These Terms of Business apply to all transactions for the purchase of services from Nova Transport Services Ltd. By ordering any services from our website, email, telephone, or online portal, you indicate acceptance to be bound by these Terms of Business, which form a legal agreement between you and us. Modifications to these terms can only be made with our consent.
We reserve the right to amend these Terms of Business without prior notice, though such changes will not affect any orders placed before the amendment.
Ordering
- You can place an order for a service through the website, by email, telephone, or online portal. You can review and correct your order before submission.
- Sizing information is provided as a guide. Contact us if you are unsure about any size details.
- Orders are subject to acceptance by the company. We reserve the right to refuse any order for any reason.
- By booking a vehicle with Nova Transport Services Ltd, you enter into a contract with us for the provision of a driver and vehicle, in accordance with the requirements of the Private Hire Vehicles (London) Act 1998 and the Local Government (Miscellaneous Provisions) Act 1976.
- If certain services in your order are unavailable, we will contact you to discuss whether to wait or cancel the order.
Prices and Payment
- Prices are quoted in pounds (£) sterling and may be subject to additional charges and VAT. They are calculated based on base fare, distance, time, and any special add-ons such as wheelchair-accessible vehicles.
- Upon booking, you will be provided with an accurate estimate of the cost.
- Full payment is required before the company will accept your order.
- In the event of a pricing error, we will contact you to confirm if you wish to proceed with the amended order.
Cancellations
- You may cancel your order up to 24 hours before the scheduled service, except in specific circumstances.
- To cancel, you must notify us with your details and order reference number.
- If cancelled within the specified time frame, you will receive a full reimbursement using the same payment method.
- You cannot cancel once the service has started.
- Your statutory rights are not affected by this cancellation policy.
Warranty and Liability
- Notify us within 24 hours if you believe a service was inadequate.
- We warrant that services will be performed with reasonable care and skill. In case of a breach, we may re-perform the service, waive fees, or issue refunds.
- We may subcontract a booking to another licensed operator if unable to fulfil the order due to unforeseen circumstances. However, Nova Transport Services Ltd retains responsibility for the journey.
Personal Data
At Nova Transport Services Ltd, we prioritise the privacy and security of your personal information. We ensure your data is handled in compliance with the General Data Protection Regulation (GDPR).
- Collection and Use of Personal Data: We collect and process only the personal data necessary to provide our services, including contact and relevant medical information for passenger safety.
- Security Measures: Your data is securely stored and protected against unauthorised access.
- Consent: By using our services, you consent to our data processing policies. We will not share your data with third parties without your consent, except as required by law.
- Data Retention: Personal data is retained only as long as necessary to fulfil service purposes or as required by law.
- Your Rights: You have the right to access, correct, or delete your personal data. For concerns, please contact us at info@novatransportservices.co.uk.
Compliance
We are committed to GDPR compliance and train our staff in proper data handling. Choosing Nova Transport Services Ltd ensures that your privacy is protected at all times.
General
- We may assign or delegate services to certified third parties if unable to fulfil the order due to unforeseen circumstances, but we retain overall responsibility for the booking and the journey.
- If any part of these terms is unenforceable, the rest remains effective.
- English law applies, and disputes will be resolved in English courts unless otherwise stated for UK residents outside England.
- Third parties cannot enforce these terms.
- Any delay in enforcing these terms does not waive our right to enforce them later.
Complaints and Compliments
At Nova Transport Services Ltd, we value your feedback and take all complaints seriously. If you have any concerns or issues with our services, please follow the procedures below.
Submitting a Complaint
To file a complaint, please contact us via phone, email, or through our website.
Provide the following information:
- Full name and contact information
- Date and time of the incident
- Location and details of the incident
- Names of any involved staff members
We aim to acknowledge your complaint within 7 days and provide a resolution within 28 days. If necessary, you remain unhappy you may also escalate your complaint to Transport for London here https://tfl.gov.uk/help-and-contact/contact-us-about-taxi-and-private-hire
Compliments
We appreciate positive feedback. If you’ve had a good experience with us, please share your compliments using the same contact methods.
Equal Rights and Equalities
We are committed to providing an inclusive, non-discriminatory environment. Passengers of all ages, genders, races, religions, sexual orientations, and abilities are treated with respect and dignity.
Nova Transport Services Ltd adheres to applicable local and national laws governing equal rights and non-discrimination. Our team is dedicated to maintaining a culture of inclusivity, where every passenger feels respected and valued without fear if prejudice or bias. If you have concerns, please contact our support team.
Lost & Found Property
We are not responsible for any property left behind in our vehicles. Any found property will be stored for 28 days, after which we may return, sell, destroy, or dispose of it at our discretion.
Driver Conduct
At Nova Transport Services Ltd our drivers are trained and expected to uphold the highest standards of professionalism, safety, and courtesy. Our drivers are carefully selected through a rigorous recruitment process and a trained at a high standard to ensure they provide a safe and comfortable transportation experience for our passengers. Your safety and satisfaction are paramount to us therefore If you have concerns about driver conduct, please contact us.
Insurance Coverage
We maintain comprehensive insurance coverage, including for medical emergencies and accidents during transit. Your safety is our top priority.
Contact Us For inquiries, complaints, or feedback, contact Nova Transport Services Ltd at info@novatransportservices.co.uk or use the details provided on our website.