1. About Luxury Lane
These terms apply to bookings with Luxury Lane CPT (Pty) Ltd, trading as Luxury Lane Cape Town.
Website: https://luxurylane.co.za
Email: info@luxurylane.co.za
Address: 51 Gogosha Street, Cape Town, South Africa. Visits by appointment only.
2. Bookings and payment
Car rentals and private tours follow an availability-request process. An availability request or card setup does not confirm a booking. You may withdraw an unconfirmed availability request without a cancellation charge. Luxury Lane confirms the booking in writing after supplier availability is approved and the full service payment is successfully verified. Chauffeur and transfer bookings also follow an availability-request process. Submit your request and authorise your card; payment is taken only after Luxury Lane accepts availability. A request or card setup does not confirm a booking. You may withdraw an unconfirmed request without a cancellation charge. Chauffeur bookings are confirmed in writing after successful payment. Vehicle assignment follows verified payment, and driver details are provided closer to service.
Please check your dates, times, locations, passenger numbers and luggage requirements before paying. Tell us promptly about any errors.
Prices are in South African rand unless stated otherwise. Inclusions, exclusions and any additional charges will be disclosed before payment. Online payments are processed through PayFast.
If we cannot fulfil a booking, we will offer an alternative for your approval or refund the unavailable service.
3. Cancellations and refunds
Send written cancellation notice to info@luxurylane.co.za or the business WhatsApp number published on our website, quoting your booking reference. Notice is measured from receipt, including overnight messages, to the scheduled start of the cancelled service in Cape Town time. A day means 24 hours. Keep a copy of your message.
Car rentals and all private tours
An availability request or card setup does not confirm a booking. You may withdraw an unconfirmed availability request without a cancellation charge. Luxury Lane confirms the booking in writing after supplier availability is approved and the full service payment is successfully verified.
Maximum charges on the cancelled service price, excluding any refundable vehicle security deposit:
| Notice before the service | Maximum charge |
|---|---|
| 14 days or more before the service | Up to 10% |
| 7 days to less than 14 days | Up to 25% |
| 72 hours to less than 7 days | Up to 50% |
| Less than 72 hours, or a no-show | Up to 100% |
The charge will be assessed for reasonableness, considering the nature of the service, notice given, commitments made and the reasonable opportunity to secure a replacement booking. Costs avoided, supplier refunds and replacement bookings will be taken into account. Any supplier cancellation cost is included within the applicable maximum, not added on top. The same loss will not be charged twice. An itemised calculation will be provided.
Standard transfers and chauffeur bookings
For standard transfers and chauffeur bookings only, the following maximum cancellation charges apply:
| Notice before the service | Maximum charge on the cancelled service price |
|---|---|
| At least 7 days before the service | No cancellation charge |
| At least 72 hours but less than 7 days | Up to 25% |
| At least 24 hours but less than 72 hours | Up to 50% |
| Less than 24 hours, or a no-show | Up to 100% |
These percentages are ceilings, not automatic penalties. The charge will be assessed for reasonableness, considering the notice given, the nature of the booking, costs saved, commitments made and our ability to secure a replacement booking. Charges will be reduced where the circumstances justify it.
The standard rental and private-tour schedule above applies to all our car rentals and private tours. Separately contracted external services may have different conditions only if disclosed and accepted before payment, subject to consumer rights. The same loss will not be charged twice. Rental and private-tour policy reference: LL-CANCEL-2026-10-v1.
Where section 17(5) of the Consumer Protection Act applies, no cancellation fee will be imposed when the booking cannot be honoured because of the death or hospitalisation of the person for whose benefit it was made. Reasonable supporting evidence may be requested.
Refunds due will be initiated within seven business days after the amount is established, normally through the original payment method. Banking processing times may vary. Any shorter statutory deadline takes precedence.
4. Booking changes
Changes to dates, routes, vehicles or passenger numbers depend on availability and may affect the price. We will explain any additional cost before you accept the change.
A rescheduling request does not automatically remove a cancellation charge if the original booking cannot be fulfilled and reasonable costs have been incurred.
5. Airport collections and waiting time
Please provide the correct flight number and a reachable contact number.
Domestic airport collections include 60 minutes of waiting after actual landing. International collections include 90 minutes. We monitor the supplied flight details and adjust collection arrangements where reasonably possible.
Other point-to-point collections include 15 minutes from the agreed pickup time.
Additional waiting is charged at the rate disclosed before payment, in started 15-minute increments. Unless a different rate is agreed beforehand, the hourly rate is 10% of the applicable eight-hour chauffeur rate for the booked vehicle category.
Waiting charges do not arise from Luxury Lane arriving late. Please contact us promptly about immigration, baggage or other delays.
6. Chauffeur hours, tours and overtime
Hourly and day bookings run from the confirmed start time to the confirmed end time. Guest delays and requested stops count towards booked time.
Online hourly chauffeur bookings are available for 4 to 12 hours. Bookings of 4 to 11 hours include 25 km per booked hour; the 12-hour package includes 350 km. All driving, waiting and planned stops count towards the booked duration. Requests beyond the booked allowance, or beyond 12 hours or 350 km, must be arranged through our Concierge service and are subject to a separate quotation and confirmation. Extensions are not included automatically. Please obtain office approval before changing the agreed service.
Unless otherwise disclosed before payment, overtime is charged at 10% of the applicable eight-hour chauffeur rate per additional hour, in started 15-minute increments.
The actual overtime rate and any kilometre allowance or excess-distance charge must be stated before payment. Waiting and overtime will not both be charged for the same period. Delays caused by Luxury Lane will not attract overtime charges.
7. No-shows
If a guest cannot be located, we will make reasonable attempts to contact them using the supplied details.
Expiry of the included waiting period does not automatically make a booking a no-show. Where the guest remains unreachable, we may release the vehicle after advising them of our intended departure where possible. Any cancellation charge remains subject to section 3.
8. Vehicles and passenger responsibilities
Please disclose passenger numbers, luggage and child-seat requirements when booking. We cannot exceed safe or lawful vehicle capacity.
If the booked vehicle becomes unavailable, we will propose a suitable replacement. Material changes require your approval.
Passengers must wear seat belts and follow reasonable safety instructions. Smoking, illegal activity and conduct that puts anyone at risk are prohibited. Reasonable, evidenced charges may apply for damage or exceptional cleaning caused by a guest.
9. Car rentals
Rentals are subject to the vehicle-specific rental agreement supplied before payment.
That agreement must identify driver eligibility, required documents, security deposit, insurance and excess, mileage allowance, fuel policy, permitted use, return requirements and additional charges.
The vehicle-specific refundable security deposit is separate from the service price and from cancellation charges. It must clear before vehicle handover. If the vehicle is never handed over, any security deposit collected will be refunded separately without a cancellation deduction. Its collection method, release timeframe and permitted deductions following a rental must be disclosed before payment. Deductions must be explained and supported.
10. Activities and external providers
Activities and other supplier services are subject to availability, weather and safety requirements. Relevant supplier conditions will be disclosed before payment.
If a service cannot proceed, we will explain the available alternatives and refund rights. These terms do not exclude Luxury Lane’s responsibility under applicable law.
11. Complaints and consumer rights
Please report service concerns promptly so we can try to resolve them. Send written complaints with your booking reference to info@luxurylane.co.za.
Nothing in these terms excludes statutory consumer rights or liability that cannot lawfully be excluded. Applicable South African law governs these terms.
12. Privacy and changes
Personal information is handled as described in our Privacy Policy.
The terms accepted when a booking is made apply to that booking. Later website updates do not retrospectively change an existing agreement without agreement or a legal requirement.