Terms & Conditions / Reservation Agreement

At Chauffeur Services London (CSL), we are committed to delivering a seamless, luxurious and punctual chauffeur experience. These Terms constitute a legally binding Reservation Agreement between you (the Client) and us.

By booking via website, email, phone or WhatsApp, you confirm you are 18+ and accept these terms. Minimum 6 hours notice required for standard vehicle preparation. For Airport, Wedding & VIP we strongly recommend 24–48 hours for 【entity-Mercedes¦canonical_name=Mercedes-Benz】 V-Class, S-Class, E-Class availability.

All bookings receive a unique reservation number. A booking is only confirmed after written email confirmation from us. Verbal quotes are estimates until confirmed in writing.

• Client must provide accurate pickup address, drop-off, flight number, luggage count, passenger count including children, and contact number.
• Email for bookings: info@chauffeurserviceslondon.co.uk
• Less than 6 hours: We reserve right to allocate any available vehicle of equal or higher class.
• Quotations valid for 7 days unless specific date/time quoted.

• Payment Methods: Bank Transfer, Debit/Credit Cards, Secure Payment Link. All prices include VAT unless stated otherwise.
• Deposits: For Weddings, Events & Multi-Day Tours, a 50% non-refundable deposit is required to secure booking. For other bookings we may require 20-40% deposit. Deposit is non-refundable even if cancelled within the 10% window - the table below applies to the balance.
• International Transfers: Must arrive as CLEARED FUNDS in GBP net of all bank charges, FX fees and transfer fees. Client bears all charges. Booking not dispatched until funds cleared.
• Payment Flexibility: For bookings made less than 3 hours before pickup, we allow 1h 30m flexibility to clear payment. If not cleared, we may release vehicle.
• Failed Payments & Chargebacks: If card payment fails or is charged back, client remains liable for full fare plus £45 admin fee plus any bank fees.

Cancellation must be in writing by email with reservation number. Time is calculated from scheduled UK pickup time, not booking time. 48H = 48 calendar hours.

• No-Show: If client fails to arrive, contact us, or board, no refund. We will always attempt to call/message before marking as no-show.
• Client Contact: Client must keep phone on. We are not liable if we cannot reach you.

We will try to accommodate amendments but we reserve right not to accept amendments made less than 24 hours prior to pickup. Any amendment may result in price recalculation. Adding stops, changing route, extending time or changing vehicle class will be charged additionally.

• Fixed Price Basis: One-way transfers are fixed for direct route. If client requests detour/diversion, fare recalculated.
• Hourly Hire: Includes 10 miles per hour. Excess mileage charged at £2.50/mile for E/S-Class, £3.50/mile for V-Class/Minibus.
• Extra Stops: Unscheduled stops £15 per stop within 5 miles, beyond that recalculated.
• Overtime: If hire exceeds booked time, charged in 30-minute increments at pro-rata hourly rate.
• Tolls & Charges: Dart Charge, M6 Toll, Heathrow Drop-off (£6-£10), Airport Parking, Congestion Charge (£15/day), ULEZ (£12.50/day) at cost, even if incurred due to client-requested route or diversion.
• Late Night Surcharge: 20% surcharge on base fare for pickups between 10pm-6am.
• Child Seats: Provided free on request at time of booking (1x infant, 1x booster). If not requested, driver cannot provide one roadside.
• Route: Chauffeur will follow fastest route via navigation unless client directs otherwise. If client directs longer route, extra mileage/time charged.

• Capacity: Client must not exceed seating capacity with seatbelts. Driver will refuse excess passengers - no refund.
• Strict No Smoking & No Vaping: Results in £250+ deep cleaning fee.
• Alcohol & Drugs: Consumption prohibited in vehicle. Intoxicated passengers may be refused.
• Seatbelts: Mandatory for all passengers. Client responsible for children. Child seats must be requested at booking - driver cannot be liable if not requested.
• Conduct: No abusive behaviour to chauffeur. No asking chauffeur to break speed limits, traffic laws or drive dangerously.
• Food & Drink: No messy foods. Spillages charged as soiling.

• Professional, experienced and licensed chauffeurs, smartly dressed, PCO approved.
• Vehicles cleaned, sanitised and non-smoking, presented in immaculate condition.
• Meet & Greet at airports with name board in arrivals (unless client requests curbside).
• We adhere to legal drivers hours - 45 min break every 4.5 hours on long journeys.
• Regulatory on-the-spot checks may occasionally cause short delays - beyond our control.

We are comprehensively insured for passenger and third-party liability as per UK law. Our insurance does NOT cover client personal belongings, cash, jewellery, electronics or luggage - we strongly recommend travel insurance.

We do NOT accept responsibility for: weather, traffic congestion, road closures, mechanical breakdown beyond reasonable control, theft or damage to personal property unless proven negligence by us, items left in vehicle, missed flights/trains/events if client did not allow sufficient time (we recommend 3 hours before long-haul flight, 2 hours before short-haul/Eurostar).

