​Terms and Conditions for Chauffeur Service at Heathrow Airport

1. Change of Pick-Up Time

We highly recommend that you nominate a specific pick-up time. If you need to change your pick-up time, please contact our Customer Support team.

2. Waiting Time Charges for Chauffeur Service at Heathrow Airport

All passengers are entitled to one hour of complimentary waiting time. Additional waiting time beyond one hour will be charged at a rate of £11.50 per 15 minutes. We value our chauffeurs' time, and we appreciate our clients' understanding of this policy. The waiting rate applies to all types of vehicles, including E, S, or V Class luxury vehicles.

3. Nominating a Pick-Up Time

To save on parking and waiting costs, we highly recommend that you nominate a pick-up time. For example, if your flight is scheduled to land at 12:00 PM, you can choose to be picked up 45 minutes later.

4. Parking Fees at Airports

Heathrow Chauffeur Service only charges parking fees at the actual cost incurred. Please refer to the parking tariffs provided by Heathrow Airport. The parking fees at Terminals 2, 3, 4, or 5 are similar.

5. Monitoring Your Arrival

We monitor your flight and offer a complimentary meet and greet service at the arrivals area. It is highly recommended that you nominate a pick-up time for a smooth transition.

6. Change of Vehicle and Driver

In the chauffeur service industry, there may be situations where we need to arrange a different vehicle and driver for various reasons. This ensures uninterrupted service delivery. We may engage third-party licensed transfer providers, and while the car type may change, our main focus remains on maintaining a seamless chauffeur service.

7. Late Night Bookings

Payment

For bookings scheduled after 11:00 PM, we kindly request upfront payment for our chauffeur services and any other ground transportation arrangements. A chauffeur will only be assigned once the payment has been processed.

We usually request advance payment through a secure payment link or bank transfer. In the case of round trips, payment can also be arranged during the initial drop-off. Failure to make the payment for the return trip will result in the unavailability of a chauffeur. Our priority is to ensure a smooth late-night travel experience by securing a chauffeur and vehicle, while also ensuring fair compensation for our chauffeurs.

8. Maintaining Cleanliness Inside the Car

You can easily avoid any mess inside the car by being a responsible passenger. Please note that there is a legal fouling fee of £100.00 in accordance with existing laws. We reserve the right to refuse service to passengers who may potentially consume alcohol or illegal substances.

9. Refusal of Chauffeur Service

We have the right to refuse service to a passenger if their behavior, actions, or any potential threats compromise the safety of the passenger or the chauffeur.

10. Communication with Us

We understand the importance of timely and effective communication with our clients. If you feel that our communications are excessive for your inbox, please inform our Customer Support Team.

We utilize state-of-the-art communication tools to provide updates on the status of your driver, including their en-route status, arrival on-site, passenger boarding, and job completion. We greatly appreciate it when passengers stay in touch with their designated driver, as our meet and greet service relies on the active participation of our clients.

We kindly remind you to keep your mobile phone charged and accessible, as we may need to reach you via mobile or email. If there are any changes or delays in your trip, please contact us as soon as possible.

11. Cancellation Policies

We understand the importance of commitment and the resources invested in providing our services, including man

-hours, driver availability, administrative tasks, and processing fees. Therefore, we have established the following cancellation policies, which are reasonable and fair:

- If the trip is cancelled one week before the scheduled date, 80% of the payment will be refunded.
- If the trip is cancelled two days before the scheduled date, 50% of the payment will be refunded.
- If the trip is cancelled one day before the scheduled date, 20% of the payment will be refunded.
- If the trip is cancelled within 12 hours of the scheduled journey, regardless of when the booking was made, no refund will be provided.

Please note that there is an administration fee of £10.00 for all domestic cancellations and £25.00 for international cancellations. These policies help us maintain the quality of our services while considering the efforts and expenses involved in providing them.

12. Traffic Conditions and Mechanical Failure

Our chauffeurs diligently check Google Maps for traffic conditions before each journey. Additionally, our vehicles undergo regular maintenance to ensure their reliability. However, please understand that we cannot be held responsible for any delays caused by traffic congestion or mechanical issues. In the event of a mechanical failure, our team will make every effort to arrange a replacement vehicle. While we strive to provide a similar vehicle, if one is not available, we will ensure that you are safely transported in an alternative vehicle.

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