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Terms for riders

Last updated: 6 October 2026

These terms apply when you use the ZeroFare app to book a ride. By creating an account you agree to these terms and our privacy policy.

1. Your account

You must be 18 or over. You sign in with your mobile number. Keep your phone secure: you are responsible for bookings made from your account. One account per person.

2. Booking a ride

  • You see a fixed price before you book. That is the price you pay unless you change the trip (a new destination or extra stops — the app shows the new price before you confirm) or a charge in section 4 applies.
  • Free miles are paid for by advertisers and come off the start of your trip. The app shows how many miles are free and what you pay for the rest. Free miles depend on funding being available and may not be offered on every trip.
  • When you book, we hold the price on your card. We take the payment when the trip ends.
  • We accept the booking as your licensed operator and send it to a licensed driver. The driver and vehicle are licensed by a local council.

3. Ride credit

You can earn ride credit by watching adverts. Ride credit has no cash value, can't be transferred or exchanged for money and is used automatically on your next trips. We may limit how much credit you can earn and cancel credit gained by fraud (for example automated viewing or emulators). Unused credit is lost if you delete your account.

4. Cancellations and other charges

  • You can cancel free of charge within the free cancellation time shown in the app.
  • After that, or if you are not at the pickup point when the free waiting time ends, a cancellation fee shown in the app may be charged. The fee goes to the driver.
  • Waiting: the driver waits free for the time shown in the app. After that, waiting is charged per minute at the rate shown in the app, at pickup and at any stop. The charge goes to the driver.
  • Tolls, airport and congestion charges on your route (for example airport drop-off charges or the London Congestion Charge) are added at cost. Known charges are shown before you book.
  • If you or your group damage or soil the car, you may be charged a reasonable cleaning or repair cost. We will show you evidence first.
  • Tips are optional and go 100% to the driver.

5. Your behaviour

Treat drivers with respect. Wear a seatbelt. No smoking, vaping or illegal items in the car. Children must use a suitable child seat where the law requires it; tell us before booking if you need one. We may suspend accounts for abuse, violence, discrimination, fraud or unpaid charges.

6. Safety

In an emergency always call 999. The SOS button in the app alerts our safety team with your trip and location. You can share your trip with someone you trust.

7. Lost items

Report a lost item from the trip in your app history. We will put you in touch with the driver. We are not responsible for items left in vehicles.

8. Complaints

Contact us in the app (Help) or at support@zerofare.co.uk. We aim to reply within 2 working days. If you are not satisfied, you can contact the council that licenses us (see Who we are below).

9. Our responsibility

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or anything else the law does not allow us to limit. Otherwise we are not responsible for losses that were not foreseeable or that are caused by events outside our control (for example traffic, road closures or network failures). Your legal rights as a consumer are not affected.

10. Changes and law

We may update these terms. If a change matters, we will ask you to accept the new terms in the app before your next booking. These terms are governed by the law of England and Wales. You can bring a claim in the courts of the part of the UK where you live.

Who we are

ZeroFare is a private hire booking service.

Terms · ZeroFare