Terms & Conditions

Welcome to NEAT Hub. These Terms and Conditions (“Terms”) govern your use of our accessible transport booking platform. By accessing or using our services, you agree to be bound by these Terms.

Please read these Terms carefully before using the platform. If you do not agree with any part of these Terms, you must not use our services.

1. Definitions

• “Platform” refers to the NEAT Hub website and services
• “User” means any person using the Platform
• “Business” refers to care companies and organisations using the Platform
• “Admin” is the head office user with full business oversight
• “Coordinator” manages specific geographical areas within a Business
• “Manager” adds and onboards individual care homes and residents and has an overview of journeys from the dashboard
• “House Staff” manages individual care homes, creates bookings, accepts the best ride quote, and liaises with the driver and manager
• “Driver” is an independent private hire vehicle operator providing transport services
• “Resident” is an individual being transported on behalf of a registered care organisation, care home, supported living provider, hospital, school, or similar institution
• “Passenger” is the public individual being transported
• “Booking” refers to a transport request made through the Platform

2. Platform Overview

NEAT Hub is an algorithm-matched booking platform that connects members of the public and care providers with independent private hire vehicle (PHV) drivers specialising in accessible transport. Drivers are matched to journeys based on vehicle capabilities and accessibility requirements — not open competition.

Our Role

• Journeys are matched to eligible drivers based on your specific vehicle and accessibility requirements. Matched drivers submit their price, and you choose based on price, rating, or driver familiarity.
• We provide the technology platform to facilitate bookings.
• We verify driver credentials and vehicle compliance documentation through self-declaration and rigorous document submission.
• We maintain comprehensive booking records for audit purposes to support CQC compliance.
• We facilitate transparent communication between Businesses, Care Providers, and Independent Drivers.
• Regulatory Boundaries: We do NOT provide the transport service itself.
• Driver Autonomy: We do NOT control driver schedules, pricing, or vehicle operations.

3. User Accounts and Registration

Account Creation

• You must be 18 years or older to create an account
• Public users sign up using their Google account
• Businesses and Drivers sign up by registering and creating their account directly
• You must provide accurate and complete information
• You are responsible for maintaining account security
• You must not share your login credentials
• You must notify us immediately of any unauthorised access

Driver Registration Requirements

• Valid UK driving licence
• Local authority private hire vehicle licence
• Enhanced DBS check (valid and current)
• Public liability insurance
• Comprehensive vehicle insurance
• Vehicle meets accessibility standards (where applicable)
• English language proficiency
• Health declaration

Important: Drivers must maintain valid credentials at all times. We reserve the right to suspend accounts if credentials expire or become invalid.

Business Registration Requirements

• Valid business registration
• CQC registration (where applicable for care providers)
• Authorised representative must create the account
• Accurate business address and contact details

4. User Roles and Responsibilities

Public

• Full oversight of your own account
• Book transport for yourself or family members
• Save passenger profiles for quick repeat bookings
• Compare driver quotes and choose the best fit
• Access your complete booking history
• Rate and review drivers after journeys
• Your account can be deleted at any time
• We reserve the right to store your information for a period of no more than 6 months after deletion

Admin (Business — Head Office)

• Full oversight of business account
• Onboard Coordinators and Managers
• View all bookings and audit trails
• Manage business settings and areas
• Review incident reports

Coordinator (Business — Area Managers)

• Oversee specific geographical areas
• Onboard Managers for houses within their area
• Monitor bookings within their area
• Review incident reports for their area

Manager (Business — House Managers)

• Onboard care homes and houses onto the platform
• Onboard and manage resident profiles and accessibility needs
• Handle complaints and incident reports
• Oversee bookings across their assigned houses
• Ensure compliance with care organisation requirements

Staff (Business — House Staff)

• Create bookings for residents and passengers
• Provide accurate passenger information and accessibility needs
• Review and accept driver estimates, choose your vehicle based on price, familiarity of driver or rating
• Communicate any special requirements to drivers
• Ensure passenger is ready for pickup
• Liaise directly with drivers on the day of travel

