Terms and Conditions

1. Definitions and interpretation

1.1 In these Terms, the following words have the following meanings.

• Booking means a request for a Service that we have accepted in accordance with clause 3.6.
• Chauffeur means the licensed driver assigned to perform your Service.
• Chauffeur Partner means a licensed private hire driver or operator within our network who performs a Service on our behalf.
• Company, we, us, our means Chauffeurz Premium Services Ltd.
• Customer, you, your means the person or organisation making the Booking.
• Passenger means any person carried under a Booking.
• Service means the transportation and any related services described in clause 8.
• Vehicle Category means one of the categories listed in clause 10.3.
• Working Day means Monday to Friday, excluding public holidays in England. The expression Business Day has the same meaning.

1.2 Headings are for convenience only and do not affect interpretation. The singular includes the plural. A reference to legislation includes any amendment or replacement of it.

1.3 If any provision of these Terms conflicts with a written quotation or booking confirmation issued by us for a specific Booking, the quotation or confirmation prevails for that Booking only.

2. Scope and acceptance

2.1 By accessing or using our website or app, or by making a Booking, you agree to be bound by these Terms.

2.2 These Terms govern all transportation services and other services booked through our website at https://chauffeurz.london, by telephone, by email, by SMS, by WhatsApp or through our app.

2.3 Chauffeurz Premium Services Ltd also operates under the brand name Chauffeurz. References to either name mean the same company.

2.4 We are a private hire vehicle operator licensed and regulated by Transport for London under licence number 010942. Our operations are conducted in accordance with the licensing, compliance and safety standards that this licence requires.

3. Eligibility, booking and acceptance

3.1 You must be at least eighteen years of age and have the legal capacity to enter into contracts.

3.2 All Services must be pre booked in advance through our online platform, by telephone or through our app. Arrangements made directly with a Chauffeur are not valid Bookings and are not covered by these Terms.

3.3 To receive a quotation or to make a Booking, you must provide your full name, contact telephone number and email address. Without these details we cannot assist you further, and a Booking cannot be completed.

3.4 By providing your contact details you consent to us communicating with you for the purposes of delivering the Service. Your information is handled in accordance with clause 21.

3.5 Online Bookings must be made at least four hours in advance during office hours. We will endeavour to cover Bookings made at shorter notice, but we cannot guarantee availability. For Bookings outside this notice period, please call +44 (0203) 826 4125.

3.6 Your Booking request is an offer. A contract is formed only when we issue a written confirmation by email. We may decline a Booking, and we may cancel a confirmed Booking, on grounds of availability or operational discretion. Where we cancel and you are not at fault, any sum you have paid for that Booking is refunded in full.

3.7 Quoted prices apply to travel within the United Kingdom. Please contact us for European travel arrangements.

4. Prices and payment

4.1 Bookings are priced according to our agreed tariff. A quotation will be provided for Services falling outside the standard tariff.

4.2 All prices are quoted in pounds sterling. Chauffeurz Premium Services Ltd is not currently registered for Value Added Tax, so no VAT is added to the price you are quoted and no VAT invoice can be issued.

4.3 All Bookings require prepayment. Accepted methods are credit card, debit card and bank transfer. Cheques and cash are not accepted. This clause does not apply to approved account holders, who are invoiced in accordance with clause 7.

4.4 We do not apply any surcharge or handling fee for paying by card or through an electronic payment service. The price you are quoted is the price you pay, whichever accepted method you choose.

4.5 We handle all payment transactions directly through our payment processors. Chauffeurs are not permitted to collect fares, except in specific circumstances approved by us in advance and communicated to you.

4.6 We do not retain credit or debit card details. Payments are processed by third party providers certified to PCI DSS standards. We are not liable for errors on the part of those providers.

5. Additional charges

5.1 The following charges apply in addition to the quoted fare. Where a charge can be calculated in advance, it is shown to you before you complete payment.

Time based surcharges

• Bookings between 22:00 and 06:00 carry a surcharge of ten per cent.
• During train and bus strikes, a surcharge of ten per cent applies during rush hours, from 07:30 to 09:30 and from 16:30 to 18:30.
• Online prices are not available for public and bank holidays. An additional charge of one hundred per cent applies at Easter, Christmas and New Year. Other bank holidays may carry an additional surcharge.

