Section 1: Legal Framework and Entire Agreement

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1.1  These Terms and Conditions ("Terms") form a legally binding agreement between SHIRE, a licensed hackney carriage and private hire operator regulated by Monmouthshire County Council (the "Provider"), and any person or organisation using or booking our services (the "Client"). Together with any policies expressly referenced herein, they constitute the entire agreement between the parties.

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1.2  SHIRE operates as a licensed operator under the Town Police Clauses Act 1847 (as applied by the Local Government (Miscellaneous Provisions) Act 1976) and the Monmouthshire County Council Taxi and Private Hire Licensing Policy 2026. All services are provided in accordance with those statutory frameworks and the conditions attaching to our operator licence.

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1.3  Any prior agreements, representations, or informal arrangements not incorporated into these Terms are superseded and have no legal effect, unless confirmed by a signed written amendment executed by both parties.

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1.4  We may update these Terms from time to time. For existing confirmed bookings, changes will not take effect without at least 14 days’ written notice to you. For new bookings made after publication of an update, the updated Terms apply. Continued use of our services following notice of a change constitutes your acceptance of the revised Terms.

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1.5  If any provision of these Terms is found to be unlawful, invalid, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect (severability).

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1.6  If you are a consumer (an individual booking for personal, non-business purposes), nothing in these Terms affects any statutory rights you hold under consumer protection legislation, including the Consumer Rights Act 2015.

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Section 2: Definitions and Interpretation

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2.1  "Provider" / "SHIRE" means Subrata Pati trading as SHIRE, a licensed operator based in Monmouthshire, Wales, operating under the laws of England and Wales.

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2.2  "Client" means any individual or organisation that books or uses our services. An individual booking for personal, domestic, or household purposes is also a "Consumer" and benefits from additional statutory protections under the Consumer Rights Act 2015.

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2.3  "Licensing Authority" means Monmouthshire County Council, which is the licensing authority for SHIRE under the Town Police Clauses Act 1847 and the Local Government (Miscellaneous Provisions) Act 1976.

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2.4  "Booking" means any confirmed transportation service accepted by SHIRE in writing, by SMS, email, app confirmation, or other durable medium constituting a written record.

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2.5  "Hackney Carriage Journey" means a journey taken wholly within the Monmouthshire licensing district where the fare is calculated by the taximeter in accordance with the table of fares set by Monmouthshire County Council pursuant to section 65 of the Local Government (Miscellaneous Provisions) Act 1976.

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2.6  "Private Hire Journey" means any journey that must be pre-booked and cannot be hailed from the street or taken from a rank, in accordance with sections 46–48 of the Local Government (Miscellaneous Provisions) Act 1976.

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2.7  "Pre-Booked Journey" means any journey booked in advance through SHIRE as operator, including journeys starting or ending outside Monmouthshire, where an Agreed Price may be set before travel.

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2.8  "Agreed Price" means a fixed fare or estimate expressly confirmed in writing between the parties before the journey begins.

2.9  "Booking Fee" means a separate administrative charge for processing your reservation, distinct from the journey fare, disclosed and accepted at the time of booking.

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2.10  "Force Majeure" means any event or circumstance outside SHIRE’s reasonable control, including severe weather, road closures, traffic accidents, public health emergencies, industrial action, or regulatory action.

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2.11  "Metered Fare" means the fare displayed on a taximeter calibrated and approved in accordance with Monmouthshire County Council’s requirements. The meter reading is the maximum chargeable for hackney carriage journeys within Monmouthshire.

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Section 3: Licensing Status and Regulatory Compliance

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3.1  SHIRE holds a current operator licence issued by Monmouthshire County Council under Part II of the Local Government (Miscellaneous Provisions) Act 1976. All drivers deployed by SHIRE hold valid hackney carriage and/or private hire driver’s licences issued by Monmouthshire County Council.

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3.2  All vehicles operated by SHIRE hold valid hackney carriage or private hire vehicle licences issued by Monmouthshire County Council. Each licensed vehicle displays the required licence plates (yellow plates for hackney carriages; white plates for private hire vehicles) as required by MCC conditions.

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3.3  All drivers are required by law and by our operator conditions to wear their MCC-issued driver’s badge visibly at all times whilst engaged in licensed hire work. Failure to wear a badge is a criminal offence under the Local Government (Miscellaneous Provisions) Act 1976.

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3.4  SHIRE complies in full with the Monmouthshire County Council Taxi and Private Hire Licensing Policy 2026, the Hackney Carriage Byelaws made under section 68 of the Town Police Clauses Act 1847, and all conditions attaching to our licences.

