Terms & Conditions

Effective Date

27/06/2025

Business Name

M.L.K. Padget trading as Abbey Cars.

Business Address & Contact Details

The address of our headquarters and booking office in Oxfordshire is withheld, as it forms part of a residential address. If you need to contact us you can write to us at our business service address:
 Abbey Cars, Unit 148040, PO Box 7169, Poole, Dorset BH15 9EL. Data Controller: M.L.K. Padget (Owner). Contact Email: info@abbeycars.uk. Phone: 01235 428895.

1. Introduction

These Terms & Conditions govern the use of private-hire taxi services provided by Abbey Cars (“we”, “us”, “our”). By using our website, online booking form, or booking via other methods of communication (phone, email, etc.), or using our services, the customer and/or any passengers the customer books for (“you”, “your”) agree to be bound by these Terms & Conditions.

2. Service Provision

2.1. Our services are provided subject to availability and in accordance with the licensing requirements of the Vale of White Horse District Council in the United Kingdom.

2.2. All bookings must be made in advance. Bookings made through the online booking form on our website will have the initial status: ‘Received – Pending Review’ until the operator has reviewed the details and either confirmed or rejected the booking. Once confirmed or rejected, details will be provided to you by email.

2.3. If your booking is rejected, we will send you an email and provide you with 3 options:

  1. We can try to subcontract your booking to another licensed female driver.
  2. We can try to subcontract your booking to another licensed driver (no preference for male or female).
  3. We can cancel your booking and refund the full amount to your original payment method.

If you choose option 1 or 2 and we are unable to subcontract your booking, we will let you know by email and we will cancel your booking and refund the full amount to your original payment method.

2.4. If your booking is confirmed, the driver will arrive at the designated pick-up location at the agreed time, although we cannot be held responsible for delays due to traffic or other unforeseen circumstances. All reasonable efforts will be made to keep you informed of any delay.

3. Booking and Charges

3.1. Prices are calculated based on our Price List and any additional customer requirements.

3.2. Additional charges may apply for waiting time, parking charges, drop-off fees and tolls. Any such charges will be payable at the end of your journey.

3.3. Bookings made through third-party platforms or apps may be subject to their additional terms and charges.

3.4. All bookings must be paid for in advance by credit or debit card. Any additional charges can be paid for in the vehicle by credit card, debit card or cash. Our drivers do not carry a cash float in the vehicle, so they are unable to provide change. If you choose to pay any additional charges with cash, the amount will be rounded up to the nearest monetary denomination (coins or notes) you have available. No change will be given.

4. Passenger Conduct

4.1. You are expected to behave in a safe, respectful, and lawful manner.

4.2. The driver reserves the right to refuse transport to any passenger who is violent, intoxicated, abusive, or poses a safety risk.

4.3. Smoking, vaping, and consuming alcohol or illegal drugs is strictly prohibited in all vehicles.

4.4. If you (or a passenger you booked for) soil the vehicle with food, drinks or any other substances, you will be liable to pay a cleaning fee up to the maximum amount of £150 set by Vale of White Horse District Council. If you (or a passenger you booked for) soil the vehicle with any bodily fluids (urine, faeces, vomit, etc.) you will be liable to pay the maximum fee.

5. Luggage and Personal Belongings

5.1. You are responsible for your own luggage and belongings.

5.2. We accept no liability for loss or damage to items left in the vehicle.

5.3. Any items found will be held for a reasonable period and may be collected by appointment.

6. Vehicle and Passenger Safety

6.1. Seat belts must be worn by all passengers at all times.

6.2. Children and infants must be secured in appropriate child seats supplied by you, unless otherwise agreed at the time of booking. We have 1 high-back baby/child seat and 1 backless booster cushion available (please click here for more information). Please note, these seats are not normally kept in the vehicle, so must be pre-booked in advance.

6.3. Our vehicles are maintained in accordance with applicable safety and regulatory standards.

7. Liability and Insurance

7.1. We accept no liability for any indirect or consequential loss arising from delays, missed connections, or service disruptions.

7.2. Our liability is limited to the extent of the value of the fare paid.

7.3. All our vehicles are fully insured in accordance with UK regulations. However, this insurance does not cover personal belongings or acts of negligence by the customer.

