Frequently asked questions

Enter your pickup, drop-off, date, time, and passengers on the homepage. Add waypoints or a return trip if needed, then continue to see fixed prices for each vehicle class.

Yes — for the itinerary you entered on the quote form (pickup, drop-off, stops, passenger/luggage counts, and return if selected). The fare shown when you book is what you pay for that trip, including any return discount applied at quote time. Extra waiting beyond the quoted grace period, vehicle upgrades, large detours away from the quoted route, or changes asked of the driver on the day that are not on the booking, may be re-priced, charged as extras, or need a manual quote (WhatsApp / phone / booking@btscars.com).

Your quoted total is a private-hire fare for your party only, with taxes and fees included. Depending on the trip, it may also include road tolls, congestion or ULEZ charges (when they apply to your pickup and/or drop-off — see below), meet & greet, stop fees, and other surcharges that applied when you quoted. Free waiting time is included when our waiting rules are on — overtime beyond that grace period, optional extras such as child seats (if not selected), and major route or schedule changes after booking are not included. The quote and checkout screens list included vs not-included lines for your specific trip.

Congestion Charge and ULEZ flat surcharges on our quotes are based on your pickup and/or drop-off locations only — not on waypoints that merely pass through a zone. Road tolls along the driven path are separate and may still apply when your route uses a toll corridor. If your trip needs a special arrangement, contact us via WhatsApp before booking.

Each online booking is priced on its own itinerary. If linked same-day hops effectively recreate a multi-stop or open itinerary (for example A→X then X→B on the same day), we may re-quote, combine, or refuse the arrangement so the fare matches the journey actually driven. Prefer one booking with waypoints when you need stops, or ask for a manual quote via WhatsApp.

The fixed price covers only the itinerary on your confirmation. Material detours, extra stops, or waiting beyond what was quoted are not included. The driver notes the request; our ops team may adjust the booking, then confirm any extra with you before it is charged (card top-up or cash collection). To change the trip in advance, amend online where available or contact us via WhatsApp.

Our online fixed quotes are for a defined pickup, drop-off, and optional waypoints. Open tours, hourly “as directed”, or itineraries that exceed our online via limits are not available as a fixed web fare — please request a manual quote via WhatsApp / phone or booking@btscars.com so ops can price the job properly.

You need a verified session to complete a booking — sign in with phone OTP, email and password, or Google. Returning customers keep their trip history under the same account.

Yes. Add a return date and time on the quote form. Return trips receive a discount on the return leg (shown in the quote breakdown).

Yes. Use waypoints on the quote form for ordered stops between pickup and drop-off. Short detours usually keep a corridor fixed price plus any stop fee; longer detours are priced on the full driven path; very long vias may need a manual quote via WhatsApp instead of an online fixed fare.

You can pay online with card, Apple Pay, or Google Pay (via Stripe on supported devices/browsers), or PayPal at booking. Online payments are taken when you complete checkout.

No. The fixed quote is what you pay for card, Apple Pay, Google Pay, or PayPal.

On the payment step, choose card / Apple Pay / Google Pay. After your booking is created we show wallet buttons when your device supports them — Google Pay on Chrome or Android when set up in your Google account, and Apple Pay on Safari / iPhone / Mac. Tap the button to pay in the native wallet sheet with the fixed GBP quote. If wallets are unavailable, use “Pay with card instead” for Stripe’s secure card checkout.

No. All BTSCARS transfers are private hire for your party only — not shared rides.

Your confirmation includes pickup details. For airport arrivals, the driver meets you at the agreed point (typically arrivals / meet & greet with your name). Keep your phone reachable around pickup time.

We offer UK-wide airport transfers. Browse the airports directory for Heathrow, Gatwick, Manchester, Edinburgh, and many more, then deep-link into a quote.

Share your flight number when booking where possible and keep your contact details up to date. Reasonable waiting is included for airport arrivals; if you expect a long delay, contact us as soon as you can so we can adjust the pickup.

Open My trips while signed in and choose Cancel trip. We show the cancellation fee and refund for your trip stage before you confirm, and you have a few seconds to undo after confirming. The amounts at submit are binding for that cancel. Whether you can cancel online depends on the stage (pending, confirmed, on route, arrived, or picked up). Completed trips cannot be cancelled online — contact us if you need help.

Fees depend on how far the trip has progressed and sometimes how many hours remain until pickup. Early stages are often free or low-cost; later stages (for example driver on the way or waiting) usually retain more of the fare. The pounds for your booking are always shown on the cancel screen before you confirm — we do not ask you to guess. Full detail is in the Refund Policy.

On My trips (list or trip details), tap Cancel trip. The sheet lists the cancellation fee, the refund amount, and a short policy message. Those figures are calculated live for that booking and refreshed before submit if needed. After you confirm, the success screen repeats the final amounts.

If you paid by card or PayPal, any refund due is returned to the original method after the cancellation fee (if any). That can be a partial refund. If we cancel for a reason within our control, online payments are refunded in full. If you ask us to cancel on your behalf, stage fees may apply. See the Refund Policy for waiting/no-show handling and billing errors. Your statutory consumer rights are unaffected.

Approved online refunds are usually initiated straight away and appear on your statement within about 5–7 business days, depending on your bank or card issuer.

Please contact us first at booking@btscars.com with your booking reference so we can refund or resolve genuine issues quickly. Raising a chargeback without contacting us may delay help and we may share booking evidence with the payment provider. See the Refund Policy for details.

Bright Travel Solutions Ltd (Company No. 16414467), trading as BTSCARS. Full registered office and privacy contacts are on the Privacy Policy, Terms, and site footer.

Email privacy@btscars.com for data-protection requests. You can also read the Privacy Policy and Cookie Policy, and use Cookie settings in the footer for analytics preferences. You may complain to the UK ICO if needed.

Our Privacy Policy, Terms, Refund Policy and Cookie Policy describe how BTSCARS operates. They are not a substitute for independent legal advice if you have a dispute.

Match passenger count and luggage to the class shown after your quote — from Economy and Standard through First Class, SUV, vans, and minibuses. If you have oversized bags or sports equipment, choose a larger class.

Book for the party and luggage you will actually travel with. If the party or bags exceed what the booked vehicle class can carry safely, the driver or ops may refuse the trip or require an upgrade (and fare change) before departure. Under-declaring to get a cheaper class is not allowed — amend online or contact us before pickup if your numbers change.

Tell us about child seat needs when you book (notes / WhatsApp backup). Availability depends on the vehicle and local rules; you remain responsible for correct use where required by law.