Terms and Conditions
Privacy and Refund Policies
Terms and Conditions
General
By using our services, you agree to be bound by Dluxx Lanes Terms & Conditions.
Reservations
All prices are quoted in GBP. Customers must provide accurate pick-up and drop-off addresses, as well as the correct time and date for pick-up. Dluxx Lanes is not responsible for inaccurate information provided by customers. Customers will still be liable for all fees if incorrect booking details are submitted.
Online/Phone Bookings
All bookings are subject to approval. In rare cases of incorrect quotes being provided, Dluxx Lanes reserves the right to cancel and/or refund bookings at its discretion.
All promotions are subject to availability. Personalised optional extras must be requested at least one week in advance as additional preparation time is required.
Privacy Policy
When you place a booking through our website, your personal data is stored on secure servers. All personal information is kept confidential and will not be shared with third parties. Your email address may be used for promotional purposes; you can unsubscribe at any time by contacting us.
Waiting Times & Charges
All quotes include a complimentary waiting time of 15 minutes at pick-up. For airport transfers, the complimentary waiting time is extended to 45 minutes. If waiting time exceeds these limits, an additional charge of £25 will apply for every 30 minutes.
Payments
6.1) Booking fees must be paid in advance unless otherwise agreed.
6.2) Additional fees will be charged to the same payment method provided at the time of booking.
6.3) Your booking may incur additional charges for waiting times and car park fees.
Deposits
7.1) Deposits must be paid in advance to confirm your booking.
7.2) Deposits are non-refundable. However, if you cancel your booking with a minimal notice of 72 hours before your scheduled pick-up time, you can receive a full refund.
7.3) You can change the date of your booking with a minimum notice of 24 hours before your scheduled pick-up time.
Cancellation & Refund Policy
8.1) Dluxx Lanes reserves the right to cancel a booking.
8.2) If Dluxx Lanes cancels a booking and cannot provide service, the customer will receive a full refund, including deposits.
8.3) Refunds will be processed and returned to the original payment method.
8.4) If the customer fails to show for their scheduled booking, all fees paid will be non-refundable.
8.5) Drivers have the discretion to cancel a booking if a passenger behaves in a threatening or inappropriate manner. In such cases, all fees paid will be non-refundable.
Fleet Options
We reserve the right to substitute vehicles depending on availability to ensure your booking remains on schedule. Replacement vehicles will be of the same class and category; however, colours may vary.
Chauffeur Safety
10.1) Drivers have the right to refuse service to passengers who pose a threat or exhibit violent behaviour towards others, the vehicle, or the driver.
10.2) Drivers may assist with luggage weighing up to 25kg. For luggage exceeding this weight, assistance is at the driver’s discretion to prevent potential injury.
Customer Responsibility
11.1) Dluxx Lanes accepts no responsibility for loss or damage to luggage or property within the vehicle unless caused by driver negligence. Forgotten property will be returned at the customer’s expense, including postage fees.
11.2) Customers are liable for any damage or soiling of the vehicle. Repair and cleaning fees must be paid. Refusal to pay will result in legal action.
Disclaimer
Dluxx Lanes is not liable for delays caused by circumstances beyond our control, including: storms, floods, snow, ice, natural disasters, traffic accidents, road closures, protests, riots, or vehicle breakdowns. In the event of a breakdown or flat tire, we will dispatch another driver as quickly as possible but cannot guarantee on-time arrival. If another driver is not available, then a full refund will be issued and other means of travel will be advised.
Customer Complaints
If dissatisfied, customers should address issues with the driver during the service. If unresolved, complaints must be submitted in writing to Dluxx Lanes at enquiries@dluxxlanes.co.uk within 14 days of the booking. We will acknowledge complaints and respond within 28 days.
Anti-Fraud Policy
Dluxx Lanes reserves the right to cancel a booking without notice if:
The customer cannot provide ID matching the payment card used.
The cardholder disputes the payment.
There is a history of fraudulent chargebacks associated with the card.
Multiple payment attempts are made with varying data.
Fraudulent activity is suspected involving the customer or cardholder.
Cookies
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