1. About Us and These Terms

These Terms and Conditions govern your use of Aurora Luxury Travels' services and website at auroraluxurytravels.com. By submitting an enquiry, accepting a booking proposal, or making a payment to Aurora Luxury Travels, you agree to be bound by these Terms.

Aurora Luxury Travels Ltd is a PSV Standard Operator Licence holder operating private hire coach services across the United Kingdom. Our registered address is Pan Peninsula Square, Canary Wharf, London E14 9HJ.

2. Enquiries and Booking Process

2.1 Enquiry Only

Submitting an enquiry through our website, by email, by telephone, or by WhatsApp constitutes an enquiry only and does not constitute a confirmed booking. No contract is formed between Aurora Luxury Travels and the client at the point of enquiry submission.

2.2 Proposal

Following receipt of your enquiry, Aurora will review your requirements and, if we are able to fulfil them, issue a written proposal by email and/or WhatsApp. The proposal will set out the journey details, vehicle, agreed services, all-inclusive price, and payment instructions. The proposal remains valid for 48 hours from the time of issue unless otherwise stated.

2.3 Booking Confirmation

A binding contract between Aurora Luxury Travels and the client is formed only upon receipt of full payment against the Stripe payment link provided in the proposal. Aurora will issue a booking confirmation and branded PDF invoice upon successful payment. No booking is confirmed until payment is received and acknowledged.

2.4 Accessibility Requirements

If any passenger in your group has a mobility, hearing, visual, or other accessibility requirement, you must disclose this in full at enquiry stage. Aurora will personally confirm vehicle suitability before accepting your booking. Aurora reserves the right to decline a booking where it cannot be fulfilled to the required accessibility standard. A booking accepted by Aurora constitutes confirmation that the vehicle and service arrangements are suitable for the disclosed requirements.

3. Pricing and Payment

3.1 All-Inclusive Fixed Pricing

All prices quoted by Aurora are fixed and all-inclusive. The price stated in your proposal is the price you pay. There are no hidden additions, no surge pricing, and no charges added on the day of travel, except where expressly agreed in writing by Aurora in advance.

3.2 Third-Party Costs

Where a journey involves toll road charges, Congestion Zone charges, ULEZ charges, venue parking fees, or other third-party costs that were not included in the original proposal, Aurora will notify you of these separately. Third-party costs are the client's responsibility unless otherwise agreed in writing.

3.3 Payment

Payment is due in full via the Stripe payment link provided with your booking proposal. Aurora accepts credit and debit card payments processed securely by Stripe. No card data is processed by or stored by Aurora. Payment confirms your booking.

3.4 Corporate Account Invoicing

For corporate clients with an agreed account arrangement, invoicing terms are as set out in the separate corporate account agreement. Aurora's standard payment terms for invoiced accounts are 14 days from the invoice date unless otherwise agreed in writing.

4. Cancellation and Refund Policy

4.1 Cancellation by the Client

The following cancellation terms apply to all bookings:

• Cancellation more than 72 hours (3 days) before the scheduled departure time: full refund of the amount paid, less any Stripe transaction fees which are non-recoverable by Aurora.
• Cancellation between 24 hours and 72 hours before the scheduled departure time: 50% of the total booking value will be retained by Aurora as a cancellation charge. The remaining 50% will be refunded.
• Cancellation less than 24 hours before the scheduled departure time: 100% of the total booking value will be retained by Aurora. No refund will be issued.
• No-show (failure to appear at the agreed pickup location within 30 minutes of the agreed departure time without prior notification): 100% of the total booking value will be retained by Aurora.

All cancellation requests must be made in writing by email to gurpreet@auroraluxurytravels.com or by WhatsApp to +44 7884 691080. Cancellation is effective from the time Aurora receives and acknowledges your written cancellation request.

4.2 Cancellation by Aurora

In the unlikely event that Aurora is unable to fulfil a confirmed booking due to circumstances within our control, we will notify you as soon as possible and issue a full refund of all amounts paid. Aurora will make reasonable efforts to arrange an alternative vehicle or operator where possible.

Aurora shall not be liable for cancellation or delay caused by circumstances beyond our reasonable control, including but not limited to severe weather, road closures, traffic incidents, or other force majeure events. In such cases, Aurora will notify you promptly and work to find the most practical solution.

