Terms and Conditions for the Supply of Chauffeur Services by Bell & Shanks
These Terms and Conditions apply to all chauffeur services (“Chauffeur Services”) provided by Bell & Shanks (a trading name of Shanks, Bell & Partners Limited, “B&S”, “we”, “us”, or “our”) in connection with the provision of Chauffeur Services to a Customer, including Account Holder Customers. These Terms do not apply to any other contracts made in writing with other group entities unless expressly stated.
1. Definitions
“Account Holder Customers”: means Customers who set up an account in accordance with Clause 8.
“Additional Charges”: means any charges which arise across any given journey which fall outside of the Fare, including but not limited to toll charges, parking charges, airport access charges, congestion and clean‑air zone charges, cancellation fees and ‘cancelled on arrival’ fees.
“B&S App”: means any mobile software application and related services provided by or on behalf of B&S through which Customers can book Chauffeur Services, provided by the B&S Platform Provider.
“B&S Business Portal”: means
“B&S Platform Provider”: means the third‑party technology provider (as updated by B&S from time to time) that provides and supports the B&S App and related booking technology.
“B&S Processing”: means Shanks, Bell & Partners Limited or its designated payment processing affiliate, authorised to receive payment of any sums payable to B&S by a Customer or an Account Holder Customer.
“Business Class”: means the executive‑level Booking Service that may be requested via the B&S App and automatically dispatched to
suitable Chauffeurs. This class relates to the standard of service rather than vehicle type and represents an enhanced on‑demand executive provision with priority allocation.
“Chauffeur”: means an individual providing private hire road passenger transportation services who is licensed under the applicable Legislation.
“Chauffeur Services”: means the provision of transportation by a Chauffeur.
“Fare”: means payment for the Chauffeur Services including any Additional Charges and/or Call Out Fee.
“First Class”: means the premium executive‑level Booking Service for VIP Clients, which includes without limitation dedicated meet‑and‑greet, full journey coordination, access to the B&S Business Portal (where available), and comprehensive management of journeys and event transport. First Class may be booked per journey or on an hourly‑hire basis, subject to minimum durations or charges notified by B&S from time to time.
“Legislation”: means the Local Government (Miscellaneous Provisions) Act 1976 and any related local government regulations and policies pertaining to the operation of private hire vehicles, as amended or replaced from time to time.
“Passenger(s)”: means the individual(s) who actually receive the Chauffeur Services, who may or may not be the Customer or the Account Holder Customer.
“Website”: means the official website of B&S as specified by B&S from time to time.
“Working Day”: means any day except for Saturday, Sunday and Bank Holidays (as defined by the Banking and Financial Dealings Act 1971).
2. Operator Licences
2.1 In accordance with the Legislation, only a person holding the relevant private hire operator’s licence may accept a booking made by you.
2.2 B&S confirms that it holds, or will procure, the necessary private hire vehicle operator’s licences with the relevant licensing authorities for the locations from which it operates and will maintain such licences as required by law.
3. Provision of Booking Services by B&S
3.1 B&S provides you with Booking Services, which include the following:
a. Accepting bookings requested by you in advance by any means, including without limitation in person, by telephone, via our e‑booking service on the Website, and via the B&S App and B&S Business Portal;
b. Identifying and arranging suitable Chauffeurs to provide the Chauffeur Services to you and/or any Passengers who travel under booking requests made by you, or subcontracting your booking to another licensed operator to arrange a suitable Chauffeur;
c. Arranging for Fares and payment of any invoices under Clause 8 from you;
d. Arranging for B&S Processing to receive payment in respect of vehicle repair or cleaning charges on behalf of the Chauffeurs and to distribute those amounts to the Chauffeurs when required;
e. Maintaining records of bookings made;
f. Monitoring trips booked;
g. Liaising with you and the Chauffeurs and/or any subcontracted operator regarding lost property queries relating to bookings placed via B&S;
h. Receiving and dealing with feedback and complaints relating to bookings placed via B&S;
i. For Business Class bookings, providing an enhanced digital executive service including priority dispatch, chauffeur suitability screening, and real‑time journey monitoring;
j. For First Class bookings, providing a fully managed VIP service including meet‑and‑greet arrangements, event‑level coordination, and (where available) access to the B&S Business Portal for booking management, invoicing, and reporting. First Class bookings may be arranged per journey or on an hourly‑hire basis, subject to a minimum one‑hour duration or longer minimum durations notified at the time of booking;
3.2 In order to accept a booking request from you, B&S will require certain information from you, which may include: your name; telephone number; email address; pick‑up and drop‑off locations; number of Passengers, pets and quantity of luggage; and payment details where applicable.
