Terms, privacy and cancellation policies

1. Bookings & Confirmation

A booking is confirmed only when AR Luxury Travel has accepted your request and issued a written confirmation by email, SMS or WhatsApp together with your booking reference. Quotations given by phone, message or through our website are indicative, do not reserve a vehicle and remain subject to availability.

To allow us to plan your journey safely and allocate the correct vehicle, you are responsible for giving us accurate and complete information at the time of booking, including:

• full pick-up and drop-off addresses, including house number, flat or building name where relevant
• flight number, terminal and airport for all airport journeys
• the correct number of passengers and items of luggage
• any child seats, accessibility requirements or special requests
• a contact telephone number that is reachable on the day of travel

Changes to Your Booking

Please tell us as soon as any detail changes. We will always try to accommodate changes, subject to availability. Where a change means a larger vehicle is required, the applicable fare may increase, and any difference will be advised to you before it is applied. Incorrect information that results in a vehicle being unable to carry your party or luggage may mean the journey cannot proceed, and the fare will remain payable.

2. Pricing & Payment

Fares are quoted per vehicle, not per passenger, and include the chauffeur, fuel, insurance and all applicable taxes, tolls and congestion charges unless stated otherwise. Your confirmation sets out the fare for that specific journey and vehicle.

Payment is made by bank transfer against the invoice issued for each individual journey, or in cash to your chauffeur on the day of travel unless agreed otherwise in writing. Where a deposit is requested to secure a journey, it is applied to your invoice and the balance is payable as shown on the invoice. Card details are never collected or stored by AR Luxury Travel.

Additional charges incurred during the journey, such as waiting time, additional stops, parking or airport entry charges, or cleaning and repair charges, are payable in addition to the quoted fare. Invoices are payable within the period shown on the invoice.

3. Vehicle Categories & Capacity

We operate a modern, meticulously maintained fleet in the following categories. The exact vehicle supplied may be a later model, a different model year, or an equivalent vehicle from a comparable manufacturer.

• Standard Saloon – Skoda Octavia or equivalent, up to 3 passengers and 3 suitcases
• Executive Saloon – Volkswagen Passat or equivalent, up to 3 passengers, 2 large suitcases and 2 hand bags
• Executive MPV – Ford Tourneo Custom or equivalent, up to 7 passengers and 8–9 large suitcases
• Premium MPV – Mercedes-Benz V-Class or equivalent, up to 7 passengers and 8–9 large suitcases

Vehicle Substitution

AR Luxury Travel reserves the right to substitute your confirmed vehicle with another vehicle of equal or higher specification, without prior notice and at no additional cost to you, where this is necessary to deliver your journey. Capacity figures are maximum limits set for comfort and safety. If your party or luggage exceeds the limit for the vehicle booked, we may be unable to carry your booking; in that case the fare remains payable and, where possible, we will offer a larger vehicle subject to availability and any additional charge.

4. Airport Transfers & Flight Monitoring

We ask for your flight number and terminal so that we can monitor your inbound flight. Where your flight is delayed, we track its arrival and adjust the pick-up time accordingly at no extra charge, and waiting charges do not apply to delays caused by the flight.

For arrivals, your chauffeur will meet you in the arrivals hall or at an agreed meeting point holding a name board. Please switch your phone on after landing and contact your chauffeur using the number in your confirmation. If your flight is diverted, cancelled or rerouted, please contact us as soon as you are able so that we can agree alternative arrangements.

Where you have not requested a meet & greet service, or where an airport does not permit it, we will agree a clear meeting point with you in advance.

5. Waiting Time Charges

Your chauffeur's time is reserved exclusively for you, so waiting time is charged from the point at which the included waiting period ends:

• Airport and cruise collections: 30 minutes complimentary waiting from the flight landing time, where we are monitoring the flight, or from the confirmed pick-up time
• All other journeys: 15 minutes complimentary waiting from the confirmed pick-up time
• Thereafter a waiting charge of £0.65 per minute applies
• Waiting caused by a delay to your flight or vessel is not charged where we are monitoring the arrival

6. No-Show Policy

A no-show occurs where, during the complimentary waiting period, your chauffeur is unable to contact you and you do not attend the agreed pick-up point or meeting point.

