Terms & Conditions

Binding Agreement
- By placing a booking with Ridealux, you are entering into a legally binding agreement, accepting the terms and conditions stated herein.
Booking and confirmation
- All bookings are subject to availability by Ridealux.
- We kindly request a minimum of 12 hours’ notice for all online bookings.
- If you’re looking to book a car with less than 12 hours’ notice, please reach out via Phone or WhatsApp and we will try our best to secure your vehicle availability.
- 90% of the time, off peak, we will deliver results within 3 hours.
- During peak seasons we cannot guarantee availability on such short notice.-
- Peak seasons we advise to book 24 hours in advance.
- All major events e.g Wimbledon will incur a surcharge due to the factors in order to guarantee customers availability.
- Bookings may not show an accurate price during peak seasons.
- Online quotations also do not account for public holidays for example Christmas and boxing day. These holidays can result in up to 100% surcharge.
- Other holidays apply.
Changes
- Requested Modifications: Adjustments must be initiated by the customer during our operational hours and confirmed by Ridealux.
- Additional Charges: In the instance we accept the modifications, additional charges may be incurred by the customer.
- Depending on the scale of the change, time & place, this can effectively be deemed a new booking thus the old booking will be cancelled with the appropriate cancellation charges.
- Timely Notification: Customers are required to promptly communicate any desired changes once they’ve been determined necessary. Changes should be conveyed minimum 24 hours prior to the originally arranged pick-up time
- Changes within 24 Hours: If alterations are sought within a timeframe of less than 24 hours, we will endeavour to accommodate the adjustments. It is important to note that the guarantee of fulfilling the requested changes cannot be assured.
- Accommodation Limitations: Ridealux will make every attempt to inform the customer through established communication channels (phone and/or email) if the desired changes cannot be accommodated by us.
- Changes made to bookings can result in a change of vehicle which could be of a different vehicle class.
- During peak seasons but not limited to them, Ridealux may have to change your vehicle for reasons beyond the customer’s control.
- If changed, Ridealux will ensure the accommodation of the number of passengers and luggage stated in the booking.
Cancellation & refunds policy
- If the cancellation is more than 12 Hours away from the scheduled pick-up time, no cancellation fee will be charged, and the paying customer will be eligible for a full refund.
- If the cancellation is less than 12 Hours away from the scheduled pick-up time, 50% cancellation fee will be charged, and the paying customer will be eligible for a 50% refund of the booking cost.
- If the cancellation is less than 6 Hours away from the scheduled pick-up time, 100% cancellation fee will be charged, and the paying customer will not be eligible for a refund.
- If it’s a multicar booking, armoured vehicle or other special request and special vehicle booking, and the cancellation is less than 7 Days away from the scheduled pick-up time, 100% cancellation fee will be charged, and the paying customer will not be eligible for a refund.
- In the event of the customer’s failure to appear at the stipulated pickup point and time, all payments made will be classified as non-refundable. This will be classed as a No Show
Airport Transfers
- Ridealux have trained chauffeurs. Every chauffeur tracks the flight which is why providing flight number is crucial.
- Providing a flight number is mandatory, otherwise booking is to be deemed invalid and non-refundable.
- If flights are delayed or early, this will amend your pickup time to when your flight lands.
- If a flight is delayed or early by more than an hour, your chauffeur / vehicle may be changed due to schedules. You will receive an update with the new details if this does happen.
- Any airport pickups will have a pickup time exactly the same as the flight landing time.
- If there is one or more flights for different guests arriving who are travelling in the same vehicle, providing all information details are advised so chauffeurs can monitor all flights and arrive when the latest flight has landed to ensure the risk of any unreasonable additional waiting charges.
- If passengers / bookers are in separate terminals and wish to be picked up from separate terminals, a surcharge of £20 GBP per terminal will be added in the final charges. Otherwise, passengers can themselves transit to the same terminal if on separate flights to avoid these charges. This goes for airport drop offs also.
Hourly bookings
- Ridealux have a 3-hour minimum hourly booking for Executive Saloons, & Executive MPV’s
- Luxury Saloon’s hourly services are a minimum of 4-hours.
- Luxury SUV’s hourly services are a minimum of 5-hours.
- All hourly services allow 10 miles to be driven per hour of hire.
- Any additional miles driven by the end of the hire will result in additional charges.
- Any additional time driven outside of the hire time will be charged in 30 Minute Increments
- Out of town hourly services are subject to our discretion at the time of confirmation.
Payment
- All Inclusive Pricing: All prices given are all inclusive prices. No extra charges are added at the time of booking. Extra charges may be incurred at the end of the booking due to miscellaneous factors chosen by passengers.
- Payment Conditions: Full payment is mandatory prior to the commencement of any bookings. When utilising our online reservation system, Ridealux will automatically process charges at the time of booking.
- Accepted Payment Methods: Ridealux extends acceptance to a wide array of Credit and Debit cards, which includes American Express. For seamless service, BACS transfers should be received prior to the initiation of bookings.
- Chauffeurs do not act as a payment portal for customers. No payment for bookings made by customers will be due to chauffeurs.
- No cash is accepted as payment, only online payment directly to Ridealux.
- Modifications to Bookings: Adjustments to the initial booking specifications that result in modified costs—such as address alterations or — will be subject to automatic charges using the credit card details you provided during the booking process.
- Credit Card Statement Description: The record of the transaction on your credit card statement will display as RIDEALUX.COM.
- Preauthorization Practices: As a standard practice, Ridealux may pre-authorize the credit card of a user to ensure the availability of sufficient funds to cover the forthcoming booking.
- Diverse Credit Card Usage: Riders are afforded the option to associate multiple credit cards with a personal or business account. During the booking process, the choice of the preferred card can be designated. In the event that charging the preferred card encounters an obstacle, any alternate card connected to the customer’s personal, or business account will be charged by Ridealux.
- Ridealux maintains the prerogative to refrain from proceeding with or cancelling a booking, if there is a suspicion of the customer’s involvement in or connection to any fraudulent actions. Our right to report such suspicious activities to the appropriate authorities remains reserved.
Business account customers
- Payment Schedule: Invoices must be settled with Ridealux within the agreed period, for example; 30 days, from the invoice date, unless otherwise agreed upon in written communication.
- Monthly Payment Option: For approved business account customers, Ridealux offers the flexibility of monthly payments. At the start of each month, a comprehensive invoice will be furnished, outlining all journeys, charges, disbursements, cancellation fees and any additional charges related to the previous month’s business account activity.
- Suspension of Access: In instances of overdue payments, Ridealux retains the right to temporarily / permanently suspend a customer’s access to their business account.
- Charges for Late Payment: Ridealux reserves the right to recover costs associated with collecting overdue payments from business account customers. These charges encompass administrative expenses as well as costs incurred through legal or debt collection procedures.
- Interest on Delayed Payments: In the event of failure to meet payment deadlines, Ridealux may charge interest at a rate 3% above the Bank of England base rate, per month.
Waiting time
- From all commercial airports, 60-minute complimentary waiting time will be allowed from the time of the flight landing. Any additional waiting will be charged in the final charges.
- From Seaports and Train Stations, there will be 30-minute complimentary waiting from the agreed pick-up time. Any additional waiting will be charged in the final charges.
- Any other addresses such as Hotels, Residential etc, will have a 15-minute complimentary waiting allowance. Also, from these addresses’ chauffeurs’ protocol is to aim to reach the pick-up point 15 minutes before the scheduled pick-up time.
- Additional waiting times are as follows:
- Executive Saloon: £65 Per Hour
- Luxury Saloon: £75 Per Hour
- Executive MPV: £75 Per Hour
- Luxury SUV: £105 Per Hour
- Above rates charged in 15-minute increments for all bookings except;
- Hourly bookings, additional waiting charges will be charged in 30 minute increments
- These charges are subject to UK locations only – other countries charges can vary
Additional miles
- Additional millage costs will be the following:
- Executive Saloon: £ 4.00 Per Mile
- Luxury Saloon: £6.00 Per Mile
- Executive MPV: £6.00 Per Mile
- Luxury SUV: £8.00 Per Mile
- These costs will come into action on occasions such as an hourly booking has gone over its mileage allowance.
- These charges are subject to UK locations only – other countries charges can vary
Voucher payments and discount
- Promotional Offers: Ridealux occasionally offers promotional rides or rewards to customers.
- Fraud Prevention: Ridealux reserves the right to remove promotional rides or rewards from customers’ personal or business accounts if there are valid suspicions of fraudulent activity.
- Voucher Usage: Vouchers and codes are redeemable individually and cannot be combined with other vouchers for a single journey. Only one voucher or code per trip is accepted as a discount.
- Non-Cash Redemption: Ridealux’s vouchers are not exchangeable for cash or cash equivalents.
- Discount Codes: Ridealux can also have special discount codes available where these will be live for a certain period of time, these cannot be used after the time of promotion.
Luggage
- The maximum passenger and luggage capacity of Ridealux vehicles is an estimated calculation, considering the averageluggage size and weight.
- These estimates are not binding and may vary.
- Ridealux chauffeurs hold the authority to decline passengers or luggage if it jeopardises space or safety.
- When booking online with Ridealux, the vehicle chosen will specify any limitations related to luggage and passenger count.
- If you anticipate carrying extra luggage or passengers, feel free to contact us by phone or email.
- Ridealux are prepared to adjust your vehicle selection to accommodate your needs subject to the terms of making changes to a booking.
- Ridealux prioritises your safety and comfort throughout the journey.
Lost property
- Ridealux vehicles and those contracted through us possess comprehensive insurance covering passengers and third-party claims.
- It’s crucial to note that customer belongings are transported at their personal risk.
- Ridealux will not assume responsibility or liability for any loss or damage sustained by customer property during transportation.
- Chauffeurs thoroughly check the vehicle before and after every booking as per their training.
- If they have identified any lost property, they will contact the suspected passenger if they are still close by, and the contact information of the customer is available.
- Otherwise, if they are far from the guest, and it is affecting their schedule to turn back, they will contact the office and hand in lost property where the office will then contact the customer and arrange the collection or delivery of the item(s). This can incur delivery charges.
- If the chauffeur must travel back on their journey to return an item left behind in the vehicle this will result in extra charges which are dependent on factors such as journey time and distance.
Conveyance of animals
- No animals, with the exception of guide dogs, shall be permitted to accompany passengers in any vehicle during private hire under Ridealux.
- Any animals conveyed in our vehicles must have prior agreement with the customer and Ridealux.
- Ridealux retains the prerogative to decline the transportation of animals that were not endorsed during the booking procedure.
- When transporting pets and animals, they must be contained within a secure and appropriate transport box or carrier. This is to prevent any potential harm to the vehicle’s interior.
- Throughout the entirety of the journey, the animal must remain within its designated carrier. The passenger is responsible for ensuring the animal’s compliance with this requirement.
- In cases where the animal causes damage to the interior of the vehicle, the customer will be liable for compensation charges. This covers any damage inflicted by the animal.
Transport safety
- Safety is a paramount at Ridealux
- Our chauffeurs uphold strict adherence to traffic rules and safe driving practices.
- Vehicles are regularly maintained to ensure optimal safety.
- Adult passengers are advised to wear a seatbelt in the back of the vehicle.
- In the front of the vehicle passengers are expected to fasten seatbelts.
- Ridealux vehicles and those contracted through us possess comprehensive insurance covering passengers and third-party claims.
Child safety
- To prioritise child safety, Ridealux advises users to request baby/child seats through booking notes.
- Specify the number, ages, and seat type in the notes for accurate arrangements.
- Parents must securely install and fasten baby/child seats before the ride begins.
- Upon request, drivers can activate child safety locks on doors.
- Ridealux disclaims responsibility for any negligence by parents in securing seats.
- Carrying children in arms is prohibited by law; chauffeurs may decline rides if this occurs.
- Standard charges apply for declined rides due to safety violations.
- Your child’s safety is a top concern for Ridealux.
Subcontracting
- Ridealux is run under its parent company Portman which holds all the legal permissions to perform private hire rides with its operator’s licence.
- All bookings will be subcontracted to Portman Chauffeurs who represent Ridealux
- All Parties have the correct insurances to perform bookings with the necessary coverage
Routes taken by chauffeurs
- Ridealux Chauffeurs will always take the most appropriate / safest route on the day unless customers have given specific instructions by clients at the time.
- The same journey can vary due to road strikes, congestion, traffic, and other unexpected reasons out of our control.
Force majeure
- Ridealux takes extensive measures to uphold driver punctuality, yet it’s important to recognise that circumstances beyond our control may lead to delays.
- We dedicate our efforts to ensuring on-time arrivals for our vehicles and those of subcontractors. However, customers must allocate sufficient time for service completion.
- Of course, no one can predict the unexplainable such as earthquakes, storms or even strikes and accidents. With this being said, any delay caused by Force Majeure will not be held accountable by Ridealux in reaching passengers or completion of journey.
- While Ridealux provides journey time advice in good faith, we cannot assure precise journey completion within specific timeframes. Consequently, Ridealux will not be held responsible for any resulting losses, delays, or inconveniences to passengers, including flights.
No smoking policy
- Ridealux have a strict no smoking policy for customers /passengers whom are carried in the hire vehicle
- This includes cigarettes, cigars, vapes, any form of exhaling smoke.
- These paraphernalia can leave odours and even coloured stains on the vehicle upholstery.
- Any customer / passenger doing the forbidden stated above will be refused carriage and fined by Ridealux.
Damages to vehicle
- Ridealux places accountability on customers for any damage inflicted on the interior or exterior of a rented vehicle.
- Accordingly, customers will be invoiced for repairs and cleaning necessary to restore the vehicle to its operational state.
- In addition, if a vehicle’s downtime affects the driver’s ability to conduct business, the customer is liable for any resulting loss of earnings.
- This approach ensures that Ridealux maintains a high standard of service and minimises disruptions caused by damages.
Refusal of carriage
- Ridealux & its chauffeurs retain the right to refuse transportation if the customer fails to adequately communicate compelling requirements, as mandated by relevant laws, in the additional comments.
- Such refusals do not affect the payment agreed upon in the transportation arrangement between Ridealux and the customer for the booked journey.
- Refusal of carriage could also be due to the behaviour of the customer / booker / passengers travelling with Ridealux.
- If they are thought to be under the influence of alcohol or drugs, passengers will be refused carriage.
- If they pose a threat to the chauffeur, vehicle, or other passengers, they will also be refused carriage.
Complaints
- Should any concerns arise during Ridealux services, customers are urged to communicate these to Ridealux at the earliest convenience. It is recommended that any such complaints be reported no later than 7 days subsequent to the booking.
- Ridealux is committed to pursuing harmonious resolutions for any lodged complaints. Following a thorough investigation of each case, Ridealux may opt to offer a refund or provide an account credit as deemed appropriate.
- Complaints can be sent via our web form or by email at [email protected].