Terms & Conditions

1. APPLICABILITY OF TERMS AND BASIS OF CONTRACT

1.1 These terms and conditions (“Terms”) govern your use of the App. By installing the App, you (“User” or “you”) agree to be bound by these Terms.
1.2 These Terms, together with the Service Provider Terms (where applicable), also apply to the supply of Services. Please review these Terms and the applicable Service Provider Terms carefully before you accept the applicability thereof by installing the App or requesting Services.

2. DEFINITIONS
“App” means the RTS mobile application software developed and offered by Rovelinks to enable User to book Services in accordance with these Terms.
“Applicable Laws” means all laws, statutes, regulations and codes from time to time in force and applicable as between RTS and the User.
“Booking Request” means a Transport Booking Request.
“Cancellation Fees” has the meaning given in clause 6.3.

“Charges” means the fees and charges for the provision of the Services.
“Drop-Off Location” means the location specified by the User in the Booking Request where the Service Provider is required to drop off a Passenger.
“Excluded Goods” has the meaning given in clause 10.
“Passenger” means the natural person (who may be the User or another individual) who is the subject of the Transport Services.
“Pick-Up Location” means the location specified by User in the Booking Request where the Service Provider is required to pick up a Passenger.
“Pick-Up Time” means the time specified by User, and confirmed by the Service Provider, to collect the Passenger.
“Services” means the Transport Services.
“Service Provider” means the provider of the Services as specified in the TSA. Service Provider may be a natural person or a corporate entity. For the avoidance of doubt, RTS does not provide Services but in certain jurisdictions a Group Company may be required to do so.
“Transport Booking Request” means the User’s request via the App for a Service Provider to perform the Transport Service, setting out details of the desired Pick-Up Time, Pick-Up Location, Drop-Off Location and any other information required by the Services Provider relating to the requested Transport Service.
“Transport Service” means the private hire transportation of a Passenger from one location to another by a Service Provider in accordance with a Transport Booking Request, these Terms, any applicable Service Provider Terms and Applicable Laws.
“TSA” means the transportation services agreement or equivalent document issued to the User on acceptance of a Booking Request which includes the details of the Service, the Service Provider and any applicable Service Provider Terms. The journey is provided by the Service Provider identified in the TSA who acts as principal and contracts directly with the User for the provision of the relevant Service.
“RTS” means Rovelinks Travels Ltd., a private limited company incorporated and registered in England and Wales with company number 14244702.

3. CREATING AN ACCOUNT
3.1 Before being able to place a Booking Request via the App, User must create an account using the App. Personal accounts are intended for private, non-commercial use only.
3.2 In order to create a personal account, User shares his/her first name, last name, email address, telephone number and credit card data. User guarantees that all data provided are true, correct and up to date. It is not possible to link a credit card to a personal account which is not registered in User’s name.
3.3 RTS may suspend or terminate an account at any time for any reason including, without limitation, if Wheely has reason to believe that the account is created with false data or otherwise being used for fraudulent purposes.

4. CONDITIONS OF USE
4.1 User will not resell any Services.
4.2 User will not, nor will it allow third parties on User’s behalf to: (i) make or distribute copies of the App; (ii) attempt to copy, rent, sub-license, loan, merge, reproduce, alter, modify, reverse engineer, disassemble, decompile, transfer, exchange, translate, hack, distribute, harm or misuse the App; or (iii) create derivative works of the App of any kind whatsoever.
4.3 RTS reserves the right to amend or withdraw the App, or charge for the App at any time and for any reason.
4.4 User acknowledges that the terms of agreement with User’s respective mobile network provider (‘Mobile Provider’) will continue to apply when using the App. As a result, User may be charged by the Mobile Provider for access to network connection services for the duration of the connection while accessing the App or any such third party charges as may arise. User accepts responsibility for any such charges that arise.
4.5 If User is not the bill payer for the mobile telephone or handheld device being used to access the App, User warrants that it has permission from the bill payer to use the App and pay for the Services.
4.6 User shall ensure that at all times it complies with and shall procure that each Passenger complies with these Terms. Any failure to comply shall result in immediate suspension of the User’s right to access the App and/or Services. Further, to the extent that a Service Provider considers that a User or Passenger is not in compliance with these Terms, it shall be entitled to cancel the provision of the relevant Services and the provisions of clause 6.2 shall apply.

5 BOOKING SERVICES
5.1 Users may request Services by submitting a Booking Request via the App.
5.2 By submitting a Booking Request, User is offering to purchase Services subject to these Terms. This does not mean the Booking Request has been accepted. A contract for the provision of a Service will only be formed once a Booking Request has been accepted by the Service Provider.
5.3 Once a contract between the User and the relevant Service Provider has been formed pursuant to clause 5.2, it may be cancelled by User at any time without reason by notifying the Service Provider directly or using the App, subject to payment of a Cancellation Fee and any applicable Charges and/or Disbursements (and applicable Transaction Fees) in accordance with clause 6.
5.4 The services provided by Service Providers through the App include: (i) the acceptance of Booking Requests and the provision of a Service in accordance with the Booking Request; (ii) provision of the booking confirmation to a User before the journey start; (iii) keeping a record of each accepted Booking Request and remote monitoring of the performance of the Services; (iv) receipt of and dealing with feedback, questions and complaints relating to the Services, as well managing any lost property queries relating to the Services, and (v) any other obligation specifically required by Applicable Laws.

