Terms of service

Zayzak Transport arranges and provides private hire journeys with chauffeurs who hold private hire driver licences. When you book with us, your contract for the journey is with Zayzak Transport UK Ltd, trading as Zayzak Transport, the private hire operator that accepts your booking.

Business

Zayzak Transport UK Ltd, trading as Zayzak Transport

Company number

17179147 (registered in England and Wales)

Registered office

21a Beverley Road, London E4 9PL

ICO registration

ZC269915

Phone (complaints and urgent problems, 24 hours)

020 3886 1965

Email

support@zayzaktransport.com

Our chauffeurs hold private hire driver licences and drive licensed private hire vehicles. Many are self-employed and work with us as partners, but we are responsible to you for arranging and providing the journey you booked.

We act for ourselves in this contract, not as an agent for the chauffeur: we accept your booking, set the price, take your payment, and are responsible to you for providing the journey. The chauffeur we send provides the journey on our behalf.

You can book a ride for now ("Ride now"), for a set date and time, or by the hour. Before you book we show you the vehicle class, the route and the full price.

Your booking is confirmed when we email you a confirmation with a booking reference. If card payment is needed, the booking is only confirmed once the payment has gone through. A card booking that isn't paid within 30 minutes is released automatically and you are not charged.

• Please give accurate pickup and drop-off addresses, times, flight numbers and contact details. We rely on them to get your chauffeur to the right place.
• If you book for someone else, you confirm you have their permission to share their details with us, and you're responsible for them knowing these terms.
• Each vehicle class has a maximum number of passengers and bags. For safety, your chauffeur can't take more than the vehicle allows.
• We don't currently provide child seats. If you bring your own, please make sure it suits the child and is fitted correctly.
• We may decline a booking, for example if it's outside the area we serve or we can't provide it safely.

When a chauffeur accepts your ride, your ride page (and, if you turn them on, your notifications) shows their first name, photo, rating, the car's make, model and colour, and its number plate. Please check the number plate before you get in. If it doesn't match, don't get in, and tell us from your ride page.

Your ride page shows a live map of your chauffeur's car and lets you message or call them. The arrival times and distances we show are estimates.

We only offer "Ride now" when a chauffeur with the right class of car is free and online within 20 miles of your pickup. The travel time we show is an estimate.

After you book, we offer your ride to nearby chauffeurs. If no chauffeur has accepted it within 10 minutes, we cancel it automatically and refund you in full.

Every ride has a fixed price, shown before you book. It is the total you pay for the journey you booked: there is no meter, and once you have booked it doesn't change because of traffic or a slower journey. For Ride now, the price can include a busy-time increase or a quiet-time saving, depending on how many chauffeurs are free near you; if it does, you see it as its own line before you book. Rides booked for a set time are never charged extra for busy times.

• You pay by debit or credit card when you book, with Zayzak wallet points, or with both. Card payments are processed by our payment provider, SumUp. We never see or store your full card number.
• We don't take cash, and our chauffeurs can't accept it for a ride.
• Business accounts that we've approved for monthly invoicing pay by the invoice we send instead of at booking.
• You can change a booked ride's addresses, pickup time, flight number or notes from your ride page up to an hour before pickup (for a ride now, the drop-off and notes). You see the new price before you confirm: if it costs more you pay the difference by card first; if it costs less the difference is refunded automatically. A new pickup time on its own doesn't change the price. For anything else, such as extra stops or hours, contact us. Your chauffeur can't agree changes on the spot.
• Hourly bookings include the hours and mileage shown when you book.
• The price includes costs your chauffeur pays to do the journey, and shows them as lines before you book: a £1 pickup fee on every ride, £2 when the pickup or drop-off is in Central London (the Congestion Charge zone), and airport charges (the airport's drop-off charge when we drop you at a terminal, and short-stay parking when we meet you there). They're part of the price, not added on top, and go to your chauffeur in full.
• If you're signed in, you can save a card on your account (it's kept by SumUp, not us). If you do, paid waiting time on rides booked from your account is charged to it automatically when the ride ends, and we email you each time. A cleaning or damage charge is only taken from it when you confirm on your ride page. Nothing else is charged to it, and you can remove it at any time.
• One offer code can be used per booking. Offer codes can only be used as described when they're issued, can't be exchanged for cash, and may be withdrawn at any time.

Our chauffeurs can share a personal Zayzak card with a QR code and a short code. If you're new to Zayzak and book with a chauffeur's code, you get £5 off your first ride.

• It's for your first Zayzak ride only. It can't be used if you already have a booking or ride with us under the same email address or account (cancelled or unpaid bookings don't count).
• Chauffeurs can't use their own code.
• It can't be combined with another offer code on the same booking, and it can't be exchanged for cash.
• Zayzak pays for the discount, and the chauffeur who shared the code is rewarded for bringing you to Zayzak. This doesn't change your price, and you don't have to ride with that chauffeur. Your second ride onwards is at the normal price.
• We may withdraw a code, or the offer, if it's misused.

