Last updated: 24 August 2026
VIP Wheels acts as a principal licensed private hire operator.
Principal Contract: We enter into a contractual obligation as principal directly with the passenger to provide the journey.
Liability: VIP Wheels is directly liable in relation to the transportation services and responsible for anything that may occur on the journeys subject to the accepted bookings. We accept full legal responsibility for fulfilling the booking from start to finish.
Licensing Standards: A guarantee that the booking will only be fulfilled using a TfL-licensed driver and a TfL-licensed vehicle.
VIP Wheels alone accepts the booking. Drivers are strictly prohibited from accepting, amending, or negotiating bookings directly.
Booking Channels: Bookings must be made via our website (www.thevipwheels.com), telephone line (020 3892 5008) or email (info@thevipwheels.com).
Advance Booking: All journeys must be booked in advance.
Acceptance: A contract is only active once we formally accept and confirm your booking request.
Pre-Journey Details: Before your journey begins, VIP Wheels will send you a booking confirmation via email, text message and phone.
Required Data: The confirmation will include the driver's name, photo, the driver's private hire licence number as shown on the ID the driver is wearing, and the vehicle registration mark. The confirmation will also include the contact details of VIP Wheels.
Record Keeping: We log the names of staff members who handle and dispatch your specific booking.
All fares are quoted at the time of booking. Any additional charges (for example tolls, parking, and waiting time) will be communicated to you before the booking is confirmed.
Payment Methods: Payments can be made via bank transfer or a secure payment link. Payment must be completed as agreed at the time of booking.
Customer Cancellation: You may cancel your booking by contacting VIP Wheels via phone, email or the app. Charges may apply if the cancellation occurs after a driver has been dispatched.
Driver and Vehicle Safety: All our drivers and vehicles are licensed by Transport for London (TfL). Vehicles are subject to strict TfL inspections and emission requirements.
Capacity: Vehicles can only carry up to the maximum number of passengers for which they are licensed.
Any property left in the vehicle will be handled in accordance with TfL lost property guidelines. Please contact our customer service team (020 3892 5008 or info@thevipwheels.com) if you have left an item in a vehicle.
If you are unsatisfied with the service provided, please contact our team directly at 020 3892 5008 or info@thevipwheels.com. We will acknowledge and investigate your complaint in line with our TfL-approved complaints handling procedure.
We process your personal data in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). By using our services, you consent to our processing of your data to fulfil your booking. We retain booking records, including the name of the dispatcher, the driver's PHV licence, and the vehicle registration, for regulatory purposes required by TfL. VIP Wheels is registered with the Information Commissioner's Office (ICO), the UK's independent regulator created to uphold information rights and promote good practice, and we comply with our data protection responsibilities.