Terms & Conditions

These website terms explain the basis on which a journey may be quoted under the Platinum Chauffeurs trading name. The written quotation or confirmation must identify the contracting transport supplier, the client, the itinerary, the price and any booking-specific terms before a binding booking is formed.

Where a company books travel for an employee or guest, it is responsible for passing relevant itinerary and safety information to the passenger. Nothing in these terms makes one person responsible for conduct or loss outside their reasonable control.

Nothing on this website is an offer capable of acceptance, and no reservation is confirmed by submitting details through the reservation console or by sending a message. A booking exists only once Platinum Chauffeurs has confirmed it in writing and the details have been agreed.

Quotations are given for the specific journey described. If the route, timing, passenger count, luggage volume or vehicle class changes after a quotation is given, the price may change with it, and any revision will be confirmed before the journey proceeds.

Prices are quoted individually rather than from a published tariff, because distance, duration, timing, waiting, vehicle class and whether a vehicle returns empty all affect the cost of a journey. A quotation states what is included.

The quotation must include mandatory foreseeable charges or state clearly how a genuinely variable charge will be calculated. Congestion or emission charges, forecourt fees, tolls, parking, waiting and crossings are not added later unless the possibility and calculation were made clear before acceptance or the client requests a change.

A reasonable period of complimentary waiting is included with each journey, and the amount is stated when the booking is confirmed. Airport arrivals are allowed a longer period than address pickups, because immigration and baggage reclaim are outside anyone’s control.

Waiting beyond the included period is charged in fair increments at the rate given in the quotation. Where a flight is delayed and the flight number has been supplied, the pickup is moved rather than treated as waiting.

Bookings are accepted for a vehicle class rather than a specific car. Vehicle make, model, colour and specification are subject to availability and confirmation, and a particular model can usually be requested with sufficient notice but cannot be guaranteed unless expressly agreed.

If the allocated vehicle becomes unavailable through breakdown, damage or another cause outside our control, an equivalent or better vehicle will be provided where possible. Photography on this website illustrates the class rather than any specific car in service.

Passenger and luggage capacities quoted for each class are the practical maximum for a comfortable journey, not a theoretical limit. Luggage that exceeds what was declared may not fit, and where it does not, a larger vehicle will be arranged if one can be and charged accordingly.

Child seats must be requested at the time of booking so that the correct type can be fitted. Assistance animals are always carried. Other animals are carried only where agreed in advance.

Changes to a confirmed booking are accommodated wherever possible; the earlier they are notified, the more likely that is. A change that materially alters the journey may be treated as a new booking and re-quoted.

Cancellation terms are set out before the booking is accepted. Any charge must be fair and proportionate to the reasonable net loss caused, after considering costs saved and whether the vehicle or chauffeur can be reassigned. It is not an automatic penalty simply because a chauffeur is en route or on site.

Smoking, including electronic cigarettes, is not permitted in any vehicle. Passengers are asked to wear seat belts where fitted and to follow reasonable instructions from the chauffeur relating to safety.

A chauffeur may decline to begin or continue a journey where a passenger’s behaviour is unsafe, unlawful or abusive, or where continuing would put the chauffeur or the vehicle at risk. Charges for soiling or damage caused by a passenger are recovered at cost.

Journey durations given in a quotation or anywhere on this website are indicative. Traffic, roadworks, weather, road closures, security incidents and airport operations are outside our control, and we cannot guarantee an arrival time.

Where a journey is affected by an event outside reasonable control, practical steps are taken to reduce disruption, including rerouting or revising the departure time. Responsibility is assessed under applicable law and the facts of the booking; this clause does not exclude liability for a failure to use reasonable care and skill.

Vehicles are checked after each journey and anything found is held securely and returned as soon as we can identify the owner. Return by courier or by a dedicated journey is charged at cost.

Passengers should keep valuables with them, but responsibility for loss or damage is assessed according to the facts, including whether reasonable care was taken after an item was found. Liability for negligence or another non-excludable duty is not excluded.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, breach of statutory consumer rights, or anything else that cannot lawfully be limited. Services supplied to consumers must be performed with reasonable care and skill.

Any other proposed limitation must be reasonable, proportionate, prominent before acceptance and assessed under the law applying to the particular contract. These website terms do not impose a blanket journey-price cap.

If something goes wrong, tell us as soon as possible so it can be looked into properly while the detail is fresh. Complaints are answered directly rather than through a ticketing process.

The law and courts applying to a consumer dispute depend on the client’s location and mandatory consumer protections. Nothing here prevents a consumer in Scotland or Northern Ireland from relying on applicable local law or bringing proceedings in a court available to them by law.