Draft / For client review
These proposed terms are not live booking conditions. Operator details and booking policies must be confirmed before use. Bookings can only be accepted once the required operator licence is in place.
01 / From enquiry to confirmation
The website helps you prepare a journey enquiry for Roader. Preparing or sending a message does not reserve a vehicle, confirm availability or create a booking. No payment is taken through this website.
Under these proposed terms, a booking would be made directly with Roader as the contracting operator. Before you agree to it, Roader must identify the legal operator and provide the journey details, fare and applicable conditions. A booking is confirmed only when those arrangements have been agreed and Roader has provided confirmation.
Please check that confirmation and contact Roader promptly if any detail is incorrect.
02 / The details that make a journey
Provide the pickup and destination addresses, travel date, pickup time, airport and flight information where relevant, passenger numbers and luggage requirements. Include a contact number at which the lead passenger can be reached around the pickup time.
Tell Roader about additional stops, bulky luggage, child-seat requests or practical accessibility requirements before agreeing the journey. The proposed vehicle and arrangements need to suit the passengers travelling. You do not need to provide a medical diagnosis to explain practical assistance needs.
If arranging travel for another person, share the confirmed arrangements and these terms with them, and make sure you are authorised to provide their contact and journey details.
03 / Fare, inclusions & payment
The quoted fare should identify the agreed route and vehicle arrangement, what is included, any applicable taxes and any known additional charges. Payment method and timing must be agreed before the booking is confirmed.
Ask Roader to clarify airport parking, waiting, additional stops and any other potential extra cost before you accept a quote. This website does not set a standard waiting charge, cancellation fee or deposit. A charge should not be assumed from another operator’s policy.
Any later change affecting the price must be explained and agreed before the changed service is provided, subject to your statutory rights.
04 / Pickup, waiting & delays
The pickup time, meeting point and contact arrangements should be included in your confirmation. For airport collections, agree how flight information and any delay will affect the pickup, and clarify the included waiting period and any subsequent charges.
If a flight changes, you are delayed or you cannot find the driver, contact Roader on 020 3918 5988 as soon as possible. Do not assume a new pickup time or location has been accepted until it has been confirmed.
Allow suitable time for check-in and onward connections. Road conditions and airport procedures can affect journey times; estimates are not guarantees. This does not remove responsibility for providing the agreed service with reasonable care and skill.
05 / Changes, cancellations & refunds
Contact Roader with the original journey details if you need to change or cancel. Request confirmation that your message has been received. Changes depend on the arrangements that can be provided and must be agreed with you.
Any cancellation deadline, cancellation charge, no-show condition and refund arrangement must be disclosed before a booking is agreed. This draft does not introduce a fixed fee or a non-refundable period.
If Roader cannot provide an agreed journey, you should be told promptly and informed of the available remedies. Any refund or alternative arrangement must respect your statutory rights; an alternative journey requires your agreement.
06 / Vehicles, luggage & passengers
Vehicle images are illustrations of a travel category. They do not guarantee a particular make, model, colour or a vehicle owned by Roader. The actual vehicle arrangement, passenger capacity and luggage space must be confirmed for your journey.
Please discuss child seats, mobility equipment, assistance dogs and other practical requirements at enquiry stage so that suitable arrangements can be made. Nothing in these terms limits passengers’ statutory accessibility rights or permits unlawful discrimination or charges.
Passengers must follow lawful safety instructions, use seat belts where required and treat the driver and vehicle with care. Unsafe or unlawful behaviour may prevent a journey from continuing. Any proposed charge for damage must be justified and handled in accordance with applicable law.
07 / Responsibilities & your rights
Roader would be responsible for the service it agrees to provide as the contracting operator. Passengers are responsible for supplying accurate journey information and communicating changes that may affect the arrangements.
Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Your statutory consumer rights remain unaffected.
Personal information used for enquiries and journey arrangements is covered by our privacy policy.
08 / Questions, feedback & complaints
For a concern about an enquiry or journey, email bookings@roader.uk or call 020 3918 5988. You can also write to Roader, 5 Torrens Street, 3rd Floor, London EC1V 1NQ.
Please include the journey date, any booking reference you have, what happened and the outcome you are seeking. Share only the personal information needed to explain the issue. For an urgent pickup problem, call rather than relying on email.
The proposed complaints process is to acknowledge the concern, review the relevant correspondence and journey records, ask for further information where needed, and explain the outcome and any proposed remedy. If you remain dissatisfied, ask for the matter to be reviewed. This process does not prevent you from exercising your legal rights.