Terms &
Conditions

Definitions

1. 1

   The following terms shall have the following meanings throughout these Terms and Conditions:

   • (i)"Event" means any journey, occasion, destination or activity for which Prestige Luxe Travel has been booked to provide transport services, including airport transfers, weddings, corporate travel, private hire and group travel. The duration of an Event shall be determined by the agreed booking details, including collection times, scheduled stops and final drop-off.
   • (ii)"Booking" means a request for transport services made through Prestige Luxe Travel by telephone, email, WhatsApp, website or another authorised communication method. A Booking becomes confirmed only when Prestige Luxe Travel has accepted the request, received the required deposit or agreed full payment, and issued written booking confirmation.
   • (iii)"Party" means the person making the Booking and all passengers travelling under that Booking, including any passengers travelling with the Booking Customer’s permission or knowledge. The Booking Customer is responsible for communicating relevant Terms and Conditions to their Party and for reasonable, legally recoverable costs arising from damage or misconduct caused by members of their Party, subject to applicable law.
   • (iv)"Deposit" means 30% of the total agreed booking price, payable to secure and confirm a Booking. The Deposit forms part of the total Price and is subject to the cancellation and refund provisions set out in Section 07 of these Terms and Conditions.
   • (v)"Price" means the total agreed cost of the transport service stated in the written booking confirmation. Additional charges, including waiting time, extra stops, parking or other agreed services, may apply only where permitted by these Terms and Conditions, properly disclosed and consistent with applicable law.
   • (vi)"Vehicle" means any suitable vehicle provided or arranged by Prestige Luxe Travel to fulfil a confirmed Booking, including vehicles operated by appropriately licensed and insured subcontractors. Any replacement vehicle shall comply with the requirements set out in Section 03 of these Terms and Conditions.

Bookings

1. 1

   Upon receiving a booking enquiry, Prestige Luxe Travel will provide a quotation for the requested journey or service.

   All quotations remain valid for 24 hours from the time of issue, subject to vehicle and driver availability.

2. 2

   A booking is only confirmed once Prestige Luxe Travel has received the required deposit and issued written booking confirmation by email or WhatsApp.

   Once confirmed, Prestige Luxe Travel agrees to provide the vehicle and driver for the journey at the agreed date, time and location, subject to these Terms and Conditions.

3. 3
   • (i)A part payment of 30% of the total booking price is required as a deposit to secure and confirm the booking. The deposit is subject to our cancellation policy in Clause 28.
   • (ii)

     The remaining 70% balance must be paid using one of the following methods:

     • —Bank transfer: Full outstanding balance payable at least 30 days before the scheduled departure.
     • —Cash on the day: Available during non-peak periods only, with prior written approval from Prestige Luxe Travel Ltd. The full outstanding balance is payable directly to the driver before any passengers board the vehicle.

     Where a booking is confirmed less than 30 days before departure, the payment deadline will be specified in the booking confirmation. Full payment terms are set out in Clause 26(ii).

   • (iii)Customers may alternatively pay 100% of the booking price in advance.
   • (iv)All outstanding balances must be settled before the journey commences.
   • (v)Prestige Luxe Travel reserves the right to withhold the service where the outstanding balance has not been paid, subject to the Cancellation Policy and applicable consumer law.
4. 4
   • (i)Where the required deposit has not been received, the booking will not be considered confirmed.
   • (ii)Where the remaining balance is not paid in accordance with the agreed payment arrangements (for example, an approved cash payment or a deadline set for a late booking), Prestige Luxe Travel reserves the right to withhold the service until payment is received.
   • (iii)Where a booking is cancelled because the balance was not paid by bank transfer by the 30-day deadline, all payments received will be refunded in full and no cancellation charges will apply, as set out in Clause 28(iii).
5. 5
   • (i)Prestige Luxe Travel accepts payment by bank transfer and, where expressly authorised under Clause 26(ii), cash, together with any additional payment methods expressly offered at the time of booking.
   • (ii)All payments must be made in Pounds Sterling (GBP).
6. 6
   • (i)Bookings are not transferable to another person without prior written agreement from Prestige Luxe Travel.
   • (ii)Any request to amend the journey date, time, pickup location, destination or passenger numbers must be submitted to Prestige Luxe Travel for approval.
   • (iii)Where an amendment results in additional mileage, driver time or other reasonable operating costs, an additional charge may apply. Any such charge will be communicated and agreed before the amendment is confirmed.
   • (iv)Prestige Luxe Travel will not materially change the agreed booking without the customer’s consent, except where permitted by law or reasonably necessary for safety or circumstances beyond the company’s control.
   • (v)Where a proposed change significantly affects the agreed service and is unacceptable to the customer, the customer will be entitled to any applicable refund or remedy required by law.

Our Obligations to You

1. 7

   Prestige Luxe Travel will make all reasonable efforts to provide the agreed service at the confirmed collection time and location.

   While every effort will be made to maintain punctuality, unforeseen circumstances such as severe traffic disruption, road closures, adverse weather, accidents or other events beyond our reasonable control may affect arrival times.

   Where necessary, Prestige Luxe Travel reserves the right to provide an alternative suitable vehicle, subject to these Terms and Conditions.

