This page (together with our Privacy Policy and Terms of Website Use) tells you information about us and the legal terms and conditions (Terms) on which we provide any of the chauffeur-driven car services (Services) listed on our website (our site) to you.

These Terms will apply to any contract between us for the sale of Services to you (Contract) whether concluded online or over the telephone. Please read these Terms carefully and make sure that you understand them, before ordering any Services from our site.

You should print a copy of these Terms for future reference.

We amend these Terms from time to time as set out in clause 6. Every time you wish to order Services, please check these Terms to ensure you understand the terms which will apply at that time.

These Terms, and any Contract between us, are only in the English language.

  1. INFORMATION ABOUT US

1.1 We operate the website www.chauffeur-one.com We are Chauffeur One Limited a company registered in England and Wales under company number 06903798 and with our registered office at Legacy House, Hanworth Trading Estate, Hampton Road West, Feltham, Middlesex TW13 6DH. Our VAT number is GB 974 7810 76. Chauffeur One Limited is licensed by the Public Carriage Office, Operator License No. 06317

1.2 To contact us, please see our Contact Us page.

  1. OUR SERVICES

2.1 There are 4 vehicle groups to choose from: Business Class, First Class, Business MPV and Luxury MPV. Please note that the images of the vehicles on our website are for illustrative purposes only; we use up-to-date models, all under 4 years old. We cannot guarantee that the vehicle pictured will be the one provided. However, the vehicle provided will be from the same group, for example, Business Class includes Mercedes E-Class, Audi A6, and BMW 5 series.

2.2 All Services shown on our site are subject to availability. We will inform you by e-mail as soon as possible if the Service or vehicle you have ordered is not available and we will not process your order if already been made.

2.3 Fleet

2.3(a) BUSINESS CLASS

Business Class: Mercedes-Benz E-Class or similar

Capacity to comfortably accommodate up to 3 passengers & 2 average-size luggage

In the event that the vehicle is unavailable, you will be upgraded to Business MPV, Luxury MPV or First Class

London hourly rate: £60.00 per hour (£50.00 per hour + 20% VAT) | Allowance: 10 miles per/hour | Excess Mileage: £2.04 per/mile (£1.70 per mile + 20% VAT)

Out of London hourly rate: £78.00 per hour (£65.00 per hour + 20% VAT) | Allowance: 20 miles per/hour | Excess Mileage: £2.04 per/mile (£1.70 per mile + 20% VAT)

Hourly as-directed hires start at a minimum of 4 hours | All hires start and terminate from our London base, Hyde Park Corner

Night hour charge of 25% will apply on all bookings from 22:00 – to 06:00

2.3(b) BUSINESS MPV

Business MPV: Chrysler Grand Voyager or similar

Capacity to comfortably accommodate up to 5 passengers & 5 average-size luggage

In the event the vehicle is unavailable, you will be upgraded to Luxury MPV

London hourly rate: £60.00 per hour (£50.00 per hour + 20% VAT) | Allowance: 10 miles per/hour | Excess Mileage: £2.04 per/mile (£1.70 per mile + 20% VAT)

Out of London hourly rate: £78.00 per hour (£65.00 per hour + 20% VAT) | Allowance: 20 miles per/hour | Excess Mileage: £2.04 per/mile (£1.70 per mile + 20% VAT)

Hourly as-directed hires start at a minimum of 4 hours | All hires start and terminate from our London base, Hyde Park Corner

Night hour charge of 25% will apply on all bookings from 22:00 – to 06:00

2.3(c) LUXURY MPV

Luxury MPV: Mercedes-Benz V-Class or similar

Capacity to comfortably accommodate up to 7 passengers & 7 average-size luggage

London hourly rate: £66.00 per hour (£55.00 per hour + 20% VAT) | Allowance: 10 miles per/hour | Excess Mileage: £2.28 per/mile (£1.90 per mile + 20% VAT)

Out of London hourly rate: £84.00 per hour (£70.00 per hour + 20% VAT) | Allowance: 20 miles per/hour | Excess Mileage: £2.28 per/mile (£1.90 per mile + 20% VAT)

Hourly as-directed hires start at minimum of 4 hours | All hires start and terminate from our London base, Hyde Park Corner

Night hour charge of 25% will apply on all bookings from 22:00 – to 06:00

2.3(d) FIRST CLASS

First Class: Mercedes-Benz S-Class Long or similar

Capacity to comfortably accommodate up to 3 passengers & 2 average size luggage

London hourly rate: £66.00 per hour (£55.00 per hour + 20% VAT) | Allowance: 10 miles per/hour | Excess Mileage: £2.28 per/mile (£1.90 per mile + 20% VAT)

Out of London hourly rate: £84.00 per hour (£70.00 per hour + 20% VAT) | Allowance: 20 miles per/hour | Excess Mileage: £2.28 per/mile (£1.90 per mile + 20% VAT)

Hourly as-directed hires start at minimum of 4 hours | All hires start and terminate from our London base, Hyde Park Corner

Night hour charge of 25% will apply on all bookings from 22:00 – to 06:00

  1. USE OF OUR SITE

Your use of our site is governed by our Terms of website use. Please take the time to read these, as they include important terms which apply to you. You may only purchase Services from our site if you are at least 18 years old.

