Terms & Conditions

Last Updated: March 26, 2026

These Terms and Conditions ("Terms") govern your use of the Ugoo website, mobile applications, and private hire transportation services (collectively, the "Services") operated by Ugoo Ltd ("we," "us," or "our"), a company registered in England and Wales.

By accessing or using our Services, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Services.

1. Service Description

Ugoo operates a private hire vehicle booking platform that connects passengers with licensed private hire drivers in the United Kingdom. Our Services include:

• Pre-booked private hire transportation
• Airport transfers
• Corporate travel services
• Long-distance journeys

All journeys must be pre-booked through our app or website. We are not a taxi service and cannot accept immediate hails on the street.

2. Eligibility

To use our Services, you must:

• Be at least 18 years of age
• Have the legal capacity to enter into binding contracts
• Provide accurate and complete registration information
• Comply with all applicable UK laws and regulations

3. Account Registration

To book rides, you must create an account with accurate, current, and complete information. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorised use

We reserve the right to suspend or terminate accounts that violate these Terms or contain false information.

4. Bookings and Cancellations

Making a Booking: When you book a ride, you enter into a contract with Ugoo Ltd for the provision of transportation services. Booking confirmation will be sent via the app and/or email.

Cancellation Policy:

• Free cancellation up to 1 hour before scheduled pickup
• Cancellations within 1 hour may incur a cancellation fee
• No-shows will be charged the full fare

Waiting Time: Drivers will wait up to 5 minutes at the pickup location (15 minutes for airport pickups). Additional waiting time may be charged.

5. Fares and Payment

Fare Calculation: Fares are calculated based on distance, time, vehicle type, and demand. An estimated fare is provided at booking, but the final fare may vary based on actual journey details.

Payment Methods: We accept payment via credit/debit card through our secure payment processor (Stripe). All prices are in British Pounds (GBP) and include VAT where applicable.

Additional Charges: Extra charges may apply for:

• Tolls, congestion charges, or parking fees
• Cleaning fees for vehicle soiling
• Damage to the vehicle
• Additional stops during the journey

6. Passenger Conduct

When using our Services, you agree to:

• Treat drivers with respect and courtesy
• Wear seatbelts at all times during the journey
• Not smoke, vape, or consume alcohol in the vehicle
• Not carry illegal substances or prohibited items
• Not damage or soil the vehicle
• Comply with the driver's reasonable instructions
• Not engage in any illegal, threatening, or abusive behaviour

We reserve the right to refuse service or terminate rides for passengers who violate these conduct rules.

7. Driver Terms (For Drivers)

Drivers using our platform must:

• Hold a valid UK Private Hire Driver Licence
• Have a licensed private hire vehicle with valid insurance
• Maintain a valid MOT certificate and vehicle licence
• Pass our background verification checks
• Comply with all local authority licensing requirements
• Maintain professional conduct at all times

Drivers are independent contractors and not employees of Ugoo Ltd.

8. Limitation of Liability

To the fullest extent permitted by English law:

• Our total liability shall not exceed the fare paid for the relevant journey
• We are not liable for indirect, consequential, or special damages
• We are not liable for delays caused by traffic, weather, or circumstances beyond our control
• We are not liable for loss or damage to personal belongings left in vehicles

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

9. Insurance

All vehicles operating through our platform are covered by comprehensive private hire insurance as required by UK law. This insurance covers passengers during their journey.

10. Intellectual Property

All content, trademarks, logos, and intellectual property on our website and apps are owned by Ugoo Ltd. You may not copy, reproduce, or use our intellectual property without written permission.

11. Complaints and Disputes

If you have a complaint about our Services, please contact us through our Contact Page or email support@ugoo.co.uk. We aim to resolve complaints within 14 days.

If we cannot resolve your complaint, you may be able to use alternative dispute resolution services.

12. Changes to Terms

We may update these Terms from time to time. We will notify you of significant changes via email or in-app notification. Your continued use of our Services after changes are posted constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

15. Contact Us

For questions about these Terms, please contact us:

Ugoo Ltd
Email: legal@ugoo.co.uk
Website: ugoo.co.uk