Terms and Conditions

Sections

• 1 Who we are and how to contact us
• 2 When these terms apply
• 3 The people and services involved
• 4 Our agency role
• 5 Requests acknowledgements and acceptance
• 6 Information you receive
• 7 Allocation and licensed operator subcontracting
• 8 Changes to drivers providers or journeys
• 9 Statutory operator responsibility
• 10 Booked licensed taxis
• 11 Fares and additional charges
• 12 Payment and receipts
• 13 Card authorisation and advance payment
• 14 Airports and time critical journeys
• 15 Arrival waiting and absence
• 16 Changes cancellations and refunds
• 17 Disabled passengers and assistance
• 18 Children and young passengers
• 19 Conduct and safety
• 20 Luggage animals and possessions
• 21 Damage and cleaning
• 22 Bookings for other people
• 23 Disruption and reasonable care
• 24 Complaints and support
• 25 Personal information and communications
• 26 Liability and consumer rights
• 27 Changes to terms and remaining provisions
• 28 Governing law and effective date

RC01 • Version 1.0 • Prepared 15 September 2026 • Customer terms

These terms explain how Twinbound Transfers arranges journeys, when a contract is made, how payment works and what happens if plans change. Twinbound Transfers is a trading name of Golden Transfers Ltd. We arrange transport as disclosed agent for the Transport Provider identified for the booking, while remaining responsible for our own services and any responsibility the law places on us as a licensed operator.

1 Who we are and how to contact us

1.1 “Twinbound Transfers”, “we” and “us” mean Golden Transfers Ltd, a company registered in England and Wales under number 17351254. Twinbound Transfers is our trading name and is not a separate legal company. Our registered office is 1 Castle Court, Castle Street, Fareham, United Kingdom, PO16 9QD. This address is for formal correspondence and is not an advertised passenger collection point.

1.2 Telephone: 0118 995 2995. Website: Twinbound Transfers. You can also use the WhatsApp and email contact routes on our contact page. Pre-booked journeys and booking support are offered 24 hours a day, subject to availability. For an urgent journey issue, telephone us rather than rely solely on an unread message.

1.3 Private-hire bookings are accepted and fulfilled through the properly licensed operation identified for the booking. We will make the relevant operator’s legal name, licensing authority and licence details available before acceptance. Allocation between our Fareham and Wokingham operations is subject to the licences actually held and their conditions. A trading name, pickup location or destination does not itself identify the accepting operator licence.

2 When these terms apply

2.1 These terms apply to requests through our website, booking platform, telephone, WhatsApp, email and any other booking channel we expressly offer. A request receipt is not confirmation of transportation. Payment methods and facilities are those offered for the particular booking.

2.2 These terms cover ordinary private journeys, airport and port transfers, city and long-distance travel, business bookings and bookings through travel intermediaries. School transport and unaccompanied young passengers require the express arrangements in clause 18. A taxi independently hailed in the street or hired at a rank without our booking service is outside these terms.

2.3 The accepted quotation, journey details and expressly agreed special conditions form part of the booking. Clauses 11 to 16 contain the fare, waiting, cancellation and refund rules. Any specific term differing from these standard terms must be explained and agreed before the contract is made. Mandatory consumer rights always apply. Material information given before booking remains binding where the law requires, unless a change is expressly agreed.

3 The people and services involved

3.1 “Customer” means the person or organisation making the contract. “Passenger” means a person travelling. A person booking for another must tell us whether they contract in their own name or have authority to act for an identified customer.

3.2 “Transport Provider” means the identified legal person contracting to provide the journey. It can be an independent driver or taxi provider with the necessary authority to supply the vehicle, or a licensed operator. It is not automatically whoever happens to drive. “Driver” means the individual carrying out the journey.

3.3 Our “Booking Services” include receiving requests, arranging and communicating acceptance, lawful allocation, payment administration where offered, and customer support. The “Transport Contract” concerns provision of the journey by the identified Transport Provider.

4 Our agency role

4.1 When we arrange a Transport Contract as disclosed agent, we act on the Transport Provider’s authority and identify that provider to the customer. The provider supplies the transport at common law. We remain responsible for carrying out our own Booking Services with reasonable care and skill.

4.2 Payment by cash, card, a supported digital wallet, prepayment or card authorisation does not by itself change the Transport Provider. These terms describe our agency arrangement; the parties’ actual authority, agreement and conduct must support it. Mandatory licensing law takes precedence, including where a journey involves an operator governed by a different statutory regime.

