Terms & Conditions

Who we are

Louie’s Taxis provides taxi, airport transfer and chauffeur services from Newcastle upon Tyne, UK. You can contact us at louiestaxis@aol.com or 0191 695 1200.

Acceptance of these terms

These terms apply to bookings with Louie’s Taxis, including bookings made through our website, online booking widget and branded passenger app powered by CAB-X. They form part of your booking agreement when your booking is accepted.

Please read them before booking and contact us if anything is unclear. Your statutory consumer rights are not affected.

Booking

Bookings can be arranged by phone or email, or made through our online booking widget and passenger app. You can also send an enquiry using the website contact form. An enquiry or quote request is not a confirmed booking.

A booking is confirmed when Louie’s Taxis accepts it and communicates confirmation to you, including through the booking system. A confirmed booking forms a contract between you and Louie’s Taxis.

Please give us full and accurate pickup and drop-off details, contact information, travel times, passenger numbers and luggage requirements. Check your confirmation and let us know promptly if anything is incorrect. Inaccurate details may cause delays or require changes to the journey and price. This does not remove our responsibility for our own errors.

Prices

All quotes are fixed at the time of booking and include all charges unless we tell you otherwise before you agree to the booking. We will agree any additional charges for extra waiting time, additional stops or significant route changes with you in advance.

Cancellation

• Cancellations made more than 24 hours before pickup receive a full refund.
• Cancellations made 24 hours or less before pickup may incur a charge of up to 50% of the fare.
• For a no-show, or a cancellation within 24 hours of pickup after the driver has departed to collect you, the charge may be up to the full fare.

These are maximum charges, not automatic penalties. Any amount retained or charged will reflect our reasonable net loss from the cancellation, taking account of costs saved, replacement work and reasonable steps to reduce that loss. We will not charge twice for the same loss.

Cancel through the app or booking tool where that option is available, or contact us directly. If you cannot confirm that your cancellation has been received, call us.

If we need to cancel, including because of severe weather, vehicle failure or illness, we will give you as much notice as possible and offer a full refund or rebooking. This does not limit any other remedy you may be legally entitled to.

Payment

We accept card, bank transfer and cash on completion unless a different arrangement, including prepayment, is shown and agreed when you book. The available payment methods will be shown or explained before confirmation.

Your responsibilities

Please ensure passengers wear seat belts where required. Smoking and vaping are not permitted in our vehicles. Treat our drivers, vehicles and other passengers with respect.

Tell us about special requirements when booking, including child seats, accessibility needs, assistance dogs or other animal travel, and oversized luggage, so we can arrange a suitable vehicle. This does not limit our statutory duties towards disabled passengers or assistance-dog users.

Be ready at the agreed pickup location. For airport transfers, give us your flight details and allow sufficient time for the journey and airport check-in.

Passenger app and online booking

The Louie’s Taxis passenger app and web booking tools use CAB-X software. CAB-X is the technology provider, not the transport operator. Louie’s Taxis is responsible for the journeys it accepts.

Keep your account and verification details secure and report suspected unauthorised use promptly. Do not make fraudulent bookings or interfere with the app or booking service.

Online services may be affected by maintenance, connectivity or technical faults. If you cannot complete or change a booking online, contact us. Removing the app or requesting account deletion does not itself cancel a confirmed journey.

Any separate app-store or software terms apply to their stated scope and do not replace your statutory rights or the terms of your transport booking.

Our liability

We carry passenger insurance and will provide our services with reasonable care and skill. We are responsible for foreseeable loss caused by our breach of the booking agreement or failure to use reasonable care and skill.

Traffic, weather and road conditions can affect journey times. We will take reasonable steps to minimise disruption and keep you informed. Whether we are responsible for a missed flight or onward connection depends on the circumstances, including whether we were at fault. Please allow generous time for airport transfers.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded or limited. Your statutory rights to a refund or other remedy remain unaffected.

Lost property

Items found in our vehicles will normally be held for 30 days, unless the law requires different handling or an item is unsafe or perishable. Please contact us as soon as possible if you have left something behind.

Privacy

Our Privacy Policy explains how we collect and use information through the website, booking tools and Louie’s Taxis passenger app.

Governing law

These terms are governed by the laws of England and Wales. This does not remove any mandatory consumer protections or rights to bring proceedings in another court that apply to you.

Changes

We may update these terms. The version provided when your booking is accepted applies to that booking, unless a change is required by law or agreed with you. Updated terms apply to future bookings and will be available on this page.

Contact and complaints

For questions or complaints, contact louiestaxis@aol.com or 0191 695 1200. Include your booking reference and journey date so we can investigate.