Terms & Conditions
General Terms:
BY USING OUR WEBSITE OR APP, YOU (“CUSTOMER”) AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS (“TERMS”). THESE TERMS ALSO APPLY TO THE SUPPLY OF ALL TRANSPORTATION SERVICES AND OTHER SERVICES BOOKED VIA THE WEBSITE (WWW.EXCELCHAUFFEURS.COM), TELEPHONE, EMAIL, SMS OR APP.
Table of Contents
| 1. Booking and Payment | 9. Luggage Policy |
| 2. Vehicles and Services | 10. Missed Flights |
| 3. Fleet Categories | 11. Smoking and Alcohol |
| 4. Cancellation and Refund Policy | 12. Duration of Service |
| 5. Conveyance of Animals | 13. Waiting Time |
| 6. Liability | 14. General Exceptions |
| 7. Damage to Vehicles | 15. Complaints |
| 8. Driving Regulations | 16. Zero Tolerance Policy |
| 17. Changes to Terms & Conditions |
Terms & Conditions
| Section | Item | Description |
| 1. Booking and Payment | Eligibility | You must be at least 18 years old and legally capable of entering into binding contracts. |
| Contact Information | To obtain a quote or make a booking, provide full name, contact number, and email address. If not provided, Excel Chauffeurs cannot assist further. | |
| Communication | By supplying your email and phone number, you permit Excel Chauffeurs to contact you. Your contact information will not be supplied to third parties. | |
| Payment Methods | Bookings must be made in advance. Payment is required at the time of booking. Acceptable methods include credit cards, PayPal, and bank transfers. | |
| Notice for Bookings | A minimum of 4 hours’ notice for online bookings during office hours (08:00 to 22:00 UK time). If you need to book outside of this notice or time frame, call +44 (0) 204 515 4441. | |
| Travel Boundaries | Online prices are for travel within the UK. For European travels, call the office. | |
| Additional Charges | Bookings between 22:00 (10:00pm) – 06:00 am have a 10% surcharge. During train and bus strikes, there’s a 10% surcharge during rush hours from 07:30 am to 09:30 am and from 16:30 (04:30 pm) to 18:30 (06:30 pm). No online prices for public/bank holidays. 100% additional charge for Easter, Christmas, and New Year. Other bank holidays can have ad additional surcharge. Bookings through the Congestion Charge Zone have a £10.00 fee. Fixed airport pick-up rates range from £10 to £25. Airport drop-off fee is £5. | |
| 2. Vehicles and Services | Vehicle Age and Categories* | Fleet includes vehicles up to 5 years old. Two classes: “Business vehicles” (up to 5 years old) and “Premium vehicles” (up to 3 years old). Booking a “Premium vehicle” results in an around to 25% surcharge. Company policy may extend vehicle age beyond 5 years under specific conditions. |
| Sub-contracted Vehicles | Sub-contracted vehicles may be provided. The company can substitute vehicles if necessary. All vehicles are licensed and insured for passenger and third party claims. | |
| 2.1. Dashboard Camera Awareness | Privacy | Vehicles are equipped with Dashcams that only record video. The microphone is disabled for passenger privacy. If you prefer not to be recorded, inform in advance. |
| 2.2. One Way | Description | A single trip service starting at Point A and ending at Point B. Possible additional stops along the route. Charges based on distance and waiting time. |
| Itinerary Changes | Changes after booking may result in additional charges. | |
| 2.3. By The Hour/Daily Hire | Hourly Booking Details | By the Hour (City): Minimum hire of 3 hours including 30 miles within London. Additional hours add 10 miles each up to a maximum of 100 miles for 12 hours or more. Do not include airport transfers. This service can be included for additional charge. Daily Hire (Inside M25): Minimum hire of 8 hours including 80 miles within London. Additional hours add 10 miles each up to a maximum of 100 miles for 12 hours or more. Includes transfers to or from London airports. Daily Hire (Outside M25) : Minimum hire of 8 hours including 200 miles. Additional hours add 30 miles each. Includes transfers to or from UK airports. NOTE: Due to safety considerations for services outside London and long-duration drives, the limit is set to a maximum of 14 hours and up to 400 miles. |
| Extra Mileage Charges | Separate charge for trips outside London. Hours cannot be split between different times of day. Minimum charges apply to single trips only, excluding airport transfers. | |
| Daily Booking Details | Defined as 8 hours minimum hire per day. | |
| 2.4. Extra STOP | Charges | Additional £25 fee for two separate drop-off or pickup locations on the route. |
