Terms and Conditions Policy

1. Booking and Payment

1.1. Eligibility

– You must be at least 18 years old and legally capable of entering into binding contracts.

1.2. Contact Information

– To obtain a quote or make a booking, provide your full name, contact number, and email address. If not provided, First Chauffeur cannot assist further.

1.3. Communication

– By supplying your email and phone number, you permit First Chauffeur to contact you. Your contact information will not be supplied to third parties.

1.4. Payment Methods

– Bookings must be made in advance. Payment is required at the time of booking. Acceptable methods include credit cards, PayPal, and bank transfers.

1.5. Notice for Bookings

– A minimum of 4 hours’ notice for online bookings during office hours (08:00 to 22:00 UK time). If you need to book outside this notice or time frame, call +44 (0) xxx xxx xxx.

1.6. Travel Boundaries

– Online prices are for travel within the UK. For European travel, call the office.

1.7. Additional Charges

– Bookings between 22:00 (10:00 pm) – 06:00 am have a 10% surcharge. During train and bus strikes, there’s a 10% surcharge during rush hours from 07:30 am to 09:30 am and from 16:30 (04:30 pm) to 18:30 (06:30 pm). There are no online prices for public/bank holidays. 100% additional charge for Easter, Christmas, and New Year. Other bank holidays can have an additional surcharge. Bookings through the Congestion Charge Zone have a £5.00 fee. Fixed airport pick-up rates range from £10 to £20. Airport drop-off fee is £5.

2. Vehicles

2.1. Vehicles Age and Categories*

– The fleet includes vehicles up to 5 years old. Company policy may extend vehicle age beyond 5 years under specific conditions.

2.2. Sub-contracted Vehicles

– Sub-contracted vehicles may be provided. The company can substitute vehicles if necessary. All vehicles are licensed and insured for passenger and third-party claims.

2.3. Dashboard Camera Awareness – Privacy

– Vehicles are equipped with Dashcams that only record video. The microphone is disabled for passenger privacy.

3. Services

3.1. One-Way (Airport Transfers, City Travel)

– A single-trip service starting at Point A and ending at Point B. Possible additional stops along the route. Charges are based on distance and waiting time.

– Itinerary changes after booking may result in additional charges.

3.2. By The Hour (As Directed)

– Minimum hire of 4 hours including 40 miles within London. Additional hours add 10 miles each up to a maximum of 100 miles for 10 hours or more.

– Extra miles are charged £2.75 for each additional mile. A separate charge for trips outside London. Hours cannot be split between different times of day. Minimum charges apply to single trips only, excluding airport transfers.

3.3. Waiting Time

3.3.1. Airport Collection

– 60 minutes of free waiting time for UK airport collections.

3.3.2. General Waiting

– Other journeys have 15 minutes of complimentary waiting.

3.3.3. Waiting Charges

– Charges are applied in 15-minute increments after the free waiting time and are applied to the provided card at booking time.

3.3.4. Incremental Charges

– Charges are based on 15-minute increments, so if the waiting time is 15 minutes or less, the cost will be for one increment.

– 15 minutes = 1 increment, 30 minutes = 2 increments, etc.

3.3.5. Vehicle-Specific Waiting Time Rates

– Executive Class Saloon: £60 per hour

– First Class Saloon: £95 per hour

– MPV: £120 per hour

4. Additional/Extra Charges

4.1. Additional Stop

– Extra £20 fee for each additional stop

4.2. Beyond Boundary Charge

– Extra fee for trips with both the pick-up and drop-off outside London or outside M25. It covers driver costs for operating outside the usual service area.

– Executive Class: £1.00 per mile / First Class: £1.25 per mile / MPV: £1.30 per mile

– The extra fee is calculated based on mileage with a starting point from London – W12.

