Booking Information
These terms and conditions apply to private hire bookings made with Essex Marquis. Please read them carefully before confirming your booking.
Essex MARQUIS (the Operator) provides a private hire service, taking passengers from a pre-arranged pickup point to a pre-arranged destination. The Operator is not a taxi service and does not accept immediate approach, street hail, or walk up bookings of any kind. Every journey must be booked in advance, whether by phone, in writing, or through the Operator’s website or booking channels.
In line with private hire licensing requirements, the Operator’s vehicles cannot wait at, or accept a booking to be picked up at or in close proximity to, a licensed taxi rank. Pickup and drop off locations must be on roads or in locations where a private hire vehicle is legally permitted to stop, and the Operator reserves the right to suggest or agree an alternative nearby point with the Customer where the requested location is not suitable or permitted.
Where the Customer requests a change to the agreed route or itinerary once a journey has been confirmed or has begun, any additional cost arising from that change is the responsibility of the Customer. This does not apply to route changes required because of road closures, diversions, or other matters outside anyone’s control, which are covered under the delays clause below.
The Operator will always do everything reasonably possible to collect and deliver passengers on time. Delays can sometimes occur for reasons outside the Operator’s control, including but not limited to traffic congestion, road closures, adverse weather, accidents, and matters affecting the wider road or transport network.
Where a delay arises from circumstances outside the Operator’s control, the Operator will not be liable for that delay, for its impact on any onward journey, connection, or event the Customer is travelling to or from, or for any expenses the Customer incurs as a result. Such expenses remain the responsibility of the Customer.
The Operator’s vehicles are maintained to a high standard, but on the rare occasion that a vehicle breaks down, either on its way to collect the Customer or during the journey, the Operator will always try to provide a replacement vehicle as close as possible to the standard originally booked.
The Operator holds full UK roadside assistance cover and will work to get the Customer moving again as quickly and safely as possible, which may include arranging an alternative mode of transport where necessary. While the Operator will always try to minimise disruption, the Operator cannot be held liable for delays or consequences arising from a vehicle breakdown, mechanical failure, or other matters outside the Operator’s control.
Where a Customer is being collected following a flight, or any other form of onward travel, and that flight or travel is delayed, the Operator will monitor the arrival time where possible and adjust the collection time accordingly. A waiting period of 30 minutes from the agreed collection time is included free of charge. Beyond this, a charge of £75 per hour, or part of an hour, will apply for any additional waiting time required as a result of the Customer’s delay.
The Customer must also let the Operator know as soon as possible if they expect to be delayed for a pickup or a drop off. This does not apply where the Customer is unable to do so for reasons outside their control, such as being on a flight or a train with no signal.
The Operator will always aim to have the Customer at the agreed location in good time. The Operator cannot be held liable if the Customer misses a flight, train, ferry, or other onward connection, or misses arrival at a sporting fixture, concert, wedding, or any other event, where this results from circumstances outside the Operator’s control. This includes, but is not limited to, traffic delays, road closures, adverse weather, and mechanical failure of the vehicle.
If the Customer is not present at the agreed pickup point and cannot be reached within the free waiting period set out above, the Operator may treat the booking as cancelled by the Customer. In this event, any deposit already paid is forfeited, and where full payment was taken in advance for a special event, no refund will be given.
All Essex MARQUIS vehicles are regularly serviced and maintained to a high standard. The Operator is committed to presenting each vehicle in as clean a condition as possible, both internally and externally, and each vehicle is cleaned between every job.
Where a vehicle is fitted with Spotify, Apple CarPlay, or a similar in car entertainment system, this will be set by default to filter out explicit, inappropriate, or illegal content. The Operator cannot be held responsible for content played by a Customer or passenger through their own device, account, or app, or through any setting altered by the Customer during the journey.
Some or all Essex MARQUIS vehicles may be fitted with a dash cam or CCTV for the safety and security of drivers, passengers, and the public. Recordings may be used to investigate a complaint, an incident, or a claim for damage, and may be shared with the police or an insurer where necessary.
