Terms and Conditions

General Terms for Chauffeurs ("Chauffeur Terms")

These Chauffeur Terms establish the legal agreement for each transportation provider ("You, Your" collectively referred to as "Chauffeurs").

Prime PM provides You with Journey(s) bookings in accordance with these Chauffeur Terms.

The transportation services that You provide to Passengers shall be referred to in these Chauffeur Terms as "Journey, Journeys, or Journey(s)".

Transport for London is mentioned as “TfL” Public Carriers Office is Mentioned as “PCO”

1. Prime PM

   1.1 The Chauffeur Terms are a legally binding agreement under which You:

   1.1.1 Agree, to the extent You agree to do so on any occasion, to provide transportation services to members of the public requesting such services when Prime PM communicates with you about the journey of Passenger(s).

   1.2 These Chauffeur Terms apply between You and Prime Group PM LTD (a company registered in the United Kingdom, with company number 15507331). Prime Group PM LTD is here in this agreement/document known as “Prime PM.”

2. Mobile Phone and Navigation: You will not be given any work without a mobile phone that is capable of making and receiving calls and to receive SMS, Internet, Navigation. In case, for some reason, your phone does not have a Navigation system built-in, you will be required to buy a Satellite Navigation (SAT NAV) system.

3. Dress Code: Your dress code for Chauffeurs is a dark suit, plain white shirt, tie, and black shoes.

4. Post-Job Protocol: You must call empty after each job and before going off the shift.

5. Job Allocation: You are not permitted to pull off/self-allocate a job without the permission of the Controller.

6. Shift Commitment: Chauffeurs should commit to their pre-declared shifts, aiding Prime PM in better journey planning.

7. Morning Wakeup Call: Chauffeurs must call 1 hour 15 minutes before the first job of the day every day; it's called a wakeup call.

8. Documentation: You are not allowed to work without a valid copy of Chauffeur's License, insurance, MOT, and PCO Chauffeur's and vehicle permits.

9. Passenger Assistance: You are expected to assist passengers with their luggage and be courteous at all times.

10. Navigation Tools: You are required to carry a suitable Map book; one for Greater London and one for outer London, either with navigation.

11. Vehicle Cleanliness: PCO registered Car/Vehicle used must be clean inside and outside at all times.

12. Random Checks: Random checking will be done by management for the cars and drivers.

13. Radio Use: If you turn on your radio, it should be discreet.

14. Phone Etiquette: You should be very brief on the phone. Always mention your Call Sign and the reason for making a call. E.g., I am E02, I have cleared in NW5.

15. Corporate Account Procedures: Journeys booked by corporate Account customers will be paid the following week. Always get the Account Docket signed. Any extras such as Waiting Time, Usage of M25, or Gratuity should be signed by the passenger.

16. Meeting Points: The meeting point at Heathrow Terminal 2, 3 WH SMITH, 4, Terminal 5 is Costa Coffee. City airport, Stansted airport, Gatwick airport, and Luton airport in the arrival hall.

17. Punctuality: If You are running late, You have to inform the office.

18. Flight Details: You will be given all the information required such as Contact Name, Contact number, address, and flight number. It is Your responsibility to monitor the flight and to be on time to pick up the passenger. It’s advised to call the passenger 15 minutes after the landing.

19. Parking Charges: Parking charges for journeys booked by Corporate Account customers will be paid by Prime PM on following the week of the journey. You are required to submit originals of the Parking ticket with Prime PM.

20. Sub-Contracting Prohibition: Chauffeurs are strictly prohibited from sub-contracting any job; as this is illegal, failure to comply with will result in the instant cancellation of this contract.

21. Baby Seats: All Chauffeurs are expected to have their own Baby Seats according to PCO rules.

22. Passenger Requests: Prime PM will accept Passenger requests for Journeys and then prompt You via the SMS if a relevant passenger booking has been generated for a Journey when You are on shift. These Passenger bookings will be exclusive to you as long as you accept them in time. If you fail to accept the booking, then that booking will also be offered to another Chauffeur.

