Terms & Conditions

• Syon, Syon Executive, we, us — the business identified in Operator Information.
• Customer, you — the person requesting or purchasing the service and, where relevant, the person responsible for the passengers covered by the booking.
• Passenger — any person travelling under the booking.
• Provider — a third-party private-hire operator, chauffeur provider, security provider, guide, attraction, concierge provider or other supplier used to deliver part of the requested arrangement.
• Transport Provider — the appropriately licensed private-hire operator that accepts and provides a regulated private-hire journey.
• Booking Confirmation — the written confirmation setting out the agreed service.

Syon Executive coordinates private travel requirements including chauffeur transport enquiries, airport transfers, private tours, corporate travel, concierge arrangements and security requirements.

Where a journey constitutes regulated private-hire transport and Syon Executive is not itself shown in Operator Information as holding the relevant operator licence, that transport is accepted and provided by an appropriately licensed private-hire operator.

The relevant provider may have regulatory obligations and terms that apply to the transport it performs. Where applicable, the identity of the provider will be supplied as part of the booking process or confirmation.

For regulated close-protection and security services, appropriately licensed SIA professionals and providers are used.

Website prices marked “from” are indicative starting prices only.

A personalised quotation is based on the information supplied, including dates, timings, collection points, destinations, passenger numbers, luggage, vehicle class and any additional services.

A quotation does not confirm availability until the booking has been accepted and confirmed in writing. Unless the quotation states otherwise, it may be withdrawn or amended before confirmation if availability, supplier cost or the requested itinerary changes.

An enquiry or quote request is not itself a confirmed booking.

A booking is confirmed only when:

• the itinerary or service has been agreed;
• any required payment or deposit has been received, or corporate credit terms approved; and
• written confirmation has been issued by Syon and/or the relevant licensed provider entity as appropriate.

Your booking confirmation will state what is included in the quoted price.

Where Syon advertises or confirms a fixed price, the confirmed price will not change merely because ordinary traffic conditions change. Waiting time, parking and congestion charges applicable to your journey are made clear in advance.

Additional charges may arise, where disclosed and appropriate, for:

• significant customer-requested route changes
• extra stops not originally quoted
• extended waiting
• additional hours or mileage
• parking, tolls and airport charges
• ferry or Eurotunnel costs
• chauffeur accommodation for overnight assignments
• third-party tickets
• requested upgrades
• cleaning or damage
• other material additions requested after confirmation

Unless corporate account terms have been agreed, payment or an agreed deposit may be required before the service begins.

The payment amount and due date will appear in the quotation or confirmation. Corporate accounts may be invoiced under separately agreed payment terms.

Payments must be made using an accepted payment method notified during booking. No surcharge is applied to UK consumer card payments where a surcharge would be prohibited by law.

Syon quotes vehicle classes rather than guaranteeing a particular registration, year, colour, specification or exact model unless expressly agreed in writing.

• Executive — Mercedes E-Class or equivalent
• First Class — Mercedes S-Class / BMW 7 Series or equivalent
• Luxury SUV — Range Rover or equivalent
• Group — Mercedes V-Class or equivalent
• Premium Electric — luxury EV or equivalent
• Larger groups — executive minibus or coach arranged

Where necessary for operational reasons, an equivalent or higher-standard vehicle may be substituted.

Passenger and luggage capacities are guides and depend on the exact vehicle, case dimensions and passenger requirements. Customers must provide accurate luggage information.

Drivers must comply with road traffic laws, licensing requirements and safe driving standards. A passenger may not require a chauffeur to speed, park illegally, overload a vehicle or act unlawfully.

Seat belts must be used where required.

The number of passengers must not exceed the vehicle’s lawful or licensed capacity.

Child seats can be arranged on request. Please tell us the child’s age and requirements when booking so a suitable arrangement can be confirmed.

Where a valid flight number is provided, flights may be monitored to help coordinate airport collection. Customers must provide accurate flight information.

Flight delays do not automatically constitute a customer no-show.

Any complimentary airport waiting period and subsequent waiting charge applicable to your booking will be stated in the quotation or confirmation.

Waiting-time allowances and charges vary by booking type and will be made clear in the quotation or confirmation where applicable.

If a passenger is likely to be delayed, they should contact Syon as soon as possible.

We will try to accommodate reasonable changes, subject to vehicle, chauffeur and supplier availability. Material changes may alter the quotation. Examples include:

• a new destination
• substantial extra mileage
• additional stops
• additional passengers requiring another or larger vehicle
• significantly extended hire time
• changing the service date
• adding an overnight requirement

Passengers must:

• behave lawfully and respectfully
• follow reasonable safety instructions
• not smoke or vape where prohibited
• not carry illegal substances
• not intentionally damage the vehicle
• not create an unsafe situation
• not exceed passenger capacity

A chauffeur or provider may refuse or end a journey where a passenger’s conduct creates a genuine safety, legal or serious welfare risk.

The customer may be charged the reasonable cost of repairing damage or undertaking specialist cleaning caused by a passenger beyond normal wear and tear.

Where a vehicle is materially taken out of service because of such damage, reasonable demonstrable losses may also be recoverable where permitted by law.

Passengers are responsible for ensuring that the booked vehicle has sufficient capacity for their luggage. Please tell us about unusually large, valuable or specialist items before travel.

Passengers should check the vehicle for belongings when leaving. We will make reasonable efforts to reunite found property with its owner.

Pets must normally be declared before booking so a suitable arrangement can be confirmed.

Nothing in these terms limits legal rights relating to recognised assistance dogs.

Unless specifically stated otherwise:

• chauffeur transport does not mean the chauffeur is a professional tour guide;
• attraction and event tickets are not included;
• guides and interpreters are separate arrangements;
• opening hours and attraction access are controlled by third parties.

Where tickets or reservations are purchased specifically for the customer, third-party cancellation and refund terms may apply.

Restaurant, event, shopping, guide and other concierge requests remain subject to third-party availability. Syon does not guarantee admission, tickets, reservations or preferential access until confirmed.

Chauffeur services and regulated close protection are distinct services.

Regulated security and close-protection services are fulfilled by appropriately SIA-licensed professionals and providers.

Security requirements may require a separate scope, risk assessment, personnel plan and cancellation or payment terms.

We plan journeys using the information available at the time. London traffic, road closures, weather, security restrictions, accidents, public events, airport disruption and other circumstances may affect journey duration.

Syon and providers will take reasonable steps to perform the confirmed service but cannot guarantee an arrival time where disruption is outside reasonable control.

If a confirmed vehicle becomes unavailable because of breakdown, accident or another operational issue, reasonable efforts will be made to provide an equivalent replacement or alternative solution.

If the confirmed service cannot reasonably be provided, any refund entitlement will be determined by the part of the service affected and your statutory rights.

Neither party is responsible for failure to perform caused by circumstances genuinely outside its reasonable control, including severe weather, road closure, civil emergency, strike, airport closure, a major security incident, government restriction or natural disaster.

This clause does not apply to problems actually caused by negligence.

Our Cancellation Policy forms part of these Terms.

Where a specific written quotation has special cancellation terms — for example for multiple vehicles, a major event, a tour, a specialist vehicle, an overnight booking, security staff, third-party tickets or a multi-day assignment — those terms will be clearly disclosed before confirmation and may override the general cancellation schedule.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights that cannot be excluded.

Subject to those protections, neither party will be responsible for losses that were not reasonably foreseeable when the booking was made.

For business customers, additional limitations may be contained in separately negotiated corporate terms.

Corporate and family-office customers may enter separate account, credit, service-level or programme terms. Where expressly agreed in writing, those terms take priority over these standard terms to the extent of any inconsistency.

We take service problems seriously.

Please contact us as soon as reasonably possible after the service so the issue can be investigated while information remains available.

booking@syonexecutive.com · +44 7542 902634

A person who is not a party to the agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms, except where the law or the relevant provider arrangements require otherwise.

These terms are governed by the law of England and Wales.

If you are a consumer, you retain any mandatory rights to bring proceedings in another UK jurisdiction where applicable.

For business customers, the courts of England and Wales will have exclusive jurisdiction unless otherwise agreed.