1. ABOUT THIS SERVICE

These terms refer to the booking service as “S Chauffeur”, “we”, “us” and “our”. A private hire vehicle must be pre-booked. It cannot be hailed in the street or hired from a taxi rank. The licensed operator that accepts a booking is responsible for accepting and dispatching it under the applicable licensing rules.

2. WHEN THESE TERMS APPLY

These terms apply to bookings made through our website, by telephone, email, WhatsApp or another channel that we offer. Please read them before booking. The version in force when we confirm your booking applies to that booking. Your booking confirmation, any written quotation and these terms set out the booking terms with the licensed private hire operator identified in your confirmation.

S Chauffeur may exchange or subcontract bookings with other appropriately licensed private hire operators, including TfL-licensed operators, where the arrangement is permitted by the applicable licensing rules. This may happen when S Chauffeur arranges a journey for a partner operator or when a partner operator arranges a journey for S Chauffeur. Before the booking is confirmed, we will explain which operator has accepted your booking and which operator will arrange the driver and vehicle. Your booking confirmation will identify the operator you contracted with and provide the relevant customer contact details. The operator identified in your confirmation as the operator you contracted with remains responsible to you for providing the confirmed journey, even if another licensed operator supplies the driver or vehicle. Each operator remains responsible for its own licensing duties, booking records, safety checks and complaint handling as required by law.

3. MAKING AND CONFIRMING A BOOKING

A request or website form submission is not itself a confirmed booking. A booking is confirmed only when we send you a confirmation by email, text or another agreed written channel showing the journey details and the accepted fare or fare basis.

You must give accurate pick-up and destination addresses, dates and times, passenger numbers, luggage information, contact details and any accessibility or child-seat requirements. Tell us promptly if anything changes. A change is subject to vehicle and driver availability and may change the fare. We will tell you about any price change and obtain your agreement before proceeding.

The lead passenger must be at least 18 and is responsible for the booking, payment and the conduct of the passengers in their party. A passenger under 18 may travel only in accordance with applicable safeguarding requirements and any arrangements agreed with us in advance. Drivers cannot accept unaccompanied children unless the booking has been properly arranged and accepted.

The vehicle class shown in a quote describes the service level and passenger/luggage capacity. A particular make, model, colour or registration is not guaranteed unless we expressly confirm it in writing. We will provide a suitable licensed vehicle in the booked class or contact you to agree an alternative.

4. FARES, PAYMENT AND EXTRAS

We will show or tell you the fare, estimate, rate basis and known additional charges before you confirm. A fixed fare applies only to the journey and details stated in the confirmation. If the quote is an estimate or based on time/distance, the confirmation will say so and explain how the final fare is calculated.

The fare may include only charges expressly shown in the quote. Tolls, road-user charges, airport drop-off or access fees, parking, extra stops, additional waiting, route changes, passenger-requested diversions, cleaning, damage and other extras are payable only where applicable and disclosed before they are incurred, or where they result from a passenger’s conduct and are a reasonable cost. Any airport access, parking or meet-and-greet charge that applies will be shown in your quote or booking confirmation before you confirm the booking.

Payment is due at the time and by the method shown at checkout or stated in your booking confirmation. Any online payment provider’s terms will be shown when you pay. Do not send full card details by email or WhatsApp.

If a payment fails or is reversed, contact us promptly to resolve it. We may suspend or cancel a booking for non-payment after giving reasonable notice, except where immediate action is needed to protect safety or comply with a legal or licensing requirement.

The total price and any applicable taxes will be shown in the quote or booking confirmation before you confirm the journey.

5. CANCELLATIONS AND CHANGES BY YOU

You may cancel by contacting us using the details in your booking confirmation. A message is received when it reaches our email, messaging account or telephone system; please ask us to acknowledge it if your trip is soon. Include your name, booking reference and journey date. We will confirm the cancellation and any refund or amount due.

You may cancel by contacting us using the details in your booking confirmation. Any cancellation charge and refund terms that apply will be clearly stated before you confirm and in your confirmation. A cancellation charge will be limited to reasonable costs or loss caused by the cancellation that cannot reasonably be avoided, taking account of costs saved and any replacement booking. It is not an automatic penalty. Any amount paid above what is properly due will be refunded. Nothing in this section limits your statutory consumer rights.

If you do not arrive at the agreed pick-up point and do not respond after the driver has waited for the included waiting period and made reasonable attempts to contact you, the booking may be treated as a no-show. Any no-show charge will be limited to reasonable loss, will not exceed the confirmed fare, and will apply only where the applicable wait time and charge were stated in your confirmation. Tell us as soon as possible if you are delayed.

If you ask to change a booking, we will try to accommodate the change. A change is not confirmed until we accept it in writing. A change that materially alters the route, date, time, waiting or vehicle may require a revised fare. If we cannot accommodate the requested change, you may cancel under the schedule above.

6. CANCELLATIONS OR CHANGES BY US

If we cannot provide the confirmed journey, we will contact you as soon as reasonably possible. With your agreement, we may offer a suitable alternative vehicle, driver, time or licensed operator. If you do not accept an alternative, we will refund amounts paid for the journey we cannot provide.

We may cancel or stop a journey where this is reasonably necessary for safety, legal or licensing compliance, serious passenger misconduct, a material failure to pay, or circumstances beyond our reasonable control. We will explain the reason and refund any amount for service not provided, less only any reasonable amount lawfully due for service already supplied or loss caused by the passenger. Nothing here removes rights you have under law.

7. PICK-UP, WAITING AND AIRPORT TRANSFERS

Please be ready at the confirmed pick-up point at the booked time. The included waiting period at an ordinary pick-up will be stated in your booking confirmation. If you need longer, contact us; additional waiting is subject to driver availability and any charge disclosed in your confirmation. If you cannot locate the driver, call the number in your confirmation before leaving the pick-up point.

For an airport collection, provide the correct airport, terminal, flight number and a working mobile number. We use flight information to help monitor arrival, but flight tracking can be delayed or inaccurate; you remain responsible for telling us about flight changes, cancellation, diversion or baggage delays. Where meet-and-greet waiting is confirmed for your airport booking, it includes up to 60 minutes after the recorded landing time. The confirmation will explain where the driver will meet you and whether airport parking/access is included. Further waiting is subject to availability and the charge shown in the confirmation.

If a flight is cancelled, diverted or delayed so that the confirmed collection can no longer reasonably be provided, contact us immediately. We will try to rearrange the collection, subject to availability and any revised cost. If you do not contact us, the ordinary cancellation/no-show terms may apply.

8. PASSENGERS, LUGGAGE AND CONDUCT

Do not exceed the passenger capacity or luggage capacity confirmed for the vehicle. Tell us in advance about unusually large, bulky or fragile items, pushchairs, mobility equipment, pets or other special requirements. We may refuse items that cannot be safely carried or are not agreed in advance. Assistance dogs are accepted in accordance with applicable law.

Passengers must wear seat belts, follow reasonable safety instructions and not smoke or vape in the vehicle. No illegal substances, weapons, open alcohol or hazardous materials may be carried. Passengers must not damage, soil or interfere with the vehicle or driver. A reasonable cleaning or repair cost may be charged where supported by evidence and caused by a passenger; this is not a fixed fine.

The driver may refuse or end a journey if a passenger’s conduct creates a genuine safety risk, is abusive or threatening, or makes the vehicle unsafe or unlawful to operate. We will explain the decision where practicable. Any refund will reflect the service supplied and applicable law.

9. ACCESSIBILITY AND CHILD SEATS

Tell us about access needs and any wheelchair, mobility aid or child-seat requirement before booking so we can check availability and suitability. We will make reasonable efforts to provide an appropriate vehicle and assistance, subject to vehicle capacity, safety and licensing requirements. We will tell you before confirming if we cannot meet a stated requirement. A child seat will be supplied only if we have expressly confirmed it; otherwise the accompanying adult must bring a suitable seat and fit it, unless we have agreed another lawful arrangement.

10. DELAYS, ROUTES AND JOURNEY TIMES

We plan journeys using the information available, but roadworks, congestion, weather, incidents, security checks and other events can affect travel time. We will make reasonable efforts to keep you informed and use a reasonable route. Journey times are estimates unless we expressly guarantee a specific arrival time in writing. Please allow suitable extra time for flights, appointments and events.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Subject to that, we are not responsible for indirect or consequential loss to the extent the law allows, such as missed flights, events or onward connections, unless we expressly accepted that responsibility in writing or the loss was caused by our breach and is recoverable under law.

11. COMPLAINTS AND LOST PROPERTY

Please raise a concern as soon as possible using Admin@schauffeur.co.uk or +44 7783 536435. You can also message us on WhatsApp. Include your booking reference, journey date and a description of the issue. We will acknowledge your complaint and keep you updated if we need more time to investigate. You may also contact the relevant licensing authority where appropriate.

If you leave property in a vehicle, contact us promptly with a description and journey details. We will make reasonable efforts to locate and return it. Return delivery costs may be charged if agreed with you in advance. We are not responsible for perishable, unsafe or unlawful items, subject to applicable law.

12. PRIVACY

We use personal information to take and manage bookings, provide journeys, process payments, handle enquiries and complaints, meet legal and licensing duties, and protect the safety and security of passengers, drivers and the public. We may share necessary booking details with the licensed driver, vehicle operator, payment provider, insurers, regulators or emergency services where appropriate. The licensed operator keeps and discloses booking records as required by law and applicable licence conditions.

For privacy questions, contact us using the details at the end of this page. For details about how we handle personal information, please read our Privacy Notice.

13. GENERAL

We may update these terms for future bookings by publishing a new version with a revised date. A change does not alter a confirmed booking unless you agree or the change is required by law or licensing conditions.

If part of these terms is found unenforceable, the rest will continue to apply. A delay in enforcing a term does not waive our right to enforce it later. These terms do not affect rights that cannot legally be waived.

The contract is governed by the law of England and Wales. Any dispute may be brought before the courts with jurisdiction under applicable consumer law.

14. CONTACT AND PRIVACY LINKS

Customer service: Email us

WhatsApp: +44 7783 536435

Privacy Notice