General Terms and Conditions of Business · Last updated: 5 April 2022 · Governed by English Law
By instructing Knightsbridge Chauffeurs Ltd to proceed with a booking, you confirm that you have read, understood, and accepted all the policies outlined below.
1. Booking Confirmation & Service Provision
- Eligibility: To place an order via our website, telephone, or email, you confirm that you are at least 18 years old and possess the legal capacity to enter into binding contracts.
- Direct Bookings Only: As a TfL-licensed private hire operator, we accept reservations exclusively from clients directly. Our chauffeurs are not permitted to accept work on our behalf. Please submit all booking requests via our website, email, or phone.
- The Contract: The agreement for services is strictly between Knightsbridge Chauffeurs Ltd and the individual or entity making the booking (whether that is a passenger, a company, or an agent).
- Payment Handling: All payments must be settled directly with our office. Drivers are never authorised to handle cash or card payments.
- Service Control: We retain full responsibility for the execution of all bookings and any liabilities arising from the transportation.
- Right to Refuse: We reserve the right to cancel any booking at our discretion. Should this occur, you will be notified immediately via phone, email, or SMS.
2. Making a Reservation
Our team is committed to providing exceptional service; however, certain journeys require a minimum of 24 hours’ notice to prepare the appropriate vehicle. All quoted rates are in GBP and cover the journey from the designated pickup point (A) to the drop-off point (B), unless the trip involves an airport transfer or a fixed-price package.
To receive a quote or confirm a booking, you must supply your full name, contact number, and email address. Failure to provide accurate details may result in us being unable to assist you.
3. Online Bookings & Pricing Accuracy
- Booking Approval: All reservations made through our website are subject to final confirmation by our team.
- Pricing Errors: In the rare event of a system error resulting in an incorrect price being displayed, we reserve the right to either cancel the booking and issue a full refund or amend the price with your consent. If payment has already been processed, a credit or refund will be issued immediately.
- Price & Availability: Rates and vehicle availability are subject to change without notice. Promotional offers are limited and may be withdrawn at any time.
- Error Disclaimer: While we strive for accuracy, we cannot be held liable for typographical errors or technical inaccuracies on our site. All content is provided on an “as is” basis.
- Advance Notice: We require at least 24 hours’ notice for online bookings. For last-minute reservations, please contact our reservations team directly.
Surcharges & Fees:
- Night Service: Journeys between 22:00 and 06:00 incur a 50% premium.
- Public Holidays: Travel on Easter, Christmas Eve/Day and New Year’s Eve/Day is subject to a 50% surcharge; all other bank holidays carry a 25% surcharge.
- Congestion Charge: Any journey entering or passing through the London Congestion Charge zone during operational hours will incur a flat £18.00 fee, payable directly to TfL.
- International Travel: Online prices are valid for UK travel only. Please call for quotes regarding European or international destinations.
If you do not agree to these surcharges, we will refund the full amount paid, excluding card processing fees.
4. Privacy & Data Usage
We treat your personal data with the utmost confidentiality and do not sell or share it with third parties. When you book, we collect details such as your name, address, email, and payment information. Payment data is encrypted and processed by our secure third-party gateway; we do not store it internally. Full details are set out in our Privacy Policy.
By providing your email, you consent to receiving occasional marketing communications (approximately one per month). You may opt out at any time. If you are a current or former client, we reserve the right to display your company name or logo in our client portfolio without further written notice.
5. Single & Return Journeys
- Same-Day Returns: Return trips scheduled within 4 hours of drop-off are subject to waiting time charges. If the return is scheduled more than 4 hours later, no waiting fees apply, though a different driver may complete the journey.
- Events & Sports: Return journeys for high-profile events (e.g., Wimbledon, Ascot, rugby, football) will incur waiting time and parking fees. Single drop-offs or pickups for concerts at venues like The O2 or Wembley may also attract additional charges. Please contact us to discuss your specific requirements.
6. Waiting Time Policy
- Airport Arrivals: 60 minutes of complimentary waiting time from actual landing time.
- Private FBOs: 30 minutes from the scheduled time.
- All Other Journeys: 15 minutes of complimentary waiting time.
- Excess Waiting: Beyond the grace period, charges are applied in 15-minute increments to the card provided at booking.
7. Payment Terms
- Advance Payment: All charges must be paid in advance unless a credit account has been pre-approved.
- Additional Charges: Any extras incurred during the journey (e.g., excess waiting, parking) will be charged to the payment card on file.
- Accepted Cards: We accept all major debit and credit cards, including American Express, with no additional fees. Card processing fees are non-refundable in the event of cancellation.
- VAT: All published rates exclude VAT, which is not applicable at the moment.
- Rate Changes: Prices are subject to change without prior notice.
- Stop Fee: A £25 charge applies for en-route stops (e.g., collecting passengers or items). A 15-minute grace period is included at each stop.
