Terms and Conditions for Uptown Chauffeurs Ltd

These Terms and Conditions (“Terms”) govern the use of the services provided by Uptown Chauffeurs Ltd, located at Flat 12 Normandy House, 1 Wolsey Road, Hemel Hempstead, England, HP2 4TU (“Company,” “we,” “us,” or “our”). By booking or using our services, you (“Client,” “you,” or “your”) agree to comply with and be bound by these Terms. Please read them carefully before booking our services.

1. Booking and Confirmation

1.1. Booking Process: All bookings for chauffeur services must be made through our website, phone, or email. A booking is considered confirmed once payment has been received, and we have acknowledged the booking by issuing a confirmation via email or other communication.

1.2. Advance Notice: We require a minimum of 24 hours’ notice for all bookings. For bookings made with less than 24 hours’ notice, we recommend contacting us directly via email or phone, as they may incur an additional fee and are subject to availability.

1.3. Booking Information: It is the Client’s responsibility to provide accurate and complete booking details, including the pick-up and drop-off addresses, date, time, number of passengers, and any special requests. Failure to provide accurate details may result in additional charges or service delays.

2. Pickup Wait Times and Cancellation 

Non-Airport Transfers

2.1. Maximum Wait Time: For all non-airport bookings, the chauffeur will wait up to a maximum of 15 minutes beyond the scheduled pickup time. Should the client fail to arrive within this timeframe, and no prior communication is made regarding the delay, the booking will be canceled without refund.

2.2. Additional Wait Time: In the event that the chauffeur is able to wait beyond the initial 15-minute period, the client must extend the booking by purchasing an additional hour at the applicable hourly rate of the selected vehicle category. This will ensure the chauffeur remains available during the extended waiting period.

2.3. Booking Cancellation: If the chauffeur is unable to wait beyond the 15-minute window and no extension of time has been arranged, the booking will be canceled, and no refund will be issued. It is strongly advised that clients arrive promptly to avoid any disruptions to their service.

Airport Transfers

2.4. Maximum Wait Time: Once a booking is confirmed, the chauffeur will wait for up to one hour after the flight’s scheduled landing time, free of charge, provided that no buffering time has been specified. This grace period accounts for minor delays that may occur upon landing, such as baggage collection and customs clearance.

2.5. Additional Wait Time: Should the chauffeur be able to wait beyond the one-hour complimentary period, the client must purchase an additional hour of service at the applicable hourly rate for the selected vehicle category. This will ensure the chauffeur remains available for pickup beyond the initial waiting period.

2.6. Booking Cancellation: If the wait time exceeds one hour and the chauffeur is unable to continue waiting, the booking will be automatically canceled, and no refund will be issued. To avoid this, clients must provide accurate flight details when making the booking.

2.7. Flight Details: Clients must provide their flight number and related details at the time of booking. This information allows us to track the flight status and adjust the chauffeur’s wait time accordingly, minimizing the risk of delays and cancellations.

2.8. Buffering Time: For non-EU passengers, we strongly encourage adding buffering time when scheduling your pickup. Security and immigration checks can take longer, and adding extra time can help avoid booking cancellations. Please specify your desired buffering time in the comments section during booking.

3. Pricing, Payment and Cancellation 

3.1. Pricing: Our prices are based on the distance, time, vehicle type, and additional services requested. All quotes provided are subject to change based on real-time traffic conditions or special requests (e.g., waiting time, changes in the booking, etc.).

3.2. Stripe/PayPal Payment: To confirm and secure your service, payment via Stripe or PayPal must be completed before the booking is validated. The system will automatically process the payment, and the booking will be confirmed once payment is received.

3.3. Wire Transfer Payment: Payments via wire transfer must be completed in full within 24 hours of booking confirmation to secure your reservation. Failure to pay within this timeframe will result in automatic cancellation.

3.4. Delayed Payment: For bookings made on short notice or requiring next-day payment, the full amount must be paid before 12 hours of the service date. Failure to complete the payment within this timeframe will result in automatic cancellation without prior notice.

3.5. Cancellation Fees: Cancellations must be made at least 12 hours before the scheduled pick-up time to avoid cancellation fees. Cancellations made within 12 hours of the scheduled pick-up time may incur a fee equal to 50% of the total booking cost. Cancellations within 4 hours of the scheduled pick-up time or no-shows will incur a 100% charge.

4. Service Conditions

4.1. Vehicle Availability: All vehicles provided are subject to availability. We reserve the right to substitute a vehicle of a similar standard if the originally booked vehicle is unavailable due to unforeseen circumstances.

