Legal Services
TERMS & CONDITIONS
1. Introduction
X Chauffeurs Limited (hereafter referred to as “we,” “us,” or “our”) is a minicab company based in London, offering premium airport transfer services, corporate executive travel and other executive transport services. These Terms and Conditions govern the use of our services. By using our services, you agree to comply with these Terms and Conditions.
2. Contact Information
Business Name: X Chauffeurs Limited
Website : www.xchauffeurs.com
Email Address: info@xchauffeurs.com
Contact Number : +442071236609
Address: 93-101 Greenfield Road, Unit 1.02 East London Business Centre, London, United Kingdom, E1 1EJ
3. General
X Chauffeurs Limited reserves the right to amend these Terms and Conditions at any time for quality testing and development purposes. Any changes will be posted on our website and anyone effected by these changes will be notified within 14 days of the updated Terms & Conditions. Continued use of our services implies your acceptance of the revised Terms and Conditions.
X Chauffeurs Limited (hereinafter referred to as “the Operator”) agrees to contract directly with passengers (hereinafter referred to as “the Passenger”) for the provision of private hire journeys.
By booking a journey with X Chauffeurs Limited, the Passenger acknowledges and agrees that the Operator is the principal contracting party responsible for providing the requested journey.
All journeys must be pre-booked. The vehicle may have additional bookings scheduled after your trip. Extra time is at the drivers discretion, so please schedule additional hours in advance to prevent inconvenience.
We strictly prohibit loud music inside our vehicles for safety reasons and to ensure the drivers focus on driving.
Alcohol consumption is not allowed in our vehicles without prior permission. Customers are responsible for any damages caused by spilling on seats or other vehicle surfaces.
Under no circumstances are drugs permitted in our vehicles. Drivers have the right to remove any passenger under the influence of drugs. No refunds will be provided, and the customer will bear full responsibility for the entire trip.
X Chauffeurs Limited is regulated by Transport of London (TfL) and complies with all applicable regulations, including but not limited to Regulation 9(14) of the Private Hire Vehicles (London) Act 2000, which requires operators to contract directly with passengers for private hire journeys.
4. Contract of Service and Changes to Offers
All conditions of the contract apply to services arranged by X Chauffeurs Limited.
These contractual terms may be amended by X Chauffeurs Limited from time to time, and any updated terms will be communicated to customers.
X Chauffeurs Limited will notify customers of the contractual relationship and responsibilities at the time of booking and through its communications channels.
Additional fees may apply after booking and the start of the service, such as extra hours, additional stops, extra mileage, waiting time, car parking, and address changes.
Hourly bookings must conclude in the same city as the start of the service. An additional charge may apply if it ends in a different city.
Customers can select from various vehicle classes and packages as shown on our webpage. Customers may choose to upgrade to a higher-class vehicle based on availability, with payment adjusted accordingly.
Bookings must be made with a minimum notice period:
London: At least 4 hours
Outside London (within the UK): At least 6 hours
Child seats must be requested in advance, specifying the child’s age and seat type needed.
Prior permission is required for passengers traveling with animals. Guide dogs will not be refused. Other animals will be accepted based on prior agreement.
Luggage and seating capacity are set out on our webpage. Additional luggage may incur extra charges if space is available. Similarly, additional passengers may be refused if it compromises safety.
5. Delays
In cases of extreme weather conditions, unavoidable traffic delays, GPS navigation errors, or other unforeseen circumstances, X Chauffuers and its drivers are not responsible for any financial losses incurred by customers, including missed meetings, hotel bookings, flight delays, or connecting flights
6. Penalties and No-Show Policy
Any penalties, such as parking tickets resulting from customer actions without prior approval, will be charged to customers.
In case a reserved vehicle becomes unavailable due to mechanical failure or other reasons, a substitute vehicle of a similar class will be provided.
No show Policy
Airport pickups: A passenger is considered a no-show if not contacted within 90 minutes.
Corporate and train pickups: A passenger is considered a no-show if not contacted within 30 minutes.
All other pickups: A passenger is considered a no-show if not contacted within 15 minutes.
7. Cancellations
Cancellations must be made at least 24 hours prior to the pickup time.
Cancellations can be made via phone or email.
