Terms of Service

What changed on 25 September 2026

• New section on your account and emailed sign-in links (section 2).
• Addresses must be a specific place; for airport journeys we ask for a flight number (section 3).
• Paying with your ZeroLanes balance, split fares, tips, invoices and trip PDFs (section 5).
• What happens to balance you used when you cancel (section 6).
• Assistance dog refusals can be reported to us (section 7).
• New section on chatting with and calling your driver (section 8).
• Cashback and the ZeroLanes balance replace reward points (section 9).
• New section on ZeroLanes Pro membership (section 10).
• New section on company accounts and their limits (section 11).
• Lost property: how items are held and returned (section 13).

1. Who these terms are between

These terms are between you and ZeroLanes. They apply when you book a journey through zerolanes.co.uk or the ZeroLanes app, and when you use your account, your ZeroLanes balance or ZeroLanes Pro. By confirming a booking you accept them.

Under review. The contracting party named in this clause, and the licences held by that party, are being confirmed with our advisers. This draft will not be published as final until they are.

2. Your account

You must be 18 or over to have an account and to book. Keep your sign-in details to yourself; you are responsible for what is done through your account.

You can sign in with your password or ask us to email you a sign-in link. A sign-in link works once, stops working after 15 minutes, and asking for a new one cancels the last. If you have two-step sign-in switched on, we still ask for your code. Links in our emails may open the ZeroLanes app if you have it installed.

3. Booking a journey

You give us a pickup, a destination, a date and time, the number of passengers and bags, and the class of car you want. We quote you a price. A booking is made when you confirm it and your payment is accepted, and you will get a booking reference.

You are responsible for the accuracy of what you enter, including the address and the time. The pickup and destination must each be a specific place a driver can stop at, such as a street address, a full postcode, a station or a named building. A whole town, city, area or part postcode is not accepted.

When the pickup or the destination is an airport, we ask for a flight number. It is not required, but we strongly suggest it: we use it to plan the journey around your flight and, where we can, to follow your flight so that a late landing is taken into account.

4. The price

The price we quote is fixed at the moment you book. It includes VAT. It does not change afterwards for traffic, for a longer route, or for a journey that takes longer than estimated. A quote you do not confirm is held for 30 minutes and then expires.

Charges beyond the fare, such as a toll or a parking fee at an airport, are included in the quoted price unless we tell you otherwise before you book. Waiting time beyond the free period, and any cleaning charge after damage or soiling, are the only things that can be charged in addition, and we will tell you before we do.

A cleaning charge is only possible if your driver reports, within 24 hours of the end of your journey, that the car was left needing cleaning, and a member of our team agrees it after looking at the report, any photos and the journey. It is never more than the maximum cleaning charge we set. If it is agreed, we email you, and message you in your account if you have one, with what was reported, the amount and the photos. We never take it from the card you booked with: you pay it through a secure link. If you think it is wrong, tell us before you pay and we will look at it again. If we withdraw it there is nothing to pay, and if you have already paid we refund it.

5. Paying

For a journey within a week we place a hold on your card when you book, and take the payment after you have travelled. For a journey more than a week away we save your card and take the authorisation about a week before you travel. Card details are entered with our payment processor and never reach ZeroLanes.

If a payment fails we will contact you with a link to fix it. If it is not resolved before the journey we may cancel the booking.

Where it is offered, you can put your ZeroLanes balance towards a journey when you book (see section 9). At least £1 of every journey is always paid by card.

If you split a fare, each person you add gets their own link to pay their share. Any share still unpaid at the pickup time is paid by you, as the person who booked.

Tips are always your choice. We never take one unless you press Tip, and the whole tip goes to your driver.

Receipts and invoices for your journeys are available from your account, and you can download your trip history as a PDF, with or without each journey’s invoice.

6. Changing or cancelling

Cancellation is free more than 24 hours before your pickup time. Between 12 and 24 hours before it, 50% of the fare is charged. Under 12 hours before it, the full fare is charged, because by that point the car and driver are held for you and the slot cannot be filled. Those charges apply only once a driver is assigned to your journey: until then, and for 5 minutes after you book, cancelling is free. Under 12 hours before pickup, it is also free for 30 minutes after a driver is assigned. The site tells you which applies, and exactly what it will cost, before you confirm the cancellation.

