Welcome to Chauffeurz Premium Services Ltd, your premier choice for luxury chauffeuring and private hire transportation services. Below are the comprehensive Terms & Conditions by which we conduct business with our esteemed clients and passengers.
Chauffeurz Premium Services Ltd operates also under the brand name “Chauffeurz“.
General Terms & Conditions
By accessing and using our website or app, you (“The Customer”) agree to be bound by these Terms and Conditions (“Terms&Conditions”). These Terms govern all transportation services and other services booked through our website (https://.chauffeurz.london), telephone, email, SMS, or app.
Privacy and Data Use
In full compliance with EU General Data Protection Regulation (GDPR) effective in the UK since May 25, 2018, our Data Protection Policy details our obligations and practices in safeguarding personal data.Please visit: https://chauffeurz.london/gdpr-data-protection-policy/
Table of Contents
- Booking and Payment
- Vehicles and Services
- Fleet Categories
- Cancellation and Refund Policy
- Conveyance of Animals
- Liability
- Damage to Vehicles
- Driving Regulations
- Luggage Policy
- Missed Flights
- Smoking and Alcohol
- Duration of Service
- Waiting Time
- General Exceptions
- Complaints
- Zero Tolerance Policy
- Changes to Terms & Conditions
1. Booking and Payment
Pre-booking Requirement: All services must be pre-booked in advance via our online platform, telephone or app. Direct bookings with chauffeurs are considered invalid.
Eligibility: Users must be at least 18 years of age with the legal capacity to enter contracts.
Contact Information: Accurate contact details are crucial for booking. Full name, contact number, and email address are required for quotes or bookings. Without this we cannot assist further, failure to provide these details may prevent booking completion.
Communication Consent: By providing contact details, you consent to communications from Chauffeurz Premium Services Ltd for service purposes. Information will not be shared with third parties.
Pricing: Bookings are priced according to our agreed tariff. Quotes will be provided for services outside the standard tariff.
Payment Methods: All bookings require prepayment via accepted methods including credit card, PayPal, or bank transfer. Cheques or cash are not accepted.
Surcharges: Credit/debit card payments may incur a surcharge.
Additional Charges: Specific additional charges apply for late-night bookings, public holidays, airport parking or fees, congestion charges or other operational costs.
Bookings between 22:00 (10:00pm) – 06:00 am have a 10% surcharge.
During train and bus strikes, there’s a 10% surcharge during rush hours from 07:30 am to 09:30 am and from 16:30 (04:30 pm) to 18:30 (06:30 pm).
No online prices for public/bank holidays. 100% additional charge for Easter, Christmas, and New Year. Other bank holidays can have additional surcharge.
Bookings through the Congestion Charge Zone have a £15.00 fee.
Fixed airport pick-up rates (for parking) range from £7.50 to £25.00. Airport drop-off fee is £5.00.
Service Charge: A £5 service charge is applied to all transactions to cover the comprehensive costs of providing unparalleled 24/7 customer support and maintaining our state-of-the-art booking platform. This ensures that assistance is always readily available and your booking experience is seamless and efficient.
Payment Policy for Additional Charges: For all bookings, charges, including those for various requests such as extra waiting time, additional stops, extended service time, itinerary changes, or similar, may be processed automatically from the card provided initially, with an updated invoice emailed post-transaction. For services spanning consecutive days, such additional charges will be consolidated and communicated via email with a single payment link after the final trip. Payment is required within 12 hours of receiving this notification. Failure to respond or pay within this period will result in the initial payment card being automatically charged. If automatic billing is not possible, you will be notified by email with a payment link. Invoices must be settled within 7 working days. Interest will be charged on late payments.
Refunds: Issued in cases of service failure, upon agreement.
Account Holders
- Facilities: Available to UK companies, subject to credit checks.
- Invoicing and Payment: Invoices issued weekly with a 14-day payment term.
- Late Payments: Subject to charges under the Payment of Commercial Debts Act 1998.
Notice for Bookings: A minimum of 4 hours notice is required for online bookings during office hours. We will endeavour to cover jobs booked with less notice but cannot guarantee availability. If you need to book outside of this notice or time frame, please call +44 (0) 00000000.
Vehicle/Driver Preferences: We strive to accommodate client preferences for specific vehicles/drivers but cannot guarantee availability. The company can substitute vehicles if necessary.