6 CHARGES AND FEES
6.1 Charges — RTS shall charge User, and User agrees to pay, the Charges.
6.2 Cancellation Fees — In the case where User cancels a Booking Request after the Service Provider has accepted it, Please read section 10 or the Service Provider cancels a Booking Request due to:
6.2.1 the Passenger not being at the agreed Pick-Up Location at the Pick-Up Time;
6.2.2 any of the reasons contemplated by these Terms; or
6.2.3 User being in breach of these Terms,
RTS will charge the User a cancellation fee including waiting time, which will amount to at least the minimum Charge for the Service (“Cancellation Fee”). Where the Service Provider cancels a Booking Request as a result of the User’s breach of these Terms.

7 PAYMENT BY USER
7.1 Credit card payments only — Services booked by Users via the App can only be paid by credit card. After the ride we will charge it automatically.
7.2 Timing — Charges and Cancellation Fees (which shall be the subject of a separate agreement between RTS and the Service Provider) shall be charged automatically by RTS once Service Provider has confirmed that the Services have been completed and/or cancelled, using the credit card linked to the account.
7.3 Account updates to stored payment methods — If User chooses to store or link a payment method to their account, User authorises RTS and its payment service providers to update User’s stored payment method details (for example, when User’s card expires or is replaced) using information provided by the card issuer or payment service provider. User agrees that RTS may continue to charge any applicable Charges to the updated payment method without further action from you.
7.4 Insufficient funds on credit card — In case after the ride it transpires that the credit card linked to User’s personal account does not have sufficient funds to cover the applicable charges, User agrees to add credit to his/her card within one week or provide details of an alternative credit card from which payment can be taken. Until RTS has received payment, User’s personal account will be locked. After receipt of the payment, the User’s account will be unlocked and User will be free to continue to use the App and receive the Services.
7.5 Multiple credit cards — Subject to compliance with clause 3.2, User may link multiple credit cards to a personal account and choose the preferred card when making a Booking Request. In the event that RTS is unable to charge the preferred card, it will charge any other card linked to User’s personal account.
7.6 Preauthorisation — RTS will pre-authorise User’s credit card to ensure that there are sufficient funds to cover the Booking Request. This is not a payment but to keep the journey smooth we will ensure there are enough funds in the card. We usually preauthorise the payment 12 hours before the journey starts. In case of journey changes or specially in the hourly rides if user asks to extend the journey, we will do another preauthorisation at that time to make sure funds are available to cover the cost. At the end of the journey, we will deduct the final payment and release the rest of the money if there would be any.
7.7 In order to charge, RTS uses the services of third-party payment processors. RTS is not responsible or liable for errors by these payment processors.
7.8 To the fullest extent permitted by Applicable Laws, all payments charged by RTS are non-refundable.

8 RULES OF CONDUCT FOR PASSENGERS
8.1 User guarantees that Passengers will comply with the following rules and guidelines:
8.1.1 No more than four passengers in Saloon vehicle or seven passengers for V-class.
8.1.2 No smoking.
8.1.3 No littering, eating or spilling of liquids.
8.1.4 No distracting the driver from the road.
8.1.5 No causing hazardous situations.
8.2 User is responsible for the cost of repairing any damage to, or necessary cleaning of, Service Provider’s vehicle in excess of normal “wear and tear” damages and standard cleaning. In the event that a Service Provider reports the need for repair or cleaning by submitting to RTS and to the User a photo or video proof of the damage or soiling, and such request is verified in RTS’s reasonable discretion, RTS reserves the right to facilitate payment for such repair or cleaning on behalf of the Service Provider using the payment method designated in User’s account. Such amounts will be transferred by RTS to the Service Provider and are non-refundable. User will receive an email with a receipt evidencing that the amount charged is equal to the cost of the cleaning or repair.
8.3 In particular, but without prejudice to the generality of this clause 9, should a User and/or Passenger smoke in any vehicle whilst using the Transport Service, then RTS shall be entitled to apply a cleaning fee of £200 which will be automatically charged to the User’s primary payment method.

