Legal information

Terms & Conditions

By booking our services you agree to abide by the terms and conditions of Kershaw Chauffeur Services which are set out below.


The chauffeur is authorised to stop the vehicle and ask any passengers to leave the vehicle if they are acting against our conditions of hire in any way. Passengers must not distract, interfere with, encourage or harass the driver into breaking the law.


We are fully licensed with Eastleigh Borough Council which is the local authority where the company head office is located. We are comprehensively insured for Hire & Reward with £5million public liability cover. Our vehicles carry no advertising or an external license plate as we have exemption from our local authority. All licensing documents can be viewed by appointment if required.

Cancelation and Refund Policy 

Should you wish to cancel a booking this has to be done in writing by the person who made the booking, unless exceptional circumstances do not allow. 

We may refuse or terminate any booking if it is not considered genuine or places the driver or the vehicle at risk of damage or abuse by the client or any persons connected with the client. There will be no refund of any fee if part way through the hire or an unused return journey. Passengers will be refused entry to the vehicle if the chauffeur suspects drug, alcohol or solvent abuse prior to or during the hire period.

If a booking is cancelled by the Customer within 24 hours from the start of the period of hire 100% of all booking fee will be due to be paid by customer. Deposits will not be refunded.

If the customer does not show at the time and place designated on the booking or quotation the full cost of the booking and any waiting time shall be charged and paid by customer. 

If a wedding booking is cancelled 3 months or earlier in advance of the date of the booking the customer’s deposits will be refunded. Any cancellations for wedding bookings within 3 months of the booking date the deposit paid will not be refunded to the customer.

If a wedding booking is cancelled within 2 weeks from the start of the period of hire, the full hire amount will still be charged to the customer.

Waiting Time

Should there be a requirement for a driver to wait or stop at the client’s request during a journey or if the client is late for the booking, this time will be charged at £25 plus VAT per hour in half hour increments of £12.50 plus VAT. The first 20 minutes of any pick up is included in any booking. Waiting time at the same rate may be charged from one hour after landing on airport collections which will be decided by a Kershaw Chauffeur director.

Lost Property

Our drivers are trained to check the passenger areas immediately after the departure of clients but sometimes items are missed. It is the client's responsibility to ensure they have all their possessions as the return of found property could incur a charge.

Damage Policy 

Any malicious damage, deliberate breakage or any such act resulting in damage to the vehicle will result in any repair costs being charged directly to the person who placed the booking. Any passenger causing excessive soiling inside the vehicle will be charged at £250 plus VAT. Excessive soiling is deemed to be when the car is unusable for the next client and cannot be easily rectified by the chauffeur.

Vehicle Policy 

We reserve the right to change any car prior to any booking, this will be in exceptional circumstances only. The person who made the booking will be informed prior to collection if this is the case. We will supply a vehicle of equivalent standard to the one made on your booking, however it may not have all the internal features. If the vehicle should breakdown during your journey the chauffeur will make every effort to arrange a vehicle to get you to your destination as soon as practically possible. This vehicle may be a different category to the one you started your journey in.

There is to be no food or drink consumed in the vehicle unless the permission of the chauffeur is given or the item has been supplied by Kershaw Chauffeur Services. We currently operate a strict no smoking policy in our vehicles which includes electronic cigarettes.

Pets maybe permitted in our vehicles at the discretion of the company, an additional charge will be incurred for this, with the exception of pre-booked guide or assistance dogs.

Any unusual sized luggage or large amount of luggage should be declared when making the booking. We will not accept responsibility for being unable to collect any passenger with luggage which does not fit in our vehicles.

Payment Policy

We may ask for full payment or a deposit when making a non account booking. Payments can be made by bank transfer, credit/debit cards or cash. Where a booking deposit is accepted the balance must be paid in advance of travelling. Some or all of these conditions may be relaxed at the discretion of the bookings officer.

Clients will be responsible for any additional costs incurred during the hire period, including toll, parking and congestion charges. If any charges are included in your quotation you will be advised by the bookings officer. If a parking infringement is committed as a result of an instruction from the client, any costs will be passed on to the client. Any mileage over and above the original contract / quotation or on the spot request for services may result in an additional charges.

For non account bookings a deposit will be requested once the initial quotation has been accepted, the deposit is 25% of the agreed booking fee. Full payment balance is required 14 days prior to the date of travel. Bookings on Public Holidays may be at increased rates, the client will be advised by the bookings officer at the time of booking.


We will endeavour to ensure you get you to your destination on time. We are not liable for any loss due to delays caused by extreme traffic accident/delays, road closures, diversions and adverse weather conditions, or any other unforeseen event which hinders the journey. We may cancel all planned services and refund any monies paid in the event of circumstances outside our control.

Booking Quotes & Confirmation Policy

Your booking is not confirmed until you receive confirmation from us. This will be in a written format such as a letter or email. Please check your booking confirmation carefully and inform us of any errors. We will endeavour to check all flight details, connection times supplied to us by the client. We will not be responsible for any errors, cancellations or timetable changes which result in loss or delay to the client or passengers.

All quotes are valid for 21 days after they are produced, if after this time you wish to go ahead with the booking there may be a requirement for a new quotation to be produced.

Departure/Collection Time Policy

When a booking is made we will recommend the collection and journey times, making sure reasonable allowances are made accordingly in relation to traffic conditions and known congestion areas. This will ensure that you arrive at your requested time.

We will not be held responsible if the client insists on varying the recommended times or a delay in the agreed pick up time, which may result in missed flights, connections, meetings or any other loss. Any delay during a journey caused by the passenger is solely their own responsibility. The driver must not be asked to change the driving style in order to make up time.

If for any reason you have arrived at your collection location early we will endeavour to collect the client as soon as possible. Whilst we track flight arrivals if a flight arrives much earlier than could be forecast or monitored the client may not be collected until their agreed collection time.

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