1. Acceptance of Terms
By booking or using HERWAY's taxi services ("Services"), you agree to be bound by these Terms of Service. If you do not agree to these terms, do not use our services. HERWAY reserves the right to update these terms at any time, with changes effective upon posting to the website.
2. Description of Services
HERWAY provides the following services:
- Point-to-point private hire taxi services
- Airport transfers
- School run transportation
HERWAY operates a women-by-women, female-first model. Services are primarily assigned to professional female drivers, with vetted male drivers used only when requested by the customer or where operationally required.
3. Booking & Reservation
3.1 How to Book
You may book services through:
- Our web-based contact form
- WhatsApp messaging
- Phone contact
3.2 Booking Information
When booking, you must provide:
- Your name and contact details
- Accurate pickup location and destination
- Preferred date and time
- Number of passengers
- Any special requirements (children, accessibility needs, etc.)
You are responsible for the accuracy of information provided. Inaccurate information may result in service delays or cancellation.
3.3 Quote & Confirmation
Upon receiving your booking request, we will provide a quote within 30 minutes. The quote is an estimate and the final fare may vary based on actual distances and conditions. Once you confirm your booking, a confirmation will be sent with driver details.
3.4 Booking Cancellation
- Free Cancellation: Up to 2 hours before scheduled pickup time
- Cancellation Fee: 50% of estimated fare for cancellations within 2 hours of pickup
- No-Show Charges: Full fare charged if you are not ready at pickup location 10 minutes after driver arrival
4. Pricing & Payment
4.1 Pricing
Pricing is based on:
- Distance traveled
- Time of day/night
- Day of week
- Additional charges (airport parking, waiting time, etc.)
4.2 Payment Methods
We accept:
- Credit and debit cards (Visa, Mastercard, American Express)
- Bank transfers
- Payment on account for regular customers
4.3 Payment Timing
Payment must be made upon completion of service unless prior arrangements have been agreed in writing.
4.4 Disputed Charges
If you dispute a charge, contact us within 7 days. We will investigate and respond within 14 days.
5. Passenger Responsibilities & Conduct
5.1 Special Circumstances - Disclosure Required
You MUST disclose and confirm the following at booking time:
- Male passengers: If any male passenger will be traveling
- Children: Number and ages of any children traveling
- Accessibility needs: Any special accessibility or health requirements
- Luggage/cargo: Unusually large quantities of luggage
Failure to disclose will result in driver having the right to cancel with no refund.
5.2 Passenger Conduct Standards
Passengers must:
- Be ready at the pickup location at the scheduled time
- Treat the driver and vehicle with respect
- Not smoke, use drugs, or consume alcohol in the vehicle
- Not eat messy foods or drink (except water)
- Keep the vehicle clean and not damage property
- Not engage in abusive, offensive, or threatening behavior
- Follow all safety instructions from the driver
- Use seatbelts at all times
- Not attempt to override driver decisions regarding routing or safety
5.3 Right to Refuse or Cancel
HERWAY drivers have the absolute right to refuse or cancel any trip if:
- Passenger appears intoxicated or under the influence of drugs
- Passenger engages in harassment, abusive, or threatening behavior
- Passenger refuses to wear a seatbelt
- Undisclosed male passenger or others attempt to board
- Undisclosed children are present without appropriate car seats
- Vehicle or driver safety is at risk
- Passenger violates the conduct standards above
No refund will be issued if the driver cancels due to passenger conduct.
5.4 Child Safety
- Car seats are required for children under 135cm or under 12 years old
- Appropriate car seats must be available (you may provide or we can arrange)
- At least one adult passenger (18+) must accompany children
- Children cannot be left unattended in the vehicle
5.5 Accessibility Support
We welcome all passengers and provide accessibility support including:
- Wheelchair accessible vehicles available
- Assistance animals (guide dogs, etc.) always welcomed
- Extra time for boarding/alighting if needed
- Support for passengers with mobility or sensory needs
6. Liability & Limitations
6.1 Our Liability
We are liable for:
- Death or personal injury caused by our negligence
- Any liability that cannot be excluded or limited by law
6.2 Limitations on Liability
We are NOT liable for:
- Loss of earnings, profit, or business opportunities
- Loss or damage to personal belongings (use vehicle at your own risk)
- Indirect, consequential, or incidental damage
- Delays caused by traffic, accidents, or circumstances beyond our control
- Third-party actions or conduct
- Service interruptions due to technical issues
6.3 Your Liability
You are liable for:
- Damage to the vehicle caused by your actions or negligence
- Loss of items left in the vehicle (we will attempt recovery but make no guarantee)
- Violation of conduct standards
7. Lost Property
- Check the vehicle immediately after your journey
- Report lost items within 24 hours
- We will hold items for 30 days
- Return delivery may be arranged for a fee
- We make no guarantee regarding recovery or return
8. Insurance & Safety
- All vehicles are fully insured with comprehensive cover
- Insurance covers passenger accident liability
- Drivers are trained professionals with valid licenses
- Vehicles are regularly maintained and inspected
- GPS tracking available for safety purposes
9. Complaints & Dispute Resolution
9.1 Complaints Process
- Contact us within 7 days of the incident
- Provide details: booking reference, date, time, issue
- We will investigate and respond within 14 days
- If unresolved, escalate to management review (within 30 days)
9.2 Dispute Resolution
Disputes will be resolved through:
- Good faith negotiation
- Mediation (if negotiation fails)
- Legal proceedings as last resort
9.3 Governing Law
These terms are governed by and construed in accordance with the laws of England and Wales. Courts of England and Wales have jurisdiction.
10. Driver Terms & Conduct
10.1 Driver Standards
All HERWAY drivers:
- Are fully licensed and insured
- Have passed Enhanced DBS background checks
- Maintain current vehicle insurance and MOT
- Meet professional conduct standards
- Respect passenger privacy and confidentiality
10.2 Driver Conduct
Drivers must:
- Maintain professional appearance and behavior
- Not engage in harassment or inappropriate conduct
- Respect passenger safety and privacy
- Follow agreed routes unless passenger directs otherwise
- Not smoke, drink, or use drugs while working
- Maintain vehicle cleanliness and functionality
10.3 Right to Report
If a driver violates conduct standards, passengers may report:
We investigate all complaints and take appropriate action.
11. Indemnification
You agree to indemnify and hold harmless HERWAY, its employees, and agents from any claims, damages, or expenses arising from:
- Your breach of these terms
- Your violation of applicable laws
- Your conduct or negligence
- Your use of the services
12. Severability
If any term of these Terms of Service is found invalid or unenforceable, that term will be removed and the remaining terms will continue in effect.