General Terms
The essentials for every journey with Choffor — waiting times, luggage, and on-board conduct.
Waiting Time
- Airport pick-ups: up to 60 minutes complimentary waiting time (incl. parking), from your flight's actual landing time. Additional time is charged at £76.00/hour plus parking (Mercedes E-Class) or £96.00/hour plus parking (LWB MPV).
- Your chauffeur enters the arrivals terminal approximately 15 minutes after landing and waits in the arrivals hall with a name board. If you can't locate your chauffeur, contact our Duty Controller immediately using the numbers on your booking confirmation.
- Railway station pick-ups: up to 20 minutes complimentary waiting time (incl. parking), from the scheduled pick-up time. Extra time is charged at our current tariff.
- Other pick-ups: up to 15 minutes complimentary waiting time (incl. parking), from the scheduled pick-up time. Extra time is charged at the applicable tariff.
- London sightseeing & as-directed services: minimum booking of four hours. Additional time is charged at £72.00/hour plus parking (Mercedes E-Class) or £96.00/hour plus parking (LWB MPV & Mercedes S-Class).
On Board & Luggage
- Food and alcoholic beverages are not permitted inside our vehicles, unless prior written approval has been granted at booking for a special occasion with an appropriate vehicle allocated.
- Chauffeurs will only stop to load or unload passengers and luggage where it is safe and legally permitted.
- Please ensure your selected vehicle suits your passenger count and luggage volume.
- In line with UK private hire licensing and insurance regulations, luggage must not be carried inside the passenger cabin — all luggage must fit securely in the designated luggage compartment.
- If a booked vehicle proves unsuitable for passengers or luggage, additional vehicles and charges may be required, which may cause delays; any resulting cancellation remains fully chargeable.
- Not sure which vehicle suits your journey? Contact one of our booking advisers before confirming — we're happy to help you choose.
Tours & Excursions
- Blue Badge Guide tours & private excursions: time beyond the agreed duration is charged at £145.00/hour (Mercedes E-Class) or £185.00/hour (Mercedes V-Class & S-Class).
- A £4.50 administration surcharge applies to each attraction or event ticket purchased on your behalf.
- Tour extensions: subject to chauffeur and guide availability, tours may be extended on request, charged at the applicable hourly rate and agreed before the extension begins.
- Children under 17 must be accompanied by a responsible adult throughout the tour, unless otherwise agreed in writing.
- Seat belts & child seats: UK law requires all occupants to wear seat belts while the vehicle is in motion. Clients travelling with babies or young children must provide an appropriate child seat; Choffor may supply one for an additional charge, subject to availability and advance notice.
- Smoking & vaping: strictly prohibited in all Choffor vehicles, in accordance with UK legislation.
Complaints
Any complaints or service-related issues should be submitted in writing to the Choffor Limited Operations Department.
We're committed to excellent customer service and aim to acknowledge and respond to all complaints and service-related issues within 24 hours of receipt.
Payment Terms
- All prices are quoted in Pounds Sterling (GBP).
- Payments may be made by Visa, Mastercard, debit card, credit card, or bank transfer.
- Airport & local chauffeur transfers: full payment must be received no later than 12 hours before the scheduled pick-up time. Bookings made within 12 hours of travel must be paid immediately upon acceptance.
- Blue Badge Guide tours & private excursions: full payment must be received 14 days before the scheduled tour date, to guarantee guides, chauffeurs, restaurant reservations, attraction tickets, and other pre-booked services. Tours booked within 14 days of departure must be paid in full immediately upon acceptance.
- These Terms & Conditions do not affect your statutory rights.
Cancellation Policy
Airport & Local Chauffeur Transfers
| Notice Given | Outcome |
|---|
| 12 hours or more before pick-up (by email) | No cancellation charge |
| Less than 12 hours' notice, or booked & cancelled within 12 hours of travel | 100% of booking value charged |
Blue Badge Guide Tours & Private Excursions
| Notice Given | Refund |
|---|
| 14 days or more before the tour date | Full refund, less admin charges & non-refundable tickets already purchased |
| 8–14 days before the tour date | 50% refund, less admin charges & non-refundable ticket costs |
| Within 7 days of the tour date, or booked & cancelled within 7 days of travel | 100% of booking value charged |
Force Majeure
Choffor Limited cannot accept responsibility for cancellations resulting from the actions of third-party suppliers, government restrictions, venue closures, severe weather, or any other circumstances beyond our reasonable control. Wherever possible, we will endeavour to provide a suitable alternative service.
If your appointed guide determines a tour cannot safely proceed due to unforeseen circumstances (including severe weather), and no mutually acceptable alternative can be arranged, you'll receive a full refund for any guide services paid.
Our cancellation policy cannot be amended to accommodate cancellations resulting from circumstances outside the United Kingdom. Clients are advised to seek reimbursement for such losses through their travel insurance provider.
Refunds
Where a cancellation qualifies for a refund under these Terms & Conditions, Choffor Limited will process it within 24 hours of confirming the validity of the cancellation. Refunds are issued using the same payment method and to the same card or account used for the original transaction.
Please note that the time taken for refunded funds to appear in your account may vary depending on your card issuer or financial institution, and is outside the control of Choffor Limited.