Bookings may be made directly with Leaf Mobility through our available booking channels.

The person making the booking must provide accurate information reasonably required for us to arrange and provide the service safely. This may include:

• passenger and booking contact name;
• collection and destination addresses;
• telephone number and email address;
• date and required collection time;
• number of passengers;
• wheelchair, mobility scooter or other mobility equipment details;
• accessibility, communication or assistance requirements;
• relevant supervision or support requirements; and
• emergency or responsible contact details where appropriate.

Customers booking on behalf of another passenger must be authorised to provide the information reasonably necessary to arrange that person’s transport.

A booking is confirmed only when accepted by Leaf Mobility. Where a deposit is required, the booking is not secured until the required deposit has been received.

Current fares and service charges are shown on our Pricing page or provided as an individual quotation.

Prices may depend on mileage, vehicle type, journey duration, time and day of travel, number of passengers, wheelchair configuration, waiting time and additional services required.

Where a price is shown as “from”, it represents a starting price rather than a guaranteed price for every journey.

Specific quotations are based on the information provided at the time of booking.

Once a booking has been confirmed at an agreed price, Leaf Mobility will honour that price for the service as originally booked. Later changes to our published prices will not retrospectively change the price of an existing confirmed booking.

Additional charges may apply if the customer subsequently changes the journey, including additional mileage, destinations, stops, waiting time, duration, vehicle requirements or assistance.

Tolls, parking, airport charges, congestion or road-user charges, ferry charges and similar third-party costs may be added unless expressly included in the agreed price.

Bookings made 7 days or more in advance require a 50% deposit to secure the reservation.

The booking is not secured until the required deposit has been received. The deposit will be deducted from the final journey price.

Different arrangements may apply to approved account customers, contracted services or where separate payment terms have been agreed in writing.

We understand that plans can change. Customers should notify Leaf Mobility as soon as possible if a confirmed booking is no longer required.

A booking may be treated as a no-show where the passenger is not available for the booked journey, Leaf Mobility has made reasonable attempts to contact the customer or booking contact, and the service cannot be provided.

Where transport is provided under a separate contract, purchase order or commissioning arrangement, the cancellation terms of that agreement may take precedence.

Unless otherwise agreed, private customers must pay on or before completion of the journey.

Leaf Mobility accepts:

• cash;
• debit or credit card;
• bank transfer; and
• secure payment link, where available.

For security reasons, Leaf Mobility does not take card details over the telephone. Where remote card payment is required, a secure payment link may be provided.

Approved businesses, care homes, organisations, case managers and other account customers may be invoiced where agreed in advance.

Unless different terms have been agreed in writing, invoices are payable within 7 days of the invoice date.

Monthly consolidated invoicing may be provided where agreed.

Leaf Mobility may suspend account facilities or future credit bookings while invoices remain overdue.

Standard waiting charges and any free waiting allowance are shown in our current Pricing.

Different arrangements may apply to services where waiting is specifically included, including certain minibus outings and day-trip packages.

Waiting does not include additional supervision or companionship. Where a passenger requires a member of staff to remain with them or accompany them, Assisted Transport charges may apply.

Leaf Mobility is responsible for the safe operation of the vehicle and will take reasonable steps to ensure passengers, wheelchairs and mobility equipment are appropriately positioned and secured for travel.

Passengers must follow reasonable safety instructions and use seat belts, wheelchair restraints and other required safety equipment.

Where a passenger travels with a parent, guardian, carer, Personal Assistant or other responsible adult, that person remains responsible for the passenger’s supervision, personal care, behaviour and individual support needs.

Customers must tell us when booking if a passenger travelling without a carer requires additional supervision or assistance beyond normal accessible door-to-door transport.

Where a passenger requires handover to a family member, carer, responsible adult, care provider, school, day centre, residential setting or other authorised person, an appropriate person must be available at the agreed handover time.

Leaf Mobility will not knowingly leave a child or vulnerable passenger unattended where doing so would be unsafe or contrary to agreed safeguarding or care arrangements.

Any additional journey or change of destination required because of a failed handover may also be charged.

Where there is an immediate concern for the passenger’s welfare, Leaf Mobility may contact an appropriate emergency or safeguarding service.

