1. Terms and Conditions Overview
These Terms and Conditions (the “Terms”) set out the legal agreement between you and HOI & KI LTD (“we”, “us”, or “our”) when you access our website at https://hoi-ki.site, contact us to enquire about a journey, or use any of our taxi and transportation services, including local journeys, airport transfers, station pickups, pre-booked rides, business travel and everyday passenger transport within the United Kingdom.
These Terms apply to all visitors, clients, businesses and other users of our services. They are intended to promote clarity, safety, fairness and reliability for everyone involved. If you do not agree with any part of these Terms, you must not book or use our services or continue to use our website.
2. Acceptance of Terms
By booking a journey with us by phone, email, online enquiry, or any other communication method, or by accessing and using our website, you confirm that:
- you have read and understood these Terms;
- you agree to be legally bound by them; and
- you will comply with all applicable laws and regulations when using our services.
If you are booking on behalf of another person or a business (for example, making a reservation for a colleague, family member or client), you represent and warrant that you are authorised to accept these Terms on their behalf and that they will also comply with them.
In the event of any conflict between these Terms and information provided elsewhere on the website or in marketing materials, these Terms will take precedence.
3. Service Eligibility
Our taxi and transportation services are intended for individuals and businesses requiring lawful passenger transport within the United Kingdom.
To use our services you must:
- be at least 18 years of age to make a booking and enter into a contract for services;
- provide accurate and complete contact and journey details;
- use our services only for legal, proper and reasonable purposes; and
- ensure that any passengers under 18 years of age are accompanied by a responsible adult, or that specific arrangements have been agreed with us in advance.
We reserve the right to request proof of identity or age where reasonable and to decline or cancel any booking where eligibility requirements are not met or where we reasonably believe the service may be misused.
4. Booking and Ride Process
Our booking process is designed to support punctual and reliable journeys across our service areas. You may book a ride by contacting us using the details on our Contact Us page or by following the guidance on our Booking page. When requesting a journey, you agree to:
- provide accurate pickup and drop-off locations, dates and times;
- inform us of any special requirements, such as additional luggage, child seats or accessibility needs, at the time of booking;
- ensure that the contact phone number and email address you provide are current and monitored so we can reach you with updates if needed; and
- make bookings far enough in advance, particularly for airport or long-distance journeys, to allow reasonable time for scheduling.
Your booking is only confirmed once we have acknowledged and accepted it, which may be done verbally (for phone bookings) or in writing (for example, via email). Indicative timing communicated at the point of enquiry is subject to traffic, road conditions, and other factors beyond our reasonable control.
You agree to be ready at the agreed pickup location at or before the confirmed time. Should you anticipate any delay, you must inform us as soon as practicable using the contact details provided in your booking confirmation.
5. Pricing and Payment Policy
Fares for our services are calculated based on a combination of factors which may include distance, expected travel time, pick-up time, public holiday surcharges, waiting time, tolls and any agreed additional services. Where possible, we will provide an estimated fare at the time of booking; however, this estimate may be adjusted if the journey details change or if there are significant, unforeseeable delays outside our control.
We will advise you of acceptable payment methods for your booking, which may include cash, card payment, or approved business account arrangements. Unless a specific account or invoice arrangement has been agreed in advance, payment is due in full at the end of the journey.
For business clients with approved account facilities, payment terms will be set out separately (for example, in an account agreement or invoice) and must be adhered to in addition to these Terms. We reserve the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK law.
6. Cancellations and Refunds
We understand that plans can change. If you need to cancel a booking, you must notify us as soon as possible using the contact information provided when the booking was confirmed.
Our general approach is as follows:
- Advance cancellations: Where you cancel sufficiently in advance of the scheduled pickup time, we will not normally charge a cancellation fee.
- Short notice cancellations or no-shows: If you cancel at very short notice, or if the driver attends the pickup location and you or your passengers do not appear within a reasonable waiting period, we may charge a cancellation or call-out fee and/or a portion of the estimated fare to cover time and costs incurred.
- Prepaid journeys: If you have paid in advance, your eligibility for a full or partial refund will depend on the notice provided and any specific terms explained at the time of booking.
