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Terms and Conditions

General Terms & Conditions

1. Application of Terms

1.1 These Terms govern the provision of all private hire and chauffeur services offered by PRIVEV Ltd.
1.2 These Terms represent the entire agreement between PRIVEV Ltd and its Customers, superseding all prior versions.
1.3 By accessing or using our services, you agree to be bound by these Terms, including those referenced via hyperlink (e.g. Privacy Policy, Cookie Policy).

2. Definitions

(Condensed version for clarity; full legal definitions available upon request)

  • Customer: Any person or business booking chauffeur services from PRIVEV.

  • Private Hire Booking: A journey arranged with a licensed chauffeur in a licensed vehicle.

  • Driver: A licensed, TFL-registered chauffeur operating under PRIVEV.

  • Fare: The agreed amount payable for the service.

  • Additional Charges: Fees incurred beyond the base fare (e.g. waiting time, parking, tolls).

  • Account Holder: Corporate or individual clients approved for monthly invoicing.

  • Communication Software: Any app, mobile platform, or website used for booking or payment.

3. Nature of Service

3.1 PRIVEV is a TFL-licensed Private Hire Operator offering electric chauffeur services in London and beyond.
3.2 We operate with a fully electric fleet including the Mercedes EQS, EQE, and EQV models.
3.3 Chauffeurs are not permitted to accept bookings directly. All bookings must be made through official PRIVEV channels (website, email, phone, or app).
3.4 PRIVEV is solely responsible for accepting bookings and providing services.

4. Booking & Payment

4.1 All bookings require confirmation via email, phone, or website.
4.2 For online bookings, PRIVEV requires a minimum of 3 hours’ notice. Urgent bookings may be accommodated by phone.
4.3 Payment methods include credit/debit card, AMEX, or bank transfer. Cash is accepted by chauffeurs.
4.4 PRIVEV reserves the right to pre-authorize credit cards and/or request deposits in advance.
4.5 Business account holders are invoiced monthly and must settle balances within 30 days.
4.6 All fares are subject to 20% VAT.

5. Additional Charges

  • Waiting Time:

    • 60 minutes free for airport collections after landing

    • 15 minutes free for all other journeys

    • Charged at £1 per minute thereafter

  • Parking & Tolls: Charged at cost.

  • Extra Stops or Detours: May incur additional fees.

  • Out-of-hours bookings, holidays, and premium dates (e.g. Christmas, Wimbledon, Ascot) may carry surcharges.

  • Cleaning or Damage Fees: Applied for incidents caused by passengers.

6. Cancellations & Refunds

  • More than 24 hours before pick-up: Full refund

  • 12–24 hours: 50% charge

  • Less than 12 hours or no-show: 100% of fare payable

  • Weddings & multi-vehicle bookings: Separate cancellation terms apply (30-day notice minimum)

All refunds are subject to a processing fee.

7. Passenger Responsibilities

7.1 Customers must ensure all information provided is accurate.
7.2 Chauffeurs reserve the right to refuse service if a passenger is intoxicated, abusive, or poses a safety threat.
7.3 Smoking is strictly prohibited in all PRIVEV vehicles.
7.4 PRIVEV is not responsible for loss or damage to personal belongings. You are advised to check before exiting the vehicle.

8. Vehicle & Chauffeur Standards

8.1 Vehicles are fully licensed electric vehicles, maintained to luxury standards.
8.2 Chauffeurs are vetted, uniformed, trained in hospitality, and TFL-licensed.
8.3 We may substitute a vehicle of equal or higher standard when necessary.

9. Force Majeure

PRIVEV is not liable for delays or cancellations caused by events beyond its control, including but not limited to weather, traffic, strikes, accidents, or mechanical failure.

10. Data Protection & Privacy

10.1 We adhere to GDPR and the UK Data Protection Act 2018.
10.2 Customer data is processed for booking, regulatory compliance, and communication purposes only.
10.3 See our Privacy Policy and Cookie Policy for full details.
10.4 We use PCI‑DSS‑compliant third-party payment processors.

11. Intellectual Property

All website content, branding, and images are the property of PRIVEV and may not be reproduced without written permission.

12. Customer Feedback & Complaints

12.1 We welcome feedback and aim to resolve complaints swiftly.
12.2 Complaints must be submitted in writing within 7 days of the booking.
12.3 Contact: info@privev.com

13. Governing Law

These Terms are governed by English law, and any disputes will be resolved under the jurisdiction of the courts of England and Wales.

14. Amendments

PRIVEV reserves the right to amend these Terms at any time. Updates will be published on www.privev.com and apply from the time of publication.