Sub-contracted Services: In case our fleet is fully booked, we may subcontract to equally reputable providers. All vehicles are licensed and insured for passenger and third party claims. Our Terms & Conditions still apply.
Travel Boundaries: Prices apply within the UK. Contact us for European travel arrangements.
2. Vehicles and Services
Vehicle Standards: Our fleet includes vehicles not older than 7 years, classified into “Executive”, “First Class” and “Luxury” categories. “First Class” and “Luxury” vehicle bookings include a surcharge accordingly to the class.
Sub-contracted Vehicles: We may use sub-contracted vehicles, all of which meet licensing and insurance standards.
Dashboard Camera Awareness: Some of the vehicles may be equipped with Transport For London approved dash-cams for security purposes, respecting passenger privacy. The microphone is disabled for passenger privacy. If you prefer not to be recorded, please inform in advance.
Type of Services and Details:
- One Way: A single trip service starting at Point A and ending at Point B. Possible additional stops along the route. Charges based on distance and waiting time. Changes after booking may result in additional charges.
- Hourly Hire:The minimum booking duration is 4 hours, which covers up to 40 miles within London. For every additional hour booked, an extra 10 miles are included, reaching a maximum of 100 miles for bookings of 10 hours or more. Any miles beyond these limits will incur a charge of £2.50 per mile. For journeys beyond London’s boundaries (outside the M25), a distinct charge applies. The booked hours must be used consecutively and cannot be divided across different periods of the day. Minimum charges apply to single trips only, excluding airport transfers.
- Daily Hire: Defined as 8 hours minimum hire per day.
- Extra Stop: An extra charge of £10.00 will be applied for each additional separate drop-off or pickup location included in the route.
- Out Of Area Charge: Charge for trips with both the pick-up and drop-off outside London (outside M25). It covers driver costs for operating outside the usual service area. For all types of fleet vehicles is £1.00/mile, mileage calculated based on distance from Central London – Hyde Park Corner to pick-up point.
- Waiting Time: We provide 60 minutes of complimentary waiting time for airport pickups and 15 minutes for standard pickups.
- No Show: Should the customer fail to be ready for collection within 90 minutes for airport pickups, or 45 minutes for pickups from other addresses, from the arranged pickup time without notifying us of any delays, the situation will be classified as a “No Show.” In such cases, all fees become non-refundable, and any accrued waiting time will be fully charged.
3. Fleet Categories
Various vehicle options are available, ranging from Executive and First Class Saloons to Luxury MPVs or SUVs, each offering a distinct level of comfort and style.
Fleet Categories:
- Executive Saloon – Mercedes E-Class or equivalent
- Executive MPVs – Mercedes V-Class or equivalent
- First Class Saloon: Mercedes S-Class, BMW 7 Series or equivalent
- First Class MPVs: Mercedes V-Class or equivalent
- Luxury Saloon/SUVs: Rolls Royce, Bentley, Range Rover Autobiography or equivalent
- Luxury MPVs: Senzati Jet Class or equivalent
4. Cancellation and Refund Policy
Methods of Cancellation: Flexible cancellation options include contacting customer service, sending an email, or using the online booking platform.
Proof of Cancellation: If unable to self-cancel or to contact us by phone, an email within the free cancellation period serves as the only valid proof.
Refund Timing: Refunds for valid free cancellations are returned to the client’s account within 14 business days.
Non-Refundable Credit/Debit Payments: Any fees charged by processing the payment with a credit/debit card are non-refundable.
Cancellation Fees:
- One Way:
- Full refund for cancellations made over 12 hours prior to the scheduled pickup time.
- 50% of all fees retained and non-refundable for cancellations occurring more than 6 hours but less than 12 hours before the scheduled pickup time.
- No refund for cancellations made less than 4 hours prior to the scheduled pickup time.
- Hourly Hire:
- Full refund for cancellations made over 24 hours prior to the scheduled pickup time.
- 50% of all fees retained and non-refundable for cancellations occurring more than 12 hours but less than 24 hours before the scheduled pickup time.
- No refund for cancellations made less than 12 hours prior to the scheduled pickup time.
- Daily Hire (2 or more consecutive days):
- Full refund for cancellations made over 48 hours prior to the scheduled pickup time.
