Passenger Terms & Conditions of Service

Hailo is a technology platform that brings together global service providers with mobile customers ("Hailo") provided by Hailo Network Limited ("we", "us" and "our"), company number 07477274, registered at 111 Charterhouse Street, London EC1M 6AW, email support@hailocab.com. Click here for more details about Hailo. For information on how we will use your personal data, please see our privacy policy. Please see our Terms & Conditions for Drivers here.

1. YOUR USE OF HAILO

1.1 You can only use Hailo where you have registered to do so.

1.2 You agree:

1.2.1 and promise that all information and details provided by you to us (including on registration) are true, accurate and up-to-date in all respects and at all times. You can update or correct your details at any time via the Hailo app;

1.2.2 your use of Hailo grants you no rights in relation to our intellectual property rights (including, without limitation, copyright, trade marks, logos, graphics, photographs, animations, videos and text or rights in and to Hailo software, applications and website) or the intellectual property of our retail or advertising partners, other than the non-transferable, personal right to use and receive the Hailo services in accordance with these Terms;

1.2.3 that you will not use Hailo: for any unlawful purpose; in any way that interrupts, damages, impairs or renders Hailo less efficient; to transfer files that contain viruses, trojans or other harmful programs; to access or attempt to access the accounts of other users or to penetrate or attempt to penetrate any security measures; to disseminate any content which is defamatory, obscene, or may have the effect of being harassing, threatening or abusive to an individual or group of individuals on the basis of religion, gender, sexual orientation, race, ethnicity, age or disability or otherwise; to advertise or promote third party or your own products or services;

1.2.4 to refrain from doing anything which we reasonably believe to be disreputable or capable of damaging our reputation;

1.2.5 and acknowledge that we have limited control over the nature and content of information and chat transmitted or received by you or other users of Hailo. Although we reserve the right to do so, we do not monitor such content in the usual course of business and will not be liable for any such content. If you have a complaint about another user please contact us via the app or website;

1.2.6 that you will comply with all applicable laws;

1.2.7 to make payment in full to any taxi drivers introduced to you through Hailo for any services provided by such driver to you (although you may choose to use the Hailo app to facilitate such payment);

1.2.8 to treat taxi drivers introduced to you through Hailo with respect and not to cause damage to their taxi or engage in any unlawful, threatening, harassing, abusive behaviour or activity whilst using their taxi or the Hailo service;

1.2.9 to compensate and defend us fully against any claims or legal proceedings brought against us by any other person as a result of your breach of these Terms.

1.3 Please note that we are not responsible for the behaviour, actions or inactions of drivers of taxis which you may use (through Hailo or otherwise). Any contract for the provision of taxi services is between you and the driver and not Hailo and we simply provide a platform to introduce drivers and passengers.

2. CHARGES AND PAYMENT

2.1 For details about the cost of taxi journeys with Hailo click here.

2.2 If you choose to pay for a taxi ride through Hailo then such payment will be taken automatically at the end of the journey using the card details you registered with us and which we will store for such purpose. You agree that we may undertake authorisation checks on that card when you first join as well as when you order a Hailo taxi.

2.3 When you join Hailo, you will be given the option to pre-set a default "tip" percentage of your choosing. This will automatically be added to the taxi fee at the end of each journey unless you choose to override it with a different tip amount or to remove the tip. You can re-set the tip default amount at any time by updating your profile details via the app.

2.4 Once you have taken a taxi journey with Hailo you won't be able to cancel (since the service has already been provided) and your payment will be taken automatically and is non-refundable. If you have any complaint in relation to the taxi service provided then that dispute must be taken up with the taxi driver directly.

2.5 In relation to any taxis organised for you through Hailo you also agree to pay additional charges (for example where you then do not complete that journey or cancel when a taxi has already been allocated to you or for any damage or cleaning costs to the taxi which you incur) as set out in more detail here:

  • Cancellation. We reserve the right to charge a £5 cancellation fee if you cancel an order after a taxi has been allocated to your job. View our Cancellation Policy.

  • Cleaning: You will be charged £40 if after your journey the taxi requires cleaning.

