Reservations and Cancellations: All reservations must be made at least 24 hours in advance. Cancellations made within 24 hours of the scheduled pick-up time will be charged the full fare.
Payment: Payment is due at the time of reservation. We accept major credit cards and cash.
Pick-up and Drop-off: The driver will arrive at the designated pick-up location at the scheduled time. The client is responsible for any additional wait time or deviation from the agreed upon route. The driver will drop off the client at the designated drop-off location.
Behaviour: The client is expected to behave in a respectful manner towards the driver and the vehicle. Any destructive or abusive behaviour will result in termination of the ride and the client will be responsible for any damages.
Liability: HeyLux Chauffeur will not be liable for any damage to or loss of personal property. Additionally, HeyLux chauffeur will not be liable for any delay or failure to perform its obligations under these terms and conditions if such delay or failure is caused by an event beyond its reasonable control, including but not limited to acts of God, war, civil disorder, industrial disputes, extreme weather conditions, and acts of terrorism.
Insurance: HeyLux Chauffeur is a fully insured and licensed company, but the company is not responsible for the passenger's insurance, the passenger is responsible for their own insurance and the passengers have no right to claim from HeyLux Chauffeur LTD for any kind of accidental damage.
Smoking and Pets: Smoking and pets are not allowed in the vehicle. If there is evidence of smoking or pet hair, a cleaning fee will be charged to the client.
Cleanliness: The client is responsible for leaving the vehicle in the same condition as it was received. If the vehicle is returned in an excessively dirty or damaged condition, the client will be charged a cleaning or repair fee.
Special requests: Any special requests (such as child seats, etc.) must be made at the time of reservation. HeyLux chauffeur will make every effort to accommodate requests but cannot guarantee availability.
Gratuity: Gratuity is not included in the fare and is left to the discretion of the client.
Minimum Fare: HeyLux Chauffeur reserves the right to impose a minimum fare for certain service, such as airport pick-up or drop-off, etc.
Service Area: Services will be provided only within certain area, you can check the service area on our website, if the client's pick-up or drop-off location is outside of that area, additional fees may apply.
Wait time: If the client requests the driver to wait for them, additional charges may apply for each hour of wait time, beyond the scheduled pickup time.
Cancellation Policy: If a reservation is cancelled less than 24 hours before the scheduled pick-up time, the client will be charged the full fare. For cancellation made more than 24 hours before the scheduled pick-up time, no charge will be applied.
Waiting Time Charge: If the client is not ready for the scheduled pick-up time, the driver will wait for 15 minutes without any additional charge. After the first 15 minutes, the client will be charged a waiting time fee for each additional 15 minutes or fraction thereof, as per our rate card mentioned on our website.
Late Arrival Charge: If the client is not ready for the scheduled pick-up time and the driver has to wait more than 45 minutes, the service will be considered as a no-show and the client will be charged the full fare.
No-Show Policy: If the client does not show up for the scheduled pick-up time and does not provide any prior notice of cancellation, the service will be considered as a no-show and the client will be charged the full fare.
Changes to Terms and Conditions: HeyLux chauffeur reserves the right to change these terms and conditions at any time. The client's continued use of the service following any change in these terms and conditions constitutes acceptance of the new terms and conditions.
Airport Pick-ups: For airport pick-ups, the driver will wait for 60 minutes free of charge after the flight lands, for any delay or flight change. After the first 60 minutes, the client will be charged a waiting time fee for each additional 15 minutes or fraction thereof, as per our rate card mentioned on our website.
Non-airport Pick-ups: For non-airport pick-ups, the driver will wait for 15 minutes free of charge after the scheduled pick-up time. After the first 15 minutes, the client will be charged a waiting time fee for each additional 15 minutes or fraction thereof, as per our rate card mentioned on our website.
Flight Information: The client is responsible for providing accurate flight information, including flight number and arrival time, at the time of reservation. If the flight information is not provided or is inaccurate, and the driver is not able to locate the client, the service will be considered as a no-show and the client will be charged the full fare.
Meet and Greet Service: If the client requests meet and greet service, an additional fee may apply. This service includes the driver meeting the client inside the airport terminal with a name board.
