Last updated: [Insert Date]
1. Our service
[Company Name] (“we”, “us”, “our”) operates a website and app that connects passengers with licensed private hire vehicles (PHVs) and drivers (“the Service”). By booking a taxi through our platform, you agree to these Terms.
2. Who can book
You must be at least 18 years old to create an account or book on behalf of others. When you book, you confirm that all information (pickup address, phone number, etc.) is accurate.
3. Making a booking
- Bookings can be made via our website, app, or telephone.
- An estimated fare will be shown before you confirm. For time‑based or distance‑based fares, the final fare may vary due to traffic or route changes.
- Once confirmed, we will assign a licensed driver. You will receive the driver’s name, vehicle registration, and estimated arrival time.
4. Cancellations and amendments
- Free cancellation: at least 1 hour before scheduled pickup time.
- Late cancellation (less than 1 hour): £5 fee may apply (covers driver dispatch costs).
- No‑show (driver waits 5 minutes at pickup point, no passenger): full fare may be charged.
- To cancel or amend, use the app, website, or call our support line.
5. Fares and payment
- Fares include VAT at the current rate.
- Payment methods: credit/debit card (via secure gateway) or cash (where the driver accepts it).
- For card payments, we will authorise the fare before your journey. For cash, you pay the driver directly.
- Receipts are sent by email after each completed trip.
6. Your responsibilities
- Be ready at the agreed pickup point at the scheduled time.
- Not exceed the vehicle’s passenger or luggage capacity (if unsure, select an appropriate vehicle type).
- Not behave in a violent, abusive, or disorderly manner.
- Not eat, drink (except water), or smoke inside the vehicle.
- Not damage the vehicle – you will be liable for cleaning or repair costs.
7. Driver and vehicle standards
All our drivers and vehicles are licensed by the relevant Local Authority (e.g., TfL, City Council). Drivers undergo background checks (DBS) and safeguarding training. If you have a complaint about a driver or vehicle, report it via the app or to support within 7 days.
8. Liability
- We use reasonable skill and care, but we are not liable for delays caused by traffic, weather, roadworks, or events beyond our control.
- Our liability to you is limited to the fare paid for the relevant journey, except:
- Death or personal injury caused by our negligence.
- Fraud or fraudulent misrepresentation.
- Damage to property caused directly by our driver’s negligence (limited to £1,000, subject to evidence).
- You are responsible for your own belongings – we are not liable for loss or theft from the vehicle.
9. Lost property
If you leave an item in a taxi, contact us within 48 hours. We will attempt to locate it through the driver. Return of items may incur a postage or courier fee.
10. Our right to refuse or cancel
We may cancel a booking or refuse service if:
- You breach these Terms (e.g., abusive behaviour).
- The driver feels unsafe (e.g., you appear intoxicated or aggressive).
- Technical issues prevent dispatch.
- In such cases, any prepaid fare will be refunded (excluding the late cancellation fee if applicable).
11. Data protection
We process your personal data as described in our Privacy Policy. You consent to us sharing necessary booking data with the assigned driver.
12. Changes to these Terms
We may update these Terms from time to time. The version on our website at the time of booking applies.
13. Governing law
These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
14. Contact us
For support or complaints:
[Company Name]
[Address]
[Email: support@example.com]
[Phone: 020 1234 5678]