5 Requests acknowledgements and acceptance

5.1 A request tells us what journey you would like. An automated acknowledgement confirms receipt only. We will state whether a message is a quote, a pending request or confirmation that the journey has been accepted. Providing booking details or placing a card hold does not itself guarantee transport.

5.2 A Booking Services agreement arises when we agree to arrange your request on these terms. A Transport Contract arises when the identified provider accepts your offer and acceptance is communicated to you, including by Twinbound Transfers acting within its authority. This may occur by email, text, a supported platform message or an expressly confirmed telephone booking. We retain the acceptance record.

5.3 An internal driver application record is evidence of acceptance within the operating system; an undisclosed internal event alone is not our promised communication of a binding contract to you. A contract may also arise through clearly informed conduct at collection, but this cannot retrospectively impose terms or charges that were not properly disclosed.

5.4 For advance journeys we will distinguish an accepted transport commitment from a request still awaiting a provider. If we cannot secure acceptance, we will tell you promptly and release or return money held for the unprovided journey, subject to any separately agreed and lawfully chargeable Booking Service.

6 Information you receive

6.1 We will provide or confirm the booking reference, journey details, relevant vehicle capacity, Transport Provider, fare basis, material waiting and cancellation terms, and a way to contact us. Tell us promptly if something is wrong.

6.2 We will communicate driver and vehicle details before collection through an available channel, together with any information required by the relevant licence conditions. If you cannot receive electronic messages, tell us so that an accessible alternative can be arranged. A tracking link, if offered, is supplementary and may be unavailable temporarily.

7 Allocation and licensed operator subcontracting

7.1 You agree that we may arrange lawful fulfilment through an appropriate Twinbound Transfers licensed operation or another properly licensed operator, including statutory subcontracting under section 55A of the Local Government (Miscellaneous Provisions) Act 1976 where applicable.

7.2 We record the original accepting licensed operation and any receiving operation’s acceptance. Where both licences belong to Golden Transfers Ltd, the legal company remains the same; the records still identify the relevant licences and fulfilment path.

7.3 Routine allocation or lawful subcontracting does not require a separate telephone conversation merely because it happens internally. We will nevertheless provide any information and obtain any agreement required by law, licence conditions or a material change to the agreed service. The following clause applies if the proposed change affects your contracting provider.

8 Changes to drivers providers or journeys

8.1 A replacement driver can perform a journey for the same contracting provider, provided the arrangement is lawful and the agreed service is maintained. We will update the relevant driver and vehicle information.

8.2 Subcontracting or an internal dispatch change does not automatically replace the Transport Contract or release an existing party from responsibility. If we propose a different contracting provider, we will clearly explain the new provider and any effect on your contract and obtain any agreement needed for that change. Existing rights and accrued liabilities remain unless lawfully agreed otherwise.

8.3 We will seek agreement to a material change in price, timing, capacity, accessibility or another essential requirement. If the agreed journey cannot be supplied and you reject a materially different alternative, you may cancel and receive the refund due for unprovided services, without losing other remedies available by law.

9 Statutory operator responsibility

9.1 Nothing in these terms excludes or restricts liability imposed on a licensed operator under section 56 of the 1976 Act. Where that provision applies, the operator that accepted the booking can be liable on the resulting contract of hire even where the journey is arranged through an agency or subcontracting model.

9.2 You may raise a concern or claim with Twinbound Transfers. These terms do not require you to pursue a driver or another provider first where you have a right against Twinbound Transfers. Describing our agency role does not override licensing duties or consumer rights.

10 Booked licensed taxis

10.1 Where an independent licensed taxi or Hackney carriage provider is the Transport Provider, we arrange the contract and collect any authorised payment as that provider’s agent. We identify the legal provider and check the licences and authority relevant to the booked service.

10.2 Applicable taxi fare controls, lawful meter requirements and licensing restrictions continue to apply. A fixed or estimated quote will explain the basis that can lawfully be used for that journey. These terms do not authorise prohibited taxi activity in another district.

11 Fares and additional charges

11.1 Airport, port, city and long-distance quotations are fixed for the confirmed itinerary, vehicle, passengers and luggage unless a different lawful fare basis is expressly explained and accepted before booking. We will include unavoidable charges that can reasonably be calculated, including applicable tax, access charges, parking and tolls. Where a variable charge cannot yet be calculated, we will explain its basis before acceptance. A fixed fare is not increased simply because ordinary traffic makes the agreed journey take longer.

