Frequently Asked Questions
Everything you need to know about Driver & Butler — from booking and payment to airport transfers, fleet options and corporate accounts. Can't find your answer? Reach our team at booking@driverandbutler.com.
Booking
How far in advance must I book?
You can book up to 12 months in advance, or as little as 1 hour before your ride, subject to availability.
Booking
How do I book a ride?
Use our online booking form: enter your pickup and drop-off, date, time and vehicle type. You receive an instant fixed quote and confirmation by email.
Booking
Can I book a return journey?
Yes. You can schedule a return leg at the time of booking, or add it later from your client dashboard.
Booking
Can I book for someone else?
Absolutely. Simply enter the passenger's name and contact details during booking — useful for assistants, families and corporate travel.
Booking
Can I modify my booking?
Yes. Bookings can be modified from your dashboard up to a reasonable time before pickup. Contact us for last-minute changes.
Booking
Will I receive a confirmation?
Yes. A confirmation email with all ride details and your reference number is sent immediately after booking.
Booking
Can I request a specific chauffeur?
Where possible we honour chauffeur preferences for returning clients. Mention it in your booking notes.
Booking
Do you operate 24/7?
Yes. Rides can be booked and operated around the clock, including nights, weekends and public holidays.
Pricing
Is pricing fixed?
Yes. Every quote is fixed at booking — no surge pricing, no hidden fees. What you see is what you pay.
Pricing
What payment methods are accepted?
You can pay online by card (Stripe), via your prepaid Wallet, or directly to the chauffeur on board (cash or card).
Pricing
Can I pay on board?
Yes. Cash or card payment to the driver is available. You can also pay online in advance via your Wallet or by card.
Pricing
Are tolls and extras included?
Your fixed quote includes the journey. Tolls and optional extras, where applicable, are itemised separately and taxed at the standard rate.
Pricing
Do you charge for waiting time?
A reasonable grace period is included. Extended waiting may be charged at a transparent per-hour rate shown before you confirm.
Pricing
Is there a surcharge at night?
Pricing is fixed at booking. Any applicable time-based rate is already reflected in the quote you see — no surprise surcharges.
Pricing
Can I get a quote without booking?
Yes. The booking form shows your fixed price instantly before any commitment or payment.
Wallet
How does the Wallet work?
The Wallet is a prepaid balance you top up in advance. It is debited automatically for your rides — fast, cashless and secure.
Wallet
Is there a loyalty bonus?
Yes. Top up €100 and receive €110 in credit. Loyalty bonuses are added instantly to your Wallet.
Wallet
Can I pay part Wallet, part card?
Yes. If your Wallet balance is insufficient, the remainder is charged to your card. Only the card portion is invoiced, to avoid double VAT.
Wallet
Do Wallet credits expire?
Your prepaid balance remains available on your account. Check your dashboard for the current balance at any time.
Wallet
Can I get a refund of my Wallet balance?
Unused balances can be handled on request via our support team, subject to our terms.
Wallet
Is a top-up invoiced?
Yes. Each Wallet top-up generates a VAT invoice at the time of recharge. The loyalty bonus is a commercial gesture and is not invoiced.
Invoicing
Is a VAT invoice available?
Yes. A full VAT invoice is available for every ride from your account — transport at 10%, options and tolls at 20%.
Invoicing
Where do I find my invoices?
All invoices are available for download in your client dashboard under your ride history.
Invoicing
Do you support electronic invoicing?
Yes. Our invoices comply with the French Factur-X (EN16931) e-invoicing standard for 2026/2027.
Invoicing
Can I add my company details to invoices?
Yes. Add your company name, SIRET and VAT number in your profile and they appear automatically on your invoices.
Invoicing
Can I get a single monthly invoice?
Corporate and fleet accounts can benefit from consolidated, centralised invoicing. Contact us to set this up.
Airports
What happens if my flight is delayed?
We track your flight in real time. Your chauffeur is notified automatically and adjusts the pickup time accordingly — at no extra charge.
Airports
Do you offer Meet & Greet?
Yes. Your chauffeur can greet you in the arrivals hall with a name sign and assist with your luggage.
Airports
Where will my driver wait at the airport?
Your chauffeur monitors your arrival and meets you at the agreed point. Exact instructions are confirmed before pickup.
Airports
Do you track trains too?
Yes. For station transfers we monitor train arrivals so your chauffeur is ready when you step off.
Airports
How long will the driver wait after landing?
A generous grace period for arrivals is included to account for immigration and baggage collection.
Airports
Can you handle early morning or late flights?
Yes. We operate around the clock, including very early and very late flights.
Fleet
What vehicles are available?
Our Mercedes-Benz fleet ranges from Executive Sedan and Luxury S-Class to premium SUV, and Economy or Business vans for groups.
Fleet
How many passengers can you carry?
From up to 3 in a sedan to 7 in a van. Choose the vehicle class that fits your party at booking.
Fleet
How much luggage can I bring?
Capacity ranges from 2 large suitcases (sedan) to 7 (van). Select the right vehicle for your luggage at booking.
Fleet
What onboard amenities are provided?
Still & sparkling water, high-speed Wi-Fi, device chargers, climate control and refreshing wipes.
Fleet
Are child seats available?
Child seats can be requested in your booking notes. Please specify the child's age so we provide the correct seat.
Fleet
Are your vehicles non-smoking?
Yes. All vehicles are strictly non-smoking to ensure a clean, comfortable environment for every passenger.
Chauffeurs
Are your chauffeurs professional?
Yes. All chauffeurs hold a valid VTC licence and are selected for professionalism, discretion and local knowledge.
Chauffeurs
Do chauffeurs speak English?
Many of our chauffeurs are multilingual. Let us know your preference and we will do our best to accommodate it.
Chauffeurs
How will I recognise my driver?
You receive your chauffeur's details before pickup, and you can contact them through a privacy-protected number.
Chauffeurs
Is my phone number shared with the driver?
No. Calls and messages pass through a relay number, so neither party sees the other's real number.
Chauffeurs
How do I become a chauffeur?
Visit our Become a Driver page and complete registration. Your documents are verified, typically within 48h.
Support
How do I cancel a ride?
Cancel from your dashboard. Our cancellation terms depend on how close to pickup the cancellation is made.
Support
What is your no-show policy?
If the passenger cannot be located after the grace period, a no-show charge may apply as set out in our terms.
Support
Can I track my ride in real time?
Yes. Once your chauffeur starts the journey you can follow each step — en route, arrived, on board — from your dashboard.
Support
Will I be notified when the driver is on the way?
Yes. You receive a notification when your chauffeur is on the way and again when they have arrived.
Support
How do I contact support?
Email booking@driverandbutler.com or use the contact form. We respond promptly during operating hours.
Accounts
Can companies open an account?
Yes. Corporate and fleet manager accounts are available with centralised invoicing and dedicated support.
Accounts
Can I save favourite addresses?
Yes. Save home, office and frequent destinations in your profile for faster booking.
Accounts
How is my personal data handled?
Your data is processed in line with GDPR. We never sell your information, and sensitive details are protected.
Accounts
Do you serve partners and concierges?
Yes. Hotels, concierges and travel operators can send rides directly into our system via our partner integrations.