Clear
Prices and material conditions should be written in understandable language.
Transparent Fixed-Fare Chauffeur Service
Fare, Pricing and Payment Integrity Policy.
Black Fleet London provides clear fixed fares for confirmed journeys, with the standard service benefits stated for the booking included in the agreed price—not added unexpectedly after confirmation.
Black Fleet London Ltd is licensed by Transport for London as a private hire operator. The company records quoted fares and maintains booking, payment and financial-adjustment information as part of its controlled operator records.
Purpose
Clear prices before travel and controlled adjustments afterwards.
The purpose of this policy is to define how Black Fleet London calculates, communicates, records, collects and adjusts fares and related payments.
The policy supports honest pricing, consistent treatment, secure payment, accurate supplier accounting and a clear explanation of what is included in the agreed fare.
Scope of this policy
- Fixed point-to-point fares
- Airport, station, port and hotel transfers
- Hourly and As Directed services
- Website, manual and corporate-account quotations
- Payment collection and confirmation
- Waiting, extensions and additional stops
- Cancellations, refunds and service recovery
- Supplier pay, adjustments and financial audit history
Our Fixed-Fare Commitment
The confirmed fare covers the journey and standard benefits described in the booking.
A fixed fare is not a starting price that increases because of ordinary traffic, the chauffeur’s chosen route or the routine operating costs necessary to deliver the confirmed journey.
Known in advance
The client receives the agreed fare before confirming.
Benefits included
Standard benefits stated for the booking form part of the fare.
No traffic surcharge
Ordinary congestion does not automatically change a fixed fare.
Changes authorised
Additional costs require a genuine change or applicable term.
Pricing Principles
Transparency at every commercial stage.
Prominent
Important charges should not be concealed in unrelated text or obscure wording.
Consistent
The confirmation and payment request should reflect the agreed quotation.
Inclusive
Standard service benefits are included where stated for the booking.
Authorised
Material price changes require an identifiable reason and authority.
Traceable
Quotes, payments, refunds and adjustments should remain auditable.
Fair
Charges should reflect the agreed service and applicable terms.
Reviewable
Pricing disputes should be assessed against the booking evidence.
Included Service Benefits
Premium service benefits included—not sold back to the client at collection.
The benefits applying to a booking depend on the journey type, service class and confirmation. Where included, they form part of the fixed fare and should not be charged again.
Black Fleet London aims to provide a complete chauffeur-service price rather than presenting an artificially low fare followed by routine operating additions.
Standard benefits may include
- A professionally presented licensed chauffeur
- The confirmed vehicle class or a suitable similar vehicle
- Door-to-door private chauffeur service
- Flight monitoring for applicable airport collections
- Meet-and-greet service where confirmed
- Name-board presentation where required
- Reasonable luggage assistance
- Complimentary waiting allowance stated for the journey type
Complete Chauffeur Service
The fare reflects more than the distance travelled.
Black Fleet London’s pricing reflects licensed operator control, professional preparation, passenger communication, chauffeur allocation, vehicle standards and journey oversight.
The booking is accepted, recorded and managed through a TfL-licensed private hire operator.
Driver, vehicle, licensing, insurance and allocation information is controlled before service.
The chauffeur is expected to review the collection, route and passenger requirements in advance.
Driver and vehicle information is issued or made available following final allocation.
Journey status, delays, replacements and service exceptions can be managed centrally.
Clients have an operator contact route rather than relying solely on an individual driver.
Where disruption occurs, Black Fleet London controls compliant replacement arrangements.
The operator remains available to investigate and manage service concerns.
Quotation, payment, allocation and adjustment records support audit and dispute review.
Fixed-Fare Protection
Ordinary operating conditions do not rewrite the agreed fare.
Once a point-to-point fixed fare is confirmed, the client is not charged more simply because the journey encounters ordinary congestion or the chauffeur selects a different reasonable route.
The fare remains based on the confirmed service unless the client requests or causes a material change, an expressly stated charge becomes applicable, or an exceptional circumstance requires agreement.