23. Journey Agreements: Each Journey booking you accept constitutes a distinct agreement between Prime PM (the operator) and the passenger, with Prime PM entering into the contractual obligation as the principal to provide the journey. The agreement comes into force when you accept the booking from Prime PM. You, as the driver, accept this booking as a separate agreement to fulfill the journey under the conditions set by Prime PM and in accordance with the passenger's requested destination.

24. Earnings and Allocations: Prime PM does not guarantee amount earnings and the number of allocations of bookings for Journeys in any amount of time.

25. Shift Availability: You are obliged to accept any offers for allocations of Journey bookings during your pre-declared shift timings. Prime PM encourages You to keep your availability up to date with Prime PM, i.e. when You are and are not available, as this helps Prime PM to offer to allocate, in principle, the bookings for Journeys it has accepted in an efficient manner.

26. Journey Cancellations: You may cancel a Journey which you have accepted 1 hour 30 minutes before You begin the Journey by informing Prime PM. However, Prime PM will monitor the number and frequency of Journeys You cancel and reserves the right to suspend or terminate this contract where You repeatedly, or consistently, cancel Journeys after You have accepted them.

27. Passenger Feedback and Complaints: As and when Passengers may provide feedback on You and Your provision of the Journeys. Any appreciation of service will be communicated to you. In case of a complaint, Prime PM has the right to investigate the issues and may specifically question you about the feedback. You may be asked to visit the registered office to help Prime PM with those investigations. Prime PM reserves the right to take disciplinary action, Fine, Suspend or Terminate this contract if you found in gross violation of Law, TfL policies or Justairports rules.

28. If you are found in violation(s) and Prime PM has to pay compensation because of your actions. You will be liable to pay for those compensations and damages. Prime PM decision on those matters will be final.
    
    Your Commitments to Passenger

29.  As a Chauffeur, you commit to each passenger that You will provide a high level of service to the Passengers in respect of the Journeys which You agree to provide to the Passengers. In order to maintain Prime PM's integrity and reputation, Prime PM monitors Your activity. In the course of You providing the Journeys to the Passengers, You commit to the Passengers that you will:
    29.1. Convey the Passenger from their collection point to their point of destination in a reasonably direct and efficient manner as You deem fit in your discretion, subject to appropriate unforeseen circumstances (such as a mechanical breakdown);
    29.2. Comply with all laws and regulations applicable; at all times be medically fit to Operate a motor vehicle, including being free from the influence of alcohol or drugs;
    29.3. Not engage in reckless behaviour while driving or drive unsafely, including by operating a vehicle that is unsafe or illegal to drive or allowing a third party to operate the vehicle;
    29.4. Act in a professional manner in accordance with the business ethics applicable to providing passenger transportation and endeavor to perform the Passenger’s request in the best interest of the Passenger;
    29.5.Not carry weapons (or permit weapons in your vehicle), use or encourage violence, racism or discrimination in any form;
    29.6.Have and maintain valid hire and reward insurance, and that is required in the applicable jurisdiction for providing passenger transportation services; and
    29.7.Only use personal data provided by Prime PM of Passenger in accordance with GDPR Law and other applicable Laws. You commit to use, passengers the data forwarded to you, for that specific booking only. You will not try and contact Passenger(s) once the drop off is done without seeking explicit permission from Prime PM. You will protect the data and will not divulge any journey information to any unauthorized person in any situation.
    29.8. Acknowledge that Prime PM has no control over the Passenger. Prime PM shall have no responsibility or liability with respect to how (or whether) the Passenger uses Your Journeys, including delays or damage to person or property.
    29.9.Commit to report to Prime PM any event out of the ordinary that occurs during the Journey. Prime PM shall keep a record of all Journey bookings, complaints, and lost property for the purposes and uses as elaborated in the Prime PM Privacy Policy.

30. Identification & Meet & Greet of Passengers
    30.1. Before starting a Journey, You must verify that You are providing the Journey to the Passenger whose details were sent to you via SMS/Email by Prime PM.
    30.2. For Passenger(s) Pickup from Airports You agree to convey Passenger from pre-defined meet point, as listed in Clause# 17 or an agreed meeting point with a passenger which will be communicated to you in advance, help them with their luggage to the car.

