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Terms And Condition

See how Crowfly Cars makes running your transport company simple and easy.

 

CROWFLY

FULL TERMS AND CONDITIONS OF SERVICE

Crowfly Cars / Crowfly Group of Businesses
Version: September 2026

These Terms and Conditions (“Terms”) govern bookings, transport services and associated services provided or arranged by Crowfly, including services operated under Crowfly Cars and other Crowfly brands, trading names and services.

Throughout these Terms, “Crowfly”, “we”, “us” and “our” refer to the applicable Crowfly service or business operation.

These Terms apply to bookings and services requested through our authorised websites, mobile applications, telephone services, WhatsApp, email, offices, approved corporate accounts and any other booking channel authorised by Crowfly.

By requesting a booking and subsequently having that booking accepted and confirmed by Crowfly, the customer agrees to these Terms together with the confirmed booking details and any specific conditions expressly agreed for that booking.

Nothing in these Terms excludes or restricts statutory consumer rights that cannot lawfully be excluded.

PART 1 – CROWFLY SERVICES

1. Crowfly

Crowfly operates passenger transport and other services under the Crowfly brand and Crowfly Group of Businesses.

2. Crowfly Cars

Crowfly Cars provides and/or arranges pre-booked private hire passenger transport.

Services may include:

  • local private hire;

  • airport transfers;

  • airport pickups;

  • airport drop-offs;

  • airport Meet & Greet;

  • executive transport;

  • corporate transport;

  • business travel;

  • London transfers;

  • railway station transfers;

  • long-distance journeys;

  • hospital and appointment transport;

  • school and education-related transport;

  • wedding transport;

  • event transport;

  • 6, 7 and 8-seater vehicles;

  • passenger assistance where agreed; and

  • other pre-booked transport services.

3. Crowfly Group of Businesses

The Crowfly Group of Businesses may provide other services including:

  • courier and delivery services;

  • Crowfly Express services;

  • business-to-business services;

  • customer collection and delivery services;

  • retail/customer-facing services; and

  • other services introduced under the Crowfly brand.

Additional service-specific terms may apply.

PART 2 – HOW TO BOOK

4. Booking Methods

Bookings may be requested through:

  • telephone; call are recorded for Traning and compliance 

  • Crowfly’s official website;

  • authorised Crowfly mobile applications;

  • WhatsApp;

  • email;

  • a Crowfly office;

  • approved corporate/account arrangements; or

  • another authorised Crowfly booking channel.

5. Telephone Bookings

Customers may book using the current telephone number published on our official website.

Telephone booking is particularly recommended for:

  • urgent journeys;

  • journeys required within 24 hours;

  • complicated journeys;

  • multiple stops;

  • executive vehicles;

  • MPVs;

  • 6, 7 or 8-seater vehicles;

  • child/baby/booster seats;

  • substantial luggage;

  • accessibility requirements; or

  • urgent booking amendments.

6. Website Bookings

Customers may request journeys through our official online booking system.

Customers must check the information entered before submitting the booking.

7. App Bookings

Bookings made through an authorised Crowfly app remain subject to availability, pricing, acceptance and these Terms.

8. 24-Hour Advance Booking

Customers are strongly encouraged to make bookings at least:

24 HOURS BEFORE THE REQUIRED PICKUP TIME.

This is particularly important for airports, early-morning journeys, larger vehicles, executive cars, child seats, corporate journeys and long-distance services.

9. Urgent Bookings

Bookings required within 24 hours may still be accepted subject to availability.

For urgent or same-day travel:

PLEASE TELEPHONE CROWFLY DIRECTLY USING THE CURRENT NUMBER PUBLISHED ON OUR WEBSITE.

An online, email, WhatsApp or app request should not be relied upon for urgent travel until Crowfly confirms it.

10. Problems With Online Bookings

Customers should contact Crowfly if they experience:

  • website failure;

  • app failure;

  • payment problems;

  • incorrect prices;

  • mileage errors;

  • postcode/address errors;

  • wrong airport/terminal;

  • duplicate bookings;

  • missing confirmations; or

  • other technical problems.

If travel is due within 24 hours, telephone contact is strongly recommended.

11. Missing Confirmation

Customers must not assume a booking has been accepted merely because a form or payment attempt was submitted.

