Terms of Business

Terms and Conditions of Business

These Terms and Conditions (“Terms”) govern the agreement between Loch Luxe Travel Limited SC644659 (the “Company”), based in Scotland, and the customer (the “Client”) for chauffeur hire services. By booking and using the Company’s services, the Client agrees to these Terms, which are governed by Scots law.

1.   Scope of Services

The Company provides professional chauffeur transportation on both a daily and part-daily hire basis. This includes full-day hires and shorter-duration hires as needed by the Client. Key aspects of our service scope include:

  • Chauffeur-Driven Vehicles: Provision of a licensed, professional driver (“Chauffeur”) and a luxury vehicle for the Client’s exclusive use during the hire period. Services may cover point-to-point transfers, hourly hires, day tours, or other itineraries as agreed.
  • Daily and Part-Day Hires: A “daily” hire typically covers up to 12 continuous hours of service (full day), whereas “part-daily” hires cover a shorter period (such as a few hours or a half-day) as arranged in advance. The exact hours and mileage included will be specified at booking.
  • Customization: Services are provided as per the Client’s specified schedule or itinerary, subject to feasibility. The Chauffeur will drive by the safest or most efficient routes at their discretion unless a specific route is agreed beforehand. The Chauffeur may adjust routes due to real-time conditions (traffic, weather, etc.) in the interest of timely and safe transport, without breaching the agreed hire duration.
  • Service Limitations: While the Company aims to meet all scheduling commitments, it does not guarantee completion of transfers by an exact time in every circumstance. Unforeseeable delays (traffic jams, accidents, severe weather, road closures, etc.) are possible. The Company shall not be liable for delays or missed connections caused by circumstances beyond its control, though reasonable efforts will be made to mitigate any disruption.

2.   Bookings and Payments

Booking Confirmation

All bookings are subject to acceptance by the Company. A booking is confirmed only when the required payment (deposit or full payment, as applicable) has been received, and the Company issues a confirmation to the Client. Bookings should ideally be made with sufficient notice to ensure availability (the Company may require a minimum notice period, e.g. 24 hours, for standard bookings 5 ).

Deposit and Payment Schedule

The Company’s payment policy depends on the lead time before the service date, as follows:

  • Advance Bookings (more than 4 weeks before service): A deposit of 50% of the total quoted price is due at the time of booking to secure the reservation. The remaining 50% balance must be paid no later than 4 weeks before the scheduled hire date. The Company will send an invoice or payment link for the balance, and timely payment is the Client’s responsibility.
  • Short-Notice Bookings (within 4 weeks of service date): 100% of the total hire fee is due at the time of booking. For any booking made less than 4 weeks prior to the service, the full amount must be paid upfront to confirm the reservation.

All payments shall be made in GBP (£). Prices quoted are inclusive of VAT and applicable taxes, which will be added at the prevailing rate as required by law. The Company does not charge additional booking fees or card surcharges unless stated. Acceptable payment methods will be communicated (e.g. bank transfer or credit/debit card). The Client is responsible for any international transfer fees if paying from abroad.

Failure to Pay

If the required deposit or balance is not paid by the due date, the Company reserves the right to cancel the booking. In such case, the deposit already paid will be retained by the Company as a cancellation fee. The Client will be notified of cancellation for non-payment. The Company is under no obligation to perform the service if payments have not been received in full as per these Terms.

Additional Charges

Any additional services requested by the Client on the day of hire (e.g. extra hours, unscheduled stops or detours, excess mileage beyond the agreed plan) may incur additional charges at the Company’s standard rates, which the Client agrees to pay. The Client will be informed of such charges where possible. Gratuities (tips) are at the Client’s discretion and are not included in the price.

3.   Cancellations and Refunds

All cancellation notifications must be made in writing (e.g. by email to the Company’s official contact address) and will take effect only once the Company confirms receipt. The following cancellation policy applies to confirmed bookings:

  • Cancellation more than 4 weeks before the service date: The 50% booking deposit is nonrefundable and will be retained by the Company. Any amount beyond the deposit that has been paid will be refunded. If no balance was yet paid, no further payment is required upon timely cancellation in this window. (In other words, cancellation at this stage results in forfeiture of the deposit only.)
  • Cancellation less than 4 weeks before the service date: The Client will be liable for 100% of the total hire fee. Due to the difficulty in filling the slot on short notice, the full fee is chargeable, and any monies already paid will be retained by the Company. If the Client had only paid a deposit, the remaining balance of the hire fee immediately becomes due and payable by the Client as a cancellation charge. No refunds will be issued for cancellations in this period.