• Each completed ride you book while signed in earns 1 point, as long as your account has your first name, last name and mobile number. 1 point is worth £1 off a Zayzak ride.
• You can use points once your wallet holds at least 10. Pay for a ride with points, a card, or both.
• Points expire 365 days after you earn them. Your wallet shows when.
• Points are a reward, not money: they can't be withdrawn, exchanged for cash, or moved to someone else's wallet. Each account has its own wallet.
• Points used on a ride that's refunded go back to your wallet. We may remove points earned through misuse.

Waiting is free for the first 10 minutes (15 minutes for business accounts, 60 minutes at airport pickups), counted from your booked pickup time or from when your chauffeur arrives, whichever is later. After that, each full minute until you're on board is charged:

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

up to 60 minutes. All of it goes to your chauffeur. Your ride page shows the waiting time counting live, and it's added to your receipt. If you've saved a card on your account it's paid automatically when the ride ends; otherwise pay it by card from your ride page after pickup. You can book your next ride once it's paid. Waiting is only charged at the pickup, never at your drop-off, and there's no waiting charge on hourly hire, which already pays for your chauffeur's time.

If your flight number is on the booking, your chauffeur checks it and plans the pickup around your actual landing time.

If you haven't met your chauffeur and they can't reach you by phone or message after the free waiting time, they may leave. The ride is then a no-show: the late-cancellation fee (see below) and the waiting time are charged, and the rest of what you paid is refunded automatically. If you think a no-show was recorded wrongly, tell us and we'll look into it.

You can cancel from your ride page (the link in your confirmation email). See our cancellation policy for full details. In short:

• Cancelling before a chauffeur has accepted your ride is always free.
• Rides booked for a set time: free up to 1 hour before pickup.
• "Ride now": free within 2 minutes of a chauffeur accepting.
• Later than that, a fixed fee is kept for your chauffeur (£3.90 for Standard Saloon, MPV; £8.00 for Executive Saloon, Executive SUV, Business Van; the same for "Ride now" and booked rides, and never more than you paid), plus any paid waiting time if they had already arrived. The rest is refunded automatically. The cancellation policy has a calculator that shows the exact amount.
• The fee is waived if your chauffeur is more than 5 minutes later than the time they promised.

If we have to cancel your ride, or your chauffeur doesn't arrive, you get a full refund. You can report a chauffeur who hasn't arrived from your ride page. For rides booked for a set time, if we still haven't confirmed a chauffeur 15 minutes after your pickup time, we cancel automatically and refund you in full.

Refunds go back to the card you paid with, and any wallet points you used go back to your wallet. Card refunds usually appear within 3 to 5 working days, depending on your bank.

Tips are optional and never expected. After a completed ride you can add a tip on your ride page, up to 7 days after the ride, by card. You can choose £2, £5, £10 or another amount between £1 and £100.

All of your tip goes to your chauffeur: Zayzak doesn't keep any of it. One tip can be added per ride. Because a tip is a gift, it isn't refundable once paid, unless it was taken by mistake (for example charged twice). If that happens, tell us and we'll refund it.

• Please wear a seat belt, and don't smoke or vape in the vehicle.
• Treat your chauffeur and the vehicle with respect. Your chauffeur may refuse or end a ride if a passenger is abusive, violent, or puts anyone's safety at risk. No refund is due in that case.
• If a passenger damages or badly soils the vehicle, we may ask you to pay the reasonable cost of cleaning or repair. We'll show you evidence and explain the cost first.
• Please check you have everything when you leave the car. If you've left something behind, tell us from your ride page or by email and we'll try to reunite you with it, but we can't be responsible for items left in vehicles.

We plan every journey to get you there on time, but we can't control traffic, road closures, weather, accidents or airport delays. Please allow enough time, especially for flights and trains. We aren't responsible for delays or losses caused by events outside our reasonable control, but we'll do what we reasonably can to help.

We provide our service with reasonable care and skill. If we don't, we're responsible for loss or damage you suffer that was a foreseeable result of our failure. We're not responsible for loss that wasn't foreseeable.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit. Nothing here affects your statutory rights as a consumer.

If you book for business purposes, our total liability for any booking is limited to the price of that booking, except where the law doesn't allow this.

You sign in with a one-time code sent to your email, or with Google. Keep access to your email secure, as anyone who can read it can sign in to your account. We may suspend accounts that are used fraudulently or to abuse our chauffeurs or service.

If something went wrong, use Get help on your ride page, or email complaints@zayzaktransport.com. Tell us your booking reference and what happened. We aim to reply within 5 working days. If we can't resolve a complaint about a journey, you can also contact Transport for London, which licenses London private hire operators, drivers and vehicles.

We may update these terms, for example when our service or the law changes. The terms shown when you booked apply to that booking. The date at the top shows when they last changed.

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.