Last updated: 01/12/2025
1. APPLICABILITY OF TERMS AND BASIS OF CONTRACT
1.1. These terms and conditions (“Terms”) govern your use of the services provided by Luma Black Ltd, trading as LUMA. By making a booking with LUMA, you (“Customer”, “User” or “you”) agree to be bound by these Terms.
1.2. Please review these Terms carefully before making a booking. Your booking constitutes acceptance of these Terms.
2. DEFINITIONS
“LUMA” means Luma Black Ltd (company number 16834345), a private limited company incorporated and registered in England and Wales with registered office at 3rd Floor Suite, 207 Regent Street, London, W1B 3HH, trading as LUMA.
“Services” means the private hire chauffeur and concierge services provided by LUMA, including but not limited to the experiences known as After Dark, Marked, Together, The Day, and Tradition.
“Booking” means your confirmed reservation for Services with LUMA.
“Passenger” means the natural person (who may be you or another individual) who is the subject of the Services.
“Chauffeur” means the LUMA employee assigned to provide the Services.
“Vehicle” means the vehicle used to provide the Services.
“Pick-Up Location” means the location specified by you where the Chauffeur is required to collect the Passenger.
“Pick-Up Time” means the time agreed between you and LUMA for collection of the Passenger.
“Destination” means the location(s) specified in your Booking where Services are to be provided or where the Passenger is to be dropped off.
“Charges” means the fees for the provision of the Services as agreed in your Booking confirmation.
“Provisions” means complimentary champagne, wine, or other refreshments provided as part of the Services.
“Applicable Laws” means all laws, statutes, regulations and codes from time to time in force in England and Wales.
3. MAKING A BOOKING
3.1. Bookings may be made through the LUMA website (luma.black), by telephone (0333 333 3333), or by email (concierge@luma.black).
3.2. Every booking begins with a conversation between you and LUMA to understand your requirements, preferences, and the nature of the occasion.
3.3. By making a booking, you are offering to purchase Services subject to these Terms. A contract will only be formed once LUMA has confirmed your Booking in writing (by email or other written communication).
3.4. You must provide accurate information when making a Booking, including:
- Your full name, email address, and telephone number
- Pick-Up Location, Pick-Up Time, and Destination(s)
- Number of Passengers
- Any preferences, requirements, allergies, or accessibility needs
- Details of any arrangements, reservations, tickets, or venues
3.5. You guarantee that all information provided is true, correct, and up to date.
3.6. If you are booking on behalf of another person (the Passenger), you confirm that you have authority to make the Booking on their behalf and have obtained their consent to provide their personal information to LUMA.
4. LOST PROPERTY
4.1 LUMA is not responsible for any property left in a Vehicle. However, if you believe you have left an item in the Vehicle, please contact LUMA as soon as possible:
- Email: concierge@luma.black
- Phone: 0333 333 3333
4.2 If an item is found in a Vehicle, LUMA will make reasonable efforts to contact you and arrange for return of the item.
4.3 LUMA may charge a reasonable fee for the storage and return of lost property.
4.4 LUMA will retain lost property for a period of 30 days. After this period, if the item has not been claimed, LUMA may dispose of the item at its discretion.
4.5 LUMA is not liable for any loss of or damage to property left in a Vehicle, except where such loss or damage is caused by LUMA’s negligence.
5. PROVISION OF SERVICES
5.1. LUMA will assign a Chauffeur to provide the Services in accordance with your Booking.
5.2. The Chauffeur will receive your itinerary, preferences, and any relevant information necessary to provide the Services to the standard you expect.
5.3. Services include, but are not limited to:
- Collection and drop-off at agreed times and locations
- Multiple stops and waiting periods as agreed in your Booking
- Complimentary Provisions tailored to your preferences
- Assistance with arrangements such as reservations, tickets, or access
- Adjustments to plans on the day if circumstances change
5.4. LUMA will use reasonable efforts to provide Services as agreed in your Booking. However, timings and arrangements may be affected by factors outside our control, including traffic, weather, venue access restrictions, and third-party delays.
5.5. If plans change on the day of your Booking, you may communicate directly with your assigned Chauffeur to make adjustments. LUMA will accommodate changes where reasonably possible, but significant changes may result in additional Charges.
6. PASSENGER OBLIGATIONS
6.1. You must ensure that the Passenger is at the Pick-Up Location at the Pick-Up Time.
6.2. If the Passenger is not at the Pick-Up Location within 15 minutes of the agreed Pick-Up Time, LUMA may:
- Wait for the Passenger and charge for additional waiting time; or
- Cancel the Booking and charge a Cancellation Fee in accordance with clause 8.
6.3. You must be available to receive calls or messages from LUMA or your assigned Chauffeur from the time of Booking until completion of Services.
6.4. You must inform LUMA in advance of any circumstances that may affect the provision of Services, including but not limited to:
- Accessibility requirements
- Allergies or dietary restrictions
- Age restrictions at venues
- Security or access requirements
- Any other special requirements
7. CHARGES AND PAYMENT
7.1. LUMA will charge you the Charges as confirmed in your Booking.
7.2. Payment may be made by credit card, debit card, or bank transfer as agreed at the time of Booking.
7.3. If you choose to store payment details with LUMA, you authorise LUMA and its payment service providers to update stored payment method details (such as when your card expires or is replaced) using information provided by the card issuer or payment service provider.
7.4. LUMA may require a deposit or full payment in advance of providing Services.
7.5. If additional services are provided beyond those included in the original Booking (such as extended waiting time, additional stops, or changed destinations), LUMA will charge you for these additional services at the applicable rates.
7.6. If LUMA incurs additional expenses on your behalf (such as parking fees, congestion charges, venue tickets, or reservations), you agree to reimburse LUMA for these expenses.
7.7. In the event of payment failure, LUMA may suspend your ability to make further Bookings until payment is received.
7.8. LUMA uses third-party payment processors. LUMA is not responsible for errors by these processors.
7.9. To the fullest extent permitted by Applicable Laws, all payments are non-refundable except as set out in clause 8.
8. CANCELLATIONS AND AMENDMENTS
8.1. You may cancel or amend a Booking at any time by contacting LUMA, subject to the following cancellation policy:
- More than 48 hours before Pick-Up Time: Full refund
- 24-48 hours before Pick-Up Time: 50% of Charges refunded
- Less than 24 hours before Pick-Up Time: No refund
8.2. LUMA may cancel a Booking if:
- The Passenger is not at the Pick-Up Location within 15 minutes of the Pick-Up Time
- You or the Passenger breaches these Terms
- The Passenger engages in conduct that poses a risk to the safety of the Chauffeur or others
- Circumstances beyond LUMA’s control make it impossible or unsafe to provide Services
8.3. If LUMA cancels a Booking due to circumstances within its control, you will receive a full refund. If LUMA cancels due to your breach or circumstances beyond its control, no refund will be provided and you will be liable for any costs already incurred.
9. RULES OF CONDUCT
9.1. You guarantee that Passengers will comply with the following rules:
- The number of Passengers must not exceed the seating capacity of the Vehicle assigned to your Booking
- No smoking or vaping
- No littering or damage to the Vehicle
- No distracting the Chauffeur from driving
- No creating hazardous situations
- No abusive, threatening, or inappropriate behaviour toward the Chauffeur
9.2. You are responsible for the cost of repairing any damage to, or necessary cleaning of, the Vehicle in excess of normal wear and tear. If the Chauffeur reports damage or soiling with photographic evidence, LUMA reserves the right to charge you for repair or cleaning costs.
9.3. If a Passenger smokes or vapes in the Vehicle, LUMA will apply a cleaning fee of £200.
9.4. LUMA reserves the right to refuse service or terminate Services immediately if a Passenger breaches these rules.
10. PROVISIONS AND AGE-RESTRICTED PRODUCTS
10.1. LUMA provides complimentary Provisions as part of the Services, tailored to your stated preferences.
10.2. Where Provisions include alcohol or other age-restricted products, the Chauffeur has an obligation to ensure that recipients are at least 18 years of age.
10.3. The Chauffeur may request proof of age (passport or valid driving licence). If age cannot be verified, or if the Chauffeur believes a Passenger is already intoxicated, the Chauffeur will not provide age-restricted Provisions.
10.4. You must inform LUMA of any allergies, dietary restrictions, or preferences when making your Booking. LUMA cannot guarantee that Provisions will be free from allergens unless specifically requested and confirmed in advance.
11. INTELLECTUAL PROPERTY
11.1. All trademarks, copyright, database rights, and other intellectual property rights relating to the LUMA website and brand are owned by LUMA.
11.2. You may not reproduce, distribute, modify, or create derivative works from any content on the LUMA website without written permission from LUMA.
12. DATA PROTECTION AND PRIVACY
12.1. LUMA processes personal data in accordance with its Privacy Policy, which is available at luma.black/privacy.
12.2. For quality assurance and training purposes, LUMA may record telephone calls and retain records of communications.
13. LIABILITY
13.1. Nothing in these Terms excludes or limits LUMA’s liability for:
- Death or personal injury caused by LUMA’s negligence
- Fraud or fraudulent misrepresentation
- Any other liability which cannot be excluded under Applicable Laws
13.2. Subject to clause 13.1, LUMA’s total liability for any and all claims arising from provision of Services shall not exceed the total Charges paid for the relevant Booking.
13.3. LUMA is not liable for:
- Delays caused by traffic, weather, or circumstances beyond LUMA’s control
- Denial of access to venues or events due to third-party policies
- Cancellation or changes to third-party reservations, tickets, or arrangements
- Loss of or damage to personal belongings (unless caused by LUMA’s negligence)
- Any indirect, consequential, or punitive losses
13.4. You are responsible for ensuring that you and any Passengers have appropriate travel insurance and personal insurance.
14. COMPLAINTS AND DISPUTES
14.1. If you have a complaint about the Services, please contact LUMA as soon as possible:
- Email: concierge@luma.black
- Phone: 0333 333 3333
14.2. LUMA will investigate complaints using its internal complaints-handling procedure and will respond within 14 days.
14.3. If a dispute cannot be resolved through LUMA’s complaints procedure, the parties shall first attempt to settle the dispute through mediation.
14.4. These Terms and all disputes arising from them are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
15. GENERAL
15.1. LUMA may update these Terms from time to time by posting a revised version on its website. Continued use of Services after changes are posted constitutes acceptance of the updated Terms.
15.2. If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force.
15.3. LUMA may assign or transfer its rights and obligations under these Terms without your consent.
15.4. These Terms constitute the entire agreement between you and LUMA regarding the Services and supersede all prior agreements or understandings.
15.5. No waiver of any term shall be deemed a further or continuing waiver of that term or any other term.
Luma Black Ltd (trading as LUMA)
Company Number: 16834345
Registered Office: 3rd Floor Suite, 207 Regent Street, London, W1B 3HH