Customer policies
Everything that governs your booking, in the order you are likely to need it. You are choosing a driver on this platform rather than being assigned one, and these set out what that means for your money, your journey and your safety.
Before you book
- Terms and conditions — who you are contracting with. We run the marketplace; the operator you choose carries you, and the split of responsibility is set out in full.
- Pricing and payments — a base fare for the vehicle class plus a per-kilometre rate, fixed at booking. No surge, ever. What is included, what is not, and how to pay.
If your plans change
- Cancellation and refunds — free more than 24 hours before pickup, and free for most journeys up to 2 hours before. Airport waiting is measured from the actual landing time, not the scheduled one.
On the day
- Passenger safety — what is verified about a driver before their name reaches your screen, what to check at the kerb, and what to do if something is wrong.
If something goes wrong
- Complaints and disputes — acknowledged within 1 working day, answered within 10, and reviewed by someone else if you disagree.
Your information
- Privacy and data protection — what we hold, who sees it and how long we keep it. Your card number is never stored on our systems.
- Cookie policy — what is stored in your browser. No advertising or cross-site tracking.
Planning the journey
- Vehicle classes — ten classes from a tuk tuk to a fifty-seat bus, and how to pick the right one.
- Luggage, accessibility and special requirements — baggage, child seats, wheelchair access, assistance dogs and pets.
- Airport transfers — meeting your driver at BIA, 60 minutes' waiting from the actual landing time, and departure timing.
- Where we operate — where coverage is dense, where it thins out, and how far ahead to book.
Paying less, and paying on account
- Promotions and discounts — how codes work and what they apply to.
- Corporate and business accounts — invoiced travel, cost references and booking for other people.
Quick answers
The frequently asked questions answer the common cases in a line each, and link back to the policy that governs them.