4.3. Payment Policy for Additional Charges

4.3.1. Billing Process

– Extra charges will be added immediately or within 48 hours after the trip. These will be automatically billed to the initial payment card, or you’ll be notified by email with a payment link if the automatic charge isn’t possible. Invoices must be settled within 30 working days. Interest will be charged for late payments.

4.3.2. Payment Security

– Payment details aren’t stored on company systems but are securely referenced with payment providers. Current providers include Stripe Payments UK Limited.

5. Promotional “Welcome” Voucher

– Applicable only for the first trip. Invalidated if used for subsequent trips.

6. Referral “Bonus” Voucher

– To qualify for a £25 referral voucher, you must have completed at least one trip with First Chauffeur.

– The referred person must mention your name during their first booking or in a follow-up email.

– The voucher will be activated after the referred person’s trip completion. If the trip is cancelled, no voucher is issued. Once received, the voucher is valid for 30 days.

7. Cancellation and Refund

– Flexible cancellation options include contacting customer service or sending an email.

– If unable to contact us by phone, an email within the free cancellation period serves as the only valid proof.

– Refunds for valid free cancellations are returned to the client’s account within 10 business days.

– Any fees paid with a credit/debit card are non-refundable.**

7.1. Cancellation Fees for One-Way Service

– More than 12 hours before pickup – Full refund.**

– Less than 12 hours before pickup – 25% off all fees are non-refundable.**

– Less than 6 hours before pickup – 50% off all fees are non-refundable.**

– Less than 4 hours before pickup – All fees are non-refundable.

7.2. Cancellation Fees for By The Hour Service

– More than 24 hours before pickup – Full refund.**

– Less than 24 hours before pickup – 50% of all fees are non-refundable.**

– Less than 12 hours before pickup – All fees are non-refundable.

7.3. Cancellation Fees for Special Bookings (Events for 2 or more consecutive days)

– More than 48 hours before pickup – Full refund.**

– Less than 48 hours before pickup – The first day’s fee (for each vehicle) is non-refundable.**

– Less than 24 hours before pickup – The fees for the first two days (for each vehicle) are non-refundable.**

7.4. Cancellation Fees for Airports Pickup

– More than 8 hours before pickup – Cancellations result in a full refund.**

– Less than 8 hours before pickup – All fees are non-refundable.

7.5. No Show and Waiting Time

– If the customer doesn’t appear within 90 minutes (for airport pickup) and 45 minutes (for address pickup) from the pickup time and doesn’t inform about delays, it’s considered a “No Show”. All fees are non-refundable, and waiting time will be charged in full. 60 minutes of free waiting for airport pickups and 15 minutes for regular pickups are offered.

7.6. Other Cancellation Fees

7.6.1.  Extra Luggage Policy

– Overloading luggage beyond the vehicle’s limit might result in trip cancellation and full charges. Specific luggage limits vary by vehicle type.

7.6.2. Postponed Trips

– Rescheduling from a non-‘Free Cancellation’ period to a ‘Free Cancellation’ period and then cancelling will result in fees based on the initial booking.

– The trip cannot be rescheduled less than 4 hours before the booking time for the One-Way service, and not less than 12 hours for the By the Hour service.

– The special bookings (events, or bookings for two or more consecutive days) cannot be postponed with less than 24 hours’ notice. The maximum period accepted for rescheduling a trip from a non-‘Free Cancellation’ period to a ‘Free Cancellation’ period is 7 days and can be made just one time. If it’s over this period, the trip will be considered cancelled.

7.6.3. Last Minute Alterations

– Changes made less than 30 minutes before the scheduled time that exceed the 15-minute grace period will incur additional charges.

– Delays over 2 hours are treated as ‘No Show/Cancellation’, necessitating a new reservation unless you choose to proceed with the same booking by paying for the additional waiting time.

7.6.4. No-Show

– Specific conditions under which a service is marked as ‘No Show’ and its associated charges.

– For One-Way services: If the customer does not arrive within 45 minutes of the scheduled pick-up time, the trip will be classified as a ‘No Show’.

