Terms & Conditions
Terms & Conditions
Welcome to Crownlane (“we”, “us”, “our”).
By booking through our website, mobile app, email, phone, or WhatsApp, you agree to these Terms & Conditions, which form the basis of your agreement with us.
1. GENERAL PROVISIONS
Crownlane is a trading name of Crownlane Horizon Ltd, registered in London, United Kingdom.
Crownlane operates as a booking and dispatch platform, arranging pre-booked private hire and chauffeur services through a network of independently licensed Transport Service Providers (TSPs) and professional chauffeurs.
Crownlane does not directly provide transportation services.
When you make a booking, the actual service is fulfilled by a licensed third-party chauffeur or operator. Crownlane’s role is to facilitate, manage, and oversee the booking process, ensuring professional standards and full regulatory compliance.
2. BOOKINGS
– All bookings must be made via the Crownlane website, app, email, phone, or WhatsApp.
– It is the customer’s responsibility to provide accurate journey details (pickup location, destination, date, time, flight number, number of passengers, and luggage).
– Bookings are confirmed only once written confirmation is received from Crownlane.
– Crownlane reserves the right to decline or cancel bookings containing incomplete or misleading information.
3. CONTRACTUAL RELATIONSHIP
By confirming a booking, you acknowledge and agree that:
– Crownlane acts solely as a booking agent, arranging transportation between the customer and an independent TSP.
– The transportation contract exists between the customer and the assigned TSP.
– Crownlane’s fee includes both an administrative service charge and the amount payable to the TSP for completing the journey.
– Any claims or issues related to the transportation service (such as delays, vehicle quality, or driver behaviour) are to be directed to the TSP. Crownlane will assist in resolving any such matters professionally.
4. PRICING & PAYMENT
– All prices are quoted in GBP and include VAT where applicable.
– Fares are calculated based on journey details at the time of booking.
– Additional charges may apply for:
– Extra waiting time beyond complimentary allowance
– Route or destination changes
– Additional stops or detours
– Vehicle upgrades or special requests
– Airport drop-off, toll, and parking charges where applicable
– Payment is required in advance unless a corporate account arrangement is in place.
– We accept major credit/debit cards, Apple Pay, secure online payments, and business invoicing.
– Payments are processed securely via third-party payment processors; Crownlane does not store card data.
5. CANCELLATIONS & REFUNDS
5.1 Customer Cancellations
– Free cancellation: More than 60 minutes before the scheduled pickup time.
– Cancellation within 60 minutes: The minimum fare will be charged.
– No-show (passenger fails to appear after the driver has arrived): The full fare will be charged.
Cancellation requests must be made through the Crownlane app, website, or by contacting customer support.
Applicable cancellation fees will be clearly displayed in the app at the time of booking.
Refunds (where applicable) are issued to the original payment method within 5–10 business days.
5.3 Rebookings
Changes to bookings are treated as new bookings.
If rebooked within 60 minutes of pickup, the original fare may still be charged under the cancellation policy.
6. WAITING TIME & DELAYS
– Airport pickups: Complimentary 60 minutes waiting time after flight landing.
– Other pickups: Complimentary 15 minutes waiting time.
– After the free period:
– Business / Electric Class: £0.80 per minute
– Business Van / SUV: £0.95 per minute
– First Class: £1.10 per minute
– Chauffeurs monitor live flight data to accommodate early or delayed arrivals.
– If a passenger fails to appear or communicate within the complimentary waiting time, the booking will be considered a no-show, and applicable charges will apply.
7. PASSENGER CONDUCT
– Seat belts must be worn at all times.
– Smoking or vaping is strictly prohibited in all vehicles.
– Passengers must behave respectfully toward chauffeurs and staff. Aggressive or abusive behaviour will result in termination of service without refund.
– Damage to the vehicle caused by passengers will be charged to the booking party.
– Food consumption is discouraged; alcohol may only be consumed with prior consent from the chauffeur.
8. LUGGAGE & VEHICLE POLICY
– Luggage must fit safely in the booked vehicle. Oversized or excessive luggage may require an upgrade, subject to additional cost.
– Luggage capacity guide:
– Business / Electric Class: up to 2 medium suitcases + 4 passengers
– First Class: up to 2 medium suitcases + 4 passengers
– SUV / Van Class: up to 6 medium suitcases + 2 small hand bags + 6 passengers
– Crownlane and its partners are not responsible for items left behind in vehicles.
– Requests for transporting animals or bulky items must be made at the time of booking and are subject to chauffeur or operator approval.
– Airport tolls, drop-off, and parking costs will be added to the fare if applicable.
9. VEHICLE CLASSES
Crownlane offers the following categories:
– Business / Electric Class (e.g., Mercedes E Class, EQE, BMW i5, BMW 5 Series, or similar)
– First Class (e.g., Mercedes S Class, EQS, BMW i7, or similar)
– SUV / Van Class (e.g., Mercedes V Class, EQV, or similar)
If the booked vehicle type is unavailable, an equal or higher class may be provided at no additional charge.
10. LIABILITY
– Crownlane acts only as a booking intermediary between the customer and licensed TSPs.
– Crownlane is not liable for delays, cancellations, or issues caused by traffic, weather, technical problems, or other circumstances beyond its control.
– Crownlane’s maximum liability for any claim shall not exceed the total cost of the booking.
– Crownlane is not responsible for missed flights, trains, or connections caused by events outside its control.
11. CORPORATE ACCOUNTS
– Corporate clients are subject to agreed credit terms and invoicing arrangements.
– Unauthorised or misuse of a corporate account may result in suspension or termination.
12. PRIVACY & DATA PROTECTION
– Crownlane complies with UK GDPR and the Data Protection Act 2018.
– Personal data is collected solely for booking management, payments, and service improvement.
– Crownlane never sells or discloses customer information to unauthorised third parties.
– Full details are available in our Privacy Policy on our website.
13. AMENDMENTS TO BOOKINGS
– Any amendments to pickup time, address, or passenger details must be communicated as early as possible.
– Changes are subject to vehicle availability and may affect pricing.
14. GOVERNING LAW
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes shall fall under the exclusive jurisdiction of the courts of England and Wales.
15. CONTACT INFORMATION
Crownlane
Trading name of Crownlane Horizon Ltd
Phone: +44 20 3432 3108
Email: [email protected]
Website: www.crownlane.vip
Crownlane
“Ride the Royal Way.”
© Crownlane Horizon Ltd 2025 — All rights reserved.