It is the responsibility of the Customer to advise the Operator in advance, and at the time of booking, of any requirement for a child seat, booster seat, or other passenger restraint. Where this is not communicated in advance, the Operator may not be able to provide the correct equipment at the time of the journey.
All passengers must wear a seatbelt at all times while the vehicle is in motion, in line with UK law. It is the responsibility of each passenger, or the parent or guardian of any child passenger, to ensure this requirement is met throughout the journey.
Illegal drugs, weapons, and any other unlawful items are strictly prohibited in Essex MARQUIS vehicles, as is any unlawful activity during a journey. Where this occurs, the Operator reserves the right to terminate the journey immediately and report the matter to the relevant authorities, without any liability to the Customer.
The Operator reserves the right to terminate a journey at any stage if, in the reasonable judgement of the driver, the safety of the driver, other passengers, or members of the public is put at risk. In such circumstances, the Customer remains liable for the full fare and any additional costs incurred. The Operator also reserves the right to decline a future booking from a Customer where a previous journey involved abusive behaviour, damage to a vehicle, or a breach of these terms.
The Operator does not hold a licence permitting the consumption of alcohol in its vehicles. Consumption of alcohol is not permitted unless prior written approval has been given by the Operator in advance of the journey.
Customers are welcome to bring food and refreshments on board, including light refreshments such as a picnic, at their own responsibility. To keep vehicles pleasant for all passengers, strong smelling food and hot takeaway food are not permitted inside the vehicle.
Where a passenger causes damage to any part of the vehicle or its equipment, or where sickness or any other bodily fluid needs to be cleaned from the vehicle, a minimum charge of £100 will apply to cover cleaning. Where the damage is more extensive and requires repair or replacement of seats, fixtures, or equipment, the charge will be increased to reflect the reasonable cost of that repair or replacement.
Customers and passengers are responsible for their own personal possessions at all times. The Operator holds public liability insurance, but this does not cover goods in transit, and the Operator cannot accept liability for any items that are lost, stolen, or damaged during or after a journey. Customers should ensure their own insurance covers their personal possessions while travelling with the Operator.
The number of passengers and the amount of luggage carried must not exceed the seating and carrying capacity of the vehicle booked, as advised at the time of booking. The Operator reserves the right to refuse to carry passengers or luggage in excess of this capacity.
Where a Customer needs to cancel or amend a confirmed booking, they should notify the Operator as soon as possible. The deposit paid to secure a booking is non refundable in the event of a cancellation by the Customer, although the Operator will always try to be reasonable, for example by offering to move the booking to an alternative date where possible.
Except where the law does not allow it, such as for death or personal injury caused by the Operator’s negligence, or for fraud, the Operator’s total liability for any claim arising from a booking is limited to the value of the fare paid for that journey. The Operator does not accept liability for any indirect or consequential loss, including loss of earnings, loss of enjoyment, or the cost of alternative travel arrangements.
The Customer agrees to reimburse the Operator for any reasonable cost, claim, fine, or expense the Operator incurs as a direct result of the Customer’s breach of these terms, including damage to a vehicle, unlawful activity during a journey, or providing false or misleading information at the time of booking.
Essex MARQUIS operates under the appropriate private hire operator, vehicle, and driver licences, and all journeys are fully insured. Details of the relevant licensing authority are available from the Operator on request.
Any personal information provided by the Customer, such as contact details and pickup or drop off locations, is held and used by the Operator in line with its privacy policy and applicable UK data protection law, and is only used to deliver and manage the booking.
Any questions, concerns, or complaints should be sent to hello@essexmarquis.co.uk, so that the Operator can look into and address them as soon as reasonably possible.
These terms and conditions, together with the details confirmed at the time of booking, represent the entire agreement between the Customer and the Operator, and replace any earlier verbal or written discussion about the booking.
If any part of these terms and conditions is found to be invalid or unenforceable, the remaining terms will continue to apply in full.
These terms and conditions are governed by the laws of England and Wales.
