CROOSR Limited Services Terms & Conditions

1         General Provisions

1.1        Introduction and Role Definition

1.1.1        These terms & conditions govern the Services provided by Croosr Limited (Co No. 11650555), hereafter referred to as the “Agent”. The registered office of the Agent is at 15 Angels Ground, St. Annes Park, Bristol, United Kingdom, BS4 4JA.

1.1.2        The Agent operates as a booking agency, facilitating services for private hire vehicle drivers, hereinafter referred to as the “Driver” or “Drivers”.

1.1.3        Any individual or entity availing the booking services of the Agent will be referred to as the “Passenger” or “Customer”.

1.1.4        A “Booking” signifies a reservation made by the Passenger for transportation services through the platform operated by the Agent.


1.2        Nature of Relationship

1.2.1        The Passenger understands that the Agent’s primary responsibility is to arrange and facilitate private hire vehicle transportation.

1.2.2        The execution of the service and the conduct during transportation lies solely with the Drivers.

1.2.3        The Agent is not to be held liable for the Driver’s actions or any issues arising from the transportation itself.


1.3        Website Declaration

1.3.1        The Agent operates the website located at, hereinafter referred to as the “Agent Website.”

1.3.2        The Agent Website serves as the primary platform for Passengers to access the booking services, view pricing, and manage their reservations.

1.3.3        All information, content, and materials available on the Agent Website are the property of Croosr Limited and are protected by applicable intellectual property laws.


1.4        Modifications to Terms and Conditions

1.4.1        These Terms and Conditions may be amended from time to time to reflect changes in policy, law, or for other relevant reasons.

1.4.2        Any significant changes to the Terms and Conditions will be communicated to passengers via email using the email address provided during registration or booking. It is the passenger’s responsibility to keep their email address up to date and check their email regularly. Notwithstanding the above, passengers are encouraged to periodically review these Terms and Conditions on the Agent Website or upon request.

1.4.3        In addition to email notifications, updates or changes to the Terms and Conditions will also be posted prominently on the Agent’s website.

1.4.4        Continued use of the service following any modifications indicates the passenger’s acceptance of the revised Terms and Conditions. If passengers do not agree with any changes made, they are advised to discontinue the use of the service.


2         Service Specifics

2.1        Booking and Payment Procedures

2.1.1        A booking is deemed finalized upon its successful completion through the Agent Website.

2.1.2        Receipt of an email notification from the Agent, coupled with the full fare payment, stands as definitive confirmation of your booking.

2.1.3        All payments should be directed through secure channels as specified on the Agent Website.


2.2        Procedures and Adjustments for Bookings

2.2.1        Use of the ‘Book Now’ function necessitates a minimum of a 12-hour lead time prior to the desired pick-up moment. For reservations made through quote requests, telephonic conversations, or electronic mails, the Agent retains the discretion to consider exceptions, contingent on availability.

2.2.2        Subsequent modifications to your booking might lead to a recalibration of the original fare. To instigate such changes, kindly access the Agent Website and utilize the ‘Contact Us’ interface.


2.3        Fare Estimates

2.3.1        Distance Estimation: When proceeding through the ‘Book Now’ system, the fare price will be estimated based on the distance to be travelled. The fare is calculated using a pre-defined rate per distance unit.

2.3.2        Hourly Estimation: For time-based hires, fare estimates will be based on the duration of the hire. Extra charges may apply if the distance travelled within the stipulated hours exceeds a predefined limit. This type of fare is intended for hires within a set distance limit.

2.3.3        Flat Fare: For predefined tours with a set itinerary, a flat fare will be charged. The fare varies based on the chosen vehicle class and specific tour details.

2.3.4        Manual Quote Requests: Passengers can request fare quotes through our quote request form. These quotes are calculated manually by our team, taking into account all specified conditions and requirements. The provided quotes are based on the details given and may be subject to change if there are discrepancies or changes in the actual service provided.