11.2 Extra stops, a changed destination, additional passengers or luggage, or a different vehicle may require a revised price and availability check. We will explain and seek agreement to that revision before the change is carried out. Waiting or other variable extras are payable only on the basis disclosed and agreed before they arise. A separate Twinbound Transfers booking fee must be clearly identified as our own charge; otherwise no separate booking fee is added.

12 Payment and receipts

12.1 Each booking must be paid individually by an agreed payment method and at the time stated before acceptance. Twinbound Transfers does not provide corporate credit accounts or monthly invoicing under these terms. A business profile, repeat booking or receipt does not create credit. A genuinely separate written business agreement is required for any different arrangement.

12.2 Where we collect the journey fare, we do so as authorised payment collection agent for the Transport Provider. Payment received by Twinbound Transfers discharges your corresponding fare liability to that extent. We may deduct charges agreed with the provider before remitting its entitlement. Those deductions do not add to your fare unless separately disclosed and agreed.

12.3 The receipt will identify the supplier and any separate Twinbound Transfers charge as required. We will not impose an unlawful payment surcharge. Do not send full card numbers or card security codes by email or ordinary messages.

13 Card authorisation and advance payment

13.1 Where card facilities are offered, we will explain the amount of any temporary authorisation and when collection is intended. A hold reserves funds but is not a completed payment. Its release may take additional time to appear because of your card issuer’s processing.

13.2 If we offer advance collection before a Transport Provider has accepted, we will first explain that the request is pending, the amount to be taken and the conditions for its return. Such money is a conditional advance towards the proposed journey, not proof that a transport contract already exists. Once a provider accepts and our collection authority applies, clause 12.2 governs the fare. If no provider accepts, we return the journey payment; a separate Booking Service charge is payable only if expressly agreed in advance and lawfully due.

13.3 Additional collection requires a valid payment authority and a charge properly due under the agreed terms. We will provide a breakdown and investigate disputes. No clause permits an arbitrary charge to a saved card. Payment failure may require another method or prevent a request being accepted, but does not remove rights concerning unauthorised payments.

14 Airports and time critical journeys

14.1 Give us the correct flight or vessel, terminal, date, passenger numbers, luggage and contact details. Tell us the airline or port check-in deadline and any appointment or connection deadline so a suitable collection time can be agreed. Check the booking confirmation and tell us promptly of changes. A road journey time shown in general route guidance is an estimate, not a guaranteed arrival time.

14.2 For an arrival collection, the confirmation must specify whether collection is at a fixed time or linked to actual flight or vessel arrival, any allowance for disembarkation, the meeting point, included waiting and any additional waiting rate. Flight monitoring and meet and greet apply as confirmed. If no different trigger is agreed, the stated pickup time is the collection time. No waiting rate or allowance is invented after the booking. Necessary disability assistance must not attract an unlawful charge.

14.3 Contact us when a flight, vessel or collection time changes, even where monitoring has been agreed. If a delay materially affects availability, we will discuss a revised time or suitable alternative and explain any proposed charge before you agree. A delayed flight or ship does not automatically permit unlimited waiting charges. We and the provider must exercise reasonable care, communicate material disruption and honour any remedy due under the contract or law.

15 Arrival waiting and absence

15.1 Be ready at the agreed collection point and provide a working contact route where possible. Drivers must use the correct pickup instructions and follow agreed assistance arrangements. We will make reasonable attempts to contact you before treating a journey as a no show.

15.2 Any paid waiting must follow the trigger, included allowance and rate agreed for your booking. Without an agreed charging basis, we will not retrospectively impose a standard waiting fee. Before recording a no show, we will check that the driver attended the correct place and time, allowed the agreed waiting period and made reasonable contact attempts. If no absence threshold was agreed, the driver must wait a reasonable period in the circumstances and we will assess the evidence before seeking any charge under clause 16.

16 Changes cancellations and refunds

16.1 You may request a change or cancel by telephone, WhatsApp, an advertised email route or a cancellation facility we provide. Give the reference and journey details and keep evidence of your request. Cancellation takes effect when we receive a sufficiently clear notice through an advertised route, not only when we send an acknowledgement. For an imminent collection, telephone us as well.

