Terms and Conditions

Executive Travel, Airport Transfers, Chauffeuring and Private Security Services

These Terms and Conditions apply to services provided by Ashbrook Executive Travel. By placing a booking you agree to these terms.

1. Definitions

We, us, our means Ashbrook Executive Travel.
You means the person or organisation placing the booking, the passenger, or the account holder.
Booking means any reservation for transport services that we accept in writing.
Vehicle categories Business Class (Mercedes Benz E Class or BMW 5 Series), First Class (Mercedes Benz S Class or BMW 7 Series), First Class XL (Mercedes Benz V Class or Mercedes Benz Vito Exec).
Waiting time time elapsed while the chauffeur waits, whether on site or off site, including at airports as set out below.

2. Bookings and confirmations

Quotations are issued in writing and are valid for 7 days unless stated otherwise.
A booking is confirmed only when you receive our written confirmation.
Where a PA, EA or booker makes a reservation on behalf of a passenger, they warrant authority to act, and consent to receive confirmations and operational messages unless you instruct us to copy the passenger.
We may allocate work to long term vetted partner operators working who work alongside us on a daily basis and operate our standards. Your contract, fees and communications remain with us.
We send reminder communications before travel, and a security message with chauffeur details and tracking link about 60 minutes before pickup for all bookings, with airport pickups as set out below.
Tracking links rely on device settings and third party data, so the displayed location may be delayed or inaccurate. Our office remains the source for live status.
If you book through a partner or platform, the platform’s rules may apply in addition to these terms. There may be a requirement to add card payment details on file to allow for any adjustments to your booking where requested. Partner or platform bookings are otherwise locked and are pre-paid and booked as-is.

3. Pricing

Prices are based on the confirmed itinerary, vehicle category, time on hire, and any waiting or extras required.
As Directed bookings are charged by time on hire (by the hour) with a minimum hire period. An included mileage allowance applies per hour, and excess miles are charged at the quoted per mile rate.
Where a minimum charge applies, you will be charged the minimum or the calculated total, whichever is higher.
VAT is charged where applicable and is itemised on your receipt or invoice.

4. Airport pickups and waiting time

We monitor flights and adjust chauffeur arrival to the live landing time. Airport pickups include 60 minutes of complimentary waiting from the actual landing time of the flight. Parking is charged at cost.

4.1 How we calculate waiting time

Actual landing time the time the aircraft touches down, as reported by airport or trusted flight tracking feeds. This is our start point.
At gate time the time the aircraft reaches its stand and doors open. As this is not always published consistently, we measure from the actual landing time for fairness and consistency.
Complimentary window the first 60 minutes after actual landing are free of charge.
Chargeable waiting after the complimentary window, waiting is charged at the prevailing rate for the booked vehicle category in 15 minute increments. Parking remains chargeable at cost.
No contact if no contact is made within 90 minutes of landing, and calls or messages receive no reply, we will stand the chauffeur down and the booking will be treated as a passenger no show.

4.2 Fixed time airport collections

If you choose a fixed pickup time instead of live flight tracking, waiting is calculated from the fixed pickup time you set. The complimentary airport waiting window does not apply to fixed time collections.

4.3 Partner and platform bookings

Where a partner platform sets different complimentary waiting rules, the platform rules will apply to those bookings.

4.4 Called off airport bookings and passenger no show

If an airport booking is called off or is treated as a passenger no show, the complimentary 60 minute airport waiting period does not apply. All waiting time and parking related to the booking are chargeable, in addition to the fare for the booking itself.

5. Changes, delays and cancellations

Free changes you can amend or cancel free of charge up to 24 hours before the outbound journey.
Special, national or sporting events require 7 days’ notice for free changes or cancellation unless stated otherwise on your quote.
Within these windows, changes and cancellations may be charged up to the full fare plus any costs incurred.
Traffic, weather, security incidents, road closures and events outside our control may affect routes and timings. We will act reasonably to mitigate any impact.

6. Passenger responsibilities

Provide accurate pickup, drop off and timing information, and ensure passengers are contactable on the day.
Advise us in advance of luggage, mobility aids, special assistance or unusual items so we can recommend the correct vehicle.
Chauffeurs cannot accept changes that alter the scope of work without office approval. All amendments must be requested through our office.

7. Vehicles, capacity and condition

Vehicles are executive category Mercedes Benz or BMW as listed above, or similar of equal class if required.
Vehicle images are illustrative. Exact model and colour may vary.
Passenger and luggage capacity limits must be respected for safety and legal compliance.
We keep vehicles clean and well presented. Any damage or soiling beyond normal use may be charged at cost plus reasonable downtime.
Accessibility we are not a wheelchair accessible vehicle provider. Foldable wheelchairs and mobility aids can be carried as luggage by prior notice.
Child seats child seats can be provided with notice where available, or you may supply your own. Fitting remains your responsibility. We are unable to store seats.
Pets pets are carried by prior agreement. Assistance dogs are welcomed as required by law.

8. Parking, tolls and extras

Parking, tolls, drop off and pick up fees are charged at cost and itemised on your receipt or invoice.
For airport work, car park receipts are usually retained for audit and can be provided on request.

9. Payment and invoices

We are a cashless business. Payment is taken centrally by our office. Chauffeurs are not authorised or insured to take payment for bookings.
By confirming a booking you authorise us to charge the card on file for the fare, waiting, parking, tolls and agreed extras shown on the final invoice.
Private clients usually place a card on file when confirming the booking. Corporate accounts may be invoiced by agreement.
Receipts and invoices are issued by email, usually within 24 hours of journey completion.
Gratuities are discretionary. If you wish to add a gratuity we can include it on your invoice on request.
Late payment may attract reasonable administration costs and interest as permitted by law.

10. Card payments and fees

We accept Visa, Mastercard and American Express payment cards, including personal and corporate cards. All card payments are subject to a card processing fee of 2% of the total invoice value.

11. Conduct, safety and property

Chauffeurs will drive safely and legally at all times and may refuse carriage where safety is at risk.
Seat belts must be worn where fitted. UK law applies to the use of child seats.
No smoking, vaping or illegal substances in vehicles.
Our chauffeurs are security awareness trained and operate with discretion. We will sign NDAs on request. Specialist vehicles can be sourced with sufficient notice.
Lost property items left in vehicles are held where found. Collection or courier return is at cost. We are not liable for loss except where required by law.

12. Data, privacy and call recording

We process personal data to deliver bookings and meet legal duties, in line with our privacy policy.
Our phone system logs and records calls for training and monitoring. Out of hours, urgent operational calls may be routed to our on call team.

13. Limits of liability

We are not liable for indirect or consequential loss. Our total liability is limited to the amount paid for the booking in question, except where the law does not allow such limitation.
We are not liable for delays caused by events outside our reasonable control, including but not limited to traffic incidents, severe weather, road closures, industrial action and security alerts.

14. Complaints

If you have a concern, please contact our office as soon as possible with your booking reference so we can investigate and respond. Call 01892 710 720 or email info@ashbrookexecutivetravel.co.uk.

15. Law and jurisdiction

These terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

Last updated: 13 December 2025