Customer Terms and Conditions
1. General By using our services you agree to the MiCabi terms and conditions to which we reserve the right to change at any time in order for quality testing and development. Information is subject to change and will be displayed on the MiCabi home page to notify users. Within 14 days of new terms in place, an automatic customer acceptance will be live unless objectified. The user solely accepts further use of MiCabi services.
2. User Registration All information provided by user must be accurate and complete through all parts of registration process.
3. Contract of Service and changes to offers All conditions of contract apply to arranged services provided by MiCabi.
3.1. Subsequent to the booking and after start of service, additional fees may occur according to the price structure. Making sure with the TSP (transport service provider), the user has the possibility to make changes to the destination, journey, extras, etc.
3.2. All hourly rides must end in the same city as start of the service.
3.3. User can choose between our different types of class vehicles; Business Class – executive saloon, Business Class – Executive Van/SUV, First Class – Deluxe Saloon and First Class – Deluxe SUV alongside Upper Class -‐ VIP and Upper Class – VVIP subject to availability. User can choose vehicles from “our Fleet” page on the MiCabi homepage. Images shown on “our Fleet” page are in place to demonstrate the class of vehicles we provide. Given the opportunity, user may choose to upgrade to higher class vehicle, upon availability of vehicles, the price is free but payment for different category will be charged accordingly, You can be discuss any time by giving MiCabi a call.
3.4. Booking times
For all vehicles booking must be at least two hours before pick-up time.
For Upper Class vehicles please see details of your car Club membership
3.5. Booking areas For booking in London – booking must be at least 2 hour before pick-up time.
For booking in the whole of the UK – booking must be at least 6 hours before pick-up time.
For booking worldwide – booking must be at least 24 hours before pick-up time.
4. Transport safety
4.1. Children When booking for children, child seats must be requested in the comments section including the age of children and the type of seat needed.
4.2. Luggage The only amount of luggage you are allowed is the amount agreed upon selection of vehicle class and size. Extra luggage will come with an extra charge. MiCabi have the right to refuse luggage that was not agreed upon or cannot be fitted inside the vehicle boot.
4.3. Animals If customer wants to bring animals on board, they must take prior permission before booking to make sure with the TSP and partners if they are willing to accept such a case. Guide dogs will not be refused. MiCabi’s chauffeurs have the right to refuse to take animals (with the exception of guide dogs) that were not agreed upon.
4.4. Policy on passengers and luggage The booking of vehicles each specify a set amount of passenger and luggage allowance in order for the best experience for customers. The TSP has the right to refuse any luggage or passenger if space becomes extremely limited and safety conditions are compromised.
4.5. Delays In extreme weather and certain unavoidable situations, customers can receive compensation to a certain extent, such as longer waiting times. Last minute cancellations due to unforeseeable situations will be compensated by a full refund to customer (if accepted by customer).
5. No shows, changes to booking, cancellations
5.1. No shows No show means a cancellation to the customer’s TSP service for the booked periods. This rule may be ignored if a later pickup time is agreed by customer and TSP (A) Transfer Services A no show is only considered if the customer is not present without cancellation 30 minutes past booked pickup time at the pickup location. No shows such as this will mean a full charge of customer’s booked service which must be paid for, no extra waiting time costs will apply where possible. (Long distance only) Airport and train station pickups are considered no shows when customer has not cancelled 60 minutes prior to the booked pickup time, at which point the customer’s booked service must be paid for in full, no extra waiting time costs will apply where possible. (B) Hourly Services A no show is considered if customer does not show up at all during the booked hours at the agreed pickup time and location at which point the service for that booking must be paid in full. (Long distance only) Airport and train station pickups are considered no shows when user has not shown up for the booked hours after the agreed pickup time and location, at which point the customer’s booked service must be paid for in full, no extra waiting time costs will apply where possible.
