Terms and Conditions
Last update:
Sep 1, 2025
Introduction
These Terms and Conditions are designed to demonstrate compliance with the requirements outlined under Regulations 9(14) of the Private Hire Vehicles (London) Act 1998, ensuring that our business meets the contractual obligations and responsibilities as a London PHV operator.
Contractual Relationship
2.1 Acceptance of Booking
When you place a booking via our platform - whether through our website, by phone - a contract is formed between you and Jacob Miles for the provision of private hire vehicle services. As the operator, we are responsible for accepting your booking and delivering the transportation services (referred to as 'the Journey')
2.2 Provision of Transportation Services
By making a booking, you enter into a contract that commits us to delivering the transportation services outlined in your booking confirmation. This includes supplying a licensed driver and vehicle to complete the Journey.
2.3 Operator's Responsibility
We, as the Operator, take full responsibility for the Journey - from the time your booking is accepted until the journey is completed. The driver assigned to you operates on our behalf to deliver the transportation services.
3. Fares and Payments
3.1 Fare Collection
The cost of your Journey is set at the time of your booking and calculated according to our standard pricing structure. We collect payment for the Journey in advance.
3.2 Receipt and Invoicing
Once the Journey is completed, you will be provided with a receipt outlining the fare and any applicable additional charges. For corporate accounts or where a written agreement is in place, an invoice may be issued under the agreed-upon terms.
Cancellations and Amendments
4.1 Cancellation Policy
Cancellations can only be made by Jacob Miles Ltd. Suppose we must cancel your booking for any reason. In that case, we will inform you at the earliest opportunity and offer an alternative arrangement or a full refund, depending on the circumstances.
Liability and Insurance
5.1 Operator's Liability
Jacob Miles Ltd accepts full responsibility for the transportation services delivered under these terms, including any liability resulting from the conduct of our drivers during the Journey. However, we are not liable for any losses that were not reasonably foreseeable when the contract was formed, nor for any indirect or consequential damages.
5.2 Insurance Cover
We carry all legally required insurance to cover liabilities related to the provision of private hire vehicle services. This includes public liability Insurance and any additional coverage required under Transport for London (TfL) regulations.
Customer Obligations
6.1 Accurate Information
It is your responsibility to ensure that all information provided at the time of the booking is accurate, including the correct pick-up and drop-off addresses, contact details, and any specific requirements.
6.2 Compliance with Laws
You are required to adhere to all relevant laws and regulations throughout the Journey, including local traffic rules and any applicable health and safety guidelines.
Amendments to These Terms
7.1 Retaining the Right
Jacob Miles Ltd retains the right to update these terms periodically to reflect legal, regulatory, or operational changes. Any updates will be published on our website and, where necessary, communicated to you via email.
Complaints and Dispute Resolution
8.1 Feedback
If you have any feedback, concerns, or complaints about our services, please reach out to our customer support team at bookings@jacobmiles.co.uk. We are committed to responding promptly and working towards a fair and amicable resolution.
Compliance with Regulation 9(14) and Other Requirements
Defined Responsibility: Jacob Miles Ltd is explicitly identified as the party responsible for accepting bookings and delivering the transportation services, making it clear to passengers that the contract is directly with us as the Operator.
Clear Contract Terms: These Terms outline that a contract is formed between the passenger and Jacob Miles Ltd at the point of booking, encompassing both the reservation and the delivery of transportation services.
Fare Collection: It is clearly stated that all fare payments are handled exclusively by Jacob Miles Ltd.
Cancellation Rights: The Terms specify that the authority to cancel a booking rests solely with Jacob Miles Ltd.
Liability: We affirm that Jacob Miles Ltd accepts responsibility for the transportation services delivered in line with Regulation 9(14)
Purchase Services
By making a booking through our website, by phone, or via email, you confirm that you are over 18 years of age and legally entitled to enter into binding contracts.
Reservations
The Jacob Miles reservation team is available around the clock to assist you. While we aim to exceed your expectations at all times, please allow at least 24 hours' notice to ensure your chauffeured vehicle is properly prepared for your journey.
All prices are quoted in GBP, with the hire commencing from our premises and concluding at the designated drop-off location, except for journeys to or from certain destinations or those covered by a fixed charge.
To request a quote or complete a booking with our booking team, you should provide your full name, contact number, and email address.
12. Online Bookings
All online bookings require the approval of Jacob Miles Ltd. Occasionally, errors may arise due to inaccuracies in online maps or fare calculations. In cases where a booking is incorrectly quoted, Jacob Miles Ltd reserves the right to cancel the booking or refund the amount charged. If the booking has already been confirmed and your credit card charged, Jacob Miles Ltd will promptly issue a credit for the incorrect amount or, if necessary, provide a full refund.
Jacob Miles Ltd is not liable for any typographical errors and strives to ensure the accuracy of all information presented in our brochures and on our website. However, the documents and images on this site may contain technical inaccuracies or typographical mistakes. Jacob Miles Ltd does not guarantee the accuracy or suitability of the information and visuals provided. All content is offered "as is", without any form of warranty.
Jacob Miles Ltd requires at least 24 hours' notice for all online bookings. If you wish to make a booking with less than 24 hours' notice, please contact or bookings team directly on +44 (0)20 3553 3333.