9 RESTRICTED AND PROHIBITED ITEMS
9.1 The App may not be used for placing Booking Requests in respect of Goods that have not been approved by RTS as eligible, including but not limited to (“Excluded Goods”):
9.1.1 any Goods which are radioactive, toxic, flammable, explosive, noxious or otherwise of an inherently dangerous nature;
9.1.2 any Goods that have an intrinsic value of over £350 unless that value has been notified to RTS in writing at the time of the Booking Request and the Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for the carriage thereof;
9.1.3 any Goods, the possession of which is illegal or which it is illegal to export under the laws of England and Wales;
9.1.4 any Goods of a perishable nature that may deteriorate in transit unless agreed otherwise in writing by or on our behalf/on behalf of the Service Provider;
9.1.5 any Goods that are fragile and/or that are likely to be damaged in transit unless the precise nature of the Goods has been notified to RTS in writing at the time of making the Booking Request and Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for carriage thereof; or
9.1.6 any bullion, precious metals, cash (coins or banknotes) precious stones, jewellery, antiques, works of art, livestock, animals, glass or part-glass items, marble, ceramics, security safes, pianos, house removals or perishable foodstuffs unless the precise nature of the Goods has been notified to us, in writing at the time of making the Booking Request and Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for carriage thereof.

10 Cancellations
10.1 Method of Cancellation
Customers may cancel a booked ride exclusively via the mobile application, live chat, or email. Cancellations requested through any other method shall not be considered valid.
10.2 Standard Bookings (Booked 24 Hours or More in Advance)
Cancellation fees are determined based on the time remaining before the scheduled pickup time:
a. 24 hours or more prior to pick up
No cancellation fee shall apply. Any pre-authorisation placed on the customer’s card will be released.
b. Between 12 and 24 hours prior to pick up
A cancellation fee equal to 50% of the Quoted Fare shall be charged.
c. Between 6 and 12 hours prior to pick up
A cancellation fee equal to 75% of the Quoted Fare shall be charged.
d. Less than 6 hours prior to pick up
A cancellation fee equal to 100% of the Quoted Fare shall be charged.
10.3 Short-Notice Bookings (Booked Less Than 24 Hours in Advance)
For rides booked less than 24 hours before the scheduled pickup time, the customer is entitled to a 15-minute grace period commencing from the time the booking is confirmed.
• Cancellations made within this 15-minute period shall incur no charge.
• Upon expiry of the grace period, cancellation charges shall apply in accordance with Section 10.2, based on the remaining time before pickup.
10.4 Cancellation Charges
All cancellation fees shall be calculated based on the Quoted Fare accepted by the customer at the time of booking and may be charged to the payment method provided.
10.5 No-Shows
Failure to be present at the scheduled pickup time without a valid cancellation request shall be treated as a late cancellation and result in a charge of 100% of the Quoted Fare.
10.6 Changes & Rescheduling
Requests to modify or reschedule a booking are subject to availability and may be treated as a cancellation if made within the applicable cancellation window.
10.7 Refunds
Where applicable, refunds shall be processed to the original payment method within a reasonable timeframe. Transaction or processing fees, where applicable, are non-refundable.
11. Waiting Time
11.1 Standard Pick-Ups (Non-Airport Locations)
This includes, without limitation, pickups from private addresses, offices, hotels, and train stations, irrespective of destination.
a. Complimentary Waiting Time
RTS provides 15 minutes of complimentary waiting time commencing from the scheduled pickup time.
b. Chargeable Waiting Time (15–30 Minutes)
Waiting time exceeding the initial 15 minutes and up to a total of 30 minutes shall be charged on a pro rata basis in accordance with the RTS’s applicable waiting time rates.
c. Waiting Beyond 30 Minutes
Once the driver has waited 30 minutes, RTS shall attempt to contact the customer.
• Where the customer authorises continued waiting, the driver may remain on location and all additional waiting time after 15 minutes shall be charged in addition to the Quoted Fare.
• Where the Company is unable to contact the customer after 30 minutes, the booking shall be deemed a No-Show and charged in accordance with Section 10.
11.2 Airport Pick-Ups
a. Complimentary Waiting Time
For airport pickups, RTS provides 60 minutes of complimentary waiting time, commencing from the actual flight arrival time, as determined by official flight tracking information.
b. Waiting Beyond 60 Minutes
Once 60 minutes have elapsed following the flight’s arrival, RTS shall attempt to contact the customer.
• Where the customer authorises continued waiting, the driver may remain on location and all additional waiting time after 60 minutes shall be charged in addition to the Quoted Fare.
• Where RTS is unable to contact the customer after 60 minutes from flight arrival, the booking shall be deemed a No-Show and charged in accordance with Section 10.
11.3 General Provisions
• All waiting time charges shall be billed to the payment method provided at the time of booking.
• Complimentary waiting time applies per booking and may not be accumulated or transferred.
• The Company reserves the right to depart the pickup location if the customer remains unreachable and operational constraints require.
12. DATA PROTECTION AND PRIVACY
a. RTS guarantees that personal data remains safe and private. Any personal data that User supplies to RTS when using the App will be used by RTS in accordance with its Privacy Policy.
b. For quality assurance and training purposes, RTS may record telephone calls between Users and Service Providers, as well as telephone calls between Users and customer support.
c. RTS holds PCI DSS certification and does not store credit card data.

