Terms & Conditions

Terms and Conditions

Last updated: 6 August 2026

1. About these terms

These terms and conditions apply to chauffeur, private hire, airport transfer, event transport, tour, wedding, corporate travel, minibus, coach and related transport services booked with Luxuria Chauffeurs Ltd trading as VM Chauffeurs.

Please read these terms before making a booking. By requesting, confirming or paying for a booking, you agree to be bound by these terms.

Where a booking is made on behalf of other passengers, the person or organisation making the booking must ensure that the passengers are aware of any terms relevant to their journey.

Nothing in these terms affects the statutory rights of a consumer.

2. About us

Legal name: Luxuria Chauffeurs Ltd
Trading name: VM Chauffeurs
Company number: 15455885
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
Website: theexecutivecarservice.com
Email: info@theexecutivecarservice.com
Telephone: 020 7846 0176

Luxuria Chauffeurs Ltd is a licensed London private hire operator.

References in these terms to “VM Chauffeurs”, “we”, “us” or “our” mean Luxuria Chauffeurs Ltd.

3. Definitions

In these terms:

• Booking means an accepted booking for transportation or a related service.
• Booking confirmation means the written confirmation issued by us by email, booking platform or another agreed communication method.
• Booker means the person or organisation making the booking.
• Customer means the person or organisation entering into the contract with us and includes the Booker where appropriate.
• Passenger means any person travelling under the booking.
• Journey means the transportation service described in the booking confirmation.
• Specialist booking includes weddings, major events, tours, multi-day services, specialist vehicles, coaches, large-group transport or bookings requiring substantial advance commitments.

4. Contract with the customer

The contract for the provision of the Journey is between Luxuria Chauffeurs Ltd and the person or organisation making the Booking.

Luxuria Chauffeurs Ltd accepts the Booking and remains responsible for providing the Journey as principal, including where we arrange for an appropriately licensed subcontractor or other transport provider to carry it out.

A chauffeur, driver or subcontracted provider does not enter into a separate transportation contract with the Customer.

All fares and booking charges must be paid directly to Luxuria Chauffeurs Ltd unless we have expressly confirmed another arrangement in writing. Chauffeurs do not collect fares. Any gratuity given directly to a chauffeur is entirely voluntary and is separate from the fare.

5. Quotations and booking requests

A quotation is based on the information supplied to us at the time it is provided, including:

• pickup and destination details;
• dates and times;
• passenger numbers;
• luggage;
• vehicle requirements;
• flight or train information;
• planned stops;
• waiting requirements;
• duration; and
• any special instructions.

Unless expressly stated otherwise, a quotation is not a confirmed Booking and remains subject to availability.

A Booking is confirmed only when:

1. we have accepted the Booking;
2. we have issued a Booking confirmation; and
3. any required deposit, payment or card authorisation has been received.

Submitting an online booking form does not itself guarantee that the Booking has been accepted.

We normally request at least 24 hours’ notice for online booking requests. For travel required within 24 hours, please call us on 020 7846 0176. Short-notice bookings remain subject to vehicle and chauffeur availability.

The Customer must check the Booking confirmation promptly and notify us immediately if any information is incorrect.

6. Authority to make a booking

The Booker confirms that they:

• are at least 18 years old;
• have authority to make the Booking;
• have authority to provide the Passenger information supplied to us;
• have provided accurate and complete information; and
• accept responsibility for payment of the Booking unless another payment arrangement has been agreed.

Where a Booking is made by a company, employer, travel agent, concierge, hotel, personal assistant or other representative, that person or organisation confirms that it is authorised to make the Booking and accept these terms.

7. Prices and VAT

Unless expressly stated otherwise:

• quoted prices include VAT at the applicable rate;
• there is no surcharge for payment by a personal credit or debit card;
• the price applies only to the Journey and services described in the Booking confirmation; and
• the price is based on the information supplied by the Customer.

The card statement descriptor will normally appear as VM Chauffeurs or another clearly identifiable Luxuria Chauffeurs Ltd payment descriptor.

The confirmed price may be adjusted where additional costs arise because:

• the Customer changes the Journey;
• additional stops or waiting time are requested;
• the pickup or destination changes;
• the Booking exceeds the agreed duration or mileage;
• incorrect or incomplete information was supplied;
• additional vehicles are required;
• the number of Passengers or amount of luggage exceeds the booked capacity;
• parking, tolls, ferries, congestion charges, clean-air charges, venue access charges or similar costs were not included in the quotation;
• a flight is diverted or substantially delayed;
• accommodation or subsistence is reasonably required for a chauffeur on a long-distance or multi-day Booking; or
• another additional service is requested or reasonably required.

