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Terms & Conditions

Terms and Conditions

Welcome to Lux PHV. All bookings and services provided by Lux PHV are subject to the terms and conditions outlined below. By placing a reservation through our website, mobile application, email, or telephone lines, you explicitly agree to be legally bound by these Terms and Conditions. You also affirm that you are legally capable of entering into binding contracts and are at least 18 years of age. We reserve the right to amend, update, or revise these Terms at any time without prior notice. Any modifications will become effective immediately upon being posted to this page.

1. General Booking & Vehicle Allocation

  • Advance Bookings: We recommend booking your journeys at least 24 hours in advance to guarantee vehicle availability. Last-minute requests are strictly subject to fleet capacity. If an online reservation cannot be fulfilled due to vehicle unavailability, we will cancel the booking and issue a full refund immediately.

  • Accuracy of Information: Clients must ensure all reservation details—including pickup times, flight numbers, and dates—are entirely accurate and provided in UK time zones. Lux PHV is not responsible for errors resulting from foreign airport time zones listed on travel itineraries.

  • Unconfirmed Bookings: If the information provided during the booking process is insufficient, we will attempt to contact you for clarification. If we cannot establish contact, the booking will remain unconfirmed and may be canceled.

  • Alternative Transport: No refunds will be issued to passengers who choose not to wait for their allocated chauffeur and secure alternative transportation without prior written authorization from our office.

2. Punctuality & Force Majeure Liability

  • Travel Planning: Clients are responsible for ensuring that their airport transfers are booked in accordance with the check-in guidelines stipulated by their respective airlines.

  • Exclusion of Liability: While Lux PHV makes every effort to ensure immaculate punctuality, we accept no responsibility or liability for missed flights, trains, cruise departures, or subsequent financial losses due to circumstances beyond our reasonable control. These include, but are not limited to:

    • Extreme traffic congestion, road closures, or accidents.

    • Adverse weather conditions and natural disasters.

    • Server, IT, application, or GPS dispatch system failures.

    • Strikes, industrial actions, or local authority restrictions.

  • Travel Insurance: We strongly advise all clients to maintain comprehensive travel insurance to safeguard against unexpected delays and trip disruptions.

3. Flight Tracking & Waiting Time Policy

  • Real-Time Tracking: We monitor all flight arrivals in real time. If your flight arrives early or is subject to delays, your chauffeur’s arrival time will be adjusted automatically at no extra cost. Clients must notify us immediately of any severe flight schedule changes or cancellations.

  • Airport Pickup Waiting Times:

    • Standard Flight Tracking: Your booking includes 60 minutes of complimentary waiting time starting from the actual landing time of your aircraft.

    • Requested Pickup Times: If you specify a delayed pickup time (e.g., 1 hour after landing), the complimentary waiting time is reduced to 20 minutes from your chosen time.

    • Overtime Charges: Waiting time exceeding the complimentary window will be billed at a rate of £45 per hour, pro rata, regardless of the reason (including customs, immigration, or baggage delays).

  • Non-Airport Pickups: For all non-airport addresses, a 10-minute complimentary waiting window is provided. Beyond this, waiting time is billed at £45 per hour, pro rata.

  • No-Show Policy: It is vital that the contact number provided during booking is active and reachable. If our chauffeur cannot establish contact with the passenger within the designated waiting periods, the journey will be marked as a “No-Show,” the chauffeur will be released, and no refund will be issued.

4. Pricing, Surcharges & Payment Policy

  • All-Inclusive Fares: Online quotes are calculated based on distance, duration, vehicle class, and passenger count. Published rates include all applicable tolls and congestion charges under normal operating conditions.

  • Route Diversions: Quoted rates are flat fees for direct journeys. Any client-requested diversions, additional drop-offs, or mid-journey pickups will incur supplementary charges based on the extra distance and time.

  • Peak & Holiday Surcharges: A 50% surcharge applies to bookings made for peak holiday periods, notably from December 24th (18:00) through December 26th (23:59), and December 31st (18:00) through January 1st (23:59). Surcharges may also apply during major regional events, matches, festivals, or bank holidays.

  • Card Transactions: We accept most major credit and debit cards. No processing fees apply to cards registered within the UK or European Economic Area (EEA). All non-EEA international cards and corporate cards are subject to a 5% transaction surcharge.

  • Cash Journeys: For cash-based bookings exceeding 10 miles, chauffeurs reserve the right to request payment upfront before embarking on the journey.

5. Amendments & Cancellations

All amendments or cancellations must be processed directly with our office via email or phone. Chauffeurs are not authorized to accept booking changes or cancellations.

Cancellation Policy

  • More than 48 hours prior to pickup: Full refund issued.

  • Between 12 and 48 hours prior to pickup: An administrative cancellation fee of 20% applies.

  • Within 12 hours of pickup (or post-pickup time): No refund will be issued.

Amendment Policy

  • More than 48 hours prior to pickup: No amendment fees.

  • Between 12 and 48 hours prior to pickup: An amendment fee of 20% applies to changes in dates or times.

  • Within 12 hours of pickup: No late modifications can be accepted once a chauffeur and vehicle have been formally dispatched.

6. Premium Chauffeur Escort Service (Optional)

Clients may opt for our premium Check-In Assistance Service for an additional fee of £40.

  • Rather than a standard curbside drop-off, the chauffeur will park the executive vehicle and escort the passenger along with their luggage trolley directly into the main departure lounge.

  • The chauffeur will remain with the passenger until they safely reach the designated airline check-in desk. This service is ideal for first-time travelers, elderly passengers, or young students.

7. Luggage Capacity & Terms of Carriage

  • Standard Allowances: Standard luggage capacities assume 1 check-in suitcase (approx. 80x45x25cm, 15-20kg) and 1 piece of hand luggage per passenger.

  • Excess Luggage: If you are traveling with large, heavy, or excessive baggage, it is imperative to book a suitable vehicle size (such as our Business XL class). Our chauffeurs reserve the right to refuse transport if excess luggage compromises the safety and legal weight restrictions of the vehicle.

  • Luggage Liability: Chauffeurs will assist with handling bags, but passengers remain ultimately responsible for their own property during loading and unloading. Lux PHV accepts no liability for damaged or misplaced luggage.

  • Child Safety Seats: Child and infant seats are subject to availability and must be requested during booking. In compliance with carriage rules, parents or guardians are solely responsible for securely fitting the child seat inside the vehicle; chauffeurs are legally restricted from doing so.

  • Vehicle Refueling: On rare occasions involving long-distance travel, a chauffeur may need to pause briefly for fuel. Lux PHV is under no obligation to compensate for minor time differences resulting from this.

8. Fleet Integrity & Conduct

    • Vehicle Damage & Soiling: If a passenger damages, soils, or stains a vehicle, the booking client will be billed in full for professional valet restoration, physical repairs, and financial compensation for the time the vehicle is withdrawn from service.

    • Left Property: Any personal items left behind in our vehicles are left entirely at the passenger’s own risk. While we make every effort to return lost property, Lux PHV assumes no legal liability for forgotten items.

    • Subcontracting: To guarantee a seamless experience during periods of exceptional demand, we reserve the right to utilize the services of vetted, premium partner networks that match our high standards of service.

9. Legal Compliance & Re-Booking Regulations

      • Illegal Direct Bookings: In strict accordance with private hire legislation, all return or subsequent journeys must be booked directly through the Lux PHV office, website, or official lines.

      • Insurance Voidance: Booking directly with a chauffeur is illegal, bypasses local licensing laws, and completely voids the vehicle’s commercial hire insurance. Lux PHV accepts zero responsibility for journeys arranged outside our official system.

10. Additional Corporate Account Terms

      • The following clauses apply exclusively to approved Corporate Account customers:

        • Payment Windows: All corporate invoices must be settled in full within 10 working days from the invoice print date. Overdue balances will trigger the immediate maturity of all outstanding invoices.

        • Credit Controls: Lux PHV reserves the right to impose credit limits on corporate accounts at our absolute discretion. We may suspend service provision if these predefined limits are exceeded.

        • Account Security: Corporate clients will receive a secure account number that must be validated during booking. Lux PHV holds no liability for unauthorized bookings made by internal staff using your corporate credentials.

        • Dispute Notification: Any operational or billing disputes must be formally reported to Lux PHV in writing within 15 working days of the journey occurrence.

        • Governing Law: These Terms and Conditions and all corporate account agreements are governed exclusively by the laws of England and Wales, and both parties submit to the sole jurisdiction of its courts.