| 2.5. Beyond Boundary Charge | Explanation | Charge for trips with both the pick-up and drop-off outside London or outside M25. It covers driver costs for operating outside the usual service area. |
| Rates | Executive Saloon: £0.75/mile, First Class Saloon/Premium MPV: £1.25/mile, Luxury SUV: £1.75/mile, VIP MPV: £2.25/mile. Mileage calculated based on distance from London – Hyde Park Corner to pick-up point up to 100 miles. | |
| 2.6. Payment Policy for Additional Charges | Billing Process | For all bookings, charges, including those for various requests such as extra waiting time, additional stops, extended service time, itinerary changes, full valet or similar, may be processed automatically from the card provided initially, with an updated invoice emailed post-transaction. For services spanning consecutive days, such additional charges will be consolidated and communicated via email with a single payment link after the final trip. Payment is required within 12 hours of receiving this notification. Failure to respond or pay within this period will result in the initial payment card being automatically charged. If automatic billing is not possible, you will be notified by email with a payment link. Invoices must be settled within 30 working days. Interest will be charged on late payments. |
| Payment Security | Payment details aren’t stored on company systems but are securely referenced with payment providers. Current providers include Stripe Payments UK Limited. | |
| 2.7. Policy for Promotional Code ‘Welcome’ | Usage | Applicable only for the first trip. Invalidated if used for subsequent trips. |
| 2.8. Referral Voucher Policy | Eligibility | To qualify for a £25 referral voucher, you must have completed at least one trip with Excel Chauffeurs. |
| Referral Process | Referred friend must mention your name during their first booking or in a follow-up email. | |
| Voucher Activation & Validity | Voucher activated post friend’s trip completion. If the trip is cancelled, no voucher is issued. Once received, the voucher is valid for 30 days. | |
| 3. Fleet Categories | First Class Saloon | Mercedes S-Class, BMW 7 Series or equivalent |
| Executive Saloon | Mercedes E-Class or equivalent | |
| Premium MPV’S | Mercedes V-Class or equivalent | |
| VIP MPV | Mercedes V-class – Senzati Jet Class or equivalent | |
| Luxury SUV | Range Rover Autobiography Models or equivalent | |
| 4. Cancellation and Refund Policy | Methods of Cancellation | Flexible cancellation options include contacting customer service, sending an email, or using the online booking platform. |
| Proof of Cancellation | If unable to self-cancel or to contact us by phone, an email within the free cancellation period serves as the only valid proof. | |
| Refund Timing | Refunds for valid free cancellations are returned to the client’s account within 10 business days. | |
| Non-Refundable Credit/Debit Payments | Any fees paid with a credit/debit card are non-refundable.** | |
| Cancellation for Unregistered Users | Users who booked without registering should directly contact the company for cancellations/amendments. | |
| Cancellation for Registered Users | Registered users should handle cancellations by logging in and contact the company for any amendments. | |
| 4.1. Cancellation fee – ONE WAY | More than 12 hours before pickup | Cancellations result in a full refund.** |
| Less than 12 hours before pickup | 25% of all fees are non-refundable. | |
| Less than 6 hours before pickup | 50% of all fees are non-refundable. | |
| Less than 4 hours before pickup | All fees are non-refundable. | |
| 4.2. Cancellation fee – BY THE HOUR / DAILY HIRE | More than 24 hours before pickup | Cancellations result in a full refund.** |
| Less than 24 hours before pickup | 50% of all fees are non-refundable. | |
| Less than 12 hours before pickup | All fees are non-refundable. | |
| 4.2.1. Special Bookings (Booking or Events for Two or more consecutive days) | More than 48 hours before pickup | Cancellations result in a full refund.** |
| Less than 48 hours before pickup | The first day’s fee (for each vehicle) is non-refundable. | |
| Less than 24 hours before pickup | The fees for the first two days (for each vehicle) are non-refundable. | |
| 4.3. Airport cancellation fee | More than 8 hours before pickup | Cancellations result in a full refund.** |
| Less than 8 hours before pickup | All fees are non-refundable. | |
| No Show & Waiting Time | If the customer doesn’t appear within 90 minutes (for airport pickup) and 45 minutes (for address pickup) from the pickup time and doesn’t inform about delays, it’s considered a “No Show”. All fees are non-refundable, and waiting time will be charged in full. 60 minutes of free waiting for airport pickups and 15 minutes for regular pickups are offered. | |
