Terms and Conditions

1. Who we are

BAOCAR LTD (“BaoCar”, “we”, “us”) is a company registered in England and Wales, with registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ. BaoCar supplies online booking and administration technology to licensed private-hire and chauffeur operators. Public contact: support@baocar.uk.

2. Our role (important)

For each journey, the booking flow and order confirmation identify the licensed business that accepts the booking (the Operator of Record). That Operator provides the transport service, dispatches the driver and vehicle, keeps required booking records and handles transport-service complaints.

BaoCar provides the booking interface and related technology and may provide payment or customer-support administration as disclosed during checkout. BaoCar does not become the licensed Operator of Record merely because the BaoCar name or technology appears on a page. Passenger fares belong to the Operator of Record. BaoCar’s charges, if any, are separate platform or administration charges and are not a passenger “commission” or fare override.

For London PHV bookings, the London-licensed Operator of Record contracts with the passenger as principal. If an Operator of Record and its licence/contact details are not identified before acceptance, the request has not been accepted and you should contact support@baocar.uk.

3. Eligibility

You must be at least 18 and able to enter a binding contract. You confirm booking details (pickup, destination, times, passenger/luggage counts) are accurate.

4. Bookings & advance notice

Bookings should normally be made at least 12 hours before pickup so the Operator can schedule safely. Shorter notice may be refused or quoted differently.

Your submission is a booking request until the Operator of Record accepts it. A payment receipt or authorisation confirms the payment event only; it does not itself confirm Operator acceptance. An order confirmation is issued after Operator acceptance and states the Operator, journey and available driver/vehicle information. If a charged request is rejected, the unearned fare will be refunded, subject to ordinary bank-processing time (often up to 14 business days).

4A. Vehicles & class substitution

Vehicle classes (for example Executive 4-seat sedan, Executive 5-seat, Premium 7-seat MPV, Vito 8-pax) describe capacity and service level, not a guaranteed chassis or registration plate. Exact model is confirmed in the order confirmation after operator/driver acceptance. If the selected class is temporarily unavailable, a similar luxury vehicle of the same passenger class may be provided (e.g. “Vito 8-pax or similar luxury 8-seat vehicle”).

4B. Guaranteed-price trips and route changes

Where checkout offers a guaranteed price for a stated pickup and destination, that price is for the route shown or the Operator’s reasonable equivalent. If you change the destination, add stops, or leave the trip early, extra charges may apply and unused distance is not automatically refunded. A new journey may need a new booking.

Day-rate bookings are charged for the booked time window. Regional supplements (for example Scotland, Wales or EU) apply only as shown before you pay.

4C. Airport collection and waiting

Airport collections follow the flight details you enter. The Operator monitors typical landing and arrival delay within the free waiting time stated at checkout or in your confirmation. Waiting beyond that allowance, parking, congestion, tolls or a missed-flight rebook may be charged if disclosed or later agreed. If your flight changes, update the Operator through the booking status page or support@baocar.uk as soon as you can.

5. Fares, estimates & payment

• Point-to-point: fare estimates use route distance/rules shown at checkout; the amount charged is the payment-page total unless a change is agreed in writing or these Terms clearly permit extras.
• The checkout identifies the fare recipient/merchant or explains where BaoCar collects as payment administrator for the Operator. You authorise the displayed amount and any later extras you expressly approve or that these Terms clearly permit.
• Card details are handled by the payment processor. BaoCar does not store full card numbers.

6. Cancellations & refunds

Cancellation / refund rules depend on timing and service type, and on the Operator of Record named at checkout. As a baseline:

• If the Operator cannot fulfil a confirmed paid booking, you receive a refund of unused prepaid fare (excluding non-refundable third-party fees where applicable) without undue delay.
• Customer cancellations close to pickup may be non-refundable or partially refundable — the policy is stated at checkout or in your confirmation where possible.
• UK consumer law rights (where you book as a consumer) are not excluded where they cannot lawfully be excluded. A specific-date transport booking may have different cancellation rules from a generic distance contract; the checkout summary is the Operator’s selected position, subject to mandatory law.

