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Booking terms

Last updated: 1 November 2026

These terms apply to every journey booked with Silent Miles. Silent Miles is run by Jamie Cunningham-Hoult, a sole trader in Lenham, Kent, licensed as a hackney carriage driver by Tonbridge and Malling Borough Council. All journeys are pre-booked.

1. Booking and confirmation

Sending an enquiry, by the website form, WhatsApp, email or phone, is a request, not a booking. Your booking is confirmed only when Jamie confirms it to you by message or email. Please check the confirmation and tell us straight away if anything is wrong.

2. Fares and what's included

Fares are fixed and agreed when you book. They are shown on our price list for pickups in Maidstone, Lenham and the surrounding area, and in Ashford. For other pickup points, we'll quote a fixed fare before you book.

The fare includes:

  • airport drop-off and pick-up charges
  • waiting time (see section 5)
  • road and crossing charges on the route

The fare is for the journey as booked. If you change the pickup point, destination, or number of passengers or bags, we may need to re-quote.

3. Notice and availability

Bookings need at least next-day notice. We don't operate on bank holidays. Availability depends on Jamie's schedule, and we'll tell you when you enquire if a time isn't possible.

4. Passengers, luggage and children

  • Maximum 4 passengers.
  • Maximum 2 large suitcases and 2 cabin bags. Tell us when booking if you have anything bulky (golf clubs, a pushchair, ski bags) so we can check it fits.
  • If a child needs a car seat or booster, please bring your own and tell us when booking.
  • Assistance dogs are always welcome at no extra charge. Other pets by arrangement.

If you arrive with more passengers or luggage than booked and it won't fit safely, Jamie may have to refuse the extra.

5. Waiting and delays

Home pickups: please be ready at the booked time. Jamie will wait, and will call or message you if you're not there.

Airport collections: give us your flight number when booking. Jamie tracks your flight and adjusts the pickup time for delays, and waiting time is included. If a flight is delayed so long that Jamie can't wait, he'll message you as early as possible, and you won't be charged.

6. Payment

Pay on the day, at the end of your journey, by card or cash.

7. Cancellations and changes

By you: you can cancel or change your booking at any time, free of charge. Please give as much notice as you can, ideally at least 24 hours, so the slot can go to someone else. If we introduce cancellation charges in future, we'll update these terms first, and they will only apply to bookings made after the change.

By us: if Jamie has to cancel, for example through illness or a vehicle problem, he'll tell you as soon as possible and try to help you find another option. You won't be charged.

No-show: if you're not at the pickup point and we can't reach you by phone or message after waiting a reasonable time, Jamie may leave. Repeated no-shows may mean we can't accept future bookings.

8. In the car

  • No smoking or vaping.
  • Seat belts must be worn.
  • Jamie may refuse or end a journey if a passenger is abusive, violent or unsafe.
  • If the car is soiled, we may charge the reasonable cost of cleaning.

9. Luggage and lost property

You're responsible for your luggage and belongings. Please check you have everything before you leave the car. If you leave something behind, contact us and we'll arrange its return or hand it in as our licence requires.

10. Our responsibility to you

We'll provide the journey with reasonable care and skill, and plan the pickup time to give a sensible margin for traffic.

We're not responsible for losses caused by events outside our reasonable control, such as accidents, road closures, severe weather or exceptional traffic. We're not responsible for costs such as a missed flight or onward travel unless they were caused by our failure to take reasonable care.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited by law. These terms don't affect your statutory rights.

11. Complaints

If something goes wrong, please contact Jamie first at jamie@silentmiles.co.uk or 07350 471096. You can also contact the licensing team at Tonbridge and Malling Borough Council.

12. Changes to these terms

We may update these terms. The version that applies is the one shown on the website when you book.

13. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.