8. Waiting Time and No-Show Policy

Please refer to our Price List and Cancellation & Refund Policy.

9. Subcontracting Policy

9.1. Purpose

This policy outlines our position on subcontracting private-hire bookings to other licensed operators or drivers, with specific reference to driver gender, vehicle type, and service standards.

9.2. Policy Statement

We are dedicated to offering a safe, professional, and comfortable private-hire service, operated by licensed female drivers. Our standard vehicle is the Škoda Octavia estate car, chosen for its spaciousness and suitability for our customers’ typical needs. However, in some circumstances, we may need to subcontract a booking to another licensed private-hire driver or operator using a vehicle of a different type.

9.3. Licensing and Legal Compliance

All subcontracted drivers and operators must be fully licensed by their respective local authorities and must comply with section 55 of the Local Government (Miscellaneous Provisions) Act 1976. Vehicles used must also meet local licensing standards.

9.4. Driver Gender

As a female owned and operated business, one of our unique selling points is to provide a safe and comfortable option for those who may not always feel immediately safe when travelling, such as:

  • Those who may have experienced trauma
  • Those who for cultural or religious reasons may prefer a female driver
  • Members of the LGBTQIA+ community
  • Any other vulnerable members of society

Under the Equality Act 2010, our policy of providing female drivers wherever possible is justified as a proportionate means of achieving a legitimate aim.

Subcontracting a booking to a male driver will therefore only occur when:

  • No suitable female driver is available
  • Demand exceeds the availability of our female drivers
  • You tell us that you have no preference for a female driver
  • Or in urgent or unforeseen operational circumstances.

You will be informed if a male driver is assigned to your booking, and you may decline the journey.

9.5. Vehicle Type

Our primary vehicle is an estate car. In cases of subcontracting, the replacement vehicle may differ in type (e.g. saloon, hatchback, MPV). We aim to ensure similar standards of space and comfort, although exact matches cannot always be guaranteed. You will be informed in advance if a vehicle of a different type is being dispatched, and you may decline the journey.

9.6. Service Standards

All subcontracted drivers and vehicles must reflect our high standards for cleanliness, safety, punctuality, and professionalism. Partnered operators will be carefully selected and vetted to ensure they uphold our service values.

9.7. Record-Keeping & Compliance

Full details of any subcontracted journey – including driver and vehicle licence details – will be recorded in accordance with local licensing regulations and made available to the licensing authority upon request.

9.8. Review

This policy will be reviewed at least annually, or sooner if required by changes in law, customer feedback, or operational needs.

10. Complaints Procedure

We are committed to providing a safe, professional, and reliable service. If you are dissatisfied with any aspect of our service, we welcome your feedback and will do our best to resolve the issue promptly and fairly.

10.1. How to Make a Complaint

You can submit a complaint via the following methods:

  • Email: info@abbeycars.uk
  • Phone: 01235 428895
  • Post: Abbey Cars, Unit 148040, PO Box 7169, Poole, Dorset BH15 9EL

Please include:

  • Your full name and contact details
  • Date and time of the incident
  • Booking reference (if applicable)
  • Details of the complaint

10.2. Acknowledgement

We will acknowledge your complaint within 2 working days of receipt.

10.3. Investigation

A senior manager will review your complaint, gather any relevant information (including journey logs, GPS data and interior vehicle video/audio recordings), and if necessary, speak with the driver or other parties involved.

10.4. Response

We aim to provide a full response within 7 working days. If more time is needed, we will inform you and provide an updated timescale.

10.5. Escalation

If you are not satisfied with the outcome, you may raise the matter with the taxi licensing team at the Vale of White Horse District Council: licensing.unit@whitehorsedc.gov.uk.

10.6. Continuous Improvement

All complaints are recorded and monitored to help us improve our service.

11. Amendments to the Terms

11.1. We reserve the right to update or modify these Terms & Conditions at any time.

11.2. Updated versions will be posted on our website and will be effective immediately upon publication.

12. Governing Law

12.1. These Terms & Conditions shall be governed and interpreted in accordance with the laws of England and Wales.

12.2. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.

For questions about these Terms & Conditions please contact us by email: info@abbeycars.uk or phone: 01235 428895.