Terms and conditions

Additional Charges

Any charges other than the Charges, including (but not limited to) cancellation fees, waiting time fees, cleaning fees, no-show fees, multi-stop fees, and Pet Select or Cycle Select fees.

App

The DrivoX mobile application or website through which Bookings are made.

Booking

A request for a journey made via the App or website.

Charges

The fare displayed in full and confirmed before you complete your Booking.

Collection Address

The pick-up address you provide when making the Booking.

Confirmed Booking

The point at which DrivoX sends confirmation (via the App, text or email) and a Driver is assigned, at which time a binding contract is formed between you and the Driver.

Cycle Select

A request to transport one or more bicycles. This service is offered subject to vehicle suitability and Driver availability and is not guaranteed at the time of Booking. Additional charges may apply.

Destination Address

The drop-off address you provide when making the Booking.

Driver

The independent self-employed private hire driver assigned to perform your journey.

Force Majeure

Any event beyond DrivoX's reasonable control including (without limitation) acts of God, war, terrorism, strikes, industrial action, pandemics, government restrictions, extreme weather, road closures or any other event that prevents or delays the performance of the Services.

Multi-Stop Journey

A Booking that includes more than one stop. This service incurs Additional Charges as displayed before confirmation.

No-Show

The Passenger fails to appear at the Collection Address within the permitted waiting time.

Passenger

You and/or any other person travelling under the Booking.

Pet Select

A request to transport one or more domestic pets. This service is offered subject to vehicle suitability and Driver availability and is not guaranteed at the time of Booking. Additional charges may apply.

Services

The passenger transport journeys (including school runs and business travel) facilitated through the DrivoX platform across Brighton, East Sussex and West Sussex.

Vehicle

The licensed private hire vehicle provided by the assigned Driver.

Wheelchair-Accessible Vehicle

A vehicle suitable for wheelchair users. This service is offered subject to availability at the time of Booking and is not guaranteed.

3.1 All Bookings are subject to Driver availability and acceptance at DrivoX's sole discretion. DrivoX reserves the right to refuse any Booking for any reason without liability.

3.2 A binding contract of carriage is formed between the Passenger and the assigned Driver at the moment a Confirmed Booking is issued by DrivoX. DrivoX acts solely as an intermediary platform and is not a party to the contract of carriage.

3.3 School runs are provided under existing contracts with local councils. Private individual school run bookings are also accepted and welcomed. Business travel and corporate account bookings (including the use of account credits, vouchers or prepaid tokens) may be arranged as Instant or Pre-Booked journeys. All other individual bookings may be made as Instant or Pre-Booked.

3.4 Airport Bookings must include the flight number, passenger name and mobile number at the time of booking. DrivoX uses this information for flight tracking and to calculate waiting time.

3.5 The Passenger is solely responsible for providing accurate information regarding the number of passengers and pieces of luggage when making a Booking. DrivoX shall not be liable for any additional charges, delays or refusal of service caused by incorrect or misleading information.

3.6 DrivoX offers a range of licensed private hire vehicles accommodating up to 8 passengers, including saloon, executive, estate and multi-seater vehicles. The Passenger must select or confirm the appropriate vehicle type based on the number of passengers and luggage required.

3.7 Wheelchair-Accessible Vehicles, Pet Select and Cycle Select services are offered subject to availability and are not guaranteed at the time of booking.

3.8 Once a Driver is assigned, any material change to the Collection Address, Destination Address, vehicle type, number of passengers, luggage or number of stops will be treated as a cancellation and may incur the applicable fee.

3.9 Real-time location data is shared with the assigned Driver only for the duration of the active journey and is automatically deleted once the journey is completed, in accordance with our Privacy Policy.

4.1 All Charges are displayed in full before you confirm your Booking. The Charges are calculated based on the Collection Address, Destination Address, time of day, demand, vehicle type and any additional services requested.

4.2 The final fare may be adjusted at the end of the journey to reflect the actual time and distance travelled if the journey is diverted, delayed by traffic, road closures or any other circumstances beyond the Driver's control. Any such adjustment will be charged automatically via the original payment method.

4.3 Prices may vary depending on distance, time of day and real-time demand. The price shown and confirmed at the time of booking is the estimated price that will apply, subject to any adjustment under clause 4.2.

4.4 Additional Charges may apply in addition to the displayed fare. These include (but are not limited to): Waiting Time Charges, Airport parking or drop-off fees, Multi-Stop Journey fees, Pet Select or Cycle Select fees, Cleaning or Damage Fees, Cancellation Fees and No-Show Fees. All Additional Charges are shown before confirmation wherever possible.

