1. Definitions and Interpretation

In these Terms & Conditions, the following definitions apply:

• “We”, “Us”, “Our”, “EFC” refers to Vanguard Travel & Services Ltd, trading as Elegance Funeral Cars.
• “Vehicle Owner” means the independent supplier who owns or operates the funeral vehicle and provides the chauffeur-driven service.
• “Client” means the person or organisation making the booking, including (without limitation) a Funeral Director, family member, executor, friend, or other authorised representative.
• “Funeral Director” means a professional funeral director acting on behalf of the bereaved family and authorised to coordinate and give instructions relating to the funeral arrangements.
• “Day of Service” means the date on which the funeral car hire service is scheduled to take place.
• “Booking” means a reservation for funeral car hire services which has been accepted and confirmed by the Vehicle Owner.
• “Reservation Fee” means any upfront payment required to secure the booking, whether collected by EFC or paid directly to the Vehicle Owner.
• “Total Booking Price” means the full price payable for the service, including any administration or platform fees.

References to “writing” include email and other electronic communications. Headings are for convenience only and do not affect interpretation.

2. Information About Us

Elegance Funeral Cars is a trading name of Vanguard Travel & Services Ltd, a company registered in England and Wales under company number 08229659.

Our registered office is: Suite A, 82 James Carter Road, Mildenhall, Bury St Edmunds, England, IP28 7DE.

We operate an online booking and administration platform which connects Clients with independent Vehicle Owners.

3. Our Role as a Booking Platform

Elegance Funeral Cars operates solely as an intermediary booking platform. We do not own, operate, or maintain funeral vehicles and we do not provide chauffeur-driven services ourselves.

The funeral car hire service is provided entirely by the Vehicle Owner. The Vehicle Owner is responsible for the vehicle, chauffeur, conduct of the service, and compliance with all legal and licensing requirements.

For the avoidance of doubt:

• EFC is not the service provider;
• EFC is not responsible for the performance of the service;
• EFC does not supervise or control Vehicle Owners;
• EFC does not guarantee the actions or omissions of any Vehicle Owner.

Any assistance provided by EFC before or after the booking is administrative only and does not make EFC responsible for the delivery of the service.

4. Your Contract with the Vehicle Owner

When a booking is confirmed, a legally binding contract is formed between the Client and the Vehicle Owner.

EFC is not a party to this contract and accepts no liability arising from it, except where required by law.

Where a Funeral Director makes a booking or issues instructions, the Client acknowledges that the Funeral Director is authorised to act on behalf of the bereaved family and that such instructions are binding.

Instructions or decisions made by third parties, including crematoria, cemeteries, clergy, local authorities, or Funeral Directors, do not create liability for EFC.

5. Making a Booking

An enquiry or quotation request does not constitute a booking. A booking is only confirmed once accepted by the Vehicle Owner and confirmed in writing.

Availability is not guaranteed until confirmation is issued. Due to the nature of funeral services, availability may change at short notice.

Prices are set by the Vehicle Owner. While reasonable care is taken to ensure accuracy, errors may occur. If an error is identified, you will be given the option to proceed at the corrected price or cancel for a full refund.

A Reservation Fee may be required to secure the booking. Failure to pay the Reservation Fee or balance by the stated deadline may result in cancellation.

6. Description of Funeral Car Hire Services

The funeral car hire service consists of the provision of a chauffeur-driven vehicle by the Vehicle Owner in accordance with the itinerary confirmed at booking.

Services may include, without limitation, transport of the deceased, immediate family members, clergy, or mourners, depending on the vehicle booked. The specific service provided is limited to what is expressly confirmed in writing.

Images, descriptions, vehicle names, and specifications displayed on the EFC platform are illustrative only. Vehicles may vary in appearance due to age, restoration status, weather conditions, or lighting.

Many funeral vehicles are specialist, vintage, or classic vehicles. Minor cosmetic imperfections, wear consistent with age, or operational limitations associated with such vehicles do not constitute a fault or breach of contract.

Any additional items or gestures provided without charge, including but not limited to floral elements, route adjustments, or waiting time beyond that agreed, are discretionary and are not contractual obligations.

The service is deemed complete when the vehicle is released by the Funeral Director or authorised representative, or when the agreed service time has elapsed, whichever occurs first.

7. Changes Requested by the Client

Requests to change the booking, including changes to vehicle, timings, route, or itinerary, must be made as soon as reasonably possible.

Prior to booking handover, change requests should be made via EFC. After handover, all change requests must be made directly to the Vehicle Owner.

All changes are subject to availability and may result in a price adjustment. EFC and the Vehicle Owner are under no obligation to accept change requests.

Where a Funeral Director is involved, the Client acknowledges that the Funeral Director has authority to request or approve reasonable operational changes on the day of service.

Conflicting instructions from multiple parties will be resolved by deferring to the Funeral Director, where appointed. Neither EFC nor the Vehicle Owner will be liable for outcomes arising from such conflicts.

8. Changes Made by the Vehicle Owner

The Vehicle Owner reserves the right to make minor changes to the service where required for legal, safety, or operational reasons.

