Terms and Conditions | Luxury Travel Edge

1. Introduction

1.1. Welcome to Luxury Travel Edge ("we," "us," "our"). These Terms and Conditions ("Terms") govern the use of our premium chauffeur and travel services ("Services").
1.2. By accessing or using our Services, you agree to comply with and be bound by these Terms. If you do not agree with any part of these Terms, please do not use our Services.
1.3. Luxury Travel Edge acts solely as a booking agent on behalf of licensed private hire operators, including those licensed by Transport for London (TfL) or other relevant UK licensing authorities. All bookings are fulfilled by licensed and insured operators who provide professional chauffeur-driven vehicles in full compliance with local regulations." Our registered business address is: 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London W1T 6EB. We work remotely, so visits are by appointment only.

2. Definitions

2.1. Client: The individual or entity booking and utilizing our Services.
2.2. Service: The provision of chauffeur and travel services by Luxury Travel Edge's supplier.
2.3. Vehicle: The luxury automobile provided for client transport by Luxury Travel Edge's supplier.
2.4. Chauffeur: Chauffeur: The professional driver supplied by Luxury Travel Edge's supplier.

3. Booking and Confirmation

3.1. All bookings are subject to availability and must be made in advance.
3.2. Bookings can be made through our website, phone, or email.
3.3. A booking is only confirmed upon receipt of a confirmation email from us, which will include the details of your reservation.
3.4. It is the client's responsibility to check the confirmation email for accuracy and inform us immediately of any discrepancies.

4. Payment Terms

4.1. Full payment is required at the time of booking unless otherwise agreed upon in writing.
4.2. We accept all major credit cards, bank transfers, and other payment methods as indicated on our website.
4.3. Any additional charges incurred during the service, such as tolls, parking fees, or waiting time, will be billed to the client.
4.4. In case of any payment issues, we reserve the right to cancel the booking.
4.5 Credit card surcharges charged by the payment gateway will be added to the client's bill.

5. Cancellation Policy

5.1. Cancellations made more than 48 hours before the scheduled service are eligible for a full refund.
5.2. Cancellations made between 24 and 48 hours before the scheduled service are eligible for a 50% refund.
5.3. Cancellations made less than 24 hours before the scheduled service are non-refundable.
5.4. Short notice bookings cancellation is 100% chargeable.
5.5. In case of no-shows, the full booking amount will be charged, and no refund will be issued.

6. Client Responsibilities

6.1. The client must provide accurate and complete information at the time of booking.
6.2. The client must ensure timely arrival at the designated pick-up location.
6.3. The client is responsible for any damage to the Vehicle caused by the client or their guests.
6.4. The client must comply with all applicable laws and regulations while using our Services.
6.5. The client is expected to behave in a respectful manner towards the chauffeur and the Vehicle.
6.6. The client must be available to receive calls / email/ message from the driver or company regarding booking status updates, including pick-up reminders or changes.
6.7. In the event of no response from the client to driver or company calls, the company or driver reserves the right to mark the booking as a passenger no-show and apply the full booking charge.
6.8. The client must check for personal belongings before leaving the Vehicle. If any personal belongings are left in the Vehicle and the client requires them to be delivered, charges will apply based on the distance and time required for the delivery.

7. Chauffeur Responsibilities

7.1. The chauffeur will arrive at the pick-up location at least 5 minutes before the scheduled time.
7.2. The chauffeur will drive safely and adhere to all traffic laws and regulations.
7.3. The chauffeur will maintain a professional demeanour and deliver exceptional customer service throughout the journey.
7.4. The chauffeur will assist with the client's luggage and ensure the Vehicle is clean and comfortable.

8. Liability

8.1. We are not liable for delays caused by factors beyond our control, such as traffic, weather conditions, or road closures.
8.2. We are not liable for loss or damage to personal belongings left in the Vehicle.
8.3. Our total liability for any claim arising from or related to our Services is limited to the amount paid by the client for the booking.
8.4. We shall not be liable for any indirect, incidental, or consequential damages arising out of or in connection with the use of our Services.

9. Privacy

9.1. We respect your privacy and are committed to protecting your personal information.
9.2. Please review our Privacy Policy for details on how we collect, use, and protect your information.
9.3. By using our Services, you consent to the collection and use of your information as outlined in our Privacy Policy.
9.4. We may use your contact information to send you service-related communications, promotional offers, or surveys. You can opt-out of receiving promotional emails at any time.

