Passenger Terms & Conditions

Microlight Enterprises Ltd trading as ML Transfers | Version 1.0 | Effective 29 September 2026

1. Who we are
These Terms and Conditions apply to private hire bookings accepted by Microlight Enterprises Ltd trading as ML Transfers (‘ML Transfers’, ‘we’, ‘us’ or ‘the Operator’). Our contact details are shown at the end of these Terms.

2. Contract with the passenger
When we accept a private hire booking, the contract for the journey is between Microlight Enterprises Ltd and the person making the booking. We contract as principal and are responsible for providing the journey that is the subject of the booking. The driver is not the passenger’s contracting party.

3. Booking and acceptance
All journeys must be pre-booked through an approved ML Transfers booking channel. A booking is accepted when ML Transfers confirms it. A passenger must not ask a driver to undertake an unbooked journey. Any material change to a journey must be agreed through ML Transfers.

4. Information you provide
Customers must provide accurate booking information, including the passenger name, contact details, collection point, destination, date and time of travel, passenger numbers, luggage requirements, flight details where relevant, and any accessibility or other special requirements. Please tell us promptly if anything changes.

5. Booking confirmation
Before the journey starts, we will provide the booking confirmation information required by law. This includes the vehicle registration mark, the driver’s first name, the driver’s private hire licence number and, where the passenger is able to receive it, a photograph of the driver.

6. Drivers and vehicles
Journeys accepted by ML Transfers will only be allocated in accordance with applicable private hire licensing requirements. Drivers and vehicles must hold the licences, insurance and other documents required for the work they perform.

7. Fares and payment
Before the journey starts, we will provide either a fixed fare or an accurate estimate of the fare. The price may reflect distance, journey time, vehicle type, waiting time, parking, tolls, airport or venue charges and other services requested. Any extra charge that may apply will be explained or made available before it is charged. Payment may be accepted by card, bank transfer, payment link, corporate account or another method agreed by us.

8. Waiting time, delays and flight collections
Passengers should be ready at the agreed collection time. For airport and other timed collections, any included waiting period or additional waiting charge will be communicated as part of the booking arrangements. We will make reasonable efforts to meet agreed collection times, but traffic, road closures, severe weather, flight disruption and other matters outside our reasonable control can cause delay.

9. Cancellations and no-shows
You may cancel a booking by contacting ML Transfers through an available booking or customer-service channel. A cancellation or no-show charge will only be applied where the applicable charge or charging basis was made available to you before the booking was confirmed or otherwise agreed with you. If we cannot fulfil an accepted booking, we will take reasonable steps to arrange an alternative where appropriate and will refund any amount paid for a service that we do not provide, subject to any lawful deduction already agreed.

10. Passenger conduct
Passengers must behave lawfully and reasonably and must not threaten, abuse or endanger a driver, other passengers or any other person. A journey may be refused or ended where continuing would be unlawful or would create a genuine safety risk. The passenger may be responsible for reasonable cleaning or damage costs caused by them where those costs are lawfully recoverable.

11. Accessibility and assistance dogs
We will not discriminate unlawfully when providing our service. Disabled passengers and passengers travelling with assistance dogs will be treated in accordance with the Equality Act 2010. No additional charge will be made because a passenger is disabled or is travelling with an assistance dog. Please tell us at the time of booking about any accessibility assistance you require so that suitable arrangements can be made.

12. Children
Where a child is travelling, the person making the booking is responsible for giving us any information reasonably required for the journey. Child-seat requests are subject to availability and must be agreed at booking. Nothing in these Terms changes any legal rule that applies to the use of child restraints in private hire vehicles.

13. Luggage and personal property
Passengers should make sure that the vehicle requested is suitable for their luggage and other items. Passengers are responsible for their personal belongings. Lost property should be reported to ML Transfers as soon as possible. We will record and handle lost-property reports in accordance with our procedures and applicable licensing requirements.

14. Complaints and safety concerns
If you have a complaint or safety concern, please contact ML Transfers using the details below. We will record and investigate complaints connected with bookings we accept and will document the outcome and any action taken. In an emergency, call 999.

15. Subcontracting of bookings
Where permitted by law, ML Transfers may arrange for another appropriately licensed private hire operator to fulfil a booking. Where this occurs, we will handle the booking and passenger information in accordance with applicable law and licensing requirements and provide any information that must be given to the passenger.

16. Personal information
We process personal information to administer bookings, allocate drivers and vehicles, communicate with customers, process payments, investigate complaints, meet legal and licensing requirements, maintain required records and protect safety. Further information should be set out in our Privacy Policy.

17. Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded. Subject to those rights, we are not responsible for loss caused solely by events outside our reasonable control. These Terms do not affect your statutory consumer rights.

18. Changes to bookings
Changes requested after a booking has been accepted are subject to availability. A change to the collection point, destination, journey time, passenger numbers, vehicle requirement or other material booking detail may result in a revised fare, which will be communicated before the change is confirmed.

19. Governing law
These Terms are governed by the law of England and Wales. Any dispute will be dealt with by a court having jurisdiction under applicable law.