Terms and conditions.

CHFFR provides pre-booked executive private-hire, airport transfer, business and private travel services.

We operate from Kent and provide journeys across Kent and the South East, with other destinations by arrangement.

Business details:

Business

CHFFR

Email

info@chffr.com

Telephone

07747 01 23 53

We operate a pre-booked service only.

Submitting a journey request through the website, by telephone, email or another communication method does not automatically create a confirmed booking.

A booking is only confirmed when we have:

• reviewed the journey details
• confirmed availability
• provided or agreed the fare
• expressly confirmed the booking with the customer

Until that confirmation has been provided, no journey should be regarded as booked.

Customers are responsible for providing accurate information when requesting a journey, including where applicable:

• pickup location
• destination
• date
• pickup time
• passenger numbers
• luggage
• flight details
• return journey requirements
• telephone and email contact information

Please tell us about anything that may materially affect the journey.

Where a fare is quoted, it will be based on the journey information provided at the time.

The quoted fare may be revised if:

• the pickup or destination changes
• additional stops are requested
• the journey changes materially
• additional waiting time is required
• incorrect information was originally supplied
• circumstances arise outside the scope of the original booking

Any material change will be communicated where reasonably possible.

All quoted prices are in Pounds Sterling (£) unless otherwise stated.

Prices are based on the information provided at the time of booking and may be adjusted if journey details change, additional stops are requested, waiting time exceeds the included allowance, or additional services are requested.

Payment may be required in advance or upon completion of the journey.

Additional fees may apply for tolls, parking, congestion charges, airport fees and other expenses incurred during the journey.

If you need to cancel a confirmed journey, please contact us as soon as possible.

• Cancellations made more than 24 hours before collection will receive a full refund.
• Cancellations made between 12 and 24 hours before collection may incur a charge of up to 50% of the booking value.
• Cancellations made less than 12 hours before collection may be charged at 100% of the booking value.
• No-shows will be charged the full fare.

Passenger transport services are not subject to the standard statutory 14-day cooling-off period that applies to many other online consumer contracts.

This does not affect any other statutory rights you may have.

Please contact us as soon as possible if you wish to change:

• pickup time
• pickup address
• destination
• passenger numbers
• luggage requirements
• flight details
• return arrangements

Changes are subject to availability.

A material change may result in a revised fare.

Customers are responsible for allowing sufficient time for their journey.

For airport departures, passengers should consider:

• airline check-in requirements
• security
• traffic conditions
• roadworks
• accidents
• weather
• time of day
• other potential delays

We may assist with journey planning, but cannot guarantee that a passenger will arrive in time for a particular flight or other onward connection where delays arise from circumstances outside our reasonable control.

Customers remain responsible for deciding the appropriate pickup time.

Our airport bookings include a complimentary waiting period of up to sixty (60) minutes, commencing from the recorded flight landing time as published by the relevant airport or airline.

Upon expiry of the complimentary waiting period referred to above additional waiting time shall be chargeable at the rate of £20 per hour, calculated and invoiced in increments of fifteen (15) minutes, or part thereof.

For all non-airport bookings, a grace period of ten (10) minutes shall apply from the scheduled pickup time. Upon expiry of the grace period, waiting time shall be chargeable at the rate of £20 per hour, calculated and invoiced in increments of fifteen (15) minutes, or part thereof.

For wait-and-return journeys, waiting time shall be chargeable from the moment the driver commences waiting. Such waiting time shall be charged at the rate of £20 per hour, calculated and invoiced in increments of fifteen (15) minutes, or part thereof. No grace period shall apply to wait-and-return journeys.

Where applicable, customers should provide accurate flight information.

Please notify us of any known changes to your flight or travel arrangements as soon as reasonably possible.

Any airport waiting arrangements, waiting charges or collection procedures will be confirmed as part of the booking where relevant.

The vehicle has limited passenger and luggage capacity.

Customers must provide accurate passenger and luggage information when requesting a journey.

Where unusually large, bulky or numerous items are being carried, these must be disclosed in advance.

We may decline to transport luggage or other items where they:

• cannot be carried safely
• exceed the reasonable capacity of the vehicle
• could damage or soil the vehicle
• are prohibited by law
• present a safety risk

The Mercedes-Benz EQS may accommodate up to four passengers, subject to luggage and other practical requirements.

