Booking Policy & Terms and Conditions

Part AQuick Booking & Cancellation Policy

Your Journey. Our Commitment.

At Chauffeur2u, we believe booking private transportation should be simple, transparent and worry-free. The summary below highlights the key booking rules. The full Terms & Conditions in Part B apply to all bookings.

Part BFull Booking Terms & Conditions

Effective Date: 8 September 2026

These Booking Terms & Conditions ("Terms") apply to all bookings and services provided by CHAUFFEUR2U SDN. BHD. ("Chauffeur2u", "we", "us" or "our") to the person making the booking ("Customer", "you" or "your"). By making a booking with Chauffeur2u, you acknowledge that you have read, understood and agreed to these Terms.

1.About Our Services

Chauffeur2u provides private transportation and related services, including airport transfers, chauffeur services, hourly/full-day disposal, private charter, limousine services, corporate transportation, wedding transportation, travel and tours, Airport VIP FastTrack, Genting Highlands transfers, Malaysia-Singapore cross-border transportation, specialised chauffeur services, helicopter charter, private jet charter and other transportation or concierge services as separately quoted.

Services may be provided directly by Chauffeur2u or, where applicable, through an independent or contracted transportation provider.

2.Booking and Confirmation

2.1 Booking Request. A booking request may be made through Chauffeur2u's website, WhatsApp, email, telephone, corporate account, travel agent/business partner or another authorised booking channel. Submitting a booking request does not automatically constitute a confirmed booking.

2.2 Booking Confirmation. A booking is confirmed only when Chauffeur2u issues an official Booking Confirmation by email, WhatsApp or another authorised communication channel. The confirmation may include the booking reference, date/time, pick-up, destination, passenger details, vehicle category, driver details, vehicle registration, agreed price, additional services, payment requirements and special instructions. Customers should check all details immediately and notify Chauffeur2u of any error.

2.3 Availability. All bookings are subject to vehicle, driver and service availability. Chauffeur2u recommends booking at least 24 to 48 hours in advance; earlier booking is strongly recommended during weekends, public holidays, major events, Formula 1 periods, school holidays and other peak periods. Last-minute bookings may be accepted subject to availability.

3.Prices and Quotations

Unless otherwise stated in the quotation or Booking Confirmation, prices are quoted in Malaysian Ringgit (RM), apply only to the services specifically stated and are valid only for the period stated by Chauffeur2u. Prices may change before confirmation if the itinerary, vehicle, timing or service requirements change. Special-event, peak-season, public-holiday or high-demand rates may apply. Where a fixed quotation has been accepted and confirmed, Chauffeur2u will generally honour it, subject to additional charges arising from Customer-requested changes or circumstances described in these Terms.

4.What Is Included

The inclusions of each booking will be stated in the quotation or Booking Confirmation. For standard point-to-point transfers, the quoted price generally includes the vehicle, professional chauffeur, fuel and standard toll charges, unless otherwise stated. For hourly/disposal services, parking, entrance fees, attraction fees, special permits/access fees, additional tolls caused by requested route changes, overtime and other specifically excluded expenses may be payable by the Customer.

5.Payment

Chauffeur2u may accept cash, DuitNow/bank transfer, e-wallet, credit/debit card through an authorised payment facility, or other approved methods.

5.1 Advance Payment. Certain bookings may require full payment, a deposit, partial payment or payment before service commencement, as stated in the quotation or Booking Confirmation.

5.2 Unpaid Bookings. Chauffeur2u may withhold release of a vehicle or driver where required payment has not been received by the stated deadline. An unpaid reservation may be released without further notice.

6.Cancellation by the Customer

Cancellation requests must be made through an authorised Chauffeur2u communication channel. Unless otherwise stated in the Booking Confirmation: cancellations more than 24 hours before scheduled pick-up are generally free of charge; cancellations within 24 hours may incur a fee of up to 100% of the booking value depending on the vehicle, service and costs already committed; and a no-show may be charged up to 100%. Special bookings including weddings, large vehicles, buses, corporate events, VIP services, helicopter/private jet charter, cross-border services, special events, peak-period bookings and third-party services may have different cancellation conditions. Specific cancellation terms in the Booking Confirmation will prevail.

