1. Who you are contracting with
Services are provided by Mr Charles AB, organisation number 559197-8753, VAT number SE559197875301, registered at Lidköpingsvägen 44, 121 39 Johanneshov, Stockholm, Sweden (“Mr Charles”, “we”, “us”).
These terms cover chauffeur-driven transport in Stockholm and across Sweden, including airport, port and station transfers, hourly and daily chauffeur hire, event transport and long-distance or cross-border journeys. Where we arrange other services on your behalf (for example yacht, helicopter or private-jet charter, or concierge requests), the supplier of that service may apply additional terms, which we will pass on to you before you confirm.
2. Quotes and booking confirmation
- Every journey is quoted as a fixed price per vehicle, not per passenger, and is confirmed to you in writing (email or WhatsApp) before you travel.
- We aim to send a quote within 30 minutes of your request, 24 hours a day. A quote is an offer; no booking exists until you accept it and we send a written confirmation.
- A confirmation names the vehicle you booked. If that exact vehicle becomes unavailable for reasons outside our control, we will offer an equivalent or higher-class vehicle at the same price.
- Please check the confirmation carefully. Dates, times, flight numbers, pick-up and drop-off addresses and passenger numbers are your responsibility to provide accurately.
3. What the price includes
Unless your confirmation says otherwise, the quoted price includes:
- VAT, fuel, road tolls and the Stockholm congestion charge.
- For airport arrivals: flight monitoring and 50 minutes of complimentary waiting time, counted from the aircraft’s actual landing time. Meet & greet inside the arrivals hall with a name sign.
- For other pick-ups: 15 minutes of complimentary waiting from the agreed pick-up time.
- Bottled water and phone charging in the vehicle.
Waiting beyond the included time is charged at the booked vehicle’s standard hourly rate (see Cancellation & Waiting Time Policy). Additional stops or route changes requested after the quote is issued are quoted separately.
4. Cancellation & Waiting Time Policy
Cancellation Policy
Cancellations made more than 48 hours prior to the confirmed service date will be eligible for a full refund.
Cancellations made within 48 hours of the scheduled service — including cases of non-attendance, no-show, or last-minute itinerary modifications — will not be eligible for any refund.
Kindly note that flight changes occurring within the 48-hour window are treated as cancellations and are subject to the same policy.
Waiting Time Policy
Airport Pickups:
A complimentary waiting period of 50 minutes is provided following the confirmed flight landing time. After this grace period, the standard hourly rate will apply.
Hotel & Other Pickups:
A 15-minute grace period is provided from the confirmed pickup time. Should the passenger not appear within this window, the standard hourly rate will be applied thereafter.
To change or cancel, contact us on +46 8 5400 0650, WhatsApp or sales@mrcharles.co. A cancellation takes effect when we acknowledge it in writing.
5. Child seats and other requests
- Swedish law requires an approved child restraint for children under 135 cm. Tell us the ages of any children when you book; we fit the correct seats before collection. Any charge for child or booster seats is confirmed with your quote.
- You are welcome to bring your own child seat, which your chauffeur will fit.
- Special requests (refreshments, decorations, specific routes, additional languages) are accommodated where possible and quoted in advance where they carry a cost.
6. Passenger conduct
- Seat belts must be worn by all passengers as required by Swedish law.
- Smoking is not permitted in any vehicle. Food and drink are welcome unless otherwise agreed; you are responsible for the cost of cleaning or repairing any damage or soiling caused by passengers beyond normal use.
- The chauffeur may refuse to carry, or may end the journey for, any passenger whose behaviour is abusive, unlawful or unsafe. No refund is due in that case.
- Passenger and luggage numbers must not exceed the vehicle’s legal capacity as stated in your confirmation.
7. Liability
All vehicles are insured as required by Swedish law. We are not liable for delays or failures caused by circumstances outside our reasonable control, including severe weather, road closures, accidents, industrial action, airport or border delays, or incorrect information supplied to us. Nothing in these terms limits liability that cannot be limited under applicable law, including for death or personal injury caused by negligence.
Luggage travels at the owner’s risk. Please keep valuables, documents and medication with you. Items left in a vehicle will be returned where possible; any delivery cost is charged at cost.
8. Requirement for Booking
To confirm the booking, we kindly require either a 50% prepayment now with the remaining 50% settled before the service, or a complete prepayment of the full amount.
We offer two methods of payment:
- Card Payment — We can promptly provide you with a secure payment link. Kindly be aware that a nominal 3.6% processing fee will be applied to the total cost when utilising this method.
- Bank Transfer — Alternatively, if you prefer to avoid the additional fee, we can furnish you with an invoice for a direct bank transfer.
Kindly note that should you opt for the 50% prepayment and wish to settle the remaining balance via bank transfer, this must be completed no later than two days prior to the mission. However, considering weekends and public holidays, we may request that the transfer be completed earlier to ensure timely processing. For card payments, the remaining balance may be settled at any time before the service.
Prices are stated in Swedish kronor (SEK). Any conversion to another currency is made by your card issuer or bank at their rate. Extras incurred during a journey (waiting time beyond the included allowance, additional stops, cleaning) are invoiced after the journey. Tipping is welcome but never expected.
9. Governing law
These terms are governed by Swedish law. Disputes that cannot be resolved amicably are subject to the jurisdiction of the Swedish courts, with Stockholm District Court as the court of first instance. Consumers resident in the EU may also use the European Commission’s online dispute resolution platform.
10. Contact
Mr Charles AB, Lidköpingsvägen 44, 121 39 Johanneshov, Stockholm, Sweden · +46 8 5400 0650 · sales@mrcharles.co. We are reachable 24 hours a day, every day.