Terms & Conditions

Please read these Terms and Conditions ("Terms") carefully before using the TravelBy.Taxi mobile application, website and related services (the "Service") operated by Taxi Services Ltd t/a TravelBy.Taxi ("Taxi Services Ltd", "we", "us", "our").

By downloading, accessing, registering for, or using the Service you agree to be bound by these Terms. If you do not agree, do not use the Service.

These Terms govern bookings for local taxis and licensed private hire vehicles (PHVs) made through the TravelBy.Taxi App or websites (https://travelbytaxi.com and https://travelby.taxi). They cover bookings, dispatch, fares, payments, GPS tracking, cancellations and no-shows, driver responsibilities, data protection (including GDPR), dispute resolution and governing law (Scotland).

1. Company Details

• Company Name: Taxi Services Ltd t/a TravelBy.Taxi
• Address: 272 Bath Street, Glasgow, G2 4JR
• Websites:
  • https://travelbytaxi.com
  • https://travelby.taxi
• Customer support (support ticket system): https://book.travelby.taxi/portal/
• Service phone number (driver-facing for in-progress bookings): +44 330 220 3333

2. Definitions

• App/Service: the TravelBy.Taxi mobile application, website and any associated services.
• User/You/Passenger: any person using the App to request or book a vehicle.
• Driver: the individual or entity providing transport in a taxi or private hire vehicle who has signed up to accept jobs via our system.
• Booking: a request made by a User for a Driver to attend a pick-up location at a specified time.
• Dispatch: the time when a Driver accepts a Booking and we dispatch that Driver to your pickup point.
• Fare: the amount payable for a Booking, including base fare, distance/time charges, waiting time, administrative fees, booking fees, council tariffs, surcharges, taxes and any applicable charges.
• Digital flag-down: where available, the App feature enabling a User to request an available local public hire/taxi to collect them.

3. Eligibility

• You must be 18 years or older and able to form a binding contract to use the Service.
• You must comply with applicable laws in the area where you travel.
• If you are a consumer you may have additional protections under local consumer protection laws.

4. Booking, Dispatch and Acceptance

• Bookings placed through the App/Website are requests.
• A Booking becomes confirmed only when a Driver accepts it and we dispatch that Driver to your pick-up point.
• Jobs are offered to individual Drivers registered with our system.
• After a Driver accepts a Booking via our system, the Driver is responsible for delivering that service to you in accordance with these Terms and applicable law.
• Once a Driver is dispatched to your Booking, the Fare for that Booking (including booking fees and any additional charges) will be due in full.
• Estimated arrival times and fares are estimates only. Delays may occur due to traffic, weather, roadworks or factors outside our control.

5. Driver Relationship, Onboarding & Ongoing Compliance

• Driver Status: Drivers are independent contractors or third-party operators, not employees of Taxi Services Ltd (unless expressly agreed otherwise).
• Driver Responsibilities: Each Driver is individually responsible for their own conduct, vehicle condition, licensing, insurance and compliance with local licensing requirements.
• Onboarding Checks: We conduct onboarding checks to verify Drivers' identity, licences, insurance, MOT and other required documentation. Where relevant we may require DBS/Protecting Vulnerable Groups checks.
• Driver Notification: Drivers must keep records current and must notify us within 24 hours of any change that may affect their entitlement to drive or operate (including suspensions, convictions or insurance lapses).
• Suspension/Removal: We may suspend or remove Drivers from the platform pending verification or as a result of non-compliance.
• Liability: To the extent permitted by law, we are not liable for the Driver's acts or omissions except where required by law.

6. Fares, Fees and Pricing

6.1 Fare Components

Fares shown in the App are calculated using the pricing model displayed at the time of booking (metered or fixed as applicable). Fares may include base fare, distance/time charges, waiting time charges, surcharges (e.g., airport, night), council tariffs, VAT (where applicable) and any applicable taxes or fees.

6.2 Booking Fee

A booking fee of £1.99 is added to every journey and forms part of the total Fare. This fee covers administrative costs incurred by Taxi Services Ltd and is charged to the customer.

6.3 Digital Flag-Down (Where Available)

When the App's digital flag-down feature is available and used (requesting a local public hire/taxi to collect), a £2.00 digital flag-down charge applies in addition to the Fare and is payable to the Driver. The App will show when this option and fee are available.

6.4 Additional Access Charges

Additional charges may apply for access to or use of certain facilities, including but not limited to airport access charges, ferry access fees, pier or terminal charges, car-park charges, congestion charges or other third-party levies. These fees will be added to your Fare when applicable and are payable by you.

6.5 Council Tariffs and Updates

We endeavour to keep our fares in line with local council tariffs as published by each local authority. When councils amend fares we will update the App/Website as soon as reasonably practicable.

6.6 Payment Processing and Card Storage

All card payments are processed and taken by Taxi Services Ltd. Card details are stored securely on our systems in accordance with applicable payment security standards (including PCI-DSS). By adding a card to the App you authorize Taxi Services Ltd to charge that card for Fares, fees, taxes, no-show or cancellation charges and other applicable amounts.

