Terms & Conditions

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Welcome to EVOKE Services Ltd. These Terms and Conditions govern the use of our Private Hire Services and ensure compliance with Transport for London (TfL) regulations. By booking with EVOKE, you agree to these terms.

  1. Bookings & Charges

1.1 All bookings must be made directly through EVOKE Services Ltd via phone, email, or our online booking system. Customers cannot book directly with drivers.
1.2 A minimum of 6 hours’ notice is required for bookings during UK business hours and 8 hours’ notice for out-of-office hours.
1.3 Online bookings require at least 24 hours’ notice. For urgent bookings, call +44 (0) 203 876 6000.
1.4 A 10% service charge is applied to all base fares.
1.5 Additional Surcharges:

  • Bank Holidays: 25% surcharge (except Christmas Day, New Year’s Eve after 18:00, and New Year’s Day, which incur a 100% surcharge).
  • Christmas Eve: 50% surcharge after 18:00.
  • Major Sporting Events (e.g., Wimbledon, Ascot): 25% surcharge.
  • Congestion Charge Zone: Journeys entering this zone incur a £15 flat fee payable to TfL (Monday–Friday 07:00–18:00, Saturday–Sunday 12:00–18:00, including Bank Holidays).

  1. Payments & Deposits

2.1 Full payment is required before booking confirmation, unless otherwise agreed for corporate accounts.
2.2 We accept bank transfers, credit/debit cards, and PayPal (subject to a 3.5% admin fee).
2.3 Additional charges for waiting time, additional stops, parking, or route changes will be applied automatically.
2.4 Meet & Greet Service at Airports: £15 charge, including 45 minutes of free waiting time after flight landing. After 45 minutes, £10 per 15 minutes applies.
2.5 Non-airport Pickups: 15 minutes free waiting time, then £10 per additional 15 minutes plus parking.

  1. Business Account Clients

3.1 Invoices must be paid within 28 days unless otherwise stated.
3.2 EVOKE reserves the right to suspend or cancel business account privileges for overdue payments.
3.3 EVOKE may recover legal or debt collection costs from overdue accounts.

  1. Cancellation & Refund Policy

4.1 Standard Cancellations:

  • 48+ hours before booking: 50% refund (minus admin fees).
  • 24 hours or less: No refund.
  • No-show: No refund.
    4.2 Multiple Bookings: For major events, cancellations within 5 days of hire are 100% non-refundable.
    4.3 Business account cancellations follow terms agreed upon account creation.

  1. Luggage Policy

 5.1 EVOKE chauffeurs may refuse excessive luggage beyond the stated capacity.
5.2 EVOKE is not liable for loss or damage to passengers’ belongings.

  1. Passenger Conduct & Responsibilities

 6.1 Passengers must comply with all TfL regulations regarding conduct in private hire vehicles.
6.2 EVOKE chauffeurs may refuse service to passengers who are intoxicated, disruptive, or abusive. Full booking charges still apply.
6.3 Smoking is strictly prohibited in all vehicles. A £150 penalty applies for non-compliance.
6.4 Passengers are responsible for any damage or cleaning fees (£150 minimum) caused by spills, sickness, or negligence.

  1. Insurance & Vehicle Standards

7.1 All EVOKE vehicles are fully insured for passenger and third-party claims as required by TfL private hire regulations.
7.2 EVOKE maintains its fleet to high safety and cleanliness standards, with regular servicing and inspections.
7.3 EVOKE chauffeurs are licensed, background-checked, and trained in accordance with TfL guidelines.

  1. Zero-Tolerance Policy

8.1 EVOKE has a zero-tolerance policy against harassment, discrimination, and abuse toward drivers or staff. Violations will result in immediate service termination without a refund.

  1. Confidentiality & Data Protection

9.1 By providing contact details, you consent to EVOKE contacting you regarding bookings.
9.2 EVOKE does not share customer data with third parties, ensuring compliance with GDPR and TfL privacy policies.

  1. Service Limitations & Termination

10.1 While we strive for punctuality, delays due to traffic, weather, or unforeseen events are not grounds for refunds.
10.2 EVOKE may subcontract drivers or vehicles when necessary.
10.3 Customers are prohibited from contacting EVOKE drivers directly or booking future services with them outside of EVOKE.

  1. Accessibility & Child Safety

11.1 EVOKE is committed to providing accessible transport services, including assistance for passengers with disabilities.
11.2 Passengers requiring wheelchair-accessible vehicles must request this at the time of booking.
11.3 EVOKE provides child seats upon request to ensure compliance with UK child safety laws.

  1. Lost Property

12.1 Items left in EVOKE vehicles will be recorded and stored securely.
12.2 Customers must report lost property within 24 hours to arrange retrieval.
12.3 EVOKE is not responsible for lost or unclaimed property after 30 days.

  1. Complaints & Dispute Resolution

13.1 Complaints must be submitted via email within 7 days of the transfer (for individual bookings) or 7 days from the invoice date (for business accounts).
13.2 EVOKE resolves disputes fairly, following TfL guidelines.

By using EVOKE services, you agree to these Terms & Conditions. EVOKE Services Ltd operates under Transport for London (TfL) licensing requirements.

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