- 50% of all fees retained and non-refundable for cancellations occurring more than 24 hours but less than 48 hours before the scheduled pickup time.
- No refund for cancellations made less than 24 hours prior to the scheduled pickup time.
- No Show: Should the customer fail to be ready for collection within 90 minutes for airport pickups, or 45 minutes for pickups from other addresses, from the arranged pickup time without notifying us of any delays, the situation will be classified as a “No Show.” In such cases, all fees become non-refundable, and any accrued waiting time will be fully charged.
Postponed Trips: If a booking is moved from a period where cancellation fees apply (“non-Free Cancellation” period) to a time when cancellations are free of charge (“Free Cancellation” period) and subsequently cancelled, charges will apply based on the original booking conditions. Rescheduling a One Way service must occur no later than 4 hours before the scheduled time, and for Hourly Hire service, a minimum of 12 hours notice is required. Special bookings, such as events or reservations spanning multiple consecutive days, cannot be rescheduled if less than 24 hours notice is given. Rescheduling to a “Free Cancellation” period is permitted once and must not exceed 7 days from the original date; any changes beyond this limit will render the booking cancelled.
Last-minute Alterations: Modifications to the booking made less than 30 minutes prior to the scheduled time, moving the pick up time beyond the 15-minute free waiting grace period, will result in extra charges. Delays exceeding 2 hours will be considered as a ‘No Show/Cancellation’, requiring a new booking unless the decision is made to continue with the original reservation by covering the costs for the added waiting time.
5. Conveyance of Animals
Only service animals permitted without prior agreement. Requests for other animals may be accommodated subject to additional charges.
6. Liability & Lost Property Policy
Insurance Coverage: Our vehicles or subcontracted vehicles are fully insured for passenger and third-party claims. However, customer properties are carried at their own risk.
Responsibility for Loss/Damage: Chauffeurz Premium Services Ltd does not assume liability for the loss or damage of personal items. While our vehicles are comprehensively insured, the carriage of passengers’ personal belongings is at their own risk. It is the responsibility of passengers to ensure their items are properly loaded and unloaded. We cannot be held liable for any loss or damage to belongings that are not loaded or unloaded.
Seat Belt Liability: The Highway Code requires seat belt use. Non-compliance releases us from liability in case of accidents.
Accidents and Incidents: Liability is limited to the coverage provided by the driver/subcontractor’s insurer or the fleet’s insurance policy. Chauffeurz Premium Services Ltd is not responsible for any injuries or damages resulting from a passenger’s failure to comply with safety instructions.
Lost Property Policy:
- We maintain records of lost property and make efforts to return the items to owners.
- If an item is believed to be left in a vehicle, please contact us as soon as possible. Efforts are made to return lost property, but we are not responsible for any loss or subsequent distress.
- To assist in the process, it is important to provide as much detail as possible about the lost item, including a description, location within the vehicle, and date and time of the journey.
7. Damage to Vehicles
Customer’s Accountability: Customers are liable for any damages they inflict and will be invoiced accordingly. Should there be a refusal to settle the payment for damages, legal measures may be initiated.
Door Handling Responsibility: It is the chauffeur’s responsibility to open and close vehicle doors. Should a passenger take it upon themselves to do so, they assume liability for any damage that may occur as a result.
Damage/Soiling Responsibility: Clients bear responsibility for any damage or soiling that occurs during the rental period. Charges may be applied to cover the costs of repairs or valeting, including any associated downtime. A cleaning fee of £50.00 will be levied for any soiling of our vehicles that necessitates professional valeting services.
8. Driving Regulations
Child Safety in Vehicles: Chauffeurz Premium Services Ltd adheres strictly to child restraint laws, applicable to children up to 135 cm in height or 12 years of age. Failure to comply with these laws may result in the refusal of service and potential charges for booking cancellation. The parent or guardian accompanying the child is ultimately accountable for the child’s safety throughout the journey.
Seat Belt Liability: The Highway Code requires seat belt use. Non-compliance releases us from liability in case of accidents.
Driver’s Right: The driver can remove or prevent boarding of passengers believed to be harmful or in violation of regulations.
Passenger Behaviour: The chauffeur reserves the right to refuse to continue driving if a passenger displays disruptive, dangerous, or illegal behaviour during the journey.
