Privacy Policy

To amend a booking, contact us via email or telephone. Amendments made directly with drivers are not valid. A confirmation email will be sent once your amendment is processed.

Cancellations are accepted with a minimum of 24 hours' notice. A transaction fee of £10 or 10% (whichever is greater) will apply per journey. Cancellations must be made via email, and only considered valid once you receive a confirmation from us. If you do not receive an email confirming cancellation, it means we have not received it. Refunds will not be issued under the following circumstances: • No-show for pre-paid bookings. • Cancellations made with less than 24 hours’ notice. • Other refund considerations must be addressed directly with our customer service team.

All complaints must be submitted in writing within 14 days of the relevant incident. We recommend replying directly to your booking confirmation email for efficient processing. Please note that phone calls may be recorded for quality assurance and training purposes.

Our customer service hours are Monday to Friday, 9 am–5 pm GMT/BST (excluding Bank Holidays).

In case of an emergency during your ride, passengers can immediately alert the driver. Our team is dedicated to ensuring you feel safe and supported at all times.

X Line Cars Ltd maintains a zero-tolerance policy towards harassment. We reserve the right to refuse service to any individuals violating this principle to ensure a respectful and safe environment for our staff and customers.

Your safety is our top priority. Whether you're travelling yourself or booking for someone else, we understand the importance of peace of mind. Live GPS tracking is available so passengers can share their location with family and friends in real time.

All bookings must be made through our official channels—app, website, telephone, or email. This ensures that confirmations are issued and the journey is fully insured.

Upon successful payment, you will receive a Journey Acknowledgement email from X Line Cars Ltd. It is your responsibility to verify that all journey details are correct. A separate Journey Details email will be sent once a driver has been assigned. This will include pickup instructions and the driver's contact number. Please ensure you bring this information with you—no refunds will be issued for failure to do so. X Line Cars Ltd accepts no liability for missed flights under any circumstances, including but not limited to traffic congestion, road accidents, mechanical failures, adverse weather, or other unexpected events. We strongly advise passengers to allow at least 2 to 3 hours before flight departure when scheduling transfers to the airport. X Line Cars Ltd will not be held responsible for missed flights resulting from insufficient travel time. Should you choose to arrive at the airport with less than the recommended buffer time, it is entirely at your own risk. All passengers are strongly advised to obtain adequate travel insurance before making a booking. No reimbursement will be issued to passengers who leave the pickup location without their driver and opt for alternative transport. X Line Cars Ltd is not liable if the number of passengers or luggage exceeds the capacity of the booked vehicle. If unsure, please consult our customer service team for advice before travel. In accordance with taxi licensing regulations, all luggage must be securely stored in the vehicle’s boot. Please consider this requirement when choosing your vehicle. The transportation of animals must be pre-approved at the time of booking. Any animal must be secured in an appropriate travel crate. X Line Cars Ltd reserves the right to refuse carriage of unapproved animals and will not cover any associated costs resulting from non-compliance. The route taken during your journey is determined by the driver on the day. While route preferences may be considered, the driver has the final say. Please provide your arrival details into the UK, not your departure information. If your flight is significantly delayed, inform us as soon as possible. While X Line Cars Ltd operates its own fleet, third-party providers may be used when necessary. If your selected vehicle is unavailable, X Line Cars Ltd reserves the right to offer a complimentary upgrade to a higher vehicle class. Bookings that fall within the following timeframes are subject to a 50% surcharge: • 18:00 on 24th December to 23:59 on 26th December • 18:00 on 31st December to 23:59 on 1st January • Other special dates may also incur a surcharge. All card payments are securely processed via encrypted checkout. X Line Cars Ltd does not store or process full card data—only limited data is retained. During payment, you may choose to save your card for future convenience. Your payment details are stored securely by our certified payment partner, and can be removed at any time via your online account or by contacting us. Card transactions made on our website are eligible for repeat payments (Customer-Initiated Transactions - CIT), pending relevant authentication. For example, if you later add a service such as "Meet & Greet," we may, with your consent, charge the existing payment method. Refunds for cancelled or modified services may be processed via the original payment method. Administrative fees may apply—see our Cancellations section for further details. Passengers are financially responsible for any repairs or professional cleaning needed due to damage caused to the vehicle that exceeds standard wear and tear.

All toll and parking fees are included in our instant online quotes.

For airport pickups, a 30 to 60-minute grace period is provided from the actual flight landing time. After this, a waiting charge of £20/hour will apply. Should you request a delayed pickup time, no additional grace period will be provided. If you are ready earlier than scheduled, you must wait for your arranged time. Unless otherwise stated via email in advance, we will assume you require a standard pickup. For all other journeys, waiting time is charged at £20/hour, starting from the scheduled collection time or any additional en-route stops.