title
Drvstar Terms and Conditions
Last updated: 19 October 2025
Jurisdiction: England and Wales Legal entity: Drvstar Ltd (Company No. 16745822), registered in England and Wales Registered office: 128 City Road, London, United Kingdom, EC1V 2NX Legal notices email: info@drvstar.com
Contents
- Definitions
1.1 In these Conditions:
a) Airport Transfer: a journey between an arrival airport and an agreed destination.
b) As Directed Service: use of a Drvstar vehicle for multiple point-to-point journeys, following a pre-booked itinerary or on-board instructions. Any Transfer that adds extra stops becomes an As Directed Service.
c) Business Day: a day (other than Saturday, Sunday or a UK public holiday) when banks in England are open.
d) Chauffeur: a driver engaged by Drvstar to deliver the Services.
e) Charges: amounts payable for the Services under clause 7.
f) Commencement Date: the date the Contract comes into existence under clause 2.2.
g) Contract: the agreement between Drvstar and the Customer incorporating these Conditions.
h) Customer: the person or company purchasing the Services.
i) Customer Default: has the meaning in clause 6.3.
j) Data Controller, Data Subject, Personal Data, Processing: as defined in UK data protection laws (including UK GDPR and the Data Protection Act 2018).
k) Group Company: Drvstar, its holding companies and subsidiaries from time to time.
l) Intellectual Property Rights: all intellectual property rights, whether registered or unregistered, worldwide.
m) Order: the Customer’s order for Services.
n) Passenger: the person(s) being transported under the Services.
o) Services: the chauffeur services supplied by Drvstar, as set out in the Specification (if applicable) and/or the Order.
p) Specification: any written description/specification of Services Drvstar provides to the Customer.
q) Transfer: a single collection and single drop-off journey.
r) Vehicle: the vehicle stated in the Order or an appropriate substitute under clause 4.2. 1.2 References to “Drvstar”, “we”, “us”, or “our” mean Drvstar Ltd and any Group Company. 1.3 “Writing” includes email. 1.4 Examples introduced by including, include, for example or similar are illustrative and not limiting.
2. Basis of Contract
2.1 The Customer’s Order is an offer to purchase Services in accordance with these Conditions.
2.2 The Order is deemed accepted when Drvstar issues written acceptance or written booking confirmation, at which point the Contract starts (the Commencement Date).
2.3 Any advertising, brochures, website content or social posts are for general guidance only and do not form part of the Contract.
2.4 These Conditions apply to the Contract to the exclusion of any other terms the Customer seeks to impose, or which may be implied by trade, custom or course of dealing.
2.5 Quotations are not offers and may be withdrawn or revised until accepted in writing by Drvstar.
3. Supply of Services
3.1 We will supply the Services in all material respects in accordance with the Specification (if applicable) and the Order, using reasonable care and skill.
3.2 We may amend the Specification to comply with law or regulatory requirements, or where the change does not materially affect the nature or quality of the Services. We will notify the Customer of material changes.
3.3 We may subcontract or assign performance (including to Group Companies and vetted partners).
3.4 Unless the Order states otherwise, the Chauffeur has discretion to choose the optimal route (not necessarily the shortest).
3.5 The Customer is responsible for allowing sufficient time for journeys. Any timing advice is given in good faith; we do not guarantee arrival by a specific time and are not liable for delays or consequential loss (for example, missed flights or hotels).
3.6 We will use reasonable endeavours to follow any itinerary; however, time is not of the essence. Chauffeurs will not exceed legal speed limits.
3.7 We may refuse carriage where a Passenger is, or appears to be, under the influence of drugs or alcohol and poses a risk to the Chauffeur, Vehicle or others. Unacceptable behaviour may result in immediate termination of the Service without refund; Charges incurred remain payable.
4. Vehicles
4.1 Each Vehicle will be roadworthy, properly licensed and insured, regularly inspected, and compliant with applicable laws.
4.2 We may provide a substitute Vehicle of the same or higher class if needed.
4.3 Any images provided are for illustration only.
4.4 Only the Chauffeur may drive the Vehicle.
4.5 In the event of breakdown, we will use reasonable endeavours to provide an alternative Vehicle as soon as possible.
4.6 The Chauffeur may refuse luggage if, in their reasonable opinion, its weight or volume is excessive or unsafe.
4.7 Seating capacity must not be exceeded.
4.8 All Vehicles are strictly non-smoking.
4.9 Passengers must wear seat belts; we are not liable for injuries resulting from failure to do so.
4.10 Child seats: Passengers are responsible for providing and securing appropriate child seats unless agreed in the Order. If we provide seats, these are chargeable at our current tariff. Passengers are responsible for ensuring seats remain properly secured.
4.11 Damage/cleaning: The Customer indemnifies us for damage to the Vehicle or abnormal cleaning/valet costs caused by Passengers.
4.12 Property: We are not responsible for property left in Vehicles. We will endeavour to arrange return at the Customer’s cost.
4.13 Luggage is carried at the Passenger’s risk unless loss or damage is caused by our negligence. Take care when opening the luggage compartment.
4.14 Animals: The Order must state if a domestic animal will travel. Animals must be appropriately contained/restrained. We may refuse carriage if adequate notice or containment is not provided. Guide dogs and assistance dogs are permitted.
4.15 Unaccompanied minors (under 18): The Order must disclose if a Passenger is an unaccompanied minor. We may refuse the journey if adequate disclosure/arrangements are not made.
5. Chauffeurs
5.1 Chauffeurs will be appropriately licensed and trained for their role and will operate discreetly and professionally.
- Chauffeurs are bound by the confidentiality obligations in clause 19.
6. Customer’s Obligations
6.1 The Customer must: a) ensure the Order/Specification (if any) is complete and accurate, including additional stops, luggage or mobility aids, special requirements, animals, unaccompanied minors, required child seats, and any site security instructions; b) cooperate with us and provide information reasonably required to supply the Services; c) comply with any additional obligations in the Specification (if applicable); and d) ensure the Chauffeur/Vehicle can access the pick-up and destination points; if not, the Chauffeur may select a reasonable alternative nearby.
6.2 Variations requested during performance may be chargeable at our applicable rates.
6.3 If our performance is prevented or delayed by Customer Default (including failure to provide accurate/complete information):
a) we may suspend performance until the Customer remedies the default;
b) we are relieved from performance to the extent affected by the default;
c) we are not liable for costs/losses arising from the default; and
d) the Customer must reimburse our costs/losses arising from the default on written demand.
7. Charges and Payment
7.1 Charges are calculated per our current standard tariff at the time of booking.
7.2 As Directed Services are charged hourly, in 15-minute increments, from the time the Vehicle departs our nominated London operations base to its return.
7.3 If the actual duration exceeds the booked duration, Charges increase accordingly. If an As Directed Service leaves city limits, our Out-of-Town Hourly Rates apply.
7.4 Minimum hire periods apply to As Directed Services (see tariff).
7.5 Waiting time: For non-airport pick-ups, waiting time is chargeable if Passengers do not attend within 15 minutes of the booked time. For Airport Transfers, waiting time is chargeable if Passengers do not attend within 30 minutes of the booked pick-up or advised revised landing time. Waiting is billed in 15-minute increments at the applicable hourly rate. A short discretionary grace period may apply.
7.6 The Customer is responsible for parking and tolls. A fuel surcharge applies to every journey. UK bookings include the applicable TfL congestion charge and fuel surcharge (as per our tariff).
7.7 Surcharges: 50% on UK Bank Holidays; 100% on Christmas Day, Boxing Day, New Year’s Eve and New Year’s Day (or the replacement Bank Holiday if those dates fall on a weekend).
7.8 Weekend surcharge: 20% for UK journeys taking place between 22:30 Friday and 01:00 Monday.
7.9 Overnight Services include reasonable Chauffeur accommodation costs where required.
7.10 Overseas Services are subject to exchange-rate fluctuations; invoiced Charges may differ from earlier quotes.
7.11 In certain locations, local law requires Chauffeur meal provision after set hours; related will be included in Charges where applicable.
7.12 Specific events/peak periods (for example, Wimbledon) may attract adjusted pricing; we advise at booking.
7.13 VAT: All amounts are exclusive of VAT, charged at the applicable UK rate. Where relevant in the EU, VAT accounting may follow the Tour Operators’ Margin Scheme.
7.14 Invoicing and settlement:
a) Card-settled accounts: one invoice per Order; the nominated card is charged within 48 hours of completion and the invoice is emailed simultaneously.
b) Other accounts: choose invoice per journey (issued within 48 hours), weekly, or monthly (covering the preceding period). Invoices are emailed to the nominated address.
7.15 Payment terms: 30 days from invoice date, in full, in cleared funds to our nominated bank account. Time for payment is of the essence.
7.16 Invoice queries must be raised within 14 days of receipt; standard payment terms still apply unless a credit is issued. If a credit is issued, terms run from the credit/revised invoice date.
7.17 Late payment interest: 5% per annum above the Bank of England base rate (or 5% when the base rate is at or below 0%), accruing daily until paid.
7.18 No set-off: amounts due must be paid without set-off, counterclaim, deduction or withholding (save for required tax withholdings).
8. Cancellation and Amendments
8.1 Unless otherwise agreed in writing:
a) Inside M25: cancel 4+ hours before start time — no charge. Cancel less than 4 hours — 100% of Charges due.
b) Outside M25: cancel 8+ hours before start time — no charge. Cancel less than 8 hours — 100% of Charges due.
c) As Directed Services: cancel 24+ hours before — no charge. Cancel less than 24 hours — cancellation charge equal to 8 hours of the As Directed Service.
d) International Services: minimum 24 hours’ notice; otherwise 100% chargeable.
8.2 Where different cancellation terms are agreed in writing for a particular Order/Specification, those terms apply.
8.3 “No-shows” are treated as chargeable cancellations.
8.4 Amendments are generally treated as new Orders; the original Order is deemed cancelled and subject to the above policy.
9. Coaches and Partner Vehicles
9.1 Drvstar may arrange coach services or specialist vehicles through vetted partners. These operators may have different rules and service standards.
9.2 Traffic delays affecting a coach/partner vehicle are outside our control.
9.3 Last-minute changes for coaches may not be possible.
9.4 Coach driver attire may differ from Drvstar’s Chauffeur standards.
9.5 Coach operators are strictly bound by drivers’ hours regulations and tachograph rules; these cannot be exceeded. Long days may require multiple vehicles and/or staggered shifts.
9.6 Coach quotes are valid at time of issue only and may increase as availability tightens. Prices are only guaranteed once confirmed in writing.
9.7 If a partner overbooks and withdraws availability, we will use reasonable endeavours to alternatives but cannot guarantee replacement.
9.8 Unless otherwise advised at booking, coach Orders cancelled within 72 hours of pick-up 100% chargeable.
10. Intellectual Property Rights
10.1 All Intellectual Property Rights arising out of the Services (excluding Customer materials) belong to Drvstar.
10.2 The Customer must not sub-license, assign or transfer rights granted under clause 10.1.
10.3 The Customer grants Drvstar a fully paid-up, non-exclusive, royalty-free licence to use, copy and modify Customer-provided materials for the term of the Contract for the purpose of delivering the Services.
11. Data Protection
11.1 For the Personal Data processed under this Contract, the Customer is the Data Controller and Drvstar is the processor, unless otherwise stated in writing.
11.2 We will process Personal Data only on the Customer’s documented instructions and only for the purposes of providing the Services.
11.3 We will take reasonable steps to ensure the reliability of personnel with access to Personal Data and implement appropriate technical and organisational measures.
11.4 Each party warrants it will comply with applicable data protection laws (including UK GDPR and the DPA 2018).
11.5 Each party will indemnify the other for losses arising from its own breach of this clause.
11.6 Drvstar relies on the Customer’s instructions for the extent and purposes of processing; Drvstar is not liable for claims by a Data Subject arising from actions taken at the Customer’s direction.
12. Limitation of Liability
12.1 Nothing in this Contract limits or excludes liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any liability that cannot lawfully be limited or excluded.
12.2 Subject to clause 12.1, Drvstar is not liable for: loss of profits; loss of sales, business or revenue; loss of agreements or contracts; loss of anticipated savings; loss of or corruption of data; loss of goodwill; or any indirect or consequential loss.
12.3 Subject to clauses 12.1 and 12.2, Drvstar’s total liability arising under or in connection with the Contract is limited to the total Charges paid under the Contract.
12.4 Except as set out in these Conditions, all warranties, conditions and other terms implied by statute or common law are excluded to the fullest extent permitted by law. We do not warrant that the Services are suitable for the Customer’s particular purposes.
- This clause survives termination.
13. Non-Solicitation
13.1 The Customer must not (without Drvstar’s prior written consent and agreed compensation) directly or indirectly solicit or entice away any Drvstar employee, contractor or Chauffeur.