If a confirmation has not been received, contact Crowfly.

PART 3 – CUSTOMER BOOKING INFORMATION

12. Accurate Information

Customers must provide accurate:

  • name;

  • telephone number;

  • email;

  • pickup address;

  • destination;

  • date;

  • pickup time;

  • passenger numbers;

  • luggage;

  • flight details;

  • terminal;

  • vehicle requirements;

  • child-seat requirements;

  • accessibility requirements; and

  • additional stops.

13. Checking Your Confirmation

Customers should check their confirmation promptly and report errors.

14. Booking Changes

Changes to pickup, destination, time, date, flight, passenger numbers, luggage, vehicle, stops or other material information must be communicated to Crowfly.

Changes are not accepted until confirmed by Crowfly.

PART 4 – CONTRACT FORMATION

15. Booking Requests

Submitting a booking request does not automatically create a confirmed booking.

16. Automated Messages

An automated acknowledgement or automatically generated price does not necessarily constitute acceptance.

17. Acceptance

The booking becomes confirmed when Crowfly accepts it through an authorised booking process.

PART 5 – PRIVATE HIRE PRICING

18. Crowfly Pricing

Crowfly determines its private hire pricing.

Prices may take account of:

  • distance;

  • estimated duration;

  • vehicle;

  • date;

  • time;

  • passengers;

  • luggage;

  • waiting;

  • stops;

  • airport charges;

  • parking;

  • tolls;

  • congestion/road charges;

  • demand;

  • operating costs; and

  • other service requirements.

19. Minimum Fare

Unless otherwise expressly agreed:

CROWFLY’S STANDARD MINIMUM PRIVATE HIRE FARE IS £20.00.

20. General Price Changes

Crowfly may review and amend general tariffs, minimum fares, mileage rates, waiting rates and service charges for future bookings.

General prices for future bookings may change without individual advance notice.

21. Inflation

Crowfly prices may be increased or otherwise adjusted to reflect inflation and changing business costs.

22. Business Costs

Factors may include:

  • fuel;

  • electricity;

  • wages;

  • driver costs;

  • insurance;

  • vehicles;

  • vehicle finance;

  • repairs;

  • servicing;

  • tyres;

  • licensing;

  • compliance;

  • technology;

  • telecommunications;

  • payment processing;

  • rent;

  • suppliers;

  • professional services;

  • taxation; and

  • other reasonable operating costs.

A fare previously charged does not guarantee the same price for a future booking.

PART 6 – THIRD-PARTY CHARGES

23. Third-Party Costs

Third parties may independently impose or change:

  • airport charges;

  • parking;

  • tolls;

  • Congestion Charge;

  • road-user charges;

  • bridge/tunnel charges; and

  • other mandatory charges.

Crowfly does not control these tariffs.

24. Future Bookings

Where a third-party charge changes, Crowfly may update the corresponding charge for future bookings.

25. Changes After Booking

Where an unavoidable third-party charge is introduced or changed after booking, its treatment will be subject to the booking arrangements, these Terms and applicable consumer law.

PART 7 – ONLINE QUOTES AND PRICING ERRORS

26. Automated Pricing

Website/app prices may be calculated using automated mapping, mileage, address and pricing technology.

27. Pricing Errors

Errors can occur because of:

  • mapping;

  • mileage;

  • postcode;

  • address;

  • software;

  • system;

  • database;

  • tariff configuration;

  • incomplete information; or

  • data-entry errors.

28. Obvious Errors

Where an obviously incorrect price is generated before Crowfly accepts a booking, Crowfly may correct it.

For example, if a substantial airport journey incorrectly displays the £20 minimum fare because mileage failed to calculate, Crowfly is not required to accept the journey at £20.

The customer may accept the corrected price or cancel the request without charge.

29. Confirmed Fares

Once Crowfly accepts and confirms an agreed fare, Crowfly will not arbitrarily increase it.

Reasonable additional charges may nevertheless apply where the actual service materially differs or genuine additional costs arise under these Terms.

PART 8 – FEES AND PAYMENT

30. Booking/Service Fees

Crowfly may apply a 10% booking/service fee to applicable online bookings and applicable card/invoice transactions.

