🚖 Terms & Conditions – Passengers
By submitting a ride request through our platform*, you agree to the following terms:
*we use the Taxicaller app. It’s great to reduce our overheads and in turn, keep our fares fair.
1. Ride Availability
All ride requests are subject to driver availability. We cannot guarantee that a driver will accept or fulfil every request.
2. Role of Platform
All drivers are self-employed and not employees of our company. We act only as a booking facilitator, connecting passengers with Derby licensed private hire drivers. Legal and above board and in line with all Derby private hire terms.
3. Fare Estimates
Fare estimates are based on distance and may vary depending on traffic, waiting time, diversions, or route changes. Final fares are based on the taxi meter in the app.
4. Vehicle Identification
Passengers must confirm they are entering the correct vehicle. Always check the driver name, license plate, and vehicle type before starting your journey. This info will be right there, in the passenger app.
5. Cancellations & No-Shows
Unreasonable cancellations or failure to show up for a ride may result in a fee or temporary suspension from using the service. Order when you are ready, not when you still have to shower or feed the dog!
6. Delays & Disruptions
We are not liable for delays caused by issues outside our control, including traffic, weather, or road closures or anything else that the UK roads or, life, throws at us.
7. Payment
All payments are made directly to the driver. Drivers accept cash or card. We do not process fares or hold funds on behalf of drivers. Failure to pay will be reported to the police. Not only is it not nice, you will get in trouble!
8. Privacy
By using our service, you agree to the handling of your personal information in line with our Privacy Policy.
👥 Passenger Conduct Statement
We ask all passengers to treat drivers with respect and courtesy. The following behaviours are not tolerated.
- Abusive language or threatening behaviour
- Refusing to pay the fare
- Deliberate damage to the vehicle
- Littering or excessive mess
Please wear your seatbelt, avoid distracting the driver, and follow any reasonable instructions during the journey.
A soiling charge of £120* will be payable to the driver should you leave a mess where the driver has to clear up after you. Remember, our driver partners are OWNER drivers. Respect innit.
Passengers who breach these standards may be suspended or removed from the platform.
🧳 Lost Property
Passengers are responsible for their own belongings. If you leave something behind, please contact us as soon as possible. hello@drivenbyderby.co.uk We’ll do our best to help recover your item, but we cannot guarantee retrieval.
♿ Accessibility
Need an accessible vehicle? We are seeking to partner with wheelchair-accessible Hackney carriages fully bookable when available.
💬 Feedback & Support
We expect every driver to provide a safe, clean, and professional service. If your journey doesn’t meet this standard, we want to hear from you.
📧 Email: hello@drivenbyderby.co.uk
Include your trip details and contact number for a quicker response.
🔁 Policy Changes
These terms may be updated at any time. Please check back regularly to stay informed. Also check out our FAQ section for further info about us all.
🏷 Legal Info
Derby Cars is a private hire operator, in the UK licensed by Derby city council and overseen by Sendacar Ltd, registered in the UK.