Terms of Service

1. About Us

KAYA Airport Transfers is a private hire transport operator based in Liverpool, Merseyside. We provide pre-booked, fixed-price transfer services across the UK. All journeys are carried out by licensed private hire drivers in compliance with local authority licensing requirements.

2. Bookings and Quotes

• All quotes are provided free of charge and without obligation.
• A booking is confirmed only once we have sent you a written confirmation (by email or message).
• The price quoted is fixed and will not change unless your journey details change after confirmation.
• We reserve the right to decline any booking at our discretion.
• It is your responsibility to provide accurate journey details — including pickup address, destination, date, time and passenger numbers. We cannot be held responsible for delays or issues arising from incorrect information.

3. Payment

• Full online payment: you may pay the full quoted amount securely online by card. Available payment methods, including Apple Pay where eligible, are shown at checkout. Klarna buy now, pay later is also available and includes a 5% processing fee.
• A booking is confirmed once we have received your full payment, or we have sent written confirmation of your booking.

4. Deposits

A deposit is not normally required to secure a booking. However, at our discretion, we may require a deposit for certain bookings where we consider it necessary to secure the reservation.

• The amount of any deposit will be determined by us and confirmed to you at the time of booking. This may vary depending on the date, nature of the booking, journey requirements, and level of demand.
• A deposit may be required in particular for bookings on or around sporting events, festivals, bank holidays, public holidays, or other dates where demand for our services is expected to be high.
• Where a deposit is requested, the booking will only be considered confirmed once the required deposit has been paid.
• If you cancel the booking, the deposit will be non-refundable, unless we agree otherwise at our discretion.
• If we cancel the booking for any reason, any deposit paid will be refunded to you in full.
• The deposit will be deducted from the final balance payable for the booking.

5. Cancellation Policy

• Cancellation more than 7 days before travel: you will receive a full refund of any payment made.
• Cancellation within 7 days of travel: a cancellation charge may apply where we have suffered a reasonable direct loss as a result of the cancellation. We will notify you of any such charge.
• If KAYA Airport Transfers cancels your booking: you will receive a full refund.
• Your statutory consumer rights are not affected by these terms.
• Changes to journey details are subject to availability and may affect the quoted price. Please contact us as soon as possible if your plans change.

6. Flight Monitoring and Waiting Time

• For airport collections, we monitor your flight in real time and adjust our arrival accordingly.
• We allow a standard waiting period of 60 minutes after a flight lands before any additional charges apply.
• For non-airport pickups, we allow 15 minutes of free waiting time. Additional waiting time may be charged at our discretion.
• If you cannot locate your driver, please call us immediately. Do not leave the agreed pickup point without contacting us first.

7. Flight Delays – Return Airport Transfers

• For return airport transfers, KAYA Airport Transfers will monitor flight information where possible and will always make reasonable efforts to accommodate delays to your scheduled flight.
• If your return flight is delayed by more than 2 hours beyond its scheduled arrival time, we cannot guarantee that the originally arranged driver, vehicle or transfer time will remain available, as we may have other bookings or commitments to accommodate.
• In these circumstances, KAYA Airport Transfers will nevertheless make every reasonable effort to accommodate your revised arrival time and provide your transfer where possible.
• Customers should contact us as soon as possible if they become aware of a significant delay or change to their flight.
• Where a delay results in additional waiting time, a change of vehicle or driver, or the need for alternative arrangements, KAYA Airport Transfers cannot be held responsible for any additional costs or losses arising directly from the flight delay.
• A flight delay does not automatically cancel your booking. We will always try our best to assist and get you safely to your destination, subject to availability.

8. Passengers and Luggage

• Our vehicles accommodate up to 8 passengers. The number of passengers must be declared at the time of booking.
• Child seats (for ages 4–12) are available free of charge when pre-booked. We cannot guarantee availability for unbooked requests.
• Passengers must wear seatbelts at all times. Children must be secured in the appropriate child seat.
• We reserve the right to refuse carriage to any passenger who is abusive, intoxicated to an unsafe degree, or poses a risk to the driver or other passengers.
• Excessive or undisclosed luggage may result in additional charges or the need to arrange a second vehicle.

9. Liability

• We carry appropriate private hire insurance for all journeys.
• We are not liable for delays caused by traffic, road closures, adverse weather, or other circumstances beyond our reasonable control.
• We are not responsible for missed flights, trains or other connections due to circumstances outside our control. We strongly recommend allowing adequate travel time.
• We are not liable for any loss, damage or theft of personal belongings left in our vehicles, though we will make every reasonable effort to return found items.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence.

10. Complaints

If you have a complaint about our service, please contact us as soon as possible at [email protected] or call 07960 141174. We aim to respond to all complaints within 5 working days.

11. Governing Law

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

12. Changes to These Terms

We may update these Terms of Service from time to time. The date at the top of this page shows when they were last revised. Continued use of our services after any changes constitutes your acceptance of the updated terms.

13. Contact