TERMS AND CONDITION

BY USING OUR WEBSITE OR APP MAKING A BOOKING WITH DELUXE DRIVE LONDON LTD, THE CLIENT (CUSTOMER) AGREES TO THESE TERMS AND CONDITIONS. THESE TERMS ALSO APPLY TO SUPPLY CHAIN OR TRANSPORTATION SERVICES AND OTHER SERVICES BOOKED VIA THE WEBSITE (DELUXE DRIVE LONDON LTD), TELEPHONE, EMAIL, OR APP. ALL BOOKINGS ARE SUBJECT TO AVAILABILITY. DELUXE DRIVE LONDON LTD, RESERVES THE RIGHT TO REFUSE ANY BOOKING.

Booking, service and payment

  1. To engage in binding contractual agreements, you must be at least 18 years old and have the legal capacity to do so.
  2. To obtain a quote or make a booking, kindly provide your full name, contact number, and email address. Without these details, Deluxe Drive London will be unable to extend further assistance
  3. By supplying your email address and phone number, you authorize Deluxe Drive London to contact you. Be assured that your contact information will not be disclosed to any third parties.
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  5. Advance reservations are necessary, and payment is due at the time of booking. Credit cards, PayPal, and bank transfers are acceptable methods of payment.
  6. For online bookings, please provide a minimum of 4 hours’ notice during office hours (08:00 to 22:30 UK time). If you need to book outside of these hours, please contact us at +44 (0) 2071934875.
  7. The prices displayed online are for travel within the UK. For trips to European destinations, please get in touch with our office directly.
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  9. There will be a 10% surcharge for bookings made between 10:30 PM and 06:00 AM.
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  11. If there are train or bus strikes, a 10% surcharge will be added during peak hours, from 07:30 AM to 09:30 AM and from 04:30 PM to 06:30 PM.
  12. Online prices are not applicable for bookings on public or bank holidays. There will be an additional 100% charge for Easter, Christmas, and New Year bookings. Other bank holidays may also involve additional surcharges.
  13. Bookings within the Congestion Charge Zone will incur a fee of £15.00. Additionally, fixed rates for airport pick-up range from £10 to £25, with an airport drop-off fee of £5.

Service Offerings and Vehicle Status

  1. The fleet comprises vehicles up to 5 years old, categorized into two classes: “Business vehicles” (up to 5 years old) and “Premium vehicles” (up to 3 years old). Booking a “Premium vehicle” incurs an approximately 25% surcharge. However, company policy may extend the vehicle age beyond 5 years under specific conditions.
  2. Sub-contracted vehicles may be provided, and the company reserves the right to substitute vehicles if necessary. All vehicles are licensed and insured for passenger and third-party claims. Additionally, vehicles are equipped with Dashcams that solely record video, with the microphone disabled to ensure passenger privacy. If you prefer not to be recorded, please inform us in advance.
  3. Our services operate on a single-trip basis, starting at Point A and ending at Point B, with possible additional stops along the route. Charges are based on distance and waiting time. Changes made after booking may result in additional charges.
  4. For hourly services within the city, there is a minimum hire of 4 hours, including 40 miles within London. Additional hours add 10 miles each, up to a maximum of 100 miles for 12 hours or more. Airport transfers can be included for an additional charge.
  5. Daily hires within the M25 require a 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. This service includes transfers to or from London airports.
  6. For daily hires outside the M25, there is a minimum hire of 8 hours, including 200 miles. Additional hours add 30 miles each. This service includes transfers to or from UK airports. However, due to safety considerations for services outside London and long-duration drives, there is a maximum limit of 14 hours and up to 400 miles.
  7. Trips outside London incur separate charges. Hours cannot be split between different times of the day, and minimum charges apply to single trips only, excluding airport transfers, defined as 8 hours minimum hire per day. Additionally, there is an additional £25 fee for two separate drop-off or pickup locations on the route.
  8. Executive saloons are charged at £0.75 per mile, first-class saloons/premium MPVs at £1.25 per mile, luxury SUVs at £1.75 per mile, and VIP MPVs at £2.25 per mile. Mileage is calculated based on the distance from London – Hyde Park Corner to the pick-up point, up to 100 miles.
  9. For all bookings, charges, including those for various requests such as extra waiting time, additional stops, extended service time, itinerary changes, or similar, may be processed automatically from the initially provided card, with an updated invoice emailed post-transaction. In the case of services spanning consecutive days, 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, with interest charged on late payments. Payment details aren’t stored on company systems but are securely referenced with payment providers, with current providers including Stripe Payments UK Limited.
  10. Additionally, to qualify for a £25 referral voucher, you must have completed at least one trip with Deluxe Drive London. The referred friend must mention your name during their first booking or in a follow-up email. The voucher is activated post-friend’s trip completion. If the trip is cancelled, no voucher is issued. Once received, the voucher is valid for 30 days. Please note that the voucher is only applicable for the first trip and is invalidated if used for subsequent trips

