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Terms & Conditions


Any business between a client and EmeraldLuxury Cars Ltd (Kratos Luxury) is a transaction based on the terms and conditions defined below. When any client places an order the assumption, therefore, is that the client agrees to all the terms and conditions defined here inbelow.



1. Reservations


The reservations team of EmeraldLuxury Cars Ltd will make all effort and endeavour to assist their clients at all given times. EmeraldLuxury Cars Ltd will strive to exceed all expectations at all times. However, a timely notice may be required to prepare the chauffeured vehicle for your specific journey. All prices quoted are in GBP, with hiring starting at the pickup point (A) and finishing at the drop off point (B) except those hires to or from various airports or those that are the subject of a fixed charge.

To obtain a quote or make a booking through our booking agents, you are required to provide us, full name, contact number, email address and any other contact details.


2. Online Bookings


All online bookings are subject to EmeraldLuxury Cars Ltd approval. Occasionally errors may occur where online maps & quotes are calculated incorrectly, in the instance where an error is made and a product is listed at an incorrect price, EmeraldLuxury Cars Ltd reserves the right to cancel or refund orders placed at the incorrect price. If the order has been confirmed and charged to your credit card, EmeraldLuxury Cars Ltd shall within 4- 5 working days issue a credit in the amount of the incorrect price or where unsuitable issue a full refund.

Prices and product availability are subject to change without notice. All specials and promotions are limited to availability. We reserve the right to limit quantities of promotional products. Separate policies apply to specific offers within this website. See individual offer policies and notes for details.

EmeraldLuxury Cars Ltd. is not responsible for typographical errors and we make every effort to ensure the accuracy of the information published in our brochures and websites. The documents and graphics published on this site may contain technical inaccuracies or typographical errors. EmeraldLuxury Cars Ltd makes no representation about the suitability of the information and graphics represented on this site. All such documents and graphics are provided for indication purposes and without warranty of any kind.

EmeraldLuxury Cars Ltd requests a minimum of 24 hours notice for any online bookings. If you would like to book a car with less than 24 hours notice – Please call our reservation team on +44 (0) 1932 589 636


· Online prices are valid for UK travel only. If you require travelling to Europe, please call our office.

· All bookings scheduled between 22:00 pm – 05:00 am are subject to 50% additional charges from online prices.

· Online prices or bookings do not allow for public and bank holidays like Easter, Christmas Day or New Year’s Eve or Day where 50% additional charges will apply. All other bank holidays will be subject to 25% surcharge.

· All bookings scheduled into Congestion Charge Zone Monday to Friday 07:00 am – 6:00 pm will incur a £15 + VAT Congestion Charge.


Any refunds are subject to credit card charges.

3. Chauffeurs & Cars


Our chauffeurs will drive at reasonable speeds according to their judgment of the prevalent road conditions and traffic at any particular time. When a client requires to travel to a particular place, the driver will, unless specifically otherwise instructed, travel by the route which is, in the chauffeur’s opinion, the best and most convenient for motoring, whether the route is the shortest or not, and no allowance will be made to the hirer on the ground that the route adopted is not actually the shortest. Or – ‘unless a specific route is requested at the time of hiring’

A reasonable amount of ordinary passenger luggage is allowed, but luggage which, in the opinion of the chauffeur amounts to an excessive weight will not be carried. Or ‘We reserve the right to refuse to carry luggage, which in the opinion of the chauffeur, is excessively bulky or heavy’. Under any circumstance, a single piece of luggage above 32 kilograms will not be permitted in the cars.



4. Privacy Policy


When you book on this Website, we will ask you to input personal details in order for us to identify you and secure your bookings, such as your name, e-mail address, billing address, credit card or other payment information. We confirm that the payment information will not be held by us, but securely encrypted on the third-party payment system we use. Your email address is automatically entered onto our mailing list, of which you can unsubscribe at any time. If you are or have been our client in the past, we reserve full rights to use your company name / or logo on our website/s under our clients’ section without written notice.


5. Purchase of Services


By placing an order through our Website, phone or via email, you agree that you are legally capable of entering into binding contracts and you are at least 18 years old.


6. Single and Return Journeys


All return journeys on the same day are subject to waiting time charges if the return journey is within 3 hours or out of London. If the return journey is scheduled within more than 3 hours no waiting time charges apply, however, return journey may be completed by a different driver.

All returned journeys booked on the same day for any sports events such as Wimbledon Tennis, Ascot, Rugby or Football will be charged a waiting time from drop off till pick up time plus car park charges. Single journeys from or to any sports events such as above or concerts in O2 or Wembley are subject to additional charges. On such events, please call our office and discuss your requirements.


7. Standby Time


All quotes for journeys receiving clients from a flight into a UK airport include 30 minutes of complimentary waiting time. All other journeys include 10 minutes of complimentary waiting time. After the complimentary waiting time for all journeys, a charge calculated in 15 min increments of GBP £40/hour will be applied to any provided debit or credit card from which the booking has been made and EmeraldLuxury Cars Ltd reserves the right to charge any credit or debit card provided at the time of booking’


8. Payments


All charges specified herein, and in the current tariff published by the Company, are payable in advance except for where the client has a credit account or a credit card pre-approved by EmeraldLuxury Cars Ltd. The credit or debit card you provide when making the booking will be charged for any additional charges e.g. extra waiting time, parking charges. Congestion charges etc.

Credit or debit card payments have no surcharge. However, credit card charges are non-refundable for booking cancellations.

All online quoted prices are inclusive of 20% VAT.

Your booking may be subject to additional waiting time and car park charges.

The charge on your credit /debit card statement will be shown as EmeraldLuxury Cars Ltd.

Rates are subject to change at any time without prior written notice.

A pickup or waiting charge of £20 + VAT will be applied to any stops on the way to drop off or pick up another passenger or an item. A grace period of a reasonable time not exceeding 10 minutes is allowed at the time.



9. Cancellation and Refund Policy


For all bookings ( excluding wedding-related bookings ) cancellations or amendments must be made and acknowledged by EmeraldLuxury Cars Ltd at least 12 hours before the scheduled pick up time. Otherwise, EmeraldLuxury Cars Ltd reserves the right to charge the client for the full amount. This also applies to bookings that are made within 12 hours of the pickup time.

· For all wedding-related booking 7 days, notice must be provided to cancel wedding bookings.

· If wedding cancellations are made within 7 days 50% of the booking fee will be charged.

· If wedding cancellations are made less than 48 hours of the booking date the full amount will be charged.

· Hourly bookings within London are subject to strictly 12 hours of free cancellation or amendment policy.

· Airport or private charter transfers are subject to strictly 12 hours free cancellation or amendment policy.

· All bookings scheduled from or out of London are subject to strictly 24 hours cancellation or amendment policy.

· Booking amendments made less than 2 hours for the same or different date minimum fare for the relevant vehicle will be applied. Our tariff is printed on the website.

· Up to 30% administration fee may apply to your booking(s) or cancellation based on administration time and efforts spend from our admin team. Such cost will be at the company discretion.

· If the customer fails to show at the designated location for which a reservation has been made and a confirmation was sent out, all monies paid will be non-refundable.


10. Fitness to Travel


Any passenger who is thought to be under the influence of alcohol or any intoxicating substances and whose behaviour poses a threat to the driver, the vehicle or other passengers may be refused permission to travel.


11. Child Seats


Requests for child seats must be made at the time of booking. Only one child seat will be provided free of charge. Additional child seats are charged £30 + VAT per seat. We will always aim to satisfy such requests but failure to do so will not constitute a breach of contract.


12. Conveyance of Animals


On a private hire, no animals (other than guide dogs and hearing dogs) may be carried on any vehicle without prior written agreement from the company. Please note that additional cost will incur if travelling with animals.


13. Responsibilities


EmeraldLuxury Cars Ltd does not accept any responsibility for any loss or damage to any luggage or property carried in or on the car. In the event of the property being left in a vehicle, we will gladly organize the return of such items, – ‘subject to the client paying the actual cost of returning the items’.

14. Damage to Vehicles


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


15. General Exceptions


We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by an Event Beyond Our Control. An Event beyond Our Control is defined as any act or event beyond our reasonable control, including war, invasion, hostilities (whether war declared or not), civil war, revolution, rebellion, Storm, flood, snow, earthquake, subsidence, epidemic or other natural disasters, or failure of public or private telecommunications networks. Without limitation traffic delays, tire punctures, road traffic accidents, road closures due to accidents and vehicle breakdowns, strikes and lockouts.

In the event of vehicles break down, punctures or accidents – we will do our best to finish the journey with a replacement vehicle but can not guarantee the arrival time.

If an event beyond our control takes place that affects the performance of our obligations under a contract:

a) We will contact you as soon as possible to notify you.

b) Our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Beyond Our Control.


16. Complaints


In the event of a complaint about the company’s services, the client should endeavour to seek a solution at the time by seeking assistance from the driver or from the company. In the event a remedy has not been provided, a complaint 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 within 28 days.




17. Zero Tolerance Policy


EmeraldLuxury Cars Ltd has a zero-tolerance policy against harassments, discrimination, and rudeness either verbally or in writing against our employees and contractors. In such an event, we will withdraw our goods and services to consumers effective immediately. Full money paid for goods and services will then stand forfeitable.



18. Account Services


Before making any booking for account services, the client must open an Account with EmeraldLuxury Cars Ltd

When making any booking for account services, the client is required to quote their account name or number. EmeraldLuxury Cars Ltd shall be entitled to treat any booking made quoting account number as authorization by the client and the client shall be liable for all charges relating to the booking.

In consideration of the performance of the Account Services, the Customer shall pay all Charges, the administration fee and any applicable VAT (without set-off or deduction), as invoiced by EmeraldLuxury Cars Ltd within 30 days (or a shorter period as we in our absolute discretion notify you) of the date of an invoice (the “Due Date”).

Payment shall be made by bank transfer (BACS) to such bank account as we shall notify the customer.

An administration fee of up to 30% may apply to your booking(s) or cancellation based on administration time and efforts spent by our administration and accounting team. Such cost will be at the discretion of EmeraldLuxury Cars Ltd

In the event of non-payment of any charges by the due date, EmeraldLuxury Cars Ltd shall be entitled to charge the Client interest at a rate of 10% per annum on any amount outstanding until payment is made, both before and after any judgment.

We may, at any time, set a credit limit to a Client and we shall not provide Account Services once that limit has been reached. Any such limit shall be notified to the Customer in writing by us.

Any dispute in respect of the charges shall be submitted, in writing, within 14 days of receipt by the client.

When an Account is closed, the Client will be required to pay all outstanding charges which are owed at the date of termination of their account.




19. Fraud


Payments must be authorised by the cardholder named in the booking. We withhold the right to cancel your booking without prior notice if we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity. Such suspicion may be based on the following activities:

a) You cannot provide, when questioned, information about the itinerary such as full pick up and destination addresses, full passenger name and contact number or any other mandatory requirements by the company;

b) You cannot provide when questioned, contact information for the cardholder so that we may carry out security checks;

c) The cardholder did not authorise the payment and claims that the booking is fraudulent:

d) There has been previous fraudulent activity/chargebacks by you or the cardholder;

e) Information given while booking is erroneous/ inadequate/ inconsistent/ linked to fraudulent behavior;

f) There have been multiple payment attempts with inconsistent data entered.

g) If we reasonably suspect that you or the cardholder are associated with any kind of fraudulent activity we reserve full rights to refuse any bookings and we may report you or the cardholder to the fraud department.




Nothing contained in these T & C’s affects the Client’s’ statutory rights. These T & C’s are governed by English Law. Effective from 8th April 2022.

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