Terms & Conditions

1. Definitions

Company: Trouv Chauffeurs Limited, a company registered in England and Wales with its registered office at 44 Linton Avenue, Borehamwood, WD6 4QZ, Company No. 14910070.

Customer: any person or entity that makes a Booking or uses the Transportation Service.

Booking: a request for transportation accepted and confirmed by the Company in accordance with these terms.

Transportation Service: private hire passenger transport provided by the Company using licensed vehicles and drivers.

Fare: the price quoted and agreed for the Transportation Service, as confirmed by the Company.

Additional Charges: any charges payable in addition to the Fare under Section 5.

Licensing Authority: Hertsmere Borough Council, as the licensing authority regulating the Company’s private hire operations.

2. The Company

The Company is a licensed private hire operator regulated by Hertsmere Borough Council. All drivers and vehicles used to perform the Transportation Service are fully licensed in accordance with applicable law. The Company acts as principal in respect of all Bookings and contracts directly with the Customer for the provision of the Transportation Service.

3. Making a Booking

Bookings may be submitted via the website contact form, by telephone on +44 (0)20 3835 5338, by email to info@trouv.co.uk, or via WhatsApp.

A Booking is not confirmed until the Company has issued written or verbal confirmation. Chauffeurs are not authorised to accept Bookings or vary these terms on behalf of the Company.

4. Fares & Payment

All Fares are stated inclusive of VAT at the prevailing rate (currently 20%). Card payments are processed securely via Stripe. Full payment is required to confirm a Booking unless the Company has agreed alternative terms in writing.

Approved business accounts may be invoiced; payment is due within 30 days of the invoice date. Late payments will attract interest at 8% per annum above the Bank of England base rate, calculated from the due date until payment.

5. Additional Charges

The Customer may be charged, where applicable:

• waiting time (15 minutes complimentary on domestic collections; 60 minutes complimentary on airport collections, unless otherwise agreed);
• Congestion Charge and ULEZ charges, where incurred;
• airport surcharges;
• out-of-hours surcharges;
• bank holiday surcharges (50% on standard UK bank holidays; 100% on Christmas Day, Boxing Day and New Year’s Day);
• parking charges;
• out-of-London surcharges;
• cleaning or damage charges in accordance with Section 7.

6. Cancellation & Refund Policy

• More than 24 hours before the scheduled pick-up: full refund of amounts paid for the Fare.
• Between 12 and 24 hours before pick-up: 50% of the Fare remains payable.
• Less than 12 hours before pick-up: 100% of the Fare remains payable.
• No-show: 100% of the Fare remains payable.

Refunds, where due, will be processed via Stripe to the original payment method within 5–10 business days, less any applicable processing fee charged by the payment provider.

7. Customer Obligations

The Customer must be ready at the agreed collection point at the scheduled time. Smoking is not permitted in any vehicle. Food and drink may not be consumed without the Company’s prior consent. Customers must treat chauffeurs and vehicles with respect.

The Customer remains responsible for all personal luggage and belongings. Any change to a Booking must be notified to the Company as soon as possible. The Company may refuse or terminate service where passengers are abusive, intoxicated, or pose a risk to safety.

The Customer is liable for any damage caused to the vehicle or its contents through negligence or misuse.

8. Liability & Force Majeure

All vehicles are fully insured for passenger and third-party claims in accordance with legal requirements. Personal property is carried at the Customer’s own risk.

The Company shall not be liable for delays, losses or costs arising from circumstances beyond its reasonable control, including but not limited to severe weather, traffic congestion, road closures, accidents, industrial action, or civil unrest. The Company shall not be liable for missed flights, missed connections, or any consequential or indirect losses.

9. Lost Property

Items left in vehicles will be retained for a reasonable period. To report lost property, contact info@trouv.co.uk or +44 (0)20 3835 5338. The Company accepts no liability for loss of or damage to items left in vehicles.

10. Data Protection

The Company processes personal data in compliance with UK GDPR and the Data Protection Act 2018. Personal data is used solely for the provision of Transportation Services, administration, and legal compliance, and is not shared with third parties without consent except where required by law.

11. Intellectual Property

All content on the Company’s website and marketing materials is owned by Trouv Chauffeurs Limited and protected under the Copyright, Designs and Patents Act 1988. Unauthorised reproduction or distribution is prohibited.

12. Complaints

Complaints should be raised within 7 days of the relevant Booking by email to info@trouv.co.uk, by telephone on +44 (0)20 3835 5338, or in writing to 44 Linton Avenue, Borehamwood, WD6 4QZ. The Company will acknowledge and respond within 5 working days where practicable.

13. Consumer Rights

Nothing in these terms affects your statutory rights as a consumer. For general guidance you may refer to the Citizens Advice (www.citizensadvice.org.uk) and Trading Standards (www.gov.uk/find-local-trading-standards-office).

14. Governing Law

These terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to resolve any dispute arising from or relating to the Transportation Service or these terms.