The fixed fare ordinarily remains unchanged for
- Normal traffic congestion
- Reasonable route variation
- Routine chauffeur positioning
- Standard vehicle operating costs
- Flight monitoring included in the booking
- Meet-and-greet included in the booking
- Included complimentary waiting time
- Ordinary luggage assistance
Material Service Changes
Additional charges arise from additional service—not hidden pricing.
A fixed fare may be reviewed where the confirmed booking changes materially or the service continues beyond its included scope.
Where practicable, the client should be told the additional cost or charging basis before the additional service is performed.
Chargeable changes may include
- Additional destination or unscheduled stop
- Material route extension requested by the client
- Waiting beyond the complimentary allowance
- Extension of an hourly or As Directed booking
- Additional mileage beyond the agreed hourly allowance
- Larger vehicle required because passenger details changed
- Material pickup or itinerary change
- Third-party cost specifically requested after confirmation
Waiting-Time Transparency
Complimentary waiting is included before chargeable waiting begins.
Black Fleet London distinguishes between included complimentary waiting and waiting that extends materially beyond the confirmed service.
The applicable allowance and chargeable-waiting basis should be stated in the booking information or relevant service terms.
Waiting controls
- Airport waiting linked to the applicable arrival process
- Flight status considered for airport collections
- Complimentary allowance applied before charging
- Non-airport waiting measured from the confirmed pickup time
- Passenger contact attempts recorded
- Extended waiting communicated where practicable
- Waiting charges supported by time records
Black Fleet London’s published non-airport standard
For ordinary non-airport collections, the service provides 15 minutes of complimentary waiting unless a different allowance is expressly confirmed. Airport allowances and specialist bookings may follow different confirmed arrangements.
Airport Transfer Pricing
Arrival benefits included where confirmed as part of the airport service.
Airport transfer pricing should communicate the collection model, waiting allowance and included arrival benefits clearly.
Flight monitoring
Available flight information is monitored for applicable airport collections.
Meet and greet
Terminal meeting arrangements are included where stated in the booking.
Name board
The chauffeur displays the confirmed passenger name where required.
Luggage assistance
Reasonable assistance is provided with meeting, loading and unloading.
Hourly and As Directed Services
Time, mileage and extensions agreed transparently.
Hourly services are priced according to the confirmed vehicle class, duration, included mileage and any applicable airport collection arrangement.
The booking confirmation should identify the booked duration so the client, operator and chauffeur understand when an extension begins.
Hourly pricing should identify
- Vehicle class
- Number of booked hours
- Included mileage allowance
- Starting location and time
- Applicable airport pickup supplement
- Extension charging basis
- Excess mileage basis where applicable
- Client-authorised additional service
Quotation Control
The quotation should identify the journey it prices.
A quotation is based on the information available when it is issued. Material omissions or later changes may require a revised quotation.
The quoted fare must be preserved within the booking record so the final confirmation and payment can be compared against it.
A quotation may identify
- Journey date and pickup time
- Collection and destination
- Vehicle or service class
- Passenger and luggage assumptions
- Fixed fare or hourly rate
- Included service benefits
- Waiting or extension basis
- Quotation validity or relevant conditions
Pricing Lifecycle
One controlled path from quotation to financial closure.
01
Calculate
Price the journey using the applicable service basis.
02
Disclose
Present the fare and material inclusions before confirmation.
03
Confirm
Record client acceptance and the agreed commercial terms.
04
Collect
Process payment or account authorisation securely.
05
Reconcile
Match the payment, booking and any authorised adjustment.
06
Close
Record refund, balance, supplier pay and final status.
Payment Integrity
Payment status verified—not assumed from a booking form.
A submitted booking request does not by itself prove that payment has been received. Black Fleet London distinguishes between booking creation, payment initiation, successful payment and final confirmation.
Payment records should be reconciled against the relevant booking reference and amount before the booking is treated as paid.
Payment controls
- Unique booking reference
- Agreed amount and currency
- Payment-provider confirmation
- Successful, failed or pending status
- Duplicate-payment review
- Refund and adjustment linkage
- Restricted access to payment information
- Audit trail of manual changes
Secure Payment Processing
Payment information handled through approved providers and channels.
