1. About us
Avenue Chauffeurs is the trading name used for our private hire and chauffeur services. Our contact details are:
- Email: info@avenuechauffeurs.co.uk
- Telephone: 07846 691908
- Legal operator name: Avenue Chauffeurs
- Correspondence address: Bishop's Stortford, CM23 2WL
- Licensing authority: East Hertfordshire
- Private hire operator licence number: 25/1358/TXPHO
2. Booking requests and confirmation
A website form, WhatsApp message, telephone enquiry or quotation request is not a confirmed booking. A booking is confirmed only when Avenue Chauffeurs has accepted the journey, received any payment required and sent written confirmation.
The person making the booking must provide accurate passenger, contact, pickup, destination, date, time, flight, passenger-count and luggage information. Please tell us in advance about child seats, mobility requirements, unusually large luggage or any other special requirements.
3. Quotes and prices
Unless stated otherwise, prices are quoted per vehicle and are based on the information supplied at the time of quotation. A quote may be revised if the itinerary, pickup time, passenger count, vehicle category, stops, waiting requirements or other material details change.
Your written quote will state what is included. Parking, tolls, congestion or clean-air charges, additional waiting, extra stops, accommodation and other external costs may be charged separately where they were not included in the quote.
If Avenue Chauffeurs is not VAT registered, VAT will not be added or shown as included. If our VAT status changes, the treatment of VAT will be made clear before the booking is confirmed.
4. Payment
Private and first-time customers may be required to pay the full quoted price in advance. Larger future bookings may be secured by a deposit, with the balance due by the date stated in the quotation. Bookings made close to the journey date normally require immediate full payment.
A booking is not secured until cleared payment has been received and written confirmation has been issued. Approved corporate customers may receive separately agreed invoice terms.
Additional charges arising after confirmation, including extra waiting, parking, tolls, additional stops, route changes, cleaning or damage, may be invoiced or requested separately.
5. Airport transfers
Passengers must provide the correct flight number, arrival date, terminal and a contact number that will work after landing. We will take reasonable steps to monitor the supplied flight, but passengers should notify us of cancellations, missed connections, diversions or material itinerary changes.
Airport arrival bookings normally include up to 60 minutes of complimentary waiting from the confirmed actual landing time, unless the quote states otherwise. Waiting beyond the included period may be charged. Airport parking above any allowance stated in the quote may also be charged.
Meeting instructions and chauffeur contact details will be supplied with or before the journey confirmation where applicable.
6. Non-airport waiting and no-shows
For ordinary pickups, up to 15 minutes of complimentary waiting may be allowed unless the quote states otherwise. Further waiting may be charged at the applicable vehicle rate.
A passenger may be treated as a no-show where the chauffeur is at the agreed location, the included waiting period has expired and reasonable attempts to contact the passenger have failed. No-show charges are intended to reflect the costs and losses reasonably incurred.
7. Cancellations and refunds
| Notice before pickup | Maximum standard charge |
|---|---|
| More than 24 hours | No standard cancellation charge |
| 12 to 24 hours | Up to 25% of the booking price |
| 6 to 12 hours | Up to 50% of the booking price |
| Less than 6 hours | Up to 100% of the booking price |
| No-show or chauffeur already dispatched | Up to 100% of the booking price |
Cancellation charges are intended to reflect costs and losses reasonably incurred. Where those losses can be avoided or reduced, an appropriate refund may be made.
Specialist vehicles, weddings, events, roadshows, multi-vehicle work and bookings fulfilled through another licensed operator may be subject to different cancellation terms. Any different terms will be disclosed before payment and confirmation.
8. Changes requested by the customer
Changes are subject to availability. Extra stops, material route changes, extended waiting, changes to pickup time or vehicle category may alter the price. The chauffeur must not be asked to exceed legal driving, vehicle, licensing or safety limits.
9. Vehicles and subcontracting
Website images illustrate vehicle categories and do not guarantee a particular registration, colour, specification or model unless confirmed in writing. We may provide a comparable executive or luxury vehicle with suitable passenger and luggage capacity.
Where permitted by law, Avenue Chauffeurs may arrange for another appropriately licensed private hire operator, driver or vehicle to fulfil a booking. Required booking and operator information will be provided to the passenger.
10. Passengers, luggage and child seats
The customer must book a vehicle suitable for all passengers and luggage. The chauffeur may refuse unsafe overloading. Child seats must be requested in advance and remain subject to availability. Passengers are responsible for checking that personal belongings have been removed at the end of the journey.
11. Passenger conduct
Smoking, vaping, illegal substances, abusive behaviour and conduct that risks the safety of the chauffeur, vehicle or other road users are not permitted. Seat belts must be worn where required by law.
We may terminate a journey where continuing would be unsafe or unlawful. The customer may be charged reasonable cleaning, repair and loss-of-use costs caused by deliberate or negligent damage or excessive soiling.
12. Delays and events outside our control
We will use reasonable care and skill in providing the service. Journey times cannot be guaranteed because traffic, road closures, weather, airport disruption, security restrictions, accidents and other events may be outside our control. Customers should allow sufficient time for flights, appointments and other fixed commitments.
If a vehicle becomes unavailable, we will take reasonable steps to provide a suitable replacement or offer an appropriate refund for any service we cannot provide.
13. Liability
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or rights that cannot legally be excluded.
We are not responsible for losses that were not reasonably foreseeable when the booking was confirmed or for losses arising from inaccurate information supplied by the customer.
14. Complaints
Please raise service complaints promptly by emailing info@avenuechauffeurs.co.uk. Include the booking reference, journey date and a clear description of the issue. We will investigate and respond within a reasonable time.
15. Personal information
We use personal information as explained in our Privacy Notice.
16. Governing law
These terms are governed by the laws of England and Wales. Consumers may bring proceedings in the courts available to them under applicable consumer law.
17. Changes to these terms
The terms that apply to a booking are those supplied or available when the booking is confirmed. We may update the website version for future bookings.
Last updated: 14 June 2026.