ERS Taxi Service ® – Terms and Conditions

(Effective from 6th October 2026)

​

These Terms and Conditions (the “Terms”) govern all transport coordination services provided by ERS Taxi Service® (“ERS”), a specialist division of Westminster Advocate Service Limited. By booking, instructing, commissioning or using any of our services, you agree to be bound by these Terms. The Terms apply whether the services are funded by Access to Work, paid for directly by an individual, or provided through a corporate arrangement.

​​

​

1. SERVICE OVERVIEW

​

ERS arranges travel for Deaf and disabled clients using third-party providers (e.g. Uber for Business, Addison Lee). Journeys are coordinated in line with the client's approved funding, where applicable, or the agreed journey arrangements. We do not operate vehicles ourselves.

​​

​

2. SERVICE ARRANGEMENT

​

We coordinate journeys on your behalf based on your submitted request and the payment or funding arrangement applicable to your account. All bookings are subject to availability, third-party acceptance, and third-party terms and conditions.

​

Clients are responsible for:

​

• Providing accurate journey details (dates, times, locations);
• Promptly notifying us of changes or cancellations; and
• Ensuring that any required funding or payment arrangements are in place

​

Where a client's journeys are funded by Access to Work, the client is also responsible for complying with the Access to Work claim requirements set out in Section 6.​​​​

​

​

3. FEES, ADDITIONAL CHARGES & INVOICING

​

Monthly invoices may be paid through:

​

• Access to Work, where approved and where the client has arranged for payment to be made directly to ERS;
• Direct payment by the client; and
• Corporate payment arrangements

​

All charges reflect the actual journey costs. These may include:

​

• Base fare;
• Additional tolls or surcharges (e.g., Blackwall Tunnel fee, congestion charges);
• Pre-booking or advance reservation fees;
• An administrative handling fee where applicable; and
• Cancellation or no-show charges imposed by the transport provider

​

⚠️ Some additional charges may not be covered by Access to Work unless specifically authorised. These charges will be the responsibility of the client unless funding is confirmed.

​

If you have any further questions please check out our Payment FAQ page or email us at finance@erstc.co.uk

​​

​​

3.1 CORPORATE AND SELF FUNDED CLIENTS

​

Corporate and self-funded clients have 30 days from the invoice date to pay their invoice.

​

If payment has not been received after 21 days, ERS may issue a payment reminder advising that services will be suspended if payment is not received by the 30-day deadline.

​

If payment has not been received after 30 days, ERS may suspend future services until the outstanding payment has been received.

In serious or persistent cases of non-payment, ERS reserves the right to terminate the service arrangement.

​​

Where an invoice remains unpaid, ERS may take further steps to recover the outstanding balance. This may include issuing a formal letter of claim and commencing court proceedings where appropriate. Customers will be given notice and an opportunity to resolve the matter before formal recovery action is taken, in accordance with applicable legal requirements.

​

ERS may seek to recover applicable interest, court fees and other costs where legally entitled to do so.

​

​

3.2 ACCESS TO WORK FUNDED CLIENTS

​

Where a client's journeys are funded by Access to Work, the client has 30 days from the invoice date to either:

​

• Pay the invoice directly to ERS; or
• Submit the relevant invoice or claim to Access to Work with ERS's payment details and arrange for the payment to be made directly to ERS.

​

Where the client has submitted the claim correctly to Access to Work for direct payment to ERS within the 30-day period, subsequent delays by Access to Work in processing or paying the claim will not, in themselves, result in the client being considered overdue or result in suspension of services.

 

Access to Work may pay less than the full amount of an ERS invoice. Any amount remaining unpaid following receipt and reconciliation of the Access to Work payment will be the responsibility of the client and will be referred to as the Customer Contribution. ERS will confirm the amount of any Customer Contribution once the Access to Work payment has been received and reconciled.

​

Where a Customer Contribution is due, ERS will issue an updated invoice to the client showing the remaining balance. The Customer Contribution will be subject to 30-day payment terms from the date of the updated invoice.

​

If the client has not made payment directly or submitted the relevant claim to Access to Work for direct payment to ERS within 30 days, ERS may suspend future services until payment is made or confirmation of submission is provided.

​

Where a customer is responsible for an outstanding balance and fails to pay within the applicable payment period, ERS may take further steps to recover the debt. This may include issuing a formal letter of claim and commencing court proceedings where appropriate. Customers will be given notice and an opportunity to resolve the matter before formal recovery action is taken, in accordance with applicable legal requirements.

 

ERS may seek to recover applicable interest, court fees and other costs where legally entitled to do so.

​​

If you have any further questions please check out our Payment FAQ page or email us at finance@erstc.co.uk

​

​

3.3 ACCESS TO WORK CLIENTS RECEIVING REIMBURSEMENT PERSONALLY

​

If an Access to Work client chooses to have Access to Work reimburse them personally rather than paying ERS directly, the client remains responsible for paying ERS within 30 days of the invoice date.

​

The client must not delay payment to ERS because they are waiting for reimbursement from Access to Work.

​

The standard payment reminder and service suspension provisions set out in Section 3.1 will apply.

