Terms and Conditions

Terms and Conditions

All hires must be fully paid in advance except where the hirer has a credit account wherein payment is due within 7 days from the date of invoice.

No-Show Policy

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.

Excess time will be charged at the prevailing hourly rate.

There is a minimum hire of 4 hours on all hires.

Our Airport set rates include a 60 minutes waiting time at the airport from the time the plane has landed. Waiting time charges will be incurred after the 60 minutes has elapsed and be charged per 30 minutes at the relevant hourly rate.

Incurred car parking is included in the price given as complementary and covers upto 60 minutes.

Our vehicles are fully insured and covered under a comprehensive hire and reward insurance policy, as required by Transport for London. Whilst every care is taken, the customer’s property is carried entirely at their own risk and no responsibility can be accepted for loss or damage.

All Airports/Train stations/Cruise terminal chauffeurs will be waiting for the guest 60 minutes from the flights/trains/Cruise ship arrival time.
After this waiting time chauffeurs will not be bound to wait more time unless the guest and chauffeur agrees to do so. In these circumstances waiting time will be applied.

Customers will be held responsible for any damage to vehicles, fittings or equipment, through negligence, misconduct or any default of the customer or passenger/s carried therein.

In the event of a complaint about the company’s services, the hirer should endeavour to seek a solution at the time by seeking assistance from the driver or from the company. If this has not provided a remedy, complaints should be submitted in writing and within 14 days of the termination date of the hire. The Company will acknowledge all complaints within 14 days and will normally reply fully within 28 days.

Kona Chauffeurs will keep a record of lost and found items and will endeavour to return any lost items left in our vehicles or subcontracted vehicles to the guest.

All hire charges are rounded up to the nearest 30 minutes.

Rates are subject to alteration without prior notification. All account holders will be notified at least one month prior to any price increases.

All bookings scheduled between 22:00 pm – 05:59 am are subject to 25% additional charges from online prices.

A surcharge of 100% will be added to the agreed tariff for services provided on Christmas Day, and between the hours of 17:00 and 06.00 on New Year’s Eve. A surcharge of 50% is applicable for hires between the hours of 17:00 and 00:00 on Christmas Eve, Boxing Day and New Year’s Day. There are no surcharges on any other UK bank holiday.

In the event a passenger has an excess of baggage, ‘the Company’ reserves the right to refuse any luggage or property in the car which in our opinion would result in the vehicle being damaged or unsafe to drive on the road.

Kona Chauffeur Services holds no responsibility for any loss or damage to any luggage or property carried within or on our vehicles howsoever such loss or damage may be caused.

Account facilities are available for registered UK and international companies.

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.

For all wedding related booking 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.

Single journey(s) within London (excluding airport transfers ) are subject to 4 hours free cancellation or amendment policy.

Hourly bookings within London are subject to strictly 12 hours free cancellation or amendment policy.

Airport or private charter transfers are subject to 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.

(Kona Chauffeurs Ltd.) understands that in order to operate lawfully under the Private Hire Vehicles (London) Act 1998 (the 1998 Act) as a licensed operator who accepts a booking from a passenger, we are entering as a principal into a contractual obligation with the passenger to provide the journey which is the subject of the booking