Standard (non-airport) pick-ups: 10 minutes grace. This means that if you get into the car within the first 10 minutes of the booked time, then there is no waiting charge. However, if you get into the car after (eg) 12 minutes, then the full (eg) 12 minutes are chargeable.Airport pick-ups: 30 minutes grace. This means that if you get into the car within the first 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.
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 booking fee of £2.50 for all bookings made through our Contact Centre. To avoid this fee, please book using our App or online at www.greentomatocars.com
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.
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.
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.
For all airport pick-ups we require the flight number. This enables us to track your flight and ensure your driver is in the airport at the right time to pick you up. If the flight lands late, we will send the driver in at the actual flight arrival time, rather than the scheduled arrival time. This helps to avoid extra waiting time charges.
The driver will be waiting at arrivals with a Green Tomato Cars nameboard with your name on it and will accompany you to your vehicle.
Collection (e.g.) 30 minutes after landing
Many customers prefer to be collected a certain number of minutes after landing. This allows you extra time to get through customs and collect your baggage before any waiting time or car park is charged.
For example, if your flight lands at 11:00am and you request to be collected (e.g.) 30 minutes after landing, the driver will be waiting for you at arrivals from 11:30am. The grace waiting period then extends another 30 minutes after that, so as long as you are with your driver by 12:00pm there will be no waiting time charged.
Please feel free to request this at the point of booking.
For all airport pick-ups, car parking is an additional cost. This is because all drivers are obliged to park and come to arrivals to collect you. The parking charge is added at the end of the journey, and is charged at cost.
|Pickup Location||Minimum Cancellation Time||Charge|
|Central London (London Postcode)||30 minutes||Minimum Booking Fee + any applicable extra charges|
|Within the M25||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|
Pick up within London post codes
For bookings within London post codes a minimum of 30 mins notice is required to cancel the booking without charge. If less than 30 minutes’ notice given, e.g. 25 mins and the booking is NOT allocated to a driver then no COA charge. If allocated then a cancellation charge* will be due.
Pick-up outside London post code – but within the M25
For bookings outside a London post code which are within the M25, 1 hours’ notice is required. If less than 1 hours’ notice is given and the booking has not been allocated to a driver then no cancellation charge due. If allocated then a cancellation charge will be due.
Pick-up outside M25
For bookings outside the M25, then a minimum of 3 hours’ notice is required. If less than 3 hours’ notice is given and the booking has not been allocated to a driver then no cancellation charge due. If allocated and the driver is at the pickup point then a full fee cancellation charge will be made. If driver on route then depending on the mileage driven from allocation point either a cancellation charge or a full fare cancellation will be made.
As soon as possible cancellations
A cancellation charge applies if you book a car for as soon as possible and you cancel it after the driver is allocated to your booking. We will provide a 5 minute leeway which means that once your car is booked – if you call up on or before the 5 minute mark, we will not charge you. If it is 6 minutes or after a cancellation fee will apply.*
Please note that waiting time applies to cancelled bookings if the car is cancelled after the pick-up time.
*The cancellation charge can vary from account to account, but is the minimum cost for a single journey on your account. Please contact Client Relations for more information.
No Show Cancellation Policy
If we have been unable to contact either booker or passenger within the times listed below, we will remove the driver from your booking and a cancellation fee will apply as outlined in our cancellation policy.
Non Airport collections
Cash – Our driver will be removed from the booking 10 minutes after pickup time if no contact has been made with the booker/client and the cancellation on arrival fare will be charged.
Credit card & account – Our driver will be removed from the booking 30 minutes after pickup time if no contact has been made with the booker/client and the cancellation on arrival fare will be charged.
Cash – Our driver will be removed from the booking 30 minutes after pickup time if no contact has been made with the booker/client and the cancellation on arrival fare will be charged.
Credit card & account – Our driver will consult with our Logistics team after 30 minutes if no contact has been made with the booker/client to determine if additional waiting time should be applied. Cancellation on arrival fare will be charged should Logistics also fail to make contact with the booker/client upto a maximum of 90 minutes after pickup time.
For our courier services, the cancellation fee depends on the vehicle booked. The minimum cancellation time for all our courier services is 30 minutes.
Small van £12.00
Transit van £36.00
Couriers – Waiting time charges
Waiting time is charge at £25.00 per hour for a standard service across all vehicles. The Priority Service waiting time is charged at £50.00 per hour.
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, a 50% fare increase applies. This also applies to waiting charges and cancellation charges.
There is a charge of £3 per extra drop, plus a charge for any extra mileage incurred.
Only charged where it is unavoidable, and charged at cost.
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 extent of the damage and loss of earnings for the driver during this time of cleaning.
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 peak prices on journeys made between 1800 on 24th December and 0600 on 27th December and between 1800 on 31st December and 0600 on 2nd January.
If you are an account holder there will be a 100% uplift on journeys made between 1800 on 24th December and 0600 on 27th December and between 1800 on 31st December and 0600 on 2nd January.