Imperial Ride Terms & Conditions

1. General

Imperial Ride is the Trading name of Imperial Ride Limited. We are Registered in England & Wales Imperial Ride Limited Company with Registration # 9073365, TFL Operator License # 00898402 and VAT Registration # 198227568. By using our services, you agree to the Imperial Ride terms and conditions.

Imperial Ride reserves the right to change T&Cs at any time for quality testing and development. Information is subject to change and will be displayed on the Imperial Ride’s home page to notify users within 14 days of new terms & Conditions in place. Continued use of our website by the user agrees to comply with and be bound by the terms and conditions unless objectified. Further usage of Imperial Ride services is solely accepted by the user.

Please note that loud music inside any of our vehicles is not permitted. This is for your safety and to avoid any distraction for the chauffeur driving you.

Alcohol consumption is not allowed in our vehicles. Prior permission is required for alcohol in the car. The Customer is liable to pay for any damages caused as a result of any spilling on the seats or other vehicle surfaces.

Under no circumstances are any drugs permitted. Our Chauffeur has the right to remove any passenger under the influence of drugs. Additionally, there will be no refunds, and the customer will bear all responsibility for the full trip.

All of our chauffeur services are pre-booked, which means that the vehicle may have another job waiting after the existing trip. If more time is required for hourly bookings, it is at the chauffeur's discretion. Additional hours should be scheduled in advance to prevent any inconvenience.

2. User Registration

All information provided by the user must be accurate and complete through all parts of the registration process. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence and may result in Suspension of registered customer accounts.

3. Contract of Service and changes to offers

All conditions of contract apply to arranged services provided by Imperial Ride.

3.1. Subsequent to the booking and starting the service, additional fees may occur, such as extra hours, additional stops, Waiting time, car parking, and address changes according to the latest price structure. 

3.2. All hourly rides must end in the same city as the start of the service.

3.3. Users can choose between our different types of class vehicles; Business Class, Business Van, and Luxury Class alongside Luxury SUV. Users can choose vehicles from our Vehicles’ page on the Imperial Ride homepage. Images shown on our Vehicle page are in place to demonstrate the class of vehicles we provide. Our Chauffeurs are not licensed to book rides, the means of booking are Imperial Ride's booking phone number, email, Business whatsapp and website. 

Given the opportunity, the user may choose to upgrade to a higher class vehicle. Upon the availability of vehicles, the Class upgrade is free, but payment for the different categories will be charged accordingly. You can call Imperial Ride anytime to discuss the concerned matter. 

3.4. Booking times

 For all vehicles (except Rolls Royce Phantom) – booking must 60 minutes before the pickup time.

For Rolls Royce Phantom – booking time must be at least 24 hours, for international bookings minimum time required to book a ride is 24 hours. 

3.5. Booking areas

We cover and provide chauffeur service worldwide, in Europe, America, Asia, Africa and Australia. Our primary market is London, and we have affiliations worldwide.

Please note that we need full address including post code for the accurate calculation of fares.

3.6. English Channel crossing

The English channel crossing costs will be paid by customers for rides to Europe.

4.0 Operator Responsibility and Compliance with Regulation 9(14)

Imperial Ride Ltd operates in full compliance with Regulation 9(14) of the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000. As a licensed private hire operator, we take full responsibility for accepting all bookings directly from passengers and for the provision of transportation services associated with those bookings. This includes assuming liability for ensuring that journeys are carried out in licensed private hire vehicles by licensed drivers, from the agreed pick-up point to the drop-off point, for the agreed fare or an accurate estimate provided in advance. By booking with Imperial Ride, passengers enter into a direct contract with us as the operator, and we guarantee our accountability for the safe and efficient delivery of services.

4.1 Transport safety

4.2. Children

London PHVs are exempt from Child seats. If you require a child seat, request it in the comments section while making the booking, Please provide the age/weight of the child and the type of seat needed. The chauffeur does not carry child seats in the vehicle due to space shortage. We will provide free child seat if the chauffeur location is near to the office location for child seat location. In some cases customer will be charge for a child seat if the chauffeurs has to travel to our office to collect the child seats. We will inform you in advance before sending the chauffeur for child seat collection. 

It is passengers (Parent/Guardian) responsibility to take care of the child during the ride. Our chauffeur has right to cancel the ride if children are causing any damage to the vehicle, creating dangerous situation or abusive towards our chauffeur.

The minimum age to book a ride is 12; We will require a written declaration from the parent/guardian to travel for all under 18 passengers. 

4.3. Conveyance of Animals

If the Customer wants to bring animals on board, they must take prior permission before booking to make sure the Imperial Ride and partners if they are willing to accept such a case. Guide dogs will not be refused. Imperial Ride’s chauffeurs have the right to refuse to take animals (with the exception of guide dogs) that were not agreed upon.

