Terms & Conditions

1. Definitions

“Premium Lane”, “we”, “us”, or “our” refers to Premium Lane, a private hire and chauffeur service operating from 31 Longworth Ave, Cambridge CB4 1GU. “Client”, “you”, or “your” refers to the person making the booking.

2. Bookings

• All bookings are subject to availability and confirmation by Premium Lane.
• A booking is confirmed only when you receive written confirmation from us (by email, text, or messaging app).
• Quoted fares are estimates based on the information provided. The final fare may vary if the journey details change.
• We reserve the right to decline a booking at our discretion.

3. Pricing & Payment

• All prices are quoted in pounds sterling (GBP) and include VAT where applicable.
• Payment is due at the time of the journey unless a corporate account has been arranged.
• We accept payment by bank transfer, PayPal, and major debit/credit cards.
• Additional charges may apply for tolls, parking, congestion charges, waiting time beyond the free allowance, and any cleaning required due to damage or soiling of the vehicle.

4. Cancellation & Refund Policy

We understand that plans can change. Our cancellation policy is as follows:

• More than 24 hours' notice: Full refund or no charge.
• 12–24 hours' notice: 50% of the quoted fare will be charged.
• Less than 12 hours' notice: The full fare will be charged.
• No-show: The full fare will be charged.

Cancellations must be communicated by phone, email, or text to be valid. Refunds for prepaid bookings will be processed within 5–10 working days to the original payment method.

5. Waiting Time

• Airport pickups: 60 minutes of free waiting time from the scheduled flight arrival. After this, additional waiting is charged at our standard waiting rate, confirmed at the time of booking.
• All other pickups: 15 minutes of free waiting time from the agreed pickup time. After this, additional waiting is charged at our standard waiting rate, confirmed at the time of booking.

6. Passenger Responsibilities

• Passengers must wear seatbelts at all times as required by law.
• Smoking (including e-cigarettes) is not permitted in our vehicles.
• The client is responsible for any damage to the vehicle caused by themselves or their party.
• We reserve the right to refuse or terminate a journey if passenger behaviour is deemed unsafe, abusive, or disruptive.

7. Luggage & Belongings

We will make every effort to accommodate your luggage but cannot guarantee space for oversized items. Please inform us of any special requirements when booking. Premium Lane accepts no liability for items left in the vehicle, although we will make reasonable efforts to return them.

8. Liability

Premium Lane carries appropriate public liability and motor insurance. Our liability is limited to the fare paid for the journey in question. We shall not be liable for indirect or consequential losses, including missed flights, meetings, or events, arising from delays caused by traffic, road closures, weather, or other circumstances beyond our reasonable control.

9. Complaints

We are committed to delivering excellent service. If you have any concerns, please contact us at [email protected] or call 07710 522 533. We will investigate and respond within 7 working days.

10. Governing Law

These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.