed, estimated or calculated using a lawful meter or tariff. We will state unavoidable charges that can reasonably be calculated, including any applicable tax, airport access, parking or toll charges, and explain the basis for charges that cannot yet be calculated.
11.2 Waiting, extra stops, additional mileage, changed destinations or larger vehicles may affect the price only under the disclosed basis or a subsequent agreement. A quotation does not authorise undisclosed extras. A separately charged Golden booking fee must be identified as our own charge.
12 Payment and receipts
12.1 Each booking is payable by a method agreed for that booking. Credit or consolidated invoicing is available only under a separately signed GT06 addendum. In its absence each booking is paid individually as agreed. A business profile, repeat booking or receipt does not create credit.
12.2 Where we collect the journey fare, we do so as authorised payment collection agent for the Transport Provider. Payment received by Golden discharges your corresponding fare liability to that extent. We may deduct charges agreed with the provider before remitting its entitlement. Those deductions do not add to your fare unless separately disclosed and agreed.
12.3 The receipt will identify the supplier and any separate Golden charge as required. We will not impose an unlawful payment surcharge. Do not send full card numbers or card security codes by email or ordinary messages.
13 Card authorisation and advance payment
13.1 Where card facilities are offered, we will explain the amount of any temporary authorisation and when collection is intended. A hold reserves funds but is not a completed payment. Its release may take additional time to appear because of your card issuer’s processing.
13.2 Money collected while provider acceptance is pending is conditional on the booking arrangements explained to you. We will not describe an unidentified future provider as already accepting a journey. If the journey is not accepted, its fare is refundable; any separate Booking Service charge must have been expressly agreed and be lawfully payable.
13.3 Additional collection requires a valid payment authority and a charge properly due under the agreed terms. We will provide a breakdown and investigate disputes. No clause permits an arbitrary charge to a saved card. Payment failure may require another method or prevent a request being accepted, but does not remove rights concerning unauthorised payments.
14 Airports and time critical journeys
14.1 Give us the correct flight, terminal, date, passenger numbers and luggage details. Tell us about a flight, train, event or appointment deadline when requesting the journey so an appropriate collection time can be agreed.
14.2 We will state whether airport waiting begins at a fixed collection time, actual arrival plus a specified allowance, or another agreed trigger. Flight monitoring, meet and greet, parking and waiting allowances apply only as confirmed. A delayed flight does not automatically permit unlimited waiting charges.
14.3 If a delay materially affects availability, we will discuss a revised time or suitable alternative and explain any proposed price change. We will use reasonable care to provide updates and reduce disruption. Liability for delay depends on the agreement, foreseeable loss and applicable law; it is not automatically excluded because the journey involves an airport.
15 Arrival waiting and absence
15.1 Be ready at the agreed collection point and provide a working contact route where possible. Drivers must use the correct pickup instructions and follow agreed assistance arrangements. We will make reasonable attempts to contact you before treating a journey as a no show.
15.2 Waiting and absence charges are governed by GT07 and the disclosed booking terms. We will check arrival, timing, contact attempts and relevant accessibility requirements. We will not charge for a no show caused by our or the provider’s failure, or impose additional charges for assistance that must be provided without extra charge by law.
16 Changes cancellations and refunds
16.1 Contact us promptly to change or cancel. Use the advertised booking contact or the cancellation facility we supply. Keep the acknowledgement where available; we will not ignore a cancellation received through a reasonable advertised route merely because you did not use a particular form.
16.2 GT07 sets out the circumstances in which a disclosed and fair charge may apply. A full fare is not automatically due because a driver accepted or was dispatched. Any charge must reflect the terms made clear before contracting and must comply with consumer law.
16.3 Where we or the provider cannot supply the agreed journey, payment for unprovided transport will be returned. A refund does not require you to waive another remedy. We aim to initiate an agreed refund within 14 calendar days, or sooner if law requires it.
17 Disabled passengers and assistance
17.1 We welcome practical information needed to arrange a suitable vehicle and assistance. You do not have to provide an unnecessary medical diagnosis. Advance information helps planning but does not remove rights to lawful assistance or justify discrimination where information was not provided in advance.
17.2 Applicable duties concerning disabled passengers, wheelchair users and assistance dogs apply without prohibited additional charges. Any valid statutory exemption will be checked; driver preference is not an exemption. We will tell you accurately whether a suitable vehicle can be arranged and agree safe assistance. GT11 gives further detail.
18 Children and young passengers
18.1 Tell us the ages and restraint needs of children. Appropriate seating and restraints must meet the law and any stricter arrangement accepted for the booking. A taxi exemption is not a promise that a particular child seat is available or suitable.
18.2 An unaccompanied young passenger is carried only after we expressly agree suitable safeguarding, emergency and handover arrangements under GT14. Acceptance of an ordinary booking is not acceptance of unsupervised child transport. Once a journey is accepted, applicable safeguarding and reasonable care duties remain.
19 Conduct and safety
19.1 Passengers must comply with lawful safety instructions, use seatbelts where required, and avoid threatening, abusive or unlawful behaviour. Smoking, vaping and illegal substances are prohibited in the vehicle. Any alcohol restriction communicated for the booking and required by licensing rules applies; no open alcohol is permitted on a journey carrying a child under these terms.