  1. HOW WE USE YOUR PERSONAL INFORMATION

We only use your personal information in accordance with the terms of our Privacy Policy. For details, please see our Privacy Policy. Please take the time to read these, as they include important terms which apply to you.

  1. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

Chauffeur One Limited is a private hire vehicle operator licensed by Transport for London. Hence, we only accept direct booking requests from our clients for chauffeur-driven travel. Our chauffeurs are not authorised to accept bookings. Please only make reservations through our website booking form, email or phone.

The client (i.e., the company or person booking and paying for the transportation service) and Chauffeur One Limited enter into a contract for all bookings. Chauffeur One Limited is in charge of accepting bookings as well as providing transportation services.

Chauffeur One Limited is responsible for any liability arising from the transportation services.

Any booking with a passenger may be cancelled by Chauffeur One Limited. All reservations are subject to availability.

5.1 Please see our Quote and Booking page for information on how to place a booking on our website.

5.2 Please read and double-check your details on each page of the ordering process to ensure that the details provided are accurate.

5.3 If your order is accepted, you will receive a final booking confirmation for your journey and these Terms will apply to that booking (please check that the booking confirmation is correct and confirm). If you do not receive a final booking confirmation, your ride has not been booked.

5.4 If we are unable to provide you with a particular Service or vehicle, we will inform you via email and will not process your order. Rides may occasionally not be guaranteed for bookings with very short pre-booking times or during busy periods.

5.6 For bookings for Services required within 12 hours, you must call or email our offices to check on the availability of vehicles.

5.7 We reserve the right to upgrade a vehicle to a more expensive fleet at any time and without prior notice.

5.8 If you have any questions about a booking, please contact Chauffeur One Limited at +44 208 144 5333 or info@chauffeur-one.com.

  1. OUR RIGHT TO VARY THESE TERMS

6.1 We may revise these Terms from time to time in the following circumstances:

(a) Changes in how we accept payment from you; or

(b) Changes in relevant laws and regulatory requirements.

6.2 Every time you order Services from us, the Terms in force at that time will apply to the Contract between you and us.

6.3 Whenever we revise these Terms, in accordance with this clause 6, we will keep you informed and give you notice of this by stating that these Terms have been amended and the relevant date at the bottom of this page.

  1. PRICE OF SERVICES

7.1 The prices of the Services will be as quoted on our site. We take all reasonable care to ensure that the prices of Services are correct at the time when the relevant information was entered into the system. However, it is always possible that some of the prices on the website may be incorrect. We will verify prices as a part of our online booking procedure so that a correct price will be stated when you pay online for any bookings.

7.2 All hires start and terminate from our London base, Hyde Park Corner.

7.3 Additional charges

7.3(a) All car park/parking charges are passed on at cost.

7.3(b) London congestion charges are passed on at cost, where applicable.

7.3(c) Terminal drop-off charges will be passed on at cost.

7.4 Prices for our Services may change from time to time, but changes will not affect any order which we have confirmed with a Booking Confirmation

7.5 The price of the Services includes VAT (where applicable) at the applicable current rate chargeable in the UK.

7.6 For any special requests such as a multi-lingual driver, custom labelling of the vehicle, stopovers, oversize luggage, and child safety seats, we reserve the right to charge supplemental fees. In case of changes made once a journey has started (e.g. change to the distance or amount of hours) the price for the actual total distance or hours will be calculated and charged after the completion of the ride in accordance with our applicable rates. If a journey is shorter than the distance or number of hours originally booked, the original amount will be charged.

7.7 In the case of hourly bookings: additional miles are charged beyond the miles that are already included in the hourly booking (please see our tariffs). Each additional mile will be charged at the “Excess Mileage Rate” for each vehicle group plus the applicable VAT (please see our tariffs).

7.8 Night hour charge of 25% will apply on all bookings from 22:00 – to 06:00

7.9 Online quotations do not take into account public and bank holidays. All journeys will be subject to a 100% surcharge on Christmas, Boxing Day, and New Year’s Day. All other bank holidays will be charged a 50% surcharge.

