Terms & Conditions

Five Star Luxury Tours & Transfers
Effective from: 25 October 2026

1. About us and these terms

Martin Walker is a sole trader trading as Five Star Luxury Tours & Transfers. Our business postal address is 54 Woodvale, Dromara, Co. Down, BT25 2JB. We operate from Hillsborough, Co. Down, Northern Ireland.

Contact Martin Walker at info@fivestarluxurytransfers.co.uk or +44 7961 904371.

These terms cover private chauffeur transfers, private tours, scenic transfers, golf transport and agreed hourly or multi-day hire booked directly with us. They form part of your booking together with the service description and written confirmation supplied before you commit. Any different booking-specific condition must be clearly explained and expressly agreed before payment. Nothing here removes mandatory consumer rights or rights under applicable package-travel law.

2. Booking and confirmation

An enquiry is not a confirmed reservation. Your booking becomes confirmed when we accept it in writing and any required payment has been received. An automated acknowledgement or payment receipt alone does not confirm availability unless it expressly states that the booking is accepted. If we cannot accept a booking for which payment has been taken, we will refund that payment.

The lead booker must be at least 18, authorised to make the arrangements and responsible for communicating the agreed itinerary and relevant requirements to the party. Please check dates, collection points, passenger numbers and flight or cruise details promptly and tell us about errors. Any correction to information we supplied does not remove your rights.

3. Prices, inclusions and extras

Prices are in pounds sterling (GBP) and are per vehicle or agreed journey, not per passenger, unless expressly stated otherwise. The confirmed quotation describes the route, booked hours, passenger capacity and included services. Applicable tax, fuel and tolls are included in our stated transport price. Any other compulsory charge will be disclosed before booking.

Unless expressly included in writing, guest accommodation, attraction admission, meals, drinks, green fees and gratuities are separate. Gratuities are optional. Where required and agreed before booking, luggage trailer hire is £50 per day and chauffeur accommodation is £100 per night.

A standard touring day is eight hours. This applies to all regular full-day tours, including Belfast City, St Patrick’s Trail, the Giant’s Causeway, County Down and each standard touring day within a multi-day itinerary. The eight-hour period includes the agreed lunch stop and necessary chauffeur breaks. Half-day hire is four hours where advertised. Any itinerary with a different duration, including longer Dublin departure tours or extended transfer journeys, must state its total booked hours and price clearly in your quotation or confirmation. Extra touring time beyond eight hours is subject to availability and your agreement to the additional charge before it is incurred.

The price of a confirmed booking will not change simply because our website prices or operating costs later change. Extra stops, extended hours or other changes require your agreement to any additional charge. Bank or currency-conversion charges imposed independently by your bank are outside our quoted GBP price.

4. Payment

Online bookings require the payment shown by the booking form before you pay. Where full payment is requested online, the bespoke-booking deposit arrangement below does not replace it.

For bespoke bookings where a deposit arrangement is offered, the deposit is 25% of the total booking price. The remaining balance is due seven calendar days before a transfer, hourly hire or single-day tour, and 28 calendar days before a multi-day tour. Bookings made within the applicable balance period require full payment when accepted.

Your confirmation will state the amount paid and any balance due date. If payment is late, we will contact you and give a reasonable opportunity to resolve it before treating the booking as cancelled. Any resulting cancellation charge remains subject to section 5. Deposits count towards the total price and any fair cancellation charge; they are not automatically forfeited in every circumstance.

5. Cancellation by you

Email cancellations to info@fivestarluxurytransfers.co.uk. For urgent changes, also telephone us. Notice is measured from receipt of your cancellation message to the scheduled start of the service, using the local time in Northern Ireland. You do not have to wait for an acknowledgement for your notice to count, but please telephone if an urgent message appears not to have reached us.

The following are maximum charges for cancelling our transport and chauffeur service. Percentages apply to the cancelled service price, not to amounts for services you retain.

Fair-loss limit: these are ceilings, not automatic penalties. Any charge will be reasonable and no more than our actual net loss directly resulting from the cancellation, including justified costs and lost profit. We will take reasonable steps to reduce the loss, credit relevant replacement bookings and deduct costs saved. We will explain the calculation on request and refund any excess payment. We will not recover the same loss twice or add the deposit on top of the stated charge.

Separately identified third-party services purchased by us at your request may have cancellation costs only where their terms and costs were disclosed and agreed before you committed. Those costs must also be reasonable, genuinely unrecoverable and not counted twice. Services you booked directly with another supplier are subject to your contract with that supplier.

Passenger transport and leisure services booked for a specific date generally do not carry a statutory 14-day change-of-mind cancellation right. If statutory cancellation rights apply to your particular booking, those rights take priority over this schedule.

6. Changes and postponements

Please contact us as soon as you need to change dates, passenger numbers, collection details or the itinerary. Changes depend on availability and practical driving times. We will explain any price difference or unavoidable supplier cost before you accept it. There is no automatic administration fee. If a proposed change cannot be accommodated, you may retain the original booking or cancel under section 5; any greater statutory right still applies.

7. Collections, waiting and no-shows

Your confirmation will specify the meeting point, scheduled time and contact arrangements. The included waiting allowances for a transfer are 60 minutes after actual flight arrival for airport pickups, 30 minutes after the agreed pickup time for cruise collections, and 15 minutes after the agreed pickup time for other collections. A different explicitly agreed collection time or waiting allowance will be stated before booking.

Extra waiting is chargeable only at a rate disclosed before booking and agreed with you. The V-Class rate is £75 per hour, charged in 15-minute blocks (£18.75). Rates for other vehicles must be stated in the quotation. If extra waiting cannot be accommodated, we will discuss the available options. On a day tour or hourly hire, a late start caused by your party normally reduces the time left in the booked period rather than automatically extending it.

