Questions people ask

Yes. The price you are shown is the price you pay, and it already includes the congestion charge, any tolls, the airport fees and the waiting that comes with your booking. Nothing is added at checkout and nothing is added afterwards unless you ask us to change the booking.

The car and the chauffeur, every mandatory charge for the route, meeting you in arrivals when you are landing, and a period of free waiting. The exact waiting for your booking is shown with the price before you pay and again on your confirmation.

Yes. Every number in these tables is the amount charged, with the airport charges, the tolls on the route, the congestion charge where it applies and your waiting already inside it. There is no booking fee, no card fee and no fuel surcharge.

Because a fixed price for them would be dishonest. The long runs right across London vary by about fifty minutes of driving between a quiet Sunday morning and a Friday evening. Rather than average that into one number that is wrong for most journeys, those routes are priced for your own date and time — still fixed before you pay.

No, and we publish that rather than leaving it unsaid. A car at 05:40 on a Sunday costs what the table says. A booking made less than three hours ahead does carry a published uplift, and it is in the price before you pay.

The price you see is the price you pay. We are not registered for VAT at present, so no VAT is added to it, and if that changes the published prices change with it rather than a line appearing at checkout.

You pay when you book, by card, Apple Pay or Google Pay. Card details go straight to our payment provider and are never held on our systems. If you would rather book by telephone, call 07887 478594.

Not on our systems. Cards are held by our payment provider, and we keep only the last four digits and the card type so you can recognise which card paid for what.

A receipt is sent with your confirmation and again after the journey. A company on an account gets one monthly invoice with every journey attributed to a traveller and a cost centre.

We ask for your flight number and watch the arrival. Your free waiting is counted from the moment the aircraft lands, not from the pickup time you chose, so a delayed flight does not cost you the car.

For an airport arrival, your chauffeur waits inside the terminal with a name board, and the meeting point for your terminal is shown before you pay. Everywhere else they come to the address you gave and call you if the kerb is not usable.

When the aircraft touches down, not at the time you booked. A flight that lands two hours late does not eat your waiting, because the clock starts at the real landing time.

Heathrow, Gatwick, Stansted, Luton, London City, Farnborough and Biggin Hill, each with a published table of fixed prices to every part of London we serve. Anywhere else, the form prices the route for you and the number it gives you is the number you pay.

Yes, and it is fixed before you pay rather than after. The airport pick-up and drop-off charges, the tolls on the route, the congestion charge where the route incurs it and your free waiting are all inside the number on the page. Nothing mandatory is added at checkout and nothing is collected at the barrier.

Inside the terminal, in the arrivals hall, holding a name board, rather than at a car park or a pickup bay. Before you land you are sent their first name, their driver licence number and the registration of the car.

Every chauffeur holds a current private hire driver licence from Hertsmere Borough Council, and every car holds a current private hire vehicle licence from the same council and hire-and-reward insurance. The operator licence this site trades under is the one at the foot of every page, Hertsmere Borough Council licence 601. Before the pickup you are sent your chauffeur's first name, their driver licence number and the registration of the car.

Enter your passengers and bags and the form prices all five at once, greying out any that will not fit. The commonest mistake is booking First for a family: an MPV carries twice the luggage and costs less.

No. Every class carries the same inclusions, so only the car and the price differ.

Call us. Larger groups are carried, in a minibus or in more than one car, but they are priced by hand rather than from the grid so that the number you are given is one we can keep.

Before pickup we send the chauffeur's first name, their driver licence number and the car's registration, make, model and colour. Check the registration matches, and ask the chauffeur who they are collecting before you get in.

Yes. Every chauffeur holds a private hire driver licence from Hertsmere Borough Council, which is granted only after an enhanced Disclosure and Barring Service check. The council requires a medical to the DVLA Group 2 standard, the standard asked of lorry and bus drivers. Each driver has passed the council's knowledge test, which is taken in English. We re-check every licence at renewal and record who checked it and when.

Do not get in. Move somewhere safe and call the telephone number at the foot of every page, and we will tell you whether anything has changed.

Some. We have our own chauffeurs, and we work with partner operators who hold their own private hire operator licence. Conditions 10 to 12 of our licence require us to record who we passed a booking to, to check that they are correctly licensed and insured, to tell you, and to stay responsible for the journey. We take the payment either way, and the booking record carries both operator licence numbers.

Cancel in your account. The refund is worked out from the version of the cancellation policy your booking was made under and shown to you before you confirm anything. To change a booking, use the "Request a change" link on it and we will reply.

Yes. Up to the cut-off in the cancellation policy you booked under you can change it yourself; after that, call 07887 478594 and we will change it for you. A change that raises the price is quoted before it is applied, and one that lowers it inside the free window refunds the difference.

Often that is cheaper. Use the "Request a change" link on the booking and tell us the new time or address; we re-price it against the rate card your booking was made on and tell you the difference before anything is charged or refunded.

It depends how close to the pickup you are, and the policy your booking was made under is the one it is cancelled under, whatever we publish later. Your confirmation carries the sentence and a link to that exact version.

We start the refund as soon as the cancellation is confirmed, and it goes back to the card that paid. How long it then takes to appear is your bank, and it is usually a few working days.

The version that was in force when you booked, never the current one. Your confirmation and the booking in your account both link to the exact version, and this page will show you that version if you follow the link from either of them.

You are refunded in full. We do not charge a fee for a booking we cancel, and the policy says so in terms rather than leaving it to be assumed.

A no-show is recorded only after your free waiting has run out, a further grace period has passed, and we have logged at least two attempts to reach you. If you are running late, call 07887 478594 and the car will wait.

