Terms and Conditions

1. Operator, agency status and regulatory compliance

Operator responsibilities and licensing

Drive Chauffeur operates under Private Hire Operator Licence PH010 issued by Guildford Borough Council. Drive Chauffeur accepts private-hire bookings and arranges for journeys to be carried out by appropriately licensed and insured drivers, vehicles and/or licensed subcontracted private-hire operators, as applicable.

Booking and contractual arrangements

The legal and contractual position for a particular journey depends on how that booking is accepted and fulfilled. Where Drive Chauffeur acts as a disclosed booking agent for an independent driver or subcontracted operator, the customer will be informed of the relevant arrangement and the transport service will be provided by the fulfilling driver/operator.

Subcontracting

Where permitted by applicable private-hire legislation and licensing requirements, a booking may be subcontracted to another appropriately licensed private-hire operator. Any subcontracting arrangement will be handled in accordance with the legal and licensing requirements that apply to the booking.

VAT

Any VAT treatment depends on the contractual arrangement, the supplier of the relevant service and that supplier's VAT status. Where VAT is applicable, it will be dealt with in accordance with UK tax requirements and the relevant invoice or receipt.

2. Making a booking

Online booking enquiries should normally be submitted at least 8 hours before travel. For travel required within 8 hours, call 01483 725155 to check availability.

A booking is not confirmed merely because an enquiry or form has been submitted. A journey is confirmed when Drive Chauffeur has accepted the booking and provided confirmation of the agreed arrangements.

3. Prices, deposits and payment

The price, payment requirements and any deposit applicable to a journey will be communicated as part of the quotation or booking process. Additional services specifically purchased or arranged for a customer may be charged separately where agreed.

Where a specific vehicle, chauffeur or additional service has been reserved and a deposit or third-party cost has been incurred, cancellation or amendment may affect whether that amount can be refunded.

4. Cancellations and amendments

To cancel or amend a booking, contact Drive Chauffeur as soon as possible by telephone or email. Cancellation charges may apply according to the stage reached when the cancellation is received and any costs already incurred.

• If a chauffeur or vehicle has already been dispatched, a charge may be made for the time, mileage and other reasonable costs incurred up to the point of cancellation.
• If a specific vehicle or chauffeur has been reserved and a deposit paid, the deposit may be retained where it reflects costs or commitments already incurred.
• If additional goods or services have been purchased specifically for the booking, the customer may be responsible for non-refundable third-party costs.
• Material changes to pickup time, route, passenger numbers, luggage or destination may require a revised quotation and are subject to availability.

Any cancellation charge will be assessed by reference to the circumstances of the booking and the terms communicated when it was accepted.

5. Waiting time and airport collections

Where waiting charges apply, they are calculated at £10 for each 15-minute period.

Incoming airport bookings include up to 60 minutes of complimentary waiting time under the booking terms communicated for the journey. The point from which complimentary waiting begins should be confirmed as part of the airport booking arrangements.

If the passenger cannot be located or contacted after the applicable waiting period, Drive Chauffeur will make reasonable efforts to contact the booking party using the details provided. A booking may then be treated as a no-show and charges may apply.

6. Passenger conduct and vehicle care

Passengers must behave in a way that does not endanger the chauffeur, other passengers, the vehicle or members of the public. Drive Chauffeur or the fulfilling chauffeur/operator may refuse to begin or may terminate a journey where behaviour creates a safety, legal or material vehicle-damage risk.

Smoking and illegal drug use are not permitted in vehicles. Consumption of alcohol, food or other drinks may be restricted by the chauffeur/operator or by the terms of the particular booking.

The customer may be responsible for reasonable cleaning, repair or replacement costs where a passenger causes exceptional soiling or damage beyond ordinary use. Evidence of the loss or cost may be provided where a charge is made.

7. Delays, events outside reasonable control and journey times

Journey and arrival times can be affected by circumstances outside reasonable control, including severe traffic, collisions, road closures, security incidents, extreme weather, major events, mechanical problems and other disruption.

Drive Chauffeur will use reasonable care in arranging the service, but estimated journey times are not guarantees. Customers travelling for flights, trains, events or other time-critical appointments are responsible for allowing an appropriate margin for foreseeable disruption.

Where a vehicle cannot complete a journey because of an unexpected operational problem, reasonable efforts may be made to arrange an alternative where practicable, but availability cannot always be guaranteed.

8. Luggage, personal property and passenger requirements

Customers must disclose unusual, excessive or oversized luggage and any material passenger requirements before the booking is confirmed. The chauffeur may be unable to carry items that cannot be transported safely or legally in the booked vehicle.

Passengers are responsible for their personal belongings. If property is left in a vehicle, contact Drive Chauffeur promptly and we will assist with reasonable efforts to locate it. This does not remove any legal responsibility that may apply to the person or operator in possession of the property.

9. Liability

Responsibility for a booking depends on the contractual and operational arrangements for that journey and on applicable law. Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability that cannot be excluded under consumer protection law.

To the extent permitted by law, Drive Chauffeur is not responsible for losses caused solely by events outside its reasonable control. Any claim relating to the driving or operation of a vehicle may also involve the licensed driver or operator that fulfilled the journey.

Customers should maintain appropriate travel insurance where the consequences of delay, cancellation or missed onward travel could be significant.

10. Bookings must be made through the operator

Customers should not attempt to create an unrecorded private-hire booking directly with a chauffeur outside the licensed booking process. Future journeys should be requested and confirmed through Drive Chauffeur or the relevant licensed private-hire operator so that the booking is properly recorded and managed.

Drive Chauffeur cannot accept responsibility for a separate arrangement that was never accepted or confirmed through its booking process.

11. Complaints and enquiries

If you have a concern about a booking or journey, please contact us promptly with the booking details so the matter can be reviewed.

Email: admin@drivechauffeur.co.uk
Telephone: 01483 725155

12. Changes to these terms

These terms may be updated when our services, pricing arrangements, booking processes, licensing requirements or applicable law change. The terms applicable to a confirmed booking should be considered alongside the quotation and booking information provided for that journey.