Effective from 18th August 2025
1. Contractual Terms (Operator Obligations)
1.1. All bookings made with DE Chauffeur Ltd (trading as Deliciae Exactoris Chauffeur Services) create a contract between the passenger and DE Chauffeur Ltd for both:
- the acceptance of the booking, and
- the provision of the transportation services.
1.2. As a licensed London Private Hire Operator, DE Chauffeur Ltd is legally responsible for the provision of the journey (“transportation services”).
1.3. Liability in relation to the transportation services rests solely with DE Chauffeur Ltd.
1.4. Fares & Payments
- All fares are collected by DE Chauffeur Ltd.
- In some cases, fares may be collected by the driver acting as our agent, strictly on behalf of DE Chauffeur Ltd.
- Receipts will always be issued in the name of DE Chauffeur Ltd.
1.5. Cancellations
- Only DE Chauffeur Ltd may cancel a confirmed booking with a passenger.
- Drivers may reject an offer from the operator to carry out a journey, but this does not affect the passenger’s confirmed booking with DE Chauffeur Ltd.
1.6. Sub-Contracting
- DE Chauffeur Ltd may sub-contract a booking to another licensed PHV operator.
- The original contract remains between the passenger and DE Chauffeur Ltd.
2. Booking Confirmation
- All passengers will receive booking confirmations via SMS/text message.
- To opt out of SMS notifications, please email info@dechauffeur.co.uk.
- No booking is considered accepted until confirmed by DE Chauffeur Ltd by phone, email, or SMS, and a booking reference number has been issued.
- Website bookings are subject to review and may be declined. If a booking cannot be accommodated, we will notify you within 12 hours.
3. Waiting Times & Delays
- Airports: 45 minutes of free waiting time after the flight lands. Thereafter, £7.50 per 15 minutes applies.
- London Pick-ups (residential/business addresses): 15 minutes free waiting. Thereafter, £7.50 per 15 minutes applies.
- UK addresses (non-airport): Drivers will wait up to 30 minutes. If the passenger cannot be contacted, the driver will be released, and the full fare will be charged.
4. Fares, Surcharges & Mileage
- Fares are based on direct journeys with passengers ready to travel at the booked time and location.
- Hourly bookings are limited to 20 miles per hour of hire within London. Additional mileage charges apply for journeys outside London, depending on the vehicle.
- Stops or diversions not included in the original booking are subject to a minimum £25 surcharge.
- A 5% surcharge applies to all credit/debit card payments.
- A 50% surcharge applies to journeys on 24, 25, 26 December and 1 January.
- Airport drop-off and parking fees are not included in online fares and will be added where applicable.
- We reserve the right to change pricing without prior notice.
5. Cancellation & Refund Policy
5.1. London journeys
- Cancellations made less than 24 hours before pick-up: 100% charge applies.
5.2. Journeys outside London
- Cancellations made less than 48 hours before pick-up: 100% charge applies.
5.3. As-Directed (hourly hire)
- A minimum 4-hour charge applies.
5.4. Coach bookings
- Cancellations within 48 hours: 100% charge applies.
5.5. Refunds will be issued if:
- Cancellation is made in advance (subject to a minimum cancellation fee).
- A passenger misses a flight but informs us in advance by phone or email.
5.6. No refunds will be issued if:
- The passenger books with incorrect details (wrong date, wrong flight number, misleading information).
- The passenger leaves the airport or designated pick-up point without informing DE Chauffeur Ltd.
6. Amendments
- Amendments to bookings may be subject to additional charges, depending on the changes requested.
7. Assistance Animals
- In compliance with legislation, passengers accompanied by an assistance dog (e.g., guide dog, hearing dog) will always be carried at no extra charge.
8. General
- By making a booking, you agree to these Terms & Conditions.
- DE Chauffeur Ltd reserves the right to update or amend these terms at any time.