Terms & Conditions
Last updated: 22 April 2025
Company / We / Us / Our – ERS Chauffeurs Ltd, a private‑hire operator registered in England and Wales.
Client / You / Passenger – Any individual, business, or authorised representative who books, pays for, or travels in a vehicle supplied by the Company.
Service – Chauffeur‑driven vehicle hire for point‑to‑point transfers, “as directed” hourly hire, special events, tours, or any supplementary assistance agreed in writing.
Vehicle – Any car, multi‑purpose vehicle, minibus, or luxury coach supplied by the Company.
Driver – The licensed chauffeur assigned by the Company to operate the Vehicle for the Service.
Definitions
- How to reserve – We accept reservations around the clock by telephone, e‑mail, WhatsApp Business, or the online form on our website.
- Information we require – A reservation remains provisional until we receive:
Your full name and a working mobile number and e‑mail address;
The exact collection date and time, complete pick‑up address, and final destination;
Any relevant flight or train reference and approximate luggage volume;
Details of special needs such as child seats, wheelchair access, extra stops, or multi‑lingual drivers;
Payment or approved corporate purchase order where advance payment is required.
- Confirmation – Once the above details and any necessary payment have been received, we issue a confirmation e‑mail bearing a unique reference number. The particulars in that document form the binding contract.
Making and Confirming a Booking
More than twenty‑four hours before the confirmed pick‑up time – free reschedule or full refund.
Between twenty‑four and twelve hours – reschedule subject to an administration fee; cancellation refunded at one‑half of the agreed fare.
Less than twelve hours – full fare payable; changes accepted only at the Driver’s discretion and charged at the prevailing time‑and‑distance rates.
No‑show – if the Passenger fails to appear within the complimentary waiting period and makes no contact, the journey is deemed fulfilled and the full fare is retained.
All modifications remain subject to Vehicle and Driver availability. Additional mileage, detours, or waiting requested on the day are charged in accordance with Section Six.
Amendments, Cancellations, and No‑Shows
Quotations – All quotations are issued in pounds sterling, remain valid for fourteen days, and assume the route, distance, and waiting time provided at quotation.
What your fare includes – Door‑to‑door travel, a professional licensed chauffeur, fuel, standard commercial insurance, and a complimentary waiting period (longer for airport collections).
Chargeable extras – Additional waiting, unplanned stops, parking, road‑use charges, services begun during the night‑time window, and travel on United Kingdom public holidays attract surcharges at our current schedule of rates.
Ways to pay – We accept major debit and credit cards through a secure gateway, bank transfer in pounds sterling, cash to the Driver at journey commencement, and approved corporate credit accounts with standard month‑end settlement terms.
Security deposits – Large events such as weddings, proms, or extended tours may require a refundable deposit against overtime or damage.
Prices and Payment
Seat belts must be worn at all times.
Smoking, vaping, open alcohol, illicit substances, and food liable to stain are prohibited.
Pets travel only by prior agreement and must remain in an appropriate carrier; assistance dogs are always welcome.
The Passenger count must never exceed the Vehicle’s licensed capacity.
Clients are responsible for any loss or damage arising from their own or their party’s actions, however accidental.
Vehicle Use and Passenger Conduct
- Airport arrivals – complimentary waiting extends for sixty minutes from the actual time of landing.
- Rail terminals and cruise ports – complimentary waiting extends for thirty minutes from the scheduled arrival time.
- Private addresses, hotels, and offices – complimentary waiting extends for fifteen minutes from the booked collection time.
- Time beyond these windows and all overtime on pre‑booked blocks are invoiced in quarter‑hour increments at the Company’s prevailing hourly rate.
Waiting Time and Overtime
We monitor flights and traffic in real time yet cannot be held responsible for delays caused by circumstances beyond our reasonable control, including but not limited to severe weather, road closures, accidents, industrial action, or acts of God. Should such circumstances arise, we will inform you as soon as practicable, but our liability shall not exceed the amount already paid for the affected booking. Consequential losses, such as missed flights or accommodation costs, remain the Client’s responsibility.
Delays, Force Majeure, and Liability
All Vehicles carry comprehensive hire‑and‑reward insurance that meets United Kingdom private‑hire regulations. Personal luggage and valuables are transported entirely at the Client’s risk; we strongly recommend suitable travel insurance.
Insurance
Items left in a Vehicle are recorded and stored securely for a period of fourteen calendar days. You may collect such items from our Heathrow office by appointment or request postal return at your own expense plus a small handling charge. Unclaimed belongings are donated to charity or disposed of responsibly after the holding period.
Lost Property
Infant seats units are available without charge when requested at least one working day in advance. Parents or guardians must install and verify the seat themselves under the Driver’s supervision. Wheelchair‑accessible vehicles can be supplied subject to availability.
Child Seats and Accessibility
Please submit any complaint in writing to info@erschauffeurs.com within seven days of travel, quoting your booking reference and full particulars. We aim to acknowledge within two working days and respond fully within fourteen. These Terms are governed by English law and any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Complaints and Dispute Resolution
ERS Chauffeurs Ltd may revise these Terms from time to time. Substantial changes will be posted on our website and e‑mailed to account holders at least fourteen days before they take effect. Continued use of our Service after such notice constitutes acceptance of the updated Terms.
Amendments
By placing a booking with ERS Chauffeurs Ltd, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.
Acceptance of Terms