Booking Terms

These Booking Terms apply to every chauffeur journey booked through knolecar.com. Please read them before you book — by completing a booking you confirm that you accept them. Nothing in these terms affects your statutory rights as a consumer.

1. Who we are

Knole is a trading name of KNOLE CARS LIMITED, a private limited company registered in England and Wales, whose registered office is at 26 Amherst Close, Orpington, BR5 2HH, United Kingdom (“Knole”, “we”, “us”). You can contact us at info@knolecar.com or on +44 7379 109914.

In these terms, “you” means the person who makes the booking. If you book on behalf of a guest or a group, you confirm that you are authorised to do so and that you will make them aware of these terms; you remain responsible for payment.

2. Our service

We provide pre-booked, private chauffeur journeys — one-way transfers (including airport transfers and city-to-city journeys) and hourly, as-directed hire — with journeys starting in London, Istanbul, Izmir, Antalya or Bodrum.

Journeys are carried out by Knole or by carefully selected partner operators and chauffeurs acting on our behalf. Every journey is performed by an operator, driver and vehicle holding the licences and insurance required where the journey takes place. In London, private hire bookings are accepted and dispatched by an operator licensed by Transport for London. We remain your point of contact and are responsible to you for the booking.

• Vehicle classes. You book a vehicle class, not a specific model. The models shown (for example “Mercedes-Benz E-Class, BMW 5 Series or similar”) are examples, and photographs are illustrative. We may provide a vehicle of an equivalent or higher class.
• Turkey. Journeys starting in Istanbul, Izmir, Antalya or Bodrum are operated with the Mercedes Luxury Van / VIP Van (or an equivalent vehicle of the same class).
• Hourly hire includes 20 miles per booking; additional mileage is charged at the rate shown at booking or confirmed to you in writing.

3. Making a booking

• Bookings must be made at least 8 hours before the requested pick-up time. For anything sooner, please call us and we will help if we can.
• You must give us accurate and complete information — names, contact details, pick-up and drop-off addresses, flight number (for airport pick-ups), and the number of passengers and pieces of luggage. We are not responsible for problems caused by incorrect or incomplete information.
• When you complete payment, we send you a booking e-mail with your booking reference. A binding contract between you and us is formed when we send that e-mail.
• We will then assign your chauffeur and send you their details before pick-up. In the rare case that we cannot fulfil a booking, we will tell you as soon as possible, cancel the booking and release or refund your payment in full.
• All times are local times at the pick-up location.

4. Prices and payment

• Fixed, all-inclusive fares. The fare shown when you book includes the journey, the chauffeur, VAT, tolls, airport parking, meet & greet, the Heathrow terminal drop-off charge, the London Congestion Charge (where the journey falls within its charging hours) and 1 hour of complimentary waiting time. Short journeys are subject to a minimum fare, shown in the price breakdown. It does not change because of traffic or the route taken.
• Currency. Our prices are set and charged in pounds sterling (GBP). Prices shown in other currencies (such as EUR or TRY) are indicative conversions for your convenience only; your card issuer may apply its own exchange rate and fees.
• How payment works. Payment is taken securely by our payment provider, Stripe. When you book, the full fare is authorised on your card (reserved, not yet taken). The payment is captured once your chauffeur has been confirmed. If a booking is cancelled free of charge, or we cannot fulfil it, the authorisation is released — your bank decides how quickly the reserved amount reappears on your statement.
• Extras. Additional waiting time, extra stops, changes to the route or extra mileage on hourly hire, and any cleaning charges under section 9, are not included in the fare. We will tell you about any such charge and request payment separately.
• Gratuity is not included and is entirely optional, at your discretion.
• Offer codes are subject to their own conditions, cannot be exchanged for cash and may be withdrawn at any time.

5. Waiting time and no-shows

• Complimentary waiting. Each booking includes 1 hour of free waiting time, counted from the booked pick-up time. For airport pick-ups where you have given us your flight number, we track your flight and the hour starts from the time your flight actually lands.
• Additional waiting. After the complimentary period, waiting is charged for each started 15 minutes, pro rata to the hourly rate of the booked vehicle class. The chauffeur will try to contact you before any extra waiting time is charged.
• No-show. If the passenger has not met the chauffeur by the end of the complimentary waiting period and we have been unable to reach them by phone, the booking will be treated as a no-show, the chauffeur may leave and the full fare is payable.

6. Changing your booking

You can ask to change your booking (for example the time, addresses or vehicle class) free of charge up to 8 hours before pick-up by e-mailing info@knolecar.com or calling +44 7379 109914 with your booking reference. Changes are subject to availability and may change the fare; we will confirm any new price before making the change. Changes requested within 8 hours of pick-up are treated as a late cancellation of the original booking unless we agree otherwise.

7. Cancelling your booking

To cancel, e-mail info@knolecar.com or call +44 7379 109914 quoting your booking reference. A cancellation takes effect when we receive it.

8. Changes and cancellation by us

• We may need to change your vehicle or chauffeur for operational reasons; any replacement will be of the same or a higher class at no extra cost.
• If we cancel your booking for reasons within our control, we will release or refund your payment in full. Where possible we will help you find alternative transport.
• We may cancel or refuse a booking, with a full refund, if we reasonably believe it is fraudulent, breaches these terms or cannot be carried out safely or lawfully.
• Events outside our control. We are not responsible for delays or failure to perform caused by events beyond our reasonable control — such as severe weather, road closures, accidents, strikes, civil unrest, pandemics or government action. If such an event prevents your journey, we will tell you as soon as possible and refund anything you have paid for the part of the service not provided.

9. Passengers, luggage and conduct

• Capacity. The maximum number of passengers and pieces of luggage shown for each vehicle class must be respected for safety and insurance reasons. As a guide, Business Class and First Class carry up to 3 passengers and 1 large or 2 standard-size suitcases; the Business Van carries up to 5 passengers and 5 suitcases. If your party or luggage exceeds the capacity booked, the chauffeur may refuse to carry the excess and the booking is not refundable on that basis — if in doubt, choose a larger class.
• Children. Please tell us about any children travelling and request child or baby seats when booking (in the notes field). Child seats are subject to availability and the rules on child restraints where the journey takes place.
• Special requirements. If you or anyone in your party needs assistance, or you are travelling with an assistance dog, please tell us when booking so we can arrange a suitable vehicle. Assistance dogs are always welcome.
• Conduct. Smoking and vaping are not permitted in our vehicles. Seat belts must be worn. The chauffeur may refuse to start or continue a journey if a passenger is abusive, dangerously intoxicated or behaves in a way that puts the chauffeur, other passengers or the vehicle at risk; the fare remains payable in that case.
• Damage and soiling. If a passenger damages or soils the vehicle, we may charge the reasonable cost of cleaning or repair, supported by evidence.
• Belongings. Passengers are responsible for their belongings. Lost property found in a vehicle will be kept for 30 days; we will help you arrange its return, at your cost.

10. Flights and timing

Please give us your flight number for airport pick-ups so that we can track your flight. When booking a journey to an airport, station or appointment, please allow enough time for check-in and for normal traffic conditions. Travel times shown on our website are estimates. While we will always do our best, we are not responsible for missed flights, trains or appointments caused by events outside our control (see section 8) or by a pick-up time chosen too close to your departure.

11. Our responsibility to you

• We will provide our services with reasonable care and skill. If we fail to do so, you have legal rights under the Consumer Rights Act 2015, including — where appropriate — to ask us to repeat or fix the service or to receive a price reduction or refund.
• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.
• If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable. We do not supply our services to consumers for business purposes and are not responsible for loss of profit, business or opportunity.
• If you book for business purposes, our total liability arising from a booking is limited to the fare paid for that booking, and we are not liable for any indirect or consequential loss, or for loss of profit, business or opportunity.

12. Questions and complaints

If something has not gone as it should, please tell us as soon as possible — ideally within 30 days of the journey — at info@knolecar.com, quoting your booking reference. We aim to acknowledge complaints within 2 working days and to give you a full response within 14 days.

13. Business bookings

If you would like corporate accounts, centralised billing or regular bookings for your organisation, please contact us at info@knolecar.com. Separate written terms may apply to business accounts and will take priority over these terms where they differ.

14. Law and jurisdiction

These terms are governed by the law of England and Wales. If you are a consumer, you can bring legal proceedings in the courts of England and Wales, or — if you live in Scotland or Northern Ireland — in the courts of the part of the UK where you live. If you live outside the UK, you also keep the benefit of any mandatory consumer protections of your country of residence. Journeys carried out in Turkey are also subject to the laws and regulations that apply to passenger transport there.

15. General

• We may update these terms from time to time. The version that applies to your booking is the one published on our website when you made it.
• If any part of these terms is found to be unenforceable, the rest will remain in force.
• We may transfer our rights and obligations under these terms to another organisation; we will tell you if this happens and it will not affect your rights. You may not transfer your booking to someone else without our agreement (you may of course book on behalf of a guest).
• Our handling of your personal data is described in our Privacy Policy.