7.Amendments and Changes

Chauffeur2u will make reasonable efforts to accommodate changes to pick-up time/location, destination, passenger numbers, vehicle category, additional stops/hours or special requirements. Changes are subject to availability and may result in additional charges. Customers should provide changes at least 12 hours before scheduled service whenever possible. Same-day changes may not be possible.

8.Flight Delays and Airport Transfers

Customers must provide accurate flight number, date/time, terminal and passenger contact details. Where a valid flight number is provided, Chauffeur2u may monitor the flight and adjust the driver's estimated arrival time. For standard airport arrivals, up to 60 minutes complimentary waiting is provided after the actual flight landing time unless otherwise stated. Additional waiting charges may apply thereafter. If the Customer cannot be located, does not respond, or supplied incorrect flight/contact information, the booking may be treated as a no-show.

9.Driver Waiting Time

For non-airport bookings, the applicable standard waiting period will depend on the service and may be stated in the quotation or Booking Confirmation. Additional waiting time may be charged at prevailing waiting/overtime rates. Customers should contact the driver or Chauffeur2u promptly if they anticipate being late.

10.No-Show Policy

A Customer may be considered a no-show where the Customer fails to appear at the agreed pick-up location, cannot be contacted, provides an incorrect pick-up location or flight information, fails to respond within a reasonable waiting period, or abandons the booking without cancellation. A no-show may be charged up to 100% of the booking price.

11.Hourly / Disposal Services

For hourly/disposal bookings, the vehicle and chauffeur are reserved exclusively for the Customer during the confirmed period. The itinerary may generally be modified during the booking, subject to road/traffic conditions, driver working-hour requirements, vehicle limitations, safety considerations, service-area restrictions and availability. The booking ends at the confirmed end time unless additional hours are approved. Overtime charges apply for approved additional time and remain subject to vehicle and driver availability.

12.Route and Itinerary Changes

Chauffeur2u may reasonably alter a route due to traffic congestion, road closures, accidents, police instructions, government restrictions, weather, safety concerns, road conditions or other circumstances outside its reasonable control. For hourly/disposal services, additional destinations or stops may incur extra charges where they increase duration, distance, parking or operating costs.

13.Vehicle Type and Substitution

Chauffeur2u will endeavour to provide the confirmed vehicle category but may provide a similar or higher category where the original vehicle becomes unavailable because of mechanical problems, accident, maintenance, driver availability, operational requirements, safety considerations or other circumstances beyond reasonable control. Reasonable efforts will be made to minimise disruption.

14.Passenger Capacity and Luggage

Customers must provide accurate passenger and luggage information. Passenger and luggage quantities must not exceed the vehicle's safe capacity. Excess capacity may require an additional or larger vehicle, with resulting costs borne by the Customer. Chauffeur2u is not responsible for luggage left unattended or lost by the Customer, subject to applicable law.

15.Passenger Conduct

Customers and passengers must behave respectfully and lawfully. Prohibited conduct includes smoking/vaping where prohibited, illegal drugs/substances, violence/threats, vehicle damage, excessive intoxication, dangerous behaviour, prohibited items or conduct that places the driver, passengers or public at risk. Chauffeur2u or the driver may terminate a journey where conduct creates a safety risk. Subject to applicable law, no refund will ordinarily be provided where service is terminated due to Customer misconduct. Reasonable cleaning, repair or damage costs may be charged.

16.Smoking and Vehicle Damage

Smoking, vaping or consumption of prohibited substances is not permitted in Chauffeur2u vehicles unless expressly authorised. Reasonable special-cleaning, repair or restoration costs may be charged for cigarette smoke, vomit, food/drink spills, stains, interior/seat damage, equipment damage or other unreasonable damage caused by the Customer or passengers.

