Terms and Conditions

1. Bookings & Payments

• All bookings require a minimum of 24 hours’ notice when made online. Bookings with less than 12 hours’ notice are subject to availability and should be made by phone.

• All journeys must be prepaid in full at the time of booking unless otherwise agreed in writing.

• Accepted payment methods: cash, debit/credit card, and bank transfer.

• There is no surcharge for card payments. Transactions will appear as Alpine Chauffeurs Ltd on your statement.

2. Waiting Time Policy

• Airports: 60 minutes of free waiting time is included from the actual flight landing time. After this, a £40 per hourcharge applies, billed in 15-minute increments.

• Non-airport journeys: The first 10 minutes of waiting is free. Thereafter, the same £40/hour rate applies.

• For airport collections, flight delays are monitored. However, it is the client’s responsibility to provide accurate flight numbers and landing times.

3. Cancellation & Refund Policy

• Cancellations made 72 hours or more before the booking will be refunded in full.

• Cancellations made within 48 hours of the scheduled booking are non-refundable.

• No-shows at the agreed pickup point and time will be treated as cancellations and are non-refundable.

• Wedding bookings: Deposits are refundable only if at least 72 hours’ notice is given. Final balances must be paid 30 days before the event.

4. Delays, Liability & Force Majeure

• We cannot accept responsibility for delays caused by unforeseen events such as traffic congestion, road closures, extreme weather, vehicle breakdowns, accidents, or acts of God.

• Alpine Chauffeurs Ltd reserves the right to cancel any booking without liability if there is a threat to the safety of passengers or drivers, or if the booking is deemed unreasonable or unlawful.

• We are not liable for missed flights or appointments due to delays outside our control. Customers are advised to allow adequate time for their journey.

5. Vehicle & Chauffeur Substitution

• We reserve the right to substitute the booked vehicle or chauffeur in cases of emergency, breakdown, or scheduling conflicts. The replacement will be of equal or higher standard.

• Subcontracted vehicles may occasionally be used, and will also meet our quality and insurance standards.

6. Customer Conduct & Safety

• Passengers are required by UK law to wear seat belts at all times.

• No smoking or vaping is allowed in any of our vehicles.

• Alcohol consumption is strictly prohibited unless agreed in advance in writing.

• Any passenger who is under the influence of alcohol or drugs, or who poses a risk of harm, damage, or abuse to the chauffeur or others, may be refused service. In serious cases, police may be involved.

• Food consumption is not permitted inside the vehicles unless pre-approved.

7. Damage, Valeting & Cleaning Fees

• Customers are responsible for any damage to the vehicle (interior or exterior) caused during the journey. Cleaning fees for soiling the vehicle (e.g., due to illness) are typically £100+.

• A valeting charge may also apply for excessive mess or spills.

8. Lost Property

• Items left in vehicles will be kept at our office for up to 30 days. Customers must arrange collection or delivery (charges may apply).

• Alpine Chauffeurs Ltd accepts no liability for lost or damaged items.

9. Special Requests

• Requests such as child seats, bottled water, or specific vehicles must be made at the time of booking. While we do our best to accommodate, they are not guaranteed.

• Wi-Fi is available in some vehicles, but availability is not guaranteed and may be affected by network coverage.

10. Bank Holidays & Surcharges

• Online quotes do not include surcharges for bank holidays (e.g. Christmas Day, New Year’s Eve). If your journey falls on a public holiday, an additional charge will apply and will be communicated during the booking process.

11. Route & Journey Adjustments

• Our chauffeurs will use their discretion to take the most efficient route on the day unless instructed otherwise by the client.

• Any detours, unscheduled stops, or mileage beyond the agreed booking may result in additional charges.

12. Insurance & Liability

• All our vehicles (including subcontracted vehicles) are fully insured for hire and reward and covered for passenger liability.

• However, Alpine Chauffeurs Ltd accepts no responsibility for loss or damage to passengers’ belongings during transit.

13. Data Protection & Privacy

• By booking with us, you agree to us contacting you via phone or email regarding your booking. We will not shareyour data with any third party.

• We comply with the UK General Data Protection Regulation (UK GDPR).

14. Complaints & Feedback

• We strive for excellence and value your feedback. If you have any concerns, please contact us in writing within 48 hours of your journey.

• Complaints received after this time may not be investigated.

15. Statutory Rights

• Nothing in these Terms & Conditions shall affect your statutory rights as a consumer under UK law.