Black Fleet London uses authorised payment processes and avoids placing full payment-card information into ordinary booking, chauffeur or supplier communications.
Chauffeurs and operating suppliers are not authorised to request or store a client’s card details for a Black Fleet London booking.
Security requirements
- Use approved payment links or account processes
- Do not send full card details by WhatsApp or ordinary email
- Do not disclose payment information to chauffeurs
- Restrict refund and adjustment authority
- Protect provider login credentials
- Report suspicious payment activity
- Reconcile payment-provider and booking records
Price Change Authorisation
The client should know why an agreed fare has changed.
A manual price adjustment should identify the changed service, applicable charging basis and person authorising the amendment.
The original quoted fare should remain traceable rather than being silently overwritten.
Adjustment record
- Original fare
- Revised fare or additional amount
- Reason for the change
- Service requested or event causing the change
- Client approval where applicable
- Person authorising the adjustment
- Date and time of amendment
- Payment or account outcome
Chauffeur and Supplier Boundaries
Chauffeurs do not renegotiate Black Fleet London fares with passengers.
A chauffeur may report additional waiting, stops or service changes, but must not invent charges, demand private payment or independently change the client’s fare.
Commercial decisions remain under operator control so the passenger receives one accountable price and payment route.
Chauffeurs and suppliers must not
- Demand an unauthorised cash payment
- Add a personal traffic or congestion surcharge
- Renegotiate the confirmed fare at collection
- Ask the client to pay a supplier directly
- Retain payment-card information
- Inflate waiting or mileage records
- Divert future bookings away from Black Fleet London
Cancellation Charges
Cancellation outcomes based on timing, preparation and applicable terms.
Cancellation terms should be made available before confirmation and applied consistently to the booking circumstances.
The cancellation record should identify when the request was received, whether resources had been committed and the resulting financial action.
Cancellation review may consider
- Time remaining before pickup
- Vehicle and chauffeur already allocated
- Chauffeur already travelling or on location
- Specialist vehicle or service arranged
- Third-party costs already incurred
- Client-account terms
- Exceptional circumstances and service recovery
Refund and Adjustment Control
Refunds linked to the original booking and payment.
Refunds may arise from cancellation, duplicate payment, service failure, pricing correction or another authorised commercial decision.
Verify
Confirm the booking, original payment and entitlement before processing.
Authorise
Ensure the refund or adjustment is approved by an authorised person.
Process
Use the appropriate payment or account route where practicable.
Record
Link the amount, reason, date and outcome to the booking.
Service Recovery
Financial remedies considered fairly where service falls below the agreed standard.
A complaint does not automatically create entitlement to a full refund, but genuine service failure should be assessed openly and proportionately.
Any financial remedy should consider the service received, passenger impact, evidence, contractual terms and Black Fleet London’s operator responsibility.
Possible remedies
- Explanation or apology
- Correction of an inaccurate charge
- Refund of an unauthorised additional amount
- Partial fare reduction
- Full refund where justified
- Replacement service
- Account credit where agreed
- Supplier recovery or corrective action
Corporate and Account Pricing
Agreed commercial arrangements remain documented and controlled.
Corporate clients may operate under account rates, route agreements, invoicing arrangements or negotiated service schedules.
Any account agreement should identify the pricing basis, included services, authorisation route, payment terms and treatment of additional service.
Account controls may include
- Approved client and billing entity
- Authorised bookers
- Agreed rates or pricing schedule
- Purchase-order requirements
- Credit and payment terms
- Invoice frequency and supporting data
- Dispute and correction process
- Periodic commercial review
Supplier and Chauffeur Pay Integrity
Client fare and supplier pay recorded as separate controlled values.
The amount charged to the client is not automatically the same as the amount payable to the driver, vehicle provider or licensed operating partner.
Supplier pay should be agreed or communicated through the authorised operating process and remain protected from unauthorised alteration.