13. INTELLECTUAL PROPERTY RIGHTS AND LICENCE
a. All trademark rights, copyright, database rights and any other intellectual property rights of any nature vesting in the App together with the underlying software code are exclusively owned by RTS.
b. RTS hereby grants User a worldwide, non-exclusive, non-transferable royalty-free revocable licence to use the App for personal use in accordance with these Terms.

14. AVAILABILITY OF APP, DISCLAIMER OF WARRANTIES
a. The App is available to handheld mobile devices running Apple iOS and Android OS Operating Systems. RTS will use reasonable efforts to make the App available at all times. However, User acknowledges that the App is provided over the internet and mobile networks and thus the quality and availability of the App may be affected by factors outside of RTS’s reasonable control.
b. RTS and sub-contractors do not accept any responsibility whatsoever for unavailability of the App, or any difficulty or inability to download or access content or any other communication system failure which may result in the App being unavailable.
c. RTS will not be responsible for any support or maintenance for the App.
d. To the maximum extent permitted by Applicable Laws, RTS hereby disclaims all implied warranties with regard to the App. The App and software are provided “as is” and “as available” without warranty of any kind.

15. SYSTEM REQUIREMENTS
a. In order to use the App, User must have a compatible mobile telephone or handheld device, internet access, and the minimum specifications applicable from time to time.
b. RTS may upgrade the App from time to time to add support for new functions and services.

16 LIMITATIONS OF LIABILITY
16.1 To the fullest extent permitted by law, neither RTS, nor a Service Provider is in any event liable for any indirect, punitive, exemplary or consequential losses or damages of whatsoever kind suffered or incurred by a User and/or Recipient arising out of the Services.
16.2 If User has any complaints regarding the actions or inactions of any Service Provider, then it shall contact the relevant Service Provider in the first instance
16.3 Neither RTS, nor any Service Provider is in any event liable for:
16.3.1 the actions or inactions of other Users;
16.3.2 the situation where a User’s mobile device is stolen and any third party subsequently makes use of User’s account;

16.3.3 failure to meet any of RTS’s obligations under these Terms where such failure is due to events beyond RTS’s control (for example a network failure);
16.3.4 any damage or alteration to User’s equipment including but not limited to computer equipment, handheld device or mobile telephones as a result of the installation or use of the App
16.4 In no event shall RTS’s, or any Group Company’s, aggregate liability for any and all claims arising out of the provision of the Transport Services (howsoever caused whether by contract, tort (including negligence) breach of statutory duty or otherwise) exceed £350.
16.5 Nothing in these Terms shall exclude or limit RTS’s liability for a) death or personal injury caused by RTS’s negligence; b) fraud; or c) any other liability which cannot be excluded or limited under Applicable Laws.

17 MISCELLANEOUS
17.1 For any complaints or questions regarding lost & found items, please email us via support@rovelinks.com, or report them to us via the chat function in the App.
17.2 If any provision of these Terms shall be deemed unlawful, void or otherwise unenforceable, then such provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions.
17.3 RTS may change the Terms at any time by posting a revised version on its website. Any change shall come into effect and be deemed accepted by the User if the User continues using the App after the revised version is posted.
17.4 RTS shall be free to assign, novate or otherwise deal with the whole or any part of its rights or obligations under this Agreement to any Group Company without the prior written consent of the User. Any such change shall be implemented in accordance with this clause 17.

18 DISPUTE RESOLUTION
18.1 If the User has a complaint relating to these Terms, the App or any Services, Wheely will try to resolve the complaint using its internal complaints-handling procedure. Please contact RTS by email at support@rovelinks.com, or by chat feature within the App.
18.2 If the complaints-handling procedure is exhausted and RTS has not been able to resolve the complaint, the parties shall first seek settlement of that dispute by mediation.
18.3 If the dispute is not settled by mediation within 28 days of the commencement of the mediation, or such further period as the parties may agree in writing, then the dispute shall be referred to an independent, professional provider of arbitration services, the identity of which will be determined by RTS.
18.4 In any arbitration commenced pursuant to clause 18.3:
18.4.1 the language to be used in the mediation and in the arbitration shall be English;
18.4.2 the number of arbitrators shall be one;
18.4.3 the legal place, of arbitration shall be London, UK;
18.4.4 the governing law of these Terms shall be the laws of England and Wales; and
18.4.5 the award shall be final and binding on the parties unless: (i) RTS elects to refer the dispute to a court; or (ii) Applicable Laws render this clause 18.4.5 unenforceable, in which case clause 18.5 shall apply.
18.5 These Terms and all non-contractual obligations arising in any way whatsoever out of or in connection with the Terms are exclusively governed by the laws of England and Wales. Disputes or claims arising out of or related to these Terms and which are not settled in accordance with the preceding provisions of this clause 18 are subject to the exclusive jurisdiction of the courts of England and Wales.

