Your Journey.
Our Commitment.

1. About these terms

These Terms and Conditions apply to chauffeur and private-hire journeys supplied by Winchester Executive Transfers (“we”, “us” or “our”). By confirming a quotation or booking, you agree to these terms. Nothing in these terms affects your statutory rights.

2. Quotations and bookings

Submitting an enquiry does not create a booking. A booking is accepted only when we confirm it in writing by email, text message or WhatsApp. Your confirmation will set out the agreed collection, destination, date, time, vehicle and price. Please check it promptly and tell us about any error.

Unless stated otherwise, quotations are based on the information supplied and may change if the route, waiting time, number of passengers, luggage, stops or other requirements change.

3. Passengers and luggage

You must give accurate passenger and luggage details when booking. Luggage must fit safely within the confirmed vehicle and must not obstruct the driver or passenger compartment. The Lexus RX carries up to four passengers and four large suitcases. The Lexus ES carries up to four passengers and either two large or three medium suitcases. If the declared luggage cannot be carried safely, we may arrange a suitable alternative where available and advise you of any additional cost before proceeding.

4. Female driver requests

A female driver may be requested when booking. Requests are subject to availability and are not guaranteed unless specifically confirmed by us in writing.

5. Collection times, delays and airport journeys

We plan journeys carefully and use reasonable efforts to arrive at the agreed time. Journey and arrival times are estimates and may be affected by traffic, weather, road closures, security incidents or other circumstances outside our reasonable control. Please allow sufficient time for airport check-in, appointments and connections.

For airport collections, you must provide accurate flight details and notify us of changes as soon as possible. We may monitor published flight information, but you remain responsible for keeping us informed where details change.

6. Changes by the customer

Requested changes are subject to driver and vehicle availability. A revised route, collection time, additional stop, waiting period or other material change may result in a revised price. We will explain and seek agreement to any additional charge before providing the changed service where reasonably possible.

7. Cancellation and refunds

All cancellations must be submitted in writing by email, text message or WhatsApp and are effective when received by us.

• More than 24 hours before the scheduled pickup: a £20 administration fee will apply and any remaining amount paid will be refunded.
• Within 24 hours of the scheduled pickup: up to 100% of the booking value will be payable.
• No-show: up to 100% of the booking value will be payable.

Any cancellation charge will be applied fairly and will not exceed our reasonable direct loss, taking account of costs avoided and our ability to accept another booking. Approved refunds will normally be returned to the original payment method within 5–10 business days.

If we cancel for reasons that are not your fault and cannot provide a reasonable alternative, we will refund payments received for the service not supplied. Nothing in these terms limits your statutory rights.

8. Waiting time and no-shows

Standard pickups: 15 minutes of complimentary waiting time is included from the confirmed pickup time. After that period, waiting time is charged pro-rata at the applicable vehicle rate, currently between £50 and £100 per hour. The applicable rate will be stated or confirmed when the booking is made.

Airport pickups: 60 minutes of complimentary waiting time is included from the confirmed flight landing time when an accurate flight number has been supplied. Waiting beyond 60 minutes is charged pro-rata at the applicable vehicle rate. Additional parking charges may also be payable at cost.

Please contact us promptly if you are delayed or cannot locate the chauffeur. Where the complimentary waiting period has expired and we cannot contact or locate the passenger, we may treat the booking as a no-show and release the chauffeur. A no-show may be charged up to 100% of the booking value, subject to applicable law and the fair-cancellation provisions above.

9. Passenger conduct and safety

Passengers must follow reasonable safety instructions, wear seat belts where required, respect the vehicle and driver, and comply with the law. Smoking, vaping, illegal substances, threatening behaviour and conduct that risks safety are not permitted. We may end or refuse a journey where continuing would be unlawful or unsafe. The customer is responsible for reasonable cleaning or repair costs arising from damage or exceptional soiling caused by their party, supported by appropriate evidence.

10. Vehicles and drivers

We will use reasonable care and skill in providing the service. If an agreed vehicle becomes unavailable, we may offer a suitable replacement of a comparable standard. Any replacement will be communicated as soon as reasonably possible. Driver requests and vehicle preferences are subject to written confirmation.

11. Liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory rights. Subject to this, we are not responsible for loss caused by inaccurate information supplied by you or by events outside our reasonable control. Please keep valuables with you; lost property will be handled reasonably and returned where practicable.

12. Subcontractors and partner operators

From time to time, Winchester Executive Transfers may use a suitably licensed and insured subcontractor or partner operator to fulfil a journey. Where this is necessary, we remain responsible for arranging the service under your confirmed booking.

13. Passenger behaviour, cleaning and damage

The customer is responsible for the conduct of all passengers in their party. Reasonable cleaning, repair or replacement costs may be charged where a passenger soils or damages a vehicle. We will provide appropriate evidence of the cost on request. Receipts requested on the day of travel may take up to two working days to issue by email.