Driver

• Maintain valid credentials and insurance
• Bid on bookings that match their capabilities
• Only accept bookings they can fulfil
• Arrive on time and notify if delayed
• Provide safe and professional transport
• Accommodate accessibility needs as specified
• Submit incident reports if issues arise
• Comply with all private hire vehicle regulations

5. Booking Terms

How Bookings Work

• All bookings receive quotes from qualified drivers
• Earlier submissions give more drivers time to respond
• You compare prices, ratings, and driver profiles
• Choose the driver that best fits your needs
• Once accepted, the booking becomes a contract between you and the driver
• Quote period closes when you accept a driver

Booking Information Requirements

You must provide accurate information:

• Pickup and dropoff addresses with postcodes
• Date and time of journey
• Number of passengers and wheelchair users
• All accessibility requirements and support needs
• Passenger details (for audit trail)
• Any special instructions or medical considerations

Important: Failure to provide accurate accessibility information may result in service issues and additional charges.

6. Driver Terms

Independent Contractor Status

Drivers are independent contractors. Drivers:

• Set their own working hours and availability
• Determine their own bid prices for bookings
• Maintain their own insurance and vehicle
• Are responsible for their own tax and National Insurance
• Have direct contractual relationships with Businesses for each booking

Driver Obligations

• Only quote on the bookings you can fulfil
• Arrive within the agreed timeframe
• Contact passenger or manager if delayed
• Ensure vehicle is clean and accessible as advertised
• Treat all passengers with dignity and respect
• Follow passenger care plans and accessibility requirements
• Complete journey safely and professionally
• Submit incident reports for any issues during transport

Pricing and Quote Guidelines

• Pricing must be genuine and competitive
• Once a bid is accepted, you are committed to the booking
• You may withdraw a bid before acceptance without penalty
• Repeated no-shows or cancellations may result in account suspension

Driver Information and Passenger Privacy

Drivers operating on the NEAT Hub platform are matched to bookings exclusively on the basis of their declared vehicle capabilities, licensing area, and compliance status. The platform's matching algorithm ensures that only drivers whose vehicles meet the technical requirements of a booking are presented with that booking opportunity.

In accordance with the UK Equality Act 2010 and to protect the dignity and privacy of passengers, drivers are not provided with details of a passenger's disability, medical condition, or specific accessibility requirements prior to submitting a bid. The vehicle class and passenger count displayed on a booking card represent the full extent of pre-bid information available to drivers.

Upon acceptance of a bid by the care provider or booking coordinator, the driver will receive full journey details including any accessibility requirements necessary to complete the booking safely and professionally. Drivers are expected to review this information carefully before confirming the booking.

By registering on the NEAT Hub platform, drivers acknowledge and agree that the withholding of passenger accessibility information prior to bid acceptance is a deliberate and lawful design decision intended to prevent discriminatory bidding practices and to uphold the rights of passengers under applicable legislation.

7. Payment Terms

Payment Terms

• Subscriptions are billed monthly via PayPal
• First payment due upon subscription activation
• Auto-renewal on the same day each month
• Cancel anytime through your PayPal account
• No per-ride commissions — keep 100% of passenger fares

Subscription Cancellation

• Cancel anytime, no cancellation fees
• Access continues until end of current billing period
• No refunds for partial months

8. Cancellations and Refunds

We understand that plans change — particularly for the passengers we serve. Our cancellation policy is designed to be fair to both drivers, whose time and livelihood we respect, and to passengers and care organisations, many of whom face circumstances beyond their control.

Cancellation by User (Business or Public)

• More than 24 hours notice: Free cancellation
• 12–24 hours notice: Cancellation fee may apply at driver's discretion
• Less than 12 hours notice: Cancellation fee may apply — reviewed on a case-by-case basis
• Medical emergency or sudden illness: No fee. We serve vulnerable people and will always treat genuine emergencies with compassion
• No-show: Fee may apply at driver's discretion; contact us immediately if circumstances prevented attendance

Cancellation by Driver

• More than 24 hours notice: No penalty; booking returned to available pool
• Less than 24 hours notice: Account warning; repeated late cancellations may result in suspension
• Genuine emergency: No penalty; driver must notify the platform and user as soon as possible
• No-show without contact: Serious breach subject to immediate account review

Subscription Cancellation

Subscription fees are non-refundable in standard circumstances. You may cancel at any time and retain access until the end of your current billing period. Billing errors or platform failures will be reviewed and refunded where appropriate — contact support with full details.