Customer-Induced Penalties: Customers bear the responsibility for any penalties incurred due to their actions or failure to secure necessary pre-approvals. This encompasses penalties associated with special parking arrangements, building management regulations, and similar circumstances. All such penalties will be directly charged to the customer.
Driving Route: Chauffeurs will select the most appropriate route for the journey. However, customers have the option to request a specific route if they prefer.
9. Luggage Policy
Luggage Limit & Refusal: Luggage weight is restricted according to the type of vehicle. Carrying excess luggage may result in the cancellation of the trip and the imposition of additional fees.
Excess Luggage: The capacity for luggage differs with each vehicle model. Exceeding the luggage limit may result in extra charges or require changes to the booking. Should a customer possess more luggage than permitted by our standard luggage policy, a cancellation fee may be enforced.
Luggage Dimensions:
- Saloon, SUVs, Luxury MPVs – dimensions: 4× Cabin (55×40×25 cm) or 2× Medium (66×44×27 cm) + 1x Cabin or 1× Large (75×52×31 cm) + 2x Cabin or 1× Extra Large (81×55×36 cm) + 1x Cabin.
- Executive or First Class MPVs – dimensions: 12× Cabin (55×40×25 cm) or 6× Medium (66×44×27 cm) + 4x Cabin or 5× Large (75×52×31 cm) + 3x Cabin or 4× Extra Large (81×55×36 cm) + 2x Cabin
10. Missed Flights
Non-Liability for Missed Flights: We are not liable for missed flights due to unforeseeable delays or passenger tardiness. We are not liable for any failure to fulfill or for delays in fulfilling our contractual obligations due to events beyond our control.
11. Smoking and Alcohol
Smoking Prohibition: Smoking is prohibited by law within vehicles.
Alcohol Consumption: Express permission from Chauffeurz Premium Services Ltd is required for the consumption of alcohol in our vehicles.
Alcohol Influence: The chauffeur reserves the right to refuse service to passengers who are under the influence of alcohol.
Violation Penalty: A tax-inclusive charge of £250.00 will be applied for any violation of our non-smoking policy.
12. Duration of Service
Service Duration: Services are provided according to booked durations. Additional time or changes in service may incur extra charges.
Punctuality and Delays: The company is not accountable for delays caused by circumstances beyond our control. Such events include, but are not limited to, natural disasters (storms, floods, snow, earthquake and other similar), wars (invasion, hostilities, civil war), civil unrest (strikes, revolution, rebellions, demonstrations) public health emergencies (epidemic, lockdowns) and failures in public or private telecommunications networks, as well as traffic delays (traffic accidents, fire, closures, police restrictions), vehicle malfunctions (breakdowns, tire punctures) or road closures and traffic restrictions. Customers are advised to allocate adequate time for the completion of their service to accommodate any unforeseeable delays.
Notification and Refund: Should there be a delay on the part of the driver, the company will inform the customer, offer alternative solutions, or process a refund within 14 working days.
Compensation: For significant inconveniences, we offer a compensation voucher worth up to £100.00.
Vehicle/Chauffeur Change: If required, the company reserves the right to substitute a different vehicle or chauffeur.
Termination: The company reserves the right to terminate the service at any moment for any reason.
13. Waiting Time
Complimentary waiting times are offered for airport and standard pickups, with additional time billed accordingly.
- Airport Collection: For collections at UK airports, we offer 60 minutes of complimentary waiting time.
- General Waiting: For all other pickups, a 15-minute complimentary waiting period is provided.
- Waiting Charges: After the complimentary waiting period, charges accrue in 15-minute increments and will be billed to the card provided at the time of booking.
- Incremental Charges: Waiting time charges are calculated in 15-minute increments. Therefore, if the waiting time is 15 minutes or less, it will be considered as one increment. For example, 15 minutes equates to 1 increment, 30 minutes to 2 increments, and so on.
- Waiting Time Charging Rates: For all the vehicles the waiting time charging rate is £100.00/hour
14. General Exceptions
Uncontrolled Events: The company is not accountable for delays caused by circumstances beyond our control. Such events include, but are not limited to, natural disasters (storms, floods, snow, earthquake and other similar), wars (invasion, hostilities, civil war), civil unrest (strikes, revolution, rebellions, demonstrations) public health emergencies (epidemic, lockdowns) and failures in public or private telecommunications networks, as well as traffic delays (traffic accidents, fire, closures, police restrictions), vehicle malfunctions (breakdowns, tire punctures) or road closures and traffic restrictions. Customers are advised to allocate adequate time for the completion of their service to accommodate any unforeseeable delays.
