Terms of Service

1. Who we are

We are a licensed private hire operator. Our licensing authority, company details and registered address are shown at the bottom of this page.

Our booking system, driver app and passenger app are supplied to us by Cabica Ltd. They provide the software; we arrange and carry out every journey, and we are the ones responsible to you for it.

2. Bookings

When you request a journey you are asking us to arrange licensed private hire transport. A booking is confirmed once our office or our app accepts it — a request on its own is not a confirmed booking.

Private hire journeys must be pre-booked. Our drivers cannot be hailed in the street or accept a fare at the roadside; that is a legal restriction on private hire, not a preference.

Please give an accurate pickup address and a contactable phone number. If a driver cannot find you or cannot reach you, the journey may be cancelled and a no-show fee may apply.

3. Fares and payment

Where a price is shown as a fixed fare, that is what you pay for the journey as booked. Where it is shown as an estimate, the final fare may differ with the route taken, traffic, waiting time, additional stops, tolls and any charges for a soiled vehicle.

Adding a stop, changing the destination, or a significant wait at pickup will change the fare. The driver or the office will tell you where they reasonably can.

You can pay by the methods offered at the time of booking. Card payments are processed securely by Stripe; we never see or store your card number. Account customers are billed under their own agreed terms.

If a payment fails, we may ask you to settle before taking further bookings.

4. Cancellations, waiting and no-shows

You can cancel free of charge within the window shown when you book. After that a cancellation fee may apply, and it will be the amount shown to you at the time — not a figure decided afterwards.

A driver will wait at the pickup point for the period shown when you book. After that, waiting time may be charged, and if we cannot reach you the journey may be recorded as a no-show.

If we have to cancel — because no vehicle is available, or for safety — we will tell you as soon as we can and you will not be charged.

5. Accessibility and assistance

Tell us what you need when you book. We can record a requirement for a wheelchair-accessible vehicle, extra assistance, or a child seat, and we will match a suitable vehicle where one is available.

Assistance dogs are always welcome. Refusing to carry an assistance dog is against the law, and a driver who does so will be dealt with. If it happens to you, please report it using the contact details below and we will investigate.

If any part of our website or app does not work for you, please tell us — see our Accessibility Statement.

6. Conduct

Please treat drivers and vehicles with respect. Wear a seatbelt. Do not smoke or vape in the vehicle.

We may refuse a journey, or end one, where there is a genuine risk to safety, where a passenger is abusive, or where the number of passengers exceeds the vehicle's licence. Where a journey is ended early for these reasons, the fare for the distance travelled remains payable.

A vehicle left soiled may incur a cleaning charge, which will be the reasonable cost of putting it right.

7. Luggage and lost property

Please tell us about large or unusual luggage when you book so we can send a suitable vehicle. Drivers may refuse items that will not fit safely.

Your belongings are your responsibility. If you leave something behind, contact us as soon as you can and we will do our best to reunite you with it. We hold found property for a reasonable period and may charge the cost of returning it.

8. Complaints

If something goes wrong, tell us. Use the contact details at the bottom of this page and we will acknowledge your complaint and investigate.

If you are not satisfied with our response, you can complain to the licensing authority that licenses us. Their details are available from us on request and are shown on our operator licence.

9. Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law. Your rights under the Consumer Rights Act 2015 are not affected.

Subject to that: we arrange licensed private hire transport and we take reasonable care in doing so. We are not liable for delays caused by traffic, weather, road closures, or other events outside our reasonable control, and journey times quoted are estimates rather than guarantees.

If you are relying on a journey to catch a flight, train or appointment, please allow proper margin and tell us when you book.

10. Licensing and insurance

We hold a private hire operator's licence. Our drivers hold private hire driver licences and our vehicles hold private hire vehicle licences, with the insurance those licences require.

Licence and insurance documents are checked and their expiry dates are monitored. A driver whose documents lapse cannot be given work until they are back in order.

11. Your data

We hold your name, contact details, addresses and journey history to arrange your travel and meet our legal obligations. Our Privacy Policy explains what we hold, why, how long for, and how to see, correct or delete it.

You can download everything we hold about you, and delete your account, from inside our passenger app.

12. Changes and governing law

We may update these terms. The version in force is the one published here when you book.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts.