Help Center

Yes. Booking changes may be possible, subject to chauffeur and vehicle availability. Changes to time, date, pickup, destination, vehicle class, route, stops, luggage or passenger details may affect the fare.

Yes. You can request a pickup time change before the journey. Short-notice changes may not always be possible and may affect the price.

Yes. You can request an address change. If the new address changes the route, distance, timing, parking or access requirements, the fare may be adjusted.

Contact PrimeVoyageX as soon as possible with the correct details. If the chauffeur has already been assigned or dispatched, extra charges or rebooking may apply.

Yes, but please tell us before the journey. If the luggage is more than the booked vehicle can safely carry, a larger vehicle or additional vehicle may be required.

Chauffeur and vehicle details are usually shared around 1 hour before pickup, once the chauffeur has been assigned. Details may sometimes be shared earlier or later depending on operational requirements.

Yes. Chauffeur or vehicle details may change due to availability, operational needs, safety, vehicle issues or last-minute changes. Where possible, PrimeVoyageX will provide a suitable equivalent or higher-class replacement.

For standard airport pickups, your chauffeur will normally meet you inside the arrivals area at the agreed terminal. The exact meeting point depends on the airport, terminal and booking instructions.

Yes. Standard airport pickups include inside meet and greet where applicable. Kerbside pickup may be available only where operationally suitable, legally permitted and confirmed in advance.

Yes, where required. The chauffeur may display the passenger name or agreed name board wording. Please provide the correct name board wording before the journey.

Yes. Flight monitoring is included where valid flight details are provided before the journey. This helps PrimeVoyageX manage delays, early arrivals and terminal changes where possible.

If your flight is delayed and a valid flight number has been provided, PrimeVoyageX will normally adjust the chauffeur timing based on the updated landing time where operationally possible.

If your flight arrives early, PrimeVoyageX will make reasonable efforts to adjust the chauffeur timing. This depends on chauffeur availability, airport access and operational limits.

Contact the chauffeur using the details provided. If you cannot reach the chauffeur, contact PrimeVoyageX support immediately.

PrimeVoyageX covers major London airports including Heathrow, Gatwick, Stansted, Luton and London City. Private aviation, FBOs, regional airports and wider UK airport journeys may be available by quotation.

Airport pickups include 60 minutes of complimentary waiting time from the confirmed flight landing time where a valid flight number has been provided.

Standard non-airport pickups include 15 minutes of complimentary waiting time from the booked pickup time.

Train station pickups include 30 minutes of complimentary waiting time from the booked pickup time or confirmed train arrival time where train details are provided.

Extra waiting time may be charged according to the booked vehicle class and latest fare structure. The chauffeur may continue waiting where possible, but chauffeurs are not required to wait indefinitely.

An airport pickup may usually be treated as a no-show after 90 minutes from actual flight landing without passenger contact.

A non-airport pickup may usually be treated as a no-show after 30 minutes from the booked pickup time without passenger contact.

Yes. A no-show may be charged in full.

A-to-B and airport transfers can be cancelled free of charge up to 1 hour before pickup. Cancellations made less than 1 hour before pickup may be charged in full.

Hourly chauffeur hire can be cancelled free of charge up to 4 hours before pickup. Cancellations made less than 4 hours before pickup may be charged up to the minimum hire value.

Long-distance journeys can usually be cancelled free of charge up to 12 hours before pickup. Late cancellation may be charged partly or in full depending on chauffeur allocation, journey distance and costs already incurred.

Yes. Weddings, events, roadshows and multi-vehicle bookings may have different cancellation terms. Deposits or full charges may apply once the chauffeur, vehicle and schedule are confirmed.

Yes. You can request to reschedule, subject to chauffeur and vehicle availability. Fare differences may apply if the new journey details change.

Where a refund is due, it is normally returned to the original payment method. Bank or card processing times usually take 5–10 business days.

Bookings are normally paid in full at the time of booking unless a corporate account, invoice facility or approved payment arrangement is in place.

PrimeVoyageX accepts secure online payment methods, including major debit and credit cards and other payment options supported at checkout. Payment options may include Stripe-supported methods, PayPal, Lloyds Bank API-supported payment methods, and bank transfer where agreed in advance

No. Chauffeurs do not take direct cash payments for pre-booked journeys. All payments should be made through PrimeVoyageX using approved payment methods.

Yes. VAT invoice requests should be sent to accounts@primevoyagex.com. Please provide the company name, billing address, VAT number and purchase order number if required.

Website and client prices should be shown including VAT unless stated otherwise. Where applicable, VAT is charged at 20%.

Airport pickups include inside meet and greet, flight monitoring where a valid flight number is provided, up to 60 minutes of complimentary waiting time, and up to 120 minutes of airport car park charges. Tolls, tunnel charges and London Congestion Charge are included where applicable.

Post-journey extras may include additional waiting time, extra stops, route changes, amendments, extra mileage, parking beyond the included period, or damage/soiling charges.

PrimeVoyageX may offer Standard, Business, First/Luxury, MPV, Premium MPV, Prestige and specialist vehicles depending on availability and booking requirements.