  • Damage: You will be charged at cost for any damage to the taxi caused by you.

3. TERMINATION

3.1 We may terminate these Terms and close any account you have with us by giving you 7 days' notice in writing by email to your registered email address. We may also terminate these Terms and close your account without notice if you breach any of your obligations under these Terms, if bankruptcy proceedings are brought against you or if you do not pay a court judgment on time.

3.2 We reserve the right to suspend, restrict or terminate your access to Hailo at any time without notice if we have reasonable grounds to believe you have breached any of these Terms. This shall not limit our right to take any other action against you that we consider appropriate to defend our rights or those of any other person.

3.3 You are under no obligation to use the service and may simply choose to stop using it at any time).

4. OUR LEGAL OBLIGATIONS AND LIMITS ON OUR LIABILITY

4.1 We accept liability for death or personal injury caused by our negligence or that of our employees and agents. We do not seek to exclude liability for fraudulent misrepresentation by us or our employees or agents. You have certain rights under the law. These include that we will provide Hailo to a reasonable standard and within a reasonable time. Nothing in these Terms is intended to affect these statutory rights. For more information about your statutory rights you can contact your local Citizens Advice Bureau or Trading Standards Office.

4.2 If we breach these Terms, We shall only be liable for losses which are a reasonably foreseeable consequence of such a breach, up to a maximum of £1,000. "Foreseeable" means that the losses could have been reasonably contemplated by you and us at the time of entering into these Terms.

4.3 We are not responsible for: (i) losses not caused by our breach; (ii) the actions or inactions of any drivers; (iii) the actions or inactions of other Hailo users; (iv) indirect losses which means loss to you which is a side effect of the main loss or damage and where you and us could not have reasonably anticipated that type of loss arising at the time of entering into these Terms; or (v) failure to provide Hailo or to meet any of our obligations under these Terms where such failure is due to events beyond our control (for example a network failure).

5. In-Cab Promotions

5.1 These terms and conditions apply to the promotion currently operating within black cabs using the Hailo driver application, whereby users are given and must access a unique URL, enter their mobile phone number and register as a credit card account customer in order to become eligible for £5 taxi credit on their first black cab ride with Hailo.

5.2 Only one £5 credit offer redemption is permitted per registered customer regarding this promotion.

5.3 This is an acquisition offer only and is not valid for existing customers at this time.

5.4 Customers must register a valid credit card within the Hailo app and book a cab on card account, in order to redeem their £5 credit. Cash fares will not have the £5 credit redeemed against them.

5.5 The £5 credit is valid for one ride only and will be subtracted from the total value of the fare of the customer's next ride.

5.6 The minimum fare amount for this promotion may be greater than the £5 credit. Fares under £5 will use the entire £5 credit and no change will be given.

6. COMPETITIONS

5.1 Please read our full Competition Rules page before entering into any Hailo competition. Hailo posts the details of all competitions on our blog where the closing date is specified. To enter any Hailo competition you must be: (a) UK resident; and (b) 18 years old or over at the time of entry. No purchases are necessary. Competitions are not open to employees (or members of their immediate families) of Hailo Network Ltd.

7. GENERAL

7.1 We may wish to transfer our rights or obligations or sub-contract our obligations under these Terms to another other legal entity. You agree that we may do so provided that this will not adversely affect the standard of service you receive under these Terms. As set out in clause 3.3, you may terminate your agreement with us at any time. These Terms are personal to you. You may not transfer your rights or obligations under these Terms to anyone else.

7.2 If you breach these Terms and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms.

7.3 If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.

7.4 These Terms are not intended to give rights to anyone except you and us.

7.5 We are constantly looking for ways to improve and expand Hailo. We may amend these Terms from time to time in order to reflect changes to Hailo in which case we will give you reasonable notice of any changes to these Terms. You can terminate at any time as set out above.

7.6 We will do our best to resolve any disputes over these Terms. If you wish to take court proceedings against us you must do so within the United Kingdom. If you live in England or Wales the laws of England and Wales shall apply and if you live in Scotland, Scottish law shall apply.

7.7 These terms and conditions were last updated in November 2013.