TERMS & CONDITIONS
APP TERMS & CONDITIONS
By downloading and using the Preevo App (the “App”), the individual (the “User”) acknowledges and agrees to be bound by these Terms and Conditions (“Terms”). These Terms govern the provision of all passenger transportation services arranged through the App. The User must read and understand these Terms before installing the App or booking any services through it.
1. DEFINITIONS
For the purposes of these Terms, the following definitions apply:
“Account” means the personal account a User must register to access the Services via the App.
“App” means the Preevo App, the mobile application provided by Preevo, used to arrange and manage transportation services.
“Booking Services” means the services provided by Preevo to facilitate User bookings for the transportation of Passengers through the App.
“Legislation” means the Private Hire Vehicles (London) Act 1998, the Local Government (Miscellaneous Provisions) Act 1976, and any other applicable local or national legislation or regulations relating to private hire operations, as amended from time to time.
“Passenger” means the individual who receives transportation services, who may be the User or a person designated by the User.
“PHO” means Private Hire Operator and refers to Preevo Limited, a private limited company registered in England and Wales (Company No. 12439495), with its registered office at Centurion House, London Road, Staines-upon-Thames, TW18 4AX, and includes any partners also licensed as Private Hire Operators.
“PHV” means Private Hire Vehicle.
“PHV Regulations” refers to all applicable Legislation and rules governing PHVs, including (but not limited to) the Private Hire Vehicles (London) Act 1998, the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000, associated operator licence regulations, and any future amendments.
“Preevo” means Preevo Limited, as defined above.
“Services” means the passenger transportation services provided via bookings made through the App, whether for the benefit of the User or a Passenger designated by the User.
“Terms” refers to these Terms and Conditions, as amended from time to time.
“User” means any individual who downloads, installs, or uses the App.
“Website” refers to www.preevo.co.uk.
2. LEGAL COMPLIANCE AND CONTRACTUAL RESPONSIBILITY
In accordance with the Private Hire Vehicles (London) Act 1998, the Local Government (Miscellaneous Provisions) Act 1976, and any applicable local or national legislation or regulations relating to private hire operations, bookings for passenger transportation services can only be accepted by an entity holding a valid Private Hire Operator licence.
Preevo, acting as the PHO, enters into a contractual agreement with the individual making the booking. Preevo is the principal party to this contract and is legally responsible for the booked Services, in compliance with the relevant Legislation.
Preevo may hold an operator licence in a licensing area different from the area where the Services are provided, as permitted by applicable law. Regardless of the location, Preevo remains responsible for the full coordination and execution of the booked Services.
3. USER ACCOUNT REGISTRATION AND RESPONSIBILITIES
To access the Services, the User must register for an Account. The User must be at least 18 years of age to create an Account.
When registering, the User must provide accurate personal details, including their name, email address, mobile phone number, and a valid credit or debit card. It is the User’s responsibility to ensure that this information remains accurate, complete, and up to date. Failure to maintain accurate information, including a valid payment card, may result in their inability to access the Services or in the termination of the agreement with Preevo.
The User is responsible for all activities conducted through their Account. They must keep their login credentials confidential and secure, and they agree to notify Preevo immediately if they suspect any unauthorised use or security breach of their Account.
4. TERMS OF USE OF THE APP
4.1 DATA AND DEVICE REQUIREMENTS
The User is responsible for securing and maintaining the data network access necessary to use the Services. Accessing the App via a mobile device may result in data and messaging charges from their mobile service provider, for which they are responsible.
The User must also ensure that their device hardware, software, and operating system are compatible with the App and kept up to date in order to access and use the Services effectively.
4.2 TERMINATION OF ACCESS
Preevo reserves the right to immediately suspend or terminate the User’s access to the Services at any time, without prior notice or explanation, if:
(i) they breach any provision of these Terms; or
(ii) Preevo has reasonable grounds to believe that their Account was created using false or misleading information or is being used for fraudulent or illegal activities.
5. BOOKING OF PASSENGER TRANSPORTATION SERVICES
5.1 CONTRACT FORMATION
Preevo provides Booking Services via the App. For any passenger transportation services governed by PHV Regulations, a legally binding contract for the provision of the Services between the User and Preevo, acting as the PHO, is only formed once a booking has been made by the User.
