Terms & Conditions
VIPCARS CHAUFFEURS – GENERAL TERMS & CONDITIONS
Effective from 01/01/2024 – Revised August 2025
Section 1 – Introduction and General Provisions
VIPCARS Chauffeurs is the trading name of V.I.P. Cars Ltd, a private limited company registered in England and Wales (Company No. 14470322), with its registered office at 5 Westside, Hendon, NW4 4XD, London.
VIPCARS Chauffeurs is a licensed Private Hire Vehicle Operator regulated by Castle Point Borough Council : PHO536.
We are also registered with the Information Commissioner’s Office (ICO) under registration number ZB647037, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
By using our website, mobile app, telephone, SMS, or email to book our services, you (“Customer“) agree to be bound by these Terms & Conditions (“Terms“). These Terms govern all transportation and associated services provided by VIPCARS Chauffeurs and represent the entire agreement between the Customer and the Company.
These Terms supersede all prior communications or agreements, unless otherwise stated in writing. Additional documentation or policies referenced herein form an integral part of these Terms.
Section 2 – Definitions
Account Holder: An individual or corporate client approved for credit terms.
Additional Charges: Fees for services or extras such as parking, tolls, waiting time, vehicle upgrades, cancellations, itinerary changes, etc.
Booking: A confirmed reservation for transportation services.
Communication Software: Our technology platform (website, app, etc.) used for service management.
Customer: Any individual, company, or entity using our services.
Driver: A licensed PHV chauffeur engaged or subcontracted by the Company.
Fare: The quoted or agreed rate for a service, exclusive of Additional Charges.
PHV: Private Hire Vehicle licensed by the relevant UK authority.
Regulatory Authority: Includes Castle Point Borough Council, TfL, or any relevant authority.
Service: The transportation of passengers or goods as arranged through a Booking.
Force Majeure: Events beyond our reasonable control that may delay or hinder service.
Section 3 – Booking and Nature of Engagement
3.1. A contractual agreement is formed upon booking confirmation between the Customer and the Company.
3.2. Services must be pre-booked through official channels. Drivers are strictly prohibited from accepting direct bookings or receiving any form of payment, whether monetary or otherwise, from clients. All bookings and payments must be processed exclusively through the Company.
3.3. Customers must be at least 18 years old to enter into a contract.
3.4. All bookings require full name, contact number, and email address.
3.5.We respond to all enquiries within four (4) hours, though during busy periods this may take up to twelve (12) hours. Quotations are valid for twenty-four (24) hours and are subject to vehicle availability, peak demand, and existing bookings. To secure your preferred service, we recommend booking at least twenty-four (24) hours in advance. You are strongly encouraged to “Reserve Chauffeur Now” directly through our online booking system.
3.6.A minimum notice period of 5 hours is required for all online bookings made between 08:00 and 22:00 (UK time).
3.7.For bookings requested outside of these hours, reservations must be made exclusively through our website, with full payment completed at the time of booking by selecting the ‘Pay Now’ option. Please note that a minimum of 12 hours’ advance notice is required for all such out-of-hours bookings.
3.8. International or European travel bookings must be arranged by phone or through our website.
3.9. Services are conducted only by licensed and insured drivers and vehicles.
3.10. Vehicle allocation is subject to availability. We may change vehicle/chauffeur without notice.
3.11. Chauffeurs provided with a Company-branded payment device may accept payments exclusively through it, ensuring all receipts are issued in the Company’s name.Use of personal devices or unbranded receipts is strictly prohibited.
