White Glove Chauffeur Service

These terms and conditions apply to chauffeur-driven cars, luxury MPVs, VIP minibuses, VIP Sprinters and mini-coach services supplied by White Glove Chauffeur Service.

White Glove Chauffeur Service is operated by Simonswhiteweddingcars Ltd, referred to within these terms as “White Glove”, “we”, “us” or “our”.

The person, company or organisation making the booking is referred to as the “client”, “hirer”, “you” or “your”. These terms also apply to every passenger travelling as part of the booking.

Our terms are intended to set clear expectations and help us provide a safe, reliable and exceptional chauffeur-driven experience.

1. Acceptance of These Terms

By confirming a booking or making any payment towards it, the client confirms that they have read, understood and accepted these terms and conditions.

Where a booking is made on behalf of other passengers, the person making the booking accepts responsibility for making those passengers aware of any terms relevant to their journey.

The terms applying to a booking will be those in force when the booking is confirmed, together with any additional conditions clearly stated in the quotation or booking confirmation.

Nothing within these terms affects a consumer’s statutory rights.

2. Quotations

Unless otherwise stated, quotations are valid for seven days and remain subject to vehicle and chauffeur availability until the required booking payment has been received.

A quotation is based upon the information provided by the client, including:

• Date and required timings

• Collection and destination addresses

• Passenger numbers

• Proposed itinerary

• Expected mileage and duration

• Luggage requirements

• Vehicle requested

• Any additional services or special requirements

A quotation may be revised if any of this information is incomplete, inaccurate or subsequently changed.

Unless expressly stated, a quotation does not include admission tickets, accommodation, ferry charges, congestion or clean-air charges incurred outside the agreed itinerary, exceptional parking costs, road tolls, international travel documentation or other third-party expenses.

3. Booking Confirmation and Payment

A booking is not confirmed until White Glove has:

• Accepted the booking;

• Received the required booking payment or deposit; and

• Issued written confirmation.

The payment required to secure the booking will be shown on the quotation or invoice.

The remaining balance must be paid by the date shown on the invoice. If payment is not received when due, we may treat the booking as cancelled by the client and apply the cancellation terms below.

Where a booking is made at short notice, full payment may be required immediately.

Bookings made by an authorised corporate account may be invoiced under separately agreed payment terms.

Any booking payment retained following cancellation will be limited to an amount that reasonably reflects the costs, commitments and losses arising from the cancellation, including the likelihood of the vehicle and chauffeur being rebooked.

4. Booking Information and Final Itinerary

The client is responsible for providing complete and accurate booking information.

Unless otherwise agreed, the final itinerary must be supplied and confirmed no later than seven days before the booking. More notice may be required for multi-day tours, major events, airport movements, international journeys or complex itineraries.

The client must check the booking confirmation carefully and notify us promptly of any error.

White Glove will not be responsible for delays, missed connections or additional costs resulting from incorrect or incomplete information supplied by the client or someone acting on their behalf.

5. Changes Requested by the Client

Minor changes may be accepted without additional charge where they do not alter the mileage, timings, duration, vehicle requirements or operational arrangements.

Changes involving collection points, destinations, dates, timings, passenger numbers, luggage, mileage or the length of hire may require the booking to be recalculated.

Any additional charge will be explained and must be accepted before the change is confirmed.

Requested changes remain subject to vehicle, chauffeur and legal driving-hours availability. We cannot guarantee that changes requested after confirmation can be accommodated.

A substantial change may be treated as cancellation of the original booking and the creation of a new booking.

6. Waiting Time, Overtime and Additional Mileage

The booking price covers the itinerary, duration and mileage agreed at confirmation.

Additional waiting time, mileage, stops or extended hire requested by the client may be charged at the applicable vehicle rate.

Any extension is subject to chauffeur availability, drivers’ hours, vehicle commitments and applicable transport legislation. A chauffeur cannot continue beyond a lawful or safe working period, even where the client offers to pay additional charges.

Where passenger delays cause the booking to exceed the agreed finishing time, additional charges may apply.

7. Client Cancellation

All cancellations must be made in writing and take effect when received and acknowledged by White Glove.

Unless different cancellation terms were stated in the quotation, the following will normally apply:

• More than 90 days before the booking: payments will be refunded less the booking deposit or reasonable costs already incurred.

