Conditions of Transport

Last updated: 7 August 2026

These Conditions of Transport apply to every Passenger travelling under a booking accepted by Luxeline Chauffeurs Services Ltd (“Luxeline”, “we”, “us” or “our”). They should be read with our Terms and Conditions and the Booking Confirmation.

1. Scope and priority

These conditions govern practical, safety and conduct matters before and during a journey. If there is a conflict:

a lawful safety instruction from the chauffeur takes priority during the journey;
clearly agreed special terms in the Booking Confirmation apply to that Booking;
our Terms and Conditions apply to payment, cancellation and contractual matters; and
these Conditions of Transport apply to carriage and Passenger conduct.

2. Pre-booked service

Private-hire and chauffeur journeys must be booked through an appropriately licensed operator. Passengers must not privately arrange a different journey, cash fare or material route change directly with a chauffeur outside the confirmed Booking process. Changes should be authorised by Luxeline or the operator identified in the Booking Confirmation.

3. Chauffeur authority and safety

The chauffeur is responsible for the safe operation of the vehicle. Passengers must comply promptly with reasonable instructions concerning seat belts, seating, doors, luggage, route safety, stopping locations and conduct.

The chauffeur may refuse to move, may stop in a safe place or may terminate the journey where reasonably necessary to protect safety, comply with law or respond to serious misconduct. The chauffeur will not:

exceed speed limits or break road-traffic laws at a Passenger’s request;
stop, wait, collect or set down where it is unlawful or unsafe;
carry more Passengers or luggage than the vehicle can safely and lawfully accommodate; or
drive while conditions, fatigue, vehicle condition or Passenger behaviour make it unsafe.

4. Seat belts

Passengers must use a seat belt wherever one is fitted, unless a lawful exemption applies. The adult responsible for a child must ensure that the child travels in accordance with applicable seat-belt and child-restraint law. A Passenger must not release a seat belt or move around while the vehicle is in motion where doing so is unsafe or unlawful.

5. Children and child restraints

Children must be supervised by a responsible adult unless we have expressly agreed in writing to carry an unaccompanied minor under a suitable safeguarding arrangement.

Please request a child seat at the time of Booking. Provision is subject to availability and confirmation. A customer may supply a suitable seat. Unless specifically agreed otherwise, the responsible adult must:

choose a seat appropriate to the child’s age, height and weight;
fit or approve the fitting of the seat;
secure the child correctly; and
check the seat throughout the journey.

Although limited legal exceptions can apply to licensed taxis and private-hire vehicles, an appropriate child restraint is the safest option and should be used wherever possible.

6. Accessibility and disabled Passengers

We aim to provide a respectful and non-discriminatory service. Passengers or Booking Contacts should give reasonable advance notice of mobility, access, communication or vehicle requirements so that we can allocate a suitable service where available.

Drivers of designated wheelchair-accessible vehicles will provide the assistance required by applicable law, subject to any lawful exemption. We will not charge a disabled Passenger more solely because of disability or required statutory assistance.

7. Assistance dogs and other animals

Guide dogs and other recognised assistance dogs accompanying disabled Passengers will be carried without an additional charge, except where a particular driver holds a valid lawful medical exemption. The dog should remain under the Passenger’s control.

Other animals are accepted only with advance agreement. We may require a suitable carrier, blanket or restraint and may allocate an appropriate vehicle. The customer is responsible for reasonable cleaning or repair costs caused by the animal, other than ordinary traces associated with a properly controlled assistance dog.

8. Passenger and luggage capacity

The number of Passengers must not exceed the licensed seating capacity. Luggage must fit safely in the designated luggage space. It must not:

obstruct the chauffeur’s view or controls;
block doors, exits or seat-belt use;
be placed where it may injure a person during normal driving or an emergency; or
exceed a safe or lawful weight.

The chauffeur may refuse excess or unsafe luggage. Where available, an additional or larger vehicle may be arranged at the customer’s cost.

9. Prohibited and restricted items

Passengers must not bring into the vehicle:

illegal drugs, unlawful weapons, explosives or stolen goods;
dangerous, corrosive, flammable, toxic or infectious materials, except ordinary permitted personal items safely packaged;
items that are likely to damage or seriously soil the vehicle;
property whose carriage is prohibited by law; or
unusually valuable, fragile or oversized items without advance disclosure and agreement.

Medication, mobility aids and ordinary travel items are welcome when safely carried. Oxygen or specialist medical equipment must be disclosed in advance so that lawful and safe arrangements can be considered.

10. Collection point and Passenger contact

The Booking Contact is responsible for providing a precise collection point and a working mobile number. The Passenger should be ready at the agreed place and time and should keep the telephone switched on.

At airports, stations, ports, hotels or venues, the chauffeur may use a designated meeting point, name board, telephone message or instructions in the Booking Confirmation. The Passenger should contact us before leaving the agreed meeting area if the chauffeur cannot be found.

11. Waiting time and no-show

Unless different terms are stated in the Booking Confirmation:

Non-airport collection: 15 minutes are included from the booked time. Waiting charges may begin after 15 minutes. If the Passenger has not appeared within 30 minutes and cannot be contacted, the journey may be treated as a no-show.
Airport collection: 60 minutes are included from the agreed collection time, usually linked to actual landing time where accurate flight details were provided. If the Passenger has not appeared within 60 minutes and cannot be contacted, the journey may be treated as a no-show.

Where contact is established and the chauffeur can continue waiting, the chauffeur may do so subject to additional waiting charges and later commitments. A no-show is charged in accordance with our Terms and Conditions.

12. Flight tracking and delayed arrivals

We may monitor a supplied flight number and adjust dispatch or collection time using available flight-status information. The Passenger or Booking Contact must notify us of a changed flight number, airport, terminal, diversion or missed connection.

Flight data can be delayed or inaccurate. For exceptionally long delays, diversions or changes, the original chauffeur may no longer be available. We will take reasonable steps to reallocate the Booking, but a new time or vehicle may be required.

13. Route selection and journey time

The chauffeur will normally choose a reasonable route considering safety, traffic, road closures, vehicle restrictions and the Passenger’s stated destination. Navigation systems and live traffic information are advisory and may not reflect current conditions.

A Passenger may request a route or stop, but the chauffeur may decline an unlawful, unsafe or impracticable instruction. Customer-requested changes may add time, mileage, parking, tolls or other charges.

Journey-time estimates are not guarantees. Passengers should allow sufficient time for check-in, security, appointments and onward connections.

14. Stops and hourly hire

Stops must be included in the Booking or approved during the journey. The chauffeur cannot wait in a prohibited or unsafe location. Parking charges and additional time or mileage may apply.

Hourly hire begins at the confirmed start time even if the Passenger is late. Use beyond the booked duration is subject to chauffeur availability, legal working limits and additional charges. A Passenger must not require continuous driving or waiting that would be unsafe or unlawful.

15. Smoking, vaping, food and alcohol

Smoking and vaping are prohibited in every vehicle at all times.

Food should not be consumed without the chauffeur’s permission. Non-alcoholic drinks may be consumed carefully. Alcohol may be consumed only where lawful and expressly permitted by the chauffeur or operator. A Passenger must not consume illegal substances or behave in a way that distracts the chauffeur.

16. Behaviour

Passengers must behave respectfully toward the chauffeur, other Passengers, staff and members of the public. The following are prohibited:

violence, threats, harassment, discriminatory abuse or sexual misconduct;
deliberate distraction of the chauffeur;
opening doors, throwing objects or extending any body part outside while the vehicle is moving;
tampering with safety equipment or vehicle controls;
loud, disorderly or intoxicated conduct that creates a safety risk;
criminal activity; and
deliberate damage or serious soiling.

17. Refusal or termination of carriage

We or the chauffeur may refuse to begin or may terminate a journey where reasonably necessary because:

the Passenger presents a genuine safety risk;
the Passenger is violent, abusive, seriously intoxicated or refuses lawful instructions;
the Passenger attempts to carry prohibited items or overload the vehicle;
continuing would breach law, licensing or insurance requirements; or
payment or Booking validity cannot reasonably be confirmed.

Where possible, the Passenger will be set down in a safe and lawful place. If termination results from a serious Passenger breach, the fare may remain payable and additional evidenced loss or damage may be charged. This does not affect rights where refusal was unlawful or discriminatory.

18. Damage, cleaning and loss of use

The Booking Contact is responsible for reasonable costs arising from deliberate or negligent damage or exceptional soiling by any Passenger, including:

specialist cleaning or valeting;
repair or replacement of damaged property; and
reasonable, documented loss of use while the vehicle is unavailable.

We will not charge for ordinary wear and tear. We may provide photographs, invoices, quotations or other reasonable evidence supporting a charge.

19. Personal belongings and lost property

Passengers are responsible for their belongings and should check the vehicle before leaving. We are not a specialist carrier of high-value goods and do not accept responsibility for loss or damage unless caused by our negligence or another liability that cannot lawfully be excluded.

Found property will be recorded and stored securely where reasonably practicable, normally for up to 28 days. It may then be disposed of, donated or transferred to the police or another appropriate authority. Reasonable postage, courier, storage or chauffeur-return costs may be charged. We will not post cash, passports, controlled items or property where secure personal collection or delivery to an authority is more appropriate.

20. Vehicle substitution, breakdown and incidents

A specific vehicle model or registration is not guaranteed unless expressly confirmed. We may provide an equivalent or higher class vehicle where operationally necessary.

If a vehicle breaks down or is involved in an incident, the chauffeur will prioritise safety and follow legal and operator procedures. We will take reasonable steps to provide a replacement or alternative transport, but immediate substitution cannot be guaranteed. Refunds or other remedies for an unperformed part are governed by our Terms and Conditions and applicable law.

21. Privacy, discretion and recording

Our chauffeurs are expected to act discreetly and use Passenger information only for the Booking. Passengers must also respect the chauffeur’s privacy and must not publish personal information about a chauffeur without a lawful basis.

A Passenger must obtain consent before making a commercial recording, interview, live stream or staged production in the vehicle. Ordinary personal photographs are permitted where they do not distract the chauffeur, infringe another person’s privacy or create a safety risk.

Dashcams or safety systems may be used only in accordance with applicable law and the relevant privacy notice.

22. Emergencies

In an emergency, the chauffeur may contact emergency services and provide information reasonably necessary to protect life, health or safety. Passengers must follow emergency instructions and must not obstruct the chauffeur or emergency responders.

23. Complaints and feedback

Please report a service or safety concern as soon as reasonably possible and provide the Booking reference, date, time and relevant details.

Email: operations@luxelinechauffeursservices.co.uk
Telephone: 0117 405 4131
Post: Luxeline Chauffeurs Services Ltd Barrow Gurney Bristol BS48 3ST

24. Legal rights

Nothing in these Conditions removes any right or remedy that cannot lawfully be excluded, including the requirement to provide services with reasonable care and skill and protections against unlawful discrimination.