Terms and Conditions

1. About us

Pace Chauffeurs provides pre-booked private hire and executive chauffeur travel. We are not a taxi service and cannot be hailed or accept journeys that have not been booked in advance.

2. Quotes and bookings

• Submitting the Request a Journey form is an enquiry, not a confirmed booking.
• Your booking is confirmed only when we send you a written confirmation by email or message.
• Please check your confirmation carefully. Tell us straight away if any detail is wrong — we cannot be responsible for a journey booked to incorrect details.

3. Prices and payment

• Prices are quoted per journey and include the vehicle, chauffeur and standard waiting time.
• Extra stops, route or destination changes and additional waiting time may be charged separately, and will be confirmed with you where possible.
• Payment terms are confirmed with your quote. Account terms are available for corporate clients on request.
• Airport parking, tolls, congestion and clean air charges are included in the quote unless stated otherwise.
• Gratuities are entirely at your discretion.

4. Flight delays and changes

Please give us your flight number when you book so we can track your arrival and adjust the pickup where we can. If your flight is diverted, cancelled or significantly delayed, contact us as soon as possible. Where a flight change makes the booking impossible for us to cover, we will tell you promptly and refund any payment for that journey.

5. Changes and cancellations

• To change or cancel a booking, contact us by phone, WhatsApp or email. Changes are subject to availability.
• Cancellation charges depend on how much notice you give and are confirmed with your booking.
• No-show, or cancellation after the chauffeur has been dispatched: the full fare.
• We may cancel a booking in exceptional circumstances, such as vehicle failure, severe weather, road closures or matters beyond our reasonable control. Where we do, we will try to arrange an alternative and will refund the fare for any journey we cannot provide.

6. Passengers and luggage

• Passenger and luggage capacity depends on the vehicle. Please tell us the correct numbers when booking — we cannot carry more passengers than the vehicle is licensed for, and a chauffeur may decline to carry excess luggage on safety grounds.
• Child seats can be arranged on request; please tell us the child's age and weight when booking.
• Luggage is carried at your own risk. Please check you have everything before leaving the vehicle; items found will be held for a reasonable period and can be collected or returned at your cost.
• Soiling or damage to the vehicle interior may be charged to cover cleaning and lost bookings.
• Assistance dogs are always welcome. Please tell us about other animals when booking.

7. Conduct in the vehicle

• Seat belts must be worn at all times.
• Smoking, including vaping, and the use of illegal substances are not permitted in our vehicles.
• Please ask before consuming food or drink.
• Our chauffeur may end a journey where behaviour is abusive, unsafe or illegal, and the full fare remains payable.

8. Our responsibility to you

We will carry out your journey with reasonable care and skill, and we plan every route to arrive on time. We cannot, however, accept responsibility for delays caused by traffic, road closures, weather, security alerts or other events outside our control, or for onward costs such as missed flights, trains or connections that result from them. Where you are travelling for a critical departure, please book with an appropriate margin and tell us the check-in time.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, our liability for any single journey is limited to the fare paid for it. We hold private hire insurance and public liability cover as required by our licence.

9. Complaints

If something goes wrong, tell us — email bookings@pacechauffeurs.co.uk or call 07446 615545 as soon as possible after the journey. We will acknowledge your complaint promptly and work with you to put it right.

10. Your privacy

How we handle your personal information is set out in our Privacy Policy.

11. General

We may update these terms from time to time; the version in force is the one published here when you confirm your booking. If any part of these terms is found to be unenforceable, the rest continues to apply. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Consumers keep the benefit of their statutory rights, including any right to cancel that applies to distance contracts.