Terms & Conditions

RAZ PRIVATE HIRE LTD

TERMS & CONDITIONS
Effective September 2026

These Terms & Conditions apply to passenger transport, airport transfers, long-distance travel, tours, wedding transport, corporate travel, golf transfers, cruise transfers and other pre-booked services supplied by Raz Private Hire Ltd ("Raz", "we", "us" or "our").

By making a booking with Raz Private Hire Ltd, the person making the booking confirms that they have read and accepted these Terms & Conditions on behalf of themselves and, where applicable, the other passengers included in the booking.

1. BOOKINGS

1.1 Pre-booked service

Raz Private Hire is a pre-booked private hire and transfer service. We are not an on-demand taxi service. Bookings should normally be made at least 12 hours before the required pickup time. Requests made with less notice are subject entirely to availability and may be refused.

1.2 Booking acceptance

Submitting a booking request or making a payment does not by itself guarantee that a booking has been accepted. A booking becomes confirmed when Raz sends written confirmation by email, WhatsApp, text message or another agreed written method.

1.3 Booking acknowledgement

Customers may initially receive an automated booking or journey acknowledgement. The customer is responsible for checking all details carefully, including passenger name, contact details, pickup date, pickup time, full pickup address, full destination address, all VIA stops, flight or train information, passenger numbers, number and type of bags, child-seat requirements and vehicle selected. Any error should be reported to Raz as soon as possible.

1.4 Full addresses

Customers must enter the full and correct pickup and drop-off address, including the house or building number where applicable. All intermediate stops must be entered using the VIA option when booking. An incomplete address, missing house number or omitted stop may prevent an accurate quote from being generated and may result in an additional charge or inability to perform the journey.

1.5 Additional stops

Only the locations stated on the confirmed booking are included in the price. Additional pickups, destinations or unscheduled stops requested after booking are subject to driver availability and may incur an additional charge.

1.6 Changes to bookings

Customers must contact Raz if they wish to change the date, pickup time, pickup or destination address, VIA points, passenger numbers, luggage, flight details or vehicle type. Changes are subject to availability and may change the price. A significant change may be treated as cancellation of the original booking and creation of a new booking where reasonably necessary.

2. PRICES AND PAYMENT

2.1 Quoted price

Unless otherwise stated, the confirmed price applies to the journey and details supplied when the booking was made. The price may change if the customer subsequently changes the journey or if information supplied when booking was incorrect or incomplete.

2.2 Payment

Bookings must normally be paid using one of Raz Private Hire’s approved payment methods. Payment directly to a driver should only be made where Raz has specifically authorised this.

2.3 Card payments

Raz will not impose an unlawful surcharge merely because a customer chooses to pay using an eligible consumer debit or credit card.

2.4 Pricing errors

If an obvious pricing or system error is identified before the journey, Raz will notify the customer as soon as reasonably possible. The customer may either accept the corrected price or cancel the booking and receive a full refund of any amount paid for that booking.

2.5 Holiday surcharges

Bookings taking place on 24, 25, 26 and 31 December and 1 and 2 January may carry a seasonal surcharge. Any applicable surcharge should be displayed, quoted or otherwise communicated before the booking is confirmed.

2.6 Events

An additional event surcharge may apply to major concerts, football matches, festivals, sporting events and similar occasions where increased traffic, road closures, waiting restrictions or demand affect the journey. Where practicable, this will be disclosed before confirmation or as soon as Raz becomes aware that it applies.

2.7 Tolls, parking and exceptional charges

Where a price specifically states that parking, tolls, ferry costs, congestion charges, airport charges or other third-party charges are excluded, these may be charged separately. Raz will not charge undisclosed mandatory costs where the law requires those costs to be included in the price presented to the consumer.

3. VEHICLES, PASSENGERS AND LUGGAGE

3.1 Correct vehicle

The customer is responsible for selecting a vehicle suitable for the number of passengers and the luggage being carried. Vehicle capacities displayed by Raz should be checked before booking. If unsure, customers should contact Raz before confirming the booking.

3.2 Passenger numbers

The number of passengers must not exceed the legal seating capacity of the vehicle. Every passenger must have their own approved passenger seat.

3.3 Luggage

Customers must declare their luggage accurately when booking. Luggage must be capable of being carried safely without obstructing the driver, blocking exits or visibility, creating an unsafe load or exceeding the safe carrying capacity of the vehicle. The driver has final responsibility for deciding whether luggage can be carried safely.

3.4 Excess luggage

If the luggage cannot safely fit into the booked vehicle, Raz may, subject to availability, provide a larger vehicle, arrange an additional vehicle or amend the booking. Any additional vehicle or upgrade will be charged accordingly. If the journey cannot proceed because the customer booked an unsuitable vehicle or failed to declare the luggage accurately, any cancellation deduction will be limited to Raz’s reasonable loss resulting from that failure.