Vehicle Category

  1. First Class Saloon: Mercedes S-Class, BMW 7 Series, or similar
  2. Executive Saloon: Mercedes E-Class or similar
  3. MPV: Mercedes Benz – Vito or similar
  4. Premium MPVs: Mercedes V-Class or similar
  5. VIP MPVs: Mercedes V-Class – Senzati Jet Class or similar
  6. Luxury SUVs: Range Rover Autobiography Models or similar.

Cancellations and Refunds policy

  1. Methods of Cancellation: Flexible cancellation options are available, including contacting customer service, sending an email, or utilizing the online booking platform.
  2. Proof of Cancellation: If unable to self-cancel or contact us by phone, an email within the free cancellation period serves as the only valid proof.
  3. Refund Timing: Refunds for valid free cancellations are returned to the client’s account within 10 business days.
  4. Non-Refundable Credit/Debit Payments: Any fees paid with a credit/debit card are non-refundable.
  5. Cancellation for Unregistered Users: Users who booked without registering should directly contact the company for cancellations or amendments.
  6. Cancellation for Registered Users: Registered users should handle cancellations by logging in and contacting the company for any amendments.
  7. 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.
  8. 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.
  9. Special Bookings (Events or Bookings 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.
  10. 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.
  11. 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.
  12. 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.

Other Reasons for Cancellation:

  1. 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.
  2. 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.
  3. 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’.

Pet Policy:

  1. Only guide and hearing dogs are permitted without prior written agreement. Additional fees may be applicable for other animals.

Liability

  1. Insurance Coverage: Deluxe Drive London’s vehicles and subcontracted vehicles are comprehensively insured for passenger and third-party claims. However, customers carry their properties at their own risk.
  2. Seat Belt Liability: Seat belt usage is mandatory as per the Highway Code. Non-compliance absolves Deluxe Drive London from liability in the event of accidents.
  3. Luggage & Personal Items Liability: Passengers are accountable for ensuring the loading and unloading of their belongings. Deluxe Drive London bears no responsibility for any loss or damage to items not handled during loading or unloading.
  4. Luggage & Personal Items Responsibility: Passengers are accountable for ensuring their belongings are loaded and unloaded. Deluxe Drive London bears no liability for the loss or damage of items that are not loaded or unloaded.
  5. Child safety in vehicle compliance with UK Law: Deluxe Drive London upholds child restraint laws for individuals up to 135 cm in height or 12 years of age. Failure to comply may result in refusal of service and potential booking cancellation fees. The parent or responsible passenger is ultimately responsible for the child’s safety at all times.
  6. Lost Item Procedures: If an item is suspected to have been left in a vehicle, please contact Deluxe Drive London. Every effort will be made to retrieve lost property; however, Deluxe Drive London cannot be held responsible for any loss or subsequent distress. To facilitate the process, providing detailed information about the lost item, including its description, location within the vehicle, and the date and time of the journey, is essential.
  7. Accident and incidents Limited Liability: Liability is restricted to the coverage provided by the driver/subcontractor insurer or fleet insurer. Deluxe Drive London assumes no liability for injuries or damages resulting from a passenger’s failure to adhere to safety guidelines.
  8. Customer Accountability: Customers will be invoiced for any damages they cause, and legal action may be pursued for non-payment.
  9. Door Handling Responsibility: Chauffeurs are responsible for opening and closing doors. If a passenger handles the doors, they assume liability for any resulting damage.
  10. Damage/Soiling Responsibility: Clients are responsible for any damage or soiling that occurs during the rental period. Fees may be applied for repairs or valeting downtime.

