Terms & Conditions

The following terms and conditions apply to all services provided by Twelve Transfers (FG Twelve Ltd.) with the following details…

  • Company based at (……)
  • Company registration number(…)
  • Operator license number (….)

All services provided are subject to these terms and conditions. By booking with us online, by phone, chat, email or directly with our driver, you are agreeing to the terms and conditions mentioned here. Please take the time to read our terms and conditions as you are agreeing to these automatically by choosing to use our services (if booking by phone, chat, email or directly with our driver) or directly (if booking online).

If you are still unsure and would like advice from one of our operators, you can call us at (….) 5700, email us at (….)or speak to one of our operators directly on our website using the chat feature (check the bottom left corner).

    • 1.1. “Account” means a customer account which has been opened by the Company in respect of a particular Customer and is identified by way of an allocated security number (the “Customer Account Number”)
    • 1.2. “Account Customer” means any Customer which the Company provides Account Services in respect of a particular Booking and which shall include any representative of the Customer which makes the Booking or uses the Services pursuant to such Booking.
    • 1.3. “Account Services” means the Services provided by the Company to an Account Customer, in accordance with clause 4 prior to making any Bookings.
    • 1.4. “Booking” means a Customer’s request for Services howsoever communicated to the Company as evidenced by the Company’s records.
    • 1.5. “Business Day” means a day (excluding Saturdays, Sundays and public holidays) which is also a day on which clearing banks in the City of London are open.
    • 1.6. “Cancellation Fee” means a fee charged by the Company for the cancellation of the Services by the Customer prior to the booked collection time or after the Passenger Vehicle has departed to fulfil the Booking (whether or not it has arrived at the Collection Address) as detailed in the Price List (such fees will be higher for collection outside of London).
    • 1.7. “Cash Customer” means a Customer which chooses to pay for the Services by cash, which is collected by a Driver, in accordance with clauses 2.2 and 3.2.
    • 1.8. “Cash Services” means Services provided by the Driver to the Customer, to be paid for by the Customer to the Driver by way of a cash payment.
    • 1.9. “Contract” means a contract for the provision of the Services to the Customer and each such Contract shall incorporate these Terms.
    • 1.10. “London” means the areas defined as Zone 1 Zone 2 and Zone 3 in the map of the London Underground as varied from time to time by Transport for London.
    • 1.11. “Charges” means the Company’s charges shown in the Price List or other published literature.
    • 1.12. “Christmas Period” means between 18:00 hours on 24 December to 18:00 hours on 26 December, in any year.
    • 1.13. “New Year’s Period” means between 18:00 hours on 31 December to 18:00 on 1 January, in any year.
    • 1.14. “Collection Address” means the address stated by the Customer at the time of making the Booking as the address from which the Vehicle shall collect the Customer, any Passengers or the Goods.
    • 1.15. “Company” means either FG Twelve Ltd. or such of its subsidiaries or associated companies, as is the company which provides the Services pursuant to a Contract and which expression shall, where the context allows, include their respective agents and sub-contractors.
    • 1.16. “Credit and Debit Card Services” means Services provided by the Company to the Customer, to be paid for by the Customer to the Company by way of a credit or debit card payment.
    • 1.17. “Customer” means any person(s), firm or company to whom the Company provides Services.
    • 1.18. “Driver” means any person who provides his/her services, for the transportation of Passengers by a Passenger Vehicle, to the Company pursuant to a contract for services.
    • 1.19. “Goods” means any goods transported by the Company pursuant to a Contract.
    • 1.20. “In Writing” means any written communication including email and SMS.
    • 1.21. “Passenger(s)” means the Customer and such persons who the Customer shall authorise and/or permit to make use of the Passenger Services by travelling in a Passenger Vehicle.
    • 1.22. “Passenger Vehicle” means any vehicle provided by the Company for the carriage of Passengers.
    • 1.23. “Price List” means the list maintained by the Company of its Charges relating to the Services from time to time and a current copy of which can be obtained on request.
    • 1.24. “Services” means: (a) the transportation of Passengers by car and (b) the carriage or delivery of Goods by vehicle in the UK or any other services agreed in writing between the Company and the Customer from time to time.
    • 1.25. “Terms” means these terms and conditions, as amended from time to time, to which the Passenger(s) agree upon using any of our services.
    • 1.26. “Extra Waiting Time Fee” means a fee charged to the Customer by the Company in accordance with clauses 2.3.5, 2.3.6, 2.3.7 or 2.3.8 as detailed in the Price List.

