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A clean digital document layout displaying the Pearl Chauffeur Drive booking terms, cancellation policies, and service agreements.

Terms and Conditions

Pearl Chauffeur Drive Ltd
Terms and Conditions

Introduction and Acceptance of Terms

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These Terms and Conditions apply to all chauffeur services provided by Pearl Chauffeur Drive Ltd (“Pearl Chauffeur Drive”, “we”, “our” or “the Company”). By making a reservation, confirming a booking, making payment, or using our chauffeur services, the client acknowledges and agrees to these Terms and Conditions.  These terms are designed to ensure a seamless, safe and professional chauffeur experience while allowing Pearl Chauffeur Drive to maintain the highest standards of service, vehicle availability, chauffeur allocation and operational preparation for every client.  Pearl Chauffeur Drive provides chauffeur-driven transportation services for private clients, corporate organisations, executive assistants, hotels, concierge partners, event organisers and international travellers.

Booking and Reservation Confirmation

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All chauffeur reservations must be made directly through Pearl Chauffeur Drive using one of the following channels:

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  • Website enquiry form;

  • Email;

  • WhatsApp for initial enquiries and time-sensitive operational communication only.

  • Pearl Chauffeur Drive does not provide quotations or accept reservations by telephone. A quotation, booking, cancellation or material amendment is valid only when confirmed in writing by Pearl Chauffeur Drive. Formal cancellation and amendment requests must be submitted by email.

 

Chauffeurs are not authorised to accept direct bookings, alter reservations, negotiate prices or accept payments on behalf of Pearl Chauffeur Drive.

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All reservations, amendments and payments must remain under the management of Pearl Chauffeur Drive as the licensed operator. A passenger must not privately retain or directly engage a chauffeur introduced through Pearl Chauffeur Drive for a Pearl service. This ensures that booking records, private-hire compliance, insurance and operational responsibility remain properly managed.

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A reservation becomes confirmed only when

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  1. Full booking details have been received;

  2. Availability has been confirmed by Pearl Chauffeur Drive;

  3. Required payment or deposit has been received;

  4. Written confirmation has been issued by Pearl Chauffeur Drive.

 

Until confirmation has been provided, all requests remain subject to vehicle and chauffeur availability.  Pearl Chauffeur Drive reserves the right to decline or cancel any reservation where operational requirements, availability or service standards cannot be fulfilled. Where this occurs, the client will be notified as soon as reasonably possible.

Client Booking Responsibilities

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To ensure the highest level of service, clients are responsible for providing accurate booking information, including:

  • Full passenger name(s);

  • Mobile telephone number;

  • Email address;

  • Pickup and destination addresses;

  • Flight details where applicable;

  • Number of passengers;

  • Luggage requirements;

  • Special requests;

  • Child seat requirements;

  • Any accessibility requirements.

 

Pearl Chauffeur Drive cannot accept responsibility for delays, additional charges or service limitations resulting from inaccurate or incomplete information supplied at the time of booking. For airport transfers, flight details must be provided accurately at the time of reservation to allow appropriate monitoring and chauffeur preparation.

 

Vehicle Allocation and Availability

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Pearl Chauffeur Drive carefully selects vehicles and chauffeurs based on the requirements of each reservation.  While every effort is made to provide the requested vehicle category, unforeseen circumstances including operational requirements, maintenance issues or circumstances outside our control may occasionally require a suitable alternative vehicle of equal or higher standard.  Vehicle allocation is only guaranteed once the booking has been confirmed and required payment has been received.  For executive, VIP, event and multi-vehicle reservations, vehicles and chauffeurs may be reserved exclusively for the client. This allocation requires advance planning and may limit our ability to accept other reservations during the allocated period.

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Where a requested vehicle is sourced through an approved chauffeur network partner, the service remains subject to partner availability, vehicle verification and the applicable booking terms. Pearl Chauffeur Drive will confirm the vehicle category and operating arrangements before the reservation is finalised.

Payment Terms and Reservation Security​

 

Standard Chauffeur Reservations

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Unless otherwise agreed, payment in full is required prior to the commencement of the chauffeur service. Pearl Chauffeur Drive accepts payment by:

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  • Secure online payment link;

  • Debit or credit card;

  • Bank transfer.

 

All payments must be received and cleared before the commencement of service unless an approved corporate account arrangement exists.

 

Advanced Bookings, VIP Services and Event Reservations

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Payment arrangements for weddings, major events, multi-vehicle movements, coordinated shuttle services and other operationally complex reservations are set out in the Event, VIP and Multi-Vehicle Reservation Policy below.

Multi-day personal chauffeur services and financial roadshows that do not involve a major event or substantial multi-vehicle operation are covered separately under Multi-Day Chauffeur Services.

The applicable deposit, balance deadline and cancellation terms will be confirmed in writing before the reservation is accepted.

Airport Transfer Reservation and Cancellation Policy

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Pearl Chauffeur Drive provides airport transfers with careful planning to ensure a punctual, comfortable and discreet service.

Airport transfer bookings may be made at any time, subject to availability.

To allow sufficient time for:

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  • vehicle preparation;

  • chauffeur allocation;

  • route planning;

  • operational coordination;

 

we recommend airport reservations are made at least 24 hours before the required service time.  All airport transfer bookings require payment in full at the time of confirmation.

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Airport Transfer Amendments

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Once confirmed, amendments may be requested where operationally possible.

Examples include:

  • updated flight information;

  • passenger changes;

  • revised pickup details;

  • additional requirements.

Pearl Chauffeur Drive will always endeavour to accommodate reasonable amendments; however, all changes remain subject to availability.

 

Airport Transfer Cancellation

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All airport-transfer cancellation requests must be submitted by email during Pearl Chauffeur Drive’s published office hours. Requests received outside office hours will be treated as received when the office next opens.

  • More than 12 hours before the scheduled pickup time: the reservation may be cancelled without a service cancellation charge. Any non-recoverable parking, airport-access or third-party costs already incurred remain payable.

  • Within 12 hours of the scheduled pickup time: the reservation is non-refundable.

For an airport-arrival collection, the scheduled pickup time is calculated by reference to the confirmed flight arrival and agreed meeting arrangements.

Event, VIP and Multi-Vehicle Reservation Policy

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Pearl Chauffeur Drive provides coordinated transport for sporting events, weddings, corporate functions, private celebrations, entertainment and fashion events, international delegations, multi-day events and multi-vehicle movements.

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Major and Operationally Complex Events

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For large-scale events, multi-day operations, coordinated shuttle services or reservations requiring a substantial number of vehicles, we recommend booking at least 30 days before the service begins. This provides sufficient time to secure the required vehicles, experienced chauffeurs, routes, schedules and onsite coordination.

A 25% reservation deposit is required at confirmation. The remaining balance must be paid no later than 14 days before the service commencement date.

Where an onsite transport coordinator is required, the coordinator fee must be paid in full no later than seven days before the event. Coordinator and documented third-party costs already committed to the event are non-refundable.

The following cancellation terms apply:

  • More than 14 days before service commencement: Payments received above the 25% reservation deposit will be refunded. The reservation deposit is non-refundable, and any documented third-party costs already committed will be deducted from the refundable balance.

  • Between 7 and 14 days before service commencement: 50% of the total reservation value remains payable. Any amount paid above 50% will be refunded.

  • Within 7 days of service commencement: The reservation is non-refundable because the vehicles, chauffeurs and operational resources have been committed.

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Smaller and Short-Notice Event Bookings

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Smaller sporting events, private occasions or similar bookings involving between one and five vehicles may be accepted with five to seven days’ notice, subject to availability. Full payment is required to secure all vehicles and chauffeurs.

For bookings confirmed seven days or less before service commencement:

  • More than 72 hours before service commencement: 50% of the reservation value will be refunded, with the remaining 50% retained against the vehicles, chauffeurs and operational resources already reserved.

  • Within 72 hours of service commencement: The reservation is non-refundable.

  • Bookings confirmed within 72 hours: Payment becomes non-refundable once written confirmation has been issued.

 

Event Amendments

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All cancellation and amendment requests must be submitted in writing by email during Pearl Chauffeur Drive’s published office hours. Requests received outside office hours will be treated as received when the office next opens.

Changes to operating hours, routes, passenger numbers or vehicle requirements should be requested at least 24 hours in advance. Requests received between 12 and 24 hours before service commencement will be considered where operationally possible.

Additional vehicles and extended operating hours remain subject to availability and additional charges. Reducing confirmed vehicles or hours does not automatically qualify for a refund, particularly after the applicable cancellation deadline. Verbal instructions or requests made directly to chauffeurs cannot amend or cancel a reservation.

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General Chauffeur Hire Cancellation and Amendment Policy

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For standard chauffeur services not covered under event, VIP, wedding or multi-vehicle reservations, cancellation and amendment terms apply according to the type of service booked.  All cancellation or amendment requests must be submitted by email during Pearl Chauffeur Drive’s published office hours. Requests received outside office hours will be treated as received when the office next opens.

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Point-to-Point Journeys

 

For standard one-way journeys not governed by a separate airport, event or hourly-hire policy:

  • Cancellation received more than 12 hours before the scheduled pickup time may be accepted without a service cancellation charge.

  • Cancellation received within 12 hours of the scheduled pickup time may be subject to the full reservation charge.

Amendments remain subject to availability. Any additional mileage, waiting time, stops, parking, access fees or operational costs resulting from an amendment will be charged accordingly.

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Hourly Chauffeur Hire and As-Directed Services

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Minimum hire periods apply to hourly and as-directed chauffeur services. Mercedes-Benz E-Class, S-Class and V-Class bookings require a minimum of three hours within Central London and four hours in suburban areas within the M25. Range Rover Autobiography bookings require a minimum of four hours within Central London and five hours outside Central London. For services outside the M25, the applicable minimum depends on the destination and itinerary and will be confirmed in the quotation.

Hourly, as-directed and daily reservations require Pearl Chauffeur Drive to allocate a vehicle and chauffeur for the complete confirmed hire period.

All cancellation or amendment requests must be submitted in writing by email during our published office hours. Requests received outside office hours will be treated as received when the office next opens.

The following cancellation terms apply:

  • More than 24 hours before service commencement: Payments received will be refunded, less any reasonable and documented administration, third-party or operational costs already incurred.

  • Between 12 and 24 hours before service commencement: 50% of the reservation value will be refunded, and the remaining 50% will remain payable against the vehicle, chauffeur and operational resources already allocated.

  • Within 12 hours of service commencement: The reservation is non-refundable.

Short-notice bookings accepted within 24 hours of service commencement may have separate cancellation terms, which will be confirmed before payment.

Amendments remain subject to chauffeur and vehicle availability and may result in additional charges. Once the hire has commenced, unused or cancelled hours do not qualify for a refund, and the confirmed minimum hire remains payable.

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Multi-Day Chauffeur Services

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For multi-day chauffeur arrangements, dedicated chauffeur services, extended itineraries or financial roadshows requiring the same chauffeur, we recommend booking at least seven days in advance. This allows sufficient time for chauffeur scheduling, vehicle allocation and operational planning. All arrangements remain subject to availability, and specific terms may apply depending on the requirements of the booking.

Pearl Chauffeur Drive will confirm the applicable payment and cancellation terms at the time of quotation.

Waiting Time Policy

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Pearl Chauffeur Drive carefully plans chauffeur schedules to provide a punctual and reliable service.  Complimentary waiting time is included as follows:

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Airport Arrivals

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  • 60 minutes complimentary waiting time after the confirmed landing time.

 

Private Aviation / FBO Transfers

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  • 30 minutes complimentary waiting time from the scheduled arrival time.

 

Standard Pickups

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  • 15 minutes complimentary waiting time.

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After the complimentary waiting period has expired, additional waiting time will be charged in 15-minute increments.  Where possible, chauffeurs will remain available; however, extended waiting is subject to operational availability.  Additional charges may apply for:

  • parking fees;

  • venue restrictions;

  • airport charges;

  • extended waiting;

  • additional chauffeur time.

Private Aviation and FBO Collections

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Clients must provide accurate aircraft, tail-number, FBO and passenger-contact information. Pearl Chauffeur Drive may monitor the supplied flight information to support chauffeur positioning, but clients or their representatives remain responsible for communicating material itinerary changes.

Aircraft-side or airside collection is available only where authorised by the airport, FBO, ground handler and security personnel. Such access cannot be guaranteed and may be changed or withdrawn by the relevant facility.

