Last updated: May 2026
Terms of Service
Grays CabLine Limited — Licensed Hackney Carriage, Grays, Thurrock, Essex
1. Acceptance of terms
By making a booking with Grays CabLine — whether by telephone, online, through our app, or in person — you agree to be bound by these Terms of Service. If you do not agree to these terms, you should not use our services.
2. Bookings
All bookings are subject to vehicle availability. A booking is confirmed when we provide you with a confirmation by phone, text, or email. We reserve the right to decline or cancel bookings at our discretion, in which case any payment already taken will be refunded in full.
3. Pricing and payment
All prices quoted are fixed and agreed at the time of booking. The quoted price is the final price — there are no hidden charges or surcharges unless we have notified you of additional charges in advance (e.g., additional waiting time beyond the agreed allowance). Payment may be made by cash, card to the driver, or by card online at the time of booking.
4. Cancellation policy
Cancellations made more than 24 hours before the scheduled pickup time will receive a full refund. Cancellations made less than 24 hours before the scheduled pickup time may be subject to a cancellation fee of up to 50% of the fare. No-shows (where a passenger fails to appear at the agreed pickup location within 10 minutes of the driver's arrival) will be charged the full fare. For full details see our Cancellation & Refund Policy at grayscabline.co.uk/refund-policy/.
5. Waiting time
For standard bookings, drivers will wait up to 10 minutes at the pickup address at no extra charge. For airport arrivals, drivers will wait up to 60 minutes from the scheduled landing time at no extra charge (extended by any additional flight delay). Additional waiting time may be charged at our standard waiting rate.
6. Passenger conduct
Passengers are expected to behave in a respectful manner toward drivers and other passengers. We reserve the right to refuse carriage or terminate a journey where passenger behaviour is abusive, threatening, or endangers the safety of the driver or others. No refund will be issued in such circumstances. Eating or drinking in vehicles is at the driver's discretion. Smoking or vaping is strictly prohibited in all vehicles.
7. Luggage
Passengers are responsible for their own luggage. We accept no liability for loss or damage to luggage carried in our vehicles, except in cases of proven negligence by the driver. Passengers with excessive or oversized luggage should notify us at the time of booking.
8. Delays and force majeure
We make every effort to be punctual. However, we cannot accept liability for delays caused by circumstances beyond our control, including but not limited to: exceptional traffic conditions, road closures, extreme weather, acts of God, or civil disturbance.
9. Child safety
Under UK law, passengers are responsible for providing appropriate child car seats for children. We can provide standard child seats on request at the time of booking. Please notify us if you require a car seat.
10. Governing law
These terms are governed by the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.
11. Contact
Questions about these terms should be directed to: Grays CabLine Limited, 103a London Road, Grays, Essex, RM17 5YB. Tel: 01375 506162. Email: bookings@grayscabline.co.uk.