Where reasonably possible, we will inform the Customer of additional charges before they are incurred.

8. Payment and deposits

A valid credit or debit card may be required to secure a Booking.

Depending on the type, value and timing of the Booking, we may require:

• full payment when the Booking is confirmed;
• a deposit followed by a balance payment;
• card authorisation with payment collected on an agreed date; or
• payment under approved corporate account terms.

The applicable payment amount and due date will be stated in the quotation or Booking confirmation.

Unless the Booking confirmation states otherwise:

• the full balance for a standard Booking must be paid no later than 48 hours before the scheduled pickup;
• a Booking made within 48 hours of pickup must be paid when confirmed; and
• the final balance for a wedding, major event, multi-day or other Specialist Booking must be paid no later than seven days before the service begins.

We may use the payment card supplied for the Booking to collect an agreed deposit, balance, cancellation charge, additional Journey charge, waiting-time charge, cleaning charge or damage charge that is properly due under these terms.

We will provide details or supporting information for material additional charges where reasonably requested.

Corporate account Customers must pay invoices in accordance with their agreed account or invoice terms. We may suspend account facilities or future services where an invoice is overdue.

9. Customer cancellation of standard bookings

A Customer may cancel a Booking by contacting us by telephone or email.

A cancellation takes effect when it is received and acknowledged by us. Customers should not assume that a voicemail, unread message or unacknowledged email has cancelled the Booking.

Unless a different cancellation policy was clearly supplied and accepted for a Specialist Booking, the following charges apply:

More than 48 hours before pickup

No standard cancellation fee will normally apply.

We may, however, retain or charge clearly disclosed and reasonably incurred non-refundable third-party costs that arose specifically from the Booking.

Between 24 and 48 hours before pickup

A cancellation charge of 50% of the confirmed Booking price may apply.

Less than 24 hours before pickup

A cancellation charge of 100% of the confirmed Booking price may apply.

After the Journey has begun

Once a Journey or period of hire has begun, charges already incurred and the value of services already provided remain payable.

If the Customer cancels the unused part of a multi-day or fixed-period Booking after the service has begun, we may charge up to 50% of the remaining booked services, where that amount reasonably reflects committed costs and losses caused by the cancellation.

We will take reasonable steps to reduce avoidable losses, including taking account of costs we no longer need to incur or our ability to reallocate the vehicle or chauffeur.

10. Specialist bookings

Weddings, major sporting and entertainment events, tours, multi-day work, coaches, specialist vehicles, large groups and other complex Bookings may require substantial advance commitments.

A separate deposit, payment or cancellation schedule may therefore apply to a Specialist Booking.

Any different terms will be clearly stated in the quotation or Booking confirmation and must be brought to the Customer’s attention before the Booking is confirmed.

Where no different schedule is stated, the standard cancellation terms in section 9 apply.

Any non-refundable amount or cancellation charge must reasonably reflect costs, commitments and losses resulting from the cancellation.

11. Refunds

Where a refund is due, it will normally be made to the original payment method.

We will process an agreed refund without unreasonable delay and normally within 14 days after confirming the amount due. The Customer’s bank or payment provider may require additional time to credit the funds.

Any approved refund may be reduced by a fair and properly due cancellation charge, service charge, non-refundable committed cost, damage charge or other amount owed under the Booking.

12. Cancellation by us

We may cancel or decline a Booking where:

• payment has not been made when due;
• the Customer has supplied materially inaccurate or misleading information;
• carrying out the Booking would be unlawful or unsafe;
• the requested number of Passengers or amount of luggage exceeds safe capacity;
• a Passenger behaves in a threatening, abusive, dangerous or unlawful manner;
• circumstances outside our reasonable control prevent the service;
• an appropriate vehicle or chauffeur becomes unavailable and no reasonable replacement can be arranged; or
• continuing the Booking would place a chauffeur, Passenger, vehicle or member of the public at risk.

Where we cancel before the Journey for reasons within our control and cannot provide a reasonable alternative, we will refund amounts paid for the part of the service not provided.

We will not retain payment merely because we cancelled a service that we were unable to provide, except for amounts relating to services already supplied or costs properly payable because of the Customer’s breach.

13. Pickup information

The Customer must provide accurate:

• pickup and destination addresses;
• collection times;
• Passenger names;
• Passenger telephone numbers;
• flight, terminal, train or venue information;
• access instructions;
• Passenger and luggage numbers; and
• any information relevant to safe and efficient collection.

The Customer must ensure that a Passenger can be contacted at or around the pickup time.

We are not responsible for delay, missed collection or additional expense caused by inaccurate, incomplete or late information supplied by the Customer or Passenger.

14. Waiting time

The quotation or Booking confirmation may include a stated period of complimentary waiting time.

Waiting time beyond the included period may be charged at the rate stated in the quotation, Booking confirmation or current pricing schedule, together with any additional parking or access costs.

Where no specific arrangement has been confirmed, waiting time will be calculated from the scheduled pickup time, except for airport pickups where section 15 applies.

If a Passenger expects to be delayed, they should contact us as soon as possible. We will make reasonable efforts to continue waiting, but this depends on chauffeur availability and subsequent commitments.

15. Airport and flight bookings

Where valid flight details are provided, we will use reasonable efforts to monitor the flight’s reported arrival time.

Flight-tracking information is supplied by third parties and may be incomplete or inaccurate. The Customer should inform us directly of any known cancellation, diversion or substantial delay.

For airport pickups:

• the included waiting period will be stated in the quotation or Booking confirmation;
• waiting will normally be measured by reference to the flight’s reported landing time and the agreed collection arrangement;
• additional waiting and parking charges may apply after the included period;
• a terminal change, diversion or substantial delay may result in additional charges or require the Booking to be rearranged; and
• the Passenger must keep their telephone switched on and contactable after landing where possible.

If a flight arrives early, we will use reasonable efforts to adjust the pickup but cannot guarantee collection before the confirmed or reasonably adjusted time.

If a flight is cancelled, the Customer should contact us immediately. The applicable cancellation charge will depend on when we were notified, whether a chauffeur or vehicle had already been committed and the losses reasonably incurred.

16. No-shows

A Booking may be treated as a no-show where:

• the Passenger does not attend the confirmed pickup point;
• the included waiting period has expired;
• the Passenger cannot be contacted using the details supplied;
• reasonable attempts have been made to locate or contact the Passenger; and
• we have not agreed to continue waiting.

A no-show may be charged at 100% of the Booking price, together with additional waiting, parking, toll or access costs reasonably incurred.

A Passenger who cannot locate the chauffeur should contact VM Chauffeurs before leaving the pickup point or arranging alternative transport.

17. Journey changes and additional services

Changes requested after confirmation are subject to availability.

Additional charges may apply for:

• extra stops;
• route changes;
• extended waiting;
• extra mileage or time;
• changed pickup or destination details;
• additional Passengers;
• additional or oversized luggage;
• vehicle upgrades;
• child seats;
• chauffeur accommodation;
• venue access requirements; or
• services not included in the original Booking.

A chauffeur may not be able to accept a requested change where it would:

• conflict with another confirmed Booking;
• exceed legal driving or working limits;
• make the Journey unsafe;
• exceed the vehicle’s licensed capacity; or
• breach licensing, traffic or other legal requirements.

We will normally select the route considered most appropriate at the time, taking account of traffic, road closures, safety and Journey requirements.

If the Customer requests a particular route, any resulting additional time, mileage, toll or other cost may be charged.

18. Vehicles and chauffeurs

We will use reasonable efforts to provide the vehicle category and service described in the Booking confirmation.

We may substitute a different vehicle or chauffeur where reasonably necessary because of breakdown, safety, availability, operational requirements or circumstances outside our control.

Where possible, a substitute vehicle will be of a similar or higher standard and suitable for the number of Passengers and luggage booked.

If only a lower vehicle category is available, we will notify the Customer where reasonably possible. Where appropriate, we will refund any material difference in price.

Vehicle images on the website are illustrative. Exact colour, registration, specification, trim and model year may vary unless a specific vehicle has been expressly guaranteed in writing.

19. Subcontracted services

We may use appropriately licensed and insured chauffeurs, private hire operators, coach operators or other transport providers to fulfil a Booking.

Luxuria Chauffeurs Ltd remains the contracting operator responsible to the Customer for the provision of the booked Journey.

The Customer should direct payment queries, complaints, changes and cancellation requests to VM Chauffeurs rather than attempting to alter the contract directly with a chauffeur or subcontracted provider.

