Excellence Car Service Ltd
All prices are subject to VAT (20%). Airport drop or collection fees will be applied where applicable.
All passengers will receive booking confirmations via SMS/text message. If you wish to opt out, please email us at info@excellencecarservice.com.
- At all airports, we include 45 minutes of free waiting time after the flight has landed; thereafter, a charge of £7.50 per 15 minutes applies.
- For London pick-ups (residential or business), we allow up to 10 minutes of free waiting time; thereafter, £7.50 per 15 minutes will apply.
- Fares are based on a direct trip with the passenger being ready at the booked time and location.
- Cancellations within London must be notified at least 4 hours before the booking time; otherwise, the full fare applies.
- For UK-wide pick-ups, the driver will wait up to 30 minutes. If the passenger is unreachable, the full fare applies.
- Bookings are not confirmed until verified via phone, text, or email with a reference number.
- Website bookings require office review. If we cannot accommodate, we will notify you within 12 hours.
- Hourly bookings within London are limited to 20 miles per hour. Additional mileage charges apply.
- An additional 50% surcharge applies on December 24, 25, 26, and January 1.
- Additional charges apply for stops during a journey not included in the booking (minimum £25) or diversions.
Refund & Cancellation Policy
Refunds
- Refunds are issued for cancellations made at least 4 hours before pick-up.
- Passengers who miss a flight and inform us beforehand are eligible for a refund.
- All cancellations are subject to a minimum fee.
No Refunds for:
- Incorrect booking details (e.g., wrong date or flight number).
- Passengers leaving the airport or pick-up address without notifying us.
Cancellation Charges
- Full charge applies if canceled less than 4 hours before pick-up (8 hours for journeys outside London).
- A minimum 4-hour charge applies for directed bookings.
- Coach bookings are non-refundable if canceled within 48 hours.
- Booking amendments may be charged.
Pricing
- We reserve the right to change pricing without prior notice.
Operator & Passenger Obligations
1. Definitions
- “PHV Operator”: Excellence Chauffeurs Ltd, licensed by Transport for London (TfL).
- “Passenger”: Individual who books and uses the PHV service.
- “Booking”: Agreement between the Passenger and the PHV Operator.
- “Journey”: Transportation service provided by the PHV Operator.
2. Operator’s Responsibilities
- The PHV Operator is responsible for accepting bookings and providing services.
- Drivers and vehicles will be licensed and insured per TfL regulations.
- Journeys will be safe and timely.
- Fares are collected by the driver as an agent of the Operator.
- The PHV Operator reserves the right to cancel bookings.
- Complaints procedures are available for passengers.
3. Passenger Obligations
- Passengers must provide accurate booking details.
- Passengers must conduct themselves appropriately during the journey.
- Passengers must comply with driver requests for safety.
- Fares must be paid to the driver.
4. Sub-contracting
- Bookings may be sub-contracted to another licensed operator, but the original contract remains valid.
5. Compliance with Regulations
- These terms comply with the Private Hire Vehicles (London) Act 1998 and Operator Licensing Regulations 2000.