Customer Terms and Conditions
By using our services you agree to the Imperial Ride terms and conditions to which we reserve the right to change at any time in order for quality testing and development. Information is subject to change and will be displayed on the Imperial Ride home page to notify users. Within 14 days of new terms in place, an automatic customer acceptance will be live unless objectified. Further use of Imperial Ride services is solely accepted by the user.
2. User Registration
All information provided by user must be accurate and complete through all parts of registration process.
3. Contract of Service and changes to offers
All conditions of contract apply to arranged services provided by Imperial Ride.
Subsequent to the booking and after start of service, additional fees may occur according to the price structure. Making sure with the TSP (transport service provider), the user has the possibility to make changes to the destination, journey, extras, etc.
All hourly rides must end in the same city as start of the service.
User can choose between our different types of class vehicles; Business Class, Business Van and Luxury Class alongside Luxury SUV, Elite Class and Economy Class, as well as Bentley. User can choose vehicles from our ‘Cars’ page on Imperial Ride homepage.
Images shown on our ‘Cars’ page are in place to demonstrate the class of vehicles we provide.
Given the opportunity, user may choose to upgrade to higher class vehicle, upon availability of vehicles, the price is free but payment for different category will be charged accordingly, You can be discuss any time by giving Imperial Ride a call.
3.4. Booking times
For all vehicles (except Rolls Royce Phantom) – booking must be at least one hour before pick-up time.
For Rolls Royce Phantom – booking time must be at least 24 hours.
3.5. Booking areas
For booking in London – booking must be at least 1 hour before pick-up time.
For booking in the whole of the UK – booking must be at least 6 hours before pick-up time.
For booking worldwide – booking must be at least 24 hours before pick-up time.
4. Transport safety
When booking for children, child seats must be requested in the comments section including the age of children and the type of seat needed.
The only amount of luggage you are allowed is the amount agreed upon selection of vehicle class and size. Extra luggage will come with extra charge. Imperial Ride have the right to refuse luggage which was not agreed upon or cannot be fitted inside the vehicle boot.
If customer wants to bring animals on board, they must take prior permission before booking to make sure with the TSP and partners if they are willing to accept such a case. Guide dogs will not be refused. Imperial Ride’s chauffeurs have the right to refuse to take animals (with the exception of guide dogs) that were not agreed upon.
4.4. Policy on passengers and luggage
The booking of vehicles each have a set amount of passenger and luggage allowance in order for the best experience for customers. The TSP has the right to refuse any luggage or passenger if space becomes extremely limited and safety conditions are compromised.
In extreme weather and certain unavoidable situations, customers can receive compensation to a certain extent, such as longer waiting times. Last minute cancellations due to unforeseeable situations will be compensated by a full refund to customer (if accepted by customer).
5. No shows, changes to booking, cancellations
5.1. No shows
No show means a cancellation to the customer’s TSP service for the booked periods. This rule may be ignored if a later pickup time is agreed by customer and TSP
(A) Transfer Services
A no show is only considered if the customer is not present without cancellation 30 minutes past booked pickup time at the pickup location. No shows such as this will mean a full charge of customer’s booked service which must be paid for, no extra waiting time costs will apply where possible.
(Long distance only) Airport and train station pickups are considered no shows when customer has not cancelled 60 minutes prior to the booked pickup time, at which point the customer’s booked service must be paid for in full, no extra waiting time costs will apply where possible.
(B) Hourly Services
A no show is considered if customer does not show up at all during the booked hours at the agreed pickup time and location at which point the service for that booking must be paid in full.
(Long distance only) Airport and train station pickups are considered no shows when user has not shown up for the booked hours after the agreed pickup time and location, at which point the customer’s booked service must be paid for in full, no extra waiting time costs will apply where possible.
If Imperial Ride feels that a booking cannot be made, which can include sudden emergency for driver, unavailability of vehicle or extreme weather conditions, bookings may be cancelled along with a full refund.
(A) Transfer Services
Cancellations are free of charge as long as the TSP has not yet departed to pick up the customer or more than an hour is left before agreed pickup time. Any other no shows will be due payment for in full for the arrangement fee.
Cases when cancelled by client:
TSP has not begun journey to pickup location – No charge
Cancellations can be made free of charge before driver presses the 60 minute button
(B) Hourly Services
Cancellations are free of charge as long as they are made 12 hours prior to the agreed pickup time. If cancellations are made within 12 hours of pickup time, a full charge will be made for the booking.
Cases when cancelled by client:
24 hours or more before pickup time – No charge
Between 12 hours and 24 hours prior to pickup time – Will be charged for half of the booking price
Under 12 hours before pickup time – Full charge
If a driver cancels a ride, no cancellation notification will appear for the customer as customer will only see details of the new driver who has accepted the job. (Any other cases, customer will be contacted by the customer service department)
Cancellations can be made via phone, using Imperial Ride website or through the customer booking app
5.3 Changes to booking
Changes can be made during a ride for a change of destination. This will be sent over for review and the TSP will charge extra kilometres accordingly.
5.4 Behaviour in the vehicle
All passengers must abide to the following standard rules and laws when users are travelling with the TSP:
Any and all instructions from the TSP must be followed
The TSP must ensure a safe ride for all passengers (including young children and pets)
Doors must remain closed while the vehicle is moving
Users must not throw objects from the vehicle
Users must not stick body parts out of the vehicle
Users must not shout from the vehicle
Users must not smoke within the vehicle
Devices provided by the TSP may be used by users after short instructions from the TSP
Any physical or verbal abuse, threat, sexual and other harassment by or towards the TSP will not be tolerated and serious action will be taken
5.5 Lost Property
Any items lost within the vehicles will be returned to the Lost and Found department which can be retrieved by either calling your driver or the office number.
6. Payments and Premiums
(A) Waiting times for Transfer Services
Only for transfer services, the first 60 minutes of waiting time is free for airports after agreed pickup time and for any other pickup, customers receive 15 minutes of waiting time for free. Any extra waiting times costs after this free waiting time is up, the cost will be charged for every minute at a flat rate which will be calculated by the hourly booking price of the area of agreed pick up location and also includes the vehicle category rate (including VAT).
(B) Additional Kilometres for Hourly Booking
Imperial Ride and partners have fixed kilometre-per-hour rate and any extra kilometres outside of the hourly rate will be added as extras and calculated by the hourly booking price of the area of agreed pick up location and also includes the vehicle category rate (including VAT).
(C) Terms of Payment and Transaction Fees
The user can pay using all major credit cards. Payment will be taken instantly as booking is complete and any extras added along the user’s journey will be debited 24-48 hours after the journey is over.
Invoices are sent to the user as soon as their journey is finished (only if no extras are added) including a review form which they can send back to us in email form or through our social media pages. Journeys where customer has added extras, the invoice and review form will be sent within 24-48 hours after journey completion.
TSP/Driver Terms and Conditions
By using our services you agree to the Imperial Ride. Terms and conditions to which we reserve the right to change at any time in order for quality testing and development. Information is subject to change and will be displayed on the Imperial Ride home page to notify users. Within 14 days of new terms in place, an automatic customer acceptance will be live unless objectified. Further use of Imperial Ride services is solely accepted by the user.
Customer no show policy
For no show policy please refer to customer terms and conditions.
If a no show is confirmed, driver can leave and accept other job.
Any charges will be dealt with by the admin department.
Driver must call Imperial Ride administration department to cancel a ride.
Any cancelled rides will appear in offers to be re-auctioned.
Driver could be charged for cancelling rides (depending on the quality control department).
TSP expectations and Vehicle Regulations
ALL TSP must speak a good level of English
ALL TSP must provide a high quality service
TSP must be quiet unless a passenger engages in a conversation with them (other than to update the passenger on any changes of bookings)
TSP must be well groomed and neatly dressed
TSP must supply child seats when accepted a booking with child seat request
TSP must ensure that fresh water is available for use of passengers before leaving for pickup
TSP must have umbrella and charger for customer
TSP must always be trained, licensed and qualified
TSP must have basic First Aid training
TSP must always keep the to the dress code standards – dark Suit, dark tie and white shirt
TSP must never eat or drink while customer is in the vehicle or in sight of client
TSP must not use mobile phone whilst passengers are within the vehicle or when the TSP is driving
TSP must abide to the strict non-smoking policy within and near the vehicle
TSP must always be polite, professional, and try to make good impressions with clients at all times
TSP must assist client whenever a situation arises such as reservations
TSP must address his/her name at meeting point with polite greeting
TSP must carry clients’ luggage to the car
TSP must always open vehicle doors for the client
TSP must confirm destination with client
ALL TSP must have internet on their phones for the use of Imperial Ride app
TSP should be able to make and receive international phone calls and text messages
TSP must plan their route due for their next job
TSP are responsible for maintaining all vehicles to a high standard including cleaning and washing of vehicles inside and outside
TSP must never smoke inside or near the vehicle
TSP can only answer phone calls in a moving vehicle using hands free phone and no private calls are to be made while customer is on board
TSP MUST use the Driver app during working hours
On pickup, TSP must let the customer know they have arrived by any means – by calling office so they can call customer, by calling the customer themselves, knocking on the house door of customer or ringing door bell, letting the reception know that the TSP has arrived
TSP must call the office in case of issues in regard to picking up a customer
TSP must call the office in case of accident with or without customer on board
TSP must always return lost items to the customer or call office and return to office so customer can collect said items
TSP must make sure vehicles are insured and have all the correct documents unless supplier is providing the vehicle, at which point they must make sure vehicle is insured and has all correct documents before allowing such vehicle to be used for jobs
All vehicles must be inspected by the supplier before TSP can use them for jobs, abiding to standing local laws and by-laws
All vehicles must be fitted with seat belts for front and rear seats and must be worn by all travelers
All vehicles must be fitted with air bags where possible
All vehicles must be fitted with a warning triangle, roadside emergency kit, first aid kit and equipment to change tyres if required
As a minimal part of the job, chauffeurs must help moving clients’ luggage into and out of vehicles. Lifting weights manually can cause many types of injuries so all TSP must follow these guidelines:
Check for sharp edges before lifting
If luggage feels awkward or you are unable to lift it alone, you must ask for help
You must be able to see around you when lifting
You must make sure there is enough room to place luggage before lifting it
Make sure there is nothing in your way when lifting
TSP must not use lifting assisting equipment unless authority has been given by supplier
Any items lost within the vehicles will be returned to the Lost and Found department which can be retrieved by either the customer calling TSP or the office.
The penalty system applies will apply to all TSP. The system is in place to retain a professional entity and keep all contact with clients at absolute first class standard.
Penalties will work much like fines but these will be deducted from TSP wages. The more severe the complaint or TSP error, the more the TSP will be charged for. These penalties are:
Driver not helping the client with their luggage
Driver car found untidy (excluding bad weather conditions)
Vehicle Found without umbrella, client charger and tablet
Driver not at pickup location 15 minutes before pickup time
Driver going off course deliberately to increase journey time
Driver late for the pickup (excluding unforeseeable delays)
Driver not wearing proper dress code standard suit and tie
Driver acting against the requests of client
Client found unhappy with service
Driver not following job instruction and buttons
Driver modifying a booking without authority and without client permission
Driver refused job during his/her working hours
Driver accepting a job and not completing it
Driver wasting clients’ time
Driver showing up with a wrong class vehicle
Driver found not reporting any car symptoms or warning lights
Driver not responding to client
Driver found abusing a bug in the system to make substantial amounts of money
If a driver fails to complete 15 rides within 3 months, Imperial Ride has the right to terminate contract
Driver found to be abusive with customer regardless of rudeness of the client will result in termination of business partnership (if such happens and driver is found not guilty, we will take action on behalf of the driver and we also respect drivers’ self-esteem. If necessary, we may also stop business with that account)
The quality control department will decide on the penalty charge by the intensity of the penalty.
Imperial Ride reserves the right to change the agreement and terms of contract as seen reasonable.