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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 & Conditions

1. Introduction & 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.

2. Booking & 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 booking enquiry;

  • Email;

  • WhatsApp communication is for urgent inquiries and international Travellers.

  • Telephone: ( No quotation, reservation or booking will be made over Phone)

 

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

 

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.

3. 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.

 

4. Vehicle Allocation & 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.

5. Payment Terms & 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:

  • 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 & Event Reservations

 

For the following services:

  • Weddings;

  • Sporting events;

  • Concerts;

  • Corporate events;

  • Fashion events;

  • Multi-day chauffeur hire;

  • Multiple vehicle reservations;

  • Dedicated chauffeur services;

  • Special occasions;

 

A reservation deposit structure applies on big events where preparation and organisation requires longer period of time, 15-30 days advance, term depends on events and booking.  A 50% deposit is required to secure the booking and allows Pearl Chauffeur Drive to allocate vehicles, chauffeurs and operational resources specifically for the client.  The remaining balance must be paid no later than 7-15 days before the scheduled commencement of service.  Failure to complete payment within the required timeframe may result in cancellation of the reservation and retention of payments made.

6. Airport Transfer Reservation & 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 cancellations must be submitted:

  • by email; or

  • by WhatsApp message;

During Pearl Chauffeur Drive office hours.

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Requests received outside office hours will be treated as received on the next working day.  Cancellation requests are accepted up to 12 hours before the scheduled flight landing time.  Any cancellation request received within 12 hours of the scheduled landing time, or after chauffeur allocation and operational preparation has commenced, will be considered non-refundable.

7. Event, VIP, Wedding, Multi-Day & Multi-Vehicle Reservation Policy:

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Pearl Chauffeur Drive specialises in carefully planned chauffeur services for premium occasions where vehicle availability, chauffeur scheduling and operational preparation are essential.

This includes:

  • Sporting events;

  • Weddings;

  • Corporate functions;

  • Private celebrations;

  • Entertainment events;

  • Fashion events;

  • International delegations;

  • Multi-day itineraries;

  • Multiple vehicle movements.

 

Due to the level of planning required, these reservations must normally be secured a minimum of 15-30 days prior to the service  commencement date.  A 50% deposit is required at the time of confirmation.  The remaining balance must be settled no later than 7-15 days before the service commencement time.  Once confirmed, Pearl Chauffeur Drive begins allocating the required resources, including vehicles, chauffeurs and operational arrangements.

8. Event & VIP Cancellation Policy:

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All cancellations or amendments must be submitted in writing by email during Pearl Chauffeur Drive office hours.

Verbal requests, messages through chauffeurs or informal communication cannot be accepted as official cancellation instructions.

 

Cancellation 7–15 Days Before Service Commencement

 

Where cancellation is received between 7 and 15 days before the service date:

  • payments made will be refunded in full;

  • excluding any non-refundable payment processing charges where applicable.

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Cancellation Between 72 Hours and 7 Days Before Service Commencement

 

Where cancellation is received between 72 hours and 7 days before service commencement:

  • the 50% reservation deposit remains non-refundable;

  • any additional balance paid above the deposit will be refunded.

This reflects the vehicle and chauffeur resources already allocated specifically for the reservation.

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Cancellation Between 48 and 72 Hours Before Service Commencement

 

Where cancellation occurs between 48 and 72 hours before service commencement:

  • the original 50% deposit remains non-refundable;

  • an administration and operational preparation charge equivalent to 15% of the remaining balance will apply;

  • any remaining eligible balance will be refunded.

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Cancellation Within 48 Hours of Service Commencement

 

Due to the immediate commitment of vehicles, chauffeurs and operational resources:

  • payments made are non-refundable.

9. General Chauffeur Hire Cancellation & 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 in writing by email or WhatsApp during Pearl Chauffeur Drive office hours.  Requests received outside office hours will be processed on the next available working day.

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Point-to-Point Journeys

 

For standard one-way journeys within London:

  • Cancellation or amendments received more than 12 hours before the scheduled pickup time may be accepted without charge.

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

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Hourly Chauffeur Hire & As-Directed Services

 

Hourly chauffeur reservations require vehicle and chauffeur allocation for the agreed period.

Cancellation or amendments:

  • More than 72 hours before service commencement:

    • No cancellation charge applies.

  • Between 72 and 48 hours:

    • 50% of the reservation value may apply.

  • Within 48 hours:

    • The full reservation value becomes payable.

Once hourly hire has commenced, cancellation of remaining hours does not qualify for a refund.

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Multi-Day Chauffeur Services

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For multi-day chauffeur arrangements, dedicated chauffeur services or extended itineraries, specific terms may apply depending on the level of planning, vehicle allocation and operational requirements.

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

10. 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.

11 A. Additional Stops, Route Changes & Additional Charges:

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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11 B. Congestion Charge, ULEZ, Parking, Tolls & 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.

12. Public Holidays, Peak Periods & 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:

  • 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.

13. 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.

14. 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.

15. Passenger Conduct & 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.

16. Vehicle Standards & 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.

17. Luggage & Personal Belongings:

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Passengers are responsible for ensuring their personal belongings are loaded and removed from the vehicle.  Pearl Chauffeur Drive accepts no responsibility for items lost, damaged or left unattended unless caused by proven negligence.  Passengers should inform Pearl Chauffeur Drive at the time of booking if they have:

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  • excessive luggage;

  • oversized items;

  • specialist equipment;

  • additional requirements.

 

The chauffeur may refuse luggage that exceeds safe vehicle capacity.  Any recovery, delivery or return of forgotten items may incur additional charges.

18. Child 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 may be provided without charge;

  • additional seats may incur an additional fee.

 

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.

19. Animals & Assistance Animals:

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Pearl Chauffeur Drive welcomes assistance animals where legally required and with prior notification.  Any other animals must be approved in advance before travel.  Passengers must inform Pearl Chauffeur Drive at the time of booking if they intend to travel with an animal.  Additional cleaning or vehicle preparation charges may apply where required.  Pearl Chauffeur Drive reserves the right to refuse transportation of animals where safety, vehicle suitability or operational considerations prevent acceptance.

20. Airport Delays, Missed Flights & 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.

21. 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.

22. 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.

23. Insurance & 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.

24. Seat Belt Requirements & 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.

25. Vehicle Damage, Cleaning & 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 applicable, charges may be applied to the payment method used for the original booking.

26. Privacy, Confidentiality & 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.

27. 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.

28. Respect, Equality & 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.

29. Booking Through Representatives, Hotels & 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.

30. 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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