Terms & Conditions

1. Scope

These terms apply to private transfers, airport transfers, corporate travel, hourly chauffeur services, VIP and diplomatic transportation, events and long-distance journeys supplied by VIP LIMO.

2. Requests and booking confirmation

A request submitted through the website, by email, telephone or another communication channel is not automatically a confirmed booking.

A service becomes confirmed after explicit confirmation from VIP LIMO. An automatic acknowledgement only confirms receipt of the request.

Where an online payment is completed before operational confirmation, payment confirmation alone does not constitute final confirmation of the chauffeur service. If VIP LIMO cannot exceptionally accept a prepaid service, the relevant amount will be refunded.

3. Information supplied by the client

The client is responsible for providing complete and accurate information needed to organise the service.

• date and pickup time;
• pickup address and destination where applicable;
• flight information where relevant;
• number of passengers;
• number and size of luggage items;
• vehicle category;
• telephone number and email address;
• any material special requirement.

4. Minimum service duration

For chauffeur-driven transfer services in Luxembourg, the applicable commercial and regulatory minimum is one hour. The first hour includes up to 20 km.

Hourly chauffeur services require a minimum of 3 consecutive hours.

Hourly services include 20 km per booked hour. Half-hour billing is not used.

5. Prices and quotations

Prices depend on vehicle category, itinerary, distance, duration, additional kilometres and any specific requirements.

The quotation shown or confirmed for the booking is the applicable commercial offer for the itinerary and information provided by the client.

Where VAT applies, the applicable Luxembourg VAT is added and the total payable amount is shown before online payment.

6. Payment

Depending on the booking and agreed conditions, payment may be made online, by card, in the vehicle, in cash or by invoice when previously approved by VIP LIMO.

Secure online card payments are processed by Stripe.

VIP LIMO does not apply a credit-card surcharge on payments made through the website.

Invoice payment is subject to prior approval. VIP LIMO may require advance payment for new clients or particular services.

7. Cancellation

• More than 48 hours before the scheduled service: no cancellation fee.
• Between 48 and 24 hours before the scheduled service: 50% of the booked amount is due.
• Less than 24 hours before the scheduled service: 100% of the booked amount is due.
• A passenger no-show without timely cancellation may be charged at 100%.

8. Waiting time

For transfer services, the first 15 minutes of waiting after the agreed pickup time are included.

If waiting exceeds 15 minutes, an additional full hour may become chargeable under the transfer booking conditions. VIP LIMO does not bill half-hours.

Where a valid flight number has been supplied, operational planning may take the actual flight arrival into account.

9. Changes requested by the client

Changes after confirmation may alter the price or operating conditions. This includes changes to the pickup time or address, additional stops, destination changes, detours, extended waiting or service extensions.

No extra amount is added arbitrarily to a confirmed service; additional charges must result from a modification, extension or additional cost attributable to the requested service.

10. Vehicles, passengers and luggage

VIP LIMO operates Business Class sedans, First Class sedans and Mercedes-Benz V-Class vehicles.

A specific model is not guaranteed unless expressly confirmed. The booked category remains the contractual reference.

For more than three passengers, a V-Class is required. VIP LIMO may also require a larger category where luggage volume makes a sedan unsuitable.

The client must disclose unusually large or numerous luggage items before the service.

11. Passenger conduct and safety

Passengers must comply with safety requirements, wear seat belts where required and follow lawful instructions from the chauffeur.

VIP LIMO may interrupt or refuse a service where behaviour creates a safety risk or involves unlawful conduct.

12. Damage and exceptional cleaning

Reasonable and documented costs arising from damage, exceptional soiling, specialist cleaning or equipment damage caused by a passenger may be charged to the client.

13. Traffic, delays and circumstances outside reasonable control

VIP LIMO organises services with the aim of respecting confirmed schedules. Traffic incidents, road closures, extreme weather, official restrictions, security controls, flight disruption and other circumstances outside reasonable control may affect journey times.

Nothing in these terms excludes liability where exclusion would be prohibited by applicable law.

14. International and multi-day services

For multi-day services outside Luxembourg where the chauffeur cannot reasonably return to base, chauffeur accommodation and meals are to be provided or paid by the client when stated in the quotation or agreed in advance.

15. Complaints

Complaints should be sent to info@vip-limo.lu with the booking reference and relevant details. VIP LIMO will seek an amicable resolution whenever possible.

16. Online payments

Before an online payment, the customer is shown the essential service information and the amount payable.

A payment button is labelled clearly to indicate that confirming it creates a payment obligation.

17. Privacy

Personal data is processed in accordance with the VIP LIMO Privacy Policy.

18. Applicable law

These Terms & Conditions are governed by Luxembourg law, without prejudice to mandatory consumer-protection rules that may apply.

The parties will seek an amicable solution before commencing formal proceedings whenever reasonably possible.