條款及細則Terms & Conditions
1. 關於 Granvio1. About Granvio
Granvio Group Limited（「Granvio」、「我們」）提供預約制行政專車、私人租賃車、機場接送、企業交通及相關乘客運輸服務。
私人租賃車服務按照 Wokingham Borough Council Private Hire Operator Licence PO239 營運。
本條款適用於作出預約的個人或機構（「客戶」），以及在適用情況下使用該預約乘車的乘客。
Granvio Group Limited (“Granvio”, “we”, “us” or “our”) provides pre-booked executive chauffeur, private hire, airport transfer, corporate transport and related passenger transport services.
Private hire services are operated under Wokingham Borough Council Private Hire Operator Licence PO239.
These Terms and Conditions apply to the person or organisation making a booking (“the Customer”) and, where applicable, to passengers travelling under that booking.
2. 查詢及預約確認2. Enquiries and Booking Confirmation
透過 Granvio 網站提交查詢 並不代表預約已經確認。
客戶提供所需的乘客及行程資料後，Granvio 再透過 WhatsApp、電郵或其他雙方同意的書面方式確認行程詳情及價格，預約方正式成立。
客戶收到確認後應核對資料，如有任何錯誤應盡快通知 Granvio。
Submitting an enquiry through the Granvio website does not constitute a confirmed booking.
A booking is confirmed only after the Customer has provided the required journey and passenger information and Granvio has confirmed the agreed journey details and price in writing by WhatsApp, email or another agreed written method.
Customers should check the confirmation carefully and notify Granvio promptly if any information is incorrect.
3. 報價及價格3. Quotations and Prices
報價會根據當時客戶提供的資料計算，包括行程日期、接載時間、上車地點、目的地、乘客人數、行李、車輛需要、停站及其他特殊要求。
預約一經 Granvio 確認，已確認的價格將適用於該預約；如客戶之後要求更改而影響行程或成本，價格則可能需要調整。
網站公佈的價格可能不時更新。其後的價格調整不會影響已經按原有價格確認的預約。
Quotations are based on the information supplied at the time, including the journey date, pickup time, pickup location, destination, passenger numbers, luggage, vehicle requirements, stops and any special requirements.
The price confirmed by Granvio for a booking will apply to that booking unless the Customer subsequently requests a change which affects the journey or cost.
Prices published on the website may be updated from time to time. A later price change will not affect a booking that has already been confirmed at an agreed price.
4. 付款4. Payment
一般私人客戶通常在完成行程後付款，除非雙方另有書面協議。
一般可透過 銀行轉帳或現金 付款。
企業客戶通常會在完成服務後收到發票。除非另有書面協議，企業發票須於 發票日期起14日內 付款。
對於較高金額、多日、跨境或需要特別安排的預約，Granvio 可要求訂金或預付款，相關金額及付款期限會在預約確認前說明。
Granvio 現時 並非 VAT registered，因此車費不另加 VAT。
For standard private bookings, payment is normally due upon completion of the journey unless otherwise agreed in writing.
Payment may normally be made by bank transfer or cash.
Corporate customers will normally be invoiced following completion of the service. Corporate invoices are payable within 14 days of the invoice date, unless otherwise agreed in writing.
Granvio may require a deposit or advance payment for higher-value, multi-day, cross-border or specially arranged bookings. The amount and payment deadline will be confirmed before the booking is accepted.
Granvio is currently not VAT registered and does not add VAT to its fares.
5. 客戶取消預約5. Cancellation by the Customer
如需要取消預約，客戶應盡快通知 Granvio。
一般沒有收取訂金或預付款的預約，Granvio 通常不收取取消費。
如已支付訂金：
行程開始前超過48小時取消： 訂金一般可退回，但如 Granvio 已產生事前清楚說明或獲客戶同意的不可退款第三方費用，則可扣除相關實際費用。
行程開始前48小時內取消： Granvio 可保留部分或全部訂金，以彌補取消造成的合理成本及損失，但最高不超過客戶已支付的訂金。
No-show 可按遲取消方式處理涉及的訂金或已預先同意的第三方費用。
即使未收取訂金，如 Granvio 已因客戶要求產生事前清楚同意的不可退款第三方費用或特殊安排成本，客戶仍可能需要支付相關合理費用。
Customers should notify Granvio as soon as possible if they need to cancel a booking.