Force Majeure

Either party may cancel without penalty in cases of extreme weather, road closures, medical emergencies, or other circumstances beyond reasonable control.

9. User Conduct and Prohibited Activities

All Users Must Not:

• Provide false or misleading information
• Impersonate another person or entity
• Engage in fraudulent activity
• Abuse, harass, or discriminate against other users
• Violate any applicable laws or regulations
• Attempt to hack, disrupt, or damage the Platform
• Use the Platform for any illegal purpose
• Share login credentials or allow unauthorised access

Driver-Specific Prohibitions:

• Operating without valid credentials or insurance
• Driving under the influence of alcohol or drugs
• Using an unsafe or unsuitable vehicle
• Refusing service based on protected characteristics
• Taking alternative routes without passenger consent (except for safety)
• Recording passengers without explicit consent

Safeguarding

All users must comply with safeguarding requirements. Any concerns about passenger welfare must be reported immediately through the incident reporting system.

10. Liability and Insurance

Platform Liability

NEAT Hub is a marketplace platform. We:

• ARE NOT LIABLE for driver conduct, vehicle condition, or transport services
• ARE NOT LIABLE for accidents, injuries, or property damage during transport
• ARE NOT LIABLE for delays, cancellations, or no-shows by drivers
• ARE NOT LIABLE for disputes between Businesses and Drivers
• DO NOT GUARANTEE driver availability or service quality

Driver Insurance Requirements

Drivers must maintain:

• Comprehensive vehicle insurance covering private hire operations
• Public liability insurance (minimum £5 million coverage)
• Valid insurance certificates
• Insurance that covers passengers with accessibility needs

Liability Between Driver and Business

The transport contract is directly between the Driver and Business. Any claims for injury, damage, or loss must be pursued between those parties and their insurers.

Platform Warranty Disclaimer

The Platform is provided “as is” without warranties of any kind. We do not warrant that the Platform will be uninterrupted, error-free, or secure.

11. Complaints and Disputes

Incident Reporting

All incidents during transport must be reported through the platform's incident reporting system within 24 hours.

Complaint Process

1. Submit a complaint via our contact form or email
2. Provide booking reference and detailed description
3. We will acknowledge within 2 business days
4. We will investigate and respond within 10 business days
5. If unresolved, escalate to our senior management team

Dispute Resolution

For disputes between Businesses and Drivers, we recommend:

• First attempt direct resolution between parties
• If unsuccessful, contact us to mediate (non-binding)
• Consider alternative dispute resolution (ADR) services
• As a last resort, pursue legal action through appropriate courts

12. Intellectual Property

All content on the Platform, including but not limited to text, graphics, logos, software, and design, is owned by NEAT Hub or our licensors and protected by UK and international intellectual property laws.

You may not copy, modify, distribute, sell, or reverse engineer any part of the Platform without our written permission.

13. Data Protection

We process personal data in accordance with UK GDPR and the Data Protection Act 2018. For full details on how we collect, use, and protect your data, please see our Privacy Policy.

By using the Platform, you consent to our data processing practices as described in our Privacy Policy.

14. Termination and Suspension

Account Termination

You may close your account at any time by contacting us. We may suspend or terminate your account if:

• You breach these Terms
• Your credentials expire or become invalid (drivers)
• You engage in fraudulent or illegal activity
• You repeatedly cancel bookings or fail to honour commitments
• We receive serious complaints about your conduct
• Required by law or regulatory authority

Effect of Termination

Upon termination, you will lose access to the Platform. Outstanding bookings may be honoured or cancelled at our discretion. Booking history will be retained for legal and compliance purposes.

15. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or through a notice on the Platform. Continued use of the Platform after changes constitutes acceptance of the updated Terms.

16. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Contact Information

If you have any questions about these Terms, please contact us: