Terms and conditions

Effective 19 October 2026. BRZ Chauffeurs LTD, company number 17434457.

1. About us and these terms

1.1 These terms apply to every journey booked with BRZ Chauffeurs LTD, a company registered in England and Wales (company number 17434457), registered office 45 Russell Road, London E16 3QT (“BRZ”, “we”, “us”, “our”).

1.2 BRZ Chauffeurs LTD provides pre-booked private hire journeys in London under the Private Hire Vehicles (London) Act 1998. Our Transport for London (TfL) operator licence number will be shown here once it is issued. All drivers and vehicles we use hold valid TfL private hire licences.

1.3 By making a booking, you confirm you have read and accept these terms on behalf of yourself and every passenger travelling under your booking.

1.4 Definitions:

• Booking: a request for a journey that we have accepted and confirmed.
• Customer or you: the person or business making and paying for the booking.
• Passenger: anyone travelling in the vehicle under a booking.
• Pick-up time: the collection time stated in your booking confirmation.
• Fare: the price quoted and confirmed for the booking, plus any extras under section 3.

1.5 Nothing in these terms affects your statutory rights as a consumer.

2. Bookings

2.1 All journeys must be pre-booked by phone (020 3837 0075), email (info@brzchauffeurs.co.uk) or our website. As a private hire service, we cannot accept street hails, and our drivers cannot accept bookings directly.

2.2 A contract is formed only when we send you a written booking confirmation. Please check it carefully and tell us of any error straight away.

2.3 When booking, you must give accurate details, including: passenger name and mobile number, pick-up date, time and address, destination and any stops, number of passengers and items of luggage, flight or train number for airport and station pick-ups, and any special requirements (such as child seats or accessibility needs).

2.4 We record booking details as required by TfL regulations, including the date of booking, passenger name, pick-up time and place, main destination, fare quoted, and the driver and vehicle allocated.

2.5 We may decline a booking at our discretion, except where this would be unlawful (for example, refusing a passenger because of a disability or an assistance dog).

2.6 For corporate accounts, separate written account terms may also apply. Where they conflict with these terms, the account terms prevail.

3. Prices and payment

3.1 We agree a fixed fare with you before your booking is confirmed. Prices are in pounds sterling and include VAT where applicable.

3.2 The fare covers the journey as booked. The following extras may apply:

3.3 Payment terms are agreed at the time of booking. We accept debit or credit card (paid at the time of booking), bank transfer, cash, and monthly invoicing for customers whose account has been approved by our team.

3.4 Gratuities are at your discretion and are not included in the fare.

3.5 If a booking is changed during the journey at your request (for example, a new destination or extra waiting), we will charge the difference after the journey, using the card on file or by invoice.

4. Cancellations and changes

4.1 Cancellations made at least 24 hours before the pick-up time receive a full refund. Cancellations made between 12 and 24 hours before the pick-up time receive a 50% refund. If you cancel less than 12 hours before the pick-up time, no refund is due and the full fare is payable.

24 hours or more before pick-up

Full refund

12 to 24 hours before pick-up

50% refund

Less than 12 hours before pick-up

No refund

4.2 Refunds are paid to the original payment method within 2 working days of being approved by our team. The time the money takes to reach your account depends on your bank’s processing times.

4.3 Cancellations must be made in writing by email to info@brzchauffeurs.co.uk, or by phone and then confirmed by email. A cancellation is effective from the time we receive it.

4.4 No-shows. If the passenger has not met the driver within the free waiting time and we cannot reach the passenger or you by phone, the driver may leave at the end of the free waiting time (15 minutes after the pick-up time, or 60 minutes after landing or arrival for airport and international station pick-ups). This is treated as a late cancellation, and the full fare plus any waiting time is payable.

4.5 Changes. You may ask to change the pick-up time, address or journey. We will try to accommodate changes but cannot guarantee them. A change that we cannot accommodate is treated as a cancellation under 4.1, based on when the change was requested. Any price difference will be confirmed before the change is accepted.

4.6 Flight delays and cancellations. For airport pick-ups we monitor your flight and adjust the pick-up time to the actual landing time at no extra charge. If your flight is cancelled or diverted, please tell us as soon as possible; we will try to rebook you, but the cancellation charges in 4.1 still apply.

4.7 Cancellation by us. If we have to cancel your booking, you will receive a full refund. Our liability is limited to that refund, except as set out in section 8.

4.8 As a passenger transport service for a specific date and time, bookings are not covered by the 14-day cooling-off period under the Consumer Contracts Regulations 2013.

5. Punctuality, delays and journey times

5.1 We plan every journey to arrive at the pick-up point on time and allow reasonable time for expected traffic.

5.2 We are not responsible for late arrivals, or for any resulting loss, caused by traffic, congestion or conditions outside our control. These include road closures, roadworks, accidents, police or emergency incidents, demonstrations or events, severe weather, vehicle breakdown despite proper maintenance, and delays at airports, ports or stations.

5.3 Journey times quoted are estimates only. We do not guarantee arrival at a destination by a particular time. You are responsible for allowing enough time to catch flights, trains, ferries or appointments, and we accept no liability for missed connections, events or meetings.