5.2 SCOPE OF BOOKING SERVICES
The Booking Services provided by the PHO through the App include:
(i) processing User-made bookings, reserving the PHO’s right, in its sole and absolute discretion, to cancel a booking that has been made;
(ii) providing a booking confirmation to the User prior to the commencement of their journey;
(iii) assigning the booking to a driver who will operate for Preevo;
(iv) providing driver and vehicle details;
(v) sending notifications in relation to a booking;
(vi) keeping and maintaining records of bookings;
(vii) monitoring the quality and performance of the Services provided by a driver;
(viii) handling enquiries, feedback, and complaints regarding Booking Services and/or Services;
(ix) managing queries concerning lost property related to bookings made through the App; and
(x) fulfilling any additional requirements explicitly mandated by the PHV Regulations.
6. APPLICABLE FEES AND CHARGES
6.1 FARE CALCULATION
Fares are based on Preevo’s published rates, which are available in the App and on the Website. These rates are subject to change at any time, and it is the User’s responsibility to remain informed of current charges.
6.2 FARE ESTIMATES AND ADDITIONAL CHARGES
Fare estimates shown in the App are approximations calculated using the selected vehicle category’s base rate, combined with cost per minute and per mile, based on live data from Google Maps. Actual fares may vary due to factors such as traffic, delays, or route changes. Additional charges may apply for extended distance and/or time beyond what was initially estimated. This applies to both One-Way and By The Hour services.
6.3 USER RESPONSIBILITY FOR CHARGES
While Preevo will make reasonable efforts to notify the User of applicable fees, the User is responsible for all charges incurred under their Account, regardless of their awareness of the amounts or charges applied.
7. WAIT TIME
(i) For standard address pick-ups, the first 15 minutes of wait time are included at no extra charge.
(ii) For airport pick-ups, the first 60 minutes of wait time are included at no extra charge.
If the User or Passenger (if different from the User) informs the driver or the Preevo’s in-app support that a delay is expected, the driver will wait as long as possible, subject to availability. Additional wait time beyond the free period will be charged at the prevailing rate.
8. CANCELLATIONS
8.1 BY THE USER
If the User cancels a booking less than 1 hour before the scheduled pick-up time or when the driver is on the way to the pick-up location, or the PHO (either itself or at the driver’s request) cancels a booking due to:
(i) the Passenger not being at the scheduled pick-up location and/or the scheduled pick-up time (no-show); or
(ii) the User and/or Passenger being in breach of these Terms —
— full charges paid for the booked Services apply (including wait time, if applicable), and no refunds will be issued.
8.2 BY PREEVO
If the booked vehicle category is unavailable, Preevo will cancel the booking and will notify the User. The full payment for the Services will be refunded to the card used at the time of booking.
9. NO-SHOW POLICY
9.1 ONE-WAY
For One-Way bookings, a booking is considered a no-show if the User or Passenger (if different from the User) is not present at the designated pick-up location within 15 minutes of the scheduled pick-up time. For airport pick-ups, the no-show period extends to 60 minutes after the scheduled pick-up time.
Additional wait time beyond the free period will be charged at the prevailing rate.
If no contact is made with the driver or Preevo’s in-app support and if the User or Passenger cannot be reached, the driver reserves the right to leave the pick-up location and report a no-show. In such cases, the full fare for the booked Services will be charged, and no refund will be issued.
9.2 BY THE HOUR
For By The Hour bookings, a booking is considered a no-show if the User or Passenger (if different from the User) is not present at the designated pick-up location within the booked number of hours, starting from the scheduled pick-up time.
If no contact is made with the driver or Preevo’s in-app support and if the User or Passenger cannot be reached, the driver reserves the right to leave the pick-up location and report a no-show. In such cases, the full fare for the booked Services will be charged, and no refund will be issued.
10. PAYMENT TERMS
10.1 PAYMENT METHOD SETUP
The only payment method accepted in the App in order to book the Services is a credit or debit card. The User has the option to associate multiple cards with their Account and designate a preferred/default card for payment.
10.2 CARD VERIFICATION
As part of the card verification process, Preevo may debit a nominal £1 from the User’s card to verify its validity. This amount will be reversed and credited back to the cardholder’s account.