Mandatory fees that can be calculated in advance will be disclosed/incorporated into the presented total where required by law.

31. Payment

Crowfly may accept:

  • cash;

  • debit cards;

  • credit cards;

  • secure payment links;

  • Apple Pay;

  • Google Pay;

  • corporate accounts; and

  • authorised invoice arrangements.

Advance payment may be required.

PART 9 – AIRPORT TRANSFERS

32. Airports

Crowfly provides transfers to and from airports including Heathrow, Luton, Gatwick, Stansted, London City and other airports.

33. Flight Information

Customers must provide accurate flight number, airport and terminal information.

34. Flight Monitoring

Where valid flight details are supplied, Crowfly may monitor third-party flight information.

The accuracy of third-party flight information cannot be guaranteed.

35. Flight Changes

Customers should notify Crowfly as soon as possible of:

  • cancellations;

  • missed flights;

  • diversions;

  • flight-number changes;

  • replacement flights; and

  • terminal changes.

PART 10 – AIRPORT DROP-OFF CHARGES

36. Airport Charges

Airport operators determine their own charges.

Current standard charges include:

Heathrow

£7.00 per terminal drop-off visit.

London Luton

£9.00 for the first 12 minutes, followed by additional charges under the airport’s applicable tariff.

Gatwick

£10.00 for the first 10 minutes, followed by additional charges under the airport’s applicable tariff.

Stansted

£10.00 for up to 15 minutes, with higher charges for longer stays under the airport’s applicable tariff.

37. Changes to Airport Charges

Airport charges may change without Crowfly’s control.

Crowfly may update airport-related charges when the relevant airport changes its tariff.

The figures published by Crowfly should therefore be treated as current information rather than a permanent guarantee of the airport operator’s future tariff.

PART 11 – AIRPORT PICKUPS

38. Pickup Facilities

Drivers will use appropriate authorised airport pickup or parking facilities.

39. Heathrow Pickups

Where Heathrow rules prohibit collection from terminal drop-off areas, customers must meet the driver at the authorised collection/parking arrangement communicated by Crowfly or the driver.

PART 12 – MEET & GREET

40. Meet & Greet Service

Crowfly offers airport Meet & Greet where requested and available.

The standard Crowfly Meet & Greet service charge is:

£12.00

41. Airport Parking

The £12 Meet & Greet fee is a Crowfly service fee.

Airport parking is separate unless the booking confirmation expressly states that parking is included.

42. Meeting Point

Meeting locations may vary due to airport rules, terminal arrangements, construction, parking, security or operational requirements.

The driver/Crowfly will provide reasonable meeting instructions.

PART 13 – AIRPORT WAITING

43. Included Waiting

Airport pickups may include up to:

45 MINUTES’ FREE WAITING

subject to the confirmed booking arrangements.

44. Additional Waiting

After the applicable included waiting period:

£7.50 PER 15 MINUTES / £30.00 PER HOUR

may apply.

Additional airport parking may also be payable.

45. Significant Flight Delays

Crowfly will take reasonable steps to accommodate normal flight delays where accurate flight details were supplied.

Substantial delays may require driver reallocation and may create additional waiting or parking costs.

PART 14 – TRAFFIC, ROUTES AND DIVERSIONS

46. Journey Times

Journey times are estimates and cannot be guaranteed.

47. Ordinary Traffic

Ordinary congestion, minor delays and insignificant route variations will not normally result in an additional fixed-fare charge.

48. Exceptional Events

Journeys may be affected by:

  • road closures;

  • motorway closures;

  • accidents;

  • emergency works;

  • police incidents;

  • severe weather;

  • flooding;

  • security incidents;

  • demonstrations;

  • public events; or

  • other circumstances outside Crowfly’s reasonable control.

49. Material Diversions

Where an exceptional closure or diversion materially increases distance or journey time, a reasonable additional charge may apply for genuine additional:

  • mileage;

  • travelling time;

  • waiting;

  • tolls;

  • parking;

  • road-user charges; and

  • unavoidable costs.

50. Notification

Where reasonably practicable, Crowfly will advise the customer before a material additional charge is incurred.

Where an unexpected event occurs during the journey, the additional cost may be explained as soon as reasonably practicable.