No-show by the Client on the day of service (failure to meet the Chauffeur at the agreed pick-up place and time without prior cancellation) is treated as a late cancellation. In the event of a no-show, the full hire fee will be non-refundable (or 100% charge if not yet paid). The Company will generally hold the driver for a reasonable waiting period, but if the Client is significantly delayed or fails to appear, the ride may be deemed a no-show and terminated.

The Company may consider extenuating circumstances on a case-by-case basis at its sole discretion, but no guarantee is made of any waiver or reduction of the above cancellation charges. The Company also reserves the right to cancel a service (with full refund to the Client) in rare cases where it must do so (e.g. safety concerns, severe weather, or other force majeure events). In such event, the Company will inform the Client as soon as possible and attempt to offer an alternative solution if feasible. Any cancellation by the Company will be without further liability for compensation beyond refund of any pre-paid amounts for the affected booking, except when such cancellation is due to the Client’s breach of these Terms (in which case no refund will be due).

4.   Use of Subcontracted Drivers and Vehicles

The Company’s priority is to provide a high-quality, reliable chauffeur service. All vehicles used in providing the service are owned, maintained, or controlled by the Company. The Company primarily uses its in-house drivers; however, the Company reserves the right to assign or subcontract driving duties to trusted third-party chauffeurs or affiliate drivers when necessary to fulfil a booking. Such subcontracted drivers will be suitably qualified, licensed, and vetted to the Company’s standards.

Even if a subcontractor or affiliate driver is used, the Client’s contract remains with the Company, and the Company remains responsible for the service provided. The use of a subcontracted driver will not incur additional cost to the Client (unless agreed for special circumstances), and the level of service shall be equivalent. The Company will inform the Client where possible if an affiliate or partner chauffeur service is being used for their booking. All subcontracted drivers are bound by the same obligations of professionalism, confidentiality, and duty of care as the Company’s own drivers.

The Company also reserves the right to substitute an alternative vehicle of similar class or upgrade the vehicle if the originally booked vehicle becomes unavailable for any reason (e.g. mechanical issues). Any such substitution will be at no extra charge to the Client. The Company will endeavour to inform the Client of any changes to driver or vehicle as soon as possible.

5.   Confidentiality and Non-disclosure

Both the Company and the Client acknowledge that during the chauffeur services, each party may have access to confidential information about the other. This includes, for example, the Client’s identity, travel plans/itineraries, business affairs or personal matters discussed or observed during the ride, as well as the Company’s business practices and pricing. The parties agree to treat all such information as private and confidential.

Mutual Non-Disclosure: Each party undertakes not to disclose or divulge any confidential or private information about the other party to any third party, except in these specific circumstances: (a) with the express prior written consent of the other party; (b) where disclosure is required by law or by order of a court or regulatory authority (in which case the disclosing party shall, where legally permissible, notify the other party in advance and disclose only what is necessary); or (c) to the extent necessary to fulfil the obligations of this contract (for example, the Company may share relevant itinerary details with the assigned Chauffeur or logistics personnel, who are themselves bound to confidentiality obligations).

The Company understands the importance of discretion for high-profile and celebrity clientele. All Company personnel and subcontracted chauffeurs are required to sign confidentiality agreements and to uphold strict privacy standards. The Chauffeur will not discuss, publish, or reveal any information learned about the Client during performing the service – “what is heard in the car, stays in the car”. Likewise, the Client agrees not to disclose any confidential or proprietary information about the Company’s business, drivers, or operating practices that the Client may become aware of through using the service, except as required by law.

This mutual confidentiality obligation begins upon booking and remains in effect indefinitely, surviving the completion of the service. No photographs or recordings of clients will be taken or used by the Company for promotional purposes without explicit permission. The Company may offer a separate detailed Non-Disclosure Agreement upon request for Clients who require additional assurance of confidentiality. In any event, privacy and discretion are fundamental to our service culture and are guaranteed for every Client.

6.   Data Protection and GDPR Compliance

The Company is committed to protecting the Client’s personal data in compliance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For the purposes of data protection law, the Company is the “Data Controller” for any personal information provided by the Client in relation to our services.

Personal Data Collection and Use: The Company will collect and process personal data about the Client (and any passengers, if different) that is necessary for performing the chauffeur services and associated bookings. This may include contact details (name, email, phone number), pickup/drop-off information, itinerary details, and any special instructions or preferences. The data will be used lawfully, fairly, and transparently for the purpose of arranging and delivering the agreed service and for related administrative purposes (such as billing and accounting). The Client’s data will not be used for unrelated marketing unless the Client has expressly consented to such communications.