2.4        Luggage Policy and Vehicle Capacity

2.4.1        All luggage must be securely packed. The Agent and the Driver will not be responsible for damage to luggage that hasn’t been adequately secured.

2.4.2        If passengers have excessive luggage or any specialized luggage (e.g., sports equipment, musical instruments, etc.), it must be declared at the time of booking. The Agent retains the right to refuse transportation of such items if they weren’t declared in advance or if they pose safety or space concerns.

2.4.3        Lost or forgotten items inside the private hire vehicle must be reported to the Agent as soon as possible. While every effort will be made to retrieve and return these items, the Agent and Driver cannot be held liable for items left in the vehicle.

2.4.4        It is the passenger’s responsibility to provide accurate information regarding the number of travelers and their luggage to ensure the correct vehicle is allocated.

2.4.5        The Agent will ensure that the number of passengers adheres to the legal limit for the assigned vehicle.

2.4.6        Oversized items that cannot safely fit inside the vehicle are the passenger’s responsibility, and the Agent or Driver is not obliged to transport such items.


2.5        Child Safety and Seating

2.5.1        All children must be securely seated as per prevailing legal requirements.

2.5.2        Drivers may provide child seats, but their availability is not guaranteed for every ride.

2.5.3        Passengers are encouraged to provide their own child seats, ensuring they meet current safety standards.

2.5.4        Upon request, Drivers can store child seats for return journeys.

2.5.5        Passengers are solely responsible for ensuring children are safely restrained. Any penalties or fines due to non-compliance will be borne by the passenger.


2.6        Punctuality and Delays

2.6.1        Both the Agent and the Driver strive to ensure punctuality. However, neither can be held accountable for unexpected delays resulting from unforeseen circumstances, including but not limited to adverse road or traffic conditions.

2.6.2        Airport Pick-ups:         From the actual landing time, passengers are granted a 1-hour free waiting period.         In cases where passengers face delays exceeding this grace period and the Driver can accommodate, an additional fee of £30 per hour will be charged, pro-rated in 15-minute intervals.

2.6.3        Pick-ups from Ports, Train Stations:         A 30-minute free waiting period is provided for pick-ups.         Delays beyond this allocated time will be subject to a fee of £30 per hour, pro-rated in 15-minute intervals.

2.6.4        Pick-ups from Other Locations:         A 15-minute free waiting period is granted for pick-ups.         Delays beyond this allocated time will be subject to a fee of £30 per hour, pro-rated in 15-minute intervals.


2.7        Service Alteration & Cancellation by Agent

2.7.1        Unforeseen Circumstances: The Agent may occasionally have to modify or cancel services due to reasons beyond its control, including but not limited to extreme weather events, unforeseen vehicle issues, or other external factors.

2.7.2        Communication: In the event of a service alteration or cancellation, the Agent will make every reasonable effort to notify passengers as soon as possible.

2.7.3        Remedies:         Full Refund: Should the Agent be unable to provide the booked service, passengers will be offered a full refund of the amount paid for that specific journey.         Alternative Transportation: As an alternative to a refund, the Agent may, at its discretion, offer alternative transportation arrangements to accommodate affected passengers, subject to availability.


2.8        No Show Policy

2.8.1        Definition: A “No Show” is defined as an occurrence when the passenger:         Fails to be at the designated pick-up point at the scheduled time without notifying the Agent in advance.         Does not inform the Agent or the Driver about any changes, cancellations, or delays.         Cannot be contacted by the Driver upon arrival at the pick-up location.

2.8.2        Consequences of a No Show:         In the event of a No Show, the entire fare of the booked service will be forfeited.         No refunds or credits will be provided to passengers who fail to utilize the service due to a No Show.         If the service was booked using promotional codes or discounts, the promotion or discount will not be valid for future bookings.


3         Passenger Obligations and Rights

3.1        Passenger Responsibilities

3.1.1        The consumption of food and drinks inside the vehicle is generally prohibited unless permission is granted by the Driver. Exceptions may apply for infants or for valid medical reasons, but these require prior approval.

3.1.2        Smoking, including vaping, is strictly prohibited inside the vehicle.

3.1.3        All animals, with the exception of registered guide dogs, must be declared at the time of booking. Undeclared animals may be refused entry by the Driver.

3.1.4        Except for registered guide dogs, every animal must be securely contained within an appropriate transport box when inside the vehicle.

3.2        Conduct and Behaviour

3.2.1        Passengers are expected to behave in a manner that does not threaten or disrupt the Driver or other passengers.

3.2.2        The Driver has the right to ask a disruptive or aggressive passenger to leave the vehicle, without any refunds or compensation.

3.2.3        Consumption of illegal substances or the carrying of weapons is strictly prohibited. The Driver has the right to refuse service and may involve law enforcement if necessary.

3.2.4        If a passenger’s conduct results in damage or the need for excessive cleaning, they may be subject to additional charges. The passenger will be responsible for all costs associated with repairs or cleaning. These fees will be determined at the discretion of the Agent and may be charged directly to the passenger’s mode of payment on file.


3.3        Feedback and Complaints

3.3.1        The Agent values the feedback of all passengers and is committed to continuously improving the Services offered. Passengers are encouraged to provide feedback, positive or negative, about any aspect of the Services.

3.3.2        Feedback can be submitted through the Agent Website using the ‘Contact Us’ form, or by contacting the Agent directly via email, phone, or other provided contact methods.

3.3.3        Complaints should be raised with the Agent as soon as possible, preferably within 48 hours of the event causing the complaint, to enable a timely and effective resolution.

3.3.4        All complaints will be acknowledged within 5 working days of receipt. The Agent will endeavor to provide a full response and, if applicable, propose a resolution within 14 working days.

3.3.5        In situations where the complaint pertains to a service provided by a Driver, the Agent will liaise with the respective Driver to investigate the complaint thoroughly and determine the most appropriate course of action.

3.3.6        The Agent’s decision regarding any complaint will be final, but passengers have the right to escalate their concerns to any relevant regulatory or oversight bodies as applicable.

3.3.7        The Agent aims to address and resolve all complaints amicably and fairly, prioritizing the satisfaction and safety of its passengers.


3.4        Loyalty Programs and Rewards

3.4.1        The Agent may, at its discretion, offer loyalty programs or reward schemes to regular passengers. The specifics of such programs, including how points are earned, their value, and how they can be redeemed, will be detailed in a separate policy or user agreement.

3.4.2        Points or rewards earned through the loyalty program are non-transferable and cannot be exchanged for cash.

3.4.3        The Agent reserves the right to modify, suspend, or terminate any loyalty program or rewards scheme at any time. Passengers will be notified of significant changes, and it’s their responsibility to stay informed about any updates to the program.

3.4.4        Any misuse, fraud, or suspicious activity related to the loyalty program may result in the suspension or termination of the passenger’s account and forfeiture of any earned points or rewards.

3.4.5        Enrolment in the loyalty program is voluntary. By participating, passengers agree to the terms and conditions specific to the program.

3.4.6        Expiry dates may apply to earned points or rewards. It is the passenger’s responsibility to redeem them before they expire.

3.4.7        Disputes related to the loyalty program, including point accrual or redemption, should be raised with the Agent promptly. The Agent’s decision regarding such disputes will be final.


3.5        Promotions and Discounts

3.5.1        The Agent may offer promotions, discounts, or special offers from time to time. These may apply to specific routes, times, or conditions as stipulated in the promotional offer.

3.5.2        All promotions and discounts are subject to availability and can be withdrawn at any time without prior notice.

3.5.3        To be eligible for a promotion or discount, passengers must meet the criteria as set out in the specific promotional offer and must enter any promotional code or fulfill the necessary requirements before completing the booking.

3.5.4        Promotional codes, vouchers, or discounts cannot be combined unless otherwise stated. Only one promotional offer can be applied per booking.

