CUSTOMER CANCELLATION POLICY – TERMS AND CONDITIONS
LUXURY PATHS LONDON LTD CUSTOMER CANCELLATION POLICY – BOOKING TERMS AND CONDITIONS
BY USING OUR WEBSITE OR APP, YOU (“CUSTOMER”) AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS (“TERMS”). THESE TERMS ALSO APPLY TO THE SUPPLY OF ALL TRANSPORTATION SERVICES AND OTHER SERVICES BOOKED VIA THE WEBSITE (WWW.LUXPATHS.COM), TELEPHONE, EMAIL, SMS OR APP.
1. Booking and Payment:
By placing an order through our Website, phone, or via email, you agree that you are legally capable of entering into binding contracts and you are at least over 18 years old. To obtain a quote or make a booking through our booking agents, you are required to provide us with full contact details, full name, contact number, and email address. Failing to do so, LUX PATHS LONDON will not be able to assist you any further. By supplying your email address and your phone number, you permit LUXURY PATHS LONDON to contact you via email and by phone, we will never supply your email or your phone number to any third party.
All bookings must be made in advance through the company’s website, email, or telephone. Payment must be made at the time of booking, and the company accepts credit cards, PayPal, and bank transfers.
LUXURY PATHS LONDON request a minimum of 2 hours’ notice for any online bookings during office hours (08:00 to 00:00 UK time).
If you would like to book a car with less than 3 hours’ notice or outside of the schedule mentioned above – Please call our helpline: +44 208 058 1970. The LUX PATHS LONDON reservation team will make every effort to assist their clients 24/7.
Online prices are valid for travelling within the UK only. If you require travelling to Europe, please call our office.
All bookings scheduled between 23:00 pm – 06:00 am are subject to 7% additional charges.
We do offer online prices or bookings for public and bank holidays like Easter, Christmas Eve or Day, or New Year’s Eve or Day. For these days, a 100% additional charge will apply. All other bank holidays will be subject to a 10-20% surcharge.
All bookings scheduled into, or driving through the Congestion Charge Zone during operating hours will incur a £5.00 flat fee that goes to TfL
All London airports pick-up rates are set at a fixed price from £10 to £25
Airport drop off fee £5. Which is ALL included on your booking quote. Extra waiting time charges are not included and must be paid later on by credit card, bank transfer or payment link.
2. Vehicles and Services:
Our car fleet includes vehicles up to 5 years* old, and it’s categorized into three classes: “Business vehicles”, “First Class vehicles“ and “First Class Van/MPV vehicles“.
Mercedes E-Class, S-Class, V-Class
BMW 5 & 7 series
Tesla X & S Models
Mercedes minibus 12 seater vehicles.
Vehicles are immaculate clean, undamaged, smoke-free, and in full compliance with all TfL regulations. Maximum 5 years old.
If you choose to book one of our “Premium vehicles“, which less than 3 years old an additional fee of up to 20% will be applied to your booking. This surcharge will be added to your booking through our booking system or will be added to your invoice later when you have requested a “Premium vehicle” on demand.
*Our company policy allows for vehicles Maximum 5 years old but in good condition to can be extended for a maximum of 18 months beyond the typical 5-year age limit. However, this extension will be reviewed and potentially extended every 6 months.
We may provide sub-contracted vehicles. The company reserves the right to substitute vehicles if necessary. The company will provide a licensed and insured vehicle for passenger and third party claims.
2.1. Dashboard camera Awareness
For the security and safety of both passengers and drivers, Fleet are equipped with Dashcams. Please note that the cameras only record video footage and the microphone is not enabled to preserve passenger privacy. If you prefer not to have the footage recorded during your journey, kindly inform us prior to the trip and we will disable the Dashcam accordingly.
2.2. One Way:
The One Way Chauffeur Service is a single trip service that begins at Point A and ends at Point B, with the option for additional stops along the way. Customers are responsible for providing the exact pickup and drop-off locations, as well as any additional stops, at the time of booking. Any changes to the itinerary made after the booking has been confirmed may result in additional charges. The cost of the One Way Chauffeur Service is based on the distance between Point A and Point B, as well as the waiting time on demand required by the customer for the trip.
2.3. By The Hour/Daily Hire:
By the Hour service has a minimum of 4 hours, which (includes 45 miles) of travel within London (inside M25).
Additional cost of £3.89/mile for extra miles will be applied.
For the trip outside London (outside M25) a separate charge will be applied.
Hours cannot be divided into different parts of the day.
Minimum charges apply to single trips ONLY – excludes airport transfers.
Daily hire is defined as 12 hours minimum hire per day.
For daily hire, after 12 hours, any additional hour will be subject to a 15% surcharge.
For our A TO B service or Hourly rate please prices directly from our booking system in here.
Example – “If you pre-book the car for an 12-hour period and only need it for 6 hours, you will still be charged for the full 12-hour period.”
2.4. Extra STOP
Additional Stop – If there are two separate drop-off or pickup locations on the route, an additional fee of £10 will be charged.
2.5. Beyond Boundary Charge
Any trip with the pick-up point and drop-off point outside London or outside M25 will be subject to an additional charge known as the ‘Beyond Boundary Charge’. This charge is to cover the driver costs associated with operating outside our usual service area. The rates for the ‘Beyond Boundary Charge’ are as follows:
For “Business vehicles”: £0.75 per mile
For “First Class vehicles“ or “First Class Van/MPV vehicles“: £1.25 per mile
Please note that the mileage calculation for the ‘Beyond Boundary Charge’ will be based on the distance from London – Hyde Park Corner to the pick-up point up to a maximum charge of 100 miles. It is important to note that at least one of the pick-up or drop-off points must be in London to benefit from our services without incurring an additional charge for the ‘Beyond Boundary Charge’.
We strive to provide exceptional service to our clients, and this additional charge helps us ensure that our chauffeurs are fairly compensated when traveling beyond our standard service area.
2.6. Payment Policy for Additional Charges
Please be advised that any extra charges (such as waiting time, overtime, extra miles, etc.) will be added immediately, or within 48 hours after the completion of the trip, should an in-depth review be necessary. These supplementary charges will be required automatically to be paid by the card used for the initial payment, and you will be sent an email with the revised invoice.
In instances where an automatic charge is not possible due to various reasons, you will receive an email notifying you of these additional costs. You will also be invited to make the necessary payment. This email will include a payment notification with the updated invoice and a corresponding payment link.
The customer is expected to settle all invoices for fares and additional charges, accrued and issued by the company, within 2 working days of receipt. Please note that an interest rate of 5% above the Bank of England base rate will be charged if the customer fails to make the payment by the deadline.
We reserve the right to bill any credit or debit card given at the time of booking for these additional costs. Your understanding and compliance with this policy are greatly appreciated.
We do not hold your payment details directly on our systems, although we are able to securely reference these details directly with the payment provider.
Our current payment providers are PayPal, SumUp & Stripe Payments UK Limited (for debit and credit card payments). LUXURY PATHS LONDON may change its payment providers at any time without notice, and will only use payment providers who comply with applicable data protection legislation and hold your details securely.
2.7. Policy for Promotional Code ‘LUXPATHS’
Please note that the promotional code “LUXPATHS” is only applicable for your first RIDE ONLY. If this code is applied to any subsequent rides, the promotion will be invalidated, and the difference in cost will be automatically charged after the booking has been made. Your understanding and compliance with this policy are greatly appreciated.
3. Fleet Categories:
“Business vehicles”, “First Class vehicles“ and “First Class Van/MPV vehicles“.
* Mercedes E-Class, S-Class, V-Class
* BMW 5 & 7 series
* Tesla X & S Models
* Mercedes minibus 12 seater vehicle.
4. Cancellation and Refund Policy:
At LUXURY PATHS LONDON , we understand that sometimes plans change. That’s why we offer flexible cancellation options for your convenience. You can easily make cancellations by calling our customer service team, sending an email, or utilizing the online booking platform (“Contact Us”) on our website.
Should you encounter any issues cancelling your trip through the booking system (your account) within the free cancellation period, we encourage you to promptly email email@example.com to request cancellation and avoid potential extra charges. Please be aware that, in the event of a failure to self-cancel or reach our team via phone, an email requesting the ride cancellation sent within the free cancellation period is the only valid proof of cancellation.
In the event of a free cancellation, the funds will be returned to your account within a maximum of 12 business days.
**Refund Policy for Credit/Debit Card Payments: Please note that any fees paid using a credit or debit card are non-refundable.
REGISTERED? If you have made a booking using a registered account then CANCELLATIONS are handled by logging in, if you would like to make any AMENDMENTS please contact us, thank you.