20. Passenger conduct

Passengers must:

• behave lawfully and respectfully;
• follow reasonable safety instructions;
• wear seatbelts where fitted and required;
• avoid distracting the chauffeur;
• avoid damaging or excessively soiling the vehicle;
• avoid threatening, abusive, discriminatory or violent behaviour;
• avoid carrying unlawful, dangerous or prohibited items; and
• comply with the vehicle’s passenger and luggage capacity.

Smoking and vaping are prohibited in all vehicles.

Food or drink may be consumed only with the chauffeur’s agreement. Alcohol may be carried or consumed only where lawful, appropriate and agreed in advance.

We may refuse to begin or may terminate a Journey where a Passenger:

• appears likely to present a safety risk because of alcohol or drugs;
• is violent, threatening, abusive or seriously disruptive;
• carries unlawful or dangerous items;
• refuses to comply with reasonable safety instructions;
• attempts to exceed the licensed capacity of the vehicle; or
• behaves in a way likely to cause serious damage or contamination.

Where a Journey is refused or terminated because of the Passenger’s conduct, the Customer remains responsible for charges and costs reasonably incurred. This does not permit us to make deductions or impose charges that would be unlawful or unfair.

21. Damage, cleaning and loss of use

The Customer is responsible for damage or exceptional soiling caused deliberately or negligently by the Customer or a Passenger included in the Booking.

This may include:

• damage to the vehicle’s interior or exterior;
• damage to seats, fittings, screens or equipment;
• staining;
• burns;
• broken glass;
• damage caused by luggage;
• sickness or bodily-fluid contamination;
• smoking or vaping damage; and
• loss or damage to items supplied with the vehicle.

We may charge the reasonable cost of:

• cleaning;
• sanitisation;
• repair;
• replacement;
• specialist treatment; and
• vehicle downtime or loss of use directly resulting from the damage.

Charges will be based on the actual circumstances and reasonable evidence, such as photographs, cleaning invoices, repair quotations or records of unavoidable downtime.

We will not impose an arbitrary penalty unrelated to the loss or cost incurred.

22. Luggage and personal belongings

The Customer must provide accurate information about the number and size of luggage items, mobility equipment and other property to be carried.

Luggage must fit safely within the booked vehicle without obstructing the chauffeur, Passengers, doors, windows or emergency exits.

We may refuse to carry luggage or property that:

• cannot be safely accommodated;
• exceeds the vehicle’s capacity;
• is unlawful;
• is dangerous, explosive, flammable or hazardous;
• is inadequately packaged; or
• may reasonably cause damage or contamination.

The Customer may be charged for an additional or larger vehicle where the supplied luggage information was inaccurate.

Passengers remain responsible for their personal belongings except where loss or damage is caused by our failure to exercise reasonable care.

High-value, fragile or irreplaceable items should not be left unattended in a vehicle.

23. Lost property

Passengers should check the vehicle before leaving.

Any property found in a vehicle will be recorded where reasonably practicable and retained for a reasonable period, normally up to 28 days.

We will make reasonable efforts to identify and contact the owner.

The owner is responsible for reasonable postage, courier or delivery costs involved in returning an item.

Perishable, unsafe, unlawful or unhygienic items may be disposed of immediately. Other unclaimed property may be donated, recycled or disposed of after the retention period, subject to applicable law.

24. Children and child seats

The Customer must tell us when children will be travelling and provide their ages and any child-seat requirements when making the Booking.

Child seats are subject to availability and must be requested in advance. An additional charge may apply.

A responsible adult must accompany children unless we have expressly agreed a different lawful arrangement in writing.

The accompanying adult remains responsible for supervising the child and ensuring that any supplied restraint is suitable and used appropriately.

We will handle child transportation in accordance with applicable road-safety, private hire and safeguarding requirements.

25. Accessibility and passenger assistance

Customers should tell us as early as possible about:

• wheelchair or mobility requirements;
• assistance animals;
• accessibility needs;
• medical equipment;
• help required entering or leaving the vehicle; or
• any other information needed to arrange suitable transportation.

We will handle accessibility requests in accordance with applicable equality and transport laws and will make reasonable efforts to provide an appropriate vehicle and assistance.

Passengers should provide only information reasonably necessary for arranging the service.

26. Delays and circumstances outside our control

We plan Journeys using the information reasonably available at the time, but travel times cannot be guaranteed.

Delays may result from:

• traffic congestion;
• collisions;
• road closures;
• police or security activity;
• severe weather;
• flooding;
• public events;
• demonstrations;
• strikes;
• airport or port disruption;
• flight delays or diversions;
• vehicle breakdown;
• sudden illness;
• acts or restrictions of public authorities;
• telecommunications or technology failures; or
• other circumstances outside our reasonable control.

