TRACS, CANCELLATION POLICY

We know planned journeys can change? No problem! Cancellations are free up until 03 hours before one-way/ single trips or return trip pickups, 24/48 hours for some specific high-end vehicles & 24/48 hours free cancellations for hourly & daily bookings

TRACS General Information 

All journeys are calculated for quotes (where long-distance transfers are involved), start and finish at our base at Heathrow(LHR) if booked for car service by the hour or one-way/ single trip

Our vehicles are non-smoking at all times

The consumption of food within our vehicles is prohibited. Should for whatever reason a passenger soil one of our vehicles then they will be liable to a soiling/cleaning charge of £125 plus One Full Day Standby Charge of £250 as the car which is soiled will be out of car service for the whole day with the driver.

Journey Travel TRACS Allowance

The travel allowances to/ from Central London (W1 Mayfair) the following will depend on weather and traffic conditions.

Your general journey travel time to get transferred to/from Heathrow Airport (LHR) is 1.25 hours, Gatwick Airport (LGW) 1.45 hours, London City Airport (LCY) 1.5 hours, Biggin Hill Airport 02 hours, Luton Airport ( LTN) and Stansted Airport (STN)1.5 hours, Farnborough Airport(FAB) 1.5 hours, Southampton Port 2.5 hours & Dover Port 2.5 hours for cruise transfers.

Bookings journey & TRACS Booking Confirmation

You will immediately receive a confirmation email in your inbox once you finalize your booking, prior to your travel, generally a day beforehand we will send you an email or text with your chauffeur and vehicle details.

All transportation must be paid for 48 hours in advance (except Wedding car hire, which must be paid for in full 60 days in advance) car parking and waiting time where applicable eg. For Hourly hire and Daily hire car services, will be added at the end of a journey.

Client’s responsibility to give us (TRACS) the correct information to deliver a smooth & comfortable journey

If a client books a car service to collect them from a hotel or any airport, it is their responsibility to ensure we are given the hotel name or residence door number or flat number including full pickup address with code, for airports, aircraft landing date, the scheduled landing time, the flight tail number or flight number as well as where the flight is originating from (optional)along with their phone number including calling code which is the most important. If wrong details for the same like date, time pickup address, or flight number including phone number & calling code are provided wrongly and a driver is dispatched this will result in the full fare plus parking costs, and waiting time is charged for the NO SHOW

Airport, Station, Cruise & Other pickup waiting time charge

Take your time and relax, we give you a free wait time of 45 minutes for all airport pickups after landing & 30 minutes for all station & cruise pickups after arrival, all other pickups include a free wait time of 15 minutes after pickup time.

Waiting for charge will be imposed when after the plane has landed and the train or cruise has arrived & the complementary free allowance has been used, flat rate of £50 per hour or in 30 minutes part (£25)thereof will be charged or according to car booked for that journey,

Rate per hour waiting for charge

ECONOMY Class: £35 per hour

BUSINESS Class: £40 per hour

EXECUTIVE VAN Class: £45 per hour

VIP FIRST Class: £55 per hour

VIP LUXURY Class: £70 per hour

Range Rover: £80 per hour

Mercedes G Wagon: £110 per hour

ROLLS ROYCE Phantom: £150 per hour

ROLLS ROYCE Ghost: £135 per hour

STRETCH Limousines: £180 per hour

Mercedes 16 Seater Luxury Coach: £130 per hour

Mercedes 25-35 Seater Luxury Coach: £150 per hour

Private jet charter flight transfers and waiting charge

For private jet charter flight transfer, waiting time will be charged 45 minutes after the time given to us for pick up If we are required to collect a client within 4 hours of dropping them off then this is treated as a wait and return service, and charged accordingly. Eg. Pick up from London (W1 Mayfair) transfer to London E14 Canary Wrap if the next pick up is within 4 hours to the next destination or same as origin this will incur a waiting charge as well as transfer charged back and forth.

