Terms and Conditions

Who provides the service

The website and Savoy Executive service are operated by Flexi Fares Ltd, trading as Savoy Executive.

Company number: 16039717
Registered address: 5 Kew Road, Parkshot House, Richmond, London, TW9 2PR
Private-hire operator details: TfL Operator Licence 0110990101
Email: info@savoyexecutive.com

Scope of these terms

These terms apply when a customer uses Savoy Executive’s website to request a price, provide journey information, make or manage a passenger-transport booking, open secure payment or contact Customer Care.

The booking confirmation, the journey details recorded by the licensed booking system, the Cancellation Policy and the Privacy Policy form part of the information supplied for a booking. Where a corporate or complex transport requirement is agreed separately, the specifically agreed written terms may also apply.

Quotes, availability and booking confirmation

• The licensed booking system is authoritative for current availability, vehicle options, journey price, payment status and booking status.
• A displayed quote is based on the journey and passenger information entered at that time. Changing a location, date, time, duration, passenger count, luggage requirement or vehicle class can change availability or the displayed total.
• A journey should be treated as confirmed only when the booking system records the booking as confirmed and issues the corresponding confirmation or reference.
• If the booking interface cannot return a valid option, use the enquiry route so the team can review the requirement. An enquiry is not itself a confirmed booking.

Information you provide

Provide accurate pickup and destination locations, dates and times, passenger and luggage counts, contact details and any relevant flight number. Check the booking summary before payment and the confirmation after booking.

The flight-number field records information for operational handling and does not provide automated live-flight tracking. Do not send full card details, identity documents or licence documents through a public enquiry or Customer Care form.

If booking for another passenger, make sure the journey information can be shared for that purpose and that the passenger is aware of the relevant booking and privacy information.

Prices, VAT and payment

The booking system shows the Journey price, VAT and Total before secure checkout. The total shown for the selected journey and vehicle is the amount presented for payment at that stage.

Eligible online card payments open in Stripe’s hosted checkout. Savoy receives the payment status and processor reference needed to administer the booking but the Savoy WordPress site does not receive or store the full card number.

Vehicles, capacity and the journey

Vehicle makes and models shown on the website are representative and are supplied on an “or equivalent” basis. A specific make, model, colour or registration is not guaranteed unless Savoy expressly confirms it in writing.

Select a class that accommodates the passengers and luggage entered in the booking. Availability remains subject to the booking system. Contact Customer Care before travel if the journey involves an accessibility requirement, unusual luggage, a child-seat request or another requirement that the standard form does not fully describe.

Journey changes and cancellation

Contact Savoy as soon as possible if a confirmed journey needs changing. A requested amendment is subject to availability and may require a revised journey total; it is not accepted until the booking record or written confirmation is updated.

Cancellation at least 24 hours before scheduled pickup: full refund.

Read the current Cancellation Policy and contact Customer Care with the booking reference.

Customer Care and complaints

For a question, change, lost-property report or complaint, use Customer Care or the Contact page. Include the booking reference and the information needed to identify the journey, but never send full card details.

We take all complaints seriously. Any complaint received will be investigated fairly, including reviewing information from both the customer and driver where relevant.

Statutory rights

Nothing in these terms is intended to exclude or restrict a right or remedy that cannot lawfully be excluded.