10. Complaints

10.1. We strive to provide excellent service to our clients. If you have any complaints or concerns regarding our Services, please contact us promptly.
10.2. You can submit your complaint via email only.
10.3. We endeavour to acknowledge receipt of your complaint within 24 hours of receiving it during our business hours.
10.4. We will investigate your complaint thoroughly and provide a response within 48 to 72 hours from the time of receipt.
10.5. Our response will include a detailed report of our findings and any actions taken to address the issue.

11. Insurance

11.1. No insurance coverage is provided by Luxury Travel Edge. It is the client's sole responsibility to arrange and maintain appropriate insurance coverage for themselves, their guests, and any personal property during the use of our Services.

12. Our Experience in the Industry

12.1. With over 15 years of experience in the travel arrangements industry, we specialize in providing first-class travel solutions for our clients. Our commitment to excellence continues to grow, delivering high-level service every step of the way.

13. Who is Luxury Travel Edge Ltd.?

13.1. Luxury Travel Edge Ltd. is a travel consultancy and premium travel accommodations platform. Clients can visit our website to book airport transfer services in London and globally. Upon booking, Luxury Travel Edge Ltd. arranges a licensed private hire operator to provide a chauffeur-driven vehicle, ensuring a professional and seamless travel experience.

14. Third-Party Service Providers

14.1. Luxury Travel Edge utilizes various third-party providers who holds a TFL Operator Licence or similar counsil operator licence by their authourties to offer us PCO registered chauffeur-driven vehicles for our clients' needs. All service providers / Operators contracted by Luxury Travel Edge are fully licensed and registered with us.
14.2. Details regarding the assigned driver and vehicle will be provided to the client at least 4 hours before the scheduled service.
14.3. Third-party supplier / operator information will be disclosed to the client upon request, provided there is a valid reason directly related to the service. Requests must be made with the consent of the third party involved and are subject to approval by Luxury Travel Edge.

15. VAT Declaration

Luxury Travel Edge Ltd, Registered in England & Wales, is a non-VAT registered company; therefore, the company does not charge VAT.

16. Change of Vehicle Type

16.1. While Luxury Travel Edge strives to provide the agreed-upon vehicle type for every booking, in some cases, such as unavailability or unexpected breakdown, we may need to substitute the vehicle with a similar or upgraded model.
16.2. If a change in vehicle type is necessary, we will inform the client as soon as possible and provide details of the alternative vehicle.
16.3. Even if any change in vehicle is administered from our end, we ensure that the vehicle is in superior condition, well-maintained and properly sanitised.

This section clarifies the company's policy regarding changes in vehicle type due to unforeseen circumstances, ensuring transparency and clear communication with clients.

17. Delay or Early Arrival/Departure

17.1. The company endeavours to pick up and drop off customers on time. However, unforeseen circumstances such as traffic conditions, weather, or other operational issues may cause delays or early arrivals/departures.
17.2. Luxury Travel Edge is not liable for any losses or compensation, including but not limited to flight fares, hotel bills, additional taxi fares, or similar expenses, resulting from delays or early arrivals/departures of our drivers.

18. Refund Policy

18.1. Refunds will only be processed if the booking meets our service terms and cancellation policy.
18.2. Payments are processed through a third-party payment gateway. Credit card surcharges imposed by the payment gateways are non-refundable. For example, if a client requests a refund of £100 and a 3% credit card surcharge was applied so £97 will be refunded, the surcharge amount will not be refunded as it is directly charged by the payment gateway service.
18.3. If the refund request meets our terms and conditions, a successful refund will be processed. Please allow up to 7 days for the refund to reflect in your account, as per banking timelines.
18.4. Alternatively, clients may opt to keep the balance with the company to be adjusted towards future bookings, if desired.

19. Extra Charges

19.1. Any additional service requests during an ongoing service are subject to approval and may incur extra charges.
19.2. Extra charges, such as fees for additional stops along the route or extended waiting times, will be communicated to the client and billed accordingly as an extra charge.
19.3. Child seats are chargeable as well

20. Vehicle Maintenance and Condition

20.1. Supplier Responsibility: Luxury Travel Edge partners with suppliers who are registered with Transport for London (TfL) and hold similar council operator licenses. These third-party operator license holders are responsible for ensuring their vehicles are well-maintained and roadworthy.
20.2. Vehicle Replacement: In the event of a mechanical issue or unforeseen breakdown, the third-party operator license holder supplier will arrange a similar vehicle to minimize disruptions to the service, ensuring continuity and reliability for our clients.

21. Client Conduct and Responsibility

21.1. Clients are expected to conduct themselves in a respectful manner towards the chauffeur and adhere to all instructions provided by the chauffeur during the service.
21.2. Clients are responsible for any damage caused to the vehicle by themselves or their guests during the service and agree to cover the cost of repair or replacement.

