Terms & Conditions
Licensing and insurance
Emerald Lifestyle London is approved by the Public Carriage Office.
Clients approached by drivers independently should note the following:
- Both driver and the client would not be insured.
- The safety of the client could not be guaranteed as there would not be an official record of their travel.
- The law states that when a vehicle and driver is hired for the purpose of travel it is done via the local council and PCO approved and licensed booking office.
- We are only insured for passenger travel. This insurance is for public liability and not independent travel insurance.
All business between clients and Emerald Lifestyle London is a transaction based on the terms and conditions defined here (on this website). When any client places an order the assumption, therefore, is that the client agrees to all the terms and conditions defined here (on this website).
General Terms & Conditions
- Your statutory rights are not affected by these terms and conditions.
- Minimum charge 2 hours.
- All our prices are quoted in pound sterling.
- All prices are exclusive of VAT at 20%.
- All hire charges are rounded up to the nearest 30 minutes.
- There is a 5% surcharge on credit & visa card payments.
- There is a 10% surcharge on American Express Card.
- All parking and entrance are chargeable at costs.
- Tolls and congestion zones are not included.
- Your booking charge may be subject to additional waiting time and car park.
- All cancellations must be within 24 hours notice.
- All bookings fees must be paid in 24 hours prior to departure.
- All hiring starts from the exact pick up point to the exact destination entered only.
- We operate a no smoking policy in all our vehicles.
- Emerald Lifestyle London accepts no responsibilities for any loss or damage to any property or luggage carried in the vehicle however such loss occurs.
- Our chauffeurs will travel using the most appropriate routes unless instructed otherwise at the time of booking.
- Emerald Lifestyle London accept no responsibility for bodily injury or death or sickness to the signatory of the contract or any other person except where such death or injury is caused directly by a member of Emerald Lifestyle London.
- Emerald Lifestyle London will make every effort that our chauffeurs arrive on time, however we cannot take responsibility for unforeseen circumstances i.e. Traffic delays, accidents, breakdowns, severe weather conditions, strikes or road works.
- Emerald Lifestyle London will endeavour to provide the vehicle you request. However, in the unlikely event that we are unable to do so, we reserve the right to provide a substitute vehicle of similar type and capacity. You will be informed of this.
- Emerald Lifestyle London will require the names of all clients they are driving.
- When the client desires to travel to a particular place the chauffeur will travel by the route which is in his/hers opinion is the most suitable at the time.
- Emerald Lifestyle London may increase charges on bank holidays and other occasions and shall inform all concerned of such charges in advance.
- Any bookings made for the 23, 24, 25, 26, 31 December and 1 January will attract an additional charge of 100% on prices published and quoted by other communication methods.
- Emerald Lifestyle London resumes the right to use sub contractors. We occasionally have to subcontract work out to other companies, however we only use subcontractors that have the same high standard as ourselves thus ensuring to our customer the same excellent service we endeavour to provide.
- Purchase of Services
By placing an order through our Website, phone, or via email, you agree that you are legally capable of entering into binding contracts and you are at least over 18 years old.
The Emerald Lifestyle London reservation team will make every effort to assist their clients 24/7. We will strive to exceed all expectations at all times, but 24 hours’ notice may be required to prepare the chauffeured vehicle for your specific journey. All prices quoted are in GBP, with hiring starting at the pickup point (A) and finishing at the drop off point (B) except those hires to or from various airports or those that are the subject of a fixed charge.
To obtain a quote or make a booking through our booking agents, you are required to provide us full contact details, full name, contact number, and email address. Failing to do so, Emerald Lifestyle London will not be able to assist you any further.
- 3. Online Bookings
Emerald Lifestyle London will require the names of all clients they are driving.
All online bookings are subject to Emerald Lifestyle London approval. Occasionally errors may occur where online maps & quotes are calculated incorrectly, in the instance where an error is made and a product is listed at an incorrect price, Emerald Lifestyle London shall maintain the right to refund or cancel orders placed at the incorrect price. If the order has been confirmed and charged to your credit card, Emerald Lifestyle London shall immediately issue a credit in the amount of the incorrect price or where unsuitable issue a full refund.
Prices and product availability are subject to change without notice. All specials and promotions limited to availability. Call for current prices. We reserve the right to limit quantities of promotional products. Separate policies apply to specific offers within this website. See individual offer policies and notes for details.
Emerald Lifestyle London is not responsible for typographical errors and we make every effort to ensure the accuracy of the information published in our brochures and websites. The documents and graphics published on this site may contain technical inaccuracies or typographical errors. Emerald Lifestyle London makes no representation about the suitability of the information and graphics represented on this site. All such documents and graphics are provided “as is” without warranty of any kind.
