Terms of Service
Effective 13 October 2026. These terms are an agreement between you and Aurora Prestige Limited ("Aurora Prestige", "we", "us") covering the Aurora Prestige app and website (the "Service"). By creating an account or using the Service you accept them.
What the Service is. Aurora Prestige is a private booking platform. Clients keep a personal network of chauffeurs they already know and trust, and book rides with them. Chauffeurs are independent professionals who run their own businesses. We provide the technology that connects you; we are not a transportation carrier, we do not employ chauffeurs, and we do not set the fares they charge.
Your account. You must be at least 18 to hold an account. Keep your sign-in details private and tell us straight away if you believe someone else is using your account. You are responsible for activity that happens under it. One person, one account.
Chauffeur codes and private networks. Each chauffeur receives a unique code. A client who enters that code, opens a link, QR code or tap card that contains it, or holds their phone to the chauffeur's with Tap to Connect, is linked to that chauffeur. Chauffeurs only ever see clients who have linked to them; clients only ever see chauffeurs they have added. Either side can remove the link at any time from the app.
Verified chauffeurs. A gold star means our team has checked the chauffeur's driving licence, insurance, vehicle registration and for-hire permit. Aurora reads the documents first, and a person on our team decides. We keep track of expiry dates: a chauffeur whose required documents have expired cannot take new rides until current ones are approved. It is not a criminal background check.
Chauffeur obligations. If you drive on Aurora Prestige you confirm that you hold a valid driving licence, that your vehicle is roadworthy, registered and insured for hire, and that you hold every permit your city or state requires for private-hire work. Information you enter about yourself and your vehicle must be accurate and kept up to date. You decide which requests to accept.
Bookings. A booking is a request from a client to one or more of their chauffeurs. It becomes a confirmed ride when a chauffeur accepts it. Fare estimates shown before acceptance are estimates; the chauffeur's rates apply. Payment is by card in the app or settled directly with the chauffeur, as the booking shows. Either party may cancel before pickup; repeated late cancellations or no-shows may lead to a link being removed or an account being suspended.
Cancellations and no-shows. Cancelling is free before a chauffeur accepts, for 5 minutes after they do, and until 1 hour before a scheduled pickup. After that, because your chauffeur has set the time aside and may already be on the way, a late cancellation costs 25% of the fare (at least $10, at most $50). If your chauffeur is at the pickup and cannot reach you, they wait at least 10 minutes (20 at an airport) and try to reach you before they can end the ride as a no-show, which costs 50% of the fare (at least $15, at most $100). Most of either fee goes to the chauffeur. Cancelling is always free if your chauffeur is more than 15 minutes late and still not at the pickup, and a chauffeur who cancels never costs you anything; repeated cancellations count against them. The app always shows the exact cost before you confirm a cancellation. These amounts may change, and the app always shows the current ones. If you think a fee is wrong, report it from the ride and a person will look at it; we refund when the record shows we should.
Card payments and refunds. When a ride is paid by card we place a hold on your card when it is booked. The hold can be up to a quarter more than the estimate, to cover a longer route or a change of plan; you are only charged the final fare, and the rest of the hold is released. You get a receipt by email. You can add a tip after a card ride, for up to 30 days, and it goes to your chauffeur in full. If something goes wrong we may refund part or all of a fare. A refund is either ours or, where the chauffeur is at fault, taken from their share of that ride; the ride record shows which.
Disputes with your bank. If you dispute a card charge with your bank, we may answer it with that ride's record (when it was booked and done, the route, whether the pickup PIN was used, and the rating you gave), which we share with Stripe and your bank for that purpose only.
Platform fee. Chauffeurs pay Aurora Prestige a platform fee on each completed ride booked through the Service: a standard 15% of the ride fare, excluding tips. A chauffeur's own rate is in their Chauffeur Agreement. The fee is deducted automatically when in-app payment is used. Clients are never charged the platform fee separately.
What we record about a ride. For every ride we keep a record: the times each step happened, whether the pickup PIN was used, where the ride started and ended, the GPS trail of the journey while the app is open, and anything either person reported. When the ride ends we seal that record with a digital fingerprint so it cannot be changed afterwards, and we draw the route ourselves rather than storing map images. You can ask us for your own ride record at any time.
