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 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 email, you agree that you are legally capable of entering into binding contracts and are at least over 18 years old.

EG Chauffeurs Ltd is a private hire vehicle operator licensed by Transport for London (TfL). Therefore, we only accept direct booking(s) requests from our clients for chauffeur-driven travel. Our chauffeurs are not licensed nor authorised to accept bookings. The client(s) is kindly advised to only place reservations through our website booking form, via email or phone.

The contract for all bookings is between EG Chauffeurs Limited and the client (i.e. an agent, the company, a passenger, or a person booking and paying for the transportation service).

EG Chauffeurs Ltd only accepts payments directly from clients. Our chauffeurs do not handle payments.

EG Chauffeurs Ltd is in charge of accepting bookings and providing transportation services or any liability arising from the transportation services.

EG Chauffeurs Ltd. reserves the right to cancel any booking(s) with a client or passenger. All bookings/reservations are subject to availability. In the event of a cancellation, EG Chauffeurs Ltd. will notify the client(s) via email, phone, or text.

 

2. Reservations

The EG Chauffeurs reservation team will try to assist their clients 24/7. We will strive to exceed all expectations at all times, but 24-hour 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 subject to a fixed charge.

To obtain a quote or make a booking through our booking agents, you must provide us with your full contact details, including your full name, contact number, and email address. Failing to do so, EG Chauffeurs cannot assist you further.

 

3. Online Bookings

All online bookings are subject to EG Chauffeurs’ approval. Occasionally, errors may occur when online maps and quotes are miscalculated. If an error is made and a product is listed incorrectly, 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 for the wrong price or, where unsuitable, issue a full refund.

Prices and product availability are subject to change without notice. All specials and promotions are 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 does not represent the suitability of the information and graphics on this site. All documents and graphics are provided “as is” without a warranty.

EG Chauffeurs requests 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 at +44 (0) 207 117 2905

  • Online prices are valid for travelling within the UK only. If you require travel to Europe, please call our office.
  • All bookings scheduled between 22:00 – 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 or driving through the C Charge Zone during operating hours will incur a £15.00 flat fee, which goes to TfL.

If you disagree, EG Chauffeurs will refund you the full amount paid, excluding credit card charges.

 

4. Privacy Policy

How your personal information is used: We will treat all your personal information as confidential and never disclose it to any third parties and will only use it in accordance with our Privacy Policy here:

When you book on this Website, we will ask you to input personal details 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 we will not hold the payment information but securely encrypt it on our third-party payment system. Your email address is automatically entered into our mailing list, where we endeavour to send only one email per month, from 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 they are 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 sports events such as Wimbledon Tennis, Ascot, Rugby, or Football will be charged a waiting time from drop-off to pick-up plus car park charges. Single journeys from or to sports events such as above or concerts in O2 or Wembley are subject to additional charges. For such events, please call our office and discuss your requirements.

 

6. Waiting Time

All quotes for journeys picking up from a flight into a UK international airport include 45 minutes of complimentary waiting time. Pick-ups from private FBOs include 30 minutes from the scheduled pick-up time. All other journeys include 15 minutes of complimentary waiting time. After the complimentary waiting time for all journeys, a charge calculated in 15-minute increments will be applied to the provided debit or credit card when the booking is made. Or ‘We reserve the right to charge to any credit or debit card provided at the time of booking.’

 

7. Payments

7.1 All charges specified herein and in the current tariff published by the Company are payable in advance except 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 and parking charges.

7.2 We accept all major debit and credit cards, including Amex, at no extra charge. However, card charges are non-refundable for booking cancellations.

7.3 All online quoted prices include 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: £25 + VAT charge applies to any stops on the way to drop off or pick up location to pick up another passenger or an item. A 15-minute grace period is allowed at stops.

 

8. Cancellation and Refund Policy

8.1 For all bookings (excluding wedding-related bookings), EG Chauffeurs must make and acknowledge cancellations or amendments during office hours on our website. Otherwise, EG Chauffeurs reserves the right to charge the client for the full amount. This also applies to bookings made within 12 hours of the pickup time.

  • For all wedding-related bookings, seven days’ notice must be provided to cancel them.
  • If wedding cancellations are made within 7 days, 50% of the booking fee will be charged.
  • The total amount will be charged if wedding cancellations are made less than 48 hours after the booking date.

8.2 If the cancellation is made and acknowledged by our office team during office hours, EG Chauffeurs will refund any charge to the debit or credit card used to make the booking under the terms set below. Please note debit or credit card charges are not refundable.

