Terms and Conditions
- Chauffeur Services are provided by LANZ CTS
1.1 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).
1.2 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.
1.3 These Terms and Conditions apply to LANZ CTS Chauffeured Travel Solutions Ltd. and to all services offered under any current or future trading names operated by the Company.
- Definitions
2.1 “Company” refers to LANZ CTS Chauffeured Travel Solutions Ltd. and to any trading names operated by the Company.
2.2 “Customer” refers to the individual, company, or organisation making the Booking with the Company and responsible for payment of all charges associated with the Service.
2.3 “Passenger” refers to any individual travelling in a PHV supplied by the Company under a confirmed Booking.
2.4 “Chauffeur” refers to the licensed private hire driver supplied by LANZ CTS Chauffeured Travel Solutions Ltd.
2.5 “PHV” refers to a Private Hire Vehicle supplied by the Company to carry passengers under a confirmed Booking.
2.6 “Booking” refers to any confirmed reservation made with the Company.
2.7 “Service” refers to any chauffeur-driven private hire transportation provided by the Company.
2.8 The “Customer” and the “Passenger” may be the same individual, company, or organisation.
2.9 The “Customer” is responsible for ensuring that all “Passengers” travelling under the Booking comply with these Terms and Conditions.
- Bookings & Contract Formation
3.1 LANZ CTS Chauffeured Travel Solutions Ltd only accepts private hire booking requests directly from the Customer.
3.2 Chauffeurs are not licensed or authorised to accept and/or process booking requests.
3.3 Bookings must be made via one of the following approved channels:
(a) Email: reservations@lanzcts.com
(b) Telephone: +44 (0) 20 8123 8337
(c) Website: “Reserve Your Chauffeur” section on the Company website
3.4 The contract for all bookings is between the Customer and LANZ CTS Chauffeured Travel Solutions Ltd.
3.5 LANZ CTS Chauffeured Travel Solutions Ltd. is solely responsible for accepting the booking and providing transportation services.
- Insurance
4.1 LANZ CTS Chauffeured Travel Solutions Ltd and any chauffeur-driven PHV provided are insured to carry out private hire bookings and for public liability.
4.2 This does not cover uninsured losses which would ordinarily be covered by travel insurance.
4.3 This does not cover the passenger’s personal property or possessions.
4.4 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.
- Pricing & Charges
5.1 All services are quoted on a bespoke basis according to the details provided at the time of booking.
5.2 The Company operates a transparent pricing structure.
5.3 Unless otherwise stated, the confirmed booking price is fully inclusive, meaning the price quoted is the price payable for the agreed journey, vehicle, and Service.
5.4 Prices include all reasonably foreseeable operational costs associated with the agreed Service, including parking, congestion charges, tolls, and similar standard costs.
5.5 Vehicles are normally scheduled to arrive approximately 15 minutes prior to the scheduled pickup time where operationally possible.
5.6 The minimum charge for hourly bookings is based on a minimum two-hour hire.
5.7 Additional charges may apply where booking details change or services extend beyond the original booking.
- Incurred Expenses
6.1 All quoted prices are fully inclusive of standard operational costs associated with the agreed Service.
6.2 Additional charges may apply only where costs arise that were not included in the original quotation due to:
(a) Changes to pickup or destination
(b) Additional stops
(c) Route changes requested
(d) Service extensions
(e) Waiting time exceeding included allowances
6.3 Where a Penalty Charge Notice or similar fine is incurred as a direct result of Passenger instructions, the cost of such penalty may be added to the booking charges.
6.4 The Chauffeur will use reasonable endeavours to minimise operational costs without compromising safety or service quality.
- Payment Processing & Methods
7.1 Full payment is required in advance unless otherwise agreed in writing.
7.2 Payments may be made using approved methods including:
(a) Secure website payment
(b) Payment links
(c) Bank transfer
(d) Invoice payment
7.3 Online card payments are processed using authorised third-party provider Stripe.
7.4 Payment card details are securely stored by Stripe in accordance with applicable security and data protection standards.
