Scope of these terms
These terms apply to the Silk Route website and to chauffeur services arranged directly with Silk Route. A quotation or booking confirmation may contain journey-specific terms, including the route, vehicle, timing, price, payment requirements, waiting time and cancellation conditions. If a journey-specific term conflicts with these general terms, the accepted quotation or confirmation applies to that journey, subject always to applicable law.
Nothing in these terms removes or limits a right or remedy that cannot lawfully be excluded under the Consumer Protection Act, 2008 (CPA) or other applicable South African law.
Enquiries and booking confirmation
A website form, WhatsApp message, telephone discussion or quotation request is an enquiry, not a confirmed booking. A booking is confirmed only when Silk Route has confirmed availability and the customer has accepted the quotation and completed any stated payment or deposit requirement.
The customer must check that the date, time, collection point, destination, passenger count, luggage and special requirements shown in the confirmation are correct. A person booking for other passengers confirms that they are authorised to provide the necessary journey details and to accept these terms on their behalf.
Price and payment
The quotation will state the price or pricing basis and what is included. Parking, tolls, venue access, additional stops, waiting time, extended hours, accommodation for multi-day work or other third-party costs are payable only where disclosed in the quotation, agreed later, or reasonably incurred at the customer's request.
Payment method, due date and any deposit requirement will be stated in the quotation or confirmation. A booking may be released if an agreed payment is not received by the stated time after reasonable notice.
Changes, cancellations and refunds
Changes are subject to availability and may affect the price. Please notify Silk Route as early as possible if a flight, route, passenger count, collection time or destination changes.
A customer may cancel an advance booking. Any cancellation charge will be the amount or reasonable method disclosed in the accepted quotation and will take account of the nature of the service, the notice given, costs already incurred and the reasonable opportunity to accept another booking. Where a refund is due, it will be processed using an appropriate method within a reasonable period.
If Silk Route cannot provide a confirmed journey, Silk Route will notify the customer as soon as reasonably possible and offer an appropriate alternative, rescheduling or a refund of amounts paid for the affected service. Statutory rights remain unaffected.
The journey and timing
Silk Route will use reasonable care to plan and perform the confirmed service professionally. Journey times are estimates and may be affected by traffic, road closures, weather, security restrictions, flight changes, public events or circumstances outside reasonable control. Customers should allow an appropriate margin for flights, appointments and time-sensitive events.
Flight information may be used to monitor a collection, but the customer or travel arranger remains responsible for supplying accurate details and communicating material changes where reasonably possible. Unused time or distance is not automatically transferable unless agreed.
Passenger responsibilities
Passengers must follow lawful safety instructions, use seatbelts, treat the chauffeur and vehicle respectfully, and avoid conduct that is dangerous, unlawful, abusive or likely to damage or soil the vehicle. Smoking and illegal substances are not permitted in the vehicle.
The customer must disclose the number of passengers, luggage and mobility or child-restraint requirements before confirmation so suitability can be checked. A parent or responsible adult must supervise children. Silk Route may decline or stop a journey where continuing would be unlawful or present a material safety risk; any payment consequence will be assessed fairly in the circumstances and in accordance with law.
Responsibility, property and liability
Each party is responsible for loss caused by its own breach, negligence or unlawful conduct to the extent provided by law. Silk Route is not responsible for delay or failure caused by an event outside its reasonable control, but will take reasonable steps to communicate and reduce disruption.
Passengers should keep valuables with them and check the vehicle when leaving. Silk Route will take reasonable care of property found in the vehicle and assist with its return, but storage, collection or delivery arrangements may be required. Nothing in these terms excludes liability for gross negligence or any liability that the CPA or other law does not permit a supplier to exclude.
Website use and communications
Website content is provided for general information and may be updated. Vehicle photographs represent the Silk Route fleet, but availability and journey details are confirmed in the quotation. No one may copy or commercially reuse Silk Route branding, photography or website content without permission, except where law allows.
Location suggestions and verified place information are provided by Google Maps Platform. Your use of that feature is also subject to the Google Maps Platform Terms of Service. Links to WhatsApp or other third-party services are provided for convenience and those services have their own terms. An electronic message is treated as received by Silk Route when it is acknowledged or answered, not merely when it leaves the sender's device.
South African law and contact
These terms are governed by South African law. Disputes should first be raised directly so the parties can try to resolve them promptly and fairly. Either party may use any competent court, regulator, ombud or consumer-protection process available under law.
Questions about a quotation or these terms can be sent through the contact page, by WhatsApp, or by calling +27 74 537 7310.