Terms & Conditions

1. General Provisions

These Terms and Conditions govern all bookings made with GMH Chauffeur Service LTD, a licensed private-hire operator registered in England & Wales (Company Reg. No. 14076852, VAT No. 476951443). By making a booking, you agree to these Terms.

In these Terms, “GMH”, “the Company”, “us” or “we” refers to GMH Chauffeur Service LTD, and “the Client”, “you” or “passenger” refers to the person making the booking or travelling. All travel is pre-booked, chauffeur-driven private hire; we are not a taxi or ride-hailing service.

2. Bookings & Reservations

• We accept bookings 24 hours a day, 7 days a week, via our online booking form, by email, or through our mobile app.
• A booking is confirmed only once the Company has issued a written confirmation or email.
• While we welcome short-notice bookings, advance notice helps us secure your preferred vehicle, especially for weddings and peak dates.
• The Client must provide accurate pick-up and drop-off locations, timings, passenger numbers and contact details. We are not liable for issues arising from inaccurate information.
• The Company reserves the right to refuse or cancel any booking at its discretion.

3. Fares, Payment & Pricing

• All fares are confirmed at the time of booking as a clear, fixed price. We do not use surge pricing or hidden fees.
• Payment is required in full, or via an agreed deposit, at the time of booking.
• Accepted payment methods include credit and debit card, bank transfer and PayPal.
• Any outstanding balance must be paid prior to or at the start of the journey.
• Approved corporate-account clients are invoiced on agreed terms instead of paying per booking.
• Failure to pay may result in cancellation of the booking.

4. Hourly & As-Directed Hire

• Hourly and full-day hire is charged at a fixed rate per vehicle, per hour, confirmed at booking. A minimum booking duration applies.
• Time is charged from the scheduled pick-up time stated on your confirmation, not from when passengers enter the vehicle.
• Time beyond your booked hours is charged at the same hourly rate for your vehicle, billed in 15-minute increments.
• Hourly hire includes unlimited stops within the agreed area, with the chauffeur remaining at your disposal for the booked period.

5. Waiting Time

• For hotel, residential and office pick-ups, 15 minutes of complimentary waiting time is included.
• For airport collections, 1 hour of complimentary waiting time is included, and we monitor your flight in real time so the pick-up follows your actual landing.
• Waiting time beyond the complimentary period is charged in 15-minute increments at the vehicle’s hourly rate.

6. Cancellation, Amendments & Refunds

Our cancellation charges reflect the fact that a specific vehicle and professional chauffeur are reserved exclusively for your booking. Once allocated, we are unable to accept alternative work for that time. All cancellation timeframes are calculated from the scheduled pick-up time stated on your booking confirmation.

Standard Bookings

• You may cancel free of charge up until 6 hours before the scheduled pick-up time.
• Cancellations made within 6 hours of the pick-up time may incur a full journey charge.

Weddings & Special Events

• Deposits for weddings and special events are non-refundable once paid.
• Cancellations made with less than 7 days notice are charged at 100% of the total hire cost.

No-Show Policy

If passengers fail to meet the chauffeur and do not contact the Company within the complimentary waiting period, the booking is classed as a “No-Show” and 100% of the journey price is payable.

Amendments

Please contact our team as soon as possible to amend a booking. We will always try to accommodate changes, subject to availability. Significant same-day changes may be treated as a new booking.

Refunds & Exceptional Circumstances

Where a refund is due, it is processed via the original payment method, typically within 5 to 10 working days. The Company may, at its discretion, waive or reduce cancellation charges in exceptional circumstances beyond your control, such as flight cancellations; any such waiver must be confirmed by the Company in writing.

7. Chauffeur & Vehicle Standards

• Our chauffeurs are professionally trained, DBS-checked, vetted and smartly presented, and maintain high standards of conduct and discretion.
• Vehicles are fully licensed for private hire, comprehensively insured, clean and maintained to executive standards.
• Bookings are made by vehicle class (Business Class, First Class or Business Van), not by a specific make, model or colour. We guarantee the class booked, not a particular vehicle.
• The Company reserves the right to substitute a vehicle or chauffeur of equivalent standard in exceptional circumstances, with notice wherever possible.

8. Luggage & Capacity

• Passenger and luggage capacities differ by vehicle class and must be observed for safety. If you are unsure, please book a larger class.
• All luggage must fit securely in the boot. If luggage or passenger numbers exceed the booked vehicle’s capacity, we may be unable to carry it, and the booking fee remains payable.
• Indicative capacities: Business Class up to 3 passengers; First Class up to 3 passengers; Business Van up to 6 passengers. See Our Fleet for luggage details.

9. Passenger Conduct & Fitness to Travel

• Passengers must behave safely and respectfully. The chauffeur may refuse or end service if a passenger poses a threat to safety or public order, or is unfit to travel due to intoxication, with the standard cancellation policy applying.
• Smoking of any kind, including e-cigarettes and vapes, is strictly prohibited in all GMH vehicles.
• Passengers are responsible for any damage or excessive soiling caused to the vehicle. Specialist valet or cleaning fees may apply, typically between £50 and £150.

10. Child Seats & Special Requests

• Child seats are available on request. Please tell us the ages of any children at the time of booking so the appropriate seats can be arranged.
• Clients may request specific vehicles, chauffeurs or amenities. Such requests are subject to availability and confirmation, and we cannot guarantee them.

11. Client Responsibilities

• Clients must be ready at the scheduled pick-up time.
• The Company is not liable for delays caused by traffic, weather, flight delays or other events beyond our control.
• Clients are responsible for ensuring passengers comply with local laws, including seatbelt and child-restraint requirements.

12. Liability & Insurance

• All journeys are covered by comprehensive hire and reward insurance.
• The Company accepts liability for loss or damage to personal property only where caused by the negligence of the chauffeur or the Company.
• The Company is not responsible for consequential or indirect losses, or for missed appointments, connections or events.
• Our maximum liability is limited to the value of the booking paid.

13. Safety & Compliance

• All journeys are operated in compliance with UK road traffic and private-hire licensing law.
• The number of passengers carried will not exceed the licensed capacity of the vehicle.

14. Privacy & Data Protection

• Client data is processed in accordance with UK GDPR and the Data Protection Act 2018.
• Personal information is used only for booking, invoicing and communication purposes.
• Data is not shared with third parties for marketing without consent.

For full details, see our Privacy Policy.

15. Complaints

• Complaints should be submitted in writing within 14 days of the journey.
• The Company will investigate and respond within 14 days.

16. Governing Law

• These Terms are governed by the laws of England and Wales.
• The parties submit to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to These Terms

• GMH Chauffeur Service reserves the right to amend these Terms at any time.
• Updated terms apply to all bookings made after publication on this page.