4.1. Cancellation fee – ONE WAY
Cancellations made more than 1 DAY PRIOR TO YOUR SCHEDULED PICK-UP TIME will be refunded in full**.
Cancellations made less than 24 hours PRIOR TO YOUR SCHEDULED PICK-UP TIME (excluding airport transfers), 50% of all monies paid will be non-refundable.
Cancellations made less than 10 hours PRIOR TO YOUR SCHEDULED PICK-UP TIME (excluding airport transfers), 75% of all monies paid will be non-refundable.
Cancellations made less than 8 hours PRIOR TO YOUR SCHEDULED PICK-UP TIME (excluding airport transfers), 100% of all monies paid will be non-refundable.
Cancellations made more than 1 DAY PRIOR TO YOUR SCHEDULED PICK-UP TIME (For airport transfers and private jet charters) will be 100% non-refundable.**
4.2. Cancellation fee – BY THE HOUR
Cancellations made more than 48 hours PRIOR TO YOUR SCHEDULED PICK-UP TIME will be refunded in full**.
Cancellations made less than 12 hours PRIOR TO YOUR SCHEDULED PICK-UP TIME (excluding airport transfers), 75% of all monies paid will be non-refundable.
Cancellations made less than 6 PRIOR TO YOUR SCHEDULED PICK-UP TIME (excluding airport transfers), 100% of all monies paid will be non-refundable.
4.3. Airport cancellation fee:
Airport chauffeur transfers or private charter flights are subject to a strictly up to 1 DAY free cancellation.
Cancellations made more than 24 hours A FULL DAY PRIOR TO YOUR SCHEDULED PICK-UP TIME will be refundable in full 100%**.
Cancellation made less than 24 hours, 100% of all monies paid will be non-refundable. If customers have a booking and do not inform LUXURY PATHS less than one day for the correct pick up time or update the operator within 24 hours PRIOR TO YOUR SCHEDULED PICK-UP TIME of all monies paid will be non-refundable.
If the customer does not appear after 60 minutes at the time and place designated as the pickup point and not advise the company or the driver for any extra delay, the trip will be recorded as “No show” and all monies paid will be non-refundable. The waiting time will be charged in full. We offer 60 minutes free waiting time from airport pick up and 15 minutes free waiting time for all address A TO B service.
Extra luggage than that allowed by the company for the respective car requested, will lead to the cancellation of the trip and the full of charge of the respective trip. This statement means that if a customer has more luggage than is allowed by the company for the car they have requested, the company may cancel the trip and charge the customer the full cost of the trip. The exact amount of luggage that is allowed may vary depending on the type of car and the company’s policy. For example, if a customer has booked a car ( “First Class” Mercedes S Class or BMW 7 Series ) with a maximum luggage limit of two suitcases, and they arrive with more than two suitcases (for example 4 large suitcases and chauffeur not able to accommodate the passengers and luggage), the company may cancel the trip and charge the full cost of the trip.
4.4. Other Reasons for Cancellation
Cancellation Policy for Postponed Trips during Non-Free Cancellation Periods
In instances where a customer reschedules the pick-up date and time from a non-‘Free Cancellation’ period to a ‘Free Cancellation’ period, and then proceeds to request a cancellation of the trip, a cancellation fee calculated from the initial booking, will be imposed.
The imposition of the cancellation fee is subject to the specifics of the trip, as detailed in our terms and conditions, and also considers the initial booking.
These specific terms and conditions apply exclusively when a customer makes changes to the pick-up date and time that extend into the ‘Free Cancellation’ period from a time initially beyond our ‘Free Cancellation’ window.
Policy for Last-minute Alterations and Subsequent Charges:
If a ride pick-up time is requested to be changed less than two hours before the originally scheduled time, and it exceeds the provided 15-minute grace period (for example, original pick-up time was 17:00 but is rescheduled for 18:15), an additional cost (equivalent to one hour in this example) of waiting time will be charged. If the delay extends beyond 15 minutes beyond the complimentary period , the trip will be categorized as a ‘No Show/Cancellation’, necessitating a new reservation unless you choose to proceed with the same booking by paying for the additional waiting time.
Please note that these specific terms do not apply to airport transfers involving flight pickups, due to the potential for flight delays.
