Terms and conditions

Your responsibilities and our commitment

Bookings

Online bookings made through our website (www.crownwoodcharters.co.uk) are not final until confirmed by our customer support team. Upon receiving your booking request, our representatives will contact you to verify the details and confirm the availability of our services. All bookings are subject to availability and are confirmed on a first-come, first-served basis.

To ensure the efficient and comprehensive fulfilment of all confirmed bookings, particularly during periods of high demand or for specialised services, Crownwood Charters reserves the right to engage the services of pre-vetted, professional third-party chauffeur suppliers (subcontractors).

Waiting Policy

Airport Transfers:

A grace period of 1 hour is provided from the flight landing time.
⁠After this period, additional waiting time will be charged at £20 per 15 minutes.

General Transfers or Bespoke Service:

A grace period of 15 minutes is allowed from the agreed pick-up time.
After this period, additional waiting time will be charged at £20 per 15 minutes.

Payments

All bookings are required to be prepaid or arranged through accounts. For non-corporate bookings, we strongly recommend card payments as the preferred method. Our drivers are capable of accepting card payments through our secure payment link or card readers providing convenience and peace of mind.

If a customer encounters any issues with card payments, we can accept cash payments. However, we kindly ask customers to inform the Crownwood Charters Team in such situations. Kindly note that cash payments are not accepted in the car.

There will be a nominal surcharge for transactions via a payment link.

Animal Policy

Only guide and hearing dogs are allowed without prior written agreement. Additional charges may apply for other animals.

Referral Voucher Policy

To qualify for a £25 referral voucher, you must have completed at least one trip with Crownwood Charters.
Referred friend must mention your name during their first booking or in a follow-up email.
Voucher activated post friend’s trip completion. If the trip is cancelled, no voucher is issued. Once received, the voucher is valid for 45 days.

Insurance Coverage

Crownwood Charters’ vehicles and subcontracted vehicles are fully insured for passenger and third-party claims. However, customer properties are carried at their own risk.

Seat belt Liability

The Highway Code requires seat belt use. Non-compliance releases Crownwood Charters from liability in case of accidents.

Luggage and Personal Items Liability

Passengers are responsible for ensuring their belongings are loaded/unloaded. Crownwood Charters isn’t liable for loss or damage of items not loaded/unloaded.

Cancellation and Refund Policy

We recognise that circumstances can change. Our cancellation policy has been designed to balance flexibility with the operational requirements of maintaining our premium service standards.

Cancellations made more than 7 days in advance
You will receive a full 100% refund of your booking amount.
Cancellations made between 7 and 3 days before your scheduled booking date
We will provide a 50% refund of the booking amount. This allows us to partially offset the costs of vehicle and chauffeur allocation whilst acknowledging your changed circumstances.
Cancellations made less than 3 days before your scheduled booking date
Unfortunately, no refund can be provided. At this stage, vehicles and chauffeurs have been fully committed to your booking, preventing us from accepting alternative bookings.
No-shows
If you fail to appear for your scheduled pickup without prior cancellation, no refund will be provided.

All refunds are processed using the original payment method and typically appear within 5-10 business days, depending on your financial institution.

Exclusion of Liability for Delays

Crownwood Charters shall not be held liable for any delays in arrival or journey completion that are caused by circumstances beyond its reasonable control. These circumstances include, but are not limited to, severe or unpredictable weather conditions, unforeseen traffic congestion, road closures, accidents, and other sudden events that inherently disrupt the planned itinerary.

Conduct

Crownwood Charters reserves the right to refuse service to any individual who exhibits disruptive, abusive, or unlawful behavior towards our staff or other passengers. Smoking and the consumption of illegal substances are strictly prohibited in our vehicles.