Terms & Conditions

​These Terms & Conditions govern the provision of Guide Star Limited services to its Customers and the nature of the relationship between Guide Star Limited and its Customers.

By using our website, you agree to be bound by these Terms & Conditions. These terms also apply to the supply of all transportation services and other services booked via the website, email, telephone or SMS.

Guide Star Ltd reserves the right to make at its own discretion any amendments to this Policy at any time and without any special notice to this effect. The new version of this Policy shall come into effect upon posting of the same on the website. Continuing using the Service, the User confirms its consent to comply with the terms and conditions of the Policy in its current version.

  • Guide Star Ltd operates pre-booked and pre-paid bookings only; All payments must be completed in advance by online invoice, payment link or bank transfer;
  • When booking with us, the Customer must provide accurate details and are responsible for any failure to do so.
  • It is Customer’s responsibility to ensure that all details are correct and accurate by providing,
    but not limited to; selecting a vehicle suitable for your luggage requirements, a valid postcode which
    also does not commit a traffic violation, correct date and time, correct customer name, valid email address, correct and valid telephone number. If any of the details are inaccurate or invalid you may incur additional charges and may not be due a refund.
  • Any timeframes set are stated according to time zone UTC+0.
  • If the Customer does not appear at the place designated as the pickup point at the stated time, all charge paid will be non-refundable. We allow 60 minutes FREE waiting time at airports after landing (After that period additional parking fees apply) and 15 minutes for all other pick ups.
  • Whilst we do our utmost to ensure our drivers are punctual, you will understand that we cannot accept responsibility for delays caused by circumstances out of our control.
  • The driver will drive at safe and sensible speeds in accordance with road conditions, traffic and the legal speed limits.
  • Customers are responsible for any damage they cause to the interior and or exterior of a vehicle on hire to them and will be billed accordingly for any repair or valeting required in order to reinstate a vehicle to working order – as well as any subsequent loss of business for the driver for the consequence of their vehicle being off the road.
  • We may subcontract bookings to another private hire operator.
  • By supplying your email address you permit Guide Star to contact you via email, in return, we promise never to supply your email to any third party.
  • We reserve the right to change your vehicle or chauffeur at any time if necessary.
  • Every effort will be made by Guide Star Ltd to ensure that our vehicle or sub-contractors vehicle arrive on time. It is the responsibility of the Customer to ensure that sufficient time is allowed for completion of the Service. Guide Star Ltd gives any advice on journey times in good faith but does not guarantee the completion of any journey in any specific time and will not be liable for any direct or consequential loss, delay or inconvenience caused to the Passengers by the actual journey time (including but not limited to flight and hotel costs).
  • Our Chauffeurs will travel by the most appropriate route on the day unless instructed otherwise by the Client at the time of booking.
  • Guide Star Ltd vehicles and sub-contracted vehicles are fully insured for passenger and third party claims. However, customer’s properties are carried entirely at their own risk and Guide Star Ltd shall not be held responsible/liable for any loss/damage to such property.
  • The Passenger shall be responsible for their luggage and personal items at all times and shall ensure that they are loaded into the vehicle prior to the commencement of the service and unloaded from the vehicle upon completion of the service. Guide Star Ltd will accept no responsibility for any loss or damage to luggage and personal items or consequential losses arising as a result of luggage and personal items that are not loaded or unloaded from the vehicle.
  • Guide Star Ltd and its chauffeurs have the right to refuse to carry any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat either to the Chauffeur, the vehicle or any other passengers.
  • Guide Star Ltd maintains a strict non-smoking policy in all its vehicles.
  • On Christmas Day, Boxing Day and New Year’s Day, there will be a 100% surcharge on all journeys. All other Bank Holidays might be subject to a 50% surcharge.

Refund and Cancellation Policy

  • For Airport/Seaport Transfers we operate a free cancellation policy for up to 48 hours prior to the start time of the booking. If the Customer wish to cancel the booking in the time frame 48 hours to 24 hours before the start of hire, 50% are non-refundable. Any cancellation made in less than 24 hours is 100% non-refundable.
  • For any Event such as wedding, prom, concerts, sport events, etc. we operate a free cancellation policy for up to 7 days prior to the event. Any cancellation made in less than 7 days prior to the beginning of hire is 100% non-refundable.

Privacy Policy

  • Processing is limited to the purpose. Our Processing activities fit the purpose for which Personal Data was gathered.
  • Processing is done with minimal data. We only gather and Process the minimal amount of Personal Data required for any purpose.
  • Processing is limited with a time period. We will not store your personal data for longer than needed.
  • We will do our best to ensure the accuracy of data.
  • We will do our best to ensure the integrity and confidentiality of data.

Information We Gather

Information you have provided:

This might be your e-mail address, name, billing address, home address etc – mainly information that is necessary for delivering you a product/service or to enhance your customer experience with us. We save the information you provide us with in order for you to comment or perform other activities on the website. This information includes, for example, your name and e-mail address.

Information automatically collected:

This includes information that is automatically stored by cookies and other session tools. For example, your shopping cart information, your IP address, your shopping history (if there is any) etc. This information is used to improve your customer experience. When you use our services or look at the contents of our website, your activities may be logged.

How We Use Your Personal Data

We use your Personal Data in order to:

  • provide our service to you. This includes for example registering your account; providing you with other products and services that you have requested; providing you with promotional items at your request and communicating with you in relation to those products and services; communicating and interacting with you; and notifying you of changes to any services.
  • enhance your customer experience;


Personal Data – any information relating to an identified or identifiable natural person.

Processing – any operation or set of operations which is performed on Personal Data or on sets of Personal Data.

Data subject – a natural person whose Personal Data is being Processed.

Contact Information:

In order to receive information about your Personal Data, the purposes and the parties the Data is
shared with, contact the Owner.

Guide Star Ltd,
Reg. office:
10 Victoria Road South, Portsmouth, PO5 2DA.


We reserve the right to make changes to this Privacy Policy.