| Contracting company | Chauffeur International Ltd, trading as Classy Chauffeur |
|---|---|
| Company number | 11233870 (registered in England and Wales) |
| Registered office | 450 Bath Road, West Drayton, England, UB7 0EB |
| Website | www.classychauffeur.co.uk |
| Effective date | 22 July 2026 |
Please read these Terms carefully. They apply when you request, make or manage a booking with Classy Chauffeur and when you use our website or customer app. They contain important information about prices, payments, cancellations, waiting time, passenger responsibilities, liability and complaints.
By asking us to accept a booking, you agree to these Terms. If you make a booking for another passenger or for an organisation, you must ensure that the relevant passenger and authorised account users receive the information that applies to them.
These Terms are issued by Chauffeur International Ltd (company number 11233870), a company registered in England and Wales, trading as Classy Chauffeur (“Classy Chauffeur”, “we”, “us” or “our”).
Registered office: 450 Bath Road, West Drayton, England, UB7 0EB
Customer-service email: office@classy-chauffeur.com
Telephone: +44 (0)7480 218132
Website: www.classychauffeur.co.uk
VAT registration number: 464 6597 47
For operational or time-sensitive matters concerning an upcoming journey, use the contact method shown in your Booking Confirmation or the customer app, where available.
These Terms apply to quotations, Bookings and Services requested through our website, customer app, telephone, email or another channel that we approve. They also contain rules for using the website, customer app and customer or business accounts.
If specific written terms for a wedding, event, corporate account or other special Booking were clearly provided before acceptance and expressly agreed, those specific terms take priority only to the extent of an inconsistency. Mandatory legal rights always take priority.
You must be at least 18 and legally capable of entering a contract to create an account or make a Booking. A child may travel as a Passenger where the Booking is made and managed by a responsible adult.
A price indication, quotation or display of availability is an invitation to request a Booking, not a guarantee that we will accept it. You may submit a request through an approved booking channel.
A contract is formed when we expressly accept the Booking through the app, by email, SMS, telephone or another communication. We will provide a Booking Confirmation recording the agreed details. The written confirmation is evidence of the Booking; it does not prevent an otherwise valid telephone Booking from being formed.
Acceptance may be subject to successful payment authorisation, vehicle and chauffeur availability, service area, legal and licensing requirements and any checks reasonably required to prevent fraud or protect safety. Before acceptance, we may decline a request for legitimate operational, safety, legal or commercial reasons, but never for an unlawful discriminatory reason.
Check the Booking Confirmation promptly. If anything is incorrect, contact us immediately. A correction or change is effective only when we acknowledge it.
For each Booking that we accept as operator, Chauffeur International Ltd contracts with the Booking Holder as principal to provide the journey. The chauffeur is not a separate contracting party merely because they perform the journey.
We may arrange for an appropriately licensed chauffeur, fleet provider or partner private-hire operator to perform all or part of the Service. Where a Booking is subcontracted, our contract with the Booking Holder remains in force and we remain responsible for providing the accepted journey, subject to these Terms and applicable law.
The Booking Holder must provide accurate and complete information, including the date, scheduled collection time, pick-up and destination, Passenger count, contact number, luggage, vehicle requirements, flight number and any accessibility or safety information reasonably necessary to provide the Service.
If you book for another Passenger, you confirm that you are authorised to provide the necessary information, to receive booking and journey communications and, where relevant, to accept payment responsibility. You must provide the Passenger with the journey, safety, cancellation and privacy information that affects them.
We are not responsible for loss or delay caused by materially inaccurate, incomplete or late information, except to the extent that we could reasonably have avoided the consequence by using reasonable care and skill.
The price and currency will be displayed or communicated before the Booking is accepted and repeated in the Booking Confirmation. Consumer prices include VAT where applicable. A fixed quoted price applies to the journey and requirements stated in the confirmation.
Unless the quotation or confirmation states otherwise, a fixed fare includes the vehicle and chauffeur, fuel, ordinary road charges and the congestion charge applicable to the agreed journey, together with meet-and-greet and flight monitoring where expressly included. The confirmation will state whether parking and waiting time are included.
A reasonable additional charge may apply where:
Where reasonably possible, we will disclose and obtain agreement to an additional charge before it is incurred. If immediate action is reasonably necessary to complete the Service safely and obtaining prior agreement is not practicable, the charge must be reasonable, evidenced and limited to the resulting cost. We will not impose an undisclosed mandatory extra that should have formed part of the original price.
