National Wheelchair Transport Services

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020 3633 4964

Terms & Conditions

1. Definitions

NWTS, “we”, “us”, “our”: National Wheelchair Transport Services Ltd (TFL-Licensed).

Booker: the person who arranges the journey.

Passenger(s): all individuals travelling on the booking, including the wheelchair user.

Wheelchair: the passenger’s own wheelchair, maintained and supplied by the wheelchair user. NWTS does not provide wheelchairs.

Journey: the transport service from pick-up to drop-off as agreed.

Fare: the total price charged for the Journey.

2. Booking, Payment & Confirmation

  • All bookings must be made by telephone through our official booking line.
  • Full and accurate information must be provided at the time of booking, including passenger details, wheelchair size, pick-up/drop-off points, date/time, and any assistance animal declarations.
  • Payment must be made by debit or credit card over the phone at the time of booking. We accept all major credit and debit cards. Bookings are only confirmed once payment is processed.
  • Upon payment and confirmation, a binding contract is formed and governed by these Terms & Conditions.
  • The Booker is responsible for checking the booking confirmation for accuracy and notifying NWTS of any errors immediately.
  • The Booker must select a suitable vehicle to accommodate all passengers and luggage. Each passenger counts as one person, regardless of age.
  • NWTS accepts no liability for missed appointments or connections.
  • Journey times and prices are fixed at booking; changes may incur extra charges.

3. Scope of Service & Medical Limitations

  • NWTS provides non-medical transport only, with no medical care, personal assistance, or escort services.
  • Drivers assist only with boarding and securing wheelchairs using ramps or lifts but will not lift passengers or provide personal care.
  • Passengers needing medical or personal assistance must arrange their own qualified escort.
  • Drivers remain with the vehicle except when assisting with boarding or disembarking.

4. Passenger Eligibility, Conduct & Assistance Animals

  • Passengers must use their own wheelchair that fits the vehicle and can be safely secured.
  • The Booker must inform NWTS of any medical, behavioural, or mobility conditions affecting the passenger.
  • Wheelchairs that are unsafe or too large will not be transported. Powered wheelchairs must have fully charged batteries.
  • Wheelchair passengers must wear the vehicle’s seat belt at all times during travel. Seat belts attached to the wheelchair itself are not acceptable as adequate safety restraints.
  • Non-wheelchair passengers may be exempt from seat belt use only if valid exemption documentation is provided at booking.
  • NWTS may refuse or terminate service for aggressive, abusive, unsafe, or non-compliant behaviour without refund.
  • Assistance animals recognised by UK law are allowed if declared at booking.
  • No unaccompanied minors are permitted.
  • The Booker controls who travels; no additional passengers may be carried.
  • All children must be properly restrained according to UK law; the Booker must provide suitable child seats if needed.

5. Equipment Standards & Safety

  • Wheelchairs must be safe, well-maintained, and suitable for securement in the vehicle.
  • NWTS may refuse unsafe or oversized wheelchairs.
  • Drivers secure wheelchairs with approved restraint systems and apply brakes; powered wheelchairs must be switched off.
  • The Booker must ensure the passenger has any necessary personal equipment and a mobile phone for communication unless there is a valid reason otherwise.

6. Fares, Additional Charges & Payment

  • The Fare quoted is all-inclusive, covering journey, driver assistance, fuel, tolls, parking (within limits), and standard waiting time.
  • Waiting time beyond the included allowance will be charged at £45 per hour, billed by the minute.
  • Loading and unloading are allowed up to 15 minutes; longer than this will incur waiting charges.
  • Additional parking fees or charges caused by delays will be invoiced to the Booker.
  • Route changes or extra stops not in the original booking may incur additional fees and require prior approval.
  • A cleaning charge of £95 applies if the vehicle requires cleaning due to passenger incidents such as vomiting or soiling.
  • Payments are accepted by card over the phone only at booking; no cash or payment on the day.

7. Cancellation & No-Show

  • More than 72 hours before journey: No charge.
  • Between 48 and 72 hours: 25% of Fare.
  • Between 24 and 48 hours: 50% of Fare.
  • Less than 24 hours or no-show: 100% of Fare.
  • Cancellations must be made by phone.
  • If the driver arrives at the pickup location and there is no answer at the door or phone contact for 15 minutes, the job will be cancelled with no refund.

8. Liability & Disclaimers

  • NWTS provides the service “as is” and does not guarantee punctuality or reliability.
  • NWTS is not liable for any loss, damage, or injury unless caused by our proven negligence.
  • We accept no responsibility for missed flights, appointments, or onward travel.
  • NWTS is not liable for property damage or loss, except where caused by our negligence.
  • In the event of accidents or breakdowns, NWTS will make reasonable efforts to complete the journey or return the passenger to the pick-up location.
  • Wheelchair users must expect longer delays in recovery or replacement transport compared to mobile passengers due to the specialist nature of the service.
  • NWTS is not liable for any inconvenience, costs, or damages arising from such delays or inability to provide immediate recovery.
  • NWTS reserves the right to cancel or reschedule journeys for operational or safety reasons, with liability limited to refund of the fare.
  • Nothing limits liability for death or personal injury caused by our negligence or where prohibited by law.

9. Right to Refuse or Terminate Service

  • NWTS may refuse or stop service for:
    • Unsafe medical conditions or behaviour.
    • Intoxication.
    • Abuse, aggression, or damage caused by passengers or associates.
    • Breach of these Terms.
  • No refunds are given in these circumstances.

10. Indemnity

The Booker and passengers agree to indemnify NWTS against all claims, losses, or expenses arising from breaches of these Terms or passenger actions.

11. Insurance & Liability Limitations

  • NWTS holds the minimum legal insurance required.
  • Liability is limited to the total fare paid.
  • Passengers should obtain personal insurance for injury or equipment loss.
  • NWTS is not responsible for personal property loss or damage.

12. Data Protection

Personal data is handled according to UK GDPR and the Data Protection Act 2018.

Please review our Privacy Policy for details.

13. Changes to Terms

NWTS may update these Terms at any time; continued use of services constitutes acceptance of changes.

Customers should check our website regularly.

14. Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales.

Any disputes shall be resolved exclusively in the courts of England and Wales.

15. Additional Conditions

  • NWTS may subcontract services.
  • The Booker may not transfer rights or obligations without consent.
  • Drivers work alone and will only pick up and drop off passengers when it is safe to do so.
  • If a driver cannot safely pick up or drop off a passenger, the booking will still be charged in full.
  • Lost property must be reported promptly; NWTS holds lost items for 30 days.
  • Complaints must be submitted in writing within 7 days of travel.