Terms & Conditions

TERMS AND CONDITIONS

CITI CHAUFFEUR LTD

1. Definitions

In these Terms and Conditions, the following definitions apply:

• "Company", "we", "us", or "our" means Citi Chauffeur Ltd, a private hire operator licensed by Transport for London (TFL) and Hertsmere Borough Council.
• "Customer" or "you" means the person, firm, or company who books and contracts for our services, whether for themselves or on behalf of passengers.
• "Passenger" means any person travelling in the vehicle, whether or not they made the booking.
• "Driver" means the licensed private hire driver allocated to provide the transportation service.
• "Vehicle" means the private hire vehicle provided by the Company for the journey.
• "Contract" means the legally binding agreement between the Company and the Customer, formed upon our acceptance of the booking, which includes these Terms and Conditions.
• "Booking Confirmation" means the confirmation document sent by email, SMS, or other written communication confirming the journey details.
• "Services" means the private hire chauffeur transportation services provided by the Company.
• "Pick-up Location" means the address, airport, seaport, cruise terminal, or other location specified for collection of the passenger(s).
• "Destination" means the final drop-off location as specified in the booking.
• "Price" or "Fare" means the amount payable for the Services as stated in the Booking Confirmation, subject to any additional charges as specified in these Terms.

2. The Contract and Operator Obligations

2.1 Contract Formation: The Contract is formed when the Company accepts your booking. The Company enters into this Contract as principal with the Customer for the provision of private hire transportation services in accordance with the Private Hire Vehicles (London) Act 1998 and all applicable regulations.

2.2 Operator Responsibility: In accordance with TFL licensing requirements and the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000, the Company is responsible for accepting bookings as principal and for the provision of all transportation services, including fare collection.

2.3 Licensing: The Company operates under valid private hire operator licences issued by Transport for London (TFL) and Hertsmere Borough Council. All drivers are licensed private hire drivers, and all vehicles are licensed private hire vehicles with appropriate hire and reward insurance.

2.4 Driver Authority: Drivers collect fares on behalf of the Company and act as agents of the Company in all matters relating to the provision of services.

2.5 Booking Acceptance: All bookings are subject to vehicle and driver availability. The Company reserves the right to decline any booking at its discretion.

2.6 Age Requirement: Customers must be at least 18 years of age and have the legal capacity to enter into binding contracts.

3. Bookings and Reservations

3.1 How to Book: Bookings can be made by telephone, email, online booking system, or other methods specified by the Company.

3.2 Information Required: To make a booking, you must provide complete and accurate information including: full name, contact telephone number, email address, pick-up location, destination, date and time of travel, number of passengers, and any special requirements (including luggage, child seats, or accessibility needs).

3.3 Booking Confirmation: Upon acceptance of your booking, the Company will issue a Booking Confirmation containing full journey details. Please review this carefully and notify us immediately of any errors or discrepancies.

3.4 Advance Notice: We recommend booking as far in advance as possible to ensure availability. For cruise transfers and airport pickups, we recommend at least 48 hours' notice. Last-minute bookings are subject to availability and may incur additional charges.

3.5 Accuracy of Information: You are responsible for providing accurate journey details. The Company will not be liable for any delay, failure to provide service, or additional charges resulting from incorrect information provided by the Customer.

3.6 Changes to Bookings: Any changes to confirmed bookings must be requested as soon as possible and are subject to availability. Changes may result in price adjustments or additional charges. Changes requested less than 24 hours before the scheduled pick-up time cannot be guaranteed.

4. Pricing and Payment

4.1 Quotations: All quotations are provided in good faith based on the information supplied by the Customer at the time of booking. Prices are quoted in British Pounds Sterling (GBP) unless otherwise stated.

4.2 Fixed Prices: Where a fixed price is agreed, this will apply regardless of route taken or minor variations in journey details, subject to clauses 4.3 to 4.6.

4.3 Additional Charges: The price quoted may be subject to additional charges in the following circumstances:

• Excessive waiting time beyond the complimentary allowance (see clause 9)
• Additional stops not specified in the original booking
• Significant route changes requested by the Customer
• Extra luggage requiring a larger vehicle or additional vehicle
• Parking charges, congestion charges, tolls, or ferry fees where applicable
• Night surcharge for journeys between 22:00 and 06:00 (where applicable)
• Cleaning charges for vehicle soiling (see clause 16)
• Damage to the vehicle caused by the passenger (see clause 15)

4.4 Price Adjustments: The Company reserves the right to amend the quoted price if there is any material change to the original itinerary, number of passengers, type of vehicle required, or if the information provided at booking was inaccurate.

