1These terms

1.1 What these terms cover.

These are the terms and conditions on which we (the vehicle owner/chauffeur service, trading as BB Wedding Cars) supply chauffeured vehicle hire services directly to you (the “Hirer”).

1.2 Why you should read them.

Please read these terms carefully before placing a booking with us. They explain who we are, how we will provide the services, how bookings are formed, how either of us may change or cancel, what to do if there is a problem, our liability limits, and other important information. If you believe there is a mistake or something requires clarification, please contact us before booking so we can agree any changes in writing. Changes are only effective when confirmed in your Booking Confirmation.

1.3 When these terms apply.

These terms apply to all direct bookings made with us (including by phone, email, website form, or in person). Any marketing copy, social media posts, or brochures are for general guidance only and do not form part of the contract unless expressly stated in your Booking Confirmation.

1.4 Priority of documents.

If there is any inconsistency, the Booking Confirmation (including the agreed itinerary, timings, vehicles, and charges) takes precedence over website content or other materials.

2Information about us and how to contact us

2.1 Who we are.

We trade as BB Wedding Cars. Our legal entity is BB Wedding Cars & Events Ltd (company number 10853208), registered in England and Wales. Our vehicles are based in West Yorkshire. Our registered office is: Suite A, 82 James Carter Road, Mildenhall, Bury St Edmunds, England, IP28 7DE. (You can verify these details on the public Companies House register.) Our principal trading address is 40 Knowl Rd, Mirfield, WF14 8DJ, United Kingdom.

2.2 How to contact us.

Telephone: 01924 637321

Email: support@bbweddingcarhire.co.uk

2.3 How we may contact you.

We may contact you by telephone, email, SMS, or post using the details you supplied in your booking. Please ensure these details are accurate and monitored, and tell us promptly if they change.

2.4 “Writing” includes electronic communications.

References to “writing” or “written” include email and SMS. Where we agree via instant messaging (e.g., WhatsApp), any changes that affect the contract will only be binding once confirmed in email or on your Booking Confirmation.

2.5 Authorised contacts.

You may nominate an authorised contact for the booking. We will accept reasonable instructions from that person unless you tell us otherwise in writing.

3Our contract with you

3.1 How a booking is accepted.

A contract is formed when we issue a Booking Confirmation to you (by email) setting out the vehicle(s), date, itinerary, price, and payment schedule, and you pay the required Deposit by the due date. Quotations or provisional holds are not binding until the Booking Confirmation is issued.

3.2 If we cannot accept your booking.

If we are unable to accept your booking (for example, the vehicle is no longer available, the itinerary is outside our service area, a chauffeur is unavailable, access is unsuitable, or there is an error in price/description), we will tell you as soon as reasonably possible and promptly refund any sums you have paid for that booking. We will not be liable for costs or losses resulting from non-acceptance beyond the refund of sums paid.

3.3 Point of contact and pre-event confirmation.

You will receive our event-day contact details in your Booking Confirmation. It is your responsibility to ensure we have an accurate mobile number for the primary contact on the day. We will send a pre-event confirmation (typically 5–10 days before the event) to re-confirm timings, pickup points, access and any special requirements; you must review and promptly confirm any corrections in writing.

3.4 Service area and travel limits.

We provide services within our operating area (typically from our base in West Yorkshire) and within the travel radius stated in your quote/Booking Confirmation. Requests beyond this area are subject to our approval, feasibility (e.g., driver hours, access, traffic) and additional charges of £1.00 per mile (extra mileage beyond the included allowance) and £50.00 per hour pro rata (additional time beyond the booked window).

3.5 No agency; the contracting party.

This is a direct contract between you (the Hirer) and us (the vehicle owner/chauffeur service). No marketplace or third-party agent is a party to this agreement, and no third party has rights to enforce these terms.

3.6 Who is responsible for delivering the service.

We are responsible for delivering the service described in your Booking Confirmation. We may, where necessary, allocate another suitably qualified chauffeur or equivalent vehicle of the same or higher class to fulfil the booking (for example, due to operational or safety reasons). We will notify you as soon as reasonably practicable and will act in good faith to maintain the agreed standard.

3.7 If we become unavailable (owner illness, cessation, or insolvency).

If, despite our best efforts, we are unable to perform (for example due to serious illness, cessation of trading, or insolvency), our obligations are:
a) to notify you (or your authorised contact) as soon as reasonably practicable;
b) to use best efforts to arrange a suitable replacement vehicle of equal or higher class on the same date and broadly comparable terms; and
c) if a suitable replacement cannot be sourced, to refund all sums you have paid to us for the undelivered portion of the services.
You may wish to contact your wedding insurance provider regarding any additional losses. Our liability remains subject to the limits set out in the Liability clause of these terms.

3.8 Priority of documents.

If there is any inconsistency, the Booking Confirmation (including the agreed itinerary, timings, vehicles, and charges) prevails over brochures, website content, social media, or other materials.

3.9 Changes after acceptance.

Any changes requested after the Booking Confirmation (e.g., timings, route, additional stops, vehicle upgrades) are subject to availability and may incur additional charges at £50.00 per hour pro rata for extra time and £1.00 per mile for extra mileage beyond the included allowance. Changes only take effect when we confirm them in writing.

3.10 Included allowance & rates (clarity).

Your Booking Confirmation and itinerary state the Included Time Window and, where shown, any Included Mileage for your booking.

Included Time Window: the period shown on your itinerary from the scheduled arrival at the first collection to the free-to-leave time (or completion of the final journey, if earlier). Time spent dealing with access, late running or changes requested by you counts within this window.

Included Mileage: the mileage (if stated) shown on your Booking Confirmation for the confirmed itinerary between the listed locations. If no mileage figure is shown, the included mileage is the reasonable mileage required to complete the confirmed itinerary between those listed locations.

If no mileage figure is shown, the Included Mileage is the mileage required to complete the confirmed itinerary between the listed locations using a reasonable route (e.g., main roads as per standard mapping at the time of confirmation).

4Our services

4.1 Vehicle images.

The vehicle shown in your Booking Confirmation is the vehicle we intend to provide. Website and brochure images are illustrative; colours and proportions may appear differently on different screens. Minor variations in trim or presentation may occur.

4.2 Vehicle descriptions.

Descriptions are provided in good faith at the time of publishing. Reasonable variations (e.g., minor interior updates, wheel styles) may occur and do not constitute a material breach unless the change meaningfully reduces the agreed standard or capacity.

