ARP Bespoke Travel Ltd
Company Number: 16945992
Registered in England and Wales
Private Hire Operator licensed by Hertsmere Borough Council

These Terms and Conditions govern all bookings and services arranged through ARP Bespoke Travel Ltd (“ARP Bespoke Travel”, “we”, “us” or “our”).

By requesting, confirming or using a service arranged by ARP Bespoke Travel Ltd, the Customer agrees to be bound by these Terms and Conditions.

Where any provision of these Terms conflicts with mandatory UK legislation or applicable licensing or regulatory requirements, the relevant legislation or regulation shall prevail to the extent required.

These Terms supersede all previous versions.

1. Definitions

“Customer” means the individual, company, travel agency, tour operator, corporate client or other organisation making, requesting or paying for a booking.

“Passenger” or “Guest” means any person travelling under a booking.

“Operator” means ARP Bespoke Travel Ltd in its capacity as a licensed Private Hire Operator.

“Driver” or “Chauffeur” means a professional driver appropriately licensed by the relevant UK licensing authority and operating an appropriately licensed private hire vehicle.

“Partner Operator” means another appropriately licensed UK Private Hire Operator to whom a booking may lawfully be subcontracted, referred or otherwise allocated.

“International B2B Customer” means a business customer established outside the United Kingdom purchasing qualifying services for business purposes.

“Transportation Service” means the physical carriage of passengers by an appropriately licensed Driver, Chauffeur or Partner Operator.

“Travel Services” may include booking administration, itinerary coordination, ground transportation arrangements, chauffeur services, tours, logistics, travel coordination and other services agreed with the Customer.

“Quotation” means the price and service specification provided by ARP Bespoke Travel Ltd by email, booking system, invoice or other written communication.

“Luggage and Personal Items” means luggage, suitcases, bags and any other personal belongings belonging to a Passenger.

2. Bookings and Contractual Structure

2.1 Booking Acceptance

All bookings are subject to availability and are considered confirmed only when accepted by ARP Bespoke Travel Ltd.

Bookings may be accepted through our authorised booking channels, including our website, email, telephone or approved booking systems.

Drivers are not authorised to accept private hire bookings directly on behalf of ARP Bespoke Travel Ltd.

2.2 Private Hire Operator Responsibilities

ARP Bespoke Travel Ltd is a Private Hire Operator licensed by Hertsmere Borough Council.

Where ARP Bespoke Travel Ltd accepts a private hire booking for which it acts as the licensed Operator, it remains responsible for the duties imposed upon it under applicable private hire legislation, the conditions of its operator licence and requirements of the relevant licensing authority.

These responsibilities may include:

• accepting and recording bookings;
• allocating appropriately licensed Drivers, vehicles or Partner Operators;
• administering and managing bookings;
• communicating relevant booking information;
• maintaining records as required by law or licensing conditions; and
• complying with applicable private hire licensing and regulatory requirements.

2.3 Transportation Supplier and Agency Arrangements

Where legally and commercially applicable, ARP Bespoke Travel Ltd may act as a disclosed booking, administration and payment agent for an independent Driver or Partner Operator providing the Transportation Service.

In such circumstances, the Driver or Partner Operator may be the commercial supplier of the relevant Transportation Service, while ARP Bespoke Travel Ltd provides booking, coordination, administration and regulatory services as applicable.

Nothing in these Terms is intended to remove, restrict or transfer any statutory or regulatory responsibility that applicable legislation or licensing conditions place directly upon ARP Bespoke Travel Ltd as the licensed Private Hire Operator.

2.4 Collection of Fares

Where ARP Bespoke Travel Ltd acts as a disclosed agent, payments may be collected by ARP Bespoke Travel Ltd on behalf of the relevant Driver or Partner Operator.

ARP Bespoke Travel Ltd may retain an agreed commission, booking fee, management fee or administration charge and account to the Driver or Partner Operator for the balance in accordance with the relevant commercial arrangement.

3. VAT and International B2B Services

3.1 General VAT Position

Prices quoted by ARP Bespoke Travel Ltd are exclusive of VAT unless expressly stated otherwise.

VAT will be charged at the applicable rate where required by UK law.

The VAT treatment of each transaction will depend upon the nature of the service supplied, the contractual relationship between the parties, the place of supply and the VAT status and establishment of the Customer.

3.2 Agency Arrangements

Where ARP Bespoke Travel Ltd acts as a genuine disclosed agent for a Driver or Partner Operator, VAT will be accounted for in accordance with applicable UK VAT legislation and HMRC guidance.

The VAT treatment of ARP Bespoke Travel Ltd’s commission, booking fee, management fee or administration fee will be determined separately from the underlying Transportation Service where required by law.