16.2 A requested change is subject to availability and your agreement to any revised price. Until a change is agreed, the original booking remains in place unless you cancel it. We will not charge a cancellation fee simply because a requested variation could not be accepted.

16.3 If you cancel before a Transport Provider accepts, no transport cancellation charge is payable and any journey advance is returned. A separately agreed Booking Service charge is payable only to the extent it was disclosed, earned and lawfully chargeable.

16.4 After provider acceptance, a clearly disclosed and fair cancellation scale may apply if it was agreed before the contract was made. If no scale was agreed, a cancellation charge is limited to reasonable, evidenced net loss directly caused by your cancellation, capped at the agreed fare for the cancelled journey. We and the provider must take reasonable steps to reduce loss, deduct avoided costs and replacement earnings attributable to the cancelled booking, and avoid double recovery. No loss means no cancellation charge. Driver acceptance or dispatch alone does not automatically make the full fare payable.

16.5 The same safeguards apply to a genuine passenger no show. We will provide the arrival, waiting and contact basis and a breakdown of any charge. No passenger cancellation or no-show charge is payable where the cause was our or the provider’s failure to perform the agreed service, or where charging would breach disability or other mandatory rights. Any waiting charge and cancellation claim must not compensate the same loss twice.

16.6 If we or the provider cancel, cannot supply the agreed journey, or offer a materially different alternative that you reasonably reject, we return payment for the unprovided service. You retain other remedies for any breach. A return journey is treated separately unless the bookings expressly make the journeys interdependent; cancelling one leg does not silently cancel the other.

16.7 Refunds are made to the original payment method where reasonably possible, unless another appropriate method is agreed. We will explain the calculation and any lawful deduction. We aim to initiate a refund within 14 calendar days after entitlement is established, and will comply with any shorter legal deadline. Card issuers may take additional time to display it. We will not delay an established refund because our provider has not reimbursed us.

16.8 Passenger transport does not generally carry the standard 14-day distance-selling cancellation right. This does not remove the cancellation rights granted here, rights concerning any separately supplied Booking Service where applicable, or remedies where a service is not supplied as agreed. We will give any separate cancellation information and obtain any early-performance request required by law for a separately charged Booking Service.

17 Disabled passengers and assistance

17.1 We welcome practical information needed to arrange a suitable vehicle and assistance. You do not have to provide an unnecessary medical diagnosis. Advance information helps planning but does not remove rights to lawful assistance or justify discrimination where information was not provided in advance.

17.2 Applicable duties concerning disabled passengers, wheelchair users and assistance dogs apply without prohibited additional charges. A valid statutory exemption will be checked; driver preference is not an exemption. We will accurately confirm suitable vehicle availability, wheelchair capacity and safe assistance arrangements. Any inability to carry a passenger must be based on a lawful, individual assessment, not a blanket exclusion. We will help seek a suitable lawful alternative where reasonably practicable.

18 Children and young passengers

18.1 Tell us the ages and restraint needs of children. Appropriate seating and restraints must meet the law and any stricter arrangement accepted for the booking. A taxi exemption is not a promise that a particular child seat is available or suitable.

18.2 An unaccompanied young passenger is carried only after we expressly agree the age and suitability of the arrangement, responsible adult contacts, collection and handover instructions, and what to do if an authorised adult is absent. An ordinary booking does not itself confirm those arrangements. Once accepted, safeguarding and reasonable care duties remain. A driver will seek help rather than leave a child at an unsafe or unauthorised handover point.

19 Conduct and safety

19.1 Passengers must comply with lawful safety instructions, use seatbelts where required, and avoid threatening, abusive or unlawful behaviour. Smoking, vaping and illegal substances are prohibited in the vehicle. Any alcohol restriction communicated for the booking and required by licensing rules applies; no open alcohol is permitted on a journey carrying a child under these terms.

19.2 A journey may be refused or safely ended where necessary because of a serious safety risk or unlawful conduct. Decisions must be proportionate, non-discriminatory and consistent with safeguarding duties. A vulnerable passenger or child must not be abandoned in an unsafe place. Any resulting charge must be lawfully due and supported by the circumstances.

20 Luggage animals and possessions

20.1 Tell us about large, unusual or excessive luggage so the vehicle can safely accommodate passengers and possessions. We may decline items that cannot be carried safely or lawfully. Ordinary pets require prior agreement; assistance dogs are dealt with under clause 17.

