Terms and conditions
For using the chauffeur services offered by Trouv
By making a booking through our phone, email, or website, you agree that you are legally capable of entering into binding contracts and are over 18 years of age.
1. Purchase of Services
All bookings with Trouv are subject to these Terms and Conditions. By agreeing to these Terms, the passenger enters a contract with the licensed PHV operator (Trouv) for the provision of transportation services.
2. Bookings
• Bookings may be made via phone, email, or website. Our booking agents are available daily between 09:00–18:00.
• To confirm a booking, customers must provide full contact details including name, email, and phone number. Without this information, Trouv cannot proceed with the booking.
• A booking agreement comes into effect only after Trouv issues a Booking Confirmation by email and/or text message.
3. Waiting Time
• Airport & Seaport Transfers: 60 minutes complimentary waiting time.
• Other Journeys: 15 minutes complimentary waiting time (including via points).
• After complimentary waiting time, charges of £65/hour apply, billed in 15-minute increments.
4. Payments
• All charges are payable in advance, unless the customer has a corporate account with Trouv.
• The debit/credit card provided at booking may be used for additional charges (e.g. waiting time, parking, tolls).
• All payments are processed in GBP.
• Debit and credit card surcharges are included in the final fare.
5. Changes, Cancellations & Refunds
5.1 Changes
• Must be requested during working hours and confirmed by Trouv.
• Should be made at least 24 hours before the scheduled pick-up.
• Requests with less than 24 hours’ notice will be considered but cannot be guaranteed.
• If changes cannot be accommodated, the customer may request a cancellation.
5.2 Cancellations
• Must be requested during working hours and confirmed by Trouv.
• Refunds will be processed to the card used for booking, subject to the following:
• Less than 24 hours’ notice – 50% cancellation fee.
• Less than 12 hours’ notice – 100% cancellation fee.
• No-shows – non-refundable.
5.3 Exceptions
If Trouv cannot provide transportation due to driver or vehicle unavailability, the full fare including surcharges will be refunded.
6. Chauffeurs & Vehicles
• Chauffeurs drive within legal speed limits, selecting routes they deem most suitable unless otherwise requested.
• Reasonable luggage is permitted; excessive luggage may be refused if unsafe or undeclared at booking. No refunds apply in such cases.
• Trouv may substitute vehicles of an equivalent category if required. Customers will be notified at least 2 hours prior.
• One child seat can be provided free of charge if requested at booking. Passengers using their own seat are responsible for correct installation.
7. Transportation of Pets/Animals
• Only guide or hearing dogs are permitted without prior agreement.
• Other pets require advance approval and must travel in a suitable carrier.
• Passengers are liable for any damage caused by animals.
8. Company Responsibilities
• Trouv is responsible for services once a booking is confirmed and paid.
• We accept no responsibility for direct bookings made with drivers.
• Lost property will be returned if postage costs are covered by the customer; otherwise, items may be passed to TfL.
• In case of breakdown or accident, an alternative licensed vehicle will be arranged where possible.
• We may subcontract services to other licensed operators but remain contractually responsible.
9. Customer & Passenger Responsibilities
• Passengers must not damage or excessively soil vehicles. Repair or cleaning costs (beyond normal wear and tear) will be invoiced.
• Customers must allow sufficient time for journeys, accounting for traffic, delays, or road closures.
10. Exceptions (Force Majeure)
Trouv is not liable for delays or non-performance caused by events beyond our control (e.g. extreme weather, accidents, strikes, war, natural disasters).
11. Complaints
• Complaints should first be raised with Trouv at the time of the incident.
• If unresolved, complaints must be submitted in writing within 14 days of the journey.
• All complaints will be acknowledged within 14 days and responded to within 28 days.
12. Zero Tolerance Policy
• Harassment, abuse, discrimination, or rudeness towards our staff, chauffeurs, or contractors will not be tolerated.
• Passengers engaging in prohibited behaviour (e.g. opening doors while driving, throwing objects, shouting, or unsafe conduct) may have services withdrawn immediately without refund.
• Food consumption, littering, and liquid spills are not permitted.
• Travel may be refused if a passenger is under the influence of alcohol or illegal substances.
• Smoking is strictly prohibited in all vehicles.
13. Fraud
• All payments must be authorised by the cardholder.
• Trouv reserves the right to cancel bookings suspected of fraudulent activity and may report such activity to the authorities.
14. Privacy Policy
Trouv is committed to protecting your personal data. Please refer to our full Privacy Policy for details on how we collect, use, and safeguard your information.
15. Statutory Rights
Nothing in these Terms and Conditions affects your statutory rights.
