These terms apply to consumer bookings made directly with Surrey Link Transport for private hire, airport transfers and event travel. Separate written terms may apply to council, school, SEN or other contract transport.
Surrey Link Transport is a private hire operator licensed by Epsom & Ewell Borough Council (Operator No. PHO023). Our business address is Newton Court, 27–31 Chessington Road, Epsom, Surrey, KT19 9UX. You can contact us at info@surreylink.co.uk or 07736 936636.
- Bookings are subject to vehicle, driver and service availability.
- Please provide accurate pickup and drop-off addresses, dates, times, passenger numbers, luggage details, flight details and any accessibility, child-seat or other special requirements.
- An on-screen message, payment receipt or booking reference confirms that we have received your request. It does not by itself mean that the journey has been accepted.
- Your booking is confirmed only when we expressly confirm it by email, telephone, message or a confirmed status in the customer portal.
- If an online payment has been taken and we cannot accept the booking, we will refund the amount paid in full.
- Please check the confirmation carefully and tell us promptly if anything is incorrect.
- For council, school, SEN or contract work, the relevant authority’s or contract partner’s terms and instructions may take priority where they differ from these consumer booking terms.
- Prices may be fixed quotes, agreed contract rates, or mileage/time-based charges depending on the service.
- Your quote is based on the information supplied and the items shown in the price summary. A material change to the route, time, passenger count, luggage, vehicle requirement or waiting time may change the price, but we will tell you before applying an additional charge wherever reasonably possible.
- We may correct an obvious pricing or technical error before confirmation. If you do not accept the corrected price, any payment already taken for that booking will be refunded.
- Online card and wallet payments are processed by Stripe. We do not store full card details on our website.
- Where “Pay in Car” is selected, payment is due to the driver at the time of travel unless we agree otherwise in writing.
- Promotional or discount codes may have separate eligibility, expiry or usage conditions.
- Please contact us as soon as possible if you need to change or cancel a booking. A material change may require cancellation and rebooking, subject to availability.
- Cancellation charges are calculated from the scheduled pickup time and the time your cancellation request is received or submitted, not the later time when we review it.
- For return bookings, the outward and return journeys are treated separately when calculating cancellation charges.
- If the passenger does not attend, is unavailable, supplies an unusable pickup location, or we cannot make contact after reasonable attempts at the agreed pickup time, the booking may be treated as a no-show.
Any reasonable third-party costs already incurred and not recoverable by us, such as airport parking or access charges, may also be deducted or charged. We may reduce or waive a cancellation charge where we reallocate the driver or otherwise avoid some or all of the expected loss. If Surrey Link Transport cancels a confirmed booking, you will receive a full refund of the amount paid for that journey. Refunds are normally made to the original payment method; your bank or payment provider may take additional time to show the credit.
The statutory 14-day cooling-off right for many distance contracts does not normally apply to passenger transport services. Your cancellation rights are therefore the rights set out above, together with any rights you have under general consumer law.
- Any included waiting allowance and any additional waiting rate should be shown in your quote, booking confirmation or other written agreement. Parking, airport access and waiting charges caused by delay may be added where they were not already included.
- Please provide accurate flight information and tell us promptly about changes. Flight monitoring is an assistance service and does not replace the pickup time or instructions confirmed with you.
- If no usable flight details are provided, the confirmed pickup time will normally apply.
- Where a flight is substantially delayed, we will make reasonable efforts to adjust the pickup, but continued availability cannot be guaranteed and additional waiting or parking charges may apply.
- Vehicle images are illustrative. We may provide a different suitably licensed vehicle of the same or greater passenger capacity.
- We may arrange the journey using a suitably licensed driver and vehicle operating under our booking arrangements.
- You must book a vehicle suitable for the number of passengers, child seats, mobility equipment and amount of luggage. A driver may refuse unsafe or unlawful loading.
- All passengers must wear seat belts and follow reasonable safety instructions. Tell us in advance about child seats, wheelchair or mobility needs, assistance animals, medical or SEN requirements and unusual items so that suitability can be checked.
- Passenger Assistant support, personal care, medical supervision or specialist equipment is provided only where expressly agreed.
- Smoking, vaping and carrying illegal, dangerous or prohibited items are not permitted.
- Reasonable cleaning or repair costs may be charged for damage, excessive soiling or mess caused by a passenger, supported by evidence where appropriate.
- We will provide the service with reasonable care and skill.
- Journey and arrival times are estimates and can be affected by traffic, road closures, weather, accidents, airport disruption and other circumstances outside our reasonable control.
- Please allow suitable time for airport check-in, appointments and onward travel. We are not responsible for losses caused solely by events outside our reasonable control, but this does not remove any rights you have where we have failed to use reasonable care and skill.
- Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded.
- If you create an account, you are responsible for keeping your password confidential and for telling us promptly if you believe the account has been accessed without permission.
- The customer portal is provided to help you view booking information. Portal availability is not guaranteed at all times, and urgent changes should also be made by telephone or direct message.
If you have a question or complaint, contact info@surreylink.co.uk or call 07736 936636 and include your booking reference. These terms are governed by the law of England and Wales. If you are a consumer, this does not prevent you relying on any mandatory rights or bringing a claim in any court available to you under applicable law.
21 June 2026