Terms of Service

1 About these terms

These Terms of Service govern your use of the SoftiBuild Taxi private hire platform including the rider app, driver app, operator dashboard and any associated websites or APIs.

By creating an account or using the platform, you confirm you are at least 18 years old and have the legal capacity to enter into a binding agreement.

We may update these terms from time to time. We will give you at least 14 days notice of material changes. Continued use after changes take effect constitutes acceptance.

2 The platform

SoftiBuild Taxi is a technology platform that connects passengers with licensed private hire vehicle (PHV) operators and drivers. We are not a PHV operator ourselves.

All bookings made through this platform are made with the licensed operator assigned to your zone. The contract for the journey is between you and the operator — not with SoftiBuild Taxi.

All vehicles on the platform are licensed by their respective local authority. Drivers hold valid PHV driver licences. Operators hold valid PHV operator licences.

3 Rider terms

Bookings

• All bookings are pre-booked private hire. Vehicles cannot be hailed on the street.
• You must provide accurate pickup and destination information.
• You are responsible for being ready at your pickup location at the agreed time.
• You may add stops or change your destination during a trip. Additional charges may apply.

Conduct

• You must treat drivers with respect. Abusive behaviour will result in account suspension.
• You are responsible for any damage caused to a vehicle during your journey.
• You must not request journeys for illegal purposes.
• You must not ask drivers to exceed speed limits or break traffic law.

Waiting time

Drivers allow a 2-minute grace period after arrival at no charge. Waiting time is charged at the licensed rate (currently £0.20 per minute) after this period.

4 Driver terms

• You must keep your licence, DBS certificate, MOT and insurance documents current and uploaded to the platform.
• You must only operate the vehicle registered to your driver account.
• You must treat passengers with courtesy and professionalism at all times.
• You must follow the most direct and appropriate route to the destination.
• You must not accept cash for a booking that was placed as a card booking without operator approval.
• You are responsible for declaring your earnings to HMRC. Weekly payment statements are available in your dashboard.
• You may flag passengers using the private preference system. This must not be used to discriminate on protected characteristics under the Equality Act 2010.

5 Operator terms

• Operators must hold a valid PHV operator licence from their local authority at all times.
• Operators are responsible for ensuring all drivers they onboard hold valid licences and documentation.
• Operators agree to the commission rate agreed at signup (default 12% on card transactions).
• Operators must not use the platform to dispatch unlicensed drivers or vehicles.
• Operators are responsible for their drivers' conduct. Repeated misconduct complaints may result in operator suspension.
• Operators agree to the platform's fare calculation using the licensed tariff rates for their area.

6 Payments and fares

Fares are calculated using the licensed PHV tariff rates applicable to the operator's area. Estimates are provided before booking — final fares may differ due to route changes, waiting time or traffic.

Card payments

Card payments are processed by Stripe. By providing card details you authorise the charge of the final fare on completion of the journey.

Cash payments

Cash journeys are paid directly to the driver. The platform records the transaction for operator accounting purposes.

Refunds

Refund requests must be submitted within 7 days of the journey. Refunds are at the operator's discretion for completed journeys. Journeys cancelled before the driver departs are fully refunded.

7 Cancellations

• Before driver dispatch: Free cancellation at any time.
• After driver accepts: Free cancellation within 2 minutes of acceptance.
• After 2 minutes: A cancellation fee may apply at the operator's discretion.
• Driver no-show: If a driver fails to arrive, you will not be charged and may rebook.

8 Ratings and conduct

Both riders and drivers can rate each journey. Ratings are used to maintain service quality across the platform.

The platform operates a private preference flag system. Riders and drivers can privately flag that they prefer not to be matched again. These flags are never disclosed to the other party and do not affect public ratings.

Accounts with persistent low ratings or conduct reports may be suspended pending review.

9 Liability

SoftiBuild Taxi is a technology intermediary. The contract for each journey is between the passenger and the licensed operator.

We accept no liability for:

• The conduct of drivers or passengers
• Delays caused by traffic, weather or events outside our control
• Loss of property left in a vehicle
• Indirect or consequential losses arising from use of the platform

Our total liability to you for any claim arising from these terms is limited to the value of the journey in question.

Nothing in these terms limits liability for death, personal injury caused by negligence, or any other liability that cannot lawfully be excluded.

10 Termination

You may close your account at any time by contacting us at hello@softibuild.com.

We may suspend or terminate your account immediately if you:

• Breach these terms
• Engage in fraudulent activity
• Harass or threaten other users
• Operate without a valid licence (drivers and operators)
• Provide false information during registration

11 Governing law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12 Contact