10.3 PAYMENT FOR SERVICES
Fees for the Services are payable in advance at the time of booking, and Preevo will, by default, process the payment using the User’s preferred/default card as specified in their Account, unless the User selects an alternative card at the time of booking.
10.4 ADDITIONAL CHARGES
Charges incurred for additional distance and/or time during the journey will be applied separately by Preevo after the journey’s completion. Any other extra charges incurred, such as parking, tolls, and others, will also be charged after the journey has been completed, with a 2.5% payment surcharge applied to these additional charges.
If the card used at the time of booking does not have sufficient funds to cover the additional charges, Preevo will attempt to charge any alternative cards associated with the User’s Account. Preevo will make several attempts to recover the additional charges, including contacting the User directly. If attempts are unsuccessful, Preevo reserves the right to suspend the Account until outstanding charges are settled.
10.5 TIPS AND GRATUITIES
Preevo does not allocate any portion of the User’s payment as a tip or gratuity to its drivers. The User acknowledges that tipping is entirely voluntary and not mandatory.
10.6 THIRD-PARTY PAYMENT PROCESSORS
Preevo uses third-party payment processors to facilitate transactions. Preevo is not liable for any errors made by these third-party processors.
11. PASSENGER CODE OF CONDUCT
11.1 PASSENGER GUIDELINES
The User agrees that all Passengers must adhere to the following rules and guidelines:
(i) a maximum of three (3) Passengers per sedan and six (6) per minivan are permitted; in the case when there are more Passengers than the permitted amount, the driver and the PHO reserve the right to withdraw and refuse the Services immediately and at the time of the event;
(ii) littering, eating and/or spilling liquids in vehicles is prohibited;
(iii) diverting the driver’s attention away from driving is prohibited;
(iv) actions that may cause hazardous situations are prohibited;
(v) smoking in the vehicle is prohibited; if a Passenger is found smoking in the vehicle during the use of the Services, Preevo reserves the right to charge a cleaning fee of £250;
(vi) transportation of unlawful and/or hazardous materials is prohibited;
(vii) Preevo has a zero-tolerance policy against provocations, harassment, discrimination, and rudeness, either verbally or in written form, against its representatives, employees and contractors; and
(viii) Preevo drivers reserve the right to refuse the provision of the Services to Passengers who are believed to be under the influence of alcohol or illegal substances, if their conduct presents a threat to the driver, the vehicle, or other Passengers.
11.2 REPAIRS AND CLEANING
The User is responsible for covering expenses for repairs and/or cleaning required for the driver’s vehicle that go beyond ordinary wear and tear and that result from the provision of the Services.
If a driver provides photographic or video evidence of damage or soiling, and Preevo, in its reasonable discretion, confirms the validity of such claims, Preevo reserves the right to charge the User’s card used at the time of booking for the costs incurred. The User will receive an email with evidence confirming the charges and a receipt.
If there is an issue charging the card, Preevo will attempt to charge an alternative card linked to the Account. If neither card has sufficient funds, the User’s Account will be suspended until the outstanding charges are paid.
To reactivate the Account, the User must contact Preevo at info@preevo.co.uk and inform the support that the card now has sufficient credit. Once the payment is successfully processed, the Account will be reactivated and the User may resume using the Services.
12. DRIVERS AND VEHICLES
12.1 DRIVER RESPONSIBILITIES
PHV drivers will operate vehicles at a reasonable speed, taking into account traffic, road conditions, and in compliance with all applicable road traffic laws. The driver will use the route they consider to be the best and most advantageous, regardless of whether the route is the shortest, unless instructed otherwise by the Passenger or if the Passenger requests a specific route.
12.2 LUGGAGE POLICY
A reasonable amount of luggage is allowed for each vehicle category. Details on the permitted quantity for each vehicle category are available in the App and on the Website. The PHO and its drivers reserve the right to refuse the transportation of excessively large or heavy luggage, based on the driver’s judgment.
Transporting excessive luggage may pose a safety risk to the Passengers and driver and could potentially cause damage to the vehicle. If such luggage cannot be accommodated and the User chooses to cancel the booking, no refund will be issued.
12.3 CHILD SEATS
Requests for a child or booster seat must be made at the time of booking. If the Passenger uses their own child or booster seat, they are responsible for installing and removing it safely, ensuring no damage is caused to the vehicle. Failure to do so may result in a repair charge in accordance with Clause 11.2.