4.5 Inclusions and Exclusions: Unless otherwise stated, the price includes the driver's services, vehicle hire, standard fuel costs, and vehicle insurance. The price does not include parking charges at special events, admission fees, meals, accommodation, or any services not explicitly stated in the Booking Confirmation.

4.6 Payment Methods: We accept payment by credit card, debit card, bank transfer (BACs), or cash (by prior arrangement). Corporate account terms are available upon application and approval.

4.7 Payment Terms: Payment is due as follows:

• Non-account customers: Full payment is required at the time of booking or as otherwise agreed in writing.
• Account customers: Payment must be made within the credit terms specified on the invoice (typically 14 or 30 days).
• Cash payments: If arranged, payment must be made to the driver at the end of the journey.

4.8 Card Payment: Credit and debit card payments are processed securely. A valid card must be held on file for all bookings. Card charges will appear on your statement as "Citi Chauffeur Ltd" or similar descriptor.

4.9 Late Payment: If payment becomes overdue, the Company reserves the right to apply the following late payment charges:

• 5% of outstanding amount: 0-7 days overdue
• 10% of outstanding amount: 8-30 days overdue
• 20% of outstanding amount: 31-45 days overdue
• 50% of outstanding amount: 46-60 days overdue

After 60 days, the Company may commence legal proceedings to recover the debt, and you will be liable for all costs of collection including legal fees and court costs.

4.10 Currency: All prices are quoted and payable in British Pounds Sterling (GBP) unless otherwise agreed in writing.

5. Cancellations and Refunds

5.1 Customer Cancellation: You may cancel your booking at any time, but cancellation charges will apply as follows:

Table 1: Standard cancellation charges

5.2 Method of Cancellation: All cancellations must be made in writing (email, SMS, or written letter) and will be effective from the time of receipt by the Company during business hours.

5.3 Company Cancellation: The Company reserves the right to cancel any booking if circumstances beyond our reasonable control make it impossible to fulfil the booking (see clause 6 - Force Majeure). In such cases, we will provide a full refund or offer alternative arrangements where possible.

5.4 Refunds: Where applicable, refunds will be processed within 14 working days to the original payment method.

6. Force Majeure

6.1 The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

• Severe weather conditions (snow, ice, flooding, storms)
• Traffic accidents or road closures not foreseeable at the time of booking
• Acts of terrorism or civil unrest
• Industrial action or strikes
• Government restrictions or regulations
• Pandemics, epidemics, or public health emergencies
• Natural disasters
• Mechanical breakdown or vehicle failure beyond the Company's reasonable control
• Airport, seaport, or cruise terminal delays or closures

6.2 In the event of Force Majeure, the Company will use reasonable endeavors to provide alternative arrangements or reschedule the service. If this is not possible, liability will be limited to a refund of any prepaid fees.

7. Flight, Cruise, and Train Monitoring

7.1 Flight Tracking: For airport pickups, we monitor flight arrival times and adjust pick-up times accordingly at no additional charge, provided you supply accurate flight details at the time of booking.

7.2 Cruise Ship Arrivals: For cruise port pickups, we monitor ship arrival times where this information is publicly available. However, you must inform us immediately upon disembarkation if there are any significant delays.

7.3 Train Arrivals: For train station pickups, we recommend you contact us if your train is delayed by more than 15 minutes.

7.4 Customer Responsibility: It remains your responsibility to inform us of any significant changes to arrival times. Failure to do so may result in the driver departing after the complimentary waiting time has expired.

8. Pick-up Procedures

8.1 Airport Pickups: For airport pickups, the driver will wait in the arrivals hall displaying a name board with the passenger's name or company name as specified. The meeting point will be confirmed in the Booking Confirmation.

8.2 Hotel and Residential Pickups: For hotel pickups, the driver will wait in the reception area or as close to the entrance as permitted. For residential addresses, the driver will wait at the specified address.

8.3 Contact: Driver contact details will be provided in the Booking Confirmation. If you cannot locate your driver, contact the number provided immediately.

8.5 Punctuality: Please be ready at the specified pick-up time. Drivers may contact you if you are not present at the agreed time.