5. Journey and Service Terms

5.1 Punctuality

Aurora will use reasonable endeavours to ensure that your driver arrives at the agreed pickup location at the agreed departure time. Aurora monitors flight arrival times for airport transfer bookings and will adjust driver arrival times accordingly for delayed flights at no additional charge.

In the event of unexpected delay beyond Aurora's control, the driver will contact the lead passenger directly. Aurora will not be liable for costs arising from delays caused by traffic, road closures, weather, or other circumstances beyond our reasonable control.

5.2 Passenger Conduct

Passengers are expected to conduct themselves in a reasonable and respectful manner throughout the journey. The driver has the right to refuse carriage to or remove from the vehicle any passenger who:

• Is under the influence of alcohol or substances to a degree that is disruptive or threatening
• Behaves in a threatening, abusive, or violent manner toward the driver or other passengers
• Causes or threatens to cause damage to the vehicle
• Refuses to comply with reasonable instructions from the driver

In such circumstances, no refund will be issued for the unused portion of the journey.

5.3 Luggage

Passengers are responsible for their own luggage throughout the journey. Aurora will take reasonable care in handling luggage but accepts no liability for loss, theft, or damage to luggage or personal belongings carried on an Aurora vehicle.

5.4 Prohibited Items

The following are not permitted on Aurora vehicles without prior written agreement:

• Illegal substances
• Firearms, bladed weapons, or other dangerous items
• Hazardous or flammable materials
• Animals other than registered guide dogs and assistance animals

5.5 Smoking and Vaping

Smoking and vaping are strictly prohibited on all Aurora vehicles at all times.

5.6 Food and Drink

Light refreshments and non-alcoholic drinks are permitted on board. Passengers are responsible for any spillage or mess. Aurora reserves the right to charge a cleaning fee of up to £150 where excessive mess is caused.

6. Guide Dogs and Assistance Animals

Aurora Luxury Travels welcomes guide dogs and registered assistance animals on all vehicles at all times, in accordance with the Equality Act 2010. Please notify us at enquiry stage if a guide dog or assistance animal will be travelling.

7. Accessibility

Aurora is committed to providing services that are accessible to all passengers. We operate in accordance with our Accessibility Statement, which is available at auroraluxurytravels.com/accessibility . If you or any passenger has an accessibility requirement, please disclose this in full at enquiry stage. Aurora will confirm vehicle suitability before accepting your booking and will never accept a booking it cannot fulfil to the required standard.

8. Liability

8.1 Aurora's Liability

Aurora Luxury Travels holds appropriate public liability and passenger liability insurance for its private hire operations. Nothing in these Terms excludes or limits Aurora's liability for:

• Death or personal injury caused by Aurora's negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded or limited by law

8.2 Limitation of Liability

Subject to clause 8.1, Aurora's total liability to the client for any claim arising out of or in connection with these Terms or a booking shall not exceed the total amount paid by the client for the specific booking to which the claim relates.

Aurora shall not be liable for any indirect, consequential, or economic loss, including but not limited to missed flights, missed events, lost business, or travel costs arising from delay or cancellation.

9. Data Protection

Aurora Luxury Travels processes your personal data in accordance with our Privacy Policy, available at auroraluxurytravels.com/privacy-policy . By submitting an enquiry and making a booking, you confirm that you have read and understood our Privacy Policy.

10. Complaints

Aurora takes all complaints seriously. If you are not satisfied with any aspect of your service, please contact us in the first instance by email at gurpreet@auroraluxurytravels.com or by telephone at +44 7884 691080. We will acknowledge your complaint within 2 business days and respond in full within 14 days.

11. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to These Terms

Aurora reserves the right to update these Terms and Conditions at any time. The most current version will be published at auroraluxurytravels.com/terms-and-conditions with the date of last update shown above. Bookings confirmed prior to any update will be governed by the Terms in effect at the time of booking confirmation.

13. Contact

For any queries relating to these Terms and Conditions, please contact:

• Email: gurpreet@auroraluxurytravels.com
• Telephone: +44 7884 691080
• Post: Aurora Luxury Travels, Pan Peninsula Square, Canary Wharf, London E14 9HJ