13. CARRIAGE OF ANIMALS
No animals (other than guide dogs or hearing dogs) may be carried in any vehicle without prior agreement from Preevo. Preevo reserves the right to refuse the carriage of animals that were not agreed upon at the time of booking. Pets and other animals must be transported in a secure, enclosed carrier to prevent damage to the interior of the vehicle. The Passenger must ensure that the animal remains in its carrier throughout the journey. If the animal causes any damage to the vehicle’s interior, the User may be liable for repair and/or cleaning costs, in accordance with Clause 11.2.
14. DATA PROTECTION AND PRIVACY
The collection and use of personal information in connection with the Services are governed by Preevo’s Privacy and Cookie Policies, which can be found on the Website. In the event of a complaint, dispute, incident, or accident involving the User and/or Passenger, Preevo may disclose relevant information (including contact details) to claims processors, insurers, or other authorised third parties if necessary to resolve the issue.
15. INTELLECTUAL PROPERTY RIGHTS AND LICENSING
15.1 PREEVO APP AND LICENSING
The App acts as a technological platform that allows Users to book the Services in advance. Provided they adhere to these Terms, all rights under these Terms are reserved by Preevo. Preevo grants the User a worldwide, limited, non-exclusive, non-sublicensable, revocable, and non-transferable license to:
(i) access the App on a personal device strictly for the utilisation of the Services; and
(ii) access and utilise any content, information, or materials that may be provided through the App, each strictly for personal, non-commercial purposes.
These Terms and the utilisation of the App and/or Services do not transfer any form of rights:
(i) beyond the limited license provided above; or
(ii) to use or reference Preevo’s business names, logos, products, and trademarks in any way.
Preevo exclusively owns all rights to trademarks, copyrights, database rights, and any other forms of intellectual property associated with Preevo and/or the App, including the underlying software code.
15.2 PROHIBITED USES
The User is prohibited from:
(i) removing any notices of copyright, trademark, or other proprietary rights;
(ii) copying, altering, creating derivative works from, distributing, licensing, leasing, selling, reselling, transferring, publicly displaying, transmitting, streaming, or otherwise exploiting the Services and the App in ways not expressly authorised by Preevo;
(iii) decompiling, reverse engineering, or disassembling the App, except as permitted by law; or
(iv) initiating or running any programs or scripts for scraping, indexing, surveying, or data mining, or in any way degrade, disrupt, or hinder the performance or functionality of the App or the Website.
16. THE APP
16.1 COMPATIBILITY
The App is compatible with handheld mobile devices that operate on Apple iOS and Android OS. The User acknowledges that, since the App operates over the internet and mobile networks, its functionality might be affected by circumstances beyond Preevo’s control.
16.2 LIABILITY DISCLAIMER
Preevo and its affiliated subcontractors disclaim all liability for the App’s unavailability, any difficulties or failures in downloading or accessing content and the Services, or any breakdown in communication systems that may make the App inaccessible.
16.3 DISCLAIMER OF IMPLIED WARRANTIES
To the extent permitted by law, Preevo disclaims all implied warranties relating to the App and its software.
17. LIMITATION OF LIABILITY
17.1 GENERAL LIMITATION
To the extent permitted by applicable law, including the PHV Regulations, the PHO shall not be liable for any indirect, punitive, or consequential damages or losses that a User or Passenger may suffer as a result of the Services.
17.2 SPECIFIC EXCLUSIONS
The PHO is in no event liable for:
(i) bookings made directly with a driver and any associated damages or losses;
(ii) the actions or inactions of other Users of the App;
(iii) instances where a User’s mobile device is stolen and a third party uses their Account;
(iv) the PHO’s inability to fulfil any obligations outlined in these Terms due to circumstances beyond its control, including, but not limited to, network failures;
(v) any damage to or modification of the User’s devices, including, but not limited to, computers, handheld devices, or mobile phones, resulting from the installation or use of the App; and
(vi) any losses that would not reasonably be expected to arise from the PHO’s negligence or failure to comply with these Terms.
17.3 MAXIMUM LIABILITY
The PHO’s total liability for any claims relating to the provision of the Services, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed £250 in aggregate.