If a quotation contains an obvious pricing or technical error, we may correct it before accepting the Booking. If we discover the error after acceptance, we will offer the correct price and allow you to accept it or cancel for a full refund; we will not simply charge the higher amount without agreement.
Unless an approved corporate arrangement says otherwise, payment is due in advance using a payment method we accept. We may request a card authorisation or pre-authorisation and collect the confirmed fare and any properly due additional charge. We do not add a consumer card surcharge where the law prohibits it.
You authorise us and our payment provider to process payments, refunds and any reasonably evidenced post-journey charge permitted by these Terms. Before collecting a disputed damage, cleaning or additional charge, we will provide reasonable information about the basis of the charge and an opportunity to raise a genuine query.
If payment fails or an amount remains due, we may contact the Booking Holder, suspend future Bookings and take proportionate lawful steps to recover the debt, including reasonable recovery costs where legally recoverable. Account closure or deletion does not cancel a valid payment obligation.
Request a change as early as possible through the app or the contact details in the Booking Confirmation. A requested change is not accepted until we confirm it. Changes remain subject to availability, safety, licensing requirements and any price adjustment explained before acceptance.
A material change to the collection time, route, destination, duration, Passenger number, vehicle category or special requirement may be treated as a revised Booking. If we cannot accommodate the change, the original Booking remains in place unless cancelled under section 10.
| Notice before scheduled pick-up | Amount returned / cancellation charge |
|---|---|
| More than 24 hours | Full refund; no cancellation charge |
| 12 to 24 hours | 50% refund; cancellation charge of 50% of the fare |
| Less than 12 hours | No refund; cancellation charge up to 100% of the fare |
| No-show | No refund; cancellation charge up to 100% of the fare, subject to section 11 |
The Booking Confirmation will state the scheduled pick-up time, any included waiting period and the applicable waiting rate. If the Passenger expects to be late, they should contact us immediately. Waiting beyond the included period may be charged at the rate disclosed before confirmation or agreed for the extension.
For a non-airport collection where the confirmation does not state a different rule, we will not treat the Passenger as a no-show until the chauffeur has waited at least 30 minutes after the scheduled pick-up time and reasonable attempts have been made to contact the Booking Holder or Passenger. For airport collections, the included waiting period and no-show point are those stated in the Booking Confirmation and section 12.
If the Passenger cannot be located after the applicable period and reasonable contact attempts, the Booking may be ended as a no-show and the cancellation charge in section 10 may apply. A no-show charge will not be imposed where the failure resulted from our material breach.
For an airport collection, the Booking Holder must provide the correct flight number, airport, terminal and Passenger contact information. Where flight monitoring is included, we use the supplied flight information to make reasonable operational adjustments, but live data may be delayed, unavailable or inaccurate.
The Booking Confirmation will explain the meeting point, included waiting period, parking treatment and any waiting charge. Unless we confirm otherwise, a delayed, cancelled, diverted or materially changed flight does not automatically create a new Booking. Contact us as soon as possible so that we can confirm whether the original Booking can be adjusted. Additional cost or cancellation terms may apply only as explained under these Terms.
We are not responsible for a failure to monitor or adjust where the Booking Holder provided an incorrect or incomplete flight number, subject to our duty to use reasonable care and skill.
We will provide the Service with reasonable care and skill and make reasonable efforts to meet the confirmed collection time. Journey durations and arrival times are estimates because traffic, security, weather, road conditions, passenger readiness and other circumstances can change.
The chauffeur may select or change the route for safety, traffic, legal or operational reasons. If the Booking Holder requests a particular route, we will consider it but cannot follow an unsafe or unlawful instruction. A customer-requested route or stop may change the price and arrival estimate.
The Booking Holder should select a pick-up time that allows a reasonable contingency for flights, trains, events and appointments. This does not remove our responsibility where a loss is caused by our failure to use reasonable care and skill.
We will provide the confirmed vehicle category or a vehicle of equivalent or higher standard, subject to lawful Passenger and luggage capacity. Images, model examples, colours and trim are illustrative unless a specific vehicle has been expressly guaranteed in the Booking Confirmation.
If an equivalent or higher vehicle is unavailable, we will contact the Booking Holder and may offer a lower category with an appropriate price reduction, an alternative arrangement or cancellation with a refund for the unperformed Service. We will not substitute a vehicle that fails a confirmed accessibility or safety requirement.
Passengers must behave lawfully and safely, follow reasonable safety instructions and treat the chauffeur, other people and property with respect. Seat belts must be used where required. Passenger and luggage capacity must not be exceeded. Smoking and vaping are prohibited in all vehicles.