31. You will provide the original parking charges receipt to the Passenger, for all booking with cash, for reimbursement.

32. Fares
    32.1 As a Chauffeur, you are required to purchase the Start-Up Kit for Chauffeurs before your first journey. This kit must be used for every journey, ensuring a high standard of service. However, an exception applies if you are completing School Runs or Minicab jobs with us, where you may use the Budget Package instead.
    32.2 You agree the pre-defined tariff and charges laid down by Prime PM is sufficient for you to make enough remuneration to pay for all expenses and save enough for your livelihood i.e equal or more than national minimum wage. From time to time changes in Tariff’s will be done by Prime PM so that you and all other Chauffeurs can make sufficient remunerations. But those changes will be done by Prime PM's discretion.
    32.3 Prime PM collect the fare (through its website) for each Credit / Debit card paid to Journeys.
    32.4 The actual Fare for each Journey provided by You will be determined by the Prime PM, having regard to the actual journey time, distance travelled and delays etc.
    32.5 A Passenger will be offered to use a Journey option that allows the Passenger to agree to a fix parking charges on credit / debit card paid bookings. In those cases You will not ask / request / demand passengers for an extra amount on the pretext of parking charges. In case you had to pay more for parking charges, Prime PM will reimburse you for those parking charges on pickup from Airports only, once you deliver the original parking receipt to Prime PM's registered office. Prime PM will not pay for any parking charges where the passenger(s) were not picked up from an airport. For further clarification, Prime PM only charges Passenger(s) Prepaid parking charges for Journeys in Which Pickup point is from an airport.
    32.6 You may complete a Journey by any reasonable route, and Prime PM does not set any route restrictions. However, You commit to Prime PM and each Passenger that You will provide the Journey which may be the shortest or fastest in distance. Where any Journey You completed did not comply willfully with this Term, Prime PM reserves the right to have Prime PM set-off any refunds or compensation to the affected Passenger(s) against Your Prime PM Payments to you. In other words, Prime PM has the right to deduct this compensation / refund amount from your account.
    32.7 A Passenger may cancel a request for a Journey that a Chauffeur has accepted. The Chauffeur is entitled to a Prime PM Payment for a cancelled Journey (“Cancellation Fee”) if a Passenger cancels an allocated booking within 1 hour of the pickup time, and only if Prime PM was able to recover the cancellation fees. The Cancellation Fee shall be 40% of the original journey price. If the Passenger cancels the journey 1 hour or more before the pickup time, the Chauffeur is not entitled to any cancellation fee.
    For school runs or bookings that include both pickup and return, the cancellation fee will only apply to the pickup portion of the journey and will not include the return trip.
    If Prime PM successfully arranges an alternative journey under similar conditions for the Chauffeur, no cancellation fee will be paid. If the Chauffeur declines to complete the alternative journey, they will not be entitled to receive a cancellation fee.
    The amount of cancellation fees will be decided by Prime PM, and this decision will be binding for You to accept.
    32.8 Drivers are responsible for preparing the Meet and Greet sign. When performing these services, you must download the file from the link below and follow the provided instructions to ensure a smooth and professional experience for our clients.