7. Payment, Receipts and Invoicing

• Payment Methods: Accepted payment methods are displayed in the App. Payment may be taken via the App, or where permitted, the Driver may accept cash.
• Charges: You must pay all charges associated with a Booking, including the booking fee and any access or airport/ferry charges.
• Receipts: We will provide a receipt for completed trips showing Fare breakdown, booking fee, digital flag-down charge (if applied), and any additional charges.
• Invoicing: For business or VAT-eligible journeys, request an invoice via the support portal and include any required invoicing details.

8. No-Shows, Waiting Time and Cancellation Fees

8.1 Waiting Times

Drivers are permitted to wait for 5 minutes from the time of arrival at the pick-up location for a standard Booking. If the passenger has made contact with the Driver (e.g., by phone or in-app messaging) but fails to board, Drivers are required to permit up to 10 minutes total waiting time from arrival before treating the Booking as a No-Show.

8.2 No-Show Charges

If a Driver has been dispatched and arrives at the pick-up location and you fail to board the vehicle within the permitted waiting time, the Driver is entitled to a no-show charge. The no-show charge will be up to £50 of the total Fare.

The actual no-show amount applied will be the lesser of:

• the no-show or cancellation amount shown in the App at the time of booking (if any), or
• £50, or
• the total Fare for the Booking.

8.3 Cancellations by Passenger

If you cancel a Booking before Driver dispatch there will be no charge unless a cancellation fee is displayed in the App. If you cancel after dispatch but before the Driver arrives a cancellation fee may apply up to the same limits as the no-show charge (up to £50 or the amount shown in the App).

8.4 Discretionary Waivers

Cancellation or no-show fees may be reduced or waived at our discretion for valid reasons (e.g., emergency, Driver error).

9. GPS Tracking and Location Sharing

• Tracking: Drivers' vehicles are tracked by GPS while a Booking is active.
• Purpose of Tracking: GPS tracking enables Customers to locate and monitor the assigned Driver's vehicle and estimated arrival time, and it provides Driver and operational records for safety and dispute resolution.
• Location Sharing: When a Driver is approaching the pick-up area, Customers may opt to share their live location with the Driver to assist pickup. If you opt in, your live location details will be visible only to the assigned Driver for the period while the Driver is in the pickup area for that Booking.
• Data Usage: We will not use that live location for unrelated purposes, except as necessary for safety, dispute investigation, audit or as required by law.
• Data Retention: GPS and trip logs (including timestamps and route data) are retained for a period of 12 months unless otherwise required by law. These records may be used in investigations, disputes, and to comply with legal requests.

10. Refunds, Disputes and Escalation Procedure

10.1 How to Raise a Dispute

• Method: All disputes (fare disputes, no-show, cancellation fees, lost property, safety incidents) must be raised via the support ticket system: https://book.travelby.taxi/portal/
• Time Limit: Disputes must be raised within 14 days of the relevant Booking.
• Phone Calls: Phone calls to +44 330 220 3333 are for driver contact only and are not accepted as formal dispute submissions.

10.2 Acknowledgement and Timeline

• We will acknowledge your ticket within 48 hours.
• We aim to provide a substantive response within 14 days for ordinary fare disputes.
• Complex safety or cross-party incidents may require longer; we will notify you of expected timelines.

10.3 Investigation and Evidence

Investigations will use Driver logs, GPS/tracking data, in-app and recorded communications, payment records and any other relevant evidence. Where a no-show or cancellation fee is found to be incorrectly applied we will refund or adjust amounts to your original payment method.

10.4 Chargebacks and Misuse

Unjustified or repeated chargebacks may lead to account suspension or termination. If you raise a dispute you must provide truthful information; fraudulent disputes may be reported.

11. Conduct, Safety Protocols and In-Ride Issues

• User Conduct: You must behave respectfully and lawfully. Abusive, threatening, discriminatory, or violent behaviour toward Drivers or others is prohibited and may lead to account suspension or reporting to authorities.
• Prohibited Activities: Smoking, vaping and carrying illegal substances are prohibited in vehicles unless a Driver expressly permits otherwise and where such permission is lawful.
• In-Ride Safety Steps:
  1. Contact the Driver to ask them to stop at a safe location.
  2. End the journey if safe to do so.
  3. Raise a support ticket via the portal.
  4. Contact local emergency services where necessary.
• Serious Incidents: Serious incidents will be escalated to the police and relevant authorities.

12. Governing Law and Jurisdiction

These Terms are governed by the laws of Scotland. Any dispute arising under or in connection with these Terms (including non-contractual disputes) shall be subject to the non-exclusive jurisdiction of the Scottish courts.

Where mandatory consumer protections apply in a consumer's home jurisdiction (e.g., England or Wales), those protections will continue to apply to the extent required by law.

13. Contact & Support

• Support: For support, disputes or to request information about a trip, use the support ticket system: https://book.travelby.taxi/portal/
• Driver Contact: For driver-facing or in-progress booking calls: +44 330 220 3333 (driver contact only).
• Company Postal Address: Taxi Services Ltd t/a TravelBy.Taxi, 272 Bath Street, Glasgow, G2 4JR