The Small Print
At VIP Group, we are committed to providing a luxurious and seamless private hire experience. The following terms and conditions outline the guidelines for booking, cancellations, and service expectations.
1. Booking Policy
- All bookings must be completed at least 7 days in advance to guarantee availability of our luxury Mercedes-Benz fleet and professional drivers.
- We exclusively accept bookings through our secure online booking platform. No phone bookings are allowed.
- After booking, each reservation goes through a 2-hour validation process. Confirmation emails will be sent upon approval.
- Driver and vehicle details will be confirmed and shared via email no later than 24 hours before your journey.
2. Cancellation and Refund Policy
- 100% refunds are available for cancellations made up to 24 hours before the scheduled journey.
- Cancellations made within 24 hours of the journey will result in no refund.
- Once a journey has started, no refunds or partial refunds will be issued under any circumstances.
3. Driver and Vehicle Compliance
- All drivers employed by VIP Group are fully vetted in accordance with local and national regulations.
- Our fleet consists solely of Mercedes-Benz vehicles, which comply with UK and EU road safety regulations. We ensure that all vehicles meet the highest standards of comfort and safety.
- Before your journey, you will receive full driver and vehicle details, including real-time tracking access, via your dashboard.
4. Real-Time Tracking and Updates
- You can monitor your journey with live tracking through your personal portal.
- Stay updated in real-time by logging into your account, where you can access live maps, vehicle status, and driver information.
- For additional updates or changes, our system sends alerts via email, keeping you informed throughout the journey process.
5. Limitation of Liability
- VIP Group serves as a transport service provider and does not take responsibility for delays or disruptions caused by circumstances beyond our control. These include but are not limited to:
- Traffic delays, road closures, or accidents.
- Weather conditions that impact travel.
- Failure to attend events or any financial losses related to delays.
- While we strive to provide timely and efficient services, VIP Group cannot be held liable for any indirect or consequential losses arising from travel disruptions. As a third-party service provider, our control over many external factors is limited.
6. Customer Support
- For any inquiries or issues, our support team is available via email, with a 2-hour response time during business hours.
- Once your journey begins, you will receive the direct contact information of your assigned driver and journey manager, who will be available to assist with any real-time needs.
7. Governing Law and Compliance
- VIP Group is a fully registered and compliant company under English and Welsh law. All services and transactions are subject to the legal requirements and regulations of the UK.
- By making a booking with VIP Group, you agree to be bound by these terms and conditions, as well as any applicable local laws.
For further assistance or detailed inquiries, please visit our Customer Services page, or log into dashboard for real-time booking management and support.