These Terms and Conditions govern the provision of services by Fair Transfer Ltd, trading as Timeless Chauffeurs (registered office: 8 Portman House, 150 Field End Road, Pinner, HA5 1RJ, United Kingdom; company number: 10982858) (hereinafter referred to as the "Company" or the "Service Provider").
1.1. These Terms and Conditions ("Terms") govern the terms of the legal relationship between Fair Transfer Ltd t/a Timeless Chauffeurs, having its registered office at 8 Portman House, 150 Field End Road, Pinner, HA5 1RJ (the "Operator"), and any natural or legal person ordering the services (the "Client").
1.2. The Operator provides its services in the United Kingdom, in particular in the Greater London area, in accordance with the private hire regulatory framework governed by Transport for London ("TfL").
1.3. In London, private hire bookings must be accepted by a licensed operator, and the booking confirmation must be provided to the passenger prior to the commencement of the journey.
1.4. The purpose of these Terms is to set out the fundamental rules governing the use, performance, pricing and cancellation of the services, as well as the rights and obligations of the parties.
1.5. The Operator's drivers may not accept bookings directly.
1.6. Bookings may only be made through the Operator's official channels, in particular:
1.7. These Terms shall become binding upon the Client upon submission of the booking and/or upon the Operator's written confirmation, in accordance with Clause 4.
2.1. Booking: an order initiated by the Client which shall become valid only upon the Operator's written confirmation.
2.2. Service: the private hire / chauffeur passenger transport service provided by the Operator, including in particular airport transfer, as directed / by the hour, long distance and event transfer services.
2.3. Fare: the base fee for the performance of the Service, as specified in the booking confirmation or in the Operator's tariff.
2.4. Additional Charge: any fee or cost payable by the Client in addition to the Fare under these Terms or due to the circumstances of the booking.
2.5. No-Show: a situation in which the Client fails to appear at the specified pick-up location and time, is unreachable, or fails to contact the driver or the Operator within the complimentary waiting time.
2.6. Business Day: any day other than a Saturday, Sunday or public holiday in England and Wales.
3.1. The Service may only be used on the basis of a prior Booking.
3.2. A Booking shall in itself constitute an offer made by the Client.
3.3. A contract between the Client and the Operator shall only come into existence when the Operator confirms the Booking in writing.
3.4. The Operator shall be entitled to refuse any booking request without stating reasons, in particular where:
3.5. The subject matter of the contract shall in all cases be defined by the details contained in the Operator's confirmation.
4.1. The Operator undertakes to provide the Client with passenger transport services at the time and place specified in the confirmed Booking.
4.2. The Operator shall manage and perform bookings in compliance with the applicable private hire legislation and TfL requirements.
4.3. The Operator shall send the Client written confirmation of acceptance of the Booking. The Service may only be performed on the basis of such confirmation.
4.4. By accepting the Booking, the Operator undertakes to provide a properly licensed vehicle and a duly licensed driver for the performance of the Service.
4.5. The Operator shall be entitled, at its sole discretion, to determine the manner of performance of the Service, the type of vehicle and the identity of the driver.
4.6. The Operator reserves the right, where reasonably justified — in particular for operational, availability, technical or safety reasons — to substitute the vehicle and/or the driver, provided that the replacement vehicle is of the same or a higher category and that the essential standard of the Service is not reduced.
4.7. The Operator shall provide the Service with reasonable care and skill.
5.1. The Client shall provide, during the Booking process, all information necessary for the performance of the Service accurately, completely and truthfully, including in particular:
5.2. The Client shall pay the Fare and all Additional Charges payable under these Terms.
5.3. The Client shall ensure that both the Client and any passengers act lawfully, safely and in accordance with these Terms when using the Service.
6.1. The Operator provides premium chauffeur and private hire services in London, its surrounding areas, and to other locations within the United Kingdom in accordance with the confirmed Booking.
6.2. The services may include in particular the following categories:
6.3. The Operator reserves the right to amend the scope of services and to apply bespoke terms depending on the nature, volume, duration or specific requirements of the Booking.
7.1. The Client shall pay the Fare and all applicable Additional Charges.
7.2. Additional Charges may include in particular:
7.3. Unless otherwise agreed in writing, prices are exclusive of VAT, which shall be charged in accordance with applicable law.
7.4. The Operator shall be entitled to amend the fees where the conditions specified in the Booking change before or during performance, either at the Client's request or due to inaccuracies in the information provided by the Client.
7.5. Payment may be made by:
7.6. In the case of online bookings, unless otherwise agreed in writing, payment shall be due at the end of the booking process.
7.7. In the case of bookings made by email, payment must be completed within the deadline specified by the Operator, either via payment link or bank transfer.
7.8. Online payments are processed through a secure, encrypted payment solution. The Operator does not store bank card details; payment processing may be carried out by a third-party provider.
8.1. The Operator may provide for the creation of a corporate account for contracted Business Partners who use the Service on a regular basis. The settlement and payment terms applicable to such account shall be determined by separate agreement between the parties.
8.2. The opening of a corporate account shall be subject to the Operator's approval.
8.3. The business client shall be responsible for the acts of the persons authorised to use the account and for all Bookings made through the account.
8.4. The business client shall promptly notify the Operator of any changes to its contact or billing details.
8.5. Unless otherwise agreed in writing, the Operator may issue weekly, fortnightly or monthly consolidated invoices to the business client.
8.6. The payment term for invoices shall be 7 days from the date of issue, unless otherwise agreed by the parties.
8.7. In the event of late payment, the Operator shall be entitled to charge default interest up to the maximum rate permitted under the contract or applicable law.
8.8. In the event of payment default, the Operator shall be entitled to:
9.1. The Client may cancel or modify a Booking only in writing.
9.2. Any modification to the Booking — including, in particular, changes to the time, pick-up location, destination, vehicle type or number of passengers — may be deemed a cancellation where it affects the essential elements of the Service.
9.3. Unless otherwise agreed in writing, the following terms shall apply to cancellations and material modifications:
9.4. Any modification requested by the Client may result in a recalculation of the Fare, irrespective of the above time limits.
9.5. A modification that does not affect the essential terms of the Service shall not be considered a cancellation; however, acceptance of such modifications shall be subject to the Operator's availability and capacity.
9.6. The Operator reserves the right to refuse any modification request without providing reasons.
9.7. In the case of bookings involving multiple vehicles or larger volumes, cancellation and modification terms shall be determined on a case-by-case basis, tailored to the specific characteristics of the booking, and agreed by the Business Partner. Such bespoke terms shall prevail for the relevant booking.
9.8. In the event of a No-Show, the full Fare may be charged.
9.9. A No-Show shall include, in particular, where the Client:
9.10. In the event of a valid refund under these Terms, the Operator shall refund the applicable amount within a maximum of 7 Business Days, using the original method of payment, less any demonstrable and non-refundable costs already incurred.
10.1. Complimentary waiting time shall be as follows:
10.2. Any waiting time exceeding the complimentary waiting period shall be charged in accordance with the applicable tariff in force at the relevant time.
10.3. If the Client cannot be reached within the complimentary waiting time, the Operator shall be entitled to treat the booking as a No-Show.
10.4. In the case of pickup from a general address, where the Client's delay is substantial, the Operator shall be entitled to charge for the full actual waiting time, provided that this is permitted under the applicable tariff or the booking confirmation.
11.1. The Operator undertakes to provide only vehicles that are in proper technical condition, regularly maintained, and clean throughout the provision of the Service.
11.2. All vehicles shall hold the necessary regulatory licences, including a Private Hire Vehicle (PHV) licence, and shall comply with the applicable requirements of Transport for London (TfL).
11.3. The Operator endeavours to ensure that vehicles used in the provision of the Service are no more than four (4) years old, but reserves the right to depart from this standard where reasonably justified.
11.4. The vehicle categories used in the provision of the Service may include, in particular:
11.5. The Operator reserves the right to substitute the vehicle type on the basis of availability, operational circumstances or other justified reasons, provided that the replacement vehicle is of the same or a higher category.
12.1. The Client shall provide accurate and truthful information during the Booking process regarding the quantity, size and nature of the luggage to be carried.
12.2. Where the quantity or size of the luggage exceeds the capacity of the selected vehicle, the Operator shall be entitled to:
12.3. The Client shall be responsible for their own luggage and personal belongings. The Operator shall only be liable for damage proven to have arisen as a result of the Operator's negligence.
12.4. The Client must ensure that, upon leaving the vehicle, all personal belongings are taken with them.
12.5. LOST PROPERTY
12.5.1. The Operator shall make all reasonable efforts to locate personal belongings left in the vehicle and to return them to the Client.
12.5.2. The Operator accepts no liability for the loss of, damage to, or destruction of personal belongings left in the vehicle, unless such loss, damage or destruction is proven to have resulted from the Operator's negligence.
12.5.3. Any items left in the vehicle shall be dealt with in accordance with the Operator's Lost Property Policy, which forms an integral part of these Terms and Conditions, and the version published on the Operator's website and in force from time to time shall apply.
12.5.4. Any delivery, administrative or courier costs incurred in returning lost property may be charged to the Client.
12.6. CARRIAGE OF ANIMALS
12.6.1. The carriage of assistance dogs shall be permitted in all cases, in accordance with the applicable legislation.
12.6.2. The carriage of any other animals shall be subject to the Operator's prior approval and may incur an additional charge.
13.1. Passengers must wear seat belts in accordance with applicable law.
13.2. Carriage of Children and Child Seats
13.2.1. Where a child is being transported, the Business Partner and the passenger shall ensure that an appropriate child restraint system is used in accordance with applicable legal requirements.
13.2.2. Under the applicable regulations in the United Kingdom, children under the age of 12 or shorter than 135 cm must use an appropriate child seat, unless otherwise permitted by law.
13.2.3. The Client must notify the Operator in advance, at the time of Booking, if a child seat is required. Failing such notice, the Operator shall not be obliged to provide a child seat and shall be entitled to refuse commencement of the Service.
13.2.4. Where the Operator does not provide a child seat, it shall be the responsibility of the Client or accompanying adult to provide one.
13.2.5. Children under the age of 14 may travel only when accompanied by an adult, unless otherwise expressly authorised by the Operator in writing in advance.
13.2.6. The Operator accepts no liability for any loss or damage arising from the absence of a child seat, its improper use, or any defect in equipment provided by the Client, except where otherwise required by law.
13.3. PASSENGER CONDUCT RULES
13.3.1. The driver shall be entitled to refuse or terminate the Service if a passenger:
13.3.2. The following are prohibited in the vehicle:
13.3.3. In the event of a breach of the smoking prohibition, the Operator may charge a cleaning and administration fee of no less than GBP 150, provided such costs have actually been incurred.
14.1. The Client shall be liable for any damage caused intentionally or negligently by the Client or any passenger to the vehicle or in connection with its use.
14.2. The Client shall indemnify the Operator for:
14.3. The Operator shall be entitled to pursue its claim for damages in a documented and substantiated manner.
14.4. Opening and closing the vehicle doors shall principally be the responsibility of the driver. Where a passenger handles the vehicle door themselves, that passenger shall bear full responsibility for any damage arising therefrom.
15.1. General Liability
15.1.1. The Operator shall be liable in connection with the provision of the Service in accordance with applicable law and shall perform the Service with appropriate care and skill ("reasonable care and skill").
15.1.2. Nothing in this Agreement shall exclude or limit the Operator's liability in any circumstances where such exclusion or limitation is not permitted by law.
15.2. Exclusion and Limitation of Liability
15.2.1. The Operator shall not be liable for delay, failure to perform the Service, or any other loss or damage where this is attributable to causes beyond the Operator's reasonable control.
15.2.2. Such circumstances may include, without limitation:
15.2.3. The Operator shall not be liable for any indirect or consequential loss, including, in particular, losses arising from missed flights.
15.3. Flights and Delays
15.3.1. The Operator shall make all reasonable efforts to perform the Service punctually; however, arrival times are not guaranteed.
15.3.2. In the case of airport pickups, the Operator may monitor flight information; however, it remains the Client's responsibility to provide accurate flight details.