For a standard booking where no deposit or advance payment has been requested, Granvio does not ordinarily charge a cancellation fee.
Where a deposit has been paid:
More than 48 hours before the scheduled journey: the deposit will normally be refunded, less any non-refundable third-party costs that were clearly agreed or disclosed in advance.
Within 48 hours of the scheduled journey: Granvio may retain some or all of the deposit to cover reasonable costs and losses caused by the cancellation. The amount retained will not exceed the deposit paid.
A no-show may be treated in the same way as a late cancellation for the purpose of any deposit or pre-agreed third-party costs.
Where no deposit has been paid, Granvio may still recover a specific non-refundable third-party cost or special arrangement cost where that cost was clearly agreed with the Customer in advance.
6. 機場接送6. Airport Transfers
如客戶提供有效航班編號，Granvio 一般會監察航班，並以航班的 實際降落時間，而非原定抵達時間，計算標準機場等候時間。
航班延誤或提早抵達本身不會產生額外航班延誤費。
除非另有協議：
- 從航班實際降落時間起計，包括最多 90分鐘免費等候；
- 超過免費等候時間後，每額外 30分鐘或不足30分鐘均收£10；
- 車費包括最多 30分鐘標準機場停車費；
- 超過首30分鐘的停車費，由客戶按 實際額外停車費用 支付；
- Meet & Greet 收費為£20，除非報價已包括。
如客戶要求在指定的約定接載時間接機，而非由航班實際降落時間開始計算，則由約定接載時間起享有 30分鐘免費等候，之後每額外30分鐘或不足30分鐘均收£10。
入境、海關及行李領取所需時間會因實際情況而異，乘客應預留足夠時間。
Where a valid flight number is provided, Granvio will normally monitor the flight and use the actual flight landing time, rather than the original scheduled arrival time, when calculating the standard airport waiting period.
Flight delays or earlier-than-scheduled arrivals do not by themselves incur an additional flight-delay charge.
Unless otherwise agreed:
- the fare includes up to 90 minutes' free waiting time from the actual flight landing time;
- after the free waiting period, waiting is charged at £10 for each additional 30 minutes or part thereof;
- the fare includes up to 30 minutes of standard airport parking charges;
- parking charges beyond the included 30 minutes are payable by the Customer at the actual additional cost incurred; and
- Meet & Greet is charged at £20, unless already included in the quotation.
If the Customer asks Granvio to collect at a specific agreed pickup time instead of calculating waiting from the flight landing time, 30 minutes' free waiting will apply from the agreed pickup time. Thereafter, waiting is charged at £10 for every additional 30 minutes or part thereof.
Passengers should allow sufficient time for immigration, customs and baggage collection.
7. 一般非機場接載7. Non-Airport Pickups
住宅、酒店、公司及其他一般非機場接載，由約定上車時間起，首 30分鐘免費等候。
超過免費等候時間後，每額外 30分鐘或不足30分鐘均收£10。
For standard residential, hotel, office and other non-airport pickups, the first 30 minutes after the agreed pickup time are free of waiting charges.
After the free waiting period, waiting is charged at £10 for every additional 30 minutes or part thereof.
8. 包車服務8. Chauffeur Hire
按小時、多小時、全日或多日包車服務，可包括雙方約定的服務時數及里數。
適用的包車價格、已包括里數、超出里數費率、超時費率及其他相關收費，會在報價或預約確認中列明。
如已確認報價並未包括路費、停車費及其他與特定行程相關的開支，相關費用可按實際產生的金額收取。
如屬多日或長途跨城市包車，Granvio 可在事前說明並獲客戶同意後，收取相關司機食宿費用。
Hourly, multi-hour, full-day or multi-day chauffeur hire may include an agreed number of service hours and mileage allowance.
The applicable hire price, included mileage, excess mileage rate, additional-hour rate and any other relevant charges will be stated in the quotation or booking confirmation.
Road tolls, parking charges and other journey-specific expenses may be charged at the actual cost incurred where they are not included in the agreed quotation.
For multi-day or long-distance inter-city chauffeur assignments, driver subsistence and/or accommodation charges may apply where advised and agreed in advance.
9. 更改預約9. Changes to a Booking
行程日期、接載時間、上車地點、目的地、停站、乘客人數、行李或車輛需要的任何更改，須經 Granvio 接受後方正式生效。
如客戶要求的更改增加里數、時間、停車、路費或其他成本，Granvio 可收取額外費用。在合理可行情況下，我們會在接受更改前確認有關新價格。
Changes to the journey date, pickup time, pickup point, destination, stops, passenger numbers, luggage or vehicle requirements are not confirmed until Granvio has accepted the requested change.
Where a Customer-requested change creates additional mileage, time, parking, tolls or other costs, an additional charge may apply. Where reasonably practicable, Granvio will confirm the revised cost before accepting the change.
10. 乘客及行李10. Passengers and Luggage
客戶須提供正確的乘客人數，以及合理準確的行李資料。
大量行李、大型或超大型行李、輪椅、助行設備或其他特殊物品，須在預約確認前說明。
如客戶事前沒有申報，而相關行李或設備會令車輛超出安全或持牌載客／載物能力，Granvio 不能保證能夠運載。
Customers must provide an accurate passenger number and reasonable details of the luggage to be carried.
Large quantities of luggage, oversized luggage, wheelchairs, mobility aids or unusual equipment must be disclosed before the booking is confirmed.
Granvio cannot guarantee that unreported luggage or equipment can be carried where doing so would exceed the vehicle's safe or licensed capacity.
11. 兒童安全座椅11. Child Seats
Granvio 可 免費提供兒童安全座椅，但須視乎供應情況並預先提出要求。
客戶應提供兒童年齡及其他合理所需資料，以便安排合適的兒童安全座椅。
只有在 Granvio 確認可提供後，相關兒童安全座椅安排方視為確認。
Child seats can be provided without additional charge, subject to availability and advance notice.
Customers should provide the child's age and any other information reasonably required to arrange an appropriate child seat.
A requested child seat is only guaranteed once its availability has been confirmed by Granvio.
12. 無障礙服務及行動協助12. Accessibility and Mobility Assistance
Granvio 歡迎殘疾乘客，並會作出合理努力提供適當協助。
Granvio 現時使用的車輛 並非專門設計的 wheelchair-accessible vehicles（WAV）。
攜帶可摺式輪椅、助行設備或需要其他協助的乘客，應預先通知 Granvio，以便我們考慮及安排合適服務。
Granvio 不會要求客戶提供與服務無關或不必要的醫療資料。
Granvio welcomes disabled passengers and will make reasonable efforts to provide appropriate assistance.
Granvio's current vehicles are not purpose-built wheelchair-accessible vehicles (WAVs).
Passengers travelling with folding wheelchairs, mobility aids or requiring other assistance should tell Granvio in advance so that an appropriate arrangement can be considered.
Granvio does not require unnecessary medical information.
13. 輔助犬13. Assistance Dogs
按照適用法律，輔助犬可與乘客同行。
Granvio 不會因乘客攜帶輔助犬而額外收費。
司機會遵守適用法律責任，除非有正式及有效的相關豁免。
Assistance dogs are welcome in accordance with applicable law.
Granvio will not impose an additional charge because a passenger is accompanied by an assistance dog.
Drivers will comply with applicable legal duties unless a valid recognised exemption applies.
14. 寵物同行14. Pets
乘客如需攜帶寵物同行，須 預先安排及確認。
客戶應預先告知 Granvio 寵物種類、數量及任何相關運送需要，以便確認合適的車輛安排。
寵物在行程中必須以安全及適當方式受到控制。
本條款不適用於輔助犬。
Pets may travel with passengers by prior arrangement.
Customers must tell Granvio in advance about the type and number of pets and any relevant transport requirements so that an appropriate vehicle arrangement can be confirmed.
Animals must be transported safely and under appropriate control.
This section does not apply to assistance dogs.
15. 持牌合作營運商及 Subcontracting15. Licensed Partner Operators and Subcontracting
Granvio 直接營運持牌私人租賃車輛，並在需要額外運力時與具適當牌照的合作營運商合作。
如已確認的預約需要轉交另一間具適當牌照的私人租賃車營運商履行，Granvio 會在 行程開始前通知客戶。
按照適用私人租賃車發牌規定，原本接受該預約的營運商仍會對相關預約承擔合約責任。
Granvio 只會向合作營運商或司機提供完成行程所合理需要的客戶資料。
Granvio directly operates licensed private hire vehicles and also works with appropriately licensed partner operators where additional capacity is required.
