Terms & Conditions

Bookings & Reservations

• All bookings must be made via the Road Butlers platform (website / app central reservation help desk) or approved partner platforms. Reservations are subject to vehicle availability and confirmation from central dispatch.
• Customers are encouraged to make bookings at least 24 hours in advance; however, same-day services may be accommodated depending on fleet availability and operational feasibility.
• Road Butlers reserves the right to decline, modify, or reschedule bookings due to operational constraints, safety concerns, severe weather, or unforeseen circumstances.
• Clients are responsible for providing accurate pickup and drop-off details. Any changes must be communicated promptly to avoid service delays or additional charges.

Payments & Accounts

• Payments can be made via credit/debit card, EFT, corporate postpaid accounts, or prepaid Road Butlers wallets. Cash payments are accepted directly to the driver, with acknowledgment via the Road Butlers driver app.
• All accounts must remain in good standing to access services. Late or failed payments may result in service suspension or restrictions until the account is settled.
• Road Butlers may adjust payment terms, surcharges, or service fees at its discretion, with notice provided via the platform or email to clients.

Corporate Accounts

• Corporate clients may register for multi-user accounts with centralized billing.
• Corporate accounts can be prepaid or postpaid, with weekly or monthly billing.
• Trips booked under a corporate account will be invoiced to the company. Reports, statements, and analytics can be generated via the Business Portal to assist in travel management and auditing.
• Corporate accounts may be subject to credit assessment prior to activation. Road Butlers reserves the right to suspend or terminate corporate accounts for breach of payment terms or misuse.

Trips & Operations

• Trips begin when the driver logs the starting mileage and end upon confirmation of trip completion.
• Waiting times, layovers, route deviations, and special arrangements are subject to additional surcharges as outlined in the Road Butlers pricing model.
• Trip schedules may be adjusted in cases of flight delays, emergencies, road closures, or other unforeseen traffic conditions. Clients will be notified promptly of such changes.
• Clients are responsible for ensuring that passengers and luggage comply with Road Butlers vehicle capacity and safety standards.

Driver & Vehicle Information

• All Road Butlers drivers are professionally licensed with valid Professional Driving Permits (PrDP) and meet strict vetting requirements, including background checks, training in customer service, and adherence to safety standards.
• Vehicles are fully insured, regularly maintained, and compliant with South African transport regulations.
• Clients may request driver and vehicle details prior to the trip. Vehicle substitutions may occur due to operational needs, but Road Butlers ensures equivalent or superior quality at all times.

Airport Transfers

• Airport transfers include meet-and-greet services, luggage assistance, and flight schedule monitoring for real-time adjustments.
• Clients must provide accurate flight details to ensure smooth coordination.
• f a flight is delayed, Road Butlers will adjust pickup times at no additional penalty. Extended waiting times (overnight or multi-hour delays) may incur additional surcharges, communicated to clients in advance.

Chauffeur Hailing & Special Services

• Chauffeur hailing allows clients to book a professional driver with premium vehicles for personal, corporate, or event-based needs.
• Services can be hourly, daily, or trip-based, and are subject to confirmation from dispatch.
• Special requests (VIP services, bespoke events, safaris, or custom itineraries) must be submitted at least 48 hours in advance to allow for proper planning and allocation of resources.

Invoices & Due Date Policy

• All Road Butlers invoices are generated electronically and sent via email or made available through the client’s online account portal. For individual clients, invoices are typically issued upon booking confirmation or immediately after trip completion, depending on the payment method. For corporate and postpaid accounts, consolidated invoices are sent according to the agreed billing cycle (weekly or monthly). Unless otherwise stated in writing, payment is due within 7 calendar days of the invoice date. Late or unpaid invoices may attract administrative or interest charges, and Road Butlers reserves the right to suspend services until outstanding balances are settled.

Vouchers & Promotions

• Road Butlers may, from time to time, issue vouchers or promotional codes that provide discounts, free trips, or other special offers. Such vouchers are non-transferable, non-exchangeable for cash, and valid only until the stated expiry date. Each voucher may carry specific conditions such as eligible ride types, locations, or minimum spend, which will be communicated at the time of issue. Only one voucher or promotional code may be applied per booking unless explicitly stated otherwise. Road Butlers reserves the right to withdraw, cancel, or amend any voucher at its discretion in the event of fraud, misuse, or error.

