Terms & Conditions
Last updated: 19 March 2026
These Terms & Conditions apply to chauffeur services supplied by West Drive Executive (“West Drive”, “we”, “us” or “our”).
By confirming a booking and/or making payment, the customer confirms that they have read, understood and accepted these Terms & Conditions.
1. Booking Confirmation
A booking is considered confirmed once West Drive Executive has accepted the booking and the required deposit or full payment has been received.
The customer is responsible for checking that all details shown on the quotation, invoice or booking confirmation are correct, including:
Dates
Times
Collection locations
Destinations
Vehicle requirements
Passenger numbers
Any amendments should be communicated to us as soon as possible and remain subject to availability.
2. Payments
Payment terms will be stated on the relevant quotation or invoice.
West Drive Executive may require full payment in advance for bookings including, but not limited to:
Events
Weddings
Multi-day hire
Multiple-vehicle bookings
Specialist or prestige vehicles
Roadshows
Tours
VIP transportation
Bookings requiring vehicles or services to be specifically sourced or reserved
A booking is not guaranteed until the required payment has been received and confirmed.
3. Vehicle Reservation
Once a booking is confirmed, West Drive Executive reserves the required vehicle, chauffeur and operational capacity for the customer.
For specialist, prestige, event, multi-day and multi-vehicle bookings, vehicles may be reserved exclusively for the customer for the agreed period.
We may consequently decline other work for the relevant vehicles, chauffeurs and dates.
This commitment of capacity is taken into account where a confirmed booking is subsequently cancelled.
4. Customer Cancellations
All cancellations must be communicated to West Drive Executive in writing.
Where a customer cancels a confirmed booking, West Drive Executive reserves the right to recover reasonable losses directly resulting from that cancellation.
When determining any cancellation charge, we may take into account:
Costs already reasonably incurred in connection with the booking
Vehicle reservation and sourcing costs
Third-party supplier commitments which cannot reasonably be cancelled or recovered
Chauffeur and operational commitments
Loss directly resulting from reserving capacity for the booking
The amount of notice provided
Costs which we save because the service will no longer take place
Our ability to obtain replacement work for the cancelled dates
We will take reasonable steps to mitigate our losses where practicable.
More than 14 days before commencement:
Up to 10% of the booking value or reasonable non-recoverable costs already incurred, whichever appropriately reflects our direct loss.
Between 7 and 14 days before commencement:
Up to 25% of the booking value.
Between 48 hours and 7 days before commencement:
Up to 50% of the booking value.
Less than 48 hours before commencement:
Up to 100% of the booking value where this reasonably reflects the losses arising from the cancellation after taking account of costs saved and any replacement work obtained.
No-show or cancellation after the service has commenced:
Up to 100% of the affected booking value.
These percentages are maximum amounts and are not intended to operate as automatic penalties. The amount retained or charged will be assessed having regard to the circumstances of the cancellation and the loss reasonably suffered by West Drive Executive.
5. Events, Multi-Day & Specialist Vehicle Bookings
Bookings involving:
Two or more vehicles
Two or more consecutive days
Rolls-Royce, Bentley, Range Rover or other specialist/prestige vehicles
Major sporting, entertainment, religious or corporate events
Weddings
VIP movements
Tours and roadshows
Vehicles specifically sourced for a customer’s requirements
may require significant advance preparation and reservation of capacity.
Because such bookings can be considerably more difficult to replace at short notice, cancellation may result in a greater financial loss than an ordinary transfer.
Any cancellation charge will nevertheless be based on reasonable losses arising from the cancellation and will take account of any costs saved and replacement work obtained.
6. Credit Notes & Rescheduling
Where appropriate, West Drive Executive may offer the customer the opportunity to:
Reschedule a booking, or
Receive some or all of an amount otherwise subject to a cancellation charge as credit towards a future booking.
Any credit note offered will specify its validity period and any applicable conditions.
Offering a credit note or rescheduling is at our discretion unless otherwise agreed in writing and does not affect the customer’s statutory rights.
7. Changes to a Confirmed Booking
Changes to dates, times, routes, passenger numbers or vehicles are subject to availability.
Where a requested amendment increases our costs, the customer will be informed of any additional charge before the amendment is confirmed.
A substantial change to a confirmed booking may be treated as a cancellation and new booking where fulfilling the amended requirements would require materially different arrangements.
8. Vehicle Substitution
We make every reasonable effort to provide the vehicle specified in the booking.
However, circumstances outside our reasonable control may occasionally make a particular vehicle unavailable, including:
Mechanical failure
Accident
Safety concerns
Other unexpected operational issues
Where this occurs, we will endeavour to provide a suitable vehicle of comparable quality and capacity.
Where a materially different substitute is proposed, we will seek the customer’s agreement where reasonably practicable.
9. Chauffeurs
Our chauffeurs are expected to provide a professional, courteous and discreet service.
Chauffeurs will comply with applicable road traffic laws and safety requirements at all times.
No request from a customer or passenger can require a chauffeur to:
Exceed speed limits
Drive dangerously
Park illegally
Otherwise break the law
The chauffeur retains responsibility for determining whether a requested stopping or parking location is safe and lawful.
10. Airport Transfers & Flight Delays
Customers should provide accurate flight information when making an airport booking.
Where flight details have been provided, we will make reasonable efforts to monitor the flight and adjust collection arrangements for delays.
Significant delays may result in additional waiting time or parking charges.
Where a flight is cancelled, diverted or substantially delayed, the customer should contact us as soon as reasonably possible.
Any additional service required as a result will be subject to chauffeur and vehicle availability.
11. Waiting Time
Any complimentary waiting period will be stated in the quotation or booking confirmation where applicable.
Waiting time exceeding the included allowance may be charged at the applicable hourly or waiting-time rate.
Additional parking charges incurred during waiting periods may also be payable.
12. Additional Hours & Mileage
Where a booking exceeds the agreed duration, mileage or itinerary at the customer’s request, additional charges may apply.
Where practicable, the customer will be informed of applicable additional charges.
Additional time remains subject to chauffeur availability, legal driving requirements and subsequent bookings.
13. Parking, Tolls & Other Charges
Unless expressly included in the quotation, additional costs reasonably incurred in performing the booking may be payable by the customer, including:
Parking
Airport parking
Tolls
Congestion charges
Clean Air Zone or similar charges
Additional waiting time
Any such charges will be reasonably incurred in connection with the booking.
14. Passenger Conduct
Passengers must behave appropriately and must not endanger the chauffeur, vehicle, other passengers or members of the public.
Smoking and vaping are prohibited in our vehicles.
The possession or use of illegal substances in our vehicles is strictly prohibited.
West Drive Executive may terminate a journey where passenger behaviour creates a genuine safety risk or involves unlawful, abusive or seriously disruptive conduct.
15. Damage & Excessive Cleaning
The person or organisation making the booking is responsible for reasonable repair or cleaning costs arising from damage or excessive soiling deliberately or negligently caused by passengers in their party.
This may include damage to:
Interior trim
Seats
Carpets
Screens
Controls
Doors
Bodywork
Other vehicle equipment
Where specialist cleaning is reasonably required because of passenger actions, the reasonable cost may be charged.
Evidence of the damage or cleaning requirement and the associated reasonable cost will be provided where appropriate.
16. Children & Child Seats
Customers must advise us in advance if children will be travelling and whether a child seat is required.
Where we agree to provide a child seat, availability must be confirmed before the journey.
Parents and guardians remain responsible for ensuring that children are appropriately supervised.
17. Passenger Property
Customers are responsible for checking that personal belongings have been removed from the vehicle at the end of the journey.
Where property is found, we will make reasonable efforts to return it to its owner.
Reasonable delivery, postage or courier costs may be payable by the customer.
Nothing in these terms excludes liability where doing so would be unlawful.
18. Delays & Circumstances Outside Our Control
We will make reasonable efforts to provide services at the agreed times.
However, journey times can be affected by circumstances outside our reasonable control, including:
Traffic congestion
Road closures
Accidents
Severe weather
Police or emergency-service activity
Security restrictions
Major events
Flight disruption
Other unforeseen circumstances
We will take reasonable steps to minimise disruption where possible.
Nothing in these Terms & Conditions excludes or limits rights or remedies which cannot lawfully be excluded.
19. Cancellation by West Drive Executive
In the unlikely event that we are unable to provide a confirmed service, we will make reasonable efforts to provide an appropriate alternative.
Where we cannot provide the contracted service or an alternative agreed with the customer, the customer will be entitled to an appropriate refund for the affected service.
This does not affect the customer’s statutory rights.
20. Refunds
Where a refund is due, it will ordinarily be returned using an appropriate payment method following confirmation of the amount due.
Where a customer cancels, any refund will take account of any reasonable cancellation amount which West Drive Executive is entitled to retain in accordance with these Terms & Conditions and applicable law.
We may ask the customer to verify payment or bank details before processing a substantial refund as a fraud-prevention measure.
21. Quotations
Unless otherwise stated, quotations are subject to availability and do not constitute a confirmed reservation until accepted by West Drive Executive and any required payment has been received.
Quoted prices are based on the information supplied by the customer.
Material changes to the itinerary or requirements may result in a revised quotation.
22. Complaints
We aim to resolve concerns fairly and promptly.
Customers should raise any complaint with West Drive Executive as soon as reasonably practicable and provide sufficient information for us to investigate the matter.
We will consider the circumstances and respond within a reasonable period.
23. Liability & Statutory Rights
West Drive Executive will provide its services with reasonable care and skill.
Nothing in these Terms & Conditions excludes or restricts liability for:
Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Any other liability which cannot legally be excluded
Nothing in these Terms & Conditions removes or restricts a consumer’s statutory rights.
24. Business Customers
Where a booking is made wholly or mainly for business purposes, the customer confirms that they have authority to make the booking on behalf of the relevant business or organisation.
Where the law permits different contractual arrangements for business customers, additional or alternative terms may be agreed in writing.
25. Privacy & Confidentiality
West Drive Executive respects the privacy and confidentiality of its customers and passengers.
Personal information will be handled in accordance with applicable data protection law and our Privacy Policy.
Due to the nature of executive and VIP transportation, our chauffeurs are expected to exercise appropriate discretion regarding passengers, destinations and itineraries.
26. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute will be subject to the jurisdiction applicable under English and Welsh law, without depriving consumers of any mandatory rights they may have regarding where proceedings can be brought.
27. Acceptance of These Terms
These Terms & Conditions should be read before confirming a booking.
By confirming a booking and/or making the required payment after these Terms & Conditions have been made available to the customer, the customer confirms acceptance of them.
Customers are encouraged to retain a copy of the Terms & Conditions applicable at the time their booking is confirmed.
West Drive Executive
Executive Chauffeur Services
United Kingdom
Terms last updated: 19 March 2026