Minor changes include, without limitation, changes to route, timing adjustments caused by traffic or venue instructions, or substitution of chauffeur.

Where a significant change is required which materially affects the service, you may be entitled to cancel the booking in accordance with Section 11.

Safety considerations will always take precedence over aesthetic or sentimental preferences. Neither EFC nor the Vehicle Owner will be liable for changes made in the interests of safety or legality.

9. Unexpected Vehicle or Chauffeur Availability Issues

An unexpected availability issue may arise due to circumstances beyond the reasonable control of the Vehicle Owner, including but not limited to theft, accident damage, mechanical failure, sudden illness, or any situation where use of the contracted vehicle would be illegal or unsafe.

In such circumstances, the Vehicle Owner reserves the right to substitute the contracted vehicle or, where substitution is not possible, to cancel the booking in accordance with this section.

9.1 Issues arising more than 24 hours before the Day of Service

Where an unexpected availability issue arises more than 24 hours before the scheduled service start time, either EFC (acting on behalf of the Vehicle Owner) or the Vehicle Owner will contact the Client as soon as reasonably practicable.

You may be offered one of the following options:

• An alternative vehicle of similar or lesser value, subject to availability. Where a lesser-value vehicle is accepted, a refund of the difference may apply.
• Termination of the contract, in which case applicable refunds will be issued in accordance with Section 11.

9.2 Issues arising within 24 hours of the Day of Service or during service

Where an unexpected availability issue arises within 24 hours of the scheduled service start time, or after the service has commenced, the Client acknowledges that the ability to source a like-for-like replacement may be limited.

You agree to allow the Vehicle Owner and/or EFC a reasonable opportunity to attempt to source alternative transport on your behalf.

Alternative transport may be provided by a different Vehicle Owner and may not be of the same style, age, or value as the originally booked vehicle.

Where a lesser-value vehicle is provided, a partial refund of the difference may apply. Where no suitable alternative can be arranged, the contract will be treated as terminated and refunds will be assessed in accordance with Section 11.

10. Service Delivery and Timing

The Vehicle Owner will use reasonable care and skill to arrive at the agreed collection location at the agreed time.

The Client is responsible for ensuring that all addresses, timings, and access information are accurate and communicated clearly in advance.

Neither EFC nor the Vehicle Owner is responsible for delays caused by factors outside their reasonable control, including but not limited to traffic conditions, road closures, accidents, weather, or instructions given by crematoria, cemeteries, clergy, or local authorities.

Where a delay occurs due solely to the fault of the Vehicle Owner and exceeds thirty (30) minutes, the Client may elect to:

• Cancel the service and receive a full refund; or
• Proceed with the service and request a partial refund proportionate to the impact of the delay.

If the service proceeds, this does not constitute a waiver of the right to seek a partial refund, provided the issue is raised promptly.

The service may be concluded early where the Funeral Director or authorised representative instructs that the vehicle is free to leave.

11. Your Right to Cancel

Funeral car hire services are time-specific and arranged for a specific date and time. As such, statutory cooling-off rights under the Consumer Contracts Regulations do not apply once a booking has been confirmed, except where expressly stated below.

Where a booking is made more than seven (7) days before the Day of Service, a discretionary 24-hour cooling-off period applies from the time booking confirmation is issued.

During this cooling-off period:

• You may cancel the booking for any reason;
• Any Reservation Fee paid may be refunded, less a reasonable administration charge to reflect work already undertaken.

Where a booking is made within seven (7) days of the Day of Service, the cooling-off period does not apply.

11.1 Cancellation where the Vehicle Owner is not at fault

If you cancel the booking and the Vehicle Owner is not at fault, the following cancellation terms apply:

• More than seventy-two (72) hours before the scheduled service start time: the Reservation Fee is non-refundable and up to 50% of the remaining balance may be payable.
• Within seventy-two (72) hours of the scheduled service start time: the Reservation Fee is non-refundable and the full remaining balance may be payable.

These charges reflect the difficulty of reallocating specialist funeral vehicles at short notice and are considered reasonable compensation rather than a penalty.

11.2 Postponement

Where a funeral is postponed rather than cancelled, the Vehicle Owner may, at their discretion, agree to transfer the booking to a new date, subject to availability and any applicable price adjustment.

EFC has no obligation to secure alternative availability where a postponement is requested.

11.3 Cancellation due to Vehicle Owner fault

You may cancel the booking and be entitled to a full or partial refund where cancellation arises due to a material failure by the Vehicle Owner, including but not limited to:

• Failure to attend the service;
• Delay exceeding thirty (30) minutes due solely to the Vehicle Owner’s fault;
• Unavailability of the contracted vehicle where no suitable alternative is provided;
• Any other material breach of contract.

Refunds due under this section will be processed within seven (7) business days of agreement.

12. Force Majeure

Neither the Vehicle Owner nor EFC shall be liable for any failure or delay in the performance of the service where such failure or delay is caused by a Force Majeure event.