33. Payment
    33.1 Payment mode accepted for every booking is Cash or Credit / Debit card.
    33.2 Chauffeurs are not permitted to accept cash payments under any circumstances. All payments will be handled by Prime PM as the operator responsible for the booking.
    33.3 Payments accepted via online Credit / Debit card mode will be settled once a week on a pre-determined day of the week.
    33.4 Prime PM invoice the passenger. Prime PM will generate a receipt detailing the fare and journey information.
    33.5 The receipt will be forwarded to the Passenger for online credit/debit card payments.
    33.6 In the event that You or the passenger dispute the amount Prime PM may withhold the disputed amounts until the dispute has been resolved amicably.
    33.7 Without prejudice to clause 33.9, You acknowledge that Prime PM shall not be obliged to pay You the cash Payments due from a Fare in the event of non-payment for whatever reason or if the Passenger(s) failed to pay because whatever reason, not attributable to Prime PM. If this occurs, Prime PM will help You in requesting the Fare due from the Passenger in respect of the Journey. However, if Prime PM is unable to collect the Fare for whatever reason, Prime PM may decide not to pay You or may decide to pay You Payment in whole or in part if it considers it is reasonable to do so. In any event, Prime PM will not pay more than £25 per any one Journey. Prime PM's decision will be final.
    33.8 Your Prime PM Payments reports will be made available to You on a weekly basis. The reports will show the Fares collected on your behalf in relation to Your Journeys, as well as the amounts of the Commission withheld by Prime PM.
    33.9 Without prejudice to clause 33.7, you are responsible for the risk of non-payment of Fares for Extensive Journeys (as defined in this clause). Prime PM will help You in requesting the Fare due from the Passenger for an Extensive Journey in the event of non-payment, and Prime PM will reimburse a Payment to You if the Fare is ultimately collected from the Passenger. However, if Prime PM determines that the trip is fraudulent or is unable to collect the Fare for an Extensive Journey from a Passenger after making one attempt to do so, no Payment will be made to you in respect of that Journey. In this clause, an “Extensive Journey” means a Passenger journey in excess of 90 miles in distance and/or two hours in duration.

34. Reporting Misconduct
    34.1 Without affecting any of Prime PM or Prime PM Operation’s other rights under these Chauffeur Terms, where Prime PM has reasonable grounds to suspect that You have committed, attempted to commit, aided or abetted a crime, they shall take all steps deemed necessary in the circumstances, including reporting Your misconduct to the appropriate authorities. You acknowledge that this may include reporting Your conduct to the Police, Transport for London or any other relevant authority and providing that agency with Your details and/or any relevant information Prime PM holds about the circumstances at issue. Where the misconduct relates to fraud, including fraudulent documents, Prime PM reserves the right to withhold any payments payable to You as a result of fraudulently performing Journeys.

35. Liability.
    35.1 To the maximum extent permitted under applicable law, Prime PM, Directors or Employees are not liable any loss or damage that may occur to You as a result:
    35.1.1 any deficiency, discrepancy, inaccuracy in data shared with you for a journey;
    35.1.2 any direct or indirect property damage or monetary loss;
    35.1.3 loss of profit or anticipated savings;
    35.1.4 any other type of indirect or consequential loss or damage.
    35.2 You accept that Prime PM has any liability in relation to the Journeys other than as expressly provided in these Chauffeur Terms.
    35.3 Nothing set out in these Chauffeur Terms limits or excludes Prime PM liability to You in relation to:
    35.3.1 death or personal injury arising as a result of Prime PM negligence;
    35.3.2 fraud on the part of Prime PM;
    35.3.3 any other liability that cannot be excluded or limited under applicable law; or
    35.3.4 Prime PM will transfer the applicable fare amount for your booking via bank transfer.
    35.4 Prime PM will try to prevent unwelcomed Passengers from using Prime PM services. However, Prime PM, its Directors or its employees are not liable for the actions or non-actions of the Passengers or their co-passengers during any Journey(s) provided. Prime PM, its Directors or its employees shall be liable for any loss or damage that may occur to You as a result of actions or non-actions of the Passengers or their co-passengers at any time.
    35.5 You are fully responsible and liable for any breach by You of these Chauffeur Terms and/or any other applicable laws or regulations. If Prime PM or any authority notifies You of a breach, You must stop and remedy such breach immediately.
    35.6 You agree to fully indemnify and hold Prime PM, their employees and directors harmless from any claims or losses (including liabilities, damages, penalties, fines, costs and expenses of any nature) that they suffer as a result of Your use of the Software and provision of Journeys, including those claims or losses result from:
    35.6.1 Your breach of these Chauffeur Terms or documents incorporated by reference;
    35.6.2 Your violation of any law or the rights of a third party, including, without limitation, Passengers, other motorists, and pedestrians, as a result of Your interaction with such third party;
    35.6.3 any allegation that any materials that You submit to Prime PM or transmit through the internet infringe or otherwise violate the rights (including intellectual property rights) of any third party;
    35.6.4 Your ownership, use or operation of a motor vehicle or passenger vehicle, including the provision of Journeys; and/or
    35.6.5 any other activities in connection with the provision of Journeys by You.
    35.7 As a self-employed contractor, You are solely responsible for any tax obligations (for example, income tax or employee national insurance contributions) that You incur as a result of providing the Journeys. To the maximum extent permitted by law, you indemnify Prime PM from all tax liabilities, duties, levies, claims and penalties that they may incur as a result of Your failure to comply with Your tax obligations. If You have any concerns, please seek professional tax and accounting advice.

