Policies
Cancellation & no-show policy
The terms that apply to cancellations, amendments, no-shows and refunds for ERS Chauffeurs Limited.
Effective from
This policy applies to bookings made directly with ERS Chauffeurs unless different cancellation terms have been agreed in writing for a corporate account, event, wedding, private aviation movement or other bespoke booking.
September 2026.
Day Hire conditions
Day Hire bookings include up to 10 hours of chauffeur service and a maximum of 200 miles. Where the service exceeds the included time or mileage allowance, additional charges will apply at the applicable rate for the vehicle class booked.
Hourly Hire bookings are subject to a minimum of four hours.
1. Standard Transfers
This includes point-to-point journeys, airport drop-offs and standard airport pickups.
More than 24 hours before the scheduled pickup
No cancellation charge.
Any amount already paid will be refunded in full.
Between 12 and 24 hours before the scheduled pickup
25% of the total booking value will be charged.
75% will be refunded where payment has already been taken.
Between 4 and 12 hours before the scheduled pickup
50% of the total booking value will be charged.
50% will be refunded where payment has already been taken.
Less than 4 hours before the scheduled pickup
100% of the booking value is payable.
No refund will normally be due.
This reflects the fact that, by this stage, ERS may already have allocated a chauffeur and vehicle and may no longer reasonably be able to accept alternative work.
2. Airport Pickups
Where a valid flight number has been supplied, ERS will monitor the scheduled flight.
A genuine flight delay does not count as a customer cancellation.
If the flight is delayed, the booking will normally remain active and the chauffeur's arrival will be adjusted using available flight information.
If a flight is cancelled by the airline
The customer should notify ERS as soon as reasonably possible.
Where sufficient notice is provided before a chauffeur has been committed or dispatched, ERS may waive or reduce the normal cancellation charge.
Where the chauffeur has already been dispatched, arrived at the airport or incurred parking, waiting, access or other direct costs, those reasonable costs may remain payable.
Airline cancellation does not automatically guarantee a full refund in every circumstance.
3. Hourly Hire
Hourly Hire has a minimum booking duration of 4 hours.
More than 48 hours before commencement
No cancellation charge.
Between 24 and 48 hours
25% of the total booking value.
Between 12 and 24 hours
50% of the total booking value.
Less than 12 hours
100% of the total booking value.
Hourly bookings reserve a chauffeur and vehicle for a defined block of time and may prevent ERS from accepting other work during that period.
4. Event Hire
Event Hire has a minimum booking duration of 4 hours.
More than 7 days before the event
No cancellation charge unless ERS has already incurred specifically agreed third-party costs.
Between 72 hours and 7 days
25% of the total booking value.
Between 24 and 72 hours
50% of the total booking value.
Less than 24 hours
100% of the total booking value.
Any separately agreed non-refundable third-party costs may also remain payable.
5. Weddings, Private Aviation, Multi-Vehicle and Bespoke Bookings
These bookings may involve significant advance planning, dedicated vehicle allocation, chauffeur scheduling or third-party costs.
Unless alternative terms are confirmed in writing:
More than 14 days before the booking
No cancellation charge, except for non-refundable third-party costs already incurred.
Between 7 and 14 days
25% of the total booking value.
Between 72 hours and 7 days
50% of the total booking value.
Less than 72 hours
100% of the total booking value.
Where several vehicles are booked, cancellation charges may apply only to the vehicle(s) being cancelled.
6. No-Shows — Non-Airport Pickups
A booking will normally be treated as a no-show where:
- the chauffeur is at the confirmed pickup location at the scheduled time;
- reasonable attempts have been made to contact the passenger or booking contact; and
- the passenger cannot be located within the applicable waiting period.
A no-show is charged at 100% of the booking value.
Additional waiting, parking or access charges already incurred may also be payable where applicable.
7. No-Shows — Airport Pickups
Where a flight number has been supplied, ERS will use available flight information when determining the appropriate pickup time.
The complimentary airport waiting period stated in the customer's booking confirmation will apply.
A passenger may be treated as a no-show where:
- the flight has landed;
- the complimentary waiting period has expired;
- the chauffeur has attempted to contact the passenger using the details supplied; and
- the passenger has not contacted ERS or met the chauffeur.
A confirmed airport no-show is charged at 100% of the booking value, plus any additional parking or waiting charges properly incurred.
8. Booking Amendments
ERS will try to accommodate reasonable amendments subject to availability.
Changes to:
- pickup time;
- pickup or destination address;
- journey route;
- vehicle category;
- duration;
- passenger numbers; or
- significant itinerary details
may result in a revised price.
A substantial change made close to the scheduled pickup may be treated as a cancellation of the original booking and the creation of a new booking where the change requires a different chauffeur, vehicle or operational arrangement.
ERS will inform the customer where this applies.
9. Customer Delays
Where a passenger is delayed after the scheduled pickup time, additional waiting charges may apply once any complimentary waiting period has expired.
Customer delay does not automatically extend the booked end time of an Hourly or Event Hire booking.
Any extension is subject to chauffeur and vehicle availability and may incur additional charges.
10. Cancellation by ERS Chauffeurs
If ERS Chauffeurs is unable to provide a confirmed journey and cannot provide a suitable alternative, any amount paid for the affected service will be refunded.
ERS will not charge the customer a cancellation fee where ERS itself cancels the booking.
This does not affect any statutory rights the customer may have.
11. Exceptional Circumstances
ERS may, at its discretion, waive or reduce a cancellation charge where there are exceptional circumstances.
Examples may include:
- airline cancellation;
- serious transport disruption;
- medical emergency;
- bereavement; or
- another circumstance ERS reasonably considers exceptional.
Any decision to waive a charge is discretionary and does not create an entitlement for future bookings.
12. How to Cancel
Customers should cancel through an approved ERS cancellation channel as soon as possible.
The effective cancellation time is the time the cancellation is received and recorded by ERS Chauffeurs.
Customers should retain their cancellation confirmation.
Where a booking was made through a third-party platform, travel agent, partner or corporate booking provider, that provider's cancellation process and applicable terms may apply.
13. Refunds
Where a refund is due, ERS will process it back to the original payment method wherever reasonably possible.
The time taken for funds to appear in the customer's account may depend on the customer's bank or payment provider.
Refunds will be calculated after any applicable cancellation charge and properly incurred additional costs have been deducted.
Company details
ERS Chauffeurs Limited · Company No. 14186022
15–17 Kiln House, High Street, Elstree, Borehamwood, WD6 3BY