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Terms & Conditions

Cancellation Policy

All bookings require a valid debit or credit card to be held on file. This acts as security for your booking and confirms your reservation.

Car Bookings

MPV Bookings

Rebooked Journeys

Where a cancelled journey is rebooked with us within 48 hours, no cancellation charge will apply.

No-Shows

If a passenger fails to attend the agreed collection point and we are unable to make contact using the telephone number provided with the booking, the journey may be treated as a no-show.

The chauffeur will make reasonable attempts to contact the passenger before leaving the collection point.

Where a booking is treated as a no-show, 100% of the booked journey price will be payable, together with any parking, waiting, toll or other charges already incurred.

For airport collections, we will monitor the flight and take reasonable account of delays before treating a booking as a no-show.

Airport Collections

We recommend booking your chauffeur for your flight’s scheduled landing time. All flights are monitored by both our office and your chauffeur.

We include 60 minutes’ complimentary waiting time from the aircraft’s actual landing time.

After the complimentary period, waiting time will be charged at £7.50 for each additional 15 minutes, or part thereof, plus any additional car parking charges.

If you expect to require additional time at the airport, please let us know when making your booking.

Meet & Greet

For standard Meet & Greet airport collections:

Once your flight has landed, please switch on your mobile phone so that you can receive updates from your chauffeur.

Your booking information will include your chauffeur’s details, a photograph of the chauffeur and vehicle, the vehicle registration number and information about the designated meeting point.

Additional car parking charges will apply where applicable.

Luton Airport

Our standard Luton Airport collection and drop-off service uses the designated drop-off/pick-up area at the ground level of the multi-storey car park. Please follow the airport signs for Drop-Off and Pick-Up.

If you require Meet & Greet at Luton Airport, please contact our office on 0800 999 4544 when making your booking.

Meet & Greet prices include up to one hour of airport parking.

Stansted Airport

For our standard Stansted Airport collection service, your chauffeur will meet you at the designated Express Pick-Up area outside the terminal.

If you require Meet & Greet at Stansted Airport, please contact our office on 0800 999 4544 when making your booking.

Meet & Greet prices include up to one hour of airport parking.

Heathrow & Gatwick Airports

For standard Meet & Greet collections at Heathrow and Gatwick, your chauffeur will meet you inside the terminal with a name board at the designated meeting point shown within your booking information/app/link.

Heathrow Terminal 4

From 23 June 2026, the Terminal 4 Multi-Storey Car Park, including Meet & Greet parking, has been closed as part of Heathrow’s redevelopment programme. As a result, our normal Meet & Greet service is currently unavailable at Terminal 4.

Your chauffeur will monitor your flight and wait nearby.

Once you have collected your luggage and are ready to leave the terminal building, please call your chauffeur. They will then proceed to the designated Express Pick-Up area outside the terminal.

Drivers are not permitted to leave their vehicles unattended at this location, so you will need to locate your chauffeur’s vehicle.

Your booking text message contains a live tracking link showing your chauffeur’s photograph, vehicle details and registration number to help you identify the vehicle quickly.

Waiting Time Policy

Waiting time charges cover the chauffeur’s additional time and the continued availability of the vehicle. Waiting charges apply regardless of the reason for the passenger's delay.

Airport Collections

We include 60 minutes’ complimentary waiting time from the aircraft’s actual landing time.

After this period, waiting time is charged at £7.50 for each additional 15 minutes, or part thereof, plus any applicable additional parking charges.

Residential Addresses, Offices & Hotels

We allow 10 minutes’ complimentary waiting time from the booked collection time.

Waiting beyond this period will be chargeable.

Railway Stations & Seaports

We allow 15 minutes’ complimentary waiting time from the booked collection time.

After the complimentary period, waiting time will be charged at £7.50 for each additional 15 minutes, or part thereof.

Sporting Events & Concerts

We allow 30 minutes’ complimentary waiting time from the booked collection time.

After the complimentary period, waiting time will be charged at £7.50 for each additional 15 minutes, or part thereof.

Additional Stops

Any additional collection or drop-off requested during the journey that was not included within the original quotation will be charged at £5.00 per additional location, plus any additional mileage incurred.

Unsocial Hours

An unsocial-hours charge of £20.00 applies to journeys operating between 22:00 and 05:00.

Where a journey was originally scheduled outside these hours but, due to delays or changes to the journey, continues into the unsocial-hours period, the additional charge may also apply.

