Questions & Answers
Everything you might want to know before you travel with Primacy. If your question isn’t here, we’re only a message away.
We recommend booking around 12 hours ahead to secure your preferred vehicle, though we gladly accommodate shorter-notice and same-day requests subject to availability.
You can book through Primacy Signature, our online booking portal (with a dedicated app arriving soon), or by WhatsApp, phone or email. Telephone +44 1223 641015 · WhatsApp +44 7300 867876 · info@primacycarsexecutive.com. Corporate and account clients may also book through their account.
We are Cambridge-based and cover Cambridge and the surrounding region, with long-distance journeys across the United Kingdom.
Yes. Primacy Cars is a licensed Private Hire Operator with South Cambridgeshire District Council (Operator Licence PO295648). Every chauffeur is vetted and every vehicle is properly licensed and insured.
Yes — we operate 24 hours a day, seven days a week, and respond to enquiries within 12 hours, day or night.
We regularly serve Heathrow, Gatwick, Stansted, Luton and London City, as well as airports across the UK.
We track your flight. If it arrives early or is delayed, your chauffeur adjusts automatically — there is no need to call or rearrange. Your pickup moves with your flight.
We include generous grace periods, scaled to your journey: 20 minutes for local (non-airport) pickups; 45 minutes for flights up to 4 hours; 60 minutes for flights up to 10 hours; and 80 minutes for flights over 10 hours. For special events, extended waiting can be arranged by discussion.
Yes — meet-and-greet at arrivals with a personalised name board is standard on all airport pickups.
Yes — you can choose your cabin class when booking. Vehicles are subject to availability; where a specific vehicle is unavailable, an alternative of equal standard is provided.
Yes — child and booster seats are available on request when booking, at no extra charge. Please let us know your child’s age so we provide the appropriate seat.
It depends on the vehicle. When booking, you can specify passengers and luggage — including oversized and special items — so we match the right vehicle to your journey.
Yes — wheelchair-accessible vehicles can be arranged by prior arrangement. Please contact us in advance so we can prepare the right vehicle and support.
Where availability allows, yes. And you can travel with complete confidence either way — every Primacy chauffeur is held to the same high standard of skill, presentation and discretion.
Yes — you can add via stops and arrange return legs as a single reservation.
Whatever you request. Through Primacy Signature you can personalise your journey in advance — refreshments, cabin temperature, sound and more — and it is prepared for you before you travel.
By card, by bank transfer, by account (for corporate and account clients, billed in line with your agreement), or by invoice. Guest reservations are paid to confirm the booking.
Yes. We offer corporate accounts with consolidated invoicing on agreed payment terms of 7, 14 or 30 days. Contact our corporate desk to arrange one: corporatedesk@primacyexec.com.
More than 24 hours before pickup: no charge. 12–24 hours: 25% of fare. 4–12 hours: 50% of fare. Less than 4 hours or no-show: 100% of fare, plus waiting time. Account clients may agree variations in writing.
Primacy Cars is VAT registered. How VAT applies depends on the type of booking, and our aim is always to be transparent about it.
Corporate clients — Principal. Primacy is the supplier of your journey. VAT is charged at the standard rate on the full fare and invoiced in Primacy’s name. This is our standard approach, and VAT-registered businesses can reclaim it in the usual way.
Private clients and institutions — Principal, with an Agency option by agreement. Our default remains Principal. However, because schools and other VAT-exempt institutions cannot reclaim VAT, we can offer a disclosed Agency arrangement by prior agreement. Under this model Primacy acts as your booking agent, and VAT applies only to Primacy’s service fee — not to the whole fare — which can meaningfully reduce the cost for clients who cannot recover VAT.
A worked example — a £200 journey.
Principal basis
Fare: £200.00
VAT (20% on the full fare): £40.00
Total payable: £240.00
Agency basis
Transport charge — chauffeur (no VAT): £168.00
Primacy service fee: £32.00
VAT (20% on the service fee only): £6.40
Total payable: £206.40
For a VAT-exempt institution that cannot reclaim VAT, that is £33.60 less on this journey than the standard basis — and the difference grows on larger fares. We will explain which model applies to you, and why.
Yes. We treat all journey information as strictly confidential, and our chauffeurs are bound to discretion regarding your identity, your destinations, and anything observed during the journey.
Contact us directly — by phone, or through the details on your Digital Pass — and we will address it promptly. We stand behind the standard of every journey.
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