| Extra Luggage Policy | Overloading luggage beyond the vehicle’s limit might result in trip cancellation and full charges. Specific luggage limits vary by vehicle type. | |
| 4.4. Other Reasons for Cancellation | Postponed Trips | Rescheduling from a non-‘Free Cancellation’ period to a ‘Free Cancellation’ period and then cancelling will result in fees based on the initial booking. The trip cannot be rescheduled less than 4 hours before the booking time for One Way service, and not less than 12 hours for the By the Hour service. The special bookings (events, or bookings for two or more consecutive days) cannot be postponed with less than 24 hours’ notice. The maximum period accepted for rescheduling a trip from a non-‘Free Cancellation’ period to a ‘Free Cancellation’ period is 7 days and can be made just one time. If it’s over this period, the trip will be considered cancelled. |
| Last-minute Alterations | Changes made less than 30 minutes before the scheduled time that exceed the 15-minute grace period will incur additional charges. Delays over 2 hours are treated as ‘No Show/Cancellation’, necessitating a new reservation unless you choose to proceed with the same booking by paying for the additional waiting time. | |
| No Show Policy | Specific conditions under which a service is marked as ‘No Show’ and its associated charges. For One Way services: If the customer does not arrive within 45 minutes of the scheduled pick-up time, the trip will be classified as a ‘No Show’. | |
| 5. Conveyance of Animals | Animal Policy | Only guide and hearing dogs are allowed without prior written agreement. Additional charges may apply for other animals. |
| 6. Liability | Insurance Coverage | Excel Chauffeurs’ vehicles and subcontracted vehicles are fully insured for passenger and third-party claims. However, customer properties are carried at their own risk. |
| Seat Belt Liability | The Highway Code requires seat belt use. Non-compliance releases Excel Chauffeurs from liability in case of accidents. | |
| Luggage & Personal Items Liability | Passengers are responsible for ensuring their belongings are loaded/unloaded. Excel Chauffeurs isn’t liable for loss or damage of items not loaded/unloaded. | |
| 6.1. Child Safety in Vehicles | Compliance with UK Law | Excel Chauffeurs enforces child restraint law up to 135 cm in height or 12 years of age. Non-compliance may lead to service refusal and possible booking cancellation fees. The parent or responsible passenger is ultimately responsible for the child’s safety at all times. |
| 6.2. Lost Property Policy | Lost Item Procedures | If an item is believed to be left in a vehicle, contact Excel Chauffeurs. Efforts are made to return lost property, but Excel Chauffeurs isn’t responsible for any loss or subsequent distress. To assist in the process, it is important to provide as much detail as possible about the lost item, including a description, location within the vehicle, and date and time of the journey. |
| 6.3. Accidents and Incidents | Limited Liability | Liability is confined to coverage by the driver/subcontractor insurer or fleet insurer. Excel Chauffeurs isn’t liable for injuries or damages from a passenger’s failure to adhere to safety guidelines. |
| 7. Damage to Vehicles | Customer’s Accountability | Customers will be billed for damages they cause. Legal action may be pursued for refusal to pay. |
| Door Handling Responsibility | Chauffeurs are responsible for opening/closing doors. If a passenger does, they’re liable for any damage caused. | |
| Damage/Soiling Responsibility | Clients are accountable for damage/soiling during rental. Fees might be charged for repairs/valeting downtime. | |
| 8. Driving Regulations | Passenger Behaviour | Chauffeur can refuse to drive due to disruptive, dangerous, or illegal behaviour by the passenger. |
| Driver’s Right | The driver can remove or prevent boarding of passengers believed to be harmful or in violation of regulations. | |
| 8.1. Penalties | Customer-Induced Penalties | Customers are responsible for penalties due to their actions or failure to obtain prior approvals. This includes penalties related to special parking’s, building management, and similar situations. Any such penalties will be charged to the customer. |
| 9. Luggage Policy | Luggage Limit & Refusal | Weight is limited based on vehicle type. Excess luggage may lead to trip cancellation and fees. |
| Excess Luggage | A cancellation fee may apply if a customer has more luggage than allowed under the company’s standard luggage policy. | |
