Terms and Conditions

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Chauffeur Services provided by Lanz CTS

In accordance with the Private Hire Vehicles (London) Act 1998, LANZ CTS Chauffeured Travel Solutions Ltd. is a licensed Private Hire Vehicle (PHV) operator by the licensing authority Transport For London (TFL). By making a private hire booking with LANZ CTS Chauffeured Travel Solutions Ltd. you, the person making the private hire booking, agree to the following terms and conditions of service;


The person making the private hire booking (Client/Passenger) refers to any individual or business for whom a chauffeur-driven licensed PHV is supplied by LANZ CTS Chauffeured Travel Solutions Ltd. The chauffeur refers to the licensed private hire driver supplied by LANZ CTS Chauffeured Travel Solutions Ltd. in a licensed PHV for the purpose of the transportation of the passengers for hire or reward for/on behalf of the person making a private hire booking.

LANZ CTS Chaufeurred Travel Solutions Ltd only accepts private hire booking requests directly from the person making the private hire booking (Client/Passenger), our chauffeurs are not licensed and authorised to accept and/or process booking requests. Please only book via email reservations@lanzcts.com or telephone 020 8571 9457 / 020 8123 8337

The contract for all bookings is between the person making the private hire booking (Client/Passenger) and LANZ CTS Chauffeured Travel Solutions Ltd.

LANZ CTS Chauffeured Travel Solutions Ltd is solely responsible for accepting the booking and providing transportation services.


LANZ CTS Chauffeured Travel Solutions Ltd and any chauffeur-driven PHV provided are insured to carry out private hire bookings and for public liability. This does not cover uninsured losses which would ordinarily be covered by travel insurance, nor does it cover the passenger’s personal property or possessions. LANZ CTS Chauffeured Travel Solutions Ltd does not accept liability for damage or loss caused by theft or damage to the property of the passenger.

App Usage and Restrictions

The app is provided for your personal and commercial use only. You agree not to use the app for any unlawful purpose, infringe on any third party’s rights, or breach applicable regulations or codes of conduct. Misuse of the app may result in suspension or termination of your access.

Your privacy is important to us. We comply with data protection laws. Personal data collected through the app is used solely for providing and improving our services. We implement robust security measures to protect your data from unauthorized access. Learn more about how we use and protect your data in the Privacy Policy section.

Users are required to register for an account to access certain features of the app. You are responsible for maintaining the confidentiality of your account information and all activities under your account.

We adhere to all local transportation laws and regulations, including those of Transport for London. Our services are designed to meet the standards and requirements of local authorities.

While we endeavour to ensure that the information on the app is correct, we do not warrant its completeness or accuracy. We shall not be liable for any disruptions, delays, or other damages arising from the use of the app


Smoking is not permitted by law in any public service vehicle. Smoking is therefore not permitted inside the PHV supplied by LANZ CTS Chauffeured Travel Solutions Ltd. No smoking signs are displayed within the PHV passenger compartment. The Chauffeur should be advised if a passenger wishes to smoke, whereupon the chauffeur will find a safe and legal place to park at the earliest opportunity. The passenger shall then exit the PHV in order to smoke.


UK law requires that all children travelling in vehicles use the correct child restraint until they are either 135cm in height or have reached the age of 12 years, whichever is sooner. Whereupon a child seat or booster seat is required to be provided this should be notified at the time the booking is made. The Chauffeur may refuse to carry any child not secured correctly and a booking cancellation fee may apply. A fee may be charged if the PHV is unable to undertake a previous or subsequent booking as a result of space being taken up by the child seat. The parent or passenger responsible for the child remains responsible for the safety of the child at all times.


LANZ CTS Chauffeured Travel Solutions Ltd. does not accept liability for any delays caused, including but not limited to adverse weather, traffic conditions, road traffic accidents, driver illness, acts of God, road works, strike action or as a result of action taken to comply with the direct instructions given by a police officer. Nor is liability accepted for any delays caused by actions taken or decisions made by the chauffeur including but not limited to maintaining the safe and legal operation of the vehicle along a route judged in good faith to be the most appropriate given the conditions or delays caused by any instructions given by any passenger expressing a preference for a particular route or for any delay otherwise caused by the passenger howsoever arising.

