Terms &
Conditions.

1. About the service

Gate & Ride is a service of MY GUY CAB LTD ("we", "us" or "our"), company number 16370912, registered office 40 Nickelby Close, London, SE28 8LY, United Kingdom. Contact us at contact@myguy.cab.

These conditions cover customer bookings made through Gate & Ride. They do not replace a separate agreement with a driver or collaborator. We arrange the driver after payment and remain responsible to you for the confirmed booking; the use of a collaborator does not remove your rights against us.

2. Making a booking

You can book without an account. Check the pickup and destination, exact building number or meeting point, contact details, local pickup time, passenger count, luggage, flight information and selected vehicle before continuing to payment. Tell us if you are booking for someone else.

At least one end of the journey must be an airport supported by the booking system. Both locations must be within the service area accepted by the system. Journeys are direct, with no intermediate stops. A return booking consists of two separately scheduled journey legs.

The earliest pickup is at least four days (96 elapsed hours) after booking, or later if the booking system specifies a longer notice period. Times are in the Europe/London time zone, including the applicable GMT or BST offset.

A quotation is not a confirmed booking. The quote and payment deadline are displayed during booking. Your booking is confirmed when payment has been successfully received and our system sends the booking confirmation. A payment-page redirect or an unpaid-order email is not proof of confirmation. We take responsibility for arranging a driver for the paid, confirmed booking.

3. Prices and payment

The total price and currency are displayed before payment. The service currently quotes in pounds sterling (GBP). The full amount is payable online through Stripe when placing your booking; driver assignment takes place afterwards.

The agreed fare is for the booked direct journey, vehicle category, passengers and luggage. The driver chooses the route; ordinary routing decisions and journey time do not change the agreed fare. An assigned driver cannot change the quote simply by accepting the journey.

No additional waiting surcharge is currently collected through this service. A new paid service or change to the agreed booking requires a clear price and your agreement beforehand. See the pickup and cancellation conditions below.

4. Your driver and vehicle

A booking reserves a vehicle category, not a guaranteed make, model or named driver. Examples shown for a category mean that model or a similar vehicle meeting the booked capacity.

The scheduled release of driver and vehicle details is between two and four hours before each pickup, as stated in your booking confirmation. The driver's name, private hire licence number and vehicle registration are included in the details; the approved driver portrait is available through your private booking link. Details are sent by email and made available through that link. Return-leg details are released according to the return pickup time.

If a driver or vehicle must be replaced, we arrange a suitable replacement and update the relevant details. We do not require you to find a replacement yourself. Contact us promptly if the promised details are missing or you cannot reach the assigned driver.

5. Pickup, waiting and flight delays

Your booked pickup time is fixed, including when a flight is delayed. Providing a flight number does not automatically move the pickup time. Allow enough time for arrival formalities, baggage collection and reaching the agreed meeting point.

The maximum waiting period is 30 minutes from the booked pickup time. Be at the agreed location and reachable on the number supplied. Contact the driver and us as soon as you know you may be late. A later pickup is available only if we expressly confirm a change; it cannot be assumed, and the original driver may have another commitment.

If you are absent after the waiting period, the journey may be treated as a no-show after we review the driver's attendance, contact attempts and the circumstances. A driver's failure to attend the agreed place and time is not a customer no-show.

6. Passengers, luggage and requirements

Passenger and luggage limits apply together. Choose a category that fits the combination displayed in your quote; standard suitcases are up to 23 kg each. Tell us about child seats, assistance or other requirements before booking so suitability can be confirmed.

Do not assume that an extra passenger, extra luggage, an intermediate stop or a specialist requirement can be added on the day. If the supplied details are materially incorrect, contact us for an agreed solution. Any cancellation consequence remains subject to section 7 and your legal rights.

Passengers must follow reasonable safety instructions. Transport may be refused where proceeding would be unsafe or unlawful. We review the circumstances before deciding any financial consequences.

7. Customer cancellations and no-shows

We may retain only an amount that is fair and reflects losses directly resulting from your cancellation or no-show, taking account of costs saved and reasonable steps to reduce that loss. Where keeping the full fare would exceed the amount we may lawfully retain, we will refund the difference. The policy does not remove any mandatory right to a refund or other remedy.

Request a cancellation through your private booking page or email contact@myguy.cab, quoting your booking reference and the affected journey leg. The platform acknowledges and reviews the request. A cancellation request does not itself automatically cancel or refund a booking; we confirm the outcome in writing.

Once the maximum 30-minute waiting period has passed, an attended pickup where the passenger is absent may be recorded as a no-show as described in section 5. We review the relevant circumstances and losses; retaining the full fare is not an automatic penalty independent of those circumstances.

Cancellation and refund decisions are separate. If a refund is due, we confirm the amount and process it through the payment provider. Your bank or payment provider determines when it becomes available. A cancelled return leg does not erase a completed outward journey.

8. If we cannot provide a journey

We remain responsible for arranging the confirmed journey after payment. If we cannot provide the booked journey and you do not accept an agreed alternative, we refund the amount paid for the affected, unprovided journey. The customer cancellation and no-show policy does not apply to our failure to provide it.

For a return booking, any completed journey remains separate from an unprovided leg. Any additional rights or remedies available under applicable law are preserved.

9. Changes to a booking

Contact us promptly to request a change to a date, time, location, passenger count, luggage or vehicle category. Changes are subject to availability and are effective only after we confirm them. We will explain any revised price and cancellation implications before you agree to a change. Do not assume a new request has amended the existing booking.

10. Responsibility and your rights

We are responsible for providing the service with reasonable care and skill. Please give accurate information, allow a reasonable margin for airport travel, and keep the contact details and private booking link secure. Traffic and arrival estimates are estimates, not guaranteed journey times.

Nothing in these conditions excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or your mandatory consumer rights. No clause allows us to keep money where doing so would be unlawful or unfair.

The law of England and Wales governs these conditions, subject to any mandatory protections and court-access rights that apply to you as a consumer. These conditions do not require a consumer to give up those rights.

11. Your information

We use the details needed to arrange your journey, communicate with you, process payment and administer the service. Relevant details are shared with the assigned driver and service providers. Read our Privacy Policy for the information collected, purposes, sharing, retention and your rights. Agreeing to booking conditions is not consent to optional marketing or analytics.

12. Contact, complaints and changes to these conditions

For booking enquiries or a complaint, email contact@myguy.cab with your booking reference and the issue. We will review it and respond using the contact details supplied.

These conditions carry the update date shown above. Later changes apply to future bookings; they do not retrospectively remove rights under an existing confirmed booking.