• Between 60 and 90 days before the booking: up to 50% of the total booking price may be payable.

• Between 30 and 59 days before the booking: up to 75% of the total booking price may be payable.

• Fewer than 30 days before the booking: up to 100% of the total booking price may be payable.

Cancellation charges reflect the fact that a specific vehicle and chauffeur have been reserved, operational arrangements may already have been made, and alternative bookings may have been declined.

Where we are able to rebook the vehicle for substantially the same date, duration and value, we will take this into consideration when assessing the reasonable loss caused by the cancellation.

Personalised items, specially purchased refreshments, accommodation, tickets, permits, ferry bookings and other non-recoverable third-party costs will remain payable where they cannot reasonably be cancelled or recovered.

8. Major Events, Multi-Day Tours and Bespoke Bookings

Stricter cancellation and payment conditions may apply to:

• Royal Ascot and other major race meetings

• Formula 1 and other major sporting events

• Concerts and stadium events

• Bank holidays and peak seasonal dates

• Multi-day UK or international tours

• Weddings

• Bookings requiring several vehicles or chauffeurs

• Bespoke vehicle preparation or specially sourced refreshments

• Bookings for which accommodation, tickets, ferries or other external services are arranged

• Any booking identified as high-demand within the quotation

Where special cancellation terms apply, they will be stated within the quotation or confirmation and will take priority over the standard cancellation periods above.

Payments may become non-refundable once White Glove has made substantial arrangements, incurred non-recoverable costs or declined other work specifically to fulfil the booking. Any amount retained will reasonably reflect the loss arising from the cancellation and will not be used as a penalty.

We strongly recommend that clients obtain appropriate travel or event cancellation insurance.

9. Cancellation or Changes by White Glove

We reserve the right to cancel or alter a booking where it cannot safely or lawfully be performed, including because of severe weather, road conditions, vehicle unavailability, chauffeur illness, legal driving restrictions or circumstances outside our reasonable control.

Where possible, we will offer a suitable replacement vehicle, alternative arrangement or revised date.

If White Glove cancels a booking before service has commenced and cannot provide an acceptable alternative, payments made directly to White Glove for the affected service will be refunded.

Our responsibility will not extend to independent costs such as hotels, flights, tickets, missed appointments or services booked with other suppliers, except where liability cannot legally be excluded.

10. Vehicle Selection, Upgrades and Substitutions

We will make every reasonable effort to provide the vehicle confirmed for the booking.

Occasionally, operational circumstances may require us to provide an alternative vehicle. Any substitute will, wherever reasonably possible, provide suitable passenger capacity and a comparable standard of service.

We may provide an upgraded vehicle without additional charge.

If a replacement vehicle is materially lower in specification or booking value, an appropriate price adjustment may be offered.

Differences in age, colour, registration, seating configuration, interior finish or individual equipment do not automatically constitute a failure of service where the replacement remains suitable for the agreed journey.

Vehicle photographs are illustrative. Individual features may change as vehicles are improved, refurbished or replaced.

11. Breakdowns and Vehicle Faults

Our vehicles are maintained and inspected in accordance with applicable legal and operational requirements.

Mechanical or electrical faults can nevertheless occur without warning. If a vehicle develops a fault, we will assess whether the journey can safely continue and take reasonable steps to minimise disruption.

Depending on the circumstances, this may include:

• Attempting to rectify the fault;

• Providing a replacement vehicle;

• Adjusting the itinerary;

• Arranging suitable alternative transport; or

• Refunding an appropriate proportion of the affected service.

A full refund will not automatically be due where a substantial part of the booking has already been completed or where a suitable replacement or alternative service is provided.

12. Traffic, Delays and Circumstances Outside Our Control

Journey times are estimates and cannot be guaranteed.

White Glove will not be responsible for delay or disruption caused by circumstances outside our reasonable control, including:

• Traffic congestion

• Roadworks or road closures

• Collisions or emergency incidents

• Police or security activity

• Demonstrations or public events

• Severe weather

• Flooding, snow or ice

• Ferry, rail or flight disruption

• Venue access restrictions

• Border or customs delays

• Passenger lateness

• Incorrect information supplied by the client

• Acts or restrictions imposed by public authorities

We will use reasonable care when planning routes and will respond professionally to changing conditions.

