Support
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The quickest way to reach us is by email. A member of the LuxeLegs team reads every message.
Booking and payment
Every listing shows the car, luggage space, the cancellation terms and the price in pounds sterling. The operator is revealed when you book. You can book at the fixed price, or make an offer down to the operator's floor and let them decide.
The price is set by the operator, not by LuxeLegs, and there is no surge pricing. Each operator chooses how they take payment: by card in LuxeLegs, directly, or through their own payment provider. The booking screen shows you which before you send your request. Every request and every offer goes to the operator first, and nothing is taken unless they accept. If they decline, we email you. If you pay by card in LuxeLegs, we email you when they accept, and you pay from My Trips by the time shown; if it is not paid by then, the booking is released and the car goes back on the market.
Changing or cancelling
Each operator sets their own cancellation terms, which are shown on the listing before you book. To cancel, open the booking under your trips in the app. If the app does not let you cancel, email us with your booking reference and we will sort it out with the operator.
An operator cannot swap the car you booked without your agreement. If they propose a different vehicle, the app asks you to accept or reject it.
Extras and extra stops
The price you book at covers the journey from pickup to drop-off, including mileage and fuel. The listing shows which extras the operator charges before you book: waiting after the free waiting time, tolls and zone charges, parking and drop-off fees, and cleaning or damage. If the operator adds one, it appears on the booking in My Trips with the amount, and we email you. You pay the operator for extras direct. LuxeLegs does not take that payment.
If you would like to stop on the way, ask the operator. They send you the cost, and you approve or decline it in My Trips. An approved stop is added to the price of your booking. If an extra does not look right, message the operator first, then email us with your booking reference.
On the day of your journey
Your journey is provided by the operator you booked with. Your confirmation and pickup details are in the app, and you can message the operator from the booking.
If your car has not arrived, or anything about the journey is not as described, message the operator first and then email us with your booking reference so we can follow it up. In an emergency, always call 999.
For operators
- To join LuxeLegs, see how it works for operators.
- For help setting up your profile, listings, drivers and payouts, read the user guide.
- For anything else, including billing and your subscription, email info@luxe-legs.com.
Your account and data
- Forgotten password: choose "Forgot your password?" on the sign-in screen and we will email you a reset link.
- Trouble with a sign-in code: if you use two-step verification and cannot get your code, email us from the address on your account.
- Deleting your account: email us from the address on your account and ask us to delete it.
- Your data: our Privacy Policy explains what we hold and your rights. Use of the website is covered by our Terms & Conditions.