Force Majeure: HeyLux chauffeur shall not be liable for any delay or failure in performance caused by or resulting from acts of God, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures, or any other causes beyond the reasonable control of HeyLux chauffeur.
Traffic Delays: HeyLux chauffeur will make every effort to arrive on time but cannot be held responsible for delays caused by traffic, road closures, or other unforeseen circumstances.
Weather-Related Delays: HeyLux chauffeur will make every effort to arrive on time but cannot be held responsible for delays caused by severe weather conditions or natural disasters.
Late Arrival: In the event of a delay, the driver will contact the client to inform them of the delay and estimated arrival time. If the delay causes the driver to arrive more than 45 minutes late, the client may cancel the reservation without penalty.
Late Arrival or Drop-off: HeyLux chauffeur will make every effort to arrive and drop-off on time but cannot be held responsible for delays caused by traffic, road closures, or other unforeseen circumstances. In the event of a delay, the driver will contact the client to inform them of the delay and estimated arrival time.
No Compensation: If the driver arrives or drops-off late due to unforeseen circumstances, HeyLux chauffeur will not be liable to provide any compensation to the client.
Refunds: If the service was provided with a delay of more than 1 hour, the client may be eligible for a refund of a proportionate amount of the fare, based on the delay time. This will be evaluated on a case by case basis and at the discretion of HeyLux chauffeur
Jurisdiction: These terms and conditions are governed by and construed in accordance with the laws of the United Kingdom. Any disputes arising out of or in connection with these terms and conditions or their subject matter or formation (including non-contractual disputes) shall be subject to the non-exclusive jurisdiction of the courts of the United Kingdom.
Complaints: If the client has any complaints regarding the service provided by HeyLux chauffeur, they should contact us as soon as possible. We will make every effort to resolve any issues as quickly as possible.
Review Process: We will review all complaints within 7 days of receiving them. We will contact the client to acknowledge receipt of the complaint and to inform them of the outcome of the review.
Resolution: We will make every effort to resolve complaints to the satisfaction of the client. In the event that a complaint cannot be resolved to the client's satisfaction, we will provide the client with a written explanation of the reasons for our decision.
Feedback: We value feedback from our clients and welcome suggestions for improvement. We will use feedback to improve our service and ensure that we are meeting the needs of our clients.
Vehicle Availability: HeyLux Chauffeur makes every effort to ensure that the requested vehicle is available for the client's reservation. However, in some unforeseen circumstances, the requested vehicle may not be available.
Vehicle Substitution: In the event that the requested vehicle is not available, HeyLux chauffeur reserves the right to substitute a similar or different vehicle. The substituted vehicle will be of similar or higher class and quality as the requested vehicle.
Notification: HeyLux chauffeur will notify the client in advance if a substitution is necessary and will provide the client with the details of the substituted vehicle.
No Extra Charge: If a substitution is made, there will be no extra charge for the client.
Short Notice Bookings: If the client requests to extend their booking in short notice, HeyLux chauffeur reserves the right to charge an additional fee or refuse the service.
Definition of Short Notice: Short notice is defined as any request to extend a booking made less than 24 hours before the original pickup time.
Additional Charge: The additional charge for short notice bookings will be determined on a case by case basis and will be communicated to the client prior to the extension of the booking.
Refusal of Service: HeyLux chauffeur reserves the right to refuse service for short notice bookings if we are unable to provide the service due to prior bookings or other unforeseen circumstances.
Prioritization: Prioritizing the prior bookings and pre-bookings over short notice booking
Data Collection: HeyLux chauffeur collects certain personal information from clients in order to provide the best possible service. This information includes, but is not limited to, the client's name, contact information, and booking details.
Data Storage: The personal information collected from clients is stored in our secure system. We take appropriate measures to protect the personal information of our clients from unauthorized access, use, or disclosure.
Sensitive Information: We do not store any credit card or debit card information or any other sensitive information from the clients in our system.
Data Use: The personal information collected from clients is used solely for the purpose of providing the service requested by the client and for the purpose of improving our service.
Data Sharing: We do not share any personal information with third parties, except as required by law or as necessary to provide the service requested by the client.
Travel Insurance: HeyLux chauffeur does not offer travel insurance for clients. It is the client's responsibility to make their own travel insurance arrangements.
