Terms & Conditions

1. Introduction

These Terms and Conditions ("Terms") apply to all customers of UGOO SERVICES who use our private hire and taxi booking services. You may book through our mobile app (iOS and Android), website, or telephone booking line. By making a booking, using our app or website, or travelling with us, you agree to be bound by these Terms.

These Terms should be read alongside our Privacy Policy and any booking confirmation or fare estimate issued to you. If there is any inconsistency, the booking confirmation or service-specific terms will prevail.

A binding contract between you and UGOO SERVICES is formed only when a booking confirmation is issued by us.

2. Company Information

UGOO SERVICES is a licensed private hire vehicle operator based in Tonbridge, Kent, providing taxi and private hire transportation to individuals, businesses, schools, and other organisations across Kent and surrounding areas.

• Registered Address: 3 York Parade, Tonbridge, TN10 3NP
• Website: www.ugoo.co.uk
• Telephone: 01732 800 800
• Email: support@ugoo.co.uk

3. Definitions

Booking

– A confirmed request for transportation made by you and accepted by us.

Customer

– The person making the booking or any passenger using the service.

Driver

– A licensed private hire driver engaged by us or by a third-party partner.

Vehicle

– Any private hire vehicle used to provide the service.

Service

– Any journey, booking, account, app, website, or customer support service we provide.

Channel

– Any booking method: mobile app, website, or telephone.

4. Our Services and Booking Channels

We provide licensed private hire transportation services. We do not accept street hails. All journeys are subject to driver availability, route feasibility, and licensing requirements. All drivers and vehicles are required to hold the licences, insurance, permits, and approvals required by law.

You may book through:

• Mobile App (iOS and Android)
• Website – www.ugoo.co.uk
• Telephone – 01732 800 800

Where permitted by applicable legislation, we may use subcontracted or affiliated licensed operators, drivers, or vehicles. Responsibility for a journey may transfer to the subcontracted operator where permitted by law.

5. Booking Confirmation

A booking is only confirmed when we issue confirmation via email, SMS, in-app notification, or telephone. Any quote before confirmation is an invitation to book and is not binding.

You are responsible for ensuring all booking details are accurate, including pickup address, destination, date, time, passenger count, child seat requirements, accessibility needs, luggage, and contact details. We are not responsible for delays or additional charges resulting from inaccurate information supplied by you.

6. Service Types

• Immediate bookings – Journeys requested as soon as possible.
• Advance bookings – Journeys scheduled for a future date and time.
• Recurring bookings – Regular journeys including school runs, shift work, or repeat business travel.
• Corporate bookings – Bookings made under an approved business account.

7. Booking Changes

You may request changes to a confirmed booking, including pickup time, destination, or passenger details, subject to availability and our approval. Changes may affect the fare, estimated arrival time, or vehicle assigned.

8. Cancellations by Customers

You may cancel a booking before pickup via the app, website, or telephone. Unless otherwise stated at the time of booking:

Cancellation charges represent a genuine contribution towards operational losses, administrative costs, and driver allocation costs. We may waive charges at our discretion where exceptional circumstances apply.

9. No-Shows

A no-show occurs where you fail to attend the agreed pickup point within:

• 15 minutes for advance bookings
• 5 minutes for immediate bookings

…without contacting us or the driver. A no-show may be charged at the full fare and may affect future booking availability.

10. Cancellations by UGOO SERVICES

We may cancel a booking where a vehicle or driver becomes unavailable, a safety issue arises, the route becomes unsafe or impassable, fraud or misuse is suspected, or there is another legitimate operational reason.

If we cancel, we will not charge a cancellation fee and will attempt, where reasonably possible, to arrange an alternative service or refund any advance payment taken.

11. Waiting Time and Passenger Readiness

You must be ready at the agreed pickup point at the booked time. Drivers may wait for a reasonable period; however, waiting time charges may apply where delays are caused by you or your party.

Time-Critical Travel: Customers booking transport for flights, trains, ferries, medical appointments, or examinations are responsible for allowing adequate contingency time for traffic, weather, and other unforeseen delays. We cannot guarantee arrival by a specific time unless expressly agreed in writing.

12. Fares and Pricing

Fares may be calculated using fixed pricing, metered pricing, distance-based pricing, time-based pricing, minimum fares, account tariffs, airport tariffs, or disclosed peak pricing. Additional charges may apply for:

• Waiting time
• Extra stops
• Parking and tolls
• Cleaning
• Child seats or special assistance
• Out-of-area travel

Fare estimates provided before travel are indicative only. Dynamic or demand-responsive pricing may apply during periods of increased demand where disclosed before booking confirmation.

13. Payment

We accept cash, card payments, digital wallet payments, and approved business account invoicing. Electronic payments are processed by third-party payment providers. We do not store full payment card details on our systems.