A Force Majeure event includes, without limitation:

• Severe weather conditions;
• Road closures, accidents, or major traffic incidents;
• Acts of government or public authorities;
• Public health emergencies or restrictions;
• Industrial action or civil unrest;
• Any other event beyond the reasonable control of the Vehicle Owner or EFC.

Where a Force Majeure event occurs before the Vehicle Owner has commenced travel to the service, a partial refund of up to 50% of the Total Booking Price may apply, subject to costs incurred.

Where a Force Majeure event occurs after travel has commenced or during the service, no refund will be due.

Safety considerations will always take precedence. The Vehicle Owner may suspend, alter, or cancel the service where continuing would pose a risk to safety or legality.

13. Cancellation by the Vehicle Owner

13.1 Cancellation due to Client breach

The Vehicle Owner may cancel the booking with immediate effect where the Client materially breaches these Terms, including but not limited to:

• Failure to make required payments when due;
• Failure to provide essential service information;
• Material changes to the itinerary which fall outside the agreed service scope or geographic area;
• Abusive, threatening, or unsafe behaviour.

Where cancellation occurs under this section, payments already made may be retained as reasonable compensation.

13.2 Cancellation where the Client is not at fault

Where the Vehicle Owner cancels the booking for reasons not attributable to the Client, including sudden illness or fleet withdrawal, a full refund of all amounts paid will be issued.

Where time permits, reasonable efforts may be made to source an alternative vehicle, but this is not guaranteed.

14. Pricing and Payment Terms

The Total Booking Price is the price confirmed at booking and includes all mandatory charges applicable to the service as described.

Prices are set by the Vehicle Owner. EFC may include an administration or platform fee within the quoted price.

A Reservation Fee may be required to secure the booking. The Reservation Fee:

• Confirms the vehicle is reserved for the specified date and time;
• Forms part of the Total Booking Price;
• Is generally non-refundable except as expressly stated in these Terms.

Any remaining balance must be paid directly to the Vehicle Owner by the due date specified in the booking confirmation.

Failure to pay the balance by the due date may result in cancellation without further notice.

Payment methods, deadlines, and any late payment charges are determined by the Vehicle Owner and will be communicated in writing.

15. Refunds and Payment Disputes

Refunds will be issued using the original payment method wherever possible. Processing times may vary depending on the payment provider.

Where a dispute arises, the Client must notify the Vehicle Owner or EFC as soon as reasonably practicable.

Initiating a chargeback or payment dispute without first attempting to resolve the matter may delay resolution and does not remove the obligation to comply with these Terms.

Disputed amounts will not accrue interest while under review.

16. Liability and Limitations

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

Subject to the above, the Vehicle Owner’s total liability for any claim arising out of or in connection with the service shall be limited to the Total Booking Price.

EFC’s liability, where it arises at all, is strictly limited to losses directly attributable to its own breach of these Terms and shall not exceed any platform or administration fee paid to EFC.

For the avoidance of doubt, neither the Vehicle Owner nor EFC shall be liable for:

• Loss of enjoyment of the service;
• Distress, upset, anxiety, or emotional harm;
• Indirect or consequential losses;
• Losses caused by third parties, including crematoria, cemeteries, clergy, local authorities, or other service providers.

While the sensitive nature of funeral services is recognised, the exclusion of liability for emotional distress reflects the practical and legal limits of liability in time-critical transport services.

17. Client Responsibilities

The Client is responsible for ensuring that all information provided is accurate, complete, and provided in good time.

This includes, without limitation:

• Correct addresses, timings, and routes;
• Accurate passenger numbers and requirements;
• Clear access instructions for all locations;
• Provision of a reliable day-of-service contact.

The Client is responsible for the conduct of all passengers and representatives. Abusive, threatening, unsafe, or inappropriate behaviour may result in termination of the service without refund.

The Client is responsible for ensuring that personal belongings are removed from the vehicle at the conclusion of the service. Neither the Vehicle Owner nor EFC accepts responsibility for items left behind.

Clients are strongly advised to consider contingency arrangements, particularly where strict timing is critical.

18. Data Protection and Privacy

All personal data is processed in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

To facilitate the service, EFC will share relevant personal information with the Vehicle Owner. This may include names, contact details, itinerary information, and any special requirements.

Personal data will not be shared with third parties except where necessary to deliver the service, required by law, or authorised by the Client.

Further details are set out in EFC’s Privacy Policy, which forms part of these Terms.

19. General Legal Terms

The Vehicle Owner may transfer their rights and obligations under this contract to another party, provided this does not adversely affect the Client’s rights.

The Client may not transfer their rights or obligations without prior written consent.

This contract is between the Client and the Vehicle Owner only. No third party, including EFC, has any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions shall remain in full force and effect.

A failure or delay to enforce any provision does not constitute a waiver of that provision.

20. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of England and Wales.

Legal proceedings may be brought in the courts of England and Wales. Clients resident in Scotland or Northern Ireland may also bring proceedings in their local courts.

Alternative Dispute Resolution (ADR) is available via appropriate bodies, including those recognised by the Chartered Trading Standards Institute. Use of ADR does not affect the right to pursue legal action.