KENSINGTON CHAUFFEURS — TERMS & CONDITIONS
1. APPLICATION
1.1 These Terms & Conditions (“Terms”) govern the provision of Kensington Chauffeurs services to its Customers and the nature of the relationship between Kensington Chauffeurs and its Customers.
1.2 Notwithstanding any other agreements, policies or related documents which these Terms reference, Kensington Chauffeurs and its Customers agree these Terms represent the totality of the relationship between Kensington Chauffeurs and its Customers.
1.3 These Terms supersede all previous terms and constitute a legally binding agreement between Kensington Chauffeurs and its Customers.
2. COMPANY DETAILS
2.1 Company: Kensington Chauffeurs (Registered Company) (“Company”, “we”, “us”, “our”)
2.2 Registered Address: 123 Luxury Lane, London, W8 5AB
2.3 Company Registration No.: 09876543
2.4 TfL PHV Operator Licence No.: 987654
2.5 Email: info@kensingtonc.uk
2.6 Telephone: +44 7342 365455
2.7 VAT No.: GB 123 4567 89
2.8 ICO Registration No.: ZA123456
3. DEFINITIONS
3.1 “Account” means financial credit offered to an Account Customer by the Company on Fares and Additional Charges governed by the Account Special Terms & Conditions.
3.2 “Account Application Form” means the form (or application method) prescribed by the Company to be completed by a Customer for an Account.
3.3 “Account Customer(s)” means any person or business requesting or in receipt of an Account from the Company.
3.4 “Account Special Terms & Conditions” means those provisions governing an Account at Clause 25.
3.5 “Additional Charge(s) / Disbursements” means ancillary monies paid by the Customer (including, but not limited to, cancellation charges, waiting time beyond included allowances, parking, tolls, airport fees, and other costs set out in these Terms).
3.6 “Booking Confirmation” means the written confirmation issued by the Company confirming acceptance of a booking (email/SMS/WhatsApp or other written form).
3.7 “Company” means Kensington Chauffeurs as detailed in Clause 2.
3.8 “Customer(s)” means any person or business making a booking, including all associated passengers to that booking.
3.9 “Fare(s)” means the money paid by a Customer for the provision of a booking and transportation service.
3.10 “Licensing Authority” means Transport for London (“TfL”) where London private hire licensing applies.
3.11 “Private Hire Booking(s)” means a booking for the hire of a private hire vehicle to carry one or more passengers.
3.12 “Private Hire Licensing Law” means (including but not limited to) the Private Hire Vehicles (London) Act 1998 and related regulations where applicable.
3.13 “Private Hire Vehicle(s)” means a licensed private hire vehicle.
3.14 “Private Hire Vehicle Driver(s)” means a licensed private hire driver.
3.15 “Terms” means this document and incorporates any other agreements, policies or related documents referenced herein.
3.16 “Transportation Service(s)” means conveying, using a licensed private hire vehicle driven by a licensed driver, a Customer and/or belongings from a collection point to destination point in accordance with a booking.
4. NATURE OF RELATIONSHIP – PRIVATE HIRE BOOKING SERVICE(S)
4.1 The Company carries on an independent business as a private hire operator inviting and accepting bookings.
4.2 The Customer is a person making a booking with the Company for transportation services.
4.3 Drivers/chauffeurs are not permitted to accept bookings directly. Customers must book via Kensington Chauffeurs only.
4.4 The contract for all accepted bookings is between the Customer/passenger (the person or entity booking and paying) and Kensington Chauffeurs.
5. COMPANY OBLIGATIONS – PRIVATE HIRE BOOKING SERVICE(S)
5.1 The Company shall invite and accept bookings in accordance with applicable private hire licensing law.
5.2 The Company shall confirm acceptance of a booking by issuing a Booking Confirmation.
5.3 In accepting a booking, the Company will arrange a licensed driver and licensed vehicle for the transportation service.
5.4 The Company shall determine at its discretion the manner of performance of the booking and transportation service(s).
5.5 The Company reserves the right, subject to applicable law (including Equality Act 2010), to refuse a booking request or withdraw a service where lawful and reasonable.
6. CUSTOMER OBLIGATIONS – PRIVATE HIRE BOOKING SERVICE(S)
6.1 The Customer shall ensure all information provided to the Company for a booking is accurate and correct.
6.2 The Customer shall pay the Fare in consideration of the booking and transportation service.
6.3 The Customer shall pay any applicable Additional Charges / Disbursements as set out in these Terms and the Booking Confirmation.
6.4 The Customer shall allow sufficient time for completion of the service; journey time estimates are guidance only (see Clause 16).
7. BOOKINGS — HOW TO BOOK
7.1 Bookings may be made via our website booking form, email info@kensingtonc.uk, or telephone +44 7342 365455.
7.2 A booking is confirmed only when we issue a Booking Confirmation.
8. MINIMUM NOTICE FOR ONLINE BOOKINGS
8.1 We request a minimum of 3 hours’ notice for online bookings during office hours (06:00–22:00 UK time).
8.2 If you need to book with less than 3 hours’ notice, please call +44 7342 365455 (subject to availability).
9. SUBCONTRACTING
9.1 We may subcontract bookings to another licensed private hire operator where required to fulfil a booking.
9.2 Unless expressly stated otherwise in the Booking Confirmation, Kensington Chauffeurs remains responsible as the contracting operator for the booking.