For more information including how to cancel, please see our cancellation policy.
8. Changes to Booking
Changes to the destination can be made during the ride, and extra mileage costs will apply accordingly.
9. Behaviour in the Vehicle
Passengers must adhere to safety rules and laws:
- Keep doors closed while the vehicle is moving.
- Do not throw objects from the vehicle.
- Do not stick body parts out of the vehicle.
- Do not shout from the vehicle.
- Smoking is prohibited within the vehicle
Any physical or verbal abuse, threats, harassment, or behaviour that endangers the driver, vehicle, or other passengers will not be tolerated.
Passengers under the influence of alcohol or drugs may be refused travel.
10. Lost Property
Lost items will be returned to the operating centre and can be retrieved by contacting your driver or the office. Delivery costs for lost items will be paid by the customer. Please see our lost property policy for further details.
11. Complaints
In case of a complaint about our services, please seek a solution with the driver or contact our company. For full details on how make a complaint and how we will process the same, please see our complaints policy.
12. Payments
Payments can be made via most major credit cards over the phone or via email payment link. Charges incurred due to different currencies or local accounts will be the responsibility of the customer.
Payment for extras added during the journey will be debited 24-48 hours after the trip.
Invoices will be sent after journey completion. For journeys with added extras the invoice will be sent within 24-48 hours after completion.
Customers may be required to show credit cards with ID if deemed necessary.
Extra charges apply for deviations from the original route or additional stops. Any extensions to a booking will be subject to the driver’s decision.
No cash payments will be accepted.
13. Damages to Vehicles by Customers
Customers are responsible for valeting or repair charges for any soiling or damage to the vehicle’s interior or exterior caused by them.
Failure to pay for damages may result in legal action.
14. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
15. Contact Us
If you have any questions or concerns regarding these Terms and Conditions or our services, please contact us at info@xchauffeurs.com
Last Updated: 09/05/2024
LOST PROPERTY POLICY
1. Introduction
2. Definition of Lost Property
‘Lost property’ is a broad term used to identify items that do not belong to the drivers operating under X Chauffeurs and have been left (accidentally or otherwise) in our vehicles.
‘Lost property’ also relates to an item which has been reported lost in one of our vehicles but has not been found by or handed in to a driver.
For the purposes of this document lost property is separated into three classifications:
(a) Perishable items.
(b) Low value, non-perishable items.
(c) Valuable items.
If a driver is unsure about the value of an item (and therefore which
processing method to follow), advice should be sought from the
management.
3. Finding and reporting lost property
The purpose of our lost property policy is to reunite lost belongings to their owners. Wherever possible, items should be returned to the passengers/customers who have lost them.
Drivers should thoroughly check their vehicle once a journey has been completed to ensure that items have not been left behind by the passenger. Where an item has been found, in the first instance, the driver should contact the previous passenger to enquire as to whether they are missing any items.
All items of lost property are to be secured and stored away from other passengers until the driver is able to hand the item over to the owner or the relevant member of staff located at X Chauffeurs office address and should be recorded on the “Lost Property – Item Found” form attached to this document.
If a passenger reports an item lost within one of our vehicles a “Lost Property – Item Reported Lost” form should be completed. A full description of the item(s) should be obtained, details of where and when the item was lost, approximate time and date and any distinguishing marks to support proof of ownership. The passenger reporting the loss should be given an emailed copy of the form.
4. Procedures for valuable items
Items of lost property such as wallets and purses, handbags and luggage should be searched in an attempt to find some identifying information. This should always be done in the presence of at least another person where possible.
Where debit/credit/other similar cards are found and the owner/passenger cannot be traced within an hour, the phone number printed on the back of the card(s) should be used to report the find to the issuing bank/company. On their advice the card should either be shredded or posted back to the relevant bank/company. All details are to be recorded on the “Lost Property – Item Found” form.
When bags are searched for any information, contents should be itemised as part of the item description on the “Lost Property – Item Found” form.
Cash:
Any cash that is found or handed in to a driver should be counted by in the presence of another person again where possible. If the cash is in note form then the serial number of each note should be recorded and documented. All cash sums should be placed in a sealed security bag and be secured in the vehicle until it can be safely deposited to the offices of X Chauffeurs. All details are to be recorded on the “Lost Property – Item Found” form.
