Terms & Conditions
Last updated: July 2026
These Terms & Conditions apply to private hire bookings made with Echelon Executive Ltd.
Echelon Executive Ltd is a private hire vehicle operator licensed by Transport for London.
Operator Details
Echelon Executive Ltd
Office C113, 20 Bugsby’s Way, London SE7 7SJ
Email: info@echelonexecutive.co.uk
Telephone: 02035970716
1. About Our Service
Echelon Executive Ltd accepts private hire bookings and arranges licensed private hire vehicles and licensed private hire drivers to carry out those bookings.
When we accept a booking, Echelon Executive Ltd enters into the contract with the customer as principal to provide the journey which is the subject of the booking.
All journeys must be pre-booked. We do not accept street hails and our drivers must not accept journeys directly from passengers unless the booking has been accepted by a licensed private hire operator.
2. Bookings
Bookings may be requested through our website, by telephone, by email, or by any other method we make available.
A booking is not confirmed until we have accepted it and provided confirmation to the customer. We may decline a booking if we cannot provide a suitable licensed driver or vehicle, if the requested journey cannot be carried out safely or lawfully, or for any other reasonable operational reason.
Before the journey starts, we will provide booking confirmation details where possible, including driver and vehicle details required by private hire regulations.
3. Passenger Responsibilities
Customers and passengers must provide accurate booking information, including pick-up location, destination, date, time, passenger numbers, luggage requirements and any special requirements.
Passengers must behave reasonably and lawfully during the journey. We may refuse or cancel a booking where passengers behave abusively, dangerously, unlawfully, or where the journey cannot be completed safely.
Smoking is not permitted in any vehicle.
4. Prices and Payment
Where possible, we will agree the fare in advance or provide an accurate estimate before the journey starts.
The final price may change if the customer changes the journey, adds waiting time, adds stops, provides incorrect information, causes delay, or requests additional services.
Payment must be made by the payment method agreed at the time of booking. We may require payment in advance for some journeys.
5. Waiting Time and Delays
Customers should be ready at the agreed pick-up time. Waiting time may be charged where the passenger is delayed beyond any free waiting period agreed at the time of booking.
For airport, station or event collections, we may monitor reasonable arrival information where provided, but the customer remains responsible for giving accurate details and notifying us of changes.
6. Cancellations
Customers may cancel a booking by contacting us as soon as possible.
A cancellation charge may apply where a booking is cancelled after a driver has been allocated or dispatched, or where the passenger does not attend the agreed pick-up location.
We may cancel a booking where we are unable to provide the service due to circumstances outside our reasonable control, including vehicle breakdown, severe traffic disruption, road closures, unsafe conditions, incorrect booking information, or driver unavailability.
7. Vehicles and Luggage
We will aim to provide the vehicle type selected or a suitable alternative. Images and descriptions of vehicles on our website are for guidance and may not guarantee the exact make, model or colour unless this has been expressly agreed.
Customers must ensure that luggage and passenger numbers are suitable for the vehicle booked. We may refuse to carry excessive luggage or unsafe items.
8. Child Seats
Customers are responsible for requesting child seats in advance if required. Where we agree to provide a child seat, it remains the responsibility of the adult passenger to check that it is suitable and correctly fitted.
9. Assistance Dogs and Accessibility
We comply with applicable legal requirements relating to disabled passengers and assistance dogs. Please tell us about any accessibility requirements when making a booking so that we can make appropriate arrangements where possible.
10. Lost Property
Drivers are expected to check their vehicles for lost property after journeys. If an item is found, we will record it and take reasonable steps to return it to the owner where possible.
Customers should contact us as soon as possible if they believe they have left property in a vehicle. Echelon Executive Ltd is not responsible for personal property left in a vehicle unless and until it has been handed to us.
11. Complaints
Complaints may be made by telephone, email or post:
Email: info@echelonexecutive.co.uk
Telephone: 02035970716
Post: Echelon Executive Ltd, Office C113, 20 Bugsby’s Way, London SE7 7SJ
We will record and investigate complaints. We aim to respond within 14 days where possible. Where appropriate, matters may be referred to Transport for London or the Police.
12. Liability
We will provide our service with reasonable care and skill.
We are not responsible for losses caused by incorrect information supplied by the customer, passenger delay, traffic conditions, road closures, weather, accidents, public events, vehicle breakdown, or other circumstances outside our reasonable control.
Nothing in these Terms & Conditions limits or excludes liability where it would be unlawful to do so.
13. Data Protection
We process personal data in order to manage bookings, provide journeys, comply with legal and regulatory obligations, keep records, and communicate with customers.
Further information is available in our Privacy Policy.
14. Changes to These Terms
We may update these Terms & Conditions from time to time. The version published on our website at the time of booking will apply unless otherwise agreed in writing.
15. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.