51. Customer-Requested Changes

Additional charges may apply for:

  • additional stops;

  • destination changes;

  • pickup changes;

  • requested diversions;

  • additional waiting;

  • materially increased luggage;

  • passenger changes; or

  • vehicle upgrades.

Additional charges must reasonably relate to the additional service or cost.

PART 15 – VEHICLES

52. Vehicle Types

Crowfly may provide:

  • standard saloons;

  • executive vehicles;

  • estates;

  • electric vehicles;

  • MPVs;

  • 6-seaters;

  • 7-seaters; and

  • 8-seaters.

53. Vehicle Images

Website/app vehicle images are illustrative unless a particular vehicle has expressly been guaranteed.

54. Executive Bookings

An executive booking normally confirms an appropriate vehicle category rather than a specific make, model, colour or registration unless expressly agreed.

55. Vehicle Substitution

Crowfly may provide an appropriate replacement vehicle because of breakdown, accident, maintenance, driver availability or operational circumstances.

PART 16 – BREAKDOWNS

56. Vehicle Problems

If a vehicle suffers a breakdown or serious problem, Crowfly will take reasonable steps to arrange a replacement vehicle where practicable.

Any refund, price reduction or other remedy will depend on the circumstances and applicable consumer rights.

PART 17 – PASSENGERS AND LUGGAGE

57. Passenger Numbers

Customers must accurately declare passenger numbers.

No vehicle will knowingly carry passengers beyond its lawful capacity.

58. Luggage

Customers must tell Crowfly about substantial or unusual luggage, including:

  • suitcases;

  • pushchairs;

  • wheelchairs;

  • mobility equipment;

  • golf clubs;

  • bicycles; and

  • oversized items.

A larger/additional vehicle may be required and additional charges may apply where appropriate.

PART 18 – CHILD, BABY AND BOOSTER SEATS

59. Crowfly Child Seats

Subject to availability, Crowfly may provide:

  • baby seats;

  • child seats; and

  • booster seats

where requested sufficiently in advance and confirmed.

Customers should provide appropriate child age and other relevant information.

60. Customer’s Own Seat

Customers may provide their own suitable child restraint.

61. Applicable Taxi/Private Hire Rules

Applicable UK law provides specific exceptions concerning children travelling in licensed taxis/private hire vehicles where the appropriate restraint is unavailable.

Subject to the applicable legal requirements, children aged 3 or over may generally use an adult seat belt in the rear where the appropriate child restraint is unavailable.

Applicable taxi/private hire provisions may permit a child under 3 to travel in a rear seat without a child restraint where the appropriate restraint is unavailable.

Customers are encouraged to request an appropriate seat in advance wherever possible.

Parents/guardians remain responsible for supervising children.

PART 19 – ACCESSIBILITY

62. Accessibility Requirements

Customers should advise Crowfly of accessibility requirements when booking.

63. Assistance Dogs

Crowfly and drivers will comply with applicable legal obligations concerning assistance dogs.

64. Passenger Assistance

Reasonable assistance requirements should be communicated when booking so suitable arrangements can be considered.

PART 20 – CORPORATE SERVICES

65. Corporate Accounts

Approved corporate customers may receive account facilities, executive transport, employee/client travel and invoicing arrangements.

Separate commercial/account terms may apply.

66. Overdue Accounts

Account facilities may be suspended for overdue invoices subject to applicable agreed terms.

PART 21 – SCHOOL, HOSPITAL AND SPECIALIST JOURNEYS

67. School/Education Transport

Relevant safeguarding, assistance and passenger handover requirements should be communicated in advance.

68. Hospital/Appointments

Crowfly may provide journeys to hospitals and medical appointments.

Crowfly is not an ambulance or clinical patient-transport provider and drivers do not provide medical treatment or clinical supervision.

PART 22 – WEDDINGS AND EVENTS

69. Events

Wedding/event bookings may include specific schedules, vehicles, stops, waiting periods and return arrangements.

Additional services outside the agreed package may be charged.

PART 23 – COURIER SERVICES

70. Courier Services

Crowfly may accept courier and small-package transportation.

Customers must accurately describe the item.

71. Restricted Items

Crowfly may refuse unlawful, dangerous, hazardous, inadequately packaged or otherwise unsuitable goods.