Emerald Lifestyle London request a minimum of 24 hours notice for any online bookings if you would like to book a car with less than 24 hours notice – Please call email us on firstname.lastname@example.org
By supplying your email address and contact details you permit Emerald Lifestyle London to contact you via email, in return we promise this information is kept by Emerald Lifestyle London and is only used by us to service the applicant’s request.
- Online prices are valid for UK travel only. If you require traveling to Europe, please call our office.
- All bookings scheduled between 22:00 pm – 05:00 am are subject to 50% additional charges from online prices.
- Online prices or bookings do not allow for public and bank holidays like Easter, Christmas Eve or Day, or New Year’s Eve or Day where 50% additional charges will apply. All other bank holidays will be subject to a 25% surcharge.
- All bookings scheduled into Congestion Charge Zone Monday to Sunday 07:00 am – 22:00 pm will incur a £15.00 flat fee that goes to TfL.
If you disagree Emerald Lifestyle London will refund you the full amount paid excluding credit card charges.
- Lost Properties
Emerald Lifestyle London will keep a “lost property book” at the office, and will endeavour to return any lost items in our vehicle(s) or sub contracted vehicle(s) to all Clienteles (there may be additional charges for this services).
When you book on this Website, we will ask you to input personal details in order for us to identify you and secure your bookings, such as your name, e-mail address, billing address, credit card, or other payment information. We confirm that the payment information will not be held by us, but securely encrypted on the third-party payment system we use. Your email address is automatically entered onto our mailing list where we endeavour to send only one email per month, of which you can unsubscribe at any time. If you are or have been our client in the past, we reserve full rights to use your company name / or logo on our website/s under our clients’ section without written notice.
- 6. Single and Return Journeys
All return journeys on the same day are subject to waiting time charges if the return journey is within 3 hours or out of London. If the return journey is scheduled within more than 3 hours no waiting time charges apply, however, the return journey may be completed by a different driver.
All returned journeys booked on the same day for any sports events such as Wimbledon Tennis, Ascot, Rugby or Football will be charged a waiting time from drop off till pick up time plus car park charges. Single journeys from or to any sports events such as above or concerts in O2 or Wembley are subject to additional charges. On such events, please call our office and discuss your requirements. Hourly hire service will be more suitable.
- 7. Waiting Time
All quotes for journeys collecting from a flight into a UK airport include 45 minutes of complimentary waiting time. All other journeys include 15 minutes of complimentary waiting time. After the complimentary waiting time for all journeys, a charge calculated in 15 min increments of GBP £40/hour will be applied to the provided debit or credit card when the booking is been made. Or ‘We reserve the right to charge to any credit or debit card provided at the time of booking’
- 8. Payments
If there are any changes or variations including extra mileage to the journey other than what was agreed at the time of booking, the clientele shall be charged extra in accordance with the pricing structure on our website (e.g. extra mileage, hourly rate & Waiting time).
Upon mutual agreement of charges for services to be provided please note the following:
payment shall be required 24 hours prior to travel date by credit or visa card.
Any changes to the original agreement shall be charged accordingly.
7.1 All charges specified herein, and in the current tariff published by the Company, are payable in advance except for where the client has a credit account or a credit card pre-approved by Emerald Lifestyle London. The credit or debit card you provide when making the booking will be charged for any additional charges e.g. extra waiting time, parking charges.
7.2 Credit or debit card payments have no surcharge. However, credit card charges are non-refundable for booking cancellations.
7.3 All online quoted prices are inclusive of 20% VAT.
7.4 Your booking may be subject to additional waiting time and car park charges.
7.5 The charge on your credit/debit card statement will be shown as Emerald Lifestyle London .
7.6 Rates are subject to change at any time without prior written notice.
7.7 Stop charge: £20 + VAT charge applies to any stops on the way to drop off or pick up location to pick up another passenger or an item. 15 minutes grace period is allowed at stops.
7.8 Invoices are issued in UK sterling
7.9 Prices quoted for A.D (as directed) rate include multiple stops and waiting time, (Allowing 10 miles per hour only). The usage of the car is restricted to central London area only with certain mileage allocation. Any mileage thereafter is charged at an additional per mile rate (please see website). Airport transfers are not normally included in the A.D (as directed) hire and are charged in addition to the standard rate.
- 9.Business & Personnel Accounts
Prior to making any Bookings for any Account Services, the Customer must first open an Account with Emerald Lifestyle London.
9.1 Business or personnel accounts can be set up with credit and debit cards or alternatively direct debit as a method of payment.
9.2 All applicants for opening an account with Emerald Lifestyle London must provide two references required to check creditworthiness.
9.3 Personnel accounts customers must also provide two recent utility bills.
9.4 All account charges incurred shall be invoiced after each booking or on the last working day of each month.
9.5 As a condition of opening an account with Emerald Lifestyle London the applicant must agree to pay all invoices within 7 days from the date of invoice.
9.6 Late payments will incur interest charge of 5% on daily basis.
9.7 At the time an account is authorized, Emerald Lifestyle London may set a Credit Limit.
9.8 In the event that the applicant has exceeded the Credit Limit agreed, Emerald Lifestyle London may at its absolute discretion withhold the Service from the applicant.
9.9 It will be the duty of the applicant to ensure that the use of the Service is operated within the Credit Limit.
- 10.Termination of Account
Either parties may be able to terminate this Agreement by providing one month written notice.
Without prejudice, Clienteles are in breach of any of the ‘Terms & Condition’ of this Agreement, Emerald Lifestyle London shall have the right to terminate this Agreement or suspend certain provisions of Services, or suspend the Clienteles Account facility, immediately with or without formal notification.
When an Account is terminated, by any means whatsoever, the Customer shall pay to the Company all outstanding Charges which are owed to Emerald Lifestyle London as at the date of termination.
- 11.Non Accounts
Emerald Lifestyle London resumes the right to request for a full payment or a deposit when (making a Non Account booking).
All Non Account bookings can be made by credit card and debit card and a 70% payment is required in advance. However, a full address for the booking must be connected with the applicant making the booking. A credit/debit card preauthorization may still be required when making contact with your chauffeur.
- 12. Cancellation and Refund Policy
12.1 For all bookings (excluding wedding-related bookings) cancellations or amendments must be made and acknowledged by Emerald Lifestyle London 12 hours before the scheduled pick-up time. Otherwise, Emerald Lifestyle London reserves the right to charge the client for the full amount. This also applies to bookings that are made within 12 hours of the pickup time.
- For all wedding-related bookings 7 days, notice must be provided to cancel wedding bookings.
- If wedding cancellations are made within 7 days 50% of the booking fee will be charged.
- If wedding cancellations are made less than 48 hours of the booking date the full amount will be charged.
12.2 If the cancellation is made and acknowledged by Emerald Lifestyle London 12 hours before the booking is scheduled, Emerald Lifestyle London will refund the full amount charged to the debit or credit card used to make the booking. Please note credit card charges are not refundable.
- Single journey(s) within London (excluding airport transfers) are subject to 2 hours free cancellation or amendment policy.
- Hourly bookings within London are subject to a strictly 12 hours free cancellation or amendment policy.
- Airport or private charter transfers are subject to a strictly 12 hours free cancellation or amendment policy.
- All bookings scheduled from or out of London are subject to strictly 24 hours cancellation or amendment policy.
- Booking amendments made less than 2 hours for the same or different date minimum fare for the relevant vehicle will be applied. To view our tariff, please click here.
- Up to 30% administration fee may apply to your booking(s) or cancellation based on administration time and efforts spend by our admin team. Such cost will be at the company’s discretion.
12.3 Prestige Chauffeur Vehicles such as Range Rover Vogue, Rolls Royce Ghost, Maybach, Bentley Mulsanne, and Rolls Royce Phantom are subject to strictly 48 hours free cancellation or amendment policy. If the service is cancelled by the customer within 48 hours from the start of the period of hire, 100% of all monies paid will be non-refundable.
12.4 Multi Days and Multi-Car Bookings
For bookings involving two or more vehicles in one day or one vehicle for multi-days hire the following cancellation fees will apply:
12.4.1 Less than 7 days and more than 24 hours notice a 50% cancellation charge for each vehicle.
12.4.2 Less than 24 hours notice 100% cancellation fee will be charged.
12.5 No-Show Policy
12.5.1 If the customer fails to show at the designated location for which a reservation has been made and a confirmation was sent out, all monies paid will be non-refundable.
12.5.2 In the event of any dispute concerning the calculation by Emerald Lifestyle London of its charges, such dispute shall be notified to Emerald Lifestyle London by the client within 14 days of the invoice being presented. In the event of no such notification being received by Emerald Lifestyle London, the client shall accept the amount as being properly calculated and due.
12.5.3 In the event of there being any disputes regarding the interpretation of Terms and Conditions relative to the agreement, Emerald Lifestyle London decision shall be final and binding upon the Customer.
