0207 2 29 39 49

Terms & conditions

Set out below are the terms and conditions by which RoyalEX conduct its business with the Client (The account holder), the Passenger (the person travelling) and the Booker (the person booking journeys). RoyalEX reserves the right to vary these terms and conditions of trading without notice.

Payment and Deposits

  1. Credit card payments are subject to a 5% surcharge. Debit cards have no surcharge.
  2. All prices are exclusive of VAT charged at 20%.
  3. Our payment terms for all bookings are: 25% deposit with the remaining balance due 7 days prior to the booking. Wedding car hire payments will be taken 14 days prior to the event.
  4. Your booking may be subject to additional waiting time and car park charges.
  5. The charge on your credit card statement will be shown as RoyalEX.

Cancellation and Refund Policy

  1. If a booking is cancelled by the Customer within 48 hours from the start of the period of hire, 50% of all monies paid will be non-refundable, see below for wedding bookings.*
  2. If a booking is cancelled by the Customer within 24 hours from the start of the period of hire, 100% of all monies paid will be non-refundable, see below for wedding bookings.*
  3. If a wedding booking is cancelled within 3 months from the start of the period of hire, the deposit will be non-refundable. If a wedding booking is cancelled within 2 months from the start of the period of hire, the full hire amount will still be charged to the customer.*
  4. If the customer does not appear at the time and place designated as the pickup point, all monies paid will be non-refundable.

Terms and Conditions

  • RoyalEX request a minimum of 12 hours notice for any online bookings.
  • If you would like to book a car with less than 12 hours notice – Please call our help-line: +44 (0)20 7 2 29 39 49.
  • Whilst we do our utmost to ensure our drivers are punctual, you will understand that we cannot accept responsibility for delays caused by circumstances outwith our control.
  • The driver will drive at safe and sensible speeds in accordance with road conditions, traffic and the legal speed limits.
  • Clients are responsible for any damage they cause to the interior and or exterior of a vehicle on hire to them and will be billed accordingly for any repair or valeting required in order to reinstate a vehicle to working order.
  • We may provide subcontracted vehicles occasionally.
  • By supplying your email address you permit RoyalEX to contact you via email, in return we promise never to supply your email to any third party.
  • If there are any changes or variations including extra mileage to the journeys other than what was agreed at the time of booking, the client will be charged extras in accordance with the pricing structure on our website.
  • We reserve the right to change your vehicle or chauffeur at any time if necessary.
  • Every effort will be made by RoyalEX to ensure that our vehicle(s) or Sub-Contractors vehicle(s) arrive on time.
  • Our Chauffeur(s) will travel by the most appropriate route on the day, unless instructed otherwise by the Customer at the time of booking.
  • RoyalEX vehicle(s) and sub-contracted vehicles are fully insured for passenger and third party claims. However, customer’s properties are carried entirely at their own risk and RoyalEX shall not be held responsible/liable for any loss/damage to such property.
  • RoyalEX will keep a lost property book at their office, and will endeavour to return any lost goods left in our vehicle(s) or subcontracted vehicle(s) to the customer.
  • RoyalEX and its chauffeurs have the right to refuse to carry any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat either to the Chauffeur, the vehicle or any other passenger(s).
  • RoyalEX maintains a strict non-smoking policy in all its vehicles.
  • Online quotations do not allow for public and bank holidays like Christmas Day or New Years Eve where there may be an additional surcharge. Please indicate on the quote form if your proposed booking is for a bank holiday or on any other special date.
  • Nothing contained in these terms and conditions can affect the Client’s’ statutory rights.

RoyalEX set out to provide a safe reliable service to all of its customers.

We will always try to be fair and reasonable to our customers and promote goodwill where possible.

Whilst we will exercise all due care and consideration to carry out Client and/or Passenger instruction we will not be liable for any incidence or loss due to circumstances beyond our reasonable control.

Transport of Goods
All parcels, packages and goods are taken at customer’s own risk. It is the customer’s responsibility to ensure adequate insurance cover is in place for goods in transit.

Right to Refusal
RoyalEX reserve the right to refuse to carry any persons or objects that the driver deems to be likely to cause him or his vehicle harm or damage in whatsoever form. The judgment of the driver will be final.
RoyalEX may charge for any costs involved.

All quotes, where given, are approximate according to an estimate of miles and time incurred by driver and time of day of travel and type of vehicle required to do a specific journey.

We will calculate fares based upon mileage incurred, time and out of pocket expenditure.
The charge rate will vary according to the type of vehicle/service required for the journey.
We operate a fixed rates for journeys to or from the local areas to: the London airports and to most London postal codes.
Most journeys are quoted travelling via the shortest route. If the route varies from this, e.g. by request from the customer to use a motorway route or the driver has to avoid a traffic related problem, RoyalEX reserve the right to charge the Client for any extra mileage and time.

We reserve the right to apply a surcharge to:

  • out of area to out of area journeys 
  • airport and station pick-ups
  • Christmas, New Year and other Bank Holiday journeys
  • additional stops on route
  • periods of extreme weather or road conditions.
  • journeys out of standard business hours.
  • peak hours
RoyalEX assume a journey request is still valid until:
  1. A Passenger or some one deemed to be representing the Passenger cancels the journey with a member of staff in the offices of RoyalEX and receives confirmation by the member of staff that it is cancelled.
  2. Our driver and or supporting staff have satisfied themselves that they are unable to pick the Passenger up for whatever reason.
Until then we will take all reasonable care to complete the booking.
In the event of a cancellation of a journey RoyalEX may charge for any costs incurred until the time when it is apparent that RoyalEX have been satisfactorily informed of a cancellation of booking or RoyalEX have been unable to contact the Passenger.
Usually there would be no charge for a journey cancelled prior to dispatch.
Where a journey is cancelled after the driver has been dispatched the Client may be liable for a charge.
Where the driver is unable to find a Passenger after making all reasonable efforts the Client may be charged
Where a Client or Passenger gives incorrect information regarding a pick up place or time or other relevant detail that results in a cost to our driver, the Client may be liable for a cancellation charge.

Cancellation Charge
A Cancellation Charge is calculated to pay for the time and miles and incidental costs of our driver when he is unable to pick up a passenger.

Waiting time
Where a driver has to wait beyond the appointed time to collect a Passenger, whether it be the fault of the Passenger or Client or arises from circumstances beyond their control, the Client will be liable to pay RoyalEX for the waiting time.

We will try to carry out a journey in a way the Passenger requests, e.g. route variation unless we have written instructions not to do so by the account holder.

Security of the account
It is the responsibility of the Client to ensure adequate security to ensure that the facility is not abused.
The account will be set up with minimal security measures unless the Client specifies their requirements in writing,
RoyalEX are able to set up various security measures with a prior request in writing from the Client.
The Client will be liable to pay all bookings made on the account.

The Client undertakes to pay invoices within the payment terms on the account application.
Overdue amounts may incur interest at 2.5% above base lending rates.

All queries are to be raised in writing within 14 days of invoice.


Non Airport Journeys

Passenger Service   Waiting Time Charge (Per Hour)
Saloon   First 5 Minutes Free, After £15.00 an hour
Estate   First 5 Minutes Free, After £12.00 an hour
MPV   First 5 Minutes Free, After £12.00 an hour
ALL VIP Vehicles  
First 5 Mintues Free, After £20.00 an hour
9 Seater   First 5 Minutes Free, After £15.00 an hour
First Hour Free after £20.00 per hour