Terms & Conditions 1. APPLICABILITY OF TERMS AND BASIS OF CONTRACT 1.1 These terms and conditions (“Terms”) govern your use of the App. By installing the App, you (“User” or “you”) agree to be bound by these Terms. 1.2 These Terms, together with the Service Provider Terms (where applicable), also apply to the supply of Services. Please review these Terms and the applicable Service Provider Terms carefully before you accept the applicability thereof by installing the App or requesting Services. 2. DEFINITIONS “App” means the RTS mobile application software developed and offered by Rovelinks to enable User to book Services in accordance with these Terms. “Applicable Laws” means all laws, statutes, regulations and codes from time to time in force and applicable as between RTS and the User. “Booking Request” means a Transport Booking Request. “Cancellation Fees” has the meaning given in clause 6.3. “Charges” means the fees and charges for the provision of the Services. “Drop-Off Location” means the location specified by the User in the Booking Request where the Service Provider is required to drop off a Passenger. “Excluded Goods” has the meaning given in clause 10. “Passenger” means the natural person (who may be the User or another individual) who is the subject of the Transport Services. “Pick-Up Location” means the location specified by User in the Booking Request where the Service Provider is required to pick up a Passenger. “Pick-Up Time” means the time specified by User, and confirmed by the Service Provider, to collect the Passenger. “Services” means the Transport Services. “Service Provider” means the provider of the Services as specified in the TSA. Service Provider may be a natural person or a corporate entity. For the avoidance of doubt, RTS does not provide Services but in certain jurisdictions a Group Company may be required to do so. “Transport Booking Request” means the User’s request via the App for a Service Provider to perform the Transport Service, setting out details of the desired Pick-Up Time, Pick-Up Location, Drop-Off Location and any other information required by the Services Provider relating to the requested Transport Service. “Transport Service” means the private hire transportation of a Passenger from one location to another by a Service Provider in accordance with a Transport Booking Request, these Terms, any applicable Service Provider Terms and Applicable Laws. “TSA” means the transportation services agreement or equivalent document issued to the User on acceptance of a Booking Request which includes the details of the Service, the Service Provider and any applicable Service Provider Terms. The journey is provided by the Service Provider identified in the TSA who acts as principal and contracts directly with the User for the provision of the relevant Service. “RTS” means Rovelinks Travels Ltd., a private limited company incorporated and registered in England and Wales with company number 14244702. 3. CREATING AN ACCOUNT 3.1 Before being able to place a Booking Request via the App, User must create an account using the App. Personal accounts are intended for private, non-commercial use only. 3.2 In order to create a personal account, User shares his/her first name, last name, email address, telephone number and credit card data. User guarantees that all data provided are true, correct and up to date. It is not possible to link a credit card to a personal account which is not registered in User’s name. 3.3 RTS may suspend or terminate an account at any time for any reason including, without limitation, if Wheely has reason to believe that the account is created with false data or otherwise being used for fraudulent purposes. 4. CONDITIONS OF USE 4.1 User will not resell any Services. 4.2 User will not, nor will it allow third parties on User’s behalf to: (i) make or distribute copies of the App; (ii) attempt to copy, rent, sub-license, loan, merge, reproduce, alter, modify, reverse engineer, disassemble, decompile, transfer, exchange, translate, hack, distribute, harm or misuse the App; or (iii) create derivative works of the App of any kind whatsoever. 4.3 RTS reserves the right to amend or withdraw the App, or charge for the App at any time and for any reason. 4.4 User acknowledges that the terms of agreement with User’s respective mobile network provider (‘Mobile Provider’) will continue to apply when using the App. As a result, User may be charged by the Mobile Provider for access to network connection services for the duration of the connection while accessing the App or any such third party charges as may arise. User accepts responsibility for any such charges that arise. 4.5 If User is not the bill payer for the mobile telephone or handheld device being used to access the App, User warrants that it has permission from the bill payer to use the App and pay for the Services. 4.6 User shall ensure that at all times it complies with and shall procure that each Passenger complies with these Terms. Any failure to comply shall result in immediate suspension of the User’s right to access the App and/or Services. Further, to the extent that a Service Provider considers that a User or Passenger is not in compliance with these Terms, it shall be entitled to cancel the provision of the relevant Services and the provisions of clause 6.2 shall apply. 5 BOOKING SERVICES 5.1 Users may request Services by submitting a Booking Request via the App. 5.2 By submitting a Booking Request, User is offering to purchase Services subject to these Terms. This does not mean the Booking Request has been accepted. A contract for the provision of a Service will only be formed once a Booking Request has been accepted by the Service Provider. 