  • One-way journey(s) within London (excluding airport transfers) are subject to a 12-hour free cancellation or amendment policy.
  • Hourly bookings within London are subject to a strictly 24-hour free cancellation or amendment policy.
  • Airport or private charter transfers are subject to a strictly 24-hour free cancellation or amendment policy.
  • All bookings scheduled from or out of London are strictly subject to a 48-hour cancellation or amendment policy.
  • All bookings scheduled to or from events are strictly subject to a 48-hour 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 spent by our admin team. Such cost will be at the company’s discretion.
  • If the customer cancels the booking(s) once the hire has commenced, a 100 % fee will apply.

8.3 Prestige Chauffeur Vehicles such as Range Rovers, Rolls Royce Ghost, Maybach, Bentley Mulsanne, and Rolls Royce Phantom are subject to a strictly 48-hour free cancellation or amendment policy. If the customer cancels the service within 48 hours from the start of the hire period, 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-day hire or two or more bookings on different days, the following cancellation or amendment fees will apply:

8.4.1 Less than 7 days and more than 48 hours notice a 50% cancellation charge for each vehicle.

8.4.2 Less than 48 hours notice 100% cancellation fee will be charged.

 

8.5 No-Show Policy

If the customer fails to show up at the designated location and time for which a reservation has been made and a confirmation has been sent, 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 the shortest. Or – ‘unless a specific route is requested when hiring.’

A reasonable amount of ordinary passenger luggage is allowed, but luggage that, in the opinion of the chauffeur, amounts to an excessive weight will not be carried. We reserve the right to refuse to carry luggage that, in the opinion of the chauffeur, is excessively bulky or heavy.

 

9.2 Fleet Categories

  • Luxury Saloon – Mercedes S Class or equivalent
  • Luxury MPV – 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 car previously requested is unavailable or if there is a risk of a driver not making it on time for a pick-up.

9.4 EG Chauffeurs Ltd may provide sub-contracted vehicles. EG Chauffeurs Ltd will make every effort to ensure that our vehicle(s) or sub-contractors’ vehicle(s) arrive on time.

9.5 We will guarantee you choose the category but not the vehicle’s make, specs, or colour.

 

9.5 Fitness to Travel

Any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat to the driver, the vehicle or other passengers will 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. You must also avoid damaging the vehicle interior with your child’s seat. Otherwise, you will be charged to compensate for this.

 

9.7 Conveyance of Animals

No animals (other than guide dogs and hearing dogs) may be carried on any vehicle on a private hire without prior written agreement from the company. Please note that additional costs will be incurred if travelling with animals—the cost must be confirmed with the company before placing a booking.

 

10. Responsibilities

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 results from negligence by EG Chauffeurs. If the property is 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 for paying for any missed flights. Please refer to clause 12 below.

 

10.3 Damage to Vehicles

If the interior or exterior of the vehicle is soiled or damaged by the customer, a valeting, repair charge, or any loss of earnings for that chauffeur or vehicle 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 booking for account services, the customer must open an Account with EG Chauffeurs Ltd. The Customer must keep its dedicated and secret customer account number safe and secure.

11.2 When making any booking for account services, the customer must quote their customer’s account name or number. EG Chauffeurs shall not be obliged to use their account services if the account name or number is not submitted.

11.3 EG Chauffeurs shall be entitled to treat any booking made quoting the confidential customer account number as authorization by the customer. 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 the administration time and efforts spent by our admin team. The company will determine the cost.

11.7 We shall invoice the customer each month regarding the Account Services carried out for the Customer during the previous month or at 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 for any Customer at any one time, and we shall not provide Account Services once that limit has been reached. We shall notify the Customer in writing of any such limit.

11.10 Any dispute regarding 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 us all outstanding charges owed to us as of 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 performing any of our obligations under a contract 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, tyre punctures, road traffic accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts.

Please note: In the event of vehicle(s) breakdown, punctures, or accidents, we will do our best to finish the journey with another chauffeur, but unfortunately, we cannot guarantee on-time arrival.

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 the performance of our obligations will be extended for the duration of the event beyond our control.

 

13. Complaints

In the event of a complaint about the company’s services, the hirer should endeavour to seek a solution at the time by seeking assistance from the driver or 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 usually reply 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 immediately. Full money paid for goods and services won’t be refundable.

 

15. Fraud

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 you or the cardholder are associated with any 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 behaviour;

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 fraudulent activity, we reserve full rights to refuse any bookings. We may report you or the cardholder to the fraud department.

 

Nothing in these T & C’s affects the Client’s statutory rights. English Law governs these T & C’s. Last updated on 5th April 2022

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