• Call Us: 020 8949 3399

  • Book via Text: +44 (0) 7767 168570

  • Email: enquiries@heroescars.com

Country’s first ever Social Enterprise

Private Hire Company

Call us: 020 8949 3399

Text us: 07767 168570

Email: enquiries@heroescars.com

Ping Service

All Major credit cards are accepted


Our terms and conditions, together with the Privacy Policy will govern your custom with Heroes Cars Limited. Please see the Heroes Cars Limited Website Terms and Conditions that will govern your use of the Heroes Cars Limited Website, www.heroescars.com.

As an Account client, you will have a priority over cash and credit card booking clients at all times. We are the only Private Hire Company to promise each of our account customers that their car will be arriving at the pickup address 10 minutes prior to the actual pick up time within the M25.


In these terms and conditions the below words shall bear the following meaning: We the terms Heroes Cars Limited the company, our, us, and carrier, are used in these Terms and Conditions; it refers to Heroes Cars Limited, its employees, agents, subsidiaries and contractors. When you, your, firm, passenger, company and “The Customer” are used it refers to the account holder or, employees and agents, or paying by cash and credit or debit card customer.

Booking: When the term booking, contract, consignment, job or shipment are used, it refers to any contract of carriage placed by you and accepted by us for any service we are currently offering, including but not limited to passengers and couriers.

All Communications: meaning any telephone conversation, written communication i.e. on a letter headed document, email or text message.

Driver: When the term Driver is used it defines any person who is driving a passenger or goods vehicle for Heroes.

Website: means Heroescars website www.heroescars.com

Terms and Conditions: means our terms and conditions which are likely to change as and when it is necessary.


Please note that the following terms of agreement apply to all our account, cash paying and paying by debit or credit card courier and passenger services at all times.

By accepting this agreement, you are also accepting the terms of our privacy policy, which can be found in our privacy policy section. Our privacy policy elaborates how we use your personal information provided us by you. We only use your personal information in accordance within our company.

When you give us your bookings you agree to our all non-negotiable Terms and Conditions, and in our tariffs, service guides and in any specific service terms and conditions, all of which are available upon request. If at any time there is a conflict between these terms and conditions and our current tariff, the latter shall take precedence. The terms and conditions of our tariffs, service guides, and specific services are made part of this agreement, and no one is authorised to alter or modify.

Heroes reserve the right and entitled to vary the tariff from time to time by giving not less than 5 working days written notice to the customer.


The Company is not a common carrier and will only accept goods for carriage as stated within these terms and conditions.


The company reserve the right in its absolute discretion to perform the whole or any part of the relevant service or subcontract all or part of them as it thinks fit. The company may employ and engage the services of any carrier for the purpose of fulfilling the contract, and any such other carrier shall have the like power to sub – contract under these terms and conditions. In these circumstances The Company shall use its best endeavour to ensure that the subcontractor shall be of equal standing to Heroes Cars Limited.


Under no circumstances shall the Company be liable in any event for consequential loss, special damage or any other indirect loss, howsoever arising, whether or not the company knew or ought to have known that such losses or damages might be incurred, including without limitation loss of income, profit, opportunity, interest or loss of interest.


a) The liability of the Company for loss or damage occasioned during carriage shall under no circumstances exceed £50 whether such loss or damage was due to the negligence or default of the Company or its employees, agents, sub contractors or otherwise provided that,

i) The Company shall be entitled to proof of the value of the consignment or damage incurred;

ii) Nothing in these Conditions shall operate so as to exclude or restrict the liability of the Company for death or personal injury resulting from its proven negligence or default.

b) Notwithstanding any other provision contained in those Conditions the Company shall have no liability whatsoever for any indirect or consequential loss or damage howsoever arising including but not limited to loss of income of profits of loss of opportunity.

c) Subject always to the limitations provided in Clause 7 of those terms and conditions for the purpose of the security and safety only, the Customer shall, prior to placing an order with the Company notify the Company in writing if the value of the goods to be carried by the Company exceeds £5000.


Without prejudice to the foregoing the Company shall be discharged from all liability for loss, damage non – delivery or miss – delivery of part or the whole of a consignment unless the company is advised thereof in writing by the Customer within seven clear days and a quantified claim is made in writing within fourteen days after the journey, or transit of such consignment, has been commenced.


Subject to express instructions given by the customers, The Company reserves to itself absolute discretion as to the vehicle type and route to be followed in the transportation of passengers. Further, if in the opinion of The Company it is at any stage necessary or desirable in the Company’s interests to depart from those instructions the Company be at liberty to do so.

