Customer Terms & Conditions

By making a booking with [PRESTIGE CHAUFFEURS CARDIFF LTD], you agree to the following Terms and Conditions. 

Please read them carefully. 

 1. Definitions

• “Company” refers to [PRESTIGE CHAUFFEURS CARDIFF LTD] Chauffeur Services.

• “Client” refers to the person making the booking and/or any passenger using the service.

• “Service” refers to chauffeur-driven transport provided by the Company. 

2. Bookings and Confirmation 

2.1 All bookings are subject to availability. 

2.2 A booking is confirmed once the Company has received full payment or a deposit (where applicable) and issued a confirmation via email, WhatsApp, or SMS. 

2.3 The Client is responsible for ensuring that all booking details (dates, times, pickup/drop-off locations, passenger numbers) are correct at the time of confirmation. 

3. Pricing and Payments  

3.1 All prices are quoted in GBP (£) unless stated otherwise. 

3.2 Prices may be hourly, fixed, or distance-based depending on the service booked. 

3.3 Any additional charges (waiting time, tolls, parking, additional stops, extended hours) will be charged accordingly. 

3.4 Full payment must be made prior to the commencement of the Service unless otherwise agreed in writing. 

3.5 The Company reserves the right to refuse service if payment has not been received.  

4. Cancellations and Refunds  

4.1 Cancellations must be made in writing (email or message). 

4.2 Cancellation charges:

• More than 48 hours’ notice: Full refund (excluding non-refundable deposits).

• 24–48 hours’ notice: 50% of the booking fee charged.

• Less than 24 hours’ notice or no-show: 100% of the booking fee charged. 4.3 Refunds, where applicable, will be processed within 5–10 working days.  

 5. Waiting Time  

5.1 A complimentary waiting time of [e.g. 15 minutes] applies for standard pick-ups. 

5.2 Airport pick-ups include [e.g. 60 minutes] complimentary waiting time from the actual landing time. 

5.3 Additional waiting time will be charged at the applicable hourly rate.

6. Changes to Bookings  

6.1 Any changes to bookings must be requested as soon as possible and are subject to availability. 

6.2 Changes may result in an adjustment to the quoted price.  

7. Passenger Conduct  

7.1 Clients and passengers must behave respectfully towards chauffeurs and vehicles at all times. 

7.2 The Company reserves the right to terminate the Service without refund if passengers are abusive, aggressive, under the influence of drugs, or behaving unlawfully. 

7.3 Smoking, vaping, and illegal substances are strictly prohibited in all vehicles. 

7.4 The Client is responsible for any damage caused to the vehicle by themselves or their passengers.  ⸻  

8. Luggage and Personal Belongings  

8.1 Luggage must be suitable for the vehicle booked. Excess luggage may result in refusal of service or additional charges. 

8.2 The Company is not responsible for loss or damage to personal items left in the vehicle, though reasonable efforts will be made to return lost property.  

9. Delays and Force Majeure  

9.1 The Company will make every effort to provide the Service on time but shall not be liable for delays caused by traffic conditions, accidents, road closures, weather, or other circumstances beyond its control. 

9.2 In the event of vehicle breakdown or unforeseen issues, the Company will endeavour to provide a replacement vehicle where possible.  ⸻  

10. Child Seats  

10.1 Child seats are available upon request and must be booked in advance. 10.2 The Client is responsible for ensuring compliance with UK child seat laws if their own seat is used.

11. Liability  

11.1 The Company’s liability is limited to the value of the booking fee paid. 

11.2 The Company is not liable for indirect or consequential losses, missed flights, or missed appointments due to circumstances beyond its control.  ⸻ 

12. Privacy and Data Protection  

12.1 Personal data is collected solely for the purpose of providing the Service and will be handled in accordance with UK GDPR regulations. 

12.2 Client information will not be shared with third parties except where legally required. 

13. Governing Law  

13.1 These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.  

13.2 Any disputes shall be subject to the exclusive jurisdiction of the English courts.  ⸻  

14. Amendments  

14.1 The Company reserves the right to amend these Terms and Conditions at any time. The latest version will always apply to new bookings.  

 OUR CHAUFFEURS

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.

Prestige 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 is a result of negligence by Prestige Chauffeurs. In the event of property being left in a vehicle, we will gladly organize the return of such items, if client covers the postage cost. Or – ‘subject to the client paying the reasonable costs of returning the items’.

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.

We have zero tolerance policy against harassments, 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.

COMPLIANTS

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.

VEHICLES BREAKDOWN

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.

ACCOUNT SERVICES 

Before making any Booking for Account Services, the Customer must open an Account with Prestige Chauffeurs Cardiff Ltd. Customer must keep its dedicated and secret Customer Account Number and login password in a safe and secure place.

Prestige Chauffeurs Cardiff shall be entitled to treat any Booking made quoting the confidential Customer Account Number as authorisation by the Customer and the Customer shall be liable for all Charges relating to the booking.

In consideration of 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  Prestige Chauffeurs Ltd, within 30 days (or a shorter period as we in our absolute discretion notify to you) of the date of an invoice (the "Due Date").

Payment shall be made by direct debit (which is Prestige Chauffeurs preference) or alternatively, telegraphic transfer or BACS to such bank account as we shall notify the customer.

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.

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.

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.

Any dispute in respect of the Charges shall be submitted, in writing, within 14 days of receipt by the customer.

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. (Chauffeur Service)