19.2 A journey may be refused or safely ended where necessary because of a serious safety risk or unlawful conduct. Decisions must be proportionate, non-discriminatory and consistent with safeguarding duties. A vulnerable passenger or child must not be abandoned in an unsafe place. Any resulting charge must be lawfully due and supported by the circumstances.
20 Luggage animals and possessions
20.1 Tell us about large, unusual or excessive luggage so the vehicle can safely accommodate passengers and possessions. We may decline items that cannot be carried safely or lawfully. Ordinary pets require prior agreement; assistance dogs are dealt with under clause 17.
20.2 Take reasonable care of your possessions and check before leaving. Report lost property promptly. We will help trace items under GT12; any agreed delivery charge will be reasonable and explained in advance. This does not exclude liability for loss caused by a breach of duty.
21 Damage and cleaning
21.1 A person responsible for damage or excessive soiling may be required to pay reasonable, evidenced costs caused by their conduct, subject to law. Normal wear is not chargeable. We will explain the incident, evidence and calculation before pursuing a disputed amount.
21.2 Booking for another person does not automatically make you liable for every act of that person. Responsibility depends on your own conduct, any fair agreement and applicable law. Internal provider charges do not automatically become passenger charges.
22 Bookings for other people
22.1 Provide accurate details and authority to make the booking, and give passengers the journey and provider information they need. Do not disclose unnecessary health or other sensitive information about another person.
22.2 GT02 applies to corporate clients and GT03 to tour operators or travel intermediaries where signed. GT04 identifies whether the business contracts as buyer or acts for named passengers. A business customer does not by itself change the Transport Provider or our agency role. A bespoke written contract can establish a different arrangement only where expressly agreed and lawfully operated.
23 Disruption and reasonable care
23.1 Traffic, weather, road restrictions and other events can affect journeys. The responsible party must take reasonable steps to reduce disruption, communicate material changes and provide remedies where due. These circumstances do not automatically excuse negligent planning or permit retention of payment for unprovided services.
23.2 We may suggest a safe alternative route or collection point where necessary, taking account of agreed accessibility and essential requirements. A material change remains subject to clause 8.
24 Complaints and support
24.1 Golden is the first customer support contact for bookings arranged through Golden Transfers. Send the reference, journey date and a short description to the contact in clause 1. We will investigate fairly with the relevant provider. GT12 explains the process.
24.2 You may also contact the relevant licensing authority, police or another appropriate body. You do not have to complete our complaints process before reporting a safety concern or exercising a legal right.
25 Personal information and communications
25.1 GT08 explains how we use booking information and share what is necessary with drivers, operators, suppliers and lawful recipients. Service messages about your booking are separate from optional marketing.
25.2 Acceptance of these terms is not consent to all personal data processing, recording or marketing. Any optional consent is requested separately, and any call recording, CCTV or other monitoring requires its own appropriate information and lawful arrangements.
26 Liability and consumer rights
26.1 Nothing excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, applicable section 56 liability or any right that cannot lawfully be excluded. This includes mandatory consumer rights concerning reasonable care and skill and remedies for breach.
26.2 Subject to those rights, responsibility for loss depends on the breach, causation, reasonable foreseeability and reasonable steps to limit avoidable loss. These terms do not impose a blanket cap equal to the fare or an automatic exclusion of missed travel connections.
26.3 A consumer booking is for private use. Any claim for business loss must be assessed under the applicable contract and law. A refund or goodwill offer is not a full and final settlement unless a separate, informed and lawful settlement is agreed.
27 Changes to terms and remaining provisions
27.1 We may update these terms for future requests. The version supplied for an existing contract continues to apply unless a lawful change is agreed or mandatory law requires otherwise. A delay in enforcing a right does not waive it. If a provision is unenforceable, the remaining lawful provisions continue where possible.
27.2 A transfer of our business or an agreement must not unlawfully reduce your rights. This clause does not authorise an undisclosed change of transport provider or override clause 8.
28 Governing law and effective date
28.1 These terms are governed by the law of England and Wales, subject to any mandatory consumer protections and court rights applicable to you. They do not require a consumer to give up a right to bring proceedings in a court available under applicable law.
28.2 Effective date: [COMPLETE: approved publication date]. Version 1.0. Read together with the fare information supplied for your journey, GT07 and any expressly agreed additional service terms.
29 Corporate and tour bookings
29.1 Where an organisation buys transport in its own name, it is the contracting customer and its passengers are beneficiaries of the agreed journey; they do not become fare debtors merely by travelling. Where an authorised agent contracts for a named passenger, that passenger is the contracting customer. We identify the selected capacity before acceptance. Mandatory passenger rights remain unaffected.
29.2 The signed GT02 or GT03 and GT04 order govern the commercial booking-services relationship. No variation binds a Transport Provider without its authority, and no business agreement removes a passenger’s mandatory rights. A tour operator’s downstream package contract is separate from the upstream transport arrangement.