FAQs

Our knowledge makes for a smooth and pleasant journey

TOP FAQs

What is your waiting time policy for passenger cars?

Our drivers will wait for free for 15 minutes for all bookings after the agreed collection time. After this we will charge additional waiting time, which is calculated in 15 minute sections.

For airport collections, waiting time begins 30 minutes after the confirmed time the flight has landed.

I’ve lost something in one of your cars. How do I get it back?

If you think you’ve lost an item in one of our vehicles call us on 01223 655314 with a description of your items and contact details.

What is your cancellation policy?

To cancel a booking you can call us on 01223 655314 or email us at bookings@cachetcars.co.uk. For a cancellation of less than 12 hours we request that you call us.

Should you need to cancel a journey within 24 hours of the booking the following charges will apply:

• Up to 12 hours’ notice – 50% fare
• Less than 12 hours – 100% fare

What shall I do if my driver is late?

You can call us to check the progress of your driver at any time on 01223 655314.

Your driver will aim to be on site 10 minutes before the confirmed collection time and will send an SMS to confirm their arrival, location, name and vehicle registration.

All of our cars are tracked. In the unlikely event your driver is delayed, we will contact you to advise and make alternative arrangements.

How do I get a receipt?

Your receipt will be emailed to the email address you provide after each booking is complete.

BOOKINGS

How do I get a quote?

You can get a quote through our online booking request form or you can contact us on 01223 655314 and we will be more than happy to assist.

How do I amend a booking?

The easiest way to amend a booking is to email us at bookings@cachetcars.co.uk and we will be more than happy to assist.

How will I know when my car has arrived?

You will receive an SMS to confirm your driver’s arrival at the collection address, location, name and vehicle registration.

What payment methods do you accept?

Before confirming the booking you can select a payment method. We accept bookings paid for via: Account, Credit / Debit card, BACs and cheques.

We reserve the right to ask for full payment in advance for any non-account bookings.

What shall I do if my car is late?

You can call us to check the progress of your driver at any time on 01223 655314.

All of our cars are tracked. In the unlikely event your driver is delayed, we will contact you to advise and make alternative arrangements.

Your driver will aim to be on site 10 minutes before the confirmed collection time and will send an SMS to confirm their arrival, location, name and vehicle registration.

How do I make a booking?

You can make a booking by filling in the online booking request form on our website or by calling us on 01223 655314.

Do you need a mobile number in order to make a booking?

To allow us to keep you updated or to confirm your driver’s arrival and meeting point in the form of SMS messages we do advise that a mobile number is provided when making a booking.

How can I cancel a booking?

To cancel a booking you can call us on 01223 655314 or email us atbookings@cachetcars.co.uk. For a cancellation of less than 12 hours we request that you call us.

Should you need to cancel a journey within 24 hours of the booking the following charges will apply:

• Up to 12 hours’ notice – 50% fare
• Less than 12 hours – 100% fare

Do I need to tip the driver?

You are not required to tip your driver although any tip is greatly appreciated by them.

What age can an unaccompanied child travel in your car?

We do not allow any unaccompanied minors of less than 14 years of age to travel alone with us. Please advise us when making your booking that an unaccompanied minor will be travelling. We do not accept any additional responsibility for any minor who travels unaccompanied with us.

Are your cars able to carry wheelchairs?

Our vehicles are able to carry collapsible wheelchairs and our drivers will be happy to help.

How do I apply a promotion to a booking?

Promotion codes can be redeemed when booking via our online booking request form or by calling us on 01223 655314.

What vehicles do you have?

All our vehicles are luxury long wheelbase BMW 7 Series and include complimentary 4G Wi-Fi and mobile device charging ports. For full specifications click here.

Our trusted Associates vehicles include long wheelbase Audi A8 and Mercedes S-Class cars, all of which meet our exacting standards.

What are your vehicles equipped with?

All of our vehicles are equipped with a range of:
• Complimentary 4G Wi-Fi
• Complimentary bottled mineral water
• Mobile device charging ports
• Long wheelbase for extra legroom
• Leather interior
• Personal climate control
• Privacy glass / blinds
• Reclining / heated seats
• TV / media screens
• Vehicle tracking and monitoring

Why has a different vehicle arrived from the one I was expecting?

If one of our cars is not available at the time of your booking, we will send one of our trusted Associate cars in its place. These include Audi A8 and Mercedes S-Class long wheelbase vehicles, all of which meet our exacting standards.

Do your vehicles have child seats?

Children under three can travel without a child’s car seat or adult seat belt on a rear seat. Children aged three or older can travel without a child’s car seat if they wear an adult seat belt on a rear seat.

Due to the specific nature of child seats required by each child, we are not able to provide them.

Airport Transfers

Why do you need the flight number when collecting from airports?

If you provide us with your flight number at the time of booking then this allows us to monitor your flight to ensure that we meet and greet you 30 minutes after your flight lands.

If you think you might need longer than the standard 30 minutes to clear customs and baggage claim and meet your driver, you can add a delayed collection at the time of booking.

What should I do if my flight is delayed or late landing?

If you provide us with your flight number at the time of booking then we will be able to track the flight and adjust the collection time accordingly.

However, should you wish to contact us to confirm please either email us at bookings@cachetcars.co.uk or call us on 01223 655314.

Where will my driver meet me?

Once your flight has landed you will receive an SMS message confirming the collection point where your driver will meet and greet you with a personalised Cachet name board.

We use your flight number to track and monitor your flight to ensure your driver is waiting for you 30 minutes after your confirmed landing time.

If you think you might need longer than this to meet your driver, you can add a delayed collection at the time of booking.

Do you charge waiting time at airports?

Our standard waiting time of 15 minutes begins 30 minutes after the confirmed time the flight has landed. After this we will charge additional waiting time, which is calculated in 15 minute sections.

If you think you might need longer than the standard 30 minutes from when your flight lands to clear customs and baggage claim and meet your driver, you can add a delayed collection at the time of booking.

We use your flight number to track and monitor your flight to ensure your driver is waiting for you at the correct time.

What happens if my flight has been cancelled?

Please contact us immediately on 01223 655314.

Should you wish for an alternative booking to be made, you can book it via the website or by calling us.

How much luggage will fit in the car?

This is obviously dependent on the number of passengers, but our long wheelbase BMW 7 Series can carry two to three medium cases and hand luggage in their boots.

Charges

Why am I charged a parking fee at certain locations?

Where our drivers incur parking charges as part of your booking we pass these charges on to you. These will be charged after the journey at direct cost.

How much will I be charged if I keep the driver waiting?

Our drivers will wait for free for 15 minutes for all bookings after the confirmed collection time. After this we will charge additional waiting time, which is calculated in 15 minute sections.

For airport collections, our standard waiting time of 15 minutes begins 30 minutes after the confirmed time the flight has landed.

How much will I be charged if I cancel my booking?

Should you need to cancel a journey within 24 hours of the booking the following charges will apply:
• Up to 12 hours’ notice – 50% fare
• Less than 12 hours – 100% fare

To cancel a booking you can call us on 01223 655314 or email us at bookings@cachetcars.co.uk. For a cancellation of less than 12 hours’ notice we request that you call us.

Accounts

What are the benefits of having an Account?

As an account holder you will receive our priority service, including:

• Full monthly itemised invoices to easily track spending and usage
• Individual client preferences stored for future bookings
• Amended cancellations policy (Business Accounts only)
• 30-day credit facility (Business Accounts only
• Loyalty reward scheme

How do I sign up for an Account?

You can open a Business Account or a Personal Account online or by contacting a member of our team on 01223 655314.

How can I pay my invoice?

You can pay your invoice using BACs payment, Credit / Debit card or cheque. You will chose your method when you set up your Account.

How will my Account be invoiced?

Your Account will be invoiced monthly by email and will include a breakdown of all bookings taken during that period.

Payment terms are 30 days from the date of invoice.

How can I use my reward points?

You begin collecting points from the first Account journey you take with us and through new client or personal referrals and customer feedback. Your points can be used for discounted or free journeys.

Drivers

How do I leave feedback on a driver?

You may receive a feedback request once a booking has been completed. Alternatively you can give us feedback in regards to a driver or any part of your experience at any time.

Are Cachet drivers fully licensed?

All our drivers are fully licenced through the local licensing authority. They must complete a medical, geographical and an enhanced Disclosure and Barring Service (DBS) check.

Can I request a driver?

You can request a driver and we will do our best to allocate them to you however this is not always possible.

What shall I do if my driver is late?

You can call us to check the progress of your driver at any time on 01223 655314.

Your driver will aim to be on site 10 minutes before the confirmed booking time and will send an SMS to confirm their arrival, location, name and vehicle registration.

All of our cars are tracked. In the unlikely event your driver is delayed, we will contact you to advise and make alternative arrangements.

LOST PROPERTY

I’ve lost something in one of your cars. How do I get it back?

If you think you’ve lost an item in one of our vehicles call us on 01223 655314 with a description of your items and contact details.

Social Responsibility

What do you do for the environment?

We take our environmental responsibility very seriously, which is why we recycle the majority of our waste and are in talks with the Carbon Neutral Partnership.

Our knowledge makes for a smooth and pleasant journey