Alcohol may be consumed only where lawful and expressly permitted by the chauffeur or us. Permission may be withdrawn where consumption creates a safety, cleanliness or conduct risk. Illegal substances and unlawful or dangerous items are prohibited.
The chauffeur or we may refuse to start or may end a journey where this is reasonably necessary because of violence, threats, harassment, serious intoxication, illegal conduct, unsafe conditions, property damage or a refusal to follow a lawful safety instruction. Any charge for the unperformed portion must be fair, proportionate and consistent with applicable law. This right will not be exercised for a discriminatory reason.
Luggage. The Booking Holder must disclose unusually large, valuable, fragile or excessive luggage and select a suitable vehicle. Luggage must fit safely within the vehicle’s permitted capacity and must not obstruct the chauffeur.
Child seats. A child seat must be requested with the child’s relevant age, height and weight. It is supplied only if expressly confirmed. The responsible adult must check that the confirmed arrangement meets the child’s needs and must supervise the child. Nothing in these Terms removes duties imposed by road-traffic or child-safety law.
Pets. A pet or non-assistance animal requires advance approval and may require an appropriate restraint, carrier or vehicle. A reasonable disclosed cleaning or special-arrangement charge may apply.
Assistance dogs and disabled Passengers. The pet-approval rule does not apply to an assistance dog accompanying a disabled person. We and the chauffeur will comply with the Equality Act 2010 and other applicable accessibility duties. An assistance dog will be carried without an extra charge. If an assigned chauffeur holds a valid statutory medical exemption, we will take reasonable steps to arrange a suitable alternative without an extra charge. We will not refuse a Booking or provide a lower standard of service because of disability.
Tell us about an accessibility requirement when requesting the Booking so that we can make reasonable arrangements. We will use only the information reasonably necessary and handle it under our Privacy Policy.
The Booking Holder is responsible for reasonable repair, replacement or specialist-cleaning costs caused by a Passenger’s deliberate act, negligence or breach of these Terms, excluding fair wear and tear and any amount caused or increased by our or the chauffeur’s fault. We will provide reasonable evidence and an explanation of the amount. The Booking Holder may raise a genuine dispute before collection where practicable.
Passengers remain responsible for their belongings. Report lost property promptly with the Booking reference and a description. We will make reasonable efforts to check, record and arrange return of an item found in a vehicle. A reasonable, disclosed delivery or return cost may be charged. Property may be transferred to the police or another authority or disposed of after the applicable retention period.
We do not accept unlimited responsibility for lost, stolen or damaged belongings, but nothing in this section excludes liability where loss was caused by our negligence or where liability cannot lawfully be excluded.
We may cancel or suspend a Booking where performance is unlawful or unsafe, payment is not authorised, required information is not provided, the Passenger commits a serious breach, or circumstances make performance impossible or materially impracticable despite reasonable efforts.
Circumstances outside our reasonable control may include severe weather, natural disaster, major road closure, police or security incident, industrial action, public emergency, government restriction, widespread network failure or an unforeseeable mechanical failure that could not reasonably have been prevented.
We will notify the Booking Holder as soon as reasonably possible, take reasonable steps to minimise disruption and, where practicable, offer a suitable replacement vehicle, appropriately licensed alternative or revised time. If we cancel and do not provide the Service, we will refund the amount paid for the unperformed Service. Where only part is not provided, an appropriate partial refund or price reduction will be considered.
Nothing in this section allows us to keep payment for a Service we do not provide where the law requires a refund, or excludes responsibility for failing to take reasonable precautions or use reasonable care and skill.
Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of a liability that cannot lawfully be excluded, or any mandatory consumer right.
Consumers. We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it might happen or both parties knew, when the Booking was accepted, that it might happen. We are not responsible for unforeseeable loss, a loss caused by the customer’s own breach, or business loss suffered by a Consumer.
Flights, events and onward travel. We do not guarantee that external travel, appointments or events will be met. We are not responsible where a missed connection or appointment results from circumstances outside our reasonable control, materially inaccurate Booking information or a collection time selected without reasonable contingency. This does not exclude a remedy for a direct foreseeable loss caused by our breach or negligence.
Business Customers. Subject to the non-excludable liabilities above, we are not liable to a Business Customer for loss of profit, revenue, business, opportunity, goodwill, anticipated savings or for indirect or consequential loss. A signed Corporate Account Agreement may contain a reasonable aggregate liability limit and will take priority where stated.
You must take reasonable steps to avoid or reduce loss and notify us promptly of a matter that may give rise to a claim. These Terms do not affect a Consumer’s statutory rights, including the right for services to be performed with reasonable care and skill.