4.3 Scope of hire (standard wedding itinerary).

Unless otherwise stated on your Booking Confirmation, the service covers:
(a) collection of the bridal party (or agreed passengers) to the ceremony; and
(b) transport of the newlyweds from ceremony to the reception.
Additional journeys, photo stops, or shuttle runs must be agreed in advance or are subject to availability on the day and may incur extra time/mileage charges at our published rates.

4.4 Discretionary “no-charge” extras.

From time to time we may, at our sole discretion, provide goodwill extras at no cost (for example, a short additional photo stop). Goodwill extras are not part of the contract, invoice, or any refund calculation and may be withdrawn without liability.

4.5 When the contracted service ends (“free to leave time”).

The service ends at the free to leave time shown on your itinerary/Booking Confirmation (or on completion of the agreed final journey, if earlier). Reasonable flexibility may be offered for events outside either party’s control (e.g., traffic or weather). Any extension is subject to the chauffeur’s agreement and may be chargeable at the overtime rate. If the car is no longer required, the chauffeur may depart upon instruction from you, a member of your wedding party, your planner, your official photographer, or venue staff.

4.6 Food, drink and smoking.

No smoking or vaping is permitted by law in private-hire vehicles. Food and drink are not permitted unless agreed in advance. If allowed, you are responsible for avoiding spills; valeting/damage charges may apply.

4.7 Route choice.

Our chauffeur will select routes using local knowledge and navigation. If you request a specific route, we will use reasonable efforts to comply; if this adds time or distance, extra charges may apply.

4.8 Same-day alterations.

Alterations requested on the day (e.g., additional stops or extended waiting) are subject to availability and may incur additional charges. Where we have subsequent bookings, we may decline changes that risk delay to later clients.

4.9 Damage/valeting charges.

You are responsible for the conduct of passengers. You agree to pay for any damage, soiling, or losses caused to the vehicle (interior or exterior) by you or your party. A minimum £100 valeting charge applies for soiling (including food/drink/illness), with higher amounts charged where actual costs exceed the minimum.

4.10 Behaviour and safety.

Abusive, aggressive, or unsafe behaviour towards our chauffeur or damage/vandalism to the vehicle will result in immediate termination of the service without refund and, where appropriate, police involvement.

4.11 Personal belongings.

We are not responsible for loss of or damage to personal items during the service or items left behind. Please check the vehicle before the chauffeur departs.

4.12 Discretion and promotional imagery (opt-out for vehicle shots; consent for identifiable people).

We may take contextual photographs of our vehicle at your event. We will only publish images in which you or your guests are identifiable with prior consent (you may withdraw consent at any time). We may publish images where no individual is identifiable (e.g., vehicle-only or wide shots); if you prefer no photography at all, tell us in writing before the event and we will refrain. For takedowns or objections, email support@bbweddingcarhire.co.uk and we’ll remove the image within a reasonable time.

4.13 Extras, overtime & extra-mileage. Services beyond the scope in 4.3 or beyond the Included Time Window/Included Mileage (see 3.10) will be charged at £50.00 per hour (pro rata) for additional time and £1.00 per mile for additional mileage.

4.14 Alcohol.

We do not sell or supply alcohol. If you wish to bring your own sealed beverages, this must be agreed in advance and must comply with applicable licensing and safety rules; we may decline at our discretion (for example, very short transfers, no onward journey, venue restrictions, or safety concerns). No drinking is permitted where it would breach law, licensing, or safety.

4.15 Supplementary policies.

We may issue reasonable supplementary policies (e.g., access/vehicle protection, bad-weather procedures) to reflect local regulations or operational requirements. Any such policies will be provided in writing and will form part of this contract. If a supplementary policy materially changes your booking, you may object within 24 hours of receipt (and no later than 7 days before the event). If we cannot agree a resolution, you may cancel for a refund of sums paid for services not yet provided. In case of conflict, your Booking Confirmation takes precedence, then these Terms, then any supplementary policy.

4.16.1 Seatbelts & legal compliance.

All passengers must wear seatbelts where fitted and required by law. We will comply with all applicable seatbelt and child-restraint laws at the time of travel. Where a vehicle (e.g., a historic/classic vehicle) is lawfully exempt from certain seatbelt fittings, we will operate within legal limits and may refuse carriage of passengers for whom a belt/approved restraint is legally required. See 7.9 (Child seats & restraints).

4.16.2 Refusal where safe/legal carriage is not possible.

If, acting reasonably, the chauffeur believes it would be unsafe or unlawful to carry a passenger (for example, a required belt/restraint cannot be used or fitted), we may decline carriage of that passenger (or the journey) until the issue is resolved. Such refusal will be treated under these terms as a hirer-side issue unless we are at fault.

4.16.3 Classic vehicle characteristics & attire care.

Our classic/vintage vehicles are maintained with care. However, due to their age and design, minor transfer risks (e.g., dust, polish, or trace lubricants near mechanical areas) can exist despite protective measures. We take reasonable steps to protect attire (e.g., clean entry points, provide door-edge/threshold protection, offer protective throws on request). We are not responsible for incidental soiling or snagging not caused by our negligence. If soiling is caused by passenger actions (see 4.9), valeting charges may apply.

4.16.4 Practical precautions.

We recommend: (a) allowing the chauffeur to assist with entry/exit, (b) lifting hems/veils away from sills and tyres, and (c) avoiding contact with exposed mechanical areas (e.g., exhausts, hinges). Please tell us in advance about delicate fabrics so we can prepare suitable protections.

4.17 Vehicle presentation (ribbons/flowers)

4.17.1 What’s included.

Unless stated otherwise on your Booking Confirmation, standard wedding ribbons and a front bow are included. Choose from our usual colours (e.g., white, ivory, champagne, silver); other colours may be available by prior arrangement.

4.17.2 Custom colours & supplied items.

If you require a specific colour not in our standard range, you may: (a) ask us to source it (a small charge may apply), or (b) provide your own ribbon/bow/flowers for fitting. We are not responsible for dye transfer, shedding, staining or damage caused by customer-supplied materials.

4.17.3 Attachment & protection limits.

For vehicle protection, we use non-invasive attachment points only. We do not use adhesives or fittings that could mark paintwork or chrome. External signage, number-plate overlays or magnetic decals are by prior agreement only.

4.17.4 Weather & safety.

In adverse weather (e.g., high winds, heavy rain), or where ribbons/flowers may obstruct visibility or create a hazard, the chauffeur may adjust or remove presentation items at their reasonable discretion for safety. This does not constitute a service shortfall.

