Terms and Conditions of Sale

1. Purpose

These Terms and Conditions of Sale govern the booking and provision of chauffeured passenger transport services offered by Lux&Cab to individuals, via the Lux&Cab mobile app, and to businesses, via the business portal.

Any booking implies unreserved acceptance of these Terms and Conditions of Sale, which the customer accepts when confirming their order.

2. Services offered

• Transfer: a journey from a pick-up address to a destination address, with up to three intermediate stops.
• Airport: a transfer to or from an airport; the customer may provide their flight number.
• Hourly hire: a chauffeur booked for a set duration of 2 to 12 hours.

Services are offered in Luxembourg and the Greater Region, within the service area shown in the app at the time of booking.

3. Booking

Bookings must be made at least 24 hours before the pick-up time, within the booking window offered by the app. The customer enters their journey, the date and time, and the number of passengers and pieces of luggage, then chooses a vehicle category.

The customer guarantees the accuracy of the information provided (addresses, times, passenger contact details, flight number). The number of passengers and pieces of luggage may not exceed the capacity of the chosen category.

The booking is recorded as soon as it is confirmed in the app; it is then validated by our team, who assign a chauffeur to the ride.

4. Price

The price is displayed in euros, inclusive of all taxes, before the booking is confirmed. It is fixed and final for the journey, vehicle category and time booked, including any applicable surcharges (night, Sunday).

Each category includes free waiting time, as stated in the offer details. Any change to the journey requested during the ride, any additional stop or any overrun of the booked duration for hourly hire may incur an additional charge.

A valid promotional code may be applied before confirmation; it cannot be combined with other offers or exchanged for cash.

5. Payment

Upon confirmation, the customer saves a payment method (bank card, Apple Pay or Google Pay). No amount is charged at this stage. The price of the ride is charged once the ride is complete.

Payments are processed by our payment provider, Stripe. Lux&Cab does not store any bank card details.

If the payment fails, the customer is notified and undertakes to pay for the ride from the app as soon as possible.

Rides booked from the business portal are paid for under the terms agreed with the company.

6. Changes and cancellation

6.1 By the customer

The customer may cancel their ride from the app as long as it has not started. The cancellation terms specific to the chosen vehicle category, displayed before booking, apply. A ride that has already been paid for and is cancelled under these terms is refunded to the payment method used.

A ride booked from the business portal may be changed or cancelled as long as our team has not yet started processing it.

6.2 By Lux&Cab

If Lux&Cab is unable to provide a ride, the customer is informed as soon as possible and is not charged; any amount already paid is refunded in full.

7. The ride

As soon as a chauffeur is assigned, their contact details, vehicle and position are visible in the app. The passenger must be at the pick-up location at the agreed time.

Once the included waiting time has elapsed, the chauffeur may treat the passenger as a no-show; the ride is then payable in accordance with the category's cancellation terms.

Passengers undertake to respect the vehicle and the chauffeur, as well as road safety rules, in particular wearing a seat belt. Children must travel in a suitable child restraint, which must be requested when booking.

8. Liability

Lux&Cab makes every effort to ensure the punctuality and quality of its services. It cannot be held liable for any delay or failure to perform resulting from force majeure, traffic conditions, or incorrect information provided by the customer.

Items carried remain the responsibility of their owner. Any item left in a vehicle can be reported via the contact page.

9. Complaints

Any complaint relating to a ride must be submitted within 30 days of the ride:

10. Personal data

Data collected for booking and providing rides is processed in accordance with our Privacy Policy.

11. Governing law

These Terms and Conditions of Sale are governed by Luxembourg law. In the event of a dispute, an amicable solution will be sought first; failing that, the matter will be referred to the competent courts of Luxembourg, subject to the mandatory consumer protection provisions that apply.