Terms & Conditions

These terms govern your use of the Hail A Taxi website and booking service. By booking a journey with us, you agree to the terms below.

1. Bookings and fares

Fares are fixed and confirmed at the time of booking based on the pickup and drop-off locations, vehicle class, and any options selected (such as meet & greet). The fare shown at checkout is the amount charged, subject to the additional charges described in Section 2 below.

2. Additional charges: Congestion Charge, parking and waiting time

• London Congestion Charge. Where your pickup or drop-off falls within the London Congestion Charge zone during charging hours (Mon–Fri, 07:00–18:00, excluding public holidays and other TfL-exempt days), the current Congestion Charge is added to your fare automatically and shown as a separate line before you pay.
• Parking charges at known locations. Where your pickup or drop-off is at a location with a known set-down/pick-up parking fee (for example, an airport forecourt), that fee is added to your fare automatically and shown as a separate line before you pay.
• Other parking or toll costs. Any other parking or toll costs a driver incurs during your journey (for example, a paid car park where waiting curbside isn't possible) are charged in addition to your fixed fare, at cost.
• Waiting time. A free waiting allowance is included with every booking (longer for airport meet & greet, to allow for arrivals). Waiting time beyond that allowance -- for example where a passenger is significantly delayed -- is charged in addition to your fixed fare.

Parking charges at known locations are quoted up front, same as the Congestion Charge. Other parking costs and waiting-time overage depend on what actually happens during the journey, so they can't always be calculated in advance -- where they apply, we will contact you with the amount and how to pay it.

3. Payment

Payment for the fixed fare (including any Congestion Charge) is taken securely via Stripe at the time of booking. We do not store your card details. Any parking or waiting-time charges under Section 2 are collected separately, as they aren't known until during or after the journey.

4. Cancellations

See our Cancellation Policy for full details on free cancellation windows and refunds.

5. Driver conduct and vehicles

All drivers operating on the platform hold a valid private hire licence and are expected to meet our standards for conduct, punctuality and vehicle condition.

6. Liability

We aim to provide a reliable service but cannot guarantee against delays caused by traffic, weather or circumstances outside our control. Where a delay affects your journey, contact us and we'll do what we can to help.

7. Changes to these terms

We may update these terms from time to time. Continued use of the service after changes take effect constitutes acceptance of the updated terms.

8. Contact

Questions about these terms can be sent to info@hailataxi.co.uk.