Driving Regulations:

  1. Passenger Conduct: A chauffeur may decline to drive if a passenger exhibits disruptive, dangerous, or unlawful behaviour.
  2. Driver’s Authority: The driver has the authority to remove or prevent the boarding of passengers deemed to pose a threat or violate regulations.
  3. Customer-Incurred Penalties: Customers are accountable for penalties resulting from their actions or failure to obtain prior approvals. This encompasses penalties related to special parking, building management, and similar scenarios. Any such penalties will be billed to the customer.

Luggage Policy:

  1. Luggage Limit & Rejection: Luggage weight is restricted based on the vehicle type. Excessive luggage may result in trip cancellation and associated fees.
  2. Excessive Luggage: A cancellation fee may be applicable if a customer exceeds the luggage allowance outlined in the company’s standard luggage policy.
  3. 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.
  1. 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

Missed Flights:

  1. Non-Liability for Missed Flights: Deluxe Drive London bears no responsibility for missed flights. Refer to General Expectation for further details.

Smoking and Alcohol:

  1. Smoking Prohibition: Smoking is prohibited in all vehicles operated by Deluxe Drive London as per legal requirements.
  2. Alcohol Influence: A chauffeur reserves the right to refuse service to passengers under the influence of alcohol.
  3. Alcohol Consumption: Written permission from Deluxe Drive London is necessary for alcohol consumption in vehicles.
  4. Violation Penalty: A £240 tax-inclusive penalty is imposed for violations of the non-smoking policy.

Service Duration:

Deluxe Drive London adheres to the booked service duration. Additional services are subject to separate charges.

Communication: The provided email address permits Deluxe Drive London to communicate with the customer, ensuring no sharing of information with third parties.

Punctuality and Delays: The company is not accountable for delays beyond its control. Please refer to General Expectation for further details. Customers are advised to allocate adequate time for service completion.

Notification and Refund: In the event of a driver’s delay, the company will notify the customer, offer alternatives, or process a refund within 10 working days.

Compensation: A compensation voucher valued up to £100 is provided for significant inconveniences experienced by the customer.

Vehicle/Chauffeur Change: If necessary, the company may assign a different vehicle or chauffeur to fulfil the service requirements.

Termination: The company reserves the right to terminate the service at any time and for any reason.

Waiting Time:

  1. Airport Collection: 60 minutes of complimentary waiting time is provided for UK airport collections.
  2. General Waiting: For other journeys, a 15-minute waiting period is included at no additional cost.
  3. Waiting Charges: After the free waiting period, charges are applied in 15-minute increments. These charges are automatically debited from the provided card at the time of booking.
  4. Incremental Charges: Charges are calculated based on 15-minute increments. For example, if the waiting time is 15 minutes or less, the cost will be for one increment. Each subsequent 15-minute period incurs an additional charge.

Vehicle-specific Rates: Detailed rates for each vehicle type are as follows:

  • For the FIRST-CLASS SALOON (Up To 5 Years): £70 per hour
  • For the FIRST-CLASS SALOON (Up To 3 Years): £90 per hour
  • For the EXECUTIVE SALOON: £55 per hour
  • For the PREMIUM MPV: £80 per hour
  • For the VIP MPV: £165 per hour
  • For the LUXURY SUV: £130 per hour

General Exceptions:

  1. Uncontrollable Circumstances: We shall not be held liable or accountable for any failure or delay in fulfilling any of our commitments under a Contract caused by an Uncontrollable Event. An Uncontrollable Event is defined as any occurrence or situation beyond our reasonable control, including but not limited to war, invasion, hostilities (whether declared or not), civil unrest, revolution, rebellion, Storm, flood, snow, earthquake, subsidence, epidemic, or other natural calamities, as well as the failure of public or private telecommunications networks. This also encompasses traffic delays, tire punctures, road accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts.
  2. Vehicle Challenges: While we will endeavour to provide alternative solutions for punctures or breakdowns, we cannot guarantee punctuality.