Private-aviation collections include 30 minutes of complimentary waiting from the confirmed scheduled arrival time. Additional waiting, parking, positioning, airport-access or handling charges may apply.

Luggage assistance will be provided from the authorised passenger or luggage handover point. Aircraft-side assistance remains subject to airport, FBO and security approval.

Additional Stops, Route Changes and Additional Charges

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All quotations are based on the journey details provided at the time of booking.  Requests made after confirmation, including:

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  • additional stops;

  • route changes;

  • extended waiting;

  • additional mileage;

  • changes to passenger numbers;

  • changes to destination; may result in additional charges.

 

Pearl Chauffeur Drive will always endeavour to accommodate reasonable requests; however, all changes remain subject to chauffeur availability and operational requirements.  Additional stops during a journey may incur a charge depending on duration, location and operational impact.

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Congestion Charge, ULEZ, Parking, Tolls and  Road Access Charges

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Pearl Chauffeur Drive quotations are based on the journey information provided at the time of booking.  Additional charges may apply where journeys require payment of external transport, road access or authority fees.  These may include:

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  • London Congestion Charge;

  • Ultra Low Emission Zone (ULEZ) charges;

  • Airport drop-off and collection fees;

  • Parking charges;

  • Venue access fees;

  • Toll roads;

  • Private road access charges;

  • Other mandatory transportation-related fees.

 

Where applicable, these charges will be added to the final booking cost or charged separately where they are incurred after the reservation has been confirmed.  Pearl Chauffeur Drive does not retain these charges where they are payable to external authorities or third-party providers.  Clients will be advised of any known additional charges wherever possible before the journey takes place.

Public Holidays, Peak Periods and Special Dates

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Bookings taking place during peak periods, public holidays and major events may be subject to additional charges due to increased demand and operational requirements. This may include:

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  • Christmas period;

  • New Year celebrations;

  • Easter holidays;

  • Bank holidays;

  • Major sporting events;

  • International conferences;

  • Large-scale public events.

 

Any applicable additional charges will be communicated before confirmation of the reservation.

Corporate Account Terms

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Pearl Chauffeur Drive welcomes relationships with:

  • corporations;

  • executive assistants;

  • travel managers;

  • hotels;

  • concierge companies;

  • event organisers;

  • private offices.

 

Corporate account facilities may be available subject to approval and separate agreement.

Unless otherwise agreed in writing:

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  • payment is required before service commencement;

  • approved invoice accounts must be settled within agreed payment terms;

  • overdue balances may result in suspension of account facilities.

 

Corporate clients remain responsible for bookings made on behalf of employees, guests or representatives.

Chauffeur Professional Standards

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Pearl Chauffeur Drive is committed to providing a discreet, professional and personalised chauffeur experience.

Our chauffeurs are expected to provide:

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  • professional presentation;

  • courteous and respectful service;

  • punctual arrival;

  • safe and comfortable driving;

  • discretion and confidentiality;

  • assistance where reasonably required.

 

Pearl Chauffeur Drive carefully selects chauffeurs who understand the expectations of executive, corporate and private clients.

Passenger Conduct and Right to Refuse Service

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Pearl Chauffeur Drive is committed to providing a safe and comfortable environment for passengers and chauffeurs.  Passengers are expected to behave respectfully towards chauffeurs, company representatives and vehicles.  Pearl Chauffeur Drive reserves the right to refuse or terminate a journey where passenger behaviour:

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  • creates a safety risk;

  • involves abusive, threatening or inappropriate conduct;

  • causes damage to the vehicle;

  • places the chauffeur or other passengers at risk.

In such circumstances, payments made remain non-refundable and additional costs may apply.

Vehicle Standards and Substitution

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Pearl Chauffeur Drive maintains its vehicles to a high professional standard.  Vehicles are provided clean, prepared and suitable for executive transportation.  While every effort is made to provide the specific requested vehicle, circumstances outside reasonable control may require a suitable replacement vehicle.  Where substitution is necessary, Pearl Chauffeur Drive will endeavour to provide a vehicle of equal or higher standard wherever possible.

Luggage and Personal Belongings

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Passengers must provide accurate passenger numbers and luggage quantities at the time of booking. Vehicle luggage limits and safe-loading requirements apply.

