1. Booking requests and acceptance
Requests submitted between 06:00 and 19:00 (London time) require at least 3 hours before the scheduled pickup; requests submitted outside these hours require at least 24 hours. Completing secure checkout submits a booking request and authorises the fare on your card; it does not by itself confirm driver availability. The journey is accepted only when Bridge2Gate sends a separate confirmation. If Bridge2Gate declines before collecting payment, the card authorisation is released. If payment has already been collected, a full refund will be started.
2. Quotes and fares
Quotes are based on the information supplied, including collection point, destination, date, time, passenger count, luggage and special requirements. A revised fare may be offered if journey details change or material information was incomplete. Any parking, toll, airport or seaport charges included or excluded from the quote should be stated with the confirmation.
3. Airport pickups and flight details
Our Bridge2Gate airport surcharge is £10 per airport pickup or drop-off, including each airport visit on a return journey. It is included in the quoted total and is not increased by vehicle-category supplements. This is our fixed surcharge, not a statement of the airport operator's own tariff. It applies to recognised Bristol, Heathrow, Gatwick and Stansted airport pickup and drop-off points. Nearby hotels, businesses and residential addresses do not incur this surcharge.
Customers should provide the correct flight number and arrival information where possible. Collection instructions, meeting point and contact method will be confirmed before travel. The customer must tell Bridge2Gate promptly if flight details change.
4. Delays, waiting time and airport charges
For airport pickups, the first 45 minutes of waiting time are included at no extra charge. After the free 45-minute period, waiting time is charged at £15 for every commenced 30-minute period. Flight information may be used to help plan a collection, but tracking availability and accuracy cannot be guaranteed. Any airport parking or access charge included in or excluded from the fare will be stated with the quote or booking confirmation.
5. Cancellations, refunds and passenger no-show
Customers should cancel as soon as possible using the contact details supplied in the confirmation. If a customer cancels within 2 hours of the scheduled pickup time, the full amount already paid is non-refundable. Where Bridge2Gate declines a paid request because no driver is available, Bridge2Gate will issue a full refund. Refunds are returned to the original payment method; the time taken to appear is controlled by the payment provider and the customer's bank. A passenger may be treated as a no-show where Bridge2Gate cannot make contact or locate the passenger after following the confirmed collection instructions and waiting policy.
6. Diverted or cancelled flights
If a flight is diverted, cancelled or significantly rescheduled, the original journey may need to be changed or requoted. Bridge2Gate will try to accommodate the change but cannot guarantee availability for a materially different collection time or airport.
7. Luggage and vehicle suitability
Customers must give accurate passenger and luggage details, including large, fragile or unusual items. Bridge2Gate may recommend a different category where the requested vehicle would not be suitable. The driver may refuse unsafe, unlawful or excessive luggage.
8. Passenger responsibilities
Passengers must behave lawfully and respectfully, wear seat belts where required, follow reasonable safety instructions and avoid conduct that risks the driver, vehicle or others. Smoking and unlawful substances are not permitted in a vehicle.
9. Child seats and special requirements
Child seats, accessibility needs and other special requirements must be requested before confirmation. Availability and suitability must be expressly confirmed. The adult responsible for a child must ensure that the requested arrangement meets their needs and current legal requirements.
10. Journey changes
Changes to route, collection time, stops, passenger count or vehicle category are subject to availability and may change the fare. The customer should not assume a change is accepted until Bridge2Gate confirms it.
11. Damage and soiling
Passengers may be responsible for reasonable cleaning, repair and associated loss caused by deliberate, reckless or negligent damage or soiling, subject to evidence and applicable law.
12. Payment
The fare shown at secure Stripe checkout is initially authorised on your card and collected when Bridge2Gate accepts the request. Payment is processed by Stripe; Bridge2Gate does not receive your full card details. A payment receipt and a journey confirmation are separate messages. Customers should not make a second payment if the confirmation screen is delayed and should contact Bridge2Gate instead.
13. Delays outside our control
Journey times cannot be guaranteed where delay is caused by traffic, weather, road closures, accidents, security restrictions or other circumstances outside reasonable control. Bridge2Gate will take reasonable steps to communicate significant disruption and provide the service safely.
14. Complaints and liability
Concerns should be raised promptly with journey details and supporting information so they can be investigated. Nothing in these terms excludes liability that cannot lawfully be excluded. Any other liability will be considered in line with applicable law and the circumstances of the accepted booking.
15. Privacy and governing law
Personal information is handled as described in the Privacy Policy. These terms are governed by the law of England and Wales, and disputes are subject to the courts that have jurisdiction under applicable consumer law.
16. Operator details
Bridge2Gate is licensed by South Gloucestershire Council as private hire operator number 513. The licence is valid until 31 August 2031 unless revoked or suspended.