   Nothing in this clause removes the customer’s statutory rights where Prestige Luxe Travel fails to exercise reasonable care and skill.

2. 8

   Where operational circumstances require a vehicle substitution, Prestige Luxe Travel may provide an alternative vehicle of comparable or superior standard, with sufficient passenger and luggage capacity for the agreed booking.

   Where a materially different vehicle or service is proposed, the customer will be informed as soon as reasonably practicable and offered any remedy required by applicable law.

3. 9

   Prestige Luxe Travel reserves the right to subcontract all or part of a confirmed booking to a suitably licensed and insured transport operator where reasonably necessary.

   Any subcontracted operator must comply with applicable transport legislation and provide an appropriate vehicle and qualified driver.

   Prestige Luxe Travel will remain responsible to the customer for the contracted service, subject to applicable law.

   Any material changes to the agreed service will be communicated to the customer.

4. 10
   • (i)

     Airport Collections

     Prestige Luxe Travel provides 60 minutes of complimentary waiting time for airport collections, commencing from the flight’s actual landing time.

     Where passengers are not ready for collection after the complimentary 60-minute period, an additional waiting charge of £15 for each additional 15-minute period may apply.

   • (ii)

     Private Hire and Other Collections

     For private hire, events and all non-airport collections, passengers are expected to be ready at the agreed collection time.

     A complimentary waiting period of 15 minutes will be provided from the agreed collection time.

     Where passengers are delayed beyond this period, an additional waiting charge of £30 for each additional 15-minute period may apply.

   • (iii)

     Flight Delays of Two Hours or More

     Where a flight is delayed by two hours or more beyond its originally scheduled arrival time, Prestige Luxe Travel reserves the right to cancel the airport collection where the delay creates a genuine scheduling conflict with another confirmed booking or prevents the journey from being completed safely and lawfully.

     Prestige Luxe Travel will make reasonable efforts to accommodate the revised arrival time or arrange a suitable alternative vehicle or licensed operator where reasonably practicable.

     Where cancellation is necessary, the customer will be notified as soon as reasonably possible.

     Any refund will be handled in accordance with Clause 28(vi) of these Terms and Conditions. No customer cancellation charge will apply solely because Prestige Luxe Travel exercises its right to cancel under this clause.

   • (iv)

     Extended Waiting and Operational Restrictions

     Prestige Luxe Travel reserves the right to discontinue waiting where further delays would compromise passenger safety, legal driving-hour limits or other confirmed bookings, subject to applicable law.

   • (v)

     Flight Monitoring

     Prestige Luxe Travel will make reasonable efforts to monitor flight arrival information supplied by the customer and accommodate changes to arrival times, subject to operational availability.

     All waiting charges must be disclosed before booking and must be fair and proportionate to the additional waiting time and costs incurred.

     No additional waiting charges will apply where the delay is caused by Prestige Luxe Travel.

5. 11

   Prestige Luxe Travel is committed to delivering a professional, reliable and high-quality transport service.

   Customers are encouraged to report any concerns as soon as possible, preferably within 24 hours of completing their journey.

   Complaints should be submitted in writing to: info@prestigeluxetravel.co.uk

   All complaints will be reviewed fairly and responded to within a reasonable period.

   Failure to submit a complaint within 24 hours will not affect any statutory consumer rights.

In providing the Service, we will:

1. 12
   • (i)

     Select an appropriate and lawful route, taking into account the vehicle, journey requirements, road conditions, traffic and time of travel.

     Where a customer requests a particular route, this should be agreed before departure. Additional reasonable charges may apply where the requested route increases mileage, journey time or operating costs.

   • (ii)Make reasonable efforts to arrive at the agreed collection point and depart at the confirmed time, subject to traffic, weather, road closures and circumstances beyond our reasonable control.
   • (iii)

     Ensure all agreed collection points, destinations and scheduled stops are included in the confirmed booking price.

     Additional stops not included in the original booking will be accommodated only where operationally possible and agreed with the driver or Prestige Luxe Travel.

     An additional charge starting from £25 per unconfirmed stop may apply, depending on the distance, additional time and associated operating costs. The charge will be confirmed before the additional stop is undertaken.

   • (iv)Provide a professional, courteous and high-quality private transport service, ensuring that journeys are conducted safely, efficiently and in accordance with applicable transport regulations.

Your Obligations to Us

1. 13

   You agree to pay the required 30% deposit to secure your booking and settle the remaining 70% of the agreed booking price in accordance with our payment terms.

   The outstanding balance must be paid by bank transfer at least 30 days before the scheduled journey. Cash payment to the driver before boarding is available during non-peak periods only, with prior written approval from Prestige Luxe Travel Ltd. Full payment terms are set out in Clause 26(ii).

2. 14

   You must provide accurate and complete information regarding your journey, including collection addresses, destinations, collection times, scheduled stops, flight details where applicable, and any other requirements relevant to the service.

   Any changes must be communicated to Prestige Luxe Travel as soon as reasonably possible. Additional charges may apply where changes result in extra mileage, waiting time or operating costs, provided these are agreed in advance.

3. 15

   You must provide accurate information about the number of passengers travelling and inform Prestige Luxe Travel of any changes before the journey.

   The number of passengers must not exceed the confirmed booking capacity or the vehicle’s legally permitted passenger capacity.

   Additional passengers may only be accommodated with prior agreement and where sufficient seating capacity is available.

4. 16

   Passengers are responsible for ensuring their personal belongings and luggage are collected when leaving the vehicle.

   Personal belongings must not be left inside the vehicle between journeys or during events unless expressly agreed with Prestige Luxe Travel.

   Prestige Luxe Travel will take reasonable care of belongings entrusted to it but cannot guarantee the security of items left unattended without agreement.

   Nothing in this clause excludes liability arising from our negligence or any other liability that cannot lawfully be excluded.

5. 17
   • (i)

     Airport Collections

     Airport collections include 60 minutes of complimentary waiting time from the flight’s actual landing time.

     After this period, additional waiting charges of £15 for each 15-minute period may apply.

   • (ii)

     Private Hire and Other Collections

     Private hire, events and other non-airport collections include 15 minutes of complimentary waiting time from the agreed collection time.

     Where passengers are not ready after this period, an additional charge of £30 for each further 15-minute period may apply.

   • (iii)

     Extended Flight Delays

     Where a flight is delayed by two hours or more beyond its originally scheduled arrival time, Prestige Luxe Travel may cancel the airport collection if the delay creates a genuine scheduling conflict with another confirmed booking or prevents the journey from being completed safely and lawfully.

     Where Prestige Luxe Travel cancels under this provision, the refund arrangements in Clause 28(vi) will apply.

   • (iv)

     General Conditions

     Waiting charges must be disclosed before booking and must be fair and proportionate to the additional waiting time and costs incurred.

     Prestige Luxe Travel may discontinue waiting where further delays would compromise safety, legal driving-hour limits or other confirmed bookings, subject to applicable law.

     No waiting charges will apply for delays caused by Prestige Luxe Travel.

6. 18

   You must notify Prestige Luxe Travel as soon as reasonably possible of any delays, changes or circumstances that may affect the agreed collection time or journey arrangements.

   For airport collections, you must provide accurate flight details and notify us of any known flight changes.

   Prestige Luxe Travel will make reasonable efforts to accommodate changes, subject to vehicle and driver availability and existing confirmed bookings.

7. 19

   Prestige Luxe Travel may use vehicle tracking systems for operational, safety and journey management purposes, subject to applicable data protection law and our Privacy Policy.

   The agreed booking price covers the journey, destinations and scheduled stops stated in the booking confirmation.

   Where a customer requests an additional route, destination or diversion not included in the original booking, an additional mileage charge of £5 per additional mile may apply.

   Additional unconfirmed stops may also incur a charge starting from £25 per stop, depending on the extra distance, journey time and operating costs.

   All additional charges must be communicated to and agreed with the customer before the requested changes are undertaken.

   No additional mileage charges will apply solely because Prestige Luxe Travel or its driver chooses an alternative route for operational reasons, unless otherwise agreed with the customer.

You and Your Party Will:

1. 20

   You and all members of your Party agree to:

   • (i)Comply with all reasonable instructions issued by Prestige Luxe Travel or the appointed driver relating to passenger safety, vehicle operation and the proper conduct of the journey.
   • (ii)No animals or pets are permitted inside any Prestige Luxe Travel vehicle at any time, with the exception of assistance dogs where required by applicable UK law.
   • (iii)Not smoke or vape inside any vehicle at any time.
   • (iv)Not consume food or beverages inside any vehicle without prior permission from Prestige Luxe Travel.
   • (v)Take reasonable care to prevent damage to the vehicle, its fittings, equipment and interior.
   • (vi)Behave respectfully and responsibly towards the driver, other passengers and members of the public. Threatening, abusive, violent or dangerous behaviour will not be tolerated.
   • (vii)Ensure that all luggage and personal belongings are suitable for safe transportation and comply with applicable vehicle weight limits, luggage capacity and safety requirements.
   • (viii)Ensure that children are appropriately supervised and that passengers comply with applicable seatbelt and safety requirements.

   Prestige Luxe Travel reserves the right to refuse or discontinue transportation where passenger behaviour presents a genuine safety risk, subject to applicable law.

2. 21
   • (i)The person making and confirming the booking (the “Booking Customer”) agrees to accept financial responsibility for reasonable and legally recoverable cleaning or repair costs arising from damage caused deliberately or negligently by themselves or any passenger included in their booking.
   • (ii)This includes, but is not limited to, damage to seats, windows, doors, fixtures, fittings and vehicle equipment, as well as excessive soiling, vomiting or other contamination requiring specialist cleaning.
   • (iii)Where significant soiling requires specialist cleaning, a cleaning charge of £125 may apply, provided the charge reasonably reflects the cleaning costs and associated losses incurred.
   • (iv)Where the actual reasonable cost of cleaning or repairing the vehicle exceeds £125, Prestige Luxe Travel reserves the right to recover additional evidenced costs to the extent permitted by law.
   • (v)The Booking Customer will be notified in writing of any proposed charges, together with reasonable supporting evidence, such as photographs, cleaning invoices or repair quotations.
   • (vi)Payment of any properly established and undisputed amount shall be requested within seven calendar days of written notification. Any disputed charges will be reviewed fairly before further recovery action is considered.
   • (vii)Prestige Luxe Travel will not charge customers for ordinary wear and tear or damage arising from the company’s own negligence.
3. 22

   Prestige Luxe Travel Ltd understands that minor litter may occur during a journey. Small amounts of ordinary rubbish that do not cause staining, damage or excessive cleaning requirements will not incur any additional charge.

