Terms of Service

1. Booking and Confirmation

A booking is confirmed only when you receive a written confirmation from P5 Chauffeurs via email. It is your responsibility to ensure all booking details — including pickup address, destination, date, time, number of passengers, and luggage — are accurate. P5 Chauffeurs accepts no liability for errors arising from incorrect information provided at the time of booking.

2. Pricing and Payment

Fixed prices

All fares are fixed and confirmed at the time of booking. The price quoted is the price you pay — there are no surge charges, traffic supplements, or hidden fees.

Payment

Full payment is required at the time of booking. We accept all major credit and debit cards. Payment is processed securely by our PCI-DSS-compliant payment partner. Corporate accounts may be invoiced monthly by prior arrangement.

Additional charges

Additional charges may apply in the following circumstances:

• Significant route changes requested by the passenger during the journey
• Oversized or undeclared luggage requiring a vehicle upgrade
• Damage to a vehicle caused by the passenger
• Excessive waiting time beyond the complimentary waiting period (45 minutes for airport arrivals; 10 minutes for other pickups)

3. Flight Tracking and Waiting

For airport arrival transfers, we monitor your flight in real time. If your flight is delayed, your driver will automatically adjust their arrival time at no extra charge. The complimentary waiting time after landing is 45 minutes. Waiting beyond this period may be subject to an additional charge at our standard waiting rate.

For departure transfers, please allow adequate time to reach the airport. P5 Chauffeurs is not responsible for missed flights caused by insufficient time at booking or unforeseen traffic conditions.

4. Driver and Vehicle

P5 Chauffeurs will use reasonable endeavours to provide the specific vehicle class booked. In exceptional circumstances, we reserve the right to provide an equivalent or superior vehicle class without notice and without additional charge.

All our drivers are licensed by Transport for London (TfL), hold valid private hire driver licences, and have passed enhanced DBS checks. Vehicles are insured for hire and reward use.

5. Cancellations and Refunds

Passenger cancellations

• More than 24 hours before pickup: full refund
• Between 2 and 24 hours before pickup: 50% refund
• Less than 2 hours before pickup: no refund
• No-show: full fare charged

P5 Chauffeurs cancellations

In the unlikely event that P5 Chauffeurs must cancel a confirmed booking, we will provide as much notice as possible and issue a full refund of any payment made.

How to cancel

To cancel a booking, contact us by telephone on 020 7993 6739 or by email at admin@p5chauffeurs.co.uk. Cancellations must be acknowledged in writing to be valid.

6. Passenger Conduct

Passengers are expected to behave in a respectful manner towards drivers at all times. P5 Chauffeurs reserves the right to refuse service or terminate a journey without refund if a passenger:

• Is abusive, threatening, or violent towards the driver or others
• Is under the influence of alcohol or substances to a degree that poses a risk
• Engages in illegal activity during the journey
• Causes damage to the vehicle

Any damage caused to a vehicle by a passenger will be charged to that passenger, including a reasonable sum for lost earnings during any period the vehicle is off the road for repair.

7. Luggage & Passengers

Each vehicle has a stated passenger and luggage capacity. Passengers must not exceed the capacity of the booked vehicle class. P5 Chauffeurs is not liable for any items left in vehicles, lost, or damaged during transit.

Oversized or specialist luggage (e.g. bicycles, sports equipment, musical instruments) must be declared at the time of booking. We reserve the right to apply an additional charge or decline carriage where such items were not declared.

8. Liability

Our liability

P5 Chauffeurs carries appropriate motor insurance and public liability insurance as required by TfL licensing conditions. Our liability to you is limited to direct losses arising from our negligence or breach of contract. We do not accept liability for:

• Delays or failures caused by circumstances beyond our reasonable control (including traffic, extreme weather, or road closures)
• Loss of earnings, missed flights, or other consequential losses
• Personal property left in vehicles

9. Website Use

Our website is provided for your personal and non-commercial use. You must not use the website for any unlawful, fraudulent, or harmful purpose, or attempt to gain unauthorised access to any part of the website or its related systems.

10. Intellectual Property

All content on this website — including text, images, graphics, logos, and design — is the property of P5 Chauffeurs or its licensors and is protected by UK and international copyright laws. You may not reproduce any part of the website without our prior written consent.

11. Privacy

Your use of our services is also governed by our Privacy Policy, which is incorporated into these Terms by reference.

12. Changes to These Terms

We may update these Terms from time to time. The "Last updated" date at the top of this page indicates when the most recent revision was made. Your continued use of our services after any changes constitutes your acceptance of the revised Terms.

13. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact & Complaints

If you have a complaint about our services, please contact us in the first instance so we can try to resolve the matter directly. We take all complaints seriously and aim to respond within 3 working days.

We are regulated by Transport for London. Unresolved complaints may be referred to TfL's Private Hire Operator Licensing team.