Terms & Conditions

TERMS AND CONDITIONS

In making a booking with Top Chauffeur, you are entering into an agreement covered by the following terms and conditions, which you are assumed to have accepted.Booking Procedure

BOOKING PROCEDURE

After you make your initial enquiry with Top Chauffeur  we will Email or WhatsApp your quotation. We hold the date of travel for 24 hours after we have sent your quotation. Once we receive your confirmation we will send you an invoice for 40 percent of your balance. On receipt of your deposit we will send a receipt and the date that the balance is due. If you are travelling within the following 7 days, the full balance is required to secure your booking. Payment by bank transfer is preferred but other payment methods can be accepted when required. You will be sent a payment reminder before travel 14 days before the balance is due. You will receive a booking reminder 24 hours prior to travel including the driver’s details and contact number.

RATES AND CHARGES

All payments for our services are inclusive of VAT, currently 20% Credit card payments attract a 2.5% surcharge to cover fees payable by Top Chauffeur Services Ltd to process the payment. For airport drop offs and collections, car park charges are included in the quoted price but are not subject to VAT. Extra charges apply on Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve and New Year’s Day. These charges will be reflected in your invoice. Any unsociable hours charge will be included in your quoted price and invoice Additional charges may be incurred for extra stops / pick-ups or waiting time. We recommend contacting us about any such modification to your booking in advance, so the price can be adjusted prospectively. Tolls, congestion zones and parking are additionally chargeable.

ACCOUNT FACILITIES

Accounts are available with a credit limit. Prior to opening an account, you will be subject to a credit check. Invoices will be issued on a weekly basis and must be settled within 7 days from the date of the invoice. We reserve the right to make a charge for any late payments made in respect of invoices paid, under the Late Payments of Commercial Debts Act 1998. Any late payment of invoices may attract interest charges of up to 7.5% per annum above base rate calculated on a daily basis. Account holders conditions are valid in conjunction with all other terms & conditions as outlined above. It is the responsibility of the client to ensure adequate security to ensure that the account facility is not abused.

CANCELLATION AND REFUND POLICY

We reserve the right to cancel any booking where payment has not been made according to the terms above. Cancellation of all bookings by the client except weddings, multi-vehicle and multi-day bookings will result in refund as follows:

• over 48 hours before travel : 100% refundable

• 24-48 hours before travel : 80% refundable

• 12-24 hours before travel : 60% refundable

• Under 12 hours before travel : no refund payable No refund will be provided if a client fails to show up for their booked journey

MULTI-DAY AND MULTI-CAR BOOKINGS

If you hire any of our fleet vehicles for two or more consecutive days, or multiple vehicles on the same day, the following cancellation fees will apply:

• More than 7 days’ notice – 10% cancellation fee

• Less than 7 days and more than 48 hours notice – 50% cancellation fee

• Less than 48 hours notice – 100% cancellation fee will be charged

These terms are set by Top Chauffeur.

WEDDINGS | SPECIFIC TERMS AND CONDITIONS

For weddings, cancellation 28 days or more before the booking will incur a 10% administration charge. Cancellation more than 7 but less than 28 days before the booking date will result in a 50 per cent refund. For cancellation less than 7 days before the booking no refund is payable.

WAITING TIMES

All airport collections include 60 minutes of complimentary waiting time. For all other journeys the complimentary waiting time is 15 minutes. Additional waiting time will be charged per 15 minutes.

RESPONSIBILITIES

We accept no responsibility for delays to your journey brought about by events beyond our control such as adverse weather, accidents, road closures, vehicle problems e.g. puncture. We accept no responsibility for loss or damage to luggage or personal property while travelling with us unless this is the result of negligence by the driver. In the event of property being left in the vehicle, we will endeavour to return this to you at the earliest opportunity. We will discuss with you the options for returning your belongings.

