Terms of use & cancellation

The Chauffeur Line is an enquiry service. We collect journey details and pass them to a TfL-licensed private hire operator, who confirms the price, the vehicle and the driver with you directly.

We do not, on this site:

• take payment or hold card details;
• employ drivers or dispatch vehicles;
• form a contract of carriage with you; or
• confirm a booking. Only the operator can do that.

Submitting the form is a request for a quote. You have no booking until the operator confirms one, and nothing on this site should be read as a confirmed car.

Prices are set by the operator, not by us, and are quoted as a fixed price for the journey described. A fixed price holds through traffic and reasonable diversions. It does not cover changes you make to the journey after it is confirmed — extra stops, a different drop-off, additional passengers or luggage that needs a larger vehicle — or third-party charges such as airport car park fees, tolls, the Congestion Charge or ULEZ where those apply and were not part of the quote. Any change is re-quoted before it is charged.

Waiting time beyond the free allowance is chargeable at the rate the operator states when they confirm. For flight arrivals the allowance starts from the actual landing time, not the scheduled one, provided you gave us the flight number.

Cancellation terms are set by the operator and stated in writing when they confirm your booking. Those terms are the ones that apply. As a guide to what to expect:

• Standard transfers — cancelling more than 24 hours before the pickup normally costs nothing. Inside 24 hours a charge may apply, and inside 3 hours, or once a driver is en route, the full fare usually does.
• Prestige and wedding cars — booked on longer notice periods, often with a deposit, because the car is held for your date and cannot be resold at short notice.
• Multi-car events and minibuses — cancelled against the run sheet agreed in advance, which sets out the notice period for each vehicle.
• A no-show — where nobody arrives and there has been no contact, is charged as the full fare plus any waiting time.

To cancel or change anything, contact the operator on the details in your confirmation. Telling us as well is helpful but is not itself a cancellation, because we cannot cancel a booking we did not make.

The operator is responsible for the journey: the vehicle, its licensing and insurance, the driver, timekeeping, and anything that happens during the trip. Claims about a journey are made against the operator, under their terms and their insurance.

Our responsibility is limited to passing on your enquiry accurately and promptly. We are not liable for the operator's acts or omissions, for a missed flight or appointment, or for any indirect or consequential loss. Nothing here limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

Please do not submit enquiries you do not intend to proceed with, use another person's details without their knowledge, or send automated traffic to our forms. The forms are rate-limited and abusive submissions are blocked.

Vehicle photographs are indicative of class and finish rather than of a specific car, and named models are examples of a class unless the page says the car is confirmed by model and registration — which it does for the First Class cars.

Child seats are supplied with notice and at no extra charge, but they must be requested at enquiry with the children's ages, as the correct seat is a legal requirement rather than an upgrade. Wheelchair-accessible vehicles and assistance dogs can be arranged; tell us at enquiry so the operator allocates a suitable vehicle.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Nothing here affects your statutory rights as a consumer.

Questions about these terms: [email protected]. See also our privacy policy.