If you used your ZeroLanes balance on the journey, it comes back to your balance in full when the cancellation is free, and in proportion when part of the fare is charged.

Your driver waits 15 minutes after the booked time, or after they arrive if that is later. If they cannot collect you, and you cannot be reached in that time, the journey is treated as a no-show and the fare is charged.

We may cancel a booking if we cannot arrange a car, if the journey cannot be carried out safely or lawfully, or if payment cannot be taken. If we cancel and it is not your fault, you are not charged.

7. On the journey

Please be ready at the pickup point at the time you booked. Only the number of passengers and bags on the booking can travel; if more turn up, the car may not be able to take them.

Seat belts must be worn. Smoking, including vaping, is not permitted. Assistance dogs are always welcome. Other animals should be arranged in advance. If a driver refuses to carry your assistance dog, report it to us from your account or the app and we will look into it.

A driver may end a journey where a passenger is abusive, threatening, or behaving in a way that makes the journey unsafe. In that case the fare remains payable.

8. Chatting with and calling your driver

Once a driver is assigned, you and your driver can message each other on the journey page. The chat stays open until two hours after the journey ends. Phone numbers and email addresses are taken out of messages before they are saved, and our team can read every chat and may join it.

Where in-app calling is available, you and your driver can also call each other from the journey page, from when the driver is assigned until 30 minutes after the journey ends. Neither of you sees the other’s number. If the call is not answered in the app, it may ring the other person’s phone, which shows a ZeroLanes number. Calls are not recorded.

Use chat and calls only for your journey. Be polite, do not send anything abusive, threatening or unlawful, and do not use them to arrange journeys outside ZeroLanes.

9. Cashback and your ZeroLanes balance

Where cashback is switched on, a percentage of what your card paid for a completed journey is added to your ZeroLanes balance once the payment has been taken. The percentage, any monthly limit and any expiry date are shown in your account. Cashback is not earned on balance you spent, and if a journey is refunded, the matching share of its cashback is taken back. Unused cashback that has an expiry date is removed from your balance when it expires.

Your balance is ride credit only. It can only be put towards ZeroLanes journeys, up to the share of a fare shown when you book. It is not money you have paid in, it cannot be paid out as cash, and it cannot be transferred to anyone else. There are no reward points.

10. ZeroLanes Pro

ZeroLanes Pro is a paid membership, taken monthly or yearly by card through our payment processor. The price and the perks included are set on the Pro page when you join. You keep the price you joined at for as long as you stay subscribed without a break.

The perks can include member prices on the journey fare, double cashback, a free extra (one child seat or one extra bag) on a journey, longer free waiting at airports, your favourite drivers being offered your journeys first, priority support, a welcome credit (once per customer, ever), an anniversary credit for each full year of continuous membership, a Pro badge, and sharing some perks with one other person you invite. Only the perks shown on the Pro page apply. Credits go to your ZeroLanes balance and follow the rules in section 9.

Your membership renews automatically until you cancel. You can cancel at any time from your account: it stops at the end of the period you have paid for, and your perks last until then. If a renewal payment fails, your perks pause until it is paid, and we tell you.

11. Company accounts

If you book on a company account, the company’s travel policy applies. It can limit which classes of car may be booked, how much one journey may cost, and how much the account may spend in a month. A booking that falls outside the policy cannot be confirmed. Journeys on the account are billed to the company, which receives invoices and monthly statements.

12. Delays and things outside anyone’s control

We plan journeys with a realistic allowance for the route and the time of day, but we cannot guarantee an arrival time. We are not responsible for a missed flight, train or appointment caused by traffic, weather, road closures or other events outside our control. Please allow time accordingly.

13. Lost property

Tell us as soon as you notice something is missing and we will try to recover it. If it is found, we record who has it at each step, and offer you collection by arrangement free of charge or, where available, delivery to an address you choose for a price shown before you pay. Found items are held for a set period, and we remind you before it ends. Items of value and identity documents may be passed to the police or the issuing authority instead. We cannot accept responsibility for property left in a car.

14. Our responsibility to you

We provide the journey with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Subject to that, our liability for a booking is limited to the price of that booking.

Nothing here affects your statutory rights as a consumer.

15. Complaints

Tell us and we will look into it. Email support@zerolanes.co.uk with your booking reference, or message us from your account.

16. Changes to these terms

We may update these terms. The version that applies to your booking is the one published when you made it.

17. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.