Passenger Terms & Conditions (User)

1. Introduction

1.1 Agreement to Terms

By accessing or using blackcab.com, you agree to these Terms & Conditions and confirm that you are 18 years old or over. If you do not accept these terms, you must not use our platform or services.

1.2 Who We Are

Black Cab Limited company number 14189502 hereafter referred to as “blackcab.com” is a technology platform that facilitates connections between users and licensed drivers. We do not provide transportation services, nor do we employ drivers. All transportation services are provided by self-employed, licensed third-party drivers.

blackcab.com assumes no liability to the fullest amount permissible by law for the conduct, actions, omissions or any other action of drivers or for the transportation services they provide.

For the avoidance of doubt:

  • blackcab.com does not guarantee or assume any responsibility for the provision of transportation services.
  • Is not responsible for driver conduct or any disputes, accidents, or incidents that may occur.
  • The conduct, performance, and availability of drivers are solely the responsibility of those third-party drivers.

2. Services Provided

blackcab.com offers a mobile application and web browser to:

  • Allow users aged 18 or over to request transportation services from licensed drivers.
  • Estimate fares based upon the TfL Regulated taxi fare meter. Estimations can differ significantly based upon heavy traffic conditions, multiple drop-offs or changes to the destination or other.
  • Facilitate payments for Verified Users and VIP Bookings on behalf of licensed drivers.
  • Manage and collect Cancellation and Booking Fees (where applicable), as set out herein at Clause 5.

All transportation services are subject to local licensing regulations such as the London Cab Order and are provided independently by drivers. blackcab.com assumes no liability whatsoever in relation to Drivers or the Transportation Services they provide.

3. User Accounts & Access

3.1 Registration

  • Users must create an account to access certain features of the platform.
  • Users agree to always provide accurate, complete, and up-to-date information.

3.2 Account Security

  • You are solely responsible for maintaining the confidentiality of your account credentials.
  • blackcab.com is not liable for unauthorised use of your account.

3.3 Standard User via Virtual Hand (E-hail) Feature

  • If you use the Standard Virtual Hand feature to hire a cab, registering a credit card is not mandatory.
  • You must always have the means to pay the driver directly via cash or card (Visa, Mastercard or American Express accepted in all black cabs).
  • You will not be offered a choice of black cab i.e. electric or airport, you will be offered the ‘first available’ cab if any black cab is available at the time of the hiring request.
  • At the end of a 90-day period, you will need to become a Verifed User to continue using the service.

4. Hiring and Payment

4.1 Hiring Process

  • When you request a booked journey, a legally binding contract is formed directly between you and the driver after 3-minutes.
  • blackcab.com is not a party to this contract and has no liability for the Transportation Service carried out by licensed third parties.
  • Where applicable, blackcab.com or its partners will process the payment and be responsible for data security, any overcharging or refunds on behalf of the Transport Provider, subject to the Transport Providers agreement.
  • The route displayed is provided for guidance purposes only. All London Taxi drivers are qualified professionals and retain full discretion to determine the most appropriate route for the journey, taking into account traffic, safety, bus lanes and regulatory requirements. The final fare will be determined solely by the taxi meter in accordance with Transport for London regulations.

4.2 Fares & Fees

  • Fares are set by Transport for London (TfL) and are payable either directly to the driver with a Standard Virtual Hand hiring or via the app if you are an Verified User or make a VIP Booking.
  • If you use the Standard Virtual Hand Feature, you must always have the means on your person to settle the journey by either major credit card or cash.
  • Additional fees (e.g. booking fees, subscription charges) may apply and are set out at Clause 5.

How black cab estimates work

  • Initial estimate: When you enter your pickup and drop-off locations in the app, you will see an estimated fare range.

  • How is the estimate calculated: The estimate is calculated using the black cab tariff as set by Transport for London which works on time and distance.

  • Factors in final payment: The final payment is always determined by the metered fare at the end of the journey. This means that the cost can fluctuate by:

    • Distance
    • Time
    • Heavy traffic, which can significantly increase the time component of the meter and therefore the final cost.

  • Booking fee: A £2 booking fee in addition to the metered fare might apply in certain hirings.

Estimated fare vs. final fare: The upfront fare is a guide, and the final fare is what you pay, determined by the taxi fare meter, after the journey has completed. *Please note heavy traffic can substantially increase the price and that by agreeing to use our service, you are agreeing to and are legal obligated to pay the metered fare at the end of the journey.

4.3 Payment Methods

  • Payments can be made via cash or card in all cabs. In-app payment for Verified Users or VIP Bookings will be available. You must always have the means on your person to settle the Journey by major credit card or cash or make arrangements to settle with the driver or us, should there be an issue taking payment electronically.
  • When the feature becomes available using in-app payments as a Verified User or for VIP Bookings, you irrevocably authorise blackcab.com or its appointed partner(s) to process the transaction on behalf of the transport provider so long as the partner is regulated by the Financial Conduct Authority.

