01 Introduction
These Terms and Conditions (the "Agreement") govern the provision of transportation and related services offered by Sinto Ltd, trading as Sinto Transport Service ("we", "us", "our"), to individuals or entities who use or book our services ("you", "your", "Passenger"). By accessing, booking, or using our services, you agree to be bound by the terms outlined in this Agreement. Please read them carefully before using our services.
Sinto Ltd is committed to delivering safe, reliable, and professional transport solutions. These terms ensure a mutual understanding of our responsibilities and your rights as a Passenger.
02 Definitions
For this Agreement, the following terms shall have the meanings assigned to them below:
- "Sinto Ltd" / "We" / "Us" / "Our" — Sinto Ltd, the company responsible for providing transportation and related services.
- "Passenger" / "You" / "Your" — any individual or entity who books, uses, or is otherwise transported by Sinto Ltd.
- "Service(s)" — the transportation services.
- "Booking" — the confirmed request made by the Passenger for the use of our transportation services.
- "Vehicle" — any licensed and insured motor vehicle operated by or on behalf of Sinto Ltd to fulfil a Booking.
- "Driver" — a licensed and vetted individual assigned by Sinto Ltd to operate a Vehicle and provide the Service to the Passenger.
- "Journey" — a single trip or transportation service provided to the Passenger from the agreed pick-up location to the specified drop-off location.
03 Charges & payment
All journey fares are confirmed before travel. Once we have confirmed your fare, we will send you a secure payment link. Full payment of the fare is required upfront to secure your booking: your booking is confirmed once payment has been received. Payment can be made by card via our payment link, or by bank transfer, invoice, or cheque where agreed in advance (for example, on business accounts).
04 Bookings
Bookings must be made through our office by our operators, by phone, email, or our online booking form. It is a legal requirement that all bookings are made through our operating centre; direct bookings with drivers are strictly prohibited.
To process and confirm a booking, the following information must be provided:
- Full name of the passenger
- Complete pick-up address, including postcode
- Full destination address
- Mobile contact number
- Requested pick-up time
A confirmed booking will receive a confirmation via text or email, including:
- Driver's full name
- Driver's private hire licence number
- Vehicle registration
- Driver photo (if applicable)
- Agreed fare amount
When you book with Sinto Ltd, you (the Passenger) are entering into a direct contract with us as the licensed operator, not with the driver. Under the 1998 Act, we hold full legal responsibility for your whole journey.
Key terms of booking
- Direct agreement: your booking is with Sinto Ltd. Drivers serve as our agents, but all responsibility lies with us.
- Passenger-only bookings: we only accept bookings made by passengers themselves.
- Journey responsibility: Sinto Ltd oversees and is accountable for the entire trip, from collection to drop-off.
- Licensed service: every booking is completed using licensed vehicles and drivers.
- Agreed fares: all prices are confirmed in advance. Full payment upfront is required to secure your booking (see Charges & Payment and Cancellation Policy).
- Cancellations: a confirmed booking will not be cancelled by the driver. You may cancel in line with our Cancellation Policy below.
05 Cancellation policy
As bookings are paid for in full upfront, the following refund terms apply. A driver will not unilaterally cancel a confirmed booking.
If you need to cancel:
- More than 1 hour before your scheduled pick-up time: you are entitled to a full refund of the fare paid.
- Within 1 hour of your scheduled pick-up time: the fare is non-refundable.
Refunds are made to your original payment method and may take a few working days to appear. Any parking, toll, or congestion charges already incurred on your behalf are non-refundable.
No refunds will be given where:
- The customer provides incorrect or misleading booking details (e.g. wrong date or address).
- The passenger leaves the agreed pick-up point without notifying us.
06 Lateness & waiting
Please be ready at your pick-up point at the booked time. Our driver will wait for a reasonable period free of charge:
- Local pick-ups: up to 10 minutes free waiting from the booked pick-up time.
- Airport pick-ups: up to 45 minutes free waiting, to allow for baggage reclaim and customs.
If you have not arrived at the pick-up point once the free waiting period has passed, and we have been unable to reach you, the booking will be treated as a no-show: it will be cancelled and the fare paid is non-refundable.
For business and account customers, waiting time beyond the free period may be charged and added to your invoice. Any waiting charges will be made clear on your account terms.
While we make every effort to arrive on time, Sinto Ltd is not liable for delays caused by circumstances outside our control, including but not limited to traffic, weather, road closures, or other events beyond our reasonable control.
07 Complaints
To file a complaint, please reach out to us by phone or email at complaints@sintoltd.co.uk. We record all complaints and strive to address them within 7 days.
When submitting your complaint, please provide:
- A brief description of the incident, along with the driver's badge ID
- The vehicle registration number
- Date, time, and details of the journey
- Any other passengers present, if applicable
- Your contact details
08 Damages
Customers are liable for any damage caused to company vehicles, including repair costs, cleaning fees, or any loss of earnings.
Sinto Ltd is not responsible for any damage to personal belongings during loading or unloading.
09 Lost property
Sinto Ltd is not responsible for items left in vehicles. Any found items will be stored at our office, and we will make efforts to return them. To collect items, identification and proof of the journey are required. Please contact us by phone or email at enquiries@sintoltd.co.uk.
10 Accounts
Clients are required to pay the agreed invoices within the payment terms outlined on the invoice.
11 Right of refusal
We have the right to deny transportation to any passenger, or to refuse carriage of any items, that may pose a risk to the driver, vehicle, or company.
12 Privacy policy
Data protection
We store all collected data securely at our London office, accessible solely by authorised personnel.
Use of information
When you use our services, we may ask for personal information, including contact and payment details. We use this information to:
- Complete our service agreement with you.
- Manage your account and bookings.
- Keep you informed about your journey and any service updates.
We keep booking records for at least 12 months in line with our obligations as a licensed private hire operator. Other records are kept only for as long as necessary for the purpose collected, or for as long as required by law (for example, accounting and tax records). Where you have given consent, we may also contact you with occasional offers and news; you can withdraw that consent at any time.
Your rights
Under the Data Protection Act 2018 and the UK GDPR, you have the right to request access to the personal data we hold about you, and to ask us to correct or erase it. We will respond to a valid request within one month. Access requests are free of charge; a reasonable fee or refusal may apply only where a request is manifestly unfounded, excessive, or repetitive, as permitted by law. To make a request, contact us at enquiries@sintoltd.co.uk.
Crime prevention
To safeguard against fraud and theft, we may disclose customer data to appropriate authorities or financial institutions to prevent and detect fraudulent activity.
13 Telephone calls
Calls may be recorded for training, compliance, quality control, and to assist with resolving any complaints.