Frequently Asked Questions

Find quick answers to common questions about bookings, pricing, payments, availability, and how SDM Concierge operates.

How do I make a booking?

You can submit a booking request through our website or contact us directly. Once we receive your journey details, we’ll confirm availability, pricing, and the most suitable vehicle option.

What information do you need to provide a quote?

To provide an accurate quote, we require the pickup location, drop-off location, date, pickup time, number of passengers, duration, and preferred vehicle type. Without these details, we may not be able to confirm pricing.

Is the £85 per hour rate available for all bookings?

No. The £85 per hour rate applies to selected bookings with a minimum hire duration of 4 hours and is subject to vehicle type, location, date, and availability.

Is my booking confirmed once I submit the form?

No. Submitting a form is only an enquiry. Your booking is only confirmed once availability has been checked and payment or the required deposit has been received.

Do you accept last-minute bookings?

Yes, where availability allows. However, bookings made within 24–48 hours may be subject to higher rates and cannot always be guaranteed.

Do you charge for waiting time?

Yes. Waiting time may be charged depending on the booking type and delay. Additional time is usually billed in full hourly increments.

Terms & Conditions

Please review our booking terms before confirming your journey. These terms help ensure every booking is managed clearly, professionally, and fairly.

Bookings

All bookings must be confirmed with full journey details, including date, pickup time, pickup location, drop-off location, duration, number of passengers, luggage requirements, and preferred vehicle type.

Bookings are charged by the hour unless agreed otherwise. We do not offer per-minute or 30-minute booking services unless explicitly approved in writing.

Minimum hours may apply depending on the vehicle type, city, date, and availability.

Submitting a booking request does not confirm the booking. A booking is only confirmed once availability has been checked and the required deposit, callout fee, or full payment has been received.

SDM Concierge reserves the right to refuse or cancel a booking where the request cannot be fulfilled safely, legally, or to the required service standard.

Payment Terms

A deposit, callout fee, or full payment may be required to secure the booking. The required amount will be confirmed before the booking is accepted.

The remaining balance must be paid by the agreed deadline. This may be before the journey begins or as otherwise agreed in writing.

For selected trusted clients, partial payment arrangements may be offered at management discretion.

All outstanding payments must be cleared by the agreed date. Failure to make payment may result in cancellation of the booking or suspension from future services.

Payments are only considered received once cleared into the agreed payment account.

Cancellations & Refunds

Deposits and callout fees are non-refundable unless stated otherwise in writing.

Cancellations made within 48 hours of the booking may be charged at 50% of the total fare.

Cancellations made within 24 hours of the booking may be charged at 100% of the total fare.

If the driver arrives and the client is unavailable, unreachable, or does not attend the agreed pickup location, the booking may be treated as a no-show and the full fare may apply.

Refunds, if applicable, are reviewed on a case-by-case basis and may depend on driver costs, vehicle allocation, notice period, and the circumstances of the cancellation.

Waiting Time & Delays

Clients must be ready at the agreed pickup time.

A discretionary grace period may be applied, but this is limited to a maximum of 30 minutes. Waiting time over 15 minutes may be chargeable where it delays the journey, impacts the agreed booking duration, or affects the driver’s schedule.

Waiting time is charged at the same hourly rate as the booking. If additional waiting causes the journey to exceed the booked time, the extra time will be charged in full hourly increments.

For example, if the driver waits 30 minutes and the journey itself takes 45 minutes, this may be treated as an additional full hour.

A late fee may also apply where delays impact another client booking, require schedule changes, or result in additional vehicle or driver costs.

Extra Time & Extensions

All booking extensions are subject to driver and vehicle availability and are not guaranteed.

Any additional time is charged per full hour. Partial extensions of 15 or 30 minutes may still be charged as a full hour.

Extra time rates may vary depending on vehicle type, distance, city, date, and time of day.

All extensions must be approved and paid for before the journey continues.

Drivers are not authorised to extend journeys without confirmation from SDM Concierge.

Vehicle Use For Photoshoots Or Static Bookings

The hourly rate remains the same whether the vehicle is moving or stationary.

The chauffeur vehicle is not a changing room. Outfit changes are allowed, but time spent getting changed will count towards the booking duration.

Photography and filming must be agreed before the booking where possible.

Some photography locations may require permits or permission. Any fines, penalties, or issues caused by filming or photography without permission are the client’s responsibility.

The vehicle must be treated with care during photoshoots, filming, and static bookings.

Damage, Cleaning & Misconduct

Any damage or excessive mess caused inside or outside the vehicle may result in cleaning, repair, or replacement fees.

A minimum cleaning or damage charge may apply depending on the severity of the issue.

Smoking is not permitted inside the vehicle. A cleaning fee of £150 may be charged if smoking takes place.

Food, drinks, decorations, confetti, balloons, glitter, or similar items must be agreed in advance.

Any disrespect, abusive behaviour, unsafe conduct, or refusal to follow driver instructions may result in immediate termination of the journey without refund.

Customer Behaviour Policy

Clients and passengers are expected to behave respectfully towards drivers, staff, vehicles, and any third-party partners involved in the booking.

We reserve the right to refuse service to any client or passenger who displays disrespect, avoidance, non-payment, unsafe behaviour, or abusive conduct.

Clients removed from service may only return once all outstanding balances have been cleared and communication has been restored.

Any behaviour that puts the driver, passengers, vehicle, or wider public at risk may result in the booking ending immediately.

Vehicle Requests & Availability

Clients may request a preferred vehicle, but exact vehicle availability is not guaranteed unless confirmed in writing.

Vehicle allocation may depend on location, passenger numbers, luggage, date, timing, notice period, and operational requirements.

Where a requested vehicle is unavailable, SDM Concierge may offer a suitable alternative.

Images shown on the website, social media, or catalogue are for reference and may vary depending on the exact vehicle supplied.

Passenger & Luggage Requirements

Clients must provide accurate passenger and luggage details before booking.

If the number of passengers or luggage exceeds what was agreed, the driver may be unable to complete the journey.

Additional vehicles or upgrades may be required where passenger or luggage requirements change.

SDM Concierge is not responsible for delays or issues caused by inaccurate passenger or luggage information.

Airport Transfers

For airport bookings, clients should provide flight details, terminal information, luggage requirements, and the preferred pickup time.

Flight monitoring may be offered where flight details are provided, but clients remain responsible for confirming any significant changes to their travel plans.

Airport pickup times, waiting time, parking charges, and meet-and-greet arrangements may affect the final price.

Additional airport parking, tolls, or waiting charges may be passed on to the client where applicable.

Pricing & Quotes

All quotes are based on the information provided at the time of enquiry.

Quotes may change if journey details, vehicle requirements, timings, passenger numbers, luggage, distance, or duration change.

Short-notice bookings, peak periods, events, late-night bookings, and high-demand dates may be priced higher.

The £85 per hour rate applies only to selected bookings with a minimum hire duration of 4 hours and is subject to vehicle type, location, date, and availability.

Third-Party Partners

SDM Concierge may work with trusted drivers, suppliers, and vehicle partners to fulfil bookings.

All partners are selected to support the standard expected by SDM Concierge.

Where a third-party partner is used, the booking remains managed through SDM Concierge unless stated otherwise.

FAQ

Frequently Asked Questions

Terms & Conditions

Subscribe and get 20%
off your first rental.

FAQ

Frequently Asked Questions

Terms & Conditions

Subscribe and get 20% off your first rental.

Subscribe and get 20%
off your first rental.