Where a confirmed booking is subcontracted to another appropriately licensed private hire operator, the Customer will be informed before the journey begins.
The operator that originally accepted the booking remains contractually responsible for that booking in accordance with applicable private hire licensing requirements.
Only information reasonably necessary to provide the journey will be shared with a partner operator or driver.
16. 替代車輛16. Vehicle Substitution
如因車輛供應、保養、故障、安全或營運需要，Granvio 可在合理情況下安排合適的替代車輛。
Granvio 會作出合理努力，確保替代車輛適合已確認的乘客人數、行李及行程需要。
Where reasonably necessary because of availability, maintenance, breakdown, safety or operational requirements, Granvio may provide or arrange a suitable alternative vehicle.
Granvio will make reasonable efforts to provide a vehicle suitable for the confirmed passenger, luggage and journey requirements.
17. 行程時間、路線及延誤17. Journey Times, Routes and Delays
除非另有書面明確保證，行程或抵達時間均屬合理估算，不能保證完全準時。
交通擠塞、交通事故、道路封閉、天氣、機場運作、邊境管制、海關、渡輪或 Eurotunnel 延誤，以及其他超出 Granvio 合理控制範圍的情況，都可能影響行程時間。
司機可因應交通、道路、安全或營運狀況使用合理的替代路線。
本條款不會排除 Granvio 因疏忽或違反合約而依法不能排除的責任。
Estimated journey or arrival times cannot be guaranteed unless expressly agreed in writing.
Traffic congestion, accidents, road closures, weather conditions, airport disruption, border controls, customs, ferry or Eurotunnel disruption and other circumstances outside Granvio's reasonable control may affect journey times.
Drivers may use a reasonable alternative route where traffic, road, safety or operational conditions make this appropriate.
Nothing in these Terms removes any responsibility Granvio has where a loss is caused by negligence or breach of contract for which liability cannot lawfully be excluded.
18. 英、法乘客接送18. UK–France Passenger Transfers
進行跨境乘客行程時，客戶及乘客須自行確保持有有效護照、簽證、入境許可及相關行程所需的其他旅行文件。
客戶亦須自行遵守其行李及物品所涉及的海關及邊境規定。
除非報價已明確包括，相關 Eurotunnel 或渡輪費用由客戶支付。
邊境管制、海關、國際交通服務中斷及其他類似情況均可能影響行程。
如為遵守適用法律、保險、安全、道路運輸或邊境要求而屬合理必要，Granvio 可拒絕、延後或更改行程安排。
For international passenger journeys, Customers and passengers are responsible for holding valid passports, visas, immigration permissions and other travel documents required for the journey.
Customers are responsible for complying with applicable customs and border requirements relating to their belongings.
Unless expressly included in the quotation, the Customer is responsible for the applicable Eurotunnel or ferry charges.
Border controls, customs, international transport disruption and similar circumstances may affect the journey.
Granvio may decline, postpone or alter a journey where reasonably necessary to comply with applicable legal, insurance, safety, road-transport or border requirements.
19. 吸煙、電子煙及乘客行為19. Smoking, Vaping and Passenger Conduct
所有車輛內均 禁止吸煙及使用電子煙。
乘客不得作出暴力、威脅、辱罵、違法或危害安全的行為。
如為保障乘客、司機、車輛或其他道路使用者的安全而屬合理必要，司機可拒絕開始或繼續行程。
Smoking and vaping are prohibited in all vehicles.
Passengers must not behave in a violent, threatening, abusive, unlawful or unsafe manner.
A driver may refuse to begin or continue a journey where it is reasonably necessary to protect the safety of passengers, the driver, the vehicle or other road users.
20. 清潔及損壞20. Cleaning and Damage
如乘客因嘔吐、嚴重弄污或其他情況令車輛需要額外清潔或專業汽車清潔服務，客戶可能需要支付 實際產生的合理清潔費用。
如乘客故意或因疏忽損壞車輛或車內設備，客戶可能需要承擔相關合理維修或更換費用。
Where a passenger causes vomiting, excessive soiling or another condition requiring additional cleaning or professional valeting, the Customer may be required to pay the reasonable cleaning costs actually incurred.