17.4 EXCEPTIONS TO LIMITATION
Nothing in these Terms limits or excludes the PHO’s liability for personal injury or death resulting directly from its negligence.
18. NOTICES AND COMMUNICATION
18.1 LOST PROPERTY
Should the User have any questions or complaints regarding lost property, they are advised to contact Preevo via the in-app support and/or by email at info@preevo.co.uk. The PHO will organise the return of such property if the User covers the postage expense. If contact with the User cannot be established, the property will be passed to the appropriate authorities.
18.2 GOVERNING LAW AND JURISDICTION
These Terms, and any non-contractual obligations arising out of or in connection with them, are governed exclusively by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims relating to these Terms.
18.3 AMENDMENTS TO TERMS
Preevo reserves the right to update these Terms from time to time. Any amendments will take effect upon publication of the revised Terms at this location on the Website. By continuing to access or use the Services after such changes, the User agrees to be bound by the amended Terms.
18.4 COMPLAINTS
Should the User have any complaints concerning these Terms, the App, the drivers or the Services, they are advised to contact Preevo via the in-app support and/or by email at info@preevo.co.uk. Preevo is committed to addressing and resolving complaints through its internal handling process.
NON-APP TERMS & CONDITIONS
By booking transportation services with Preevo Limited (“Preevo”), the individual (the “Customer”) acknowledges and agrees to be bound by these Terms and Conditions (“Terms”). These Terms govern the provision of all passenger transportation services arranged through Preevo’s booking channels (“Booking Channels”). The Customer must read and understand these Terms before making a booking.
1. DEFINITIONS
For the purposes of these Terms, the following definitions apply:
“Booking Channels” means any method by which a Customer may request or confirm transportation services from Preevo, including but not limited to telephone, email, or any other method explicitly offered by Preevo.
“Booking Services” means the services provided by Preevo to facilitate Customer bookings for the transportation of Passengers.
“Customer” means any individual or entity that arranges, confirms, or pays for the Services, whether for themselves or on behalf of a Passenger.
“Legislation” means the Private Hire Vehicles (London) Act 1998, the Local Government (Miscellaneous Provisions) Act 1976, and any other applicable local or national legislation or regulations relating to private hire operations, as amended from time to time.
“Passenger” means the individual who receives transportation services, who may be the Customer or a person designated by the Customer.
“PHO” means Private Hire Operator and refers to Preevo Limited, a private limited company registered in England and Wales (Company No. 12439495), with its registered office at Centurion House, London Road, Staines-upon-Thames, TW18 4AX, and includes any partners also licensed as Private Hire Operators.
“PHV” means Private Hire Vehicle.
“PHV Regulations” refers to all applicable Legislation and rules governing PHVs, including (but not limited to) the Private Hire Vehicles (London) Act 1998, the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000, associated operator licence regulations, and any future amendments.
“Preevo” means Preevo Limited, as defined above.
“Services” means the passenger transportation services provided via bookings made through Preevo’s Booking Channels, whether for the benefit of the Customer or a Passenger designated by the Customer.
“Terms” refers to these Terms and Conditions, as amended from time to time.
“Website” refers to www.preevo.co.uk.
2. LEGAL COMPLIANCE AND CONTRACTUAL RESPONSIBILITY
In accordance with the Private Hire Vehicles (London) Act 1998, the Local Government (Miscellaneous Provisions) Act 1976, and any applicable local or national legislation or regulations relating to private hire operations, bookings for passenger transportation services can only be accepted by an entity holding a valid Private Hire Operator licence.
Preevo, acting as the PHO, enters into a contractual agreement with the individual making the booking. Preevo is the principal party to this contract and is legally responsible for the booked Services, in compliance with the relevant Legislation.
Preevo may hold an operator licence in a licensing area different from the area where the Services are provided, as permitted by applicable law. Regardless of the location, Preevo remains responsible for the full coordination and execution of the booked Services.
3. CUSTOMER RESPONSIBILITIES AND SERVICE CONDITIONS
3.1 ELIGIBILITY AND BOOKING REQUIREMENTS
To book the Services, the Customer must be at least 18 years of age.
When booking, the Customer must provide accurate information as requested by Preevo. Failure to do so may result in the inability to receive the Services or in the termination of the agreement with Preevo.
