Terms of Service

Last updated 1 September 2026

These terms are a working draft and are not yet in force. They are with our accountant and solicitor, including confirmation of which party contracts with you and which licences that party holds, and they will be finished before ZeroLanes takes bookings from the public.

1. Who these terms are between

These terms are between you and ZeroLanes. They apply when you book a journey through zerolanes.co.uk or the ZeroLanes app. By confirming a booking you accept them.

Under review. The contracting party named in this clause, and the licences held by that party, are being confirmed with our advisers. This draft will not be published as final until they are.

2. Booking a journey

You give us a pickup, a destination, a date and time, the number of passengers and bags, and the class of car you want. We quote you a price. A booking is made when you confirm it and your payment is accepted, and you will get a booking reference.

You must be 18 or over to book. You are responsible for the accuracy of what you enter, including the address and the time.

3. The price

The price we quote is fixed at the moment you book. It includes VAT. It does not change afterwards for traffic, for a longer route, or for a journey that takes longer than estimated. A quote you do not confirm is held for 30 minutes and then expires.

Charges beyond the fare, such as a toll or a parking fee at an airport, are included in the quoted price unless we tell you otherwise before you book. Waiting time beyond the free period, and any cleaning charge after damage or soiling, are the only things that can be charged in addition, and we will tell you before we do.

4. Paying

For a journey within a week we place a hold on your card when you book, and take the payment after you have travelled. For a journey more than a week away we save your card and take the authorisation about a week before you travel. Card details are entered with our payment processor and never reach ZeroLanes.

If a payment fails we will contact you with a link to fix it. If it is not resolved before the journey we may cancel the booking.

5. Changing or cancelling

Cancellation is free more than 24 hours before your pickup time. Between 12 and 24 hours before it, 50% of the fare is charged. Under 12 hours before it, the full fare is charged, because by that point the car and driver are held for you and the slot cannot be filled. The site tells you which applies, and exactly what it will cost, before you confirm the cancellation.

If your driver arrives and cannot collect you, and you cannot be reached after a reasonable wait, the journey is treated as a no-show and the fare is charged.

We may cancel a booking if we cannot arrange a car, if the journey cannot be carried out safely or lawfully, or if payment cannot be taken. If we cancel and it is not your fault, you are not charged.

6. On the journey

Please be ready at the pickup point at the time you booked. Only the number of passengers and bags on the booking can travel; if more turn up, the car may not be able to take them.

Seat belts must be worn. Smoking, including vaping, is not permitted. Assistance dogs are always welcome. Other animals should be arranged in advance.

A driver may end a journey where a passenger is abusive, threatening, or behaving in a way that makes the journey unsafe. In that case the fare remains payable.

7. Delays and things outside anyone’s control

We plan journeys with a realistic allowance for the route and the time of day, but we cannot guarantee an arrival time. We are not responsible for a missed flight, train or appointment caused by traffic, weather, road closures or other events outside our control. Please allow time accordingly.

8. Lost property

Tell us as soon as you notice something is missing and we will try to recover it. We cannot accept responsibility for property left in a car.

9. Our responsibility to you

We provide the journey with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Subject to that, our liability for a booking is limited to the price of that booking.

Nothing here affects your statutory rights as a consumer.

10. Complaints

Tell us and we will look into it. Email support@zerolanes.co.uk with your booking reference.

11. Changes to these terms

We may update these terms. The version that applies to your booking is the one published when you made it.

12. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.