The Mercedes-Benz E-Class accommodates up to four passengers, two medium-sized suitcases and two carry-on bags. Luggage must not be placed on passenger seats. For larger luggage requirements, passengers should book a Mercedes-Benz V-Class.

The chauffeur may refuse luggage that exceeds the confirmed vehicle capacity. If inaccurate or incomplete luggage information prevents the vehicle from being loaded safely, the service may be unable to proceed and payments made will remain non-refundable.

Chauffeurs may provide reasonable assistance when loading luggage into and removing it from the vehicle. Passengers remain responsible for their personal belongings. For health and safety reasons, chauffeurs are not required to carry luggage up or down stairways.

For larger luggage requirements, an additional Mercedes-Benz V-Class or dedicated luggage van may be arranged in advance, subject to availability and an additional charge. The quantity and approximate dimensions of all luggage must be provided.

Pearl Chauffeur Drive accepts no responsibility for belongings that are lost, damaged or left unattended unless caused by proven negligence. Recovery or delivery of forgotten items may incur an additional charge.

Child Seats and Booster Seats

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Child seat requirements must be requested at the time of booking.  Pearl Chauffeur Drive will make every reasonable effort to accommodate child seat requests.  The availability of child seats depends on vehicle suitability and advance notice.

Where required:

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  • One child seat or booster seat may be provided free of charge, subject to availability and suitability.

  • Each additional child seat is charged at £15.

  • Each additional booster seat is charged at £10.

  • Where both a child seat and booster seat are requested, only one seat is complimentary.

 

If a passenger provides their own child seat, responsibility for correct installation and removal remains with the passenger. Any damage caused to the vehicle interior may result in additional cleaning or repair charges.

Animals and Assistance Animals

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Assistance animals are welcomed with advance notification so that suitable vehicle arrangements can be made. No additional charge will be imposed solely because a passenger travels with an assistance animal. Other animals require advance approval and may be subject to reasonable vehicle-protection or specialist-cleaning charges.

Airport Delays, Missed Flights and Travel Disruptions

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Pearl Chauffeur Drive monitors flight information where accurate flight details have been provided at the time of booking.  While we make every reasonable effort to accommodate flight delays and changes, passengers remain responsible for allowing sufficient travel time and providing accurate travel information.  Pearl Chauffeur Drive cannot accept responsibility for:

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  • missed flights;

  • missed connections;

  • airline delays;

  • immigration or security delays;

  • delays caused by circumstances outside our reasonable control.

 

Where a delay occurs, we will make every reasonable effort to adjust chauffeur arrangements subject to availability.  Additional waiting time, parking charges or operational costs resulting from extended delays may apply.

Circumstances Beyond Our Control

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Pearl Chauffeur Drive always aims to deliver every journey as planned.  However, there may be circumstances beyond our reasonable control which affect our ability to provide the service at the expected time.  These may include, but are not limited to:

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  • severe weather conditions;

  • road closures;

  • traffic restrictions;

  • accidents;

  • emergency situations;

  • strikes;

  • government restrictions;

  • vehicle breakdown;

  • public transport disruption;

  • unexpected safety concerns.

 

In such circumstances, Pearl Chauffeur Drive will make every reasonable effort to minimise disruption and provide an alternative solution wherever possible.  The company cannot accept liability for delays or losses resulting from circumstances outside its reasonable control.

Vehicle Breakdown, Accident or Emergency Situations

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Pearl Chauffeur Drive maintains vehicles to a professional standard and takes all reasonable measures to ensure reliability.  In the unlikely event of:

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  • vehicle breakdown;

  • mechanical failure;

  • accident;

  • unforeseen operational issue;

 

Pearl Chauffeur Drive will make every reasonable effort to arrange an alternative solution, including a replacement vehicle or chauffeur where available.  While every effort will be made to minimise disruption, Pearl Chauffeur Drive cannot guarantee identical vehicle availability or exact arrival times in such circumstances.

Insurance and Liability

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Pearl Chauffeur Drive vehicles and authorised chauffeur partners operate with appropriate insurance coverage for passenger transportation and third-party liability.  Passengers' personal belongings remain the responsibility of the passenger. Pearl Chauffeur Drive accepts no responsibility for:

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  • loss of personal items;

  • damage to personal belongings;

  • delays caused by circumstances outside reasonable control.

 

Nothing within these Terms and Conditions excludes liability where such exclusion is prohibited by law.

Seat Belt Requirements and Passenger Safety

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Passengers are required by law to wear seat belts whenever provided.  Pearl Chauffeur Drive accepts no responsibility for injury or consequences resulting from a passenger choosing not to comply with applicable safety requirements.  Passengers must follow reasonable instructions provided by the chauffeur regarding safety and vehicle operation.

Vehicle Damage, Cleaning and Additional Charges

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Passengers are expected to respect Pearl Chauffeur Drive vehicles.  Where damage, excessive cleaning requirements or loss of operational availability occurs due to passenger actions, additional charges may apply.  This includes, but is not limited to:

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  • damage to vehicle interior or exterior;

  • excessive cleaning requirements;

  • spills or stains;

  • smoking or vaping inside the vehicle;

  • damage caused by luggage or personal items;

  • loss of earnings while the vehicle is unavailable.

 

Examples of charges may include

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  • professional valeting;

  • specialist cleaning;

  • repair costs;

  • replacement costs;

  • compensation for vehicle downtime.

 

Where damage, specialist cleaning or repair costs are reasonably attributable to the passenger or booking party, Pearl Chauffeur Drive will provide details of the charge and issue an invoice or payment request. Any charge to an existing payment method will be made only where properly authorised and permitted.

Privacy, Confidentiality and Client Discretion

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Pearl Chauffeur Drive understands the importance of discretion for executive, corporate and private clients.  Client information, travel schedules, addresses, passenger details and itineraries are treated confidentially and used only for the purpose of providing the requested service.  Pearl Chauffeur Drive does not disclose client travel information to third parties except where:

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  • required for operational purposes;

  • required by law;

  • authorised by the client.

 

Our chauffeurs and representatives are expected to maintain professional confidentiality at all times.  Photography, recording or sharing information relating to passengers, vehicles or journeys without appropriate permission is strictly prohibited.

Complaints Procedure

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Pearl Chauffeur Drive is committed to providing the highest possible standard of service.  If a client has a concern regarding their journey, they should contact Pearl Chauffeur Drive as soon as reasonably possible so that we can investigate and attempt to resolve the matter.

Complaints should be submitted in writing by email within 14 days of the service completion date.  Upon receipt:

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  • complaints will be acknowledged within 14 working days;

  • investigations will be carried out fairly and professionally;

  • a response will normally be provided within 28 working days.

Respect, Equality and Zero-Tolerance Policy

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Pearl Chauffeur Drive is committed to providing a professional environment based on mutual respect.  We do not tolerate:

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  • harassment;

  • discrimination;

  • threatening behaviour;

  • abusive communication;

  • inappropriate conduct towards chauffeurs, employees or partners.

 

Where such behaviour occurs, Pearl Chauffeur Drive reserves the right to discontinue the service immediately where necessary to protect the safety and wellbeing of our chauffeurs, representatives and passengers.  In such circumstances, payments made may remain payable and non-refundable.

Booking Through Representatives, Hotels and Concierge Partners

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Pearl Chauffeur Drive regularly works with:

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  • hotels;

  • concierge teams;

  • executive assistants;

  • corporate travel managers;

  • private representatives.

 

Where a booking is made on behalf of another passenger or organisation, the person or company making the reservation confirms that they have authority to accept these Terms and Conditions on behalf of the passenger or organisation.  The booking party remains responsible for ensuring passengers are aware of applicable requirements.

Final Terms

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These Terms and Conditions represent the agreement between Pearl Chauffeur Drive Ltd and the client in relation to the provision of chauffeur services.  Pearl Chauffeur Drive reserves the right to update these Terms and Conditions from time to time to reflect operational, legal or service improvements.  The Terms and Conditions applicable to a booking will be those published and accepted at the time the reservation is confirmed.  By making a reservation with Pearl Chauffeur Drive, the client confirms acceptance of these Terms and Conditions.

Pearl Chauffeur Drive Ltd

Discreet. Professional. Exceptional Chauffeur Service.

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