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3.5  SHIRE complies with the Equality Act 2010 and the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022. We do not discriminate against passengers on any protected characteristic and our drivers are trained in disability awareness and safeguarding. Assistance dogs are welcome in all our vehicles at no additional charge.

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3.6  All vehicles are maintained in a roadworthy condition and undergo vehicle testing in accordance with MCC licensing conditions. SHIRE holds valid public liability and hire-and-reward insurance for all vehicles operated.

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3.7  Smoking is prohibited in all SHIRE vehicles. This is a criminal offence under the Health Act 2006 and the Smoke-free (Vehicles) Regulations.

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Section 4: Engagement and Acceptance of Bookings

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4.1  All booking requests are provisional until confirmed to you by SHIRE in writing, by SMS, email, or app notification. Confirmation constitutes the binding contract between us.

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4.2  SHIRE reserves the right to decline any booking request where, for example, a vehicle is unavailable, for reasons of safety, or due to circumstances beyond our control. Where a confirmed and paid booking is cancelled by SHIRE, your refund rights under Section 6 apply.

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4.3  You must provide accurate pickup details, contact information, passenger numbers, and any relevant access requirements when making your booking. SHIRE cannot be held liable for any service failure resulting from inaccurate information provided by the Client.

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4.4  Every booking confirmation issued by SHIRE will clearly state:

4.4.1  The pickup date, time, and location.

4.4.2  The destination.

4.4.3  The basis on which the fare is calculated; either by taximeter (for journeys wholly within Monmouthshire) or by an Agreed Price confirmed at booking.

4.4.4  Any Booking Fee charged separately from the journey fare, and the total amount payable.

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4.5  Transport bookings for a specific date and time are excluded from the 14-day statutory cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(h). Our own cancellation policy in Section 7 applies instead, and this will be made clear in every booking confirmation.

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4.6  SHIRE processes your personal data to fulfil your booking and to comply with our legal obligations as a licensed operator. The legal basis for standard booking data processing is contract performance under Article 6(1)(b) UK GDPR. Full details are in our Privacy Policy at shire.taxi/policy.

 

Section 5: Fares, Payment and Charges

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5.1  Unless otherwise agreed in writing, all charges must be paid in full before your journey begins.

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5.2  SHIRE accepts payment by debit or credit card, BACS bank transfer, and digital wallets including Google Pay and Apple Pay, subject to verification.

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5.3  The basis on which your fare is calculated depends on your journey type:

5.3.1  Hackney Carriage Journeys wholly within Monmouthshire are charged by the taximeter at the table of fares set by Monmouthshire County Council under section 65 of the Local Government (Miscellaneous Provisions) Act 1976. The meter reading is the maximum we may charge; we will never charge more than the metered fare for such journeys. 

5.3.2  Private Hire or Subcontracted Journeys starting within Monmouthshire but ending outside it will also be charged by the meter unless an Agreed Price is confirmed in writing before the journey begins. We will always make the pricing basis clear at the time of booking.

5.3.3  Pre-booked journeys starting or running entirely outside Monmouthshire are charged at an Agreed Price confirmed in writing before the journey begins. You will always know the price — or a clear estimate — before committing to a booking.

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5.4  Where a Booking Fee applies, it is:

5.4.1  Shown clearly as a separate line item in your booking confirmation, distinct from the journey fare.

5.4.2  Disclosed to and accepted by you before your booking is confirmed.

5.4.3  Non-refundable on client cancellation, unless otherwise stated. If SHIRE cancels your booking without good cause, the Booking Fee will be refunded in full.

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5.5  It is a criminal offence under section 54 of the Town Police Clauses Act 1847 for any driver to demand or take more than the fare agreed beforehand or the fare shown on the taximeter. Any complaint about overcharging should be reported immediately to SHIRE and, where appropriate, to Monmouthshire County Council Licensing.

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5.6  It is a criminal offence under the Local Government (Miscellaneous Provisions) Act 1976 for any driver to unnecessarily prolong a journey in time or distance. If you believe your journey has been unnecessarily prolonged, you may raise a complaint under Section 12 of these Terms.

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5.7  Promotional or discounted pricing is subject to the conditions stated at the time of offer. Once a discounted booking is confirmed, the agreed price will not change.

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5.8  For business account clients, overdue invoices will attract interest at the statutory rate of 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998.

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Section 6: Refund Policy

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6.1  All refund requests must be submitted in writing to contact@shirecabs.co.uk, including your booking reference, journey date, and a description of the issue.