10. PRICING — “NO SURGE” / “NO HIDDEN EXTRAS” / WHAT’S INCLUDED
10.1 Fares are confirmed in the Booking Confirmation (fixed journey price or hourly hire rate).
10.2 No surge pricing: we do not apply dynamic “surge” multipliers. Prices may vary by vehicle type, date/time, service type, and availability — and will always be disclosed and confirmed before acceptance.
10.3 Congestion Charge: congestion charges are included in our prices unless expressly stated otherwise in the Booking Confirmation.
10.4 No hidden extras: anything not included (e.g., parking/tolls/airport fees/additional waiting) will be disclosed in advance where possible and shown transparently on your invoice as a disbursement.
10.5 Complimentary bottled water is provided.
10.6 Onboard Wi-Fi is provided where available and is subject to network coverage and technical availability.
10.7 Child seats: Child seats are available on request, offering added comfort and peace of mind for families. Please request at the time of booking (subject to availability).
11. ADDITIONAL CHARGES / DISBURSEMENTS
11.1 Unless included in the Fare/Booking Confirmation, the following may be charged additionally:
11.1.1 Parking (including airport parking)
11.1.2 Airport pickup/drop-off/terminal fees
11.1.3 Tolls/bridge/road charges (other than congestion where included)
11.1.4 Waiting time beyond any included allowance
11.1.5 Additional stops, diversions, address changes or route variations requested after confirmation
11.1.6 Repairs/valeting required due to damage or excessive soiling caused by passengers
11.2 Where possible, parking and tolls are charged at cost price and shown transparently.
12. AIRPORT TRANSFERS — FLIGHT MONITORING, MEET & GREET, WAITING TIME
12.1 Where flight details are provided, we monitor flights in real time and plan pickup accordingly.
12.2 Meeting your chauffeur: after clearing customs, please look for your chauffeur holding a name board. If you provided a mobile number, the chauffeur may message shortly before landing.
12.3 If you cannot locate your chauffeur, please call +44 7342 365455 before leaving the terminal.
12.4 Your airport transfer includes 60 minutes complimentary waiting time & parking after your flight has landed unless stated otherwise in your Booking Confirmation.
12.5 The complimentary waiting time begins from the actual landing time.
12.6 Waiting beyond the included allowance may be charged at the applicable waiting rate disclosed at booking.
13. VEHICLE STANDARDS (CLEANLINESS / SAFETY / UMBRELLAS)
13.1 Vehicles are cleaned regularly and presented to a high standard.
13.2 Vehicles are maintained and serviced in line with manufacturer guidelines and legal roadworthiness requirements.
13.3 Umbrellas may be available in vehicles for client convenience (subject to vehicle and availability).
14. DRIVER STANDARDS (SAFETY / CONFIDENTIALITY / MOBILE PHONES / ETIQUETTE)
14.1 Chauffeurs will not exceed speed limits and will drive safely and considerately according to road and traffic conditions.
14.2 Confidentiality: chauffeurs are bound by confidentiality obligations; what is said in the vehicle remains private.
14.3 Chauffeurs do not use handheld mobile phones while driving.
14.4 Chauffeurs are polite and discreet; conversation is passenger-led.
14.5 Chauffeurs may open doors and assist with luggage as part of the service.
15. CUSTOMER RESPONSIBILITY — DAMAGE, SOILING, CONDUCT
15.1 Customers are responsible for damage caused to the interior/exterior of a vehicle and will be billed for reasonable repair/valeting required to reinstate the vehicle.
15.2 We may refuse carriage where a passenger is under the influence of alcohol/drugs or behaves in a manner that poses a threat to the chauffeur, the vehicle, or other passengers, subject to applicable law and non-discrimination duties.
16. JOURNEY TIMES & DELAYS (IMPORTANT DISCLAIMER)
16.1 While we do our utmost to ensure punctuality, we cannot accept responsibility for delays caused by circumstances outside our control (e.g., traffic incidents, roadworks, severe weather).
16.2 Any journey time guidance is provided in good faith but is not guaranteed.
16.3 We are not liable for indirect or consequential losses caused solely by journey time variability, except where liability cannot be excluded by law.
16.4 Nothing in these Terms affects your statutory rights.
17. ROUTING
17.1 Chauffeurs will travel by the most appropriate route on the day unless instructed otherwise by the Customer at the time of booking.
18. LOST PROPERTY
18.1 Customers remain responsible for their luggage and personal items at all times.
18.2 We will endeavour to return items left in our vehicles; however, we cannot guarantee recovery and accept no liability for items left behind.