For trips to and from Europe, The cost for your pet to travel with Eurotunnel - DFDS channel crossing will be paid by the customer/pet owner. This term applies to each cat, dog, or ferret in transit.

4.3.1 Policy on Passengers and Luggage Assistance

The luggage capacity is shown on all of our Vehicle illustrations, as well as the seating capacity. While booking on the Imperial Ride website, any Extra luggage will be charged additionally, subject to the availability of the space. Imperial Ride has the right to refuse any luggage which was not agreed upon or may not fit in the vehicle boot or safety conditions are compromised. Due to the health and safety of passengers and our chauffeurs, we do not allow any baggage except cabin-size bags inside the vehicle. For our MPV vehicle, According to TFL regulations, the driver's rearview mirror should not be obstructed due to the excessive luggage in the luggage compartment; the rearview window should always be clear from luggage obstructions. 

In the same way, the seating capacity of the vehicle is also shown; any passenger is not agreed upon during the booking may be refused if space becomes minimal and safety conditions are compromised. 

4.3.2 Luggage Assistance:

As a courtesy, our chauffeurs gladly help passengers load and unload their luggage. However, please note that when the destination is a multistory house or flat or requires further help, our chauffeurs are not obligated to carry bags to the door or manage luggage transit. Please convey any such requests for Porter Service at the time of booking or well in advance. 

Porter service or specialist luggage handling may incur additional fees. You may arrange for these services with the help of our customer care team, whether on-call or via email.

4.4. Delays

In extreme weather conditions and certain unavoidable situations, customers can receive compensation to a certain extent, such as longer waiting times. Last-minute cancellations due to unforeseeable situations will be compensated by a full refund to the Customer (if accepted by the Customer).

In the even of an unexpected Traffic delay, road blockage or such incidents that might cause financial loss like missing an important meetings, hotel booking, missing a flights for the customer and Imperial Ride has no control over it duet to unforeseen circumstances, we do not take any responsibility or pay compensation.

4.5. Penalties caused due to customers

Any Penalties like parking tickets as a result of customers fault or not taking prior approval will be charged to customers like building management special parkings etc.

4.6. Dashboard Camera Awareness

 Imperial Ride Fleet comes with Dashcam in the cars for the security and safety of the passengers. Dashcams record the footage video only. The microphone is not enabled, considering the privacy of the passengers. If any customer wishes the footage not to be recorded, please advise us before the journey, and we can disable it during the trip. 

4.7 Vouchers

Discount Vouchers on the website are only redeemable individually and cannot be combined with other vouchers

10% first-time booking discount Voucher Terms:

1. Eligibility: This offer is valid only for customers making their first booking through the Imperial Ride website.

2. Discount Code: To avail of this discount, enter the code 'SAVE10%' at the checkout page.

3. Maximum Savings: The maximum discount that can be availed per booking is £20.

4. Exclusions: This offer cannot be combined with other promotions, offers, or discounts unless otherwise stated.

5. Availability: This offer is subject to availability and may be withdrawn or amended without notice.

6. Expiration: The 'SAVE10%' discount code has no set expiration date but may be terminated at the company's discretion.

7. Limitations: One discount code is used per customer.

By proceeding with your booking using the 'SAVE10%' code, you agree to these Terms and Conditions.

4.8 Third-Party Website Bookings

Imperial Ride does not take responsibility for third-party ground transportation service provider websites. We only entertain direct bookings from the Imperial Ride website.

4.9 Change of Vehicle

If Vehicle is not available due to sudden mechanical failure or other reason we will send another substitute vehicle of similar class of the vehicle.

5. Passenger no-show policy:

No-show means the passenger is not contactable through call/SMS/email

“No show” means a cancellation to the Customer’s service for the booked periods when the Customer does not show up at the pickup location. This rule may be ignored if a later pickup time is agreed by the Customer and notified to Imperial Ride.

For airport pick ups: 90 minutes
For none airport pick ups: 30 minutes

The chauffeur will be released with a full charge of the booking cost if the passenger's no-show.

5.1. No-show cancellations in case of:

(a) Transfer Services

A no-show is only considered if the Customer is not present without cancellation 30 minutes past booked pickup time at the pickup location. No-shows such as this will mean a full charge of the Customer’s booked service must be paid for. No extra waiting time costs will apply where possible.

 Airport and train station pickups are considered no-shows when the Customer has not canceled 60 minutes before the booked pickup time. Customers booked service must be paid for in full in this situation; however, no extra waiting time costs will apply where possible.

 (b) Hourly Services less than 1 hour

A no show is considered if the Customer does not show up at all during the booked hours at the agreed pickup time and location. The service for the booking must be paid in full in this situation. The Chauffeur will wait 1 hour irrespective of the number of hours booked and then leave, considering it a no show. 