7.6.5. Conveyance of Animals

– Only guide and hearing dogs are allowed without prior written agreement.

– Additional charges may apply for other animals.

7.6.6. Client Induced Penalties

– Clients are responsible for penalties due to their actions or failure to obtain prior approvals. This includes penalties related to special parking, building management, and similar situations. Any such penalties will be charged to the customer.

7.6.7. Excess Luggage

– A cancellation fee may apply if a customer has more luggage than allowed under the company’s standard luggage policy.

7.6.8. Luggage Dimensions

7.6.8.1. Executive Saloon, First Class Saloon***

– 4× Cabin (55×40×25 cm)

– or  2× Medium (66×44×27 cm) + 1x Cabin

– or 1× Large (75×52×31 cm) + 2x Cabin

– or 1× Extra Large (81×55×36 cm) + 1x Cabin.

7.6.8.2. MPV***

– 12× Cabin (55×40×25 cm)

– or 6× Medium (66×44×27 cm) + 4x Cabin

– or 5× Large (75×52×31 cm) + 3x Cabin

-or 4× Extra Large (81×55×36 cm) + 2x Cabin

8. Liability

8.1. Insurance Coverage

– First Chauffeur vehicles and subcontracted vehicles are fully insured for passenger and third-party claims. However, customer properties are carried at their own risk.

8.2. Seatbelt

– The Highway Code requires seat belt use. Non-compliance releases First Chauffeur from liability in case of accidents.

8.3. Luggage and Personal Items

– Passengers are responsible for ensuring their belongings are loaded/unloaded. First Chauffeur isn’t liable for the loss or damage of items not loaded/unloaded.

8.4. Child Safety

– First Chauffeur enforces child restraint law for up to 135 cm in height or 12 years of age. Non-compliance may lead to service refusal and possible booking cancellation fees. The parent or responsible passenger is ultimately responsible for the child’s safety at all times.

8.5. Lost Property

– If an item is believed to be left in a vehicle, contact First Chauffeur. Efforts will be made to return lost property, but First Chauffeur isn’t responsible for any loss or subsequent distress.

– To assist in the process, it is important to provide as much detail as possible about the lost item, including a description, location within the vehicle, and date and time of the journey.

8.6. Accidents and Incidents

– Liability is confined to coverage by the driver/subcontractor insurer or fleet insurer. First Chauffeur isn’t liable for injuries or damages from a passenger’s failure to adhere to safety guidelines.

8.7. Damage to Vehicles

– Clients will be billed for damages they cause. Legal action may be pursued for refusal to pay.

– Chauffeurs are responsible for opening/closing doors. If a passenger does, they’re liable for any damage caused.

– Clients are accountable for damage/soiling during rental. Fees might be charged for repairs/valeting downtime.

8.8. Missed Flights

– First Chauffeur isn’t liable for missed flights. Reference clause 14 for more details.

9. Driving Regulations

9.1. Passenger Behaviour

– The chauffeur can refuse to drive due to disruptive, dangerous, or illegal behaviour by the passenger.

9.2. Driver’s Right

– The chauffeur can remove or prevent boarding of passengers believed to be harmful or in violation of regulations.

9.3. Luggage Policy

9.3.1. Luggage Limit and Refusal

– The weight is limited based on vehicle type. Excess luggage may lead to trip cancellation and fees.

9.4. Smoking and Alcohol

– Smoking is prohibited in all First Chauffeurs’ vehicles by law.

– The chauffeur can refuse service to passengers under alcohol influence.

– The penalty for violation of the non-smoking policy is £500.

9.4.1. Alcohol Consumption

– Requires written permission from First Chauffeur to consume in vehicles.

10. Duration of Services

– First Chauffeur to provide services as per booking duration. Additional services are charged separately.

10.1. Communication

– Email supplied allows First Chauffeur to contact the customer, with a promise of no third-party sharing.