3.5 Vehicle substitution

Vehicle makes, models and colours shown on the Raz website or marketing materials are for illustration purposes only unless a particular vehicle has specifically been guaranteed in writing. Raz may provide another vehicle in the same category or a suitable equivalent. Raz may provide a larger or upgraded vehicle without additional charge where operationally necessary.

3.6 Subcontractors

Raz may use appropriately licensed third-party operators or drivers to carry out all or part of a booking. Where subcontractors are used, this does not remove the customer’s statutory rights against Raz where Raz is legally responsible for the contracted service.

4. AIRPORT, FLIGHT AND TRAIN BOOKINGS

4.1 Arrival information

For airport collections, the customer must provide the correct airport, flight number, arrival date and scheduled arrival time. Customers should provide their arrival information, not the time their flight departed from its origin.

4.2 Flight monitoring

Where a valid flight number has been supplied, Raz may monitor publicly available flight-arrival information and adjust dispatch accordingly. Flight monitoring is provided as an operational aid and does not remove the customer’s responsibility to keep Raz informed of substantial changes, cancellations, diversions or rebooked flights.

4.3 Departing flights

Raz does not monitor flights for journeys travelling to an airport. The customer is responsible for choosing a pickup time that allows sufficient time for traffic, roadworks, security, check-in, baggage drop, airline requirements and unexpected delays.

4.4 Recommended airport arrival time

Customers should follow the airport and airline’s current guidance regarding how early they should arrive. Raz may provide general journey-planning advice, but the final decision regarding the pickup time remains with the customer.

4.5 Flight delays

A reasonable flight delay will not automatically cancel an airport pickup where Raz has the correct flight details. If a flight is significantly delayed, diverted, cancelled or moved to another date, Raz will use reasonable efforts to accommodate the revised arrival. A substantial change may require the booking to be rescheduled where the original driver or vehicle can no longer reasonably perform it. Any additional charge or cancellation deduction will be fair and proportionate to the circumstances and Raz’s reasonable loss.

5. WAITING TIME AND NO-SHOWS

5.1 Standard address pickups

For normal pickups from homes, hotels, businesses, stations and other non-airport locations, the first 5 minutes after the booked pickup time are normally free. Waiting beyond this may be charged at £7.50 per 15 minutes, calculated proportionately where appropriate.

5.2 No contact at a standard pickup

If the passenger is not ready and Raz cannot make contact, the driver will normally wait for at least 15 minutes after the booked pickup time. After that, the driver may leave if further waiting would affect other bookings or working-time requirements. The booking may then be treated as a no-show.

5.3 Airport pickups

For airport pickups, the first 30 minutes after the applicable collection time are normally included. For a flight-monitored booking, the applicable collection time will normally be calculated using the actual recorded landing time together with the agreed collection arrangements. Waiting after the included period may be charged at £7.50 per 15 minutes.

5.4 Airport passenger delays

Passengers delayed by immigration, baggage reclaim, customs or another airport process should contact Raz as soon as reasonably possible. Where contact is maintained, Raz will make reasonable efforts to continue waiting, subject to driver availability and other bookings.

5.5 Airport no-show

If Raz cannot contact the passenger and the passenger has not contacted Raz, the driver will normally wait for up to 60 minutes after the applicable airport collection time before the booking may be treated as a no-show.

5.6 No-show charges

Where a passenger fails to attend a confirmed booking and Raz has committed a driver and vehicle to that journey, Raz may retain an amount reflecting its reasonable losses arising from the no-show, which may be up to the full journey price where those losses justify it.

6. CANCELLATIONS AND REFUNDS

6.1 Cancelling a booking

Customers should cancel by contacting Raz through an agreed written method such as email or WhatsApp. A cancellation is effective when received by Raz.

6.2 Cancellation charges

Raz is entitled to recover reasonable losses directly resulting from a customer cancelling a confirmed booking. Any cancellation deduction will take account of how much notice was provided, whether a driver or subcontractor had already been committed, administrative or payment-processing costs that cannot be recovered, work already undertaken specifically for the booking, whether Raz can reasonably resell the time or vehicle, and other direct losses caused by the cancellation. Raz will not seek to recover more than its reasonable loss.

6.3 More than 24 hours notice

Where a standard transfer is cancelled more than 24 hours before pickup, Raz will normally provide a substantial refund, less any reasonable costs or losses already incurred. For ordinary bookings where little or no loss has been incurred, Raz will not retain an excessive proportion of the booking price merely because the booking was cancelled.

