Terms & Privacy

1. Service

P5 Chauffeur is a licensed private hire operator providing pre-booked transport services. All journeys must be booked in advance through P5 Chauffeur. Drivers cannot accept street hails or direct bookings — any journey not booked through us is unlicensed and will not be carried out.

When you make a booking, a contract is formed between you and P5 Chauffeur. Bookings may be fulfilled by P5 Chauffeur drivers or approved partner drivers acting on our behalf.

2. Licensing & Compliance

P5 Chauffeur is licensed by Transport for London (TfL) as a private hire operator and operates in full compliance with the Private Hire Vehicles (London) Act 1998 and all applicable TfL licensing conditions.

3. Booking Confirmation

Once your booking is confirmed, you will receive a confirmation by email or SMS containing your journey details, your driver’s name, vehicle details, and licence information. Please check these details carefully. If anything is incorrect, contact us immediately.

4. Payment

Prices are fixed based on the booking details provided. Full payment is taken at the time of booking. P5 Chauffeur contracts directly with passengers, accepts payment, and is responsible for the service provided. Drivers carry out journeys on our behalf. Passengers must not make direct payments to drivers unless explicitly authorised by P5 Chauffeur.

5. Cancellations & Refunds

• More than 24 hours before pickup: 98% refund
• 6–24 hours before pickup: 50% refund
• Less than 6 hours or no-show: no refund

Refunds are issued to the original payment method. Processing times depend on your bank or card provider.

6. No-Show Policy

If the passenger is not present within:

• 15 minutes of the scheduled pickup time (standard journeys), or
• 60 minutes of the scheduled pickup time (airport pickups),

the booking may be treated as a no-show and no refund will be given.

7. Passenger Responsibilities

Passengers must:

• Provide accurate booking details at the time of booking
• Treat drivers with respect
• Not smoke or consume alcohol in the vehicle
• Not cause damage to the vehicle

Passengers are responsible for any damage or cleaning costs caused during the journey.

8. Extra Charges

Additional charges may apply for:

• Cleaning (£80–£150 depending on severity)
• Damage (repair or replacement cost)
• Excess waiting time beyond the grace periods in Section 6
• Route changes or diversions requested during the journey

9. Delays

We aim to provide a punctual and reliable service. However, P5 Chauffeur is not responsible for delays caused by traffic, road conditions, adverse weather, or other circumstances outside our reasonable control. We are not liable for missed flights, missed connections, or consequential losses arising from such delays.

10. Lost Property

We will make reasonable efforts to assist you in recovering lost items by contacting the driver on your behalf. However, we cannot guarantee recovery and passengers remain responsible for their belongings throughout the journey.

11. Complaints

If you experience an issue with your journey, please report it to us within 24 hours at [contact details]. If your complaint is not resolved to your satisfaction, you may escalate it within 72 hours and we will respond in accordance with our complaints process.

You also have the right to raise a complaint directly with Transport for London (TfL), our licensing authority. Details of how to contact TfL can be found at tfl.gov.uk.

12. Liability

Our liability is limited to the direct provision of pre-booked private hire services. We are not responsible for indirect or consequential losses, including missed flights or business losses, where caused by circumstances outside our control.

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or any other applicable law.

13. Promotions

Discounts and promotional offers are subject to their own specific terms and conditions and may be amended or withdrawn at any time without notice.

14. Safety & Conduct

Drivers may refuse or terminate a journey where required for safety or legal reasons. In such cases, P5 Chauffeur reserves the right to apply the no-show/no-refund policy depending on the circumstances.

Assistance dogs accompanying disabled passengers are always permitted in accordance with the Equality Act 2010. No additional charges apply. Drivers must give the benefit of the doubt where an assistance dog is not wearing a jacket or vest.

Other animals or excessive luggage may require prior agreement at the time of booking.

15. Data & Booking Records

P5 Chauffeur maintains booking records in accordance with TfL licensing conditions and applicable data protection law. For details of how we collect, use, and store your personal data, please refer to our Privacy Policy.

16. Changes to Terms

We may update these Terms from time to time. The current version will always be available at our website. Continued use of our services constitutes acceptance of the updated Terms.