Last updated: 27 October 2026
1. General
These Terms and Conditions govern the use of the YouFirst website and, together with an accepted quotation, booking confirmation and applicable service-specific arrangements, the supply of services by YouFirst Group Services Ltd.
YouFirst Group Services Ltd, company number 17108279, operates under the YouFirst and YouFirst Group brands and provides services under the names YouFirst Travel, YouFirst Priority Secure Transport and YouFirst Security. References to YouFirst, YouFirst Group, we, us and our refer to YouFirst Group Services Ltd, unless the context clearly requires otherwise. These names refer to the same legal company and are not separate legal entities.
These Terms apply to all services marketed or provided under YouFirst, YouFirst Group, YouFirst Travel, YouFirst Priority Secure Transport and YouFirst Security.
Different services have different legal and operational requirements.
Website information does not constitute a guarantee of availability, suitability or acceptance of a particular booking.
2. Company identity
YouFirst Group Services Ltd
Company number: 17108279
Registered in England and Wales
Registered office:
Admirals Yard
Station Road
Bristol
BS34 6LR
United Kingdom
Email: contact@youfirstgroup.co.uk
Phone: 0333 050 3723
3. Enquiries and quotations
Submitting a website form, sending an email or requesting a quotation does not create a binding booking.
An automated acknowledgement confirms receipt only.
All requests are subject to review, availability, suitability and applicable legal requirements.
A binding agreement is formed when YouFirst expressly accepts the booking or engagement and communicates confirmation, subject to the terms brought to the customer’s attention.
We may decline a proposed booking before acceptance where we are unable to provide the requested service lawfully, safely or reasonably.
4. Pricing
Prices are based on the service requirements and information supplied.
A quotation may take account of journey distance, duration, collection time, vehicle or personnel requirements, additional stops and relevant operational factors.
A quotation does not remain valid indefinitely unless a validity period has been specified.
Material changes to the requested service may require a revised quotation.
Any material additional charge reasonably foreseeable before booking acceptance will be disclosed.
Charges arising from later customer-requested changes must be explained and agreed where appropriate.
Prices and payment requirements will be confirmed before acceptance of the booking.
5. Payments
Payment may be requested in advance, on completion or under another agreed arrangement.
Approved payment providers may be used.
Deposits and advance payments are subject to applicable law and the cancellation terms disclosed before acceptance.
A payment described as a deposit is not automatically non-refundable in every circumstance.
We will not impose hidden charges or rely on an undisclosed payment condition.
6. YouFirst Travel
YouFirst Travel provides pre-booked private hire services subject to applicable licensing requirements.
Private hire bookings must be accepted by an appropriately licensed operator.
A private hire vehicle cannot lawfully accept street hails or rank hires merely because it is available.
YouFirst Travel is licensed by South Gloucestershire Council as a private hire operator.
Directly fulfilled private hire bookings will be undertaken using appropriately licensed drivers and vehicles in accordance with the relevant licensing framework.
Where bookings are lawfully subcontracted to another licensed operator, the receiving operator must hold the necessary authorisation.
Booking acceptance, fulfilment and any subcontracting arrangements remain subject to applicable law.
We do not guarantee that a specific vehicle or driver will be available unless expressly agreed.
7. Passenger conduct and responsibilities
Customers should provide accurate pickup locations, destinations, dates, contact details and other information reasonably required.
Passengers must behave safely and comply with lawful safety instructions.
We may refuse or discontinue a service where there is a genuine safety concern, unlawful conduct, threatening or abusive behaviour, or another lawful reason preventing safe performance.
Any resulting charges or refunds will be considered in accordance with applicable law and the circumstances.
Passengers should take reasonable care of their belongings.
Lost property will be handled in accordance with applicable licensing conditions and reasonable operational arrangements.
8. Journey times and delays
Pickup and journey times are planned using the information available.
Traffic, weather, road closures, incidents and other factors can affect travel.
Unless expressly agreed in writing, an estimated arrival time or journey duration is not an absolute guarantee.
Passengers should allow reasonable contingency time when arranging journeys connected with flights, trains, appointments or other time-sensitive events.
We will exercise reasonable care and skill in performing accepted services.
Nothing in this clause removes rights arising where we fail to meet our legal obligations.
9. Accessibility
We aim to consider relevant accessibility and assistance requirements when assessing bookings.
Customers should provide reasonable advance notice of needs that may affect vehicle suitability or service arrangements.
We will comply with applicable equality and transport obligations.
We will not impose unlawful additional charges or refuse service contrary to applicable disability discrimination law.
Availability of a specific vehicle or specialist facility must not be assumed unless confirmed.
10. Priority Secure Transport
YouFirst Priority Secure Transport provides pre-arranged transport of suitable documents, luggage and small items.
YouFirst Priority Secure Transport is a door-to-door transport service by car. It is not a postal service, parcel network, warehouse, freight forwarder or international carrier.
Customers must disclose relevant information about the contents, dimensions, weight, value, fragility, packaging and handling requirements.
You must accurately describe the contents of every item and, if asked, tell us its approximate value.