Data Sharing: The Company will not share or sell the Client’s personal information to any third party for marketing or other independent use. Personal data is shared externally only to the minimum extent necessary to perform the service – for example, details may be given to the assigned Chauffeur or operational staff involved in the booking (who are all bound by confidentiality and data protection obligations). In certain cases, the Company may use secure third-party providers for specific tasks (such as payment processing or booking software); any such partners will process data only on the Company’s behalf and in line with these Terms and applicable law. If the Client’s service involves coordination with third parties (like airport meet-and-greet staff or security personnel), information will only be shared as needed and with appropriate discretion. Aside from service delivery requirements, the only other times we would disclose client data are if legally required by authorities or for the establishment, exercise, or defence of legal claims.

Data Security: The Company implements appropriate technical and organizational measures to safeguard personal data against unauthorized access, loss, or disclosure. This includes secure storage of electronic records, encryption and access controls for sensitive information, and strict policies for our staff and drivers on handling personal data. Any electronic communications involving personal data (for example, booking confirmations, itinerary details) are handled via secure systems. The Company does not store full credit card details after processing payments, in accordance with payment security standards.

Data Retention: The Company will retain personal data only for as long as necessary to fulfil the purposes of the service and as required for our legitimate business needs (such as keeping records for accounting, taxation, or insurance) or legal obligations. When personal data is no longer needed, it will be securely deleted or anonymized. If a client has not used our services for an extended period, we may remove their data from active systems, retaining only what is required by law or legitimate interests.

Client Rights: Clients (data subjects) have rights regarding their personal data. Subject to legal conditions and exceptions, you have the right to request access to the personal data we hold about you, to have any inaccurate data corrected or updated, and to request deletion of your data or restriction of processing where applicable. You also have the right to object to certain processing (for instance, opting out of any marketing communications) and the right to data portability in some cases. To exercise any of these rights, you may contact the Company’s data protection contact (as listed in our Privacy Policy or via our customer service email). We will handle requests in accordance with applicable law. If you have concerns about our data practices, you also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) or other relevant supervisory authority.

By using our services, the Client acknowledges our Privacy Policy (if provided separately) and agrees to the processing of personal data as outlined. The Company will provide any additional privacy information required by law. Our goal is to ensure your personal information is always handled safely and respectfully.

7.   Governing Law and Jurisdiction

This agreement and any dispute or claim arising from it (including non-contractual disputes or claims) shall be governed by Scots Law and construed in accordance with the laws of Scotland. Both the Company and the Client irrevocably agree that the courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with these Terms or the provision of services.

If the Client is an international client (located outside the UK), the Client understands and agrees that Scots law will still govern the contract. All proceedings (if any) shall be conducted in English. These Terms do not affect any mandatory rights the Client may have under consumer protection laws in their country of residence (if the Client is acting as a consumer), to the extent those laws apply and cannot be waived by agreement. However, to the maximum extent permitted, the parties agree to submit to the exclusive jurisdiction of Scottish courts for resolving all disputes.

8.   Additional Provisions

Liability: The Company maintains appropriate vehicle insurance covering its chauffeurs and passengers as required by law. However, the Company’s liability to the Client for any loss, damage, or injury may be limited as permitted by law. The Company will not be liable for any indirect or consequential losses, or any loss of profit, business or opportunity, arising from the provision of services, except to the extent such liability cannot be lawfully excluded. The Client is responsible for their own belongings; the Company does not accept responsibility for loss or damage to luggage or personal items left in the vehicle during or after service (items are carried entirely at the owners’ risk).

Client Conduct and Safety: All passengers must wear seatbelts while the vehicle is in motion, in accordance with UK law. The Client (and any passengers) are expected to behave in a manner that is safe and respectful to the Chauffeur and the vehicle. The Company and its drivers reserve the right to refuse or terminate service to any passenger whose behaviour is illegal, abusive, or poses a threat to the Chauffeur, vehicle, or other passengers (for example, if a passenger is heavily intoxicated or using illegal substances)

In such cases, the contract may be terminated on the spot, and no refunds will be given for unused time. The Client will be held liable for any damage caused to the vehicle by the Client or their party during the hire (beyond normal wear-and-tear). A cleaning or repair fee may be charged if the vehicle is fouled or damaged (e.g. excessive spillage, vomiting, or breakage of equipment) by the Client or their passengers.

Entire Agreement: These Terms and the booking confirmation constitute the entire agreement between the Company and the Client regarding the services. They supersede any prior understandings or representations (unless made fraudulently). Any modifications to this agreement must be in writing and agreed by both parties. If any provision of these Terms is found to be illegal or unenforceable, the remaining provisions shall remain in full force and effect (the invalid provision will be severed to the minimum extent necessary)

By confirming a booking, the Client acknowledges that they have read, understood, and agreed to these Terms and Conditions.