01 Quotations & Rates

• 1.1 Inclusive Pricing: All prices are in GBP (£) and are inclusive of VAT at the current standard rate.
• 1.2 24/7 Support: Our operation centre is open 24 hours. Contact: 0208 688 7744.
• 1.3 Inclusions: Quotes include Airport Meet & Greet, waiting time (see section 2), and parking or tolls. Gratuities are discretionary.

02 Waiting Time Policy

2.1 Flight Tracking: We track your flight and amend the requested pickup time according to the actual landing time.

2.2 Airport Waiting Time: We provide 30 minutes FREE waiting time after your requested pickup time. After this, APL reserves the right to charge the following fees (inclusive of VAT):

• 2.3 Hotel/Address Pickups: 15 minutes complimentary waiting time. Thereafter £10.00 per 15-minute block.
• 2.4 Cruise/Ferry Ports: 60 minutes free waiting time.
• 2.5 Eurostar: 30 minutes free waiting time.
• 2.6 Driver Location (No-Show): If you cannot locate your driver, please contact us immediately. If you leave the pickup point without notifying us, the booking will be recorded as a No-Show and the full fare will remain payable.

03 Payments & Receipts

• 3.1 Methods: We accept Debit/Credit Cards (including Amex), PayPal, Apple Pay, Google Pay, Revolut, WeChat Pay, and AliPay.
• 3.2 No Cash Policy: Cash is NOT accepted for bookings. However, cash may be used to pay for gratuities (tips) or optional extras directly to the driver.
• 3.3 Security: Payments are processed securely via Stripe or PayPal. We do not store any credit card details on our servers.
• 3.4 Receipts: Upon completion, APL will issue a VAT invoice. As the Principal provider of the transport service, the invoice will reflect the total fare including VAT.

04 Cancellation Policy

• 4.1 More than 12 hours before pickup:
  FREE cancellation (£10 administration fee applies to cover card processing charges)
• 4.2 Between 6 and 12 hours before pickup:
  50% of the fare will be charged
• 4.3 Less than 6 hours before pickup:
  100% of the fare will be charged (No refund)

Refund processing time: Refunds may take up to 7 working days, depending on your bank.

05 General Terms & Supplements

• 5.1 Liability & Missed Flights: APL cannot be held responsible for missed flights or connections due to traffic, adverse weather, or unforeseen circumstances. In the unlikely event of a service failure, APL's liability is strictly limited to the cost of the transfer paid. We are not liable for consequential losses (e.g., flight tickets).
• 5.2 Supplements: APL reserves the right to apply a supplement of £20.00 if passengers arrive with excess luggage not declared at the time of booking. Drivers may refuse to carry luggage in the seating area for safety reasons. In such cases, an additional vehicle will be dispatched to accommodate the excess items (additional booking charges will apply).
• 5.3 Soiling Charge: APL reserves the right to charge a vehicle valeting fee of £60.00 for any damage or soiling caused by the passenger.
• 5.4 Extra Mileage: APL may charge £2.00 per mile for any route deviations requested by the customer during the journey.
• 5.5 Pets: £25.00 valeting charge applies. Pets must be caged or harnessed.
• 5.6 Right to Refuse: The driver has the right to refuse to carry any passenger who is thought to be under the influence of alcohol or drugs, or whose behavior is abusive/threatening. In such cases, the full fare will be charged and no refund issued.
• 5.7 Lost Property: Passengers are responsible for their own belongings. APL and its drivers accept no liability for items left in the vehicle. Any found items are returned to our Heathrow office. Once postal charges are paid by the customer, items will be dispatched via Next Day Delivery.

06 Child Seats

APL will provide child seats free of charge where possible, subject to the following maximum limits per vehicle type:

• Saloon Car: Max 1 Child Seat
• MPV: Max 2 Child Seats
• Minibus: Max 3 Child Seats

Important: London Private Hire Vehicles (PHVs) are exempt from child seat laws. If a seat is not available, children must sit in the rear using adult belts (if over 3 years old).

07 Vehicle Capacity & Luggage

Passengers must ensure they book the correct vehicle size for their group and luggage. The following limits apply:

• 7.2 Oversized & Special Items: Passengers must declare all oversized or special items at the time of booking. Common examples include:
  • Wheelchairs & Mobility Scooters
  • Bicycle Boxes, Skis & Snowboards
  • Golf Clubs & Large Musical Instruments
  • Any item exceeding standard suitcase dimensions
  Mandatory Requirement: Transfers involving oversized or special items require a 7-8 Seater Minibus to ensure sufficient space and safe transportation.

  If you have any questions or are unsure whether an item is considered oversized, please contact our 24/7 landline on +44 (0)20 8688 7744 before booking.

08 Data Protection & Quality Standards

• 8.1 GDPR Compliance: APL is fully compliant with the General Data Protection Regulation (GDPR). We are committed to ensuring the security and protection of the personal information that we process.
• 8.2 ISO 9001 Certified: We are proud to be ISO 9001 certified. This internationally recognized standard ensures that our products and services meet the needs of our clients through an effective quality management system.

09 Special Assistance Services

APL offers specialized assistance for unaccompanied minors, elderly passengers, and luggage handling. These services are subject to the following terms:

• 9.1 Pre-Booking Essential: Unaccompanied Minor and Assisted Elderly services must be requested and confirmed in advance. If not pre-booked, we may be unable to provide terminal escort or supervised handover.
• 9.2 Unaccompanied Minors (Under 16 years old travelling alone): The customer is responsible for complying with the airline’s requirements (including completing any Unaccompanied Minor forms). APL’s service supports the safe handover but does not replace airline policies or procedures.
• 9.3 Assisted Elderly Service: The customer confirms the passenger is fit to travel by car. Our drivers can assist and supervise but cannot provide medical care, lifting beyond reasonable assistance, or physical carrying unless explicitly agreed and safe.
• 9.4 Waiting Time & Delays: Standard waiting time charges apply (as per Section 2). If extended waiting is required due to flight delays, airline processing (e.g., handing over a minor), or the late arrival of the authorised recipient, additional waiting charges will apply.
• 9.5 Porter Service:
  • Operating Hours: Departures 06:00–20:00 | Arrivals 06:00–19:00. Service is unavailable outside these hours.
  • Allowance: One porter covers up to 8 suitcases. If you have more than 8 bags, an additional porter must be booked and charged.
  • Meeting Point (Arrivals): The porter will meet you after passport control at the baggage carousel. Look for staff wearing a high-visibility jacket marked “Porter”. Please note: Porters do not display personalized name boards.
  • Porter Waiting Time: The porter will wait by the baggage carousel for up to 45 minutes after your flight lands (once baggage is in the hall). If you are delayed at immigration, you must contact us immediately to retain the service.
  • Cancellation: Porter services typically require significant advance arrangement. Therefore, this service cannot be cancelled within 24 hours of the scheduled time. Full charges will apply.