4.2. Passenger Behavior: The Client is responsible for ensuring that all passengers behave in a manner that does not disrupt the driver or damage the vehicle. Excessive noise, abuse of the vehicle’s facilities, or inappropriate behavior may result in termination of the service without a refund.

4.3. Alcohol and Drugs: The consumption of alcohol or illegal substances in the vehicle is strictly prohibited. Any violation of this policy may result in the immediate termination of the service without refund.

4.4. Property Loss or Damage: We are not responsible for any loss or damage to personal belongings left in the vehicle. Clients should ensure that all personal items are taken with them at the end of the service.

4.5. Delays: While we strive to provide timely services, we cannot be held responsible for delays caused by factors beyond our control, such as traffic conditions, weather, accidents, or road closures. We recommend allowing extra time for travel.

5. Vehicle Representation

5.1. Illustrative Only: The images of vehicles shown on our website are for illustrative purposes only. They represent vehicles within the same category or class as the one you have booked. However, the actual vehicle provided may differ in terms of model year, configuration, or specifications.

5.2. Model and Age Variations: The vehicles provided may be from the same vehicle range or class, but they could be older models (no older than 10 years), facelifted versions of the same model, or the latest generation of the vehicle model.

6. Vehicle Availability

6.1. No Guarantee of Specific Model: While we strive to provide the exact vehicle as shown on our website, we cannot guarantee that the exact model or year will be available at the time of booking. The vehicle provided will be of the same category or class, but the specific make, model, or year may vary.

6.2. Licensed Vehicles: All vehicles provided are fully licensed and compliant with local regulations. Regardless of the model year or configuration, every vehicle will meet the necessary legal requirements for operation.

7. Client Responsibilities

7.1. Accurate Information: The Client is responsible for providing accurate information when making a booking, including but not limited to contact details, pick-up locations, and any special requests.

7.2. Behavior and Conduct: The Client agrees to behave in a professional and respectful manner while using our services. Any threatening, abusive, or illegal conduct will not be tolerated and may result in the termination of the service.

7.3. Contact During Service: The Client should ensure that a contact number is provided so that the chauffeur can reach them in case of delays or issues during the journey.

8. Liability

8.1. Limitations of Liability: Our liability for any loss, damage, or injury arising out of the provision of services shall be limited to the amount paid by the Client for the specific service. We are not liable for any indirect or consequential loss.

8.2. Force Majeure: We are not responsible for any failure to deliver services or delays caused by events beyond our control, including but not limited to weather conditions, strikes, accidents, or acts of God.

9. Direct Contact Prohibition

9.1. Prohibition of Direct Contact: Passengers and drivers are strictly prohibited from exchanging phone numbers or arranging rides outside the platform. Any violation of this rule may result in the immediate removal of the driver from the platform and potential penalties.

9.2. Service Quality and Safety: All vehicles on our platform undergo rigorous checks every six months, including mandatory TFL inspections and valid PCO licensing. These measures ensure that every ride meets our high standards for safety and quality.

9.3. Risks of Outside Arrangements
When rides are arranged outside the platform, passengers lose these guarantees. In some cases, drivers who are unavailable may send unlicensed individuals or use vehicles that have not passed our strict inspections, exposing passengers to significant safety risks.

9.4. Accountability and Support: Rides booked through our platform come with full support and accountability. If a vehicle or driver is unavailable, we ensure a licensed and verified replacement is dispatched promptly. Private arrangements bypass this system, leaving passengers vulnerable in case of issues.

9.5. Compliance and Driver Penalties: Drivers who exchange numbers or arrange private rides outside the platform are in direct violation of our terms and conditions. This may result in immediate removal from our platform and potentially from other ride-hailing services.

9.6. Book Through the Platform Only: We urge all passengers to book their rides exclusively through our platform to maintain the highest standards of safety, quality, and reliability. By adhering to this policy, both passengers and drivers contribute to a safer, more reliable, and professional service experience.

10. Classic Car Hire

10.1. Pricing and Duration: The standard rate is £95 per hour, with a minimum booking duration of 3 hours. This price includes pick-up and drop-off within a 10-mile radius of Stratford, London E15.

10.2. Mileage Charges: For locations outside the 10-mile radius, an additional charge of £2 per mile will be applied. This charge helps cover fuel costs, as our classic cars, equipped with 7L engines, require more fuel due to their size and age.