19. SMOKING POLICY / COMFORT STOPS
19.1 We maintain a strict non-smoking policy in all vehicles.
19.2 Where feasible, comfort stops (including smoking breaks) can be arranged upon request.
20. VEHICLE FEATURES (CHARGERS / ENTERTAINMENT / WI-FI)
20.1 Phone charging may be available depending on vehicle; please request at booking if essential.
20.2 Audio is available; additional features (Wi-Fi/DVD) may vary by vehicle.
21. SPECIAL DATES, BANK HOLIDAYS & MAJOR EVENTS (PRE-DISCLOSED PREMIUM RATES)
21.1 Online quotations may not include public/bank holidays or major events unless stated.
21.2 Christmas Day, Boxing Day and New Year’s Day: up to 100% premium may apply.
21.3 Other Bank Holidays: up to 50% premium may apply.
21.4 Major events (e.g., Wimbledon, Ascot) may be charged at premium rates.
21.5 Any applicable premium rates will be disclosed and confirmed in your Booking Confirmation (consistent with “no hidden extras”).
22. WEDDING BOOKINGS
22.1 Wedding journeys are specialist bookings and may require booking by phone to confirm timings, logistics and vehicle allocation.
23. PAYMENT TERMS (CONSISTENT SYSTEM)
23.1 Standard bookings: a 25% deposit is required to secure your booking unless agreed otherwise in writing.
23.2 The remaining balance is taken 7 days before travel.
23.3 Short-notice bookings: full payment may be required in advance.
23.4 Chauffeurs never collect fares unless explicitly authorised by Kensington Chauffeurs in writing.
24. VAT
24.1 VAT will be charged where applicable at the prevailing rate and will be stated in the Booking Confirmation and/or invoice.
25. BUSINESS ACCOUNT CUSTOMERS
25.1 We may offer business accounts at our discretion, subject to approval.
25.2 Invoices are payable within 30 days unless agreed otherwise in writing.
25.3 Overdue payment may result in account suspension.
25.4 Late payment interest may be charged at 8% above the Bank of England base rate.
25.5 The Company may terminate an account facility at any time where lawful and reasonable; obligations remain until all sums are settled.
26. CANCELLATION AND REFUND POLICY
26.1 If cancelled more than 24 hours before start time: refund of sums paid (less any non-recoverable third-party costs, if applicable).
26.2 If cancelled less than 24 hours before start time: up to 50% may be payable.
26.3 If cancelled less than 12 hours before start time: up to 100% may be payable.
26.4 Wedding bookings cancelled 30 days before start time: deposit may be non-refundable where stated in the Booking Confirmation.
26.5 Multiple vehicle bookings cancelled within 7 days: up to 100% may be payable.
26.6 No-show at pickup: up to 100% may be payable.
26.7 Nothing in this clause affects your statutory rights.
27. COACH AND MINIBUS CANCELLATION POLICY (IF APPLICABLE)
27.1 If coach/minibus services are booked, we may retain deposits and recover losses incurred by us due to cancellation, up to the full hire cost.
27.2 Cancellations of 14 days (or 30 days during May, June and July) or less may incur 100% hiring fee due to vehicle allocation and commitments.
28. REFUNDS & NON-RECOVERABLE PROCESSING COSTS
28.1 Refunds are issued to the original payment method where possible.
28.2 Where a refund is due, we may deduct non-recoverable payment processing fees charged to us by our payment provider (where applicable). (No blanket processing fee.)
29. CONSUMER RIGHTS
29.1 Nothing in these Terms affects the Customer’s statutory rights.
30. COMPLAINTS
30.1 If you have any complaints, you are encouraged to inform us as soon as possible and preferably within 7 days after the booking.
30.2 We aim to resolve complaints amicably and may provide a refund or account credit where appropriate after review.
Contact:
Email: info@kensingtonc.uk
Phone: +44 7342 365455
Address: 123 Luxury Lane, London, W8 5AB
31. DATA PROTECTION AND PRIVACY
31.1 We process personal data in accordance with UK GDPR, the Data Protection Act 2018, and our Privacy Notice.
31.2 We may use third-party payment processors (PCI-DSS compliant) to process payments.
32. COOKIES (CONSENT-SAFE WORDING)
32.1 By using our website, you can manage cookie preferences via our cookie banner/settings tool.
32.2 Non-essential cookies (analytics, functionality, advertising) are only placed if you consent. You can accept, reject, or manage preferences at any time.
32.3 Please refer to our Cookie Policy for full details.
33. INTELLECTUAL PROPERTY
33.1 All trademark rights, copyright, database rights and other intellectual property rights relating to Kensington Chauffeurs and its materials are owned by Kensington Chauffeurs and/or its licensors.
34. FORCE MAJEURE
34.1 We are not liable for delay or failure to perform resulting from events beyond our reasonable control (including severe weather, strikes, civil unrest, emergencies). We will keep you informed where reasonably possible.
35. JURISDICTION
35.1 These Terms are governed by the laws of England and Wales and disputes are subject to the courts of England and Wales.
36. PROMOTION TERMS
36.1 We may offer promotions or rewards from time to time and reserve the right to withdraw promotions where fraud or misuse is suspected.