5.4 If we expect the driver to be late, we will try to contact the passenger as soon as possible.

5.5 The driver chooses the safest and most suitable route. You may request a specific route, which may change the fare.

5.6 Drivers must obey speed limits and traffic laws at all times and will not do otherwise at a passenger’s request.

6. Passengers and luggage

6.1 Passenger numbers. The number of passengers must not exceed the vehicle’s licensed seating capacity. Drivers will refuse to carry extra passengers.

6.2 Seat belts. All passengers must wear seat belts where fitted. Passengers aged 14 and over are legally responsible for wearing their own seat belt and for any fine.

6.3 Children. Child seats must be requested at booking and are subject to availability. Where no suitable child seat is available, children may travel only as the law permits for licensed private hire vehicles. A child under 3 must travel in a rear seat, and a child aged 3 or over must use an adult seat belt in the rear. Children must be accompanied by an adult unless agreed with us in advance.

6.4 Luggage. Luggage must not exceed the capacity of the vehicle booked (for example, our First Class SUV carries a maximum of 3 suitcases). The driver may refuse luggage that is unsafe, excessive or not declared at booking. Passengers are responsible for their own luggage and valuables.

6.5 Conduct. Smoking and vaping are not permitted in any vehicle. Passengers must not consume food or alcohol in the vehicle without the driver’s permission. The driver may refuse to carry, or ask to leave at a safe place, any passenger who is abusive, violent, threatening, or under the influence of alcohol or drugs to a degree that puts safety at risk. No refund is due in these cases.

6.6 Damage and soiling. You are responsible for any damage to the vehicle caused by a passenger. A cleaning charge starting from £100.00 applies for soiling (including vomit). Each case is assessed individually, and the charge may include loss of earnings while the vehicle is off the road.

6.7 Prohibited items. Illegal, dangerous or hazardous items must not be carried.

6.8 Pets. Pets may travel only by prior agreement and must be kept in a suitable carrier. This does not apply to assistance dogs (see 7.4).

7. Vehicles, drivers and accessibility

7.1 We will provide the vehicle class you booked (Executive Saloon, First Class Saloon, Executive MPV or First Class SUV). The specific make and model are not guaranteed.

7.2 If the booked vehicle becomes unavailable, we may provide a vehicle of the same or a higher class at no extra cost. If only a lower class is available, we will offer you a partial refund of the difference or a full refund if you choose not to travel.

7.3 All drivers are TfL-licensed private hire drivers. We may subcontract a booking to another TfL-licensed operator where needed; you will be told when this happens.

7.4 Assistance dogs. We carry assistance dogs free of charge, as required by the Equality Act 2010. The only exception is a driver holding a TfL medical exemption certificate, in which case we will send another driver.

7.5 Accessibility. Please tell us at booking about any mobility needs, folding wheelchairs or other requirements so we can allocate a suitable vehicle. Drivers will provide reasonable assistance where safe to do so.

8. Lost property, liability and events outside our control

8.1 Lost property. Items found in our vehicles are recorded and kept for 30 days. Please report lost items to info@brzchauffeurs.co.uk with your booking details. We will try to return found items, and you may be charged the cost of delivery. Unclaimed items will be disposed of after 30 days. We are not responsible for items left in vehicles.

8.2 Our liability. Our total liability for any claim arising from a booking is limited to the fare paid for that booking. We are not liable for indirect or consequential losses, including missed flights, trains, meetings or events, loss of business or loss of profit.

8.3 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

8.4 Insurance. All vehicles carry hire-and-reward insurance as required for licensed private hire vehicles, including cover for passengers.

8.5 Events outside our control. We are not liable for failure or delay in performing a booking caused by events outside our reasonable control. These include extreme weather, natural disasters, strikes, fuel shortages, terrorism, civil unrest, pandemics, government action and major road closures. In these cases we will offer you a full refund or an alternative date.

9. Complaints, privacy and legal

9.1 Complaints. Please send complaints to info@brzchauffeurs.co.uk as soon as possible after the journey, with your booking details. Every complaint will be assessed within 7 days. We keep a record of all complaints as TfL requires. If you are not satisfied, you may contact TfL Taxi and Private Hire.

9.2 Privacy. We use your personal data only to provide and manage your booking, meet our legal and licensing duties, and contact you about your journey. We handle data under UK GDPR and the Data Protection Act 2018. Booking records are kept for 12 months as TfL regulations require. Our Privacy Policy explains this in full.

9.3 CCTV. Some vehicles may be fitted with CCTV or dashcams for safety. Signs will be displayed where this applies.

9.4 Changes to these terms. We may update these terms from time to time. The version in force when you book applies to that booking.

9.5 Severability. If any part of these terms is found unenforceable, the rest remains in effect.

9.6 Governing law. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

9.7 Contact us. BRZ Chauffeurs LTD, 45 Russell Road, London E16 3QT. Company number 17434457. Phone 020 3837 0075. Email info@brzchauffeurs.co.uk.