Legal

Terms & Conditions

Last updated: Oct 15, 2026

1. About these terms

These terms apply to all quotations, bookings and services we provide. By requesting a quotation, paying or using a service, you accept them on behalf of everyone on the booking.

We / us: the provider of the services on this website. You: the person booking and every passenger.
Service time: the scheduled arrival or departure time of the train on your booking, or the agreed pickup time for a car transfer.
Booking price: the total paid, including all extras.
Confirmed booking: a booking we have accepted in writing after full payment.
Partners: the rail operators, station operators, porters and chauffeur companies we work with.

2. Our services

We provide Arrival and Departure meet and greet with luggage porter, and private car transfers, at London St Pancras International, Paris Gare du Nord, Brussels Midi, Köln, Bonn and Düsseldorf. Your quotation and confirmation show exactly what is included, which varies by station.

Our standard service is available to all travel classes. Some premium services are available only to passengers travelling in the rail operator's premium or business class; your quotation will say if this applies.
We are not a rail operator, station operator, security or border authority and cannot influence their decisions. We do not guarantee timings; priority lanes can still have queues.
Check-in, security, passport control, lounges and platforms are run by third parties whose rules apply (ticket class, capacity, check-in cut-off times, behaviour, intoxication and party size matching the booking). If access is refused for a reason not caused by you, we refund that part.
We may substitute a representative, partner or vehicle of an equal or higher standard.

3. Booking and payment

Please request bookings at least 7 days before the service time. Requests made 6–7 days before are subject to availability. Requests made less than 6 days before are not guaranteed and may carry a short-notice supplement, shown in your quotation. Busy periods and large groups may need longer notice.

Quotations are based on your details and valid for the period stated. The price may change if your details change. Prices are in GBP unless stated.
Full payment is required in advance, by card through Stripe (Visa, Mastercard, American Express, Discover, JCB, Diners Club, UnionPay, Link or Apple Pay). We do not store card details. Bank currency fees are your responsibility.
Your booking is confirmed only when we have received full payment and sent written confirmation by email or WhatsApp, including the meeting point and your representative's contact details. If we cannot confirm after payment, we refund in full within 7–10 working days.
Check your confirmation and tell us about any mistakes straight away. We are not responsible for problems caused by incorrect details you gave us.
Anything not included in your booking (extra passengers, luggage or waiting time) may be charged on the day. Where possible we will tell you first.
Please contact us before raising a chargeback. For a service delivered or cancelled under these terms, we will send your booking records and these terms to your card issuer.

4. Your responsibilities

Give us correct names (as on passports), train numbers, dates, times, stations, ticket class, and passenger and luggage numbers, including children and infants (their prices depend on the station). Extra people or luggage may be refused or charged.
Hold a valid train ticket, passport, visas and any other travel documents, and meet the rail operator's rules, including check-in cut-off times. We are not responsible if you are refused travel or entry.
Keep your phone and WhatsApp on during your travel day and be at the meeting point on time. If you have booked your own driver, tell them you are using meet and greet.
Follow all rail operator, station, security, customs and immigration rules. Representatives cannot carry your bags through security for you or do anything illegal or against station rules.
You are responsible for your luggage and valuables at all times; keep passports, money, jewellery, electronics and medication with you. We are not responsible for luggage lost or damaged by rail operators, stations or authorities.
Passengers under 18 must travel with an adult unless agreed in writing. Rail operator rules for children apply.
Tell us when booking about mobility needs or assistance animals. Our staff are not medical staff, and assistance must also be requested from your rail operator.
We may stop a service without a refund if anyone in your party is abusive, violent, threatening, discriminatory or seriously intoxicated. You are responsible for any damage your party causes. Tipping is optional.

5. Changes to your booking

Send change requests in writing at least 48 hours before the service time. Changes depend on availability and are confirmed only in writing; any price difference is charged or refunded. Later changes may not be possible, in which case the original booking stands. If we cannot provide a new date you ask for, the request is treated as a cancellation under section 6. Reducing passengers less than 48 hours before the service time is not refunded. Changing a passenger's name counts as a change.

6. Cancellations and refunds

Cancelling a paid and confirmed booking costs £30 or 15% of the booking price, whichever is higher. Cancellations less than 48 hours before the service time are not refunded.

