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Terms & FAQ

The details, in plain terms.

Everything you need to know before booking — our terms of service, plus answers to the questions we're asked most.

Section 1

Terms & Conditions

01

Bookings

  • All bookings must be confirmed with full journey details: date, time, pickup, drop-off, duration, passengers, and vehicle type.
  • Bookings are charged hourly only. We do not offer per-minute or 30-minute services unless explicitly approved.
  • Minimum hours may apply depending on vehicle type and city.
  • Bookings are only confirmed once a deposit/callout fee has been paid (usually £35 unless stated otherwise).
02

Payment Terms

  • Standard payment: a deposit/callout fee to secure the booking, then the remaining balance payable in cash or bank transfer before the journey begins.
  • For trusted clients, partial payment plans may be offered at management discretion.
  • All outstanding payments must be cleared by the agreed date. Failure will lead to suspension from all future services.
03

Cancellations & Refunds

  • Deposit is non-refundable.
  • Cancellations within 48 hours of the booking will be charged at 50% of the total fare.
  • Cancellations within 24 hours will be charged 100% of the fare.
  • If the driver arrives and the client is unavailable, the booking is marked as No Show (full fare applies).
04

Waiting Time & Delays

  • Clients must be on time.
  • Waiting time is charged at the same hourly rate as the booking.
  • If the driver must wait beyond the booked slot (e.g. getting changed, outfit changes, photography delays), additional time will be charged in full hourly increments.
  • A late fee may be applied at the same hourly rate as the booking, for any delay that impacts the next client booking or requires emergency cleaning.
05

Extra Time & Extensions

  • All booking extensions are subject to availability and are not guaranteed.
  • Any additional time is charged per full hour. Partial extensions of 15 or 30 minutes will be charged as a full hour.
  • Extra time rates vary depending on vehicle type, distance, and location.
  • All extensions must be approved and paid in advance.
  • Drivers are not authorised to extend journeys without confirmation from SDM Concierge.
06

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.
  • Some photography locations require permits. Any fines issued as a result of shooting without permission are the client's responsibility.
07

Damage, Cleaning & Misconduct

  • Any damage or excessive mess caused inside the vehicle will result in cleaning or repair fees of minimum £100.
  • Smoking is not permitted; a fee of £150 will be charged.
  • Any disrespect, abusive behaviour, or unsafe conduct may result in immediate termination of the journey without refund.
08

Customer Behaviour Policy

  • We reserve the right to refuse service to any client who displays disrespect, avoidance, non-payment, or unsafe behaviour.
  • Clients removed from service may only return once all outstanding balances have been cleared and communication has been restored.
09

Vehicle Requests & Availability

  • A preferred vehicle can be requested but isn't guaranteed unless confirmed in writing; allocation depends on location, passengers, luggage, date, notice, and operations.
  • An alternative may be offered if the requested vehicle is unavailable.
  • Website/catalogue images are for reference and may vary from the vehicle actually supplied.
10

Passenger & Luggage Requirements

  • Accurate passenger and luggage details must be given before booking.
  • If actual numbers exceed what was agreed, the driver may be unable to complete the journey; upgrades or additional vehicles may be needed.
  • SDM isn't responsible for issues caused by inaccurate information.
11

Airport Transfers

  • Clients should provide flight details, terminal, luggage, and preferred pickup time.
  • Flight monitoring may be offered, but the client remains responsible for confirming major changes.
  • Waiting time, parking, and meet-and-greet arrangements can affect the final price; extra parking or tolls may be passed on.
  • Airport pick-ups include a free 30-minute waiting period.
12

Pricing & Quotes

  • Quotes are based on information given at enquiry and can change if details change.
  • Short-notice, peak periods, events, late-night, and high-demand dates may cost more.
  • The £85/hr rate applies only to selected bookings with a 4-hour minimum, subject to vehicle, location, date, and availability.
13

Third-Party Partners

  • SDM may use trusted drivers, suppliers, and vehicle partners to fulfil bookings; all are selected to meet SDM's standard.
  • The booking stays managed through SDM unless stated otherwise.
Section 2

Frequently Asked Questions

How do I make a booking?

Submit a booking request via our website, or contact us directly. Once we receive your details, we'll confirm availability, pricing, and the best vehicle option.

What information do you need to provide a quote?

Pick-up/drop-off location, date, time, duration, passengers, and preferred vehicle.

Is the £85/hour rate on TikTok available for all bookings?

No — selected bookings only, with a 4-hour minimum, subject to vehicle, location, date, and availability.

Is my booking confirmed once I submit the form?

No — it's an enquiry only, confirmed once availability is checked and payment/deposit received.

Do you accept last-minute bookings?

Yes, where availability allows — but 24–48hr notice may mean a higher rate and can't always be guaranteed.

Do you charge for waiting time?

Yes, depending on booking type and delay, billed in full hourly increments.

What if my passengers or luggage exceed what I stated?

We may be unable to complete the journey; an upgrade or additional vehicle may be needed. SDM isn't responsible for issues arising from inaccurate information.

What do I need for an airport transfer?

Flight details, terminal, and luggage. Flight monitoring may be offered, but you're responsible for confirming major changes. Pricing may be affected by waiting time, parking, or meet-and-greet arrangements. A 30-minute free wait is included.

Will I get the exact vehicle I request?

Not guaranteed — allocation depends on location, passengers, luggage, date, notice, and operations. An alternative will be offered if your preferred vehicle is unavailable. Images are for reference only.

Do you own your vehicles?

No — we work with a trusted supplier network rather than owning vehicles.

How far ahead should I book?

As early as possible, especially for weekends, events, and airport transfers.

What payment methods do you accept?

Bank transfer, and selected alternatives where agreed.

Which cities do you operate in?

Manchester, Leeds, London, Liverpool, and Birmingham.