Terms & Conditions

Last updated: 24 August 2026.

1. About these terms

These terms apply when you use the Terminal Link website, request a fare, submit a booking request or manage an existing booking. A booking request is not necessarily a final confirmed transport contract until Terminal Link confirms acceptance.

2. Quotes and prices

Website fares are calculated from the journey details supplied and the pricing rules active at the time of quotation. A fare may need to be recalculated if the pickup, destination, route, passenger requirements or other material journey details change. Obvious technical or pricing errors may be corrected before a booking is confirmed.

3. Booking information

You are responsible for providing accurate contact, pickup, destination, date, time, passenger, luggage and flight information. Tell Terminal Link promptly if anything changes. Requests made through the website or AI assistant remain subject to availability and confirmation.

4. Airport collections

Where advertised for an eligible airport pickup, up to 45 minutes of free waiting time following your flight’s landing applies according to Terminal Link's operational policy and the confirmed booking details. Flight monitoring may be used to help plan collections, but customers should still provide accurate flight information and remain contactable where possible.

5. Changes, cancellations and refunds

Submitting a change or cancellation request does not itself alter the booking until Terminal Link confirms it. Unless different terms are shown and agreed for a particular booking, the website's administrative refund indicator is: 100% at least 48 hours before pickup, 75% at least 24 hours before pickup, 50% at least 12 hours before pickup, and no automatic refund indication inside 12 hours. This is an administrative policy indicator and any statutory consumer rights continue to apply.

6. No-shows

A passenger may be treated as a no-show when the driver attends the confirmed pickup location, the applicable included or purchased waiting period has elapsed, and reasonable attempts to contact the passenger are unsuccessful. A no-show may not qualify for a refund, subject to applicable law and the circumstances of the booking.

7. Waiting Time Cover

Eligible airport pickups include 45 minutes of free waiting after the recorded flight landing time. The optional £10 Waiting Time Cover adds up to 60 additional minutes after the included 45 free minutes. It does not cover passenger no-shows or waiting beyond that additional 60-minute cover period.

8. Passengers, luggage and child seats

You must select or accept a vehicle suitable for the number of passengers and amount of luggage. Tell Terminal Link in advance about unusual luggage, mobility requirements or requested child seats. Availability of a particular vehicle or child-seat type must be confirmed.

9. Delays and circumstances outside reasonable control

Journey times are estimates and can be affected by traffic, weather, road closures, incidents, airport operations and other events outside reasonable control. Terminal Link will use reasonable efforts to provide the service but does not guarantee arrival times where delays are caused by such events.

10. Customer conduct

Passengers must behave lawfully and reasonably and must not endanger the driver, vehicle or other people. Terminal Link may refuse or end a journey where necessary for safety or where conduct is abusive, threatening, unlawful or likely to cause damage.

11. Website and AI assistant

The website and AI assistant are provided to help with quotes, information and booking requests. Automated responses may occasionally be unavailable or contain errors. The official fare for booking purposes is the fare generated and validated by Terminal Link's server-side pricing system and accepted as part of the booking process.

12. Liability

Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence or for fraud. Subject to applicable law, Terminal Link is not responsible for indirect losses or losses that were not reasonably foreseeable when the booking was made.

13. Law

These terms are governed by the laws applicable in England and Wales, subject to any mandatory consumer rights that apply to you.

Launch note: before public launch, add the legal trading entity, cancellation/refund charges, operator/licensing details where required, and obtain professional review so these terms match the exact business model.