Terms of service

Last updated: May 18, 2026

Terms & Conditions

1. Definitions

“VIP Transfers” refers to the private hire and chauffeur service provider operating under this name.

“Customer” / “Client” means the person making the booking or travelling within the vehicle.

“Booking” refers to any reservation made by phone, email, website form, messaging platform or other communication method.

“Booking Confirmation” means the written confirmation issued by VIP Transfers containing the agreed journey details.

“Service” means the transport service confirmed within the booking.

“Driver” refers to the chauffeur or driver assigned to the journey.

“Fare” means the total agreed price for the booking.

“Pick-Up Time” refers to the collection time confirmed within the booking confirmation.

“Pick-Up Location” refers to the address or meeting point confirmed for collection.

“No-Show” means a situation where the passenger fails to attend the agreed collection point within the included waiting period.

2. Booking Agreement

A booking becomes confirmed once VIP Transfers issues a booking confirmation to the client.

The booking confirmation represents the final agreed details of the journey, including dates, times, locations, passenger information and vehicle selection where applicable.

Clients are responsible for checking all details carefully upon receipt and must notify VIP Transfers immediately if any correction is required.

3. Accuracy of Booking Information

The customer is responsible for ensuring all information supplied during the booking process is correct and complete.

For airport transfers, clients must provide:

  • correct airport,
  • terminal,
  • arrival date,
  • arrival time,
  • and flight number where applicable.

For overnight or long-haul flights, the booking must be based on the actual airport arrival date, not the departure date of the flight.

VIP Transfers schedules journeys according to the pick-up date and time stated in the booking confirmation.

Any amendment to travel details must be requested directly through the office and is only considered valid once confirmed in writing.

4. Service Provision

VIP Transfers will provide the transport service as confirmed within the booking confirmation.

While every effort is made to maintain punctuality and service quality, we are not responsible for delays caused by:

  • traffic,
  • accidents,
  • weather conditions,
  • airport disruption,
  • road closures,
  • vehicle breakdowns outside reasonable control,
  • or other unforeseen operational circumstances.

Child seats may be available upon request but remain the responsibility of the accompanying adult to secure correctly.

5. Communications & Notifications

VIP Transfers may contact customers using phone calls, email or SMS regarding:

  • booking confirmations,
  • driver details,
  • reminders,
  • delays,
  • or service updates.

These communications are provided for convenience and operational purposes.

Customers are responsible for ensuring that contact details provided during booking are active and accessible on the day of travel.

6. Booking Amendments

Requests to amend a booking must be made directly through VIP Transfers and confirmed by our team.

Changes requested directly to the driver may not be accepted and do not automatically modify the booking agreement.

Although we will attempt to accommodate changes wherever possible, amendments cannot always be guaranteed once a driver has been assigned or dispatched.

7. Airport Transfers & Waiting Time

Airport collections are arranged according to the confirmed booking details.

Where flight monitoring is used, it is intended to assist the service but does not replace the confirmed booking time unless agreed otherwise.

For airport arrivals:

  • up to 60 minutes waiting time from actual landing time may be included,
  • airport parking charges may apply where necessary.

Additional waiting time beyond the included allowance may incur extra charges.

If the passenger cannot be contacted or fails to attend the agreed meeting point within the waiting period, the booking may be treated as a no-show.

In no-show situations where the driver has attended the confirmed collection point, the full fare remains payable.

8. Pricing, Payments & Cancellations

Payment may be required:

  • in advance,
  • upon completion of the journey,
  • or according to prior agreement.

Cancellation terms:

  • cancellations made more than 24 hours before collection are generally free of charge,
  • cancellations made within 24 hours of the scheduled journey may be charged in full.

Where a driver has already been dispatched or attended the collection point, the full booking amount may remain payable.

Additional charges may apply for:

  • waiting time,
  • tolls,
  • parking,
  • excessive cleaning,
  • or damage caused to the vehicle.

9. Passenger Responsibilities

Passengers must:

  • allow sufficient travel time,
  • provide accurate contact information,
  • notify VIP Transfers of delays or travel changes,
  • and behave respectfully towards drivers and vehicles.

VIP Transfers reserves the right to refuse service where passenger behaviour is abusive, unsafe, threatening or unlawful.

10. Luggage

Passengers are responsible for ensuring luggage quantities are suitable for the selected vehicle type.

VIP Transfers must be informed in advance of:

  • oversized luggage,
  • sports equipment,
  • wheelchairs,
  • or unusual transport requirements.

All personal belongings are carried at the owner’s risk.

11. Force Majeure

VIP Transfers shall not be held liable for delays, cancellations or service interruptions caused by circumstances beyond reasonable control, including:

  • severe weather,
  • natural disasters,
  • industrial action,
  • terrorism,
  • major traffic incidents,
  • airport operational failures,
  • or government restrictions.

12. Legal Compliance

VIP Transfers reserves the right to amend pricing, policies or operational procedures where required due to:

  • changes in legislation,
  • licensing conditions,
  • taxation,
  • fuel costs,
  • or regulatory requirements.

13. Complaints & Disputes

Any complaint relating to a booking or service should be submitted in writing within a reasonable timeframe after the journey.

We aim to resolve complaints fairly and professionally.

14. Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

15. Privacy & Data Protection

VIP Transfers processes customer information for:

  • booking management,
  • operational communication,
  • payment handling,
  • and customer support purposes.

All personal data is handled in accordance with:

  • UK GDPR,
  • the Data Protection Act 2018,
  • and applicable UK privacy laws.

Customer information will never be sold to third parties.

16. Website Usage & Cookies

Our website may use cookies and analytics technologies to:

  • improve user experience,
  • maintain website functionality,
  • and monitor website performance.

By using the website, users consent to the use of cookies unless disabled through browser settings.