3.3 B&S may, in its absolute discretion and without giving reason, refuse or reject any booking request, provided such refusal or rejection is not unlawful under the Equality Act 2010.
3.4 B&S reserves the right not to accept bookings from or for Passengers under 16 years old travelling without adult supervision. Where such a booking is accepted without notice of a minor travelling unaccompanied, the Chauffeur may refuse transportation.
3.5 Booking requests for the transportation of minors may be considered where parental/guardian consent is provided; B&S reserves absolute discretion to refuse such requests.
3.6 If you require transportation of a pet, you must advise B&S at the time of booking. B&S may refuse a booking if no suitable Chauffeur is available. Assistance dogs are not pets; you are not obliged to advise us, but it assists service planning if you do.
3.7 Where an assistance dog will travel and you have notified B&S at booking, B&S will use reasonable endeavours to provide a suitable Chauffeur. Only Chauffeurs holding a medical exemption certificate may refuse carriage of an assistance dog on medical grounds.
3.8 B&S accepts bookings at the operating centres authorised by the relevant operator licences.
3.9 B&S will not be liable for failures, defects or delays in delivering Chauffeur Services, or any failure/delay in delivering booking confirmations, arising from: incorrect contact details; device/service limitations; full inboxes; deletion of confirmations; or lack of signal/uncontactability.
3.10 It is your responsibility to book sufficiently in advance of any appointments, events or onward connections. B&S cannot guarantee a vehicle will arrive at the specified time owing to traffic, weather or other external events. B&S is not liable for missed connections or delays; you should maintain appropriate travel insurance.
3.11 For ‘as soon as possible’ or specified time bookings, B&S cannot guarantee arrival at a specified time due to availability and external conditions outside B&S’s control. B&S is not liable for delay prior to collection.
3.12 If notified by a Chauffeur of significant delay or inability to carry out Chauffeur Services, B&S will notify you as soon as reasonably possible and use reasonable endeavours to arrange an alternative Chauffeur. If none is available, B&S will notify you and shall not be liable for the missed journey.
3.13 Electronic Booking Services may be adversely affected by events outside B&S’s control and by enabling technologies and networks. B&S is not liable for errors, delays or failures in transmission.
3.14 If a specific vehicle type/size is requested and unavailable, B&S may arrange a suitable alternative (which may carry a different Fare), including sending two smaller vehicles instead of a larger vehicle where appropriate.
3.15 You are responsible for any technology or software costs required to use the B&S App and B&S Business Portal.
3.16 By making a booking request under this Clause 3 or Clause 8, you are deemed to have accepted these Terms and Conditions.
4. B&S’s Relationship with the Chauffeurs
4.1 B&S engages Chauffeurs to provide the Chauffeur Services.
4.2 B&S will supply certain booking details to Chauffeurs to allow them to accept and fulfil bookings and to contact you where appropriate.
4.3 Where a booking is made via the B&S App or B&S Business Portal, you will receive details of the allocated Chauffeur and vehicle within the B&S App or B&S Business Portal; for telephone bookings from a mobile, you may receive a text confirmation; for landline bookings, B&S may provide a call‑back to confirm arrival.
4.4 If the text message referred to in Clause 4.3 fails and B&S becomes aware, you may receive a call from B&S confirming a vehicle is en‑route, or the Chauffeur may call you via a masked ‘driver connect’ system.
4.5 B&S does not guarantee that Chauffeur Services will be available at any time or be uninterrupted, timely, secure or error‑free, and assumes no responsibility or liability for the Chauffeur Services provided.
5. Payment for the Chauffeur Services
5.1 You are responsible for payment of the Fare and any Additional Charges.
5.2 Except for Account Holder Customers (see Clause 8), the Fare and Additional Charges can be paid: (a) in cash to the Chauffeur at the end of the journey; (b) by card to the Chauffeur (if a card machine is available) at the end of the journey; (c) by card using the B&S App (subject to availability and your card issuer’s authorisation); or (d) by such other means as notified by B&S from time to time. The only guaranteed payment method is cash.
5.3 B&S Processing will facilitate card payments made within the B&S App.
5.4 Except for Account Holder Customers, all Fares and Additional Charges are due immediately upon completion of each journey. You must ensure prompt payment if issues arise with in‑App card payments.
5.5 To make card payments via the B&S App, you must provide credit/debit card details, location information and mobile number. Such details will be used in accordance with the B&S Privacy Policy (as published on the Website).
5.6 When a trip is booked using the B&S App and card payment is chosen, B&S Processing may take a pre‑authorisation against your card for the estimated fare plus an uplift (as notified from time to time). If full payment is not made, the pre‑authorised amount may
be captured; B&S may suspend or block your access to Chauffeur Services for non‑payment.
5.7 If no Chauffeur Services are provided (e.g., a booking is cancelled in advance), any pre‑authorisation will be released as soon as reasonably possible.
5.8 B&S may charge a cancellation fee not exceeding the minimum fare for bookings cancelled by you before a Chauffeur attends the pick‑up.
5.9 B&S may charge a ‘cancelled on arrival’ fee not exceeding the minimum fare where you and/or Passengers fail to meet the Chauffeur during the minimum period of hire after notification of arrival.
6. Fare Estimates
6.1 Estimated fares (“Fare Estimations”) may be obtained via the fare calculator on the Website, through the B&S App, or by contacting B&S using the contact details published on the Website.
6.2 Fare Estimations are estimates only, based upon anticipated distance and do not account for Additional Charges or factors such as traffic, waiting times or weather.
6.3 B&S does not guarantee that Chauffeur Services will be provided for the exact amount of the Fare Estimation and is not liable for any excess over the estimate.
6.4 B&S may establish, remove or revise any Fare Estimation at any time.
6.5 Various factors may increase applicable Fares above the Fare Estimation, including increased traffic, waiting time, weather and time of day.
6.6 Fares may be higher at certain times or dates; it is your responsibility to confirm any such periods with B&S.
7. Customer’s Relationship with the Chauffeurs
7.1 By booking the Chauffeur Services, you agree (and you agree on behalf of Passengers) to meet the Chauffeur at the appointed location and time and to pay the full Fare. B&S may ban users who repeatedly fail to honour bookings or abuse the Chauffeur Services/Chauffeurs.
7.2 You are responsible for the cost of repair, damage or cleaning of a chauffeur vehicle/property arising from your (or any Passenger’s) acts/omissions during the Chauffeur Services where beyond normal wear and tear (including soiling).
7.3 Where you are liable under Clause 7.2, you must settle costs directly with B&S.
7.4 You are responsible for the cost of the journey actually taken (including any variations to pick‑up/drop‑off points or additional stops) and not solely the journey originally booked.
8. Account Holder Customers
8.1 Customers wishing to set up an account for Chauffeur Services must submit an account application in the form required by B&S (“Account Application Form”).
8.2 B&S reserves the right to charge a service charge (subject to VAT) on each journey booked under an account.
8.3 B&S Processing, or the authorised collection agent for B&S, will invoice Account Holder Customers electronically. You agree to pay by the due date stated in the invoice.
8.4 After every journey the Account Holder Customer will receive a journey receipt. Any queries must be raised by the end of the next Working Day, failing which the journey receipt is deemed agreed for invoicing.
8.5 If a query is agreed by B&S Processing, it will be dealt with by way of credit on the next invoice.
8.6 Invoices will be issued at agreed intervals (usually weekly or monthly) and will include a breakdown of journeys, applicable Fares, Call Out Fees, and VAT.
8.7 If payment is not received by the due date, B&S may suspend the account until payment is received.
8.8 During suspension, B&S is not obliged to arrange Chauffeur Services for pre‑booked journeys from (and including) the date payment failed, and B&S shall not be liable for any consequential costs or losses.
8.9 If an invoice is unpaid by the due date, the Account Holder Customer shall pay interest on the overdue sum at 4% per annum above the Bank of England base rate, accruing daily until paid (before and/or after judgment).
8.10 B&S and/or its servants and agents may carry out credit checks before/after account opening and may refuse or close an account where credit results are unsatisfactory.
8.11 If an account is opened, B&S will issue a username and password which must be quoted when booking. B&S is entitled to assume any person correctly quoting these has authority to make bookings on the account.
8.12 It is the Account Holder Customer’s responsibility to keep credentials confidential. B&S is not liable for Fares/Additional Charges incurred on bookings made by an unauthorised person who correctly quoted credentials.
8.13 If special payment arrangements are agreed (e.g., part payment by a Passenger), the Account Holder Customer remains liable for the full Fare and Additional Charges if the Passenger fails to pay.
8.14 If a booking is made on the account and the Passenger fails to show at the pick‑up at the allocated time, a Call Out Fee may be incurred and included on the invoice.
8.15 If Passenger instructions to the Chauffeur vary the journey from that requested by the Account Holder Customer, the Account Holder Customer is liable for the actual journey taken.
8.16 To cancel account services, the Account Holder Customer must contact B&S using the contact details published on the Website.
8.17 Service Levels for Account Holder Customers:
(a) Account Holder Customers may contract for different service tiers as defined in Clause 1.
(b) Business Class provides enhanced on‑demand executive transport with B&S App booking, priority dispatch and live monitoring.
(c) First Class provides premium managed executive transport and event coordination, including meet‑and‑greet and B&S Business Portal access (where available). Bookings may be per‑journey or hourly‑hire and are subject to minimum durations/charges notified in writing or at booking.
(d) Rates, cancellation terms, and account‑management procedures for Business Class and First Class may differ from those applicable to standard accounts and will be confirmed in the Account Agreement or otherwise in writing by B&S.
9. Customer Obligations
9.1 In addition to obligations elsewhere in these Terms, you must: (a) use the B&S App and Website without wilfully causing damage, interruption or congestion; (b) not attempt to circumvent or amend B&S software; (c) keep your user account private and credentials secure; and (d) prevent disclosure of your account details to third parties and notify B&S immediately if compromised.
10. B&S’s Responsibility for Loss or Damage Suffered by the Customer
10.1 B&S may only be responsible to you or any Passenger for foreseeable loss/damage caused by a failure to comply with these Terms or a failure to use reasonable care and skill in providing Chauffeur Services to the standard expected within the industry.
10.2 B&S is not responsible for loss/damage that is not foreseeable. Loss/damage is foreseeable if it is obvious it will happen, or if both parties knew it might happen at the time of booking acceptance.
10.3 B&S does not exclude or limit liability where unlawful to do so, including liability for: (a) death or personal injury caused by our negligence; and (b) fraud or fraudulent misrepresentation.
10.4 B&S is not liable for loss/damage caused by any negligence or breach of a Chauffeur or third party, or for any liability outside B&S’s control, including liabilities incurred in connection with the Chauffeur Services or whilst they are being undertaken.
10.5 Where B&S is liable under these Terms, liability shall not exceed an amount equal to the Fare paid (or otherwise payable) by the Customer for the Chauffeur Services giving rise to the claim .
11. B&S’s Relationship with Third Parties
11.1 Separate terms of use for the B&S App may be made available within the B&S App or by the B&S Platform Provider. It is your responsibility to read and comply; B&S is not liable for losses arising from your use of the B&S App contrary to those terms.
11.2 The B&S App may be accessed in connection with third‑party products, services and content beyond B&S’s control. Different terms and privacy policies may apply; B&S is not liable for such third‑party products/services/content.
11.3 B&S is not responsible for third‑party content, products, services or resources that it advertises, links to or is connected with. Such relationships should not be interpreted as approval. You must satisfy yourself as to any third party.
12. B&S’s Right to Make Changes to the Chauffeur Services
12.1 B&S may change or discontinue any part of the Chaufeur Services at any time (including fees/charges). B&S will use reasonable endeavours to give notice as soon as reasonably practicable (e.g., via the Website or direct notice).
13. Governing Law
13.1 These Terms and any dispute or claim arising out of or in connection with them (including non‑contractual disputes/claims) are governed by and shall be construed in accordance with the laws of England and Wales.
14. Jurisdiction
14.1 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non‑contractual disputes/claims) arising out of or in connection with these Terms or their subject matter or formation.
15. B&S’s Right to Amend these Terms and Conditions
15.1 B&S may amend these Terms from time to time. Notice of changes will be made available on the Website and shall take effect when published.
15.2 Where possible B&S will use reasonable endeavours to notify you by email of any changes, provided you have supplied a valid email address.
15.3 These Terms were implemented on 01.01.2025 and apply from that date.