Supplier-pay controls
- Booking and supplier identity
- Agreed supplier amount
- Actual assigned driver and vehicle
- Replacement and responsibility history
- Approved waiting or additional service
- Incident or deduction review
- Payment status and due date
- Adjustment audit history
Pricing Disputes
Disputes assessed against the quotation, confirmation and service evidence.
A pricing concern should be reviewed objectively rather than assumed to be either a client misunderstanding or operator error.
Black Fleet London should establish what was quoted, what was confirmed, what changed, what service was delivered and what payment was processed.
Evidence may include
- Original quotation
- Booking confirmation
- Published or account pricing terms
- Payment-provider record
- Client-authorised changes
- Journey and waiting status
- Chauffeur or supplier report
- Refund and adjustment history
Fare Records
Quoted fare retained as part of the operator record
Black Fleet London records the quoted fare or agreed charging basis within the relevant booking information.
Material amendments should remain traceable to the booking and the person or event authorising the change.
Financial Records
Payment and accounting information retained appropriately
Payment, refund, invoice, account and supplier-pay records are retained according to applicable regulatory, tax, accounting and legitimate business requirements.
Retention does not permit unnecessary disclosure of confidential client or commercial information.
Fraud and Financial Misconduct
No tolerance for falsified charges, records or payment claims.
Deliberate manipulation of fares, waiting records, mileage, refunds, invoices or supplier payments is a serious breach of Black Fleet London standards.
Credible concerns may lead to restriction, investigation, contractual action or referral to an appropriate authority.
Prohibited conduct includes
- False waiting or mileage claims
- Duplicate or fabricated invoices
- Unauthorised cash collection
- Hidden supplier commission
- False refund or chargeback evidence
- Unauthorised fare alteration
- Manipulation of payment status
- Concealment or destruction of financial records
Monitoring and Assurance
Pricing integrity reviewed through operational and financial evidence.
Quote accuracy
Compare quoted and confirmed journey details.
Payment matching
Match received payments to bookings and amounts.
Adjustment review
Review manual price changes and supporting authority.
Refund control
Verify refund reasons, approvals and processing status.
Roles and Accountability
Pricing authority separated from journey delivery.
01
Director
Owns pricing governance and approves material commercial, refund and financial-control decisions.
02
Booking and finance personnel
Issue accurate quotations, verify payments and maintain adjustment and refund records.
03
Operations team
Record waiting, extensions and service changes without independently inventing charges.
04
Chauffeurs and suppliers
Report facts accurately and follow the authorised fare and payment process.
Training and Access
Price and refund authority limited to authorised personnel
Relevant personnel should understand fixed-fare principles, included benefits, waiting rules, payment statuses, refund control and the limits of their authority.
Access to price overrides, refunds and supplier-pay adjustments should be restricted according to role.
Policy Review
Reviewed against regulation, service design and commercial experience
This policy should be reviewed at least annually and following a material pricing-system change, payment incident, regulatory development or recurring client dispute.
Changes may affect quotations, included benefits, payment channels, waiting rules, refunds, supplier pay and access permissions.
Our pricing promise
Black Fleet London’s fixed fares are designed to give clients confidence before they travel. The confirmed fare includes the standard benefits described for the booking, and additional charges are applied only where the service genuinely extends or changes beyond that confirmation.
Related Governance
Pricing transparency supported by connected controls.
Booking Records and Dispatch Control Policy
Quoted fares, payment status, amendments and journey records.
Complaints and Service Recovery Policy
Pricing disputes, remedies, refunds and client outcomes.
Quality Management Policy
Service standards, audit, corrective action and improvement.
Supplier Code of Conduct
Honest invoicing, waiting records and payment conduct.
Information Security Policy
Secure accounts, payment information and incident response.
Anti-Bribery and Corruption Policy
Controls against kickbacks, false invoicing and improper payments.
Transparent Chauffeur Pricing
Know the fare and included benefits before your journey.
Book directly with Black Fleet London for a clearly confirmed fixed fare, an appropriate vehicle class and the premium service benefits stated for your journey.