9. Waiting Time

9.1 Complimentary Waiting Time: The following complimentary waiting time is included in the price:

• Airport pickups: 60 minutes from actual flight landing time
• Cruise port pickups: 30 minutes from ship docking time (or scheduled pick-up time if ship already docked)
• Train station pickups: 15 minutes from scheduled pick-up time
• Hotel and residential pickups: 15 minutes from scheduled pick-up time
• Additional stops en route: 15 minutes per stop

9.2 Excess Waiting Time: After the complimentary waiting time has expired, waiting time will be charged at £60 per hour (calculated in 15-minute increments, with a minimum charge of £15 for each commenced 15-minute period).

9.3 Extended Delays: If waiting time exceeds 2 hours beyond the complimentary period, the Company reserves the right to cancel the booking and charge the full fare. In such circumstances, we will attempt to contact you before cancelling.

9.4 No-Show: If you fail to attend at the pick-up location within the complimentary waiting time and we cannot contact you, this will be treated as a no-show and the full fare will be charged.

10. Passenger Conduct and Driver Rights

10.1 Acceptable Behaviour: All passengers must behave in a reasonable, lawful, and respectful manner towards the driver and other passengers.

10.2 Driver's Right to Refuse: The driver has the absolute right to refuse to carry, or to terminate the journey and require any passenger to leave the vehicle, if the driver reasonably believes the passenger:

• Is intoxicated, under the influence of drugs, or otherwise unfit to travel
• Is behaving in a threatening, abusive, aggressive, disorderly, or dangerous manner
• Is causing damage to the vehicle
• Poses a risk to the safety of the driver, other passengers, or other road users
• Is engaging in illegal activity
• Refuses to comply with the driver's reasonable instructions

10.3 Consequences of Refusal: If the driver exercises the right to refuse carriage or terminate the journey, no refund will be provided, and the full fare remains payable. The Company may also pursue additional charges for any damage, cleaning, or costs incurred.

10.4 Criminal Activity: The Company has zero tolerance for criminal activity. Any illegal behaviour will be reported to the appropriate authorities.

11. Smoking, Vaping, and Alcohol

11.1 No Smoking: Smoking of any kind, including cigarettes, cigars, pipes, and electronic cigarettes (vaping), is strictly prohibited in all vehicles at all times. This is a legal requirement.

11.2 Breach: Any passenger who smokes in the vehicle will be charged a minimum cleaning fee of £150 and may be required to leave the vehicle immediately.

11.3 Alcohol Consumption: Consumption of alcohol in the vehicle is prohibited unless expressly agreed in advance for special occasions (e.g., weddings, celebrations) and only where permitted by law.

12. Luggage and Personal Belongings

12.1 Luggage Allowance: The standard luggage allowance is two medium suitcases and one piece of hand luggage per passenger. If you have additional or oversized luggage, you must inform us at the time of booking to ensure an appropriately sized vehicle is provided.

12.2 Excess Luggage: If you arrive with more luggage than specified in the booking and the vehicle cannot accommodate it, the Company reserves the right to:

• Charge an additional fee for a larger vehicle or additional vehicle (if available)
• Refuse to carry the excess luggage
• Cancel the booking with full charges payable if no solution can be found

12.3 Loading and Unloading: While drivers will assist with loading and unloading luggage where reasonable, passengers are responsible for their own belongings. Drivers are not required to lift excessively heavy items if there is a risk of injury.

12.4 Responsibility for Belongings: The Company does not accept liability for loss, theft, or damage to personal belongings, luggage, or valuables unless caused by the proven negligence of the Company or driver.

12.5 Lost Property: If you leave items in the vehicle, please contact us immediately. We will make reasonable efforts to reunite you with lost property, but we cannot guarantee the return of items. Any costs incurred in returning items (postage, delivery, storage) may be charged to the customer.

12.6 Prohibited Items: Passengers must not carry illegal items, dangerous goods, weapons, or any items prohibited by law. The driver has the right to refuse to carry such items.

13. Child Seats and Safety

13.1 Legal Requirement: UK law requires children to use appropriate car seats or restraints. It is the customer's responsibility to ensure compliance with all child seat regulations.

13.2 Child Seat Provision: The Company can provide child seats, booster seats, and infant seats upon request at the time of booking. These are subject to availability, and an additional charge may apply.

13.3 Installation: If the Company provides a child seat, the driver will install it in the vehicle. However, it remains the parent's or guardian's responsibility to ensure the child is correctly secured in the seat.

13.4 Customer-Provided Seats: Customers may provide their own child seats. The driver will assist with installation if requested, but final responsibility for correct installation and child safety remains with the parent or guardian.

13.5 Liability: The Company accepts no liability for any injury resulting from incorrect use or installation of child seats.