Section 4 – Fleet, Vehicle Categories, and Camera Policy
4.1. Our fleet includes:
• Business Class : e.g. New Mercedes E-Class / New BMW 5 series
• Business MPV : e.g. New Mercedes V class XLWB
• First Class / First Electric: e.g. New Mercedes S class LWB/Neew Mercedes EQS / New BMW I7
• First SUV : e.g. New Range Rover HSE – LWB
• SUPER LUXURY :e.g. Bentley Mulsanne / Rolls Royce Ghost / Rolls Royce Phantom
• SUPERLUXURY SUV : e.g. Rolls Royce Culinnan / Lamburghini Urus
4.2. Dashcams may be installed for safety. Microphones are disabled.
Section 5 – Customer Responsibilities
5.1. Customers must provide accurate booking details and ensure lawful, respectful conduct.
5.2. Seatbelts must be worn; failure voids Company liability.
5.3. Clients will be held responsible for any damage or soiling caused to the vehicle during the journey. A professional cleaning service will be arranged, and the associated costs will be charged to the client accordingly. Please note that the minimum cleaning fee starts from £120.
5.4. Chauffeurs handle doors; misuse resulting in damage is the customer’s responsibility and any damage caused will be charged accordingly.
5.5. Disruptive or unlawful behaviour results in termination and possible police referral.
5.6. Smoking is prohibited; violations incur a £200 fine.
5.7. Alcohol consumption requires prior written approval.
5.8. Service may be refused to intoxicated customers.
5.9. Customers are responsible for their own luggage at any time and in any circumstances.
5.10. No animals allowed unless approved service dogs.
Section 6 – Chauffeur Rights
6.1 Chauffeur Safety & Conduct
Chauffeurs reserve the right to terminate the service immediately in the event of abusive behaviour, threats, or any safety concerns. In such cases, they are required to notify the Company without delay.
6.2 Incident Reporting & Consequences
All incidents will be formally logged, and individuals responsible may be permanently banned from making future bookings. We also reserve the right to report serious matters to the relevant local authorities.
Section 7 – Waiting Time For : One Way (A to B) & Hourly Rate Inside and Outside London
7.1.One Way trips ( A to B )
7.1.1. Complimentary Waiting Time
• 60 minutes – for Airport, Private Jet, and Train Station pick-ups
• 15 minutes – for all other address pick-ups
7.1.2. Additional Waiting Time & Additional Stops:
Waiting time beyond the complimentary grace period, but prior to the trip’s start, will be charged in 30-minute increments.
Once the trip has begun, any additional stops exceeding 15 minutes will incur a full extra hour’s charge, based on the vehicle in service.
7.2. Hourly London Rates(inside M25):
• Business Class – £66/hr
• Business MPV – £84/hr
• First Class / First Electric – £96/hr
• First SUV – £126/hr
• Super Luxury – £252/hr
• Super Luxury SUV – £300/hr
Hourly Engagements: Billing commences from the scheduled start time.Extensions of up to 15 minutes beyond the booked duration will be charged on a pro-rata basis. Any extension exceeding 15 minutes will incur the charge of a full additional hour based on the vehicle in service.
7.3. Outside London Rates(outside M25):
• Business Class – £96/hr
• Business MPV – £125/hr
• First Class / First Electric – £132/hr
• First SUV – £168/hr
• Super Luxury – £450/hr
• Super Luxury SUV – £550/hr
Hourly Engagements: Billing commences from the scheduled start time.Extensions of up to 15 minutes beyond the booked duration will be charge on a pro-rata basis. Any extension exceeding 15 minutes will incur the charge of a full additional hour based on the vehicle in service.
Section 8 – Cancelation & Refund, Postponement & No Show Policy
8.1. Cancelation & Refund : A 3% admin fee is non-refundable on all bookings.
8.1.1. One-Way Services :
• >12 hrs: Full refund (excl. admin fee 3%)
• 6–12 hrs: 25% non-refundable
• 4–6 hrs: 50% non-refundable
• <4 hrs: 100% non-refundable
8.1.2. Hourly Hire / Day Trips:
• >48 hrs: Full refund (excl. admin fee 3%)
• <48 hrs: 50% non-refundable
• <24 hrs: 100% non-refundable
8.1.3. Events/Multiday:
• >7 days: Full refund (excl. admin fee 3%)
• <7 days: First 3 days non-refundable
• <5 days: 100% non-refundable
8.1.4. Any route Changes <30 minutes before pickup will incur additional charges.
8.2. Postponement & No Show policy
8.2.1. All requests to postpone a booking must be addresed to the Company no later than 48 hours prior to the scheduled commencement of the hire. Any request for postponement received within 48 hours of the scheduled start time shall be deemed a cancellation and will be subject to the provisions of Clause 8.1.,depending on booking type.
