Combined Shape icon-card-filled icon-briefcase icon-attach icon-badge-13 icon-badge-13 icon-phone icon-paragraph icon-crosshair icon-location-pin Combined Shape

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 our Account Customers we offer a 10-minute free waiting time period for non airport pick ups, with the eleventh minute being the first chargeable minute. For airport pick ups, we offer a grace period of 20 minutes, after which the full waiting period is chargeable. We recommend you use ‘Hold-off Time’ linked to your flight details to reduce the cost of unnecessary waiting time at airports.

For our Private (Retail) Customers’:

– 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;

– 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 the above charges, we offer a ‘hold off option’ on our airport bookings. Please see our airport pickups section for more information.

For Private (Retail) Customers, waiting time when chargeable is at 40p/minute for Standard Cars, 50p/minute for MPVs and 60p/minute for Executive Cars. Account charges are as agreed on application.

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 (see above) will apply after the adjusted pickup time. In the above scenario, so long as you get into the car within 60 minutes (30minutes hold off + 30 minutes grace waiting period for retail bookings) 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 30 minutes before pick up Minimum Booking Fee + any applicable extra charges
Outside the M25, not more than 40 miles from SW1 60 minutes before pick up (180 minutes if more than 40 miles from SW1) 75% of Completed Journey Price + 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, and may be amended by us in writing at any time. Please contact your account manager or client relations for more information – clientrelations@greentomatocars.com.

Pick up within the M25

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 (180 minutes if more than 40 miles from SW1). If the cancellation is made after the pickup time, you may incur waiting time and car parking charges.  The cancellation charge is 75% of the price of the intended journey.  This is to adequately compensate the driver for time and fuel spent on travelling to the collection point.

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, including the applicable waiting time charges.

Courier services

You can find more information about our courier services on our services page.

Cancellation Charges

A minimum of 30 minutes’ notice is required to cancel a booking without charge (more where outside the M25, see above). 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 premium will apply on these bookings.

Waiting time

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

We understand you may need to use courier services outside normal business hours. Subject to availability, we are happy to help. On some occasions, we may need to use one of our cars or people carriers if our courier partner does not have availability.

International Bookings

When booking an international journey, we recommend giving us at least 3 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 vehicle 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-payment

Cash and Card Bookings

When you make a booking to pay by credit or debit card, payment of the fare shown will be processed when you confirm the booking. If there is any subsequent change to the fare – e.g. due to a change in destination, or waiting or parking charges – a further charge or refund will be applied accordingly after completion of the booking. Any such changes (credits or debits) may take up to 5 business days to show on your card statement.

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

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

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.

Out of Area Uplift (all bookings)

As we are a London-based operator, it costs us more to provide local services away from London than operators local to those areas. Where the pick up and final destination are both outside the M25 and the journey is not a negotiated rate, the mileage fare will consist of the fare from the pick up to the final destination, plus mileage at the standard rate for the shorter of the distance (a) from the closest point on the M25 to the pick up, and (b) from the final destination back to the closest point on the M25.

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.

Clean Air Charge

Effective 22 June 2020, all bookings incur a Clean Air Charge of £2.75 for Standard vehicles, £3.75 for MPVs and Executive vehicles, and £4.75 for Luxury vehicles. This charge will be added to completed bookings and those to which a cancellation charge applies.

There is no Clean Air Charge for Zero Emission bookings.

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 charge equivalent to the fare from where the passenger was dropped, to our depot or a third party car wash of our choice, plus the cost of cleaning and waiting charges in respect of the time spent for the vehicle to be cleaned, up to a maximum charge of £200.

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 19:00 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 all customers, there will be a 100% uplift on journeys where the collection time is between 18:00 on 24th December and 06:00 on 27th December. Also, this uplift will apply between 18:00 on 31st December and 06:00 on 2nd January. This uplift applies to all charges, except the Clean Air Charge which is charged at the same rate regardless of date.

If you expect to make a large number of bookings during the Christmas holiday period, please contact your account manager or events@greentomatocars.com

Use #GreenTomatoJourneys on your instagram post and get featured here