FLEET POLICY

We reserve the right to change the vehicle providing your journey if your original choice of vehicle is unavailable due to unforeseeable circumstances. We will do our utmost to provide a vehicle to the specification you have ordered and in some cases you may be upgraded at no additional cost. Sometimes we may offer an alternative vehicle of the same class.

PASSENGER SAFETY

It is the responsibility of the person making the booking to provide accurate information about the number of passengers and quantity of luggage so we can ensure your vehicle is suitable for your needs. The driver is not allowed to carry more passengers than the legal number stated on the vehicle license. We will refuse any requests to do so. If you book a vehicle that is unsuitable e.g. due to excess luggage we have the right to refuse the journey and no refund will be given.

REFUSAL OF CARRIAGE

Any passenger who appears to be intoxicated or whose behaviour poses a risk to the driver, vehicle or other passengers will be refused travel. No refund will be offered in this eventuality. We have a zero tolerance policy against harassment, discrimination and verbal or physical aggression. We reserve the right to refuse travel to any passenger who has breached this policy in the opinion of their driver and no refund will be offered.

DAMAGE TO THE VEHICLE INCLUDING SOILING AND SPILLAGE

T0p Chauffeur Services Ltd will charge a soiling fee to any passenger who leaves the vehicle in a condition that takes it off the road due to bodily functions or spillage. This will result in a minimum fee of £150 and if the vehicle is off the road for longer than 8 hours the day rate will be charged until the vehicle has been returned to a satisfactory state. Damage to vehicle by client or passengers or damage to the interior or exterior of the vehicle caused by any passenger will result in a charge for valeting or repair to return the vehicle to its previous condition. The charge will take account of the costs of labour, the chauffeur’s time and the time where the car is off the road. This will be invoiced to the client who made the booking and is payable within 7 days.

CONVEYANCE OF ANIMALS

No animals other than guide dogs and hearing dogs may be carried on any vehicle without prior written agreement from the company. Please note that additional costs may be charged if travelling with animals which will be included in your quote and invoice.

THIRD PARTY BOOKINGS

At busy times, we may engage the services of carefully selected affiliates with similar company values to our own to provide your journey.

LICENSING AND INSURANCE

Although our vehicles carry no private hire plates, we are fully licensed with the local authority and have public liability insurance. All of our drivers are fully licensed and have undergone disclosure and barring checks.

PRIVACY POLICY

This site is owned and operated by Top Chauffeur Services Ltd. We do not store credit card or bank details for any clients. Email addresses are entered automatically onto our mailing list but you can unsubscribe at any time. We provide a variety of services which may or may not require you to enter personal information. In such cases, your personal information is used only to provide the service for which you are subscribing. We will not share any of your personal information with any third party organisation. Your privacy is of the utmost important to us and we make every effort to insure that it is protected. We collect anonymous non-personal information such as your Internet IP address and referring URLs so that we may generate aggregate statistical reports. Additionally, we make use of cookies to temporarily store information on your local computer so that we may remember your personal preferences. These cookies are accessible only to us or the people who provide us with the code (like Google, for example). We may update this policy. If you have provided your email address and opted to receive announcements from us, we will notify you about significant changes in the way we treat personal information. If you have any questions about our privacy policy, please contact Sassi Executive Travel Ltd. by email or telephone.

COMPLAINTS PROCEDURE

In the rare event that you have had an unsatisfactory experience with our team, we want to hear about it so we can improve our services. Write to us at info@topchauffeur.co.uk detailing your complaint in full including your name, date of booking, pick up and destination and driver. We will investigate thoroughly and report back to you within 14 Days, including what steps we propose to resolve your concerns and what measures we have put in place to prevent the same issues recurring in future. Should you feel the need to escalate your complaint from this point we will signpost you to the appropriate local authority process to take your complaint forward with our licensing authority.

FEEDBACK

We appreciate your feedback so we can improve our services. You can tell us about your experience using our social media platforms or on websites like Yell  or Trip Advisor . Alternatively you can provide feedback by email to info@topchauffeur.co.uk