Payment Modalities & Transaction Fees Policy

• Road Butlers accepts multiple forms of payment, including credit/debit cards, EFT (bank transfer), prepaid wallet top-ups, postpaid corporate billing, and approved vouchers or promotional codes. Cash payments are also accepted for certain ride types, with confirmation required from the driver via the Road Butlers driver app. All online card transactions are processed through a verified third-party payment gateway, which may apply its own transaction fees. Road Butlers reserves the right to pass on any banking, gateway, or foreign exchange fees incurred during processing to the client, which will be disclosed prior to payment. Clients using corporate postpaid billing agree to settle invoices within the agreed due dates to avoid penalties or service suspension.

Safety & Security

• Road Butlers enforces a strict Zero Tolerance Policy for alcohol, drugs, harassment, discrimination, or reckless behavior from both drivers and clients. Violations may result in immediate termination of service and reporting to authorities.
• All trips are GPS-tracked with 24/7 monitoring and incident response.
• Clients may report safety concerns or incidents via the Support Portal, with rapid response protocols in place.

How Road Butlers Works

• Clients request a quotation via the platform, select their preferred vehicle class, and confirm booking once a dispatcher allocates a driver.
• Payment is secured via the chosen method. Clients receive booking confirmation, driver details, and an OTP boarding code for verification.
• Drivers log mileage, complete the trip, and submit a digital trip log for operational and billing records.

Influencers & Travel Agencies

• Road Butlers partners with influencers and travel agencies to extend service reach.
• Approved agencies may integrate Road Butlers bookings into travel packages. Influencers may receive referral benefits for generating client traffic.
• All partner programs are subject to approval, compliance with Road Butlers branding and service standards, and contractual agreements.

Legal Notice & Intellectual Property

• Road Butlers (Pty) Ltd – Enterprise No. 2025/556199/07, subsidiary of 1 Rock Holdings (Pty) Ltd.
• All intellectual property, including logos, trademarks, digital assets, and proprietary technology, remains the property of Road Butlers. Unauthorized use is strictly prohibited.

Zero Tolerance Policy

• Road Butlers maintains a Zero Tolerance Policy for alcohol, drugs, harassment, discrimination, or reckless behavior by drivers or clients.
• Violations may result in immediate suspension or termination of service, removal from the platform, and reporting to relevant authorities.
• Clients and drivers are expected to conduct themselves professionally and adhere to all applicable laws and Road Butlers policies.

Payment, Cancellations & Refunds

• All Road Butlers online payments are securely processed via a verified third-party payment gateway, which confirms the success of each transaction. Should a booking be cancelled and a refund required, Road Butlers will only process the refund once the funds have been successfully received from the payment gateway. Please note that this process may take up to seven (7) working days, depending on the issuing bank or financial institution. Refunds will, in most cases, be returned to the original payment method used for the transaction.
• Refunds are issued via the same payment method unless otherwise specified.

Service Areas Policy

• Road Butlers currently operates primarily in Gauteng with a strong focus on Johannesburg, Pretoria, and surrounding regions, offering premium airport transfers, shuttle services, and chauffeur-driven rides. Our Point-to-Point & Chauffeur services are available nationwide, with Gauteng as the main operational hub. Long-distance transfers and interprovincial travel are supported, subject to prior booking and applicable surcharges such as dispatch kilometers, layovers, waiting, and empty leg policies. All trips outside Gauteng must be confirmed by our central reservations team to ensure vehicle availability and service quality.

Ride Types Policy

• Road Butlers offers a range of ride types including Airport Transfers, Point-to-Point Transfers, Chauffeur Services, Conferences & Events transport, Tours & Safaris, and Corporate Accounts. Each ride type comes with its own pricing structure, surcharges, and booking requirements as outlined in our policies (e.g., Time-of-Day Surcharge, Waiting, Layover, Empty Leg, and Dispatch Kilometers). Clients are responsible for selecting the most suitable ride type during booking. Any upgrades or downgrades of vehicle class are subject to availability and may incur additional charges.