Road user charges, tolls and parking

• Journeys through the Central London Congestion Charge Zone carry a fee of £18.00 per day, charged at the rate set by Transport for London and adjusted whenever that rate changes.
• Depending on the itinerary, a journey may also incur other road user charges, including the Ultra Low Emission Zone charge, the Dartford Crossing, the Blackwall and Silvertown tunnel charges, motorway and bridge tolls, and parking fees. These are passed on at the amount actually incurred, with no mark up.
• Fixed airport pick up rates, covering parking, range from £7.50 to £25.00. The airport drop off fee is £5.00.

Service based charges

• Each additional separate pick up or drop off location added to the route: £10.00.
• Out of Area journeys, as defined in clause 8.6: £1.00 per mile for all Vehicle Categories.
• Mileage on Hourly Hire beyond the included allowance: £2.50 per mile.
• Waiting time beyond the complimentary period: £100.00 per hour, charged in fifteen minute increments, as set out in clause 9.
• Professional valeting where a Vehicle has been soiled: £50.00.
• Breach of the non smoking policy: £250.00, inclusive of tax.

5.2 Charges also apply for extra waiting time, additional stops, extended service time and itinerary changes requested during or after a Service.

6. Payment of charges arising after travel

6.1 Charges arising during or after a Service, including extra waiting time, additional stops, extended service time and itinerary changes, may be processed automatically from the card provided at the time of Booking. An updated invoice is emailed to you after the transaction.

6.2 For Services spanning consecutive days, all additional charges are consolidated and communicated by email, together with a single payment link, after the final trip.

6.3 Payment must be made within twelve hours of receiving that notification. If payment is not received within this period, the card originally provided is charged automatically. If automatic billing is not possible, you will receive an email containing a payment link.

6.4 Invoices must be settled within seven Working Days.

6.5 Where the Customer is a business, interest and compensation on late payment apply in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

6.6 Refunds are issued in cases of service failure, upon agreement, and in the circumstances set out in clause 13.

7. Business accounts

7.1 Account facilities are available to United Kingdom companies, subject to credit checks.

7.2 Invoices are issued weekly with a fourteen day payment term. Account holders are not required to prepay individual Bookings.

7.3 Late payments are subject to charges under the Late Payment of Commercial Debts (Interest) Act 1998.

7.4 Where the Customer is acting in the course of a business, the Booking is a business to business contract. Statutory rights conferred on consumers, including those under the Consumer Rights Act 2015, do not apply, and the liability provisions in clause 18.4 apply instead.

8. Types of service

8.1 One Way

A single trip starting at one point and ending at another, with the possibility of additional stops along the route. Charges are based on distance and waiting time. Changes made after Booking may result in additional charges.

8.2 Hourly Hire

The minimum booking duration is four hours, which covers up to forty miles within London. An additional ten miles are included for every further hour booked, up to a maximum of one hundred miles for Bookings of ten hours or more. Miles beyond these limits are charged at £2.50 per mile.

For journeys beyond the boundaries of London, outside the M25, a distinct charge applies. Booked hours must be used consecutively and cannot be divided across different periods of the day. Minimum charges apply to single trips only, and do not apply to airport transfers.

8.3 Daily Hire

A minimum of eight hours of hire per day.

8.4 Multi Day Hire

A Booking spanning two or more consecutive days. The cancellation terms in clause 13.5 apply to this type of Service.

8.5 Extra Stop

An additional charge of £10.00 applies for each separate additional drop off or pick up location included in the route.

8.6 Out of Area

A charge applied to trips where both the pick up and the drop off are outside London, beyond the M25. It covers the cost of operating outside our usual service area. The charge is £1.00 per mile for all Vehicle Categories, with mileage calculated on the distance from Central London, Hyde Park Corner, to the pick up point.

9. Waiting time and no shows

9.1 We provide sixty minutes of complimentary waiting time for collections at United Kingdom airports, and fifteen minutes for all other collections.

9.2 Where you have supplied a flight number, complimentary airport waiting time runs from the actual landing time recorded by our flight monitoring system, not from the scheduled arrival time. If your flight is delayed, your Chauffeur waits, at no additional charge.

9.3 After the complimentary period, waiting time is charged in fifteen minute increments and billed to the card provided at the time of Booking. Fifteen minutes or less counts as one increment, thirty minutes as two increments, and so on.

9.4 The waiting time rate is £100.00 per hour for all Vehicle Categories.

9.5 If a Passenger is not ready for collection within ninety minutes of the arranged pick up time at an airport, or within forty five minutes at any other address, and we have not been notified of the delay, the Booking is classified as a No Show. All fees become non refundable and any accrued waiting time is charged in full.

