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LONDONCRUISE‑TRANSFERS.COM

Terms & Conditions

Effective Date: 14 December 2025

  1. General

These Terms and Conditions apply to all bookings and services provided by Londoncruise‑transfers.com. By confirming a reservation, you (“the client”) acknowledge and agree to be bound by these terms in full.

  1. Bookings & Payments
  • Bookings may be made via email, telephone, or through our website.
  • Full payment or a 20% non‑refundable deposit is required at the time of booking unless otherwise agreed.
  • Balance to be paid 8 weeks before travel
  • We accept all major credit and debit cards.
  • All prices are quoted in GBP, with no hidden fees.

2.1 Bookings & Payments for Coaches

  • Full payment or a 35% non‑refundable deposit is required at the time of booking unless otherwise agreed.
  • Balance to be paid 8 weeks before travel
  1. Cancellations & Refunds
  • 28+ days before travel: 80% refund
  • 2–7 days before travel: 50% refund
  • Within 24 hours or no‑show: Charged in full
  • Refunds are processed within 7 business days.

3.1. Coach Cancelations and Refunds

  • Cancellation by Hirer

If the hirer wishes to cancel any agreement the following scale of charges will apply in relation

  • to the total hire charge.
  • Notice given Charge
  • 30 days or less 50%
  • 7 days or less 75%
  • Under 24 Hours 100%
  1. Service Standards
  • We operate a fleet of premium Mercedes‑Benz vehicles, including our flagship Mercedes V300.
  • All chauffeurs are licensed, insured, and trained to deliver a refined, discreet, and professional service.
  • Vehicles are meticulously maintained and stocked with complimentary amenities to enhance your journey.
  1. Client Responsibilities
  • Clients must ensure all booking details are accurate, including pickup time, location, and passenger numbers.
  • Any amendments must be communicated promptly.
  • Clients are responsible for any damage caused to the vehicle by passengers.
  1. Delays & Liability
  • We cannot be held liable for delays caused by traffic, weather, or circumstances beyond our control.
  • In the unlikely event of a vehicle breakdown, we will make every reasonable effort to provide a suitable replacement.
  • Our liability is limited to the value of the booked service.
  1. Waiting Time Policy
  • Airport and cruise terminal collections include 120 minutes of complimentary waiting time from the confirmed landing or docking time.
  • Additional waiting time is charged at the standard hourly rate, billed in 15‑minute increments.
  • If no contact is made within the waiting period, the booking may be treated as a no‑show.
  1. Airport, Port & Station Meet‑and‑Greet
  • Your chauffeur will meet you in the designated arrivals area with a personalised name board unless otherwise agreed.
  • Accurate flight or ship details must be provided by the client.
  • We monitor flights and ships for delays; however, diversions or last‑minute changes must be communicated immediately.
  • Additional parking charges may apply depending on airport or port policies.
  1. Child Seats & Safety Equipment
  • Child seats are available upon request at the time of booking.
  • Clients are responsible for requesting the correct seat type for the child’s age, height, and weight.
  • If using your own child seat, installation and removal are the client’s responsibility and then the client must take there child seat with them.
  • We comply with UK child seat regulations; however, clients remain responsible for ensuring compliance when travelling with children.
  1. Vehicles & Conduct
  • We reserve the right to substitute the booked vehicle with one of equal or greater standard if required.
  • Passengers are responsible for any damage caused during the journey.
  • We may refuse service to passengers under the influence of alcohol or drugs.
  • Smoking is strictly prohibited in all vehicles.
  • While we take care of your belongings, we cannot accept liability for lost items.
  • All vehicles are comprehensively insured; however, clients are advised to ensure personal belongings are covered by their own insurance.
  1. Luggage
  • We are not liable for damage to luggage; claims should be made through your travel insurance.
  • Luggage size and weight restrictions will be confirmed when your itinerary is issued.
  1. Additional Pickups, drop‑offs & Route Changes
  • Additional stops or detours may incur extra charges.
  • Route changes that increase journey time or mileage will be billed accordingly.
  • Passenger numbers must not exceed the vehicle’s legal capacity.

12.1. Route and Time Variation for Coach Service

  • The Company reserves the right to levy additional charges for additional mileage or time to that agreed. The charges will be pro-rata to the cost of the original hire or £100.00 per hour or part thereof, whichever is the higher, if a second driver is needed to take over a service, then an additional charge of £180.00 will also be applied in addition to the hourly rate.

The vehicle will depart at times agreed by the hirer, and it is the responsibility of the hirer to account for all passengers at those times. The Company will not accept liability for any losses incurred by passengers who fail to follow instructions given by the hirer.

  1. Surcharges

Additional charges may apply for:

  • Bank holidays
  • Out‑of‑hours services (typically 22:00–05:00)
  • Extra mileage beyond the agreed itinerary

Where possible, surcharges will be communicated at the time of booking.