 Airport and train station pickups are no-shows when the Customer has not shown up for the booked hours after the agreed pickup time and location. The Customer’s booked service must be paid for in full; no extra waiting time costs will apply where possible.

(c) No-Show Policy in Case of Flight Delays or Cancellations

Imperial Ride monitors flight statuses to accommodate delays and ensure timely pickups. However, in the event of a flight delay or cancellation, the customer must notify Imperial Ride as soon as possible.

Flight Delay Policy

Waiting time charges

If your flight is delayed, we offer a grace period of up to 60 minutes at no extra charge. As our pricing policy outlines, additional waiting time will incur additional fees.

Daytime Flights (6 AM - 7 PM):

Our chauffeurs often handle multiple jobs according to a set schedule, and sometimes changes in one assignment can affect their availability for other passengers. For flights landing between 6:00 AM and 7:00 PM, Imperial Ride will monitor the flight status and adjust the pickup time for delays or early arrivals within a 90-minute window from the originally scheduled landing time. However, the final decision to wait rests with the management and the chauffeur. If a flight is delayed or arrives early by more than 90 minutes, the service will be treated as a "no-show," and standard no-show policies will apply. In case the decision is to wait and add waiting charges instead, the payment must be settled before the ride finishes. 

Nighttime Flights (7 PM - 6 AM):

Flight Cancellations:

In the case of a flight cancellation, notification must be provided to Imperial Ride at least 4 hours before the scheduled pick-up time to avoid a 'no-show' charge, equivalent to the full fare of the booked ride.

Failure to notify Imperial Ride of a flight delay or cancellation, leading to a 'no-show,' will result in the customer being charged the full fare of the scheduled ride without any possibility of a refund.

5.2 Cancellations

Imperial Ride reserves the right to cancel a booking under certain circumstances, including but not limited to a sudden emergency involving the driver, unavailability of the vehicle, or extreme weather conditions. In such cases, the booking will be canceled, and a full refund will be issued.

(a) Transfer Services

Cancellations are permitted without charge provided that the Imperial Ride Chauffeur has not yet departed to pick up the Customer, or if the cancellation occurs more than one hour before the agreed pickup time. In the event of a no-show, the full arrangement fee will be charged.

Client-Initiated Cancellations:

• If the Imperial Ride Chauffeur has not begun the journey to the pickup location, no charges will be applied.
• Cancellations can be made without charge before the chauffeur activates the 60-minute button.

(b) Hourly Services

Cancellations are allowed without charge if made at least 60 minutes prior to the agreed pickup time, or before the chauffeur has started the journey to the pickup location.

For destinations outside London, where the pickup location is significantly distant from our site near Heathrow Airport, cancellations must be made before the chauffeur begins the journey. For example, if the pickup is from a location requiring a three-hour journey from our base, the trip must be canceled more than three hours in advance to avoid charges.

Client-Initiated Cancellations:

• For Business Class, Business Van, and First Class services, cancellations must be made at least one hour prior to the pickup time or before the chauffeur activates the On-Route option.
• For Luxury Class, SUV, and Elite Class services, cancellations must be made at least 48 hours prior to the pickup time to avoid charges.

If a driver cancels a ride, the Customer will not receive a cancellation notification; instead, details of the new driver who has accepted the job will be provided. In any other instances, Imperial Ride’s customer service department will contact the Customer directly.

Cancellations can be made via phone or through the Imperial Ride website.

5.3 Changes to booking

Changes can be made during a ride for a change of destination. This will be sent over for review, and Imperial Ride will charge the extra kilometers accordingly.

5.4 Behaviour in the vehicle

All passengers must abide by the following standard rules and laws when users are travelling with Imperial Ride Fleet:

Imperial Ride always ensures a safe ride for all passengers (including young children and pets)

• Doors must remain closed while the vehicle is moving
• Users must not throw objects from the vehicle
• Users must not stick body parts out of the vehicle
• Users must not shout from the vehicle
• Users must not smoke within the vehicle
• Devices provided by the Imperial Ride may be used by users after short instructions from Imperial Ride Chauffeur

• If the distance or number of hours are less than originally booked, once on passenger is on board and directs this change, the price remains unaffected

Any physical or verbal abuse, threat, sexual and other harassment by or towards

Imperial Ride staff will not be tolerated, and severe action will be taken. Any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat to the driver, the vehicle or other passengers may be refused travel.

European Bookings: Cancellation Policy

For our long-distance chauffeur bookings to and from Europe, customers are entitled to a full refund if they cancel at least 7 days before the service date. However, please note that any charges for ferry tickets to cross the English Channel, either from England to Europe or vice versa, are non-refundable under any circumstances.

5.5 Lost Property

 Any items lost within the vehicles will be returned to the Lost and Found department, which can be retrieved by either calling your driver or the office number. The cost incurred to deliver the items will be paid by the Customer like transportation cost, Courier, etc. However, we do not charge for the storage facility of the items. 

No responsibility for any loss or damage to any luggage or property carried in or on the car unless the loss or damage results from Imperial Ride Chauffeur's negligence.

Customer’s properties are carried entirely at their own risk and Imperial Ride shall not be held responsible/liable for any loss/damage to such property.

5.5.a Liability for Damages

Imperial Ride takes utmost care to ensure the safety and well-being of all our customers. However, in the unlikely event that a customer incurs damages attributable to our services, our liability is limited to the actual cost of the ride. We are not responsible for indirect or consequential damages, including but not limited to loss of income, missed flights, or meetings. Damages to personal property inside the vehicle are the responsibility of the customer. This is elaborated below:

• Indirect Damages: Imperial Ride is not liable for indirect or consequential damages, including but not limited to loss of income, opportunity, emotional distress, missed flights, or missed meetings.
• Personal Property: Clients are solely responsible for any damage to or loss of personal property brought into our vehicles. We advise clients to ensure that their property is secure at all times.

5.6 Complaints

In the event of a complaint about the company’s services, the hirer should endeavor to seek a solution at the time by seeking assistance from the driver or from the company. If this has not provided a remedy, complaints should be submitted in writing and within 14 days of the termination date of the hire. The Company will acknowledge all complaints within 14 days and will normally reply fully within 28 days

6. Payments and Premiums:

(a) Waiting times for Transfer Services

Only for transfer services, the first 60 minutes of waiting time is free for airports after the agreed pick up time, and for any other pickup, customers receive 15 minutes of waiting time for free. Any extra waiting times costs, after this free waiting time, is up, the cost will be charged for every minute at a flat rate, which will be calculated by the hourly booking price of the area of agreed pick up location and also includes the vehicle category rate (including VAT).

 (b) Additional Kilometres for Hourly Booking

 Imperial Ride and partners have a fixed kilometer-per-hour rate, and any extra kilometers outside of the hourly rate will be added as extras and calculated by the hourly booking price of the area of agreed pick up location and also includes the vehicle category rate (including VAT).

 (c) Terms of Payment and Transaction Fees

The Customer can pay using all major credit cards. Payment will be taken instantly as the booking is complete and any extras added along the user’s journey will be debited 24-48 hours after the trip is over.

(d) Invoice

Invoices are sent to the user as soon as their journey is finished (only if no extras are added), including a review form that they can send back to us in email form or through our social media pages. Journeys, where the Customer has added extras, the invoice, and review form, will be sent within 24-48 hours after journey completion.

(e) Payments by Credit Card

Charges incurred due to different currencies or different local accounts are carried by the User

customers are liable to show credit card with ID if Imperial Ride suspects anything suspicious.

(f) Extra Charges

Airport pick up policy:

The arrival pick up 60 minutes of free waiting time

None airport pick up pick up policy:

15 minutes is the free waiting time

Extra pick up and drop off charge policy:

Any route deviation from the original or any stop in between is chargeable

Hourly booking extra charge policy:

If you would like to extend an hourly booking, we need to know in advance because accepting an extending hourly booking is subject to the driver's decision

Any extra charge will be charged as per the original booking details and as per our terms and condition

(g) Refunds

For any booking exceeding £250.00, a 2% credit card processing fee will be applied. This fee is charged by our credit card processing firm

There will be no reimbursement if the booking falls under the following conditions:

The booking is cancelled outside of the cancellation policy's grace period.

The consumer missed the aeroplane, train, ferry, etc...

According to our regular waiting time policy, if the customer is unreachable via the provided number or contact method.

Service-related issue

Modifying the reservation immediately after making payment for last-minute booking confirmation.

A refund is only possible after a thorough analysis of your inquiry.

7. Damages to cars by customers

In the event that the interior or exterior of the vehicle is soiled or damaged by the customer, a valeting or repair charge will apply to the credit or debit card provided at the time of booking. Refusing to pay for the damage caused, legal action will be taken.

7.1 Any accidental injuries

Imperial Ride is not responsible for any injuries or damages that may occur due to horse playing while the vehicle is in motion or at a standstill

7.2 Wedding services

Using ribbons on vehicles for weddings is a common tradition in many cultures. If you're planning to use ribbons on a wedding vehicle, it's a good practice to attach them securely for photos and then remove them before driving. This can help ensure that the ribbons don't cause any damage or safety issues while on the road. This can help ensure that the ribbons don't cause any damage to the paint or safety issues while on the road.