Any applicable unsocial-hours charge will be added to the final journey cost.

Road Closures

If a road closure occurs during your journey and requires your chauffeur to take an alternative route, an additional charge of £20.00 will apply to compensate for the additional mileage and journey time incurred.

This charge applies to road closures only and does not apply to normal traffic delays or congestion.

Child Seats

As a licensed private-hire/chauffeur operator, child-seat requirements may differ from those applying to passengers travelling in a private family vehicle.

We can provide booster seats and high-back booster seats when requested in advance and subject to availability.

We do not provide baby or infant car seats.

Passengers are welcome to provide their own suitable child seat. Responsibility for providing an appropriate child seat where one is required or preferred remains with the parent, guardian or responsible adult travelling with the child.

Please advise us of any child-seat requirements when making your booking.

Luggage

Passengers are responsible for ensuring that the vehicle booked is suitable for the number of passengers and amount of luggage being carried.

For safety reasons, luggage must be carried within the vehicle's designated luggage compartment and must not obstruct the chauffeur or compromise passenger safety.

A standard saloon vehicle may not be suitable for four passengers travelling with luggage. Where necessary, an estate vehicle or MPV should be booked.

Our larger MPVs can typically accommodate up to 8 large cases or approximately 10 medium cases, plus hand luggage, depending on passenger numbers and the size and shape of the luggage.

If the luggage exceeds the safe carrying capacity of the vehicle booked, the chauffeur may be unable to transport all items. Additional vehicles required as a result will be chargeable.

Please contact us before booking if you are unsure which vehicle is suitable.

Smoking & Vaping

Smoking and vaping are strictly prohibited in all vehicles.

This includes cigarettes, cigars, pipes, electronic cigarettes and vaping devices.

Passengers who disregard this policy may have their journey terminated and may be responsible for any cleaning, deodorising or other costs incurred as a result.

Passenger Conduct

Passengers are expected to behave in a reasonable manner and to respect the chauffeur, vehicle and other passengers.

Our chauffeurs reserve the right to refuse or terminate a journey where a passenger behaves in a way that is abusive, threatening, violent, excessively intoxicated, dangerous or likely to cause damage to the vehicle.

A journey terminated because of passenger behaviour will remain chargeable, and no refund will normally be provided.

Any deliberate damage caused by a passenger will be charged to the person responsible for the booking.

Vehicle Damage & Soiling

Passengers are responsible for any damage or excessive soiling they cause to the vehicle.

Where specialist cleaning, repairs or a period of vehicle downtime is required as a direct result of a passenger's actions, we reserve the right to charge the reasonable costs incurred.

This may include professional cleaning following sickness, food or drink spillages, excessive mud or other contamination, as well as repairs for physical damage.

Where applicable, we may also charge for reasonable loss of use where the vehicle is unable to undertake other confirmed work while being professionally cleaned or repaired.

Alcohol in Vehicles

We are unable to supply alcohol for consumption within our vehicles.

Passengers may bring their own alcohol where appropriate; however, alcohol must not be consumed while the vehicle is in motion.

Our chauffeurs reserve the right to refuse carriage where they reasonably believe that a passenger's level of intoxication may compromise the safety, comfort or condition of the vehicle, chauffeur or other passengers.

Redirected or Diverted Flights

In the event of a flight diversion, we will endeavour to arrange an alternative chauffeur service where the diverted flight lands within London or the Home Counties.

If your flight is diverted to an airport outside these areas and we are unable to provide a suitable alternative service, the affected journey will be cancelled and a full refund will be provided for that journey.

Circumstances Outside Our Control

There may occasionally be circumstances outside our reasonable control that affect our ability to provide the service exactly as booked.

Examples include flights arriving significantly earlier than scheduled, accidents, road closures, severe weather, demonstrations or protests, major transport disruption, unexpected vehicle breakdowns and other exceptional circumstances beyond our reasonable control.

Where such circumstances occur, we will make every reasonable effort to provide an alternative vehicle or chauffeur.

Where this is not possible, we will endeavour to contact you as soon as reasonably practical and keep you informed of any expected delay or alternative arrangements.

Vehicle Types & Allocation

We will make every reasonable effort to provide the vehicle type requested at the time of booking.

Occasionally, circumstances outside our control, including traffic disruption, flight delays, vehicle availability or unexpected mechanical issues, may require us to provide an alternative vehicle.

Where reasonably possible, we will notify you of any significant change.

Vehicles are normally allocated to bookings no more than one week before the date of travel.

Premium Comfort Vehicles

Our Premium Comfort vehicles are particularly popular and availability cannot always be guaranteed.

If your selected vehicle is unavailable, we may offer an alternative or upgraded vehicle. Any additional cost will be confirmed with you where applicable.

Wedding Bookings

Wedding chauffeur services are priced differently from standard point-to-point transfers due to the additional preparation, planning and vehicle requirements involved.

Wedding packages currently start from £80.00 per hour.

Specific requirements should be discussed with us before booking so that an appropriate quotation can be provided.

Discount & Promotional Codes

From time to time, we may offer promotional or discount codes.

Management reserves the right to introduce, amend or withdraw promotions at any time and to restrict promotions to selected vehicle categories, dates or services.

Unless specifically stated otherwise, promotional codes:

Account Clients

Account clients receive priority when allocating available vehicles.

We will make every reasonable effort to provide the vehicle requested. However, this may occasionally not be possible due to circumstances outside our control, including flight delays, severe traffic disruption, road closures, vehicle breakdowns or unexpected operational circumstances.

Invoicing & Payment

Account invoices will normally be issued by email on the final day of each calendar month.

Payment must be made by bank transfer within 30 calendar days of the invoice date, unless alternative terms have been agreed in writing.

Late payments may be subject to interest and any applicable statutory late-payment charges in accordance with the relevant legislation.

Prices & Additional Costs

Prices quoted are based on the information provided at the time of booking.

We reserve the right to amend our prices where necessary due to significant changes in operating costs or exceptional circumstances, including fuel price increases, major rail disruption, emergency situations, airport charges, tolls or other unavoidable increases in the cost of providing the service.

Where a booking has already been confirmed, we will make reasonable efforts to notify you of any material change that affects the agreed price.

Business Card Payments

A 5% booking/processing fee applies to business transactions paid by credit or debit card.

Any applicable charges will be made clear before payment is taken.

General

By making a booking with Executive Cars Stevenage, you agree to these Terms & Conditions.

We will always make every reasonable effort to provide a reliable, professional and punctual chauffeur service. However, journey times can be affected by circumstances outside our reasonable control.

Passengers should allow sufficient travelling time for airport check-in, railway departures, appointments, events and other time-sensitive commitments.

These Terms & Conditions may be updated periodically to reflect changes to our services, operating costs, airport procedures or applicable requirements.


Privacy & Data Protection Notice

Executive Cars Stevenage / Stevenage Travel Transfers

Executive Cars Stevenage is committed to protecting and respecting the privacy of our clients, passengers, suppliers, chauffeurs and other individuals whose personal information we process.

This Privacy Notice explains what personal information we collect, why we collect it, how we use and share it, how long we retain it and your rights under applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of UK data protection law, Executive Cars Stevenage / Stevenage Travel Transfers is responsible for determining how and why your personal information is processed.

For enquiries concerning your personal information or this Privacy Notice, please contact:

Michael Francis
Executive Cars Stevenage
Telephone: 0800 999 4544
Email: info@executivecarsstevenage.co.uk

2. Information We May Collect

Depending on your relationship with us and the service being provided, we may collect and process information including:

Where payment card details are processed through a third-party payment provider, those details may be processed and securely stored by that provider in accordance with its own security and data-protection requirements.

We will only collect information that is reasonably necessary for providing our services, administering our business or complying with our legal obligations.

3. Passenger Information Provided by Someone Else

A booking may be made by one person or organisation on behalf of another passenger.

For example, an employer, personal assistant, travel booker, family member or other authorised person may provide us with a passenger's name, telephone number and travel information.

Where you provide us with another person's personal information, you should ensure that you are authorised to provide that information to us and that the passenger understands that their information will be used for the purposes of providing the booked transport service.

4. How We Use Your Personal Information

We may use personal information to:

5. Our Lawful Basis for Processing Your Information

Under UK data protection legislation, we must have a lawful basis for processing personal information.

Depending on the circumstances, we may rely upon:

Contract

Processing may be necessary to provide a quotation, accept a booking or fulfil a chauffeur service that you have requested.

Legal Obligation

We may process and retain certain information where necessary to comply with our legal, tax, accounting, licensing or regulatory obligations.

Legitimate Interests

We may process information where it is reasonably necessary for the operation and protection of our business, provided that those interests are not overridden by your rights and interests.

This may include maintaining booking records, managing our services, dealing with complaints, preventing fraud and protecting our legal rights.

Consent

Where consent is the appropriate lawful basis, such as for certain forms of marketing, you may withdraw your consent at any time.

6. Sharing Information With Chauffeurs

In order to provide your booked service, it is necessary for us to provide relevant booking information to the chauffeur carrying out your journey.

This may include:

Where appropriate, passenger telephone numbers may be provided through systems designed to protect or mask the passenger's personal telephone number.

Chauffeurs must only use information supplied to them for the purposes of completing the relevant booking and providing the agreed service.

7. Other Organisations We May Share Information With

We do not sell your personal information.

Where reasonably necessary, we may share relevant information with trusted organisations or service providers including:

Where another chauffeur company is used to fulfil a journey, we will only provide information reasonably necessary for them to provide the requested service.

We require organisations processing personal information on our behalf to handle that information appropriately and securely.

8. Payment Information

Where a debit or credit card is required to validate or pay for a booking, payment information may be processed by our authorised payment-processing provider.

We do not intentionally retain complete payment-card information within ordinary emails, booking notes or other unsecured records.

Payment and transaction records may be retained where necessary for accounting, fraud prevention, dispute resolution and legal purposes.

9. Special Category Information

We do not routinely request or process special category personal information.

However, a passenger may occasionally provide information concerning a disability, medical requirement or other personal circumstance where it is relevant to providing the requested journey safely and appropriately.

Where such information is provided, we will only use and share it where necessary and where we have an appropriate lawful basis for doing so.

Please only provide sensitive information that is genuinely relevant to the service you require.

10. How Long We Keep Your Information

We will not retain personal information for longer than is reasonably necessary for the purpose for which it was collected.

Different information may therefore be retained for different periods.

For example, financial, invoicing and transaction records may need to be retained for the periods required by UK tax and accounting legislation.

Booking and customer records may be retained where reasonably necessary for customer service, accounting, insurance, dispute resolution, fraud prevention or the establishment, exercise or defence of legal claims.

When information is no longer reasonably required, it will be deleted, anonymised or securely disposed of where appropriate.

11. Marketing Communications

We may occasionally contact existing customers regarding our services, news or offers where permitted by law.

Where consent is required, we will obtain it before sending marketing communications.

You may ask us to stop sending marketing communications at any time by contacting us or using any unsubscribe facility provided within the communication.

Stopping marketing communications will not prevent us from contacting you where necessary regarding an existing booking, payment, account or other service-related matter.

12. Keeping Your Information Secure

We take reasonable technical and organisational measures to protect personal information against unauthorised access, accidental loss, disclosure, alteration or destruction.

Access to personal information is restricted to those who reasonably require it for legitimate business purposes.

However, no internet, email or electronic storage system can be guaranteed to be completely secure.

13. Your Data Protection Rights

Depending on the circumstances and subject to applicable exemptions, you may have the right to:

These rights are not absolute and may be subject to exemptions or other legal requirements.

To exercise your rights, please contact:

Michael Francis
Telephone: 0800 999 4544
Email: info@executivecarsstevenage.co.uk

We may need to verify your identity before responding to a request involving your personal information.

14. International Transfers

Some technology, booking, payment or communications providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that appropriate safeguards required by applicable UK data protection legislation are in place.

15. Website & Cookies

Our website may use cookies and similar technologies to enable the website to function, understand how visitors use our services and improve the customer experience.

Where required, visitors will be given appropriate information and choices concerning non-essential cookies.

Further information should be provided within our website Cookie Policy or cookie-management facility.

16. Changes to This Privacy Notice

We may update this Privacy Notice periodically to reflect changes in our business, services, technology or legal requirements.

The latest version will be published on our website.

We recommend reviewing this notice periodically for any changes.

17. Complaints

If you have a question or complaint about how we use your personal information, please contact us first so that we have an opportunity to investigate and resolve your concerns.

Contact:

Michael Francis
Telephone: 0800 999 4544
Email: info@executivecarsstevenage.co.uk

You also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Further information about your data protection rights and how to make a complaint is available from the Information Commissioner's Office.

18. Booking Acceptance

When you provide personal information to us for the purposes of requesting a quotation, making a booking or managing an existing booking, we will process that information in accordance with this Privacy Notice.

Where a booking is made on behalf of another passenger, relevant passenger information will be processed and shared as reasonably necessary to provide the booked chauffeur service.

Last updated: September 2026