Vehicle Issues: We will endeavour to offer alternative solutions in the event of punctures or breakdowns; however, we cannot guarantee punctuality under these circumstances.
15. Complaints
Immediate Resolution: Immediate resolutions are preferred. In the event of a complaint, please attempt to resolve the issue promptly with the driver or directly with the company.
Complaint Submission: Formal complaints should be lodged in writing within 14 days following the completion of the service. The company is committed to responding within 28 days. When submitting a complaint, please include your contact information, the date of service, specific details of the complaint, any supporting documents, and your desired resolution. Please submit any complaints to: contact@chauffeurz.london.
16. Zero Tolerance Policy
Harassment Policy: Harassment or discrimination against our staff will not be tolerated. Our policy strictly prohibits any form of harassment, discrimination, and rudeness towards our employees and contractors, whether verbal, written or gesture. Should such behaviour occur, we reserve the right to immediately cease providing our services to the involved consumers. Under these circumstances, any payments made for our services will not be subject to refund.
17. Changes to Terms & Conditions
Chauffeurz Premium Services Ltd reserves the right to update these terms to reflect changes in our services or legal requirements.
Intellectual Property and License
All intellectual property related to Chauffeurz Premium Services Ltd is owned by us. Our content, trademarks, and service marks are protected under UK and international laws.
Consumer Rights
For more information on your rights, visit www.citizensadvice.org.uk.
The Company
Chauffeurz Premium Services Ltd is a distinguished private hire vehicle operator, licensed and regulated to offer chauffeur-driven travel by Transport For London (Licence ________) . Our operations are grounded in strict adherence to regulatory compliance and safety standards, ensuring a seamless experience for our clients.
Bookings with Chauffeurz are exclusively managed through direct channels to ensure authenticity and service excellence. Clients are encouraged to make reservations via our dedicated website booking form or by calling us directly at +44 (203) 916 5253.
Chauffeurz Premium Services Ltd directly handles all payment transactions, ensuring a secure and streamlined process through our payment processors. Our chauffeurs are not permitted to collect fares, except in specific scenarios pre-approved by us and communicated to the customer. We reserve the right to cancel any booking based on availability and operational discretion.
Compliance and Contact
Data protection and privacy legislation aim to safeguard individuals’ personal information from unauthorized access, use, disclosure, and destruction. The General Data Protection Regulation (GDPR), a pivotal EU law, governs these aspects, applying to all entities within the European Union. It delineates individuals’ rights concerning their personal data and organizations’ obligations in processing such data. In the UK, the GDPR is enforced through the Data Protection Act 2018, overseen by the Information Commissioner’s Office (ICO), which ensures compliance with data protection and privacy laws.
At Chauffeurz Premium Services Ltd, all customer data is securely stored and solely utilized to enhance customer service. We never disclose customer data to third parties without prior consent. Additionally, we do not retain credit card information. While we engage third-party payment processors with PCI-DSS certification, any errors on their part are beyond our liability.
Rest assured, our company adheres strictly to data protection laws and will only share customer data when mandated by legal obligations.
Applicable Law
Our Terms and Conditions and any related contract are exclusively governed by UK law.
The declaration “The Terms and Conditions and any related contract are exclusively governed by UK law” clarifies that this legal agreement, including its terms and conditions, falls under the jurisdiction of the United Kingdom’s laws. Consequently, any disputes or legal matters stemming from the agreement will be resolved in accordance with UK law.
This provision is standard in contracts to specify the governing law and jurisdiction, ensuring clarity regarding the legal framework within which the agreement operates. By stipulating UK law, the parties can trust that their rights and responsibilities will be clearly outlined and safeguarded by UK courts.
It’s crucial to acknowledge that the choice of governing law carries substantial implications for the parties involved, given that different countries have varying laws and regulations concerning contracts, dispute resolution, and other legal matters. Therefore, specifying UK law helps mitigate potential conflicts and ensures consistency in the interpretation and application of the agreement.