Route Selection

Route selection is entirely at the discretion of the Chauffeur who will use reasonable endeavours to take the most appropriate route with due regard to comfort, safety and the expected duration of any journey. The route taken may not necessarily be the shortest route. The passenger may express a preference over a particular route but this should be done prior to the commencement of the journey. The passenger should be aware that additional mileage or time charges may apply if an expressed preferred route results in more miles being driven or time taken than was initially quoted.

Carriage of Firearms

Firearms can only be carried when accompanied by the registered holder of a firearms certificate. Please specify at the time the booking is made if firearms will be carried. The passenger carrying the firearm MUST have a valid firearm certificate available for inspection by the chauffeur. Chauffeurs who are holders of a firearms certificate are available on request subject to availability. Right to travel may be refused by the chauffeur and Cancellation Fees may apply if the passenger wishes to transport a firearm but does not have a valid firearm certificate available for inspection at the time of the booking.


The number and size of any pieces of luggage required to be carried should be advised at the time the booking is made. The Chauffeur may refuse to carry any excess luggage which does not in the opinion of the Chauffeur fit safely in the rear luggage compartment or boot of the PHV. Briefcases and attaché cases are permitted within the passenger compartment but passengers shall exercise care with regard to the interior fittings, veneered surfaces and leather seats and surfaces such that no damage is caused. Please refer to the Damage paragraph below for further information.

Number of passengers

The number of passengers should be advised at the time of booking. The Chauffeur will refuse the right to travel for any more passengers than the vehicle is licensed & insured for as indicated by the number of passenger seatbelts in the PHV. For the usual luxury saloon/sedan vehicles this is a maximum of 3 or 4 passengers. For the luxury people carrier / MPV / SUV vehicles, this may be 5, 6 or 7 passengers.


All hires are calculated as commenced and finished at the client’s pick-up address and not at our garage. Therefore, LANZ CTS Chauffeured Travel Solutions do not charge any running/dead time to and from its garage. For any required collection time and location, the booking and hence charges will commence prior to the required collection time to an extent as required in order for the PHV to reach the required collection location around 15 minutes BEFORE the collection time. Similarly, the booking and hence charges cease once the PHV has returned to the original pick-up address. The minimum charge for Hourly Booking is based on an 8-hour hire. Any quoted price of hire made is subject to variation LANZ CTS Chauffeured Travel Solutions Ltd at which point the requirements in time or mileage of the booking vary from those initially indicated as required or expected.

Incurred Expenses

Incurred expenses will be recharged at cost. These include but are not limited to Road Tolls, Bridge Tolls and Parking charges. Wherever possible, the Chauffeur will use reasonable endeavours to minimise parking charges incurred without compromising the optimum performance of his duties. A network of digital CCTV monitoring cameras, mobile CCTV traffic enforcement vehicles and Civil Enforcement Officers on foot, bicycles, mopeds and motor vehicles, all monitor London’s roads actively and will issue Penalty Charge Notices to vehicles parked in contravention of parking regulations. The Chauffeur will not be able to wait outside / at any location in London for any more time than is necessary to setdown or collect passengers from the pavement without being liable to incur a Penalty Charge unless parked in a parking pay where parking has been paid for. Any Penalty Charge incurred as a result of compliance by the Chauffeur to direct instruction from the passenger will result in the charge being added to the booking charges.

Cancellation Policy

Cancellation Fees are payable on any bookings which are cancelled within 24 hrs of the booked time. A 10% deposit is non-refundable for wedding bookings. If a passenger is unable to locate the Chauffeur at the booked time they should call either the mobile/cell number of the Chauffeur allocated to their booking or the office number. Any ‘no show’, or failure to use the PHV as booked in full without notifying LANZ CTS Chauffeured Travel Solutions Ltd. no less than 24 hours prior to the booked time, will result in a cancellation fee chargeable to the extent of the booking in full, up to a daily limit of 8 hours at the full hourly rate.


Gratuities are NOT automatically added to the charges made for the booking. The suggested gratuity is 15-20% of the booking value and may be given directly to the Chauffeur or LANZ CTS Chauffeured Travel Solutions Ltd. may be advised to add the gratuity to the booking charges. If the gratuity is to be added to the booking charges the Chauffeur or LANZ CTS Chauffeured Travel Solutions Ltd. should be advised of this at the end of the booking.


The Client agrees to indemnify LANZ CTS Chauffeured Travel Solutions Ltd. for any damage/soiling caused to the PHV by them the Passenger or any member of their party during the period of hire. Normal soiling to the carpets and/or over-mats caused by dirt or water from the soles of footwear is not classed as damage/soiling herein. The opening and closing of doors is the chauffeurs’ responsibility. The passenger agrees that if the passenger chooses to open their own door, the passenger will be liable for any damage caused either to the PHV or to any other third parties affected and responsibility will be declared to the chauffeur and third parties affected at the time of the incident. A charge may be made for the downtime suffered if the PHV is rendered out of service for valeting or repairs, charged at the hourly rate.

Lost Property

LANZ CTS Chauffeured Travel Solutions Ltd. keeps records of lost property found in any PHV and reasonable steps will be made to reunite lost property with its rightful owner. Any passenger who believes they may have lost any property in any PHV supplied by LANZ CTS Chauffeured Travel Solutions Ltd. should immediately notify LANZ CTS Chauffeured Travel Solutions Ltd. of such as soon as possible. The chauffeur will usually check the vehicle for any lost property at the final destination of the booking and notify the passenger immediately if such is found. Whereupon lost property is not found at the final destination, nor subsequently, no liability will be accepted for the subsequent loss, distress or hardship caused.

Non-Disclosure/Confidentiality Agreements

If it is required that a non-disclosure or confidentiality agreement be signed, a copy should be forwarded to LANZ CTS Chauffeured Travel Solutions Ltd. at the time the booking is made and/or with sufficient time to do so in advance of the commencement of the booking. The Chauffeur should not be presented with a document to sign when the booking is about to commence unless sufficient time is allowed for the Chauffeur to carefully read any such document in full and be comfortable with the terms therein prior to signing. The Chauffeur is under no obligation to sign a confidentiality agreement if he disagrees with the terms therein.


If at any time the passenger is unhappy with the service received any complaints should be made by the passenger in writing to LANZ CTS Chauffeured Travel Solutions Ltd. The matter will be investigated and LANZ CTS Chauffeured Travel Solutions Ltd. will seek to provide a written response to the Client within 14 days of receipt of the written complaint. If the passenger remains dissatisfied with the response, a formal complaint may be made to Transport for London (TfL) stating the nature of the complaint, the time and date of the booking, the name of the Operator (LANZ CTS Chauffeured Travel Solutions Ltd) and the name of the chauffeur supplied. There are several channels available for customers to contact Transport For London, as follow: by phone 0343 222 1234, online: www.tfl.gov.uk/contact, TextPhone: 0800 112 3456, post: TfL Customer Services, 9th Floor, 5 Endeavour Square, London, E20 1JN.

Entire Agreement

The person making the private hire booking acknowledges that, in agreeing to these terms and conditions, it has not relied on, and shall have no right or remedy in respect of any statement, representation, assurance or warranty (whether made negligently or innocently) other than as expressly set out in these terms and conditions.

The Law

These terms and conditions are to be construed in accordance with relevant current laws of England and Wales and submit to the jurisdiction of the courts of England and Wales.


LANZ CTS Chauffeured Travel Solutions Ltd.

85 Great Portland Street,



+44 2085719457


T&C Revised in June 2024

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1st Floor 85 Great Portland Street London W1W 7LT

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