17.Children and Child Safety Seats

Child safety seats may be available upon request and may incur an additional fee. Customers should request them at booking. Parents/guardians remain responsible for ensuring children are properly supervised and secured throughout the journey. Availability is subject to vehicle/equipment availability.

18.Airport Meeting Arrangements

For airport arrivals, Chauffeur2u may arrange for the chauffeur to meet the Customer at a designated arrival area and may display the passenger's name on a name board. Driver contact and vehicle registration details may be provided before arrival. Pick-up arrangements remain subject to airport access, waiting-area, security and authority requirements.

19.Tolls, Parking and Additional Expenses

Unless specifically included in the quotation, the Customer is responsible for applicable parking, airport/hotel parking, entrance fees, attraction admission, special access charges, additional tolls caused by Customer-requested route changes, cross-border charges, immigration-related charges, government fees and other third-party charges. For hourly/disposal services, parking and entrance fees are generally payable by the Customer.

20.Cross-Border Services

Cross-border transportation, including Malaysia-Singapore services, is subject to immigration/customs requirements, vehicle restrictions, passenger documentation, government regulations, border operating hours, traffic and requirements imposed by Malaysian or foreign authorities. Customers are responsible for valid passports, visas, permits and other required travel documents. Chauffeur2u is not responsible for delays, refusal of entry or additional costs caused by invalid/incomplete documentation or authority decisions.

21.Travel Documents

Customers are responsible for ensuring that all passengers possess required passports, visas, immigration documents, work/entry permits, tickets and other documents. Chauffeur2u does not guarantee admission into any country, airport, border or venue.

22.Traffic, Weather and Unforeseen Delays

Chauffeur2u will make reasonable efforts to provide service at the confirmed time but does not guarantee exact journey duration. Travel may be affected by traffic, accidents, road closures, severe weather, flooding, public events, police operations, government restrictions, border congestion, vehicle breakdown, natural disasters or other circumstances outside reasonable control. Customers should allow sufficient time for flights, meetings, events and onward connections.

23.Flight Connections and Onward Services

Subject to applicable law, Chauffeur2u is not responsible for missed flights, trains, meetings, events, hotel bookings or other onward arrangements resulting from traffic, weather, road conditions, border delays or other circumstances outside its reasonable control. Customers should allow appropriate contingency time.

24.Third-Party Suppliers

Certain services may involve independent third-party vehicle operators, bus operators, hotels, attractions, event organisers, helicopter/private jet operators, airport providers, tour operators or other specialist suppliers. Their own terms may apply. Chauffeur2u will make reasonable efforts to appoint reputable suppliers but, to the extent permitted by law, cannot guarantee acts or omissions of independent suppliers outside its reasonable control.

25.Helicopter and Private Jet Services

Helicopter/private jet services are subject to the relevant licensed operator's terms, operational requirements and availability. Flights may be affected by weather, air traffic control, aircraft availability, airport/helipad restrictions, government requirements, safety or other circumstances outside Chauffeur2u's reasonable control. Additional payment/cancellation terms will be stated in the relevant quotation or Booking Confirmation.

26.Force Majeure

Chauffeur2u will not be liable for failure, delay or interruption caused by circumstances beyond reasonable control, including flood, fire, severe weather, natural disaster, accident, epidemic/pandemic, war, terrorism, civil unrest, industrial action, government restrictions, road/border/airport closures, immigration restrictions, legal/regulatory changes, major traffic disruption or similar events. Where reasonably possible, Chauffeur2u will endeavour to provide an alternative vehicle, driver, route, timing or service. Refund/credit treatment will depend on the circumstances, recoverability from third-party suppliers and the specific booking terms.

27.Cancellation by Chauffeur2u

Chauffeur2u may cancel or modify a booking where reasonably necessary due to vehicle/driver unavailability, safety concerns, operational circumstances, force majeure, government restrictions, third-party supplier failure or other circumstances beyond reasonable control. Where Chauffeur2u cancels a confirmed service for reasons within its reasonable control and cannot provide a suitable alternative, an appropriate refund of amounts paid for the affected service will be provided, subject to applicable law.

