Terms of Service

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 on-line 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.

1.1 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.

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 and Services on our site are for illustrative purposes only. If you chose a certain group, we cannot guarantee that the vehicle that you get is going to be the one pictured. However, it will be from the group that you have chosen. 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 made.

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.

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.

5.1 For the steps you need to take to place an order on our site, please see our Quote and Booking page.
5.2 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
5.3 If your order is accepted you will then receive an email with the booking details and a link which will redirect you to our secure payment page to make the payment for the booking. Once the payment has been made, you will receive a final booking confirmation for your journey. If you do not receive this, your ride has not been booked. Rides may occasionally not be guaranteed for bookings with very short pre-booking times or during busy periods. If you have any questions regarding this booking, please contact Chauffeur One Limited on 0207 887 2245 or via email at info@chauffeur-one.com
5.4 For bookings for Services required within 12 hours, you must call our offices to check on availability of vehicles. If we are able to provide the Services requested, we will confirm the booking by telephone and these Terms will apply to that booking.
5.5 If we are unable to supply you with a particular Service or vehicle, we will inform you of this by e-mail and we will not process your order. We may at our discretion upgrade a vehicle to a more expensive fleet without prior notice.

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 top of this page.

7.1 The prices of the Services will be as quoted on our site from time to time. We take all reasonable care to ensure that the prices of Services are correct at the time when the relevant information was entered onto the system. However, it is always possible that some of the prices on the website may be incorrect. We will verify prices as 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 All car park / parking charges are 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 for the time being.
7.6 For any special requests such as a multi-lingual driver, custom labelling of the vehicle, stopovers, oversize luggage, 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 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 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 25% will apply on all bookings from 22:00 – to 06:00

You can only pay for Services using a debit card or credit card. We accept most debit and credit cards. Our system accepts Visa, MasterCard and American Express. However if you prefer to make a Cash payment or using Discover or PayPal please secure your booking with Visa, MasterCard or American Express and let us know your preference. If your preferred payment method is a Discover or PayPal please visit our “Pay Now” page for you to complete with your chosen payment option. You can make a payment using your “PayPal Account” or choose a “Guest Checkout”. Payment for the Services is in advance. We do not store credit card details nor do we share customer details with any 3rd parties.

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. Your change or cancellation 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 you cancel within 4 hours of commencement of the booked time: 100% of the agreed booking fee.
If you cancel between 4 and 8 hours of commencement of the booked time: 50% of the agreed booking fee.
If you cancel between 8 and 12 hours of commencement of the booked time: 25% of the agreed booking fee.
Over 12 hours’ notice – a charge of £5.00 for a single journey and £10.00 for a return journey booking will be incurred.
We will refund the balance to the debit or credit card used to make the booking.
Weddings: two week notice is required for the cancellation or rebooking of wedding cars. Cancellations under two weeks will be charges at full cost.
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.
(a) The first 15 minutes of waiting time is 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. This does not apply to flight, cruise or train delays.
(b) For airport, port and train station collections: we will wait 30 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 passenger we will pull the driver away and the passenger will be responsible for the full cost.
(c) For airport, port and train station collections in addition to arrivals time please indicate your preferred pick up 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 cost 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)
(d) 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 passenger (ringing the door bell and calling the contact phone number) we will pull the driver away and the passenger will be responsible for the full cost.
(e) Passengers will be expected to contact us on +44 (0) 207 887 2245 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 event.
(f) 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)

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 the driver may refuse to assist with any individual items of luggage weighing in excess of 20Kg. 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:
(a) As a Private Hire Company the law regarding the supply of child seats applies.
(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 breach of contract.
(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.
(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.

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.

If for any reason you are unhappy with the service, you should, in the first instance, 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 our Booking Reference Number.

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 break downs ,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 disaster, 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.

14.1 This contract is between you and us. No other person shall have any rights 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, or 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 1st January 2020