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Terms & Conditions

Terms & Conditions of First Class Chauffeurs
Last updated: 3 March 2026

By booking our services, you agree to these Terms & Conditions.

1. Bookings

• Bookings can be made via our website, phone, email or WhatsApp.
• A booking is confirmed when we send written confirmation.
• You must provide accurate and complete information. We reserve the right to decline bookings at our discretion.

2. Prices & Payment

• Prices are in GBP and include VAT (if applicable).
• Full payment is due at the time of booking or, if agreed in advance, upon first pick-up.
• We accept major credit/debit cards and bank transfer. Cash may be accepted if paying on first pick-up. All cash payments require a 20% deposit. You will be contacted after booking for us to arrange this deposit via payment link or bank transfer.
• Additional charges may apply for extra services, additional time, waiting, parking, tolls, permits, or changes.

3. Cancellations, Changes & Refunds

3.1 General cancellations (customer request)

48+ hours before the booked pick-up time:
Full refund of the fare and any add-ons, minus any non-refundable payment processing fees charged by our payment provider (e.g. Stripe), where such fees have been incurred and are not recoverable by us.

Less than 48 hours before the booked pick-up time:
We may retain up to 100% of the fare for the affected journey as a genuine estimate of our likely loss (for example: driver/vehicle allocation, operational planning, and loss of a re-sellable booking slot). Where our actual loss is lower (for example, if we are able to re-sell the booking or avoid costs), we may reduce the amount retained.

3.2 Add-ons and return journeys

If your booking includes add-ons (e.g. Meet & Greet) or a return journey scheduled more than 48 hours after the time of cancellation, these elements will be refunded where applicable, provided the service has not been provided and no non-recoverable costs have been incurred.

If the outbound journey is cancelled with less than 48 hours’ notice, no refund will be issued for that part of the booking, even if a later return journey remains refundable under these terms.

3.3 Changes and rescheduling (general)

• 48+ hours’ notice: One free change (subject to availability).
• Less than 48 hours’ notice: Change requests are subject to availability and may be treated as a cancellation of the original booking and a new booking at the normal rate, particularly where we are unable to accommodate the change without loss.

3.4 Flight delays, cancellations and missed flights (airport pick-ups)

Flight details: You must provide accurate flight details at the time of booking. We monitor flight status for airport pick-ups using the flight details provided.

Flight delays: If your flight is delayed, we will adjust the pick-up time in line with the updated arrival time. A delay alone does not trigger a “change fee”.

Cancelled flights / missed flights / rebookings: If your flight is cancelled, you miss your flight for any reason, or you are rebooked onto a different flight, this is treated as a change request (not a delay). You must notify us as soon as possible.

One free reschedule (airport pick-ups): We offer one free reschedule for airport pick-ups affected by flight cancellation, missed flights or rebooking, provided:

• we are notified at least 3 hours before the scheduled landing time, and
• we have availability (or can source a suitable replacement driver/vehicle).

Late notification (within 3 hours): If we are notified within 3 hours of the scheduled landing time (or after the booking slot is no longer realistically re-sellable), the original booking may be treated as a late cancellation and we may retain up to 100% of the fare for the affected journey as a genuine estimate of our likely loss (as set out above). Any revised pick-up time/date will be treated as a new booking at the normal rate.

If we cannot accommodate a reschedule: All reschedules are subject to availability. If we cannot accommodate the revised time/date (and cannot source a suitable replacement driver/vehicle), we will let you know promptly. In that situation, the original booking remains cancelled and the relevant cancellation terms apply. A new booking will be required for the revised journey.

3.5 Waiting & no-shows

• Airports (Standard): Up to 60 minutes from actual flight arrival included.
• Airports (Meet & Greet): Up to 90 minutes included (paid add-on only if selected at booking).
• Addresses/Hotels: 15 minutes included from booked time.
• After included time, additional waiting/parking may be charged at published rates.
• A no-show is when the passenger is not present and not contactable after the included time; the full fare is charged.

3.6 Multi-Day, Programme & Contract Bookings

Where a booking involves:

• Multiple consecutive days; or
• Exclusive allocation of vehicles and drivers (including where vehicles/drivers are reserved for one or more full calendar days); or
• Long-distance journeys requiring positioning and/or accommodation; or
• Partner operator commitments; or
• Significant advance operational planning and scheduling,

the booking shall be treated as a structured programme allocation rather than a series of individual journeys.

For such bookings:

• a) Deposits: Deposits are non-refundable once vehicles and drivers have been allocated and the booking has been confirmed in writing, as this reflects initial allocation, planning and administrative costs.
• b) Cancellation within 14 days: Cancellations within 14 days of programme commencement may result in retention of up to 100% of the total programme price where this reflects our genuine estimated loss and where the allocated dates cannot reasonably be re-sold. Such loss may include (without limitation): exclusive driver and vehicle allocation for the programme dates, partner operator commitments, pre-booked accommodation and positioning costs, administrative and planning time, and loss of a re-sellable booking opportunity/diary blocking.
• c) Material amendments: Amendments which materially reduce the scope of the programme (including removal of long-distance legs, reduction in vehicle numbers, changes that reduce allocated days/hours, or significant late routing changes) may be treated as partial cancellations. Pricing for the remaining services may be recalculated at prevailing rates.
• d) Capacity-based pricing: Programme pricing reflects reserved professional capacity and availability for the agreed dates. Where vehicles and drivers remain allocated, reductions based solely on mileage differences, shortened routes, or altered end destinations may not apply.
• e) Re-selling: Where we are able to re-sell all or part of the allocated dates (or avoid committed costs), we may, at our discretion, reduce the amount retained to reflect actual savings achieved.

Where a quotation has been issued for a structured programme, confirmation of the booking shall be deemed acceptance of this clause.

3.7 Cooling-off rules
Passenger transport for a specific date/time is exempt from statutory cooling-off rights under the Consumer Contracts Regulations. Your rights are set out in these terms.

4. Vehicle Allocation

We will provide the booked vehicle where possible but may substitute with a similar vehicle if necessary.

5. Delays

We are not liable for delays caused by traffic, weather, road closures, or events beyond our control.

6. Passenger Conduct

Passengers must behave respectfully towards drivers and vehicles. Damage caused by passengers will be charged at cost.

7. Luggage

You are responsible for ensuring luggage is safe, legal, and within capacity limits.

8. Accessibility

We currently operate a fleet of premium saloon cars, estates, and people carriers, which are not wheelchair-adapted vehicles. However, we welcome all accessibility-related enquiries and will do our utmost to accommodate specific requirements wherever possible — including liaising with partner operators when necessary — to ensure your journey is as comfortable and convenient as we can make it. We encourage customers to contact us before booking to discuss any special arrangements needed.

9. Complaints Policy

If you have a complaint, please contact us by phone or email. We will acknowledge within 2 working days and aim to resolve within 14 working days. If we cannot resolve it, you may refer to a recognised alternative dispute resolution (ADR) body.

10. Payment Security

All online and card payments are processed securely via our payment provider using encryption. We do not store card details.

11. Liability

We are not liable for indirect or consequential losses. Our maximum liability is the total price of the booking.

12. Governing Law

These Terms are governed by the laws of England and Wales.
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