10.2. Punctuality and Delays

– The company isn’t responsible for uncontrollable delays. Please refer to clause 14.

– The client must allow sufficient service completion time.

10.3. Notification and Refund

– In case of a driver’s delay, the company will notify, provide alternatives, or refund within 10 working days.

10.4. Compensation

– A compensation voucher valued up to 100 GBP is offered for significant inconveniences.

10.5. Vehicle/Chauffeur Change

– The company might provide a different vehicle/chauffeur if necessary.

10.6. Termination

– The company can end service at any time for any reason.

11. General Exceptions

11.1. Uncontrolled Events

– 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 beyond our control. An event beyond Our Control is defined as any act or event beyond our reasonable control, including war, invasion, hostilities (whether war declared or not), civil war, revolution, rebellion, Storm, flood, snow, earthquake, subsidence, epidemic, or other natural disasters, or failure of public or private telecommunications networks.

– Without limitation traffic delays, tire punctures, road traffic accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts.

11.2. Vehicle Issues

– Will attempt to provide alternative solutions for punctures/breakdowns, but punctuality can’t be guaranteed.

12. Complaints

12.1. Immediate Resolution

– Seek resolution immediately with the driver or company.

12.2. Complaint Submission

– Must be written within 14 days of service termination. The company will reply within 28 days.

12.3. Required Details

– Contact information, service date, complaint details, supporting documentation, preferred resolution.

12.4. Complaint Email

– Submit the complaint to the company’s email.

13. Zero Tolerance Policy

– We have a zero-tolerance policy against harassment, discrimination, and rudeness either verbally or in writing against our employees and contractors. In such an event, we reserve full rights to withdraw our goods and services to consumers effective immediately.

– Full money paid for goods and services won’t be refundable.

14. Changes to Terms and Conditions – Policy Updates

– The Company reserves the right to modify terms and conditions at any time.

15. Data Protection and Privacy

– Data protection and privacy laws aim to protect individuals’ personal information from unauthorized access, use, disclosure, and destruction. The General Data Protection Regulation (GDPR) is a key piece of EU legislation that governs data protection and privacy. It applies to all organizations operating within the European Union (EU) and sets out the rights of individuals about their personal data, as well as the obligations of organizations when processing personal data.

– In the UK, the GDPR is implemented through the Data Protection Act 2018. If you have concerns about data protection and privacy, you can contact the Information Commissioner’s Office (ICO) in the UK, which is responsible for enforcing data protection and privacy laws.

– All customer data is stored securely and is only used to provide the customer with the best possible service. First Chauffeur will never share customer data with any third parties without the customer’s prior consent.

– First Chauffeur do not store any credit card data.

– First Chauffeur uses the services of third-party payment processors. First Chauffeur is not responsible or liable for any errors by these payment processors who hold PCI-DSS certification.

– First Chauffeur will never share any customer data with any third parties unless required to do so by law.

16. Intellectual Property Rights and License

– All trademark rights, copyright, database rights and any other intellectual property rights of any nature relating to First Chauffeur are exclusively owned by First Chauffeur.
– First Chauffeur holds copyright within the United Kingdom and the rest of the World.

16.1. Applicable Law

– The statement “The Terms and Conditions and any related contract are performed, regulated and interpreted exclusively under UK law” means that the legal agreement between the parties, including any terms and conditions, will be governed by the laws of the United Kingdom. This means that any disputes or legal issues arising from the agreement will be resolved according to UK law.

– This statement is commonly included in contracts to specify the governing law and jurisdiction, which helps to ensure that the parties understand the legal framework within which the agreement will operate. By specifying that UK law will apply, the parties can have confidence that their rights and obligations will be clearly defined and protected under the jurisdiction of UK courts.

– It’s important to note that the choice of governing law can have significant implications for the parties, as different countries may have different laws and regulations regarding contracts, dispute resolution, and other legal matters.