Terms & Conditions
All business between clients and EG Chauffeurs Ltd is a transaction based on the terms and conditions defined here (on this website). When any client places an order the assumption, therefore, is that the client agrees to all the terms and conditions defined here (on this website).
1. Purchase of Services
By placing an order through our Website, phone, or via email, you agree that you are legally capable of entering into binding contracts and you are at least over 18 years old.
The EG Chauffeurs reservation team will make every effort to assist their clients 24/7. We will strive to exceed all expectations at all times, but 24 hours’ notice may be required to prepare the chauffeured vehicle for your specific journey. All prices quoted are in GBP, with hiring starting at the pickup point (A) and finishing at the drop off point (B) except those hires to or from various airports or those that are the subject of a fixed charge.
To obtain a quote or make a booking through our booking agents, you are required to provide us full contact details, full name, contact number, and email address. Failing to do so, EG Chauffeurs will not be able to assist you any further.
3. Online Bookings
All online bookings are subject to EG Chauffeurs’ approval. Occasionally errors may occur where online maps & quotes are calculated incorrectly, in the instance where an error is made and a product is listed at an incorrect price, EG Chauffeurs shall maintain the right to refund or cancel orders placed at the incorrect price. If the order has been confirmed and charged to your credit card, EG Chauffeurs shall immediately issue a credit in the amount of the incorrect price or where unsuitable issue a full refund.
Prices and product availability are subject to change without notice. All specials and promotions limited to availability. Call for current prices. We reserve the right to limit quantities of promotional products. Separate policies apply to specific offers within this website. See individual offer policies and notes for details.
EG Chauffeurs is not responsible for typographical errors and we make every effort to ensure the accuracy of the information published in our brochures and websites. The documents and graphics published on this site may contain technical inaccuracies or typographical errors. EG Chauffeurs makes no representation about the suitability of the information and graphics represented on this site. All such documents and graphics are provided “as is” without warranty of any kind.
EG Chauffeurs request a minimum of 24 hours notice for any online bookings if you would like to book a car with less than 24 hours notice – Please call our reservation team on +44 (0) 207 117 2905
- Online prices are valid for UK travel only. If you require traveling to Europe, please call our office.
- All bookings scheduled between 22:00 pm – 05:00 am are subject to 50% additional charges from online prices.
- Online prices or bookings do not allow for public and bank holidays like Easter, Christmas Eve or Day, or New Year’s Eve or Day where 50% additional charges will apply. All other bank holidays will be subject to a 25% surcharge.
- All bookings scheduled into Congestion Charge Zone Monday to Sunday 07:00 am – 22:00 pm will incur a £15.00 flat fee that goes to TfL.
If you disagree EG Chauffeurs will refund you the full amount paid excluding credit card charges.
When you book on this Website, we will ask you to input personal details in order for us to identify you and secure your bookings, such as your name, e-mail address, billing address, credit card, or other payment information. We confirm that the payment information will not be held by us, but securely encrypted on the third-party payment system we use. Your email address is automatically entered onto our mailing list where we endeavor to send only one email per month, of which you can unsubscribe at any time. If you are or have been our client in the past, we reserve full rights to use your company name / or logo on our website/s under our clients’ section without written notice.
5. Single and Return Journeys
All return journeys on the same day are subject to waiting time charges if the return journey is within 3 hours or out of London. If the return journey is scheduled within more than 3 hours no waiting time charges apply, however, the return journey may be completed by a different driver.
All returned journeys booked on the same day for any sports events such as Wimbledon Tennis, Ascot, Rugby or Football will be charged a waiting time from drop off till pick up time plus car park charges. Single journeys from or to any sports events such as above or concerts in O2 or Wembley are subject to additional charges. On such events, please call our office and discuss your requirements. Hourly hire service will be more suitable.
6. Waiting Time
All quotes for journeys collecting from a flight into a UK airport include 45 minutes of complimentary waiting time. All other journeys include 15 minutes of complimentary waiting time. After the complimentary waiting time for all journeys, a charge calculated in 15 min increments of GBP £40/hour will be applied to the provided debit or credit card when the booking is been made. Or ‘We reserve the right to charge to any credit or debit card provided at the time of booking’
7.1 All charges specified herein, and in the current tariff published by the Company, are payable in advance except for where the client has a credit account or a credit card pre-approved by EG Chauffeurs Limited. The credit or debit card you provide when making the booking will be charged for any additional charges e.g. extra waiting time, parking charges.
7.2 Credit or debit card payments have no surcharge. However, credit card charges are non-refundable for booking cancellations.
7.3 All online quoted prices are inclusive of 20% VAT.
7.4 Your booking may be subject to additional waiting time and car park charges.
7.5 The charge on your credit/debit card statement will be shown as EG Chauffeurs Ltd.
7.6 Rates are subject to change at any time without prior written notice.
7.7 Stop charge: £20 + VAT charge applies to any stops on the way to drop off or pick up location to pick up another passenger or an item. 15 minutes grace period is allowed at stops.
8. Cancellation and Refund Policy
8.1 For all bookings (excluding wedding-related bookings) cancellations or amendments must be made and acknowledged by EG Chauffeurs 12 hours before the scheduled pick-up time. Otherwise, EG Chauffeurs reserves the right to charge the client for the full amount. This also applies to bookings that are made within 12 hours of the pickup time.
- For all wedding-related bookings 7 days, notice must be provided to cancel wedding bookings.
- If wedding cancellations are made within 7 days 50% of the booking fee will be charged.
- If wedding cancellations are made less than 48 hours of the booking date the full amount will be charged.
8.2 If the cancellation is made and acknowledged by EG Chauffeurs 12 hours before the booking is scheduled, EG Chauffeurs will refund the full amount charged to the debit or credit card used to make the booking. Please note credit card charges are not refundable.
- Single journey(s) within London ( excluding airport transfers ) are subject to 2 hours free cancellation or amendment policy.
- Hourly bookings within London are subject to a strictly 12 hours free cancellation or amendment policy.
- Airport or private charter transfers are subject to a strictly 12 hours free cancellation or amendment policy.
- All bookings scheduled from or out of London are subject to strictly 24 hours cancellation or amendment policy.
- Booking amendments made less than 2 hours for the same or different date minimum fare for the relevant vehicle will be applied. To view our tariff, please click here.
- Up to 30% administration fee may apply to your booking(s) or cancellation based on administration time and efforts spend by our admin team. Such cost will be at the company’s discretion.
8.3 Prestige Chauffeur Vehicles such as Range Rover Vogue, Rolls Royce Ghost, Maybach, Bentley Mulsanne, and Rolls Royce Phantom are subject to strictly 48 hours free cancellation or amendment policy. If the service is canceled by the customer within 48 hours from the start of the period of hire, 100% of all monies paid will be non-refundable.
8.4 Multi Days and Multi-Car Bookings
For bookings involving two or more vehicles in one day or one vehicle for multi-days hire the following cancellation fees will apply:
8.4.1 Less than 7 days and more than 24 hours notice a 50% cancellation charge for each vehicle.
8.4.2 Less than 24 hours notice 100% cancellation fee will be charged.
8.5 No-Show Policy
If the customer fails to show at the designated location for which a reservation has been made and a confirmation was sent out, all monies paid will be non-refundable.
9. Chauffeurs & Cars
9.1 Our chauffeurs will drive at reasonable speeds according to their judgment of the prevalent road conditions and traffic at any particular time. When a hirer desires to travel to a particular place, the driver will, unless specifically otherwise instructed, travel by the route which is, in the chauffeur’s opinion, the best and most convenient for motoring, whether the route is the shortest or not, and no allowance will be made to the hirer on the ground that the route adopted is not actually the shortest. Or – ‘unless a specific route is requested at the time of hiring’
A reasonable amount of ordinary passenger luggage is allowed, but luggage which, in the opinion of the chauffeur amounts to an excessive weight will not be carried. Or ‘We reserve the right to refuse to carry luggage, which in the opinion of the chauffeur, is excessively bulky or heavy’.
9.2 Fleet Categories
- Luxury Saloon – Mercedes S Class or equivalent
- Luxury MPV’s – Mercedes V-Class or equivalent
- Prestige SUV – Range Rover Vogue or equivalent
- Prestige Saloon – Maybach, Rolls Royce Ghost Series 2, Bentley Mulsanne or Rolls Royce Phantom Series 2
9.3 We reserve the right to switch vehicles before a run based on availability without prior notice, if a vehicle that was previously requested is unavailable or if there is a risk of a driver not making it on time for a pick-up.
9.4 We will guarantee the category chosen by you but not the make, specs, or color of the vehicle.
9.5 Fitness to Travel
Any passenger who is thought to be under the influence of alcohol or drugs and whose behavior poses a threat to the driver, the vehicle, or other passengers may be refused travel.
9.6 Child Seats
Requests for child seats must be made at the time of booking. Only one child seat will be provided free of charge. Additional child seats are charged £30 + VAT per seat. We will always aim to satisfy such requests but failure to do so will not constitute a breach of contract.
If you wish to use your own child seat you will be responsible for installing it safely and removing it at your destination. Care must also be taken to not damage the vehicle interior with your child’s seat. Otherwise, you will be charged to compensate for this.
9.7 Conveyance of Animals
On a private hire, no animals (other than guide dogs and hearing dogs) may be carried on any vehicle without prior written agreement from the company. Please note that additional costs will incur if traveling with animals.
