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Skip to content By downloading the Preevo App (referred to as the “App”), you, the User, acknowledge and agree to be bound by the following Terms and Conditions (referred to as “Terms”). These Terms govern the provision of all Passenger Transportation Services arranged through the App. It is essential that you carefully read and understand these Terms before you proceed with the installation of the App and make any service requests using the App.
“Services” means the Passenger Transportation Services outlined in these Terms, which shall be provided to you by Preevo.
“PHV” means Private Hire Vehicle.
“PHV Regulations” refers to the Legislation and rules governing Private Hire Vehicles, specifically the Private Hire Vehicles (London) Act 1998, the Private Hire Vehicles (London) (Operators’ licences) Regulations 2000, along with any related, additional, or amending Legislation, which also includes any future versions or updates of the same.
“PHO” means Preevo Limited, a private limited company incorporated and registered in England and Wales with company number 12439495, whose registered office is at Centurion House, London Road, Staines-upon-Thames TW18 4AX, United Kingdom, and which is the holder of the relevant Private Hire Operator’s licence. The term “PHO” also refers to other entities holding the relevant Private Hire Operator’s licences who operate in partnership with Preevo.
“Transportation Provider” means a provider of transportation services, that is, Preevo.
“User” means an individual who utilises the App.
“Passenger” refers to the individual (who could either be the User or someone else appointed by the User) receiving the Passenger Transportation Services.
“Preevo” means Preevo Limited, a private limited company incorporated and registered in England and Wales with company number 12439495, whose registered office is at Centurion House, London Road, Staines-upon-Thames TW18 4AX, United Kingdom.
“Preevo App” means the software application subject to the outlined Terms.
“Website” means www.preevo.co.uk
In accordance with the Private Hire Vehicles (London) Act 1998, any regulations enacted under this Act, the Local Government (Miscellaneous Provisions) Act 1976 (referred to as the “1976 Act”), and any local government regulations related to Private Hire Vehicle operations (collectively referred to as the “Legislation”), a booking you make for Passenger Transportation Services can only be accepted by an entity with a valid Private Hire Operator’s licence. PHO commits to a contractual agreement as the principal party with the individual who books a Private Hire Vehicle (PHV) to provide the transportation service that is being booked, adhering to the obligations under the 1998 Act and its regulations. PHO may hold a licence in an area different from where the service is requested or provided. PHO is responsible for all stages of the journey for PHV bookings.
To access the Services’ features, you must create and keep an active personal user Services account (“Account”). The User must be at least 18 years old to set up an Account. When registering for an Account, you must provide Preevo App with personal details, such as your name, email address, mobile phone number, and at least one valid payment method (credit or debit card). The User is responsible for keeping their Account information accurate, complete, and current. Failing to update your Account details, including keeping a valid and non-expired payment method on file, could lead to you being unable to access the Services or to Preevo ending this Agreement with you. You are accountable for any activity that transpires through your Account and must keep your Account credentials confidential and secure.
4.1 Preevo, through Preevo App, at its sole discretion, permits the User to submit, upload, or otherwise provide textual and visual content and information to Preevo through the Services, including feedback and comments about the Services and initiating support requests. By submitting user content through Preevo App, you bestow upon Preevo a global, perpetual, irrevocable, assignable, royalty-free license, inclusive of the right to grant sublicenses, to utilise, replicate, modify, create derivative works from, distribute, publicly display, and in any other way exploit such user content across any media formats and channels currently known or developed in the future (including regarding the Services and Preevo’s operations), without the need for further notification or permission from you, and without any obligation for compensation to you or any other party.
4.2 The User agrees to refrain from submitting user content that is defamatory, libellous, hateful, violent, obscene, illegal, or otherwise objectionable, as judged solely by Preevo, regardless of whether such content might be protected by law. Preevo reserves the right, though is not required, to oversee, examine, or delete user content at its sole discretion, at any time and for any reason, without any obligation to notify you.
4.3 The User is responsible for securing the necessary data network access to utilise the Services. If you access or use Preevo App from a device capable of wireless connectivity, you may incur your mobile network’s data and messaging charges, for which you will be responsible. The User must also ensure they have and maintain any hardware or devices needed to access and use the App, including its updates.
