Legal · Terms
These documents govern your use of the Vantage Lane platform, website and booking services. Please read them before placing a booking.
Effective · [INSERT EFFECTIVE DATE]
These Booking Terms govern your use of the Vantage Lane website and booking platform made available by Vantage Lane Ltd ("Vantage Lane", "we", "us" or "our") in connection with premium chauffeur booking, concierge assistance and related platform services.
For London private hire vehicle (PHV) journeys, Vantage Lane acts as a premium booking platform and technology front-end. The relevant TfL-licensed Operator Partner identified at the point of booking (the "Operator Partner") accepts the transport booking as principal and contracts directly with the passenger for the transport service.
By submitting a booking request or creating an account, you agree to these Terms. If you do not agree, you must not use the booking platform.
Vantage Lane Ltd is a company incorporated in England and Wales under company number [INSERT COMPANY NUMBER], with its registered office at [INSERT REGISTERED OFFICE ADDRESS].
You can contact us at [INSERT SUPPORT EMAIL], by telephone at [INSERT SUPPORT NUMBER], or by post at the address above.
Vantage Lane provides the digital interface, booking facilitation, customer communications, concierge coordination, supplier curation and certain support services connected with your request. We do not own a vehicle fleet, we do not employ chauffeurs for the transport service, and we are not the transport carrier, licensed PHV operator or provider of the journey itself.
For London PHV journeys, the Operator Partner is the party that accepts or rejects the transport booking, provides the vehicle and chauffeur, and is responsible for the journey. We will identify the relevant Operator Partner in the booking confirmation.
A booking request is submitted when you complete the checkout process and receive a booking reference. Acceptance of a booking is confirmed when Vantage Lane or the Operator Partner sends a booking confirmation to your registered email address.
You are responsible for ensuring all booking details — including pickup location, date, time, passenger count and flight number where applicable — are accurate at the time of booking.
All prices are shown in pounds sterling (GBP) and include VAT where applicable. The price shown at checkout is the price you pay. Payment is taken securely at the time of booking.
Prices are fixed at the time of booking. They will not change after a booking confirmation has been issued, except where additional services, extended waiting time or route changes are agreed after confirmation.
You must ensure that all passengers are ready at the confirmed pickup location at the scheduled time. Passengers must behave responsibly and treat the vehicle and chauffeur with respect.
Vantage Lane and the Operator Partner reserve the right to refuse or terminate a journey where passenger conduct puts the safety of the chauffeur, vehicle or others at risk.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded by law.
Subject to the above, our total liability to you in connection with a booking shall not exceed the amount paid by you for that booking.
These Terms are governed by the laws of England and Wales. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
These Website Terms of Use govern your access to and use of the Vantage Lane website, its content, customer account areas, quote pages, booking interface and related online services.
These Website Terms regulate the use of the website and platform environment itself. They do not by themselves create a transport contract for a booked journey. Transport-related arrangements are governed by the Booking Terms above.
You may use the website only for lawful purposes and in accordance with these Terms. You must not misuse the website, interfere with its operation, attempt unauthorised access, introduce malicious code, harvest credentials or use the website in a way that could harm us, our users or our infrastructure.
You must not submit false information, impersonate another person, create accounts by automated means, or attempt to circumvent technical or commercial restrictions built into the site.
Unless otherwise stated, Vantage Lane or its licensors own the intellectual property rights in the website, layout, branding, logos, text, graphics, photographs, video, software and other content made available through the service.
You may view, print or download reasonable extracts for personal, non-commercial use. You must not reproduce, distribute, sell, license, scrape, adapt or exploit website content without prior written permission.
We try to keep website information accurate and reasonably up to date. Vehicle photos, service descriptions, route examples and travel estimates are provided for general guidance only unless expressly stated to form part of a confirmed booking.
We do not promise that the website will always be available, uninterrupted, secure or error-free. We may suspend, withdraw or restrict access at any time without notice.
You may cancel a booking without a transport cancellation fee if the cancellation is received more than 3 hours before the scheduled pickup time.
Where a third-party add-on has already been purchased or committed before cancellation, the underlying third-party cost may still be non-refundable even if the transport fare itself is refundable.
If a cancellation is made within 3 hours before the scheduled pickup time, up to 100% of the transport fare may be charged or retained. This reflects the fact that a vehicle, driver and operating capacity may already have been reserved or dispatched.
A no-show may apply where the passenger does not attend, is unreachable, or fails to meet the driver within the applicable waiting period. In a no-show case, up to 100% of the transport fare may be charged or retained.
Standard complimentary waiting time for ordinary pickups is [INSERT STANDARD WAITING TIME] minutes from the scheduled pickup time.
Airport pickups booked with a correct flight number include [INSERT AIRPORT WAITING TIME] minutes of complimentary waiting from the monitored flight landing time.
Additional waiting beyond the included period may be charged at the disclosed rate shown at booking.
Eligible refunds will be processed to the original payment method within [INSERT REFUND TIMELINE] business days of the cancellation or resolution being confirmed.
Where a booking was paid by card, the refund will be returned to the same card. We are not responsible for delays caused by your card issuer or bank.
If you are unhappy with any aspect of your booking or journey, please contact us at [INSERT SUPPORT EMAIL] as soon as possible and no later than [INSERT COMPLAINT WINDOW] days after the journey or incident.
We will acknowledge your complaint within 2 business days and aim to provide a full response within 14 business days. Complex matters may take longer, in which case we will keep you informed.
If you believe you have left an item in a vehicle, contact us as soon as possible at [INSERT SUPPORT EMAIL / NUMBER]. We will liaise with the Operator Partner to locate the item, but we cannot guarantee recovery of lost property.
For queries about this document, contact us at hello@vantagelane.com.