36.  Personal Data
    36.1 Prime PM will not share your data with anyone/organisations except. With Law enforcements authorities, Transport for London, Personal carrier office or any other Government agency which has the right to seek this your personal data under the Law.
    36.2 Unless communication is initiated at the Passenger’s direct request, or we expressly permit you to do so otherwise, you shall only contact a Passenger for the purpose of fulfilling the Passenger’s Journey always in accordance with applicable data protection laws and regulations.

37. Term and Termination
    37.1 These Chauffeur Terms are effective upon Your submission of Your application to register with Prime PM and will continue in full force and effect until terminated by either party in accordance with these Chauffeur Terms.
    37.2 You may terminate your relationship with Prime PM at any time by giving Prime PM 7 (seven) days’ notice in writing. Upon termination, You will delete any and all Data passenger(s) and Client(s) from your devices electronic or otherwise.
    37.3 Unless otherwise set out in these Chauffeur Terms, Prime PM may terminate their relationship with You at any time by giving You at least 3 (three) days’ notice in writing.
    37.4 Prime PM is also entitled to immediately terminate their relationship with You (including preventing You from registering as a new Chauffeur) without giving any advance notice if:
    37.4.1 You are in of breach of these Chauffeur Terms and/or any applicable laws or regulations; or
    37.4.2 You provide poor service (as evidenced by Passenger complaints) and such poor service standards would, in Prime PM's reasonable opinion, bring Prime PM into disrepute.
    37.5 Upon termination of Your relationship with Prime PM by any party for any reason and howsoever caused, all rights granted to You under these Chauffeur Terms shall cease, and You must cease all activities authorized by these Chauffeur Terms. At such time, You must delete or remove all Journey and Prime PM data from your database.

38. Final Provisions
    38.1 These Chauffeur Terms shall be governed by, and construed and enforced in accordance with the laws of England and Wales.
    38.2 Any dispute, conflict, claim or controversy that may arise out of or in connection with these Chauffeur Terms, whether with respect to their existence, validity, interpretation, construction, enforceability, performance, breach, termination or otherwise (and including non-contractual disputes) (any “Dispute”), shall be settled by way of informal negotiations wherever possible. If the respective Dispute resulting from these Chauffeur Terms could not be settled through such informal negotiations, then the Dispute shall be first mandatorily submitted to mediation proceedings under the International Chamber of Commerce Mediation Rules(“ICC Mediation Rules”). If such Dispute has not been settled within sixty (60) days after a request for mediation has been submitted under such ICC Mediation Rules, such Dispute can be referred to and shall be exclusively and finally resolved by arbitration under the Rules of Arbitration of the International Chamber of Commerce (“ICC Arbitration Rules”). The ICC Rules' Emergency Arbitrator provisions are excluded. The Dispute shall be resolved by one (1) arbitrator to be appointed in accordance with the ICC Rules. The place of both mediation and arbitration shall be London, England. The language of the mediation and/or arbitration shall be English, unless You do not speak English, in which case the mediation and/or arbitration shall be conducted in both English and Your native language. The existence and content of the mediation and arbitration proceedings, including documents and briefs submitted by the parties, correspondence from and to the International Chamber of Commerce, correspondence from the mediator, and correspondence, orders and awards issued by the sole arbitrator, shall remain strictly confidential and shall not be disclosed to any third party without the express written consent from the other party unless: (i) the disclosure to the third party is reasonably required in the context of conducting the mediation or arbitration proceedings; and (ii) the third party agrees unconditionally in writing to be bound by the confidentiality obligation stipulated herein.
    38.3 You may not assign these Chauffeur Terms or any of the rights or obligations under these Chauffeur Terms.
    38.4 You agree that Prime PM may assign any of its obligations arising under these Chauffeur Terms to any Affiliate Company.
    38.5 Any notice required to be given to You by Prime PM will be delivered to the email address or associated with Your account, sent by registered mail to the address associated with Your account. Any notice required to be given by You to Prime PM should be delivered using registered mail Support@Prime-PM.co.uk, to the Prime PM registered office or by email to the email address on the Website.
    38.6 If any provision of these Chauffeur Terms is held to be unenforceable, the parties shall substitute for the affected provision an enforceable provision that approximates the intent and economic effect of the affected provision. The failure or delay by either party to enforce any term of the Chauffeur Terms shall not be deemed a waiver of such term.
    38.7 Prime PM may change these Chauffeur Terms at any time by giving You at least fourteen (14) days prior notice and posting a revised version on the Website. Prime PM commits to informing Transport for London of any significant changes Prime PM makes in accordance with Regulation 9(13) of the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000 which provides that: 'The operator shall notify the licensing authority of any material changes to its operating model that may affect the operator's compliance with the 1998 Act, these Regulations or any conditions of that operator's licence, before those changes are made.'
    38.8 Any change shall come into effect and be deemed accepted by You if you wish to continue working with Prime PM after the expiry of the notice period above.
    38.9 No provision of these Chauffeur Terms is enforceable under the Contracts (Rights of Third Parties) Act 1999 by a person who is not a party to these Chauffeur Terms.

