Terms & Conditions

These terms and conditions apply to viaUNO Cars, a licensed private hire operator based in Southampton, Hampshire, United Kingdom. By using our website, app or booking services (by phone, email or online) you agree to these terms. Please read them carefully.

These terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales. For how we use your personal data, see our Privacy Policy.

Booking confirmation

You will receive a booking confirmation (by email or in-app) for the journey(s) you have paid for. You are responsible for checking that the details we hold are correct. viaUNO will not refund you if you have forgotten to bring your confirmation or if details were wrong and you did not notify us in time.

Airport and time-critical journeys

viaUNO does not accept responsibility for missed flights or time-critical events due to traffic delays, accidents, breakdowns, severe weather or other unforeseen circumstances. We advise passengers to plan to arrive at the airport at least two hours before flight departure. If you choose to be collected with less than two hours before departure, viaUNO accepts no responsibility for any missed flight. All passengers are advised to have adequate travel insurance before booking.

No-shows and alternative transport

No refund will be given to passengers who do not wait for their driver and take alternative transport. No responsibility is accepted for costs incurred in such cases.

Vehicle capacity and luggage

viaUNO does not accept responsibility if passenger or luggage requirements exceed the capacity of the vehicle booked. If you are unsure about capacity, please contact our customer services before travel. For safety and licensing reasons, luggage must be securely stowed in the boot where required; please take this into account when choosing a vehicle.

Animals

viaUNO reserves the right to refuse carriage of animals that were not agreed at the time of booking. All animals must be secured in a suitable carrier. We accept no responsibility for costs arising from failure to comply with these requirements.

Route and vehicle

The exact route is at the driver's discretion on the day. Alternate routes may be requested and will be assessed by the driver. Please provide your arrival date and time into the UK (not departure) for airport pickups. If your flight is seriously delayed, please inform us as soon as possible. We may use our own vehicles or approved third-party operators where appropriate. viaUNO reserves the right to provide an upgraded vehicle if the chosen type is unavailable.

Seasonal surcharges

Bookings on the following dates may be subject to an additional surcharge on published prices: 24 December 18:00 to 26 December 23:59, and 31 December 18:00 to 1 January 23:59. Other dates may also be affected; any surcharge will be shown at the time of booking.

Policies & notices

Waiting time

For airport collections, we allow one hour from the time the flight actually lands to meet your driver as standard. After that, waiting time is charged at our current hourly rate (pro rata). For other journeys, waiting time is charged from the scheduled pickup time or for any stop en route. If you request a specific collection time after landing, you are not entitled to extra waiting time beyond that period.

Tolls

Tolls are included in the quoted price where applicable.

Amendments

Any change to your booking must be made by email or phone with viaUNO. You will receive confirmation of the amendment. Do not arrange amendments with the driver directly.

Re-booking

All bookings must be made through us (via our website, app, telephone or email) so that confirmations are issued and the journey is properly covered. Bookings made directly with a driver and not through viaUNO are not covered by these terms.

Cancellations

Cancellations are accepted if we receive at least 24 hours' notice. An administration charge of £7 or 10% of the fare (whichever is higher) per journey may apply. Cancellations must be made by email or phone; you should receive our confirmation. If you do not receive confirmation, we may not have received your cancellation—in that case please call us. No refund will be made for cancellations with less than 24 hours' notice, for no-shows on pre-paid journeys, or in other circumstances set out in our booking terms. Any other refund requests should be addressed to our customer services.

Complaints

Complaints about the service should be raised in writing with our office, preferably by replying to your confirmation email. Complaints must be submitted within 30 days of the event. Some calls may be recorded for quality and training purposes.

For questions about these terms, please contact us or email support@viauno.co.uk.