6.4 Less than 24 hours notice

Where cancellation occurs within 24 hours of the booked pickup, Raz may retain up to the full booking price where the vehicle or driver has been committed and Raz cannot reasonably replace the booking. If Raz’s actual reasonable loss is materially lower, any deduction should reflect that lower loss.

6.5 Deposits

A deposit secures vehicle and driver availability and forms part of the total booking price. Where a customer cancels, Raz may retain all or part of the deposit only to the extent that it fairly reflects Raz’s reasonable loss resulting from the cancellation.

6.6 Tours, weddings and specialist bookings

Tours, weddings, multi-vehicle bookings, long-duration hire and other specialist bookings may involve significant advance planning or reserving a vehicle for a large part of the day. Different cancellation arrangements may therefore apply where these are clearly provided to the customer before the booking is confirmed. Any cancellation charge will still be subject to applicable consumer law and must not be disproportionate to Raz’s reasonable loss.

6.7 Cancellation by Raz

If Raz cancels a booking because it is unable to provide the contracted journey and the customer is not responsible for the cancellation, Raz will refund the amount paid for the service that will not be provided. This does not affect any additional legal rights the customer may have.

6.8 Refund processing

Approved refunds will be returned to the original payment method where reasonably possible. Although Raz will process refunds promptly, banks and payment providers may take additional working days to show the money in the customer’s account.

7. CHILDREN AND CHILD SEATS

7.1 Children must be declared

Children travelling must be included in the passenger count when booking. Customers should tell Raz the age of any young children and request a child seat in advance if one is required.

7.2 Availability

Child seats requested from Raz are subject to availability unless Raz has specifically confirmed one as part of the booking. Where Raz supplies a child seat as an additional requested service, an advertised fee may apply.

7.3 Legal taxi/private-hire exception

UK law provides specific exceptions for children travelling in licensed taxis and private hire vehicles when the correct child restraint is not available. Subject to the applicable law, a child aged 3 or over may travel in a rear seat using an adult seat belt where the correct child seat is not available, and a child under 3 may travel in a rear seat without a seat belt where the applicable taxi/private-hire exception permits this. Parents and guardians who wish to guarantee use of a particular child restraint are encouraged to provide a suitable seat themselves and notify Raz in advance. Nothing in this clause overrides any legal requirement applying to the particular vehicle or journey.

8. PASSENGER CONDUCT

8.1 Behaviour

Passengers must behave in a reasonable and respectful manner towards drivers, other passengers and Raz staff. Raz or the driver may refuse to begin or continue a journey where a passenger is violent, threatening or abusive, creates a safety risk, deliberately distracts the driver, damages the vehicle, carries prohibited or dangerous items, is so intoxicated that safe transport is not reasonably possible, or refuses to comply with lawful safety instructions.

8.2 Smoking and vaping

Smoking and vaping are not permitted in Raz vehicles.

8.3 Food and alcohol

Eating and drinking alcohol are not permitted in the vehicle unless Raz has agreed otherwise. Bottled water is permitted.

8.4 Illegal or dangerous items

Passengers must not carry illegal drugs, unlawful weapons, explosives, highly flammable substances, hazardous materials or other items which cannot lawfully or safely be transported.

8.5 Cleaning and damage

The customer is responsible for damage or exceptional cleaning reasonably caused by themselves or members of their party beyond normal wear and tear. This may include sickness, spilled food or drink, staining, deliberate damage, damage to seats, doors or fittings, and specialist cleaning required because of passenger conduct. Raz may charge the reasonable cost of cleaning, repair and directly related loss of use where evidence supports the charge.

9. ANIMALS AND ASSISTANCE DOGS

9.1 Animals

Pets or other animals must be agreed with Raz before booking unless the law gives the passenger a right to travel with the animal. Ordinary pets may need to travel in an appropriate secure carrier. Nothing in these Terms limits statutory rights relating to guide dogs, assistance dogs or disabled passengers.

10. ROUTES, TRAFFIC AND DELAYS

10.1 Route

The driver will normally choose the route they reasonably consider appropriate taking account of traffic, road closures, weather, safety, journey time and navigation information. A passenger may request a particular route, but the driver is not required to follow an unsafe, unlawful or clearly impractical route.

10.2 Events outside Raz’s control

Raz is not responsible for failure or delay caused by circumstances genuinely outside its reasonable control, including severe weather, major traffic incidents, emergency road closures, civil emergencies, strikes, security incidents or similar events. Where such an event occurs, Raz will take reasonable steps to minimise disruption where reasonably possible.