​

​

3.4 ACCESS TO WORK PAYMENT DELAYS

​

ERS has no control over the length of time Access to Work takes to process or release payments.

​

Where an Access to Work claim has been correctly submitted for direct payment to ERS within the applicable 30-day period, any subsequent delay in payment by Access to Work will not be treated as non-payment by the client.

​

ERS may contact the client or Access to Work where reasonably necessary regarding a delayed, queried or rejected claim.

​

⚠️ If Access to Work rejects a claim or confirms that no payment will be made, ERS will require the client to settle the outstanding amount directly, except where an alternative arrangement has been agreed.

​

​

4. NON-RESPONSIBILITY CLAUSE

​

We act solely as a coordinator. We are not responsible for:

​

• Driver behaviour or vehicle safety;
• Journey delays, cancellations, or diversions caused by third-party providers or circumstances outside our reasonable control; and
• Price changes made by transport providers

​

We cannot guarantee arrival times and are not liable for missed appointments arising from circumstances outside our reasonable control or by the actions or omissions of third-party providers. Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited.

​​

​

5. CANCELLATION & NO-SHOWS

​

Late cancellations or missed journeys may still incur charges from the provider. These will be passed on in full where applicable.

​

Clients are responsible for promptly notifying ERS of any cancellation or change to a booked journey.

​​

​

6. ACCESS TO WORK CLAIM REQUIREMENTS

​​

Where a client's journeys are funded by Access to Work, the client is responsible for ensuring that the relevant ERS invoices are dealt with within the applicable payment period.

​

Where the client wishes Access to Work to pay ERS directly, the client must submit the relevant invoice or claim to Access to Work using ERS's payment details and arrange for payment to be made directly to ERS within 30 days of the invoice date.

​

If the client chooses to have Access to Work reimburse them personally, the client remains responsible for paying ERS within 30 days of the invoice date, regardless of when Access to Work reimburses the client.

​

If neither direct payment nor submission of the relevant claim to Access to Work for direct payment to ERS has occurred within 21 days, ERS may issue a payment reminder advising that services may be suspended if the matter is not resolved by the 30-day deadline.

​

If neither direct payment nor submission of the relevant claim to Access to Work for direct payment to ERS has occurred within 30 days, ERS may suspend future services until payment is made or confirmation that the claim has been submitted is provided.

​

Once a claim has been correctly submitted to Access to Work for direct payment to ERS within the 30-day period, subsequent delays in processing or payment by Access to Work will not, in themselves, result in suspension of services.

​

​Where the customer remains responsible for an outstanding balance after the applicable payment deadline, ERS may pursue recovery of the debt through formal written demands and, where appropriate, County Court proceedings. Any recovery action will follow the applicable legal procedures, including the relevant pre-action requirements.

​

If you have any further questions please check out our Payment FAQ page or email us at finance@erstc.co.uk

​​​​​​

 

7. LIMITATION OF LIABILITY

​

ERS shall not be liable for:

​

• Missed appointments or travel disruptions arising from circumstances outside our reasonable control;
• Indirect losses or consequential damages, where permitted by law; and
• Any act or omission by third-party providers, except where ERS is legally responsible for its own acts or omissions. All bookings are made in good faith, based on available information.

​

Nothing in these Terms shall limit or exclude any statutory rights or liability that cannot lawfully be limited or excluded.

​

​​​​

8. CLIENT CONDUCT

​

We reserve the right to suspend or terminate service if a client:

​

​• Is abusive, threatening or seriously inappropriate towards ERS staff or drivers;
• Repeatedly provides misleading or false information;
• Submits or encourages fraudulent claims to funding bodies; or
• Deliberately misuses the service or provides information that prevents journeys from being safely or correctly coordinated​

​​

​

9. DATA PROTECTION

​

Client data is processed in accordance with the General Data Protection Regulation ((EU) 2016/679) and the Data Protection Act 2018. Information is shared only with relevant parties, such as transport providers, Access to Work, or corporate customers, where applicable, for the purpose of journey coordination, payment, funding, safeguarding, or where otherwise legally required.

​

Further information about how ERS processes personal data is available in our Privacy Policy.

​​

​

10. COMPLAINTS

​

Complaints should be submitted to ERS as soon as reasonably possible after the relevant incident or issue occurs.

​

Where a complaint concerns a third-party transport provider, we will assist in raising the matter with the relevant provider where appropriate.

​

Where a complaint concerns an ERS service, we will investigate the matter and respond appropriately.

​

Nothing in these Terms shall limit a client's statutory rights.

​​

​

11. GOVERNING LAW

​

These terms are governed by English law. Any disputes will be handled by the courts of England and Wales.

​​

​Any dispute or claim arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable law provides a consumer with mandatory rights to bring proceedings in another jurisdiction.

​

​

CONTACT

Email: contact@erstc.co.uk

Please contact us to update your travel details or discuss Access to Work claims.

​

​

DISCLAIMER: ERS Taxi Service ® is a transport coordination service provided by Westminster Advocate Service Ltd. We are not a licensed operator. All transport is delivered by external providers. We do not accept responsibility for the safety, pricing, conduct, or performance of any third-party provider.