7.10 We do not accept online reservations for weddings. Weddings are a speciality booking, so please call or email the office to discuss and arrange your wedding travel.

  1. HOW TO PAY

We accept the majority of debit and credit cards. Visa, MasterCard, and American Express are all accepted by our system. If you want to pay in cash, please secure your reservation with Visa, MasterCard, or American Express and let us know your preference. If PayPal is your preferred payment method, please visit our “Pay Now” page to complete your transaction. You can pay using your “PayPal Account” or with a “Guest Checkout.” The Services are paid for in advance. We do not save credit card information and do not share consumer information with any third parties.

  1. CANCELLATIONS AND CHANGES TO BOOKINGS

9.1 How to cancel or change your booking: Please contact us by email or telephone as soon as possible to make any changes or cancel a booking after you have received the final booking confirmation referred to in clause 5.3 above. Any amendments or cancellations will be confirmed by an email from us to the address entered at the time the booking was created by you.

9.2 Cancellation fees

In the event of cancellation of a booking the following charges apply:

If a booking is cancelled between 12 and 24 hours before the scheduled start time, the client will be charged 50% of the agreed-upon booking price.

If a booking is cancelled less than 12 hours before the scheduled start time, the client will be charged the full amount of the agreed-upon booking price.

If a wedding booking is cancelled within 7 days of the commencement of the period of hire, the client will be charged the full amount of the agreed-upon booking price.

If a booking for any type of major event is cancelled within 7 days of the commencement of the period of hire, the client will be charged the full amount of the agreed-upon booking price.

If a specific driver is put on hold, as per the client’s request, for a booking which is later cancelled, the client will be charged the full amount of the agreed-upon booking price if they fail to give us 7-days’ notice.

If the Customer cancels multiple bookings (for multiple days or multiple vehicles) within 7 days of the start of the period of hire, the client will be charged the full amount of the agreed-upon booking price

All payments made are non-refundable if the passenger fails to show up at the designated pickup time and location.

Packaged or Discounted bookings: in the event of cancellation or alteration of such a booking, we reserve the right to remove any discounts previously applied.

9.3 Passenger collection

We are happy to provide a ‘Meet & Greet Service’ at airports, ports and train stations. The driver will be waiting at arrivals with the passenger’s name displayed on a name board. If we are unable to locate passengers at the pick-up point, every effort will be made to rectify this before the vehicle is called off. Where we have followed the instructions on a booking, no refund will be made for aborted pick-ups.

9.3(a) The first 15 minutes of waiting time are free for all pickups. Additional waiting time over 15 minutes will be charged at the “London Hourly Rate” for each vehicle group plus the applicable VAT (please see our tariffs) in 15-minute increments.

9.3(b) For home address pick-ups, we will wait 30 minutes maximum after the agreed pickup time, during which we will try to contact the number given to us on the booking and expect you to do likewise. If we are unable to make contact with the passenger (ringing the doorbell and calling the contact phone number) the driver will be called away and the passenger will be responsible for the full cost.

9.3(c) The first 30 minutes of waiting time are free for airport, port and train station pickups (this is a part of the ‘Meet and Greet Service’). Additional waiting time over 30 minutes will be charged at the “London Hourly Rate” for each vehicle group plus the applicable VAT (please see our tariffs) in 15-minute increments. This does not apply to flight delays.

9.3(d) ‘Meet and Greet Service’: An additional £12.50 fee + 20% VAT for our meet and greet service will be applied (includes a standard 30-minute waiting period). Your driver will meet you in the arrivals hall with a name-board.

9.3(e) For airport, port and train station collections: we will wait 60 minutes maximum after the agreed pickup time, during which we will try to contact you on the phone number given to us on the booking and expect you to do likewise. If we are unable to make contact with the passenger, the driver will be called away and the passenger will be responsible for the full cost.

9.3(f) For airport, port and train station collections, please indicate your preferred pickup time in addition to arrival time. Please allow sufficient time after landing/arriving to collect your checked luggage, passport control and Customs. Waiting times at the passport control, baggage claim and Customs have to be taken into consideration in the period of time between arrival time and pickup time, otherwise, additional costs may occur. In the case of a flight, cruise or train arriving early or being delayed the new pickup time will be calculated from the actual arrival time plus the planned period of time between the planned arrival time and the original pickup time (For example, if your flight’s scheduled arrival time is 10:00 and you have requested the pickup time at 10:45, if the flight, cruise or train arrives early or delays we will still keep a reserved 45min for passport control, baggage claim and Customs)

9.3(g) Passengers will be expected to contact us at +44 208 144 5333 if they are unable to locate their driver within 15 minutes of the scheduled pick-up time. Any failure to follow the above process could result in termination of the hire agreement with Chauffeur One Limited – we will not refund your costs or pay compensation in such an event.

