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Charges

When making a booking with Green Tomato Cars you agree that the following extra charges may be incurred on top of the original fare.

Waiting time and grace period charges

For standard pickups (non-airport), we offer a 10-minute grace waiting period. This means that if you get into the car within 10 minutes of the booked time, then there is no waiting time charge. However, if you get into the car after (eg) 12 minutes, then the full (eg) 12 minutes are chargeable.

For airport pickups, we offer a 30-minute grace waiting period. This means that if you get into the car within 30 minutes of the booked time, then there is no waiting charge. However, if you get into the car after (eg) 32 minutes, then the full (eg) 32 minutes are chargeable.

Like most car services, we charge if you keep the car waiting over a certain period of time. This recompenses both the driver and us for the delay. However, for our Account customers, unlike other car services, we pay if we keep you waiting.

To avoid/minimise these charges, we offer a ‘hold off option’ on our airport bookings. Please see our airport pickups section for more information.

NB – For auxiliary service waiting time and charges, please see the relevant sections below.

Airport Pick-ups

Flight tracking

For all airport pick-ups, we strongly recommend providing the flight number. This allows us to track your flight and amend the pickup time according to the actual flight landing time so that the driver is in the arrivals hall at the appropriate time. This can help avoid extra waiting time charges.

The driver will be waiting for you in the arrivals hall, with a Green Tomato Cars name board with your name on it, and they will accompany you to the vehicle.

Hold off time

As there are occasions when it can take longer for passengers to go through customs and baggage reclaim after disembarking a flight, we offer a hold off time option. This allows you to add a buffer into your collection time, is free of charge and can be chosen at the time of booking (web, email, app and phone).

For example, if your flight lands at 11:00 am and you request to be collected (e.g.) 30 minutes after landing, the driver will be waiting for you in arrivals from 11:30 am. Should your flight land early at 10:50 am, our driver will be waiting for you at 11:20 am.

On top of this, our usual airport grace period will apply and extend to another 30 minutes after the pickup time. In the above scenario, so long as you are with your driver within 60 minutes (30mins hold off + 30 mins grace waiting period) of the actual landing time, no waiting time charge would apply.

Car Parking

For all airport pick-ups, car parking is an additional cost. This is because all drivers are obliged to park and come to the arrivals halls to collect you. The car parking charge is added at the end of the journey and is charged at cost.

Some airports are now charging for dropping off passengers. This is the case for airports such as Stansted and Luton. We have included these new charges in the quoted fare. 

 

Cancellation Charges

Pick Up Location Minimum Cancellation Time Charge
Within the M25 + London Airports 30 minutes before pick up Minimum Booking Fee + any applicable extra charges

 

Outside the M25 60 minutes before pick up Minimum Booking Fee + any applicable extra charges

 

ASAP Within 5 minutes of booking Minimum Booking Fee + any applicable extra charges

 

NB: For auxiliary services, please see the relevant sections below.

Cancellation charges vary depending on the service and account used. It is the minimum cost for a single journey. Please contact your account manager or client relations for more information – [email protected].

Pick up within the M25 and London airports

A minimum of 30 minutes’ notice is required to cancel a booking without charge. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.

Pick-up outside M25

A minimum of 60 minutes’ notice is required to cancel a booking without charge. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.

As soon as possible (ASAP) cancellations

A cancellation charge will apply if the booking is cancelled more than 5 minutes after creation. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.

No Show Cancellation Policy

If we have been unable to contact either the booker or the passenger within the times listed below, we will remove the driver from your booking and a cancellation charge will apply as outlined above. Car Parking and waiting time charges may apply.

Non-airport collections

Our policy depends on the method of payment.

Cash bookings – The driver will be removed from the booking 10 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply.

Credit card & Account bookings – The driver will be removed from the booking 30 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply.

Airport collections

Our policy depends on the method of payment.

Cash Bookings– The driver will be removed from the booking 30 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply.

Credit card & Account bookings – The driver will be removed from the booking 90 minutes after the pickup time if no contact has been made with either the booker or the passenger. A cancellation on arrival (COA) charge will apply.

Courier services

You can find more information about our courier services on our services page (hyperlink here).

Cancellation Charges

A minimum of 30 minutes’ notice is required to cancel a booking without charge. For “as soon as possible” bookings, a cancellation charge will apply if the booking is cancelled more than 5 minutes after creation. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.

The cancellation fee depends on the vehicle and service booked. Please speak to client relations or your account manager for more information.

Priority Services

We offer a priority service for motorbikes and small vans. A 50% increase will apply on these bookings.

