Terms & Conditions
Welcome to JustGo Rides. These Terms & Conditions govern the use of our website, booking services and private hire transportation services.
By making a booking with JustGo Rides, you confirm that you have read, understood and agreed to these Terms & Conditions.
1. About JustGo Rides
“JustGo Rides”, “we”, “us” or “our” refers to JustGo Rides Ltd, trading from:
Suite 7, The Old Dispensary
30 Romford Road
London, E15 4BZ
United Kingdom
JustGo Rides Ltd is a licensed private hire vehicle operator in London.
Company Registration Number: 14965642
Our existing operator terms confirm that JustGo Rides acts as the principal responsible for fulfilling accepted private hire bookings.
2. Booking a Journey
Bookings may be made through our website, by telephone, email or other booking channels made available by JustGo Rides.
When making a booking, you must provide accurate information, including where applicable:
- Passenger name
- Valid telephone number
- Email address
- Number of passengers
- Number of luggage items
- Pick-up address
- Drop-off address
- Pick-up date and time
- Flight details for airport bookings
- Additional stops or special requirements
You are responsible for ensuring that all information supplied to us is correct.
Incorrect booking information may result in additional charges or our inability to complete the journey. Our existing terms require accurate passenger, luggage, address and flight information for the service to be provided correctly.
3. Booking Confirmation
A booking is confirmed when JustGo Rides accepts the booking and provides booking confirmation.
Where applicable, confirmation may be sent by email or SMS.
We reserve the right to decline a booking where the required vehicle or service is unavailable.
4. Fares
Fares are quoted on a per-vehicle basis unless otherwise stated.
The fare may depend on factors including:
- Pick-up location
- Destination
- Vehicle type
- Number of passengers
- Luggage requirements
- Waiting time
- Additional stops
- Applicable airport, parking, toll or congestion charges
The fare displayed or quoted at the time of booking is based on the information supplied by the customer.
If the journey changes after booking, the final fare may be adjusted where additional services, stops, waiting time or other applicable charges are incurred.
5. Additional Charges and Surcharges
Additional charges or surcharges may apply in certain circumstances, depending on the journey, vehicle type and services required.
Parking Surcharge
- £15 for the first additional 30-minute parking period.
- £20 for each subsequent 30-minute period.
Waiting Surcharge
- £5 for the first additional 15-minute waiting period.
- £10 for each subsequent 15-minute period.
Cleaning Surcharge
A cleaning surcharge of up to £100 per vehicle may apply if additional cleaning is required due to passenger-related mess, spills or other excessive soiling.
Intermediate Stop Surcharge
Additional charges may apply for intermediate stops, depending on the vehicle type and journey itinerary.
Additional Distance Surcharge
Additional charges may apply if the journey distance increases beyond the originally agreed itinerary. The surcharge will depend on the vehicle type and additional distance travelled.
Payment of Parking and Waiting Charges
Where parking or waiting surcharges are incurred, the customer must pay the applicable charges directly to the driver at the time they arise.
Any applicable additional charges will be communicated to the customer where reasonably possible.
6. Payment
JustGo Rides accepts the following payment methods where available:
Stripe
Customers may pay securely online using our Stripe payment facility. Payment information entered through the payment process is handled by Stripe and may be subject to Stripe’s own terms and privacy policy.
Credit Card on Pickup
Where this option is available, customers may pay by credit card at the time of pickup or as instructed by our booking team.
A booking may not be completed if the selected payment method is declined or otherwise unavailable.
A payment receipt may be provided electronically where applicable.
7. Cancellation Policy
JustGo Rides aims to provide a fair and transparent cancellation policy for all customers.
- Free Cancellation: Customers may cancel their booking free of charge up to 48 hours before the scheduled pickup time.
- Cancellation 5–48 Hours Before Pickup: A cancellation fee of 30% of the total booking amount will apply.
- Cancellation Within 5 Hours of Pickup: A cancellation fee of 50% of the total booking amount will apply.
- No-Show Policy: If a customer fails to arrive at the agreed pickup location or fails to notify us of their cancellation, a no-show charge of 100% of the total booking amount will apply.
Where a payment has already been made, any eligible refund will be processed in accordance with our Refund Policy, after deducting any applicable cancellation charges.
Customers are encouraged to cancel as early as possible to allow us to make the vehicle and driver available for other bookings.
Free cancellation up to: 48 hours before pickup
Cancellation charge: 30% for cancellations 5–48 hours before pickup; 50% for cancellations within 5 hours of pickup
No-show charge: 100% of the total booking amount
Other: Cancellation requests must be submitted through our contact form,by whatsapp, by email, or by phone. Any eligible refunds will be processed in accordance with our Refund Policy.
8. Changes to a Booking
Customers who need to change their:
- Pick-up time
- Pick-up address
- Destination
- Number of passengers
- Number of luggage items
- Flight details
- Additional stops
should contact JustGo Rides as soon as possible.
