Terms and Conditions


  • Emerald Chauffeurs Limited is an England-registered company bearing registration number (07278740).
  • Emerald Chauffeurs Limited is a licensed operator of vehicle hire with chauffeur services in the UK.
  • We are licensed and approved by the Public Carriage Office (PCO No. 6821).
  • Emerald Chauffeurs Limited reserves the right to change or update the Terms and Conditions at any time deemed necessary without prior notice.
  • Please bookmark this page and check it frequently to ensure you are reading the latest Terms and Conditions.
  • The date on the top right of this page will help you determine if you are reading the latest copy.
  • By using our website, you agree to all the Terms and Conditions
  • All of our prices are quoted in pound sterling.
  • All prices are exclusive of VAT at 20%.
  • All hire charges are rounded up to the nearest 30 minutes.
  • There is a 5% surcharge on credit & visa card payments.
  • There is a 10% surcharge on American Express Card.
  • All parking and entrance are chargeable at costs.
  • Tolls and congestion zones are not included unless agreed with Emerald Chauffeurs Limited.
  • Your booking charge may be subject to additional waiting time and car park.
  • All cancellations must be within 24 hours’ notice.
  • All bookings fees must be paid in 24 hours prior to departure.
  • All hiring starts from the exact pick-up point to the exact destination entered only.
  • We operate a no smoking policy in all our vehicles.
  • Emerald chauffeurs limited accepts no responsibilities for any loss or damage to any property or luggage carried in the vehicle, however such loss occurs.
  • Our chauffeurs will travel using the most appropriate routes unless instructed otherwise at the time of booking.
  • Emerald chauffeurs limited accept no responsibility for bodily injury or death or sickness to the signatory of the contract or any other person except where such death or injury is caused directly by a member of Emerald chauffeurs limited.
  • Emerald chauffeurs limited will make every effort that our chauffeurs arrive on time, however we cannot take responsibility for unforeseen circumstances i.e., Traffic delays, accidents, breakdowns, severe weather conditions, strikes or road works.
  • Emerald chauffeurs limited will endeavour to provide the vehicle you request. However, in the unlikely event that we are unable to do so, we reserve the right to provide a substitute vehicle of similar type and capacity. You will be informed of this.
  • Emerald chauffeurs limited will require the names of all passengers.
  • When the client desires to travel to a particular place, the chauffeur will travel by the route which in his/her opinion is the most suitable at the time. However, if the passenger requests to take a route that they believe is more preferred by them, the passenger will be responsible for any delay.
  • Emerald chauffeurs limited may increase charges on bank holidays and other occasions and shall inform all concerned of such charges in advance.
  • Any bookings made for the 23, 24, 25, 26, 31 December and 1st of January will attract an additional charge of 100% on prices published and quoted by other communication methods.
  • Emerald chauffeurs limited resumes the right to use sub-contractors. We occasionally have to subcontract work out to other companies; however, we only use subcontractors that have the same high standard as ourselves thus ensuring to our customer the same excellent service we endeavour to provide.