   • (i)

     Spillages, Stains & Excessive Soiling

     Any food, drink, alcohol or other substance spilled inside the vehicle that causes staining to the seats, carpets, flooring, upholstery or interior surfaces will incur a £125 minibus cleaning charge, where reasonable and justified by the cleaning required.

     This charge covers the additional cleaning and treatment necessary to restore the affected area.

     Where damage requires specialist repairs or replacement of interior components, Prestige Luxe Travel Ltd may recover reasonable additional costs supported by evidence.

   • (ii)

     Refundable Cleaning Deposit

     Where alcohol consumption has been approved in writing, a £100 refundable cleaning deposit is required before travel.

     If the vehicle is returned without staining, damage or excessive soiling, the deposit will be refunded following inspection.

     Where a £125 cleaning charge is justified, the £100 deposit will be applied towards that charge, leaving £25 payable by the customer.

   • (iii)

     Passenger Responsibility

     The Booking Customer is responsible for ensuring that all passengers respect the vehicle and may be held liable for reasonable cleaning and repair costs caused by their group, where legally recoverable.

4. 23
   • (i)Where additional charges arise under these Terms and Conditions, Prestige Luxe Travel will notify the Booking Customer in writing, specifying the amount claimed and the reason for the charge.
   • (ii)The Booking Customer shall be given a reasonable opportunity to review and dispute the proposed charge.
   • (iii)Prestige Luxe Travel may request payment by bank transfer or another agreed payment method.
   • (iv)Where a properly established amount remains unpaid, Prestige Luxe Travel reserves the right to pursue recovery through lawful means.
5. 24
   • (i)The individual making and confirming the booking (the “Booking Customer”) agrees to take responsibility for ensuring that all passengers included in their booking are informed of and comply with Prestige Luxe Travel’s Terms and Conditions.
   • (ii)By confirming the booking, the Booking Customer expressly agrees to accept financial responsibility for reasonable losses arising from damage, excessive soiling or misconduct caused by any passenger included in their booking, subject to applicable law.
   • (iii)

     This responsibility includes reasonable and evidenced costs relating to:

     • —Damage to the vehicle’s interior or exterior.
     • —Damage to seats, windows, doors, fixtures and equipment.
     • —Vomiting, excessive soiling or contamination requiring specialist cleaning.
     • —Deliberate vandalism or destruction of company property.
     • —Additional reasonable expenses directly resulting from passenger misconduct.
   • (iv)Where damage or excessive cleaning is required because of a passenger’s actions, Prestige Luxe Travel reserves the right to seek reimbursement from the Booking Customer for the reasonable and evidenced costs incurred, to the extent legally recoverable.
   • (v)The Booking Customer will be notified in writing of any claim, together with reasonable supporting evidence, and given an opportunity to dispute the amount claimed.
   • (vi)The Booking Customer’s responsibility shall not extend to ordinary wear and tear, losses caused by Prestige Luxe Travel’s negligence, or charges that are unlawful, disproportionate or otherwise unfair under applicable consumer protection law.
   • (vii)Nothing in this clause excludes or restricts any statutory rights or liabilities that cannot lawfully be excluded.

Children & Child Seats

1. 25
   • (i)

     Passenger Seating

     Every passenger, including babies and young children, must have their own allocated seat. Children are not permitted to travel on another passenger’s lap.

     All passengers must comply with applicable UK seatbelt and child restraint legislation.

   • (ii)

     Customer-Owned Child Seats

     Customers may bring their own child seats or booster seats, provided they are legally approved, suitable for the child and compatible with the vehicle’s seating and restraint systems.

     Holiday Child Seat Storage & Return – £25 Per Seat

     Where customers are travelling abroad or going on holiday and wish to leave their child seats or booster seats with Prestige Luxe Travel, a £25 storage and return charge per seat will apply.

     This service includes:

     • —Collection of the customer’s child seat following their outbound airport transfer.
     • —Secure storage of the child seat while the customer is away.
     • —Returning the same child seat during their pre-booked return airport transfer.

     The £25 charge applies to each child seat or booster seat stored.

     This service must be arranged and confirmed in advance and is subject to available storage capacity and a confirmed return transfer booking with Prestige Luxe Travel.

     Prestige Luxe Travel will take reasonable care when handling, storing and returning customer-owned child seats.

     Customer-owned child seats will not be used by other passengers during the storage period.

   • (iii)

     Responsibility for Child Safety

     Parents, guardians or accompanying responsible adults must ensure that children are appropriately supervised throughout the journey.

     Child seats must be correctly installed and used in accordance with the manufacturer’s instructions and applicable legal requirements.

     Prestige Luxe Travel Ltd reserves the right to refuse travel where a child cannot be transported safely or lawfully.

   • (iv)

     Vehicle Compatibility

     Not all child seats are compatible with every minibus.