4.4 Pre-Authorisation of Payment Methods

  • To verify the validity of registered payment cards, blackcab.com may perform a pre-authorisation hold on your card for a nominal amount (e.g. £1.00).
  • This hold is not an actual charge and will be released by your bank typically within 1 to 5 days.
  • The duration of the hold release is subject to your bank's policies. blackcab.com has no control over bank holds.

5. Cancellation Fees, Booking Fees and Policies

5.1 Standard User via Virtual Hand (E-hail)

No Cancellation or Booking Fees apply, as no formal contract is established with the "matching" service until the passenger enters the vehicle.

You must have the financial means on your person to pay the Transport Provider prior to travelling.

5.2 Collection of Fees

You irrevocably agree that blackcab.com has the legal authority to automatically collect any Booking Fee so long as the fee does not exceed the fee set out in The London Cab Order or Cancellation Fees, as set out herein at Clause 5, from the credit card held on file.

If you are a VIP, you irrevocably agree that we can charge your registered card held on file the metered fare plus a minimum 10% gratuity.

Further, you irrevocably agree that we may charge the card for any outstanding monthly VIP subscriptions.

6. User Conduct

6.1 Prohibited Activities

You agree not to:

  • Violate any laws or regulations.
  • Interfere with or disrupt the platform.
  • Use fraudulent payment methods.
  • Assault, abuse, threaten, or harass drivers, other passengers, or any of our representatives or persons.

7. Limitation of Our Responsibility

7.1 Scope of Liability

blackcab.com’s responsibility is strictly limited to:

  • Providing the technology platform.
  • Facilitating fare collection (where applicable).
  • Managing and collecting Booking and Cancellation Fees.

7.2 No Liability for Transport Services

  • blackcab.com does not warrant that any driver using the platform has valid insurance at the time of service. The driver is solely responsible for maintaining appropriate insurance.
  • Disputes relating to transportation services are exclusively between passengers and drivers.
  • blackcab.com may deduct Booking or Cancellation Fees, but does not intervene in disputes between passengers and independent drivers in any other matter.

7.3 No Warranty for Platform Availability

blackcab.com provides its technology platform on an "as-is" and "as-available" basis. We do not guarantee that the app will function without interruptions. blackcab.com accepts no liability for:

  • Technical issues or service failures.
  • Delays, errors, or system outages.
  • Third-party disruptions affecting payments or services.

7.4 Passenger Payment Obligations

Passengers must ensure they have a valid and functional payment method at the time of booking and throughout the journey. If a payment method fails, passengers remain liable for the full fare.

  • blackcab.com reserves the right to recover outstanding payments.

8. Indemnity

By agreeing to these Terms & Conditions, you indemnify and release blackcab.com from any claims, damages, or losses arising from:

  • Your interactions with drivers.
  • Any accident, injury, or dispute related to transportation services.
  • Any claims related to cancellation fees.

9. Suspension & Termination of Accounts

blackcab.com reserves the right to suspend or terminate accounts for:

  • Repeated cancellations or payment failures.
  • Fraudulent activity or misuse.
  • Abusive behaviour towards drivers, other passengers, or blackcab.com staff.

10. Governing Law & Dispute Resolution

These Terms & Conditions are governed by the laws of England and Wales.

11. SMS Messaging Terms

11.1 Programme

blackcab.com Sign-In Verification. When you create or sign in to your blackcab.com account with your mobile number, we send a one-time passcode by SMS to confirm the number is yours. We do not send marketing or promotional text messages under this programme.

11.2 Consent

You consent to receive these messages by entering your own mobile number on the sign-in screen and tapping Send code. No message is sent unless you take that action.

11.3 Message Frequency

One message per sign-in attempt that you initiate. There are no recurring or scheduled messages.

11.4 Cost

Message and data rates may apply. blackcab.com does not charge for these messages; your mobile operator's standard rates apply.

11.5 Opting Out and Help

  • Reply STOP to any message to stop receiving SMS from that number. You will receive one confirmation message and no further messages. Because sign-in requires a passcode sent by SMS, you will not be able to sign in while opted out. Reply START to opt back in.
  • Reply HELP to any message for help, or contact [email protected].

11.6 Carriers

Carriers are not liable for delayed or undelivered messages.

11.7 Your Data

We handle your mobile number in line with our Passenger Privacy Policy. We do not share, sell, or provide your mobile phone number or messaging consent data to third parties or affiliates for marketing or promotional purposes.

12. Contact Us

For any queries, please contact [email protected] via the app or website.

13. Acknowledgment

By using blackcab.com, you confirm that you have read, understood, and fully agree to these Terms & Conditions.