Clients must allow appropriate contingency time for flights, trains, cruises, appointments and ticketed events. We cannot guarantee arrival by a particular time where the itinerary does not provide a reasonable travel allowance.

13. Adverse Weather and Safety

Safety will not be compromised in order to complete an itinerary or meet a requested arrival time.

White Glove may amend, delay, suspend or cancel a journey where weather or road conditions make operation unsafe or unlawful.

Where adverse conditions are forecast, clients may be advised to change timings, routes or travel arrangements.

Any refund or alternative arrangement will depend upon the circumstances, the part of the service already provided and any costs already reasonably incurred.

14. Air Conditioning During Extreme Heat

White Glove vehicles are equipped with air-conditioning systems that are maintained and checked as part of our regular vehicle inspections.

During periods of extreme heat, particularly when outside temperatures exceed 30°C, the speed and effectiveness of cabin cooling may be temporarily reduced. Cooling performance can also be affected by:

• Direct sunlight;

• The size and internal space of the vehicle;

• The number of passengers travelling;

• Frequent opening of passenger doors;

• Urban stop-start traffic; and

• Legal or operational restrictions on leaving vehicles idling while parked.

Clients should understand that it may not always be possible to return to a fully chilled vehicle after it has been parked in high temperatures.

Once the journey resumes, the air-conditioning system may take approximately 20 minutes, and occasionally longer, before its full cooling effect becomes noticeable throughout the passenger compartment.

A temporary reduction in cooling performance caused by extreme ambient temperatures, traffic conditions, the vehicle being parked or restrictions on idling will not, by itself, constitute a vehicle breakdown or failure of service.

This does not affect the client’s statutory rights where an air-conditioning system has suffered a confirmed mechanical failure.

15. Passenger Numbers, Luggage and Accessibility

The number of passengers must not exceed the vehicle’s legal seating capacity.

The client must provide accurate passenger and luggage information before booking. Luggage capacity varies between vehicles and cannot be determined solely by the number of passenger seats.

White Glove may refuse to carry luggage that cannot be safely secured or that would obstruct exits, aisles or the chauffeur’s view.

Where additional luggage capacity or a separate luggage vehicle becomes necessary because the information supplied was incomplete or inaccurate, additional charges may apply.

Clients must tell us before booking about wheelchairs, mobility equipment, accessibility requirements or any passenger requiring assistance. We will explain what can safely and reasonably be accommodated by the proposed vehicle.

16. Children and Child Seats

The client must tell us when children will be travelling and provide their ages at the time of booking.

White Glove does not supply or install child car seats. Where a child seat is required or requested, the child’s parent, guardian or responsible adult must provide a suitable seat and remains responsible for fitting, checking and removing it.

The client is responsible for ensuring that the arrangements requested are appropriate for the children travelling and comply with applicable legal requirements.

Children must be supervised by a responsible adult throughout the journey. Seat belts must be worn whenever provided and required.

17. Passenger Conduct

The chauffeur may refuse entry to, or remove from the vehicle where safe to do so, any person who:

• Appears to be excessively intoxicated;

• Is under the influence of illegal substances;

• Behaves in an abusive, threatening, intimidating or discriminatory manner;

• Creates a danger to the chauffeur, passengers, vehicle or other road users;

• Interferes with the safe operation of the vehicle;

• Damages or misuses the vehicle;

• Smokes or vapes inside the vehicle; or

• Refuses to follow a reasonable safety instruction.

Serious passenger misconduct may result in immediate termination of the booking without refund. The client will remain responsible for damage, cleaning, losses and reasonable costs arising from the behaviour.

Our chauffeurs must be treated with courtesy and respect at all times.

18. Alcohol, Food and Prohibited Items

Alcohol will only be supplied or served to passengers aged 18 or over. We reserve the right to request proof of age and to refuse alcohol service where appropriate.

The chauffeur may stop alcohol service where consumption could affect passenger safety, behaviour or the condition of the vehicle.

Illegal substances, weapons, dangerous goods and any item that may create a safety or security risk are prohibited.

Smoking and vaping are not permitted in any White Glove vehicle.

Food may only be consumed with the chauffeur’s agreement. Clients may be responsible for specialist cleaning or damage caused by food, drink or other substances.

19. Vehicle Access and Collection Points

The client must ensure that suitable legal access, stopping space, turning room and safe vehicle clearance are available at every requested address or venue.