  1. Accessibility
  • We aim to accommodate passengers with mobility needs wherever possible.
  • Clients must inform us in advance if assistance is required or if mobility aids (e.g., wheelchairs) will be carried.
  • Not all vehicles can accommodate all mobility equipment; we will advise on suitable options at the time of booking.
  1. Lost Property Procedure
  • Items found in our vehicles will be logged and stored securely for up to 30 days.
  • Clients are responsible for arranging collection or delivery of lost items.
  • We do not accept liability for items left behind in vehicles.
  1. Complaints Escalation
  • If a complaint cannot be resolved through our standard process, clients may request escalation to a senior manager.
  • We aim to provide a written response within 7 business days.
  • Clients may also contact Transport for London (TfL) for matters relating to licensing or regulatory compliance.
  1. Complaints & Feedback
  • We welcome feedback and aim to resolve all concerns promptly and professionally.
  • Please direct any issues to admin@londoncruisegroup.com.
  1. Force Majeure

We are not liable for failure to perform our obligations due to events beyond our reasonable control, including but not limited to:

  • Severe weather
  • Natural disasters
  • Strikes or industrial action
  • Government restrictions
  • Major traffic incidents
  • Acts of terrorism

In such circumstances, we will make every reasonable effort to fulfil the booking or provide an alternative solution.

  1. Conduct & Safety
  • Smoking, alcohol consumption, and illegal substances are strictly prohibited.
  • We reserve the right to refuse service to any passenger whose behaviour is disruptive or unsafe.
  1. Private Hire Vehicle Operator Guidelines
  • As a licensed private hire operator, we enter a direct contract with you upon booking.
  • We comply fully with the Private Hire Vehicles (London) Act 1998, ensuring all bookings and transportation services are managed responsibly and legally.
  1. Amendments to Terms
  • We reserve the right to update or amend these Terms and Conditions at any time.
  • The version in effect at the time of booking will apply to that booking.
  • Updated terms will be published on our website.
  1. Privacy & Data Protection
  • We respect your privacy and process all personal data in accordance with UK GDPR.
  • Information collected during booking is used solely for service delivery and internal administration.
  1. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Guidance for London Private Hire Vehicle Operators: Contracts with Passengers

Operator Londoncruise-transfers.com

Introduction Following the Divisional Court’s judgment1 given on 6 December 2021, in order to operate lawfully, under the Private Hire Vehicles (London) Act 1998 (the 1998 Act) a licensed operator who accepts a booking from a passenger is required to enter as principal into a contractual obligation with the passenger to provide the journey which is the subject of the booking.

It is contrary to London private hire vehicle (PHV) operators’ statutory role, and against the interests of public safety, for London PHV operators to transfer responsibility for the provision of private hire services onto others, such as drivers. In order to comply with the 1998 Act, London PHV operators must therefore contract directly with passengers and must do so on their own behalf as opposed to on behalf of someone else (e.g. a driver).

Contracting with passengers as “principal” means that operators must be legally responsible for the provision of the journey (or transportation services). Prescribed licence condition We have prescribed a licence condition to ensure all London PHV operators are aware of their obligation to enter into a contract with the passenger as principal, where a passenger makes a booking, and their responsibilities under that contractual relationship. Regulation 9(14) of the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000 (the 2000 Regulations) provides that: “The operator shall enter into a contractual obligation as principal with the person making the private hire booking to provide the journey which is the subject of the and any booking such contractual obligation must be consistent with the 1998 Act and these Regulations.”

Purpose of this guidance

We recognise that compliance with the obligation as confirmed in Regulation 9(14) of the 2000 Regulations (referred to in the rest of this note as “the obligation”) may require changes to how operators organise themselves and do business. The purpose of this guidance is to assist operators with their consideration of whether change(s) are required to comply with the obligation and what those change(s) might be. However, the guidance has no legal effect in or of itself and it is a matter for individual operators to make their own decisions as to what they need to do to ensure compliance with the obligation. We also recognise that making changes to the contractual arrangements between operators and their passengers and drivers.

PHV Operator( Londoncruise-transfers.com) with written contracts

For an operator that have written contracts, there are no fixed rules concerning what those contracts should say in order to be compliant, but they must be consistent with the 1998 Act and the 2000 Regulations, and in particular the obligation to provide the journey that is the subject of a booking. We would be likely to consider an operator to be compliant with the obligation if the written contract and the way in which the operator provides its services:

a) makes it clear that the London PHV operator is responsible for both accepting the booking as well as the provision of the journey (this is referred to by some operators and referred to in the rest of this guidance as the “transportation services”);

b) states that a contract is created between the operator and the passenger for the booking as well as the provision of the transportation services.

c) refers to fares for the journey being collected by the operator or collected by the driver on behalf of the operator, including arrangements where the driver acts as the agent for the operator in collecting fares;

d) makes it clear that only the operator can cancel a booking with a passenger, (although the driver may reject an offer from the operator to carry out a particular journey); and

e) makes it clear that liability in relation to the transportation services belongs to the operator.