Where a passenger deliberately or negligently damages a vehicle or equipment, the Customer may be responsible for the reasonable repair or replacement costs arising from that damage.
21. 個人物品及失物21. Personal Belongings and Lost Property
乘客須自行妥善保管個人物品。
如在車內發現失物，Granvio 會作出合理努力確認物主及安排歸還，但不能保證所有遺失物品均可尋回。
如需郵寄、送回或安排額外行程歸還失物，可按實際情況收取合理相關費用。
Passengers remain responsible for their personal belongings.
Granvio will make reasonable efforts to identify and return items found in a vehicle but cannot guarantee recovery of lost property.
Reasonable postage, delivery or return-journey costs may apply where required and agreed.
22. 車輛故障及不可合理控制的情況22. Vehicle Breakdown and Events Outside Our Control
如車輛因故障或其他突發營運問題無法提供服務，Granvio 會作出合理努力安排合適替代車輛或其他方案。
如 Granvio 無法提供已確認服務，而客戶亦不接受替代安排，已收取而未提供服務部分的款項一般會退回。
如未能履行服務是由真正超出相關一方合理控制範圍的情況造成，相關責任會按適用法律處理；任何依法不能排除的責任不受本條款影響。
If a vehicle becomes unavailable because of breakdown or another unexpected operational problem, Granvio will make reasonable efforts to arrange a suitable replacement or alternative service.
If Granvio cannot provide a confirmed service, any payment already received for the part of the service not supplied will normally be refunded unless the Customer accepts an alternative arrangement.
Neither party will be responsible for a failure caused by circumstances genuinely outside that party's reasonable control, subject always to any liability that cannot legally be excluded.
23. 責任及消費者權利23. Liability and Consumer Rights
本條款不會排除或限制 Granvio 對以下事項依法須承擔的責任：
- 因疏忽造成的死亡或人身傷害；
- 欺詐或欺詐性失實陳述；或
- 任何法律上不能排除或限制的其他責任。
本條款不影響客戶依法享有的消費者法定權利。
Nothing in these Terms excludes or limits Granvio's liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- any other liability which cannot legally be excluded or limited.
Nothing in these Terms affects a Customer's statutory consumer rights.
24. 投訴24. Complaints
Granvio 致力提供專業、安全及可靠的服務。
所有投訴會按照 Granvio Complaints Policy 處理。
現時可將投訴電郵至：
granviogroup@gmail.com
如可以，請在電郵標題註明 “Complaint” 或「投訴」。
如投訴涉及持牌司機、車輛或營運商，客戶亦可按情況直接向相關 Licensing Authority 提出投訴。
Granvio aims to provide a professional, safe and reliable service.
Complaints will be handled in accordance with the Granvio Complaints Policy.
Complaints may currently be sent to:
granviogroup@gmail.com
Please include “Complaint” in the email subject line wherever possible.
Where a complaint concerns a licensed driver, vehicle or operator, the Customer may also have the right to contact the relevant Licensing Authority directly.
25. 個人資料25. Personal Information
Granvio 會按照 Granvio Privacy Notice 處理查詢及預約所涉及的個人資料。
如行程需要由持牌合作營運商或司機提供服務，Granvio 會盡量只分享完成該預約所合理需要的資料。
Personal information used for enquiries and bookings will be handled in accordance with the Granvio Privacy Notice.
Where information needs to be provided to a licensed partner operator or driver, Granvio will aim to share only the information reasonably necessary to fulfil the booking.
26. 本條款的更新26. Changes to These Terms
Granvio 可因應服務、價格、營運方式或法律及規管要求的改變，不時更新本條款。
一般而言，已確認預約所適用的條款，會以預約確認時提供予客戶的版本為準，另加其後獲客戶明確同意的任何更改。
Granvio may update these Terms from time to time to reflect changes in services, prices, business practices or legal and regulatory requirements.
The Terms applicable to a confirmed booking will normally be those made available to the Customer when the booking was confirmed, together with any later change specifically agreed by the Customer.
27. 適用法律27. Governing Law
本條款受 英格蘭及威爾斯法律 管轄，並受任何適用的強制性消費者保障法律約束。
本條款不會取消消費者根據適用法律享有的任何權利。
These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply.
Nothing in this section removes any right a consumer may have under applicable law.