About these terms
These terms govern access to the Driver website and app and any private-hire booking made through them. The licensed operator responsible for a live booking, its licence details and contact information will be identified before that booking is accepted. The current product is in pre-launch testing and must not be treated as accepting live private-hire bookings until those details are displayed.
Your account
You must provide accurate information, keep your sign-in details secure and tell us promptly if you believe your account has been used without permission. Passenger accounts are for people aged 18 or over. We may suspend access where reasonably necessary to protect passengers, chauffeurs, the service or another person.
Making a reservation
A request is not confirmed until the app displays a booking confirmation. Before confirmation, you will be shown the collection point, main destination, requested time, selected vehicle class, estimated or fixed fare and material booking conditions. Please check them carefully. We may need to substitute a comparable or higher class vehicle where the selected vehicle becomes unavailable, but will tell you first where practicable.
Fares and payment
The price shown before confirmation includes the stated booking fee and distance charge. Additional waiting time, parking, tolls or exceptional cleaning may be charged only where the booking screen or these terms make that possibility clear. A payment method may be authorised when you reserve and captured after the service. Payment processing may be provided by Stripe; Driver does not store complete card details.
Waiting and cancellation
The first two minutes after confirmed arrival are free. Waiting time may then be charged at £1 per minute and the app will notify the passenger when charging begins. Unless a different rule is clearly displayed before booking, cancellation is free before a chauffeur accepts and for five minutes afterwards; a later cancellation may be charged at 30% of the quoted fare. Any statutory right or refund entitlement remains unaffected.
Collection and the journey
Passengers must provide a safe and lawful collection point, be ready at the agreed time and follow reasonable safety instructions. A chauffeur may refuse or end a service where conduct is abusive, dangerous, unlawful, materially disruptive or likely to damage the vehicle. Smoking and illegal substances are prohibited. Assistance dogs will be carried in accordance with applicable law.
Chauffeurs and vehicles
Live journeys will be fulfilled only through the licensed operator identified in the booking. Chauffeurs and vehicles must hold the licences, insurance and approvals required for the service. Vehicle imagery illustrates class and specification; trim, luggage capacity and individual features can vary.
Location, communications and safety
Location is used to calculate routes, support collection, show journey progress and protect service integrity. In-app calls and messages may be retained where necessary for support, safety, complaints and legal obligations. In an emergency, call 999. The app is not an emergency service.
Lost property and complaints
Report lost property or a service concern through the support channel as soon as possible. We will record, investigate and respond to complaints fairly. Recovery of lost property cannot be guaranteed and reasonable return costs may apply.
Our responsibility
We will provide the digital service with reasonable care and skill. Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Subject to that, we are not responsible for loss that was not reasonably foreseeable or for delay caused by events outside reasonable control.
Changes and ending access
We may update these terms for legal, regulatory, safety or service reasons. Material changes will be brought to your attention before they apply. You may stop using the service and request account deletion at any time, subject to records we must retain by law.
Governing law
These terms are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts that apply where you live.