Terms & Conditions
These Terms & Conditions apply to bookings made with Stroud Hire. By making or confirming a booking, the customer agrees to these terms.
1. Bookings
Customers are responsible for providing accurate booking information, including their full name, telephone number, collection address, destination, date and time of travel, passenger numbers, luggage requirements and any relevant flight details.
Please check all booking details carefully before confirming.
Bookings are subject to availability and are not guaranteed until accepted or confirmed by Stroud Hire.
2. Fares and additional charges
The fare quoted will normally cover the journey described at the time of booking.
Additional reasonable charges may apply where circumstances differ from those originally booked, including additional waiting time, extra stops, changes of destination, additional parking or other costs reasonably incurred in providing the journey.
Fares are per booking, not per passenger.
3. Airport departures
Customers are responsible for choosing a collection time that allows sufficient time to reach the airport and complete check-in, security and boarding requirements.
Stroud Hire will take reasonable care to complete the journey safely and on time, but journey times cannot be guaranteed because of matters outside our control, including traffic, accidents, road closures, severe weather and other disruption.
Our advice is simple: it is better to arrive with time for a coffee than to spend the journey worrying about missing your flight.
4. Airport collections and delayed flights
Where a valid flight number is provided, Stroud Hire may monitor the flight arrival time.
Customers will not normally be charged waiting time simply because the monitored flight arrives late.
Unless otherwise agreed, up to 45 minutes' waiting time is included from the recorded landing time. After this, waiting may be charged at £5 for each additional 10 minutes or part thereof, together with any additional parking costs reasonably incurred.
Customers should keep their telephone switched on after landing where possible.
5. Standard pickups and waiting time
For non-airport journeys, a reasonable grace period of up to 10 minutes may be allowed after the booked collection time.
After this, waiting may be charged at £5 for each additional 10 minutes or part thereof.
6. Customer delays and no-shows
If a customer is not ready at the agreed collection time, Stroud Hire may wait where reasonably possible, subject to waiting charges.
Where the customer cannot be contacted or does not attend the agreed collection point, the booking may be treated as a no-show and up to the full fare may remain payable, together with any reasonable costs already incurred.
7. Cancellations
Cancellation charges may apply as follows:
- More than 24 hours before the booked journey: normally no cancellation charge.
- Between 6 and 24 hours before the journey: up to 50% of the fare may be charged.
- Less than 6 hours before the journey, or once the vehicle has been dispatched: up to 100% of the fare may be charged.
- No-shows: up to 100% of the fare may be charged, together with reasonable costs already incurred.
Any refund due will be processed using the original payment method where applicable.
8. Vehicle breakdowns, accidents and unexpected disruption
Stroud Hire will take reasonable steps to complete your journey safely and reliably.
In the event of a vehicle breakdown, accident, severe traffic disruption, road closure or other unexpected event, Stroud Hire may arrange an alternative licensed operator or other reasonable onward transport where appropriate and available.
Stroud Hire cannot guarantee that an alternative vehicle will be immediately available.
9. Missed flights, trains, appointments and events
Stroud Hire will exercise reasonable care and skill in providing the booked journey.
However, Stroud Hire cannot guarantee arrival by a specific time where delays arise from circumstances outside our reasonable control.
Customers remain responsible for allowing suitable contingency time when travelling for flights, trains, appointments, events or other time-critical commitments.
10. Passenger and luggage capacity
Customers must provide accurate passenger and luggage information when booking.
The vehicle can carry up to six passengers, but available luggage space reduces when additional passenger seats are in use.
Customers travelling with larger or multiple items of luggage should contact Stroud Hire before booking to ensure the journey can be accommodated safely.
Stroud Hire may refuse to carry luggage or items that cannot be transported safely or legally.
11. Children and child seats
Stroud Hire does not provide child seats.
Customers may provide their own suitable child seat and are responsible for installing and checking it correctly.
For a confirmed return booking, Stroud Hire may store a customer-owned child seat between journeys by prior agreement and at no additional charge.
Reasonable care will be taken of any stored child seat, but customers are responsible for clearly identifying their property and collecting it at the agreed time.
12. Assistance dogs
Assistance dogs are welcome.
Customers are encouraged to mention an assistance dog when booking so that suitable arrangements can be made.
13. Passenger conduct
Stroud Hire may refuse to begin or may terminate a journey where a passenger's behaviour makes continued carriage unsafe, unlawful or unreasonable.
This includes, but is not limited to:
- threatening, abusive, aggressive or intimidating behaviour;
- violence or attempted violence;
- dangerous intoxication;
- unlawful conduct;
- deliberate or reckless damage to the vehicle;
- behaviour that puts the driver, passengers or other road users at risk; or
- any conduct that makes it unreasonable to continue the journey safely.
Where a journey is refused or terminated because of passenger conduct, the fare may remain payable and the customer may also be responsible for any reasonable cleaning, repair or other costs caused by that behaviour.
14. Smoking and vaping
Smoking and vaping are not permitted in the vehicle.
15. Cleaning and damage
Customers may be charged the reasonable cost of cleaning, repair or loss caused by excessive soiling, sickness, spillages, deliberate damage or other damage caused by a passenger.
Where the vehicle has to be taken out of service because of passenger-caused damage or excessive soiling, reasonable associated costs may also be charged where legally recoverable.
16. Lost property
Customers are responsible for their own belongings.
Stroud Hire will take reasonable steps to identify and return property found in the vehicle.
Reasonable delivery, postage or travel costs may apply where items have to be returned.
17. Payments
Payment is due before or at the time of the journey unless otherwise agreed.
Payment methods may include card, cash or another method made available by Stroud Hire.
Where card payments are used, payments may be processed through a third-party payment provider.
18. Alternative licensed operators
Stroud Hire may, where necessary, arrange for another appropriately licensed private hire operator to carry out a booking.
Where this occurs, reasonable care will be taken to use a suitably licensed and insured provider.
19. Booking records
Stroud Hire keeps booking records as required by applicable licensing rules and may record information including the passenger's name, booking time, collection point, destination, driver details and vehicle registration.
20. Personal information and privacy
Personal information is handled in accordance with the Stroud Hire Privacy Notice.
Information will only be used where reasonably necessary to manage bookings, provide services, meet legal or licensing obligations, process payments and communicate with customers.
21. Complaints
If you are unhappy with any aspect of the service, please contact Stroud Hire as soon as possible so the matter can be reviewed.
Contact details are available on the Contact Us page.
22. Liability and statutory rights
Nothing in these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited.
Stroud Hire will provide services with reasonable care and skill.
Nothing in these terms affects a customer's statutory rights.
23. Changes to these terms
Stroud Hire may update these Terms & Conditions from time to time.
The version published on the website at the time of booking will normally apply to that booking.
Last updated: August 2026