Assisted Transport & Companion Support is available where a passenger requires assistance beyond that normally included with accessible transport.

This may include:

• accompanying a passenger to or from an appointment or activity;
• remaining with them during an appointment;
• reasonable supervision and companionship;
• assistance navigating a venue or building;
• reasonable assistance with belongings, shopping or mobility equipment.

Assisted Transport is a non-medical support service. Unless expressly agreed and provided by an appropriately trained person, it does not include nursing, medical treatment, administration of medication, clinical monitoring, intimate personal care or manual lifting/transferring of passengers.

Customers must tell Leaf Mobility when booking about wheelchairs, mobility scooters, powered wheelchairs or other significant mobility equipment.

We may request information about the type, approximate dimensions and weight of the equipment and whether the passenger will remain seated in their wheelchair during travel.

Equipment must be capable of being safely loaded and, where applicable, secured using the vehicle’s approved restraint systems.

Transport is subject to the safe working limits and physical dimensions of the vehicle, ramp, lift and restraint equipment.

Leaf Mobility may refuse to load equipment that cannot be transported safely.

For scooter or powered-wheelchair recovery, customers should tell us if equipment is damaged, immobilised, has a flat tyre, cannot be placed into freewheel/manual mode or has another condition affecting loading.

Leaf Mobility is not responsible for pre-existing faults, wear or damage. Significant existing damage may be photographed before loading.

The person or organisation making a group booking must provide accurate information about passenger numbers, wheelchair users, mobility equipment and assistance requirements.

Vehicle passenger capacity depends on the wheelchair and seating configuration required.

Unless otherwise stated, a Half-Day Trip covers up to 4 hours and a Full-Day Trip covers up to 8 hours.

The booked period runs from the agreed collection time until return to the agreed final destination.

Day-trip pricing is based on the agreed itinerary, mileage, duration, vehicle and passenger requirements.

Significant itinerary changes, additional mileage or additional time may result in additional charges.

Admission tickets, meals, attraction fees and personal expenses are not included unless specifically stated.

All itineraries remain subject to applicable driver working and driving-time requirements and required breaks.

Parents, guardians, schools, local authorities and other commissioning organisations must provide relevant information necessary to provide school or SEN transport safely.

Where a Passenger Assistant, additional supervision or specific support is required, this must be identified and agreed before the service begins.

Drivers and Passenger Assistants assigned to these services will meet requirements applicable to the particular service or contract.

Where handover to an authorised person is required, the Delayed or Failed Handover provisions in Section 8 apply.

Parents, schools and commissioning organisations should notify Leaf Mobility as soon as possible of absence, illness, school closures or other changes.

Where a separate school, local authority or SEN transport contract applies, its safeguarding, operational, payment and cancellation requirements take precedence where they differ from these general Terms.

Leaf Mobility provides non-emergency accessible and assisted transport to hospitals, clinics, GP surgeries, rehabilitation centres, therapy appointments and other healthcare facilities.

Leaf Mobility is not an ambulance or emergency medical transport service.

Where there is uncertainty about whether normal accessible transport is appropriate for a passenger, appropriate medical advice should be sought before travel.

If a passenger becomes seriously unwell or a medical emergency occurs, Leaf Mobility staff may stop the journey where safe and contact emergency services.

Hospital discharge times can be unpredictable. A booked collection time does not reserve a vehicle indefinitely where discharge is substantially delayed.

Where Leaf Mobility agrees to continue waiting, normal waiting charges may apply.

Where a member of Leaf Mobility staff is required to accompany or remain with the passenger, Assisted Transport charges may apply.

Customers should provide accurate travel information, including relevant flight or train times, terminals, passenger numbers, wheelchair requirements and luggage.

Customers are responsible for selecting a collection time that allows reasonable additional time for traffic, check-in, security and other potential delays.

Where flight or train information has been provided, Leaf Mobility may monitor publicly available arrival information where reasonably practicable, but customers should still notify us of significant changes where possible.

We will make reasonable efforts to accommodate delayed arrivals, but immediate vehicle and driver availability cannot be guaranteed where a delay is substantial.

Additional waiting, parking, airport or similar costs may apply.

Where Meet & Assist or terminal accompaniment is required, Assisted Transport charges may apply.