4.5 Corporate, account or prepaid-token bookings are subject to the separate terms of the individual corporate agreement or contract with DrivoX.

4.6 The Passenger is solely responsible for providing accurate information about the number of passengers and luggage. DrivoX offers a range of licensed vehicles accommodating up to 8 passengers, including saloon, executive, estate and multi-seater vehicles. Recommended luggage limits (to ensure the correct vehicle is allocated) are as follows:

• Saloon / Executive vehicles: maximum 3 passengers + 2 standard suitcases + 2 cabin bags (or any reasonable combination thereof).
• Estate vehicles: maximum 3 passengers + 3 standard suitcases + 2 cabin bags (or any reasonable combination thereof).
• Multi-seater vehicles: maximum 8 passengers + 6 to 8 large suitcases + 4 cabin bags (or any reasonable combination thereof).

DrivoX shall not be liable for any additional charges, delays or refusal of service caused by incorrect or misleading information supplied by the Passenger.

4.7 All payments must be made by debit or credit card via our secure payment provider Stripe. Full payment is taken at the time of Booking confirmation. Cash payments are not accepted. DrivoX does not store your card details. All transactions are processed securely in compliance with PCI-DSS standards.

4.8 Once payment has been taken, refunds will only be issued in accordance with the Cancellation Policy in section 5. No refunds will be given for any Additional Charges incurred due to passenger conduct, incorrect information or no-show.

5.1 You may cancel a Booking in accordance with the rules set out below. Cancellation fees are designed to protect driver availability and are charged automatically to the original payment method.

5.2 Pre-Booked Local Journeys

• Free cancellation is permitted up to 60 minutes before the scheduled pick-up time.
• Thereafter a cancellation fee of £5 (Saloon, Estate or Standard vehicles) or £7 (Executive or Multi-seater vehicles) will apply.

5.3 Instant Bookings

• Free cancellation is permitted if no Driver has been assigned.
• Once a Driver has been assigned, you have a 2-minute grace period. After this period the applicable cancellation fee will be charged.

5.4 Airport Bookings

• Free cancellation is permitted up to 24 hours before the scheduled pick-up time.
• Within 24 hours of the scheduled pick-up time, the full fare is charged and is non-refundable.

5.5 DrivoX reserves the right to cancel any Booking at any time without liability.

5.6 Corporate, account or prepaid-token bookings are governed by the separate terms of the individual corporate agreement and are not subject to these cancellation rules.

5.7 Any material change to a Confirmed Booking after a Driver has been assigned (including change of address, vehicle type or number of stops) will be treated as a cancellation and may incur the applicable fee.

5.8 No-Show Policy For full details of No-Show charges and consequences, please refer to section 7 below.

5.9 Review and Refunds All cancellation requests and exceptional circumstances will be reviewed by DrivoX on a case-by-case basis. We aim to respond within 5 working days. Refunds (where approved) will be processed to the original payment method within 5–7 working days.

6.1 DrivoX applies clear waiting time charges to ensure driver efficiency and fairness. Waiting time is charged automatically to the original payment method and is non-refundable unless reviewed by DrivoX on a case-by-case basis.

6.2 Instant Bookings (Local Journeys)

• The Driver allows 3 minutes of free waiting time from arrival at the Collection Address.
• Thereafter, waiting time is charged at £0.35 per minute for Saloon, Estate or Standard vehicles and £0.50 per minute for Executive or Multi-seater vehicles (charged in one-minute increments).
• The Driver may cancel the Booking as a No-Show after a total of 5 minutes waiting time with no contact from the Passenger.

6.3 Scheduled / Pre-Booked Journeys

• The Driver allows 3 minutes of free waiting time from arrival at the Collection Address.
• Thereafter, waiting time is charged at the same rates as Instant Bookings (£0.35 / £0.50 per minute).
• If the Passenger fails to appear or make contact after a total of 5 minutes waiting time, the Booking is deemed a No-Show and a fee of £5 (Saloon/Standard/Estate) or £7 (Executive/Multi-seater), or 50% of the total fare (whichever is greater), will be charged automatically. This protection is required because the Driver has pre-committed to the specific time slot and may have declined other work in order to fulfil the booking.

6.4 Airport Pick-ups

• The Driver allows 45 minutes of free waiting time from the confirmed booking time (or verified flight landing time where tracking is provided).
• Thereafter, waiting time is charged at £0.50 per minute for Saloon, Estate or Standard vehicles and £0.75 per minute for Executive or Multi-seater vehicles.
• Any airport parking or drop-off charges incurred after the 45-minute free period will be added to the fare.
• The Driver may cancel the Booking as a No-Show after a total of 75 minutes from the confirmed booking time or actual landing time.