We may decline unsuitable, prohibited, unlawful or hazardous items.
We may ask what an item is and what it contains. We may refuse or cancel a booking for an item that is unlawful, unsafe, on our list of items we can’t carry, poorly packed, not properly described or outside the scope of the service.
Our list of items we can’t carry is published at youfirstgroup.co.uk/what-we-can-carry. Some items on it are restricted by law. Others are restrictions set by YouFirst Group Services Ltd for safety and insurance reasons.
Unless specifically agreed in writing and supported by appropriate authorisation, the service does not include specialist cash-in-transit, dangerous goods, controlled substances or other transport requiring specialist permissions.
Customers must package items appropriately for the agreed service.
Any enhanced confidentiality, tracking, chain-of-custody, proof-of-delivery or delivery deadline must be confirmed in the accepted service agreement.
The word "Secure" does not itself constitute a guarantee of a particular certification, security standard, insurance value or specialist escort arrangement.
11. Transported goods
We will use reasonable care and skill when providing accepted item transport services.
Customers should identify items requiring special handling or possessing unusual value.
We may refuse items that cannot reasonably be carried under the proposed arrangements.
Any specifically agreed liability limit or enhanced cover must be set out clearly in the relevant agreement and comply with applicable law.
We do not promise blanket insurance coverage for all goods.
Nothing in these terms excludes liability that cannot lawfully be excluded.
12. YouFirst Security
YouFirst Security offers security and concierge-related services subject to an accepted scope of work.
An online enquiry is not confirmation of an assignment.
Before agreeing an assignment, we may assess the premises, duties, risks, staffing, duration, equipment and applicable regulatory requirements.
Where duties require an SIA licence, individuals performing those duties must hold the appropriate authorisation.
Staffing levels, equipment, service hours, specific responsibilities and client obligations will be set out in the agreed quotation or contract.
Security services are intended to help manage risks. They do not guarantee prevention of every loss, crime, incident or injury.
We do not represent the service as an insurance product.
Any specific service levels or contractual guarantees must be agreed in writing.
13. Security assignment responsibilities
Clients must provide accurate information about the premises and assignment.
Where reasonably necessary, clients must communicate relevant site rules, known hazards, emergency procedures and lawful operating instructions.
Material changes to the scope of work may require reassessment and a revised price.
YouFirst may decline an assignment that cannot be performed lawfully or safely.
The allocation of specific responsibilities will be confirmed in the agreed service arrangements.
14. Subcontracting and third-party providers
We may use third-party providers where the arrangement is lawful and suitable for the service.
Private hire subcontracting must comply with relevant licensing legislation.
We will not knowingly present an unlicensed provider as authorised to carry out regulated work.
Where YouFirst remains the contracting party, use of a third party does not automatically remove responsibilities owed to the customer.
Any materially different contractual relationship will be made clear where required.
15. Changes to services
Customer-requested changes are subject to acceptance and availability.
Where an accepted amendment changes the cost, the revised price will be communicated.
A change is not binding until agreed.
Where circumstances outside our reasonable control materially affect delivery, we will take reasonable steps to communicate and consider practical alternatives.
16. Cancellations
Our Booking and Cancellation Policy applies unless different terms have been clearly agreed for a particular service.
Cancellation charges must be lawful, fair, proportionate and based on the relevant agreement and circumstances.
We do not automatically impose a fixed penalty across every service.
17. Events outside reasonable control
We are not responsible for a failure caused by circumstances genuinely outside our reasonable control to the extent permitted by law.
Examples may include severe weather, unexpected transport disruption, emergencies, major infrastructure failures or lawful restrictions.
We will take reasonable steps to communicate with affected customers and discuss suitable alternatives where appropriate.
This clause does not remove statutory rights or excuse a failure for which we remain legally responsible.
18. Liability
We will provide accepted services with reasonable care and skill.
Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot lawfully be excluded or restricted.
Nothing in these terms affects mandatory consumer rights.
We are not responsible for losses that are not caused by our breach, negligence or another matter for which we are legally liable.
Where a service involves particular financial or operational risks, appropriate service-specific terms may be agreed in writing, subject to applicable law and fairness requirements.
For commercial security or specialist transport contracts, additional negotiated provisions may apply.
These general website terms do not impose an automatic blanket financial liability cap.
19. Complaints
Concerns may be raised using our Complaints Procedure.
Making a complaint does not require a customer to surrender statutory or regulatory rights.
20. Website and intellectual property
The website and its original branding and content are protected by applicable intellectual property laws.
Visitors may use the website for legitimate enquiries and ordinary business purposes.
Unauthorised misuse of the website, its systems or protected content is prohibited.
Third-party intellectual property remains the property of its respective owners.
21. Governing law
These terms are governed by the laws of England and Wales, subject to applicable mandatory consumer protections.
Disputes will be handled by courts with jurisdiction under applicable law.
22. Amendments
We may revise these website terms from time to time.
Amendments will not automatically change an existing accepted contract retrospectively.
The terms applicable to a booking are those properly brought to the customer’s attention when the agreement was made, together with any lawfully agreed amendments.