10. Vehicles and our chauffeur partner network

10.1 We operate through a curated network of licensed chauffeur partners. Central dispatch matches each Booking to an available partner holding the appropriate licence and insurance.

10.2 Vehicles supplied through the network are not older than seven years.

10.3 Vehicles are classified into the following categories.

• Budget: Saloon, Estate, MPV and Eight Seater.
• Executive Saloon: Mercedes E Class or equivalent.
• Executive MPV: Mercedes V Class or equivalent.
• First Class Saloon: Mercedes S Class, BMW 7 Series or equivalent.
• First Class MPV: Mercedes V Class or equivalent.
• Luxury Saloon and SUV: Rolls Royce, Bentley, Range Rover Autobiography or equivalent.
• Luxury MPV: Senzati Jet Class or equivalent.

10.4 Bookings in the First Class and Luxury categories carry a surcharge according to the class selected.

10.5 We will endeavour to accommodate requests for a specific vehicle or Chauffeur, but availability cannot be guaranteed. We may substitute a vehicle or Chauffeur of equivalent standard where necessary.

10.6 Where no partner within our network is available, we may sub contract the Service to an equally reputable provider. All sub contracted vehicles are licensed and insured for passenger and third party claims, and these Terms continue to apply.

10.7 Some vehicles are fitted with dash cameras approved by Transport for London, for security purposes. The microphone remains disabled in order to protect passenger privacy. If you prefer not to be recorded, please inform us in advance.

11. Luggage

11.1 Luggage capacity is restricted according to the vehicle type. Carrying excess luggage may result in additional fees, a change to the Booking, or cancellation of the trip. A cancellation fee may be applied where a Customer presents more luggage than the Booking permits.

11.2 Luggage allowances by vehicle type are as follows.

Saloons, SUVs and Luxury MPVs: four cabin cases at 55 by 40 by 25 centimetres, or two medium cases at 66 by 44 by 27 centimetres plus one cabin case, or one large case at 75 by 52 by 31 centimetres plus two cabin cases, or one extra large case at 81 by 55 by 36 centimetres plus one cabin case.

Executive and First Class MPVs: twelve cabin cases at 55 by 40 by 25 centimetres, or six medium cases at 66 by 44 by 27 centimetres plus four cabin cases, or five large cases at 75 by 52 by 31 centimetres plus three cabin cases, or four extra large cases at 81 by 55 by 36 centimetres plus two cabin cases.

11.3 If you are travelling with oversized items such as sports equipment, musical instruments or a wheelchair, please tell us at the time of Booking so that a suitable vehicle can be assigned.

11.4 Passengers are responsible for ensuring their belongings are properly loaded and unloaded.

12. Airport, cruise port and rail collections

12.1 Where you supply a flight, train or vessel arrival reference at the time of Booking, we monitor the scheduled arrival and adjust the collection time accordingly, at no additional charge.

12.2 It is your responsibility to provide the correct arrival reference and terminal. We are not liable for a failed collection resulting from incorrect or incomplete arrival details.

12.3 If your flight is diverted, cancelled or rescheduled, please contact us as soon as possible. Where the Service can no longer be performed as booked, a new Booking may be required and the cancellation terms in clause 13 apply.

12.4 We are not liable for missed flights or missed departures caused by unforeseeable delays or by Passenger tardiness. We are not liable for any failure to fulfil, or delay in fulfilling, our obligations due to events beyond our control, as set out in clause 17.

12.5 Passengers are advised to allow adequate time to complete their journey, in order to accommodate any unforeseen delays.

13. Changes, cancellations and refunds

13.1 You may cancel by contacting customer service, by email, or through the online booking platform. If you are unable to cancel yourself or to reach us by telephone, an email sent within the free cancellation period is the only valid proof of cancellation.

13.2 Contracts for passenger transport services are exempt from the fourteen day right to cancel that applies to most distance contracts, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation terms below apply instead.

13.3 One Way

• Full refund for cancellations made more than twelve hours before the scheduled pick up time.
• Fifty per cent of all fees is retained and non refundable for cancellations made more than four hours but less than twelve hours before the scheduled pick up time.
• No refund for cancellations made less than four hours before the scheduled pick up time.

13.4 Hourly Hire

• Full refund for cancellations made more than twenty four hours before the scheduled pick up time.
• Fifty per cent of all fees is retained and non refundable for cancellations made more than twelve hours but less than twenty four hours before the scheduled pick up time.
• No refund for cancellations made less than twelve hours before the scheduled pick up time.