5.3 Once a contract between the User and the relevant Service Provider has been formed pursuant to clause 5.2, it may be cancelled by User at any time without reason by notifying the Service Provider directly or using the App, subject to payment of a Cancellation Fee and any applicable Charges and/or Disbursements (and applicable Transaction Fees) in accordance with clause 6. 5.4 The services provided by Service Providers through the App include: (i) the acceptance of Booking Requests and the provision of a Service in accordance with the Booking Request; (ii) provision of the booking confirmation to a User before the journey start; (iii) keeping a record of each accepted Booking Request and remote monitoring of the performance of the Services; (iv) receipt of and dealing with feedback, questions and complaints relating to the Services, as well managing any lost property queries relating to the Services, and (v) any other obligation specifically required by Applicable Laws. 6 CHARGES AND FEES 6.1 Charges — RTS shall charge User, and User agrees to pay, the Charges. 6.2 Cancellation Fees — In the case where User cancels a Booking Request after the Service Provider has accepted it, Please read section 10 or the Service Provider cancels a Booking Request due to: 6.2.1 the Passenger not being at the agreed Pick-Up Location at the Pick-Up Time; 6.2.2 any of the reasons contemplated by these Terms; or 6.2.3 User being in breach of these Terms, RTS will charge the User a cancellation fee including waiting time, which will amount to at least the minimum Charge for the Service (“Cancellation Fee”). Where the Service Provider cancels a Booking Request as a result of the User’s breach of these Terms. 7 PAYMENT BY USER 7.1 Credit card payments only — Services booked by Users via the App can only be paid by credit card. After the ride we will charge it automatically. 7.2 Timing — Charges and Cancellation Fees (which shall be the subject of a separate agreement between RTS and the Service Provider) shall be charged automatically by RTS once Service Provider has confirmed that the Services have been completed and/or cancelled, using the credit card linked to the account. 7.3 Account updates to stored payment methods — If User chooses to store or link a payment method to their account, User authorises RTS and its payment service providers to update User’s stored payment method details (for example, when User’s card expires or is replaced) using information provided by the card issuer or payment service provider. User agrees that RTS may continue to charge any applicable Charges to the updated payment method without further action from you. 7.4 Insufficient funds on credit card — In case after the ride it transpires that the credit card linked to User’s personal account does not have sufficient funds to cover the applicable charges, User agrees to add credit to his/her card within one week or provide details of an alternative credit card from which payment can be taken. Until RTS has received payment, User’s personal account will be locked. After receipt of the payment, the User’s account will be unlocked and User will be free to continue to use the App and receive the Services. 7.5 Multiple credit cards — Subject to compliance with clause 3.2, User may link multiple credit cards to a personal account and choose the preferred card when making a Booking Request. In the event that RTS is unable to charge the preferred card, it will charge any other card linked to User’s personal account. 7.6 Preauthorisation — RTS will pre-authorise User’s credit card to ensure that there are sufficient funds to cover the Booking Request. This is not a payment but to keep the journey smooth we will ensure there are enough funds in the card. We usually preauthorise the payment 12 hours before the journey starts. In case of journey changes or specially in the hourly rides if user asks to extend the journey, we will do another preauthorisation at that time to make sure funds are available to cover the cost. At the end of the journey, we will deduct the final payment and release the rest of the money if there would be any. 7.7 In order to charge, RTS uses the services of third-party payment processors. RTS is not responsible or liable for errors by these payment processors. 7.8 To the fullest extent permitted by Applicable Laws, all payments charged by RTS are non-refundable. 8 RULES OF CONDUCT FOR PASSENGERS 8.1 User guarantees that Passengers will comply with the following rules and guidelines: 8.1.1 No more than four passengers in Saloon vehicle or seven passengers for V-class. 8.1.2 No smoking. 8.1.3 No littering, eating or spilling of liquids. 8.1.4 No distracting the driver from the road. 8.1.5 No causing hazardous situations. 8.2 User is responsible for the cost of repairing any damage to, or necessary cleaning of, Service Provider’s vehicle in excess of normal “wear and tear” damages and standard cleaning. In the event that a Service Provider reports the need for repair or cleaning by submitting to RTS and to the User a photo or video proof of the damage or soiling, and such request is verified in RTS’s reasonable discretion, RTS reserves the right to facilitate payment for such repair or cleaning on behalf of the Service Provider using the payment method designated in User’s account. Such amounts will be transferred by RTS to the Service Provider and are non-refundable. User will receive an email with a receipt evidencing that the amount charged is equal to the cost of the cleaning or repair. 8.3 In particular, but without prejudice to the generality of this clause 9, should a User and/or Passenger smoke in any vehicle whilst using the Transport Service, then RTS shall be entitled to apply a cleaning fee of £200 which will be automatically charged to the User’s primary payment method. 