Who we are
Trusty Transfers is operated by TRUSTY TRANSFERS LTD (SC894498). We are registered in Scotland and our registered office is Office 1, Technology House, 9 Newton Place, Glasgow G3 7PR.
These terms apply to consumer bookings made through our website or apps. They also apply to any manual quote we accept. You agree to them when you submit a booking request.
You must be 18 or over and travel on the booking yourself. The account must be yours and you must be authorised to use the chosen payment method. We do not accept bookings for another adult.
Your contract and your driver
Trusty Transfers supplies the transfer service. Your contract is with us.
Your journey will be carried out on our behalf by a self-employed driver. Before a driver can take journeys, we check that they and their vehicle have the required licences and insurance.
Drivers are free to work for other businesses and to accept or reject a journey. They cannot pass your journey to somebody we have not approved. If we need to change your driver, we will send you the new details.
Quotes and booking requests
The app shows instant prices for journeys within the limits shown in the booking flow.
For some journeys outside the instant booking range, the app will offer a manual quote by email. Asking for a quote does not make a booking or guarantee that we can take the journey.
If we can offer the journey, we will email you a price and tell you about any extra conditions. The booking is only confirmed after you accept the quote, make any required payment and receive our confirmation. These terms will apply unless the quote says otherwise.
When a booking is confirmed
You need an account to make and manage a booking request. Please check the route, pickup time, vehicle and other journey details before paying.
Requests at instant prices must be made between 48 hours and 30 days before pickup. Payment tells us that you want to book the journey. It does not confirm that a driver has accepted it.
We aim to assign a driver within 12 hours and no later than 24 hours before pickup. Your booking is confirmed when we tell you that a driver has accepted it. That is when the contract for the transfer begins.
If no driver accepts in time, we will cancel the request and refund you in full. We send the refund to the original payment method. Your bank or payment provider controls how long it takes to appear.
We may reject a request if its details are wrong or incomplete. We may also reject it if no suitable driver is available or the journey cannot be completed safely and legally.
The fare and payment
The checkout price is final for the journey you requested. It includes taxes and the parking, tolls, airport charges and meet and greet costs we expect to pay.
We will not increase the fare simply because traffic makes the journey longer.
The fare does not cover changes you ask for after booking. This includes a new destination, extra stops or a vehicle upgrade. It also does not cover cleaning or damage caused by a passenger. We will tell you the extra price before agreeing to a journey change.
A secure payment provider handles card payments. We receive the payment status and reference, but we do not store your full card details.
Changes and cancellations
Contact us as soon as possible if something needs to change. A new pickup time, route or vehicle may mean cancelling the original booking and making a new one at the price then available.
If you cancel:
- at least 24 hours before pickup, we will refund you in full;
- between 12 and 24 hours before pickup, we will refund 50%; and
- less than 12 hours before pickup, we will not provide a refund.
We do not provide a refund if the passenger misses the pickup.
If we or the assigned driver cancel and we cannot complete the journey, we will refund you in full. This does not affect any other rights the law gives you.
Pickup and waiting
For an ordinary pickup, the driver will wait for up to 15 minutes from the confirmed time. For an airport pickup, they will wait for up to 60 minutes from the confirmed or adjusted time.
Please keep your phone available. The driver and our support team will try to contact you if you cannot be found.
The driver may leave once the waiting period ends. We may then record the journey as a missed pickup. We do not currently charge extra waiting fees. A driver is not required to stay longer unless we agree it with you.
A driver cannot wait where stopping would be unsafe or illegal. They will try to arrange a nearby pickup point and tell you where to meet.
Flight monitoring and delays
If you provide a valid flight number, we will monitor published flight updates and adjust the airport pickup time when needed. Flight information can sometimes be late or wrong, so please contact us about any major delay, cancellation or diversion.
Please give us the correct flight details and allow enough time for baggage collection, immigration and security. You are also responsible for leaving enough time before an onward flight, train or appointment.
A long delay may mean that the assigned driver is no longer available. We may assign another approved driver instead. If we cannot cover the revised time, we will cancel the journey and refund you in full.
Pickup and arrival times are estimates. Traffic and bad weather can cause delays. So can road closures, airport operations and other events outside our control.
Vehicles and luggage
The passenger and suitcase capacities shown in the app are a guide. They assume ordinary luggage. What fits will depend on the number of passengers, the bags and the vehicle assigned.
Tell us before booking about oversized or unusually heavy items. We also need to know about fragile or valuable luggage. Bicycles and other large items need written approval. We do not carry luggage without a passenger.
Drivers will help with ordinary luggage when it is safe to do so. They may refuse anything that would overload the vehicle, block their view or break a licence or safety rule. If the booking did not accurately describe your requirements, we may treat this as a passenger cancellation.
Tell us promptly if your luggage is damaged and send us photographs. We will investigate with the driver.
Children and animals
We do not accept unaccompanied passengers under 18. Children can travel with the adult account holder if the vehicle has enough licensed seats.
We do not currently supply or guarantee child seats. If you want to use one, you must bring a suitable seat and fit it yourself.
Assistance dogs travel at no extra charge. If a driver has a legal medical exemption, we will arrange another approved driver. We only accept other animals if you ask in advance and we confirm it.
Accessibility
Tell us about mobility aids or any practical help you need before booking. We and our drivers will make reasonable adjustments and provide reasonable assistance at no extra charge.
If you need to remain seated in a wheelchair during the journey, we must first confirm that a suitable licensed vehicle is available.
Behaviour and vehicle damage
Please wear the seat belt provided and follow the driver’s safety instructions. Smoking and vaping are not allowed in the vehicle.
A driver may refuse or stop a journey if a passenger is threatening, abusive, dangerously intoxicated or breaking the law. They may do the same if a passenger creates a safety risk, distracts the driver or refuses a lawful safety instruction.
You must pay the evidenced cost of damage or excessive soiling caused by you, a child or an animal travelling with you. Specialist cleaning is capped at £150 and we will provide evidence before requesting payment. Physical damage is charged at the documented repair cost. We do not charge for normal wear and tear.
If something goes wrong
In an emergency or an accident involving injury, contact the emergency services first. When it is safe, contact us so we can record what happened and speak to the driver and insurer.
Please report complaints promptly and include your booking reference and any useful evidence. An early report helps us investigate, but waiting does not remove a legal right.
Contact us if you leave something in the vehicle. We will try to find it, but we cannot guarantee that it will be recovered. You must cover reasonable collection or delivery costs. We may donate or dispose of property that remains unclaimed for 90 days.
Our responsibility
We will provide the booked service with reasonable care and skill.
We are not responsible for problems caused by wrong or incomplete information from you. We are also not responsible for delay or failure caused by events outside our control if we have taken reasonable steps to reduce their effect.
These are consumer booking terms, so we are not responsible for business losses. We are also not responsible for unforeseeable or indirect losses. This includes onward travel or accommodation costs caused by events outside our control. Please allow enough time and maintain suitable travel insurance.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or any other liability that cannot lawfully be excluded or limited.
Your account and changes to these terms
Keep your account secure and tell us promptly if somebody uses it without permission. We may suspend an account used for fraud, illegal activity or a serious or repeated breach of these terms.
We may update these terms for future bookings. The version in place when you submit a request will apply to that booking unless the law requires a change or you agree to one.
Contact
For booking support, cancellations or complaints, email [email protected]. For a manual quote, email [email protected].