Terms & Conditions

Terms & Conditions of Booking

Last updated: 14 October 2026

These terms and conditions apply to every booking made with Chauffeurs England ("we", "us", "our"), whether made through our website, by telephone, by email, by WhatsApp or through any other channel. By making a booking you confirm that you have read and accept these terms on behalf of yourself and every passenger travelling under your booking.

1. About Us

Chauffeurs England provides private chauffeur, airport transfer, hourly hire and long-distance car services. Our registered contact address is Regent 88, Unit 3, 210 Church Road, London E10 7JQ. You can contact us on 0203 1504021 or at info@chauffeursengland.com. All journeys are carried out by appropriately licensed drivers in appropriately licensed and insured vehicles.

2. Making a Booking

  • A booking is only confirmed once you receive a booking confirmation from us by email, SMS or message. Please check the confirmation carefully and tell us straight away if any detail is wrong.
  • You are responsible for giving us accurate information, including pick-up and drop-off addresses, date and time, flight or train numbers, the number of passengers, the amount of luggage and any special requirements (such as child seats or extra stops).
  • We recommend booking at least 24 hours in advance. Bookings made at shorter notice are accepted subject to availability.
  • We may decline any booking at our discretion.

3. Fares and Quotations

  • Quotations are based on the journey details you provide. If those details change (for example a different address, extra stops, extra passengers or luggage, a different vehicle, or the route being changed at your request), the fare may change.
  • Unless your quotation states otherwise, the fare covers the vehicle, the driver and fuel for the agreed journey. Airport and station parking, tolls, congestion or clean air zone charges, and waiting time beyond the free allowance may be charged in addition where they apply.
  • Journeys taking place late at night, on bank holidays or on special dates (such as Christmas Day, Boxing Day and New Year's Eve) may carry a surcharge, which will be shown on your quotation.
  • Hourly hire is charged for the full booked period, including any minimum hire period stated at the time of booking. Time beyond the booked period is charged at the hourly rate shown in your quotation.

4. Payment

  • Payment may be made by credit or debit card, PayPal, or another method we agree with you. Online payments are processed securely by our third-party payment providers; we do not store your full card details.
  • We may ask for payment in full, or a deposit, at the time of booking. Any balance and any additional charges (such as extra waiting time, parking or extra stops) must be paid at the end of the journey or will be charged to the payment method used for the booking.
  • Account customers must pay invoices within the terms agreed in writing with us.

5. Pick-Ups, Waiting Time and Delays

  • Airport pick-ups: we monitor flight arrival times where a flight number is given. Free waiting time of 45 minutes applies from the actual landing time. Your driver will usually meet you in the arrivals hall with a name board.
  • All other pick-ups: free waiting time of 15 minutes applies from the booked pick-up time.
  • Waiting beyond the free allowance is charged at the rate shown on your quotation or confirmation.
  • If you cannot find your driver, please call us on 0203 1504021 before leaving the pick-up point or making other travel arrangements. If you leave without contacting us, the booking will be treated as a no-show.
  • We will always do our best to arrive on time, but we cannot be held responsible for delays caused by traffic, road closures, accidents, adverse weather or other circumstances outside our reasonable control. Please allow plenty of time for journeys to airports, stations and appointments.

6. Cancellations and Amendments

  • Cancellations made more than 24 hours before the booked pick-up time will receive a full refund.
  • Cancellations made between 24 hours and 2 hours before the booked pick-up time may be charged up to 50% of the fare.
  • Cancellations made less than 2 hours before the pick-up time, or once the driver has been dispatched, and no-shows, may be charged the full fare.
  • Any cancellation or change to a booking must be made by telephone or email and is only effective once we have acknowledged it.
  • If we have to cancel a booking, we will tell you as soon as possible and refund any amount you have paid for that booking in full.

7. Passengers, Luggage and Child Seats

  • The number of passengers and items of luggage must not exceed the capacity of the vehicle booked. If they do, the driver may refuse to carry the extra passengers or luggage, or a larger vehicle may be required at an additional cost.
  • All passengers must wear seat belts where fitted, as required by law.
  • Child seats and booster seats must be requested at the time of booking and are subject to availability. The parent or guardian is responsible for ensuring children are correctly seated and secured.
  • Passengers are responsible for their own luggage and belongings. Please check the vehicle before leaving it.

8. Passenger Conduct

  • Smoking (including e-cigarettes and vapes) is not permitted in any of our vehicles.
  • Our drivers may refuse to carry, or may end a journey for, any passenger who is abusive, violent, under the influence of alcohol or drugs to a degree that puts safety at risk, or who behaves in a way that endangers the driver, other road users or the vehicle.
  • A cleaning charge may be made if a vehicle is soiled, and you will be responsible for the cost of repairing any damage caused to the vehicle by you or your party.
  • Assistance dogs are always welcome. Other pets may be carried by prior arrangement only.

9. Lost Property

Any property found in our vehicles will be kept for a reasonable period. Please contact us as soon as possible if you have left something behind. Returning items may be subject to a delivery or collection charge. We are not liable for items left in our vehicles.

10. Our Liability

  • Our liability to you in connection with any booking is limited to the price paid for that booking.
  • We are not liable for indirect or consequential losses, including missed flights, trains, connections, appointments or events, except where they result directly from our negligence.
  • Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded under the law of England and Wales. Your statutory rights as a consumer are not affected.

11. Complaints and Feedback

If you are unhappy with any part of our service, please contact us at info@chauffeursengland.com with your booking details, ideally within 14 days of the journey. We will investigate and respond as quickly as we can.

12. Your Personal Information

We use the information you give us to provide and manage your booking. Please see our Privacy Policy for full details of how we collect, use and protect your personal data.

13. Changes to These Terms

We may update these terms from time to time. The version published on this page at the time you make your booking will apply to that booking.

14. Governing Law

These terms are governed by the law of England and Wales, and any dispute will be subject to the jurisdiction of the courts of England and Wales.