Ride rules

• You see the full price before you book. Once booked it's fixed: no meter, and it doesn't change with traffic or a slower route. A Ride now price can include a busy-time increase or a quiet-time saving, always shown as its own line before you book.
• Booked rides keep the price shown when you booked, whatever the demand on the day.
• Change your journey from your ride page and you see the new price before you confirm. A new pickup time on its own never changes the price.
• Card fees are never added on top. Pay by card, with Zayzak points, or both. We don't take cash.

Your chauffeur waits for you free for 10 minutes (15 minutes for business accounts, 60 minutes at airports), counted from your booked time or their arrival, whichever is later. After that, each full minute is charged:

• 35p a minute for Standard Saloon, MPV,
• 55p a minute for Executive Saloon, Executive SUV, Business Van.

Waiting is only ever charged at the pickup. There's no charge for waiting or parking at your drop-off, and none on hourly hire. All waiting money goes to your chauffeur, and your ride page shows the clock live.

• Free before a chauffeur accepts your ride.
• Free within 2 minutes of a chauffeur accepting.
• Booked rides: free up to 1 hour before pickup.
• Later than that, a fixed fee goes to your chauffeur (£3.90 for Standard Saloon, MPV; £8.00 for Executive Saloon, Executive SUV, Business Van) and the rest is refunded straight away.
• Never a fee if your chauffeur is more than 5 minutes later than the time they promised.
• If you don't come to the car within the free waiting time and can't be reached, your chauffeur may leave: the same fee plus the waiting time is charged, and the rest refunded.

Full details are in our cancellation policy.

• Your ride page shows where your chauffeur is and when they'll arrive, live.
• If they're more than 5 minutes later than promised, you can cancel free.
• If they haven't arrived 10 minutes after the pickup time, report it from your ride page: we'll send another chauffeur or refund you in full.
• If we can't find a chauffeur at all, the ride is cancelled and refunded in full automatically.

• Check the number plate and your chauffeur's name on your ride page before you get in. Every Zayzak chauffeur and car is licensed by Transport for London.
• Everyone wears a seat belt. That's the law.
• No smoking or vaping, in any Zayzak car. That's the law too.
• Food and open drinks only if your chauffeur says it's OK. Bottled water is always fine.
• Each car class carries a set number of passengers (children and babies count). If more people come, your chauffeur can't take them.
• Please treat your chauffeur with respect, as they will you. Abuse, threats or discrimination end the ride and may close your account.

Each car class takes the bags shown when you book. Tell us about anything big or unusual (bikes, skis, golf clubs, musical instruments) in your pickup notes. If luggage doesn't fit safely, your chauffeur can refuse it, so if in doubt book a bigger car.

• Passengers under 18 must travel with an adult.
• If you need a child seat, say so in your pickup notes. We can't promise one unless we confirm it.
• Without a child seat, the law lets children travel in the back of a licensed private hire car: under 3s may travel unrestrained in the back, and children aged 3 to 12 (or under 135 cm) must use an adult seat belt. Children can't sit in the front without the right child seat.

• Assistance dogs are always welcome, at no extra cost. A chauffeur may only refuse one with a medical exemption certificate, and then we'll send another chauffeur.
• Other pets travel in a closed carrier, if you mention them in your pickup notes and your chauffeur agrees.

Tell us what you need in your pickup notes (help with bags, a folding wheelchair in the boot, extra time getting in) and your chauffeur will be ready. We don't have wheelchair-accessible vehicles yet; contact us and we'll help you find one.

If a car needs cleaning or repair after a ride (for example someone was sick, something was spilt, or the car was damaged), a charge between £25 and £110 can be added within 3 days, depending on the damage. All of it goes to your chauffeur, who has to send us photos first. We email you the reason, and you can question it through Get help on your ride page before paying.

• Left something behind? Use Get help on your ride page (choose Lost item) as soon as you can, or message your chauffeur from the ride page for 24 hours after the ride.
• Your chauffeur hands anything found to us or keeps it safe, and we arrange for you to get it back: collect it, or your chauffeur brings it to you for the price of a normal ride.
• We keep a record of every item found and hold it for 30 days. We look after items carefully but can't accept responsibility for things left in a car.

• Share your trip status from your ride page so someone can follow your journey live.
• Message your chauffeur from your ride page, so there's a record if anything goes wrong.
• In an emergency, call 999.
• Report anything that worried you through Get help. A person reads every report.

You can rate every ride and tip your chauffeur if you'd like to (all tips go to them). Low ratings are reviewed by our team. For a complaint, use Get help or email complaints@zayzaktransport.com; we aim to reply within 2 working days. If you're not happy with our answer you can contact Transport for London, which licenses private hire chauffeurs and cars in London.