Unless otherwise agreed, payment is due upon completion of the journey. We reserve the right to require advance payment, refuse certain payment methods, or conduct verification checks.

14. Refunds and Disputes

If you believe a charge is incorrect, contact us within 7 days of the journey with supporting details. We will investigate in good faith and may issue refunds, adjustments, or account credits where appropriate.

Approved refunds are generally returned to the original payment method within 5–7 working days, subject to banking provider timescales.

15. Customer Accounts

You may create an account to access features including booking history, saved addresses, promotions, payment methods, and business billing. You are responsible for maintaining the confidentiality of your login credentials and must notify us immediately if you suspect unauthorised use of your account.

16. App, Website, and Telephone Services

Our app and website are provided for convenience. While we aim for uninterrupted access, we do not guarantee continuous availability due to maintenance, updates, outages, or technical failures.

You must not transmit malicious software, scrape or systematically extract data, gain unauthorised access to our systems, or misuse the platform unlawfully.

Intellectual Property: All intellectual property rights in our applications, website, branding, logos, systems, software, and content remain owned by or licensed to UGOO SERVICES. You may not reproduce, copy, distribute, modify, or commercially exploit any part of our services without written consent.

17. Promotions and Offers

Promotions, discounts, referral offers, and loyalty schemes are offered at our discretion and may be withdrawn or amended at any time. Additional eligibility criteria, expiry dates, or minimum spend conditions may apply.

18. Passenger Conduct

Passengers must behave respectfully towards drivers, staff, and other passengers at all times. Passengers must not:

• Behave abusively, violently, or threateningly
• Discriminate against others
• Damage vehicles
• Smoke or vape where prohibited by law
• Use illegal drugs
• Endanger safety

Drivers may refuse or terminate journeys where a passenger appears excessively intoxicated or poses a safety, legal, or operational risk. Passengers must comply with reasonable safety instructions.

19. Children, Accessibility, and Vulnerable Passengers

Children must travel in accordance with applicable law and safety requirements. Where child seats or booster seats are required, you are responsible for arranging or requesting them in advance.

We are committed to complying with the Equality Act 2010 and will make reasonable efforts to accommodate passengers with disabilities or accessibility requirements where notified in advance and subject to availability.

Assistance dogs accompanying disabled passengers will be carried in accordance with applicable law unless a lawful exemption applies.

We are committed to safeguarding children and vulnerable adults. Drivers and staff may refuse, terminate, or report journeys where safeguarding concerns reasonably arise.

20. Lost Property

We will make reasonable efforts to reunite passengers with lost property but cannot guarantee recovery. We may charge reasonable administration or delivery fees where lawful. Claims should be reported promptly with sufficient identifying details.

21. Vehicle Cleanliness and Damage

You may be charged reasonable cleaning, repair, replacement, or damage costs arising from spillage, sickness, smoking, contamination, or damage caused by you or your party. Charges may be supported by photographs, invoices, or other evidence.

22. Delays and Force Majeure

We will use reasonable care and skill in providing our services but are not liable for delays, interruptions, or failures caused by events outside our reasonable control, including: traffic congestion, severe weather, accidents, road closures, breakdowns, police or regulatory action, strikes, cyber attacks, telecommunications failures, GPS failures, fire, flood, epidemic or pandemic, or government action.

23. Liability

Nothing in these Terms limits or excludes liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any liability that cannot legally be excluded under UK law.

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.

Subject to the above: we are not liable for indirect or consequential losses including loss of profit, missed flights, trains, meetings, or appointments; and our total liability relating to any journey shall not exceed the amount paid for the affected booking unless otherwise required by law.

24. Complaints

If you are dissatisfied with any aspect of our service, please contact us promptly. We aim to investigate and respond within 5 business days. If you remain dissatisfied, you may contact the relevant licensing authority or the courts.

25. Termination of Service

We may suspend or terminate access to our services, app, website, or accounts where reasonably necessary due to: breach of these Terms, fraud or misuse, abusive behaviour, safeguarding concerns, or legal or regulatory obligations. We may also refuse future bookings where appropriate.

26. Data Protection

We process personal data in accordance with the UK GDPR, the Data Protection Act 2018, and other applicable UK privacy laws. Our Privacy Policy explains how we collect, process, store, share, and protect your personal data, and is available on our website and app.

27. Changes to These Terms

We may update these Terms from time to time. Updated versions will be published on our app and website with a revised effective date. Where material changes are made, we will provide at least 14 days' notice where reasonably practicable. Continued use of our services constitutes acceptance of the updated Terms.

28. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction except where mandatory consumer protection laws permit otherwise. Nothing in this clause limits any mandatory consumer rights available under applicable law.

29. Contact Details

• Company: UGOO SERVICES
• Address: 3 York Parade, Tonbridge, TN10 3NP
• Website: www.ugoo.co.uk
• Telephone: 01732 800 800
• Email: support@ugoo.co.uk