The chauffeur will not drive or stop where they reasonably believe it would be unsafe, unlawful or likely to damage the vehicle.

This may include narrow roads, low bridges, restricted entrances, soft ground, unmade roads, overhanging trees, unsuitable driveways or areas subject to vehicle restrictions.

Where the requested collection point cannot be safely or legally accessed, the chauffeur will use the nearest suitable location.

The client is responsible for ensuring that passengers are ready at the agreed collection time and can be contacted if necessary.

20. Damage, Breakages and Specialist Cleaning

The client is responsible for the conduct of everyone travelling as part of the booking.

The client will be liable for damage, theft, breakages or exceptional soiling caused deliberately, negligently or through misuse by any passenger in their party.

Recoverable costs may include:

• Repair or replacement;

• Specialist cleaning;

• Removal of stains, bodily fluids or odours;

• Recovery and transportation costs;

• Loss of use; and

• Bookings reasonably lost while the vehicle is unavailable.

Any charge will be supported by reasonable evidence of the damage, cleaning required or loss suffered.

An additional cleaning charge may apply following sickness, excessive food or drink spillage, smoking, vaping, confetti, glitter, silly string or any substance requiring specialist treatment.

Normal use and reasonable wear and tear will not be charged.

21. Personal Belongings

Passengers are responsible for their own possessions.

Clients should check the vehicle carefully at the end of the booking. White Glove cannot accept responsibility for belongings left unattended, lost or damaged unless caused by our failure to exercise reasonable care.

Items found in a vehicle will normally be retained for 14 days. Collection or insured return delivery must be arranged and paid for by the owner.

We may dispose of unclaimed items after the retention period. Passports, official documents and other sensitive items may be passed to the police or relevant issuing authority.

22. Photographs, Video and Privacy

White Glove may occasionally wish to photograph a vehicle at a venue or during a booking for use on our website or social media.

We will respect any request for privacy and will not intentionally publish identifiable images of clients or passengers without appropriate permission.

Clients may tell us at any time before or during the booking that no photographs relating to their hire are to be used.

Personal information is handled in accordance with our Privacy Policy and applicable data-protection law.

23. Complaints

If a concern arises during a booking, the client should raise it with the chauffeur or contact White Glove as soon as reasonably possible so that we have an opportunity to assist.

Formal complaints should be submitted in writing with the booking reference and relevant details.

We ask that complaints are made within 14 days of the booking while the circumstances can still be investigated effectively.

We will consider each complaint fairly and provide a response following an appropriate investigation.

24. Liability

White Glove will provide its services with reasonable care and skill.

Nothing within these terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or a consumer’s statutory rights.

Subject to those protections, we will not be responsible for losses that:

• Were not reasonably foreseeable when the booking was confirmed;

• Were caused by inaccurate information or instructions supplied by the client;

• Resulted from circumstances outside our reasonable control;

• Were avoidable through reasonable action by the client; or

• Relate to independent travel, accommodation, tickets, business losses or arrangements not supplied by White Glove.

Where the client is acting wholly or mainly for business purposes, White Glove will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity or loss of goodwill, except where liability cannot legally be excluded.

Each party must take reasonable steps to minimise any loss arising from a disrupted booking.

25. Third-Party Services

Where White Glove arranges accommodation, tickets, ferries, guides or other services supplied by an independent provider, the provider’s own terms may also apply.

White Glove will identify third-party charges where reasonably practicable but is not responsible for the independent provider’s acts or omissions unless White Glove is legally responsible for them.

Non-refundable third-party costs remain payable following a client cancellation.

26. Severability

If any part of these terms is found to be invalid or unenforceable, the remaining terms will continue to apply.

27. Governing Law

These terms and any dispute arising from them are governed by the laws of England and Wales.

Consumers living in another part of the United Kingdom retain any rights to bring proceedings in the courts available to them under applicable law.

28. Contact Details

White Glove Chauffeur Service
Operated by Simonswhiteweddingcars Ltd
Church Road
Sudbury
Suffolk
CO10 7EH

Telephone: 0808 123 2211
Email: reservation@whiteglovechauffeurservice.co.uk

If you have any questions about these terms or your chauffeur-driven booking, please contact us before confirming your reservation.

 

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