13.5 Multi Day Hire, two or more consecutive days

• Full refund for cancellations made more than forty eight hours before the scheduled pick up time.
• Fifty per cent of all fees is retained and non refundable for cancellations made more than twenty four hours but less than forty eight hours before the scheduled pick up time.
• No refund for cancellations made less than twenty four hours before the scheduled pick up time.

13.6 No Show

The No Show terms in clause 9.5 apply. All fees become non refundable and accrued waiting time is charged in full.

13.7 Refund timing

Refunds for valid free cancellations are returned to your account within fourteen Working Days.

13.8 Postponed trips

If a Booking is moved from a period in which cancellation fees apply to a period in which cancellation is free of charge, and is subsequently cancelled, charges apply on the basis of the original booking conditions.

Rescheduling a One Way Service must take place no later than four hours before the scheduled time. For Hourly Hire, a minimum of twelve hours notice is required. Special bookings, such as events or reservations spanning multiple consecutive days, cannot be rescheduled if less than twenty four hours notice is given.

Rescheduling into a free cancellation period is permitted once, and the new date must fall within seven days of the original date. Any change beyond this limit renders the Booking cancelled.

13.9 Last minute alterations

Alterations made less than thirty minutes before the scheduled time, which move the pick up beyond the fifteen minute free waiting grace period, result in additional charges. A delay exceeding two hours is treated as a No Show or cancellation, and a new Booking is required unless you choose to proceed with the original reservation and cover the cost of the additional waiting time.

14. Passenger conduct and care of vehicles

14.1 The Chauffeur may refuse to carry, or may require the removal of, any Passenger believed to present a risk of harm or to be in breach of these Terms or of the law. The Chauffeur may decline to continue a journey if a Passenger behaves in a disruptive, dangerous or unlawful manner.

14.2 Smoking is prohibited by law in all vehicles. A charge of £250.00, inclusive of tax, applies to any breach of the non smoking policy.

14.3 Express permission from us is required before alcohol may be consumed in a vehicle. The Chauffeur may refuse service to any Passenger who is under the influence of alcohol.

14.4 Customers are liable for any damage they cause and are invoiced accordingly. Legal proceedings may follow a refusal to settle. A cleaning fee of £50.00 applies to any soiling that requires professional valeting, and further charges may apply to cover repairs and associated vehicle downtime.

14.5 The Chauffeur is responsible for opening and closing vehicle doors. Passengers who choose to do so themselves assume liability for any resulting damage.

14.6 The Highway Code requires the use of seat belts. Non compliance releases us from liability in the event of an accident.

14.7 Customers are responsible for any penalties incurred as a result of their own actions or their failure to obtain necessary pre approvals. This includes penalties relating to special parking arrangements and building management regulations. Such penalties are charged directly to the Customer.

14.8 Chauffeurs select the most appropriate route for the journey. Customers may request a specific route if they prefer.

14.9 Harassment, discrimination or rudeness towards our staff, employees or contractors, whether verbal, written or gestural, is not tolerated. Where such behaviour occurs, we may cease providing our services immediately, and payments made for those services are not refunded.

15. Children

15.1 We adhere strictly to child restraint law, which applies to children up to 135 centimetres in height or twelve years of age.

15.2 If you require a child or booster seat, please tell us at the time of Booking, stating the age and height of each child, so that we can confirm what can be provided and whether a charge applies.

15.3 Failure to comply with child restraint law may result in refusal of service and in charges for booking cancellation. The parent or guardian accompanying the child remains accountable for the child's safety throughout the journey.

16. Animals

16.1 Service animals are carried without prior agreement. Requests to carry other animals may be accommodated, subject to prior agreement and additional charges.

17. Delays and events beyond our control

17.1 Services are provided for the durations booked. Additional time, or a change to the Service, may incur further charges.

17.2 We are not accountable for delays caused by circumstances beyond our control. Such events include, but are not limited to, natural disasters such as storms, floods, snow and earthquakes; war, invasion, hostilities and civil war; civil unrest, including strikes, revolution, rebellion and demonstrations; public health emergencies, including epidemics and lockdowns; failures in public or private telecommunications networks; traffic delays caused by accidents, fire, closures or police restrictions; vehicle breakdowns and tyre punctures; and road closures or traffic restrictions.

