Frequently Asked Questions

Frequently Asked Questions

Booking and Payment FAQs

Q1: What are the requirements for booking a service?

• You must be 18 years or older and provide your full name, contact number, and email address to complete a booking. Pre-booking is required via our online platform, telephone, or app.

Q2: What payment methods are accepted?

• We accept credit cards and PayPal. All bookings require prepayment, and cheques or cash are not accepted.

Q3: Are there surcharges for credit/debit card payments?

• Yes, payments made by credit/debit card may incur a surcharge to cover transaction fees.

Q4: How are additional charges calculated for bookings?

• Additional charges may apply for bookings between 10:00 PM and 6:00 AM, during public holidays, and for airport parking fees. These include a 10% surcharge during specified rush hours and on train/bus strike days, a 100% additional charge on major holidays, and fixed airport parking fees.

Q5: What is the cancellation policy for standard bookings?

• Cancellations made more than 12 hours before pickup are fully refunded. Cancellations made 6-12 hours before pickup incur a 50% fee, and those made less than 4 hours before are not refunded.

Q6: What is the refund policy?

• Refunds are processed in cases of service failure, with funds returned to the client’s account within 10 business days following agreement.

Q7: What should I do if I need to cancel my booking?

• You can cancel your booking via our customer service, email, or the online booking platform. Proof of cancellation is required for refunds.

Q8: Can I book a service outside of regular hours?

• Yes, but bookings outside normal office hours require a minimum of 4 hours’ notice and may incur additional charges if special arrangements need to be made.

Q9: What are the financial penalties for late payment?

• Late payments may attract interest charges and additional fees under the Payment of Commercial Debts Act 1998.

Q10: How is the service charge applied?

• A £5 service charge is applied to all transactions to cover administrative costs, ensuring 24/7 customer support and maintenance of our booking platform.

Vehicle and Service FAQs

Q11: What types of vehicles are available for booking?

• Our fleet includes Executive, First Class, and Luxury vehicles such as the Mercedes E-Class, BMW 7 Series, and similar models. We also offer Luxury MPVs and SUVs like the Senzati Jet Class.

Q12: Can I request a specific type of vehicle for my booking?

• While we strive to accommodate vehicle preferences, availability cannot be guaranteed, and substitutions may be made as necessary.

Q13: Are the vehicles equipped with any security features?

• Some vehicles are equipped with TfL-approved dashboard cameras for security purposes; however, microphones are disabled to ensure passenger privacy.

Q14: What are the charges for extra stops made during a trip?

• Each additional stop on a route incurs an extra £10.00 charge.

Q15: What happens if I exceed the mileage limit on a booked service?

• Extra mileage charges apply if you exceed the included mileage limit, charged at £2.50 per mile outside the included distance.

Safety and Compliance FAQs

Q16: How does Chauffeurz ensure passenger safety?

• We adhere strictly to child restraint laws and vehicle safety regulations. All vehicles are fully insured, and drivers are trained to handle various safety protocols.

Q17: What is the policy for transporting animals?

• Only service animals are allowed without prior agreement. Requests for transporting other animals might be accommodated subject to additional charges.

Q18: What is the company’s smoking and alcohol policy in the vehicles?

• Smoking is prohibited within all vehicles. Alcohol consumption requires prior permission, and service may be refused to passengers under the influence.

Q19: Are there any penalties for damaging the vehicles?

• Yes, customers are liable for any damages they cause. Charges for repairs or cleaning due to soiling are applied, with legal action possible for non-payment.

Q20: What should I do if I lose an item in one of your vehicles?

• Contact our customer service immediately. While we make efforts to return lost items, we are not responsible for any loss or distress caused by lost belongings.

Miscellaneous FAQs

Q21: What are the conditions for using promotional codes or vouchers?

• Promotional codes and vouchers are subject to specific terms and may only be valid for a limited time or for certain service types.

Q22: How can I ensure that my preferred travel itinerary is followed?

• While chauffeurs typically choose the most efficient route, passengers may request specific routes at the time of booking to accommodate personal preferences.

Q23: What is your policy on handling complaints?

• Complaints should be addressed promptly with the driver or our customer service team. Formal complaints must be submitted in writing within 14 days of the service date.

Q24: What is the procedure for dealing with “No Show” situations?

• If you are not present for your pickup and do not notify us of delays within the specified waiting time, it is considered a “No Show,” and all fees are non-refundable.

Q25: How do you handle privacy and data protection?

• We comply with GDPR and have a strict policy detailed in our Data Protection Policy to safeguard personal data against unauthorized access or use.

Q26: What are the general exceptions to service delays or cancellations?

• We are not responsible for delays caused by events beyond our control, such as severe weather, strikes, or public emergencies.

Q27: Can I make amendments to a confirmed booking?

• Changes to bookings may incur additional charges, especially if they involve extended wait times or additional mileage.

Q28: What happens if I arrive late for my scheduled pickup?

• Delays in arrival over the specified grace period without notification are treated as a “No Show” and are subject to full charges.

Q29: How are disputes or disagreements handled under your service agreement?

• All disputes are subject to resolution under UK law, as detailed in our terms and conditions.

Q30: Are there any specific policies for booking during public holidays or special events?

• Yes, bookings during public holidays or special events such as Christmas or New Year may have higher rates and additional surcharges.

Q31: How do you ensure that your subcontracted vehicles meet your standards?

• All subcontracted vehicles are thoroughly vetted to meet our licensing and insurance standards before being approved for passenger service.

Q32: What are the benefits of opening an account with Chauffeurz?

• Account holders enjoy facilitated booking processes, potentially better rates, and are subject to credit checks to ensure reliability and prompt payment.

Q33: What are your policies regarding passenger conduct during the service?

• We maintain a zero-tolerance policy towards harassment or inappropriate behavior towards our staff or drivers. Violations may result in immediate termination of service without refund.

Q34: What legal actions can be taken against passengers who cause damage?

• Passengers who cause damage to vehicles may be billed for repairs, and refusal to pay can lead to legal action based on the extent of the damage.

Q35: How are payment disputes handled?

• Payment disputes are reviewed on a case-by-case basis, with efforts made to resolve issues amicably. Unresolved disputes may result in legal action or service termination.

Q36: What are the specifics of the liability coverage for your services?

• Our liability coverage includes insurance for passenger and third-party claims, but does not cover personal item losses that passengers might incur.

Q37: Are there any specific regulations for driving through restricted or congested zones?

• Yes, driving through restricted or congestion charge zones incurs additional fees, and passengers are responsible for paying these charges.

Q38: What are the guidelines for vehicle cleanliness and maintenance?

• Vehicles are regularly cleaned and maintained to ensure high standards of hygiene and performance. A fee may be charged for cleaning if excessive soiling occurs during a service.

Q39: How are emergency situations handled during a service?

• In emergencies, drivers are trained to prioritize passenger safety and contact emergency services if necessary. Emergency procedures are in place to handle such situations promptly.

Q40: What are the procedures if a vehicle breaks down during a service?

• In the event of a vehicle breakdown, alternative transportation is arranged, and efforts are made to minimize inconvenience to passengers.