Last updated: 16 July 2026

Booking terms

These terms apply to every booking made with Sarratt Cars, whether by phone, email, or through this website. By requesting a booking you agree to the terms set out below.

1. Making a booking

• Booking requests submitted through this site are not confirmed until we call or email you back to confirm pickup time, vehicle type, and fare.
• Please provide accurate pickup, drop-off, and time details — delays caused by incorrect or incomplete information may affect your fare, your driver's availability, or result in a missed pickup.
• For advance bookings (e.g. airport runs, early starts), we recommend booking at least 24 hours ahead where possible, though we accept bookings with shorter notice subject to driver availability.
• A named contact phone number is required for every booking so your driver can reach you if needed.

2. Fares & payment

• Fares are agreed and fixed at the time of confirmation based on the pickup, drop-off, and vehicle type you provide.
• If your journey changes en route (extra stops, a different drop-off, or extra waiting time), the fare may be adjusted and will be confirmed with you by the driver before continuing.
• Payment is due to the driver at the end of the journey unless a card, account, or invoice arrangement has been agreed with us in advance.
• We accept cash and, where the vehicle is equipped, card payment — please confirm your preferred payment method when booking if it's important to you.

3. Cancellations & no-shows

• Cancellations should be made as early as possible by phone so we can reassign your driver to another customer.
• Cancellations made with reasonable notice ahead of the pickup time carry no charge.
• If a driver arrives at the agreed pickup location and waits a reasonable period with no contact or sign of the passenger, the booking may be treated as a no-show and a fare may still apply.
• We reserve the right to cancel or reschedule a booking in circumstances outside our control (e.g. severe weather, road closures, vehicle breakdown), and will always try to contact you as soon as possible if this happens.

4. Waiting time

A short period of waiting time at the pickup point is included free of charge. Extended waiting time beyond this — for example while running errands or waiting between appointments — may be charged at a rate agreed with the driver before the wait begins.

5. Luggage & passengers

• Please let us know at the time of booking if you have unusually large, heavy, or awkward luggage so we can send an appropriately sized vehicle.
• Vehicles are booked for a maximum number of passengers depending on type (up to 4 for a saloon, more for an estate or executive vehicle) — please book the right vehicle for your group size.
• Child seats are available on request with advance notice; please specify the age and number of children travelling when you book.

6. Lost property

If you believe you've left something in one of our vehicles, contact us as soon as possible with the date, approximate time, and route of your journey so we can check with the driver. While we make every reasonable effort to reunite passengers with lost property, Sarratt Cars cannot guarantee recovery and accepts no liability for items left in a vehicle.

7. Vehicle & driver standards

• All drivers are licensed by the relevant local authority, and vehicles are licensed, insured, and maintained to the required standard.
• Drivers are expected to conduct themselves professionally and courteously at all times.
• Smoking is not permitted in any of our vehicles.
• We ask passengers to treat vehicles with care; the cost of repairing any damage caused by a passenger (including from spillages, vomiting, or breakages) may be recharged to the passenger responsible.

8. Liability

Sarratt Cars carries the insurance required by law for the carriage of passengers. We are not liable for delays or losses caused by circumstances outside our reasonable control, including traffic, road closures, weather, or third-party actions. Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by our negligence.

9. Complaints

If anything about your journey falls short of what you'd expect, please get in touch using the details on our Contact Us page. We take all feedback seriously and will look into any complaint promptly and fairly.

10. Governing law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Privacy policy

This section explains what information we collect when you book with Sarratt Cars, how we use it, and your rights over it.

Information we collect

We only collect the information needed to fulfil your booking:

• Your name and contact phone number
• Pickup and drop-off locations
• Requested date and time of travel
• Any accessibility, luggage, or child-seat requirements you tell us about
• Basic technical information about your visit to this website (e.g. browser type), where collected by standard web server logs

How we use your information

• To arrange, confirm, and carry out your booking
• To contact you about your journey (e.g. driver running late, confirming pickup details)
• To follow up on lost property enquiries or complaints
• To meet our legal and regulatory obligations as a licensed private hire operator

We do not use your information for marketing, and we do not sell or share it with third parties for their own marketing purposes.

How booking requests are sent

Booking requests submitted through this website are sent by email directly to our booking team. This site does not store your booking details in a database — the information exists only in the resulting email and in our own booking records.

Data retention

We keep booking records for as long as reasonably necessary to handle any follow-up queries, complaints, or legal obligations (for example, obligations to licensing authorities), and delete or anonymise them once they're no longer needed.

Sharing your information

We only share your information with the driver assigned to your journey, so they can carry it out, and with third parties where we're legally required to (for example, a licensing authority or law enforcement request). We do not sell your information, and we do not share it with third parties for marketing.

Cookies

This website does not use tracking or advertising cookies. Any cookies used are strictly limited to what's needed for the site to function.

Your rights

You can ask us at any time to:

• Tell you what information we hold about you
• Correct any information that's inaccurate or out of date
• Delete your information, where we're not required to keep it for a legal reason

To exercise any of these rights, contact us using the details on our Contact Us page.

Changes to this policy

We may update this Terms & Privacy Policy from time to time — for example, to reflect changes in how we operate or in the law. The date at the top of this page shows when it was last updated. Continuing to book with us after a change means you accept the updated terms.