Terms of service
These terms govern your use of the F&F Ride passenger app, this website, and private hire services provided by F&F Private Hire ("we", "us", "our"). By creating an account, making a booking, or using our services, you agree to these terms.
1. About our service
F&F Private Hire provides licensed private hire transport. F&F Ride is our passenger app for booking, tracking, and paying for journeys. Dispatch and technology services may be operated with our partner Dispatchly.
We connect you with independent drivers or drivers operating under our licence. A booking confirmation means we have accepted your request subject to driver availability.
2. Eligibility and accounts
- You must provide accurate contact and payment information.
- You are responsible for keeping your login credentials secure.
- You must not use the service for unlawful purposes or to harass drivers or staff.
- We may suspend or close accounts that breach these terms or pose a safety risk.
3. Bookings
3.1 Making a booking
When you submit a booking you offer to enter a transport contract at the fare shown or estimated. We or your assigned driver may decline or cancel a booking where necessary for safety, licensing, or operational reasons.
3.2 Fares and estimates
Fares may be estimated before booking based on route, time, vehicle type, and applicable tariffs. The final fare may differ if the journey route, waiting time, tolls, or stops change. Promotional discounts apply only when valid and shown at checkout.
3.3 Scheduled and pre-booked journeys
You may edit pickup, destination, or route details before dispatch where the app allows. Please allow reasonable time for airport and appointment bookings.
4. Cancellations and no-shows
- You may cancel free of charge while your booking is pending or before the driver is en route, unless otherwise stated in the app.
- Cancellation fees may apply once a driver has accepted and is travelling to you, or where stated at booking.
- If you are not at the agreed pickup point within a reasonable time, the driver may mark a no-show and charges may apply.
- We may cancel bookings due to severe weather, safety concerns, or events outside our control.
5. Payments
- Available payment methods are shown in the app and may include pay in car, card, Apple Pay, Google Pay, payment link, or business account.
- Card payments may be pre-authorised before your trip and captured after completion.
- You authorise us and our payment partners to charge the selected payment method for fares, waiting time, tolls, and applicable fees.
- If a payment fails, you remain liable for the outstanding amount.
6. Your conduct during a trip
You agree to:
- Be ready at the pickup point and provide accurate location details.
- Follow seatbelt and child-seat laws.
- Not smoke, consume illegal substances, or damage the vehicle.
- Treat drivers and staff with respect.
We may refuse future service where behaviour puts drivers, passengers, or the public at risk.
7. Lost property
Contact us promptly at support@ffprivatehire.co.uk if you leave belongings in a vehicle. We will try to help reunite you with items but cannot guarantee recovery.
8. App and website use
- The app and website are provided "as is" during our launch period.
- You must not reverse engineer, scrape, or misuse our systems.
- We may update features, fares, and these terms. Material changes will be communicated where required.
9. Limitation of liability
Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.
Subject to the above, we are not liable for indirect losses, loss of profit, or delays caused by traffic, weather, third parties, or events outside our reasonable control. Our total liability for any booking is limited to the fare paid for that journey except where law requires otherwise.
10. Complaints
If something goes wrong, contact support@ffprivatehire.co.uk with your booking reference. We aim to respond within a reasonable time and will follow applicable licensing complaint procedures where required.
11. Privacy
Our use of personal data is described in the Privacy policy.
12. Governing law
These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales unless mandatory consumer protection laws in your location give you different rights.
13. Contact
F&F Private Hire
Email: support@ffprivatehire.co.uk