Terms, cancellation and privacy

Booking terms

Who you're dealing with

West Landau is a chauffeur-driven vehicle hire service trading in Cape Town, South Africa. Every vehicle is operated under a National Land Transport Act operating permit, is licensed for pickups at Cape Town International Airport and carries passenger liability insurance. We reach you on one number, and a named person looks after your booking from first message to drop-off.

How a booking is made

• You send a request through the availability form on this site or on WhatsApp. It is an enquiry, not yet a reservation.
• A named concierge replies within the hour during business hours with a written quote and a booking reference. Requests sent late at night are answered first thing.
• Your booking is confirmed once the quote is paid in full by EFT, before the trip. We hold the vehicle for you from the moment you accept the quote and release it if payment hasn't arrived by the due date on the invoice.
• Corporate and multi-day clients can be set up on account, invoiced monthly, by arrangement with the concierge.
• The evening before your trip you receive your driver's name, photo and direct number.

What the set rate includes

Driver, fuel, tolls, Wi-Fi, chilled water and privacy glass are always included. There is no per-person pricing: the rate is for the vehicle, however many of your party are in it.

Not included unless they appear on your quote: entrance fees and tastings for your party (Cape Point, wine estates, attractions), parking at venues, and the driver's overnight accommodation on multi-day trips outside Cape Town.

Hours, distance and operating area

Beyond the included hours, time is billed per hour or part thereof at the overtime rate on your quote. Beyond the included distance, a per-kilometre charge applies at the rate on your quote. Both are confirmed with you before they're incurred wherever practical; the driver will tell you when the day is approaching its limit.

The Garden Route, overnight itineraries and anything more than about 200 km from Cape Town are quoted individually rather than as a full day.

Airport arrivals

Your driver meets you in the arrivals hall with a name board and helps with luggage. We track your flight, so waiting time starts from actual touchdown, not the scheduled time. The first 60 minutes after touchdown are included; waiting beyond that is billed hourly at the rate on your quote. If the airline cancels or diverts your flight, tell the concierge and we move the transfer to your new arrival at no charge, subject to availability.

Passengers and luggage

Each Hyundai Staria carries up to 8 passengers plus the driver and, with every seat occupied, around four large suitcases plus hand luggage. Each Hyundai Palisade carries up to 6 passengers plus the driver and three to four large suitcases. Parties larger than 8, or airport groups with more luggage than this, travel in two vehicles and are quoted as such. Child seats are fitted on request; please give ages when you book.

In the vehicle

No smoking or vaping in any vehicle. Passengers are responsible for damage to the vehicle or its fittings beyond normal wear, and for a valet charge if a vehicle needs specialist cleaning after a trip. The driver may end a trip without refund if a passenger's behaviour puts the driver, the vehicle or other road users at risk.

Delays and liability

We plan routes with Cape Town traffic in mind and leave early for flights. We are not liable for delays caused by road closures, weather, accidents or events beyond our control, or for missed connections that result from them. Our liability to you for any booking is limited to the amount you paid for it. Passenger liability insurance is in place on every vehicle.

General

These terms are governed by the laws of the Republic of South Africa. By accepting a quote you accept these terms and the cancellation policy below. We may update these terms; the version on this page at the time you accept a quote applies to that booking.

Cancellation and changes

Timing is measured from the pickup time on your booking to the moment the concierge receives your cancellation in writing, on WhatsApp or by email. Refunds are returned by EFT to the account that paid, within 7 working days.

Changing a booking

• Date or time changes more than 48 hours before pickup are free, subject to availability.
• Changes within 48 hours are treated as a cancellation and a new booking, unless the concierge can accommodate them without disruption, in which case no charge applies.
• Adding hours, kilometres or add-ons on the day is welcome and billed at the rates on your quote.
• Flight cancellations and airline delays are not treated as a cancellation by you. Let the concierge know and we rebook the transfer at no charge, subject to availability.

Multi-day bookings and events

For roadshows, delegations and weddings, the same windows apply to each day of the booking individually. If we cancel for any reason on our side, you receive a full refund for the affected days and we help you find alternative transport.

Privacy policy

This policy explains what personal information West Landau collects, why, and what we do with it. It is written to meet the Protection of Personal Information Act (POPIA).

What we collect

• Booking details: your name, phone number, email address, pickup and drop-off addresses, dates and times, number of guests, flight number, and anything you write in the notes.
• Payment records: the EFT reference and amount. We never see or store card numbers.
• Correspondence: WhatsApp messages and emails exchanged with the concierge.
• Technical information when you use this site: your IP address and browser type, held briefly in server logs and used to rate-limit the booking form.

Why we collect it

To answer your enquiry, quote and confirm your booking, dispatch the right vehicle and driver, meet your flight, invoice you and keep a record of the trip. We do not use your details for marketing unless you have asked us to keep in touch, and we do not sell or rent personal information to anyone.

Who sees it

• Your driver receives your name, phone number, pickup and drop-off details and any notes needed to look after you on the day. Drivers delete trip details once the job is complete.
• Our vehicle partner, who supplies and maintains the fleet, sees which vehicle is booked on which day but not who the passenger is.
• Service providers that host this website and deliver email on our behalf process data under contract and only to provide those services.
• Authorities, where the law requires it.

How long we keep it

Booking and invoice records are kept for five years to meet South African tax and accounting requirements. Enquiries that don't become bookings are deleted after twelve months. WhatsApp threads are kept for as long as you're a client, and removed on request.

Retention, in short

When you send the availability form we keep your contact details, the itinerary (dates, times, pickup and drop-off), any add-ons you chose, the time you gave consent and the IP address the request came from. We keep these to arrange and confirm the booking. Booking records stay on file for five years for tax and dispute purposes; requests that never become a booking are deleted after 12 months. Drivers receive only the trip details they need for the day, and a payment provider receives your details only when you pay through one. You may ask for deletion at any time by writing to the office email below, and we act on it within 14 days unless the law requires us to keep a record.

Cookies and this website

This site uses a session cookie to protect the booking form from forged submissions, and Google Analytics cookies to measure visits, so we can see which pages and services people look at and how they reach us. It does not use advertising cookies. Typefaces are loaded from Google Fonts, which receives your IP address when the page loads; apart from Google Analytics and Google Fonts, no third-party scripts run on the public site.

Your rights

You may ask what personal information we hold about you, ask us to correct or delete it, or object to how it's used. Contact the concierge on WhatsApp or at the email address below and we respond within 14 days. If you're not satisfied with our response you may complain to the Information Regulator of South Africa.

Contact

Concierge on WhatsApp or by email at concierge@westlandau.co.za. West Landau, Cape Town.

Last updated 18 October 2026