13.2 This clause applies during the Contract and for six months after termination.
14. Termination and Suspension
14.1 Either party may terminate the Contract on 30 days’ written notice.
14.2 Either party may terminate with immediate effect by written notice if the other party:
a) commits a material breach and fails to remedy it within 10 days of notice;
b) enters into insolvency/restructuring proceedings (or analogous steps);
c) ceases, or threatens to cease, substantial business; or
d) experiences financial deterioration such that its obligations are jeopardised.
14.3 We may terminate immediately if the Customer fails to pay amounts due on the due date.
14.4 We may suspend the Services if payment is overdue, or if events in 14.2(b)–(d) occur or are reasonably anticipated.
15. Consequences of Termination
15.1 On termination, the Customer must immediately pay all outstanding invoices and, for Services supplied but not yet invoiced, amounts due on receipt of our invoice.
15.2 Rights and obligations accrued up to termination remain in effect, including the right to claim damages for pre-termination breaches.
15.3 Any provision intended to come into or remain in force after termination shall do so.
16. Force Majeure
16.1 We are not liable for any failure or delay caused by a Force Majeure Event.
16.2 A Force Majeure Event includes events beyond our reasonable control, such as industrial action, civil unrest, terrorism, war, extreme weather, natural disaster, epidemic, failure of telecommunications, fuel shortages, road closures/accidents, or mechanical failure despite compliance with clause 4.1.
16.3 If affected, we will notify the Customer as soon as reasonably possible and use reasonable endeavours to provide alternatives (vehicle/Chauffeur/transport), but we will not be liable for delay or failure caused by the event.
17. Complaints
17.1 Please raise complaints promptly with your Drvstar account manager/booking contact. If unresolved, you may escalate to a Drvstar director.
17.2 All complaints must be made within 5 days of service completion and cannot be considered once the invoice is paid. Failure to follow this process may affect eligibility for refunds/compensation.
17.3 We will acknowledge receipt promptly, may request information to investigate, and aim to resolve within 5 Business Days (complex matters may require more time).
18. Assignment
18.1 We may assign, mortgage, charge, subcontract, delegate, declare a trust over or otherwise deal with our rights/obligations at any time.
18.2 The Customer may not assign, transfer, mortgage, charge, subcontract or otherwise deal with its rights/obligations without our prior written consent.
19. Confidentiality
19.1 Each party shall keep confidential all non-public information about the other’s business, customers and suppliers, during the Contract and for five years after termination, save as permitted below.
19.2 Confidential information may be disclosed to employees, officers, representatives, subcontractors or advisers who need to know it to perform obligations, and as required by law or regulators. Recipients must be bound by confidentiality obligations.
19.3 Neither party may use the other’s confidential information for any purpose other than performance of the Contract.
20. Entire Agreement
20.1 The Contract is the entire agreement and supersedes all prior discussions and understandings relating to its subject matter.
20.2 Each party agrees it has not relied on statements not set out in the Contract and waives rights to claims for innocent or negligent misrepresentation (excluding fraud).
21. Variation
21.1 We may vary these Conditions from time to time. The version in force when you place an Order applies to that Order.
21.2 Any other variation must be in writing and signed by both parties (or their authorised representatives).
22. Waiver
22.1 A waiver of any right or remedy is effective only if in writing and is not a waiver of subsequent breaches or defaults.
22.2 Failure or delay to exercise any right or remedy is not a waiver and does not prevent further exercise of that or any other right or remedy.
23. Severance
23.1 If any provision (or part-provision) is invalid, illegal or unenforceable, it shall be modified to the minimum extent necessary to be valid. If modification is not possible, it shall be deemed deleted. The remainder remains in force.
24. Notices
24.1 All notices and formal communications under this Contract must be in writing and sent to:
• By post or hand: Legal Notices, Drvstar Ltd (Company No. 16745822), 128 City Road, London, United Kingdom, EC1V 2NX
• By email: info@drvstar.com
24.2 A notice is deemed received:
• if delivered by hand, on delivery (with signature or when left at the proper address);
• if sent by pre-paid first-class post or next-working-day delivery service, at 09:00 on the second Business Day after posting or at the time recorded by the delivery service;
• if sent by email, at 09:00 on the next Business Day after transmission.
24.3 This clause does not apply to the service of any proceedings or other documents in any legal action or, where applicable, any other method of dispute resolution.
25. Governing Law
25.1 This Contract and any non-contractual obligations are governed by the law of England and Wales.
26. Jurisdiction
26.1 The courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Contract or its subject matter or formation (including non-contractual disputes/claims).