3.5.5        The Agent reserves the right to cancel or amend any bookings that misuse or exploit promotional offers.

3.5.6        Any promotional offer or discount has no cash value and cannot be transferred or sold.

3.5.7        Expired promotions or discounts will not be honored, even if they were valid at the time of booking inquiry.

3.5.8        Passengers should always refer to the specific terms and conditions associated with each promotional offer for detailed information and restrictions.

3.5.9        Issues or disputes related to promotions and discounts must be communicated to the Agent promptly. The Agent’s decision on such matters will be considered final.


4         Rights and Limitations of the Agent

4.1        Agent’s Rights and Service Limitations

4.1.1        Right to Refuse Service: The Agent reserves the right to refuse service to any individual or party if there’s a reasonable belief of a threat to the safety of the Driver, other passengers, or a violation of these Terms & Conditions.

4.1.2        Modification and Suspension: The Agent retains the right to modify, suspend, or discontinue any part of the Services without prior notice, especially in situations where it is deemed necessary for safety, security, or operational reasons.

4.1.3        Breach of Terms: The Agent may temporarily suspend or terminate access to the Services for any user who breaches these terms & conditions, disrupts the Services in any way, or poses a risk to other users.

4.1.4        Booking Violations: In cases where bookings are made that violate the stipulated terms, the Agent holds the right to cancel such bookings without any refund.

4.1.5        Promotional Offers and Intellectual Property: The Agent reserves the right to introduce, modify, or discontinue any promotional offers, loyalty programs, or discounts at their discretion, without prior notice. All intellectual property rights, including trademarks, service marks, and copyrights associated with the Agent’s name, logo, software, and Services, are owned by the Agent. Unauthorized use or reproduction is strictly prohibited.

4.1.6        Business Transfers: The Agent maintains the right to transfer, assign, or delegate these terms & conditions and the related rights and obligations without consent, as part of a merger, acquisition, or other business transfer.

4.1.7        Service Restrictions: The service may be restricted, suspended, or terminated at the discretion of the Agent for reasons including, but not limited to, non-payment, repeated breaches of these Terms and Conditions, or any actions that harm the reputation or operation of the service.


4.2        Liability

4.2.1        Limitation of Agent’s Liability: The Agent’s liability to the passenger, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the direct damages suffered by the passenger, and shall in no event exceed the amount paid by the passenger for the services in question.

4.2.2        Indemnification by Passengers: Passengers shall indemnify, defend, and hold harmless the Agent, its officers, directors, employees, and agents from and against any and all claims, demands, losses, liabilities, expenses, or damages, including legal fees, arising out of the passenger’s breach of these Terms and Conditions.

4.3        Intellectual Property Rights

4.3.1        All intellectual property rights, including but not limited to trademarks, service marks, copyrights, patents, trade secrets, and other proprietary rights associated with the Agent’s name, logo, software, content, and Services, are owned by the Agent or its licensors.

4.3.2        Unauthorized use, reproduction, modification, distribution, or exploitation of any such intellectual property, in whole or in part, is strictly prohibited and may result in legal action.

4.3.3        Unless explicitly stated otherwise, nothing in these Terms & Conditions shall be construed as conferring, by implication, estoppel, or otherwise, any license or right under any copyright, patent, trademark, or other intellectual property right of the Agent or any third party.


5         Administrative Provisions

5.1        Recording of Communications

5.1.1        Calls directed to the Agent’s contact number may be recorded for the dual purpose of ensuring safety and enhancing training protocols.

5.1.2        These recordings are stored securely and used solely for the stated purposes, ensuring the privacy of all involved parties.


5.2        Privacy and Data Protection

5.2.1        The Agent is committed to safeguarding the privacy and protection of personal data. The handling, collection, processing, and use of personal information are carried out in strict accordance with the relevant data protection laws and regulations.