14. Alcohol, drugs, violence and abuse

We may refuse to carry a passenger who appears to be under the influence of alcohol or drugs, or whose behaviour creates a safety risk. We may immediately terminate a journey where a customer or passenger threatens, abuses or puts a chauffeur, passenger, vehicle or other person at risk. Passengers may be asked to leave the vehicle as soon as it is safe and lawful to do so. Any charge or refund will be considered fairly in light of the circumstances and applicable law.

15. Flight monitoring

Where accurate flight details are provided, we will use reasonable efforts to monitor the incoming flight and adjust the airport collection time accordingly. Customers must notify us promptly of changes to the flight number, date or airport.

16. Punctuality and circumstances beyond our control

We use reasonable efforts to ensure chauffeurs arrive punctually. We are not responsible for delay caused by events outside our reasonable control, including severe traffic disruption, road closures, accidents, extreme weather or security incidents. This does not affect any rights or remedies that cannot lawfully be excluded.

17. Journey times

We will use reasonable endeavours to reach the destination on time, but journey and arrival times are estimates. Customers should allow sufficient time for flights, appointments and onward connections. We are not responsible for loss caused solely by road or traffic conditions outside our reasonable control.

18. Passenger numbers

Every passenger, including each child regardless of age, counts as one passenger for vehicle-capacity and safety purposes. The customer must provide an accurate passenger count when making the booking.

19. Child seats

Winchester Executive Transfers does not own or routinely supply child or booster seats. Passengers are welcome to bring their own suitable child seat and are responsible for checking that it is appropriate for the child and for installing it correctly.

If you would like us to try to arrange a child or booster seat, please contact us by email at info@winchesterexecutivetransfers.co.uk when making the booking. We will use reasonable efforts to obtain one through a third party, but availability cannot be guaranteed unless we confirm it in writing.

20. Partner vehicle where a chauffeur is delayed

If the assigned chauffeur cannot reach the collection point on time because of traffic or another operational issue, we will use reasonable efforts to provide a suitable vehicle and chauffeur through one of our licensed partners.

21. Driver non-arrival

If the chauffeur has not arrived at the confirmed collection time, please contact us by email, telephone or WhatsApp before leaving the pickup point or arranging alternative transport. We will investigate and try to provide a reasonable solution. Nothing in this clause removes any statutory right to a refund or compensation where applicable.

22. Vehicle or chauffeur substitution and onboard rules

Where reasonably necessary, we may substitute the booked vehicle or chauffeur with a suitable alternative of a comparable standard. All vehicles operate a strict no-smoking and no-vaping policy. Eating or drinking may be restricted where reasonably necessary to protect the vehicle, except for bottled water or where agreed in advance.

23. Insurance and personal property

Vehicles used for our services are required to carry appropriate passenger and third-party insurance. Customers remain responsible for their personal belongings. We do not exclude liability where loss or damage is caused by our negligence or where liability cannot lawfully be excluded.

24. Luggage

Customers must provide accurate luggage details and ensure their belongings are collected when entering or leaving the vehicle. Chauffeurs may assist with luggage where safe and practical. Winchester Executive Transfers and its subcontractors are not responsible for loss or damage unless caused by negligence or another matter for which liability cannot lawfully be excluded.

25. Vehicle breakdown

If a vehicle breaks down during a journey, we will use reasonable efforts to arrange a suitable alternative vehicle so the journey can be completed as soon as reasonably possible.

26. National emergencies and force majeure

We may cancel, suspend or change services where performance is prevented by a declared national emergency, riot, war, fuel shortage, extreme weather, terrorist incident, government restriction or another circumstance beyond our reasonable control. If we cancel and cannot provide a reasonable alternative, payments received for services not supplied will be refunded.

27. Bookings made directly with chauffeurs

All journeys must be booked and confirmed through Winchester Executive Transfers. A private arrangement made directly with a chauffeur, without confirmation from us, is outside your contract with Winchester Executive Transfers and is not covered by our booking terms. Please use our official contact details for all bookings and changes.

28. Personal information

We use personal information to respond to enquiries, arrange journeys, communicate with passengers, maintain records and meet legal obligations. Further details are provided in our Privacy Policy. Please do not send unnecessary sensitive information through the enquiry form.

29. Complaints

Please raise any concern promptly so we can investigate. Contact us at info@winchesterexecutivetransfers.co.uk with your booking details and a clear description of the issue. We will respond within a reasonable time.

30. General

If any provision is found unenforceable, the remaining provisions continue to apply. A delay in enforcing a right does not waive that right. These terms and each booking are governed by the law of England and Wales. Consumers may bring proceedings in the courts available to them under applicable law.

Last updated: 13 August 2026