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Terms & Conditions

1. Service Agreement

CLA Luxury Voyage provides chauffeur-driven passenger vehicle services to the Client (the individual or legal entity making the booking) for agreed journeys or hire periods, subject to the following Terms and Conditions.

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2. Quotations & Bookings

All enquiries will be responded to promptly via email or telephone. Quotations are based on the information provided by the Client at the time of enquiry. A booking is confirmed once the Client accepts the quotation and full payment has been received.

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3. Payment Terms

Full payment is required at the time of booking to secure your reservation. We do not operate on a deposit basis. We accept the following methods of payment:

  • Credit / debit cards (Visa, MasterCard, American Express)

  • Bank transfer

  • Approved credit account (subject to prior agreement)
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4. Card & Processing Fees

In accordance with the Payment Services Regulations 2017, no surcharge is applied to consumer debit or credit cards issued within the UK or EEA. For payments made using corporate/commercial cards or cards issued outside the UK/EEA, a processing fee of 3% will apply. Any applicable fee will be clearly communicated to the Client prior to payment being processed.

 

5. Late Payments

Any bank or administrative charges incurred due to failed or delayed payments will be passed on to the Client. Late payments will incur statutory interest at 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. Fixed late payment charges apply as follows:

  • £40 for invoices up to £999

  • £70 for invoices of £1,000 or more

 

6. Waiting Time & Delays

Airport collections include 60 minutes complimentary waiting time from the actual arrival time. Cruise terminal, ferry, and rail station collections include 30 minutes from scheduled disembarkation time. Hotel or residential collections include 15 minutes from the scheduled pick-up time. Hourly bookings do not incur waiting time charges as the time is already reserved. Additional waiting time will be charged pro rata at the standard hourly rate for the vehicle booked. Where delays are not publicly communicated in advance, the Company reserves the right to charge waiting time from 20 minutes after the scheduled arrival time. Waiting time charges: £60 per hour.

 

7. Journey Variations

Any variation to the agreed journey or hire period, including additional stops, extended waiting time, or increased distance, may result in additional charges.

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8. Parking, Tolls & Additional Charges

All quotations include standard parking, congestion charges, Ultra Low Emission Zone (ULEZ) charges, and road tolls unless otherwise stated. Additional charges may apply where waiting time exceeds the complimentary period or where extended parking is incurred.

 

9. Cancellations, Refunds & No-Shows

Full payment is taken at the time of booking. The following cancellation policy applies:

  • Cancellations made more than 48 hours before the scheduled journey will receive a full refund.

  • Cancellations made between 24 and 48 hours before the scheduled journey will receive a 50% refund.

  • Cancellations made less than 24 hours before the scheduled journey are non-refundable.

  • In the event of a no-show, the full booking value is forfeited and no refund will be issued.

 

Company Cancellation

In the unlikely event that CLA Luxury Voyage must cancel a booking due to circumstances within our control, the Client will receive a full refund of all monies paid. Where possible, we will endeavour to arrange an alternative vehicle of equivalent or superior standard. The Company's liability is limited to the refund of the booking amount and no further compensation will be payable.

 

10. Vehicle Availability

The Company will make every reasonable effort to provide the vehicle category booked. Where this is not possible, a complimentary upgrade may be provided at no additional cost.

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11. Service Standards & Liability

The Company will endeavour to ensure punctual arrival and efficient routing. However, no liability is accepted for delays caused by factors beyond the Company's control, including traffic conditions, road incidents, weather, or other unforeseen circumstances. The Company shall not be liable for any indirect or consequential losses arising from such delays.

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12. European & Cross-Border Transfers

CLA Luxury Voyage offers chauffeur transfers to European destinations via the Eurotunnel. The following conditions apply to all cross-border journeys:

  • All passengers must hold a valid passport for the duration of travel. It is the Client's sole responsibility to ensure all travel documents are in order prior to departure.

  • The Company will arrange and manage all Eurotunnel bookings on the Client's behalf. Any changes to travel dates or times that affect Eurotunnel reservations may incur additional charges.

  • The Client is responsible for ensuring compliance with all relevant customs, immigration, and border control requirements for the countries being travelled through or to.

  • In the event of border delays, passport issues, or customs inspections beyond the Company's control, no liability will be accepted for resulting delays or missed connections.

  • Pet travel via Eurotunnel is available subject to compliance with all current UK and EU pet travel regulations, including valid pet passports and health documentation. It is the Client's responsibility to ensure all pet travel requirements are met prior to travel.

  • Where Eurotunnel, ferry or other transport has been pre-booked by CLA Luxury Voyage on the Client's behalf, those costs are non-refundable in the event of cancellation, regardless of notice given. The standard cancellation policy in Clause 9 applies to the chauffeur fee element only. Full documentation of pre-booked costs will be provided upon request.

 

13. Passenger Conduct

The Company reserves the right to refuse carriage to any passenger whose behaviour is deemed unsafe, disruptive, or abusive, or who is under the influence of alcohol or drugs. Smoking is strictly prohibited in all vehicles. Consumption of food is not permitted unless agreed in advance. Any damage or excessive soiling will incur a minimum charge of £500. No refund will be issued where a journey is terminated early due to passenger misconduct.

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14. Insurance

All vehicles are fully insured in accordance with United Kingdom law, including public liability cover. All drivers are fully licensed, professionally trained, and have undergone appropriate background checks in line with local authority requirements, including Disclosure and Barring Service (DBS) screening where required.

 

15. Data Protection & Privacy

CLA Luxury Voyage is committed to protecting the privacy and personal data of all Clients in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal data collected during the booking process is used solely for the purpose of fulfilling your journey and will not be shared with third parties without your consent, except where required by law. For full details on how we collect, store and use your personal data, please refer to our Privacy Policy available on our website.

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16. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Nothing within these Terms affects the Client's statutory rights.

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