Terms of Business

Dunii London Ltd — Terms for Members and Non-members

DL-06-POL-001 | Version 1.1 | Issued Oct 2026

Important Notice

Please read these Terms carefully. The Member's attention is drawn in particular to clause A9 (Liability), Part B clause B6 (Passenger Conduct) and Part C clause C4 (Value and Insurance). Charges referred to in these Terms are set out in our Tariff & Charges Schedule and are not repeated here.

Part A — General Terms

Applies to all services

A1. About Us

1.1 These Terms are issued by Dunii London Ltd, a company registered in England and Wales (company no. 16807156), registered office 514 Hertford Road, London N9 8AE. VAT No. GB 508912583. ICO registration ZC066282.

1.2 We provide passenger services under a private hire operator's licence issued by Transport for London. We do not accept passenger Bookings until that licence has been granted. Our licence number is shown on the Company Information page at www.dunii.london.

1.3 These Terms are in three parts. Part A applies to all services, Part B to passenger services and Part C to courier and luggage services. Where Part B or Part C conflicts with Part A, Part B or Part C prevails for that service.

1.4 Our Tariff & Charges Schedule and Privacy Notice form part of these Terms. Our Privacy Notice is available at www.dunii.london. Our Tariff & Charges Schedule is provided to Members when their membership is approved and is available to anyone on request.

A2. Definitions

• Booking: a request for services that we have accepted.
• Booker: the person making a Booking, whether for themselves or on behalf of a Member.
• Member: an individual or organisation whose membership account we have approved under clause A3.
• Non-member: a person or organisation booking without an approved membership account.
• Business Member: a Member acting for business purposes.
• Consumer Member: an individual Member acting wholly or mainly outside their trade, business or profession.
• Passenger: any person travelling under a Booking.
• Pickup Time: the collection time stated in the Booking confirmation.
• Schedule: our Tariff & Charges Schedule in force at the time of Booking.
• Business Day: a day other than a Saturday, Sunday or public holiday in England.
• Member Liaison Team: our team responsible for Member accounts, queries and complaints.

In these Terms, references to a Member include a Non-member where the context allows.

A3. Membership

3.1 Membership is open to organisations and individuals. Applications are made using our Member Application Form.

3.2 Business applicants must provide their company name, company number, registered address, VAT number (where applicable), an accounts contact and a list of authorised bookers. We may carry out a credit check on business applicants.

3.3 All Members must register a valid payment card, verified through our payment provider, and give a card-on-file authority allowing us to charge that card for Bookings after completion in line with clause A5.

3.4 Members must accept these Terms and our Privacy Notice on application. The version and date accepted are recorded. Marketing consent is separate and optional.

3.5 A Business Member is responsible for all Bookings made by its authorised bookers and must tell us promptly of any changes to them.

3.6 We may decline an application, or suspend or close a membership, at our discretion. Memberships with no Bookings for 24 months are closed and the data handled in line with our Privacy Notice.

3.7 Non-members may book selected services only, at Non-member rates, as set out in the Schedule.

A4. Bookings

4.1 Bookings may be made by telephone, by email to bookings@dunii.london or, for Members, through our website.

4.2 Bookings for the following day should be made before 19:00. Same-day and ASAP Bookings are accepted at our discretion, subject to availability, and are not guaranteed.

4.3 A contract is formed only when we confirm the Booking by email, SMS or app notification. Every accepted Booking is recorded and confirmed in line with our licensing obligations.

4.4 We may decline any Booking without giving a reason, subject always to the Equality Act 2010.

4.5 The Booker is responsible for the accuracy of all Booking details, including pickup address, flight number, number of Passengers and luggage. Where a Booking is made on behalf of a Passenger, the Booker must make the Passenger aware of these Terms.

A5. Prices and Payment

5.1 Charges are calculated in line with the Schedule. Prices quoted to Business Members are exclusive of VAT, which is added at the applicable rate. Prices quoted to Consumer Members and individuals include VAT.

5.2 Waiting time, extra stops, route changes, surcharges and other extras are added as set out in the Schedule.

5.3 Quotations are valid for 5 Business Days from issue unless stated otherwise. Fixed fares do not change with traffic; only the extras in clause 5.2 and paid-out costs are added.

5.4 We may place a pre-authorisation hold on the registered card at the time of Booking. The final charge, including extras, is taken from the registered card after the Booking is completed.

5.5 By prior written agreement, approved Members may be charged in a single weekly payment for all Bookings in that week. Any other credit terms are offered only at our discretion and by written agreement.

5.6 Where a payment fails or is disputed without good reason, we may suspend services until the account is settled. For Business Members, we may charge interest and compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.