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6.2  If SHIRE cancels your booking or fails to provide the confirmed service, you will receive a full refund within 14 calendar days, including any Booking Fee paid.

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6.3  For other refund requests arising from a dispute, any agreed refund will be processed within 30 calendar days of SHIRE confirming eligibility.

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6.4  No refund will be issued in the following circumstances:

6.4.1  You cancelled outside the notice periods set out in Section 7.

6.4.2  You did not arrive at the pickup point within the waiting time set out in Section 8 (a No-Show).

6.4.3  The journey was completed and no service failure occurred.

6.4.4  Your own actions, or those of your party, caused the booking to fail or the service to be terminated early.

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Section 7: Cancellations

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7.1  You may cancel a confirmed booking, subject to the following minimum notice periods:

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7.1.1  Bookings under £100: at least 7 calendar days before the scheduled journey.

7.1.2  Bookings of £100 or more: at least 14 calendar days before the scheduled journey.

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7.2  If you cancel within these notice periods, SHIRE will refund the journey fare in full. Any Booking Fee paid is non-refundable unless otherwise agreed.

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7.3  If you cancel after these notice periods have expired, SHIRE is not obliged to issue a refund for the journey fare. We will always seek to minimise any loss on our part.

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7.4  SHIRE may cancel a booking where a Force Majeure event occurs, where the Client is in material breach of these Terms, or where there is another reasonable justification. In any such case, SHIRE will refund all sums paid, including any Booking Fee.

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Section 8: No-Show and Waiting Charges

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8.1  A "No-Show" occurs when the Client is not at the agreed pickup point within 5 minutes of the vehicle arriving, without prior notification to SHIRE.

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8.2  For long-distance or group bookings, SHIRE may extend this waiting period to 15 minutes. If you are delayed, please contact us as soon as possible; we will always endeavour to accommodate reasonable circumstances.

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8.3  In the event of a No-Show, SHIRE may retain all or part of the fare paid to cover costs, on the following basis:

8.3.1  Bookings under £50: up to 50% of the journey fare.

8.3.2  Bookings between £50 and £150: up to 75% of the journey fare.

8.3.3  Bookings over £150 (advance pre-booked): up to 100% of the journey fare, where SHIRE has been unable to redeploy the vehicle at short notice.

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8.4  Where waiting beyond the grace period has been agreed, waiting time charges apply at the rate published on council website.

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Section 9: Our Obligations

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9.1  SHIRE will provide a roadworthy, properly insured, and validly licensed vehicle for every booking.

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9.2  All drivers hold current Monmouthshire County Council hackney carriage and/or private hire driver’s licences, display their badge visibly at all times whilst driving for hire, and are required to treat every passenger with courtesy and professionalism in accordance with the MCC Driver Code of Conduct (Annex 5 of the MCC Licensing Policy 2026).

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9.3  Drivers are prohibited from unnecessarily prolonging a journey in time or distance. This is an offence under the Local Government (Miscellaneous Provisions) Act 1976 and a breach of MCC licensing conditions.

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9.4  SHIRE is not responsible for delays caused by traffic, road closures, accidents, or other circumstances outside our reasonable control. We will notify you as early as practicable if a delay is anticipated.

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9.5  SHIRE may use a licensed sub-contractor to fulfil part or all of a booking. Where we do so, SHIRE remains your primary point of contact and retains responsibility for the service to you. Driver and vehicle details will be provided in your booking confirmation.

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9.6  Where SHIRE exercises the right to refuse to carry a passenger under any legislative provision (including section 165 of the Equality Act 2010 medical exemption procedure), any such refusal will be documented and reported to MCC Licensing in accordance with our licence conditions.

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Section 10: Your Obligations

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10.1  Please provide accurate booking information and be ready at the agreed pickup location on time. Notify us promptly of any changes.

10.2  You and your party must behave in a respectful and lawful manner towards SHIRE’s drivers, vehicles, and all other persons. SHIRE reserves the right to refuse or terminate a journey where conduct is threatening, abusive, violent, or unlawful. The full fare for the intended journey remains payable in such circumstances.

10.3  You are responsible for any damage or soiling to SHIRE’s vehicles caused by you or your party. A cleaning or repair charge will be applied in addition to the journey fare; current rates are published at shire.taxi/fees.

10.4  Passengers must wear seatbelts where fitted. Children must be restrained in accordance with applicable road traffic legislation. The Client is responsible for ensuring that appropriate child seats are available where required.