8.2.2. Each booking may be postponed once only. The revised date must be specified at the time of the postponement request and must fall within 30 calendar days of the original booking date.Once a postponement has been confirmed, the Client shall no longer be entitled to cancel the service or request a refund under Clause 8.1.and all amounts paid shall be forfeited.
8.2.3. In the event that the Client fails to attend a postponed booking, Clause 8 shall be deemed null and void and shall not apply. In such circumstances, all sums paid by the Client in respect of the booking shall be forfeited in full and shall not be refundable.
Failure to attend within the applicable grace period shall constitute a ‘No-Show’.
8.3. No Show Policy
8.3.1. A “No Show” shall be deemed to have occurred when the Client fails to present themselves at the designated pick-up location within the following timeframes:
Ninety (90) minutes from the scheduled pick-up time for Airport, Private Jet, and Train Station pick-ups
Forty-five (45) minutes from the scheduled pick-up time for all other locations, including One-Way and Hourly Hire services.
In the event of a “No Show”, all sums paid in respect of the booking shall be forfeited in full and shall not be refundable under any circumstances.
Section 9 – Payment Terms
9.1. Unless otherwise agreed in writing by the Company, full payment is required at the time of booking.
9.2. All payments made by credit or debit card shall incur a non-refundable transaction fee of 3%, which shall be retained by the payment processor and will not be added to the Company’s rates or charges.
9.3. For all payments exceeding £20,000, settlement must be made via BACS (Bankers’ Automated Clearing Services)only.
9.4. Any additional charges incurred following the completion of the service, including but not limited to excess waiting time, parking fees, or route deviations, shall be charged to the payment card held on file without further notice.
9.5. All payments are processed securely through Stripe Payments UK Ltd, a regulated payment service provider.
9.6. In cases where fraudulent activity is suspected, the Company reserves the right to cancel the booking, issue a refund where appropriate, and report the matter to the relevant authorities without prior notice to the Client.
Section 10 – Account Services
10.1 All account facilities are offered strictly subject to prior approval and satisfactory credit and compliance checks, which we may conduct at our sole discretion.
10.2 All invoices shall be payable in full within ten (10) working days from the date of issue, unless otherwise expressly agreed in writing.
10.3 In the event of late payment, we reserve the right to charge interest at a rate of ten percent (10%) per annum above the prevailing Bank of England base rate, calculated daily and compounded monthly, until such time as full payment is received.
10.4 We reserve the absolute right, without liability, to suspend or terminate any account facility at our sole discretionand without prior notice, particularly in the event of persistent late payment, breach of these Terms, or any conduct which we consider, in our reasonable opinion, to be prejudicial to our interests or reputation.
Section 11 – Luggage Policy
11.1 Luggage must not exceed the vehicle’s designated capacity. Excess luggage may result in cancellation without refund at the chauffeur’s discretion.
11.2 For guidance, the following maximum dimensions per luggage category shall apply:
Cabin: 55 × 40 × 25 cm
Medium: 66 × 44 × 27 cm
Large: 75 × 52 × 31 cm
Extra Large: 81 × 55 × 36 cm
11.3 By way of example, the standard luggage capacity per vehicle category is as follows:
Business Class/ First-Class /First Electric: Up to 2 Medium suitcases and 2 Cabin bags
BusinessMPV : Up to 6 Medium suitcases and 4 Cabin bags
First SUV: Up to 2 Large suitcases and 2 Cabin bags
Super Luxury : Up to 2 Medium suitcases and 2 Cabin bags
Super Luxury SUV : Up to 2 Large suitcases and 2 Cabin bags
Clients are encouraged to advise at the time of booking if additional luggage space is required, to ensure the appropriate vehicle is allocated.
Section 12- Delays, Missed Flights & Force Majeure
12.1 The Company shall not be held liable for any delay, missed flight, or consequential loss arising from circumstances beyond its reasonable control, including but not limited to adverse weather conditions, traffic congestion, road closures, strikes, civil unrest, natural disasters, acts of terrorism, pandemics, or other force majeure events.
12.2 In the event of a vehicle breakdown or unforeseen mechanical failure, the Company will make reasonable effortsto provide a replacement vehicle. However, punctuality cannot be guaranteed, and the Company accepts no liability for any resulting delay or associated loss.
Section 13-Liability, Insurance & Lost Property
13.1 All vehicles operated by the Company are fully insured in accordance with Private Hire Vehicle (PHV) regulations.
13.2 Clients are advised that personal belongings are not covered under the Company’s insurance policies. Passengers are solely responsible for their own property.
13.3 The Company shall not be held liable for any injury, loss, or damage arising from a passenger’s failure to wear a seatbelt as required by law.
13.4 The Company’s liability is strictly limited to the extent of its insurance coverage and shall not extend beyond the terms of the applicable policy.
13.5 In the event of lost property, clients must report the loss with full journey details (date, time, and booking reference). While the Company will use reasonable efforts to assist, recovery cannot be guaranteed.
Section 14-Promotional Offers & Referrals
14.1 Promotional codes are valid for first-time bookings only and are not applicable to journeys scheduled between 21:30 and 07:00 or on UK Bank Holidays.
14.2 Referral vouchers, valued at £25, are issued after the referred client completes their first trip and are valid for 30 days from the date of issue.
14.3 The Company reserves the right to amend, suspend, or cancel any promotional offer or referral benefit in cases of misuse, abuse, or suspected fraud.
Section 15 – Zero Tolerance Policy
15.1 The Company maintains a strict zero tolerance policy towards any form of abuse, harassment, intimidation, or aggressive behaviour directed at its chauffeurs, staff, or clients.
15.2 Any breach of this policy will result in immediate termination of the journey and a permanent ban from all future bookings, without entitlement to any refund or compensation.
Section 16 – Intellectual Property
Every single piece of content, branding, logo, trademark, design, and anything else you see, hear, or read from this Company belongs solely and exclusively to V.I.P. Cars Ltd. It is not yours, and it never will be.
Any attempt to copy, reproduce, distribute, or repurpose any of it — in whole or in part — without our explicit prior written consent is a clear violation of our rights and will be pursued to the fullest extent of the law. No warnings. No excuses.
Section 17 – Data Protection & Privacy
17.1 The Company is fully compliant with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).
17.2 All personal data is securely stored and used solely for the purpose of providing and managing the Company’s services.
17.3 The Company is registered with the Information Commissioner’s Office (ICO) under registration number ZB647037.
17.4 Personal data is not shared with any third party unless required to do so by law, regulation, or court order.
17.5 All payment information is processed and handled by reputable third-party payment providers, and the Company does not retain any card or banking details.
Section 18 – Jurisdiction
These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.
All disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Section 19 – Amendments to Terms
VIPCARS Chauffeurs reserves the right to amend or update these Terms and Conditions at any time without prior notice.
Any such amendments shall become effective immediately upon publication on the Company’s official website and/or mobile application, and shall be deemed binding on all users from the time of posting.
In the event of a breach, be advised that you may be summoned to court immediately, without further notice.
Section 20 – Contact Information
VIPCARS Chauffeurs (V.I.P. Cars Ltd)
Registered Office: 5 Westside, Hendon, NW4 4XD, London
📞 +44 (0) 2045 15 5655
📧 office@vipcarschauffeurs.com
🌐 www.vipcarschauffeurs.com
Consumer Rights
Clients are entitled to their statutory rights under UK consumer protection law. For independent advice or assistance, please consult the following official resources: