Hirers are encouraged to review and accept these Terms and Conditions before finalising the agreement and completing the hire process. If you have any questions or concerns, please feel free to seek assistance from our rental staff.
Deluxe Driven reserves the right to amend these Terms and Conditions at any time for quality assurance and service enhancement. Any modifications will be reflected on the Deluxe Driven homepage, with a notice provided to users at least 14 days before the new Terms and Conditions take effect. By continuing to use our website, users acknowledge and agree to be bound by the updated terms unless they explicitly object. Furthermore, utilising Deluxe Driven’s services constitutes acceptance of these Terms and Conditions.
For safety reasons and to minimize distractions for the chauffeur, playing loud music inside any of our vehicles is strictly prohibited.
Consumption of alcohol is not permitted in our vehicles. Any exception to this policy requires prior approval. The customer is fully responsible for any damages resulting from spills on seats or other vehicle surfaces and will be liable for associated cleaning or repair costs.
Under no circumstances are drugs allowed in our vehicles. The chauffeur reserves the right to refuse service and remove any passenger found under the influence of drugs. In such cases, no refunds will be issued, and the customer will be responsible for the full cost of the trip.
All Deluxe Driven chauffeur services are pre-booked. As a result, vehicles may have subsequent reservations scheduled after the current trip. If additional time is required for hourly bookings, it is subject to the chauffeur’s discretion. To avoid any inconvenience, clients are advised to schedule extra hours in advance.
Users must ensure that all information provided during the registration process is accurate and complete in all respects. Any unauthorised use of this website may constitute grounds for legal action, including claims for damages and/or criminal prosecution. Additionally, such unauthorised use may result in the suspension or termination of registered customer accounts.
All contractual terms and conditions apply to the services arranged and provided by Deluxe Driven.
For all vehicles booking must 60 minutes before the pickup time.
Please note that we need full address including post code for the accurate calculation of fares.
Deluxe Driven Ltd operates in full compliance with Regulation 9(14) of the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000. As a licenced private hire operator, we assume full responsibility for accepting all bookings directly from passengers and for providing transportation services in connection with those bookings.
This includes ensuring that all journeys are conducted in licenced private hire vehicles by licenced drivers, from the designated pick-up location to the agreed drop-off point, for the pre-agreed fare or an accurately estimated amount provided in advance.
By making a booking with Deluxe Driven, passengers enter into a direct contractual agreement with us as the operator. We guarantee full accountability for the safe, reliable, and efficient provision of our services.
In London, private hire vehicles (PHVs) are exempt from the requirement to provide child seats. If a child seat is needed, passengers must request it in the comments section when making a booking and specify the child’s age, weight, and the type of seat required.
Chauffeurs do not carry child seats in their vehicles due to space limitations. Deluxe Driven will provide a child seat free of charge if the chauffeur is located near our office where the seats are stored. However, in cases where the chauffeur must travel to our office to collect the child seat, an additional charge may apply. Passengers will be informed in advance before the chauffeur is dispatched for seat collection.
The parent or guardian is solely responsible for supervising the child throughout the journey. The chauffeur reserves the right to cancel the ride if the child causes damage to the vehicle, creates a hazardous situation, or exhibits abusive behaviour towards the chauffeur.
The minimum age to book a ride is 12 years. For passengers under 18, a written declaration from a parent or guardian is required before travel.
If a customer wishes to bring an animal on board, prior permission must be obtained before booking to ensure that Deluxe Driven and its partners are willing to accommodate such a request. Guide dogs will always be accepted and will not be refused. Deluxe Driven’s chauffeurs reserve the right to decline transportation of any animals (except for guide dogs) if prior approval was not granted.
The luggage capacity and seating capacity for each vehicle are displayed in all vehicle illustrations. When booking through the Deluxe Driven website, any additional luggage beyond the stated capacity may incur an extra charge, subject to available space. Deluxe Driven reserves the right to refuse any luggage that was not pre-approved, does not fit within the vehicle’s boot, or compromises safety conditions. For health and safety reasons, only cabin-sized bags are permitted inside the passenger area of the vehicle.
For MPV vehicles, in accordance with Transport for London (TFL) regulations, the driver’s rearview mirror must remain unobstructed at all times. Excessive luggage in the luggage compartment that obstructs the rear window will not be permitted. Similarly, vehicle seating capacity is clearly stated. Any additional passengers beyond the agreed number at the time of booking may be refused if space is insufficient or if safety conditions are compromised.
As a courtesy, our chauffeurs are happy to assist passengers with loading and unloading their luggage. However, please be advised that if the destination is a multi-story house, apartment, or requires additional assistance, chauffeurs are not obligated to carry luggage to the door or handle extended luggage transit.
If porter services or specialized luggage handling are required, passengers must request them at the time of booking or well in advance. Such services may be subject to additional charges. Arrangements for porter services can be made through our customer care team via phone or email.
In cases of extreme weather conditions or other unavoidable circumstances, customers may be eligible for partial compensation, such as for extended waiting times. If a last-minute cancellation occurs due to unforeseen events, a full refund will be provided, subject to the customer's acceptance.
In the event of unexpected traffic delays, road blockages, or similar incidents beyond Deluxe Driven’s control that may result in financial losses—such as missing important meetings, hotel reservations, or flights—Deluxe Driven assumes no liability and will not provide compensation.
Any penalties, including parking fines incurred due to the customer's actions or failure to obtain prior approval—such as for special parking arrangements required by building management—will be the sole responsibility of the customer and charged accordingly.
The Deluxe Driven fleet is equipped with dashcams to ensure the safety and security of passengers. These dashcams record video footage only, with the microphone function disabled to respect passenger privacy.
If a customer prefers not to have their journey recorded, they must inform us in advance, and the dashcam can be deactivated for the duration of the trip.
Deluxe Driven is not responsible for the websites of third-party ground transportation service providers. We only accept bookings made directly through the official Deluxe Driven website.
In the event that a vehicle becomes unavailable due to a sudden mechanical failure or any other reason, Deluxe Driven will provide a substitute vehicle of a similar class.
A "no-show" is defined as a situation where the passenger is uncontactable via call, SMS, or email. A no-show results in the cancellation of the customer's service for the booked period if they fail to arrive at the designated pickup location. However, this policy may be waived if the customer agrees to a later pickup time and notifies Deluxe Driven accordingly. Grace periods: Airport pickups: 90 minutes Non-airport pickups: 30 minutes If the passenger fails to arrive within the specified timeframe, the chauffeur will be released, and the full booking cost will be charged.
A no-show is defined as a situation where the customer fails to arrive at the designated pickup location without prior cancellation within 30 minutes after the scheduled pickup time. In such cases, the full cost of the booked service will be charged. However, additional waiting time charges will not be applied where feasible.
For airport and train station pickups, a no-show occurs if the customer has not cancelled at least 60 minutes before the scheduled pickup time. In these instances, the full service fee remains payable, but no additional waiting time charges will be incurred where possible.
A no-show is defined as the customer failing to arrive at the designated pickup location within the booked service hours at the agreed time. In such cases, the full cost of the booking remains payable. The chauffeur will wait for up to one hour, regardless of the total booked duration, before departing and classifying the booking as a no-show.
For airport and train station pickups, a no-show occurs if the customer does not arrive within the booked service hours after the agreed pickup time and location. The full service fee will still be charged, and no additional waiting time costs will apply where feasible.
Deluxe Driven actively monitors flight statuses to accommodate delays and ensure timely pickups. However, in the event of a flight delay or cancellation, the customer is responsible for informing Deluxe Driven at the earliest opportunity.
If your flight is delayed, we offer a grace period of up to 60 minutes at no extra charge. As our pricing policy outlines, additional waiting time will incur additional fees.
Our chauffeurs manage multiple assignments based on a predefined schedule, and adjustments to one booking may impact their availability for other passengers. For flights arriving between 6:00 AM and 7:00 PM, Deluxe Driven will monitor flight statuses and adjust the pickup time for delays or early arrivals within a 90-minute window from the originally scheduled landing time. However, the final decision to wait remains at the discretion of management and the chauffeur.
If a flight is delayed or arrives more than 90 minutes earlier or later than scheduled, the service will be classified as a "no-show," and standard no-show policies will apply. Should a decision be made to wait and apply waiting time charges, payment must be settled before the completion of the journey.
For flights arriving between 7:00 PM and 6:00 AM, if a flight is delayed or arrives early by 60 minutes or more without prior notification, the booking will be classified as a "no-show." In such cases, the pre-paid booking will be forfeited, and Deluxe Driven will attempt to arrange a new ride based on availability. The new booking will be charged at the current rate for the service, and payment must be settled before the ride is completed.
In the event of a flight cancellation, the customer must notify Deluxe Driven at least four hours before the scheduled pickup time to avoid a "no-show" charge, which is equivalent to the full fare of the booked ride.
Failure to inform Deluxe Driven of a flight delay or cancellation, resulting in a "no-show," will lead to the customer being charged the full fare of the scheduled ride with no eligibility for a refund.
Modifications to the destination during the ride are permitted. Any changes will be reviewed, and Deluxe Driven will apply additional charges based on the extra Kilometres traveled.
All passengers must adhere to the following standard rules and legal requirements when travelling with the Deluxe Driven fleet:
Any items left in the vehicle will be secured and transferred to the Lost and Found department. Customers may retrieve their belongings by contacting either their chauffeur directly or the Deluxe Driven office. Any costs incurred for the return of lost items, such as transportation or courier fees, will be the responsibility of the customer. However, Deluxe Driven does not charge for the storage of lost items.
Deluxe Driven accepts no liability for the loss or damage of any luggage or personal belongings transported in the vehicle unless such loss or damage is a direct result of negligence on the part of the chauffeur. All customer belongings are carried entirely at the owner's risk, and Deluxe Driven shall not be held responsible or liable for any loss or damage to such property.
Deluxe Driven prioritizes the safety and well-being of all customers. However, in the unlikely event that a customer experiences damages arising from our services, our liability is strictly limited to the actual cost of the ride. We do not accept responsibility for any indirect or consequential damages, including but not limited to loss of income, missed flights, or missed meetings. Any damage to personal belongings inside the vehicle remains the sole responsibility of the customer.
Indirect Damages: Deluxe Driven shall not be liable for any indirect or consequential damages, including but not limited to loss of income, missed opportunities, emotional distress, missed flights, or missed meetings.
Personal Property: Customers are solely responsible for any loss of or damage to personal belongings brought into our vehicles. We strongly advise all passengers to ensure their property remains secure at all times.
In the event of a complaint regarding the company’s services, the customer should make reasonable efforts to resolve the issue at the time by seeking assistance from the chauffeur or contacting the company directly. If the matter remains unresolved, complaints must be submitted in writing within 14 days of the service completion date. The company will acknowledge receipt of all complaints within 14 days and will generally provide a full response within 28 days.
Deluxe Driven shall not be held liable for any injuries or damages resulting from reckless or disruptive behaviour inside the vehicle, whether while in motion or stationary. Passengers are expected to conduct themselves responsibly to ensure their safety and that of others.
In the event that the interior or exterior of the vehicle is soiled or damaged by the customer, a valeting or repair charge will apply to the credit or debit card provided at the time of booking. Refusing to pay for the damage caused, legal action will be taken.
For transfer services, the first 60 minutes of waiting time after the agreed pickup time is complimentary for airport pickups, while all other pickup locations include 15 minutes of free waiting time. Any additional waiting time beyond these complimentary periods will be charged per minute at a fixed rate. This rate will be determined based on the hourly booking price applicable to the pickup location and the selected vehicle category, inclusive of VAT.
Deluxe Driven and its partners operate with a fixed Kilometre per hour rate. Any additional Kilometres beyond the allocated hourly rate will be charged separately as extras. The cost will be calculated based on the hourly booking rate applicable to the agreed pickup location, including the vehicle category rate and VAT.
The Customer may make payments using all major credit cards. Payment will be processed immediately upon completion of the booking, while any additional charges incurred during the journey will be debited within 24 to 48 hours after the trip concludes.
Invoices are sent to the user as soon as their journey is finished (only if no extras are added), including a review form that they can send back to us in email form or through our social media pages. Journeys, where the Customer has added extras, the invoice, and review form, will be sent within 24-48 hours after journey completion.
Any charges resulting from currency conversion or transactions involving different local accounts shall be borne by the Customer. Additionally, if Deluxe Driven detects any suspicious activity, the Customer may be required to present the credit card used for payment along with a valid form of identification.
For any booking exceeding £250.00, a 2% credit card processing fee will be applied, as charged by our credit card processing provider. No reimbursement will be issued if the booking falls under the following conditions: cancellation occurs outside the permitted grace period outlined in our cancellation policy; the customer misses their scheduled flight, train, ferry, or any other mode of transport; or if the customer is unreachable via the contact details provided, in accordance with our standard waiting time policy.
For airport pickups, a complimentary waiting time of 60 minutes is provided, while for non-airport pickups, the free waiting period is limited to 15 minutes. Any deviations from the originally planned route or additional stops made during the journey will incur extra charges.
For hourly bookings, extensions must be requested in advance, as approval is subject to the chauffeur’s availability and discretion. Any additional charges will be applied in accordance with the original booking details and our established terms and conditions.