PART 24 – CANCELLATIONS

72. Cancellation Notice

Customers should cancel as early as possible.

Unless separately agreed:

More than 24 hours before pickup: normally no cancellation charge.

Less than 24 hours: a reasonable cancellation charge may apply having regard to driver allocation, work undertaken and reasonably incurred loss.

Driver dispatched/no-show: up to the full booking price may be payable where reasonable.

Statutory rights remain unaffected.

73. Urgent Cancellations

Where travel is due within 24 hours, customers should telephone Crowfly as soon as possible.

PART 25 – NO-SHOWS

74. Passenger No-Show

A customer may be treated as a no-show where the driver attends the agreed location at the agreed time, waits for the applicable period and reasonable attempts to contact the passenger are unsuccessful.

PART 26 – PASSENGER CONDUCT

75. Behaviour

Passengers must behave lawfully and reasonably.

Drivers may refuse or terminate a journey in cases of violence, threats, serious abuse, unlawful behaviour or genuine safety risks.

76. Smoking and Vaping

Smoking and vaping are prohibited in licensed vehicles.

77. Damage

Customers may be responsible for reasonable costs arising from deliberate or negligent damage.

78. Excessive Soiling

Reasonable specialist cleaning charges may apply where excessive soiling requires specialist cleaning or prevents the vehicle from working.

79. Lost Property

Crowfly will take reasonable steps to assist with lost property.

Where a separate journey is required to return an item, a reasonable delivery/journey charge may apply.

PART 27 – DRIVERS AND SUBCONTRACTORS

80. Licensed Drivers and Vehicles

Drivers and vehicles providing regulated private hire services must hold the licences and permissions required for the relevant work.

81. Independent Drivers and Subcontractors

Where permitted, Crowfly may fulfil or arrange bookings using appropriately licensed independent drivers, subcontractors or other licensed operators.

Where applicable, Crowfly may act as a booking and/or payment agent within arrangements involving independent licensed drivers.

PART 28 – PRIVACY

82. Data Protection

Crowfly processes personal information in accordance with applicable UK data-protection requirements.

This includes, where applicable, UK GDPR, the Data Protection Act 2018 and PECR.

83. Information We May Process

This may include:

  • name;

  • telephone;

  • email;

  • journey addresses;

  • flight details;

  • booking history;

  • payment-related information;

  • account information;

  • communications;

  • complaints; and

  • marketing preferences.

84. Purposes

Information may be processed for:

  • quotations;

  • bookings;

  • driver allocation;

  • transport;

  • payments;

  • receipts;

  • customer service;

  • complaints;

  • accounting;

  • security;

  • fraud prevention;

  • legal compliance;

  • quality management; and

  • marketing where lawfully permitted.

85. Sharing Information

Information reasonably required to fulfil a booking may be shared with assigned drivers, appropriate subcontractors, licensed operators, payment providers, technology providers and other necessary service providers.

Crowfly does not sell customer information to unrelated third parties for their independent direct marketing.

PART 29 – EMAIL, SMS AND NEWSLETTERS

86. Service Communications

Crowfly may contact customers regarding bookings, driver details, arrival notifications, payments, receipts, amendments, cancellations and customer-service matters.

These are separate from marketing communications.

87. Crowfly Marketing

Where legally permitted, Crowfly may send information concerning:

  • Crowfly news;

  • monthly newsletters;

  • service developments;

  • new Crowfly services;

  • service-area developments;

  • airport services;

  • executive transport;

  • corporate transport;

  • courier services;

  • booking technology;

  • customer offers; and

  • promotions.

88. Email Marketing

Email marketing will only be undertaken where permitted under applicable requirements.

89. SMS Marketing

SMS/text marketing will only be undertaken where permitted.

90. Marketing Consent

Where consent is required, an appropriate affirmative choice will be provided.

Acceptance of these Terms alone does not constitute marketing consent where separate consent is legally required.

91. Existing Customers

Where applicable legal requirements are satisfied, Crowfly may use permitted existing-customer/soft-opt-in provisions to market Crowfly’s own similar services.

92. Opting Out

Customers may object to direct marketing at any time.

Appropriate unsubscribe/opt-out methods will be provided.

Opting out of marketing does not prevent essential booking or service communications.

