Terms & Conditions

Last updated: January 2025

1. Agreement to Terms

These Terms & Conditions ("Terms") govern your use of XTaxi24's mobile applications and services ("Service"). By creating an account or using our Service, you agree to be bound by these Terms.

Operator: XTAXI24 LIMITED (Company No. 16842929), a hackney carriage booking platform registered in England & Wales.
Director: Mathu George
Registered Office: 12 St Wilfrids Way, Haywards Heath, West Sussex, RH16 3QH

2. Definitions

• "Passenger" - Users who book rides through the app
• "Driver" - Licensed drivers providing transportation services
• "Ride" - Transportation service arranged through the app
• "Fare" - Payment for transportation services
• "Credit" - In-app balance used to pay for rides

3. Eligibility

3.1 Passengers

• Must be 18 years or older
• Must provide accurate registration information
• Must have a valid payment method
• Responsible for all account activity

3.2 Drivers

• Must hold a valid UK hackney carriage driver license from Mid Sussex District Council
• Must have appropriate insurance coverage
• Must pass background checks
• Must maintain vehicle safety standards

4. Service Description

XTaxi24 is a technology platform that connects passengers with licensed hackney carriage drivers. We do NOT provide transportation services directly - our role is to facilitate the connection between passengers and drivers. All vehicles operating on our platform are licensed hackney carriages with Mid Sussex District Council.

4.1 What We Provide

• Mobile app for booking rides
• GPS tracking and navigation
• Payment processing
• Customer support
• Driver verification and onboarding

4.2 What We Don't Guarantee

• Driver availability at all times
• Specific arrival times (estimates only)
• Uninterrupted service (maintenance, outages)
• Third-party actions (drivers, other road users)

5. Booking and Cancellation

5.1 Ride Requests

• Fares are calculated based on distance, time, and demand
• Fare estimates are indicative - final fare may vary
• You're charged when a driver accepts your ride
• Drivers have the right to decline ride requests

5.2 Cancellation Policy

• Passenger cancellations: Free cancellation within 2 minutes of booking. After 2 minutes, a cancellation fee may apply.
• Driver cancellations: No charge if driver cancels
• No-shows: If you don't appear within 5 minutes of driver arrival, the ride may be cancelled with a fee

6. Payment Methods

6.1 Accepted Payment Methods

• Card payments: Pay securely via credit/debit card through the app (processed by Stripe)
• Cash payments: Pay your driver directly in cash at the end of the ride (subject to restrictions below)
• Promotional credits: Use promotional credits issued by XTaxi24 for discounts and offers

6.2 Payment Method Requirements

Why Card Payment is Required for Remote Pickups:

This policy protects our drivers from unprofitable journeys in the event of customer no-shows or last-minute cancellations. When a driver must travel a significant distance (over 5 miles) to reach your pickup location, they incur substantial fuel costs and time. Requiring card payment ensures fair compensation if the customer is not present.

Examples of locations requiring card payment:

• Remote villages: West Hoathly, Turners Hill, Ardingly, Balcombe
• Airports: Heathrow, Gatwick (even if destination is local)
• Any pickup more than 5 miles from Haywards Heath, Burgess Hill, or our other base locations

Card Payment Processing:

• Card details are securely stored via Stripe (our PCI-DSS compliant payment processor)
• Your card will only be charged upon successful completion of your journey
• If you book a remote pickup without a card on file, you will be prompted to add one before the booking is confirmed
• Attempted bookings of remote pickups with cash payment will be automatically rejected by our system

6.3 Promotional Credits

• Credits are issued by XTaxi24 for promotions, referrals, and customer acquisition
• Credits can only be used to pay for rides through the app
• Credits are non-refundable and have no cash value
• Credits don't expire unless specified in the promotion terms
• Credits are non-transferable between accounts
• Credits will be automatically applied to eligible rides