5.2 Cancellations If MiCabi feels that a booking cannot be made, which can include sudden emergency for driver, unavailability of vehicle or extreme weather conditions, bookings may be cancelled along with a full refund. (A) Transfer Services Cancellations are free of charge as long as the TSP has not yet departed to pick up the customer or more than an hour is left before agreed pickup time. Any other no shows will be due payment for in full for the arrangement fee. Cases when cancelled by client: TSP has not begun journey to pickup location – No charge Cancellations can be made free of charge before driver presses the 60 minute button (B) Hourly Services Cancellations are free of charge as long as they are made 24 hours prior to the agreed pickup time. 24 hours or more before pickup time – No charge If a driver cancels a ride, no cancellation notification will appear for the customer as customer will only see details of the new driver who has accepted the job. (Any other cases, the customer will be contacted by the customer service department) Cancellations can be made via phone, using MiCabi website or through the customer booking app
5.3 Changes to booking Changes can be made during a ride for a change of destination. This will be sent over for review and the TSP will charge extra kilometres accordingly.
5.4 Behaviour in the vehicle All passengers must abide to the following standard rules and laws when users are travelling with the TSP: Any and all instructions from the TSP must be followed The TSP must ensure a safe ride for all passengers (including young children and pets) Doors must remain closed while the vehicle is moving Users must not throw objects from the vehicle Users must not stick body parts out of the vehicle Users must not shout from the vehicle Users must not smoke within the vehicle Devices provided by the TSP may be used by users after short instructions from the TSP Any physical or verbal abuse, threat, sexual and other harassment by or towards the TSP will not be tolerated and serious action will be taken
5.5 Lost Property Any items lost within the vehicles will be returned to the Lost and Found department which can be retrieved by either calling your driver or the office number.
6. Payments and Premiums
(A) Waiting times for Transfer Services Only for transfer services, the first 60 minutes of waiting time is free for airports after agreed pickup time and for any other pickup, customers receive 15 minutes of waiting time for free. Any extra waiting times costs after this free waiting time is up, the cost will be charged for every minute at a flat rate which will be calculated by the hourly booking price of the area of agreed pick up location and also includes the vehicle category rate (including VAT). (B) Additional Kilometres for Hourly Booking MiCabi and partners have fixed kilometre-per-hour rate and any extra kilometres outside of the hourly rate will be added as extras and calculated by the hourly booking price of the area of agreed pick up location and also includes the vehicle category rate (including VAT). (C) Terms of Payment and Transaction Fees The user can pay using all major credit cards. Payment will be taken instantly as booking is complete and any extras added along the user’s journey would be debited 24-48 hours after the journey is over. (D) Invoice Invoices are sent to the user as soon as their journey is finished (only if no extras are added) including a review form that they can send back to us in email form. Journeys where customer has added extras, the invoice and review form will be sent within 24-48 hours after journey completion.
TSP/Driver Terms and Conditions
General By using our services you agree to the MiCabi. Terms and conditions to which we reserve the right to change at any time in order for quality testing and development. Information is subject to change and will be displayed on the MiCabi home page to notify users. Within 14 days of new terms in place, an automatic TSP acceptance will be live unless objectified. Further use of MiCabi services is solely accepted by the user.
Customer no show policy For no show policy please refer to customer terms and conditions. If a no show is confirmed, driver can leave and accept other job. The admin department will deal with any charges.
Cancellations policy Driver must call MiCabi administration department to cancel a ride. Any cancelled rides will appear in offers to be re-auctioned. Driver could be charged for cancelling rides (depending on the discretion of the quality control department).
TSP expectations and Vehicle Regulations TSP expectations ALL TSP must speak a good level of English ALL TSP must provide a high quality service TSP must be quiet unless a passenger engages in a conversation with them (other than to update the passenger on any changes of bookings) TSP must be well groomed and neatly dressed TSP must supply child seats when accepted a booking with child seat request TSP must ensure that fresh water is available for use of passengers before leaving for pickup TSP must have umbrella and charger for customer TSP must always be trained, licensed and qualified TSP must have basic First Aid training TSP must always keep the to the dress code standards – dark Suit, dark tie and white shirt TSP must never eat or drink while customer is in the vehicle or in sight of client TSP must not use mobile phone whilst passengers are within the vehicle or when the TSP is driving TSP must abide to the strict non-smoking policy within and near the vehicle TSP must always be polite, professional, and try to make good impressions with clients at all times TSP must assist client whenever a situation arises such as reservations TSP must address his/her name at meeting point with polite greeting TSP must carry clients’ luggage to the car TSP must always open vehicle doors for the client TSP must confirm destination with client ALL TSP must have internet on their phones for the use of MiCabi app TSP should be able to make and receive international phone calls and text messages TSP must plan their route due for their next job TSP are responsible for maintaining all vehicles to a high standard including cleaning and washing of vehicles inside and outside TSP must never smoke inside or near the vehicle TSP can only answer phone calls in a moving vehicle using hands free phone and no private calls are to be made while customer is on board TSP MUST use the Driver app during working hours On pickup, TSP must let the customer know they have arrived by any means – by calling office so they can call customer, by calling the customer themselves, knocking on the house door of customer or ringing door bell, letting the reception know that the TSP has arrived TSP must call the office in case of issues in regard to picking up a customer TSP must call the office in case of accident with or without customer on board TSP must always return lost items to the customer or call office and return to office so customer can collect said items
Vehicle Regulations TSP must make sure vehicles are insured and have all the correct documents unless supplier is providing the vehicle, at which point they must make sure vehicle is insured and has all correct documents before allowing such vehicle to be used for jobs All vehicles must be inspected by the supplier before TSP can use them for jobs, abiding to standing local laws and by-laws All vehicles must be fitted with seat belts for front and rear seats and must be worn by all travellers All vehicles must be fitted with air bags where possible All vehicles must be fitted with a warning triangle, roadside emergency kit, first aid kit and equipment to change tyres if required
Manual Handling As a minimal part of the job, chauffeurs must help moving clients’ luggage into and out of vehicles. Lifting weights manually can cause many types of injuries so all TSP must follow these guidelines:
Check for sharp edges before lifting If luggage feels awkward or you are unable to lift it alone, you must ask for help You must be able to see around you when lifting You must make sure there is enough room to place luggage before lifting it Make sure there is nothing in your way when lifting TSP must not use lifting assisting equipment unless authority has been given by supplier
Lost Property Any items lost within the vehicles will be returned to the Lost and Found department, which can be retrieved by either the customer calling TSP or the office.
Penalty System The penalty system applies will apply to all TSP. The system is in place to retain a professional entity and keep all contact with clients at absolute first class standard. Penalties will work much like fines but these will be deducted from TSP wages. The more severe the complaint or TSP error, the more the TSP will be charged for. These penalties are: Driver not helping the client with their luggage Driver car found untidy (excluding bad weather conditions) Vehicle Found without umbrella, client charger and tablet Driver not at pickup location 15 minutes before pickup time Driver going off course deliberately to increase journey time Driver late for the pickup (excluding unforeseeable delays) Driver not wearing proper dress code standard suit and tie Driver acting against the requests of client Client reasonably found unhappy with service Driver not following job instruction and buttons Driver modifying a booking without authority and without client permission Driver refused job during his/her working hours Driver accepting a job and not completing it Driver wasting clients’ time Driver showing up with a wrong class vehicle Driver found not reporting any car symptoms or warning lights Driver not responding to client Driver found abusing a bug in the system to make substantial amounts of money If a driver fails to complete 15 rides within 3 months, MiCabi has the right to terminate contract
Driver found to be abusive with customer regardless of rudeness of the client will result in termination of business partnership (if such happens and driver is found not guilty, we will take action on behalf of the driver and we also respect drivers’ self-esteem. If necessary, we may also stop business with that account)
The quality control department will decide on the penalty charge by the intensity of the penalty. MiCabi reserves the right to change the agreement and terms of contract as seen reasonable.