Refund Policy

Business London Chauffeur LTD Refund Policy

1. Purpose

This Refund Policy explains the circumstances under which Business London Chauffeur LTD will provide refunds for chauffeur and private hire services. Our aim is to be fair, transparent, and consistent while protecting both our customers and our business.

2. Booking Confirmation

A booking is confirmed only after:

  • The booking has been accepted by Business London Chauffeur LTD.
  • Any required deposit or full payment has been received.
  • A booking confirmation has been sent to the customer.

3. Customer Cancellation

More Than 24 Hours Before Pickup

Customers who cancel more than 24 hours before the scheduled pickup time will receive a full refund of any payment made, unless non-refundable charges (such as third-party booking fees) have already been incurred.

Within 24 Hours of Pickup

Cancellations made within 24 hours of the scheduled pickup time may not be eligible for a refund.

No-Show

If the customer fails to arrive at the agreed pickup location after the included waiting time without contacting us, the booking will be treated as a no-show, and no refund will be provided.

4. Driver Waiting Time

Included waiting time will be confirmed at the time of booking. Additional waiting time may be charged in accordance with our pricing policy.

If the customer chooses not to travel after the driver has arrived, the booking will normally be non-refundable.

5. Cancellation by Business London Chauffeur LTD

If we cancel a booking due to vehicle breakdown, driver illness, or another circumstance beyond our control and cannot provide a suitable replacement vehicle, the customer will receive a full refund.

6. Service Complaints

If a customer believes the service was not provided to the expected standard, they should contact us within 7 days of the journey.

We will investigate all complaints fairly and may offer:

  • A full refund.
  • A partial refund.
  • Travel credit for a future booking.
  • Another appropriate resolution.

Refunds are considered on a case-by-case basis.

7. Events Beyond Our Control

We are not responsible for delays caused by:

  • Heavy traffic.
  • Road closures.
  • Severe weather.
  • Police incidents.
  • Public events.
  • Other circumstances outside our reasonable control.

Refunds will not normally be provided where the journey has been affected solely by these events.

8. Airport Transfers

Customers are responsible for providing accurate flight information.

Where flight monitoring has been arranged, our driver will adjust the pickup time based on the actual flight arrival.

Failure to provide accurate flight details may result in additional charges or loss of refund eligibility.

9. Payment Refund Method

Approved refunds will normally be returned using the original payment method.

Refunds are generally processed within 5–10 working days, depending on the customer’s bank or card provider.

10. How to Request a Refund

Customers should contact us with:

  • Booking reference.
  • Customer name.
  • Journey date.
  • Reason for the refund request.
  • Supporting information where available.

We aim to respond to all refund requests within 5 working days.

11. Policy Review

This Refund Policy will be reviewed periodically and updated where necessary to reflect changes in legislation, licensing requirements, or business practices.

Policy Approval

Approved By Director
Name Adnan Mushtaq
Company Business London Chauffeur LTD