7. Customer conduct

No abusive behaviour, illegal activity, smoking where prohibited, or damage to vehicles. Reasonable cleaning / damage costs may be charged. Child seats and accessibility needs should be requested in advance.

7A. Book through the Platform

For insurance, licensing records and tax documentation, book and pay through BaoCar or the Operator’s disclosed checkout. Private cash or off-platform rearrangements with a driver you met through a BaoCar booking can leave you without the Operator’s booking record and cover. BaoCar may suspend accounts used to evade platform payments where that is prohibited.

8. Operators & drivers

The Operator of Record is responsible for accepting and fulfilling the booking using appropriately licensed and insured drivers and vehicles. UK private-hire law requires a Triple Lock for each journey: a licensed operator, a licensed driver and a licensed vehicle, each authorised for that journey’s licensing territory. A driver does not independently accept your private-hire booking merely by accepting a dispatch. Employment and tax status depend on the actual arrangements between the relevant parties and are not determined by these consumer Terms. BaoCar does not employ chauffeurs through these Terms.

BAOCAR LTD does not accept private-hire bookings in its own name and is never the licensed Operator of Record. If no licensed partner can lawfully serve the journey area, the request is refused.

The Operator of Record, the chauffeur and/or the licensed vehicle may change after you submit a request, including after Operator acceptance or payment, where that is reasonably necessary to fulfil the journey. Any substitute Operator, driver and vehicle must still satisfy the Triple Lock for the journey’s territory. The replacement Operator of Record will be shown on your confirmation or booking-status page. A change of chauffeur or vehicle of the same service class is not a cancellation by you.

For an accepted journey, the assigned chauffeur may choose “Start journey” in the driver hub. While that job remains in service, the chauffeur’s current position may be shown to the responsible Operator’s authorised dispatch staff and to the passenger who is signed in to that booking on the booking status page, so the passenger can see that the chauffeur is on the way. BaoCar does not collect the passenger’s device location through this tool and does not create a GPS journey-path replay showing how the chauffeur drove. The current point is replaced when a new update arrives and is removed when the journey ends. A shared status link that shows only status and times does not include this live position. Ordinary past booking records remain available under the normal retention rules.

Licensing is not one UK-wide badge. A private-hire operator, driver and vehicle licensed by the same English or Welsh council — Wolverhampton, or another district, unitary, or county authority — may accept a pre-booked job that starts anywhere in England or Wales, including Greater London. The destination may be elsewhere in Great Britain. A hiring that starts in Scotland needs a Scottish licence. A hiring that starts in Northern Ireland needs an NI licence. TfL can also accept London-start work; it is not the only licence that can.

9. Liability

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or other liability that cannot be limited under English law.

BaoCar is responsible for loss that is a reasonably foreseeable result of its breach of these Terms or failure to use reasonable care and skill. BaoCar is not responsible for loss caused by the Operator’s transport service where BaoCar is not the Operator of Record, or for events outside BaoCar’s reasonable control. Nothing in these Terms limits mandatory consumer rights or seeks to exclude liability where doing so would be unlawful.

10. Privacy

We process personal data, including limited active-job chauffeur location where enabled, as described in our Privacy Policy (UK GDPR / Data Protection Act 2018).

11. Acceptable use, intellectual property and confidentiality

Do not misuse the platform (scraping, attacking, circumventing security, or arranging off-platform payments to avoid fees where prohibited). We may suspend accounts that breach these Terms.

BaoCar and its licensors own the website, software, trademarks and related materials. You may use them only to make and manage bookings. Do not copy BaoCar’s confidential commercial information for a competing service.

12. Changes

We may update these Terms by posting a new version on this page. Material changes for ongoing services will be highlighted where practical. Continued use after the update date means you accept the revised Terms for new bookings.

13. Law and disputes

These Terms are governed by the law of England and Wales. BAOCAR LTD is registered in England and Wales under company number 17213758, with registered office at 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. If you are a consumer resident elsewhere in the UK, you retain mandatory protections and may use courts available to you under applicable consumer law. Transport complaints should first be sent to the Operator of Record shown in your confirmation; Platform or payment-administration complaints may be sent to support@baocar.uk.

14. Contact

Questions: Contact Us or support@baocar.uk.