Terms & Conditions

We want your journey to feel smooth and straightforward. You can book through our website, by email or through our official WhatsApp number. For a pickup within the next six hours, please call us to check availability and book.

Your booking is confirmed when we send written confirmation by email or message and the payment or deposit due has been received. A quote or WhatsApp request on its own does not confirm a booking.

We will do our best to provide your chosen vehicle. If we need a replacement, it will be of the same standard or better, at no extra cost. If we cannot provide that, you can receive a full refund.

We will explain any agreed changes in writing. These terms apply to new bookings made from 6 October 2026; an existing booking keeps the terms agreed when it was confirmed.

You can pay securely online by card. Bank transfer is available by arrangement for company accounts and bookings made in advance. Company account payments follow the invoice terms we agree with you. Cash in the vehicle is only accepted by prior arrangement, apart from the cleaning charge described below.

• Bookings under £300, or made 14 days or less before travel, require full payment when booking.
• For bookings of £300 or more made more than 14 days before travel, you can pay in full or pay a 20% deposit.
• If you pay a deposit, the remaining balance is due 14 days before travel. The deposit counts towards your total fare.

The same payment rules apply to airport transfers, hourly hire and multi-day bookings. The cancellation rules below explain what can be refunded; the deposit is not automatically non-refundable.

Your agreed fare is shown before payment. We do not add a card-payment surcharge.

Plans change, and we will always do our best to help. Please cancel by email or our official WhatsApp number so there is a written record. The notice period runs from when we receive your message to your confirmed pickup time. Times are in UK time.

These rules apply to website bookings, including airport transfers, hourly hire and multi-day bookings:

• More than 48 hours before pickup: we refund the amount you have paid, less £15 for administration and costs of processing the cancellation and funds.
• 24 to 48 hours before pickup, including exactly 24 or 48 hours: 50% of the total agreed fare is refunded. The other 50% is the cancellation charge.
• Less than 24 hours before pickup: there is normally no refund, unless an exception below applies.

The 50% calculation uses the total fare, not just the deposit. For example, a fully paid £300 journey cancelled 30 hours before pickup receives a £150 refund. We do not add the £15 deduction to the 50% cancellation charge.

A two-hour grace period: you can cancel or correct a booking free of charge within two hours of our written confirmation, provided pickup is more than 48 hours away. This includes a full refund of any deposit, with no £15 deduction. For closer bookings, please contact us and we will see what we can do.

If we fill your reserved slot: we will reduce the cancellation charge fairly to reflect the replacement booking. Any amount retained must be reasonable and reflect our actual loss; the £15 deduction will not exceed reasonable administration and processing costs incurred or the amount you paid.

If we cannot provide your journey: we will offer an alternative you are happy with, or a full refund without the £15 deduction. The flight-cancellation arrangements below may also provide a free rebooking or refund.

We will explain the refund amount before processing it and confirm when it has been sent. Refunds normally return through the original payment method; your bank or card provider controls when they appear.

Hourly hire has a five-hour minimum and includes 20 miles per booked hour, pooled across your booking: 100 miles for five hours or 200 miles for ten hours. The allowance covers travel during your hire, from your pickup to your final drop-off.

Additional mileage is charged at £2 per mile for Business Class and £2.50 per mile for Luxury MPV and First Class, based on the distance travelled beyond your total allowance and settled after your journey. Stops during your booked time are included. Bookings of ten hours or more receive our discounted 10-hour service rate. Please contact us for a bespoke quotation tailored to your itinerary.

If your date, time or route changes, please tell us as soon as possible. Changes made more than 24 hours before pickup depend on vehicle availability. If we cannot accommodate the change and you choose to cancel, the cancellation rules above apply.

For last-minute timing changes, contact us or your chauffeur. If the chauffeur can accommodate the change around their other bookings, we will adjust the pickup time without a change fee. Additional waiting, mileage or a longer journey may still affect the fare; we will explain this first.

If you shorten a booking, the cancellation rules apply to the fare for the part you remove. Please give more than 48 hours’ notice where possible.

Any agreed change will be confirmed in writing by Signature Miles.

We monitor your flight and adjust for delays of up to two hours without a pickup-change fee. Your free waiting allowance still applies as described below.

For longer delays, we will do our best to keep a chauffeur available, arrange a replacement or rebook you without a rebooking fee. Please stay in touch so we can help.