Liability for missed departures or connections is governed by Section 22.

Leaf Mobility is committed to providing accessible transport in a respectful, patient and dignified manner.

Passengers will not receive a lower standard of service because of disability, age, reduced mobility or use of a wheelchair or mobility aid.

Customers are encouraged to tell us about relevant accessibility, communication and mobility requirements so that appropriate arrangements can be made.

Leaf Mobility will make reasonable adjustments where required and reasonably practicable.

Normal reasonable assistance with boarding, exiting and door-to-door transport is included.

Recognised assistance dogs are welcome without additional charge.

No adjustment requires staff to operate a vehicle, ramp, lift or equipment beyond its safe operating limits or provide assistance that would create a significant safety risk.

A reasonable amount of luggage and personal belongings may be carried subject to vehicle capacity and safe loading.

Customers should tell us in advance about unusually large quantities of luggage or bulky items.

Reasonable assistance loading and unloading luggage, shopping and mobility aids is part of normal door-to-door assistance.

Extended assistance may constitute Assisted Transport.

Staff are not required to manually lift excessively heavy or unsafe items.

Pets may travel by prior arrangement and must be transported safely. The owner or accompanying person remains responsible for the animal.

Assistance dogs are dealt with under Section 15.

Passengers and accompanying persons must behave reasonably and respectfully towards staff, other passengers and property.

Threatening, violent, abusive or seriously disruptive behaviour will not be tolerated.

Smoking and vaping are not permitted in Leaf Mobility vehicles.

Passengers who have consumed alcohol may travel where they can be transported safely. Transport may be refused where intoxication or behaviour creates a significant safety risk.

Customers may be charged the reasonable cost of repairing deliberate or unreasonable damage to vehicles or equipment.

Where significant soiling requires specialist or additional cleaning, Leaf Mobility may charge reasonable cleaning costs and any directly resulting loss of use where legally recoverable.

Individual circumstances, including illness or disability, will be taken into account.

Passengers should check that they have their belongings before leaving the vehicle.

Leaf Mobility will take reasonable care of property found in our vehicles and make reasonable efforts to identify and contact the owner.

Any reasonable cost of returning property, including postage or a separate journey, may be charged.

Leaf Mobility is not responsible for property left in a vehicle except where loss or damage results from our negligence or liability cannot lawfully be excluded.

Customers should notify Leaf Mobility as soon as possible of requested changes to a booking.

A requested change is not confirmed until accepted by Leaf Mobility.

We will make reasonable efforts to accommodate changes but cannot guarantee availability, particularly at short notice.

Changes affecting mileage, duration, waiting time, vehicle requirements, staffing, itinerary or assistance may affect the price.

For school, SEN, Adult Social Care, care-home or other commissioned transport, significant changes may need to be authorised by the organisation responsible for the booking.

Regular transport arrangements may be agreed with private customers, families, care homes, schools, local authorities and other organisations.

Known holidays, closures, absences or periods when transport is not required should be communicated as early as reasonably possible.

Leaf Mobility may change the allocated vehicle, driver or Passenger Assistant where operationally necessary, provided the replacement meets applicable service requirements.

We will make reasonable efforts to maintain continuity where this is particularly beneficial to a passenger but cannot guarantee a specific staff member unless expressly agreed.

Prices for ongoing privately arranged services may be reviewed periodically, with reasonable notice provided.

Where a separate contract, purchase order or written service agreement applies, its terms take precedence where they differ from these general Terms.

Leaf Mobility will make reasonable efforts to arrive at agreed collection times, but journey times cannot always be guaranteed.

Traffic congestion, accidents, road closures, severe weather, police incidents and other circumstances outside our reasonable control may cause delays.

If a vehicle becomes unavailable because of breakdown or another operational problem, Leaf Mobility will make reasonable efforts to provide another suitable Leaf Mobility vehicle or arrange an appropriate alternative transport provider.

Where accessible transport has been booked, we will take reasonable steps to ensure that replacement transport meets the passenger’s known accessibility requirements.

Where we cannot provide the booked service or a reasonable alternative, any amount paid for the part of the service we cannot provide will be refunded.

Leaf Mobility maintains appropriate motor and business liability insurance for the services it provides.