3.3 International Business Customers

ARP Bespoke Travel Ltd provides services to businesses, travel agencies, tour operators and corporate clients both within and outside the United Kingdom.

Where services are supplied to a business customer established outside the United Kingdom, the VAT treatment will be determined in accordance with the applicable UK place-of-supply rules.

Where a qualifying international B2B service is treated as supplied outside the United Kingdom for UK VAT purposes, UK VAT may not be charged and the invoice may instead be treated as outside the scope of UK VAT, subject to applicable legislation and any reverse-charge requirements.

3.4 Evidence of Business Status

International Customers requesting B2B VAT treatment may be required to provide reasonable evidence that they are acting in a business capacity and are established outside the United Kingdom.

This may include company registration details, business address, VAT or tax registration number where applicable, corporate website, written confirmation of business status or other reasonable commercial evidence.

ARP Bespoke Travel Ltd reserves the right to charge UK VAT where sufficient evidence has not been provided or where UK VAT is otherwise required by law.

3.5 No Automatic VAT Exemption

A Customer being established outside the United Kingdom does not automatically make a service exempt from UK VAT.

The applicable VAT treatment depends upon the nature and circumstances of the particular supply. ARP Bespoke Travel Ltd will apply the VAT treatment required by UK law.

3.6 Changes in VAT Law

If UK legislation, HMRC guidance or applicable case law changes the VAT treatment of any service provided or arranged by ARP Bespoke Travel Ltd, the Company reserves the right to amend its invoicing and VAT treatment from the date on which such change becomes applicable.

4. Passengers and Luggage

4.1 Bookings Made on Behalf of Passengers

A Customer may make a booking on behalf of one or more Passengers.

The Customer is responsible for ensuring that all Passengers travelling under the booking are aware of and comply with these Terms.

4.2 Passenger Conduct

Passengers must behave in a safe, lawful and respectful manner.

A Driver may refuse to commence or continue a journey where there are reasonable grounds to believe that a Passenger presents a danger, behaves in an abusive, threatening or violent manner, is excessively intoxicated, is committing an unlawful act or creates a serious safety risk.

4.3 Damage and Cleaning

The Customer will be responsible for reasonable costs arising from damage or excessive soiling caused by a Passenger, including specialist cleaning, repairs and reasonable vehicle downtime.

4.4 Luggage

Passengers are responsible for ensuring that the amount and size of luggage are suitable for the vehicle booked.

ARP Bespoke Travel Ltd should be informed in advance of unusually large, heavy or excessive luggage.

Passengers remain responsible for their personal belongings and should check the vehicle carefully at the end of their journey.

Nothing in this clause excludes liability where such liability cannot lawfully be excluded.

4.5 Lost Property

Any property found in a vehicle will be handled in accordance with applicable licensing requirements and our Lost Property procedures.

Where reasonably possible, ARP Bespoke Travel Ltd will assist Customers in locating items left behind.

Collection or delivery costs may apply where a Driver is required to return an item.

5. Waiting Time

5.1 Standard Collections

Unless otherwise stated in the Quotation, up to 10 minutes of complimentary waiting time is included for standard collections.

After this period, additional waiting time may be charged at the applicable rate.

5.2 Airports, Seaports and International Terminals

For airport, seaport and international terminal collections, up to 30 minutes of complimentary waiting time is included from the agreed or monitored arrival time, unless otherwise stated in the booking confirmation.

Additional waiting time will be charged according to the applicable rate.

Where flight, train or vessel information has been provided, ARP Bespoke Travel Ltd may monitor the relevant arrival information and adjust the collection time where reasonably possible.

6. Children and Minors

ARP Bespoke Travel Ltd will not knowingly arrange for a child under the age of 14 to travel alone unless expressly agreed in advance and permitted by applicable licensing and safeguarding requirements.

Where a child seat is requested, the Customer must provide accurate information regarding the child’s age and requirements.

Availability of a particular child-seat configuration should be confirmed at the time of booking.

7. Assistance Dogs and Animals

Assistance dogs will be carried in accordance with applicable UK law.

Other animals may only be transported with prior approval from ARP Bespoke Travel Ltd and may be subject to vehicle suitability and additional conditions.

8. Routes, Delays and Journey Times

Unless a particular route has been expressly agreed in advance, the Driver may select the route considered reasonably appropriate taking into account traffic, road closures, safety and prevailing conditions.

Journey times are estimates only.

ARP Bespoke Travel Ltd cannot guarantee arrival times where delays arise from circumstances beyond reasonable control, including traffic congestion, accidents, road closures, severe weather, security incidents or other external events.

Customers are responsible for allowing sufficient travelling time for flights, trains, appointments and other time-sensitive arrangements.