8. Cancellations, Amendments & Refunds
Standard Bookings. Cancellations must be made via our website and acknowledged by our team during office hours. Failure to do so may result in the full charge being applied.
- Within London (one-way, non-airport): Free cancellation/amendment up to 24 hours prior.
- Hourly Hire (London): Free cancellation/amendment up to 48 hours prior.
- Airport Transfers & Private Charters: Free cancellation/amendment up to 72 hours prior.
- Events & Long-Distance Travel: Strict 72-hour cancellation policy.
- Prestige Vehicles (e.g., Rolls-Royce, Bentley, Maybach): Strict 48-hour cancellation policy. Cancellations inside this window are non-refundable.
- Admin Fee: An administration fee of up to 30% may be deducted from refunds to cover processing costs.
- Journeys in Progress: Once the hire has commenced, cancellations are non-refundable (100% charge).
Wedding Bookings.
- 7 days’ notice required for full refund.
- Cancellation between 48 hours and 7 days: 50% charge.
- Cancellation within 48 hours: 100% charge.
Multi-Vehicle & Multi-Day Bookings.
- Cancellation between 48 hours and 7 days: 50% charge per vehicle.
- Cancellation within 48 hours: 100% charge.
No-Show Policy. If you are not present at the agreed time and location, no refund will be issued.
9. Vehicles, Chauffeurs & Passenger Conduct
- Route Selection: Drivers will choose the most efficient route based on current traffic conditions unless a specific route is requested in advance.
- Luggage: Reasonable luggage is permitted. Drivers may refuse excessive or overly bulky items.
- Substitution: We reserve the right to substitute vehicles or subcontract journeys to ensure service continuity. You are booking a category, not a specific make or model.
- Fitness to Travel: Passengers who are visibly under the influence of alcohol or drugs, or whose behaviour endangers the driver, vehicle, or others, will be refused service.
- Child Seats: Requests must be made at booking. One seat is provided free of charge; additional seats are £25 each. If you use your own seat, you are responsible for its installation and removal, and for any damage caused.
- Animals: Only guide or hearing dogs are permitted without prior written agreement. Additional charges may apply.
Vehicle Categories: Luxury Saloon (Mercedes S-Class or equivalent); Luxury MPV (Mercedes V-Class or equivalent); Prestige SUV (Range Rover Vogue or equivalent); Prestige Saloon (Maybach, Rolls-Royce, Bentley or equivalent).
10. Liability & Responsibilities
- Personal Property: We are not liable for loss or damage to luggage or belongings unless proven to be caused by our negligence. We are happy to assist in returning lost items, subject to the client covering postage and handling costs.
- Missed Flights: We do not compensate for missed flights (see Force Majeure, Clause 12).
- Vehicle Damage: Any soiling or damage to the vehicle interior or exterior will result in valeting/repair charges and potential loss-of-earnings fees charged to the card on file. Legal action may follow non-payment.
11. Account Holders & Credit Terms
- Account Setup: Credit accounts must be opened prior to booking. Clients are responsible for keeping their account details secure.
- Booking Authorisation: Any booking made using your account credentials is deemed authorised by you.
- Invoicing: Monthly invoices are issued for work completed in the prior period. Payment is due within 30 days (or as otherwise stated).
- Late Payment: Overdue balances accrue interest at 10% per annum.
- Credit Limits: We reserve the right to apply and adjust credit limits at any time.
- Disputes: Invoice disputes must be raised in writing within 14 days of receipt.
- Admin Fee: A fee of up to 30% may be applied to bookings or cancellations based on administrative time incurred.
12. Force Majeure (Events Beyond Our Control)
We are not liable for failure to perform or delays caused by circumstances outside our reasonable control. These include but are not limited to: adverse weather, natural disasters, epidemics, war, civil unrest, network failures, road accidents, vehicle breakdowns, punctures, traffic delays, and strikes. If such an event occurs, we will contact you as soon as possible. Our obligations will be suspended for the duration of the event.
13. Complaints Procedure
Should you be dissatisfied with any aspect of our service, please first raise the matter with the driver or our control room at the time of hire. If the issue remains unresolved, please submit a formal written complaint within 14 days of the journey to complaints@knightsbridgechauffeurs.co.uk. We will acknowledge receipt within 14 working days and aim to provide a full response within 28 days.
14. Zero Tolerance
We operate a strict zero-tolerance policy regarding harassment, discrimination, or abusive behaviour—verbal or written—towards our staff or contractors. Offending individuals will be refused future service, and no refunds will be issued.
15. Fraud Prevention
All payments must be authorised by the named cardholder. We reserve the right to cancel bookings immediately if we suspect fraudulent activity. Indicators include: inability to provide journey or passenger details when requested; inability to provide cardholder contact details for verification; chargebacks or previous fraudulent activity; inconsistent or incomplete booking information; and multiple failed payment attempts. Suspected fraud will be reported to the relevant authorities.
Nothing in these terms affects your statutory rights. These Terms & Conditions are governed by English law.