10.3. Event Stops: The price covers all necessary stops at event venues, ensuring full service throughout your hire period. No additional charges will apply for stops at venues.

10.4. Location Details: For an accurate quote and efficient service, please provide the exact pick-up and drop-off addresses at the time of booking. This allows us to plan the route and calculate any extra charges if necessary.

10.5. Fuel and Maintenance Considerations: The mileage fee helps cover both fuel and maintenance costs. Due to the age and special mechanics of our classic vehicles (over 45 years old), they require frequent and detailed care to keep them in optimal condition.

10.6. Vehicle Availability and Substitution: All Rolls-Royce vehicles are the Shadow II model in gold with light interior (subject to availability and not necessarily the car shown in promotional images). The Cadillac DeVille Limousine is a one-of-a-kind car, and availability is limited to this single vehicle.

10.7. Mechanical Issues and Cancellations: In the rare case of a mechanical failure that prevents the vehicle from reaching your event, a full refund will be issued. However, due to the limited number of vehicles and logistical constraints, it may not always be possible to provide a replacement vehicle.

10.8. Client Responsibility and Damages: Clients are responsible for any damages to the vehicle caused during the hire period, whether to the interior or exterior. In such cases, repair or replacement costs will be calculated and invoiced accordingly. We kindly ask that all passengers handle the vehicles with care and respect.

10.9. Delays and Waiting Time: The hire time begins at the scheduled pick-up time and ends at the final drop-off. If there are significant delays caused by the client, additional charges may apply, depending on the availability of the driver and the schedule for the day.

10.10. Booking and Confirmation: A booking is confirmed once a deposit has been received, and a written confirmation is sent to you. Full payment must be made prior to the hire date unless otherwise agreed.

11. Photo & Video Packages

11.1. Pricing and Packages: Our photo and video packages are available at the following rates:

• Essential Photo Moments: Includes 20 professionally edited photos – £100.

• Signature Photo Package: Includes 50 professionally edited photos – £180.

• Photo + Video Premium Package: Includes 100 professionally edited photos and 2 short cinematic videos – £300.

11.2. Booking and Payment: Full payment for the chosen photo and video package is required at the time of booking to secure your reservation. If you wish to cancel or change your mind before the event, you must notify us before the event date. Cancellations made prior to the event will be subject to the terms outlined below.

11.3. Delivery of Photos and Videos: Photos will be delivered digitally in high resolution and videos will be provided in MP4 format or an equivalent suitable format. Edited photos and videos will be delivered within 4 weeks from the event date.

11.4. Additional Services: Any requests for additional photos, video footage, or extended coverage beyond the initial package will be subject to additional charges. These requests should be made prior to the event date.

11.5. Cancellation Policy: Cancellations must be made at least 2 weeks prior to the scheduled event for a full refund of the deposit. Cancellations within 2 weeks of the event will result in a charge of 50% of the total package price. No refunds will be given for cancellations on the event day.

11.6. Event Duration: The duration of coverage is agreed upon during the booking process. Any changes to the event duration that require additional coverage may incur extra charges, depending on availability.

11.7. Client Responsibilities: Clients are responsible for obtaining any necessary permissions or approvals for photography and videography at the event location. We are not responsible for restrictions that may arise at the location preventing us from carrying out our services.

11.8. Technical Issues: In the unlikely event of technical failures or equipment malfunctions, we will make every effort to resolve the issue. However, no refunds will be issued due to technical difficulties unless a resolution cannot be found.

12. Indemnity

The Client agrees to indemnify and hold harmless Uptown Chauffeurs Ltd, its directors, officers, employees, and agents from any claims, damages, or losses arising out of the Client’s use of the services, including claims for personal injury, property damage, or any other liability.

13. Privacy and Data Protection

We are committed to protecting your personal data. By using our services, you agree to our Privacy Policy, which outlines how we collect, process, and store your personal information. You have the right to access, correct, or delete your personal data in accordance with applicable data protection laws.

14. Amendments to Terms

We reserve the right to modify these Terms and Conditions at any time. Any changes will be posted on our website and will be effective immediately upon posting. It is the Client’s responsibility to review the Terms regularly to stay informed of any updates.

15. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Information

For any questions regarding these Terms and Conditions or if you need further assistance, please contact us at:

Uptown Chauffeurs Ltd

Address: Flat 12 Normandy House, 1 Wolsey Road, Hemel Hempstead, England, HP2 4TU

Emails: info@uptownchauffeurs.co.uk

Phone: +44 (0)7397 540 910  |  +44 (0)7551 431 302