10.1 EG Chauffeurs accepts no responsibility for any loss or damage to any luggage or property carried in or on the car unless the loss or damage as a result of negligence by EG Chauffeurs. In the event of the property being left in a vehicle, we will gladly organize the return of such items, if the client covers the postage cost. Or – ‘subject to the client paying the reasonable costs of returning the items’.
10.2 Missed Flights
We are not responsible to pay for any missed flights. Please refer to clause 12 below.
10.3 Damage to Vehicles
In the event that the interior or exterior of the vehicle is soiled or damaged by the customer, a valeting or repair charge will apply to the credit or debit card provided at the time of booking. Refusing to pay for the damage caused, legal action will be taken.
11. Account Services
11.1 Before making any booking for account services, the customer must open an Account with EG Capital Group Ltd. Customer must keep its dedicated and secret customer account number in a safe and secure place.
11.2 When making any booking for account services, the customer must quote their customer account name or number. EG Chauffeurs shall not be obliged to use their account cervices should the account name or number not be submitted.
11.3 EG Chauffeurs shall be entitled to treat any booking made quoting the confidential customer account number as authorization by the customer and the customer shall be liable for all charges relating to the booking.
11.4 In consideration of the performance of the Account Services, the Customer shall pay all Charges, the administration fee, and any applicable VAT (without set-off or deduction), as invoiced by EG Chauffeurs Ltd, within 30 days (or a shorter period as we in our absolute discretion notify you) of the date of an invoice (the “Due Date”).
11.5 Payment shall be made by bank transfer (BACS) to such bank account as we shall notify the customer.
11.6 Up to 30% administration fee may apply to your booking(s) or cancellation based on administration time and efforts spend by our admin team. Such cost will be at the company’s discretion.
11.7 We shall invoice the Customer each month in respect of the Account Services carried out for the Customer during the previous month or at such other intervals as may be agreed by the parties in writing.
11.8 In the event of non-payment of any charges by the due date, we shall be entitled to charge and the Customer shall pay interest at a rate of 10% per annum on any amount outstanding until payment is made, both before and after any judgment.
11.9 We may, at any time, set a credit limit to any Customer at any one time and we shall not provide Account Services once that limit has been reached. Any such limit shall be notified to the Customer in writing by us.
11.10 Any dispute in respect of the charges shall be submitted, in writing, within 14 days of receipt by the customer.
11.11 When an Account is closed, the customer shall pay to us all outstanding charges which are owed to us as at the date of termination of their account.
12. General Exceptions
12.1 We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by an Event beyond our control. An Event beyond Our Control is defined as any act or event beyond our reasonable control, including war, invasion, hostilities (whether war declared or not), civil war, revolution, rebellion, Storm, flood, snow, earthquake, subsidence, epidemic, or other natural disasters, or failure of public or private telecommunications networks. Without limitation traffic delays, tire punctures, road traffic accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts.
Please note: In the event of vehicles break down, punctures, or accidents – we will do our best to finish the journey with another fellow chauffeur, but will not guarantee the arrival time.
12.2 If an Event beyond our control takes place that affects the performance of our obligations under a contract:
12.2.1 we will contact you as soon as possible to notify you.
12.2.2 our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event beyond our control.
In the event of a complaint about the company’s services, the hirer should endeavor to seek a solution at the time by seeking assistance from the driver or from the company. If this has not provided a remedy, complaints should be submitted in writing and within 14 days of the termination date of the hire. The Company will acknowledge all complaints within 14 days and will normally reply fully within 28 days.
14. Zero Tolerance Policy
We have a zero-tolerance policy against harassment, discrimination, and rudeness either verbally or in writing against our employees and contractors. In such an event, we reserve full rights to withdraw our goods and services to consumers effective immediately. Full money paid for goods and services won’t be refundable.
Payments must be authorized by the cardholder named in the booking. We withhold the right to cancel your booking without prior notice if we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity. Such suspicion may be based on the following activities:
15.1 You cannot provide, when questioned, information about the itinerary such as full pick up and destination addresses, full passenger name and contact number, or any other mandatory requirements by the company;
15.2 You cannot provide when questioned, contact information for the cardholder so that we may carry out security checks;
15.3 The cardholder did not authorize the payment and claims that the booking is fraudulent:
15.4 There has been previous fraudulent activity/chargebacks by you or the cardholder;
15.5 Information given while booking is erroneous/ inadequate/ inconsistent/ linked to fraudulent behavior;
15.6 There have been multiple payment attempts with inconsistent data entered.
15.7 If we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity we reserve full rights to refuse any bookings and we may report you or the cardholder to the fraud department.
Nothing contained in these T & C’s affects the Client’s’ statutory rights. These T & C’s are governed by English Law. Effective from 25th May 2018