Mobile Phones:
On receipt of a mobile phone handed in or found by a driver as lost property, (providing the phone is switched on) an attempt by the driver should be made to contact someone in the address book of the mobile phone.
Some people may, in their address book, have a contact under the name ICE (in case of emergency).
If successful, the driver should request that the person answering the phone give a name of the owner and if possible an alternative contact number or address. The driver can also ask the person answering the call to inform the owner that their phone is in the driver’s possession.
Once contact has been made the phone (if switched on) should be turned off and be kept in a secure place. All details are to be recorded on the “Lost Property – Item Found” form.
Other valuable items:
Such items including cameras, headphones, jewellery and anything else found by a driver or another passenger should be immediately placed into a safe location and all details are to be recorded on the “Lost Property – Item Found” form
5. Recording Lost Property
Every attempt should be made to contact passengers who have used the service that day to try and reunite any lost property with its owner.
The relevant form should be completed, and a full description of the item(s) should be obtained, date the item was found, details of the vehicle including registrations number, description of the car and any distinguishing marks to support proof of ownership. Details of any attempts to return the item to the owner/passenger should be recorded and whether the attempt was successful or not.
All completed lost property forms should be retained in a file kept at the office of X Chauffeurs.
6. Retention Periods for Lost Property
Perishable items (foodstuffs, liquids) are to be kept until the end of the driver’s working day on the day the items were found (or less as deemed appropriate per individual case). After this time any unclaimed items should be disposed of safely.
Non-perishable and valuable items are to be kept for three calendar months in order to allow rightful owners/passengers time to claim their property.
At the start of each month, a member of staff should review the items that have been held from three calendar months previously. Non valuable items which remain unclaimed are to be disposed of either by donation to a charity or the items should be destroyed.
An itemised receipt should be obtained from the charity shop which should then be filed with the relevant lost property form.
Valuable items should be transferred to the responsibility of the Police, who will then hold and dispose of these items under the terms of their own lost property policy. Forms relating to these items should be updated to reflect this transferral.
Any unclaimed cash should be donated to a charity of choice. A receipt for the amount of cash donated should be obtained from the Charity and the form should be updated to show this change.
For record purposes it is important that the rightful owner signs, dates and supplies an address on the lost property form when collecting the item. This personal information is to be taken and protected in accordance with Data Protection legislation.
All records relation to lost property will be retained for a period of 12 months.
7. HOW TO REPORT LOST PROPERTY
If you wish to report lost property , please contact the operator (X Chauffeurs Limited) by: Telephone: +442071 236609 Email Address: info@xchauffeurs.com Download the form her.
CANCELLATION POLICY
1. Introduction
Our goal is to provide a high quality service to all our customers and passengers. No-shows, late arrivals and cancellations are an inconvenience not only to our drivers but to our other customers as well.
When you book your journey with X Chauffeurs Limited, our company policy is that the fee for each booking will be taken in advance.
2. Cancellation timeframe
When a booking is made, we are holding space on our driver’s calendar. In order to be respectful to our drivers, it is requested that if you must cancel your journey you must do so with at least 3 days notice. This will enable our driver to be scheduled to take alternative bookings and provide an excellent service to our other customers.
Where a booking has been cancelled within 24 hours, 15 % of the agreed fee will be returned to the customer/passenger.
Where a cancellation has been made with less than 24 hours notice, we will be unable to schedule our drivers to another booking at such short notice. Bookings which are cancelled within this period will therefore not be entitled to a refund.
Passengers who do not show up for their booking without a call to cancel or without explanation will be considered a ‘no show’ and will not be entitled to a refund. Where a passenger/customer cancels or is a no show more than 3 times in 12 months they will be denied any future bookings.
We understand that special unavoidable circumstance may cause you to cancel within 24 hours. Fees in this instance may be refunded but only with management approval.
3. Cancellations or changes by us and Force Majeure
Except where otherwise expressly stated in this policy, X Chauffeurs Limited will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or our subcontractors could not, even with all due care, foresee or avoid.
These events can include but are not limited to, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural disaster and all similar events outside of our control.
If we, the company, cancels a booking as a result of the above, it shall have no liability to the client or intended passenger where we have used all reasonable endeavours to fulfil the booking and to notify the client and passenger of the cancellation
4. How to cancel your booking
If you need to cancel your booking, please contact X Chauffeurs Limited on:
Telephone:+442071 236 609 or +447940449404
Email: info@chauffeurs.com
If necessary you may need to leave a voicemail, please provide relevant details and a member of staff will be in contact with you as soon as possible.
General Data Protection Regulation (GDPR) Policy
X Chauffeurs Limited has a responsibility to protect the privacy of passengers.
We use the information that we collect lawfully (As per the Data Protection Act 1998). We gather information to provide better service. We do not use personal information for marketing purposes unless you have given us your consent.
You have the full right to request a copy of all the information that we hold about you. We would like to make sure to keep your personal information up to date. You may ask us to correct or remove information if you think is inaccurate. If you don’t like to receive such information you may opt-out at any time and have a right to stop us from contacting you for marketing purposes.
We collect information like personal details of the passenger like name, address, mobile number, and email address. We never ask for any sensitive information without your consent.
Data protection is the process of safeguarding important information from corruption, compromise, or loss. Also, about taking care of our drivers and clients and ensuring that we are respecting their privacy.
Data Protection Principles
Data protection compliance is based largely on a set of principles.
The six GDPR principle says that:
- Whatever you do with people’s information has to be fair and legal. This includes making sure that they know what you are doing with the information about them
- When you obtain information, you must be clear about why you are obtaining it, and must then use it only for the original purposes.
- You must hold the right information for your purpose: it must be adequate, relevant, and limited to what is necessary.
- Your information must be accurate and where necessary up to date.
- You must not hold information longer than necessary.
- You must have appropriate security to prevent your information from being lost, damaged, or getting into the wrong hands.
Marketing
We would like to convey the information about our service. If you don’t like to receive such information you may opt-out at any time and have a right to stop us from contacting you for marketing purposes.
How do we collect and use your information?
Depending upon the nature of our business, we may collect different information, and these differences are defined below.
Customers
We collect and use your information when you provide it to us mainly to provide access to our services and products. It helps us to improve our offerings to you and for certain other purposes. We collect personal data when you complete the form for us via our website www.xchauffeurs.com or by phone, and email.
Employees and Drivers
We collect information relevant to our legal obligations as an employer or as a driver. This information may include your name, telephone number, and email address, in addition, to address, bank account details, licensing information, and details relating to criminal convictions and other information which is required as part of our screening and vetting processes.
Why we need your details
We need your details to make sure we are able to fully assist you with any inquiries or requested services. We do not collect any personal information from you if not required or necessary for the service.
What we do with your details
The personal data we collect from you is only processed in the UK and EU areas. Third parties will have access to your personal data only when they are under contract and following the signature of a non-disclosure agreement. These third parties include:
- Customers, Employees, Drivers, and Suppliers
- Your data will be disclosed to the drivers in order to complete your requested service.
- Transport for London (upon receipt of a proper and justified request). Police and other regulatory authorities (upon receipt of a proper and justified request).
How long your data will be store with us
Service user personal data will be retained for no more than 12 months following each use of our service unless you exercise your rights highlighted below.
Your details are collected when you visit our app, website and the resources that you access, as well as the details of transactions you perform through our website while bookings. As per Transport for London Authority, we are obliged to retain journey records for a period of 12 months as a condition of our contract. Similarly, we are required to keep any complaint from the customer, lost property logs, and account query records for the same period of time. Employee data, driver data, and financial data will be retained for 12 months from the end of their contract with X Chauffeurs Limited.
DRIVER AND PASSENGER WELFARE POLICY
1. Aim of this policy
X Chauffeurs recognises the value of its drivers and customers and strives to ensure the safety and welfare of all those who work for and use our taxi firm.
It is a requirement that all of our drivers are licensed with the appropriate authority. These documents will be reviewed every 6 months and before any driver or front facing staff commence their employment with X Chauffeurs they will be required to provide a basic DBS check.
We also acknowledge that our driver’s safety and wellbeing is parament to providing an effective service.
2. Being a safe passenger
A passenger in a vehicle is a risk. Passenger actions can lead to serious issues on the road or to the driver. Our Drivers need to concentrate and not to be distracted. We encourage all our passengers to follow these helpful tips below to ensure a safe journey for all:
- wear a seat belt at all times.