If you cannot find the chauffeur, call us before leaving the meeting point. Before treating a booking as a no-show, we will make reasonable attempts to contact the lead traveller and wait for the applicable allowance. A no-show charge is subject to the relevant cancellation ceiling and fair-loss limit. We will not treat a journey as a no-show where the failure was ours.

Tell us promptly about delayed, diverted or cancelled flights and changed cruise schedules. We will try to adapt where practical, but an unrestricted delay cannot be guaranteed. Any change, cancellation or refund will be assessed fairly under these terms and applicable law.

8. Cruise excursions

Provide your ship name, arrival time and all-aboard deadline before the route is agreed. We plan a suitable return margin and may shorten or change stops for safety, traffic or a revised ship schedule. Private excursions are not sold as ship-operated excursions.

Port-cancellation policy: if your ship does not call at Belfast, or the operator prevents passenger disembarkation so the excursion cannot take place, we will refund our unused excursion transport charge in full. Please notify us as soon as you know. Separately agreed third-party services are considered under their disclosed terms and your statutory rights.

9. Vehicles, passengers and luggage

Mercedes-Benz V-Class touring capacity is up to six passengers. Mercedes-Benz S-Class and Range Rover arrangements are for two passengers. Luggage and equipment capacity depend on the vehicle, party size and item dimensions. Please disclose suitcases, golf bags, mobility aids and bulky items before booking. A trailer must be arranged and confirmed in advance where needed.

Vehicle interiors and features vary; reclining massage seats are not available in every V-Class. Please ask us to confirm any essential feature. If a substitute vehicle or chauffeur becomes necessary, we will seek a suitable arrangement with the agreed passenger and luggage capacity and inform you of a material change. We will not charge extra for a substitution made for our operational reasons. If a material reduction cannot be resolved, we will discuss an appropriate price reduction or cancellation and refund rights.

10. Access, children and safe travel

Tell us about mobility needs, assistance animals, child ages and seating requirements before booking so we can discuss a suitable arrangement. We will not assume that a vehicle or attraction meets an access need without checking. Adults remain responsible for children in their party. Required restraints and seat belts must be used, and lawful passenger limits cannot be exceeded.

Smoking and vaping are not permitted in vehicles. Please agree alcohol, food, pets other than assistance animals, or unusual items in advance. Passengers must not threaten, abuse or endanger the chauffeur or others. A chauffeur may refuse or stop travel where reasonably necessary for safety or legal compliance. Any charge for an uncompleted service will reflect the circumstances, service provided and applicable law; payment is not automatically forfeited.

If a passenger causes damage or exceptional soiling through fault or misuse, we may seek reasonable, evidenced repair or cleaning costs attributable to that incident, allowing for fair wear and tear. There is no automatic fixed cleaning penalty.

11. Itineraries, attractions and third parties

Suggested itineraries are planning guides. Opening hours, ticket availability, weather, road conditions, walking time and the booked return deadline affect what can be included. We agree priorities before travel and discuss significant changes. Please coordinate timed tickets and hotel plans with us before purchase. Chauffeurs must take necessary breaks and comply with legal and safe working limits.

Where you book a hotel, attraction, activity or golf course directly, that booking is with the relevant supplier. We remain responsible for our own promised service and for any responsibility that cannot lawfully be excluded. A recommendation does not guarantee a third party’s availability or performance.

12. If we change or cancel your service

We will contact you promptly if a breakdown, unsafe conditions or another serious issue affects your booking. We will take reasonable steps to provide a suitable alternative. If we cannot provide the agreed service and you do not accept a reasonable alternative, we will refund the part of our charge relating to the service not supplied. A substitute date or credit will not be imposed instead of a refund to which you are entitled.

Events beyond reasonable control may require a route change or cancellation, but they do not automatically remove refund obligations or statutory rights. If we are responsible for a failure to perform with reasonable care and skill, your legal remedies remain available.

13. Responsibility and insurance

We will provide our services with reasonable care and skill. We are responsible for loss or damage that is a foreseeable result of our breach of contract or negligence. We do not exclude liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be limited. These terms do not remove consumer rights to an appropriate remedy, including a price reduction or refund where required.

Please keep valuables secure and check the vehicle before departure. We remain responsible where loss or damage results from our fault. Travel insurance is not included. We recommend suitable cover for cancellation, illness, baggage and travel disruption; holding insurance does not replace our responsibilities.

14. Refunds and complaints

Refunds due under these terms will be made without undue delay and normally within 14 calendar days after entitlement and the amount are established, or sooner where law requires. We normally refund through the original payment method. We do not add a blanket refund handling fee or automatically deduct payment-processing charges.

Please tell the chauffeur or contact Martin promptly if something is wrong so we have an opportunity to help. You may also complain by email or post. We aim to acknowledge a written complaint within five working days and provide a substantive response within 20 working days, explaining any additional investigation needed. A delay in complaining does not automatically remove your legal rights.

15. Personal information, trade bookings and governing law

We use booking information to arrange and administer your service and share information with drivers and service providers only as needed for those arrangements or as otherwise lawfully permitted. We will ask before using identifiable guest photographs for our marketing; a booking does not itself give blanket marketing consent. Our privacy information should be read separately from these booking terms.

For a business customer or tour operator, separately agreed written trade terms may apply. We will make clear who is contracting with us and which terms apply before acceptance. A business arrangement does not remove statutory protections owed to consumers where they apply.

These terms are governed by the laws of Northern Ireland, subject to any mandatory protections that apply to you. This does not restrict a consumer’s right to rely on mandatory laws or bring proceedings in a court available to them by law. Any invalid term will be treated separately so far as legally possible. The version supplied when your booking is accepted applies to that booking; later website changes do not automatically alter it.