If your airline cancels your flight, send us the airline’s cancellation email or a screenshot as soon as possible:

• If we receive the proof at least three hours before your confirmed pickup time, we will rebook your journey free of charge. If we cannot rebook you, we will refund the affected journey without the £15 deduction.
• If we receive it less than three hours before pickup, the affected journey is normally charged in full because the chauffeur may already be travelling or ready for you. We will still consider replacement bookings and any reduction in our loss fairly.

Booked sightseeing stops: your booked stop waiting is pooled across all stops and included in your agreed fare. You may redistribute that time across your booked stops. After the pooled allowance has been used, one further 15 minutes of stop waiting is free across the whole booking. Additional stop waiting is charged across its pooled total at £50 per full hour plus £15 per remaining 15 minutes or part. Traffic delays do not count as stop waiting and do not change your confirmed fare.

Your complimentary pickup waiting allowance is:

• Standard pickup: 15 minutes from your booked pickup time.
• Airport pickup: 60 minutes from your flight’s actual landing time or your booked pickup time, whichever is later.
• Cruise terminal pickup: 45 minutes from your booked pickup time.

After that, waiting costs £15 per 15 minutes or part of 15 minutes. A full hour costs £50 rather than £60; additional time is charged in the same way. Please let your chauffeur know if you are running late. We will extend the wait where possible, subject to availability and these charges.

If we have not heard from you 15 minutes after your free allowance ends, we may treat the journey as a missed pickup: 30 minutes after a standard pickup, 60 minutes after a cruise pickup, or 75 minutes after the airport starting time described above.

A missed pickup is normally charged at the total agreed fare, with no additional no-show charge. Please contact us if there is a problem; the refund exceptions and fair-loss approach above still apply.

Child and booster seats are available on request at no extra charge. Please tell us the children’s ages and seat needs when booking so we can prepare the right equipment.

Licensed private hire vehicles have specific legal exemptions when a suitable child seat is not available. A child using that exemption must travel in a rear seat; a child aged three or older must use an adult seatbelt. Different requirements apply to younger children.

Where the law allows an exemption, the chauffeur will decide whether the journey can safely go ahead, considering the child’s age, the available restraints and the journey. The chauffeur cannot waive any legal requirement and may decline the journey if they are not satisfied that it is safe.

If a seat was not requested and safe travel cannot be arranged, the cancellation rules may apply. If we confirmed a suitable seat and cannot provide it or a safe alternative, we will offer a refund for the affected journey.

Please tell us about your luggage when booking and stay within the vehicle’s passenger limit. Seatbelts must be worn whenever legally required. We may refuse or end a journey if there is unsafe luggage, threatening behaviour, serious intoxication or another safety concern. Any retained fare will follow the fair-loss approach described above.

We provide bottled water. Please ask before bringing food or alcohol into the vehicle. Smoking and vaping are not permitted.

Serious soiling, such as sickness or major spills, carries a £150 cleaning and downtime charge. This covers professional cleaning and time the vehicle cannot be used. We will explain the charge and provide evidence where appropriate.

The charge can be paid by cash or card at the time. If that is not possible, we will contact you with the details and a secure way to pay. Where you have separately agreed to a saved-card payment arrangement, the charge may be collected from that card in line with your authorisation. We will notify you first.

For damage, we will share photographs and the repair quote before asking the lead customer to cover reasonable repair costs. We do not charge twice for the same loss.

Your chauffeur chooses a sensible, safe route using live traffic information. If you request a route that adds significant time or distance, we will explain any extra charge.

We aim to arrive early and will keep you informed if traffic, weather, road closures or other events affect the journey. Please allow enough time for flights, trains and appointments.

We cannot guarantee against delays beyond our reasonable control. This does not remove our duty to take reasonable care, exclude liability for death or personal injury caused by our negligence, or affect your legal consumer rights.

Please check the vehicle before leaving. We keep found items safe for 30 days and help arrange their return. We may ask for proof of ownership; postage is charged at cost.

If something was not as it should be, please contact us with your booking details, ideally within seven days of the journey. We aim to reply within two working days. This requested reporting period does not limit your legal rights.

Phone or WhatsApp: +44 (0)7300 416439
Email: info@signaturemiles.com

Signature Miles is a licensed private hire operator with Portsmouth City Council. Operator Licence No. 26/03303/PHOPS1.