7.5 By providing payment details and confirming a booking, the Customer authorises the Company to charge the payment method provided for:
(a) Confirmed booking charges
(b) Waiting time
(c) Booking amendments
(d) Additional services
(e) Damage or cleaning
(f) No-show charges
7.6 The Company reserves the right to suspend or cancel bookings where payment has not been received.
- Waiting Time
8.1 Complimentary waiting time allowances apply as follows:
(a) Commercial Airports: 60 minutes
(b) Private Airports FBOs: 30 minutes
(c) Train Stations: 30 minutes
(d) Cruise Ports: 30 minutes
(e) Heliports: 30 minutes
(f) All Other Pickups: 15 minutes
8.2 Waiting time allowances apply only where accurate arrival details are provided at the time of booking.
8.3 Where waiting time exceeds the included allowance, additional waiting time may be charged at the applicable hourly rate.
- Arrival Monitoring
9.1 Where arrival details such as flight number, train number, or equivalent transport information are provided at the time of booking, the Company will use reasonable endeavours to monitor the arrival status and adjust the pickup time accordingly.
9.2 Where arrival details are not provided, waiting time shall commence from the originally scheduled pickup time.
9.3 The Company shall not be responsible for delays caused by incorrect, incomplete, or missing arrival information provided by the Customer.
- Cancellation Policy
10.1 Standard bookings may be cancelled without charge where cancellation is made at least 24 hours prior to the scheduled pickup time.
10.2 Where cancellation occurs less than 24 hours before the scheduled pickup time, the full booking charge shall apply.
10.3 Certain bookings may be subject to alternative cancellation terms depending on the nature of the service.
10.4 Where alternative cancellation terms apply, these will be clearly communicated at the time of quotation or booking confirmation.
- No-Show Policy
11.1 A booking shall be considered a No-Show where:
(a) The included waiting time has expired; and
(b) Reasonable attempts to contact the Passenger or Customer have been unsuccessful.
11.2 In the event of a No-Show, the full booking charge shall apply.
11.3 If the Passenger is unable to locate the Chauffeur at the scheduled pickup location, the Passenger must contact the Company using the contact details provided.
- Passenger Responsibilities
12.1 The Company is always happy to advise Customers regarding recommended pickup times, particularly for airport, train station, cruise port, heliport, and other time-sensitive journeys.
12.2 Where requested, the Company will use reasonable efforts to recommend pickup times that allow sufficient time to reach the destination.
12.3 Final responsibility for selecting the requested pickup time remains with the Customer.
12.4 The Company shall not be responsible for missed flights, trains, meetings, or events where insufficient journey time has been allowed by the Customer.
12.5 Where waiting time exceeds the included allowance, additional waiting time may be chargeable.
- Route Selection
13.1 Route selection for all journeys shall be determined by the Chauffeur.
13.2 The route taken may not necessarily be the shortest route.
13.3 Preferred routes must be communicated to the Company prior to the commencement of the Service.
13.4 Additional mileage or time resulting from preferred routes may result in additional charges.
- Luggage
14.1 The number and size of luggage items must be declared at the time of booking.
14.2 The Chauffeur may refuse to carry luggage that cannot be safely accommodated.
14.3 Passengers must exercise care to avoid damage to vehicle interiors caused by luggage.
14.4 Please refer to the Vehicle Damage section for further information.
- Number of Passengers
15.1 The number of Passengers must be declared at the time of booking.
15.2 The Chauffeur will refuse travel where Passenger numbers exceed licensed capacity.
15.3 Passenger capacity is determined by the number of seatbelts fitted.
- Children & Child Seats
16.1 The Company recommends the use of appropriate child seats and or boosters.
16.2 Child seats and booster seats are provided free of charge,
16.3 Child seats must be requested at the time of booking.
16.4 The parent or responsible Passenger remains responsible for child safety.
16.5 The Company shall not be held responsible where a child travels without a child seat or booster at the request of the parent or responsible Passenger.
16.6 Availability of child seats cannot be guaranteed unless requested in advance.
- Smoking
17.1 Smoking is not permitted by law in any public service vehicle.
17.2 Smoking is therefore not permitted inside the PHV supplied by LANZ CTS Chauffeured Travel Solutions Ltd.
17.3 No smoking signs are displayed within the vehicle passenger compartment.
17.4 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.
17.5 The Passenger shall then exit the vehicle in order to smoke.
- Carriage of Firearms
18.1 Firearms can only be carried when accompanied by the registered holder of a valid firearms certificate.
18.2 The intention to carry firearms must be specified at the time the booking is made.
18.3 The Passenger carrying the firearm must have a valid firearm certificate available for inspection by the Chauffeur.
18.4 Chauffeurs who are holders of a firearms certificate are available on request, subject to availability.
18.5 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.
- Vehicle Damage & Soiling
19.1 The Customer agrees to indemnify LANZ CTS Chauffeured Travel Solutions Ltd. for any damage or excessive soiling caused to the vehicle by the Passenger or any member of their party during the period of hire.
19.2 Normal soiling to carpets or floor mats caused by dirt or water from footwear shall not be classed as excessive damage.
19.3 The opening and closing of vehicle doors is the responsibility of the Chauffeur.
19.4 Where a Passenger chooses to open or close a vehicle door independently, responsibility for any resulting damage to the vehicle or to third-party property shall rest with the Passenger.
19.5 A charge may be made for downtime suffered where the vehicle is rendered out of service for cleaning, valeting, or repairs, charged at the applicable hourly rate.
- Lost Property
20.1 LANZ CTS Chauffeured Travel Solutions Ltd. keeps records of lost property found in vehicles.
20.2 Reasonable steps will be made to reunite lost property with its rightful owner.
20.3 Any Passenger who believes property has been lost in a vehicle supplied by the Company should notify the Company as soon as possible.
20.4 The Chauffeur will always check the vehicle for lost property at the final destination and notify the Passenger where such property is found.
20.5 Lost property may be collected from the Company by prior arrangement.
20.6 Where delivery of lost property is requested, reasonable courier or delivery charges may apply.
20.7 Where property cannot be located, no liability will be accepted for any subsequent loss, distress, or hardship caused.
- Confidentiality & Non-Disclosure Agreements
21.1 Where it is required that a confidentiality or non-disclosure agreement be signed, a copy must be forwarded to LANZ CTS Chauffeured Travel Solutions Ltd. at the time the booking is made or with sufficient time in advance of the commencement of the Service.
21.2 The Chauffeur should not be presented with a document to sign immediately prior to the commencement of the booking unless sufficient time is allowed for the Chauffeur to read and consider the contents of such document.
21.3 The Chauffeur is under no obligation to sign any confidentiality agreement if they disagree with the terms contained within the document.
- Complaints
22.1 If at any time the Passenger is unhappy with the service received, complaints should be made in writing to LANZ CTS Chauffeured Travel Solutions Ltd.
22.2 The matter will be investigated and the Company will seek to provide a written response to the Customer within 14 days of receipt of the written complaint.
22.3 If the Passenger remains dissatisfied with the response, a formal complaint may be made to Transport for London (TfL) stating:
(a) The nature of the complaint
(b) The time and date of the booking
(c) The name of the Operator (LANZ CTS Chauffeured Travel Solutions Ltd.)
(d) The name of the Chauffeur supplied
22.4 Customers may contact Transport for London through the following channels:
(a) Phone: 0343 222 1234
(b) Online: www.tfl.gov.uk/contact
(c) TextPhone: 0800 112 3456
(d) Post:
TfL Customer Services
9th Floor
5 Endeavour Square
London
E20 1JN
- Entire Agreement
23.1 The Customer acknowledges that, in agreeing to these Terms and Conditions, they have not relied upon any statement, representation, assurance, or warranty other than those expressly set out within these Terms and Conditions.
- Governing Law
24.1 These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
24.2 Any disputes arising under these Terms shall be subject to the jurisdiction of the courts of England and Wales.
- Company Details
LANZ CTS Chauffeured Travel Solutions Ltd.
1st Floor, 85 Great Portland Street
London
W1W 7LT
Telephone: +44 2081238337
Email: info@lanzcts.com
- Terms Revision
26.1 These Terms and Conditions were revised in April 2026.