4.17.5 Fresh flowers.

If you supply fresh flowers, please ensure they are pre-conditioned and securely arranged. We may decline items that drip sap/water or risk scratching or staining interior/exterior surfaces. Water-filled containers are not permitted unless fully sealed and secured.

4.17.6 Time & changes.

Fitting or changing presentation items forms part of the Included Time Window. Overtime and/or extra-mileage charges may apply at the rates stated in your Booking Confirmation (see 3.10).

5Your rights to make changes to the booking

What this means: You can ask to change vehicles, timings, routes, or passengers. We’ll try to help, but changes depend on availability and may change the price.

5.1 Changing the vehicle.

If you wish to change the booked vehicle, please contact us in writing. We will confirm availability and any price difference. If the requested vehicle is unavailable, we can offer alternatives where possible. A vehicle change only takes effect when we issue a revised Booking Confirmation.

5.2 Changing the itinerary (timings, pickups, routes, extra stops).

You may ask to adjust the itinerary. We will accommodate reasonable changes where feasible. If the change increases time or distance (e.g., additional stops, longer routing, added shuttle), overtime and/or extra-mileage charges will apply at the rates stated in your quote/Booking Confirmation (see 3.10). Same-day changes are subject to availability and may be declined if they risk delays or clash with later bookings.

5.3 Changing the date.

Booking dates cannot ordinarily be changed. A date move is treated as a cancellation of the original booking and a new booking for the new date, unless we expressly agree otherwise in writing. Where we do agree a date change, a reasonable admin/re-scheduling fee may apply and pricing may differ for the new date.

5.4 Transferring the booking (to another person).

You may not transfer your booking to another person without our prior written consent. If we agree, we will reissue the Booking Confirmation in the new hirer’s name. You remain responsible for all charges incurred up to the point of transfer.

5.5 How changes are agreed.

All changes must be requested by the booking holder (or their authorised contact) and are only effective when we confirm them in writing (email). Verbal requests or instant messages are not binding until confirmed.

5.6 Pricing and fees for changes.

Where a change affects price, timings, or logistics, we will notify you of:
(a) any additional charges (overtime/extra mileage/admin),
(b) any impact on schedules or feasibility, and
(c) any documents we need (e.g., revised access details).
If the consequences are unacceptable to you, you may keep the original booking or cancel—our Cancellation terms will then apply.

5.7 Cut-off times.

Non-urgent changes should be requested no later than 7 days before the event to allow planning. We will still consider later requests but cannot guarantee acceptance.

6Our right to make changes

What this means: we can make sensible operational changes (e.g., for safety or legal reasons). If a change materially lowers the agreed standard, you’ll get options—accept with an adjustment, accept a substitute, or cancel with a refund as set out below.

6.1 Minor modifications (no material impact).

We may make minor changes to the vehicle or service to reflect laws, regulatory guidance, maintenance, or improvements (for example, tyre or trim changes, software updates, minor presentation differences). These will not materially affect the agreed capacity, class, or function of the service.

6.2 Material modifications (affecting class/capacity/character).

If we need to make a material change—for example a significant interior/exterior alteration that meaningfully reduces the agreed standard or seating capacity—we will notify you promptly. You may then:
a) accept the change (with any fair price adjustment if the value is reduced), or
b) accept an equivalent or higher-class substitute (if available), or
c) cancel the booking for a refund of sums paid for services not yet provided.
Our overall liability remains subject to the Liability clause.

6.3 Adverse/extreme weather and safety.

If current or forecast conditions (e.g., snow, ice, flooding, high winds) make it unsafe or unlawful to operate the contracted vehicle or route, we may:
a) substitute a more suitable vehicle;
b) adjust timings/routes; or
c) cancel the affected part of the service.
If we have not yet started travel, you may receive a refund of sums paid for services we will not provide. If travel has started and conditions prevent completion, the Force Majeure clause applies; we will make a pro-rata refund for the undelivered portion where applicable. Safety decisions are at the chauffeur’s reasonable discretion.

6.4 Unexpected unavailability (theft/accident/breakdown/illness).

If the booked vehicle or chauffeur becomes unexpectedly unavailable (for example due to theft, collision damage, mechanical failure, or sudden illness), we will act as follows:

More than 24 hours before the event. We will use best efforts to supply an equivalent or higher-class vehicle. If only a lower-class option is available, we will offer it with a refund of the difference if you accept. If no reasonable alternative can be offered, you may cancel for a refund of sums paid for services not yet provided.

Within 24 hours / on the day. We will use best efforts to source a suitable replacement (which may be a different style of vehicle and may be provided by a trusted third party). If the replacement is of lesser value, a difference refund may be due. If a replacement cannot be arranged in a reasonable timeframe, the affected service will be cancelled and you will receive a refund for the undelivered portion (or a full refund if no service at all is delivered). Our liability is otherwise limited as set out in the Liability clause.

6.5 Changes to these terms.

The terms that apply to your booking are those in force on the date we issue your Booking Confirmation, unless a change is required by law/regulation or we both agree to adopt an updated version in writing. In any conflict, your Booking Confirmation takes precedence over these terms.

7Providing the services

What this means: we’ll deliver on the confirmed date/itinerary, but we need accurate details and safe access. We’re not liable for events outside our control; if we’re at fault and materially late, you’ll have remedies.

7.1 When we will provide the services (service date).

We will provide the services on the date and times stated in your Booking Confirmation. Bookings are for a specific date and time window and are not transferable to another date unless we agree in writing (see 5.3 for date changes and Force Majeure for exceptional circumstances).

7.2 Information we need from you (and deadlines).

To perform safely and on time, we require full and accurate details no later than 10 days before the event, including: passenger numbers, pickup/ceremony/reception addresses (with postcodes), access and parking instructions, venue rules, photo-stop locations, contact mobile for the day, and any special requirements (mobility needs, child seats, ribbons/colours).

If information is late, incomplete, or incorrect, we may (a) make a reasonable additional charge for extra planning/time, (b) limit the service to what is feasible, or (c) cancel the booking where performance is impracticable—Cancellation terms will apply.

We are not responsible for late or incomplete performance caused by missing/incorrect information.

7.3 Access, parking, permits and safety.

You must ensure suitable access/egress, parking, and any necessary permits or venue passes. Very narrow lanes, height/ground-clearance hazards, unmade roads, or prohibited zones may prevent close access. The chauffeur’s safety and vehicle-protection decisions are final. Where safe access is not possible, we will drop/collect at the nearest safe point; time spent navigating alternatives counts within the booked time.