Client is fully liable for any damage, soiling, or excessive wear caused by passengers during hire, including time lost while vehicle is off-road for repair/cleaning.

• Minimum valeting fee for minor soiling: £150
• Smoking/Vaping deep clean: £250+
• Major soiling, vomit, spills requiring shampoo: £350+
• Lost property held for 14 days only. Return by courier at client cost + £25 handling.

We are not liable for failure or delay due to events beyond reasonable control: strikes, riots, terrorism, severe weather, road closures, accidents, pandemics, government restrictions, airport closures.

In such events, we will offer to reschedule or issue a credit note for future travel at our discretion. No cash refund is guaranteed in force majeure.

• Data We Collect: Name, phone, email, pickup/drop-off addresses, flight numbers, passenger count, payment details (processed via secure third party - we do not store full card numbers).
• Purpose & Lawful Basis: To fulfil booking (Contract), provide updates (Legitimate Interest), comply with legal/tax obligations (Legal Obligation).
• Sharing: Only with payment processors, dispatch software, and vetted partner chauffeur provider if your booking is assigned - never sold for marketing.
• Retention: Up to 6 years for accounting/legal compliance, then deleted.
• Your Rights: Access, correction, deletion, objection via info@chauffeurserviceslondon.co.uk. You have right to lodge complaint with ICO (ico.org.uk). Marketing only with explicit opt-in.

• These Terms governed by laws of England & Wales with exclusive jurisdiction of courts of England & Wales.
• Complaints must be made within 48 hours of hire with reservation number - we aim to resolve within 7 business days.
• We reserve right to refuse any booking we deem risky or unsuitable.

For safety and comfort, please respect vehicle capacities. If luggage exceeds capacity, an additional vehicle may be required at extra cost.

• Oversized Luggage: Golf clubs, skis, surfboards, prams must be declared at booking. May require V-Class upgrade.
• Animals: Small pets only in secure carrier with prior approval. No pets on seats. Cleaning fee applies if soiling occurs.
• Assistance Dogs: Registered assistance dogs are carried free of charge at all times in accordance with Equality Act 2010. No carrier required and no extra cleaning fee unless soiling occurs. Please inform us at booking.

• Flight Monitoring: We monitor actual landing time (not scheduled) using flight number provided. Ensure flight number is correct.
• Flight Delays: If flight delayed but same day, we will adjust pickup free of charge within reason. Long delays (>4h) may incur waiting/parking.
• Diversions: If flight diverted to different London airport, surcharge applies for extra mileage/time. If diverted outside London, treated as cancellation and new booking required.
• Parking: First 45 mins parking at airport included. After that at cost (£8-£15 per hour depending on airport). Client liable.
• Cancellations: If flight cancelled, client must notify us ASAP. Cancellation policy applies unless we can reallocate driver.

For tours exceeding 8 hours or requiring overnight stay:

• Driver accommodation must be provided by client - minimum 4-star hotel or equivalent with private room, not shared.
• Meals allowance of £40 per day if away from London base, unless client provides meals.
• Maximum driving time 11 hours per day including breaks. 45-minute break every 4.5 hours is legally required and will be taken.
• Fuel and overnight parking/tolls are included in quoted mileage but EV charging time (if applicable) is part of hire time.
• If tour extends beyond quoted days/hours due to client request, overtime at hourly rate applies.

To maintain service levels during peak demand or breakdown, we reserve the right to:

• Substitute vehicle with another of equal or higher class (e.g., S-Class for E-Class, V-Class for Vito) at no extra cost to you.
• Assign your booking to a vetted partner chauffeur provider of equal or higher standard. Service standards and these Terms remain applicable. You will be notified if this occurs.
• In case of mechanical breakdown, we will provide replacement vehicle as quickly as possible. No liability for delay beyond hire charge.

Chauffeur may refuse to start or may terminate journey mid-way (without refund) if:

• Client or passenger is abusive, threatening, intoxicated, or under influence of drugs.
• Client instructs driver to break law - speed, use phone while driving, carry excess passengers, park illegally, or carry illegal items.
• Vehicle is at risk of damage/soiling due to passenger conduct.
• Client requests stop in restricted area resulting in fine - client liable for fine + £45 admin fee.

• Entire Agreement: These Terms plus your booking confirmation constitute entire agreement between you and us.
• Severability: If any provision found invalid/unenforceable, remaining provisions remain in full force.
• Waiver: Failure to enforce any right does not waive that right.
• Assignment: You may not assign booking without written consent. We may assign to partner provider as per Section 19.
• Third Party Rights: No third party rights under Contracts (Rights of Third Parties) Act 1999 except chauffeur/driver may enforce conduct provisions.