No. Vehicles are allocated by class, not exact make, model, registration, colour or model year unless specifically confirmed in writing.

Luggage capacity depends on the vehicle class. Please check luggage suitability before booking and tell us about large suitcases, pushchairs, sports equipment or oversized items in advance.

Yes. If you have several suitcases, bulky items or a large group, request a larger vehicle such as an MPV or Premium MPV. Vehicle suitability depends on passenger count, luggage size and availability.

Sports equipment may be accepted if declared before booking and if the vehicle has suitable space. Large or awkward items may require an MPV, Premium MPV or separate arrangement.

PrimeVoyageX will try to assist where reasonably possible, but a larger vehicle may not be available at short notice. Additional charges may apply.

Yes. Child seats may be available on request, subject to availability and advance notice. One child seat may be included free of charge when requested in advance and confirmed.

Child seats are not guaranteed unless confirmed by PrimeVoyageX in writing.

Yes. Passengers may bring their own suitable child seat. The responsible adult remains responsible for checking that it is suitable and correctly fitted.

Small pets may travel if approved in advance and kept in a secure carrier or pet bag.

Yes. Assistance dogs are accepted in accordance with legal requirements. Please declare the assistance dog at booking so suitable arrangements can be made.

Wheelchair-accessible vehicles may be available by request, but they are not guaranteed unless confirmed in writing. Foldable wheelchairs may be accommodated in suitable larger vehicles.

Yes. Stops can be added before booking or requested during the journey. Additional stops may affect the final price.

Yes. You may request a destination change during the journey. The fare may be recalculated or extra charges may apply depending on the new route, time, distance and operational impact.

Hourly hire means the chauffeur and vehicle are reserved for a confirmed period of time. It is useful for flexible travel, multiple stops, meetings, events, roadshows, shopping trips or journeys where the exact schedule may change.

The minimum hourly hire is usually 3 hours. Prestige Class may have a 4-hour minimum.

Hourly hire includes up to 12 miles per booked hour. For example, a 3-hour booking includes up to 36 miles, and an 8-hour booking includes up to 96 miles.

Yes, you can request extra time, subject to chauffeur availability. Additional time may be charged according to the extra time used, agreed extension rate or next full hour.

Yes. PrimeVoyageX provides chauffeur services for business travel, meetings, airport pickups, VIP guests, executives, roadshows and corporate events.

Corporate and business journeys are normally paid per journey. A final invoice or receipt showing the journey details can be provided. Approved corporate arrangements may be considered where agreed in advance.

Yes. Executive assistants, personal assistants and office managers can book on behalf of employees, clients, guests or executives. Please provide the passenger's name, phone number, pickup details and any special instructions.

Yes. Wedding chauffeur services are available by custom quote. Quotes are based on vehicle class, journey plan, timings, locations, standby time and special presentation requests.

White ribbons and chilled bottled water may be arranged when requested in advance. Bespoke flowers or specific refreshments may be coordinated by request and may carry an additional cost.

Yes. PrimeVoyageX can provide discreet chauffeur service for VIP guests, executives, private clients and event attendees. For VIP movements, please provide all important instructions in advance.

Yes. PrimeVoyageX works with licensed professional chauffeurs and suitable private hire vehicles.

Chauffeurs are expected to hold the relevant licensing and checks required for professional private hire chauffeur work. Where applicable, enhanced checks and onboarding standards may apply.

Yes. Vehicles used for PrimeVoyageX journeys must be licensed and insured for professional private hire or chauffeur work.

Yes. Chauffeurs should assist with luggage where safe and practical. For heavy or oversized luggage, please tell us in advance.

Yes. PrimeVoyageX expects journeys to be handled with discretion and confidentiality. Passenger details and journey information should not be discussed unnecessarily.

Yes. PrimeVoyageX works with licensed chauffeurs and suitable private hire vehicles. Passengers should contact PrimeVoyageX immediately if they have any safety concerns.

Email support@primevoyagex.com as soon as possible with your booking details and a clear description of the item.

Passengers are responsible for their belongings at all times. PrimeVoyageX is not responsible for items left behind until the item has been found and formally handed to PrimeVoyageX by the chauffeur or driver.

Send your complaint in writing to complaints@primevoyagex.com. Include your booking reference, journey date and time, pickup and drop-off locations, passenger name, contact details, what happened and any evidence such as photos, screenshots, receipts or messages.

PrimeVoyageX aims to respond within 7 calendar days of receiving a formal complaint. More complex cases may take longer.

Where guest checkout is available, you may book without an account. Creating an account may help you save details, view bookings and manage future journeys.

Use the 'forgot password' option on the login page. A password reset link may be sent to your registered email address.

Where the account system supports it, you may be able to view previous bookings, receipts and journey details from your account. If you cannot find a past journey, contact PrimeVoyageX with your details.

Payments are processed through secure third-party payment providers. PrimeVoyageX does not need to store full card details directly.

You can request account deletion by contacting admin@primevoyagex.com. Some booking, payment, licensing, tax, insurance, complaint or legal records may need to be kept where required.