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Section 11: Limitations of Liability

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11.1  Nothing in these Terms limits or excludes SHIRE’s liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be limited or excluded under applicable law, including the Consumer Rights Act 2015.

11.2  Subject to clause 11.1, SHIRE is not liable for indirect or consequential losses, including but not limited to loss of business, loss of profit, or loss of goodwill.

11.3  Subject to clause 11.1, and to the extent permitted by law, SHIRE’s total liability to the Client in connection with any booking is limited to the total amount paid by the Client for that booking.

 

Section 12: Force Majeure

12.1  SHIRE will not be in breach of these Terms if it is unable to perform by reason of a Force Majeure event. SHIRE will notify the Client as soon as reasonably practicable and will not levy any cancellation charge in such circumstances.

12.2  If a journey cannot proceed due to Force Majeure, the Client will receive a full refund of all sums paid. SHIRE has no obligation to arrange alternative transport but will provide reasonable assistance where practicable.

 

Section 13: Zero Tolerance Policy

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13.1  Equality and Inclusion

13.1.1  SHIRE operates in full compliance with the Equality Act 2010 and the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022. Discrimination, harassment, or victimisation on the basis of any protected characteristic — including age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation — is not tolerated by SHIRE and will not be tolerated from Clients.

13.1.2  Both SHIRE and the Client are expected to treat one another with respect and dignity at all times.

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13.2  Prohibition on Harassment and Abuse

13.2.1  SHIRE maintains a zero-tolerance stance against harassment, bullying, or misuse of authority by either party. This includes verbal, physical, or non-verbal conduct that is intimidating, degrading, or offensive, and any unwelcome advances or inappropriate conduct.

13.2.2  Any actions intended to exploit, harm, or disregard the other party’s legal rights are strictly prohibited.

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13.3  Demonstrated Hostility Toward Protected Groups
13.3  SHIRE reserves the right to decline to accept a booking from, or to terminate a journey with, any individual who has demonstrably shown hostility toward persons sharing a protected characteristic as defined under section 4 of the Equality Act 2010 — including but not limited to race, religion or belief, disability, sex, or sexual orientation. This includes, without limitation, conduct that constitutes harassment within the meaning of section 26 of the Equality Act 2010; conduct amounting to an offence under sections 4A, 5, 18, or 29B of the Public Order Act 1986; conduct aggravated by racial or religious hostility within the meaning of sections 28–32 of the Crime and Disorder Act 1998; or any course of conduct capable of constituting harassment under the Protection from Harassment Act 1997. Evidence of such conduct may include, but is not limited to, documented incidents, public statements, court findings, police records, or credible and verifiable reports. SHIRE’s refusal in such circumstances is grounded in its positive duty under section 29 of the Equality Act 2010 to ensure its services are not used in a manner that subjects any person to conduct related to a protected characteristic, and in its obligation under section 2 of the Health and Safety at Work etc. Act 1974 to protect the safety and welfare of its drivers as lone workers.

13.4  Documented public conduct

13.4 Conduct including but not limited to statements made in public forums, on social media, at public events, or in any other verifiable public record — is materially incompatible with SHIRE’s legal obligations under the Equality Act 2010 and its licensing conditions as a Monmouthshire County Council licensed operator. For the avoidance of doubt, this provision is directed solely at conduct, not at political opinion or party affiliation as such. SHIRE will not exercise this right arbitrarily or on the basis of unverified allegation; any decision to refuse service on this ground will be documented, proportionate, and capable of objective justification by reference to specific, verifiable acts or statements. This right is consistent with SHIRE’s common law right as a private carrier to set reasonable conditions of carriage (Constantine v Imperial Hotels Ltd [1944]), the MCC Taxi and Private Hire Licensing Policy 2026, and Articles 8, 9, and 14 of the European Convention on Human Rights as given effect by the Human Rights Act 1998.
 

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13.5  Consequences

13.5.1  Clients found in breach of this policy may face immediate suspension or termination of services, a permanent ban from using SHIRE, referral to Monmouthshire County Council Licensing or Gwent Police, or civil legal action proportionate to the severity of the breach.

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13.5.2  Retaliation against any person who makes a genuine report of a policy violation is strictly prohibited and is itself treated as a separate breach of these Terms.

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13.6  Mutual Responsibility

13.6.1  The principles of this policy apply equally to SHIRE and to the Client. SHIRE regularly reviews this policy to reflect changes in law and best practice. SHIRE encourages anyone with a complaint to contact us directly in the first instance. Nothing in these Terms prevents a Client from making honest and accurate public comment about their experience.