Location. Chauffeurs choose whether to share live location while they are online. During a ride we record the chauffeur's trail as part of the ride record. Clients share a pickup point so the chauffeur can find them, and can share a live trip link with anyone they choose. A client may name trusted contacts: we tell them when a ride is booked (when, where from and to, and the chauffeur and car) and send them the live trip link when it starts, by email, or by text once texts are switched on. Only add people who are happy to hear from us.
Ratings and reviews. After a ride, each person can rate the other out of five within seven days. A client may also write a review; if they choose to show it, it appears on the chauffeur's profile with their first name and last initial, and the chauffeur may reply publicly. Chauffeurs never see which client gave which rating. We do not remove a review for being negative. We hold or remove one only when it contains personal information, abuse, discrimination, sexual content, something unrelated to the ride, confidential information, or is not from a real experience; every removal is recorded with its reason. Ratings under five stars that blame only things outside the chauffeur's control (traffic, the app, the weather, the price) do not count towards their average.
Reporting a problem. Either person can report a problem from a ride, from the other person's profile or from Account. We look at safety reports first, as fast as we can, then serious ones, and we aim to answer everyday reports within a day and minor ones within 3 days. We never tell the person reported who reported them. Where it is fair to do so we ask them for their side before deciding, and we tell both people the outcome.
Safety pauses and decisions. When someone reports a serious safety matter about a person they travelled with in the last week, we may pause that account at once while we look into it. A pause is a precaution, not a finding. A person, not software, decides every outcome that affects an account. Outcomes range from no action to guidance, a warning, a suspension or removal. You can appeal a decision within 30 days and a different member of our team will review it.
Emergencies. The app has a safety button during a ride for both the client and the chauffeur. Call 911 first if anyone is in danger; the button also alerts our team with your location and opens a safety report. We are not an emergency service and cannot guarantee how quickly anyone can reach you.
Acceptable use. Do not use the Service to harass, threaten or discriminate against anyone, to transport anything illegal, to scrape or reverse-engineer the app, or to create accounts for people who have not asked for one. Reports made in bad faith are themselves a breach. We may suspend or close accounts that break these rules, and a removed account cannot sign up again with the same email or phone number.
Aurora, our assistant. Aurora helps in the app and behind the scenes: she plans nights out, answers questions, reads a ticket or an address you show her, books rides and tables when you ask, and in the back office she reads reports and records and prepares drafts for our team. She never decides anything about your account. She runs on outside AI services (see the Privacy Policy), so she only starts once you allow it, and you can change that any time in Account. A ride or a table she books for you is your booking, just as if you had made it yourself. Aurora can get things wrong: check times, prices and details before you rely on them.
Restaurant calls. Aurora can phone a restaurant to book a table for you. She tells them she is an AI calling for you. She gives your name, and your phone number only if they ask; never your card details. If the restaurant wants a deposit, you handle it yourself. A table she books is your booking, so the restaurant's own rules apply, including any deposit, cancellation or no-show charge.
Signing in. You can add a second step to your sign-in: a six-digit code from an authenticator app. It is optional and free, and we recommend it. Where we offer signing in by phone number, we text a code to that number; we will never ask you to read a code out to anyone, and nobody from Aurora Prestige will ever ask for one.
Text messages. We text only when you ask us to: one message when your chauffeur arrives, if you switch on "Text me on arrival" in Account, and a sign-in code when you ask for one on the sign-in screen. If a client names you as a trusted contact by your number, we text you when their ride is booked and when it starts. Message frequency varies. Message and data rates may apply. Reply STOP to opt out, HELP for help. We never text marketing, and we never share your number or text consent with anyone for marketing.
Emails we send. Some emails are part of the Service and cannot be switched off: sign-in and account notices, booking confirmations, receipts, cancellations, and anything about a report. You can turn off phone notifications in your device settings.
Our role and liability. We work hard to keep the Service reliable, but it is provided "as is". Rides are carried out by independent chauffeurs, and to the fullest extent the law allows we are not liable for the acts or omissions of chauffeurs or clients, for loss or damage arising from a ride, or for indirect or consequential loss. Nothing in these terms limits liability that cannot be limited by law.
Changes and ending the agreement. We may update the Service and these terms; if a change is significant we will tell you in the app. You can close your account at any time from the Account tab or by emailing us. We may close accounts that breach these terms.
Contact. Questions about these terms: auroraprestigevip@gmail.com.