Waiting time

Like our regular services, we offer a 10 minute grace period for our courier services. The first 9 minutes and 59 seconds is free for the courier to wait. Once he or she has been there for 10 minutes, the full 10 minutes is then chargeable.

Couriers – Out of hours

For collections between 19:00 and 07:00 and on Saturday and Sunday, a 50% fare increase applies. This also applies to waiting time charges and cancellation charges.

International Bookings

When booking an international journey, we recommend giving us at least 2 hours’ notice. Below this threshold we cannot guarantee that our network will be able to service your requirements.

Cancellation policy

A minimum of 120 minutes’ notice is required to cancel a booking without charge. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.

The cancellation fee depends on the vehicle and service booked. Please speak to Client Relations or your Account Manager for more information.

Airport Picks Ups

We offer 60 minutes of free waiting time at all international airports outside the UK. This is included in the quote provided at the time of booking.

Wheelchair Accessible Vehicles

We partner with London Black Cabs to service wheelchair accessible vechile requests.

Our quotes are only rough estimates as the journey will be on the meter. We offer a 2 minute grace period on these bookings.

For cancellations, a minimum of 30 minutes’ notice is required to cancel a booking without charge. For “as soon as possible” bookings, a cancellation charge will apply if the booking is cancelled more than 5 minutes after creation. If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.

Debit and credit card pre-authorisation

Cash and Card Bookings

When you make a booking to pay by credit or debit card, your card is pre-authorised by us to confirm that you have the available funds in your account. This pre-authorisation does not take money out of your account, but merely ring-fences the fare. If you cancel the journey, we automatically release the pre-authorisation. It will take around 3 – 5 days for the funds to be released, this is determined by your card issuer.

Account Card Bookings

When you provide us with a new card for your account, your card will be pre-authorised by us to confirm that you have the correct details. This pre-authorisation does not take money out of your account but merely ring-fences £1.01. It will take around 3 – 5 days for the £1.01 to be released, this is determined by your card issuer.

Additional Charges

Phone Booking Fee (non-account holders)

As well as our ongoing investment in online and app booking technology, we have recently adopted the London Living Wage across our Contact Centre and introduced performance-related bonuses in order to attract and retain higher calibre employees. To help meet these costs, we charge a £2.50 booking fee on bookings made through our contact centre.

Our app is available for download on Android and Ios or you can try our web-portal at www.greentomatocars.com

For account holders, we can offer a discount on your bookings made through our app or web-portal. Please contact your account manager for more details about this.

Card Handling Fee (non-account holders)

We do not charge a card handling fee, however, we will add a £1 booking fee to all cash and card bookings for our private customers to help offset the costs of offering various payment options.

Additional Pickup/Drop Off Address

We define as an extra pick up or drop off, any location where a passenger either exits or enters the vehicle. There is an additional charge of £3 per extra stop as well as any extra mileage incurred.

Car Parking

Car Parking is only charged where it is unavoidable, and it is charged at cost.

Penalty Charge Notices (PCNs)

In circumstances where a driver has incurred a PCN due to the requirements or instructions of a customer, we reserve  the right to pass this charge on as an extra charge on the booking in question.  This recharge will include an administration fee of 15% of the PCN’s value.

Soiling

Any soiling that requires the car to be taken out of service for cleaning will result in a potential charge of up to £100 depending on the extent of the damage and loss of earnings for the driver during this time of cleaning.

Peak and off-peak pricing

We don’t surge but we do need to encourage drivers to work during our busier times of the day to make sure our vehicles are available when you need them most.

As such, for our private customers (non-account holders), we have a peak and off-peak pricing system a bit like the tube. Our peak pricing applies Monday to Friday from 05:00 to 09:00, 16:00 to 18:00 and 22:00 to 01:00.

Christmas and New Year

There will be an extra charge for journeys during the Christmas, Boxing Day, and New Year’s holidays. This will apply to all London Licensed Taxis and generally across the transport industry. This encourages drivers to work during these busy times, so that taxis and mini-cabs are available when you need them the most.

For the holiday season this year, we will be charging our cash and card customers (non-account holders) peak prices on journeys completed between 18:00 on 24th December 2018 and 06:00 on 27th December 2018. Also, this uplift will apply on journeys completed between 18:00 on 31st December 2018 and 06:00 on 2nd January 2018.

If you are an account holder, there will be a 100% uplift on journeys made between 18:00 on 24th December 2018 and 06:00 on 27th December 2018 and between 18:00 on 31st December and 06:00 on 2nd January.

If you expect to make a large number of bookings during the Christmas holiday period, please contact your account manager or [email protected].

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