Any refund that may be due will be processed using the original method of payment where practical. We reserve the right to refuse refunds where services have already been substantially provided or where our reasonable costs have been incurred.
7. Client Responsibilities
To help us maintain a safe, professional and comfortable service for all passengers and drivers, you agree to:
- behave respectfully and lawfully towards our drivers and any other passengers;
- ensure that you, and any passengers under your booking, use seat belts and safety restraints as required by UK law;
- be ready to depart at the agreed pickup time and location, with your luggage packed and prepared;
- avoid causing damage to, or soiling, the interior or exterior of our vehicles beyond normal wear and tear;
- avoid eating, drinking alcohol or smoking (including e-cigarettes) in the vehicle unless expressly permitted by the driver; and
- comply with any reasonable instructions given by the driver for safety or regulatory reasons.
You will be responsible for any reasonable cleaning or repair charges arising from damage or excessive soiling caused by you or your party. Where appropriate, we may invoice these charges directly to you or to the business that booked the journey.
8. Company Rights and Limitations
To protect our drivers, passengers and the integrity of our operations, we reserve the right, at our reasonable discretion, to:
- refuse or discontinue a service where a passenger is abusive, threatening, intoxicated, poses a safety risk, or requests illegal activities;
- allocate, reassign or substitute drivers and vehicles to fulfil bookings, provided this does not materially affect the agreed level of service;
- decline bookings that fall outside our usual operating areas, capacities, or where we reasonably believe we cannot meet the requested timing safely;
- apply waiting time or additional charges where delays are caused by you or your party; and
- request advance payment or a deposit for certain journeys, such as long-distance or high-value bookings.
We will always aim to act fairly and reasonably when exercising these rights and will communicate clearly with you in the event that a booking must be amended, delayed or declined.
9. Liability and Limitations
We will exercise reasonable care and skill in providing our taxi and transport services and will make all reasonable efforts to ensure punctual pickups and drop-offs. However, certain factors are outside our direct control, including but not limited to traffic, road closures, accidents, severe weather and other unforeseen events.
Accordingly, and to the fullest extent permitted by UK law:
- we are not liable for any indirect, consequential or purely economic loss, such as missed flights or trains, loss of profits, business interruption or loss of opportunity arising from delays or service disruptions, unless specifically agreed otherwise in writing;
- our total liability for any direct loss or damage arising from a single incident or series of connected incidents will, where permitted by law, be limited to the amount paid or payable for the specific journey in question; and
- we do not accept liability for items lost or left in our vehicles, but we will use reasonable efforts to locate and return any property reported to us, in line with our internal procedures.
Nothing in these Terms seeks to exclude or limit any liability that cannot legally be excluded or limited, including liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
10. Privacy and Data Protection
We take the privacy and security of your personal data seriously. In the course of providing our services, we may collect and process information such as your name, contact details, pickup and drop-off locations, and booking history. This information is used to manage your journeys, improve our services and meet legal and regulatory obligations.
We will handle your personal data in accordance with applicable UK data protection law. Further details about what data we collect, how we use it, the legal bases we rely on, and your rights as a data subject are set out in our Privacy Policy, which forms part of these Terms by reference.
By using our website or booking a journey, you acknowledge that you have reviewed the Privacy Policy and understand how your personal data will be processed. For further information about cookies and similar technologies, please see our Cookie Policy.
11. Amendments to Terms
We may update or amend these Terms from time to time to reflect changes in our services, operational practices, legal requirements or for any other valid reason. When we do so, we will publish the revised version on this page, including an updated effective date where appropriate.
Your continued use of our website or services after any changes have been made will constitute your acceptance of the updated Terms. We therefore encourage you to review this page periodically to ensure you remain informed of the current conditions that apply to your use of our services.
12. Contact for Queries
If you have any questions, concerns or requests relating to these Terms and Conditions or to the way we provide our taxi and transportation services, please contact us using the details below:
You may also find additional information about our services, booking process and customer support on our dedicated pages, including Services, Solutions, Workflow, and Contact Us.