Passengers are expected to behave respectfully and safely.

We may refuse or terminate a journey where a passenger:

• behaves violently, abusively or threateningly
• creates a safety risk
• seriously distracts the driver
• damages or is likely to damage the vehicle
• attempts to carry illegal or dangerous items
• is excessively intoxicated to the extent that safe transportation is not reasonably possible

Where a journey is terminated because of passenger conduct, the customer may remain liable for the agreed fare and any additional reasonable costs incurred.

Smoking and vaping are not permitted in the vehicle.

Passengers are not permitted to consume or bring open food or beverages into the vehicle. This policy is in place to maintain the cleanliness, condition, and professional presentation of the vehicle for all clients.

Any damage, staining, or excessive cleaning required as a result of non-compliance may result in additional charges being applied. By using our services, passengers agree to comply with this policy.

Where a passenger causes soiling that requires specialist or additional cleaning, including sickness inside the vehicle, we reserve the right to charge a reasonable cleaning fee.

Any charge will reflect the cleaning required, associated costs and, where appropriate, loss of use of the vehicle.

Customers are responsible for damage deliberately or negligently caused by themselves or members of their travelling party.

We reserve the right to recover reasonable repair, replacement, cleaning or associated costs.

Seat belts must be worn where required by law.

Passengers are responsible for complying with applicable seat-belt requirements.

Children must travel using an appropriate child restraint where required by law.

Any child-seat requirements should be discussed with us before the booking is confirmed.

We will make reasonable efforts to provide journeys punctually and with appropriate care.

However, circumstances outside our reasonable control may cause delay or disruption, including:

• traffic congestion
• accidents
• road closures
• severe weather
• police activity
• airport disruption
• mechanical failure
• unexpected emergencies
• other events that could not reasonably have been prevented

Where disruption occurs, we will make reasonable efforts to communicate with the customer and minimise inconvenience.

Nothing in these Terms excludes our obligation to provide services with reasonable care and skill.

We shall not be liable for delays caused by traffic congestion, road closures, severe weather, vehicle breakdowns, public emergencies, industrial disputes, government restrictions or circumstances beyond its reasonable control.

If the booked vehicle becomes unavailable because of breakdown, accident or another unexpected event, we will make reasonable efforts to:

• inform the customer promptly
• arrange an appropriate alternative where practical
• offer another reasonable solution

Where we cannot provide the confirmed service, any payment for the unprovided portion of the service will be dealt with appropriately.

Customers are responsible for their personal belongings.

Please check that you have all belongings before leaving the vehicle.

If an item is found after a journey, we will make reasonable efforts to return it.

We are not responsible for loss or damage to personal items except where liability cannot lawfully be excluded.

We will make reasonable efforts to return property found in the vehicle but accepts no responsibility for items left behind.

If you have accessibility requirements or require particular assistance, please tell us before the booking is confirmed.

We will confirm whether the requested journey and vehicle can reasonably accommodate your requirements.

Where a journey is booked on behalf of another passenger, the person or organisation making the booking is responsible for ensuring the passenger is aware of any relevant booking details and these Terms & Conditions.

The person or organisation making the booking may remain responsible for payment unless agreed otherwise.

Personal information provided to us will be handled in accordance with our Privacy Policy.

Information may also be retained where required for booking records, licensing, accounting, insurance or legal purposes.

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing affects your statutory rights as a consumer.

We are not responsible for losses that could not reasonably have been foreseen when the booking was confirmed or for losses resulting from circumstances outside our reasonable control, except where the law provides otherwise.

If you are unhappy with any aspect of the service, please contact us as soon as possible.

Complaints should be submitted within 14 days of the journey date to the following email address:

Email

info@chffr.com

We will make reasonable efforts to investigate and resolve concerns fairly.

We may update these Terms & Conditions from time to time.

The version applying to a booking will normally be the version in force when that booking is confirmed, unless a change is required by law.

These Terms & Conditions are governed by the laws of England and Wales.

Nothing in these Terms affects any mandatory consumer rights or rights relating to the courts available to you under applicable law.

For questions about these Terms or a booking:

Email

info@chffr.com

Telephone

07747 01 23 53