- be a ‘good passenger’, for example, support the driver in ensuring that other passengers act responsibly, keep the radio volume at a reasonable level and don’t channel jump.
- try to keep all interactions to a reasonable level – the more people in the car, the more distractions there may be from conversations, music, people using mobile phones.
- if you pay attention to the road you will be able to see when a driver may need to concentrate more and could help the driver’s focus by, for example, pausing a conversation or turning down the radio.
- at night, don’t turn on interior lights while the car is moving as this can affect the driver’s night vision.
- don’t be a ‘back-seat driver’ – you can give the driver helpful information but refrain from being negative or giving a critical or ‘witty’ commentary on how they are driving.
If you are concerned about a driver’s behaviour at any point in the journey but are concerned about their reaction should you raise these concerns X Chauffeurs have a contact telephone number that passengers can txt or telephone with their concerns (see complaints procedure).
If you do feel comfortable to engage with the driver, they should highlight any concerns immediately so the driver and rectify the issue.
3. Passenger Welfare
All our customers will receive a confirmation email or txt upon completion of the booking. This will include a link to the website where all our policy and procedures can be found together with full details of the driver, vehicle make and model, registration number and contact details for X Chauffeur.
A further automated email will be sent immediately prior to the pick up to further confirm the relevant information.
All drivers will be required to carry their Drivers Licence issued by the relevant authority and should show this to all passengers who request to see it before entering the vehicle.
X Chauffeur has a robust complaints procedure and this will be made available to customers so that they can alter management of any concerns they may have or issues they have experienced. Our company ethos is to provide outstanding service and feedback is an important part of improvement.
A direct telephone number will be manned 24/7 so that should any passenger find themselves in an unsatisfactory position with one of our drivers they can alert management immediately.
Where a passenger feels they are in an unsafe situation they are advised to contact the emergency services.
4. Being a safe driver
Being a driver of a vehicle does come with a certain level of risk, therefore being a driver for others increases that risk. Many things can make driving a challenge, but we encourage all our drivers to adhere to the following safe driving tips to ensure as much as possible the safety of all those within one of our vehicles:
- Always keep your eyes on the road and your hands on the wheel.
- Don’t multi-task, like talking, drinking, or fiddling with the stereo, entertainment, or navigation system.
- Wear your seat belt.
- Drive at the speed limit.
- Obey all traffic signs.
- Keep enough distance between you and the car in front of you to avoid an accident.
- When you take a new medicine, ask your doctor or pharmacist about side effects. Some can affect your driving.
- If you have glasses or contact lenses, make sure you have a current prescription and wear them while driving.
- Don’t wear sunglasses or tinted lenses at night.
Any driver found to be under the influence of drink or drugs will be dismissed instantly.
All our drivers are required to keep their driving licence issued by the relevant authority with them at all times. This Licence should be shown to any passenger or authorised officer immediately upon request.
If a driver feels that a passenger is behaving in a manner which makes the journey unsafe, they must pull over when safe to do so and address the issue with the passenger and contact management.
5. Driver Welfare
Our driver’s health and wellbeing is of paramount importance to ensure that we offer a safe and elite service to all. Therefore, we have in place various measures to support our drivers.
All drivers will be limited to working no more than 10 hours a day and they must have regular stops during journeys were permitted and in between pickups. These hours and breaks are mandatory across the whole company.
The drivers will have direct contact with the management of X Chauffeur and have regular 1-2-1’s to ensure that any issues or concerns are identified early and can be addressed. This includes the ability to raise concerns about passengers.
Our drivers also have the ability to make complaints and raise issues about passenger behaviour which will be investigated the same way as a complaint about one of our drivers. We need to ensure that their work environment is not compromised.
COMPLAINTS POLICY
1. COMPLAINT POLICY
This policy is designed to outline X Chauffeurs approach to complaints received about the company and its drivers.
This policy is non-exhaustive, and the operator may take additional, alternative, or different steps set out within the policy. This policy is for information only and is subject to change without notice.