20.2 Take reasonable care of your possessions and check before leaving. Report lost property promptly with the reference and a description. We will contact the relevant provider, arrange secure handling and explain collection or delivery options. We may require reasonable proof of ownership. Any delivery charge must be explained and agreed in advance. This does not exclude liability for loss caused by a breach of duty or override legal requirements for handling found property.

21 Damage and cleaning

21.1 A person responsible for damage or excessive soiling may be required to pay reasonable, evidenced costs caused by their conduct, subject to law. Normal wear is not chargeable. We will explain the incident, evidence and calculation before pursuing a disputed amount.

21.2 Booking for another person does not automatically make you liable for every act of that person. Responsibility depends on your own conduct, any fair agreement and applicable law. Internal provider charges do not automatically become passenger charges.

22 Bookings for other people

22.1 Provide accurate details and authority to make the booking, and give passengers the journey and provider information they need. Do not disclose unnecessary health or other sensitive information about another person.

22.2 Before acceptance, tell us whether an organisation buys the booking in its own name or acts as authorised agent for a named customer. Where the organisation is the buyer, passengers do not become fare debtors merely by travelling. If it acts with authority for a named customer, the contract is made for that customer. A business or travel intermediary booking does not by itself change the Transport Provider or our agency role. A tour operator remains responsible for its own downstream travel or package obligations where applicable.

23 Disruption and reasonable care

23.1 Traffic, weather, road restrictions and other events can affect journeys. The responsible party must take reasonable steps to reduce disruption, communicate material changes and provide remedies where due. These circumstances do not automatically excuse negligent planning or permit retention of payment for unprovided services.

23.2 We may suggest a safe alternative route or collection point where necessary, taking account of agreed accessibility and essential requirements. A material change remains subject to clause 8.

24 Complaints and support

24.1 Twinbound Transfers is your first support contact for a booking arranged through us. Contact us under clause 1 with the reference, journey date, issue and requested resolution. We will acknowledge complaints promptly, review relevant booking and payment evidence with the provider, and explain the outcome and any remedy. If investigation takes longer, we will provide an update. You may ask for review by the person responsible for complaints if dissatisfied.

24.2 You may also contact the relevant licensing authority, police or another appropriate body. You do not have to complete our complaints process before reporting a safety concern or exercising a legal right.

25 Personal information and communications

25.1 We use booking and passenger information to arrange and administer the journey, take payment, provide support and meet applicable legal duties. Necessary information may be shared with the selected driver, provider, licensed operator and relevant service suppliers. Our separately supplied privacy notice explains the purposes, lawful bases, recipients, retention and your rights in more detail; ask through clause 1 if you need a copy. Service messages are separate from optional marketing.

25.2 Acceptance of these terms is not consent to all personal data processing, recording or marketing. Any optional consent is requested separately, and any call recording, CCTV or other monitoring requires its own appropriate information and lawful arrangements.

26 Liability and consumer rights

26.1 Nothing excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, applicable section 56 liability or any right that cannot lawfully be excluded. This includes mandatory consumer rights concerning reasonable care and skill and remedies for breach.

26.2 Subject to those rights, responsibility for loss depends on the breach, causation, reasonable foreseeability and reasonable steps to limit avoidable loss. These terms do not impose a blanket cap equal to the fare or an automatic exclusion of missed travel connections.

26.3 A consumer booking is for private use. Any claim for business loss must be assessed under the applicable contract and law. A refund or goodwill offer is not a full and final settlement unless a separate, informed and lawful settlement is agreed.

27 Changes to terms and remaining provisions

27.1 We may update these terms for future requests. The version supplied for an existing contract continues to apply unless a lawful change is agreed or mandatory law requires otherwise. A delay in enforcing a right does not waive it. If a provision is unenforceable, the remaining lawful provisions continue where possible.

27.2 A transfer of our business or an agreement must not unlawfully reduce your rights. This clause does not authorise an undisclosed change of transport provider or override clause 8.

28 Governing law and effective date

28.1 These terms are governed by the law of England and Wales, subject to any mandatory consumer protections and court rights applicable to you. They do not require a consumer to give up a right to bring proceedings in a court available under applicable law.

28.2 Version 1.0, dated 15 September 2026. This version applies to contracts for which it is supplied and accepted; it does not retrospectively replace earlier agreed terms. Read it with the quotation and journey confirmation, including any expressly agreed waiting or cancellation schedule.

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