When you cancel

Before we have confirmed your booking: Full refund.
After confirmation, 48 hours or more before the service time: Booking price minus the cancellation fee.
After confirmation, less than 48 hours before the service time: No refund (treated as a no-show).
The fee applies to every confirmed booking, however early you paid or cancel, because we commit staff, porters and partner services and payment costs are not returned to us. Examples: a £150 booking has a £30 fee (£120 refunded); a £400 booking has a £60 fee (£340 refunded).
Cancel in writing by email or WhatsApp. The cancellation time is when we receive it, measured against the service time in the station's local time. Cancelling part of a booking follows the same rules for that part.
Illness or bereavement: if serious illness, a hospital stay or the death of a close family member stops you travelling, contact us before the service time. Email documents (hospital records or a medical note with a diagnosis, a death certificate, or proof of train ticket cancellation) within 7 days of the service time, replying to your confirmation with "CANCELLATION" in the subject. We may then, at our discretion, issue a credit voucher for the full amount, valid for 12 months at any station we serve, with no cash value.
If we cannot provide a confirmed service for a reason within our control, we refund in full. If only part is unavailable, we offer an alternative or refund that part.
We may refuse or cancel a booking for false information, a failed or reversed payment, abusive behaviour, or legal or security reasons, and may keep the cancellation fee.
Refunds go to the original payment method within 7–10 working days; your bank may take longer.
Because each booking is for a specific date, the 14-day cooling-off period does not apply, as allowed by UK consumer law.

7. No-shows, delays and waiting time

No-shows are not refunded. A no-show includes: not reaching the meeting point within the waiting time in your confirmation; being unreachable by phone or WhatsApp; changing train, date or station, or having a train cancelled or significantly delayed, without telling us in writing before the service time; going through without your representative; cancelling less than 48 hours before; or being refused travel or entry because of your ticket, documents, conduct or failure to meet requirements.

We track arriving trains by train number. After the waiting time your representative may leave, and extra waiting may be charged.
If your train is delayed we will try to adjust at no extra cost. If the rail operator cancels or significantly delays your train and you tell us in writing before the service time, we will move your booking where we can. Otherwise we offer a credit voucher for the full amount, valid for 12 months, or a refund minus the cancellation fee.
For departures, if you arrive late at the meeting point we will help where we can but are not responsible if you miss the check-in cut-off or your train.

8. Car transfers

Transfers between the station and your hotel, home, airport or other destination use a Mercedes S-Class or V-Class, or a vehicle of an equal or higher standard.

Each vehicle has passenger and luggage limits. If your party exceeds them, an extra vehicle may be needed at extra cost.
Be ready at the pickup time. After the waiting time in your confirmation, extra waiting is charged or the booking is treated as a no-show.
We are not responsible for delays caused by traffic, road closures or weather. For departures, allow plenty of time before check-in closes.
Tolls, parking, congestion or low-emission zone charges and extra stops not shown in your quotation may be added. Child seats must be requested when booking.
No smoking or vaping. Damage or soiling is charged at cost.

9. Liability and events outside our control

Our total liability for any booking is limited to the booking price. Nothing limits our liability for death or personal injury caused by our negligence, for fraud, or where the law does not allow it, and your statutory rights are not affected.

We are not liable for indirect losses (missed trains or connections, hotel or travel costs, or lost business, income or enjoyment), or for the acts of rail operators, stations, authorities or other third parties.
If events outside our reasonable control (severe weather, strikes, station or line closures, security alerts, border delays, government action, pandemics, war, terrorism, civil unrest or major technical failures) stop the service, we will tell you as soon as possible and offer a new date or a full-value credit voucher valid for 12 months. If neither suits you, we refund the amount paid minus any partner costs we cannot recover.

10. Complaints and privacy

If something goes wrong on the day, tell your representative or contact us straight away. Written complaints should be emailed within 14 days of the service time; we aim to acknowledge within 2 working days and reply in full within 14 days.
We use your details only to deliver your booking, under UK data protection law and our Privacy Policy, sharing them with partners only where needed. Requesting a quotation means you agree to emails about your booking; you can opt out of marketing at any time.

11. General

We may update these terms; the version on our website when you book applies to that booking.
Your quotation, confirmation and these terms are the whole agreement. If your confirmation differs on a specific detail, the confirmation applies.
Bookings cannot be transferred to another person without our written agreement.
If any part of these terms is invalid, the rest still applies. A delay in enforcing a right does not waive it.
These terms are governed by the law of England and Wales, whose courts have jurisdiction. Residents of Scotland or Northern Ireland may also use their local courts.

12. Contact us

Send all bookings, changes, cancellations and complaints in writing, with your booking details.

Email: info@railmeetandgreet.com
WhatsApp: +44 7857 311264 (best for urgent matters on the day of travel)