Welcome to NEAT Transport. 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 Transport website and services
"User" means any person using the Platform
"Business" refers to care companies and organizations using the Platform
"Admin" is the head office user with full business oversight
"Coordinator" manages specific geographical areas within a Business
"Manager" manages individual care homes/houses and creates bookings
"Driver" is an independent private hire vehicle operator providing transport services
"Passenger" is the individual being transported
"Booking" refers to a transport request made through the Platform
2. Platform Overview
NEAT Transport is a marketplace platform that connects care companies with independent private hire vehicle (PHV) drivers specializing in accessible transport. We are NOT a taxi firm and do NOT employ drivers.
Our Role
We provide the technology platform to facilitate bookings
We verify driver credentials and vehicle compliance
We maintain booking records for audit purposes (CQC compliance)
We facilitate communication between Businesses and Drivers
We do NOT provide the transport service itself
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, you Sign up using your oAuth Google Account
Businesses and Drivers sign up by registering themselves and creating their account
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 unauthorized access
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)
Authorized 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)
Create bookings for residents/passengers
Provide accurate passenger information and accessibility needs
Review and accept driver estimates
Communicate any special requirements
Submit incident reports when necessary
Ensure passenger is ready for pickup
Driver
Maintain valid credentials and insurance
Bid on All Bookings that match their capabilities
Accept Instant Bookings they can fulfill
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, NOT employees of NEAT Transport. Drivers:
Set their own working hours and availability
Determine their own bid prices for All 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 bid on/accept bookings you can fulfill
Arrive within agreed timeframe
Contact passenger/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
Bidding Guidelines
Bids 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
7. Payment Terms
Driver Subscription Model
NEAT Transport operates on a subscription model. Drivers pay a monthly fee to access the platform and keep 100% of passenger fares. Passengers never pay platform fees.
Phase 1 - Post-Launch Free Access
We aim to keep the app free for as long as possible for all drivers (Founding Drivers). This gives you access to the whole app and all its benefits, including our intelligent matching algorithm that connects you with passengers based on their specific accessibility needs.
As the app grows and it becomes necessary to cover operational costs (hosting, insurance, support), we will move to a subscription-based model via PayPal starting at just £4 per day (£125/month), which will automatically reduce with loyalty after 12 and 24 months.
We will provide 30 days written notice before subscription fees commence.
Phase 2 - Subscription Tiers
👑 Founding Driver (Limited to First 100 Drivers)
£99/month locked forever - your rate is guaranteed for the lifetime of your account. You will never be subject to future rate increases, even as standard pricing changes.
Standard Driver
£125/month (just £4/day) for new drivers. Your price automatically reduces with loyalty:
• Months 1-11: £125/month
• After 12 months: £115/month (automatic upgrade)
• After 24 months: £105/month (automatic upgrade)
Tier upgrades happen automatically - no action needed from you.
💡 Why subscriptions? Unlike Uber's 25-30% commission, our flat monthly fee means you keep 100% of your fares. Average drivers earn £400-600 more per month on NEAT compared to commission-based platforms.
When Subscriptions Become Active:
Founding Driver rate (£99/month) available to first 100 subscribers
Standard rate (£125/month) applies to all subsequent drivers
Loyalty tier upgrades apply automatically based on subscription start date
30 days written notice provided to all active drivers
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
Cancellation Policy:
Cancel anytime, no cancellation fees
Access continues until end of current billing period
No refunds for partial months
Re-subscribing after cancellation starts new subscription period (tier progress resets)
Our Promise: We are building a sustainable platform, not a profit-extraction machine. Our flat subscription model means you keep 100% of your fares - no commission on rides, ever. This creates a fair, transparent marketplace where drivers earn more and passengers pay less.
8. Cancellations and Refunds
We understand things happen beyond everyone's control. We urge all parties to cancel as soon as possible to maintain fairness for everyone on the platform.
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: 100% cancellation fee (payable to driver)
No-show: Full fare plus waiting time charges
Cancellation by Driver
More than 24 hours notice: No penalty (booking returned to available pool)
Less than 24 hours notice: Account warning; repeated cancellations may result in suspension
Emergency situations: Must contact user immediately; no penalty if genuine emergency
No-show: Serious breach; immediate account review and potential termination
Cancellation of Subscription
Subscription fees are generally non-refundable. However, we understand that exceptional circumstances may arise. If you believe you are entitled to a refund due to platform issues, billing errors, or other extraordinary situations, please contact support using the contact form below, giving as much detail and information as possible. Refunds are reviewed on a case-by-case basis at our discretion.
Standard cancellations do not qualify for refunds. You may cancel anytime and retain access until the end of your current billing period.
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 unauthorized 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 Transport 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 uploaded to the platform
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
Submit a complaint via our contact form or email
Provide booking reference and detailed description
We will acknowledge within 2 business days
We will investigate and respond within 10 business days
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 Transport 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 honor 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 honored 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: