Overview
At Phantomshire, we are committed to delivering a premium travel experience with professionalism, reliability, and transparency. These Terms & Conditions outline the agreement between Phantomshire (referred to as “the Company”) and the Client (you, the customer) regarding vehicle hire services. This includes details on bookings, payments, cancellations, vehicle availability, client responsibilities, and more. By confirming a booking with us, you acknowledge and accept the terms set out below. Our goal is to ensure a smooth, safe, and stress-free journey, backed by clear communication and customer-first policies.
Booking Process
Clients may request a quotation through our website or contact us via telephone for an instant quote. We will respond by phone or email with a quote based on the provided details. If the Client wishes to proceed, pricing and payment methods will be agreed upon. A confirmation can be sent via email upon request.
Reservations can be finalized using our secure online booking system. All credit card transactions are processed via the Lloyds TSB CardNet secure payment system, ensuring client data is never stored or accessed by the Company.
Payment Terms
Payment methods include:
- Cash payment: Full amount paid to the chauffeur upon completion.
- Deposit option: A deposit must be paid at least 10 days before the booking date via our secure system. The remaining balance is due in cash on the day of service.
- Pre-payment option: Full payment made at least 48 hours before the service date via our secure system
All prices are exclusive of UK VAT, which is charged at 20%. Credit card payments do not incur any additional surcharge. Charges will appear on your bank statement as “PhantomsHire”.
Changes & Additional Charges.
Any variation to the originally agreed journey (in terms of distance or time) may incur additional charges. These include, but are not limited to:
- Additional waiting time
- Parking fees
- Route changes requested by the Client
Vehicle Availability & Substitution
While we strive to provide the specific vehicle and chauffeur as booked, we reserve the right to substitute a comparable vehicle or driver if required due to unforeseen circumstances. For multi-day hires, the same vehicle and driver will be provided whenever possible, though substitutions may occur due to service needs.
Cancellation & Refund Policy
- No-Show or Late Cancellation: If a Client fails to appear or cancels within 72 hours of the scheduled hire, all payments made will be non-refundable.
- Early Cancellation: Cancellations made more than 72 hours in advance will receive a 50% refund of the full payment, excluding deposits, which are non-refundable.
- VIP Fleet Bookings: Due to limited availability, all deposits are strictly non-refundable. Once a VIP vehicle is booked, all conflicting requests are declined to secure your booking exclusively.
This no-refund policy applies to all wedding and VIP car reservations.
Responsibilities, Conduct & Insurance
Phantomshire makes every reasonable effort to ensure punctual arrivals and timely service; however, we cannot be held liable for delays caused by circumstances beyond our control, such as traffic congestion, adverse weather, or road closures. While all our vehicles are fully insured in accordance with UK law, clients are advised that personal belongings are transported at their own risk, and the Company accepts no responsibility for any loss or damage. A strict non-smoking policy is enforced across all vehicles. We also reserve the right to refuse service to any individual who appears to be under the influence of alcohol or drugs, or whose behaviour may endanger the safety of the chauffeur, the vehicle, or other passengers. In the event of any damage to the vehicle, including cleaning required due to spillages or illness, the full cost of repair or valeting will be charged to the Client.