Account Client: defines any Company or Customer that decides to receive account services provided by Heroes in respect of a particular journey and that shall include any representative of the Client who makes the booking or uses our services to book such journey. An Account customer or a company must apply for an account agreement and have it approved by Heroes, prior to using our account services.

a) Having approved of an account application, the customer or a company will be issued with a UCIN (unique customer identification number). It is customer’s responsibility to keep their ID protected and confidential.

b) An account customer or a company must quote their UCIN code prior to making any booking. If they are failed to do so Heroes will not accept or be responsible for any booking whatsoever.

c) Heroes will treat any booking duly authorised when Unique Customer Identification Number is quoted and the customer or a client will be fully liable for all the charges relating to the particular journey.

d) Account customer or a client will be charged an administration fee as mentioned in clause 10 (d) of this agreement.

Cash paying client: Any customer who books a car with Heroes and chooses to pay all charges to the driver upon completion of a journey and that particular journey will be exempt from VAT.

Note: Our drivers are not allowed to accept any other form of payment under any circumstances:

Prepaid Client: means when a customer or a client chooses to pay Heroes by credit or debit card prior to commencing a particular booked journey.

Must Follow Conditions:

a) In Case of missing or loss of luggage for whatsoever reason customer or the company concerned must notify Heroes immediately to avoid any excessive waiting or parking charges.

b) The Company will endeavour to provide the type of vehicle ordered by the Customer but retains the right for operational reasons, to provide an alternative on the strict understanding that the Customer shall only be liable to pay the rate for the vehicle ordered in accordance with the tariff.

c) In the case of any damage sustained to the Company’s vehicle by the Customer howsoever caused, the Customer will be held liable for all costs pertaining to the matter, including but not limited to, damage repair, vehicle valet, reasonable compensation of the company’s loss of earnings, and any other liabilities incurred by the Company in relation to the incident.

d) The Company shall not be held liable for any property left by the Customer in a vehicle. Any discovered items will be tagged, entered in the lost property book and held at the Company’s office for a period of no less than three months, whilst the Company shall make every reasonable effort to reunite the goods with their owner. A charge may be incurred if the Company has to deliver said goods.

e) Where The Customer requests the Company to provide a child seat, or provides their own, it is incumbent upon the passenger to check that is securely fitted to their satisfaction. No liability can be taken for a problem arising form an incorrectly fitted seat.

f) What the law says? UK law permits children to travel unrestrained in licensed taxis and private hire vehicles: children under 3 years of age can travel with an adult in the back seat without a car seat or seat belt. Children 3 years or older can travel without a car seat but they must wear an adult seatbelt. Passengers are still welcome to supply and fit their own car seats if preferred.

g) Passengers are responsible for ensuring they comply with the law and wear safety belts, unless they can provide a medical reason or certificate of exemption. Adults should check that children under 16 in their care also wearing seat belts. No responsibility can be taken for accidents arising from the non – compliance with the law.

Charges and Fees in General:

1. All prices quoted at the time a client booking a vehicle are calculated on the specific journey (via any stated pick up or drop offs) described by the customer. If any deviation of planned route, an extra pick up or drop off is not mentioned at the time when making a booking an extra non – negotiable cost will be added by the company accordingly.

2. If the customer decides to direct our driver to their preferred route it may incur an extra charge.

3. We require at least one hour notice should a client wish to cancel his vehicle. A COA or cancellation on arrival charge will be applied to those customers or a company if the vehicle has been dispatched and arrived at the pickup location.

4. We will monitor the relevant flight when an airport collection is booked with us, we will ask for the flight details. We have an extremely professional team that checks flight times 24 hours a day and keep all flight arrivals updated form last any known changed time. A passenger or traveller does not need to inform us, we’ll automatically dispatch a car to arrive in time for when the flight lands.

5. Any passenger being collected from an airport will be allowed 40 minutes waiting from the time flight has landed. We monitor flight times to help ensure there is as little waiting time as possible. We always allow 40 minutes waiting time from the time a flight lands. For account customers the first 40 minutes of waiting is complimentary. For cash or card customers, there is an automatic £5.00 added on to the journey price, which includes the first 40 minutes of waiting time and the car park fee will be charged additionally to all our customers. Any waiting time over the initial 40 minutes will be charged at £30.00 per hour.