We will use reasonable efforts to minimise disruption, communicate material delays and arrange an alternative where reasonably possible.

We are not responsible for delay or failure caused by circumstances outside our reasonable control where we have taken reasonable care and reasonable steps to reduce the effect.

Customers should allow an appropriate margin when travelling for flights, trains, cruises, appointments or events.

27. Breakdown and service interruption

If a vehicle breaks down or becomes unsafe, we will use reasonable efforts to arrange a replacement vehicle or alternative service.

The replacement may differ from the originally booked vehicle.

If we cannot complete a material part of the Booking, the Customer may be entitled to an appropriate price reduction or refund for the affected part, subject to the circumstances and applicable law.

28. Our responsibility

We are responsible for providing the booked service with reasonable care and skill.

If we breach these terms, we are responsible for loss or damage that is a foreseeable result of that breach or our failure to exercise reasonable care and skill.

Loss or damage is foreseeable where it was an obvious consequence of the breach or was contemplated by both parties when the Booking was made.

We are not responsible for loss caused by:

• inaccurate or incomplete information supplied by the Customer;
• the Customer or Passenger failing to follow reasonable instructions;
• a Passenger missing a flight, train, sailing, appointment or event where a reasonable travel margin was not allowed;
• prohibited or unsuitable luggage;
• property left unattended;
• events outside our reasonable control; or
• another person where we have not breached our own obligations.

Where the Customer is acting as a consumer, we do not accept responsibility for business losses, loss of profit, loss of business, loss of opportunity or business interruption.

Nothing in these terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory rights that cannot lawfully be excluded;
• deliberate misconduct; or
• any other liability that cannot legally be excluded or limited.

29. Business customers

Where the Customer books wholly or mainly for business purposes:

• the Customer confirms that the person making the Booking has authority to bind the organisation;
• the Customer is responsible for ensuring that its employees, guests and Passengers comply with relevant terms;
• invoice and account terms agreed with the business will apply;
• we are not liable for indirect or consequential business losses, loss of profit, loss of revenue, loss of contracts or loss of opportunity, except where such liability cannot lawfully be excluded; and
• any separately negotiated written agreement takes precedence where it expressly conflicts with these website terms.

30. Personal information

We process personal information in accordance with our Privacy Policy.

This includes information supplied by the Customer about Passengers, Journey requirements, contact details and payments.

Where the Customer supplies information about another person, the Customer confirms that they are authorised to provide it and should ensure that the person can access our Privacy Policy.

Information about cookies and similar technologies is provided in our Cookie Policy.

31. Complaints

Customers should raise a service concern as soon as reasonably possible so that we have an opportunity to investigate.

Complaints may be sent to:

Email: info@theexecutivecarservice.com
Telephone: 020 7846 0176
Post: Luxuria Chauffeurs Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ

Please provide:

• the Booking reference;
• Journey date;
• Booker or Passenger name;
• contact details;
• a description of the issue; and
• any relevant evidence.

We will acknowledge and investigate complaints fairly and aim to provide a substantive response within a reasonable time.

32. Changes to these terms

We may update these terms from time to time to reflect changes to our services, prices, systems, legal obligations or business practices.

The terms applying to a confirmed Booking will normally be the version provided or available when the Booking was confirmed.

A later change will not retrospectively alter a confirmed Booking unless:

• the change is required by law;
• it does not materially disadvantage the Customer; or
• the Customer agrees to it.

33. Severability

If a court or competent authority decides that part of these terms is unlawful or unenforceable, the remaining terms will continue to apply.

The affected provision will be treated as modified only to the minimum extent necessary to make it lawful and enforceable.

34. No waiver

If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.

35. Third-party rights

Except for the Customer and Luxuria Chauffeurs Ltd, no person has a right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

This does not prevent a Passenger from exercising any rights they have independently under applicable law.

36. Governing law and jurisdiction

These terms and any dispute arising from them are governed by the law of England and Wales.

Where the Customer is a consumer, this does not remove any mandatory legal protection available in the part of the United Kingdom where the Customer lives. A consumer may bring proceedings in the courts legally available to them.

Where the Customer is acting in the course of business, the courts of England and Wales will have exclusive jurisdiction unless a separate written agreement states otherwise.

37. Contact details

Questions about these terms or a Booking should be directed to:

Luxuria Chauffeurs Ltd trading as VM Chauffeurs
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ

Email: info@theexecutivecarservice.com
Telephone: 020 7846 0176