3.2 TERMINATION OF SERVICES
Preevo reserves the right to immediately suspend or terminate the Customer’s access to the Services at any time, without prior notice or explanation, if:
(i) the Customer breaches any provision of these Terms; or
(ii) Preevo has reasonable grounds to believe that the Customer has provided false or misleading information or is using the Services for fraudulent or illegal purposes.
4. BOOKING OF PASSENGER TRANSPORTATION SERVICES
4.1 CONTRACT FORMATION
Preevo provides Booking Services through its Booking Channels. For any passenger transportation services governed by PHV Regulations, a legally binding contract for the provision of the Services between the Customer and Preevo, acting as the PHO, is only formed once a booking request has been processed and confirmed by Preevo.
4.2 SCOPE OF BOOKING SERVICES
The Booking Services provided by the PHO include:
(i) processing booking requests submitted by the Customer, while reserving Preevo’s right, in its sole and absolute discretion, to refuse any such request and/or cancel a confirmed booking;
(ii) providing a booking confirmation to the Customer prior to the commencement of their journey;
(iii) assigning the booking to a driver who will operate for Preevo;
(iv) providing driver and vehicle details;
(v) issuing relevant updates in relation to the booking, where applicable;
(vi) keeping and maintaining records of bookings;
(vii) monitoring the quality and performance of the Services provided by a driver;
(viii) handling enquiries, feedback, and complaints regarding Booking Services and/or Services;
(ix) managing queries concerning lost property related to confirmed bookings; and
(x) fulfilling any additional requirements explicitly mandated by the PHV Regulations.
5. APPLICABLE FEES AND CHARGES
5.1 FARE CALCULATION
Fares are based on Preevo’s published rates, which are available on the Website and can be confirmed through Preevo’s Booking Channels.
5.2 FARES AND ADDITIONAL CHARGES
The Customer will be provided with a fare quote based on the journey details supplied prior to confirming the booking.
Additional charges may apply in the event of deviations from the original booking, such as changes to the route or an increase in the distance and/or duration of the Services. Any such potential additional charges will be communicated to the Customer by Preevo prior to booking confirmation and will only be applied after the journey has been completed.
5.3 CUSTOMER RESPONSIBILITY FOR CHARGES
The Customer is responsible for all charges incurred in connection with confirmed bookings, including any applicable additional charges.
6. WAIT TIME
(i) For standard address pick-ups, the first 15 minutes of wait time are included at no extra charge.
(ii) For airport pick-ups, the first 60 minutes of wait time are included at no extra charge.
If the Customer or Passenger (if different from the Customer) informs the driver or Preevo’s support that a delay is expected, the driver will wait as long as possible, subject to availability. Additional wait time beyond the free period will be charged at the prevailing rate.
The Customer may request a later pick-up time. In such cases, any applicable additional charges (including wait time) will be communicated to the Customer. If the Customer agrees, the changes must also be confirmed by Preevo, subject to availability.
7. CANCELLATIONS
7.1 BY THE CUSTOMER
Cancellations must be requested by the Customer during office hours and must be confirmed by the PHO. If the Customer cancels a booking less than 12 hours before the scheduled pick-up time, or the PHO (either itself or at the driver’s request) cancels a booking due to:
(i) the Passenger not being at the scheduled pick-up location and/or the scheduled pick-up time (no-show); or
(ii) the Customer and/or Passenger being in breach of these Terms —
— full charges paid for the booked Services apply (including wait time, if applicable), and no refunds will be issued.
7.2 BY PREEVO
If the booked vehicle category is unavailable, Preevo will cancel the booking and will notify the Customer. The full payment for the Services will be refunded to the card used at the time of booking.
8. NO-SHOW POLICY
8.1 ONE-WAY
For One-Way bookings, a booking is considered a no-show if the Customer or Passenger (if different from the Customer) is not present at the designated pick-up location within 15 minutes of the scheduled pick-up time. For airport pick-ups, the no-show period extends to 60 minutes after the scheduled pick-up time.
If no contact is made with the driver or Preevo’s support and if the Customer or Passenger cannot be reached, the driver reserves the right to leave the pick-up location and report a no-show. In such cases, the full fare for the booked Services will be charged, and no refund will be issued.