7.4 Delays outside our control.

If our supply of the services is delayed by events outside our reasonable control (for example: severe traffic, road closures, accidents, police diversions, adverse weather, unexpected civil events), we will notify you as soon as reasonably practicable and take steps to minimise the impact. Provided we do so, we are not liable for such delays. You should consider appropriate wedding/event insurance.

7.5 If we are at fault and materially late.

If a delay is primarily our fault (e.g., we departed late without justification and that causes a material impact on your itinerary), you may:
a) accept continued performance with a reasonable partial refund or credit for the affected portion, or
b) treat the contract as ended before using the service and receive a refund of sums paid for services not provided.
If you proceed to use the vehicle, you accept continued performance; your remedy will be a partial refund/price adjustment proportionate to the impact, subject to the Liability limits.

7.6 Waiting time and knock-on delays.

Where delays arise from your side (late passengers, photography running over, access not ready), we will accommodate within reason. Overtime and/or extra-mileage charges may apply at our published rates (see Charges Table). We may decline extensions that jeopardise later bookings.

7.7 Pre-event confirmation call/email.

We will usually send a pre-event confirmation 5–10 days prior to re-confirm timings, route, access and contacts. Please review and confirm promptly. If you do not respond, we will operate to the latest itinerary we hold.

7.8 Child seats and seating capacity.

Legal seating capacity and seat-belt rules apply. If child seats are required, arrangements must follow 7.9 (Child seats & restraints); failure to provide appropriate seats may prevent carriage of a child and does not entitle you to a refund.

7.9 Child seats & restraints.

a) Who provides the seat. We do not normally supply child seats. If a child seat is required, you must provide and fit a suitable, legally compliant restraint for each child, and ensure a responsible adult travels with the child.
b) Fitting & checks. You are responsible for correct fitting/adjustment. Our chauffeur may refuse carriage if, acting reasonably, they believe a restraint is unsuitable or incorrectly fitted. Time spent fitting/checking seats counts within the booked time window.
c) Compliance & refusals. We will comply with all applicable laws on child restraints and seat belts. Where a child does not have an appropriate restraint and no legal exemption applies, we may refuse carriage of that child (or of the whole party if safe carriage is not possible). Such refusal does not entitle you to a refund beyond any partial refund otherwise due under these terms.
d) Exemptions. If the law provides an exemption (for example, specific licensed operations or exceptional circumstances), we may still decline carriage on safety grounds if we reasonably consider the risk unacceptable.
e) Storage. If you ask us to store a child seat during the ceremony/reception, we will take reasonable care but cannot accept responsibility for loss or damage unless caused by our negligence.

8Your right to end the contract

What this means: there’s a short goodwill cooling-off window for advance bookings. After that, cancellations are charged on a fair sliding scale because the date is held exclusively. You can always cancel without charge if we make a major change or are at fault.

8.1 Hirer due diligence & non-statutory cooling-off (bookings made >7 days in advance).

From the time we issue your Booking Confirmation, you have 24 hours to review details and ensure the service fits your needs. During this period you should contact us with any queries and confirm vehicle, itinerary, capacity and special requirements.

Major discrepancy found within 24h. If you identify a significant discrepancy affecting suitability (e.g., wrong vehicle, capacity issue, clear availability error), you may cancel in writing within 24 hours for a full refund of sums paid. Please include brief evidence (e.g., the part of the confirmation that is incorrect).

Change of mind within 24h. You may still cancel for any reason within 24 hours; in this case we refund all sums paid minus a £25 administration fee.

End of cooling-off. After the 24-hour period (if applicable) the Deposit becomes non-refundable and standard cancellation terms in 8.3 apply.

8.2 No statutory right to cancel (time-specific services).

Wedding car hire is a date-specific leisure/transport service, which is excluded from the usual statutory “change-of-mind” rights. After the non-statutory 24-hour window in 8.1, cancellations are chargeable unless we are at fault or you have a right to cancel under 8.5.

8.3 Cancellation where we are not at fault (hirer cancellation)

You may cancel at any time by giving written notice (email). Because we hold the vehicle exclusively for your date, a cancellation fee applies as follows:

More than 10 weeks (70 days) before the event: 50% of the Total Price is due.

Within 10 weeks (70 days) of the event (including the day itself): 100% of the Total Price is due.

If you have already paid more than the applicable cancellation fee, we will refund the difference. If you have paid less, you must pay the shortfall.

Re-booking mitigation. We will use reasonable efforts to re-book the vehicle. If we re-book at equal or higher value, we will refund your cancellation fee up to the amount recovered (less any genuine, evidenced costs already incurred for your booking). If we re-book at a lower value, we’ll refund the difference between your cancellation fee and the amount recovered. Evidence of re-booking may be anonymised.

Worked example — £400 Total Price

Total Price: £400

Deposit (25%): £100 (non-refundable after 24h goodwill period in 8.1)

1) You cancel >70 days before the event

Cancellation fee: 50% of £400 = £200

If you’ve paid only the £100 Deposit: you owe £100 more (£200 fee − £100 already paid).

If you’ve paid the full £400: we retain £200 and refund £200.

Mitigation scenario: we re-book the date for £400 (equal value).
→ We refund the £200 cancellation fee in full (less any evidenced costs already incurred specifically for your booking, if any).

If we re-book for £300 (lower value):
→ We refund £100 (the difference between your £200 fee and the £300 recovered is not owed; instead, you get back the part we didn’t need to mitigate).

2) You cancel ≤70 days before the event

Cancellation fee: 100% of £400 = £400

If you’ve paid only the £100 Deposit: you owe £300 more.

If you’ve paid the full £400: we retain £400 (subject to mitigation below).

Mitigation scenario: we re-book the date for £250.
→ We refund £250 to you (we keep £150 net, reflecting the shortfall).

If we re-book for £400 or more:
→ We refund up to £400 (i.e., your fee back in full, less any evidenced, non-recoverable costs already incurred).

8.4 Postponement policy (exemptions).

If you need to move the date due to one of the reasons (a)–(d) below, we will allow one date transfer (subject to availability) to a new date within 540 days (18 months) of the original date. Any price difference for season/vehicle changes applies and is payable at the time of transfer. The original payment schedule still applies.

(a) Your venue cancels or is unavailable on the original date.

(b) A government/local authority restriction prevents the event on the original date.

(c) The bride/groom or an immediate family member suffers critical illness or dies.

(d) Force Majeure (see clause 9): e.g., extreme weather, terrorism, pandemic.

The first date change is free of admin charge; subsequent date changes may incur a £25 admin fee. If your chosen vehicle is unavailable on the new date and no suitable alternative is available, 8.3 applies.

8.5 Your right to cancel because of something we have done or will do.

You may end the contract (with a refund of sums paid for services not provided, and any fair price reduction if partially provided) if:

a) we notify you of a material modification to the booked vehicle/service that you reasonably do not accept (see 6.2);
b) there is a clear error in price or a material description error and you do not wish to proceed;
c) our supply is significantly delayed due to our fault;
d) on the day we fail to deliver the agreed service due to our fault;
e) we notify you that we cannot provide the booked vehicle and no suitable alternative is available; or
f) you otherwise have a legal right to end the contract due to our breach.

Refund timing & limits. Refunds under this clause will be made within 7 days of cancellation confirmation. Refunds are pro-rata for any part-performance and are capped at the total fees paid by you for the booking. We do not cover consequential losses (see Liability). Refunds are paid to your original payment method where reasonably possible.

8.6 How to cancel.

To end the contract, please email us using the contact details in your Booking Confirmation, stating your name, address, event date, and booking reference. Cancellations take effect when we acknowledge receipt by email (we aim to do so promptly; if you do not receive acknowledgment within 24 hours, please phone the event-day number).

9Contract ending due to circumstances outside all parties’ control (Force Majeure)

What this means: if events outside anyone’s control make it unsafe or impossible to deliver the service as booked, neither side is at fault. We both try to mitigate; refunds are pro-rata or based on unrecoverable costs, and you may postpone under clause 8.4.

9.1 What counts as Force Majeure.

“Force Majeure” means an event or circumstance beyond the reasonable control of either party that makes performance unsafe, illegal, or genuinely impracticable. Examples (non-exhaustive): severe or unexpected extreme weather, flooding, landslip, police road closures/diversions, major collisions, civil disorder, terrorism, public-health emergencies or government restrictions, industrial action not limited to our own staff, utility failures, or sudden venue closure. Ordinary traffic or light/normal rain does not qualify.

9.2 Duties when Force Majeure arises.

Each party must act reasonably to mitigate the impact. We will: (a) notify you as soon as practicable; (b) attempt safe alternative routes/timings; and (c) where feasible, propose a suitable vehicle or schedule adjustment. Safety and legal compliance are paramount and may require curtailing or cancelling part or all of the service.

9.3 If Force Majeure prevents performance before we depart.

If we have not begun travel and Force Majeure prevents performance on the day, the booking will be cancelled without fault. We will refund sums paid less any reasonable, evidenced unrecoverable costs already incurred specifically for your booking (e.g., bespoke ribbons/plates ordered, non-refundable third-party permits, or subcontractor costs committed at your request). We will itemise any such costs on request. Refunds will be made within 7 days.

9.4 If Force Majeure arises en route or after service has begun.

Where service has started but Force Majeure prevents completion (e.g., police closure blocks access to the ceremony or reception), we will refund a pro-rata amount for the undelivered portion of the service. No further compensation is payable (see Liability). Refunds will be made within 7 days.

9.5 If the event proceeds but Force Majeure limits access or timings.

If the event still goes ahead but Force Majeure materially restricts what can safely be delivered (e.g., venue access moved to a distant perimeter, mandatory diversions), we will deliver what is reasonably achievable and safe within the booked time/mileage. If you ask us to proceed with additional time or distance beyond the booked scope, our standard rates apply: £50.00 per hour (pro rata) and £1.00 per mile. Otherwise, a pro-rata refund will be made for any undelivered portion. Refunds will be made within 7 days.

9.6 If you cancel due to Force Majeure affecting the event.

If Force Majeure affects your venue or the legality of the event, you may postpone under clause 8.4 (within 540 days, subject to availability and any price differences). If you prefer to cancel, clause 8.3 applies.

9.7 No fault; limits of liability.

Force Majeure cancellations or curtailments are no-fault. Neither party is liable for consequential or indirect losses (e.g., photography costs, lost enjoyment). Our total liability is limited as set out in the Liability clause and to refunds due under 9.3–9.5.

9.8 Insurance.

We strongly recommend that you maintain appropriate wedding/event insurance to cover risks outside either party’s control.

10Our right to end the contract

What this means: if you breach the contract (e.g., don’t pay or don’t provide details), we can cancel and apply the standard cancellation charges. If we have to cancel without your fault, you get your money back (and we’ll try to find a replacement).

10.1 Ending the contract for your breach.

We may end the contract by written notice if:
a) Non-payment: you do not make a payment when due and fail to do so within 7 days of our reminder; or
b) Missing information/access: you do not, within a reasonable time after we ask, provide information necessary to deliver the service (e.g., full addresses, timings, access/parking details, passenger numbers), or you prevent safe access/operation; or
c) Conduct/safety: you or your party engage in behaviour that is abusive, unsafe, illegal, or likely to damage the vehicle (see 4.10).

10.2 Charges if we end for your breach.

If we end the contract under 10.1, we may retain sums already paid and charge any cancellation fee that would have applied had you cancelled on that date (see 8.3). We may also charge reasonable, evidenced costs we have incurred because of your breach (e.g., special permits or bespoke materials ordered at your request).

10.3 If we end the contract where you are not at fault (our cancellation).

On rare occasions we may need to cancel despite no fault by you (for example: permanent fleet changes, retirement/cessation of trading, serious illness/injury of key personnel, or other operational reasons). In that case we will:
a) use best efforts to arrange a suitable replacement vehicle of equal or higher class on comparable terms; or
b) if a suitable replacement cannot be sourced, refund 100% of all sums you have paid for services not provided (and pro-rata for any part provided).
Except where your additional rights arise under 6 (material change) or 9 (Force Majeure), our liability for such cancellation is limited to the refunds described above (see Liability for caps and exclusion of consequential losses).

10.4 Timing of refunds.

Any refund due under 10.3 will be paid within 7 days of our cancellation confirmation, back to your original payment method where possible.

10.5 No third-party rights.

This is a direct contract between you and us. No third party has rights to enforce these terms.

11If there is a problem with the service

What this means: tell us straight away (especially on the day) so we can fix it. Then follow up in writing within 7 days so we can investigate and resolve fairly.

11.1 How to tell us about problems (on the day and after).

On the day: If something isn’t right, please inform the chauffeur immediately and call the event-day number shown on your Booking Confirmation. This gives us a fair chance to put things right (route change, timing adjustment, vehicle presentation remedy, etc.).

After the event: Please email a summary of the issue to support@bbweddingcarhire.co.uk within 7 days of the service; this does not affect your legal rights. Include your name, event date, booking reference, what happened, timings, and any supporting evidence (photos, messages, venue notes). If you miss this window, we’ll still consider your complaint, but investigation may be harder and remedies may be limited.

11.2 Our investigation & response times.

We’ll acknowledge your email promptly and aim to provide a substantive response within 5 working days. Complex cases (e.g., third-party statements, CCTV/venue input) may take longer; if so, we’ll keep you updated.

11.3 Our duty to perform with reasonable care and skill.

We are legally required to supply services with reasonable care and skill. If we don’t, you’re entitled to appropriate remedies (see 11.4), taking into account what was reasonably achievable on the day, safety/legal constraints, and any factors outside our control (see Force Majeure).

11.4 Remedies (what we’ll do if we get it wrong).

Where we are at fault, remedies may include one or more of the following, as appropriate and proportionate:
a) Repeat performance / corrective action (where still possible—e.g., route adjustment, additional journey within the booked window);
b) Price reduction / partial refund for the affected portion of the service (pro-rata to the impact);
c) Full refund if you ended the contract before using the service due to our material breach or if no service was delivered (see 8.5).
Refunds are capped by the Liability clause and exclude consequential losses.

11.5 What isn’t a fault.

Delays or limitations caused by circumstances outside our reasonable control (e.g., police closures, severe traffic, extreme weather), unsafe or unsuitable access (low/soft ground, height/width limits), or missing/incorrect information from you (incorrect addresses, late passengers, lack of required child seats) are not our fault. We’ll act reasonably to mitigate, but Force Majeure or your obligations (Sections 7 and 9) may apply.

11.6 Reasonable opportunity to remedy.

You agree to give us a reasonable opportunity to put things right when issues arise. If you continue with the service after being offered a reasonable correction, your remedy will usually be a price reduction proportionate to any remaining shortfall, not termination, unless a statutory right applies.

11.7 Your statutory rights (summary).

Nothing in these terms affects your legal rights. Under the Consumer Rights Act 2015 (for services):

If a service is not carried out with reasonable care and skill, you can require repeat performance where possible, or a price reduction if not.

If a price wasn’t agreed beforehand, what you are asked to pay must be reasonable (this may apply to any extra time/mileage agreed on the day).

If a time wasn’t agreed, performance must be within a reasonable time (our bookings specify a date/time window).

11.8 Alternative dispute resolution.

If we cannot resolve a complaint, you may, if you wish, pursue ADR with an independent provider of your choice. We do not participate in a specific ADR scheme and are not obliged to engage in ADR, though we will consider reasonable proposals in good faith. This does not affect your right to go to court.

Summary of your key legal rights (Consumer Rights Act 2015)

This is a summary of your key legal rights for services. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website (www.adviceguide.org.uk) or call 03454 04 05 06.

Because your product is services, the Consumer Rights Act 2015 says:

If a service is not carried out with reasonable care and skill, you can ask us to repeat or fix it, or get some money back if we can’t fix it.

If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable (this may apply to any additional services requested on the day).

If you haven’t agreed a time beforehand, it must be carried out within a reasonable time. (Our bookings specify a specific date and time window.)

12Price and payment

What this means: the price shown on your quote/Booking Confirmation is what you pay. A Deposit secures the date; the balance is due before the event. No admin fee or card surcharge applies.

12.1 Where to find the price.

The price for your hire (“Total Price”) is the amount shown on our quote and confirmed in your Booking Confirmation. If there is any discrepancy, the Booking Confirmation prevails.

12.2 Pricing errors.

We use reasonable care to price correctly. If we discover an obvious pricing error before acceptance, we’ll contact you:

If the correct price is lower, you’ll pay the lower price.

If the correct price is higher, you may choose to proceed at the correct price or cancel for a full refund of any sums paid.
If an obvious misprice is discovered after acceptance (and it would reasonably have been recognised as a mistake), we may cancel and refund all sums paid.

12.3 Deposit (to secure the date).

A Deposit of 25% of the Total Price is due at booking (non-refundable after the 24-hour goodwill cooling-off in clause 8.1). For short-notice bookings made within 60 days of the hire date, the Total Price is payable at booking unless we agree otherwise in writing.

12.4 Balance and payment methods.

The Final Balance (Total Price minus Deposit) is due 60 days before the hire date. We accept bank transfer and major debit/credit cards. No admin fee or card surcharge is applied. Cash on the day may be accepted by prior written agreement only (ID and security checks may apply). If a payment falls due on a weekend/bank holiday, it should be received on the preceding working day.

12.5 Late payment.

If a sum is not paid by the due date, we may charge interest at 2% per annum above the Lloyds Bank plc base rate, accruing daily from the due date until paid (before or after judgment). We may also suspend or cancel the booking under 10.1.

12.6 Failure to pay.

If you do not pay the Deposit or Final Balance by the due date and do not respond to our reminder within 7 days, we may cancel the booking. In that case, the cancellation charges in 8.3 will apply as if you had cancelled on that date.

12.7 Disputed sums.

If you believe an amount is incorrect, please tell us promptly in writing. We will suspend interest on the disputed portion while we investigate. Interest (if any) will only apply to correctly invoiced amounts from the original due date.

12.8 How we calculate the price.

The price reflects the specific vehicle, itinerary, and service scope for your event, including fixed and variable elements (e.g., time window, planned mileage, driver hours, ribbons/presentation if stated). Overtime and/or extra-mileage charges may apply at the rates in 3.10 and as stated on your Booking Confirmation (see also 5.2 and 7.6).

12.9 What the price includes.

Unless your Booking Confirmation states otherwise, the Total Price includes:

The named vehicle and chauffeur for the agreed time window and itinerary;

Fuel and mileage up to the allowance stated on your Booking Confirmation;

Standard presentation (e.g., ribbons/flowers) if listed on your quote/confirmation.
If your requirements change and increase time/distance or add extra journeys, Supplementary Charges may be payable per 5.2 and the rates in 3.10.

12.10 VAT.

We are not VAT-registered. Prices are therefore not subject to VAT and no VAT will be charged or shown on invoices. If our VAT status changes in the future, VAT would apply only to new bookings made after the effective registration date; existing confirmed bookings would remain on a no-VAT basis unless required by law.

12.11 No admin fees or surcharges.

No card surcharges; an admin fee may apply only to the 24-hour goodwill cancellation in 8.1.

Defined terms (for clarity):

Final Balance – Total Price minus Deposit, due 60 days before the hire date.

Total Price – the overall amount payable for the booking as per your Booking Confirmation.

Deposit – 25% of the Total Price (non-refundable after 24h per 8.1).

13Our responsibility for loss or damage suffered by you

What this means: if we’re at fault, we’ll refund or reduce the price appropriately—but we don’t cover knock-on losses like photographer costs or loss of enjoyment. Your statutory rights still apply.

13.1 Liability cap (fees paid).

Except as set out in 13.2, our total liability to you for any loss or damage arising out of or in connection with this contract (whether in contract, tort—including negligence—statute, misrepresentation or otherwise) is limited to the total amount you have paid to us for the booking that gave rise to the claim.

13.2 What we do not exclude.

We do not exclude or limit liability where it would be unlawful to do so, including liability for:
a) death or personal injury caused by our negligence;
b) fraud or fraudulent misrepresentation; and
c) breach of your statutory rights in relation to services supplied with reasonable care and skill (see Section 11).

13.3 No liability for consequential/indirect losses.

We are not liable for indirect or consequential loss, including (without limitation) loss of enjoyment, emotional distress, loss of opportunity, loss of photography/videography value, wasted costs with other suppliers, accommodation or travel costs, or any business losses (loss of profit, revenue, contracts, goodwill or anticipated savings).

13.4 Events outside our control.

We are not responsible for delay or failure caused by events outside our reasonable control (see Section 9 – Force Majeure). Where performance is curtailed by such events, remedies are as set out in Sections 8 and 9 (e.g., pro-rata refunds for undelivered portions).

13.5 Mitigation and proportionate remedies.

Where we are at fault, your remedies are as set out in Sections 7, 8.5, and 11 (repeat performance where feasible, price reduction/partial refund, or refund if the contract ends before use). Any refund will be pro-rata to the impact and within the cap in 13.1.

13.6 Personal property.

We are not responsible for loss of or damage to personal items brought into the vehicle or left behind (see 4.11). Please check the vehicle before departure.

13.7 Access and safety constraints.

We are not liable for failure to deliver a precise doorstep pickup or photo stop where safe/legal access is not reasonably possible (e.g., height/width/ground-clearance limits, unmade roads, police closures). In such cases we will operate to the nearest safe point and this will be treated as proper performance.

13.8 Insurance recommendation.

Because wedding car hire is date-specific and knock-on costs can be significant, we strongly recommend that you take out wedding/event insurance to cover risks beyond the scope of our liability.

13.9 No third-party rights.

Only you and we have rights under this contract. No third party may enforce any term of it.

14Summary of the Hirer’s responsibility

What this means: you must give accurate details, stay reachable, pay on time, ensure safe access, and make sure everyone behaves safely in the vehicle.

14.1 Provide accurate information (see 7.2).

You must supply complete and accurate information in good time, including (as applicable):

Event-day primary contact mobile number;

Full itinerary with complete pickup/ceremony/reception addresses and postcodes, timings, and any photo stops;

Passenger numbers and seating needs;

Ages of any children and any mobility considerations;

Access/parking instructions and any venue rules or permits.
You must promptly update us if anything changes. We are not responsible for delay or non-performance caused by missing/incorrect information.

14.2 Pre-event confirmation & direct contact.

You must review and respond to our pre-event confirmation (typically 5–10 days before the event) and ensure we can reach you on the day. If issues arise, you must contact us immediately so we have a fair chance to put things right.

14.3 Payments on time (see 12 & 10).

You must pay the Deposit and Final Balance by the due dates. Failure to pay may result in cancellation and the cancellation charges in 8.3 may apply.

14.4 Passenger conduct & damage (see 4.9–4.10).

You are responsible for the behaviour of all passengers. Abuse, unsafe conduct, smoking/vaping, and damage/soiling are not permitted. You agree to pay valeting and repair costs where applicable (minimum £100 valeting for soiling).

14.5 Access, parking & safety (see 7.3).

You must ensure suitable access/egress and parking and arrange any permits or venue passes. If safe/legal access is not possible, service will be to the nearest safe point and time spent resolving access counts within the booked time.

14.6 Child seats & legal seating (see 7.8).

If child seats are required, you must provide and fit suitable, legally compliant seats unless we expressly agree otherwise in writing. Legal seating capacity and seatbelt rules must be followed; we may refuse carriage where compliance is not possible.

14.7 Timings & readiness.

You must ensure passengers are ready at the agreed times. Overruns due to late running, extended photography, or venue delays may require overtime at the published rate and may be declined if this risks later bookings.

14.8 Route requests (see 4.7).

We will consider requested routes, but if they add time/distance, extra charges may apply. Safety/legal constraints take priority.

14.9 Personal property (see 4.11).

You are responsible for your belongings. Please check the vehicle before departure; we are not liable for items lost, left behind, or damaged unless caused by our negligence.

14.10 Alcohol, food & drink (see 4.6 & 4.14).

No smoking/vaping. Food and drink only by prior agreement. Any permitted beverages must comply with law and safety; we may decline at our discretion.

14.11 Insurance.

We strongly recommend arranging wedding/event insurance to cover risks and consequential costs outside our liability scope.

15How we will use your personal information

15.1 Data controller & policy.

We (BB Wedding Cars & Events Ltd) are the data controller for personal data you provide. We process your data in accordance with our Privacy Policy (UK GDPR/Data Protection Act 2018). Please read it carefully—it forms part of this contract.

15.2 What we collect & why (lawful bases).

We collect contact details, event itinerary, passenger names/numbers, access notes, and payment details to perform this contract (lawful basis: contract). We may also record communications and incident reports for legitimate interests (service quality, safety, dispute resolution). Where required by law (e.g., AML, fraud checks), we may process data under legal obligation. We will only send marketing with your consent (you can withdraw any time).

15.3 Who we share data with.

We share only what’s necessary with:

Our chauffeurs/subcontracted drivers and operational staff (to deliver the booking);

Payment processors and our accountants (to take and reconcile payments);

Venues or site contacts where essential for access/permits;

Insurers, legal advisers, the police or regulators where required or permitted by law.
We do not sell your data.

15.4 International transfers.

We do not routinely transfer personal data outside the UK. If a transfer is necessary (e.g., cloud services), we will ensure appropriate safeguards (UK IDTA/Standard Contractual Clauses).

15.5 Retention.

Booking records and related communications are retained for up to 7 years (accounting/legal purposes). Incident records may be kept longer where reasonably necessary. Marketing data is kept until you opt out.

15.6 Your rights.

You have rights to access, rectify, erase, restrict, object, and data portability, and to withdraw consent for marketing at any time. You can also complain to the ICO (ico.org.uk). Please contact us first so we can help resolve any concerns.

15.7 Photos & promotional use (privacy alignment).

We may create and process images of our vehicle at your event:

Requests, objections, or takedowns: email support@bbweddingcarhire.co.uk with details (URL/screenshot). We aim to action within 5 working days.

Our lawful basis for non-identifiable imagery (vehicle-only or where people are not identifiable) is legitimate interests (showcasing our services). You may opt out of any photography by telling us in writing before the event.

Our lawful basis for images where an individual is identifiable is consent. We will not publish such images without prior consent, and you may withdraw consent at any time; we will remove the image within a reasonable time.

15.8 Contact for privacy matters.

Email: support@bbweddingcarhire.co.uk (Subject: “Data Protection”)
Post: BB Wedding Cars & Events Ltd, 40 Knowl Rd, Mirfield, WF14 8DJ, UK

16Other important terms

16.1 Our right to transfer.

We may assign or transfer our rights and/or obligations under this contract (for example, to a successor business) or appoint a suitable subcontractor/chauffeur to help deliver the service. We will notify you in writing and will ensure that your contractual rights are not adversely affected.

16.2 Your right to transfer.

You may transfer your rights or obligations under this contract to another person only with our prior written consent (see also clause 5.4 on transferring a booking). We will not unreasonably withhold consent.

16.3 No third-party rights.

This contract is between you and us. No other person has the right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

16.4 Severability.

Each clause operates separately. If any clause (or part of a clause) is held unlawful or unenforceable by a court or competent authority, the remaining clauses continue in full force and effect.

16.5 No waiver.

If we delay in enforcing this contract or decide not to enforce it immediately, we can still enforce it later. For example, if you miss a payment and we do not chase you straight away, we can still require you to make the payment at a later date and/or exercise our other rights.

16.6 Governing law & jurisdiction.

These terms are governed by the laws of England and Wales. You may bring legal proceedings in the courts of England and Wales. If you live in Scotland, you may bring proceedings in Scotland or England and Wales. If you live in Northern Ireland, you may bring proceedings in Northern Ireland or England and Wales.

16.7 Alternative dispute resolution (ADR).

If we cannot resolve a complaint, you may, if you wish, pursue ADR with an independent provider of your choice. We do not currently participate in any ADR scheme and are not obliged to engage in ADR, though we will consider reasonable proposals in good faith. This does not affect your right to issue court proceedings. Free consumer guidance is available from Citizens Advice.

16.8 Intellectual property & copyright.

All content we create or supply in connection with our services or website (including text, images, photographs, templates and code) is protected by copyright and related rights. You must not copy, distribute, rent, lend, adapt, perform, show, or publish our content (including posting it on the internet) without our prior written permission, except where permitted by law. See: www.gov.uk/copyright/overview.

16.9 Fairness & CMA guidance.

We aim to ensure these terms are fair and transparent for consumers and align with guidance from the Competition and Markets Authority (CMA). If any provision appears unfair, unclear, or inconsistent with consumer law, it will be interpreted to achieve a fair balance between you and us or, where necessary, treated as ineffective to the minimum extent required, without affecting the remainder of the contract. We review these terms periodically in light of CMA guidance.

17Health, safety & public-health measures

17.1 Policy and guidance.

We operate in line with applicable UK law and any public-health guidance in force at the time of your event (e.g., UKHSA, Department for Transport, local authority, or venue rules). Where guidance is advisory, we will apply it reasonably with safety as our priority.

17.2 Measures we may implement.

To protect passengers and staff, we may introduce proportionate measures, which can include (without limitation):

Enhanced cleaning and ventilation routines;

Requesting use of hand sanitiser on entry;

Face coverings where legally required or reasonably advised for close contact;

Seating/ capacity adjustments to enable reasonable distancing where required or prudent;

Asking windows to be opened slightly to improve airflow;

Minimising close contact and handling of items (e.g., luggage assistance only where safe).

17.3 Your responsibilities.

You agree to:

Follow any lawful and reasonable instructions from our chauffeur relating to health and safety;

Ensure passengers are fit to travel and do not knowingly travel while subject to legal isolation/quarantine restrictions;

Inform us as soon as practicable if you become aware of any material health risk relevant to the booking (e.g., a requirement for special measures at the venue).

17.4 Capacity and itinerary impacts.

If a legal requirement or credible public-health guidance necessitates a temporary reduction in capacity, seating changes, or minor timetable adjustments, we will discuss options with you (e.g., additional shuttle trips, revised routes). Extra time/mileage, if requested by you, may be chargeable at the rates in 3.10 and as stated on your Booking Confirmation.

17.5 Refusal of carriage (objective safety grounds; no discrimination).

We may refuse carriage or require a passenger to leave the vehicle only where we have reasonable grounds to believe that the person:

a) poses an immediate health or safety risk to others or the chauffeur (for example, visibly violent, seriously unwell in a way that creates a clear risk under prevailing public-health guidance, or persistently refusing lawful and reasonable safety instructions); or
b) is subject to a legal restriction that prevents travel (e.g., a lawful isolation/quarantine requirement); or
c) would cause the journey to breach law or regulation (including licensing or public-health orders).

Any decision will be objective, proportionate, and must not be based on protected characteristics under the Equality Act 2010 (such as disability, pregnancy/maternity, race, religion or belief, sex, sexual orientation, age, or gender reassignment). Where practicable, the chauffeur will explain the reason for refusal and any reasonable alternative (e.g., waiting for a replacement escort, adjusting seating, extra ventilation).

If refusal occurs for the reasons above, it will be treated as a hirer-side issue unless we are at fault. Refunds/price adjustments will follow these terms (e.g., pro-rata where part of the service has been delivered under Sections 7–9). We will record the reason for refusal on our job log for transparency.

17.6 Changes, cancellations and refunds.

If law/regulation prevents us from delivering all or part of the service, Force Majeure (Section 9) applies (pro-rata refunds where appropriate).

If you elect to change or cancel due to public-health concerns not mandated by law, Section 8 (your cancellations) applies.

If we must make material changes for safety that you reasonably do not accept, your rights under 6.2 and 8.5 apply.

17.7 Venue or third-party rules.

Where a venue or third party imposes additional health/safety conditions, you must ensure your party complies. If those conditions prevent us from operating as planned, we will perform what is reasonably achievable and safe; any undelivered portion will be treated per Sections 7, 8 and 9.