Terms and conditions

Royal Chauffeurs of London is the trading name of [to be confirmed], a company registered in England and Wales with company number [to be confirmed]. Our registered office is [to be confirmed].

We are a private hire operator licensed by Transport for London (TfL), licence number [to be confirmed]. Every journey is driven by our own TfL-licensed chauffeurs in our own TfL-licensed cars. We never pass your booking to another company.

In these terms, "we", "us" and "our" mean Royal Chauffeurs of London. "You" means the person who makes the booking and, where it makes sense, every passenger on the journey.

You can book on our website, by phone, by WhatsApp or by email. Before you book, you will see the price of the journey with VAT included.

Your booking is a request until we confirm it. The contract between us starts when we send you a confirmation with your booking reference. As a licensed operator, we must accept and record every booking before the journey takes place.

If we cannot accept your booking, we will tell you as soon as possible and refund anything you have paid in full. Please check the details on your confirmation and tell us straight away if anything is wrong.

All prices are in pounds sterling (GBP), include VAT at 20% and are rounded to the nearest pound.

Journeys between Heathrow or Gatwick and Central London are fixed fares. Other journeys are priced by the distance of the route and the car you choose. The price is fixed when we confirm your booking and will not go up because of traffic or a slower route on the day.

The price we confirm is the full price for the journey as booked. You only pay more if you add something to the booking or the journey takes longer than booked at your request, as set out below.

These extras are added only when they apply. Where we can, we will tell you the cost before it is added.

Airport pickups include 30 minutes of free waiting from the time your flight actually lands. All other pickups include 15 minutes of free waiting from the booked pickup time.

We track your flight ourselves. If it lands early or late, we move your pickup to match and there is no extra charge for the delay. Please give us the correct flight number and tell us if you change flights.

You can cancel free of charge up to 24 hours before your pickup time. If you have paid, we will refund you in full.

If you cancel within 24 hours of your pickup time, we may charge up to the full price, because we will usually have turned down other work for your car and chauffeur. If we are able to use the car and chauffeur for another booking, we will reduce or waive the charge.

If your flight is cancelled or diverted to another airport, tell us as soon as you can and we will not charge a cancellation fee.

If the passenger does not arrive by the end of the free waiting time and we cannot reach you or the passenger by phone, the chauffeur may leave. This is a no-show and the full price is payable.

The 14-day cooling-off period that applies to many online purchases does not apply to transport booked for a specific date and time. Our cancellation terms above apply instead.

If you need to change the time, route, car or passengers, contact us as early as you can. We will confirm the change and any new price before it takes effect. Changes close to the pickup time depend on availability.

Very rarely, we may need to change the car you booked, for example after a breakdown. If so, we will send a car of the same or a higher class at no extra cost. If we cannot, we will tell you and you can cancel for a full refund.

You can pay by debit or credit card, Apple Pay or Google Pay through our secure payment provider. We never see or store your full card number. We may take payment when you book.

You can also send your booking as a request. We will then confirm the price and availability and tell you how to pay.

If extras apply after the journey, such as extra waiting or stops, we will tell you what they are and why before we take payment for them, and send you a receipt.

Business customers with an account may pay by invoice on the terms we agree with them in writing.

To keep everyone safe and comfortable, we ask every passenger to follow these rules. If you book for someone else, please make sure they know them.

A chauffeur may refuse or end a journey if a passenger is violent or abusive, or puts the safety of others at risk. In that case, we may charge for the journey up to that point.

If a passenger damages the car or soils it so that it must be cleaned or repaired before it can be used again, we may charge a reasonable amount. This covers only the actual cost of the cleaning or repair and any bookings we lose while the car is out of service.

We will not charge for normal wear and tear. Before we charge, we will explain the charge and show you evidence, such as photos and invoices. If you disagree, you can use our complaints procedure.

Child seats and booster seats are free. Please tell us the number of children and their ages when you book, so we can fit the right seat for each child. You are also welcome to bring your own.

By law, children must normally use the right child seat until they are 12 years old or 135 cm tall, whichever comes first. The law allows some exceptions in licensed private hire vehicles, but only in the rear seats. We would rather never rely on them, so please always tell us about children in advance.

Our chauffeurs check the car after every journey. We record every item found, as TfL requires, and keep it safely. We will try to contact you if we can tell who it belongs to.

If you think you left something in one of our cars, contact us as soon as possible. You can collect the item or we can arrange to return it, and we will agree any delivery cost with you first. Items not claimed after [to be confirmed] may be handed to the police or disposed of lawfully.

We will provide our service with reasonable care and skill. If we break these terms, we are responsible for loss or damage you suffer that was a foreseeable result of our failure. We are not responsible for loss that could not have been foreseen.

We are not responsible for delays caused by events outside our reasonable control, such as traffic, road closures, accidents, severe weather, police instructions or airport disruption. When they happen, we will do our best to get you there and keep you informed. For flights and other fixed times, please allow enough time for the journey.

You are responsible for your own belongings during the journey, unless they are lost or damaged because of our negligence.

If you book as a business, we are not responsible for loss of profit, business or opportunity, and our total responsibility for any booking is limited to [to be confirmed].

Nothing in these terms limits or excludes our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit or exclude. Your legal rights as a consumer, including under the Consumer Rights Act 2015, are not affected.

If something goes wrong, please tell us. We take every complaint seriously and keep a record of it, as TfL requires. Our complaints procedure explains how to contact us and how long we take to respond. You will find it in the Legal section, linked at the foot of every page.

We work hard to keep our website accurate and up to date. If we find a mistake in a price before we confirm your booking, we will tell you and you can choose whether to go ahead. If a confirmed price is clearly wrong because of an obvious error, we may cancel the booking and refund you in full.

Our website may link to other websites, such as airports and venues. We are not responsible for their content.

The words, photos, logo and design of this website belong to us or the people who license them to us. You may view and print pages for your own use, but you may not copy or reuse them without our written permission.

Please do not misuse our website, for example by making false bookings or trying to get around its security.

We may update these terms from time to time. The date at the top of this page shows when they last changed. The terms that apply to your booking are the ones in place when we confirmed it.

These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

If you have a question about these terms, email us at [email protected] or call 020 7946 0018.