4.4 Preevo retains the right to end these Terms or discontinue any Services related to you or halt the provision of or deny access to the Services or any part of them at any moment for any reason. Preevo has the right to terminate these Terms or any Services concerning you immediately or to stop offering or deny access to the Services or any part thereof without prior notice if (i) you violate these Terms, or (ii) Preevo suspects that the Account was created using false information or is being used for fraudulent activities.
5.1 Preevo offers you specific booking services (“Booking Services”). Regarding any Passenger Transportation Services governed by the PHV Regulations, a contract between you, the User, and PHO as the principal party will be established only after a booking request for such Passenger Transportation Services has been accepted.
5.2 The Booking Services provided by PHO through the App include:
i. Processing user-requested bookings reserving PHO’s right, at its sole and absolute discretion, to refuse any such booking request and/or to cancel a booking that has been accepted;
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 Passenger Transportation Services provided by a driver;
viii. Handling enquiries, feedback, and complaints regarding bookings, which can be submitted via the in-app chat and/or email at support@preevo.co.uk. You are encouraged to provide feedback, including in relation to the Services;
ix. Managing queries concerning lost property/items related to bookings confirmed through Preevo App; and
x. Any additional requirement explicitly mandated by the PHV Regulations.
6.1 Preevo shall charge the User for the Passenger Transportation Services provided, with transport fees based on the established rates for such services. All applicable rates are found in Preevo App and on the Website. The rates for Passenger Transportation Services are subject to changes or updates at any time. It is your duty to stay informed about the latest charges applicable to the Services.
6.2 Preevo will make a reasonable effort to inform you about any applicable fees, but the User is responsible for all charges incurred under their Account, whether or not the User is aware of such charges or the amounts thereof.
6.3 The fare estimations displayed by Preevo are based on the approximate calculations derived from the User’s chosen vehicle’s base rate, alongside the cost per minute and cost per mile, sourced from live Google Maps data. Various factors during the journey, such as traffic and route diversions, could raise the fare. Additional charges apply for the extra miles and/or minutes for both One-Way and By The Hour services.
7.1 Wait time – The driver will wait as long as required if the User or Passenger (if other than the User) informs the driver or the Preevo in-app support team that a delay is anticipated. The initial 15 minutes (for address pick-ups) and 60 minutes (for airport pick-ups) are provided at no cost, and you only incur charges for the subsequent minutes. Shall the User not contact the driver or the in-app support team, and if contact cannot be established with the User or Passenger after the first 15 minutes (for address pick-ups) and 60 minutes (for airport pick-ups), the driver reserves the right to leave the pick-up point and declare a no-show – full charges paid for the booked Services apply.
7.2 Cancellations – In the case when 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 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;
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 are to be initiated.
If the cancellation is initiated by PHO due to driver and vehicle unavailability, all money paid for the Services will be refunded to the payment method used at the time of booking.
8.1 The User has the option to associate several credit/debit cards with their Account and select their preferred/default card for payment.
8.2 As part of the payment method’s verification process, Preevo may debit £1 to the User’s card to ensure the card’s solvency. This amount will be written off and credited to the cardholder.
8.3 Fees for Passenger Transportation Services are payable in advance at the time of booking, and Preevo will facilitate the payment using the preferred/default payment method specified in the User’s Account. Following this, Preevo’s third-party payment processor will email you a receipt.
8.4 Fees related to additional distance and time incurred during the journey will be separately charged by Preevo after journey completion. Other fees incurred during the journey, such as parking, tolls, and others, will be separately charged after journey completion – a payment surcharge of 2.5% will be added on top of the fees. If the card used at the time of booking does not have sufficient funds to cover the additional fees, Preevo will attempt to charge an alternative card connected to the Account. Preevo will make several attempts to cover the additional fees, including directly contacting the User. If attempts are unsuccessful, Preevo reserves the right to suspend the Account until the outstanding fees are recovered.
8.5 Preevo does not allocate any portion of your payment as a tip or gratuity to its drivers. The User acknowledges and consents that tipping Preevo drivers for Services acquired via the App is entirely at their discretion and not obligatory. After receiving the Services through the App, you will be able to provide feedback concerning the Services.
8.6 Preevo employs the services of third-party payment processors to facilitate charging at established rates. Preevo is not liable or responsible for any errors made by these payment processors.
9.1 The User agrees that all Passengers adhere to the following guidelines and rules:
i. A maximum of 3 (three) passengers per sedan and 6 (six) per minivan are permitted. In the case when there are more passengers than the permitted amount, the driver and PHO reserve the right to withdraw and refuse the Services immediately and at the time of 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 vehicles is prohibited. If a User and/or Passenger is found smoking in any vehicle during the use of the Passenger Transportation Services, Preevo reserves the right to charge a cleaning fee of £200. This fee will be directly charged to the User’s preferred/default payment method. Shall there be an issue charging the preferred/default card, Preevo will attempt to charge an alternative card connected to your Account;
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 Services to Passengers who are believed to be under the influence of alcohol or illegal substances if their conduct represents a threat to the driver, the vehicle, or other passengers.
If the User and/or Passenger are in breach of these Terms, PHO holds full rights to withdraw the Services immediately and at the time of the event. The money paid for the Services will be non-refundable.
9.2 Repairs and cleaning – The User is responsible for covering the expenses for any repairs and/or cleaning required for the driver’s vehicle that go beyond the usual ’wear and tear’ and which occurred as a result of the provision of the Passenger Transportation Services. If a driver submits photographic or video evidence of damage or soiling to Preevo, and Preevo, at its reasonable discretion, confirms the validity of such claims, Preevo is authorised to charge your preferred/default payment method for the costs on the driver’s behalf. Preevo will then transfer these non-refundable amounts to the driver (where applicable). The User will be sent emails with the appropriate evidence confirming that the charged amount corresponds to the repair or cleaning costs and provided with an email receipt. Shall there be an issue charging the selected preferred/default card, Preevo will attempt to charge an alternative card connected to your Account. If neither payment method under your Account has sufficient funds to cover the charges, the Account will be temporarily suspended until Preevo successfully charges the outstanding fees. Preevo will retry to charge the outstanding fees within one week from the date of the event. Shall the User wish to reactivate the Account at any point, they must contact Preevo at support@preevo.co.uk and inform the Customer Support team that the payment method(s) has sufficient credit to cover the outstanding fees. Upon successful payment, the Account will be reactivated, allowing the User to resume utilising the Services available through the App.
10.1 PHV drivers will drive at reasonable speeds as per their judgment of the pervasive street conditions and traffic at any specific time and within the speed limits as per road traffic regulation laws. At the point when a Passenger requests to be driven to a particular location, the driver will use the route which is, in their supposition, the best and generally advantageous for motoring, regardless of whether the route is the shortest or not unless instructed otherwise or the Passenger requests a specific route.
10.2 A reasonable amount of Passenger luggage is allowed. Details on permitted quantity and sizes for each vehicle category are found in Preevo App. PHO and its drivers reserve the right to refuse to carry luggage that is excessively large and heavy based on the driver’s judgement, and which has not been appropriately communicated by the User at the time of booking. Transporting excessive luggage poses a significant risk to the safety of the Passengers and the driver, as well as potentially causing damage to the vehicle. If the carriage of excessive luggage is not possible, the payment made to Preevo by the User for the Services will be non-refundable shall the User request a cancellation.
10.3 If the booked vehicle category is unavailable, PHO will cancel the booking. All money paid for the Services will be refunded to the payment method used at the time of booking.
10.4 Solicitations for child seats must be made at the time of booking. Child and/or booster seats are available for all vehicle categories. If the Passenger wishes to utilise their child seat, they will be responsible for installing it safely and removing it at the destination. Care must likewise be taken not to damage the inside of the vehicle. Otherwise, the User may be charged compensation (refer to clause 9.2).
No animals (other than guide and 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 animals must be transported in a closed and suitable transport carrier so as not to damage the interior of the vehicle. The Passenger must ensure the animal is in its carrier throughout the journey. The User may incur compensation charges if the interior of the vehicle is damaged in any way by the animal (refer to clause 9.2).