A corporate account is subject to approval and may also require a signed Corporate Account Agreement. The business account holder is responsible for authorised users, Bookings, Passenger information and all charges properly incurred under the account. If there is an inconsistency, the signed agreement takes priority for the Business Customer.
We grant you a personal, limited, non-exclusive, non-transferable and revocable licence to use our website and customer app for lawful personal or internal business booking purposes, subject to these Terms and the applicable app-store rules. We and our licensors retain all intellectual-property rights.
You must not:
We use reasonable care to keep booking functions available and information accurate, but uninterrupted operation is not guaranteed. We may maintain, update or withdraw a feature. Where an outage affects an accepted Booking, contact us using the Booking Confirmation. General website content is information, not professional advice.
Third-party websites, sign-in providers, payment services and app stores operate under their own terms. Apple, Google and other platform providers are not responsible for providing the booked chauffeur journey.
You may stop using an account at any time. The iOS and Android customer apps include Account → Help & Support → Delete my Account. You may also contact us for assistance. Deleting an account removes login access immediately, but does not itself cancel a payment obligation or override records we must retain by law.
If an active, unperformed Booking exists when account deletion is requested, the Booking will be cancelled and the cancellation terms in section 10 will apply. We may contact the Booking Holder about an outstanding balance and may retain the minimum information necessary for legal, accounting, regulatory, complaint and debt-recovery purposes, as explained in the Privacy Policy.
We may restrict or suspend an account where reasonably necessary for security, suspected fraud, serious or repeated breach, non-payment, unlawful activity or protection of people or systems. Where appropriate and lawful, we will explain the reason and provide a reasonable opportunity to resolve the issue.
We process customer, Passenger, booking, account and payment information in accordance with our Privacy Policy and Cookie Policy. The Privacy Policy explains who controls the information, why it is used, who may receive it, retention periods and data-protection rights.
Privacy Policy: www.classychauffeur.co.uk/privacy-policy
If you provide another Passenger’s information, you must be authorised to do so and should ensure that the Passenger receives the relevant privacy information.
If you are dissatisfied with a Booking, chauffeur, vehicle, charge or service, contact us as soon as reasonably possible. Please provide the Booking reference, journey date, a clear description and any relevant evidence.
Email: office@classy-chauffeur.com
Telephone: +44 (0)7480 218132
Post: 450 Bath Road, West Drayton, England, UB7 0EB
We will acknowledge a complaint promptly, investigate it fairly and aim to provide a substantive response within 10 working days. If a complex matter requires longer, we will provide an update where reasonably possible. Serious safety or driver-conduct matters may be reported to Transport for London, the police, an insurer or another competent authority where required or permitted by law.
Transport for London complaints and feedback: tfl.gov.uk/help-and-contact/contact-us-about-taxi-and-private-hire
For an emergency or immediate danger, call 999. Contacting us first does not prevent a Passenger from contacting Transport for London, the police, a court or another body where they are entitled to do so.
We may update these Terms for future Bookings to reflect service, legal, regulatory or technical changes. The latest version and effective date will be published on the website and made available through the customer app. The version provided or available when a Booking is accepted applies to that Booking unless a later change is required by law or is expressly agreed. We will not retrospectively impose a material disadvantage on an existing Booking without a lawful basis.
Entire agreement. For a Business Customer, these Terms, the Booking Confirmation and any signed Corporate Account Agreement form the entire agreement for the Booking. Nothing excludes liability for fraud or for a statement or promise that the law makes binding. For Consumers, information about the Service that the law treats as part of the contract remains binding.
Transfer. We may transfer our rights and obligations as part of a genuine business reorganisation or transfer, provided this does not reduce a Consumer’s rights and we give notice where required. A Booking Holder may transfer a Booking only with our agreement.
Third-party rights. A Passenger may rely on provisions expressly intended to protect their safety, accessibility and legal rights. Otherwise, a person who is not a party has no right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
No waiver. A delay or failure to enforce a right does not waive that right.
Severability. If a court or authority finds part of these Terms unlawful or unenforceable, the remaining provisions continue to apply, and the affected provision will apply to the minimum extent necessary to make it lawful where possible.
Governing law and courts. These Terms and each Booking are governed by the law of England and Wales. A Consumer living in another part of the UK retains any mandatory protections and may bring proceedings in the courts available under applicable law where they live. Business Customers submit to the exclusive jurisdiction of the courts of England and Wales unless a signed agreement states otherwise.
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