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Terms of Service

Last updated: March 2026

1. Service

Dova Travel provides private hire transport services in Southampton and the surrounding areas. We are fully licensed by Southampton City Council and operate in accordance with all applicable local authority regulations.

2. Bookings

All bookings are confirmed via WhatsApp or email. We aim to arrive within 5 minutes of the scheduled pickup time. Included waiting is 10 minutes for standard pickups and 30 minutes for airport or cruise pickups. After the included window ends, waiting fees or no-show cancellation charges may apply.

3. Pricing

Fares are quoted at the time of booking. Additional charges may apply for extra stops, route changes above the no-charge threshold, extended waiting time, and late-night journeys. Driver detours are not charged to the customer. Airport transfer prices are fixed at the time of booking and will not change for traffic-only delays.

4. Cancellation

  • Cancellations made more than 24 hours before the scheduled pickup are free of charge.
  • If the driver has not yet arrived, late cancellations may incur a charge according to the booking stage and payment method.
  • Once the driver has arrived, the included waiting window applies first and any chargeable waiting is billed in 5-minute increments.
  • If the trip is cancelled after the waiting threshold, the cancellation fee is the higher of accumulated waiting charges or the minimum fare, capped at the quoted fare.

5. Payment

We accept card payments (processed securely via Stripe) and cash. Payment is taken on completion of the journey unless the fare has been prepaid at the time of booking.

6. Passenger Conduct

  • All passengers must wear seatbelts at all times during the journey.
  • Child seats are available on request — please mention this when booking.
  • Smoking and vaping are not permitted in the vehicle.
  • The driver reserves the right to refuse or terminate a journey if passenger behaviour is deemed unsafe or abusive.

7. Liability

  • Dova Travel holds comprehensive private hire insurance for all journeys.
  • We are not liable for delays caused by traffic conditions, road closures, or other circumstances beyond our control.
  • Lost property will be held for 24 hours. Please contact us as soon as possible to arrange collection.

8. Complaints and Support

  • We aim to acknowledge complaints within 2 hours and provide a first human response within 24 hours.
  • Standard complaint cases are normally resolved within 3 business days.
  • Safety-related complaints and incident reports are escalated for same-day handling.

9. Contact

If you have any questions about these terms, please get in touch: