FAQ
Questions? Answered.
Everything you need to know about booking with VELMOURNE.
What areas do you cover?
We cover all of London and Greater London. We also offer airport transfers to Heathrow (LHR), Gatwick (LGW), Stansted (STN), Luton (LTN), and London City (LCY). For journeys outside these areas, get in touch and we'll do our best to accommodate you.
How far in advance do I need to book?
You can book with as little as 1 hour's notice, subject to availability. For peak times — weekends, bank holidays, and special occasions — we recommend booking as early as possible to guarantee availability.
What is your cancellation policy?
Free cancellation 24 or more hours before your scheduled pickup. If you cancel between 12 and 24 hours before pickup, you'll receive a 50% refund. Cancellations within 12 hours of pickup are non-refundable.
How many passengers can you accommodate?
The Tesla Model 3 Long Range comfortably seats up to 4 passengers. For larger groups, we'd recommend booking two cars — contact us and we'll arrange it.
What about luggage?
The boot fits 2 large suitcases plus carry-on bags. If you have more luggage than this, let us know when booking so we can advise.
Do you provide child seats?
We don't currently provide child seats. You're welcome to bring and install your own — your chauffeur will assist. UK law requires appropriate child restraints for children under 12 or under 135cm.
How does payment work?
We accept all major credit and debit cards, Apple Pay, and Google Pay via Stripe. Full payment is taken at the time of booking. You'll receive an instant email receipt.
What's included in every journey?
Every booking includes your executive Tesla chauffeur, one complimentary Voss water per passenger, USB-C and Lightning phone chargers, rear headrest iPads for entertainment, and music by request.
What's different about hourly bookings?
Every hourly booking includes everything above PLUS complimentary bottled water throughout and complimentary sweets and snacks. Your car and driver stay with you the entire time.
Do you do airport pickups?
Yes — we track your flight in real time and your chauffeur waits at arrivals with a name board. Airport pickups include 45 minutes of free waiting after your flight lands and a £15 meet & greet/parking supplement.
What car do you use?
We use a Tesla Model 3 Long Range with full black leather interior. It's fully electric — whisper-quiet, zero emissions, and a premium cabin. The car is detailed and inspected before every booking.
Can I request specific music?
Absolutely. Let your chauffeur know your preference or share a Spotify/Apple Music playlist. It's your ride.