22. Privacy and Confidentiality

22.1. Luxury Travel Edge respects the privacy of our clients and will not disclose personal information to third parties unless required by law or with the client's consent.
22.2. Any confidential or proprietary information shared by the client with Luxury Travel Edge will be handled with utmost confidentiality and used solely for the purpose of providing our services.

23. Force Majeure

23.1. Luxury Travel Edge shall not be liable for any failure or delay in performing our obligations under these terms and conditions if such failure or delay is due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, strikes, or government regulations.

24. Communication

24.1. Clients consent to receive communication from Luxury Travel Edge, including but not limited to booking confirmations, service updates, and promotional offers, via email, SMS, or phone calls.
24.2. Clients may opt-out of promotional communications at any time by contacting Luxury Travel Edge customer service or following the unsubscribe instructions included in our communications.

25. Child Safety and Seat Requirements

25.1. Clients are responsible for ensuring that all children traveling in Luxury Travel Edge vehicles are properly secured in age-appropriate car seats or booster seats as required by local laws.
25.2. Clients must inform Luxury Travel Edge in advance if they require car seats or booster seats to be provided for their children during the service.

26. Child Safety and Seat Requirements

26.1. Clients are responsible for ensuring that all children traveling in Luxury Travel Edge vehicles are properly secured in age-appropriate car seats or booster seats as required by local laws.
26.2. Clients must inform Luxury Travel Edge in advance if they require car seats or booster seats to be provided for their children during the service.

27. Dispute Resolution

27.1. Any disputes arising out of or in connection with these terms and conditions shall be resolved through negotiation and mutual agreement between the parties.
27.2. If a resolution cannot be reached through negotiation, the parties agree to pursue mediation or arbitration in accordance with the laws of England and Wales.

28. Feedback and Reviews

28.1. Luxury Travel Edge welcomes feedback from clients to continuously improve our services. Clients are encouraged to provide feedback or submit reviews via our website or directly to customer service.
28.2. By submitting feedback or reviews, clients grant Luxury Travel Edge the right to use and publish such feedback for promotional purposes, while ensuring confidentiality of personal information.

29. Driver's Conduct and Qualifications

29.1. Luxury Travel Edge ensures that all chauffeurs are professionally trained, licensed, and undergo background checks for client safety and satisfaction.
29.2. Clients can request information regarding the qualifications and experience of their assigned chauffeur from Luxury Travel Edge.

30. Smoking and Alcohol Policy

30.1. Smoking, including the use of electronic cigarettes, is strictly prohibited in all Luxury Travel Edge vehicles.
30.2. Clients may request alcoholic beverages to be provided in the vehicle, subject to local laws and regulations. Luxury Travel Edge reserves the right to refuse service if clients or their guests are visibly intoxicated or pose a safety risk.

31. Lost Items

31.1. Luxury Travel Edge is not responsible for any personal belongings left behind in our vehicles. Clients are advised to check for all personal items before exiting the vehicle.
31.2. If a client discovers they have left personal belongings in a vehicle, they should contact Luxury Travel Edge immediately. We will make reasonable efforts to locate and return lost items, subject to availability and any applicable retrieval fees.

32. Client Health and Safety

32.1. Clients are responsible for informing Luxury Travel Edge of any health conditions or special needs that may require accommodations during the service, such as wheelchair accessibility or medical equipment.
32.2. Luxury Travel Edge reserves the right to refuse service if the client's health condition poses a safety risk to themselves, the chauffeur, or other passengers.

33. Environmental Policy

33.1. Luxury Travel Edge is committed to minimizing our environmental impact. We strive to use fuel-efficient vehicles and implement eco-friendly practices in our operations.
33.2. Clients are encouraged to support our environmental efforts by opting for sustainable travel options when available and practical.

34. Special Events and Holidays

34.1. During peak seasons, special events, or holidays, additional charges may apply for services provided by Luxury Travel Edge. Clients will be notified of any applicable surcharges in advance.

35. Travel Itinerary Changes

35.1. Clients may request changes to their travel itinerary, including pick-up or drop-off locations, route modifications, or extended service duration.
35.2. All itinerary changes are subject to availability and approval by Luxury Travel Edge. Additional charges may apply for itinerary changes, which will be communicated to the client and agreed upon before implementation.

36. Vehicle Capacity and Passenger Safety

36.1. Clients must adhere to the maximum passenger capacity of the vehicle as specified by Luxury Travel Edge.
36.2. Clients are responsible for ensuring that all passengers wear seat belts at all times during the service, in compliance with local laws and safety regulations.

