Welcome To Our Remediation Policy

If any mess beyond the usual expectations are left after the trip is complete, or any damage what-so-ever is caused — whether by the customer, their children, or their animals (including both pets and service animals) — fees will be charged to restore the vehicle to its pre-journey condition for the next customer. “Mess” includes stains, spills, odours, rubbish, and soiling of seats, floors, or surfaces. “Damage” includes any physical harm to any part of the vehicle interior or exterior, such as scratches, tears, or broken components, or anything else owned by either the company or the driver.

Customers will be given the opportunity to clean up any mess themselves, where practical, before charges are applied.

Charges will be assessed and invoiced within 7 days after the journey, and payment is due within 7 days of invoicing. Customers disputing remediation charges may contact us within 4 days of receiving the invoice to initiate a review.

We will use local professional services to carry out the required work, and customers are responsible for these costs. Charges vary depending on location. Receipts for any third-party work will be provided to the customer. A standard charge of £50 plus valeting cost applies where cleaning is necessary.

In the case of damage that can be remedied within 24 hours (which includes being able to get the vehicle into a garage, and the work to be completed), we charge £100 plus repair costs.

In any case of serious damage that affects any material aspect of the vehicle, including but not limited to damage affecting vehicle safety, road worthiness, or the general ability to generate income – £100 a day will be charged to compensate the company and the driver where remediation takes over a day, in addition to the repair costs.

If the remediation required prevents us from providing service to another passenger who has a confirmed booking, you will be responsible for any additional costs we incur by outsourcing that customer’s trip to a third-party provider. We will provide you with a copy of the third-party booking receipt showing the price charged, along with our quote for the job that will be missed. No personal details of the customer will be shared, but we will retain these records as legal proof of our costs. This is the most transparent approach we can offer in this situation.

These flat fees cover time lost and disruption to service. For minor cleaning or damage, we may reduce the flat fee at our discretion to keep charges fair and proportionate wherever we can.

In the case of a remediation deposit being paid in advance, such as if a non-assistance animal has been booked, the remediation charge will be deducted from the total cost. Any unused balance will be refunded after the work is completed, not upon receipt of an estimate, to reflect the final cost accurately. While we aim for accurate estimates, final costs may vary once providers fully assess the issue(s).

If remediation costs are not recovered, we reserve the right to pursue enforcement action to recover outstanding amounts, which will also include the costs of said enforcement.