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Terms & Conditions

Last updated: 7 November 2026

These Terms & Conditions apply to every chauffeur and private hire service provided by Luxy. Please read them carefully before you book. When we confirm your booking, a contract is formed on these terms.

1. Who we are

Luxy is a trading name of TWODOR LTD, a private limited company registered in England and Wales.

  • Company number: 12391438
  • Registered office: 15-17 High Street, Elstree, Hertfordshire, WD6 3BY
  • VAT number: 467380857
  • Private Hire Operator Licence number: 387, issued by [licensing authority to be confirmed]
  • Telephone and WhatsApp: +44 7777 488483
  • Email: enquire@luxychauffeurs.co.uk

2. Definitions

  • "We", "us", "Luxy" means TWODOR LTD trading as Luxy.
  • "Client" means the person or organisation making the booking and responsible for payment.
  • "Passenger" means any person travelling under a booking.
  • "Booking" means a journey or hire we have confirmed in writing.
  • "Chauffeur" means the licensed private hire driver assigned to your booking.
  • "Vehicle" means the licensed private hire vehicle provided for your booking.

3. Our services

We provide pre-booked chauffeur services, including:

  • Airport Transfers to and from all London airports, including RAF Northolt, and other airports on request.
  • Executive Transfer: a single direct journey from one address to another at a fixed price.
  • Chauffeur as Directed: hourly hire with a minimum of four hours, or full-day hire of ten hours.
  • Events & Special Occasions: hourly hire with a minimum of four hours.
  • Corporate & Executive Travel, arranged by agreement.
  • Heathrow VIP services (VIP Meet & Greet and the Windsor Suite). These are provided by third-party airport operators, are subject to availability, and are also governed by the operator's own terms.
  • Vehicles on request, including the Rolls-Royce Cullinan, the Mercedes-Benz Senzatti/ Jet Class and the Mercedes Sprinter. These are subject to availability and bespoke pricing.
  • Additional services, such as close protection and personal shopper or stylist, are charged at the daily rate stated at the time of booking.

4. Private hire licensing

We operate under a Private Hire Operator Licence, as required by the Local Government (Miscellaneous Provisions) Act 1976 or, in London, the Private Hire Vehicles (London) Act 1998. Every chauffeur and vehicle we use is licensed for private hire. Our services must be booked in advance through us. Chauffeurs cannot accept bookings, or passengers, directly on the street. We keep a record of every booking as our licence requires.

5. Quotes and bookings

  • A quote request or enquiry made on our website, by phone, email or WhatsApp is not a booking.
  • Quotes are valid for [quote validity to be confirmed] unless the quote states otherwise. Prices are based on the details you give us: journey, timings, passengers, luggage and stops.
  • A booking is only confirmed when we send you written confirmation. Please check it carefully and tell us straight away if anything is wrong.
  • When you book on behalf of others, you confirm that you have their authority and that they accept these terms.
  • You must be 18 or over and legally able to enter into a binding contract to make a booking.
  • To receive a quote or booking you must give us your full name, contact number and email address.
  • Bookings with less than [minimum notice to be confirmed] notice should be made by phone, and are accepted subject to availability.
  • All bookings are subject to availability and our acceptance. We may decline or cancel a booking, and will tell you by email, phone or message if we do.
  • Your contract is with TWODOR LTD. Our chauffeurs cannot take bookings or payments; all payments are made to us directly.
  • If a price is shown or quoted in error, we may correct it before or after confirmation. You can then pay the corrected price or cancel for a full refund.

6. Prices and payment

  • Where a price is shown as "+ 20% VAT", VAT at 20% is added on top of the price.
  • Hourly hire is charged from the booked start time until the booked finish time. Time beyond the booked period is charged at the extra-hour rate stated in your quote, in full hours.
  • Unless your quote says they are included, the following may be added: waiting time, parking charges, airport drop-off and pick-up charges, the Congestion Charge, ULEZ charges, tolls, and additional stops or route changes requested during the journey.
  • Deposit and payment terms: [to be confirmed]. Accepted payment methods: [to be confirmed].
  • All prices are in pounds sterling (GBP).
  • Night-time surcharge (between [hours to be confirmed]): [to be confirmed]. Public and bank holiday surcharge, including Christmas and New Year: [to be confirmed]. Where both apply, only the higher surcharge is charged.
  • Additional stops on the way to pick up another passenger or an item: [charge to be confirmed] per stop.
  • The card used at booking may be charged for agreed additional charges, such as extra waiting time, parking, extra hours and stops. Payments must be authorised by the named cardholder.
  • Rates may change before a booking is confirmed. A confirmed price will not change unless the journey details change.

6A. Corporate accounts

  • Corporate account bookings must quote the account name or reference. Any booking made using the account reference is treated as authorised by the account holder.
  • Account services are invoiced [monthly, or as agreed in writing] and payable by bank transfer within [payment period to be confirmed] of the invoice date.
  • We may charge statutory interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998, and may set a credit limit for any account.
  • Any dispute about an invoice must be raised in writing within 14 days of receiving it. When an account closes, all outstanding charges become payable.

6B. Return journeys and events

  • Return journeys on the same day may be charged waiting time if the gap is short or the journey is outside London: [terms to be confirmed]. Longer gaps may be covered by a different chauffeur.
  • Journeys to or from major sporting, racing and concert events (for example Wimbledon, Ascot, Twickenham, Wembley and the O2) may carry waiting time from drop-off to collection, event parking charges and extra cancellation notice. Please discuss your plans with us when booking.

7. Airport collections and waiting time

  • For airport collections, please give us your flight number. We monitor flight arrival times and adjust the collection time to match.
  • Free waiting time, which may differ between airport arrivals, private aviation terminals (FBOs) and other collections: [to be confirmed]. Waiting time after that is charged at [rate to be confirmed].
  • Please keep your phone switched on so your chauffeur can contact you. If you are delayed at passport control or baggage reclaim, let us know as soon as you can.

8. Changes, cancellations and no-shows

  • Please ask for any change to a booking as early as possible. We will try to accommodate it, but changes may affect the price and depend on availability.
  • Cancellation charges: [cancellation windows and charges to be confirmed].
  • If a passenger does not arrive within the waiting period and cannot be contacted, the booking will be treated as a no-show and charged in full.
  • Bookings for more than one vehicle, multi-day hire, weddings, and journeys outside London may require longer notice and carry higher cancellation charges: [to be confirmed].
  • Amendments made shortly before the booked time may be charged: [to be confirmed]. If you cancel after the hire has started, the full fare is payable.
  • Where a booking needs excessive administration (for example repeated amendments), we may charge a reasonable administration fee: [to be confirmed]. Fees are never charged twice for the same cancellation.
  • Heathrow VIP services and vehicles on request may carry stricter cancellation terms, which will be stated in your quote.
  • If we must cancel a booking, we will offer an alternative or a full refund of any money you have paid for that booking.

9. Your statutory rights

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation period does not apply to passenger transport services booked for a specific date or period. Cancellations are therefore governed by section 8.

