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LEGAL

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 — standard bookings (cash-on-trip)

  • 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.

4b. Cancellation — deposit-based bookings (cruise / airport / multi-stop / group)

The following applies to bookings that include a deposit payment — typically cruise transfers, airport long-distance, multi-stop itineraries, and group bookings. The deposit serves as a commitment fee for the reserved slot.

  • Deposit (typically 30%): non-refundable from the moment it is received. The deposit secures the vehicle and date — once paid, Dova has reserved the slot and may have declined other bookings for it.
  • Balance (typically 70%): follows the standard tier in Section 4 above — more than 24 hours before pickup, balance is not charged; 2–24 hours before pickup, 50% of the balance applies; less than 2 hours, 100% of the balance applies.
  • No-show on the day: full charge (deposit forfeited + 100% balance).
  • Cruise itinerary changes by the cruise line (port change, late arrival, missed port): we will rebook to the new arrival point or time at no additional charge if vehicle availability permits. Deposit remains valid for the rebooked trip. If we cannot accommodate, the standard tier applies based on when you notify us.
  • Flight cancellation by airline: treated similarly — we re-arrange to the rebooked flight where possible. Deposit remains valid for the rebooked trip.
  • Force majeure (severe weather, road closure, government restrictions making the trip impossible): full refund including deposit, less booking processing fee.
  • Cancellation by Dova: in the rare case we cannot fulfil your booking, we will refund in full (including deposit) and offer assistance arranging an alternative.
  • How to cancel: WhatsApp our Southampton office or reply to your booking confirmation email. Refunds are processed within 7 working days back to the original payment method.

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: