Service Policies

Every journey is different, so the specific terms for yours — including price, inclusions, waiting time and cancellation terms — are stated in your written quote and confirmation. This page explains the principles behind them so you know what to look for.

Quotes

Quotes are prepared from the details in your request: route, date and time, duration, passengers, luggage, vehicle class and any special requirements. A quote states what is included and the period for which it is valid. If your plans change, we’ll revise it.

Confirmation

Your journey is booked only once we send written confirmation after you accept the quote. The confirmation sets out pickup details, how to reach us on the day, and any instructions for meeting your chauffeur.

Airport pickups and flight changes

For arrivals, please provide your flight number so pickup timing can be planned around your actual arrival. How delays, early arrivals and complimentary waiting time are handled is stated in your quote. If your flight is cancelled or rerouted, please let us know as soon as you can.

Waiting time and hourly service

Point-to-point journeys include the waiting allowance stated in your quote; additional waiting may be chargeable. Hourly arrangements have a minimum booking period, confirmed in the quote, and time beyond the booked period is subject to availability.

Child seats

Child seats must be requested in advance with the number and type needed, and are subject to availability. Please share each child’s age and approximate weight so the appropriate seat can be provided. Parents and guardians remain responsible for making sure children are correctly secured.

Luggage and capacity

Passenger and luggage guidance on our fleet pages is typical for each vehicle class. For safety and comfort, the vehicle assigned must suit the number of passengers and the luggage declared; please tell us about oversized items such as golf bags, strollers or ski equipment in advance.

Changes and cancellations

Changes are accommodated wherever possible and may affect price or vehicle availability. Cancellation terms vary by journey type, date and vehicle and are set out in your quote — please review them before confirming.

Conduct and safety

Our chauffeurs follow all traffic and safety laws and may decline instructions that would compromise safety. Seat belts must be worn. Smoking is not permitted in vehicles.

Questions

If anything here is unclear, please contact us before confirming your journey.