Terms & Conditions
Last updated: December 2025
✔ Licensed Private Hire Operator — XTAXI24 LIMITED holds Private Hire Operator Licence OP2222, issued by Mid Sussex District Council and valid until 8 April 2027. Every booking made through XTaxi24 is dispatched in accordance with our operator licence conditions, and every driver we use is individually licensed by their local council and DBS-checked.
Important - Platform Role: XTaxi24 acts as a disclosed agent connecting you with licensed independent taxi drivers. The transportation service contract is directly between you and the driver. We facilitate the connection and charge drivers a commission for this service.
1. Agreement to Terms
By using XTaxi24's platform, you agree to these Terms. Operator: XTAXI24 LIMITED (Company No. 16842929), registered in England & Wales. Director: Mathu George. Registered Office: 12 St Wilfrids Way, Haywards Heath, West Sussex, RH16 3QH. Licensed Private Hire Operator: Mid Sussex District Council, Operator Licence No. OP2222 (expires 8 April 2027).
2. Definitions
- "Platform" - XTaxi24's mobile app and booking technology
- "Passenger" - You, the person booking transportation
- "Driver" - Licensed independent contractor providing taxi services
- "Ride" - Transportation service provided by Driver to Passenger
- "Fare" - Payment owed to Driver for transportation services
3. Platform Role - We Are an Agent
Critical Understanding:
- XTaxi24 does NOT provide transportation services
- Drivers are independent contractors, not XTaxi24 employees
- The contract for your ride is directly between you and the Driver
- We act as a disclosed agent facilitating the connection
- Drivers pay us a commission for access to the platform
3.1 What We Provide
- A licensed Private Hire Operator service (Mid Sussex District Council, Licence OP2222) dispatching bookings to vetted drivers
- Technology platform connecting passengers with licensed drivers
- Real-time GPS tracking and fare estimation
- Payment facilitation (optional - drivers may accept cash/card directly)
- Customer support and dispute resolution
3.2 What We Don't Guarantee
- Driver availability or specific arrival times
- Uninterrupted service (maintenance, technical issues)
- Driver actions (drivers are independent third parties)
4. Eligibility
Passengers must: Be 18+ years old, provide accurate information, and comply with these Terms.
5. Booking Process
When you request a ride:
- You receive a fare estimate calculated using UK tariff rates
- Available drivers are notified of your request
- If a driver accepts, a contract is formed between you and that driver
- XTaxi24 dispatches your booking and the driver collects payment directly (cash or card link)
5.1 Fare Estimates
- Estimates are based on distance, time, and vehicle type
- Final fare may vary based on actual route, traffic, and journey time
- Remote pickup locations include call-out charges
5.2 Cancellation Policy
- Free cancellation: Within 2 minutes of booking
- After 2 minutes: Cancellation fee may apply
- No-shows: Full fare may be charged if driver arrives and you don't appear within 5 minutes
6. Payment
6.1 Payment Methods
All fares are paid directly to the driver. XTaxi24 does not collect or hold customer payments. You may pay using:
- Cash: Pay the driver in person at journey's end
- Card via driver's payment link: The driver may send you a secure card payment link (processed through their own merchant account) which settles directly to the driver
Remote Pickup Requirement: Card payment may be required for pickups outside our standard service area (protects drivers from long unprofitable journeys).
6.2 Refunds
- Refund requests assessed case-by-case within 48 hours
- Disputes about service quality are between you and the driver
- XTaxi24 may facilitate dispute resolution but is not liable for driver service
7. User Conduct
You must NOT:
- Harass, threaten, or abuse drivers
- Damage vehicles or property
- Provide false information or fraudulent payment
- Use the platform for illegal purposes
Violations result in account suspension or termination.
8. Liability
Critical - Please Read:
Because XTaxi24 is an agent only and does not provide transportation services:
- We are NOT liable for driver actions, accidents, injuries, delays, or property damage
- Your contract is with the driver, who is an independent licensed professional
- All drivers carry professional insurance as required by their license
- Safety concerns should be reported to us immediately for investigation
Platform Liability: To the maximum extent permitted by law, our liability for platform technical issues is limited to 100 or the amount you paid in the last 12 months, whichever is higher.
9. Data and Privacy
See our Privacy Policy. By using the platform, you consent to data collection necessary for service provision, including sharing your location, phone number, and contact details with drivers and passengers for ride coordination purposes.
10. Termination
By you: Delete your account anytime via app settings.
By us: We may suspend/terminate accounts for Terms violations, fraudulent activity, or abuse.
11. Dispute Resolution
Complaints: Contact support@xtaxi24.com. We respond within 5 business days.
Governing Law: These Terms are governed by the laws of England & Wales. Nothing affects your statutory consumer rights.
12. Changes to Terms
We may update these Terms periodically. Continued use after changes constitutes acceptance.
13. Contact
XTAXI24 LIMITED
Company Number: 16842929
Licensed Private Hire Operator — Mid Sussex District Council
Operator Licence No. OP2222 (expires 8 April 2027)
Email: support@xtaxi24.com
Phone: 01444 718418