Terms & Conditions

The following terms and conditions apply when you use our booking service(s) in connection with a Private Hire journey using a Private Hire vehicle or a Hackney Carriage operating as a Private Hire Vehicle (PHV). The booking service may be provided to you by any of the Veezu Group corporate entities (defined below), each being licensed private-hire operators. The transportation service will, when terms are agreed by you, be provided by a licensed private-hire vehicle driver or a licensed Hackney Carriage driver ("Driver Partner") with whom you will have a direct contract for the journey.

The corporate entity with whom you are contracting under these terms and conditions will be part of the Veezu Group. The one that you will have a contract with will be determined by your location at the time your booking is placed and is referred to as "us", "we" and "our".

Veezu Group means any company which at the relevant time is a subsidiary or holding company of Veezu Holdings Limited of Hodge House, 114–116 St. Mary Street, Cardiff, Wales, CF10 1DY or any subsidiary of any such holding company. "Subsidiary" and "holding company" shall have the meaning given to them by the Companies Act 2006 Section 1159.

All telephone calls, including when you call to make a booking, are recorded for training, regulatory, compliance and monitoring purposes.

If you have opened a corporate account with any company operator in the Veezu Group, or if you take a journey using that account, separate terms and conditions will apply and you should refer to the account holder for details.

We provide booking services in our capacity as a licensed private-hire operator from our various licensed premises and we are subject to all statutory and regulatory obligations and liabilities with respect to that activity. Our booking services are described in paragraphs 2–6 (together the "Booking Service").

These terms apply when you use our Booking Service via our:

• Booking application(s)
• Telephone number(s)
• Website(s)
• Social media platform(s)
• Dedicated taxi bell / taxi butler / taxi booking mobile device(s)

Our Booking Service includes us doing the following:

After a booking is placed, we will co-ordinate with a Driver Partner to determine whether any of them would be available in the geographic area of the pick-up location at the requested time. If and when a Driver Partner takes up the booking, you will receive notification that the vehicle is on its way with confirmation of the Driver Partner's name or identification number and vehicle type and registration number.

In legal terms, the contract for the transportation services is not made by you placing the booking with us but is subsequently made, if you and the Driver Partner agree at pick-up, that the Driver Partner should provide the transportation services. The contract for transportation services is between you and your Driver Partner. We are not party to it. The company which you use to book your journey acts as a disclosed introducer for the Driver Partner in connecting you to them.

If you pay by credit/debit card, Veezu Services Limited, a Republic of Ireland private limited company with registered number 651172 and registered office at Digital Office Centre, Balheary Road, Swords, Co. Dublin, K67 E5A0, Ireland ("VSL"), will also act as disclosed agent in accepting payment from you on the Driver Partner's behalf. VSL acts as agent of the Driver Partner only and not as agent of you as the Passenger. Please note that Driver Partners are not employees or workers of any company in the Veezu Group; they are self-employed individuals.

We do not provide transportation, logistics, delivery or other services to passengers under these T&Cs. We provide you with a Booking Service which is essentially the service of introducing potential passengers to drivers who appear to be available. No company in the Veezu group functions as a transportation provider or carrier; all such transportation services are provided by independent third-party individuals (the Driver Partners).

In certain circumstances (e.g., during peak travel periods when a locally licensed Driver Partner is not available), we may need to arrange for your booking to be processed by another Veezu Group licensed private-hire operator in accordance with section 55A, subsection (1) of the Deregulation Act 2015. This is called "subcontracting". Where your booking is sub-contracted to a Veezu Group operator in a different licensing authority, the booking shall be governed by the regulatory conditions of that licensing authority.

The Schedule to these T&Cs sets out terms and conditions which are an example of the terms that could be agreed by a Driver Partner and you in relation to a journey. In relation to journeys:

Our booking application is made available to you by us. While we make every effort to ensure that the application is available, we do not represent, warrant or guarantee in any way its continued availability at all times or uninterrupted use by you. We reserve the right to suspend or cease the operation of our application from time to time at our sole discretion.

As a condition of your use of our application, you agree:

We reserve the right to prevent or suspend your access to our application if you do not comply with any part of these terms or any applicable law.

Our Booking Services are provided to you free of charge, save to the extent we may from time to time separately apply a Booking Fee arrangement on terms to be notified to you before the booking. Where any Booking Fee is payable by you to any Veezu Company, you shall pay the Driver Partner who shall receive such payment as agent for us.

Any fare estimates given to you at the time of placing your booking are estimates only. Estimates may not reflect variations due to the area in which you are travelling, the time of day or night, traffic delays or other factors which may impact on the actual times or fares.

Actual fares for journeys (including pre-booked journeys) may vary. The fare payable shall be calculated according to the applicable tariff for the journey in that area at that time of day or night. Additional costs may be payable where your journey involves car park charges, tolls, wait times or extras.

Additional costs may be payable where your journey requires a specialist type of vehicle such as a multi-purpose vehicle, an estate vehicle, or a vehicle suitable for the transportation of animals. If you require a specialist vehicle by reason of a registered disability, the additional charge shall not apply.

Any digital promotional offer or digital gift is only valid for use against future journeys booked via our booking application and can only be used when paid for by a pre-registered credit card. In-app referral vouchers or digital gifts are limited in redemption on a per user basis. Such offers are non-refundable and non-transferable and must be used within the specified time period. The promotional offer or digital gift is only valid for the fare portion of the journey — wait time, tolls, car park charges or extras are not included. We reserve the right to withdraw any promotional offers at any time.

