DRAFT — LEGAL REVIEW REQUIREDThese terms have not yet been approved by counsel. They are shown so the flow can be reviewed end to end; they are not the terms of any contract and nothing here binds a passenger.

DRAFT — LEGAL REVIEW REQUIRED — Velgo Ltd — Passenger Terms and Conditions — DRAFT — LEGAL REVIEW REQUIRED (counsel gate, D91)

Velgo Ltd · version 1 · in force from 2026-09-03

Velgo Ltd — Passenger Terms and Conditions — DRAFT — LEGAL REVIEW REQUIRED (counsel gate, D91)

1. About these terms, and your account

These terms apply when you book a private hire journey through the Velgo app, the Velgo website or by telephone, and when that journey is carried out. Business account customers have a separate agreement that takes precedence on pricing and invoicing. By booking you accept these terms for yourself and, if you book for other people, on their behalf. You need an account with a working mobile number and email, and must keep your login details safe; you are responsible for bookings from your account unless it was used without your knowledge and you tell us promptly. Nothing here removes your rights as a consumer, and where anything conflicts with them your rights come first. [LEGAL REVIEW: settle the unaccompanied-minor age threshold, the child restraint position for private hire, and the animal-carriage policy before publication.]

2. Who you are contracting with

Velgo Ltd (England and Wales, company number 17368523) is a private hire vehicle operator licensed by City of Wolverhampton Council. It accepts your booking, keeps the licensed booking record, allocates a licensed driver and vehicle, takes your payment and handles your complaint. Velgo Ltd does not drive you: your driver is self-employed, separately licensed, and holds the vehicle and its insurance. The contract for the carriage — taking you from your pickup point to your destination — is between you and that driver, and Velgo Ltd makes it, and takes the fare, as the driver's disclosed agent. This is lawful outside London: in D.E.L.T.A. Merseyside Ltd v Uber Britannia Ltd [2025] UKSC 31 (29 July 2025) the Supreme Court held that the Local Government (Miscellaneous Provisions) Act 1976 does not require an operator to contract as principal. [LEGAL REVIEW: confirm this agency description against s.56(1) of the 1976 Act as construed in [2025] UKSC 31, the Wolverhampton operator conditions, and the driver engagement terms.]

3. Making a booking, and your fare estimate

A booking request is a request for a journey; a contract exists only once Velgo Ltd confirms it in the app, by text or by email, stating the pickup point, destination, any stops, the vehicle type, the time and the fare estimate. We may decline a request if no vehicle is available, if the journey is outside the area we may lawfully serve, or if payment fails. Once a driver is allocated we tell you their first name and licence number, the vehicle's make, model, colour and registration mark, and a photograph where available; please check these match before you get in. The fare shown before you book is an estimate, not a fixed price; the final fare is worked out when the journey ends. Each of the following can change what you pay, and each carries equal weight:

Each is charged at the rate in the fee schedule shown before you book and appears as its own line on your receipt. There is no per-stop fee, and flight status is not tracked. [LEGAL REVIEW: confirm the presentation of variable charges against Part 2 of the Consumer Rights Act 2015 and reg. 13 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and whether the reg. 6(1)(b) transport exclusion removes the fourteen-day cancellation right.]

4. Paying, and your receipt

You can pay by card in the app, processed by Stripe; Velgo Ltd does not hold your full card details. Your card may be checked and held for the estimated amount at booking, with the fare taken when the journey ends. Cash is accepted only where the app or the booking agent says so at the time of booking, and is paid to the driver. Because Velgo Ltd takes payment as the driver's agent, your receipt shows the driver as the supplier of the carriage and Velgo Ltd as the operator that arranged and collected it. Each journey produces an itemised receipt in the app and by email. Tips are voluntary, go to the driver, and are never added automatically. [LEGAL REVIEW: confirm the VAT treatment of the fare and of any Velgo booking fee under the agency model, and settle the receipt supplier line with tax counsel.]

5. Cancelling, no-shows and waiting time

You can cancel in the app or by telephone before the journey begins. Whether a fee applies depends on how far the allocated driver has travelled towards you. The amounts, the free window and the point at which a fee starts are in the fee schedule shown before you book, and the app tells you what a cancellation will cost before you confirm it. If the driver arrives and you do not travel, the booking may be treated as a no-show once the free waiting period has passed and reasonable attempts to contact you have been made. Waiting time runs from the driver's arrival, or from the booked time for a scheduled journey; the free period and the rate afterwards are in the fee schedule. You are not charged where we cancel, where no driver is allocated, or where the driver is significantly late.

6. Airport pickups, meet and greet, and free waiting

Where your pickup is at or near a UK airport, the app lets you give a flight number and terminal and ask for meet and greet. With meet and greet the driver waits in arrivals with a name board; without it, the driver waits at the pickup point the airport designates. Airport pickups carry a longer free waiting period than ordinary pickups. Its length, and any airport car park charge, are in the fee schedule shown before you book. Velgo Ltd does not track flight status: your flight number is passed to the driver, but the booking is not moved when a flight is early or late, and free waiting runs from the booked time, not the landing time. If your flight time changes, please change or cancel the booking yourself.

7. Stops, and changing your journey on the way

You can add a limited number of stops when you book, visited in the order you set; the estimate is the sum of the segments, with no charge for the stop itself. You can also change the destination or add a stop after the journey has started, in the app or by asking the driver, and the fare is recalculated for the journey actually made. A driver may decline a change that would take them outside the area they may lawfully work, make the journey unsafe, or clash with a later booking; the journey then ends at the original destination and that fare is payable. Waiting at a stop is waiting time under section 5. Every change is written to the booking record, and the app shows the amended journey and estimate before it takes effect.

8. Behaviour in the vehicle, and when a journey may be refused

Please treat the driver, the vehicle and other passengers with respect, wear a seat belt where fitted, and follow reasonable instructions about seating and luggage. Smoking and vaping are not permitted in a licensed vehicle, alcohol may not be consumed, and you may not carry anything unlawful or dangerous. A driver may refuse to start, or may end, a journey where they reasonably believe continuing would be unsafe or unlawful — for example where a passenger is violent or abusive, where there are more passengers than the vehicle may carry, or where a passenger is too intoxicated for their safety to be assured. Velgo Ltd may refuse a booking on those grounds and will tell you why. A journey will never be refused, ended or priced differently because a passenger is disabled, uses a wheelchair, or is accompanied by an assistance dog. Any cleaning or damage charge is at the fee schedule rate, and we will show you the evidence.

9. Disabled passengers, wheelchairs and assistance dogs

Velgo Ltd and its drivers are bound by the Equality Act 2010 as amended by the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022. A driver must carry a disabled passenger, must carry an assistance dog with its owner, must not charge extra for either, and must give reasonable mobility assistance, including help with doors, luggage, a wheelchair and a ramp. Where you tell us in advance that you need help finding the vehicle, the driver must give that help at no extra cost. As an operator, Velgo Ltd commits an offence if it refuses a booking because a passenger is disabled or charges more because of a disability. Tell us what you need when you book and we record it and pass it to the driver. [LEGAL REVIEW: check this section and section 8 against ss.164A, 165, 165A, 167A, 168 and 170 of the Equality Act 2010 and the driver exemption certificate position.]

10. Lost property

If you leave something in a vehicle, tell us as soon as you can with the booking reference and a description; we will contact the driver and search the booking record. Velgo Ltd keeps two registers: one of items handed in and held by the operator, and one of losses reported and what was done about each. Items handed in are logged, stored securely and held for the period in the published passenger information; unclaimed items may then be disposed of or given to charity, and perishable items are not kept. Where a driver makes a special journey to return an item, the fee schedule's delivery charge may apply and you will be told the amount first. We will make reasonable efforts to return your property, but items left in a vehicle are at your own risk. Both registers are kept for at least twelve months as a licence condition.

11. Complaints

Please complain in the app, by email or by telephone; you can speak to a person at Velgo Ltd and need not write first. Give us the booking reference and what happened. We aim to acknowledge promptly and to answer within the timescale in the published passenger information. Complaints alleging a criminal offence, violence, dishonesty or anything of a sexual nature are reported to City of Wolverhampton Council immediately, and to the police where appropriate. Velgo Ltd handles complaints about a journey even though the carriage contract is with the driver. Complaint records are kept for at least twelve months as a licence condition. If our answer does not satisfy you, complain to City of Wolverhampton Council, which licenses the operator, drivers and vehicles and can act on any of those licences. That does not affect any legal claim.

12. Your personal information

To take and carry out a booking, Velgo Ltd collects your name, mobile number and email; pickup, destination and stop addresses; the location fix for your pickup pin; booking, journey and payment history, card details being held by Stripe and not by us; any accessibility need or flight number you give; and the content of calls, messages and complaints. Location is read from your phone only while the app is open, never in the background. The driver identity details in section 3 are shown to you; the driver receives your name, contact number and the addresses for the journey. You can send a trip link by text to someone you choose; the link expires when the journey ends. Velgo Ltd is the controller for the booking record and account; the driver is a controller for the journey. Booking records are kept for at least twelve months as a licence condition; other periods, and the data protection impact assessment reference covering rider location, trip sharing and driver identity disclosure, are in the privacy notice. [LEGAL REVIEW: confirm the controller analysis between Velgo Ltd and self-employed drivers, the lawful bases, retention beyond the twelve-month condition, and the DPIA reference and sign-off.]

13. Liability, and the insurance that covers your journey

The vehicle is insured for hire and reward by or for the driver, and that insurance — not Velgo Ltd — responds to injury or loss arising from the way the journey is driven. Velgo Ltd is responsible for what it does itself: accepting and recording the booking, allocating a licensed driver and vehicle, taking payment, and handling lost property and complaints. It is not responsible for the driver's performance of the carriage contract, but will help you take a matter up with the driver or their insurer and give you the booking record. Neither Velgo Ltd nor the driver excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded, including your right under the Consumer Rights Act 2015 to a service carried out with reasonable care and skill. [LEGAL REVIEW: settle whether any cap on Velgo Ltd's own liability is enforceable against a consumer under Part 2 of the Consumer Rights Act 2015.]

14. When another operator fulfils your booking

Velgo Ltd may pass a booking it has accepted to another licensed private hire operator, or accept one passed to it. If your booking is passed on we will tell you before the journey which operator is fulfilling it, and the driver and vehicle details you receive will be that operator's. In London, bookings are fulfilled by Zaytuna Business Services Ltd (company number 11324022), a private hire operator licensed by Transport for London, which contracts with you as principal for the carriage; its passenger terms then govern the journey and the fare is VAT-inclusive. Velgo Ltd remains the operator you booked with: raise any complaint with us. [LEGAL REVIEW: confirm the sub-contracting position under s.55A of the 1976 Act, the cross-border enforcement analysis, and how the switch between the agency and principal models is disclosed at booking.]

15. Changes to these terms

We may change these terms to reflect the law, a licence condition, or a change in the service. The current version, with its version number and date, is always in the app and on the website. If a change materially affects your rights or what you pay, we will tell you before it takes effect. Changes are not retrospective: your journey is governed by the terms in force when the booking was confirmed and by the fee schedule shown to you before you booked. If you do not accept a change you can close your account; fares already owed remain payable.

16. Governing law, and how to contact us

These terms, and any dispute arising from a journey booked under them, are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland you may also sue locally. Velgo Ltd, registered in England and Wales, company number 17368523. Registered office: [ADDRESS PLACEHOLDER]. Operating centre: [ADDRESS PLACEHOLDER]. Operator licence number [LICENCE NUMBER PLACEHOLDER], issued by City of Wolverhampton Council, Licensing Services, [COUNCIL CONTACT PLACEHOLDER]. Bookings: [TELEPHONE PLACEHOLDER], available [HOURS PLACEHOLDER]. Complaints: [EMAIL PLACEHOLDER]. Lost property: [EMAIL PLACEHOLDER]. Data protection and privacy notice: [EMAIL PLACEHOLDER] / [PRIVACY NOTICE URL PLACEHOLDER]. The fee schedule is published at [FEE SCHEDULE URL PLACEHOLDER] and shown in the app before you confirm each booking.