5.7 Any refund we agree will be made to the original payment method.

A6. Changes and Cancellations

6.1 A Member may cancel or amend a Booking at any time. Cancellation charges apply as set out in the Schedule, based on the notice given before the Pickup Time.

6.2 A material amendment, such as a change of date, pickup location or vehicle class, may be treated as a cancellation and a new Booking.

6.3 If we cannot fulfil a Booking, we will tell the Member as soon as possible and either arrange an alternative provider or cancel without charge.

6.4 If we notify the Member that the vehicle will arrive more than 15 minutes after the Pickup Time, the Member may cancel without charge.

6.5 The 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to passenger transport services booked for a specific date or time.

A7. Fulfilment of Bookings

7.1 We may subcontract a Booking to another appropriately licensed operator or provider. We remain responsible to the Member for the Booking, and the subcontracting is recorded in line with our licensing obligations.

7.2 If the booked vehicle class is unavailable, we may provide a vehicle of equal or higher class at no extra charge. If we provide a lower class, the Booking is charged at the lower class rate and we will tell the Member before pickup where possible.

A8. Queries and Complaints

8.1 Queries and complaints may be made to our Member Liaison Team by telephone on 020 3605 7883, by email to contact@dunii.london or through our website. Billing queries may be sent to accounts@dunii.london.

8.2 We acknowledge complaints within 24 hours and aim to resolve them within 10 Business Days, in line with our Complaints Policy, which is available on request.

8.3 Business Members must raise any query about a charge within 7 days of the charge or statement date.

A9. Liability

9.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.

9.2 Consumer Members: we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for business losses.

9.3 Business Members: subject to clause 9.1, we are not liable for loss of profit, business, contracts, goodwill or anticipated savings, or for any indirect or consequential loss. Our total liability per claim is limited to the greater of the charges for the relevant Booking and £5,000.

9.4 We are not liable for delay caused by traffic, road closures, weather, flight delays or other circumstances outside our reasonable control. Pickup Times are targets and time is not of the essence.

A10. Data and Recording

10.1 We process personal data in line with our Privacy Notice.

10.2 Telephone calls may be recorded for training and quality purposes.

10.3 Vehicles may be fitted with dashcams recording video. Footage may be used to investigate complaints, incidents and insurance claims.

A11. Events Outside Our Control

We are not in breach of these Terms, and are not liable for delay or failure, where this results from events outside our reasonable control, including strikes, severe weather, civil unrest, road closures and failures of third-party systems.

A12. General

12.1 We may update these Terms from time to time. The version published at the time of Booking applies to that Booking.

12.2 If any provision is found unenforceable, the rest of these Terms remain in effect.

12.3 A failure or delay in enforcing a right is not a waiver of it.

12.4 No third party has any right to enforce these Terms, except that a Passenger may rely on clause A9.1.

12.5 These Terms, the Schedule and the Booking confirmation form the entire agreement between us for each Booking.

A13. Law and Jurisdiction

These Terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction. Consumer Members resident in Scotland or Northern Ireland may also bring proceedings in their local courts.

Part B — Passenger Services

Applies to all chauffeur Bookings, including transfers, airport journeys and As Directed hire

B1. Vehicles, Passengers and Luggage

1.1 Members must book a vehicle suitable for the number of Passengers and amount of luggage. Our Vehicle Capacity & Luggage Guide is guidance only.

1.2 Luggage that fits safely in the vehicle booked is carried at no extra charge.

1.3 Where luggage does not fit safely, the options are an upgraded vehicle (if available), a Luggage Car at our quoted price with timing to be confirmed, or the Member keeps the items. Time spent resolving this counts as waiting time.

1.4 The driver has the final say on safe loading. Luggage will not be carried loose in the passenger area.

1.5 The number of Passengers must not exceed the vehicle's seating capacity.

B2. Pickups and Waiting Time

2.1 Free waiting time and waiting charges apply as set out in the Schedule.

2.2 Airport pickups: we monitor flights and time the driver's arrival to the actual landing time. The driver meets Passengers in arrivals with a name board. Free waiting runs from the driver's arrival, as set out in the Schedule.

2.3 Flight cancellations are charged as set out in the Schedule. A diverted flight is re-quoted as a new journey.

2.4 No-show: if the Passenger has not appeared by the end of the free waiting period, the driver will attempt contact at least twice. The driver may then be released with the approval of our operations team and the Booking is charged in full.

B3. Extra Stops and Route Changes

3.1 Stops on the way are charged per stop as set out in the Schedule.

3.2 A detour or change of destination is recalculated on mileage, plus any stop charges.

3.3 The driver chooses the route unless the Passenger requests a specific route, in which case any extra mileage is charged.

B4. As Directed Hire

4.1 Time runs from the booked Pickup Time until the Member releases the vehicle, subject to the minimum hire period in the Schedule. Additional time is charged pro rata.

