1. Company Details
Thor Transfer is the trading name of Booking & Transport Limited (Company No. 15383016), licensed by Transport for London (Licence No. 11832). Registered office: 50 Devonshire Road, Hornchurch, England, RM12 4LQ.
2. Bookings
A booking is confirmed only once a confirmation email or message has been issued.
Passengers must provide accurate:
- Pickup location
- Drop-off location
- Date & time
- Passenger count
- Luggage details
Incorrect details may result in additional charges.
3. Pricing
All quotes are based on:
- Distance
- Vehicle type
- Date & time
- Passenger & luggage details
Additional charges may apply for:
- Extra waiting time
- Extra stops
- Additional luggage
- Cleaning required due to passenger damage
4. Airport Charges
Our fixed prices already include the airport pick-up or drop-off charge. For journeys priced by distance, the airport charge is included in the price you are quoted before you book. Nothing is added afterwards. The charges we pay are set by the airport authorities and are listed on our Additional Charges & Fees page:
- Heathrow: £12 pick-up, £8 drop-off
- Gatwick: £12 pick-up, £10 drop-off
- Stansted: £10
- Luton: £10
- London City: £13.50 pick-up, £8 drop-off
- Southend: £8
5. Waiting Time Charges
Airport Pickups
- 60 minutes free after flight landing time
- After 60 minutes: charged per 15 minutes at the rate for your vehicle (see Additional Charges & Fees)
Non-Airport Pickups
- 10 minutes free
- After 10 minutes: charged per 15 minutes at the rate for your vehicle (see Additional Charges & Fees)
6. Extra Stops
£5–£15 depending on distance and time required.
7. Passenger Responsibility
Passengers must be ready at the agreed pickup time. Delays caused by passengers may incur waiting charges.
8. Liability
We are not responsible for delays caused by:
- Traffic
- Weather
- Road closures
- Accidents
- Events beyond our control
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. These terms do not affect your statutory rights under the Consumer Rights Act 2015, including your right to have our service carried out with reasonable care and skill.
9. Complaints Procedure
Thor Transfer (Trading name of Booking & Transport Limited, Company No. 15383016, TfL Operator Licence No. 11832) is committed to providing a professional and reliable service at all times.
If you are dissatisfied with any aspect of our service, please tell us within 7 days of the journey date where possible, so we can investigate while details are fresh. This does not affect your statutory rights.
Complaints should include:
- Passenger name
- Booking reference (if available)
- Date and time of journey
- Details of the issue
Complaints may be submitted via:
Email: info@thortransfer.co.uk
Telephone (office): +44 203 488 1747
Bookings 24/7 (call, text or WhatsApp): +44 7455 721989
We aim to acknowledge complaints within 48 hours and provide a response within 5 working days. Complex cases may take longer where investigation is required.
Where appropriate, we may offer a resolution including a partial refund, service credit, or other reasonable remedy.
If you are not satisfied with our response, you may escalate the matter to Transport for London (TfL) Private Hire Licensing.
10. Cancellations and Your Statutory Rights
Our bookings are for passenger transport services on a specific date and time. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation period for distance contracts does not apply to these bookings. You can still cancel or change a booking as set out in our Cancellation Policy.
11. Accessibility and Assistance Dogs
Assistance dogs are carried free of charge. If you or a passenger need help getting in or out of the vehicle, please tell us when you book. Please note that we do not provide wheelchair-accessible vehicles.
12. Governing Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
