Terms of Service

1. Who we are

The Service is provided by Hailrides Ltd, a company registered in England and Wales under company number 17342746.

You can contact us at any time at support@hailrides.co.uk.

2. Eligibility

You must be at least 18 years old and able to form a legally binding contract to create an account or use the Service. By using Hail you confirm that you meet these requirements.

Drivers must additionally hold, and keep valid throughout their use of the Service, the licences, insurance and documents described in section 6.

3. How Hail works — you name your price

Hail uses a name-your-price model. A rider proposes a fare for a trip. Nearby drivers can accept that fare, counter with a different fare, or skip the request. A trip is agreed only when a rider and a driver accept the same fare.

Hail does not set fares, does not guarantee that any driver will accept a given fare, and does not guarantee the availability of drivers at any time or place.

The transport itself is provided by the independent, licensed driver — not by Hail. The contract for carriage on any given trip is between the rider and the driver, arranged through Hail as the licensed operator.

4. Payment for rides — paid directly to your driver

This is important: Hail does not process, collect, hold, or handle payment for rides, and is not a party to the ride payment. Payment for each trip is made by the rider directly to the driver at the agreed fare, in cash or via the driver’s own card machine.

Because Hail is not the ride money-handler, Hail does not issue refunds for fares, does not adjust fares after a trip, and is not responsible for the collection of, or any dispute about, a fare. Any fare dispute is between the rider and the driver.

Hail charges riders nothing to use the Service and takes zero commission on any ride.

5. Driver subscription

Drivers pay a subscription of £75 per month to use the Hail driver app. The first month is free. There is no per-ride commission — drivers keep 100% of every agreed fare.

The subscription is billed in advance through our third-party payment processor. You can cancel at any time; cancellation takes effect at the end of the current billing period and no partial refunds are given for a period already started, except where required by law.

We may change the subscription price on reasonable notice. If you do not agree to a change you may cancel before it takes effect.

6. Drivers: licensing, insurance and compliance

As a driver you must hold and maintain a valid PHV driver’s licence, a licensed private hire vehicle, and valid hire-and-reward insurance, and you must upload the required documents for verification. You may only accept trips once your documents have been reviewed and approved.

You are responsible for keeping your documents current. We may suspend your access if a document expires, cannot be verified, or if required by the licensing authority.

You are an independent provider of transport services, not an employee, worker or agent of Hail. Nothing in these Terms creates an employment relationship.

7. Conduct and safety

You agree to use the Service lawfully and respectfully, to provide accurate information, and not to misuse, disrupt, or attempt to gain unauthorised access to the Service.

Hail provides in-app safety features including live trip sharing, an SOS/emergency function, and the option to save a trusted emergency contact. These features are provided to assist you but are not a substitute for the emergency services. In an emergency always call 999.

We may record safety events (such as SOS activations) and share relevant information with our operations team and, where appropriate, the emergency services or the licensing authority.

8. Cancellations

A rider or driver may cancel a trip in the circumstances allowed in the app. Repeated or abusive cancellations may lead to restrictions on your account.

9. Ratings, reviews and content

After a trip you may rate and review the other party. You must keep ratings and reviews honest and lawful. We may remove content that is unlawful, abusive, or that breaches these Terms.

10. Liability

Hail provides the platform that connects riders and licensed drivers and acts as the licensed operator. Subject to the paragraph below, Hail is not liable for the acts or omissions of any rider or driver, or for the transport service itself, which is provided by the independent driver.

Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded — including liability for death or personal injury caused by negligence, or for fraud. To the extent permitted by law, we are not liable for indirect or consequential loss.

Nothing in these Terms affects your statutory rights as a consumer.

11. Suspension and termination

You may stop using the Service and delete your account at any time. We may suspend or terminate your access if you breach these Terms, if required for safety or legal reasons, or if required by the licensing authority.

12. Changes to these Terms

We may update these Terms from time to time. If we make a material change we will give reasonable notice through the app or by email. Continuing to use the Service after a change takes effect means you accept the updated Terms.

13. Governing law

These Terms are governed by the laws of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction, without affecting any mandatory rights you have in your place of residence.

14. Contact

Questions about these Terms? Contact Hailrides Ltd at support@hailrides.co.uk.

Contact

Questions about this document? Email us at support@hailrides.co.uk.