- Customers/ passengers booking with Medway Express Minicabs can travel secure in the knowledge that our vehicles are fully insured and drivers have been licensed by London local authority, The Public Carriage Office. We pride ourselves in giving clients a courteous, efficient and competitively priced service.

- Online bookings for journeys starting within 24 hours or from outside London & Home Counties should be confirmed by phone with our controllers. Your booked car may not show up otherwise. Booking made online without a verifiable telephone number may be dealt with in the same way.

- We discourage customers from calling our office from 'private' or 'witheld' telephone numbers, as we may charge them extra to cover the the cost of verifying their contact numbers. We will usually serve them after normal callers.

- Please be aware that this service is for quote & booking confirmations only. Payment can be made online through our secure service "PayPal", by telephoning 00044 (0) 2089989090 or by cash to the driver. We may ask for a deposit before confirming a booking. A charge is levied to cover the cost of processing a credit / debit card payments.

-Cancellations up to 24 hours before travel are free, but may attract a maximum service fee of 50% in certain instances that cost us. Thereafter no refunds will be available. If in the event that we are unable to fulfill your booking, we reserve the right to cancel the booking and refund any monies paid, less any credit card commissions.

- No surcharges are added for Toll Fees, Car Park Charges, except for meet and greet airport pick ups, or Night Charge Tariffs.

- London Heathrow Airport terminal 5 pick-ups & drop offs may incur an extra £2-5, unless specifically booked to T5.

- For those customers paying by cash or credit card, you may request a receipt from your driver. If, for any reason you did not receive a receipt for your journey, please feel free to email our office for a receipt at medwayexpress@ymail.com  quoting your reference number, or name and date.

- Whilst Medway Express Minicabs make every effort to get you to your destination on time, they cannot be held responsible for any foreseen and unforeseen events that may cause delays. It is the responsibility of the hirer to check their travel schedules, for example flight and departure times in advance of travel or contact the driver dispatched for the job as texted to them. Any recommendations as to time of vehicle arrival, flight departures or vehicle type suitable for the journey or any other advice given by Medway Express Minicabs or their staff are merely suggestions. The final decision rests with the person making the booking. No claim or action can be made against Medway Express Minicabs for such failures. By using the services of Medway Express Minicabs you agree to abide by these conditions.

- We reserve the right to upgrade the type of vehicle booked to a higher priced one or send multiple vehicles without further charge on the customer or his/her consent. We may subcontract the transfer to another licensed operator.

- Our Terms of Business are set in this site at different pages, including the this one and the FAQs.  We are also obliged to the rules and recommendations of the Public Carriage Office in London. The COMMON SENSE of what is expected from a prebooked, mainly unpaid for in advance, taxi service according to the current private hire standards in London, should prevail in case of any dispute. We try our best to excel, giving you the best value for your money.

-  We charge double the normal quoted fare for Christmas Day, Christmas Eve, Boxing Day, New Year Eve, New Year Day, any snowing day & on London Underground strike days.

- Please be aware that the legal status of all our private hire drivers is self-emplyed and they are not employees by Medway Express Minicabs. However, it is illegal for the drivers to take a booking directly from the customers. Customers should book their journeys via our website www.medwayexpress.com, our email medwayexpress@ymail.com  or our 24/7 telephone line 02089989090. Otherwise, the journeys are not insured.

- If you have any complaint about any aspect of this service or the driver you have to address it to the Operator first. Our contact details are here. If you were still unsatisfied by the actions taken by the Operator, you may then raise the complaint to the Public Carriage Office.

Airport Pick-Ups Policy

The service we offer is a private hire / taxi / door to door transfer for the number of passengers you have booked to the specified destination. Airport pick-ups are of specific destinctive terms.   - We monitor all flight arrivals for a confirmed/ actual landing time. We only use official information. If your flight is either earlier, or delayed we will meet you after the actual arrival. We do not charge for flight delays.   - If your flight is cancelled in advance or diverted to another airport, please contact us on 0044 (0) 2089989090. we will wait for further instructions from you (ie new flight number/time/terminal).   - We will meet you outside the departures/arrivals hall, usually 30 minutes after the flight has been confirmed to land (unless otherwise agreed). Our office/driver may also call or text you while waiting outside the terminal in the pick-up area to tell you your vehicle registration and where it is waiting.  Our free waiting time is 90 minutes after actual arrival time. £10 an hour waiting time will be incurred afterward.   - We strictly require a mobile/cellphone of the lead passenger we pick-up as this is our way of establishing contact with the passengers.   - We may, in certain situations, accept meet and greet bookings and use a greeting board to display a name of your choice, when there is no contact number to ring, but this will incur waiting time and parking charges, that is variable between airports.   - We strongly recommend that passengers contact the office immediately after landing, so we can dispatch your booked car to meet you. In many situations where the pick-up is not paid in advance we do not dispatch the car untill such a contact was established. We are 20-30 minutes away from London Heathrow Airport & 40-60 minutes from London City, Luton, Gatwick & Stansted Airports.   - Our driver will generally assist you with your luggage to the vehicle. Our driver will show you a car park receipt as proof of waiting for pick-ups inside the airport.   -WHEN YOU NEED TO CANCEL THE JOB (OF AN AIRPORT PICK-UP) PLEASE KEEP US INFORMED IN ADVANCE. CANCELLATION 24 HOURS IN ADVANCE IS FREE.   - We will wait a maximum of 1 hour and 30 mins (free) from the time that your plane lands, before we deem that you have been "No Show". You need to contact the our 24/7 landline 0044 (0) 2088105060 or our dispatched driver to update your situation.    - If you are going to be longer than 1 hour 30 minutes, & you cannot contact us, we would recommend that you ask someone to inform our office or driver that you will be delayed. Please note that further waiting time and car park charges will increase dramatically after your FREE waiting time has elapsed.