‘No Show’ Cancellation: ‘No Show’ Applicability and Charges
The ‘No Show’ condition applies in the following scenarios:
1. For One Way services:
If the customer does not arrive within the complimentary time of the scheduled pick-up time, the ride will be classified as a ‘No Show’.
2. For Airport Transfers (Pick-up from the airport only): If the customer does not arrive within complimentary time 60 minutes of the scheduled pick-up time/landing time, the ride will be categorized as a ‘No Show’.
In both situations, if the client fails to inform the chauffeur or the company during this period about any expected delay beyond the stated timeframe, the ride will be marked as ‘No Show’. Consequently, it will be cancelled, and the client will be charged the full fare along with the waiting time charges.
LUXURY PATHS LONDON vehicle(s) and sub-contracted vehicles are fully insured for passenger and third party claims. However, customer’s properties are carried entirely at their own risk and LUXURY PATHS LONDON shall not be held responsible/liable for any loss/damage to such property.
The Highway Code requires Passengers to fasten their seat belts in the front and rear of the vehicle. Failure to comply with this rule releases LUXURY PATHS LONDON from liability in the event of an accident.
The Passenger shall be responsible for their luggage and personal items at all times and shall ensure that they are loaded into the vehicle prior to the commencement of the service and unloaded from the vehicle upon completion of the service. LUXURY PATHS LONDON will accept no responsibility for any loss or damage to luggage and personal items or consequential losses arising as a result of luggage and personal items that are not loaded or unloaded from the passenger vehicle.
5.1. Child Safety in Vehicles: Compliance with UK Law”
At LUXURY PATHS LONDON, we prioritize the safety of all our passengers, including children. In accordance with UK law, all children must use the appropriate child restraint while traveling in vehicles until they are either 135 cm in height or 12 years of age, whichever comes first. When booking your chauffeur service, please inform us if a child seat or booster seat is required. Our chauffeur may refuse to carry any child who is not properly secured, and a booking cancellation fee may apply. Additionally, a fee may be charged if our vehicle is unable to accommodate a previous or subsequent booking due to the space occupied by the child seat. The parent or responsible passenger is ultimately responsible for the child’s safety at all times.
5.2. Lost Property Policy
At LUXURY PATHS LONDON, we understand the importance of personal belongings and take every effort to reunite lost items with their rightful owners. If you believe that you have left something behind in one of our vehicles, please don’t hesitate to contact us as soon as possible. Our team will make a thorough search of the vehicle and will inform you if your item has been found.
To assist in the process, it is important to provide as much detail as possible about the lost item, including a description, location within the vehicle, and date and time of the journey. We will make every effort to return your lost property to you as soon as possible.
Please note that while we make every effort to reunite lost items with their rightful owners, we cannot be held responsible for any loss, distress, or hardship caused by the subsequent loss of an item. It is the responsibility of the passenger to retrieve their belongings at the end of the journey.
5.3. Accidents and Incidents During Journeys:
In the unfortunate event of an accident during a journey booked through LUXURY PATHS LONDON, our liability will be limited to the coverage provided by driver/subcontractor insurer or/and fleet insurer for damages or injuries resulting from the accident. All passengers are advised to use the seat belts provided in the vehicle. LUXURY PATHS LONDON shall not be liable for any injuries or damages suffered as a result of a passenger’s failure to adhere to safety guidelines and recommendations.
6. Damage to Vehicles:
Customers are responsible for any damage they cause to the interior and or exterior of a vehicle on hire to them and will be billed (from the credit or debit card provided at the time of booking) accordingly for any repair or valeting required in order to reinstate a vehicle to working order – as well as any subsequent loss of earnings for the driver for the consequence of their vehicle being off the road. Refusing to pay for the damage caused, legal action will be taken.
The Client acknowledges that they are responsible for any damage or soiling caused to the PHV by them, the Passenger, or any member of their party during the rental period. This includes, but is not limited to, spills, stains, or any other forms of damage. However, normal wear and tear such as dirt or water from footwear is not considered damage/soiling. The chauffeur is responsible for opening and closing the doors, but if the Passenger chooses to do so, they are liable for any damage caused to the PHV or to any third parties involved. If the PHV is taken out of service for repairs or valeting, a fee may be charged for the downtime, calculated based on the hourly rate. The Client agrees to indemnify LUXURY PATHS LONDON for any such damages or costs incurred.
7. Driving Regulations:
The chauffeur is authorized to refuse to drive if the passenger’s behaviour is disruptive, dangerous, or illegal. Our drivers will drive at safe and sensible speeds in accordance with road conditions, traffic and the legal speed limits.