8.2 BY THE HOUR
For By The Hour bookings, a booking is considered a no-show if the Customer or Passenger (if different from the Customer) is not present at the designated pick-up location within the booked number of hours, starting from the scheduled pick-up time.
If no contact is made with the driver or Preevo’s support and if the Customer or Passenger cannot be reached, the driver reserves the right to leave the pick-up location and report a no-show. In such cases, the full fare for the booked Services will be charged, and no refund will be issued.
9. PAYMENT TERMS
9.1 PAYMENT FOR SERVICES
Fees for the Services are payable in advance at the time of booking. A receipt will be sent via email by Preevo’s third-party payment processor once the transaction is complete.
9.2 ADDITIONAL CHARGES
Charges incurred for additional distance and/or duration during the journey will be applied separately by Preevo after the journey is completed. Any other extra charges incurred, such as parking, tolls, and similar costs, will also be charged after the journey, with a 2.5% payment surcharge applied to these additional charges.
If the card used at the time of booking does not have sufficient funds to cover the additional charges, Preevo will make several attempts to recover the charges, including contacting the Customer directly. If these attempts are unsuccessful, Preevo reserves the right to suspend the provision of the Services to the Customer until the outstanding charges are settled.
9.3 TIPS AND GRATUITIES
Preevo does not allocate any portion of the Customer’s payment as a tip or gratuity to its drivers. The Customer acknowledges that tipping is entirely voluntary and not mandatory.
9.4 THIRD-PARTY PAYMENT PROCESSORS
Preevo uses third-party payment processors to facilitate transactions. Preevo is not liable for any errors made by these third-party processors.
10. PASSENGER CODE OF CONDUCT
10.1 PASSENGER GUIDELINES
The Customer agrees that all Passengers must adhere to the following rules and guidelines:
(i) a maximum of three (3) Passengers per sedan and six (6) per minivan are permitted; in the case when there are more Passengers than the permitted amount, the driver and the PHO reserve the right to withdraw and refuse the Services immediately and at the time of the event;
(ii) littering, eating, and/or spilling liquids in vehicles is prohibited;
(iii) diverting the driver’s attention away from driving is prohibited;
(iv) actions that may cause hazardous situations are prohibited;
(v) smoking in the vehicle is prohibited; if a Passenger is found smoking in the vehicle during the use of the Services, Preevo reserves the right to charge a cleaning fee of £250;
(vi) transportation of unlawful and/or hazardous materials is prohibited;
(vii) Preevo has a zero-tolerance policy against provocations, harassment, discrimination, and rudeness, either verbally or in written form, against its representatives, employees, and contractors; and
(viii) Preevo drivers reserve the right to refuse the provision of the Services to Passengers who are believed to be under the influence of alcohol or illegal substances, if their conduct presents a threat to the driver, the vehicle, or other Passengers.
10.2 REPAIRS AND CLEANING
The Customer is responsible for covering expenses for repairs and/or cleaning required for the driver’s vehicle that go beyond ordinary wear and tear and that result from the provision of the Services.
If a driver provides photographic or video evidence of damage or soiling, and Preevo, in its reasonable discretion, confirms the validity of such claims, Preevo reserves the right to charge the Customer’s card used at the time of booking for the costs incurred. The Customer will receive an email with evidence confirming the charges and a receipt.
If there is an issue charging the card, Preevo will contact the Customer directly. If no response is received, Preevo will reattempt to charge the outstanding fees. If attempts are unsuccessful, Preevo reserves the right to suspend the provision of the Services to the Customer until outstanding charges are settled.
11. DRIVERS AND VEHICLES
11.1 DRIVER RESPONSIBILITIES
PHV drivers will operate vehicles at a reasonable speed, taking into account traffic, road conditions, and in compliance with all applicable road traffic laws. The driver will use the route they consider to be the best and most advantageous, regardless of whether the route is the shortest, unless instructed otherwise by the Passenger or if the Passenger requests a specific route.
11.2 LUGGAGE POLICY
A reasonable amount of luggage is allowed for each vehicle category. Details on the permitted quantity for each vehicle category are available on the Website. The PHO and its drivers reserve the right to refuse the transportation of excessively large or heavy luggage, based on the driver’s judgment, especially if the quantity or size of the luggage was not disclosed at the time of booking.
