Terms & Conditions

Please read these Terms and Conditions and Refund Policy operated by Prestige Travel Group Limited carefully.

Your access to and use of our services is subject to your acceptance of, and compliance with, these terms. These terms apply to all visitors, customers, and any other individuals who access or use the service. By accessing or using the service, you agree to be bound by these terms. If you do not agree with any part of these terms, you are advised to contact the company directly for urgent assistance or resolution.

Our Company

A. Business Certification

The company's business registration certificate and local authority operating licence are not publicly accessible. However, these may be provided to any customer who has entered into a formal service agreement with the company.

B. Booking Processing

We aim to record all bookings in our system within three (3) hours of receipt. This applies to bookings received via telephone, email, or online booking form.

C. Meet and Greet Services

Meet and greet services are available for customers and must be requested prior to the booking.

Our Drivers

A. Background Checks and Training

All drivers are DBS-checked and undergo interviews conducted by professional and experienced chauffeurs to ensure they provide the highest standard of service in a professional, courteous, and helpful manner.

B. Compliance and Safety

Drivers are tested for compliance with road traffic legislation, with safety being the foremost priority for all journeys.

C. Punctuality

Timeliness is a key principle of our service. Drivers are expected to arrive at the designated location at the agreed time.

• In cases where delays occur due to circumstances beyond the driver's control that cause customer dissatisfaction, a proposal for a satisfactory resolution will be made.
• Delays caused by the customer, if notified in advance within the agreed timeframe, will not incur additional charges under these terms and conditions.

D. Vehicle Licensing

All private hire vehicles are fully licensed, and drivers hold the required licenses as mandated by law.

E. Driver Documentation

Drivers are encouraged to carry their driving licence at all times while operating the vehicle.

F. Right to Refuse Service

Drivers have the right to refuse service to passengers who:

• May cause damage to the vehicle
• Are under the influence of alcohol or drugs
• Exhibit behaviour deemed a threat to the driver, vehicle, or other passengers

G. Passenger Responsibility

The individual who makes the booking is responsible for the behaviour of all passengers in the vehicle.

H. Smoking Policy

Smoking is strictly prohibited in all licensed vehicles for both drivers and passengers.

I. Passenger Limits

Drivers may carry only the number of passengers specified on the vehicle licence and have the right to refuse service if the limit is exceeded.

J. Vehicle Maintenance

Drivers are responsible for ensuring that their vehicles have up-to-date MOT certificates and all relevant documentation.

Our Vehicles

A. Cleanliness and Maintenance

All vehicles are maintained to a high standard and cleaned after every journey.

• If a customer finds the vehicle below standard, they may contact us via email or telephone at their convenience.
• The complaint will be formally registered, and a proposal for a satisfactory resolution will be provided.

B. Vehicle Standards

• All vehicles are of recent manufacture and fully compliant with current registration and licensing requirements.
• Vehicles without a clear service history or valid MOT certificates are not accepted for use in the company's operations.

C. Booking and Fare Policy

• All private hire journeys must be pre-booked.
• Fares will be clearly communicated by the operator before the journey.
• If a driver accepts a fare that is later determined to be false or fraudulent, the driver will be held personally responsible for their actions.

Booking

1. Booking confirmations will be sent directly to the customer or to the appropriate department by email as soon as the booking has been entered into our system. Customers may request their confirmation to be sent by post or text message in advance. If a customer does not receive their confirmation, it is their responsibility to contact Prestige Travel Group to obtain a copy.

2. It is important that customers carefully check all booking details contained in the confirmation email. Customers must immediately inform the operator if they notice any errors or need to make amendments. It is the customer's responsibility to ensure all details are correct, and Prestige Travel Group will not be held accountable for any issues arising from errors that were not checked and reported to us.

3. Prestige Travel Group will send a dispatch email and a text message (to UK numbers) containing the driver and vehicle details at least 24 hours before the scheduled pickup time. It is important that customers carefully check all booking details contained in this dispatch message and notify the operator immediately if they notice any errors or need to request amendments. On the day of travel, the assigned driver will arrive at the agreed pickup point with the allocated vehicle at the scheduled time.

4. It is the customer's responsibility to inform Prestige Travel Group if you are unable to locate your driver or if any booking details have changed (e.g., missed or delayed flights, ferries, or other travel connections). Failure to notify us of such changes will result in the full transfer fee being charged. If you provide updated information at least 24 hours before the scheduled pickup time, we will amend your booking accordingly without additional charges.

5. Customers arriving in the UK from a different airport than originally booked must notify Prestige Travel Group at least 24 hours in advance (GMT local time). Failure to provide this update within the required timeframe may result in a charge of 50% of the total fare to cover operational and scheduling inconveniences.

6. Any cancellations made less than 4 hours before the scheduled pickup time will be charged at 100% of the fare.

7. It is the customer's responsibility to inform the operator of the number and size of luggage items in advance so that a suitable vehicle can be allocated. Failure to do so may result in additional charges or the need to book a larger vehicle, subject to availability.

8. By confirming a booking through any method, customers acknowledge that they have read, understood, and accepted Prestige Travel Group's Terms & Conditions. Customers are responsible for being aware of our policies but may always contact us to ask questions or request clarification about any aspect of these terms.

Payment & Waiting Policy

A. Payment Methods

Customers are expected to arrange payment by mutual agreement and convenience for both parties. The company offers the following payment options:

• Payment in advance via payment link
• Bank transfer
• Cash payment to the driver

B. Corporate Accounts

Corporate clients may apply for an invoice account facility. To do so, the operator must register and set up a corporate account with us in advance.

C. Local Pickups

• The first 10 minutes of waiting time are free.
• After 10 minutes, a waiting charge of £0.50 per minute will apply.

D. Airport Pickups

• The first 45 minutes of waiting time are free (from the flight landing time).
• After 45 minutes, a waiting charge of £0.50 per minute will apply.
• If the customer does not show up, the full fare will be charged.

E. Flight Updates

Customers are required to inform the driver once they have landed. Although drivers monitor flight arrivals, customer confirmation is still necessary.

Cancellation & Refund Policy

At Prestige Travel Group Limited, we aim to provide a fair and transparent refund policy for our clients. Each case will be reviewed individually, and a decision will be made based on the specific circumstances.

A. Cancellations

• Refunds for cancellations must be requested at least 24 hours in advance of the scheduled service.
• Cancellations made outside the notice period will be considered on a case-by-case basis, taking into account the nature of the service and operational costs.

B. No-Shows

• For airport pickups or other scheduled services, if a customer fails to show up without prior notification, the fare will be charged at 100% or is non-refundable.
• Each no-show incident will be assessed individually, and exceptions may be made at the company's discretion.

C. Overpayments or Billing Errors

Any overpayments or billing errors will be investigated promptly, and refunds issued where appropriate.

D. Method of Refund

Approved refunds will be processed via the original payment method, unless otherwise agreed.

E. Exceptional Circumstances

In all cases, including delays, cancellations due to unforeseen events, or emergencies, refunds and resolutions will be considered individually, ensuring fair treatment while maintaining the high standards of our executive service.

F. Contact for Refunds

All refund requests should be directed to:

Complaints

At Prestige Travel Group Limited, our core principle is to build and maintain strong, lasting relationships with our customers. We prioritise your time, comfort, and overall experience, and strive to deliver services that consistently exceed expectations. We recognise that there may be occasions where a customer's expectations are not fully met. In such cases, customers are encouraged to raise complaints directly through the following channels:

All complaints will be handled with the utmost discretion and professionalism, in keeping with the standards expected by our executive clientele.

A. Complaint Handling Process

1. Acknowledgement: We aim to acknowledge all complaints within 24 hours.

2. Investigation: Complaints will be promptly investigated, and all relevant parties, including drivers or staff, will be consulted as appropriate.

3. Action: Where a complaint is validated, appropriate action will be taken, which may include corrective measures or suspension of drivers until a satisfactory resolution is achieved.

4. Resolution: Customers will receive a formal response outlining the outcome and proposed solution.

B. Additional Assurances

• Complaints will be kept confidential and treated with sensitivity.
• Our goal is to restore customer satisfaction while maintaining the highest standards of executive service.
• If a complaint is not resolved to the customer's satisfaction, it may be escalated to senior management for further review.

Lost Property

Any items found in our vehicles will be handed over to our office at the end of the driver's shift or, if necessary, to the nearest police station.

A. Customer Responsibility

• Customers are responsible for ensuring that all personal belongings are removed from the vehicle at the end of their journey.
• If a customer claims to have left an item in the vehicle and the driver cannot locate it, the company accepts no responsibility for the lost item or its replacement.

B. Retrieval of Lost Items

• Customers wishing to recover lost property may contact our office directly.
• The company may require proof of ownership before returning any items to ensure security and proper handling.
• All lost property is handled with discretion and professionalism, especially in the case of sensitive or valuable items.