10.3 Missed connections and consequential losses

Raz cannot guarantee that a passenger will catch a flight, train, ferry, cruise, event or appointment because journey times can be affected by events outside Raz’s control. However, nothing in these Terms excludes or limits any liability that Raz cannot lawfully exclude, including liability arising where Raz has failed to provide the contracted service with the standard required by law. Customers are strongly encouraged to maintain appropriate travel insurance for losses relating to flights, accommodation and other connected travel arrangements.

11. BREAKDOWNS AND REPLACEMENT VEHICLES

11.1 Replacement arrangements

If a vehicle breaks down or otherwise becomes unavailable, Raz will use reasonable efforts to provide a suitable replacement vehicle or alternative arrangement. The replacement may be a different make, model, colour or vehicle supplied by another appropriately licensed operator. If Raz is unable to provide the contracted transport, the customer will be entitled to an appropriate refund for the service not provided. Nothing in this clause affects statutory consumer rights.

12. LOST PROPERTY AND PERSONAL BELONGINGS

12.1 Lost property

Passengers are responsible for checking that they have removed their belongings when leaving the vehicle. Raz will take reasonable care of property found in its vehicles and will make reasonable efforts to return identifiable lost property. Raz may charge reasonable postage, courier or delivery costs where a customer asks for an item to be returned. Raz is not responsible for loss or damage that was not caused by a failure by Raz or its driver to exercise reasonable care.

13. TOURS, WEDDINGS AND HOURLY HIRE

13.1 Specialist hire

Tours, weddings, hourly hire and similar services may be priced according to time, itinerary, distance, vehicle and driver availability. The agreed itinerary should be confirmed before travel. Significant extra mileage, additional destinations or additional hire time requested on the day may incur additional charges. Tour timings are estimates and may be affected by traffic, weather, attraction opening times and circumstances outside Raz’s control. Admission tickets, meals, accommodation, ferries and attraction costs are not included unless specifically stated.

14. ACCESSIBILITY AND SPECIAL REQUIREMENTS

14.1 Accessibility

Customers should tell Raz about relevant accessibility or mobility requirements when booking so that an appropriate vehicle can be considered. Raz will not discriminate unlawfully and will comply with applicable obligations relating to disabled passengers and assistance dogs. Where a particular vehicle specification is essential, the customer should obtain confirmation from Raz before travelling.

15. PRIVACY AND COMMUNICATIONS

15.1 Personal information

Raz will process personal information for purposes connected with quotations, bookings, payments, dispatch, customer communications, journey administration, safety, complaints and legal or regulatory obligations. Further information is provided in the Raz Private Hire Privacy Policy. Customer information may be shared with drivers, licensed subcontractors and relevant service providers where reasonably necessary to provide the booked journey.

15.2 Calls

Calls may be recorded where lawful for training, quality, security or dispute-resolution purposes.

16. COMPLAINTS

16.1 Complaints

Raz takes complaints seriously. Complaints should preferably be submitted in writing as soon as possible and, where reasonably practicable, within 30 days of the journey so that records can be investigated while information remains available. A delay in complaining does not remove any statutory rights that cannot lawfully be restricted by a contractual time limit.

17. LIABILITY AND CONSUMER RIGHTS

17.1 Statutory rights

Nothing in these Terms is intended to exclude, restrict or limit liability for death or personal injury caused by negligence where such liability cannot lawfully be excluded; liability for fraud or fraudulent misrepresentation; the customer’s rights under the Consumer Rights Act 2015; or any other liability or statutory right that cannot legally be excluded or restricted.

17.2 Reasonable care and skill

Where the customer is acting as a consumer, Raz will provide the service with the standard of reasonable care and skill required by law.

17.3 Foreseeable loss

Subject to those rights, Raz will not normally be responsible for losses that were not reasonably foreseeable when the booking was made or losses caused entirely by circumstances outside Raz’s reasonable control. Business customers may be subject to separate agreed commercial terms.

18. CHANGES TO THESE TERMS

18.1 Updates

Raz may update these Terms from time to time. Unless required by law or agreed with the customer, a material change made after a booking has been accepted will not retrospectively alter the contractual terms applying to that confirmed booking. The version in force when the booking is accepted will normally apply to that booking.

19. SEVERABILITY

19.1 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in force so far as legally possible.

20. WAIVER

20.1 Waiver

If Raz does not immediately enforce a right under these Terms, this does not prevent Raz from enforcing that right later.

21. GOVERNING LAW

21.1 Scots law

These Terms and any contract with Raz Private Hire Ltd are governed by Scots law. Where the customer is a consumer, nothing in this clause removes any mandatory legal rights they may have to bring proceedings in another part of the United Kingdom where applicable.

22. CONTACT

22.1 Contact details

Raz Private Hire Ltd
Website: www.razhire.co.uk
Telephone / WhatsApp: 0141 212 0850
Email: bookings@razhire.co.uk

Think Travel, Think Raz.