6. Should a customer wish to accompany an animal, our office must be informed at the time passenger booking their vehicle. In this case all domestic animals must be securely locked in a suitable cage. If our office is not informed by the customer of carrying any animal in the vehicle, the driver or our office reserves the right to cancel a booking on arrival at the collection address. Guide dogs are exempt from this clause and permitted to be carried in any passenger vehicle.

7. All passengers are strictly prohibited from eating, smoking, playing any kind of music and consuming alcohol in any of our vehicles.

8. Customers are liable and responsible to look after their own luggage being carried in one of our vehicles. Heroes would not accept any liability under any circumstances of the loss or damage caused while in transit. We will assist all our clients with their luggage and would not allow them to place their own luggage in our vehicles.

9. Passengers must comply with current laws and regulations and we shall not be responsible for any delays caused by any failure to comply with the same.

10. An unaccompanied child under the age of 16 years will not be allowed to travel alone in a Passenger Vehicle. We will make an exception under certain circumstances and is subjected to the parent/ guardian’s consent. A Customer must inform Heroes that an unaccompanied minor will be travelling by himself when booking a journey.

We do not accept any additional responsibility for any Minors who travel unaccompanied in a Passenger Vehicle.


i) Subject to express instructions given by the customer, The Company reserves to itself absolute discretion as to the means, route and procedure to be followed in the handling, storage and transportation of the goods. Further, if in the opinion of The Company it is at any stage necessary or desirable in the Company’s interests to depart from those instructions the Company shall be at liberty to do so.

ii) The Company shall be under no obligation to provide any additional manpower or facilities for the loading or unloading of any consignments unless specifically requested by the Customer in advance and such instructions have been accepted by the Company. The Company reserves the right to charge the Customer for any waiting time incurred by the driver in addition to the time to be charged for any extra manpower in accordance with the tariff.

iii) The Company shall only be responsible for any loss or damage to goods, for any non – delivery or miss – delivery, if it is proved that the loss, damage non – delivery occurred while the goods were in the actual custody of the Company and under its actual control and that such loss, damage, non – delivery or miss – delivery was due to the negligence or default of the Company.

iv) The Customer warrants that all goods entrusted to it for carriage have been properly and sufficiently packed, labelled and or pre – paid. Consignments which are in the Company’s opinion are badly packed will be unpacked by the Company at the customer’s risk and delivered by the Company as soon as reasonably possible. The company reserve the right to make a charge for repacking.

v) It shall be the responsibility of the Customer to satisfy himself that any load he wishes to have carried by the Company shall be suitable for conveyance in the vehicle ordered by the Customer and provided by the Company and the Company shall accept no liability whatsoever for any loss or damage to such load arising from the unsuitability of such a vehicle.

vi) In the event of the company providing transport, the carriage of goods shall be solely at the risk of the Customer and the Company shall incur no liability of any kind in respect thereof. Consequently, the Customer is advised to insure against all such usual risks.


a) All sums shown to be due to the Company on its invoices and sent to the customer shall be paid to the Company immediately when shown due as shown on the invoice without any deductions and payment shall not be withheld or deferred on account of any claim, counterclaim or set off.

b) All credit accounts are strictly 14 days net from the date of invoice. All outstanding invoices whether on credit accounts or otherwise must be settled on or before the date due for payment.

c) Invoice shall be payable on the due date as previously stipulated and the Company shall be entitled to interest on any overdue payments at the rate of 10% per month, from time to time until payment of all sums due or judgment in respect thereof whichever is sooner.

d) All 14 day accounts are subject to a 12.5% administration charge and V.A.T is payable only on the admin charge and all credit card accounts are subject to a £2 admin, charge.

e) All invoices issued by the Company are deemed correct unless queried within 7 days of the date of invoice.

f) Payment shall be made by direct debit or alternatively by telegraphic transfer or BACS to such bank account as we shall notify the Customer.

g) We may set a limit at any time on the total credit given to any Customer at any one time and we are not obliged to provide Account Services once that limit has been reached. Any such limit shall be notified to the Customer in writing by us.

h) When an Account is terminated, by any means whatsoever, the customer shall pay to us all outstanding charges which are owed to Heroes as at the date of termination.


If at any time one or more of the provisions of these terms and conditions shall become or be declared in valid, illegal or unenforceable in any respect under any law, the validity and enforceability of the remaining provisions hereof shall not in any way be affected or impaired thereby.


All agreements between the Company and its Customers shall be governed by English law and shall fall within the non – exclusively of the English courts.

Registered in England and Wales, Registered No: 08113937Social Enterprise UK Membership No: 6996