Legal
Terms & Conditions
Last updated: August 2026
1. About these terms
These terms and conditions apply to every booking made with Colchester Express, whether made online, by phone, or by message. By making a booking you agree to these terms. We may update them from time to time; the version in force at the time of your booking applies.
2. Bookings and confirmation
A booking is only confirmed once we have acknowledged it by phone, message, or email. Fixed-fare quotes shown on this site are estimates for standard pickup/drop-off addresses within our usual coverage area, confirmed before you travel. We recommend booking airport and seaport transfers at least 24 hours in advance, especially for early-morning pickups.
3. Fares and payment
Fixed fares are agreed in advance and cover a standard journey between the stated pickup and drop-off points. Additional charges may apply for extra stops, significant waiting time, out-of-area addresses, or late-night/holiday surcharges where applicable — any such charges will be explained before or during your journey wherever possible. Local journeys not on our fixed-fare list are metered unless a fixed quote has been agreed in advance. We accept cash and card payment directly with the driver; corporate account billing is available on request.
4. Cancellations and no-shows
You may cancel or amend a booking free of charge with reasonable notice. Cancellations made with very short notice, or where a driver has already been dispatched, may incur a cancellation charge to cover the driver's time and mileage. If you are not at the agreed pickup point and cannot be reached within a reasonable waiting period, the booking may be treated as a no-show and a charge may apply.
5. Waiting time
A reasonable amount of waiting time is included at the pickup point free of charge. For airport pickups, we monitor your flight and adjust the pickup time for delays at no extra cost. Beyond the included waiting period, a waiting-time charge may apply, which will be communicated where possible.
6. Passenger conduct and luggage
Passengers are responsible for their own luggage and personal belongings; we recommend checking the vehicle before you leave. We reserve the right to refuse or end a journey if a passenger's behaviour puts the safety of the driver, vehicle, or other passengers at risk. Smoking is not permitted in any vehicle.
7. Lost property
If you believe you have left something in one of our vehicles, contact us as soon as possible at 07588 004600 or bookings@colchesterexpress.co.uk. We'll do our best to locate and return lost property, but cannot guarantee recovery.
8. Licensing and insurance
Colchester Express is licensed by Colchester City Council. All vehicles are licensed and insured for private hire use, and all drivers hold a valid enhanced DBS (background) check, renewed on a rolling basis.
9. Liability
We take reasonable care to provide a safe, punctual, and professional service. We are not liable for delays or losses caused by circumstances outside our reasonable control, including but not limited to traffic, adverse weather, road closures, or flight delays. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or any other liability that cannot be excluded under UK law.
10. Complaints
If you're unhappy with any aspect of your journey, please contact us at bookings@colchesterexpress.co.uk or 07588 004600 and we'll look into it promptly. Complaints about licensing or driver conduct can also be raised directly with Colchester City Council.
11. Governing law
These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
12. Contact us
Questions about these terms can be sent to bookings@colchesterexpress.co.uk or 07588 004600.