Changes are subject to vehicle and driver availability and may result in a revised fare.
For airport bookings, customers should provide accurate flight information so that we can monitor the flight and coordinate the pickup.
9. Airport Pick-Up
Airport bookings may include a meet-and-greet service where specified at the time of booking.
Customers must provide a valid telephone number and correct flight information.
Where flight information is provided, JustGo Rides may monitor the flight and adjust the pickup arrangements where reasonably possible.
Customers experiencing significant flight delays should contact JustGo Rides as soon as possible.
Airport waiting arrangements may vary depending on the airport, booking type and circumstances. Any applicable waiting or parking charges will be communicated where possible.
10. Non-Airport Pick-Up
For non-airport pickups, customers should be ready at the agreed pickup location and time.
If the passenger is not available, the driver may wait for a reasonable period and attempt to contact the passenger.
Additional waiting charges may apply where the customer requests or agrees to additional waiting time.
11. Passenger No-Show
A passenger may be considered a no-show where the driver has arrived at the agreed pickup location, the agreed waiting period has elapsed and reasonable attempts have been made to contact the passenger.
Where a no-show occurs, JustGo Rides may treat the booking as completed or cancelled due to passenger non-attendance, subject to the circumstances of the booking.
Where a payment has already been made, any refund will be considered in accordance with our Refund Policy.
12. Luggage and Vehicle Capacity
Customers must provide accurate luggage information when booking.
The amount of luggage must not exceed the capacity of the selected vehicle.
If the passenger arrives with substantially more luggage than the booked vehicle can safely accommodate, we may be unable to complete the journey.
Customers should contact JustGo Rides before booking if they are unsure which vehicle is suitable for their luggage requirements.
13. Additional Stops
Any additional stops or special routes should be requested during the booking process.
If a customer requests additional stops after the booking has been confirmed, the request will be subject to availability and may result in an additional charge.
14. Child and Baby Seats
Customers requiring a child or baby seat should request one when making the booking.
Child or baby seats are subject to availability and may carry an additional charge.
15. Pets
Customers travelling with pets must inform JustGo Rides before making the booking.
Pet transportation is subject to vehicle and driver availability and applicable requirements.
16. Passenger Behaviour
Passengers and members of their party must behave reasonably and respectfully towards the driver and other road users.
We reserve the right to refuse or terminate a journey where a passenger’s behaviour:
- Creates a safety risk;
- Is threatening, abusive or disruptive;
- Causes damage to the vehicle;
- Involves unlawful conduct; or
- Materially interferes with the driver’s ability to safely operate the vehicle.
Where a journey is terminated because of serious passenger misconduct, the customer may remain responsible for applicable charges and any damage or cleaning costs.
17. Vehicle Damage and Cleaning
Customers are responsible for the reasonable cost of repairing damage or carrying out additional cleaning caused by them or members of their party, where the damage or cleaning is beyond normal wear and tear.
This may include damage caused by food, drink, pets, excessive dirt, vomiting or other misuse of the vehicle.
18. Driver and Vehicle
Journeys are fulfilled using appropriately licensed private hire vehicles and drivers in accordance with applicable requirements.
Our driver terms require drivers to maintain appropriate licences, vehicle documentation, insurance and vehicle standards.
19. Delays and Events Outside Our Control
We will make reasonable efforts to fulfil accepted bookings.
However, circumstances outside our reasonable control may affect a journey, including:
- Severe weather
- Road closures
- Traffic incidents
- Accidents
- Vehicle breakdown
- Industrial action
- Emergency situations
- Government or regulatory restrictions
- Other unforeseen circumstances
Where reasonably possible, we will notify customers of significant changes or delays.
20. Complaints
If you experience a problem with your journey, please contact JustGo Rides as soon as possible.
Where possible, complaints should be submitted within 14 days of the journey so that we can investigate the matter effectively.
Our existing terms provide for customer complaints to be made directly to JustGo Rides.
21. Lost Property
If you leave personal belongings in a vehicle, please contact JustGo Rides as soon as possible.
We will make reasonable efforts to assist in recovering lost property, but we cannot guarantee recovery of any item.
22. Privacy
We collect and use personal information in accordance with our Privacy Policy.
Booking information may be shared with the driver where necessary to fulfil the journey. Our existing terms state that customer information is used for fulfilling the journey and is not otherwise shared with third parties without consent, subject to applicable legal requirements.
23. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, legal requirements, regulatory requirements or business practices.
The latest version will be published on our website.
Where appropriate, customers with existing bookings may be notified of material changes affecting their booking.
24. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the applicable courts of England and Wales, subject to any mandatory rights available to consumers under applicable law.
25. Contact Us
JustGo Rides Ltd
Suite 7, The Old Dispensary
30 Romford Road
London, E15 4BZ
United Kingdom
Email: support@justgoridesltd.com
Company Registration Number: 14965642
Last Updated: 29 September 2026