Leaf Mobility will take reasonable care when providing its services and will be responsible where required by law for loss, damage or injury caused by our negligence or breach of legal obligations.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

Leaf Mobility is not automatically responsible for indirect or consequential losses arising from delay, cancellation, breakdown or disruption. This may include the cost of missed flights, trains, appointments, events, accommodation or onward journeys.

Customers travelling to time-sensitive destinations should allow reasonable additional time and are encouraged to maintain appropriate travel insurance.

Any accident, injury, alleged loss, damage or other significant incident should be reported to Leaf Mobility as soon as reasonably possible.

Leaf Mobility may refer claims to its insurers.

Leaf Mobility staff and drivers are not authorised to admit legal liability or agree compensation or settlement on behalf of the company before a claim has been appropriately investigated.

Leaf Mobility may refuse, suspend or terminate a service where there is a reasonable and proportionate reason, including:

• serious safety concerns;
• threatening, violent or abusive behaviour;
• unsafe passenger, wheelchair or equipment capacity;
• equipment that cannot safely be loaded or secured;
• materially inaccurate booking information affecting safety;
• requests to act unlawfully;
• unsafe access to a collection or destination;
• required advance payment not being received; or
• serious or persistent non-payment.

Reasonable adjustments and alternative arrangements will be considered where practicable.

Children and vulnerable passengers will not knowingly be left in unsafe situations.

Leaf Mobility may arrange another suitably qualified transport provider where reasonably necessary because of breakdown, staff illness, capacity requirements or operational disruption.

We will take reasonable steps to ensure that the provider and vehicle are appropriately licensed, insured and suitable for the known requirements of the booking.

A standard vehicle will not knowingly be substituted where wheelchair-accessible transport is required.

Necessary passenger and journey information may be shared with the provider in accordance with applicable data protection requirements.

Where Leaf Mobility arranges the provider as part of the Leaf Mobility booking, customers should contact Leaf Mobility regarding the service.

Where Leaf Mobility merely recommends another independent provider and the customer books directly with them, that booking is a separate agreement between the customer and that provider.

Contracted services remain subject to any restrictions on subcontracting contained in the applicable contract.

Leaf Mobility Ltd is registered with the Information Commissioner’s Office (ICO) and processes personal information in accordance with applicable UK data protection law.

We may process information reasonably necessary to arrange and provide services, including contact details, addresses, journey information, accessibility requirements and relevant support information.

Where information concerning health, disability or support requirements is necessary for safe service provision, it will be handled appropriately and confidentially.

Personal information is not sold to third parties.

Information may be shared where reasonably necessary with staff, drivers, Passenger Assistants, insurers, payment providers, contracted transport providers, commissioning organisations or relevant authorities.

Some Leaf Mobility vehicles may use CCTV or dashcams for safety, security, insurance, licensing and incident-investigation purposes.

Safety or security recordings will not automatically be used for marketing.

Where identifiable photographs or video of passengers are intended for Leaf Mobility’s website, social media or promotional materials, appropriate permission will be obtained.

Refusing marketing photography will not affect the price, availability or standard of transport.

Further information is provided in our Privacy Policy.

Leaf Mobility welcomes feedback and takes complaints seriously.

Complaints should preferably be made in writing to hello@leafmobility.co.uk and should include sufficient information for us to investigate the matter.

Leaf Mobility will review complaints fairly and make reasonable efforts to respond within a reasonable timeframe.

Where appropriate, a matter may be referred to an insurer, commissioning organisation, local authority, safeguarding body or other relevant organisation.

Where something has gone wrong, Leaf Mobility will consider an appropriate resolution having regard to the circumstances.

Nothing in this section requires staff to admit legal liability before a claim has been appropriately investigated.

Nothing in these Terms affects a customer’s statutory rights.

Leaf Mobility may update these Terms from time to time to reflect changes to our services, operating procedures, pricing structure, legal requirements or reasonable business needs.

The current version and its effective date will be published on our website.

Unless required by law, updated Terms will apply to new bookings made after the updated Terms take effect and will not retrospectively change the agreed price or other material terms of an existing confirmed booking.

These Terms and services provided by Leaf Mobility are governed by the laws of England and Wales, subject to applicable consumer rights.