     Customers must notify Prestige Luxe Travel Ltd of their child seating requirements before confirming their booking so that suitability can be checked.

     Where a requested child seat cannot be safely accommodated, we will inform the customer and discuss available alternatives before travel.

Payments & Cancellations

1. 26
   • (i)

     Booking Deposits

     A deposit of 30% of the total booking price is required to secure a reservation with Prestige Luxe Travel Ltd, unless alternative payment arrangements have been agreed in writing.

     A booking is only confirmed once the required deposit or full payment has been received and written booking confirmation has been issued by Prestige Luxe Travel Ltd.

     Once confirmed, the company allocates the necessary vehicle, driver and operating time to the booking. Other bookings that conflict with the reserved period may be declined.

   • (ii)

     Remaining Balance

     The remaining 70% of the total booking price must be paid using one of the following methods:

     • —Bank Transfer: The outstanding balance must be paid in full at least 30 days before the scheduled journey.
     • —Cash Payment: Cash payment to the driver on the day of travel, before passengers board the vehicle, may be permitted during non-peak periods only with prior written approval from an authorised member of Prestige Luxe Travel Ltd staff.
     • —Bookings Made Within 30 Days: Where a booking is confirmed less than 30 days before departure, the payment deadline will be specified in the booking confirmation. Full payment in advance may be required.

     Cash payments are not automatically available and must be expressly authorised by Prestige Luxe Travel Ltd.

     Where the outstanding balance is not paid by bank transfer by the 30-day deadline, the booking will be cancelled and all payments received will be refunded in full, as set out in Clause 28(iii).

   • (iii)

     Full Payment in Advance

     Prestige Luxe Travel Ltd may require full payment in advance for certain bookings, including weddings, corporate events, festivals, concerts, race days, peak travel periods and large group bookings.

     Any such requirement will be communicated before the booking is confirmed.

   • (iv)

     Refunds and Cancellation Charges

     Deposits and advance payments are subject to the cancellation policy in Clause 28.

     A deposit is not automatically forfeited in circumstances where retaining it would be unlawful or disproportionate to the company’s reasonable losses.

     Any payment processing or administration costs deducted from a refund must be lawful, reasonable and properly justified.

2. 27
   • (i)

     Resolving Payment Concerns

     Customers are encouraged to contact Prestige Luxe Travel Ltd directly if they have any concerns regarding payments, invoices or services provided.

     We will make reasonable efforts to investigate and resolve payment disputes promptly and fairly.

     Nothing in these Terms & Conditions prevents a customer from contacting their bank, payment provider or relevant authority, or exercising their statutory rights.

   • (ii)

     Unjustified Chargebacks

     Where a booking has been confirmed and the agreed service has been properly provided, the customer remains responsible for any outstanding payment lawfully due.

     Prestige Luxe Travel Ltd reserves the right to challenge incorrect, unjustified or fraudulent chargebacks.

     Where necessary, we may provide the relevant bank or payment provider with supporting evidence, including:

     • —Booking confirmations and invoices.
     • —Payment records.
     • —Customer correspondence.
     • —Journey and vehicle records.
     • —Other relevant evidence demonstrating that the service was authorised or provided.

     Any disclosure of personal information will be limited to what is reasonably necessary and permitted under applicable data protection law.

   • (iii)

     Recovery of Outstanding Payments

     Where a payment is lawfully owed, Prestige Luxe Travel Ltd may take reasonable and lawful steps to recover the outstanding amount.

     Any additional recovery costs will only be sought where legally recoverable.

   • (iv)

     Acceptance of Terms

     Customers must be given a reasonable opportunity to read and accept these Terms & Conditions before confirming their booking and making payment.

3. 28
   • (i)

     Customer Cancellation Requests

     All customer cancellation requests must be communicated in writing by email or WhatsApp.

     The cancellation date and time will be determined by when Prestige Luxe Travel Ltd receives the written cancellation request.

     The applicable cancellation period is calculated backwards from the scheduled departure time stated in the booking confirmation.

   • (ii)

     Vehicle Allocation and Reservation

     Once a booking is confirmed, Prestige Luxe Travel Ltd reserves a vehicle and allocates the necessary resources specifically for the customer’s journey. The allocated booking period is then unavailable for other customer reservations.

     Cancellation charges are intended to reflect the reasonable costs and losses arising from cancellation, including vehicle allocation, driver scheduling, administration and lost booking opportunities, taking account of any costs saved or losses reasonably avoided.

     All cancellation charges remain subject to applicable UK consumer protection law and will not exceed the company’s reasonable recoverable losses.

   • (iii)

     Customer Cancellation Policy

     The following cancellation charges apply as the company’s published cancellation schedule, subject to the requirement that charges are fair, proportionate and legally recoverable.

     Cancellations More Than 14 Days Before Travel

     • —The 30% booking deposit is retained, to the extent justified by the company’s reasonable losses.
     • —Any remaining balance already paid will be refunded.
     • —No additional cancellation charge will normally be payable.