| Luggage Dimensions (First Class Saloon, Executive Saloon, Luxury SUV and VIP MPV)*** | Dimensions: 4× Cabin (55×40×25 cm), OR 2× Medium (66×44×27 cm) + 1x Cabin, OR 1× Large (75×52×31 cm) + 2x Cabin, OR 1× Extra Large (81×55×36 cm) + 1x Cabin. | |
| Luggage Dimensions (Premium MPV)*** | Dimensions: 12× Cabin (55×40×25 cm) OR 6× Medium (66×44×27 cm) + 4x Cabin OR 5× Large (75×52×31 cm) + 3x Cabin OR 4× Extra Large (81×55×36 cm) + 2x Cabin | |
| 10. Missed Flights | Non-Liability for Missed Flights | Excel Chauffeurs isn’t liable for missed flights. Reference clause 14 for more details. |
| 11. Smoking and Alcohol | Smoking Prohibition | Smoking prohibited in all Excel Chauffeurs’ vehicles by law. |
| Alcohol Influence | Chauffeur can refuse service to passengers under alcohol influence. | |
| Alcohol Consumption | Requires written permission from Excel Chauffeurs to consume in vehicles. | |
| Violation Penalty | £250 tax-inclusive for violation of non-smoking policy. | |
| 12. Duration of Service | Service Duration | Excel Chauffeurs to provide services as per booking duration. Additional services are charged separately. |
| Communication | Email supplied allows Excel Chauffeurs to contact the customer, with a promise of no third-party sharing. | |
| Punctuality and Delays | Company isn’t responsible for uncontrollable delays. Please refer to clause 14. Customers must allow sufficient service completion time. | |
| Notification and Refund | In case of a driver’s delay, the company will notify, provide alternatives, or refund within 10 working days. | |
| Compensation | A compensation voucher valued up to 100 GBP is offered for significant inconveniences. | |
| Vehicle/Chauffeur Change | The company might provide a different vehicle/chauffeur if necessary. | |
| Termination | Company can end service at any time for any reason. | |
| 13. Waiting Time | Airport Collection | 60 minutes of free waiting time for UK airports collections and 30 minutes free of waiting time for private jets and train stations. |
| General Waiting | Other journeys have 15 minutes of complimentary waiting. | |
| Waiting Charges | Charges are applied in 15-minute increments after the free waiting time. Charges are applied to the provided card at booking time. | |
| Incremental Charges | Charges are based on 15-min increments, so if the waiting time is 15 minutes or less, the cost will be for one increment. 15 minutes = 1 increment, 30 minutes = 2 increments, etc. | |
| Vehicle-specific Rates | Detailed rates for each vehicle type are provided: For the FIRST CLASS SALOON | Up To 5 Years, the rate is £84 per hour For the FIRST CLASS SALOON | Up To 3 Years, the rate is £108 per hour For the EXECUTIVE SALOON, the rate is £60 per hour For the PREMIUM MPV, the rate is £84 per hour For the VIP MPV, the rate is £168 per hour For the LUXURY SUV, the rate is £126 per hour | |
| 14. General Exceptions | Uncontrolled Events | We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by an Event beyond our control. An event beyond Our Control is defined as any act or event beyond our reasonable control, including war, invasion, hostilities (whether war declared or not), civil war, revolution, rebellion, Storm, flood, snow, earthquake, subsidence, epidemic, or other natural disasters, or failure of public or private telecommunications networks. Without limitation traffic delays, tire punctures, road traffic accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts. |
| Vehicle Issues | Will attempt to provide alternative solutions for punctures/breakdowns, but punctuality can’t be guaranteed. | |
| 15. Complaints | Immediate Resolution | Seek resolution immediately with the driver or company. |
| Complaint Submission | Must be written within 14 days of service termination. Company will reply within 28 days. | |
| Required Details | Contact information, service date, complaint details, supporting documentation, preferred resolution. | |
| Complaint Email | Submit complaints to complaints@excelchauffeurs.com | |
| 16. Zero Tolerance Policy | Harassment Policy | We have a zero-tolerance policy against harassment, discrimination, and rudeness either verbally or in writing against our employees and contractors. In such an event, we reserve full rights to withdraw our goods and services to consumers effective immediately. Full money paid for goods and services won’t be refundable. |
| 17. Changes to T&C | Policy Updates | Company reserves the right to modify terms and conditions anytime. |
“For our Driver Terms and Conditions, please click here.”