14. Animals and Pets

14.1 Assistance Animals: Registered assistance animals (guide dogs, hearing dogs, etc.) are always permitted in our vehicles at no additional charge, in accordance with the Equality Act 2010.

14.2 Pets: Other pets may be carried only with prior agreement at the time of booking and are subject to the following conditions:

• Pets must be well-behaved, under control, and properly restrained (in a carrier or on a lead)
• Pets must not be placed on seats unless in an appropriate carrier
• An additional cleaning charge of £50 applies to all pet bookings
• The driver has the right to refuse carriage if the animal is not properly restrained or appears aggressive

14.3 Damage: You will be liable for any damage caused by your pet to the vehicle, including additional cleaning charges if required.

15. Damage to Vehicle

15.1 Customer Liability: You are liable for any damage caused to the vehicle by you or any passenger in your party, whether intentional or accidental.

15.2 Damage Charges: The Company reserves the right to charge the customer for:

• Repair costs for any damage to the vehicle interior or exterior
• Loss of earnings if the vehicle cannot be used while repairs are carried out
• Replacement costs if items are stolen or go missing from the vehicle

15.3 Assessment: The Company will provide evidence of damage (photographs, repair invoices) and will charge reasonable costs only.

16. Vehicle Cleanliness and Soiling

16.1 Cleaning Charges: If the vehicle requires professional cleaning due to spillages, vomiting, or other soiling caused by passengers, the following charges apply:

• Minor cleaning (spillages, food waste): £75
• Major cleaning (vomiting, significant soiling): £150-£250
• Specialist cleaning (odour removal, deep cleaning): Actual cost incurred

16.2 Loss of Earnings: In addition to cleaning charges, the Company reserves the right to charge for loss of earnings if the vehicle cannot be used for subsequent bookings.

16.3 Payment: Cleaning charges will be deducted from the payment card held on file or invoiced separately if payment was made by other means.

17. Driver Hours and Regulations

17.1 Compliance: All journeys are operated in compliance with UK and EU drivers' hours regulations, which govern maximum driving time and mandatory rest periods.

17.2 Long-Distance Transfers: For long-distance journeys, the agreed hours must be strictly observed except in cases of serious emergency or unavoidable diversion. The Company reserves the right to curtail, postpone, or otherwise alter any hire that does not comply with drivers' hours regulations.

17.3 Breaks: The driver may need to take rest breaks during long journeys as required by law. These breaks are included in the journey time and are not chargeable.

18. Route and Journey

18.1 Route Selection: The driver will use professional judgment to select the most appropriate route based on distance, time, traffic conditions, and safety considerations. The route may differ from that anticipated by the customer.

18.2 Sat Nav and Directions: While we use GPS and navigation systems, occasional errors may occur. We cannot accept liability for delays caused by navigation errors unless resulting from proven negligence.

18.3 Customer Directions: If you request a specific route, we will endeavour to accommodate this, but the driver retains final discretion on safety grounds. The quoted price assumes our standard route; alternative routes may result in price adjustments.

18.4 Traffic Delays: We allow reasonable time for traffic conditions, but we cannot guarantee journey times due to circumstances beyond our control. We will not be liable for any losses incurred due to traffic delays.

19. Punctuality and Timekeeping

19.1 Our Commitment: We aim to arrive at the pick-up location punctually, typically 15-30 minutes before the scheduled time for most bookings.

19.2 Delays: If we anticipate being late to a pick-up, we will notify you as soon as reasonably possible.

19.3 Customer Delays: If you are not ready at the scheduled pick-up time, waiting time charges will apply as per clause 9.

19.4 Connection Times: For journeys to catch flights, trains, ferries, or cruise ships, we recommend allowing adequate contingency time. We cannot accept liability if you miss your onward connection, even if delays are caused by circumstances within our control. We recommend the following minimum arrival times before departure:

• Domestic flights: 2 hours before departure
• International flights: 3 hours before departure
• Train/coach: 30 minutes before departure

20. Liability and Insurance

20.1 Insurance Coverage: All vehicles are fully insured for hire and reward with comprehensive insurance covering passengers and third-party claims in accordance with UK law and licensing requirements.

20.2 Limitation of Liability: Subject to clause 20.3, the Company's total liability to the customer for any claim arising from the provision of services shall not exceed the amount paid or payable for that particular journey.