 Bristol Taxi Ltd is committed to protecting and respecting your privacy and safeguarding your data and individual level information in a secure, respectful and trustworthy manner.

This notice sets out how we will process any personal data we collect from you, or that you provide to us. Please read the following carefully to understand our views, practices and processes regarding your personal data and how we will treat this information.

For the purposes of the Data Protection Act, the data controller is FG Bristol Taxi of (……)

Bristol Taxi is committed to, and fully compliant with all our statutory and legislative regulations (and our supporting in-house best practice guidelines) to ensure the security and confidentiality of the data relating to that of our customers, our staff and all associated third parties. Our processes and systems, both computer-based and paper-based, adhere to the standards set by the Data Protection Act.

We ensure that our company servers, personal computers (PCs), laptops and company mobile devices are suitably secure for the purposes of our work with our customers and suppliers.

We have rigorous systems and safeguards in place which we underpin with in-house training and regular auditing of our IT systems to ensure that all sensitive commercial data and individual level information is shared only on a need-to-know basis, and to ensure that cyber threats are managed, mitigated, and eliminated.

Bristol Taxi has proactively sought external guidance in order to ascertain how we as a business can implement the stipulations of the General Data Protection Regulation (GDPR) in order to best serve our customers.

The information we collect


Bristol Taxi Ltd t/a Twelve Transfers (“the Company”) is committed to protecting and respecting your privacy and safeguarding your data and individual level information in a secure, respectful and trustworthy manner. We use cookies on our website www.Bristoltaxi.co.uk (“our website”) or through our mobile application (“our app”). Our Cookies Policy explains what cookies are, how we use cookies, how third-parties we may partner with may use cookies on our website and our app, your choices regarding cookies and further information about cookies.

What are cookies

  • Cookies are small pieces of text sent by our website to your web browser when you visit. A cookie file is stored in your web browser and allows our website and our app or a third-party to recognise you and make your next visit easier and our website or our app more useful to you.
  • Cookies can be “persistent” or “session” cookies.

How we use cookies

  • When you use or access our website or our app, we may place several cookies files in your web browser.
  • We use cookies for the following purposes: to enable certain functions of our website and our app, to provide analytics, to store your preferences, to enable advertisements delivery, including behavioural advertising.

The cookies that we use for our website and our app are in the following categories:

Technical Cookies

  • These cookies are required for the operation of our website and our app. They include cookies that enable you to log into secure areas of our website and our app, make a booking with us and make use of online billing services.

Analytical & Performance Cookies

  • These enable us to recognise and count the number of visitors to our website and our app and see how visitors navigate and interact with our website when accessing it. We use the information we collect from this to improve the way our website and our app works, for example, by making sure that our most popular services and information can be easily found.

We use analytical / performance cookies to:

  • Understand how people use our website and our app or so that we can provide you with the best possible customer experience;
  • Measure performance of our website or app;
  • Identify, understand and fix any errors / issues that occur;
  • Identify any technologies we may need to implement in the future to maintain and improve the Twelve Transfers website and our app;
  • Test different versions of our website and our app;
  • Track trends to help us plan for the future of our business.

Functionality cookies

  • These are used to recognise you when you return to our website and our app. Utilising these cookies enables us to provide you with a better experience through delivering personalised content for you (for example your favourite addresses).

We use functionality cookies:

  • To remember you and save you time and effort; if you have registered with Twelve Transfers and / or completed any online forms with us, we use cookies to remember your details on your current visit, as well as any future visits (provided the cookie was not deleted between visits);
  • To save any preferences that you select;
  • To make using the website easier by remembering certain information that you input or choices that you make so that you do not need to repeat this process;
  • Targeting/commercial cookies.

Targeting Advertising and Commercial Cookies

  • These cookies record your visit to the website, which pages you have viewed and the links you have followed. We use this information to make our website and any advertising displayed on it more relevant to your interests. This information may also be carefully shared with third parties for the purpose of channelling towards you advertising that is most likely to be relevant to your interests, based upon how you have used our website and our app.

We use commercial cookies to:

  • Enable us to track third-party website referrals to our website;
  • Provide you with information on products and services that are more relevant to you when you visit our website.

Technical Cookies

  • The technical cookies Twelve Transfers uses are essential for ensuring correct functionality of the site and for making sure that your interactions with our website and our app are secure.

In summary, we use cookies on our website to:

  • Enable the website to work;
  • Help keep your details secure;
  • Enable you to digitally book our services.
  • Analytical and performance cookies

Third-Party Cookies

  • In addition to our own cookies, we may also use various third-parties cookies to report usage statistics of the service, deliver advertisements on and through the service, and so on.

What are your Choices Regarding Cookies

  • If you’d like to delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.
  • Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all the features we offer, you may not be able to store your preferences, and some of our pages might not display properly.

Payment for any requested service can be paid in advance by credit or debit card. Charges for card payments are no longer applicable and a receipt can be acquired from our office upon request, by emailing us at (….) (you should receive an automatic copy when journey is completed). The company does not force any of its customers to pay in advance and this is purely to assure the customer will receive the required service and disruptions at our end are kept to a minimum (“no shows”, fake reservations etc). For further information, please contact us at info@twelve.londo

Unlike the vast majority of companies within this industry, we do not charge our customers for unexpected situations where a journey needs to be cancelled (as long as this is done with 24 hour in advance of the requested pick-up time). We understand that sometimes the unpredictable happens and for unforeseen reasons you simply can’t make it.If you would like to cancel your booking with us, you can do this by emailing us at (….) with your booking reference and reason of cancellation. Alternatively you can call us on (….)

Please note that pre-paid bookings can take up to 10 working days to be processed from the moment you inform us of a cancellation. It can then take up to a further 4 working days for the funds to be credited and reach your account. For assistance with refunds, please contact us at (….)

If a booking is cancelled less than 24 hours prior to the schedule pick-up time, there will be a cancellation fee applied, which depends on the time we were informed…

– More than 24 hours before pick-up time = no charge applied / full refund;
– Between 24 and 3 hours before pick-up time = 30% of journey price;
– Between 3 hours and up to the pick-up time = 50% of journey price;
– Once journey has commenced (driver on the way) = 100% of journey price;

If you booked a journey for the wrong date/time, but failed to inform us = 50% of journey price to rebook

If you double booked with a different company, but failed to inform or cancel the journey with us = 50% of journey price + parking/waiting fee

If you have booked a journey with us, but did not turn up, we will require a cancellation fee be paid, for time wasting = 50% of journey price + parking/waiting fee

If your flight is cancelled, you will be given the option to receive a full refund or reschedule your journey. In the event that your flight is diverted to a different airport then the one you were due to land on, you will be given the option to receive a full refund or reschedule your journey from the new airport (in the event that a price difference occurs, you will have to pay this). We will require proof of flight cancellation to qualify for a full refund (in the event that the journey was cancelled with less than 24 hours prior to pickup).

For instant bookings (that were processed for a journey taking place within the next hour) a charge will only be applicable if you cancel the journey after the driver has departed towards your address (on the way). A fixed cancellation fee will be applied based on the vehicle type booked, as follows…

  • Saloon/Estate – £5.00
  • Executive – £8.00
  • MPV (4/5/6) – £8.00
  • MPV Executive – £10.00
  • MPV8 – £10.00

It is our priority to ensure our customers receive a safe transfer each and every time. By undertaking monthly safety checks, you can be sure that the vehicle which will be undertaking your transfer is safe and in working condition.

Making sure you reach your destination in comfort and style is our main goal. This is why one of our policies is to have a car fleet no older than 5 years. One other policy is to undertake weekly safety checks of the car and periodical car service checks to ensure all our vehicles are running smoothly.

Our drivers are trained to operate having in mind the customer’s safety first of all, even if this means taking a few minutes longer on the journey.

Safety is our priority! You can be sure you will receive a…

  • Well maintained & safe vehicle
  • Regular safety checks undertaken
  • Vigilant & experienced driver
  • Smooth & relaxing transfer