5.2.2        The Agent operates as an intermediary between Customers and self-employed Drivers. Essential booking details will be shared with the designated Driver to ensure the successful completion of the service.

5.2.3        While the Agent employs measures to ensure discretion and data security, there cannot be an absolute guarantee against any misuse or unauthorized disclosure of information by the Drivers.

5.2.4        Customers are advised to provide only the essential personal information necessary for the service and to exercise discretion in sharing details.

5.2.5        Only necessary information required for service provision, billing, and communication is collected, and all data is stored on secure servers with industry-standard encryption mechanisms.

5.2.6        The Agent may occasionally send communications about promotions, news, and updates. Users have the right to opt-out of such communications at any time.

5.2.7        For a more detailed view of the Agent’s data practices and policies, users should refer to the separate Privacy and Data Protection document available on the Agent Website or upon request.

5.2.8        The Agent will never sell, lease, or share personal data with third parties for marketing purposes without explicit user consent.

5.2.9        In the event of any data breaches or potential vulnerabilities, the Agent commits to acting swiftly to notify affected parties and rectify the situation in line with legal requirements.


5.3        Notices and Method of Communication

5.3.1        All formal notices or demands intended to have legal effect, given or made under these Terms and Conditions, must be in writing.

5.3.2        For routine communication, the primary methods include but are not limited to email and phone. Users are encouraged to check their registered email addresses regularly for updates, notifications, or other pertinent information from the Agent.

5.3.3        The Agent’s official contact details, including email address and phone number, are available on the Agent’s website or platform. These are the recommended channels for users to reach out for any service-related queries, feedback, or concerns.

5.3.4        Any changes to the user’s contact details, including email and phone number, should be promptly communicated to the Agent to ensure seamless communication.


5.4        Interpretation

5.4.1        Any reference to a statutory provision includes a reference to any modification or re-enactment of it from time to time.

5.4.2        The headings are for convenience only and shall not affect the interpretation of these Terms and Conditions.


5.5        Governing Law

5.5.1        These Terms and Conditions and any disputes or claims arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of England and Wales.

5.5.2        Any disputes or claims arising out of or relating to these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.


5.6        Severability

5.6.1        If any provision of these Terms and Conditions is found by a court of competent jurisdiction to be invalid or unenforceable, that provision shall be limited or eliminated to the minimum extent necessary so that these Terms and Conditions shall otherwise remain in full force and effect.


5.7        Entire Agreement

5.7.1        These Terms and Conditions constitute the entire agreement between the Agent and the passenger and supersede all prior or contemporaneous communications, agreements, and proposals, whether electronic, oral, or written, between the Agent and the passenger.


5.8        Waiver

5.8.1        No failure or delay by the Agent in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy.


5.9        Termination of Agreement

5.9.1        The Agent reserves the right to terminate this Agreement immediately, without prior notice, if the passenger breaches any terms and conditions herein, or if it is deemed necessary for the safety, security, or operational integrity of the Services.

5.9.2        The passenger may terminate this Agreement by ceasing to use the Services and notifying the Agent in writing. Any outstanding obligations, including payments or liabilities incurred prior to termination, shall remain enforceable post-termination.

5.9.3        Termination of this Agreement does not affect the rights accrued by either party prior to the termination date. Clauses intended by their nature to survive termination (including, but not limited to, clauses related to intellectual property, indemnification, and limitation of liability) shall continue in full force and effect.

5.9.4        Any bookings or services not yet rendered at the time of termination may be canceled at the Agent’s discretion, and relevant cancellation policies may apply.


5.10    Third-Party Links/Associations

5.10.1    The Agent’s platform may contain links to third-party websites, advertisers, services, special offers, or other events or activities that are not owned or controlled by the Agent. Such links are provided for convenience and reference only.

5.10.2    The Agent does not endorse, monitor, or have any control over these third-party external sites, and is not responsible or liable for any content, products, or other materials available from such sites. Users access and use such sites solely at their own risk.