4.2 The mileage allowance and extra mileage charges are as set out in the Schedule.

4.3 On Bookings over 6 hours the driver is entitled to a 30-minute break, which should be arranged at the time of Booking.

4.4 For overnight Bookings the Member must provide or pay for the driver's accommodation and meals, or this is quoted separately.

B5. Parking, Tolls and Paid-Out Costs

Airport parking, drop-off fees, the Dartford Crossing and tolls are included in fixed airport and zonal fares. On mileage and As Directed Bookings, parking and tolls are charged at cost in addition to the fare.

B6. Passenger Conduct

6.1 Passengers must wear seatbelts at all times.

6.2 Smoking and vaping are not permitted.

6.3 Food may be consumed only with the driver's agreement.

6.4 Alcohol may not be consumed in the vehicle. Where a Passenger consumes, or insists on consuming, alcohol, the driver may refuse to start or continue the journey and the Booking is charged as a cancellation on arrival.

6.5 Passengers must not ask the driver to break any law, the Highway Code or any licensing condition.

6.6 The driver may refuse to carry, or ask to leave the vehicle, any Passenger who is abusive, threatening, violent or intoxicated, or who refuses to wear a seatbelt. The Booking is then charged as a cancellation on arrival.

6.7 Soiling and damage are charged as set out in the Schedule, together with reasonable repair costs where applicable.

B7. Children

7.1 Children count as Passengers.

7.2 We do not supply child seats. Members travelling with children under 3 must provide a suitable child seat, fitted by the parent or accompanying adult, and the driver may decline to carry an infant without one. Children aged 3 to 13 may travel using an adult seatbelt, in line with the law for licensed private hire vehicles, unless the Member provides a child seat.

7.3 Unaccompanied children: children under 12 must be accompanied by an adult. Children aged 12 to 17 may travel unaccompanied only by prior arrangement with us, made by their parent, guardian or school. Named adults must be present at pickup and drop-off, and the driver will not leave until the child has been handed over. These Bookings are handled under our Safeguarding Policy.

7.4 Child seat storage: by arrangement we can store a Member's child seat between journeys at the daily rate in the Schedule, for up to 30 days. Collection from storage is charged as a stop on the journey. Our liability for a stored seat is limited to its reasonable replacement value. Seats not collected after 30 days may be returned at the Member's cost or disposed of.

B8. Accessibility

8.1 Assistance dogs are always carried, free of charge.

8.2 Folding wheelchairs and mobility aids are carried free of charge. Members should tell us at the time of Booking so that a suitable vehicle is sent.

B9. Pets

Other pets are carried only by prior agreement and must be secured in a suitable carrier. We will try to find a driver willing to accept the pet but cannot guarantee one. Soiling charges apply.

B10. Lost Property

Items found are handled under our Lost Property Policy. Members may collect items free of charge at a central London meeting point by arrangement, or we can deliver them, charged at the Luggage Car rate for the journey. Passengers remain responsible for their belongings.

B11. Third-Party Services

Where we arrange services we do not operate ourselves, such as coaches or specialist luxury vehicles, we contract with the Member as principal and remain responsible for the Booking. The supplier's cancellation terms apply and will be confirmed to the Member at the time of Booking.

Part C — Courier and Luggage Services

Applies to courier, Luggage Car and delivery Bookings

C1. Acceptance and Prohibited Items

1.1 We do not carry: cash or negotiable instruments; jewellery or precious metals; dangerous or hazardous goods; firearms or weapons; illegal items or controlled drugs; live animals; or perishable goods except by prior agreement.

1.2 We may refuse, or stop carrying, any item we reasonably believe to be prohibited, unsafe or inadequately packaged.

C2. Packaging and Description

The Member must package items adequately for transport and describe them accurately. We are not liable for damage caused by inadequate packaging.

C3. Collection and Delivery

3.1 Waiting time and multi-drop charges apply as set out in the Schedule.

3.2 Proof of delivery is by signature or photograph.

3.3 Items left in a safe place at the Member's instruction are left at the Member's risk.

C4. Value and Insurance

4.1 Our liability for loss of or damage to any consignment is limited to £500, or its actual value if less.

4.2 Items worth more than £500 are carried only by prior written agreement, and the Member is responsible for insuring them.

C5. Failed Deliveries

Where delivery cannot be completed, the item is returned to the collection address and the return is charged as a new journey.

C6. Claims

Loss or damage must be reported to us within 7 days of the delivery or scheduled delivery date. This does not affect a Consumer Member's statutory rights.

C7. Partner Carriers

National and international deliveries may be carried by partner carriers we select. These deliveries are subject to the carrier's own terms and liability limits, which we will provide on request.

C8. Cancellations

Cancellation charges apply as set out in the Schedule.