Your Chauffeur. On Time. Guaranteed.
At VIPCARS Chauffeurs, we know how important your time is. That is why our chauffeurs aim to arrive at your collection point 5–10 minutes before your confirmed pick-up time.
If your chauffeur arrives late due to a delay within our responsibility, we compensate you.
Airport & Point-to-Point Transfers
| Chauffeur delay | Your compensation |
|---|---|
| 1–5 minutes late | 50% refund of your journey fare + 30% off your next booking |
| More than 5 minutes late | 100% refund of your journey fare + 50% off your next booking |
Your transfer can continue as booked, even when compensation is due.
Where VIPCARS is responsible for the qualifying delay, refunds are provided without deducting booking or payment-processing fees. A full refund includes the full amount paid for the affected transfer.
Compensation is processed automatically once the delay has been verified through our booking and driver-tracking systems.
As Directed — Hourly & Daily Chauffeur Hire
Our guarantee also applies to standard As Directed bookings, with a minimum reservation of four hours.
| Chauffeur delay | Your compensation |
|---|---|
| 1–5 minutes late | Refund equivalent to 1 booked hour |
| More than 5 minutes late | Refund equivalent to 2 booked hours |
Your booking remains valid for its full confirmed duration.
For example, if you book ten hours and your chauffeur arrives three minutes late, we refund the equivalent of one hour while your ten-hour reservation remains available. If your chauffeur arrives seven minutes late, we refund the equivalent of two hours.
If you choose not to continue the booking, this does not entitle you to a refund of the remaining booked hours under the Zero Delays Guarantee. Any customer-requested cancellation is handled separately under our Refund & Cancellation Policy.
For multi-day bookings, the guarantee applies only to the initial scheduled collection on the first day.
What We Guarantee
Chauffeur lateness is measured against the agreed pick-up time and location confirmed by VIPCARS Office.
Once your journey begins, traffic congestion, accidents, road closures, severe weather and other circumstances beyond our control may affect your arrival time at your destination. These circumstances do not, by themselves, constitute a breach of our Zero Delays Guarantee.
Flight Delays & Cancellations
We monitor flight arrivals to coordinate airport collections.
- Flight delayed by up to two hours: we will arrange a chauffeur for your collection.
- Flight delayed by more than two hours: continued collection arrangements are subject to availability and confirmation by VIPCARS Office.
- Flight cancelled: a cancellation of your flight does not automatically entitle you to a refund of your chauffeur booking.
Airport collections include 60 minutes of complimentary waiting, subject to our booking terms.
Written refund requests relating to flight delays or cancellations are reviewed individually by VIPCARS Office, in accordance with our Refund & Cancellation Policy and applicable statutory rights.
Flight delays or cancellations are not, by themselves, grounds for chauffeur-lateness compensation.
Important Conditions
- All booking changes must be requested through and approved by VIPCARS Office. Without approval, the original confirmed arrangements remain in place.
- The guarantee applies to qualifying chauffeur delays at the officially confirmed collection time and location.
- Refunds are processed promptly. Banks may take 5–10 working days or longer to credit your account.
- Discounts on future journeys require a new booking within 30 days and cannot be combined with other offers or promotional codes.
- The refund component applies to the affected booking. The future-booking discount is a separate benefit.
- Weddings, corporate events and other specially arranged events are excluded from the standard guarantee. Any specific arrangements are agreed individually when booking.
- Customer-requested cancellations are governed by our separate Refund & Cancellation Policy.
For assistance, contact office@vipcarschauffeurs.com or +44 2045 323232.
Our Terms and Conditions apply. Nothing in this policy limits your statutory consumer rights.
Book With Confidence
Your time matters. Our punctuality comes with a guarantee.
Frequently Asked Questions
What is the VIPCARS Zero Delays Guarantee?
It is our commitment to collecting you punctually. If your chauffeur is late for an eligible booking due to a delay within our responsibility, we provide compensation according to this policy.
What happens if my chauffeur is late for a transfer?
For delays of 1–5 minutes, we refund 50% of your journey fare and offer 30% off your next booking. For delays exceeding five minutes, we refund 100% and offer 50% off your next booking. No administration fee is deducted from compensation owed due to our failure.
Does the guarantee apply to As Directed bookings?
Yes. For standard hourly or daily hire, a delay of 1–5 minutes qualifies for compensation equivalent to one booked hour. A delay exceeding five minutes qualifies for two booked hours. The full reservation remains available.
Can I cancel my As Directed booking if my chauffeur is late?
You may request a cancellation, but chauffeur lateness does not automatically entitle you to a refund of the entire booking under this guarantee. The one-hour or two-hour compensation still applies where eligible, while cancellation of the remaining booking is governed by our separate Refund & Cancellation Policy.
What happens if my flight is delayed or cancelled?
We accommodate flight delays of up to two hours. Longer delays are subject to Office confirmation and availability. Flight cancellations do not automatically qualify for a chauffeur-booking refund; written requests are considered individually under the applicable terms and statutory rights.
Does Zero Delays guarantee my arrival time at the destination?
No. The guarantee covers your chauffeur’s punctual arrival at collection, not the duration of the journey.