Terms & Conditions

1. What we guarantee

• Every booking is assigned to a vetted service provider that meets Limohawk’s onboarding standards.
• We actively monitor and manage every booking from confirmation until completion.
• If a service provider is unable to fulfil a booking, we will use reasonable efforts to secure a suitable replacement.
• If a Service Failure occurs, we will investigate the matter promptly and fairly.
• Where a Service Failure is confirmed, we will provide an appropriate remedy in accordance with this Service Guarantee.
• We will communicate openly and keep you informed if operational issues arise before or during your journey.
• We will treat every complaint objectively and based on the available evidence.
• We will never ignore a genuine Service Failure and will take responsibility for managing its resolution.

2. Service Failure and Service Issue — the difference

A Service Failure. The journey could not be delivered as booked. A confirmed Service Failure is refunded in full.

A Service Issue. The journey was delivered, but the quality of the service fell below our promised Limohawk standards. We investigate every one, and may offer a goodwill gesture, but a Service Issue does not by itself entitle you to a refund.

3. Situations that constitute a Service Failure

Where any of the following is confirmed, you receive a full refund:

1. Service was not rendered (no show).
2. The chauffeur arrived more than 15 minutes late and the passenger made alternative arrangements.
3. An incorrect vehicle category or size was supplied, making it unsuitable for the booked passengers or luggage, and the passenger made alternative arrangements.
4. The chauffeur attended the wrong pickup location due to an operator or platform error, and the passenger made alternative arrangements.
5. The booking was cancelled by the operator or Limohawk without a suitable replacement being provided.
6. No replacement chauffeur or vehicle could be arranged within a reasonable time after a breakdown or mechanical failure.
7. The chauffeur refused to undertake the booked journey without a legitimate legal or safety reason.
8. The chauffeur left the pickup location before the expiry of the agreed waiting time, despite the passenger complying with the booking terms.
9. The chauffeur was unable to provide the service because they were not appropriately licensed, insured, or otherwise legally permitted to undertake the journey.
10. The chauffeur was clearly impaired or otherwise unfit to drive, preventing the journey from proceeding safely.
11. The passenger missed a flight, cruise departure, or other time-critical event due solely to the chauffeur’s failure to attend or a material service error, where sufficient journey time had been allowed.
12. The journey could not be completed because of a material operational error by Limohawk or the operator.

4. Situations that constitute a Service Issue

1. The chauffeur arrived more than 15 minutes late, but the journey was still completed.
2. Vehicle cleanliness was not up to Limohawk’s standards.
3. The chauffeur’s appearance did not meet the required professional standard.
4. The chauffeur’s conduct or professionalism was unacceptable, including discourtesy, inappropriate behaviour, or poor communication.
5. The chauffeur failed to provide reasonable assistance with luggage where assistance would normally be expected.
6. A substitute vehicle of a lower category than booked was provided, but the journey was still completed and remained suitable for the passengers and luggage.
7. A material deviation from the expected route or journey that significantly inconvenienced the passenger but did not prevent completion of the trip.
8. The standard of driving was unsafe, aggressive, or unnecessarily uncomfortable, but the journey was completed without incident.

Service Issues do not constitute a Service Failure and do not automatically entitle the customer to a refund or compensation. Limohawk will investigate all reported Service Issues and may, at its sole discretion, determine whether any goodwill gesture or other appropriate resolution is warranted.

5. Late arrival

Limohawk endeavours to ensure chauffeurs arrive on time for every booking. A delay of up to 15 minutes beyond the scheduled pickup time is considered an acceptable operational tolerance and will not, by itself, constitute a Service Failure. Where a delay exceeds 15 minutes, the circumstances will be assessed in accordance with this Service Guarantee.

6. Situations outside our control

The following are outside the control of both Limohawk and the operator. We will keep you informed and do what we reasonably can, but they are not treated as a Service Failure in themselves:

• Extreme weather.
• Vehicle accidents or breakdown.
• Unexpected road closures caused by a police incident, road accident, or road works.

7. How to raise a claim

Contact us using the enquiry form on our FAQ page with your booking reference and what happened. We will investigate and come back to you. Nothing in this Service Guarantee affects your statutory rights.