10. Passengers, luggage and conduct

  • Saloons and the SUV carry up to 3 passengers and 2 pieces of luggage. MPVs carry up to 7 passengers and 5 pieces of luggage, or up to 6 passengers and 4 pieces of luggage in the Senzatti/ Jet Class. We cannot carry more passengers than the vehicle is licensed and insured for. Larger groups need an MPV or more than one vehicle.
  • Seat belts must be worn by every passenger, as the law requires.
  • Children must travel in a suitable child seat where the law requires it. Please request child seats when you book. We will always try to supply them; charges for child seats: [to be confirmed]. If you bring your own seat, you are responsible for fitting and removing it safely.
  • A reasonable amount of luggage is carried. Your chauffeur may refuse luggage that is too heavy or bulky to carry safely, or more than the vehicle can hold.
  • Luggage storage: All suitcases and other luggage must be placed in the designated luggage compartment and safely secured before departure. Luggage must not be placed on passenger seats or carried loose in the passenger compartment, as unsecured items can cause serious injury in the event of sudden braking or an accident. Passengers must follow the chauffeur's instructions on safe loading and storage. We may refuse to start or continue a journey until luggage is safely stowed.
    • Injury and insurance claims: Unsecured luggage can become a dangerous projectile during sudden braking or a collision. If a passenger knowingly disregards safe-storage instructions and unsecured luggage causes or contributes to their injuries, an insurer may argue that the passenger was partly responsible (contributory negligence). This does not automatically invalidate insurance, but compensation may be reduced if contributory negligence is established, depending on the circumstances and applicable law. Nothing in this clause excludes or limits our liability for death or personal injury caused by our negligence, or affects passengers' statutory rights.
  • Unless you ask for a particular route when booking, your chauffeur will choose the best and most convenient route, which is not always the shortest.
  • Smoking and vaping are prohibited in all our vehicles, as required by the Health Act 2006.
  • Animals may be carried only by prior written agreement, and extra charges may apply. Assistance dogs are always carried at no extra charge, in line with the Equality Act 2010.
  • Your chauffeur may refuse to start, or may end, a journey if a passenger is abusive, violent, behaves illegally, is too intoxicated to travel safely, or puts the chauffeur, the vehicle or other road users at risk. In that case the full fare remains payable.
  • Cleaning or repair charges apply if a vehicle is soiled or damaged by a passenger: [charge to be confirmed], or the actual cost of repair.
  • Your chauffeur will follow the law at all times and will not exceed speed limits or drive unsafely, whatever the circumstances.

11. Vehicles

We will provide the vehicle you booked wherever possible. If it becomes unavailable, for example because of a breakdown or accident, we may provide a vehicle of the same or a higher class. If we can only offer a lower class, we will tell you first and adjust the price. We guarantee the vehicle class, not a particular make, specification or colour. We may use carefully selected, licensed partner operators and vehicles, as private hire law permits; you will always be told if your booking is sub-contracted.

If a vehicle breaks down or is in an accident, we will do our best to complete your journey with another vehicle, but we cannot guarantee on-time arrival.

12. Delays and events beyond our control

We plan journeys carefully, allowing for typical traffic. We are not responsible for delays or failures caused by events beyond our reasonable control. These include severe traffic, accidents, road closures, extreme weather, police or security action, strikes and airport disruption. Please allow enough time for flights, trains and important appointments.

13. Liability

  • Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit or exclude.
  • We are not liable for indirect or consequential loss, including missed flights, connections, meetings or events, where the cause is beyond our reasonable control or you did not allow enough time.
  • Passengers are responsible for their own belongings. Please check the vehicle before leaving it. Lost property found in our vehicles is kept for [period to be confirmed] and can be returned on request, at the owner's cost.

13A. Respect for our team

We have a zero-tolerance policy towards harassment, discrimination, abuse or threats, spoken or written, against our chauffeurs and staff. We may end a journey or cancel future bookings immediately if this happens. Any refund will be limited to services not yet provided.

13B. Fraud prevention

We may carry out security checks and may refuse or cancel a booking without notice if we reasonably suspect fraud. This includes cases where you cannot confirm the itinerary, passenger or cardholder details, a payment is disputed as unauthorised, there have been previous chargebacks, or booking details are inconsistent. We may report suspected fraud to the relevant authorities.

14. Complaints

Where possible, please raise any concern with your chauffeur or with us during the journey so we can put it right straight away. Otherwise, please contact us at enquire@luxychauffeurs.co.uk or on +44 7777 488483, giving your booking reference. We will acknowledge your complaint promptly and aim to respond in full within 14 days. If you are still not satisfied, you may contact the licensing authority that issued our operator licence.

15. Privacy

We will never sell your personal information. We use it to manage your booking and as described in our Privacy Policy and Cookie Policy, in line with UK GDPR and the Data Protection Act 2018.

16. General

  • We may update these terms from time to time. The version in force when your booking is confirmed applies to that booking.
  • If any part of these terms is found to be invalid, the rest remain in effect.
  • These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.