39. Service Failures and Penalties. In order to maintain the highest service standards, it is critical that all drivers adhere to the guidelines set forth by the company. Any failure to meet these standards will result in penalties as outlined below. Please be aware of the following infractions and their associated penalties:

40. Failure to complete a ride:
    40.1 If you are unable to perform a ride after accepting it, you must notify Prime Group PM immediately.
    40.1.1 Penalties will apply based on the timing of the ride cancellation:
    ​40.1.2 More than 48 hours before pickup: No penalty.
    40.1.2 24-48 hours before pickup: 15% of the ride price.
    ​40.1.3 6-24 hours before pickup: 25% of the ride price.
    ​40.1.4 2-6 hours before pickup: 50% of the ride price.
    ​40.1.5 45 minutes - 2 hours before pickup: 75% of the ride price.
    ​40.1.6 Less than 45 minutes: 75% of the ride price and potential “no pickup” penalty if a replacement driver cannot be found.

41. Service Infractions:
    41.1 Requested cash payment: 100% + No Pay
    41.2 Wrong chauffeur or subcontracting: 100% + no pay + Contractual Penalty.
    41.3 Wrong vehicle or subcontracting: 100% + no pay + Contractual Penalty.
    41.4 Solicited guest: 100% + No Pay + Contractual Penalty
    41.5 Disclosed private information (FCTSA): 100% + No Pay + Contractual Penalty
    41.6 Harmful behaviour: 100% + No Pay
    41.7 Dangerous driving: 100%
    41.8 No pickup: 120% + No Pay
    41.9 Poor driving skills: 55%
    41.10 Car fault - Mechanical: 55%
    41.11 Late for pickup < 5 minutes: 30%
    41.12 Late pickup (>5 minutes): 55% of the ride price.
    41.13 Missing baby seat: 55%
    41.14 No ride confirmation 45 minutes ahead: 55%
    41.15 No meet & greet: 55%
    41.16 Chauffeur attire expectations: 30%
    41.17 Visible damage: 30%
    41.18 Vehicle was dirty: 30%
    41.19 Asked for a tip: 30%
    41.20 Chauffeur manners: 30%
    41.21 No water: 30%
    41.22 No chargers: 30%
    41.23 Smell in vehicle: 30%
    41.24 Incorrect journey extras: 30%
    41.25 Did not ask the three guest preferences (Temperature Control, Music Preferences, Route Preference): 30%
    41.26 Unprofessional behaviour/conversation: 30% penalty.
    41.27 Initiated conversation with guest: 30%
    41.28 Did not follow guest's special request: 30%
    41.29 Accident: No Penalty
    41.30 Vehicle is old / doesn't like vehicle type: No Penalty
    41.31 Lost & Found / Damaged item: No Penalty
    41.32 Was rude to Prime Group PM crew: No Penalty
    41.33 Extra luggage issue: No Penalty

