| VIP Chelsea Ltd TERMS & CONDITIONS OF SERVICE Private Hire Vehicle Services TFL Licence No. 00000000 Contact: Info@VIPchelsea.com Tel: 020 7096 1844 IMPORTANT: These Terms & Conditions form part of the contract between you and VIP Chelsea Ltd. Please read them before making a booking. Important charges, cancellation terms and passenger responsibilities are set out below. Nothing in these Terms removes or limits any legal right or protection that cannot lawfully be excluded. 1. About Us VIP Chelsea Ltd (“we”, “us”, “our”) is a licensed Private Hire Operator regulated by Transport for London (TfL). We provide private hire vehicle services in accordance with the Private Hire Vehicles (London) Act 1998 and applicable TfL requirements. Contact: Bookings@vipchelsea.com | Tel: 020 7096 1844 2. The Contract When you make a booking with us, the contract for the booking and the provision of the journey is between you and VIP Chelsea Ltd. We accept responsibility for providing the booked transportation service. Your contract is not directly with the driver. Where we use a TfL-licensed third-party driver or operator to fulfil a booking, your contract remains with VIP Chelsea Ltd, and we remain responsible for the transportation service provided under that contract. 3. Bookings and Confirmation Bookings may be made by telephone, email, through our website, or by an approved mobile/device booking channel. A booking is subject to acceptance by our office. We may decline a booking where there is a legitimate operational, safety, licensing or capacity reason. After the booking is confirmed and any required payment has been received, we will provide a booking/journey acknowledgement. You should check all details immediately and tell us promptly if anything is incorrect. Once a driver has been allocated, we will provide journey details, including the driver’s first name, vehicle registration and relevant pick-up instructions, subject to applicable TfL requirements. Changes to a booking must be made through our office. A driver cannot independently accept a new booking or change the contractual booking on our behalf. 4. Airport and Flight Bookings For an airport arrival booking, provide your UK arrival date and time and the relevant flight details. Do not provide only the departure time when an arrival time is required. You are responsible for allowing sufficient time for your onward travel. As a general guide, we recommend allowing at least 2 hours between the planned airport arrival and your flight check-in time where applicable. We are not responsible for missed flights or other consequential losses caused by traffic, roadworks, accidents, severe weather, airport security or operational restrictions, strikes, vehicle breakdowns, or other circumstances beyond our reasonable control. If your flight is delayed, contact us or the allocated driver as soon as reasonably possible. For airport pick-ups, up to 60 minutes of waiting time from the actual landing time is included. After that, waiting time is charged at £20.00 per hour, calculated pro rata. If you do not make contact during the initial waiting period, we may reallocate the driver. The applicable fare may remain payable, subject to the circumstances and your legal rights. 5. Fares, Payments and Additional Charges Unless a fixed fare has been expressly confirmed in writing, a quoted fare is an estimate based on the information available when the booking is made. The final charge may be affected by the agreed route, additional stops, waiting time, vehicle requirements, tolls, parking and other chargeable services. Any fixed fare expressly confirmed by us will apply subject to the booking details remaining materially unchanged. Payment methods may include cash, credit/debit card and approved account arrangements. Any card processing fee will be disclosed to you before payment where applicable and will be applied only to the extent permitted by applicable law. Tolls, parking charges and other third-party charges are additional unless expressly included in the confirmed fare. A 50% holiday surcharge applies to bookings falling within the following periods, unless a different written arrangement is confirmed: 18:00 on 24 December to 23:59 on 26 December; and 18:00 on 31 December to 23:59 on 1 January. Other dates may also carry a surcharge, which will be confirmed at the time of booking. If the vehicle class selected is unavailable, we may provide a higher vehicle class at no additional charge. VAT will be charged where legally applicable. VAT invoices may be issued to approved account customers where applicable. 6. Waiting Time Airport pick-ups: the first 60 minutes after actual landing are included, after which waiting is charged at £20.00 per hour pro rata. All other journeys: where you are not ready within 5 minutes of the scheduled pick-up time, waiting is charged at £25.00 per hour pro rata. If you fail to appear and do not contact us, the journey may be treated as a no-show and the full fare may be charged, subject to applicable law. 7. Amendments and Cancellations 7.1 Amendments All amendments must be requested through our office, by email or telephone. A requested amendment is not effective until we confirm it. Please retain our written confirmation. 7.2 Customer Cancellations Notice received Cancellation charge 24 hours or more before the journey £10.00 or 15% of the fare, whichever is higher, subject to applicable law and the circumstances of the cancellation. Less than 24 hours before the journey The booked fare may be charged, subject to applicable law and any reduction in our loss or other circumstances that make a lower charge appropriate. No-show / driver already en route The booked fare may be charged, subject to applicable law and the circumstances of the booking. Cancellation requests are only treated as confirmed when we confirm them. If you do not receive confirmation, please contact our 24-hour line on 01934 744171. Where a cancellation charge is applied, we will take account of applicable consumer law and whether we have been able to reduce our loss, including by reallocating the vehicle. Nothing in these Terms requires payment of a charge that is unlawful or unfair. If you choose alternative transport without waiting for your allocated driver, a refund is not automatically due; the outcome will depend on the circumstances of the booking and applicable law. 8. Vehicle Capacity, Luggage and Child Seats You must ensure that the vehicle class booked is suitable for the number of passengers and the amount and type of luggage. Ask us before booking if you are unsure. Standard luggage is included where it can safely be accommodated. Oversized, unusually heavy or excessive luggage may be refused or may incur an additional charge if agreed. Child/baby seats are not provided as standard. If required, they must be requested when booking and are subject to availability and confirmation. Hazardous, flammable, illegal or offensive items must not be carried. 9. Third-Party Drivers and Operators We aim to use our own fleet where available. We may engage trusted TfL-licensed third-party drivers or operators to fulfil a booking. Where this occurs, the booking remains with VIP Chelsea Ltd and we remain responsible for the transportation service under the contract with you. 10. Passenger Responsibilities and Conduct Provide accurate pick-up, destination, passenger, contact and flight information and promptly tell us about any material change. Be ready at the agreed pick-up location at the agreed time and follow reasonable pick-up instructions. All passengers must wear seatbelts where fitted and comply with applicable safety requirements. Smoking and vaping are prohibited in our vehicles. Consumption of alcohol or illegal substances is prohibited. Pets are not permitted except registered assistance dogs and any other animals that must legally be accommodated. We may refuse or terminate carriage where a passenger is intoxicated, abusive, threatening, violent or otherwise presents a safety risk, subject to applicable law. Children under 16 must not travel alone. Passengers aged 16-17 may travel alone where permitted, and we may request appropriate identification or confirmation of parental/guardian consent. You are responsible for reasonable costs arising from damage, excessive cleaning or other loss caused by you or a member of your party, except to the extent caused by our negligence or otherwise not lawfully recoverable. We recommend that passengers arrange appropriate travel insurance where relevant. 11. Lost Property Property left in a vehicle will normally be retained for up to 3 months from the date it is reported or found. A storage charge of £5.00 per night may apply where property is held for collection. If you request delivery, the delivery charge will be based on our standard applicable fare or the cost reasonably incurred. Unclaimed property after 3 months may be donated, recycled or securely disposed of, subject to applicable law. We are not responsible for loss of or damage to property unless caused by our negligence or where liability cannot lawfully be excluded. 12. Delays, Service Disruption and Liability We will provide the service with reasonable care and skill and in accordance with our legal obligations. We are not responsible for delays or losses caused by matters outside our reasonable control, including traffic, roadworks, accidents, severe weather, airport security restrictions, strikes, road closures, government restrictions or other unforeseen events. Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Subject to the preceding paragraph and applicable law, our liability for a claim arising directly from a particular journey will not exceed the amount paid for that journey, except where a different limit is required by law. We are not liable for indirect or consequential losses such as loss of earnings, business or profit to the extent that such loss may lawfully be excluded. 13. Complaints If you have a complaint about a booking or journey, please contact us as soon as reasonably possible at Complaints@vipchelsea.com or on 020 7096 1844, providing the booking reference and relevant details. We will review the complaint and respond within a reasonable period. 14. Data Protection and Privacy We process personal information in accordance with the UK GDPR, the Data Protection Act 2018 and our separate Privacy Policy. Booking records are retained for 12 months where required for TfL compliance, subject to applicable data-protection and legal requirements. Calls may be recorded for training, quality assurance, security and compliance purposes. Further information is available in our Privacy Policy. 15. Governing Law and Jurisdiction These Terms are governed by the laws of England and Wales. Subject to any mandatory consumer rights concerning where proceedings may be brought, the courts of England and Wales shall have jurisdiction over disputes arising from these Terms or a booking. 16. Changes to These Terms We may update these Terms from time to time, including where necessary to reflect changes in law, regulation, licensing requirements or our services. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law or agreed with you. 17. Acceptance By making a booking with VIP Chelsea Ltd, you confirm that you have had an opportunity to read these Terms and agree to them. If you are booking on behalf of another passenger or group, you should ensure that the relevant passengers are made aware of these Terms. Nothing in these Terms affects any statutory rights you may have as a consumer or otherwise. VIP Chelsea Ltd TFL Licence No. 00000000 Info@vipchelsea.com 020 7096 1844 |