     Cancellations Between 7 and 14 Days Before Travel

     Where written notice of cancellation is received between 7 and 14 days before the scheduled journey:

     • —The 30% booking deposit will be retained, subject to applicable consumer protection law.
     • —A further cancellation charge of up to 35% of the total booking price (equivalent to 50% of the outstanding 70% balance) may apply.
     • —The total cancellation charge will therefore not exceed 65% of the total booking price under this cancellation tier.
     • —Where the booking has been paid in full, the customer will receive a refund of at least 35% of the total booking price.
     • —Where the remaining balance has not yet been paid, including approved cash payments or late bookings, any applicable cancellation charge will become payable upon cancellation, to the extent legally recoverable.

     Cancellations Less Than 7 Days Before Travel

     • —A cancellation charge of up to 100% of the total booking price may apply.
     • —Where the full cancellation charge is justified, no refund will be payable.
     • —Where the booking has not been paid in full, the customer may remain liable for the outstanding amount, to the extent legally recoverable.

     Balance Not Paid by the 30-Day Deadline

     Where the remaining balance due by bank transfer is not received by the 30-day deadline set out in Clause 26(ii), the booking will be cancelled and the deposit, together with any other payments received, will be refunded in full. The cancellation charges in this clause and any other cancellation charges in these Terms and Conditions do not apply in these circumstances.

   • (iv)

     Fair Application of Cancellation Charges

     Cancellation charges are intended to compensate Prestige Luxe Travel Ltd for genuine losses resulting from cancelled bookings. They are not intended to operate as penalties.

     When applying cancellation charges, the company will take account of:

     • —The amount of notice provided.
     • —Vehicle and driver commitments already made.
     • —Unavoidable operating or third-party costs.
     • —Lost opportunities to accept alternative bookings.
     • —Costs saved because the journey will not take place.
     • —Any replacement booking secured for the reserved period.

     Where the published cancellation charge exceeds the company’s reasonable recoverable loss, it will be reduced accordingly.

     Nothing in this policy limits the customer’s rights under the Consumer Rights Act 2015 or other applicable law.

   • (v)

     Changes to Confirmed Bookings

     Customers who wish to change the date, time, destination or other details of a confirmed booking must contact Prestige Luxe Travel Ltd as soon as possible.

     We will consider changes subject to vehicle availability, driver availability and operational requirements.

     Changes may result in a revised quotation or reasonable additional charges, which will be explained before the customer agrees to proceed.

     Where operationally possible, Prestige Luxe Travel Ltd may agree to transfer an existing deposit to a future booking. Any such arrangement will be confirmed in writing.

   • (vi)

     Cancellation by Prestige Luxe Travel Ltd

     Prestige Luxe Travel Ltd may need to cancel a confirmed booking in exceptional circumstances, including:

     • —Vehicle breakdown or mechanical failure.
     • —Driver illness or unexpected unavailability.
     • —Serious safety concerns.
     • —Severe weather conditions.
     • —Legal or regulatory restrictions.
     • —Other circumstances that prevent the service from being provided safely or lawfully.

     Where reasonably possible, we will attempt to arrange a suitable alternative vehicle or properly licensed transport provider.

     If Prestige Luxe Travel Ltd cancels the service and cannot provide an acceptable alternative, all payments received for the cancelled service will be refunded in full.

     This does not exclude any additional rights or remedies available to the customer under applicable law.

   • (vii)

     Refund Processing

     Approved refunds will normally be processed within 5–10 working days after the amount has been agreed, using an appropriate payment method.

     Where the law requires an earlier refund, the applicable legal deadline will be followed.

4. 29
   • (i)

     Special Event Reservations

     Bookings for weddings, concerts, festivals, race days, sporting events, corporate functions, school transport and other high-demand occasions may require additional planning and dedicated vehicle allocation.

     Prestige Luxe Travel Ltd may require full payment in advance or agree specific booking arrangements for these services.

   • (ii)

     Special Booking Conditions

     Where special payment, scheduling or cancellation conditions are necessary, they will be clearly communicated to the customer before the booking is confirmed.

     Any special conditions must be fair, reasonable and consistent with applicable consumer protection law.

   • (iii)

     Extended Vehicle Reservations

     Where a vehicle is reserved for an extended period, the booking quotation will specify the agreed service, including any waiting time, additional stops or other relevant arrangements.

     Requests for additional services outside the original booking may incur extra charges, subject to agreement and operational availability.

5. 30
   • (i)

     Parking Arrangements

     Where a vehicle is required to remain at a venue, event location or other destination for an extended period, suitable and lawful parking arrangements may be necessary.

     The customer is responsible for providing accurate information about any parking facilities or restrictions at the agreed location.

     Where the customer has agreed to arrange parking, they must ensure the facilities are suitable for the size and type of vehicle booked.

   • (ii)

     Parking Charges

     Parking, entry, waiting or venue access charges not included in the original quotation may be payable by the customer where they have been clearly disclosed and agreed in advance.

     Any unavoidable additional charges arising during the journey will be explained where reasonably practicable.

   • (iii)

     Parking Restrictions

     Prestige Luxe Travel Ltd and its drivers will comply with applicable parking, road traffic and safety regulations.

     Drivers cannot be required to park illegally, obstruct traffic or remain in an unsafe location.

     Where parking is unavailable or restricted, a suitable alternative collection or waiting point may need to be agreed.

   • (iv)

     Extended Waiting Time

     Waiting time beyond that included in the confirmed booking may result in additional charges.

     The applicable waiting charges are set out in Clauses 10 and 17 and will be disclosed before the booking is confirmed. Where additional waiting is requested during the journey, it will be agreed with the customer before it is provided, where reasonably practicable.

     All waiting arrangements remain subject to driver-hours regulations and operational safety requirements.

6. 31
   • (i)

     Journey Times

     Prestige Luxe Travel Ltd will make reasonable efforts to arrive at the agreed collection point on time and complete journeys according to the confirmed booking arrangements.

     Estimated journey durations and arrival times may be affected by road, traffic and other operating conditions.

     Unless expressly agreed otherwise in writing, estimated arrival times are not guaranteed.

   • (ii)

     Traffic and External Disruptions

     Delays may occur due to circumstances including:

     • —Traffic congestion and road accidents.
     • —Road closures and diversions.
     • —Police or emergency service activity.
     • —Severe weather.
     • —Public demonstrations or major events.
     • —Airport, ferry or transport disruptions.
     • —Other circumstances outside our reasonable control.

     Prestige Luxe Travel Ltd will take reasonable steps to minimise disruption and communicate significant changes where practicable.

   • (iii)

     Vehicle Breakdowns and Operational Problems

     If a vehicle develops a mechanical problem or becomes unavailable, Prestige Luxe Travel Ltd will take reasonable steps to arrange a suitable replacement or alternative transport where possible.

     We will not knowingly operate a vehicle that is unsafe or does not meet applicable legal requirements.

   • (iv)

     Events Beyond Reasonable Control

     Neither party will be responsible for a failure or delay in performing contractual obligations to the extent caused by circumstances genuinely beyond that party’s reasonable control, subject to applicable law.

     Where such circumstances substantially prevent the agreed service from being provided, Prestige Luxe Travel Ltd will discuss reasonable alternatives, including rescheduling or refunds where required.

   • (v)

     Customer Rights

     Nothing in this section excludes or restricts liability that cannot lawfully be excluded, including liability arising from a failure to exercise reasonable care and skill or other rights protected by UK consumer law.

Limitation of Liability

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   • (i)Prestige Luxe Travel will exercise reasonable care and skill in providing all transport services and will take reasonable steps to ensure journeys are carried out safely and professionally.
   • (ii)

     Subject to applicable law, Prestige Luxe Travel will not be responsible for losses or additional costs arising solely from:

     • —Acts, omissions or misconduct of the customer or members of their Party.
     • —Failure by the customer or their Party to comply with these Terms and Conditions.
     • —Inaccurate or incomplete booking information supplied by the customer.
     • —Delays caused by severe weather, unexpected road closures, major traffic disruption, accidents involving third parties or other circumstances genuinely beyond our reasonable control, where Prestige Luxe Travel has exercised reasonable care and skill.
     • —Failure to attend flights, events, appointments or other engagements where the failure was caused by circumstances for which Prestige Luxe Travel is not legally responsible.
   • (iii)Prestige Luxe Travel will take reasonable steps to minimise disruption and inform customers of significant delays or changes where reasonably practicable.
   • (iv)

     Where a flight is delayed by two hours or more beyond its originally scheduled arrival time and this creates a genuine conflict with another confirmed booking, Prestige Luxe Travel may cancel the airport collection in accordance with Clause 10(iii).

     Where cancellation occurs, the refund provisions in Clause 28(vi) will apply.

   • (v)Nothing in this clause excludes liability for losses caused by Prestige Luxe Travel’s negligence, breach of contract or failure to exercise reasonable care and skill where such liability cannot lawfully be excluded.
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   • (i)Customers are responsible for providing accurate booking details, including collection addresses, destinations, dates, times, flight information, passenger numbers and any special requirements.
   • (ii)Prestige Luxe Travel will not be responsible for delays or service failures caused solely by materially incorrect or incomplete information supplied by the customer, provided we have exercised reasonable care and skill.
   • (iii)Where incorrect information results in additional mileage, waiting time or operational costs, reasonable additional charges may apply in accordance with Clauses 10, 17 and 19, subject to prior disclosure and agreement where required.
   • (iv)Where materially incorrect information prevents the journey from being completed safely or lawfully, Prestige Luxe Travel may be unable to provide the service. Any cancellation charges or refunds will be determined in accordance with Section 07 and applicable law.
3. 34
   • (i)Passengers are responsible for taking reasonable care of their personal belongings, including luggage, electronic devices, valuables and other possessions.
   • (ii)Prestige Luxe Travel will not be responsible for personal belongings lost, damaged or left behind where the loss or damage was not caused by our negligence, breach of contract or other legally actionable conduct.
   • (iii)Any belongings discovered inside a Prestige Luxe Travel vehicle after a journey will, where reasonably practicable, be secured and held for a period of up to 30 days, subject to applicable law.
   • (iv)Customers should contact Prestige Luxe Travel as soon as possible to report missing belongings.
   • (v)Reasonable arrangements may be made for collection or return of recovered belongings. Any agreed delivery or postage costs will be the customer’s responsibility.
   • (vi)Where belongings remain unclaimed after 30 days, Prestige Luxe Travel may take reasonable steps to dispose of or otherwise deal with them, subject to applicable law and any required notice. Items requiring special handling, including identification documents or potentially hazardous items, may be dealt with sooner where legally appropriate.
   • (vii)Nothing in this clause excludes liability that cannot lawfully be excluded.
4. 35
   • (i)Prestige Luxe Travel will not be liable for losses that are not reasonably foreseeable consequences of a breach of contract or failure to exercise reasonable care and skill, except where otherwise required by law.
   • (ii)Where a customer suffers a loss arising from a failure by Prestige Luxe Travel to provide the agreed service, any refund, compensation or other remedy will be assessed in accordance with the circumstances, these Terms and Conditions and applicable UK law.
   • (iii)

