1. DEFINITIONS

• Additional Charges: Any charges other than the main Charges payable in relation to a Passenger Services or Courier Services booking.
• Additional Waiting Time: Waiting beyond the standard inclusive period.
• Aggregator: Platform provider to whom we may subcontract Services, who may subcontract further.
• Airport Booking: Passenger Services booking to or from UK airports.
• Airport Meet and Greet Fee: Fee for a driver or fulfilment partner to meet you at a UK airport with a name board.
• App: The Zedcarz mobile application or any third-party application for bookings.
• ASAP Booking: Passenger Services booking for the next available driver or fulfilment partner.
• Booking: Booking for Passenger or Courier Services via any Booking Channel.
• Booking Channel: Website, App, phone, or third-party distribution channel.
• Cancellation Fee: Amount payable if you cancel a booking.
• Card: Credit or debit card.
• Card Payment: Payment via credit or debit card.
• Charges: Fees payable for a booking, excluding Additional Charges.
• Collection Address: Address provided for collection of passengers or goods.
• Contract: The agreement created when a booking is accepted.
• Courier Services: Collection, transport, and delivery of goods in the UK or internationally.
• Courier Services Vehicle: Motorbike, car, van, or larger vehicle used for courier deliveries.
• Customer: Person making a booking or using the Services.
• Data Protection Legislation: UK GDPR and Data Protection Act 2018.
• Destination Address: Delivery address for passengers or goods.
• Disruption Event: Any event causing significant disruption to transport, including strikes, closures, or weather.
• Driver: Person contracted to drive a vehicle or courier vehicle.
• Drop-Off Fee: Fee for dropping passengers at certain destinations.
• Executive Service: Premium service using an executive vehicle such as a Mercedes E-Class.
• VIP Service: Premium service using a luxury vehicle such as a Mercedes S-Class.
• Fulfilment Partner: Third-party provider on whose behalf Zedcarz arranges services.
• Goods: Items transported by Courier Services, excluding prohibited items.
• Group Member: Subsidiary or holding company of Zedcarz.
• Intellectual Property Rights: All IP rights worldwide, registered or unregistered.
• International: Courier Services delivery outside the UK.
• Private Hire Services: Bookings of private hire vehicles provided by Zedcarz or a Group Member.
• Private Hire Driver: Self-employed driver contracted to Zedcarz or a Group Member.
• Private Hire Booking: Booking for Private Hire Services.
• Private Hire Charges: Fees for Private Hire Services.
• Select Service: Professional driver and medium saloon vehicle (or MPV for Select+).
• Site: www.zedcarz.co.uk or any website operated by Zedcarz.
• Strike: Announced rail or tube strike causing disruption.
• Strike Charge: Surcharge for journeys during a strike or 12 hours after.
• Terms: These Terms.
• UK Bank Holidays: Bank holidays observed in England, Wales, or Scotland.
• Vehicle: Vehicle used for carrying passengers.
• Waiting Time Fee: Fee for waiting beyond the standard inclusive period.

2. THE SERVICES

Profile Requirements

You must create and maintain an active user profile (“Profile”) and be at least 18 years old to use the Services.

Registration Information

You must provide accurate personal information including name, address, phone number, and a valid payment method. You are responsible for all activity on your Profile.

Making Bookings

Once your Profile is created, you may book Passenger or Courier Services using the Booking Channels.

Types of Bookings

Bookings may be for Courier Services, ASAP Bookings, As Directed Bookings, or Pre-Booked.

Special Services

You may request accessible vehicles, Wheelchair Accessible or Pet Friendly, or other special vehicles where available. Charges apply as quoted.

Contract Formation

A booking constitutes an offer to purchase Services. A contract is formed when we confirm your booking via text, email, App notification, or on commencement of the booking. We may decline bookings at our discretion.

Liability for Passengers

You are responsible for the actions of passengers you book on behalf of, as if they were your own.

Subcontracting

Zedcarz may subcontract Services to drivers, Group Members, Fulfilment Partners, or Aggregators. Their acts are deemed ours under these Terms.

Fulfilment Partners

Where services are provided by a Fulfilment Partner, we act as their agent. The partner is responsible for the service, and we ensure they meet legal and insurance obligations.

3. PASSENGER SERVICES

Service Provision

Passenger Services involve transporting passengers from a collection address to a destination address.

Vehicle Standards

Vehicles are maintained to safety and comfort standards and driven by licensed drivers where required.

Waiting Time Policy

Delays are sometimes unavoidable, but when a driver is kept waiting beyond the scheduled time, additional charges may apply to cover their time and costs.

Airport Pick-Ups

• Grace Period: A 10-minute grace period applies from the requested booking time.
• Booking Process:
• If booking by phone, our operators will ask how long after landing you would like to be met. This is then added as a “delay” time to your booking.
• For bookings via email, web, or app, you must add a delay time.
• If no delay is added, we will assume you require your driver at the meeting point at the landing time.
• Charging: Waiting time is charged once the grace period has passed.

Local Pick-Ups

• Grace Period: A 5-minute grace period is allowed from the scheduled pick-up time.
• Charging: Waiting charges begin from the 6th minute onwards.

Rates

• Standard vehicles: Waiting time is charged pro rata at our charge rate at that time.
• Executive, specialist, or larger vehicles: Rates may be higher due to increased costs and limited availability, in line with our cancellation policy principles.

Key Considerations

• Driver Arrival: If the driver arrives early, the grace period begins from the scheduled pick-up time, not from their arrival.
• External Delays: Issues such as airport congestion or baggage delays do not exempt waiting charges unless prior special agreements at time of booking.
• No-Show: If the passenger fails to arrive after the grace period and waiting time, and cannot be contacted, the booking may be treated as a no-show — cancellation fees will then apply in addition to any waiting time already incurred.