The collection and use of personal information in connection with the Services adhere to Preevo’s Privacy and Cookie Policy, which can be found at www.preevo.co.uk. In the event of a complaint, dispute, or conflict, including accidents, involving the User and/or Passenger, Preevo may disclose any relevant information (including your contact details) to a claims processor or insurer if such information is essential for resolving the complaint, dispute, or conflict.
13.1 Preevo App acts as a technological platform that allows the Users to arrange and book Passenger Transportation Services in advance. Provided you adhere to these Terms, all rights under these Terms are reserved by Preevo. Preevo gives you a worldwide, limited, non-exclusive, non-sublicensable, revocable, and non-transferable license to (i) access the App on a personal device strictly for utilisation of the Services and (ii) access and utilise any content, information, and materials that may be provided through the App, each strictly for personal, non-commercial purposes. These Terms and utilisation of the App and/or Services do not transfer any form of rights: (i) beyond the limited license provided previously; or (ii) to employ or mention 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 software code that underpins it.
13.2 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 exploiting the Services in ways not directly authorised by Preevo; (iii) decompiling, reverse engineering, or disassembling, except as allowed by law; or (iv) initiating or running any programs or scripts for scraping, indexing, surveying, or data mining, or in any way overburdening or hindering the performance or functionality of the App and Website.
14.1 Preevo App is compatible with handheld mobile devices that operate on Apple iOS and Android OS. Preevo will put forth a valiant effort to ensure the App is available at all times. However, the User agrees that since the App operates over the Internet and mobile networks, its quality and availability might be influenced by circumstances beyond Preevo’s control.
14.2 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 lead to the App being inaccessible.
14.3 Within the limits permitted by law, Preevo explicitly renounces all implied warranties related to the App and its software.
15.1 To the extent permitted by applicable law, including the PHV Regulations, PHO will not be liable for any indirect, punitive, or consequential damages or losses that a User or Passenger may experience due to the Passenger Transportation Services.
15.2 PHO is in no event liable for:
i. Any loss, damage, costs, expenses, or liability that affects individuals other than the User and/or Passenger due to the use of Preevo App;
ii. Bookings made directly with a driver and any associated damages or losses;
iii. The actions or inactions of other users of the App;
iv. Instances where a User’s mobile device is stolen and a third party uses their Account;
v. PHO’s inability to fulfil any obligations outlined in these Terms due to circumstances outside of PHO’s control, such as network failures;
vi. Any damages or modifications to the User’s devices, including but not limited to computers, handheld devices, or mobile phones caused by installing or using the Preevo App; and
vii. Any losses that would not be reasonably expected to have arisen from PHO’s negligence or failure to comply with these Terms.
15.3 Shall the User have any complaints concerning the actions or inactions of any driver, they are advised to contact Preevo.
15.4 PHO’s total liability for any claims related to the provision of the Passenger Transportation Services, regardless of whether they arise from contract, tort (including negligence), breach of statutory duty, or any other cause, will not surpass £200 in aggregate.
15.5 Nothing in these Terms limits or excludes PHO’s liability for any personal injury or death that is directly a result of PHO’s negligence towards you.
16.1 Shall the User have any questions or complaints regarding lost & found items, they are advised to contact Preevo via the in-app chat and/or email at support@preevo.co.uk. PHO will organise the return of such items if the User covers the postage expense. When contact with the User cannot be established, the items will be passed on to the appropriate authorities.
16.2 The laws of England and Wales solely govern these Terms and any non-contractual obligations that emerge in any manner from or in relation to these Terms. The courts of England and Wales have exclusive jurisdiction to manage any disputes or claims connected to these Terms.
16.3 Preevo reserves the right to update the Terms associated with the Services periodically. Such amendments will become effective once Preevo publishes the revised Terms at this location. By continuing to access or use the Services after these updates are posted, the User consents to be bound by the amended Terms.
16.4 Shall the User have any complaints concerning these Terms, the App, or the Services available through Preevo App, they are advised to contact Preevo via the in-app chat and/or email at support@preevo.co.uk. Preevo is committed to addressing and resolving the complaint through its internal handling process.