20.3 Excluded Liability: The Company shall not be liable for:

• Any indirect, consequential, special, or punitive losses or damages
• Loss of earnings, business, profits, or opportunity
• Missed flights, cruises, trains, meetings, or events, except where caused by proven negligence
• Loss, damage, or theft of personal belongings unless caused by proven negligence
• Delays caused by traffic, weather, road closures, or other circumstances beyond our control
• Any loss arising from information or instructions provided by the customer that are incorrect or incomplete

20.4 No Limitation: Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited by law.

20.5 Claims: Any claims must be notified to the Company in writing within 28 days of the journey date. Claims notified outside this period may not be accepted.

20.6 Personal Injury: In the event of an accident resulting in personal injury, the matter will be handled by our insurance company in accordance with standard claims procedures.

21. Prohibited Activities

21.1 Direct Driver Engagement: It is a condition of this Contract that the customer and passengers shall not:

• Approach any Company driver to undertake work not booked through the Company
• Engage any Company driver for private work or work outside the Company's booking system
• Obtain driver contact details for the purpose of arranging future bookings directly

21.2 Legal Requirements: It is illegal under the Private Hire Vehicles (London) Act 1998 for a customer to enter into a separate agreement for passenger services with a driver who has been introduced by a licensed operator.

21.3 Consequences: If you engage a driver for work not booked through the Company, all insurance, warranties, and protections provided by the Company shall be null and void, and you may be in breach of licensing law.

21.4 Unlawful Purposes: You must not use our services for any unlawful or illegal purpose and must comply with all applicable laws.

22. Data Protection and Privacy

22.1 Information Collected: To provide our services, we collect and process personal information including names, contact details, addresses, payment information, and travel details.

22.2 Data Use: We use your information solely for the purposes of providing the transportation service, processing payments, communicating with you about your booking, and fulfilling our legal and regulatory obligations.

22.3 Data Protection Compliance: We process all personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.

22.4 Data Sharing: We do not sell or rent your personal information to third parties. We may share information with:

• Our drivers (to the extent necessary to fulfil the booking)
• Payment processors (to process payments securely)
• Regulatory authorities (TFL, licensing authorities) where legally required
• Law enforcement (where required by law or court order)

22.5 Your Rights: You have rights regarding your personal data including the right to access, correct, delete, or restrict processing. Contact us to exercise these rights.

22.6 Communication Consent: By providing your contact details, you consent to receive communications from us regarding your booking and our services. We will not send marketing communications without your explicit consent.

23. Complaints and Feedback

23.1 Complaints Procedure: If you are dissatisfied with any aspect of our service, please notify us as soon as possible, and in any event within 28 days of the journey.

23.2 How to Complain: Complaints should be submitted in writing (email or letter) to our registered office, including:

• Your name and contact details
• Booking reference number
• Date and time of journey
• Details of the complaint
• Any supporting evidence (photos, receipts, etc.)

23.3 Our Response: We will acknowledge your complaint within 48 hours and aim to provide a full response within 14 working days. If the matter requires further investigation, we will keep you informed of progress.

23.4 Resolution: We will investigate all complaints thoroughly and fairly, and where appropriate, offer remedies including refunds, partial refunds, or goodwill gestures.

23.5 Regulatory Complaints: If you remain dissatisfied after our complaints process, you may refer the matter to our licensing authority (TFL or Hertsmere Borough Council as applicable).

24. Jurisdiction and Governing Law

24.1 Governing Law: These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales.

24.2 Jurisdiction: The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

25. Changes to Terms and Conditions

25.1 Right to Modify: The Company reserves the right to amend these Terms and Conditions at any time. Updated Terms will be posted on our website and will apply to all bookings made after the date of posting.

25.2 Existing Bookings: Changes to these Terms will not affect existing confirmed bookings unless required by law or regulation.

25.3 Notification: Where material changes are made, we will endeavour to notify existing customers by email or other appropriate means.

26. Severability

26.1 If any provision of these Terms and Conditions is found by any court or regulatory authority to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

27. Entire Agreement

27.1 These Terms and Conditions, together with the Booking Confirmation and any other documents expressly referred to, constitute the entire agreement between the Company and the Customer and supersede all previous agreements, understandings, and representations.

27.2 No variation to these Terms shall be valid unless agreed in writing by an authorized representative of the Company.

28. Contact Information

Company Name: Citi Chauffeur Ltd

Licensing Authorities:

• Transport for London (TFL)
• Hertsmere Borough Council

Registered Office: 24 Heathcote Avenue, IG5 0QS

Contact Details:

• Telephone: 020 7112 8997
• Email: info@citichauffeur.com
• Website: citichauffeur.com

By making a booking with Citi Chauffeur Ltd, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Version: 1.0

Last Updated: July 20, 2025