Assistance dogs are always carried and there is no extra charge, ever. Folding wheelchairs and mobility aids are carried at no charge, and there is a field on the booking form for their size. Child seats are offered as rear-facing infant, forward-facing child and booster, each with the notice we need shown beside it.

No, never. Assistance dogs are carried free on every journey, and the Equality Act 2010 makes refusing a booking because of one, or charging extra for one, a criminal offence.

No. We carry your dog whether or not you choose the option, but telling us helps us send the right chauffeur and saves time at pickup.

Yes. Folding wheelchairs and mobility aids travel free. Choose the wheelchair or mobility aid option when you book and add its size, so we can check it fits the class of car you choose.

Ask for a wheelchair-accessible vehicle when you book. The request goes straight to our team, who reply quickly during our hours of business, and you never pay for a car that cannot carry you.

We strongly recommend one, and you can book an infant seat, a child seat or a booster as an extra. The law allows children to travel in a private hire car without one only on a rear seat.

Assistance dogs travel free, always. A folding wheelchair or a mobility aid is carried free and there is no way for a charge to be added. Child seats are free, up to two per car, and need twenty-four hours of notice; inside that, ring us and we will fit one if we can.

We build every customer page to WCAG 2.2 at level AA, and test with a keyboard, at high zoom, in light and dark appearance and on a real phone. If something does not work for you, tell us.

By speaking to us, on 07887 478594. There is no form for it on this site yet, because the invoicing and the cost centres are worth agreeing rather than guessing.

No. An account is a way of paying, not a different tariff: the published prices are the prices. What changes is that the journeys are settled monthly on one invoice and attributed to a traveller and a cost centre.

Yes, and the updates go to the traveller rather than to the person who booked. Both are on the record, and the chauffeur is given the traveller as the passenger.

Each date is published on the rate card before it applies, so you can check a date before you plan around it.

Yes. Where a date carries it, it is already inside the price the form shows you. It is never added afterwards and never appears at checkout as a line you did not agree to.

A booking made less than three hours ahead carries a published uplift on any date, because a job that short cannot be chained with another. It is in the price before you pay.

No. Nights, Sundays, bank holidays and the Christmas period carry no uplift at all. A car at 05:40 on a Sunday costs what the table says.

Three hours. Many London firms ask for four or five, so the shorter minimum is stated here rather than discovered at the quote.

Fifteen miles for every hour you book. Miles past that are charged at a published rate per mile, and it is in the price before you pay rather than on an invoice afterwards.

Time past the booked hours is billed at a quarter of the hourly rate per fifteen minutes, so a ten-minute delay costs ten minutes. Nobody is charged a full hour for running twelve minutes late.

Call 07887 478594 with your booking reference. We record it against the booking and the chauffeur, so the search starts with the right car. Anything handed in is kept for three months; money, telephones and identity documents go to the police straight away, as our licence requires.

Call the telephone number at the foot of every page straight away, with your booking reference if you have it. The sooner we know, the more likely we can reach the chauffeur before their next journey.

Three months from the day they are found, which is what condition 36 of our operator licence requires. Money, a telephone and an identity document such as a passport or driving licence are a different matter: condition 39 requires those to go straight to the nearest police station, so ask us for the station and the reference rather than expecting us to be holding them.

No. We do not open or look through phones, laptops or bags, though we may read an outside label or luggage tag.

Call 07887 478594 or write to us and ask for it to be recorded: you get a reference and the name of whoever is handling it. If we do not put it right, you can take it to the council that licenses us, and the complaints page says exactly how.

By email, by telephone or by post, using the details on our contact page. During a journey, call the number at the foot of every page and you will reach a person.

We acknowledge every complaint within a day, with a reference and the name of the person handling it, and send a full response within two working weeks. If we need longer, we tell you why before that time is up.

Yes. Hertsmere Borough Council licenses this operator, our chauffeurs and our cars, and condition 30a of our licence requires us to tell you that you may complain to it in writing about a chauffeur's conduct or a car's fitness. You do not have to wait for our review. What the council does not enforce is the quality of the service we sold you, which is for us to put right and, failing that, for the courts.

We are. We contract with you as principal, which means your agreement is with BURAQ INT LTD and not with the chauffeur. If anything goes wrong, you deal with us.

Yes. Call 07887 478594. Someone answers during our hours of business and at any time while a booking of yours is running. That is our own undertaking: London operators are required to do it by regulation and Hertsmere does not impose the same condition, so we hold ourselves to it rather than claim a rule that does not apply to us.

What condition 24 of our operator licence requires us to record before the car is sent: who booked, who travelled, the addresses, the time, the fare quoted, who drove, the car, and how the booking reached us. We add the fare charged and the full history with timestamps. Condition 28 requires at least twelve months; we keep it for two years after the date of travel.

The chauffeur assigned to your booking, and the staff who take and dispatch bookings. Not our other customers, and not an advertising network. Telephone numbers and email addresses are masked in our own logs.

Yes. Ask from your account or email the address at the foot of this page. Records we are required to keep for licensing or tax reasons are held until that period ends, and we will tell you which ones those are.

Your booking in progress, in session storage your browser clears when you close the tab, and your light or dark preference if you choose one. If you sign in, a cookie keeps you signed in, and Stripe sets its own fraud-prevention cookies when you reach the payment step.

No. There are no analytics on this site at all, which is why it does not open with a consent banner covering the price.

No. There are no advertising, retargeting or social network cookies on this site, and we do not sell or share browsing data.

You can block site data in your browser. The site will then follow your device's light or dark setting, a refresh will lose your booking in progress, and you may not be able to pay by card, though you can still book by telephone.

Say so when you complain, and we handle it as a data protection complaint under the Data Protection Act 2018. If our answer does not satisfy you, you can complain to the Information Commissioner's Office.