9.3(h) No-Shows without cancellation will be charged at 100%. A No-Show is a ride in which the passenger does not appear at the agreed pickup location within 30 minutes after the pickup time unless it is unavoidably delayed (e.g., flight, cruise or train delay)

  1. HEALTH & SAFETY

10.1 Seatbelts: All passengers must wear seat belts.

10.2 Passenger capacity and luggage: Our vehicles have the capacity for carrying passengers and luggage as set out below. A child counts as one passenger. Please note that the driver may refuse to assist with any individual items of luggage weighing in excess of 23kg. Please note that all luggage must be placed in the boot/trunk and not on seats (please consider your amount of luggage when selecting vehicle type.)

  • Saloon cars (Business Class and First Class): Capacity to comfortably accommodate up to 3 passengers & 2 average-size luggage
  • Business MPV: Capacity to comfortably accommodate up to 5 passengers & 5 average-size luggage
  • Luxury MPV: Capacity to comfortably accommodate up to 7 passengers & 7 average-size luggage

Average suitcase sizes are 25 x 44 x 67 cm or 10 x 17 x 26 inches.

10.3 Animals: No animal may be carried without prior consent and this will usually be restricted to domestic animals housed securely in a suitable carrying case that is in good repair. Guide dogs and hearing dogs will be carried provided we are given a minimum of 48 hours’ notice.

10.4 Child seats:

10.4(a) As a Private Hire Company, the law regarding the supply of child seats applies.

10.4(b) A request for a child seat must be made at the time of booking. While every effort will be made to fulfil a request, failure to do so does not constitute a breach of contract.

10.4b(c) If you do not request a child seat at the time of booking and wish to use your own, you will remain responsible for it and must remove it from the vehicle at the destination. You remain responsible for the storage of your own child seat at the airport if you do not take it with you on your onward journey.

10.4(d) If you use your own child seat, you remain responsible for fitting it correctly and safely in our vehicle and you must remove the child seat at the destination without damage to the interior of the vehicle.

10.5 Fitness to travel: Any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat to the driver, the vehicle or other passengers may be refused travel.

10.6 Damage to vehicles: If, as a result of passengers’ actions, a vehicle is damaged or soiled, the person who made the booking will be charged for restoring the vehicle and for losses incurred whilst the vehicle was unusable.

10.7 A strict no smoking or eating policy applies to all our vehicles.

  1. OUR LIABILITY

11.1 Nothing in these Terms limits or excludes our liability for:

(a) death or personal injury caused by our negligence; or

(b) fraud or fraudulent misrepresentation.

11.2 Subject to clause 11.1, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract for:

(a) any loss of profits, sales, business, or revenue;

(b) loss or corruption of data, information or software;

(c) loss of business opportunity;

(d) loss of anticipated savings;

(e) loss of goodwill; or

(f) any indirect or consequential loss.

11.3 Subject to clause 11.1 and clause 11.2, our total liability to you in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the Services ordered.

11.4 Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Services. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Services are suitable for your purposes.

11.5 Bookings made directly with the driver and outside of the Private Hire Operator (Chauffeur One Limited) are against the law; in the event of an accident, the driver’s insurance will no longer be valid and will not cover any harm you incur, whereas all bookings made through Chauffeur One Limited are covered by insurance.

  1. COMPLAINTS

If for any reason, you are unhappy with the service, you should firstly relay your concerns immediately to the driver, who will try to rectify the issue on the spot.

If the matter hasn’t been resolved to your satisfaction, please write to us at Chauffeur One Limited, Legacy House, Hanworth Trading Estate, Hampton Road West, Feltham, Middlesex TW13 6DH – providing the driver’s details, date and time of the incident and your Booking Reference Number.

  1. EVENTS OUTSIDE OUR CONTROL

13.1 We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 13.2

13.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation traffic delays, punctures, accidents, road closures due to accidents and vehicle breakdowns, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, snow, earthquake, subsidence, epidemic or other natural disasters, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

13.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

(a) we will contact you as soon as reasonably possible to notify you; and

(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.

  1. OTHER IMPORTANT TERMS

14.1 This contract is between the client and Chauffeur One Limited. No other persons shall have any right to enforce any of its terms.

14.2 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

14.3 If we fail to insist that you perform any of your obligations under these Terms, if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

14.4 These Terms are governed by English law. This means a Contract for the purchase of Services through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

Last updated on 13th July 2022