Fastlane Private Hire Ltd (“the Operator”, “we”, “us”) is a licensed private hire vehicle operator regulated by Transport for London (TfL). These Terms and Conditions (“Terms”) set out the contractual obligations and expectations between the Operator and passengers (“the Customer”, “you”).
By placing a booking with us, you agree to these Terms. Please read them carefully.
1.1 Fastlane Private Hire Ltd holds a valid Private Hire Operator’s Licence issued by Transport for London. All services are provided in accordance with the Private Hire Vehicles (London) Act 1998, related regulations, and TfL licence conditions.
1.2 Bookings are accepted only in the name of the Operator. The Operator is the contractual principal in every booking. Drivers act as subcontractors carrying out bookings on behalf of the Operator.
1.3 Only TfL-licensed drivers driving TfL-licensed vehicles may be used for bookings.
1.4 The Operator shall provide a professional, safe, and reliable service to all passengers without discrimination.
2.1 All bookings must be made in advance by telephone, website, or mobile application. No face-to-face bookings will be accepted at the operating centre.
2.2 A booking is not confirmed until it has been accepted and recorded by the Operator in the booking system.
2.3 Passengers will receive confirmation details, including driver’s first name, PHV licence number, vehicle registration mark, driver photograph (where possible), and the Operator’s 24/7 contact number before the commencement of the journey.
2.4 The Operator reserves the right to decline a booking if it cannot be fulfilled in compliance with licensing conditions.
3.1 A contract is formed between the Passenger and Fastlane Private Hire Ltd at the point a booking is accepted.
3.2 The Operator retains responsibility for the journey, even where the booking is subcontracted to another licensed operator in accordance with TfL rules.
3.3 Drivers are independent contractors, not employees of the Operator. The Operator is responsible for allocating bookings only to suitable licensed drivers.
4.1 A fixed fare or estimated fare will be provided at the time of booking.
4.2 Fares are calculated based on distance, time, and other factors including waiting time, parking fees, tolls, congestion charges, and surcharges where applicable.
4.3 Payment methods include:
5.1 A Customer may cancel a booking at any time prior to a driver being dispatched without charge.
5.2 Where a driver has already been dispatched, the Operator may apply a cancellation fee to cover reasonable costs. This will be made clear at the time of booking.
5.3 If the Operator cannot fulfil a booking, the Customer will be notified immediately. No fee will be charged and, where pre-payment has been made, a full refund will be issued.
5.4 Refunds will be processed promptly by the same method as payment.
6.1 Passengers must wear seatbelts at all times.
6.2 Passengers must not consume alcohol or use illegal substances in the vehicle.
6.3 The Operator and drivers reserve the right to refuse carriage where a passenger is violent, abusive, intoxicated, or poses a risk to safety.
6.4 Passengers must ensure they allow sufficient travel time for onward connections (e.g.trains, flights). The Operator accepts no responsibility for missed connections due to circumstances outside its control.
7.1 All drivers are TfL-licensed and vetted, holding a valid Private Hire Driver Licence.
7.2 All vehicles used are TfL-licensed, insured for hire and reward, and subject to regular safety inspections.
7.3 Passengers will receive details of the driver and vehicle before the journey begins.
7.4 The Operator provides a 24/7 voice contact service so passengers can speak to a person at any time during their journey.
7.5 All journeys are logged electronically, with full booking records retained for inspection by TfL.
8.1 Drivers are required to check vehicles for lost property at the end of each journey.
8.2 Lost items will be reported to the Operator, recorded in a register, and stored securely at the operating centre.
8.3 The Operator will attempt to contact the Customer to arrange collection.
8.4 Items not claimed within a reasonable time will be disposed of in accordance with TfL guidance.
9.1 Complaints must be submitted to the Operator by telephone, email, or in writing.
9.2 All complaints will be logged, investigated by a responsible person, and responded to promptly.
9.3 Complaint records will be kept securely and may be shared with TfL where required.
9.4 Where a complaint involves a driver, the Operator may suspend allocation of work to that driver until the matter is resolved.
10.1 Fastlane Private Hire Ltd is a registered Data Controller with the Information Commissioner’s Office (ICO Reg No. ZB998614).
10.2 Personal data is collected for the purpose of fulfilling bookings, complying with licensing obligations, and maintaining service standards.
10.3 Data will be stored securely on the Operator’s systems, including Cab Treasure, with access restricted to authorised staff.
10.4 Data will be retained only for as long as required by law or TfL licensing conditions.
10.5 Passengers have the right to access, correct, or request deletion of their personal data. Requests should be submitted in writing.
10.6 Data may be shared with TfL or law enforcement authorities where legally required.
11.1 The Operator accepts responsibility for each booking once confirmed.
11.2 The Operator shall not be liable for delays or failure to perform caused by events outside its control, including traffic congestion, adverse weather, accidents, road closures, or driver illness.
11.3 The Operator’s liability is limited to the cost of the booking unless negligence or breach of statutory duty is proven.
11.4 Nothing in these Terms limits liability for death or personal injury caused by negligence.
12.1 Businesses may open a corporate account with the Operator subject to a separate written agreement.
12.2 Invoices will be issued monthly with payment terms of 30 days unless otherwise agreed.
12.3 The Operator reserves the right to suspend or close accounts in the event of non-payment.
13.1 The Operator is committed to equality of service regardless of age, disability, gender, race, religion, or sexual orientation.
13.2 Drivers are required to carry assistance dogs without charge, except where medically exempt.
13.3 Wheelchair-accessible vehicles will be provided where available and upon advance request.
14.1 The Operator may amend these Terms from time to time to reflect changes in law, licensing obligations, or operational practice.
14.2 The latest version will be published on the Operator’s website and made available upon request.
15.1 These Terms are governed by the laws of England and Wales.
15.2 Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.