17.3 Where a delay is attributable to us, we will inform you, offer an alternative solution, or process a refund within fourteen Working Days.

17.4 For significant inconvenience, we offer a compensation voucher to the value of up to £100.00. This does not affect your statutory rights.

17.5 We may substitute a different vehicle or Chauffeur where required.

17.6 We may terminate a Service in progress where clause 14 applies, where continuing would be unlawful, or where continuing would compromise the safety of any person.

17.7 In the event of a puncture or breakdown, we will endeavour to provide an alternative solution, but punctuality cannot be guaranteed in those circumstances.

18. Liability

18.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

18.2 Our vehicles, and those of sub contracted providers, are fully insured for passenger and third party claims. Customer property is carried at the Customer's own risk. We do not accept liability for the loss of or damage to personal items, and we cannot be held liable for belongings that we did not load or unload.

18.3 Subject to clause 18.1, our liability for accidents and incidents is limited to the cover provided by the insurer of the Chauffeur or sub contractor, or by the applicable vehicle insurance policy. We are not responsible for injury or damage resulting from a Passenger's failure to comply with safety instructions.

18.4 Where the Customer is a business, and subject to clause 18.1, our total liability arising out of any Booking is limited to the price paid for that Booking, and we are not liable for loss of profit, loss of business, loss of contract or any indirect or consequential loss.

18.5 Nothing in these Terms affects the statutory rights of a consumer under the Consumer Rights Act 2015, including the right to have a service performed with reasonable care and skill.

19. Lost property

19.1 We maintain records of lost property and make reasonable efforts to return items to their owners. If you believe an item has been left in a vehicle, please contact us as soon as possible.

19.2 To assist the search, please provide as much detail as possible, including a description of the item, its location within the vehicle, and the date and time of the journey.

19.3 We are not responsible for any loss, or for any distress arising from a loss.

20. Complaints and dispute resolution

20.1 We prefer immediate resolution. If a problem arises, please raise it promptly with the Chauffeur or directly with us.

20.2 Formal complaints should be submitted in writing within fourteen days of the completion of the Service, to contact@chauffeurz.london. We respond within twenty eight days.

20.3 Please include your contact information, the date of service, the specific details of your complaint, any supporting documents, and the resolution you are seeking.

20.4 If we are unable to resolve your complaint, you may refer the matter to Transport for London as our licensing authority, or seek advice from the Citizens Advice consumer service at www.citizensadvice.org.uk.

21. Data protection and privacy

21.1 We process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018, under the supervision of the Information Commissioner's Office. Our full Data Protection Policy is available at https://chauffeurz.london/gdpr-data-protection-policy/

21.2 We do not sell personal data, and we do not disclose it to third parties for their own marketing purposes.

21.3 To deliver your Service we share the minimum information necessary with the Chauffeur Partner or sub contracted operator performing that Service, ordinarily your name, contact number, pick up and drop off details and flight reference. Every such partner is contractually bound to use that information solely to perform the Service and to protect it to the same standard we apply.

21.4 We also share payment information with our certified payment processors, and we disclose data where we are required to do so by law, by a court, or by our licensing authority.

21.5 We do not retain credit or debit card details. Payment processors engaged by us hold PCI DSS certification. Errors on their part fall outside our liability.

21.6 Dash camera footage is retained for a limited period, as set out in our Data Protection Policy, and is accessed only for security, insurance or legal purposes.

22. Intellectual property

22.1 All intellectual property relating to Chauffeurz Premium Services Ltd, including our content, trade marks and service marks, is owned by us and protected under the law of the United Kingdom and international law. No licence to use it is granted by these Terms.

23. Changes to these Terms

23.1 We may update these Terms to reflect changes in our services or in legal requirements. The version in force at the time your Booking is confirmed applies to that Booking.

24. General

24.1 If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.

24.2 A failure or delay by us in enforcing any provision does not amount to a waiver of it.

24.3 We may assign or sub contract our rights and obligations. You may not transfer your rights under a Booking without our written consent.

24.4 A person who is not a party to the contract has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

24.5 These Terms, together with your booking confirmation, form the entire agreement between us in relation to a Booking.

25. Governing law and jurisdiction

25.1 These Terms, and any contract formed under them, are governed by the law of England and Wales.

25.2 The courts of England and Wales have exclusive jurisdiction over any dispute arising from them. If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country in which you are resident.

25.3 For general information about your rights as a consumer, visit www.citizensadvice.org.uk.