Nothing in these Terms excludes liability that cannot lawfully be excluded.

9. Commencement and Completion of Service

Unless otherwise agreed, a Transportation Service begins when the allocated vehicle arrives at the agreed collection point at the scheduled time and ends when the Passenger has been delivered to the agreed final destination.

Additional stops, waiting time, itinerary changes or extensions requested during the Service may result in additional charges.

10. Subcontracting and Partner Operators

ARP Bespoke Travel Ltd may use appropriately licensed Drivers and, where permitted by applicable law and licensing requirements, may subcontract or refer bookings to appropriately licensed UK Partner Operators.

Drivers, vehicles and Partner Operators used in connection with a booking must hold the licences and authorisations required by the relevant UK licensing authority.

Where a Partner Operator is used, relevant Customer and Passenger information may be provided to that operator to the extent reasonably necessary to perform the booking.

11. Prices, Invoices and Payment

Prices will be based upon the written Quotation, agreed Price List or booking confirmation.

Unless expressly stated otherwise:

• prices are exclusive of VAT;
• VAT will be added where applicable;
• invoices are payable within 15 days of the invoice date; and
• invoice queries should be raised within 7 days of receipt.

Additional charges may apply for waiting time, additional hours, parking, tolls, congestion charges, airport charges, additional stops, itinerary changes or other services not included in the original Quotation.

For qualifying business-to-business transactions, late payments may be subject to statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable.

12. Cancellations

Unless different cancellation terms have been expressly agreed in writing, the following cancellation policy applies:

• More than 28 days before collection: No cancellation charge.
• Between 14 and 28 days before collection: 25% of the quoted Service price.
• Between 72 hours and 14 days before collection: 50% of the quoted Service price.
• Less than 72 hours before collection: 100% of the quoted Service price.

12.1 Cancellation After Vehicle Dispatch

Where a vehicle has already been dispatched before a booking is cancelled, ARP Bespoke Travel Ltd may charge the applicable cancellation fee together with reasonable costs already incurred.

Where ARP Bespoke Travel Ltd is acting as an agent for the Driver or Partner Operator, the relevant cancellation payment may be collected on behalf of that Driver or Partner Operator.

12.2 No-Show

Where the Passenger fails to attend the agreed collection point and cannot reasonably be contacted, the booking may be treated as a cancellation or no-show and up to 100% of the agreed price may become payable.

13. Liability

ARP Bespoke Travel Ltd will perform its booking, coordination, administrative and regulatory responsibilities with reasonable care and skill.

Where an independent Driver or Partner Operator is the commercial supplier of a Transportation Service, that supplier is responsible for the proper performance of that service to the extent provided by law.

ARP Bespoke Travel Ltd will not be responsible for indirect or consequential losses arising from circumstances outside its reasonable control.

Nothing in these Terms shall exclude or restrict liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, statutory rights that cannot lawfully be excluded, or any other liability that cannot legally be limited or excluded.

14. Events Outside Our Control

ARP Bespoke Travel Ltd will not be liable for failure or delay caused by events reasonably beyond its control, including severe weather, road closures, major traffic incidents, strikes, public emergencies, security incidents, airport disruption or government restrictions.

Where reasonably possible, we will endeavour to minimise disruption and assist the Customer with alternative arrangements.

15. Claims and Complaints

Any complaint concerning a booking should be submitted to ARP Bespoke Travel Ltd as soon as reasonably practicable with sufficient information for the matter to be investigated.

Where a complaint relates specifically to a Transportation Service supplied commercially by an independent Driver or Partner Operator, ARP Bespoke Travel Ltd may refer the matter to the relevant supplier and assist in facilitating communication.

Nothing in these Terms affects the Customer’s statutory rights.

16. Data Protection

ARP Bespoke Travel Ltd processes personal information in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

Customer and Passenger information may be shared with Drivers, Partner Operators and other service providers where reasonably necessary for the administration and performance of a booking, compliance with legal requirements or other purposes described in our Privacy Policy.

17. Variation of Terms

No Driver, Chauffeur, contractor or other third party has authority to alter these Terms on behalf of ARP Bespoke Travel Ltd.

Any material variation must be agreed in writing by an authorised representative of ARP Bespoke Travel Ltd.

18. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be modified or removed only to the minimum extent necessary.

The remaining provisions will continue in full force and effect.

19. Third-Party Rights

Unless expressly stated otherwise, a person who is not a party to the relevant contract shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these Terms.

20. Governing Law and Jurisdiction

These Terms and any contractual relationship arising from a booking are governed by the laws of England and Wales.

Subject to any mandatory consumer rights concerning jurisdiction, disputes shall be subject to the jurisdiction of the courts of England and Wales.