5.10.3    The Agent expressly disclaims any liability arising from the use and/or viewing of any websites or other content linked to the Agent’s platform. The Agent will not be responsible for the content, terms and conditions, privacy policies, or practices of any third-party websites.

5.10.4    The Agent encourages passengers to be aware when they leave the Agent’s platform and to read the terms and conditions and privacy policy of each other website that they visit.


6         Miscellaneous

6.1        No Partnership or Agency

6.1.1        Nothing in these Terms and Conditions is intended to, or shall be deemed to, establish any partnership or joint venture between the parties, constitute one party the agent of the other party, or authorize one party to make or enter into any commitments for or on behalf of the other party.


6.2        Force Majeure

6.2.1        Neither party shall be liable for any failure or delay in performing its obligations under these Terms and Conditions if such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, wars, strikes, or government actions.


6.3        Cancellation and Refunds

6.3.1        All requests for cancellations and refunds must be made through the Agent Website by utilizing the ‘Contact Us’ form.

6.3.2        Refunds will be considered under the following conditions:         Cancellations made more than 48 hours before the pick-up time will be eligible for a refund. However, a deduction of up to 10% may be applied to the refund amount to account for payment processing fees and administrative costs.         Cancellations made between 24 to 48 hours before the pick-up time will be eligible for a 50% refund.         Cancellations made less than 24 hours before the pick-up time will not be eligible for a refund.         In the event of any disputes concerning refunds, the Agent’s decision shall be final.


6.4        Personal Property and Lost Items

6.4.1        Personal Property Responsibility: Passengers are solely responsible for their personal belongings during the journey. The Agent and the Driver will not be liable for any loss, damage, or theft of personal property, regardless of whether it was left inside the vehicle deliberately or accidentally.

6.4.2        Lost Items:         If passengers believe they have left an item in the vehicle, they must contact the Agent as promptly as possible.         While both the Agent and Driver will make reasonable efforts to locate and return lost items, neither party can guarantee the recovery of such items.         Efforts to return lost items to passengers may incur additional charges, such as postage fees or costs associated with arranging a special drop-off. Such charges will be the responsibility of the passenger.         Items found in the vehicle will be stored for a maximum of 30 days. If not claimed within this period, they may be disposed of.

6.4.3        Liability Limitation: Under no circumstances shall the Agent or Driver’s liability for lost, damaged, or stolen property exceed the sum of £100, unless it is the direct result of gross negligence or intentional misconduct by the Agent or the Driver.

6.4.4        Special or Valuable Items: Passengers are advised against leaving special or valuable items such as electronics, jewellery, important documents, or money inside the vehicle. In cases where passengers need to transport such items, they should always ensure they have them upon exiting the vehicle.


6.5        Accessibility and Special Accommodations

6.5.1        The Agent is committed to serving all passengers, including those with disabilities. We strive to ensure that our services are accessible and user-friendly.

6.5.2        Passengers with disabilities or special needs are encouraged to inform the Agent in advance of their booking. This will allow for any necessary accommodations to be made to ensure a comfortable and safe journey.

6.5.3        Our goal is to offer assistance wherever possible. However, for specific requirements or accommodations, prior notice is crucial to allow us to meet the passenger’s needs effectively.

6.5.4        Drivers will be informed in advance of any special requirements to ensure they can assist passengers accordingly. However, it is the passenger’s responsibility to communicate any specific needs or disabilities when making a booking.

6.5.5        While the Agent will make every effort to accommodate passengers with disabilities, it’s essential to note that not all vehicles might be equipped to handle all types of needs. Advance communication ensures we can allocate the most suitable vehicle for the journey.

7         Conclusion

By using the services offered by Croosr Limited, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions. If you do not agree with any of these terms, you are prohibited from using or accessing our services.


For any questions, clarifications, or feedback regarding these terms, please contact us at:

+44 3330903447

New World Business Centre, BS30 8XG, Bristol, United Kingdom


Date of Last Update: 11th October 2023


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