Where a no-show occurs, the booking is treated as a late cancellation: the full fare remains payable, any waiting time already accrued may be charged, and no refund is issued, including where the journey was paid in advance.

If you are running late, please call or message us. Where our schedule allows, we will hold your chauffeur beyond the waiting period, subject to the waiting charges above.

7. Passenger Conduct

Our chauffeurs are entitled to work in a safe, respectful environment, and we ask all passengers to travel considerately. The following applies to every journey:

• seat belts must be worn by all passengers at all times where fitted
• smoking and vaping are not permitted in any vehicle; food and drink are carried only by prior agreement
• behaviour that is abusive, threatening, intimidating, discriminatory or unlawful will not be accepted
• soiling, vomiting or damage to the interior will incur a cleaning or repair charge from £150, based on the actual cost of restoration
• our chauffeur is responsible for the safe operation of the vehicle, seating arrangements and the loading of luggage

Refusal and Termination of Travel

AR Luxury Travel may refuse travel to, or end a journey involving, any passenger whose conduct places the chauffeur, the vehicle or other passengers at risk, or who is considered unfit to travel. Where a journey is refused or ended for these reasons, the fare remains payable in full and no refund will be given. Our chauffeurs may also decline to carry luggage that is unsafe, excessively heavy, or likely to damage the vehicle.

8. Children & Pets

Children of every age are welcome. UK law requires an appropriate child restraint for children under 12 years old or under 135cm in height, and we provide child and booster seats free of charge where requested at the time of booking. Please tell us the age and weight of each child so that the correct seat is fitted.

Children under 16 must be accompanied by a responsible adult; we do not carry unaccompanied minors. Assistance dogs are always welcome and are carried at no charge. Other pets are carried only by prior arrangement, in an appropriate carrier, and a cleaning charge may apply where an animal travels.

9. Lost Property

Please check the vehicle carefully before you leave. If you believe you have left something behind, contact us as soon as possible with your booking reference and a description of the item, and we will ask the chauffeur to search the vehicle.

We hold lost property for 30 days from the date of the journey. Items can be collected from our office by arrangement, posted to you, or delivered by chauffeur; any postage, courier or journey cost is payable by you. Perishable, hazardous or illegal items will be disposed of or reported appropriately.

AR Luxury Travel is not responsible for loss of or damage to personal belongings left in the vehicle, although we will always make reasonable efforts to reunite you with your property.

10. Liability

We maintain public liability and vehicle insurance as required by UK law, and we take great care in selecting and briefing our chauffeurs. AR Luxury Travel is responsible for direct loss or damage caused by our negligence, within the limits of our insurance.

We are not liable for indirect or consequential losses, including missed flights, missed connections, missed appointments, lost business or loss of earnings. In particular, we are not liable for delay, cancellation or failure caused by:

• traffic congestion, roadworks, road closures, accidents or diversions
• severe weather, flooding, snow, ice or fog
• airport, port or terminal disruption, security alerts or baggage delays
• industrial action, protests, public order events or acts of government
• any other circumstances outside our reasonable control

Travel Time and Claims

We recommend that you allow generous time for your journey, particularly for flights, cruises and important appointments. Our estimated journey times are based on normal driving conditions and are not a guarantee of arrival time.

Any claim for loss or damage must be notified to us within 14 days of the journey so that we can investigate while records are current. Our total liability for loss of or damage to property is limited to the amount recoverable under our insurance or, where no insurance applies, to the fare paid for the affected journey. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud.

11. Force Majeure

AR Luxury Travel will not be in breach of these terms, and will not be liable, where a failure or delay is caused by an event beyond our reasonable control. Examples include severe weather, flooding or snow, road closures or serious accidents, airport and port disruption, security incidents, epidemics or pandemics, fuel shortages, industrial action, government restriction or vehicle breakdown.

Where such an event occurs, we will contact you as soon as possible, use reasonable endeavours to provide an alternative vehicle or route, and where we cannot fulfil the journey, refund any amount paid for the unfulfilled part of it.

12. Complaints Procedure

We aim to get every journey right. If something falls short, please raise it with your chauffeur at the time where it is safe to do so, and contact us as soon as possible afterwards, ideally within 7 days of the journey.

Please email info@arluxurytravel.co.uk or call 07709 008485 with your booking reference and details of what happened. We will acknowledge your complaint within 5 working days and aim to provide a full written response within 28 days. If you remain dissatisfied, you may refer the matter to Rotherham Metropolitan Borough Council as our licensing authority, or seek independent advice.

13. Governing Law

These terms and any dispute arising from them or from our services are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Nothing in these terms affects your statutory rights as a consumer.

1. Data Controller

AR Luxury Travel is the data controller for the personal information described in this policy. We decide how your information is used and are responsible for keeping it safe.

Contact details: AR Luxury Travel, Rotherham, South Yorkshire. Email info@arluxurytravel.co.uk. Telephone or WhatsApp 07709 008485. Please mark any enquiry about your personal data "Data Protection".

2. Information We Collect

We only collect information that we need to quote for, arrange and deliver your journey:

• contact details — your name, email address and telephone or WhatsApp number
• booking details — pick-up and drop-off addresses, dates and times, flight numbers, passenger numbers, luggage and child seat requirements, and any special requests
• journey and accounting records — fares, deposits, invoices, payments received and the payment method used (bank transfer or cash)
• communications — emails, text and WhatsApp messages, and notes of calls about your journey
• website information — technical data such as IP address, device and browser type, pages visited and cookie data, as described in our Cookie Policy
• address searches — where our address suggestions are used, the search terms you type are processed by Google Maps Platform to return matching places and addresses

Payment Information

AR Luxury Travel does not store customer card details. We do not ask for card numbers on our website and we do not hold card data on our systems. Where a card payment is made, it is processed by the relevant bank or third-party payment provider, and we receive only confirmation that the payment was made, together with a reference. Cash payments are recorded against your invoice.

3. Why We Collect Your Information

We use your information to:

• prepare a quotation and answer your enquiry
• confirm, allocate and deliver your journey, including briefing your chauffeur
• contact you about changes, delays or the details of your booking
• issue invoices and record payments and refunds
• deal with complaints, lost property and insurance matters
• meet our accounting, tax and private hire licensing obligations
• improve our website and service, and — only with your consent — send you occasional service updates and offers

4. Legal Basis for Processing

Under UK GDPR we rely on the following lawful bases:

• performance of a contract — to provide the transport services you have booked
• legal obligation — to keep accounting, tax and operator licensing records
• legitimate interests — to run and improve our business, prevent fraud and respond to complaints and claims
• consent — for marketing messages by email, SMS or WhatsApp, and for non-essential cookies

Withdrawing Consent

Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing already carried out. You can opt out of marketing by replying to any message, contacting us, or adjusting your cookie preferences in the cookie banner.

5. Data Sharing

We never sell your information or share it for other organisations' marketing. We share it only where necessary:

• with the chauffeur allocated to your journey, who receives only the details needed to complete it
• with a trusted partner operator where a journey is subcontracted, again limited to the details required
• with our insurers, accountants and professional advisers where relevant
• with the software, hosting, email, messaging and payment providers that support our business, acting on our instructions
• with Google Maps Platform where address search or route mapping is used
• with the police, licensing authority or other regulators where required by law

6. Data Retention

Booking, invoicing and accounting records may be retained for up to 6 years, as required for tax and legal purposes, and are then securely deleted or anonymised.

Enquiries that do not result in a booking are kept for up to 12 months. Complaint and claims records are kept for up to 6 years. Marketing consent records are kept until you withdraw consent. Where a record is no longer needed we delete it securely.

7. Your Rights Under UK GDPR

You have the right to:

• request a copy of the personal information we hold about you
• have inaccurate or incomplete information corrected
• ask us to erase information where there is no good reason for us to keep it
• object to, or ask us to restrict, processing in certain circumstances
• data portability — receive your information in a structured, commonly used, machine-readable format
• withdraw consent at any time where processing is based on consent
• complain to the Information Commissioner's Office (ico.org.uk)

Exercising Your Rights

To exercise any of these rights, email info@arluxurytravel.co.uk. We may ask for proof of identity before acting on a request, and we will respond within one month. There is normally no charge. If you are unhappy with how we have handled your information, please contact us first so that we can try to resolve it; you also have the right to complain to the Information Commissioner's Office.

8. International Data Transfers

We choose suppliers that store data in the UK or European Economic Area wherever possible. Where a provider processes information outside the UK or EEA — for example a cloud, mapping or messaging provider — we rely on appropriate safeguards such as the UK International Data Transfer Addendum or standard contractual clauses, together with the provider's own security measures, to protect your information.

9. Security of Personal Data

We apply appropriate technical and organisational measures to protect your information, including encrypted connections, restricted access on a need-to-know basis, protected devices and careful handling of printed records. Our chauffeurs receive only the journey details required to collect you. No system can be completely secure, and where we become aware of a breach affecting your rights we will notify you and the Information Commissioner's Office where legally required.

10. Cookies

Our website uses cookies and similar technologies for essential functionality, and — with your consent — for analytics and marketing. Full details, including the third-party services involved and how to manage them, are set out in our Cookie Policy.

11. Changes & Contact

We may update this policy from time to time; the current version is always available on this page. For any question about this policy or your personal information, contact AR Luxury Travel at info@arluxurytravel.co.uk or 07709 008485.

1. Cancellation by You

The following refunds apply to the fare for the affected journey, including any deposit paid, calculated from the confirmed pick-up time:

• More than 24 hours before pick-up: 100% refund
• Between 12 and 24 hours before pick-up: 50% refund
• Less than 12 hours before pick-up, or once the vehicle has been dispatched: no refund
• No-show: no refund

2. How to Cancel

Contact us by phone or WhatsApp on 07709 008485, or email info@arluxurytravel.co.uk, quoting your booking reference. A cancellation is only effective once we have confirmed it to you in writing. Please keep that confirmation for your records.

3. Amendment Policy

We are happy to amend a confirmed booking — date, time, route, vehicle or passenger numbers — subject to availability. Amendments made more than 24 hours before pick-up are made without charge.

Amendments requested within 24 hours of pick-up may still be possible and will be quoted for at the time. Where an amendment cannot be accommodated, or the requested vehicle is unavailable, the booking may be treated as a cancellation and re-booking, in which case the refund terms above apply. Any change to the fare is always advised before it is applied.

4. Cancellation by AR Luxury Travel

If we are unable to fulfil a confirmed booking — for example through vehicle failure, chauffeur illness or an event outside our reasonable control — we will first use reasonable endeavours to provide a substitute vehicle of equal or higher specification at no additional cost to you.

If we cannot provide a substitute, we will offer an alternative date where possible, or a full refund of the fare and any deposit paid for that journey. Where a full refund is made, our liability for that booking ends and no further compensation is payable.

5. Refund Processing Times

Refunds are processed to the original payment method once the cancellation has been confirmed. We aim to issue refunds within 5 working days of confirmation.

Bank transfers typically appear in your account within 3–5 working days and may take up to 10 working days depending on your bank. Where payment was made by cash or bank transfer, we may ask for your bank details so that we can complete the refund. Refunds for card payments made through a third-party provider are also subject to that provider's processing times.

6. Return Journey Cancellation

Where an outbound journey and its return leg are booked together, cancelling the outbound journey will normally cancel the linked return journey as well.

If you cancel only the return leg, the refund is calculated on the notice given before the return pick-up time, using the same bands set out above; cancelling a return more than 24 hours before that pick-up is refunded in full. If you wish to keep the return journey after cancelling the outbound leg, please tell us when you cancel — this may be possible subject to availability.

7. Charges Not Refundable

Waiting time, additional stops and any cleaning or repair charge already incurred before cancellation remain payable. Tolls, parking and airport entry charges paid on your behalf for a journey that is not completed are deducted from any refund.

Cancellation by the Customer After Dispatch

Where the vehicle has already been dispatched and you cancel, or where our chauffeur attends the pick-up point and you are unable to travel, the journey is treated as a late cancellation and no refund is given. The same applies where a journey cannot proceed because the details provided at booking were inaccurate — for example the number of passengers or luggage exceeds the capacity of the vehicle booked.

8. Contact

To cancel or amend a booking, or to ask about a refund, contact AR Luxury Travel on 07709 008485 or at info@arluxurytravel.co.uk. Please have your booking reference to hand so that we can help you quickly.