28.Customer Property

Customers are responsible for personal belongings during the journey. Chauffeur2u is not responsible for items left in vehicles except where required by law. If an item is found, reasonable efforts will be made to contact the Customer. Delivery/courier costs for returning lost property may be payable by the Customer.

29.Complaints and Service Issues

Customers should contact Chauffeur2u as soon as reasonably possible if a problem arises, allowing an opportunity to resolve it during the service. Complaints should preferably be submitted in writing within 7 days after service. Chauffeur2u may review booking details, driver reports, GPS records, communications and other available information.

30.Liability

Chauffeur2u will provide services with reasonable care and skill. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under Malaysian law. Subject to applicable law, Chauffeur2u will not be responsible for losses arising from the Customer's acts/omissions, incorrect information supplied by the Customer, failure to comply with immigration/government requirements, missed connections caused by delays outside Chauffeur2u's reasonable control, unattended personal belongings, force majeure, or acts/omissions of independent third-party suppliers outside Chauffeur2u's reasonable control. Nothing is intended to exclude liability for fraud, wilful misconduct or liability which cannot legally be excluded.

31.Insurance

Customers are responsible for obtaining appropriate travel, medical, personal accident, cancellation and luggage insurance where appropriate. Chauffeur2u's insurance arrangements do not replace insurance that may be appropriate for the Customer.

32.Privacy and Personal Data

Chauffeur2u may collect and process information necessary to provide services, including name, telephone, email, flight details, pick-up/destination, passenger information, identification/travel information where required and payment/transaction information. Personal data will be handled in accordance with applicable Malaysian personal data protection laws and Chauffeur2u's Privacy Policy. Necessary information may be shared with drivers, vehicle operators, service providers, airports, hotels, suppliers or other parties where reasonably necessary to fulfil the booking.

33.Communications

By making a booking, the Customer authorises Chauffeur2u to use the contact details provided for booking-related communications through WhatsApp, telephone, SMS, email or other reasonable channels. Customers are responsible for keeping contact information accurate.

34.Special Events and Peak Periods

Special rates and cancellation conditions may apply during Formula 1/F1 events, international conferences, concerts, exhibitions, public holidays, Chinese New Year, Hari Raya, Deepavali, Christmas, New Year, school holidays, major sporting events and other exceptional-demand periods. Specific quotation/Booking Confirmation terms prevail where different from these standard Terms.

35.Corporate and Account Customers

Corporate customers, travel agencies, hotels and business partners may be subject to separate commercial agreements. Where a written corporate agreement exists, it prevails over these standard Terms to the extent of any inconsistency.

36.Vouchers, Promotions and Discounts

Promotional rates, vouchers, credits and discounts may have additional conditions or expiry dates, may be non-transferable, may not be exchanged for cash and may not be combinable unless stated otherwise. Chauffeur2u may withdraw or amend promotional offers where reasonably necessary.

37.Governing Law

These Terms are governed by the laws of Malaysia. Any dispute will be subject to applicable Malaysian laws and jurisdiction, subject to mandatory consumer rights or remedies.

38.Changes to These Terms

Chauffeur2u may update these Terms from time to time. The version applicable to a confirmed booking will generally be the version accepted at the time of booking unless a change is required by law or otherwise agreed. The latest version will be published on the Chauffeur2u website.

39.Severability

If any provision is found invalid, unlawful or unenforceable, it will be interpreted or modified to the minimum extent necessary and the remaining provisions will continue to apply.

40.Entire Agreement

The Booking Confirmation, quotation, applicable service-specific terms and these Booking Terms & Conditions form the agreement between Chauffeur2u and the Customer. Where there is a conflict between these Terms and a specific written term in the Booking Confirmation, the specific Booking Confirmation term prevails for that booking.

41.Acceptance

By making a booking, paying for a service or accepting a Booking Confirmation, the Customer acknowledges having read and agreed to these Booking Terms & Conditions.