Terms and Conditions

Last updated: 7 August 2026

These Terms and Conditions govern quotations, bookings, customer accounts, payments and use of the website and chauffeur services supplied or arranged by Luxeline Chauffeurs Services Ltd. Please read them before making a booking.

1. About us

Luxeline Chauffeurs Services Ltd (“Luxeline”, “we”, “us” or “our”) is registered in England and Wales under company number 17258864.

Registered office: Sheenhouse, Naish Lane, Barrow Gurney, Bristol, England, BS48 3ST
Email: operations@luxelinechauffeursservices.co.uk
Telephone: 0117 405 4131
Website: luxelinechauffeursservices.co.uk

Our chauffeur and private-hire services are provided under the licensing arrangements applicable to the booking. We may fulfil a booking using our own resources or an appropriately licensed transport partner as described below.

2. Definitions

Booking: a confirmed request for a journey or period of chauffeur hire.
Booking Contact: the person or organisation making the Booking and responsible for payment.
Passenger: any person travelling under the Booking.
Service: the chauffeur, private-hire, airport-transfer, hourly-hire or related transport service described in the Booking Confirmation.
Booking Confirmation: our written or electronic confirmation containing the agreed details and price.
Conditions of Transport: our separate conditions governing conduct and operational matters during a journey.

3. Eligibility and authority

The Booking Contact must be at least 18 years old and legally capable of entering a contract. If you book for another Passenger, a company or an organisation, you confirm that you have authority to do so and to accept these Terms on their behalf where applicable.

You are responsible for making these Terms and our Conditions of Transport available to all Passengers in the Booking.

4. Quotations

A quotation is based on the information supplied at the time, including collection point, destination, date, time, route, stops, passenger and luggage numbers, vehicle class, waiting requirements and any special requests. Unless stated otherwise, a quotation is not a confirmed Booking and may be withdrawn or updated before confirmation.

An automated website price may be corrected before confirmation if it is clearly affected by an input, mapping or technical error. If an obvious pricing error is discovered after confirmation, we will contact you promptly and offer the choice of paying the correct price or cancelling for a full refund.

5. Making a Booking and formation of the contract

You may request a Booking through our website, by telephone, by email or through an authorised booking channel. A contract is formed only when:

we issue a Booking Confirmation; and
the required payment has been authorised or approved account terms apply.

An automated acknowledgement that we received a request is not necessarily a Booking Confirmation. Please check all confirmation details immediately and tell us promptly about errors.

6. Information you must provide

You must provide complete and accurate information reasonably required to deliver the Service, including:

correct collection and destination addresses;
the correct date, local time and contact number;
Passenger and luggage numbers that fit the selected vehicle;
flight, train or ship information where relevant;
child-seat, accessibility, assistance-dog, pet or unusual-luggage requirements; and
any circumstance that may materially affect access, timing or vehicle suitability.

We are not responsible for loss caused by inaccurate or incomplete information supplied by the Booking Contact or Passenger, except to the extent that we failed to act with reasonable care and skill after becoming aware of the issue.

7. Prices and additional charges

The Booking Confirmation states the agreed price and what it includes. Unless clearly included, additional reasonable charges may apply for:

customer-requested route changes, extra stops or extensions;
waiting time beyond the inclusive allowance;
parking, tolls, road charges, airport access or drop-off charges not included in the original quote;
additional mileage or time for an hourly Booking;
special equipment or third-party services requested by the customer; and
reasonable cleaning, repair or loss-of-use costs caused by a Passenger.

We will explain additional charges before they are incurred where reasonably practicable. Any tax legally chargeable will be included or added as stated in the quote or invoice. Gratuities are voluntary and are not included unless expressly stated.

8. Payment

Unless account terms have been agreed in writing, full payment is due when the Booking is made. Website card payments may be processed securely by Square or another payment provider shown at checkout. We do not intend to store complete card details.

If a payment is declined, reversed or subject to a chargeback, the Booking may remain unconfirmed or may be cancelled after we give reasonable notice where practicable. You remain liable for valid charges under these Terms.

Approved refunds will be returned to the original payment method without undue delay, normally within 10 working days after approval, although banks and payment providers may take additional time to display the funds.

9. Customer cancellations

You may cancel by contacting us through the cancellation method stated in your Booking Confirmation. The effective cancellation time is when we receive the request.

Unless the Booking Confirmation contains different clearly stated terms for an event, wedding, multiple vehicles, specialist vehicle, tour or other bespoke service, the following cancellation charges apply:

More than 24 hours before the scheduled collection time: no cancellation charge and a full refund of the journey price.
Between 12 and 24 hours before the scheduled collection time: 50% of the journey price is payable.
Less than 12 hours before the scheduled collection time: 100% of the journey price is payable.
No-show: 100% of the journey price is payable.

If a Booking is made within 24 hours of collection, the same time bands apply. Genuine third-party costs specifically requested for the Booking may be non-refundable where they cannot reasonably be recovered, provided this was disclosed or is supported by evidence.

Passenger-transport services do not generally carry the statutory 14-day cooling-off right that applies to some other online purchases. Your cancellation rights are therefore those in these Terms and any additional rights stated in the Booking Confirmation. This does not affect your rights where a service is not provided with reasonable care and skill or is not supplied as agreed.

10. Changes and rebookings

Requested changes are subject to availability and may change the price. A material change to the date, time, route, vehicle class, duration or number of vehicles may be treated as cancellation of the original Booking and creation of a new Booking, but we will act reasonably and tell you before applying a charge.

Minor corrections made sufficiently in advance will not normally attract an administration fee, although any increase in the underlying Service cost remains payable.

11. Cancellation or change by us

We may change the allocated chauffeur or vehicle where reasonably necessary. A substitute vehicle will normally be of an equivalent or higher class, subject to availability. We will not increase the confirmed price solely because we provide a higher-class substitute.

We may subcontract or transfer fulfilment of a Booking to an appropriately licensed transport provider. We remain responsible to the customer for arranging the confirmed Service except where the Booking Confirmation clearly identifies another contracting operator.

If we cannot provide the material Service and no reasonable substitute is accepted, we will refund the amount paid for the unperformed Service. We are not entitled to retain payment for a Service that we cancel and do not provide, except for a separate part already properly performed.

12. Collection, waiting time and no-shows

Unless the Booking Confirmation states otherwise:

Non-airport collections: 15 minutes of waiting is included from the booked collection time. Additional waiting may be charged from the 16th minute. If the Passenger has not appeared within 30 minutes and we cannot establish contact, the Booking may be treated as a no-show.
Airport collections: 60 minutes of waiting is included from the agreed collection time, normally adjusted by reference to actual landing time where a valid flight number was provided. If the Passenger has not appeared within 60 minutes and we cannot establish contact, the Booking may be treated as a no-show.

If contact is established and the chauffeur is able to continue waiting, additional waiting will be charged at the rate stated in the Booking Confirmation or the applicable vehicle waiting/hourly rate, calculated reasonably for the extra time.

The Passenger should keep the supplied contact telephone switched on and contact us promptly if delayed or unable to locate the chauffeur.

13. Airports, flights and other travel connections

Where a valid flight number is supplied, we may use flight-status information to adjust dispatch or collection arrangements. Flight tracking is an assistance service and may be affected by inaccurate, delayed or unavailable third-party data. You must tell us promptly about a changed flight number, airport, terminal or itinerary.

For airport departures and onward connections, the Booking Contact is responsible for selecting a collection time that allows a reasonable margin for traffic, security, check-in and other foreseeable delays. Journey-time estimates are given in good faith but are not guarantees.

14. Hourly hire

An hourly Booking starts at the confirmed collection time, including where the Passenger is late. The vehicle is available for the booked duration and agreed service area, subject to legal driving-hours, safety and licensing requirements. Extra time or mileage is subject to chauffeur availability and additional charges.

The Passenger must not direct the chauffeur to wait or stop unlawfully or unsafely. Parking and road charges incurred during hourly hire may be added if not included in the confirmed price.

15. Vehicle choice, capacity and luggage

Vehicle images are illustrative. A particular make, model, colour, registration or feature is not guaranteed unless expressly confirmed in writing. We will provide the booked class or a reasonable equivalent.

The Booking Contact must select a vehicle suitable for all Passengers and luggage. A chauffeur may refuse unsafe or unlawful overloading. Items must fit safely in the luggage area and must not obstruct the driver, exits, seat belts or visibility. Additional vehicles or a larger class required because information was inaccurate will be charged where available.

16. Children, child seats and unaccompanied minors

The Booking Contact must tell us in advance when children will travel. Child seats are subject to advance request and availability. The responsible adult must confirm that any seat is suitable for the child and, unless specifically agreed otherwise, is responsible for fitting and checking a seat supplied by the customer.

Legal exceptions may permit children to travel in a licensed private-hire vehicle without a child seat in limited circumstances, but an appropriate child restraint is the safest option and should be requested or supplied wherever possible.

We do not accept an unaccompanied minor unless this has been expressly agreed in writing in advance and all required safeguards and permissions have been completed.

17. Accessibility and assistance dogs

Please tell us about accessibility requirements as early as possible so that we can make reasonable arrangements. Assistance dogs accompanying disabled Passengers will be carried without an additional charge, subject only to a lawful medical exemption applicable to a particular driver. Other animals are subject to our Conditions of Transport and advance agreement.

18. Passenger conduct

All Passengers must comply with the chauffeur’s lawful safety instructions and our Conditions of Transport. Smoking and vaping are prohibited. We may refuse or end a journey where a Passenger behaves unlawfully, abusively, dangerously or in a way likely to damage the vehicle or endanger any person. Charges may remain payable where termination results from the Passenger’s serious breach.

19. Damage, cleaning and soiling

The Booking Contact is responsible for reasonable, evidenced costs of cleaning, repair or replacement arising from deliberate or negligent damage or exceptional soiling caused by a Passenger. This may include a reasonable amount for documented loss of use while the vehicle is unavailable. Normal wear and tear is not chargeable.

20. Delays and events outside reasonable control

Traffic, road closures, severe weather, accidents, public events, security incidents, strikes, airport disruption and other events may affect the Service. We will use reasonable care and skill and take reasonable steps to reduce disruption, but we cannot guarantee a particular arrival time.

Neither party is responsible for failure caused by an event beyond that party’s reasonable control, except that this clause does not allow us to keep payment for a material Service that we cancel and do not provide. Where possible, we may offer a reasonable substitute, rescheduling or refund for the unperformed part.

21. Our responsibility to consumers

We will provide the Service with reasonable care and skill. If we breach these Terms, we are responsible for loss or damage that is a foreseeable result of our breach or negligence. Loss is foreseeable if it was obvious or both parties knew it might happen when the contract was formed.

We are not responsible for:

loss caused by incorrect information or instructions supplied by the customer;
a missed flight, train, appointment or event where insufficient journey time was allowed or the cause was outside our reasonable control, except to the extent caused by our breach or negligence;
loss that could reasonably have been reduced by the customer; or
business losses suffered by a consumer, including loss of profit, business opportunity or reputation.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights, or any liability that cannot lawfully be excluded.

22. Business and corporate customers

If the Booking is made wholly or mainly for business purposes, the customer is a business customer. Separate written corporate-account terms, credit limits, invoicing terms or service agreements will take priority where they conflict with these Terms.

To the extent permitted by law, we are not liable to a business customer for indirect or consequential loss, loss of profit, revenue, contract, opportunity, anticipated savings, goodwill or data. Any limitation of liability is subject to the applicable legal test of reasonableness and does not apply to liabilities that cannot lawfully be limited.

23. Complaints

Please raise any concern as soon as reasonably possible so that we can investigate while information is available. Contact:

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

We aim to acknowledge a written complaint promptly and provide a substantive response after a reasonable investigation. Asking you to contact us promptly does not remove any statutory right or legal limitation period.

24. Personal information

We use personal information as described in our Privacy Policy and Cookies Policy. Booking information may be shared with chauffeurs and appropriately licensed transport partners where necessary to provide the Service.

25. Website use and intellectual property

The website and its original text, branding, graphics, layout, software and other content are owned by or licensed to us and are protected by intellectual-property laws. You may use the website for personal or internal business booking purposes. You must not misuse the website, attempt unauthorised access, introduce malicious code, scrape it at scale or copy protected content for commercial use without permission.

We aim to keep website information accurate and available but do not guarantee uninterrupted or error-free access. We may suspend the website for maintenance, security or operational reasons.

26. Other important terms

Entire agreement: the Booking Confirmation, these Terms, our Conditions of Transport and any applicable written special terms form the agreement.
Priority: clearly agreed special terms in the Booking Confirmation take priority for that Booking.
Severability: if a provision is unlawful or unenforceable, the remaining provisions continue in effect.
No waiver: delay in enforcing a right does not waive that right.
Third-party rights: a person who is not a party to the contract has no right to enforce it, except that a Passenger may rely on provisions expressly intended to protect Passengers.
Assignment: we may transfer our rights and obligations as part of a genuine business transfer, provided this does not reduce consumer protections. A customer may transfer a Booking only with our consent.

27. Governing law and courts

These Terms and any non-contractual dispute are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, except that a consumer living elsewhere may have the right to bring proceedings in the courts of the part of the United Kingdom where they live and may retain mandatory protections of that jurisdiction.

28. Changes to these Terms

We may update these Terms for future Bookings. The version accepted when a Booking is confirmed will apply to that Booking unless a change is required by law or is expressly agreed with you.