Bookings, booking times and locations

  • In order to operate lawfully as a licensed private vehicle, hire operator who accepts bookings from passengers as per the Private Hire Vehicles Act London 1998, we are entering into a contractual obligation with you to provide our services.
  • As such, all bookings are to be made through our contact centre, website (emeraldchauffeurs.com), or direct office landline (+2088111119).
  • Under no circumstances do we accept or accommodate bookings made by our chauffeur on behalf of any customer.
  • When you make a booking with us through any of the above contact channels, we will need you to provide the necessary details, such as your full name, travel duration, the number of passengers, etc. which shall then be entered into our system. Once you have provided all the details and they have been successfully saved in our system, we will send you an automated message via SMS and email, sharing the details of your booking, which includes the travel fare or charges. If you wish to make any changes to the particulars of the journey, please inform us directly (and not our chauffeur). This information will then be relayed to your chauffeur through the appropriate means.
  • Emerald Chauffeurs Limited is responsible for accepting the booking and the provision of the entire journey.
  • Our chauffeur is authorised only to collect the fare from customers on our behalf. Any contractual charges apart from the fare are to be paid directly to us.
  • Any quotation provided by Emerald chauffeurs limited is not a confirmed booking until the applicant has   confirmed the booking with Emerald chauffeurs limited via email to: info@emeraldchauffeurs.com.
  • If you wish to cancel your booking, you may do so only through the available channels; i.e., our contact centre, website contact form or direct office landline number. Bookings cannot be cancelled by relaying any information to our chauffeur or asking them to cancel it for you.
  • If anything goes wrong during the trip, for which no external factors are to blame or the customers themselves – such as a flat tire or the chauffeur unexpectedly falling ill or unable to drive for whatever reason – Emerald Chauffeurs Limited will send a replacement vehicle and/or chauffeur as soon as possible at no extra cost to the customer. Any queries in regards to this must be addressed directly to us, and not the designated chauffeur or replacement chauffeur.
  • After a chauffeur and vehicle has been recorded in our system as ‘booked’, and when they are due to arrive at the customer’s designated pick-up point, it shall be assigned only to a chauffeur who is registered with Emerald Chauffeurs Limited, along with their respective documents and papers registered in our main office. If a chauffeur has not been registered with us through the relevant documents and papers, our system cannot assign that chauffeur and vehicle to a customer.
  • Once a registered chauffeur has been allocated the pick-up, you will receive a text message which will have your registered chauffeur’s full name, PCO number, vehicle license plate number, vehicle type/make and model, and the vehicle PCO number.
  • If, for some reason, you are dissatisfied with any aspect of the journey or the entire journey (either in the midst of your journey or afterward), please call us directly or visit us at our main London office to formally register a complaint. Emerald Chauffeurs will investigate the matter and revert to you shortly with the findings. If these findings do not satisfy your complaint or meet with your expectations regarding the complaint, you pay pursue the matter further by contacting TFL (Transport for London).
  • Once a booking has been accepted from a customer, the contract is between Emerald Chauffeurs Limited and the customer only, with no other intermediaries or third parties involved.
  • All bookings are to be made via the Emerald Chauffeurs Limited website or through the office number only. Customers are not allowed to book through our chauffeurs, neither are the latter authorised to facilitate any bookings on behalf of the former.
  • For all types of vehicles booking within London, we require at least a 4-hour notice to confirm availability.
  • For bookings outside London, irrespective of vehicle type or total number of passengers, we require a minimum 6-hour notice.
  • For global bookings, we require a minimum 48-hour notice.
  • If you wish to travel with the same chauffeur for future travels, we will try our level best to assign them to you. However, we cannot make any commitments as such.
  • The demand for female chauffeurs is very high. At the time of booking, please mention explicitly if you require a female chauffeur – if one is not available, a male chauffeur will be assigned which you must agree to in order to proceed with the booking.
  • Payments are to be made 3 days in advance to secure booking during regular/business days, 7 days in advance during bank/public holidays and Christmas, and, 30 days in advance for weddings.

Airport Pickups and transfers

  • Our chauffeurs are permitted to wait an extra 15 minutes for you to get to the vehicle, after which extra charges will incur. For international airport transfers, our chauffeurs are permitted to wait up to an hour before extra charges will incur. For domestic airport transfers, our chauffeurs are permitted to wait up to 30 minutes before extra charges will incur.
  • For customers flying in from outside the UK, please ensure that you have a phone number configured to work within the UK. Emerald Chauffeurs Limited will not be responsible for any delays caused by a lack of communication due to the customer’s phone number not working.
  • If you plan to make any unplanned stops after landing in the UK and prior to meeting with our chauffeur, such as going for a coffee which may cause our chauffeur to wait longer than expected, please inform on the spot once your plane has landed. If our chauffeur is not informed, and has to wait longer than the standard courtesy period (please see “Booking times and locations”), extra charges will incur. The longer they must wait outside the courtesy period, the more charges will incur.
  • Flight details helps us give you a punctual service. We make every reasonable attempt to monitor your flight times, however we are unable to access reliable information until shortly before departure or scheduled arrival times.
  • If your flight is delayed, you should make immediate contact with Emerald chauffeurs limited to notify us, so that we can adjust our schedules and rearrange drivers. We allow a waiting time of 30 minutes for domestic flights and 60 minutes for international landings free of charge.
  • However: if for any reason you are unable to get in touch with your chauffeur, then please contact the office immediately on: +44 (0) 20 8811 1119   or  +44 (0) 7538 396 396
  • Our meet and greet system will ensure that your chauffeur will be waiting for you as soon as you enter the arrivals terminal or a meeting point agreed at the time of booking. Your chauffeur will be displaying your name along with an Emerald chauffeurs limited logo
  • We will endeavour to accommodate delayed flights times, but cannot be held liable should circumstances prevent us from being able to respond to any changes.

General notice regarding services

  • Please note that loud music in any of our chauffeur-driven vehicles is not permitted. This is only for your own safety as well as that of our chauffeur’s, as it may cause distractions and create unsafe driving conditions, where your safety and security may be compromised as well.
  • We also do not permit any alcohol consumption inside our vehicles. If you would like to consume alcoholic beverages during your trip on the road, please seek our permission in advance. Customers are responsible for any damages caused to the rental vehicle as a result of liquids spilling over or due to intoxication.
  • Drugs are strictly prohibited as well. Our chauffeur has the authority to remove any passenger(s) who is under the influence of drugs and/or alcohol in order to protect their safety as well as everyone on board.
  • Emerald Chauffeurs Limited has a ‘no smoking’ policy in all our vehicles. We ask all our customers to abide by this policy for their own wellbeing as well as that of our chauffeurs. In the above scenario, no refunds will be issued and customers are expected to bear the full expense of the trip.
  • Once a booking has been made and the service has gone into effect, additional fee may incur on account of additional stops, extra distance covered, wait time outside of the courtesy period, car parking fee, address changes, and failure to communicate specific requirements in advance.
  • Emerald Chauffeurs Limited are not responsible for any delays due to traffic or other unforeseen circumstances, such as a natural disaster or city-wide power breakdown. We are also not responsible for road accidents due to negligible behaviour on another driver’s part.
  • Customers travelling into the UK from abroad, such as the Golf region or Middle East, must take into account the time spent at Immigration once the plane has landed. This may be anywhere between 1.5 – 2 hours. Please inform us at the time of booking how much time you expect to spend at Immigration, so that we can schedule the pick-up accordingly.
  • If you have any specific requirements, please let us know in advance at the time of booking our services to avoid any disappointment. These may include the following:
  • Child seats
  • Special accommodation for mobility-impaired passengers
  • Extra pieces of luggage than your rental vehicle can accommodate
  • Any additional hours, trips or stopovers you may require
  • Itinerary for your business or family travels so that our chauffeur can plan the trip accordingly
  • If you wish to upgrade to a higher-class vehicle after you have made a booking, additional charges will incur.
  • Emerald Chauffeurs Limited strives to deliver the highest level of service; however, we strongly recommend providing us with as much information up front as possible as it may become very difficult for our chauffeur to accommodate requests once bookings have been confirmed – e.g., those regarding child seats, special fittings and/or equipment for mobility impaired passengers, additional stopovers, or an itinerary which is not according to what was agreed to initially.
  • All passengers are responsible for managing their own time and itinerary, according to what has been agreed to at the time of booking.

Booking cancellations by Emerald Chauffeurs

If we believe that a booking cannot be made in case of an expected emergency faced by your designated chauffeur, unavailability of a chauffeur or vehicle, extreme weather condition, we may cancel your booking and process a full refund.

Booking cancellations by the customer

Booking cancellations must be made at least 24 hours prior to the pickup time. Any last-minute cancellations or those not done at least 24 hours prior to the pickup time shall be charged in full.

Booking changes

If you wish to make any changes to your booking, such as a change in destination(s) or extra miles, this shall be sent to Emerald Chauffeurs Limited for review, pending approval, after which you will be charged for the extra distance or miles accordingly.

Travelling with animals or pets on board

We understand that you may wish to travel with your pet or ‘exotic animal’, in which case, you make seek our permission before making a booking. Depending on the circumstances and type of animal, we may or may not be able to accommodate your request. For example, guide dogs cannot be accepted due to obvious safety reasons.

Passengers and luggage policy

All of our vehicle illustrations clearly show their respective luggage capacity as well their seating capacity. At the time of booking, if you require another vehicle to carry more luggage, additional charges will apply according to the amount of extra luggage space you require.

Emerald Chauffeurs Limited can refuse any luggage to be loaded onto our vehicle which has not been agreed upon at the time of booking.

Emerald Chauffeurs Limited can also refuse any passengers not agreed to accommodate at the time of booking. If there are any passengers with special needs, such as children or those with mobility impairment, advance notice must be given at the time of booking. Please read “General notice regarding services”.

Similarly, each vehicle’s seating capacity clearly shows the number of passengers it can accommodate. Emerald Chauffeurs Limited has the right to refuse any ‘additional last-minute’ passengers which were not agreed upon and/or which the vehicle cannot accommodate.

All requests for additional luggage and/or passenger space must be relayed to us ahead of your booking.

Any additional luggage which we cannot fit into your current vehicle will be fitted into another accompanying vehicle of similar size or larger, depending on the total pieces of luggage you have with you. Customers are responsible for counting the total pieces of luggage and signing off on a document which we will provide, so that the same luggage can be retrieved at the drop-off location.

Delays during the trip

As mentioned under the “General notice” section of the Terms and Conditions, and just to reiterate, Emerald Chauffeurs Limited bears no responsibility for any traffic delays which our chauffeur has no control over, such as traffic delays, severe weather conditions, an act of nature, an act of terrorism, etc.

In the event that such delays beyond our control cause any financial loss in the form of missed business meetings, hotel bookings or flights, Emerald Chauffeurs Limited shall not be held responsible or pay any compensation in light of the above.

Penalties such as parking tickets as a result of customers’ carelessness or fault, or not taking prior approval for parking, shall be charged directly to the customer; e.g., building management special parking.

Customers are also responsible for all general parking ticket charges, toll charges, congestion charges, etc. unless explicitly agreed to otherwise with Emerald Chauffeurs Limited.

Customers are required to plan their trip ahead of time, keeping in view unexpected traffic conditions, such as road works, congestions, school days, etc. which may cause delays. Please ensure that you book us well ahead of time so that we can get you to your destination with the least number of delays, if at all. More details can be viewed under the “Booking times and locations” section.

All our chauffeurs are very friendly, courteous, professional and pleasant to deal with, having received a very high standard of training. Customers are expected to deal with our chauffeurs with due courtesy and respect at all times. If you have any issues with your chauffeur, please let us know via the website’s contact form or by calling us directly. We strongly advise against engaging in an argument or conflict with your chauffeur – any damage to the vehicle as a result shall be charged to you.

Emerald Chauffeurs Limited cannot accommodate sick passengers – any damage caused to our vehicle due to a passenger being seriously ill shall be billed directly to customers.

External website bookings

Emerald Chauffeurs Limited does not entertain any bookings made indirectly through an affiliate or third-party site. We only accept bookings directly through http://www.emeraldchauffeurs.com/.

Vehicle bookings and replacement 

We strive our best to ensure that each vehicle is in pristine condition and undergoes the necessary service and maintenance checks, both prior to the trip and afterward.

However, should we be unable to provide the vehicle you chose during booking due to an expected mechanical failure or otherwise, we shall send a substitute vehicle of the same class, seating and luggage capacity, size, comfort level, etc.

Standard conduct in the vehicle 

All customers are required to abide by the following rules when travelling with Emerald Chauffeurs Limited in order to ensure the utmost safety and security of all passengers, including children, the elderly, anyone with a mobility impairment and (approved) pets:

  • Doors and windows must remain closed when the vehicle is moving.
  • Passengers must not discard objects in the vehicle or throw any objects out from the vehicle.
  • Emerald Chauffeurs Limited do not accept any vulgar behaviour such as rude gestures.
  • Passengers must strictly follow the ‘no smoking, no drinking, no drugs’ policy while in the vehicle.

Please note, and just to reiterate, Emerald Chauffeurs Limited does not tolerate any verbal abuse, harassment, threats or generally unruly, uncouth or inappropriate behaviour towards its chauffeurs.

Most of our vehicles are outfitted with CCTV cameras – if any passenger is found to be disruptive, not following the rules or behaving with our chauffeur in a rude, obnoxious or inappropriate manner, we shall be forced to take prompt action, which may include a fine enforced by local authorities and possibly a lawsuit, in a worst-case scenario.

Damage to our vehicles 

If at any point during or after the journey, the interior and/or exterior of our vehicle takes damage as a direct result of the customer’s actions or carelessness, we shall bill the full cost of the repair to the customer.

Example: Being sick after consuming alcohol

Lost belongings 

Any items or belongings left behind by the customer will be returned by our chauffeur to our Admin team. Lost items may be retrieved by calling our office directly. Any charges incurred in the form of transporting the item to our office shall be billed to the customer. We do not charge for storing lost items, although they do need to be retrieved within 30 days, after which we shall auction off the item(s).

Business & Personnel Accounts

  • Prior to making any Bookings for any Account Services, the Customer must first open an Account with emerald chauffeurs limited. (Please fill in the PDF contract form)
  • Business or personnel accounts can be set up with credit and debit cards or alternatively direct debit as a method of payment.
  • Invoices are issued in UK sterling
  • Cheques must be made to emerald chauffeurs limited
  • All applicants for opening an account with emerald chauffeurs limited must provide two references required to check creditworthiness.
  • Personnel accounts customers must also provide two recent utility bills.
  • All account charges incurred shall be invoiced after each booking or on the last working day of each month.
  • As a condition of opening an account with Emerald chauffeurs limited the applicant must agree to pay all invoices within 7 days from the date of invoice.
  • Late payments will incur interest charge of 5% on daily basis.
  • At the time an account is authorized, emerald chauffeurs limited may set a Credit Limit.
  • In the event that the applicant has exceeded the Credit Limit agreed, emerald chauffeurs limited may at its absolute discretion withhold the Service from the applicant.
  • It will be the duty of the applicant to ensure that the use of the Service is operated within the Credit Limit.

Termination of Account

  • Either parties may be able to terminate this Agreement by providing one month written notice.
  • Without prejudice, Clienteles are in breach of any of the ‘Terms & Condition’ of this Agreement, emerald chauffeurs limited shall have the right to terminate this Agreement or suspend certain provisions of Services, or suspend the Clienteles Account facility, immediately with or without formal notification.
  • When an Account is terminated, by any means whatsoever, the Customer shall pay to the Company all outstanding Charges which are owed to emerald chauffeurs limited as at the date of termination.


  • Emerald chauffeurs limited resumes the right to request for a full payment or a deposit when (making a non-Account booking).
  • All Non-Account bookings can be made by credit card and debit card and a 70% payment is required in advance. However, a full address for the booking must be connected with the applicant making the booking.  A credit/debit card preauthorization may still be required when making contact with your chauffeur.


If there are any changes or variations including extra mileage to the journey other than what was agreed at the time of booking, the clientele shall be charged extra in accordance with the pricing structure on our website (e.g., extra mileage, hourly rate & Waiting time).

Upon mutual agreement of charges for services to be provided please note the following:

  • payment shall be required 24 hours prior to travel date by credit or visa card.
  • Any changes to the original agreement shall be charged accordingly.

As Directed

  • Prices quoted for A.D (as directed) rate include multiple stops and waiting time, (Allowing 10 miles per hour only). The usage of the car is restricted to central London area only with certain mileage allocation. Any mileage thereafter is charged at an additional per mile rate (please see website). Airport transfers are not normally included in the A.D (as directed) hire and are charged in addition to the standard rate.

No Shows

  • If the customer does not appear at the time and place designated at the pickup point, the charge will be raised at the full rate quoted for the original booking or any monies paid will be non-refundable.

Disorderly behaviour

  • Emerald chauffeurs limited reserves the right to refuse travel to anyone that is deems to be a nuisance or danger to any passengers or any member of Emerald chauffeurs limited.
  • Clients are fully responsible for all damages they cause to the interior of the vehicle and will appropriately be billed for repairs carried out such as valeting needed to return the car to the condition it was originally hired in.

Airport Transfers

  • Flight details helps us give you a punctual service. We make every reasonable attempt to monitor your flight times, however we are unable to access reliable information until shortly before departure or scheduled arrival times.
  • If your flight is delayed, you should make immediate contact with Emerald chauffeurs limited to notify us, so that we can adjust our schedules and rearrange drivers. We allow a waiting time of 30 minutes for domestic flights and 45 minutes for international landings free of charge.
  • However: if for any reason you are unable to get in touch with your driver then please contact the office immediately on:
  • (0)20 8811 1119 +44       or      +44 (0) 7538 396 396
  • Our meet and greet system will ensure that your chauffeur will be waiting for you as soon as you enter the arrivals terminal or a meeting point agreed at the time of booking. Your chauffeur will be holding up a name board with your name on it along with Emerald chauffeurs limited logo.
  • We will endeavour to accommodate delayed flights times, but cannot be held liable should circumstances prevent us from being able to respond to any changes.
  • Emerald chauffeurs limited shall not allow under any circumstance luggage i.e., suitcases and such to be placed inside the vehicle.
  • The maximum seating capacity of the vehicle is determined by Emerald chauffeurs limited, and should not be exceeded. It is the clientele responsibility to ensure that any children or passengers under the height of 4’6″ are secured within a booster seat or protective child seat as appropriate. (Please note there is an additional charge of £4.00 for the supply of a child seat).


  • In the unlikely event that you are not satisfied with our services, all complaints must be notified in writing to Emerald chauffeurs limited within 14 days, Emerald chauffeurs limited treats all complaints with the utmost seriousness and our aim would be to resolve the issues in a fair and amicable manner


  • In the event of any dispute concerning the calculation by Emerald chauffeurs limited of its charges, such dispute shall be notified to emerald chauffeurs limited by the client within 14 days of the invoice being presented. In the event of no such notification being received by Emerald chauffeurs limited, the client shall accept the amount as being properly calculated and due.
  • In the event of there being any disputes regarding the interpretation of Terms and Conditions relative to the agreement, Emerald chauffeurs limited decision shall be final and binding upon the Customer.

Alter Terms & Condition

  • Emerald chauffeurs limited reserves the right to alter or vary ‘Terms & Conditions’ at its absolute discretion upon giving reasonable notice to the Clientele and without prejudice to the generality or the aforesaid Emerald chauffeurs limited reserves the right to change tariff charges.
  • No representations or variations in or additions to these ‘Terms & Conditions’ or warranty given by any person acting or purporting to act on behalf of Emerald chauffeurs limited shall have any force or effect whatsoever unless confirmed in writing by an authorised representative of Emerald chauffeurs limited. Nothing contained in these terms and conditions can affect the Client’s’ statutory rights.

Updates to the Terms and Conditions contact information

Emerald Chauffeurs Limited reserves the right to update these Terms and Conditions at any time without prior notice. Please ensure that you have read and agree to the latest copy, which can be verified by checking the date stamp on the top right of this page. For more information on the Terms and Conditions, please contact www.emeraldchauffeurs.com.

Your statuary rights are not affected by Emerald Chauffeurs Limited terms and Conditions.