37. Special Requests and Amenities

37.1. Clients may request special amenities or accommodations, such as specific vehicle types, VIP services, or additional amenities (e.g., refreshments).
37.2. Luxury Travel Edge will make reasonable efforts to fulfil special requests, subject to availability and additional charges as applicable.

38. Client Reviews and Testimonials

38.1. Clients may be invited to provide reviews or testimonials regarding their experience with Luxury Travel Edge.
38.2. By providing a review or testimonial, clients grant Luxury Travel Edge the right to use and publish such feedback for promotional purposes, while respecting confidentiality and personal information.

39. Emergency Contact Information

39.1. Clients are required to provide emergency contact information at the time of booking, including a primary contact person and their contact details.
39.2. This information will be used solely for emergency purposes and will not be disclosed to third parties except as required by law or for safety reasons.

40. Booking Confirmation

40.1. Bookings are confirmed only when clients receive a booking confirmation email or message from Luxury Travel Edge.
40.2. Clients are responsible for reviewing the booking confirmation for accuracy and contacting Luxury Travel Edge immediately if any details are incorrect.

41. Service Area Limitations

41.1. Luxury Travel Edge operates within specified service areas. Requests for services outside these areas are subject to approval and may incur additional charges.
41.2. Clients will be informed of any service area limitations at the time of booking.

42. Service Hours

42.1. Standard service hours for Luxury Travel Edge are from 6:00 AM to 11:00 PM. Services requested outside these hours may be subject to additional charges.
42.2. Clients will be notified of any additional charges for services requested outside standard service hours at the time of booking.

43. Luggage and Personal Items

43.1. Clients are responsible for ensuring that their luggage and personal items are securely packed and do not exceed the vehicle’s capacity.
43.2. Luxury Travel Edge is not responsible for any damage to or loss of luggage and personal items during the service.

44. Pets and Service Animals

44.1. Pets are not allowed in Luxury Travel Edge vehicles unless specifically agreed upon at the time of booking.
44.2. Service animals accompanying clients with disabilities are permitted in all Luxury Travel Edge vehicles.

45. Gratuities

45.1. Gratuities for chauffeurs are not included in the service charges and are at the client’s discretion.
45.2. Clients may provide gratuities directly to the chauffeur or include them in the payment at the time of booking.

46. Driver Substitution

46.1. Luxury Travel Edge reserves the right to substitute the assigned chauffeur with another qualified chauffeur in case of unforeseen circumstances.
46.2. Clients will be notified of any chauffeur substitution as soon as possible.

47. Vehicle Cleanliness and Maintenance

47.1. Luxury Travel Edge ensures that all vehicles are clean and well-maintained for client comfort and safety.
47.2. Clients are responsible for any cleaning fees resulting from excessive dirt, spills, or damage caused during the service.

48. Customer Support

48.1. Luxury Travel Edge provides customer support to address any issues or concerns clients may have before, during, or after the service.
48.2. Clients can contact customer support via phone, email, or through our website. Response times may vary based on the nature of the inquiry.

49. Promotional Offers and Discounts

49.1. Luxury Travel Edge may offer promotional discounts or special offers to clients from time to time.
49.2. All promotional offers and discounts are subject to terms and conditions, and Luxury Travel Edge reserves the right to modify or cancel such offers at any time.

50. Governing Law

50.1. These terms and conditions are governed by and construed in accordance with the laws of England and Wales.
50.2. Any disputes arising from or related to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

51. Force Majeure

51.1. Luxury Travel Edge is not liable for any failure to perform, or delays in performance of, any of our obligations under these terms and conditions caused by events outside our reasonable control (Force Majeure Event).
51.2. A Force Majeure Event includes any act, event, non-happening, omission, or accident beyond our reasonable control, including but not limited to strikes, lock-outs, or other industrial actions; civil commotion, riot, invasion, terrorist attack or threat of terrorist attack; war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disasters; impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transport.

52. Confidentiality

52.1. Luxury Travel Edge and its clients agree to keep confidential all information and materials provided in the course of the service, except as required by law or with the prior written consent of the other party.

53. Amendments and Changes to Terms and Conditions

53.1. Luxury Travel Edge reserves the right to amend or update these terms and conditions at any time to enhance the quality of our services.
53.2. Any changes to the terms and conditions will be effective immediately upon posting on the Luxury Travel Edge website.
53.3. Clients are responsible for regularly reviewing the terms and conditions to stay informed of any updates.
53.4. Continued use of Luxury Travel Edge services after any changes to the terms and conditions constitutes acceptance of those changes.

Luxury Travel Edge Service Terms and Conditions