01

Passenger & Luggage Policy

Sedan / SUV (1–2 passengers): Max 2 large suitcases & 2 carry-on bags.
MPV (1–5 passengers): Max 4 large suitcases & 4 carry-on bags.
Mercedes Sprinter or Similar (6–11 passengers): Max 8 large suitcases & 8 carry-on bags.

For tour services, vehicles may carry the maximum passengers as guests typically don’t travel with large luggage. We recommend selecting a vehicle suited to both your passenger count and luggage needs.

05

Cancellations & Amendments

Cancellations within 12 hours of a scheduled transfer may incur a fee.
Tours and full-day reservations cancelled within 48 hours may incur a fee.
Fees are assessed case-by-case based on timing, vehicle type, and costs.

Booking Amendments

Requests should be submitted as early as possible. All changes are subject to availability. Last-minute amendments may incur additional charges.

No-Show Policy

A booking is a “no-show” if the passenger cannot be contacted or fails to arrive within the complimentary waiting period. The full booking amount may be charged.

02

Airport Pickup Policy

International Arrivals

Chauffeur arrives approx. 30 min after aircraft reaches the gate.
Includes 30 min complimentary waiting from the time the aircraft lands and reaches the gate.
All flights actively monitored — pickup times auto-adjusted for delays with no extra charges.
Business Class / VIP: approx. 15 min after gate arrival.

Domestic Arrivals

Chauffeur arrives approx. 15 min after aircraft reaches the gate.
Includes 15 min complimentary waiting from the time the aircraft lands.
Pickup times adjusted for delays. No extra charges for late arrivals due to flight delays.
Business Class / VIP: approx. 10 min after gate arrival.

03

Vehicle Allocation

1–2 passengers: Sedan/SUV or similar premium vehicle.
3–6 passengers: Mercedes-Benz V-Class, Vito, or similar.
If the booked vehicle is unavailable, a similar or upgraded vehicle is provided at no extra cost.

Vehicle Substitution

Prima Chauffeur Services reserves the right to substitute a booked vehicle with a similar or upgraded option due to operational requirements or vehicle availability.

04

Minimum Booking – Tours

Half-Day Tours: Minimum 4 hours.
Full-Day Tours: Minimum 8 hours.

A minimum spend may apply depending on vehicle type, location, duration, and seasonal demand.

Peak Hours

Peak hours: 7:00 AM–9:30 AM and 3:00 PM–7:30 PM. Pricing reflects extended durations during these periods.

06

Additional Information

Child & Booster Seats

Available on request. Must be specified at time of booking. Availability varies by vehicle type.

Public Holidays & Special Events

Prices, surcharges, and minimums may vary during public holidays, peak periods, concerts, sporting events, and special occasions.

Passenger Conduct

Respectful behaviour required at all times. Smoking, excessive alcohol, or inappropriate conduct may result in termination of service without refund.

Damage & Cleaning Fees

Clients may be held responsible for excessive cleaning costs or damage caused during the booking period.

Service Delays & Liability

Prima Chauffeur Services is not liable for delays caused by traffic, weather, road closures, or other circumstances beyond our control.

Partnered Services

Prima Chauffeur Services may utilise trusted third-party chauffeurs in selected cities. All partners are carefully vetted to maintain our service standards.

Terms & Conditions.