15.3.3. The Client must allow sufficient time for travel, particularly in the case of airport departures.
15.4. Force Majeure
15.4.1. The Operator shall not be liable for any delay or failure to perform the Service where this results from a force majeure event.
15.4.2. Force majeure shall mean any event beyond the Operator's reasonable control, including, without limitation:
15.5. Non-Excludable Liability
15.5.1. Nothing in this Agreement shall limit or exclude the Operator's liability for:
16.1. The Client may submit any complaint relating to the Service in writing to the Operator's official email address.
16.2. Complaints should be submitted within 14 days following the performance of the Service. The Operator reserves the right to refuse to investigate complaints received after this period.
16.3. The Operator shall respond to the complaint in writing within a reasonable time following receipt, where possible within 7 Business Days.
16.4. The Operator reserves the right, at its sole discretion, to investigate complaints submitted after the above deadline.
16.5. Detailed rules relating to complaint handling are set out in the Operator's Complaints Policy, which forms an integral part of these Terms and Conditions. The version in force at any given time shall be the version published on the Operator's website.
17.1. The Operator shall process the Client's personal data solely to the extent necessary for the provision of the Service, the management of bookings, compliance with legal obligations, and the pursuit of its legitimate business interests.
17.2. Data processing shall be carried out in accordance with applicable data protection laws of the United Kingdom, including in particular the UK GDPR and the Data Protection Act 2018.
17.3. Detailed provisions relating to data processing are set out in the Operator's Privacy Policy, which forms an integral part of these Terms and Conditions and is available on the Operator's website.
17.4. The registration and DBS checking of staff responsible for handling bookings and dispatch functions shall be carried out in accordance with the relevant guidance issued by Transport for London (TfL).
18.1. The Operator maintains a separate policy governing the engagement of staff responsible for booking management, dispatch functions, and access to client or driver data.
18.2. The purpose of this policy is to ensure that individuals working in such roles meet the required standards of security and reliability, and that client data is adequately protected.
18.3. The policy is available on the website or in a document designated by the Operator.
19.1. Certain vehicles operated by the Operator may be equipped with camera systems for security and service quality monitoring purposes.
19.2. The cameras are primarily intended to record the external environment of the vehicle. The Operator does not record audio and endeavours to respect passengers' privacy to the greatest extent possible.
19.3. The processing of camera recordings shall be carried out in accordance with applicable UK data protection laws, including the UK GDPR and the Data Protection Act 2018.
19.4. Recordings may only be used for the following purposes:
19.5. Recordings shall be retained only for as long as necessary and in accordance with applicable data protection requirements.
19.6. The legal basis for the use of the camera system is the Operator's legitimate interest, in particular for ensuring safety and protecting the Service.
19.7. Further information regarding the operation of the camera system and data processing is available in the Operator's Privacy Policy.
19.8. Where the Client makes a specific request regarding the use of cameras, such request may be indicated at the time of booking; however, the Operator shall not be obliged to disable the camera system where this would conflict with its safety or legal obligations.
20.1. These Terms and Conditions may only be amended by the management of the Operator.
20.2. The Operator reserves the right to amend these Terms and Conditions from time to time. The amended Terms shall enter into force upon publication on the website and shall apply only to Bookings made or confirmed after such publication.
20.3. Amendments shall not affect Bookings that have already been confirmed prior to the effective date of such amendments. Such Bookings shall be governed by the Terms in force at the time of confirmation, unless otherwise agreed in writing by the parties.
20.4. No employee, driver, intermediary or agent shall be authorised to amend these Terms and Conditions or to assume obligations on behalf of the Operator that deviate from them, unless expressly authorised in writing by the Operator's management.
21.1. These Terms shall be governed by the laws of England and Wales.
21.2. Any disputes arising in connection with these Terms shall be subject to the jurisdiction of the courts of England and Wales, unless mandatory consumer protection laws provide otherwise.
21.3. If any provision of these Terms is found to be invalid or unenforceable, this shall not affect the validity of the remaining provisions.
21.4. In the event of any questions or comments, the Client may contact the Operator's customer service.
Policy Effective Date: 15 May 2026
Last Reviewed: 15 May 2026
Version: 1.0