Terms of Service
Last updated: 7 May 2026
Service Agreement
These terms govern your use of Terminal to Door (“we”, “us”, “our”) transportation services operated by FG Twelve Ltd (Company Registration No. 09611895, TfL Operator License 009198). By booking a transfer or using our services, you agree to these terms.
Booking and Reservations
All bookings are subject to vehicle and driver availability. Advance booking is recommended, especially for airport transfers during peak travel periods. A confirmation email and SMS will be sent upon successful booking. Your booking reference is required for all trips.
We reserve the right to refuse service if the booking details provided are incomplete or inaccurate, or if the passenger fails to meet legal requirements for travel.
Quote Validity
All quoted prices are valid for 24 hours from the time of quotation. Prices may be subject to change after this period due to fuel costs, demand, or other factors. We recommend confirming your booking promptly to secure the quoted price.
Pricing and Payment
- All prices shown are estimates; the final price is confirmed at booking
- Payment methods accepted: Credit/Debit cards, Cash to driver (daytime only)
- Prices are all-inclusive: no hidden fees, no surge pricing, no meters
- Included in price: driver, fuel, tolls, waiting time (see below), meet and greet service, flight tracking
- Gratuity is not included and is at the passenger’s discretion
Surcharges
Additional charges may apply in the following circumstances:
| Surcharge Type | Details |
|---|---|
| Peak hours | 10pm - 6am: 10% surcharge |
| Weekend evenings | Friday & Saturday 10pm - 4am: 15% surcharge |
| Public holidays | Bank holidays: 25% surcharge |
| Christmas/New Year | 24 Dec - 1 Jan: 50% surcharge |
| Additional stops | £10 per extra stop |
| Excess luggage | Over 2 bags per passenger: £5 per extra bag |
| Modified routes | Tolls on routes different from original booking |
Waiting Time
Complimentary waiting time is included with all bookings:
| Location Type | Free Waiting Time |
|---|---|
| Airports | 60 minutes from flight landing |
| Cruise ports | 60 minutes from docking time |
| Train stations | 30 minutes from train arrival |
| All other locations | 15 minutes from pickup time |
Additional waiting charges after free period:
| Vehicle Type | Rate per 15 minutes |
|---|---|
| Standard Saloon | £7.50 |
| Executive Saloon | £10.00 |
| Estate/SUV | £10.00 |
| People Carrier (6-8 seats) | £12.50 |
| Executive Van | £15.00 |
Meet & Greet Service
Meet and greet service is included for all airport pickups. For certain terminals, additional fees may apply:
| Airport | Terminal | Meet & Greet Fee |
|---|---|---|
| Heathrow | Terminal 5 | Included |
| Gatwick | All terminals | Included |
| Stansted | Main terminal | Included |
| Luton | Main terminal | Included |
| London City | Main terminal | Included |
Cancellation Policy
| Timeframe Before Pickup | Cancellation Fee |
|---|---|
| More than 24 hours | Free cancellation |
| 3 to 24 hours before | 30% of fare |
| Less than 3 hours | 50% of fare |
| After driver departure / No-show | 100% of fare |
To cancel a booking, call our support line or use the cancellation link in your confirmation email.
Flight Cancellation
If your flight is cancelled by the airline and you provide proof of cancellation (airline notification, booking confirmation showing cancellation), you are entitled to a full refund regardless of the cancellation timeframe.