     Prestige Luxe Travel does not exclude or restrict liability for:

     • —Death or personal injury caused by negligence.
     • —Fraud or fraudulent misrepresentation.
     • —Failure to exercise reasonable care and skill where liability cannot lawfully be excluded.
     • —Breach of statutory consumer rights.
     • —Any other liability that cannot legally be excluded or restricted.
   • (iv)Nothing in these Terms and Conditions limits a customer’s right to seek any refund, compensation or other remedy available under applicable law.
   • (v)Where Prestige Luxe Travel cancels a confirmed booking, the refund arrangements in Clause 28(vi) will apply, without prejudice to any additional statutory rights.

Miscellaneous

1. 36
   • (i)Prestige Luxe Travel reserves the right to update, amend or revise these Terms and Conditions from time to time to reflect changes in business operations, applicable legislation, regulatory requirements or service arrangements.
   • (ii)Any amendments will be published on our official website at www.prestigeluxetravel.co.uk.
   • (iii)The Terms and Conditions in effect at the time a booking is confirmed will apply to that booking, unless both parties expressly agree otherwise or a change is required by applicable law.
   • (iv)Where a proposed amendment materially affects an existing confirmed booking, Prestige Luxe Travel will notify the customer as soon as reasonably practicable. Material changes will not be imposed unilaterally where doing so would be unfair or contrary to applicable law.
2. 37
   • (i)Nothing in these Terms and Conditions shall exclude, restrict or otherwise affect any statutory rights or legal remedies available to customers under applicable UK consumer protection legislation.
   • (ii)Prestige Luxe Travel will provide its services with reasonable care and skill and in accordance with applicable laws and regulations.
   • (iii)Where any provision of these Terms and Conditions is found to be unlawful, invalid or unenforceable, that provision shall be treated as ineffective to the extent required by law, without automatically affecting the validity of the remaining provisions.
   • (iv)Any refunds, cancellation charges, compensation or other remedies will be determined in accordance with these Terms and Conditions and applicable law.
3. 38
   • (i)These Terms and Conditions, together with any booking agreement entered into with Prestige Luxe Travel, shall be governed by and interpreted in accordance with the laws of England and Wales.
   • (ii)Any dispute arising from a booking or the provision of transport services shall be subject to the jurisdiction of the courts of England and Wales, except where applicable consumer protection laws entitle the customer to bring proceedings in another competent court.
   • (iii)Nothing in this clause shall prevent either party from seeking to resolve a dispute amicably before commencing legal proceedings or restrict any legal rights that cannot lawfully be excluded.

Images on This Website

1. 39

   Some images displayed on the Prestige Luxe Travel website have been created, modified or enhanced using artificial intelligence (AI) and digital design tools.

   These images are used for illustrative and promotional purposes to represent the style, presentation and standard of service we aim to provide.

   Certain photographs displayed in our fleet gallery may feature real vehicles. Where AI-generated images are used, they should not be interpreted as confirmation that the exact vehicle pictured is owned, operated or available for hire by Prestige Luxe Travel Ltd.

   We intend to introduce more photographs of our actual vehicles and services as our business develops.

2. 40

   People appearing in AI-generated images, including those used to illustrate weddings, corporate travel, group journeys and other services, are fictional representations.

   Unless expressly identified as genuine photographs, these images do not depict actual customers, employees, drivers or representatives of Prestige Luxe Travel Ltd.

3. 41

   Vehicles shown on our website are intended to illustrate the types of passenger transport services we offer.

   The vehicle provided for a booking may differ in make, model, colour, exterior appearance, branding, seating layout or interior specification from vehicles shown in promotional images.

   We will provide a vehicle suitable for the confirmed booking, with the agreed passenger capacity and any specifically agreed accessibility requirements or essential features.

   Where a particular vehicle or feature has been expressly guaranteed in writing, we will honour that agreement or discuss an appropriate alternative with the customer.

   The details confirmed in your quotation and booking confirmation take precedence over general promotional images.

4. 42

   Images featuring airports, hotels, wedding venues, stadiums, landmarks and other destinations are used for illustrative and promotional purposes only.

   Their appearance on our website does not imply any official partnership, sponsorship, affiliation, approval or endorsement by the owners or operators of those locations, unless expressly stated.

5. 43

   Prestige Luxe Travel Ltd makes reasonable efforts to ensure that images and descriptions on our website provide a fair representation of our services.

   However, illustrative images should not be relied upon as a guarantee of a particular vehicle, interior design, facility or service feature unless expressly included in the customer’s confirmed booking.

   Nothing in this section excludes or limits any rights customers may have under applicable UK consumer protection legislation.