Clear terms. Confident journeys.

These terms govern customer accounts and private hire bookings accepted by Kuver Mobility Ltd, trading as KUVER, company number 12238987, registered address Basepoint, Metcalf Way, Crawley, RH11 7XX. Operator licensing authority: Crawley Borough Council Operator licence number: OP248 Contact: contact@kuver.co.uk | 01293 699909 | kuver.co.uk

You can request a journey through our available website, app or telephone booking channels. Availability depends on the journey, time, vehicle, passengers and luggage.

A quote or booking request is not a confirmed booking. Your booking is accepted when KUVER issues a booking reference and confirms the journey details. These terms and the charges disclosed before acceptance form part of your booking agreement. We will provide your confirmation in a form you can keep.

Please check the pickup address, destination, date, time, stops, passengers, luggage and any flight details. Notify us promptly if anything is incorrect. We explain any effect on availability or price before agreeing a change.

You must be at least 18 to create an account the relevant details. Provide accurate contact details, keep credentials confidential and use only payment methods you are authorised to use. Tell us promptly if your account may have been misused. We investigate disputed activity rather than automatically treating every account action as authorised by you.

If you book for someone else, ensure they receive the relevant booking instructions and these terms. Do not use our service for fraudulent bookings, harassment, unlawful activity or interference with our systems.

Before acceptance, we state whether the price is fixed or estimated, what it includes, and any applicable additional charges. Applicable taxes are included in consumer prices.

Changes to your requested route, stops, timing, passengers or luggage may change the price. We explain and agree relevant changes before proceeding where practicable. We do not increase an agreed fixed fare merely because ordinary traffic causes delay.

Waiting, parking, airport access, tolls, cancellation and no-show charges apply only as disclosed before acceptance and where lawful and fair. Voluntary tips are optional.

Accepted payment methods: Card, cash and approved business accounts. Payment is due the relevant details. Any temporary card authorisation is identified separately from a completed payment.

We issue a payment receipt after payment is successfully received. A booking confirmation, pending payment or card authorisation is not proof of payment. Failed payments may need to be resolved before we can fulfil a booking; we will explain the options.

Business credit accounts are subject to separately agreed payment terms.

Contact us as soon as you need to change or cancel a booking. Changes depend on availability. Cancellation takes effect when received through the website, app or telephone; we provide acknowledgement.

Cancellation schedule —

• Cancellation before one hour before pickup: full refund.
• Cancellation after one hour before pickup but before pickup: a £5 cancellation fee for card bookings.
• No-show: the relevant details.
• Prepaid amounts: the relevant details.

Any cancellation or no-show charge must be fair and proportionate and take account of costs saved or recovered. We explain the basis on request. No fee applies solely because you exercise a statutory remedy for our breach.

If we cannot provide your confirmed journey, we notify you as soon as reasonably possible. An alternative operator or materially different arrangement requires your agreement. If no acceptable alternative is agreed, we refund payment for the service not provided. Your statutory remedies remain available.

Be ready at the confirmed pickup place and time and keep your contact telephone available. We make reasonable efforts to contact you before recording a no-show.

Waiting schedule —

• Standard pickups: 10 minutes for local journeys and 30 minutes for airport journeys; additional waiting £0.10 per minute locally and £30 for each additional 30 minutes at airports.
• Airport pickups: waiting begins at the relevant details; 10 minutes for local journeys and 30 minutes for airport journeys; further waiting £0.10 per minute locally and £30 for each additional 30 minutes at airports.
• Airport parking/access: not included and payable separately where applicable.
• Delayed flights: the relevant details.

Supply accurate flight and terminal details and tell us about changes. Pickup arrangements and charges follow your confirmed terms; unlimited free waiting is not assumed.

Tell us passenger numbers, luggage and any assistance or vehicle requirements when booking so we can check a suitable arrangement. Vehicles must not exceed their lawful capacity. A particular vehicle model is supplied only if specifically agreed.

We comply with applicable equality and accessibility duties. No additional charge is made for assistance that must legally be provided without charge or for carrying an assistance dog. Any lawful driver medical exemption must be handled in accordance with the applicable rules and communicated appropriately.

Tell us about wheelchair dimensions, mobility equipment or assistance needs relevant to arranging the vehicle. You do not need to disclose unnecessary medical details. We confirm what assistance and vehicle arrangements are available.

Children must travel under the agreed safeguarding arrangements. the relevant details Follow applicable restraint requirements. If you need a child seat, request it in advance; we confirm availability and responsibility for providing it.

Treat drivers, passengers and staff respectfully. Threats, violence, discrimination, smoking, unlawful activity and conduct that creates an immediate safety risk are not permitted. Drivers may decline or end a journey where reasonably necessary for safety or legal compliance; any resulting charge will be assessed fairly.

You may be responsible for reasonable, evidenced cleaning or repair costs caused by your conduct beyond ordinary wear. We explain the evidence and calculation and provide a way to dispute the charge. We do not impose an undisclosed automatic penalty.

We provide services with reasonable care and skill. Estimated arrival or journey times can change because of traffic, weather or disruption. We tell you about significant changes where reasonably practicable.

Allow appropriate time for airport check-in and other connections. This does not remove our responsibility for failing to perform the agreed service with reasonable care and skill. KUVER is not an emergency service; call 999 in an emergency.

Contact us with your booking reference and a description of the issue. We investigate booking, service and payment complaints and explain our decision.

Refunds due are sent to the original payment method unless another lawful arrangement is agreed. We initiate approved refunds within the same day working days; your bank or provider may take additional time to show the funds.

If a service does not meet the contract, statutory remedies may include repeat performance or an appropriate price reduction/refund. Nothing in these terms removes those rights. Licensing concerns may also be raised with Crawley Borough Council. the relevant details

We are responsible for loss that is a foreseeable result of our breach of these terms or failure to exercise reasonable care and skill, subject to applicable law. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded or limited.

These consumer terms do not impose a general indemnity on passengers or waive statutory rights. Separate business-booking terms may apply where expressly agreed.

We may restrict accounts where reasonably necessary to investigate fraud, serious misuse or safety concerns. Where appropriate, we explain the reason and how to seek review. Immediate action may be necessary to protect people or systems.

You can request account closure by contacting us. Closure does not remove valid outstanding payment obligations or refund entitlements. Information retention is governed by our Privacy Policy.

Our website, app and branding are protected by applicable intellectual-property rights. You may use them for legitimate personal booking purposes. Do not attempt unauthorised access or misuse them.

Our Privacy Policy explains personal-data processing and our Cookie Policy explains device storage and tracking. Acceptance of these terms does not itself grant consent to optional marketing or cookies.

We may update these terms for future bookings and notify account holders of material changes where appropriate. Changes do not retrospectively alter an accepted booking without agreement or lawful justification.

These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and court rights available where they live. If a provision cannot be enforced, the remaining provisions continue to apply where legally possible.