42. Penalty Escalation Policy - For drivers who repeatedly violate service standards, a progressive penalty structure will apply to ensure compliance and maintain service quality. The penalties for recurring infractions will be escalated as follows:
    42.1 First Penalty: Standard penalty as outlined in the Service Failure table.
    42.2 Second Penalty: The penalty will increase by 10% from the original penalty amount.
    42.3 Third Penalty: The penalty will increase by 20% from the original penalty amount.
    42.4 Fourth Penalty: Either the penalty will increase by 30% from the original penalty amount, or the contract will be subject to potential termination based on the severity of the infractions.

43. Give-back policy:
    43.1 If you need to return a ride, this must be done via the app or through Partner Care in case of emergencies. Penalties will apply based on how close to the pickup time the ride is returned.
    43.1 Consequences: Repeated or severe infractions may result in being taken offline temporarily or even contract termination.​

44. Operational Guidelines for Prime Group PM Ltd Chauffeurs

45. As a valued member of the Prime Group PM team, you play a crucial role in providing safe and reliable transportation, fostering loyalty among our customers and ensuring the sustainability of our business. By accepting a ride, you commit to upholding the highest service standards. For any questions or clarifications, please reach out via the chat function on the app.

46. Before the Ride

47. Fulfill Requests: Always accommodate special requests. For airport pickups, confirm the flight number and expected arrival time.

48. Flight Tracking: Regularly monitor flight updates to adjust the pickup time accordingly. This is essential before pressing the "60 minutes" button.

49. Buffer Time: For airport and train station pickups, ensure a buffer period between arrival and pickup to allow guests to navigate customs and collect luggage. We recommend adding buffer time per the guest's request.

50. Professional Attire: Dress in a tailored suit and tie in a dark color, accompanied by a long-sleeve white shirt and black dress shoes.

51. Vehicle Standards: Ensure your vehicle meets all safety and hygiene standards, displaying only Prime Group branding.

52. Assigned Vehicle: Use only the chauffeur and vehicle assigned to the ride, as authorized by Prime Group PM.

53. 60-Minute Button: Press the ‘60 min prior pickup’ button 60 to 90 minutes before pickup.

54. Emergency Cancel: Only use the “Emergency Cancel” button in genuine emergencies.

55. At the Pickup

56. Timeliness: Arrive 10 minutes early and notify the guest via the app.

57. Pickup Signage: Display the digital pickup sign on a tablet for secure identification.

58. Guest Interaction: Wait outside the vehicle for non-airport pickups, maintaining a professional demeanor.

59. Handling Late Guests: If the guest is late, wait for the designated time before contacting them. If they are unreachable afterward, contact Partner Care for guidance.

60. Greet the Guest: Introduce yourself by confirming the guest’s name and destination, offering assistance with their luggage.

61. Assistance: Provide all necessary guest assistance, such as opening doors and stowing luggage.

62. No-Show Protocol: If you cannot locate the guest, contact Prime Group PM to request a no-show.

63. During the Ride

64. Passenger Boarding: Mark the passenger as on board before starting the engine.

65. Ride Customization: Ask about the guest's preferences for temperature, music, or device connectivity. For example, “Mr./Mrs. [Guest Name], would you like me to adjust the temperature or connect your device?”

66. Arrival Estimate: Provide an estimated arrival time considering traffic conditions, and inform the guest about any extra charges for additional stops.

67. Safety First: Drive safely, adhere to traffic regulations, and refrain from distractions.

68. End of the Ride

69. Drop-off Confirmation: Confirm the destination with the guest and drop them off on the correct side of the street.

70. Payment Processing: Ensure all fees are processed digitally—do not accept cash or request tips.

71. Post-Drop-off Assistance: Help guests with their luggage and contact Prime Group PM if any items are left in the vehicle.

72. Lost Items: Check for any forgotten belongings. Secure lost items in your vehicle and immediately notify Partner Care.

73. Complete the Ride: Press the "Finished ride" button once the guest has safely arrived at their destination.