93. Suppression Records

Crowfly may retain limited information necessary to record and respect a marketing opt-out.

PART 30 – CUSTOMER DATA RIGHTS

94. Rights

Depending on the circumstances, customers may have rights concerning access, correction, erasure, restriction, portability, objection and withdrawal of consent.

95. Direct Marketing Objections

Customers have the right to object to direct marketing.

96. ICO

Crowfly maintains appropriate data-protection registration/fee arrangements with the Information Commissioner’s Office where required.

PART 31 – QUALITY AND SECURITY

97. ISO 9001

Where current and within the applicable certification scope, Crowfly maintains ISO 9001 Quality Management certification.

This supports documented processes, customer focus, service monitoring, complaint handling, corrective action and continual improvement.

98. ISO/IEC 27001

Where current and within the applicable certification scope, Crowfly maintains ISO/IEC 27001 Information Security Management certification.

99. Cyber Essentials

Where current and applicable, Crowfly maintains Cyber Essentials certification.

Certifications do not constitute a guarantee that no service failure or cyber-security incident can ever occur.

100. Information Security

Crowfly uses appropriate technical and organisational measures intended to protect personal information.

Access should be limited to people and providers who reasonably require the information for authorised purposes.

PART 32 – TELEPHONE AND ELECTRONIC COMMUNICATIONS

101. Call Recording

Telephone calls may be recorded for legitimate purposes including:

  • booking verification;

  • quality assurance;

  • training;

  • security;

  • compliance;

  • complaints; and

  • dispute resolution.

102. WhatsApp and Other Platforms

Third-party communication providers may process information under their own privacy arrangements.

Crowfly processes information received by it in accordance with applicable requirements.

PART 33 – COMPLAINTS

103. Making a Complaint

Customers should provide where possible:

  • booking reference;

  • passenger name;

  • journey date;

  • details of the issue; and

  • relevant supporting information.

104. Investigation

Crowfly may examine relevant booking, journey, communication, driver and payment records.

Complaints and feedback may be used for service improvement and quality-management purposes.

PART 34 – LIABILITY AND CUSTOMER RIGHTS

105. Reasonable Care and Skill

Crowfly will provide its services with reasonable care and skill.

106. Circumstances Outside Our Reasonable Control

Services can be affected by severe weather, major road closures, airport disruption, security incidents, emergencies and other circumstances outside reasonable control.

Crowfly will take reasonable steps to minimise disruption where practicable.

107. Statutory Rights

Nothing in these Terms excludes or restricts statutory rights where doing so would be unlawful.

Nothing excludes liability that cannot lawfully be excluded.

PART 35 – CROWFLY BRAND, TRADEMARKS AND INTELLECTUAL PROPERTY

108. Crowfly Branding

The Crowfly name, Crowfly Cars name and other Crowfly names, brands, logos, designs, slogans, graphics, service names and associated brand identifiers are valuable intellectual property belonging to, licensed to or lawfully used by Crowfly.

109. Trademarks

Where a Crowfly name, logo or other mark is legally registered as a trademark, the applicable registered trademark protections apply.

Other Crowfly branding may also be protected by trademark, copyright, passing-off and other intellectual-property laws whether or not formally registered.

110. No Unauthorised Use

Crowfly brand names, trademarks, logos and other protected branding must not be copied, reproduced, modified, distributed, published, displayed or commercially exploited without Crowfly’s prior written permission, except where use is otherwise permitted by law.

This includes unauthorised use on:

  • websites;

  • domain names;

  • advertisements;

  • social media;

  • business profiles;

  • vehicles;

  • signage;

  • uniforms;

  • apps;

  • booking platforms;

  • invoices;

  • marketing;

  • printed materials; and

  • merchandise.

111. False Association

No person or organisation may use Crowfly branding in a way that falsely suggests they:

  • are Crowfly;

  • are part of the Crowfly Group;

  • are an authorised Crowfly driver;

  • are an authorised Crowfly operator;

  • are an authorised Crowfly agent;

  • are an authorised partner;

  • are sponsored by Crowfly; or

  • are endorsed by Crowfly

where no such relationship exists.

112. Drivers, Contractors and Partners

Drivers, contractors, suppliers and partners may only use Crowfly branding to the extent expressly authorised.