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Section 14: Data Protection and Privacy

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14.1  SHIRE processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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14.2  Booking data is processed on the lawful basis of contract performance under Article 6(1)(b) UK GDPR. We do not rely on consent for standard booking data processing.

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14.3  You have the right to access, rectify, erase, or restrict processing of your personal data, and to lodge a complaint with the Information Commissioner’s Office (ICO) at any time. Full details are set out in our Privacy Policy at shire.taxi/policy.

 

Section 15: Governing Law and Jurisdiction

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15.1  These Terms are governed by, and shall be construed in accordance with, the laws of England and Wales.

15.2  For business clients, any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15.3  Consumer Clients may bring legal proceedings in the courts of England and Wales, or in the courts of the country in which they are ordinarily resident.

 

 

Section 16: Complaints Procedure and Regulatory Escalation

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16.1  Step 1 — Contact SHIRE Directly

16.1.1  SHIRE is committed to resolving complaints promptly and fairly. If something goes wrong, please contact SHIRE in the first instance. Most issues can be resolved quickly and informally.

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SHIRE — First Point of Contact

✉  contact@shirecabs.co.uk 🌐  shire.taxi

Please include: your booking reference, journey date, driver/vehicle details, and a clear description of the issue.

 

16.1.2  SHIRE will acknowledge your complaint within 5 working days and provide a substantive response within 20 working days. Where the matter is complex, we will keep you informed of progress.

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16.1.3  If we cannot resolve your complaint informally within 20 working days, either party may refer the commercial dispute to an independent mediator before taking formal legal action. Consumer Clients always retain the right to bring a claim in the courts regardless of any other provision.

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16.1.4  At our discretion, we may offer a goodwill payment of up to £500 in full and final settlement of a dispute. Any such payment is made without admission of liability.

 

16.2  Step 2 — Escalation to Monmouthshire County Council Licensing

16.2.1  If your complaint concerns driver conduct, vehicle condition or safety, fare overcharging, unlicensed activity, or any other matter relating to licensing standards, you have the right to escalate your complaint directly to Monmouthshire County Council Licensing Section, the statutory licensing authority for SHIRE under the Town Police Clauses Act 1847 and the Local Government (Miscellaneous Provisions) Act 1976.

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16.2.2  You do not need to have raised the matter with SHIRE first before contacting MCC Licensing, particularly where the complaint relates to public safety, driver conduct, or criminal matters.

 

Monmouthshire County Council — Licensing Section (Step 2 Escalation)

Licensing Section, County Hall, The Rhadyr, Usk, NP15 1GA

✉  licensing@monmouthshire.gov.uk

☎  01873 735420

🌐  www.monmouthshire.gov.uk/licensing

 

MCC Licensing handles complaints about: driver conduct • vehicle safety • fare disputes • unlicensed activity • breach of licensing conditions

 

16.2.3  SHIRE will cooperate fully with any investigation conducted by Monmouthshire County Council Licensing. In accordance with our licence conditions and the MCC Taxi and Private Hire Licensing Policy 2026, SHIRE operates a self-reporting obligation and will notify MCC Licensing of any serious incidents or matters affecting our fitness to hold a licence.

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16.2.4  Where a complaint involves suspected criminal conduct (including assault, harassment, or fraudulent overcharging), this should also be reported to Gwent Police by calling 101 (or 999 in an emergency).

 

16.3  Step 3 — Further Escalation: Public Services Ombudsman for Wales

16.3.1  If you have exhausted the Council’s internal complaints procedure and remain dissatisfied with how MCC Licensing has handled your complaint, you may refer the matter to the Public Services Ombudsman for Wales. The Ombudsman will not normally investigate a complaint until it has passed through the Council’s internal process.

 

Public Services Ombudsman for Wales (Council Process Complaints Only)

1 Ffordd yr Hen Gae, Pencoed, Bridgend, CF35 5LJ

🌐  www.ombudsman.wales

☎  0300 790 0203

 

16.10  Data Protection Complaints

16.10  Complaints relating specifically to data protection and the processing of personal data are regulated matters governed exclusively by the Information Commissioner’s Office (ICO). Such complaints are not handled by Monmouthshire County Council or any other local authority. If your complaint concerns how SHIRE has handled your personal data, you should contact the ICO directly.

 

Information Commissioner’s Office (Data Protection Complaints)

2nd Floor, Churchill House, Churchill Way, Cardiff, CF10 2HH

✉  wales@ico.org.uk

☎  0330 414 6421

🌐  ico.org.uk

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