Conditions of carriage

Section 01

1. Who these conditions apply to

These conditions apply to every passenger carried under a booking, including guests, colleagues, family members and anyone added to a journey after it was confirmed. The person who made the booking is responsible for making these conditions known to the passengers travelling. Where a passenger breaches them, the consequences fall to the booker under the booking terms.

Section 02

2. Passengers named on the booking

Vehicles are reserved for the passengers described when the booking was confirmed. Adding passengers on the day may exceed the seating or luggage capacity of the vehicle allocated, and the chauffeur may not be able to accommodate them. If your party changes, tell us before the journey so we can confirm in writing whether the allocated vehicle still works or whether a different class is needed.

Section 03

3. Conduct in the vehicle

Chauffeurs are entitled to a calm and respectful working environment. Abusive, threatening or discriminatory behaviour towards a chauffeur, another passenger or a member of the public is not tolerated. Passengers must not distract or obstruct the chauffeur, interfere with the vehicle controls, open a door while the vehicle is moving, or ask the chauffeur to drive in a manner that would be unsafe or unlawful.

Section 04

4. Seat belts and child seats

All passengers must wear a seat belt where one is fitted, in line with road traffic law. The chauffeur will ask any passenger travelling unrestrained to belt up before continuing. Child seats and boosters must be requested at the time of booking, with the age, height and weight of each child, so that a suitable restraint can be fitted. Where a child seat has not been requested and is legally required, the chauffeur may be unable to carry that child.

Section 05

5. Smoking, vaping, food and drink

Smoking and vaping are not permitted in any of our vehicles. This applies to all passengers at all times, including on extended waits and during stops. Hot food, strongly scented takeaways and open drinks are best avoided. Where refreshments matter to your journey, mention it when booking so arrangements can be agreed in advance and any cleaning implications are understood.

Section 06

6. Alcohol and prohibited items

Passengers who appear to be intoxicated to the point of being unsafe, or under the influence of illegal drugs, may be refused carriage. Consuming alcohol in the vehicle is a matter for prior agreement and is subject to the law that applies to the vehicle in question. Illegal substances, weapons and dangerous goods must never be brought into a vehicle. The chauffeur will end the journey where prohibited items are discovered and, where the law requires it, will report the matter.

Section 07

7. Assistance animals and pets

Recognised assistance animals are welcome. Please tell us at the time of booking so the chauffeur is expecting the animal and the vehicle is prepared appropriately. Other pets can be carried only where agreed in writing in advance, normally in a suitable carrier or with protective covering in place. Undeclared animals may have to be refused if the vehicle cannot be protected or if a later passenger has declared an allergy.

Section 08

8. Luggage carried in the vehicle

Luggage must fit safely in the boot or designated luggage space. Items are not carried on laps, in footwells or against a door where they would obstruct the chauffeur or an exit. Fragile, valuable or irreplaceable items should be kept with you in the cabin rather than placed in the boot. Chauffeurs will assist with loading and unloading where it is safe to do so, but passengers should tell the chauffeur about anything heavy, delicate or awkward before it is handled.

Section 09

9. Route, stops and instructions

The chauffeur will normally take the most appropriate route on the day, taking account of traffic, roadworks, restrictions and the pick-up and drop-off rules that apply at your destination. Additional stops, waiting between legs or a change of destination should be agreed in advance where possible, as they affect timing and price. A change requested during the journey will be accommodated where it is safe and lawful, and any resulting adjustment is confirmed to you afterwards.

Section 10

10. Refusing or ending a journey

A chauffeur may decline to begin or continue a journey where behaviour is unsafe, where the number of passengers or the quantity of luggage exceeds what the vehicle can lawfully carry, or where continuing would breach road traffic law or driving hours rules. Where a journey is ended for one of these reasons, passengers will be set down at a safe and reasonable location. The journey is treated as completed for charging purposes, and we will explain the decision to the person who made the booking.

Section 11

11. Damage and soiling

Passengers are asked to treat the vehicle with care. Where damage or soiling occurs, the vehicle may need to be taken out of service for cleaning or repair, and the resulting costs are recharged to the person who made the booking. Any recharge is supported by evidence and an itemised explanation of what was needed and why, and is discussed with you before it is applied.

Section 12

12. Personal belongings

Personal belongings remain the responsibility of the passenger throughout the journey. Please check the cabin, seat pockets and boot before leaving the vehicle. Items found after a journey are handled under our lost property policy, which explains how to report a loss, how vehicles are searched and how items are stored and returned.

Section 13

13. Passengers who need assistance

Tell us at the time of booking about any mobility, sensory or medical requirement that affects how a passenger boards, travels or is met, including folding wheelchairs, walking frames and oxygen equipment. We will confirm in writing what can be accommodated for your journey and, where a request cannot be met by the vehicle class you have chosen, we will say so rather than leave it to chance on the day. Our chauffeurs provide transport and courteous assistance, not personal or medical care.

Section 14

14. Governing law

These conditions of carriage are governed by the laws of England and Wales, with the courts of England and Wales having exclusive jurisdiction. They should be read together with the booking terms and conditions and, where relevant, the cancellation and payment terms confirmed for your journey.

Section 15

Related legal documents

These documents are read together. Where one document conflicts with another, the document that deals most specifically with the subject applies to that subject.

Website Terms of Use · Booking Terms & Conditions · Cancellation & Refund Policy · Payment Terms & Invoicing

Section 16

Questions about this document

If any part of this document is unclear, raise it before you confirm a booking rather than afterwards. Journey-specific requirements are agreed in the written quotation and confirmation, which take precedence over general guidance on this page.

Contact the team · Get a quote