CUSTOMER INFORMATION
Customer Terms & Conditions
Read this information before booking. Your confirmation records the terms saved for your booking. Existing bookings keep their saved terms; use Your Booking to review the cancellation calculation for that booking.
Current policy reference: WMC-CUSTOMER-597c78f7decf7e78
1. Booking details and confirmation
Check the reference, dates, local pickup times, route, passenger count and agreed vehicle requirements. Tell WMC promptly about errors. An enquiry or unpaid quotation is not a confirmed booking. The confirmation records the agreed service, price, payment arrangement and contracting party.
2. Price, deposit and balance
Pay the amount and deposit shown on your quotation or invoice. Where a 10% deposit is accepted, the remaining balance is normally due 48 hours before outward departure unless WMC confirms another arrangement. VAT, discounts and payments must be itemised where applicable. Extra stops, waiting or services require an agreed price.
3. Changes and cancellation requests
Use the cancellation review in Your Booking where available, or contact hello@wmc-uk.com with your reference. Review the charge/refund before confirming. An email request alone does not confirm cancellation: obtain confirmation from WMC or the booking system. An amendment is effective only when agreed.
4. Customer cancellation charges
More than 48 hours before pickup: the administration charge is £25 per car or Multi Passenger Vehicle and £50 per minibus, mini coach or coach.
More than 3 hours and up to 48 hours before pickup: the charge is the greater of the administration charge above or 10% of the full booking price.
Within 3 hours before pickup: the charge is the greater of the administration charge above or 50% of the full booking price.
Every charge is capped at the verified amount still paid. Refund = verified amount still paid minus the cancellation charge. No extra amount is collected automatically. Earlier refunds cannot be paid twice.
At or after the scheduled outward pickup, or for a confirmed no-show: no refund. Any eligible refund uses the original card payment method. Time limits use the scheduled outward pickup in UK local time.
5. No-show and missed pickup
Be at the agreed place and time and keep the booking telephone reachable. If you cannot find the vehicle, contact WMC immediately. WMC’s current no-show procedure requires a recorded reason, supporting evidence and a 60-minute wait starting no earlier than scheduled pickup before a driver can confirm no-show. This is a no-show review period, not an additional free-waiting allowance. A confirmed no-show follows section 4; it does not itself authorise an extra card charge. Report or dispute an incorrect no-show promptly.
6. Refunds and service problems
Any eligible card refund is returned through the original payment method after the cancellation/refund is confirmed and processed. Bank processing times vary; earlier refunds cannot be paid twice. The customer-cancellation schedule does not remove remedies where WMC cancels, fails to provide the agreed service or breaches a duty owed to you. Contact WMC about those cases.
7. Vehicle type, features and substitutions
The agreed vehicle category, capacity, accessibility and expressly confirmed features govern your booking. Website photographs do not guarantee a particular registration or model unless agreed in writing. A substitute must remain suitable for the confirmed passenger, luggage and wheelchair requirements. WMC must discuss a material change that cannot meet the agreed service; do not assume a smaller or unsuitable vehicle is acceptable.
8. Supplier-operated journeys
WMC may arrange an authorised transport supplier to operate a journey. The operating carrier and contracting party must be clear in the booking information. WMC remains your booking contact for amendments, payment queries and complaints. A supplier allocation does not itself change your contracting party, reduce the agreed service or remove consumer rights. The applicable operator/private-hire licensing, insurance, vehicle and driver requirements still apply.
9. Passengers, luggage and accessibility
Declare luggage, wheelchairs, mobility needs, child seats and pushchairs before confirmation. Wheelchair spaces form part of the confirmed vehicle layout and passenger capacity. Agree suitable access and assistance in advance. Do not exceed the confirmed capacity or bring undeclared dangerous or unsuitable items. Raise any unmet accessibility need immediately.
10. Delays, waiting and safe operation
Allow suitable travel time, keep the lead passenger reachable and notify WMC of changed flight or collection details. Traffic, weather and safe driving/rest requirements can affect estimates. Any free-waiting allowance and additional waiting charge must be stated in the agreed quotation; the no-show review period is separate. Drivers must not be asked to speed or miss required breaks.
11. Conduct, damage and lost property
Follow safety instructions, use fitted seat belts as required and keep exits clear. Do not distract or abuse the driver. Supervise children appropriately. Report damage, incidents or lost property promptly. Any cleaning, damage or other additional charge requires a proper basis and remains subject to the agreement and law; this wording introduces no fixed extra fee.
12. Multi-day tours and additional arrangements
Each tour day and stop must allow lawful driving, work and rest. Changes need agreement. Where expressly included in the quotation, the customer must arrange suitable driver accommodation, vehicle ferry/rail tickets or other customer-provided items, and supply correct crossing details. Do not assume such costs are included unless the quotation says so.
13. Privacy, complaints and your rights
Necessary journey and contact details may be shared with the assigned driver or supplier to deliver the service. Keep private booking/payment links secure and read the WMC Privacy Policy. For assistance, complaints or disputes contact hello@wmc-uk.com or +44 333 335 7555 with the reference. Call 999 in an emergency. These terms do not remove statutory rights or exclude liability that cannot lawfully be excluded.
Need Help?
Contact +44 333 335 7555 or hello@wmc-uk.com. Include your booking reference when asking about an existing booking.
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