Online quotes are valid for UK travel only. If you need to travel to Europe, please call our reservations team. All bookings scheduled between 23:30- 04:40 are subject to a 50% additional charge.
Online bookings do not account for public or Bank holidays, including Christmas Day and New Year's Eve, during which a 50% surcharge will apply.
Any refunds issued will cover the full amount paid, excluding any credit card processing fees.
Single & Return Journeys
Returned journeys booked for any special occasion or sports event will be charged a waiting time from drop-off till pick-up time, plus car park charges. Single journeys and events like concerts and the above are subject to additional charges.
14. Waiting Times
Quotes for journeys collecting from UK airports include 60 minutes of complimentary waiting time. All other journeys include 10 minutes of complimentary waiting time. Once time has elapsed, you will be charged for every additional 15-minute increment. We reserve the right to charge to any credit or debit card provided at the time of booking.
Payments
All charges specified herein and in the current tariff published by the company are payable in advance, except where the client has an account with Jacob Miles Ltd. The credit or debit card you provide when making the booking will be charged for any additional charges, eg, waiting time, parking charges.
Credit card payments are subject to a non-refundable 2% surcharge. Debit cards have NO charge. All quotes are inclusive of 20% VAT unless specifically stated otherwise. Your booking may be subject to additional waiting time and car park charges. The charge on your credit/debit card statement will be shown as Jacob Miles Ltd. Rates are subject to change at any time without prior written notice.
Cancellations and Refunds Policy
All bookings (excluding wedding-related bookings) cancellations or amendments must be made and acknowledged by Jacob Miles Ltd 24 hours before the scheduled pickup time. Otherwise, Jacob Miles Ltd reserves the right to charge for the full amount. This also applies to bookings that are made within 24 hours of the pick-up time.
For wedding-related bookings, 7 days' notice must be provided to cancel wedding bookings. If wedding cancellations are not made within 7 days, 50% of the booking fee will be charged. If wedding cancellations are made less than 48 hours before the booking date, the full amount will be charged. If cancellation is made and acknowledged by Jacob Miles Ltd 12 hours before the booking is scheduled, Jacob Miles Ltd will refund the full amount charged to the debit or credit card used to make the booking. Please note that credit card charges are not refundable.
Single journeys within London (excluding airport transfers) are subject to a 2-hour FREE cancellation or amendment policy. Hourly bookings within London are subject to a 12-hour FREE cancellation or amendment policy.
Airport transfers are subject to a strictly 12-hour FREE cancellation or amendment policy. Bookings scheduled from outside London are subject to a 24-hour cancellation or amendment policy.
Booking amendments made less than 2 hours before the same or different date, a minimum fare for the relevant vehicle will apply.
Multiple Vehicle Bookings
Bookings involving two or more vehicles or multi-day hire with less than 7 days and more than 24 hours' notice, a 50% cancellation charge for each vehicle will be applied. Less than 24 hours' notice 100% cancellation fee will be charged.
No Show Policy
If the customer fails to show at the designated location for which a reservation has been made and a confirmation sent out, all monies paid will be non-refundable.
Luggage
A reasonable amount of ordinary passenger luggage is permitted. But luggage not stated in advance, which in the opinion of the chauffeur, amounts to an excessive weight, will not be accommodated.
Driving
Our chauffeurs will drive at reasonable speeds according to their judgment of the prevailing road and traffic conditions at the time. When a hirer desires to travel to a particular destination, the driver will, unless specifically otherwise instructed, travel by the route which, in the chauffeur's opinion, is the best and most convenient, unless a particular route is requested at the time of booking.
Fleet Categories
Mercedes E Class, Mercedes V Class, Mercedes S Class, Range Rover Autobiography, Bentley Mulsanne and Rolls-Royce Ghost.
Jacob Miles Ltd reserves the right to change vehicles before the start of a journey based on availability without prior notice, if a vehicle that was previously requested is unavailable or if there is a risk of a driver not making it on time for the pick up.
Jacob Miles Ltd will guarantee the vehicle category chosen by you, but not the make or colour of the vehicle.
22. Fitness to Travel
Passengers who appear to be under the influence of alcohol or drugs, and whose behaviour is deemed threatening or unsafe to the chauffeur, vehicle, or other passengers, may be denied service. In such cases, our standard cancellation policy will still apply.
Child Seats
Child seat requests must be made at the time of booking. While we will do our best to accommodate all requests, the inability to provide a child seat does not constitute a breach of contract.
24. Objects Left Behind
No liability is assumed for objects misplaced or forgotten in the vehicle.
FINAL PROVISIONS
These Terms and Conditions constitute the entire agreement between Jacob Miles Ltd and the user for the contractually agreed services. There are no indemnification agreements. Any amendments or additions to this Agreement must be made in writing to be valid. These Terms are governed by the laws of England and Wales, and any disputes arising shall fall under the exclusive jurisdiction of the courts of England and Wales.
If you have any questions or concerns regarding these Terms and Conditions, please contact us:
Email: bookings@jacobmiles.co.uk
Address: 220 East Lane, Wembley, London, HA0 3LF