6.5 Multi-Stop Journeys No free waiting time is allowed between stops. All waiting time after the initial free period (if any) is charged at the applicable per-minute rate.

6.6 Corporate, account or prepaid-token bookings are governed by the separate terms of the individual corporate agreement and are not subject to these waiting time rules.

6.7 In restricted streets or where parking is prohibited, the Driver will wait a maximum of 2 minutes for embarkation/disembarkation. The Driver will use best endeavours to find a safe nearby location if additional time is required, and waiting charges will still apply.

6.8 No-Show Policy For full details of No-Show charges and consequences, please refer to section 7 below.

7.1 A Booking is deemed a No-Show if the Passenger fails to appear or make contact within the permitted waiting time set out in section 6.

7.2 Instant Local Journeys If the Passenger fails to appear or make contact after a total of 5 minutes waiting time, the Booking is deemed a No-Show and a fee of £5 (Saloon, Standard or Estate vehicles) or £7 (Executive or Multi-seater vehicles) will be charged automatically.

7.3 Scheduled / Pre-Booked Journeys If the Passenger fails to appear or make contact after a total of 5 minutes waiting time, the Booking is deemed a No-Show and a fee of £5 (Saloon, Standard or Estate vehicles) or £7 (Executive or Multi-seater vehicles), or 50% of the total fare (whichever is greater), will be charged automatically. This protection is required because the Driver has pre-committed to the specific time slot and may have declined other work in order to fulfil the booking.

7.4 Airport Bookings If the Passenger fails to appear or make contact after a total of 75 minutes from the confirmed booking time or actual flight landing time (whichever is later), the full fare is charged and is non-refundable.

7.5 In all cases, once the maximum waiting time has expired, the Driver has the right to leave the Collection Address and the Booking will be cancelled as a No-Show.

7.6 No-Show fees are charged automatically and are non-refundable. Exceptional circumstances will be reviewed by DrivoX on a case-by-case basis, and we aim to respond within 5 working days.

7.7 Repeated No-Shows may result in suspension or permanent termination of the account.

8.1 The Passenger is fully liable for any damage, soiling, excessive mess or contamination caused to the Vehicle by themselves or any member of their party (including minors).

8.2 Cleaning Fees A minimum cleaning fee of £100 will be charged for vomiting, spills, food debris, pet soiling or any excessive mess that requires professional cleaning. This fee is charged automatically to the original payment method.

8.3 Intentional Damage or Excessive Soiling In cases of intentional damage, deliberate soiling or significant contamination that requires repairs or extended professional detailing, the Passenger will be charged the full cost of repair, cleaning, valet and any lost revenue while the Vehicle is out of service. DrivoX reserves the right to recover these costs via the original payment method or through legal proceedings.

8.4 Evidence The Driver is authorised to take photographs and/or use any CCTV footage recorded in the Vehicle as evidence of damage or soiling. Such evidence will be provided to the Passenger upon request.

8.5 Prohibited Items and Conduct Passengers must not consume food or drink in the Vehicle unless expressly agreed by the Driver at the time of the journey. No animals are permitted unless a Pet Select service was pre-booked and confirmed. Any breach of this rule may result in immediate termination of the journey and additional cleaning or damage charges.

8.6 The Passenger must report any damage or soiling to DrivoX immediately upon discovery (and in any event within 24 hours of the journey). Failure to report promptly may result in the Passenger being held fully liable for the full repair and cleaning costs.

8.7 DrivoX and the Driver reserve the right to terminate the journey immediately in cases of deliberate damage, misconduct or breach of these rules, with no refund.

8.8 All damage or cleaning charges will be notified to the Passenger with supporting evidence and must be paid within 5 working days. Failure to pay may result in account suspension or termination.

9.1 For the safety, comfort and respect of the Driver and all passengers, you and every member of your party must at all times:

• Wear seatbelts (in accordance with UK law)
• Refrain from smoking, vaping or using electronic cigarettes
• Not consume food or drink unless expressly agreed by the Driver
• Treat the Driver and Vehicle with courtesy and respect
• Not play music, instruments or broadcast audio without the Driver's express permission
• Not film, photograph or record inside the Vehicle without permission
• Not behave in a disorderly, threatening, abusive or intoxicated manner

9.2 Unaccompanied minors under the age of 18 are not permitted.

9.3 You are fully responsible for the conduct of all members of your party (including minors).

9.4 Breach of any of these rules entitles the Driver to refuse to commence the journey, terminate it immediately, or report the incident to the authorities. In such cases no refund will be issued and Additional Charges may apply.