- 13. Chauffeurs &Travel
13.1 Our chauffeurs will drive at reasonable speeds according to their judgment of the prevalent road conditions and traffic at any particular time. When a hirer desires to travel to a particular place, the driver will, unless specifically otherwise instructed, travel by the route which is, in the chauffeur’s opinion, the best and most convenient for motoring, whether the route is the shortest or not, and no allowance will be made to the hirer on the ground that the route adopted is not actually the shortest. Or – ‘unless a specific route is requested at the time of hiring’
A reasonable amount of ordinary passenger luggage is allowed, but luggage which, in the opinion of the chauffeur amounts to an excessive weight will not be carried. Or ‘We reserve the right to refuse to carry luggage, which in the opinion of the chauffeur, is excessively bulky or heavy’.
13.2 Fleet Categories
- Luxury Saloon – Mercedes S Class or equivalent
- Luxury MPV’s – Mercedes V-Class or equivalent
- Prestige SUV – Range Rover Vogue or equivalent
- Prestige Saloon – Maybach, Rolls Royce Ghost Series 2, Bentley Mulsanne or Rolls Royce Phantom Series 2
13.3 We reserve the right to switch vehicles before a run based on availability without prior notice, if a vehicle that was previously requested is unavailable or if there is a risk of a driver not making it on time for a pick-up.
13.4 We will guarantee the category chosen by you but not the make, specs, or colour of the vehicle.
13.5 Fitness to Travel
Any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat to the driver, the vehicle, or other passengers may be refused travel.
13.6 Child Seats
Requests for child seats must be made at the time of booking. Only one child seat will be provided free of charge. Additional child seats are charged £30 + VAT per seat. We will always aim to satisfy such requests but failure to do so will not constitute a breach of contract.
If you wish to use your own child seat you will be responsible for installing it safely and removing it at your destination. Care must also be taken to not damage the vehicle interior with your child’s seat. Otherwise, you will be charged to compensate for this.
13.7 Conveyance of Animals
On a private hire, no animals (other than guide dogs and hearing dogs) may be carried on any vehicle without prior written agreement from the company. Please note that additional costs will incur if traveling with animals.
- 14. Close Protection Security
14.1 Emerald Security will keep all information about our clients strictly confidential.
14.2 Emerald Security are hired to ensure the safety of our clients, our operatives will take measures they deem fit to ensure your safety.
14.1 All of our security operatives are fully CRB trained and licenced
- 15.Property Rentals
15.1 Emerald Lifestyle London are not responsible for any damages to the property.
15.2 Emerald Lifestyle London endeavour to find the most optimal property for the client but are not responsible for unsatisfactory accommodation.
- 16.Key Handling and Housekeeping
16.1 Emerald Lifestyle London are not liable for any damage that may occur to your property.
16.2 We are not responsible for theft of any items within the property.
16.3 We are not responsible for any undelivered mail.
16.4 Emerald Lifestyle London will ensure that all requests for the home, housekeeping and work on the home are completed until the timescale given unless a situation beyond our control occurs.
- 17. Visit Itinerary
17.1 Emerald Lifestyle London are not responsible for changes or cancellations within the itinerary that are out of our control.
17.2 If you wish to make changes to your already planned itinerary we require up to 7 days notice depending on the changes.
- 18. Event Management
18.1 Emerald Lifestyle London are not responsible for the cancellation of any events managed by ourselves.
18.2 Emerald Lifestyle London are not required to alter booking dates or times if the event booked gets changed, though we will attempt to where possible.
- 19. Emerald Courier
19.1 Emerald couriers will always aim to deliver items on time but cannot be held responsible for any delays.
19.2 Emerald couriers are not responsible for any damage or missing items from purchases delivered.
- 20.Airport Transfers
20.1 Flight details helps us give you a punctual service. We make every reasonable attempt to monitor your flight times, however we are unable to access reliable information until shortly before departure or scheduled arrival times.
20.2 If your flight is delayed, you should make immediate contact with Emerald Lifestyle London to notify us, so that we can adjust our schedules and rearrange drivers. We allow a waiting time of 30 minutes for domestic flights and 45 minutes for international landings free of charge.
20.2.1 However: if for any reason you are unable to get in touch with your driver then please contact the office immediately on : +44 (0) 20 8811 1119, +44 (0) 777 176 7777, +44 (0) 7538 396 396
20.3 Our meet and greet system will ensure that your chauffeur will be waiting for you as soon as you enter the arrivals terminal, or a meeting point agreed at the time of booking. Your chauffeur will be holding up a name board with your name on it along with Emerald Lifestyle London logo
20.4 We will endeavour to accommodate delayed flights times but cannot be held liable should circumstances prevent us from being able to respond to any changes.
20.5 Emerald Lifestyle London shall not allow under any circumstance luggage i.e., suitcases and such to be placed inside the vehicle.
20.6 The maximum seating capacity of the vehicle is determined by Emerald Lifestyle London and should not be exceeded. It is the clientele responsibility to ensure that any children or passengers under the height of 4’6″ are secured within a booster seat or protective child seat as appropriate. (please note there is an additional charge of £4.00 for the supply of a child seat).
- 21. Responsibilities
21.1 Emerald Lifestyle London accepts no responsibility for any loss or damage to any luggage or property carried in or on the car unless the loss or damage as a result of negligence by Emerald Lifestyle London. In the event of the property being left in a vehicle, we will gladly organize the return of such items, if the client covers the postage cost. Or – ‘subject to the client paying the reasonable costs of returning the items’.
21.2 Missed Flights
We are not responsible to pay for any missed flights.
21.3 Damage to Vehicles
In the event that the interior or exterior of the vehicle is soiled or damaged by the customer, a valeting or repair charge will apply to the credit or debit card provided at the time of booking. Refusing to pay for the damage caused, legal action will be taken.
- 22. General Exceptions
22.1 We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by an Event beyond our control. An Event beyond Our Control is defined as any act or event beyond our reasonable control, including war, invasion, hostilities (whether war declared or not), civil war, revolution, rebellion, Storm, flood, snow, earthquake, subsidence, epidemic, or other natural disasters, or failure of public or private telecommunications networks. Without limitation traffic delays, tire punctures, road traffic accidents, road closures due to accidents and vehicle breakdowns, strikes, and lockouts.
Please note: In the event of vehicles break down, punctures, or accidents – we will do our best to finish the journey with another fellow chauffeur but will not guarantee the arrival time.
22.2 If an Event beyond our control takes place that affects the performance of our obligations under a contract:
22.2.1 we will contact you as soon as possible to notify you.
22.2.2 our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event beyond our control.
- 23. Complaints
In the unlikely event that you are not satisfied with our services, all complaints must be notified in writing to Emerald Lifestyle London within 14 days Emerald Lifestyle London treats all complaints with the utmost seriousness and our aim would be to resolve the issues in a fair and amicable manner
- 24. Zero Tolerance Policy
We have a zero-tolerance policy against harassment, discrimination, and rudeness either verbally or in writing against our employees and contractors. In such an event, we reserve full rights to withdraw our goods and services to consumers effective immediately. Full money paid for goods and services won’t be refundable.
Emerald Lifestyle London reserves the right to refuse travel to anyone that is deems to be a nuisance or danger to any passengers or any member of Emerald Lifestyle London.
Clients are fully responsible for all damages they cause to the interior of the vehicle and will appropriately be billed for repairs carried out such as valeting needed to return the car to the condition it was originally hired in.
- 25. Fraud
Payments must be authorized by the cardholder named in the booking. We withhold the right to cancel your booking without prior notice if we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity. Such suspicion may be based on the following activities:
25.1 You cannot provide, when questioned, information about the itinerary such as full pick up and destination addresses, full passenger name and contact number, or any other mandatory requirements by the company;
25.2 You cannot provide when questioned, contact information for the cardholder so that we may carry out security checks;
25.3 The cardholder did not authorize the payment and claims that the booking is fraudulent:
25.4 There has been previous fraudulent activity/chargebacks by you or the cardholder;
25.5 Information given while booking is erroneous/ inadequate/ inconsistent/ linked to fraudulent behaviour;
25.6 There have been multiple payment attempts with inconsistent data entered.
25.7 If we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity we reserve full rights to refuse any bookings and we may report you or the cardholder to the fraud department.
Alter Terms & Condition
Emerald Lifestyle London reserves the right to alter or vary ‘Terms & Conditions’ at its absolute discretion upon giving reasonable notice to the Clientele and without prejudice to the generality or the aforesaid Emerald Lifestyle London reserves the right to change tariff charges.
No representations or variations in or additions to these ‘Terms & Conditions’ or warranty given by any person acting or purporting to act on behalf of Emerald Lifestyle London shall have any force or effect whatsoever unless confirmed in writing by an authorised representative of Emerald Lifestyle London.
Nothing contained in these T & C’s affects the Client’s’ statutory rights. These T & C’s are governed by English Law. Effective from