Responsibility: HeyLux chauffeur is not responsible for any loss, damage, or injury incurred by the client during their travel, including but not limited to accidents, delays, cancellations, or any other unforeseen circumstances.
Recommendation: We recommend that clients take out comprehensive travel insurance before embarking on their journey with us.
Clients’ responsibility: The clients are solely responsible for ensuring that they have adequate travel insurance coverage for their trip, including coverage for any loss, damage, or injury that may be incurred during the trip.
No compensation: HeyLux chauffeur will not be responsible for any compensation or reimbursement for losses incurred by the client due to a lack of travel insurance or inadequate coverage.
Prohibited Items: Clients are not permitted to carry any unlawful objects in the car as per the laws of the United Kingdom.
Compliance with Law: HeyLux chauffeur and its drivers comply with all laws and regulations of the United Kingdom, including those related to prohibited items.
Inspection: HeyLux chauffeur reserves the right to inspect the car and the client's belongings before and during the journey to ensure compliance with this policy.
Confiscation: HeyLux chauffeur reserves the right to confiscate any prohibited items found in the car and to terminate the journey immediately if any prohibited items are found.
Liability: The client will be liable for any damages or losses incurred by HeyLux chauffeur as a result of the client's possession of prohibited items in the car.
Reporting: If any prohibited items are found, HeyLux chauffeur will report the matter to the appropriate authorities as per the law of United Kingdom
Lost and Found: HeyLux chauffeur is not responsible for any lost or forgotten items in the car. However, we will make every effort to return any items left in the car to the client.
Reporting Lost Items: If a client realizes they have lost an item in the car, they should contact HeyLux chauffeur as soon as possible to report the lost item.
Retrieval of Lost Items: HeyLux chauffeur will make every effort to retrieve any lost items and return them to the client. However, we are not responsible for lost items that are not reported or that cannot be retrieved.
Holding Period: We will hold any found items for a period of 30 days. If the item is not claimed within this period, it will be donated or disposed of at our discretion.
Valuables: We recommend that clients do not leave valuable items in the car, as we are not responsible for their loss or damage.
Shipping and handling costs: If an item is found after the journey has been completed and needs to be returned to the client, HeyLux chauffeur will mail the item to the client but the client will be responsible for all shipping and handling costs.
Alcohol Consumption: The consumption of alcohol is strictly prohibited inside the vehicle. Any passenger found to be consuming alcohol in the vehicle will be asked to leave the vehicle immediately and the ride will be terminated without any refund.
Special Bookings: For special events such as weddings, parties or other events, special pricing may apply. It is the client's responsibility to inform HeyLux chauffeur at the time of booking if the ride is for a special event, so that the appropriate pricing can be quoted.
Special Event Cancellation Policy: Special Event bookings may have a non-refundable deposit and stricter cancellation policies. Clients should inquire about these policies at the time of booking.
Confirmation of Bookings: A booking will only be considered confirmed once full payment has been received in advance. If payment is not received in advance, the booking will be considered unconfirmed and subject to cancellation.
Payment Methods: HeyLux chauffeur accepts various methods of payment such as cash, credit or debit card, bank transfer, and online payment. Clients should inquire about accepted payment methods at the time of booking.
Elite Class Vehicle Cancellation Policy: For Elite Class vehicles such as Rolls Royce, Bentley, Mercedes Maybach, and others, a different cancellation policy applies. A minimum of 15 days’ notice is required for free cancellation. Cancellations made with less than 15 days’ notice will be subject to a full charge. Clients should inquire about the cancellation policy for Elite Class vehicles at the time of booking.
Refunds: In the event that a refund is issued, HeyLux chauffeur will only refund the exact amount received from the client. Any fees or charges incurred by the client to receive the refund, such as bank or card issuer fees, will not be the responsibility of HeyLux chauffeur.
Changes to Terms and Conditions: HeyLux Chauffeur reserves the right to update or modify these terms and conditions at any time, in order to comply with TFL requirements and regulations. Clients will be notified of any changes made to these terms and conditions, and by continuing to use HeyLux chauffeur's services, the client agrees to be bound by any changes made.