9.5 DrivoX and the Driver reserve the right to refuse future Bookings from any Passenger who repeatedly breaches these conduct rules.

10.1 Drivers are not responsible for any items left in the Vehicle. The Passenger is solely responsible for their personal belongings at all times.

10.2 Any items found in the Vehicle will be held securely at the DrivoX office for a maximum of 28 days.

10.3 Passengers may arrange collection from the office or delivery (charged as a new journey at the standard rate). To arrange return, please contact us at info@drivox.co.uk with your booking reference and a description of the item. The office address is: Trafalgar House, 72A North Street, Portslade, Brighton, BN41 1DG, United Kingdom.

10.4 DrivoX accepts no responsibility for perishable, fragile or valuable items. Items containing illegal or hazardous materials will be handed to the authorities immediately.

10.5 After 28 days, any unclaimed items may be disposed of, donated or destroyed at DrivoX's sole discretion in accordance with applicable law. DrivoX accepts no liability for any lost, damaged or unclaimed property.

10.6 DrivoX and the Driver will not search the Vehicle for lost items after the journey has ended. Any search request must be made immediately upon discovery of the loss.

11.1 DrivoX operates solely as a technology platform and intermediary. It does not provide transport services and is not a carrier. All journeys are performed by licensed private hire drivers who are independent contractors operating under their own private hire licence and insurance.

11.2 To the fullest extent permitted by law, DrivoX shall not be liable for:

• Any delays, traffic conditions, road closures or missed connections;
• Any act or omission of the Driver, including accidents or personal injury (covered by the Driver's own insurance);
• Any indirect, consequential, special or punitive loss (including loss of profit, business, revenue or goodwill);
• Any loss arising from the Passenger's own actions, incorrect information or breach of these Terms;
• Any data breach or loss of data (covered under our Privacy Policy).

11.3 Our total liability under any Booking (whether in contract, tort, negligence or otherwise) shall not exceed the value of the Charges paid for that Booking or £150, whichever is the lower amount.

11.4 Passengers must rely on the Driver's own insurance for any claims relating to injury, accident or third-party liability. DrivoX is not an insurer and accepts no responsibility for such claims.

11.5 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

11.6 DrivoX shall not be liable for any loss caused by Force Majeure events (see section 12 below).

12.1 DrivoX shall not be liable for any failure or delay in performing its obligations under these Terms if such failure or delay is caused by a Force Majeure event.

12.2 A "Force Majeure event" means any circumstance beyond DrivoX's reasonable control, including (but not limited to) acts of God, war, terrorism, strikes, industrial action, pandemics, government restrictions, extreme weather, road closures or any other event that prevents or delays the performance of the Services.

12.3 In the event of a Force Majeure event, DrivoX may cancel or reschedule affected Bookings without liability. Passengers will be notified as soon as reasonably practicable and any refund (where applicable) will be considered on a case-by-case basis.

13.1 All intellectual property rights in the DrivoX app, website, brand, logos, content and platform (including any developments or improvements) belong exclusively to DrivoX or its licensors. All rights are reserved.

13.2 You are granted a limited, revocable, non-exclusive, non-transferable licence to use the App and website solely for the purpose of making Bookings. You may not copy, modify, reverse engineer, distribute or use any part of the platform for commercial purposes.

13.3 You must not use the DrivoX name, logo or any trademarks without our prior written permission.

13.4 You agree to indemnify DrivoX (and its directors, employees and agents) against any claims, losses, damages, costs or liabilities (including legal fees) arising from your breach of these Terms, any misconduct during a journey or any third-party claim resulting from your use of the Services.

14.1 All complaints must be submitted in writing to info@drivox.co.uk within 48 hours of the journey.

14.2 DrivoX aims to acknowledge receipt within 24 hours and provide a full response within 5 working days. Each complaint is reviewed fairly and on its individual merits.

15.1 DrivoX reserves the right to suspend or permanently terminate any account without notice for fake bookings, abusive behaviour, fraud, excessive cancellations, repeated No-Shows or any other misuse of the platform.

15.2 Repeated offences may be reported to the relevant authorities.

16.1 These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the English courts.

17.1 These Terms (together with our Privacy Policy) constitute the entire agreement between you and DrivoX.

17.2 DrivoX may update these Terms from time to time. Continued use of the platform after any update constitutes acceptance of the revised Terms.