CONSUMER RIGHTS
Citizens Advice Bureau can provide information on consumer rights related to services not performed with professionalism and a duty of care. You can access their information and services at www.citizensadvice.org.uk
THE COMPANY
Excel Chauffeurs is a private hire vehicle operator belonging to the company Excel Chauffeurs Ltd and licensed by Castle Point. We only accept direct booking(s) requests from our clients for chauffeur-driven travel. Additionally, to ensure full regulatory compliance and to cover a wider range of jobs, we also utilize our partners’ fleet licence, which operates under a TfL (Transport for London) operator licence. This collaboration allows us to provide a more extensive service while adhering to all legal and safety requirements.
Our chauffeurs are not licensed and not authorised to accept bookings. The client(s) is kindly advised to only place reservations through our website booking form http://www.excelchauffeurs.com, via email at bookings@excelchauffeurs.com or phone call at +44 (0) 204 515 4441
Excel Chauffeurs only accept payments directly. Our chauffeurs never collect fares (except through super exceptions authorized by us and confirmed to the customer in advance). Excel Chauffeurs reserve the right to cancel any booking with a passenger. All bookings are subject to availability.
DATA PROTECTION AND PRIVACY
Data protection and privacy laws aim to protect individuals’ personal information from unauthorized access, use, disclosure, and destruction. The General Data Protection Regulation (GDPR) is a key piece of EU legislation that governs data protection and privacy. It applies to all organizations operating within the European Union (EU) and sets out the rights of individuals with regard to their personal data, as well as the obligations of organizations when processing personal data. In the UK, the GDPR is implemented through the Data Protection Act 2018. If you have concerns about data protection and privacy, you can contact the Information Commissioner’s Office (ICO) in the UK, which is responsible for enforcing data protection and privacy laws.
All customer data is stored securely and is only used for the purpose of providing the customer with the best possible service. Excel Chauffeurs will never share customer data with any third parties without the customer’s prior consent.
Excel Chauffeurs do not store any credit card data.
Excel Chauffeurs uses the services of third party payment processors. Excel Chauffeurs is not responsible or liable for any errors by these payment processors who hold PCI-DSS certification.
Excel Chauffeurs will never share any customer data with any third parties, unless required to do so by law.
INTELLECTUAL PROPERTY RIGHTS AND LICENSE
All trademark rights, copyright, database rights and any other intellectual property rights of any nature relating to Excel Chauffeurs are exclusively owned by Excel Chauffeurs Ltd and/or its group of companies.
Excel Chauffeurs Ltd hold copyright for Excel Chauffeurs within the United Kingdom and the rest of the World.
Applicable Law:
The statement “The Terms and Conditions and any related contract are performed, regulated and interpreted exclusively in accordance with UK law” means that the legal agreement between the parties, including any terms and conditions, will be governed by the laws of the United Kingdom. This means that any disputes or legal issues arising from the agreement will be resolved according to UK law.
This statement is commonly included in contracts to specify the governing law and jurisdiction, which helps to ensure that the parties understand the legal framework within which the agreement will operate. By specifying that UK law will apply, the parties can have confidence that their rights and obligations will be clearly defined and protected under the jurisdiction of UK courts.
It’s important to note that the choice of governing law can have significant implications for the parties, as different countries may have different laws and regulations regarding contracts, dispute resolution, and other legal matters.
Terms and conditions revised on 10.05.2024 – Clause 13
CONTACT DETAILS:
Excel Chauffeurs Ltd
Company Registration No: 15334420
Address: 3rd Floor, 45 Albemarle Street, W1S 4JL, London, UK
Tel: 0204 515 4441
Email: info@excelchauffeurs.com
*Our company policy allows for vehicles in good condition to be extended for a maximum of 18 months beyond the typical 5-year age limit. However, this extension will be reviewed and potentially extended every 3 months.
**Refund Policy for Credit/Debit Card Payments: Please note that transaction fees of 3% paid using a credit or debit card are non-refundable.
***Luggage Size and Dimensions: Maximum allowable amount of each type of luggage, based on average luggage sizes from Rimowa, Samsonite, and Away.