Permission does not transfer ownership.

When authorisation ends, the person/business must cease representing themselves as currently associated with Crowfly and stop unauthorised use of Crowfly branding.

113. Website Content

Original Crowfly website text, graphics, photographs, layouts, promotional materials and other original content may be protected by copyright and other intellectual-property rights.

They must not be commercially copied or reproduced without appropriate permission except where permitted by law.

114. Domains and Online Identities

No person may use a domain, social-media identity, business profile or digital identity to impersonate Crowfly or misleadingly suggest an official relationship with Crowfly.

115. Enforcement

Crowfly reserves the right to investigate suspected infringement, impersonation or unauthorised use and to take appropriate steps to protect its intellectual-property and brand rights.

PART 36 – GENERAL TERMS

116. Changes to Services

Crowfly may change general service areas, vehicle categories, operating arrangements and prices for future bookings.

117. Changes to Terms

Crowfly may update these Terms to reflect:

  • service developments;

  • business changes;

  • pricing changes;

  • inflation;

  • airport changes;

  • operational requirements;

  • legal/regulatory requirements;

  • privacy requirements; and

  • other reasonable developments.

A booking will normally be governed by the version applicable when the booking was accepted, subject to applicable law and any expressly agreed changes.

118. Severability

If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

119. No Waiver

Failure by Crowfly to immediately enforce a contractual right does not necessarily waive that right.

120. Governing Law

These Terms are governed by the laws of England and Wales.

Applicable consumer jurisdiction rights remain unaffected.

PART 37 – CROWFLY CONTACT INFORMATION

121. Contacting Crowfly

Customers should use the current contact details published through Crowfly’s authorised website, app or other official channels for:

  • new bookings;

  • urgent bookings;

  • amendments;

  • cancellations;

  • payments;

  • complaints;

  • privacy enquiries;

  • marketing preferences; and

  • general enquiries.

For journeys required within 24 hours or urgent booking problems:

PLEASE TELEPHONE CROWFLY DIRECTLY.

IMPORTANT CUSTOMER SUMMARY

BOOKING NOTICE

Customers are strongly encouraged to book at least 24 hours in advance.

For urgent bookings, please telephone Crowfly.

MINIMUM FARE

£20.00

MEET & GREET

Standard Crowfly airport Meet & Greet service: £12.00

Airport parking is separate unless expressly included.

AIRPORT WAITING

Up to 45 minutes’ free waiting may apply according to the booking arrangements.

Thereafter: £7.50 per 15 minutes / £30.00 per hour.

AIRPORT CHARGES

Current standard charges include:

Heathrow – £7.00
Luton – £9.00 for the first 12 minutes
Gatwick – £10.00 for the first 10 minutes
Stansted – £10.00 for up to 15 minutes

Airport operators control these charges and may change them.

CHILD SEATS

Baby seats, child seats and booster seats may be provided when requested in advance and confirmed, subject to availability.

FUTURE PRICING

General Crowfly prices may change for future bookings because of inflation, fuel/electricity, wages, insurance, vehicle costs, airport fees, supplier costs, regulatory costs and other reasonable business factors.

CONFIRMED PRICES

Crowfly will not arbitrarily increase a confirmed fare.

Reasonable additional charges may apply where the service materially changes or genuine additional costs arise in accordance with these Terms.

ROAD CLOSURES

Exceptional closures/diversions that materially increase journey distance or time may result in reasonable additional charges.

Ordinary traffic and insignificant route changes will not normally result in additional fixed-fare charges.

MARKETING

Where permitted by law, Crowfly may send newsletters, Crowfly news, service developments, offers and information about similar Crowfly services.

Customers may opt out of direct marketing.

QUALITY AND SECURITY

Where current and within the applicable certification scope, Crowfly maintains:

ISO 9001
ISO/IEC 27001
Cyber Essentials

CROWFLY BRAND

Crowfly names, logos and applicable trademarks must not be used commercially without Crowfly’s prior written permission except where otherwise permitted by law.

CROWFLY

Crowfly Cars / Crowfly Group of Businesses Fully licensed by Buckighamshire Council 

Full Terms and Conditions of Service

Version: September 2026

END OF TERMS AND CONDITIONS

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