Any non-digital promotional offer or gift is only valid for use by the recipient. Such offers are non-refundable and non-transferable and must be used within the specified time period and according to any other conditions attached to the offer as specified at the time of issue.

If you download our booking application, you will have the option of pre-registering your credit or debit card for paying future fares. If you do so, a pre-authorisation transaction may be made on your card resulting in a temporary hold of up to £1.01 by your card issuer as a "pending transaction". This is not a permanent charge; funds will be released typically within 3–10 working days. This is known as a pre-authorisation hold and helps us confirm that the card you are using is valid and has not been reported for fraud, lost or stolen.

Payments by credit/debit card via the App will be collected for and on behalf of the Driver Partners by VSL (or any other company in the Veezu Group that VSL has appointed) acting as disclosed payment collection agent. We only use approved third-party payment processors. Your credit and/or debit card details are securely tokenised and not held by us, and are only processed by our third-party payment processor(s) under PCI level 1 compliance.

When placing a booking, a pre-authorisation of funds is placed on your debit/credit card to cover the estimated or fixed fare including any wait time, tolls or extras. Should this not cover the final fare, a request will be made in-app for you to authorise the remaining amount. Should your journey be cancelled, this pre-authorisation hold will be returned to you within your card issuer's terms, typically within 3–10 working days.

We will have limited access to your personal credit and/or debit card information and cannot share that information. Our staff will only have limited access to payment information where such details are provided over the telephone and full cardholder details are not recorded or stored.

If you cannot pay by cash and have not pre-registered a credit/debit card on our mobile application, you will have the option of paying via AirPay. Your use of AirPay is subject to AirPay's own terms and conditions; we are not party to the arrangement between you and AirPay.

If you book your journey via the App, all journey charges will be shown on your receipt emailed to you on your Driver Partner's behalf. We will use the email address you provided when you signed up to the application. If you otherwise require a receipt, please ask the Driver Partner to provide one at the end of the journey.

If you believe that your Driver Partner over-charged or under-charged you for a journey, please contact us so that we can review and discuss with the Driver Partner. Where appropriate, we will, on behalf of the Driver Partner, seek to arrange for a refund or take additional payment.

Any pickup time or journey time provided to you are estimates only. We do not accept any liability for bookings which result in:

We recommend that you allow plenty of time to accommodate any unplanned delays so as not to impact any onward plans.

Before making a journey (or related booking) it is your responsibility to verify the journey route and assess whether there are any known issues which may impact the likely arrival of the vehicle to your pick-up point or your journey time. Please be mindful of adverse weather conditions, traffic, roadworks, road accidents or any other planned or unplanned issues which may cause delays.

If you require any adjustments to your travel due to a protected characteristic (e.g., disability), please provide any relevant information to us prior to your journey (or related booking). If your disability requires a specialist vehicle or the transportation of an assistance dog, the additional costs noted in clause 14 will not apply to you. By providing this information, you consent to allow us to process this personal information — please refer to our Privacy Policy at www.veezu.co.uk for more information.

We will use reasonable endeavours to ensure that any lost property found by Driver Partners will be handled in accordance with our lost property process as listed on our websites. We do not accept any liability for the loss or destruction of any such property.

Where the wearing of face coverings is mandatory in the area where either the journey commences or ends, you will need to wear a face covering throughout the journey unless an exemption applies to you. Where an exemption does not apply, your booking may be cancelled by us, or the Driver Partner may terminate the journey if face coverings are not worn by you or fellow passengers.

We are committed to providing an efficient Booking Service. When something goes wrong with your journey (or associated booking) we need you to tell us about it. This will give us the opportunity to put things right and to improve our service for future users.

In the event of a dispute with your Driver Partner we ask that you respect their privacy by refraining from personally identifying them or their vehicle within any public forum such as social media.

We are responsible to you for foreseeable loss and damage caused by us arising out of our performance of the Booking Services only. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. We are not responsible for any loss or damage that is not foreseeable.

We are not liable for any losses or damage caused to you by private-hire drivers or Hackney Carriage drivers, other third parties or in relation to liabilities identified in clauses 23–26 above.

If Veezu is liable to you in connection with the Booking Services, its liability will be limited to an amount equal to £150.00 in aggregate.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; and for breach of your legal rights in relation to the Booking Services.

We are not liable for business losses. We only supply the services for domestic and private use. If you use our services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We are under a legal duty to provide the Booking Services with reasonable care and skill. If you are not satisfied, you can ask us to repeat or fix the service if it is not carried out with reasonable care and skill. As we do not charge (unless expressly agreed otherwise) for our Booking Services, there is no right to a refund.

We will only use your personal information as set out in our Privacy Policy shown on our website www.veezu.co.uk.

We may transfer our rights and obligations under these terms to another organisation outside of the Veezu Group. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

This contract is between you and us. No other person shall have any rights to enforce any of its terms. We are not party to the contract that you enter into with the Driver Partner for transportation services. The only people with rights to enforce the terms of that contract are you and the relevant Driver Partner. This is without prejudice to our statutory obligations as a Private Hire Operator.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

These terms are governed by English & Welsh law and you can bring legal proceedings in respect of the booking services in the English & Welsh courts. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English & Welsh courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English & Welsh courts.

As a licensed private-hire operator we welcome any feedback about your booking with us, or your journey with the Driver Partner. If something goes wrong, we can help you address it. Please contact us using the details below:

Thank you for using our service. We hope you have an 'amazing journey.'