FREQUENTLY ASKED QUESTIONS

Below you will find answers to some of our most frequently asked questions for Imperial Ride. Simply browse through the categories below to quickly find an answer. If you still can’t find what you are looking for, please send us your query using our contact form.

Imperial Ride

Bookings, Amendments and Cancellations

How can i add a stopover to my one-way booking?

At the moment, you cannot add a stopover to a one-way booking. If you wish to do so during your booking, we recommend an hourly booking. Please include the stopover by mentioning it in the comments section of bookings.

Are the prices shown per person or per vehicle?

Prices are based on vehicles. All vehicle classes will include a description on how many passengers it can carry as well as luggage space.

Can i make special requests in my booking such as champagne?

We are more than happy to provide any extras and special requests such as champagne, flowers, chocolates, whatever you desire, we can provide. Fill out the contact form or call our office on 0208 090 4926 to discuss your booking with absolutely any special request.

What is included in an hourly booking?

Hourly booking consists of a 20 km per hour which can be extended with additional costs by contacting your driver or our office on 0208 090 4926.

When will I get a confirmation of my booking?

As soon as your booking is complete, we will send you a confirmation through email, as well as your Imperial Ride account and if you are using our Customer App, you will also receive a confirmation there as well.

Do you offer child seats?

Yes. You can request child seats in the comments section of your booking.

How do I add/use a voucher code?

A voucher code can be added at the end of your booking. Once you have entered a voucher code, your final price will be adjusted accordingly.

Will I be charged for cancelling my booking?

You will not be charged for cancelling a booking if your driver has not yet departed to the agreed pick-up location. (One-way journey only)

You will be charged if the driver has departed to meet you at the pick-up location. (One-way journey only)

You will not be charged for cancelling hourly booking if done over 24 hours prior to pick-up time. (Hourly Booking)

You will be charged for 50% of the booking price if cancelled between 12-24 hours prior to pick-up. (Hourly Booking)

You will be charged for 100% of the booking price if cancelled within 12 hours of pick-up time. (Hourly Booking)

How do I cancel a booking?

You can cancel a booking once you have logged in to your account on our website or using our customer app.  Other ways of cancelling a booking is my calling us, sending us an email or using our contact form.

General Information

What are ‘one-way’ and ‘hourly’ bookings?

One-way journey is an onward journey from origin to your destination, say from your home or hotel to the airport. The charges are quantified on the distance covered. An hourly booking covers a period of time during which you can direct the driver.

Do I have to register? Is registering myself important?

You have to register in order to make a booking using our registration page.

What are the vehicle types and how many passengers can they carry?

You can find information about the vehicles we use on our cars page.

How can i pay? What are the payment options?

You can pay using most major credit card such as Visa and MasterCard.

The address I have entered cannot be found. What should I do?

We are more than happy to assist you if you have an error with booking certain address, send us your details through our contact form or call our office on 0208 090 4926 so we can help you complete your booking and update our system.

Why am I getting an error message when I add a credit card?

This could be due to several reasons. In order to complete your order, please use our contact form or call our office on 0208 090 4926 with as much information as possible, including the type of credit card you tried to add and we will sort it out for you.

My Profile and Access Data

What can I find in my account?

You will find past, present and future bookings.

I can’t log in to my account. What should I do?

If you are unable to log in to your account, send us a message using our contact form with as much detail as possible so we can solve your issue as soon as possible. Try to use past booking information as well as the email address that you tried to use.

How do I access my account?

To sign in to your account, you can log in at the top of our home page by entering your email address and password which you are registered with.

I have forgotten my password. What should I do?

When you click on log in at the top of our home page, you can click on forgot password and we will send you an email so you can reset your password.

I have forgotten which email address I am registered with. What should I do?

Send us a message using our contact form or call our office on 0208 090 4926. If you are sending us a message via contact form, please include as much information as possible; possible emails, previous bookings/dates/time, etc. Another way to find out which email you have used is to search your inbox on all of your emails by searching for Imperial Ride.

How can I change my password?

You can change your password by going into your account at the top of our home page by logging in. Here you will find a change password option. Alternatively you can click on forgotten password when trying to log in and we will send you an email to reset or change an old password.

What can I find under rides?

In the rides section, you will find information about all of your bookings as well as invoices for your own reference.

My Credit Card has expired. How can I add a new one?

Once you are logged into your account, under the payment section you can add and remove credit cards and you can also set a credit card as a default method of payment.

Prices and Billing

How are prices calculated?

Our prices are calculated based on kilometres, time of pick-up, meet and greet at airports, distance to pick-up location, as well as VAT, fees and taxes.

Where do I find the prices for rides?

Go to the home page of our website and make a booking. A list of our cars will be shown as well as pick-up and drop-off address, journey distance, and prices inclusive of VAT, fees and taxes.

Where can I see my invoice?

You will receive your invoice through email 24-48 hours after your journey is complete as well as history and invoice of your rides on our website. Log in using your account at the top of the page and find the rides tab, which will have your invoices. You can also download your invoices from our website.

When do I get charged?

You will be charged immediately after making a booking and any extras after your booking has been made, will be charged after 24-48 hours after your booking has ended.

I was charged with an incorrect amount. What should I do?

We are happy to help immediately. Call our office on 0208 090 4926 or use our contact form including the pick-up and drop-off location as well as the price that you received.

My Ride and Driver

How do I make a complaint?

If you have a complaint, please fill out our contact form with as much information as possible about why we did not meet your expectations and we will get back to you promptly with an aim to improve and correct any errors.

How can I rate my ride?

You can rate all of your completed rides by logging into your account and clicking on rides section. You can leave rating by clicking on rides and then on rate. We also appreciate feedback or ratings through Facebook, Twitter and Google+.

How will I recognise my driver at the airport or train station?

For airport and train station pick-ups, your driver will be waiting for you at the arrivals area with a name board with your name and our company logo.

What if my flight or train is delayed?

We understand that unexpected delays can happen. If you provide us your flight or train details upon booking, we will be able to track your flight/train and arrive promptly if you are early, on time or late.

How can I make a change to my booking?

To make any changes to your booking, please use our contact form with your booking reference number or call our office on 0208 090 4926 and we will be more than happy to make any changes to your booking.

When will I get the contact details of my driver?

You will receive the name and phone number of your driver 60 minutes prior to pick-up time.  But if the driver details are required earlier, we will be happy to provide them within 24 hours of pick-up time. If booked with a third party, and have entered the contact details of a passenger, they will receive these details as well.

How long will the driver wait for me?

For a standard pickup, your driver will always wait for 30 minutes before leaving the pickup point. The first 15 minutes are free of charge; you will only be charged for the remaining 15 minutes. If you realize that you may be late, we insist you to give us a call so that we can try and find the best possible solution for you.

For airport or train-station pickups, your driver will wait for 60 minutes free of charge. On furnishing your flight or train number upon booking, your driver will track your actual arrival time and adjust your pick-up time accordingly. If the delay is stretched a bit, the driver may not be able to wait. In this event, we will try to contact you to find the best possible solution for you.