6.4 Pricing & Call-Out Fees

• Fares are displayed before you confirm booking
• Prices are calculated based on journey distance, time, and vehicle type
• Call-Out Component: For pickups outside our main service area, fares include a call-out component reflecting the distance our driver travels to reach you. This is clearly explained in the app before booking.
• Additional charges may apply for: waiting time, tolls, cleaning fees
• All prices include VAT

6.5 Refunds

• Refunds considered on a case-by-case basis at XTaxi24's discretion
• Submit refund requests via the app within 48 hours
• Card payment refunds may be issued as promotional credits or returned to the original payment method
• XTaxi24 dispatch will determine the appropriate refund method based on the circumstances
• Cash payment disputes must be reported immediately

7. User Conduct

7.1 Passengers Must Not

• Harass, threaten, or abuse drivers
• Damage vehicles
• Smoke or consume illegal substances in vehicles
• Exceed vehicle capacity
• Provide false information
• Use the app for illegal purposes

7.2 Drivers Must Not

• Harass or discriminate against passengers
• Request off-app payments
• Drive unsafely or break traffic laws
• Operate under the influence
• Share passenger information

7.3 Consequences

Violation of these rules may result in:

• Account suspension or termination
• Loss of credits (no refund)
• Legal action
• Reporting to authorities

8. Safety and Liability

8.1 Our Responsibilities

• Verify driver licenses and credentials
• Maintain secure technology platform
• Provide customer support
• Process complaints and disputes

8.2 Limitation of Liability

Important: Drivers are independent contractors, not our employees. We are NOT liable for:

• Driver actions or omissions
• Accidents or injuries during rides
• Lost or damaged property
• Delays or route changes
• Force majeure events (weather, strikes, etc.)

To the maximum extent permitted by UK law, our total liability for any claim is limited to the amount you paid in the last 12 months (maximum £1,000).

8.3 Your Responsibilities

• Wear seatbelts during rides
• Supervise children
• Report safety concerns immediately
• Keep account credentials secure

9. Intellectual Property

All app content, design, logos, and technology are owned by XTaxi24 or our licensors. You may NOT:

• Copy, modify, or distribute our software
• Reverse engineer the app
• Use our branding without permission
• Create derivative works

10. Data and Privacy

We collect and process personal data as described in our Privacy Policy. By using our Service, you consent to:

• Collection of location data
• Sharing data with drivers (for ride fulfillment)
• Data storage and processing in the UK/EU
• Retention for legal and tax compliance (7 years)

11. Termination

11.1 By You

You may delete your account at any time via the app. Unused credits will be forfeited (no refund).

11.2 By Us

We may suspend or terminate your account if you:

• Violate these Terms
• Engage in fraudulent activity
• Abuse drivers or staff
• Fail to pay outstanding charges

12. Dispute Resolution

12.1 Complaints

If you have a complaint:

1. Contact us via app or email: support@xtaxi24.com
2. We'll respond within 5 business days
3. If unresolved, you may escalate to our senior team

12.2 Governing Law

These Terms are governed by the laws of England & Wales. Any disputes will be resolved in the courts of England & Wales.

12.3 Consumer Rights

Nothing in these Terms affects your statutory rights under UK consumer protection law, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• UK GDPR data rights

13. Changes to Terms

We may update these Terms periodically. We'll notify you of significant changes via:

• Email notification
• In-app notification
• Updated "Last modified" date

Continued use after changes constitutes acceptance of new Terms.

14. Contact Information

XTAXI24 LIMITED
Company Number: 16842929
Registered Office: 12 St Wilfrids Way, Haywards Heath, West Sussex, RH16 3QH
Email: support@xtaxi24.com
Phone: 01444 718418

15. Miscellaneous

• Severability: If any provision is invalid, the rest remains enforceable
• Waiver: Failure to enforce a right doesn't waive that right
• Entire Agreement: These Terms (plus Privacy Policy) constitute the full agreement
• No Partnership: Nothing creates a partnership, employment, or agency relationship