Frequently Asked Questions and T&Cs
What's the best way to book?
When making an enquiry, please include the date and time you wish to travel, the number of passengers (and amount of luggage if applicable), the pick up address, the destination address, and any other requirements you have, for example, if you will require a return journey or wish for the driver to wait for you.
When do I need to pay, and do I need to pay a deposit?
Depending on the date you are looking to book, we may sometimes ask for a deposit. As we are sure you can appreciate, there are particular days throughout the year where we have a greater demand for our services. This may also be the case for larger bookings made in advance, such as all day hire and weddings. We will, however, let you know if this is the case at the time of booking.
What payment types do you accept?
If you wish to pay via a Credit Card there may be a small surcharge, please let us know and we will advise you of said charges in your quote.
Please note that we do not accept cheque payments on the day unless you are an existing client, or have a business account with us.
These payment details will be listed on your invoice, with a convenient link for payment.
Do you have a price list?
Please note that our prices are also subject to change in line with costs, such as escalating fuel prices. However, please be assured that we will of course always honour your quote for confirmed bookings.
What is your cancellation & amendment policy?
Cancellations made 1-7 days prior to the booking date, will be subject to a 20% cancellation fee.
Any bookings cancelled within the 24 hours prior to travel, will be charged 90% of the original booking.
Thank you in advance for your understanding.
What time should I allow for airport transfers & what is your waiting policy for inbound flights?
In light of the airport chaos at the moment, we have updated our recommendations for travel, and our policies on airport waiting.For outbound fights, we recommend that you allow extra time to check in and in case of traffic, on the way to, and at, the airport.For return flights, we are allowing for 1 hr waiting from your landing time for short haul flights, and 1.5 hrs for long haul flights.If the driver is in place and has to wait beyond that, there will be an additional waiting charge of £15.00 including vat, per hour or part there of (this is less than half our usual waiting time rate).We always track incoming flights, but if the delay is short notice (when the vehicle is already on route or in place) waiting time will be added. If the flight tracker shows a delay more than 2 hours before it was originally scheduled to land (eg: before the vehicle departs from base), then possible extra waiting only applies from when the driver and vehicle are in place for the amended landing time.These additional waiting charges can be paid directly to the driver in cash, or invoiced to you.For long delays (eg: 4 hours or more), we cannot guarantee the same driver and vehicle that you were allocated will still be available. However, we will supply a replacement and let you know the new name and contact number, but you may need to wait longer than usual.
What car will I be driven in?
As standard we operate luxury LWB Audi A8s (or equivalent BMW 7-series and Mercedes S-class cars), along with Mercedes V-class luxury MPVs.
We can also provide standard Mercedes E-class and equivalent cars, and for larger groups we can provide 8-16 seater vehicles.
Please have a chat with us at the time of booking to discuss your needs.
Check out some of our selection here… Our cars
Can my children travel with me?
When travelling in a private hire vehicle in the UK, child seats are not required by law, but children must travel in the rear seats. Children over 3 years old should wear a seat belt, and children under 3 should not.
We do understand if you would rather a child to travel in a child seat and can accommodate this. We do not provide or fit child seats, however, you are welcome to supply and fit your own. Please let us know at the time of booking as extra time will be needed upon pick up to allow you to fit them. Please note that if you require us to keep hold of your child seats and store them for a return journey, there will be an additional charge as the vehicle will have to return directly to base from your drop off.
What is your policy for disorderly conduct?
A cleaning fee of £75.00 + Vat will be payable for any soiling incidents in our vehicles, such as spillages or vomiting, etc.
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