All car parking and admission fees incurred are payable after the free allowance period which is passed on to the customer at the cost

Cancellations

We know planned journeys can change? No problem! Cancellations are free up until 03 hour before one way pickups, 24/48 hours for some specific high-end vehicles & 24/48 hours free cancellations for hourly & daily bookings

Hourly (book by the hour car service) & Daily car service

Free cancellation for Hourly car services & Daily car Service is minimum 24 hours, 48 hours for some high-end vehicles, before job is due to begin, if cancellation is done after this period, full charge for that job will be taken

One Way/ Single trips & Return Trips

Free cancellation for One Way/ Single trips & Return Trips is 03 hours before Airport pick up and 03 hours for all other A to B transfer services & 24/ 48 hours for some high-end vehicles, where pick ups are more than 01 hour drive or 15 miles away from our base at Heathrow 06 hours notice is needed for free cancellations

Should a client or their agents request that a chauffeur is on standby or is made available for a certain time period (hours or even certain dates) then unless it is detailed by the client the hours of the standby will be from specific period of time 0800 until 1800. Should the client decide not to use the services of the chauffeur who has been allocated to them then there will be a full charge per day unless the cancellation is within our cancellation period e.g. Hourly services

No Refunds are made for any journeys cancelled with less than 03 hours notice or 06 hours, which are 1 hour or 15 miles drive from our base at Heathrow (LHR) & 24/ 48 hours for some specific hide-end vehicles, any changes made to a booking ride within this period needs to be mutually agreed by the affiliate/ TRACS booking handler

Driver staying overnight away from home

In the case of journeys involving a driver spending nights away that are then cancelled 07 days prior to pick up there will be a £50 administration fee payable. The customer will also be liable for the full cost of any accommodation booked on behalf of the driver.

No show

Customers who fail to Show up at an Airport or Station will be charged a full fare plus parking and waiting time from the time their flight lands.The driver will wait for (Max 1.5 hours including the free 45 minutes waiting) if there is no contact made within this period between us or the driver and customer the job will be considered as a NO SHOW and additional 45 minutes waiting and parking at cost will be charged to the job

Customers who fail to show up at pick up or cancel the car on arrival for One Way & Return Trips will be charged full fare for the transfer or day hire. The chauffeur will wait for 30 minutes after the pick up time if there is no contact made between us or the driver and customer we shall consider it as a NO SHOW and 15 minutes additional waiting and parking at cost if any incurred will be charged to customer according to the car category ordered for the job

Additional Mileage rate charges

Mileage rates are calculated from our base Heathrow (LHR) to base at the following rate:

-BUSINESS Class –

Mercedes Benz EClass,BMW 5 Series,Audi A6,Jaguar XJ or similar : £2.50 per mile

-EXECUTIVE VAN Class –

Mercedes Benz V class,Viano,Vito, VW Transporter,Ford Galaxy,any 4X4 or similar :£3.00 per mile

-VIP FIRST Class –

Mercedes Benz S class, BMW 7 Series, Audi A8, Jaguar XJL or similar : £4.00 per mile

-VIP LUXURY Class –

Mercedes Benz S500 AMG,Mercedes GLS AMG,Range Rover Vogue, Autobiography or similar : £4.50 per mile

-Range Rover

Range Rover LWB, sport, Se Vogue similar SUV : £4.50 per mile

-Mercedes G Wagon : £4.50 per mile

-ROLLS ROYCE Phantom- : £4.50 per mile

-ROLLS ROYCE Ghost-: £4.50 per mile

-STRETCH Limousines- : £5.00 per mile

-Mercedes 16 Seater Luxury Coach-or similar coach : £4.50 per mile

-Mercedes 25-35 Seater Luxury Coach-or similar coach : £5.00 per mile

Book by the hour car service

Hourly car service bookings : Include a 10 miles per hour eg.04 hour booking by the hour car service includes 40 miles or 10 hours booking by the hour car service will include 100 miles respectively, so each hour you use the car service when booked on hourly car hire with chauffeur driver you automatically get 10 miles added to the running hire miles duty the day which cannot be carried forward to the next day