Flight Monitoring

Airport Bookings include flight monitoring where possible to adjust pickup times.

Meet & Greet Service – Available at UK airports, train stations, and events. A driver will meet passengers at a pre-agreed location for added convenience and professionalism. This service carries a small additional fee, which is included in the booking.

Cancellation Policy

We recognise that travel plans can sometimes change unexpectedly. However, once a booking has been placed and a driver assigned, both Zedcarz and the driver begin to incur costs. Our cancellation policy is designed to ensure these costs are covered fairly.

Typical Cancellation Charges (Guideline Only)

• More than 24 hours before pick-up: No charge applies.
• 12–24 hours before pick-up: In some cases, up to 50% of the fare may be charged.
• 3–12 hours before pick-up: Typically up to 75% of the fare may be charged.
• Less than 3 hours before pick-up: In many cases, the full fare may be charged.

These examples are intended as a guideline. Actual charges will depend on the circumstances listed below. For individual cash/card bookings, our operators will confirm the cost at the time of cancellation. For account clients, the accounts department will confirm the final charge.

Key Factors Considered

• Distance of Pick-Up: Longer-distance jobs may attract higher fees.
• Driver Status: If the driver is dispatched, en route, or has already arrived, higher charges may apply.
• Vehicle Type: Executive, specialist, or larger vehicles may carry higher cancellation charges due to limited availability.
• Operational Costs: Any costs already incurred (fuel, tolls, parking, etc.) may be factored into the fee.

No-Show Policy

If a passenger does not appear at the pick-up point and cannot be contacted despite reasonable attempts, the booking will be classed as a “no-show” and up to 100% of the fare may be charged.

Additional Costs
Waiting time, parking fees, tolls, and other incidental expenses are separate from cancellation charges and may still apply.

4. COURIER SERVICES

Service Description

Courier Services involve collection, transport, and delivery of goods using suitable vehicles.

Prohibited Goods

You must not request transport of:



• Illegal items
• Hazardous materials
• Perishables requiring special storage
• Items exceeding size/weight limits
• Valuable items without prior agreement

Packaging Requirements

Goods must be securely packaged and labelled. You are responsible for preventing damage.

Delivery Confirmation

Delivery proof is provided electronically, by signature, or photo.

5. CHARGES AND PAYMENT

Pricing Structure

Charges are based on distance, time, vehicle type, and demand. Pricing is shown in Booking Channels.

Payment Methods

Payment accepted by card, corporate account, or other methods as agreed.

Payment Processing

Processed automatically after service unless alternative arrangements are made.

Additional Charges

Include waiting time, tolls, congestion charges, parking, airport fees, meet and greet, cleaning, fuel surcharge and strike charges.

Pricing Changes

We may adjust pricing at any time; your booking is charged at the time of confirmation.

Disputes

Pricing disputes must be raised within 7 days.

6. CANCELLATIONS AND MODIFICATIONS

• Cancellation rights: You may cancel per service type terms.
• Fees: Vary by booking type and notice given.
• Modifications: Subject to availability and may incur additional charges.
• Our cancellation rights: For extreme weather, vehicle or driver unavailability, safety concerns, or breach of Terms.

7. YOUR OBLIGATIONS

• Provide accurate information.
• Be ready at collection time and location.
• Behave respectfully.
• Comply with laws and safety requirements.
• Do not damage or leave vehicles unclean.

8. OUR OBLIGATIONS

• Provide Services with reasonable care and skill.
• Ensure licensed operations.
• Maintain insurance and require the same from partners.
• Provide reasonable customer support.
• Handle data in accordance with data protection law.

9. LIABILITY AND INSURANCE

• Limited to maximum extent permitted by law.
• Vehicles are insured; maintain personal insurance.
• Not liable for third-party actions.
• Not liable for force majeure events.

10. SPECIAL CIRCUMSTANCES

• Strike periods may include a surcharge.
• Peak periods (Christmas, New Year) may have special pricing.
• Events, disruptions, or extreme weather may restrict services.
• Development Disruption Charges may apply in areas of major construction.

11. DATA PROTECTION AND PRIVACY

• We collect data for service provision, support, and improvement.
• Data may be shared with Group Members, Fulfilment Partners, and service providers.
• You have rights over your data, including access, correction, and deletion.
• We implement measures to protect your data.

12. INTELLECTUAL PROPERTY

• All IP in Services, Site, and App belongs to us or our licensors.
• You have a limited license to use Services.
• Do not copy or create derivative works without permission.
• Feedback may be used by us without compensation.

13. COMPLAINTS AND DISPUTES

• Submit complaints within 7 days via customer service.
• We investigate and respond fairly.
• Remedies may include refunds or credits.
• Escalation can be made to regulatory bodies if necessary.

14. TERMINATION

• By you: Close your Profile.
• By us: For breaches or legitimate reasons.
• Effect: Outstanding obligations survive termination.
• Data retention: Data may be retained for legal or business purposes.

15. GENERAL TERMS

• These Terms are the entire agreement.
• We may amend Terms; continued use constitutes acceptance.
• Invalid provisions do not affect others.
• Failure to enforce does not waive rights.
• Assignment rights reserved for Zedcarz; you may not assign.
• These Terms do not confer third-party rights unless stated.
• Governed by English law; English courts have exclusive jurisdiction.
• Nothing affects your statutory consumer rights.
• Contact us via customer service.
• Terms are written in English; English version prevails.