9 RESTRICTED AND PROHIBITED ITEMS 9.1 The App may not be used for placing Booking Requests in respect of Goods that have not been approved by RTS as eligible, including but not limited to (“Excluded Goods”): 9.1.1 any Goods which are radioactive, toxic, flammable, explosive, noxious or otherwise of an inherently dangerous nature; 9.1.2 any Goods that have an intrinsic value of over £350 unless that value has been notified to RTS in writing at the time of the Booking Request and the Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for the carriage thereof; 9.1.3 any Goods, the possession of which is illegal or which it is illegal to export under the laws of England and Wales; 9.1.4 any Goods of a perishable nature that may deteriorate in transit unless agreed otherwise in writing by or on our behalf/on behalf of the Service Provider; 9.1.5 any Goods that are fragile and/or that are likely to be damaged in transit unless the precise nature of the Goods has been notified to RTS in writing at the time of making the Booking Request and Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for carriage thereof; or 9.1.6 any bullion, precious metals, cash (coins or banknotes) precious stones, jewellery, antiques, works of art, livestock, animals, glass or part-glass items, marble, ceramics, security safes, pianos, house removals or perishable foodstuffs unless the precise nature of the Goods has been notified to us, in writing at the time of making the Booking Request and Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for carriage thereof. 10 Cancellations 10.1 Method of Cancellation Customers may cancel a booked ride exclusively via the mobile application, live chat, or email. Cancellations requested through any other method shall not be considered valid. 10.2 Standard Bookings (Booked 24 Hours or More in Advance) Cancellation fees are determined based on the time remaining before the scheduled pickup time: a. 24 hours or more prior to pick up No cancellation fee shall apply. Any pre-authorisation placed on the customer’s card will be released. b. Between 12 and 24 hours prior to pick up A cancellation fee equal to 50% of the Quoted Fare shall be charged. c. Between 6 and 12 hours prior to pick up A cancellation fee equal to 75% of the Quoted Fare shall be charged. d. Less than 6 hours prior to pick up A cancellation fee equal to 100% of the Quoted Fare shall be charged. 10.3 Short-Notice Bookings (Booked Less Than 24 Hours in Advance) For rides booked less than 24 hours before the scheduled pickup time, the customer is entitled to a 15-minute grace period commencing from the time the booking is confirmed. • Cancellations made within this 15-minute period shall incur no charge. • Upon expiry of the grace period, cancellation charges shall apply in accordance with Section 10.2, based on the remaining time before pickup. 10.4 Cancellation Charges All cancellation fees shall be calculated based on the Quoted Fare accepted by the customer at the time of booking and may be charged to the payment method provided. 10.5 No-Shows Failure to be present at the scheduled pickup time without a valid cancellation request shall be treated as a late cancellation and result in a charge of 100% of the Quoted Fare. 10.6 Changes & Rescheduling Requests to modify or reschedule a booking are subject to availability and may be treated as a cancellation if made within the applicable cancellation window. 10.7 Refunds Where applicable, refunds shall be processed to the original payment method within a reasonable timeframe. Transaction or processing fees, where applicable, are non-refundable. 11. Waiting Time 11.1 Standard Pick-Ups (Non-Airport Locations) This includes, without limitation, pickups from private addresses, offices, hotels, and train stations, irrespective of destination. a. Complimentary Waiting Time RTS provides 15 minutes of complimentary waiting time commencing from the scheduled pickup time. b. Chargeable Waiting Time (15–30 Minutes) Waiting time exceeding the initial 15 minutes and up to a total of 30 minutes shall be charged on a pro rata basis in accordance with the RTS’s applicable waiting time rates. c. Waiting Beyond 30 Minutes Once the driver has waited 30 minutes, RTS shall attempt to contact the customer. • Where the customer authorises continued waiting, the driver may remain on location and all additional waiting time after 15 minutes shall be charged in addition to the Quoted Fare. • Where the Company is unable to contact the customer after 30 minutes, the booking shall be deemed a No-Show and charged in accordance with Section 10. 11.2 Airport Pick-Ups a. Complimentary Waiting Time For airport pickups, RTS provides 60 minutes of complimentary waiting time, commencing from the actual flight arrival time, as determined by official flight tracking information. b. Waiting Beyond 60 Minutes Once 60 minutes have elapsed following the flight’s arrival, RTS shall attempt to contact the customer. • Where the customer authorises continued waiting, the driver may remain on location and all additional waiting time after 60 minutes shall be charged in addition to the Quoted Fare. • Where RTS is unable to contact the customer after 60 minutes from flight arrival, the booking shall be deemed a No-Show and charged in accordance with Section 10. 11.3 General Provisions • All waiting time charges shall be billed to the payment method provided at the time of booking. • Complimentary waiting time applies per booking and may not be accumulated or transferred. • The Company reserves the right to depart the pickup location if the customer remains unreachable and operational constraints require. 