Service Changes Policy

• Road Butlers reserves the right to modify, suspend, or discontinue services at any time due to operational requirements, safety considerations, or factors beyond our control (including weather, traffic conditions, or force majeure). Where possible, affected clients will be contacted promptly by our central reservations team to reschedule, adjust, or refund their bookings in line with our refund policy. Service changes may also apply when a specific vehicle class is unavailable, in which case Road Butlers will provide the closest available alternative or communicate options with the client.

Pickup Time Policy

• Clients are required to be ready at the designated pickup point at least 10 minutes before the confirmed pickup time. Road Butlers chauffeurs will wait up to 15 minutes free of charge for standard point-to-point transfers. For airport pickups, waiting time includes standard flight tracking and monitoring; however, delays beyond the scheduled landing time may incur waiting surcharges as per our Waiting Policy. If the client is not present within the agreed time frame and no communication is received, the trip may be marked as a no-show, and full charges will apply. Adjustments to pickup times must be made in advance through central reservations and are subject to vehicle availability.

Delays Policy

• Road Butlers strives to ensure punctuality on all trips; however, delays may occasionally occur due to factors beyond our control, such as traffic congestion, road closures, adverse weather, or flight disruptions. While every effort will be made to minimize inconvenience, Road Butlers cannot be held liable for delays caused by external circumstances. Clients are advised to allow sufficient travel time, particularly for airport transfers. In cases where the delay is within Road Butlers’ control (e.g., operational or dispatch error), reasonable remedies such as rescheduling, alternative vehicles, or partial refunds may be offered in line with our Refund Policy.

Passenger & Luggage Policy

• Each Road Butlers vehicle class has a maximum passenger capacity and luggage allowance to ensure comfort, safety, and compliance with road regulations. Unless otherwise stated, bookings include up to 3 passengers (V-Class up to 6 passengers). The number and size of luggage pieces must be declared during booking to allocate the correct vehicle class. Oversized or excess luggage (including sports equipment, strollers, or extra baggage) may require an upgrade to a larger vehicle and will incur additional charges. Road Butlers reserves the right to decline transport where passenger numbers or luggage exceed the confirmed capacity.

Cancellation & Rebooking Policy

• Clients may cancel or rebook their reservations up to 24 hours before the scheduled trip without incurring penalties (same-day bookings require at least 1 hour’s notice). Cancellations or rebookings made after these cut-off times may be subject to full or partial charges. For flight-linked bookings, Road Butlers monitors flight schedules and will adjust pickup times at no additional cost in case of delays. Rebookings are subject to vehicle availability, and any fare differences will apply. Refunds for eligible cancellations will be processed in line with our Refund Policy and returned to the original payment method.

Failed Payment & Warning Notices

• In the event of a failed credit card transaction or direct debit attempt, Road Butlers will immediately notify the client via email, SMS, or app notification. A retry may be initiated automatically, but persistent failure may lead to cancellation of the booking or suspension of the account until payment is successfully completed. Road Butlers reserves the right to recover any bank charges, transaction fees, or administrative costs arising from failed payments. For corporate clients under postpaid billing, unresolved failed payments may trigger suspension of credit facilities and initiation of debt recovery procedures.
• Warning notices may be issued for misuse, late payments, or violation of terms.

Warning Notices Policy

• Road Butlers may issue written or electronic warning notices to clients in cases of non-compliance with company policies, such as repeated late payments, misuse of vouchers, abusive behavior toward staff or drivers, or violation of service terms. Warnings may result in temporary suspension of services, withdrawal of promotional benefits, or permanent account closure. Clients will be notified in advance and given an opportunity to remedy the issue before escalation..

Impeded Transport Policy

• Road Butlers reserves the right to refuse, suspend, or terminate transport services if conditions arise that impede safe or lawful operation. Such circumstances may include, but are not limited to: unsafe road conditions, adverse weather, accidents, vehicle breakdowns, civil unrest, or instructions from law enforcement. Additionally, service may be refused if passengers exhibit disorderly conduct, are under the influence of alcohol or drugs, attempt to transport prohibited items, or exceed the permitted passenger or luggage limits. In such cases, Road Butlers will take all reasonable steps to assist the client in securing alternative arrangements, but shall not be held liable for costs or delays arising from impeded transport. Partial refunds may be considered at Road Butlers’ discretion in line with the Refund Policy.