1.1 COMPLAINT PROCESS
1.2 HOW TO MAKE A COMPLAINT
If you wish to make a formal complaint, please contact the operator (X Chauffeurs Limited) by:
Telephone: +442071 236609
Email Address: info@xchauffeurs.com
Download the form her.
Full details of the complaint will be taken, and it may be beneficial to leave contact details and follow up the following day or more convenient time for both parties.
1.3 DIFFICULT OR CHALLENGING BEHAVIOUR
Our drivers are expected to treat individuals with courtesy and respect. Similarly, we expect our drivers to be treated the same way. We have a duty to protect the welfare and safety of our drivers and where individuals behave unacceptably or unreasonably, we will refer matters to the management or to a relevant agency such as the Police.
2. STAFF PROCESS
LET THE COMPLAINANT EXPLAIN AND LISTEN CAREFULLY
When a customer or any member of the public wishes to make a complaint on the phone or via email, you must concentrate solely on what the person is telling you. Make notes of the key facts and their concerns so you may fill out the Complaint Report Form.
Do not interrupt the complainant, stay calm, in control and avoid defensive reactions. If the complainant is particularly difficult, stay composed, be positive and helpful.
Where you have a difficult person complaining whilst with a driver, it may be more suitable to provide them with the relevant contact details set out in this policy and request that they speak with management the following day. Alternatively take a contact telephone number for management to contact them.
In a supportive but concerned tone of voice you can demonstrate you are actively listening and empathetic to the complainant.
ACKNOWLEDGE, THANK AND APOLOGISE TO THE COMPLAINANT
At the appropriate time during the conversation acknowledge the complainant’s perspective, and the difficulties the issue may have caused them.
Thank the complainant for bringing this matter to your attention. This demonstrates that you are concerned and want to assist them and resolve the matter.
You may also need to empathise with the complainant concerning the failure to deliver the level of service expected, if appropriate. By saying ‘sorry’ you are again demonstrating to the complainant that you are genuinely apologetic that this has happened to them and showing that you wish to put things right.
Try not to argue and be defensive and do not acknowledge that an error has occurred until the matter has been investigated.
ASK QUESTIONS AND SUMMARISE YOUR UNDERSTANDING
If a complainant is angry, ask their permission to ask questions prior to doing so. This allows you to collect all of the facts needed to understand what has happened and to identify how best to resolve the situation.
Ask a combination of open (“what”, “how”, “who”, “why”, “where” and “when”), as well as closed questions (for example, “did you?”, “is he?”).
Finally, summarise your understanding back to the complainant to ensure you are clear of the facts and that you have included these in the complaint form. In addition, give the complainant the opportunity to share any further facts they may have omitted.
EXPLAIN THE ACTIONS YOU WILL TAKE AS A RESULT OF THEIR COMPLAINT
Ensure that you only commit to the steps you have the authority to take. For example, explain what you will either pass the matter to management or you will personally investigate and undertake to resolve the complaint.
Advise them how you will investigate the matter and include a generalised timeframe for when you will get back to them.
Remember to be realistic about timescales and do not over promise. If you need to escalate to management, explain to the complainant who will be in contact with them, their name and position within the company.
If you can resolve the matter at the point the complaint is made, explain to the complainant how this will be done and what measures you are talking.
FEEDBACK
Ask the customer what they expect as an outcome and explain what you may be able to do to rectify the situation.
Where appropriate, ask the customer if there is anything further that you could do at this stage to help them.
RECORD THE COMPLAINT
Immediately record the details on the Complaint Report Form which can be found attached to this Policy. Including what measures are to be taken to investigate the matter and as much detail as possible.
Retaining these forms allows the Operator to see patterns emerge over time. Numerous complaints about a particular process or service might indicate that changes need to be made.
ACTION THE AGREED NEXT STEPS AND FOLLOW UP
If the matter was not resolved when the complaint was made and you need to follow up with the complaint, record your attempts and the outcomes achieved at each attempt.
Complaints are to be responded to promptly and handled objectively.
Ensure that all further actions have been taken and all promises made to the complainant have been met. Provide a confirmation when everything has been done, and sign-off the matter as resolved on the Complaint Report Form.
REVIEW PREVENTATIVE MEASURES
The director of the company will review Complaint Report Forms on a continual basis to determine any measures that will be implemented to minimise the risk of similar occurrences in the future.