12. DATA PROTECTION AND PRIVACY a. RTS guarantees that personal data remains safe and private. Any personal data that User supplies to RTS when using the App will be used by RTS in accordance with its Privacy Policy. b. For quality assurance and training purposes, RTS may record telephone calls between Users and Service Providers, as well as telephone calls between Users and customer support. c. RTS holds PCI DSS certification and does not store credit card data. 13. INTELLECTUAL PROPERTY RIGHTS AND LICENCE a. All trademark rights, copyright, database rights and any other intellectual property rights of any nature vesting in the App together with the underlying software code are exclusively owned by RTS. b. RTS hereby grants User a worldwide, non-exclusive, non-transferable royalty-free revocable licence to use the App for personal use in accordance with these Terms. 14. AVAILABILITY OF APP, DISCLAIMER OF WARRANTIES a. The App is available to handheld mobile devices running Apple iOS and Android OS Operating Systems. RTS will use reasonable efforts to make the App available at all times. However, User acknowledges that the App is provided over the internet and mobile networks and thus the quality and availability of the App may be affected by factors outside of RTS’s reasonable control. b. RTS and sub-contractors do not accept any responsibility whatsoever for unavailability of the App, or any difficulty or inability to download or access content or any other communication system failure which may result in the App being unavailable. c. RTS will not be responsible for any support or maintenance for the App. d. To the maximum extent permitted by Applicable Laws, RTS hereby disclaims all implied warranties with regard to the App. The App and software are provided “as is” and “as available” without warranty of any kind. 15. SYSTEM REQUIREMENTS a. In order to use the App, User must have a compatible mobile telephone or handheld device, internet access, and the minimum specifications applicable from time to time. b. RTS may upgrade the App from time to time to add support for new functions and services. 16 LIMITATIONS OF LIABILITY 16.1 To the fullest extent permitted by law, neither RTS, nor a Service Provider is in any event liable for any indirect, punitive, exemplary or consequential losses or damages of whatsoever kind suffered or incurred by a User and/or Recipient arising out of the Services. 16.2 If User has any complaints regarding the actions or inactions of any Service Provider, then it shall contact the relevant Service Provider in the first instance 16.3 Neither RTS, nor any Service Provider is in any event liable for: 16.3.1 the actions or inactions of other Users; 16.3.2 the situation where a User’s mobile device is stolen and any third party subsequently makes use of User’s account; 16.3.3 failure to meet any of RTS’s obligations under these Terms where such failure is due to events beyond RTS’s control (for example a network failure); 16.3.4 any damage or alteration to User’s equipment including but not limited to computer equipment, handheld device or mobile telephones as a result of the installation or use of the App 16.4 In no event shall RTS’s, or any Group Company’s, aggregate liability for any and all claims arising out of the provision of the Transport Services (howsoever caused whether by contract, tort (including negligence) breach of statutory duty or otherwise) exceed £350. 16.5 Nothing in these Terms shall exclude or limit RTS’s liability for a) death or personal injury caused by RTS’s negligence; b) fraud; or c) any other liability which cannot be excluded or limited under Applicable Laws. 17 MISCELLANEOUS 17.1 For any complaints or questions regarding lost & found items, please email us via support@rovelinks.com, or report them to us via the chat function in the App. 17.2 If any provision of these Terms shall be deemed unlawful, void or otherwise unenforceable, then such provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions. 17.3 RTS may change the Terms at any time by posting a revised version on its website. Any change shall come into effect and be deemed accepted by the User if the User continues using the App after the revised version is posted. 17.4 RTS shall be free to assign, novate or otherwise deal with the whole or any part of its rights or obligations under this Agreement to any Group Company without the prior written consent of the User. Any such change shall be implemented in accordance with this clause 17. 18 DISPUTE RESOLUTION 18.1 If the User has a complaint relating to these Terms, the App or any Services, Wheely will try to resolve the complaint using its internal complaints-handling procedure. Please contact RTS by email at support@rovelinks.com, or by chat feature within the App. 18.2 If the complaints-handling procedure is exhausted and RTS has not been able to resolve the complaint, the parties shall first seek settlement of that dispute by mediation. 18.3 If the dispute is not settled by mediation within 28 days of the commencement of the mediation, or such further period as the parties may agree in writing, then the dispute shall be referred to an independent, professional provider of arbitration services, the identity of which will be determined by RTS. 18.4 In any arbitration commenced pursuant to clause 18.3: 18.4.1 the language to be used in the mediation and in the arbitration shall be English; 18.4.2 the number of arbitrators shall be one; 18.4.3 the legal place, of arbitration shall be London, UK; 18.4.4 the governing law of these Terms shall be the laws of England and Wales; and 18.4.5 the award shall be final and binding on the parties unless: (i) RTS elects to refer the dispute to a court; or (ii) Applicable Laws render this clause 18.4.5 unenforceable, in which case clause 18.5 shall apply. 18.5 These Terms and all non-contractual obligations arising in any way whatsoever out of or in connection with the Terms are exclusively governed by the laws of England and Wales. Disputes or claims arising out of or related to these Terms and which are not settled in accordance with the preceding provisions of this clause 18 are subject to the exclusive jurisdiction of the courts of England and Wales.