Booking and website terms

1. Who you are booking with

AECCO is the trading name of AECCO LIMITED, registered in England and Wales with company number 05375363. Our registered office is Craigmore, Keighley Road, Colne, BB8 7HF. Our VAT registration number is GB 192 8603 83.

For booking questions, changes, cancellations or complaints, email hello@aecco.co.uk or call 0333 016 3690. You can also write to our registered office. Please include your booking reference and travel date. Our booking support page has the same contact details.

These terms cover chauffeur-driven passenger transport booked directly with AECCO and use of our website. They do not include self-drive hire, flights, accommodation, event tickets or venue admission. A journey-specific quotation may set out additional arrangements, but we must make those clear before you agree to book. Nothing in these terms removes your statutory rights.

2. Quotes, payment and confirmation

A quote is based on the journey, date, time, vehicle, passenger numbers, luggage and other requirements you give us. Please check these details before payment and tell us promptly about any error. Prices are in pounds sterling and include VAT where applicable. Any compulsory charges known for your journey must be included in the total shown before you pay; any charge that cannot yet be calculated must be explained, including how it will be calculated.

A quotation or a temporary vehicle hold is not a confirmed booking. Online checkout may hold a vehicle for a limited period while you pay; the booking screen shows that period. A booking becomes confirmed when AECCO accepts it and provides a booking confirmation. Payment alone does not mean that a booking marked as processing or needing review has been confirmed. Contact us if payment has been taken and confirmation is unclear; do not pay again.

The payment amount and any balance or deposit arrangements must be shown before you commit. Card payments are handled through Stripe's secure checkout. Do not send us full card numbers or security codes by email or through the support form. If we cannot accept a booking after receiving payment, we will refund the payment for that booking.

Save your confirmation and these terms. A later update to these terms will not retrospectively change an existing confirmed booking without your agreement, except where a change is required by law.

3. Your journey and collection

Please give the full collection and destination addresses, the correct travel date and local UK time, any intermediate stops, the number of passengers and all luggage. For airport journeys, check the airport, terminal, flight number and date. For events, tell us about any timing or access requirement that is essential to your booking.

Allow suitable time for traffic, check-in, security and venue access. Route times and any suggested pickup time are estimates, and flight information can change. We will perform the service with reasonable care and skill, but a flight lookup or estimated arrival time is not a guarantee. Tell us promptly if your flight, train or event arrangements change.

Your agreed collection arrangements, any included waiting time and any additional waiting or parking rates must be provided before you book. These terms do not introduce a fixed waiting allowance or an undisclosed waiting charge. Additional stops, extra time or a route change may change the price; we will explain the change and obtain your agreement before providing chargeable extra services, wherever practicable.

Be ready at the agreed meeting place and keep your contact phone available. If you cannot find the chauffeur, call us rather than leave without checking. Before treating a journey as a no-show, we will take reasonable steps to contact you and establish what has happened. The cancellation principles below apply to any charge.

4. Changes, cancellations and refunds

To request a change or cancellation, email hello@aecco.co.uk with your booking reference and journey details. If collection is close, call 0333 016 3690 as well. We will acknowledge your request. The time you first notify us is used when applying any agreed cancellation arrangements; a delay in our acknowledgement does not make your cancellation later.

A requested change is subject to availability and is effective when we confirm it. We will explain any price difference before you accept the change. If a change is unavailable, you may keep the original booking or cancel under the terms already agreed.

Passenger transport does not generally carry the automatic 14-day cooling-off right that applies to many other online purchases. You can nevertheless cancel your journey by contacting us. Any journey-specific cancellation scale or deposit condition must have been clearly supplied and agreed before booking, and must be fair.

We will not apply an undisclosed fixed cancellation penalty or automatically describe every payment as non-refundable. Any deduction must be fair and reflect the direct net loss reasonably caused by your cancellation, taking account of costs saved, replacement bookings and our reasonable efforts to reduce that loss. We will explain the calculation on request. A cancellation charge will not exceed the price of the cancelled service.

