Always On-Time
Concerned About Driver Delays? We’ve Got You Covered, Even If It’s Just by a Minute!
Description: “On-Time Guarantee” and Terms (FAQ)
Experience unparalleled punctuality with Excel Chauffeurs’ “On-Time Guarantee” promotion. We value your time, and our commitment to punctuality reflects this. Here’s how our guarantee works if the driver is late:
- 1 to 5 Minutes Late:
- Cash Refund: Receive a 10% cash refund of your trip’s value.
- Vouchers: Get a £10 voucher for every minute the driver is late, up to 5 vouchers.
- 5 to 15 Minutes Late:
- Cash Back: A 25% cash refund of your trip’s value.
- Vouchers: Another 25% of your trip’s value compensated with vouchers (percent vouchers up to 20% each and/or flat vouchers up to £25 each).
- Over 15 Minutes Late:
- Partial Refund: Receive a 50% refund of your trip’s value – you pay just half price. We will cover the other half.
- Vouchers: Additionally, you will be compensated with vouchers for the remaining 50% of your trip’s value. These can be percent vouchers (up to 25% each) and/or flat vouchers (up to £50 each).
- Cancellation Option: In case you decide to cancel the trip due to the delay, we will provide a full refund. Additionally, as a gesture of apology, we will gift you two vouchers, each worth £50.
FAQ
- Valid for bookings made at least 4 hours in advance during office hours or for all bookings made at least 12 hours in advance.
- Excludes ASAP bookings. This promotion does not apply to bookings made for as soon as possible service.
- Exclusions: This guarantee does not apply in situations beyond our control, such as protests, serious accidents blocking roads, natural events, vehicle breakdowns or similar unforeseen circumstances (i.e. Clause 14 – Terms & Conditions) that could impact travel times.
- Exclusion for Last-Minute Changes: If the pickup time is changed with less than 4 hours’ notice during office hours, the promotion will be excluded.
- Definition of ‘Trip’s Value’: For the purpose of this promotion, ‘trip’s value’ refers to the full amount paid for the service, excluding any discounts from/or vouchers applied.
- The method of compensation: through percent or flat vouchers, or a combination between them, is at the sole discretion of Excel Chauffeurs.
- The vouchers will be valid for 1 year from the date of issuance.
- Physical Presence: A driver is deemed late only if they have not physically arrived at the designated pickup location.
Visibility at Pickup Location: The driver is not considered late if you cannot find or see them (immediately) at the pickup spot, such as in an airport’s arrival hall, car park or similar.
Parking Constraints: In cases where parking is limited, drivers will park in the safest and closest spot available for pickup. This does not count as being late.
Notification Delays: Lack of an “Driver Arrived” automatic notification, possibly caused by network issues or delays, does not constitute the driver being late.
Our “On-Time Guarantee” is our promise of reliability and punctuality for every journey you take with us.
Book with confidence and enjoy the assurance that comes with Excel Chauffeurs.
NOTE: Bookings made directly with drivers are illegal and not covered by insurance in case of accidents. Please book through official channels for your safety and protection.