Service Standards
- Professional, licensed, and insured drivers
- Clean, well-maintained vehicles
- Meet and greet service for airport pickups
- Flight tracking for airport transfers
- 24/7 customer support
Fleet Standards
All vehicles in our fleet are:
- No older than 5 years from date of manufacture
- Fully licensed and insured for private hire
- Regularly serviced and maintained
- Deep cleaned between journeys
- Equipped with air conditioning
Third-Party Drivers
To ensure service availability during peak periods, we may use approved third-party licensed minicab companies. All third-party drivers are:
- Fully licensed by Transport for London (TfL)
- DBS checked
- Insured for private hire
- Subject to our quality standards
Passenger Responsibilities
You agree to:
- Provide accurate pickup and drop-off locations
- Be ready at the agreed pickup time and location
- Treat the driver and vehicle with respect
- Notify us immediately of any changes to your travel plans
- Not smoke in the vehicle under any circumstances
- Wear seatbelts at all times (legally required for all passengers)
- Report any lost items within 24 hours of your trip
Passenger Conduct
We reserve the right to refuse service or terminate a journey without refund if:
- A passenger behaves in a threatening or abusive manner towards the driver
- A passenger is deemed too intoxicated to travel safely
- A passenger engages in illegal activity
- A passenger attempts to overload the vehicle beyond its licensed capacity
- A passenger poses a risk to the driver, vehicle, or other passengers
Child Seats
- Child seats (rear-facing, forward-facing, and booster) available for £10 per seat
- Must be requested at time of booking
- Availability is not guaranteed - please book in advance
- Under 14 notification required: If any passengers are under 14 years old, you must notify us at booking so we can ensure appropriate arrangements
- Parents/guardians are responsible for ensuring children are correctly secured
Lost Property
- Lost items should be reported within 24 hours via phone or email
- We will make best efforts to locate and return lost items
- Items are retained for 14 days before disposal
- Collection or delivery of found items may incur a fee
- We are not responsible for items left in vehicles after 14 days
Damage and Cleaning Charges
Passengers are responsible for any damage caused to the vehicle during their journey:
| Damage Type | Charge |
|---|---|
| Interior soiling (minor) | £50 |
| Interior soiling (vomit/significant) | £150 |
| Upholstery damage | Cost of repair/replacement |
| Exterior damage | Cost of repair |
| Smoking in vehicle | £200 cleaning fee |
These charges will be applied to the payment method on file.
Prohibited Items
The following items are not permitted in our vehicles:
- Explosives or fireworks
- Firearms or weapons of any kind
- Hazardous materials or chemicals
- Illegal substances
- Excessively large or heavy items that may damage the vehicle
- Live animals (except certified assistance dogs)
Customer Support
24/7 AI Support Line: +44 7455 731212
- Instant booking assistance
- Trip inquiries and status updates
- General questions
- Available around the clock
Human Operator (Escalations): +44 20 3479 5700
- Complex issues requiring human intervention
- Complaints and disputes
- Booking modifications
Call Recording Disclosure
Important Notice: Calls to our 24/7 AI Support line (+44 7455 731212) are recorded for quality assurance, training, and dispute resolution purposes. By calling this number, you consent to the recording of your call. Your continued participation in the call after hearing this notice constitutes your consent. If you do not wish to be recorded, you may disconnect and contact us via email instead.
Liability Limitations
- We are not liable for delays due to traffic, weather conditions, road closures, or circumstances beyond our control
- Maximum liability is limited to the fare paid for the service
- We are not responsible for missed flights, connections, or appointments due to circumstances beyond our control
- We are not liable for loss of earnings, consequential losses, or indirect damages
Intellectual Property
The Terminal to Door name, logo, and website content are owned by FG Twelve Ltd. You may not copy, reproduce, or distribute our materials without written permission.
Contact Information
FG Twelve Ltd Trading as: Terminal to Door Jhumat House, 160 London Road London, IG11 8BB United Kingdom
Company Registration: 09611895 TfL Operator License: 009198
Email: bookings@terminaltodoor.com 24/7 AI Support: +44 7455 731212 Human Operator: +44 20 3479 5700
Governing Law
These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our services will be resolved in the courts of England and Wales.
Changes to Terms
We may update these terms from time to time. Material changes will be posted on this page with an updated effective date. Your continued use of our services after changes take effect constitutes acceptance of the revised terms.
Last updated: May 7, 2026