Where no fair cancellation deduction is due, we will refund the payment for the unprovided service. Any refund due will be made without undue delay using the original payment method unless we agree another method with you. Your bank or payment provider may take additional time to display it. Statutory refund rights and deadlines continue to apply.

5. If AECCO needs to change or cancel

If a vehicle becomes unavailable or a disruption affects your journey, we will contact you as soon as reasonably possible and discuss suitable alternatives. We will not make a material change to an agreed vehicle or journey without giving you the choice to accept it or receive a refund for the affected service that we cannot provide.

If we arrange an alternative driver or transport supplier to fulfil our contract, we remain responsible for that contracted service. If a proposed service would instead involve a separate contract with another provider, we will identify that provider and explain the terms before you agree.

If we cancel and cannot provide an alternative you accept, we will refund the affected unprovided service. This does not exclude any further remedy you are entitled to by law. Events outside our reasonable control may affect timing or availability; they do not give us an automatic right to retain payment for a service we do not provide.

6. Passengers, luggage and accessibility

Tell us before booking about bulky luggage, a wheelchair or other mobility equipment, child-seat needs, an assistance dog, or another practical access requirement so we can confirm suitable arrangements. You do not need to give a medical diagnosis to explain the assistance you need. We will comply with applicable equality and accessibility duties; a failure to give advance notice does not remove those duties.

The vehicle's passenger and luggage limits must be respected. Seat belts must be used where legally required. Please discuss appropriate child restraints before travel. A responsible adult should make bookings for children and agree suitable supervision and collection arrangements with us.

Smoking, vaping, illegal activity and threatening or abusive behaviour are not permitted in our vehicles. A chauffeur may refuse or end a journey where reasonably necessary for safety or to comply with the law. Any resulting charge must be fair and proportionate; there is no automatic forfeiture of all money paid.

You may be responsible for reasonable, evidenced repair or exceptional cleaning costs caused by your or your party's negligent or deliberate damage. We will explain the evidence and amount; ordinary wear and tear is not chargeable. Check for belongings before leaving and contact us promptly about lost property.

7. Our responsibility and your rights

We are responsible for providing our service with reasonable care and skill and for losses for which we are legally responsible. If our breach causes a loss that was reasonably foreseeable when the booking was made, your legal rights to seek a remedy are preserved. Please tell us before booking about any essential deadline or particular requirement.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. We do not use a blanket exclusion for all delays, missed connections or lost belongings.

If you are a consumer and our service does not meet the contract, you may have rights including repeat performance where appropriate, a price reduction or other remedies under the Consumer Rights Act 2015. Contact us so that we can put the issue right.

8. Using our website

You may use the website to learn about AECCO, obtain a quote, make a booking and contact us. Do not misuse it, attempt unauthorised access, interfere with its operation or submit false or unlawful material. Content, branding and images are protected by intellectual property rights; permission is needed for commercial reuse beyond what the law allows.

Travel guides and links to airports, hotels and venues are general information. Those organisations operate independently and their arrangements may change. A link or destination listing is not a claim of partnership or endorsement.

Our privacy notice explains how personal information is used. Our cookie notice explains browser storage and third-party booking services. Accepting booking terms is not consent to marketing.

9. Questions, complaints and applicable law

If something has gone wrong, contact hello@aecco.co.uk or 0333 016 3690 with your booking reference, what happened and the outcome you would like. We will investigate and respond. If we cannot resolve a consumer complaint, we will provide any legally required information about an appropriate alternative dispute resolution body and whether we will participate.

These terms are governed by the law of England and Wales. A consumer living elsewhere in the UK retains any mandatory protections of their home jurisdiction and the right to bring proceedings in the courts available to them under applicable law. Business customers agree to the jurisdiction of the courts of England and Wales.

If a provision is found unenforceable, the remaining provisions continue to apply so far as legally possible. These terms were last updated on 20 September 2026.