Transporting excessive luggage may pose a safety risk to the Passengers and driver and could potentially cause damage to the vehicle. If such luggage cannot be accommodated and the Customer chooses to cancel the booking, no refund will be issued.
11.3 CHILD SEATS
Requests for a child or booster seat must be made at the time of booking. If the Passenger uses their own child or booster seat, they are responsible for installing and removing it safely, ensuring no damage is caused to the vehicle. Failure to do so may result in a repair charge, in accordance with Clause 10.2.
12. CARRIAGE OF ANIMALS
No animals (other than guide dogs or hearing dogs) may be carried in any vehicle without prior agreement from Preevo. Preevo reserves the right to refuse the carriage of animals that were not agreed upon at the time of booking. Pets and other animals must be transported in a secure, enclosed carrier to prevent damage to the interior of the vehicle. The Passenger must ensure that the animal remains in its carrier throughout the journey. If the animal causes any damage to the vehicle’s interior, the Customer may be liable for repair and/or cleaning costs, in accordance with Clause 10.2.
13. DATA PROTECTION AND PRIVACY
The collection and use of personal information in connection with the Services are governed by Preevo’s Privacy and Cookie Policies, which can be found on the Website. In the event of a complaint, dispute, incident, or accident involving the Customer and/or Passenger, Preevo may disclose relevant information (including contact details) to claims processors, insurers, or other authorised third parties if necessary to resolve the issue.
14. INTELLECTUAL PROPERTY RIGHTS
14.1 OWNERSHIP OF INTELLECTUAL PROPERTY
Preevo exclusively owns all rights to its trademarks, copyrights, database rights, and any other forms of intellectual property associated with its brand, the Services, the Website, and related materials. This includes, but is not limited to, all written content, visual elements, and service descriptions.
14.2 CUSTOMER RESTRICTIONS ON USE
The Customer is prohibited from:
(i) removing any notices of copyright, trademark, or other proprietary rights;
(ii) copying, altering, creating derivative works from, distributing, selling, reselling, or otherwise exploiting the Services in ways not expressly authorised by Preevo;
(iii) using automated systems, scripts, or tools (e.g., scraping, indexing, or data mining) to extract or interfere with content on Preevo’s Website or systems; or
(iv) attempting to gain unauthorised access to Preevo’s systems or interfere with their functionality.
15. LIMITATION OF LIABILITY
15.1 GENERAL LIMITATION
To the extent permitted by applicable law, including the PHV Regulations, the PHO shall not be liable for any indirect, punitive, or consequential damages or losses that a Customer or Passenger may suffer as a result of the Services.
15.2 SPECIFIC EXCLUSIONS
The PHO is in no event liable for:
(i) bookings made directly with a driver and any associated damages or losses;
(ii) the PHO’s inability to fulfil any obligations outlined in these Terms due to circumstances beyond its control, such as severe weather conditions or strikes; and
(iii) any losses that would not reasonably be expected to arise from the PHO’s negligence or failure to comply with these Terms.
15.3 MAXIMUM LIABILITY
The PHO’s total liability for any claims relating to the provision of the Services, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed £250 in aggregate.
15.4 EXCEPTIONS TO LIMITATION
Nothing in these Terms limits or excludes the PHO’s liability for personal injury or death resulting directly from its negligence.
16. NOTICES AND COMMUNICATION
16.1 LOST PROPERTY
Should the Customer have any questions or complaints regarding lost property, they are advised to contact Preevo via email at info@preevo.co.uk. The PHO will organise the return of such property if the Customer covers the postage expense. If contact with the Customer cannot be established, the property will be passed to the appropriate authorities.
16.2 GOVERNING LAW AND JURISDICTION
These Terms, and any non-contractual obligations arising out of or in connection with them, are governed exclusively by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims relating to these Terms.
16.3 AMENDMENTS TO TERMS
Preevo reserves the right to update these Terms from time to time. Any amendments will take effect upon publication of the revised Terms at this location on the Website. By continuing to use the Services after such changes, the Customer agrees to be bound by the amended Terms.
16.4 COMPLAINTS
Should the Customer have any complaints concerning these Terms, the drivers or the Services, they are advised to contact Preevo via email at info@preevo.co.uk. Preevo is committed to addressing and resolving complaints through its internal handling process.