Daily car service bookings : The mileage and hours incurred on the day cannot be carried forward to the next day. You are charged on the same day and each and every other day is considered as a new booking. If mileage is exceeded over and above this, according to car category, the above mileage rates apply, same rule applies as hourly car hire

Additional Charges

During a car service in progress where a client is late after the free waiting allowance is consumed or when booked on hourly car hire has extended the car service for few more hours or any additional mileage, unplanned extra stops have incurred during the service, this has to be paid in cash or card (5% charge) to the driver before drop off/ end of journey

Other general notice

A charge of 25% of the full fare will be levied for any work involving picking passengers up between 2200hrs and 0500hrs (optional depends on the nature of the job and if it’s on a bank holiday)

Rates are subject to alteration without prior notification. All TRACS Passenger account holders will be notified of any price increases or decrease.

If it’s necessary for our chauffeurs to have overnight accommodation this will be charged at GBP £130.00 per night. If our chauffeur requires accommodation when hotels have busy periods/for a last minute assignment or public holidays we will charge at cost the rate of the room. If the client specifies that the chauffeur stays at the same hotel as the client then the client is liable to pay the hotel and restaurant bills on the day itself. If there is any last minute alterations to a clients original booking that requires us to extend or alter the drivers accommodation needs we will pass on the full accommodation cost to the client.

A surcharge of 100% will be added to the current tariff for services provided over the Christmas, New Year, Good Friday & Easter Monday public holidays. A 50% surcharge will be added to all fares for journeys undertaken on Christmas & New Year’s Eve after 19.00 and all other public holidays..

International payments will all be incurred with a £7 bank transfer fee.

All international payments are to be made in £ Great British Pounds Sterling (GBP)

Should a client fail to settle their invoice in GBP £ Pounds Sterling we will pass on all our additional bank charges to the client and involve a the Late Payment Act. A penalty charge of £40 applies if the outstanding amount is below £999 and £70 if the amount is above £999. Interest will be charged at the rate of 8% over Bank of England Base Rate and will be calculated from the date the invoice becomes due for payment and payment is actually made.

Where a client requests that we supply a (PPO) personal protection operative, a close protection team or they bring their own security we will always supply a security trained and IAM qualified chauffeur. Chauffeurs with the mentioned qualifications are priced at a slightly higher rate of £95 per hour to reflect the additional training they have undertaken.

LOSS

In the event where a passenger has an excess of baggage, we reserve the right to refuse to any luggage or property in our vehicles which in the drivers opinion may result in the vehicle being damaged or unsafe to drive. It is against the law for a private hire vehicle to carry luggage on any seat of the vehicle. In cases where passengers have excess bags your driver will arrange with a black cab driver to transport any luggage that does not fit in the boot (trunk) of your vehicle.

We accept no responsibility for delays on roads howsoever caused. Your chauffeur will do their best to get you to your destination on time but will not at any stage break the road traffic laws of the country they are travelling in.

We accept 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. Customers should collect all their belongings and check the cars once they are leaving should there be any stuff remaining behind once the chauffeur has left there will be a charge to drop the item back to them

Our Assurance

Have peace of mind knowing that your private chauffeur will be smartly suited, licensed, insured and regulated, having a good knowledge of routes in and around the city you will travel

All our chauffeurs & vehicles have fully comprehensive private hire insurance as required under English law. However, whilst every care is always taken, customers’ personal property is carried entirely at their own risk and no responsibility can be accepted for loss or damage. Customers are therefore advised to ensure that they carry adequate and relevant insurance.

Our company contract account holders

All journey’s must be paid for in full and in advance. Where the hirer has a credit account payment is due within 14 days from the date of invoice. Without exception these terms apply to any other chauffeur company we might work for on a sub contractor basis.

We expressly prohibit any person other than our chauffeurs to drive our vehicles.

We accept most major credit/debit cards and impose a 3% administration fee on credit cards.

Debit cards are fee free

Account facilities are available and are subject to us obtaining a satisfactory reference.

Payment by account customers is to be made by bank transfer.

All gratuities are at the discretion of the customer

Payment is accepted via PayPal, bank transfer, credit or debit card.

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