Right of Driver to refuse carriage: The driver is responsible for the safety of the Vehicle and its occupants. Any Passenger whose conduct the driver reasonably believes to be drunken and disorderly, threatening, abusive, dangerous or in breach of any statutory regulation may be removed from a Vehicle or prevented from boarding.
7.1. Penalties caused due to customers
The customer agrees to be responsible for any penalties, such as parking tickets, incurred as a result of their own actions or failure to obtain prior approval. This includes penalties related to special parkings, building management, and similar situations. Any such penalties will be charged to the customer.
8. LUGGAGE POLICY:
The total weight of luggage is limited to what is compatible with the vehicle used, based on the space available. The chauffeur and/or LUXURY PATHS LONDON may refuse luggage or items exceeding this limit. In particular, for safety reasons, LUXURY PATHS LONDON will refuse to load any bulky luggage into the passenger area of the vehicle.
In the case of excess luggage, the company have a policy that allows them to cancel a trip if the customer has more luggage than is allowed under the company’s standard luggage policy. In such cases, the customer will be subject to a cancellation fee unless he agrees to wait for an extra vehicle and be overcharged the waiting and the extra vehicle charges.
It’s important to review the company’s luggage policy before booking a trip, to understand the weight and size limits for luggage, as well as any fees that may apply for excess luggage. If the customer has any concerns about the amount of luggage they will be bringing, they should contact the company to clarify the policy and avoid any potential issues on the day of the trip.
*Luggage Size and Dimensions for “Business Class” “First Class, First Class Van/MPV: *
Cabin 55×40×25 cm
Medium 66×44×27 cm and 2x Cabin
Large 75×52×31 cm and 2x Cabin
Extra Large 81×55×36 cm and 1x Cabin
10. Missed Flights:
We are not responsible to pay for any missed flights.
9. Smoking and Alcohol:
Smoking is not permitted by law in any public service vehicle, and the chauffeur reserves the right to refuse service if passengers are found to be under the influence of alcohol. LUXURY PATHS LONDON maintains a strict non-smoking policy in all of its vehicles. Failure to comply will result in a fixed charge of £300 excluding tax applied for cleaning and refurbishment costs. The consumption of alcohol in vehicles is not permitted without LUXURY PATHS LONDON express written permission.
10. Duration of Service:
LUXURY PATHS LONDON will provide the agreed-upon services for the duration of the booking. Additional services may be arranged and charged separately.
By supplying your email address you permit LUXURY PATHS LONDON to contact you via email, we will never supply or sell your email to any third party or renting companies.
Whilst we do our best to ensure our chauffeurs are punctual, you will understand that we cannot accept responsibility for delays caused by circumstances out of our control (traffic). It is the responsibility of the Customer to ensure that sufficient time is allowed for completion of the Service.
If there is a delay on the part of the chauffeur , LUXURY PATHS LONDON will contact the Client to notify them of the situation. If pick-up cannot be arranged, an alternative solution will be proposed. In the absence of an alternative solution, the Customer will receive a refund within a maximum of 12 business days. Additionally, LUXURY PATHS LONDON will provide the client with a compensation voucher valued up to £90.00 as a gesture of our commitment to quality service.
We will always try to provide you with the same vehicle and chauffeur, but in the event that this is not possible, we reserve the right to change with an alternative vehicle and/or chauffeur.
The Company reserves the right to terminate an Account service with immediate effect at any time for any reason.
11. Waiting Time:
All quotes for journeys collecting from a flight into a UK airport include 60 minutes of complimentary waiting time. All other journeys include 15 minutes of complimentary waiting time. After the complimentary waiting time for all journeys, a charge will be applied to the provided debit or credit card when the booking is been made. We reserve the right to charge to any credit or debit card provided at the time of booking, if you haven’t provided your credit card information or paid online or via a link an invoice will be sent and the outstanding balance should be paid immediately LUXURY PATHS LONDON.
Our waiting time rates are as follows:
For the “BUSINESS CLASS” | Up To 5 Years, the rate is £78.00 per hour
For the ” FIRST CLASS” | Up To 5 Years, the rate is £90.00 per hour
For the ” FIRST CLASS VAN/MPV” Up To 5 Years, the rate is £120.00 per hour
Rates will be increased by 25% on high demand period.