Complaints:

  1. Immediate Resolution: Any grievances should be promptly addressed with the driver or company for swift resolution.
  2. Complaint Submission: Complaints must be submitted in writing within 14 days of service termination. The company commits to responding within 28 days.
  3. Required Details: Please provide contact information, service date, details of the complaint, supporting documentation, and preferred resolution.
  4. Complaint Email: Submit complaints to bookings@deluxedrivelondon.com

Zero Tolerance Policy:

  1. Harassment Policy: We maintain a zero-tolerance policy against harassment, discrimination, and rudeness, whether verbal or written, directed towards our employees and contractors. In such instances, we reserve the right to immediately withdraw our goods and services to consumers. Any funds paid for goods and services rendered will not be refundable.

Changes to Terms & Conditions:

  1. Policy Updates: The company retains the right to amend the terms and conditions at any time.

Consumer Rights:

For guidance on consumer rights pertaining to services delivered without professionalism and a duty of care, the Citizens Advice Bureau offers valuable resources. Their information and services can be accessed at www.citizensadvice.org.uk.

THE COMPANY

Deluxe Drive London operates as a private hire vehicle operator under the ownership of Deluxe Drive London Ltd and holds a license from Castle Point. We exclusively accept direct booking requests from clients for chauffeur-driven travel. Additionally, to ensure comprehensive regulatory compliance and accommodate a wider range of services, we leverage the fleet license of our partners, who operate under a TfL (Transport for London) operator license. This collaboration enables us to deliver an extensive service portfolio while adhering to all legal and safety standards.

Our chauffeurs are not licensed or authorized to accept bookings. Clients are kindly advised to make reservations only through our website booking form at https://deluxedrivelondon.com/, via email at bookings@deluxedrivelondon.com, or by phone at +44 (0) 2071934875.

Deluxe Drive London exclusively accepts payments directly. Our chauffeurs do not collect fares unless under rare exceptions authorized by us and confirmed to the customer in advance. We reserve the right to cancel any booking with a passenger, and all bookings are subject to availability.

Deluxe Drive London Ltd – Licensed Private Hire Operator

Deluxe Drive London Ltd is a fully licensed and insured private hire operator, authorised by both Transport for London (TfL) and Hertsmere Borough Council.

  • Licensing: Licensed under both TfL and Hertsmere Borough Council Private Hire Operator Licences.
  • Insurance: Covered by comprehensive Public and Employers’ Liability Insurance.
  • Driver Standards: All chauffeurs are fully licensed, DBS-checked, and trained to deliver the highest standards of customer care and road safety.
  • Fleet Standards: Our fleet is professionally maintained, fully insured, and fully compliant with both TfL and Hertsmere regulations for safety and emissions.

DATA PROTECTION AND PRIVACY

Data protection and privacy laws aim to safeguard individuals’ personal information from unauthorized access, use, disclosure, and destruction. The General Data Protection Regulation (GDPR) is a fundamental EU legislation governing data protection and privacy, applicable to all organizations operating within the European Union. It delineates individuals’ rights regarding their personal data and organizations’ obligations when processing such data. In the UK, the GDPR is implemented through the Data Protection Act 2018. Concerns regarding data protection and privacy can be addressed to the Information Commissioner’s Office (ICO) in the UK, responsible for enforcing data protection laws.

All customer data is securely stored and solely utilized to provide the best service. Deluxe Drive London does not share customer data with any third parties without prior consent. We do not retain any credit card data.

We utilize third-party payment processors, holding PCI-DSS certification, and while we are not responsible for any errors by these processors, we ensure compliance with data protection regulations. Deluxe Drive London will only share customer data with third parties if mandated by law.

INTELLECTUAL PROPERTY RIGHTS AND LICENSE

All trademark rights, copyrights, database rights, and other intellectual property pertaining to Deluxe Drive London are exclusively owned by Deluxe Drive London Ltd and/or its affiliated companies. We hold copyright for Deluxe Drive London within the UK and globally.

Applicable Law:

The Terms and Conditions, including any related contract, are exclusively governed by UK law. This ensures that any disputes or legal matters arising from the agreement will be resolved in accordance with UK law. This provision helps clarify the legal framework within which the agreement operates and ensures that parties’ rights and obligations are defined and protected under UK jurisdiction.

 

CONTACT DETAILS:

Deluxe Drive London Ltd

Company Registration No: 15617282

Email: bookings@deluxedrivelondon.com

Web: deluxedrivelondon.com

Tel: +44(0)2071934875