Zergo Client Terms

Hull Online Group Ltd trading as Zergo (“Zergo”, “we”, “us”) offers the Zergo Client service via https://zergo.uk and the Zergo Client mobile app (together the “Service”). By creating an account or using the Service you agree to this Agreement. If you do not agree, do not use the Service.

1. General

• This Agreement becomes binding when you first use the Service (including when you finish creating an account).
• We may update this Agreement by posting a new version on https://zergo.uk/legal/terms. Continued use after a change means you accept the revised Agreement. This edition is effective from 22 August 2026 until replaced.
• Times in this Agreement are UTC+0 unless stated otherwise.
• Nothing here creates a partnership, joint venture, employment, or agency relationship between you and Zergo or between you and any driver.

2. Description of the Service

• Zergo is a technology platform that connects passengers (“Users”) with licensed private hire / taxi drivers (“Drivers”) for marketplace and local journey requests in the United Kingdom.
• Drivers provide the transport service. Zergo does not itself operate as the licensed carrier for your journey unless we expressly say otherwise in writing.
• After registration you get access to your account, trip history, payment methods, invoices, and settings. You must keep login details confidential and are responsible for activity on your account.
• The Service, apps, and site content are protected by intellectual property rights. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for your personal, lawful use only.
• The Service is provided “as is” and “as available”. Temporary outages, delays, or technical limits may occur for reasons outside our reasonable control.
• If you breach this Agreement we may suspend access and, where confirmed, terminate your account.
• Website ride booking forms may be paused from time to time; marketplace booking then continues primarily through the Client app.

3. Accounts

• You must use a real personal account (not anonymous) to post marketplace or local jobs.
• You represent that you have legal capacity, that information you provide is true and not misleading, and that your use of the Service is lawful.
• You may delete your account in-app (Settings → Delete account) or at https://zergo.uk/legal/delete-account. See our Privacy Policy for what we delete and what we may retain under UK law.

4. Marketplace bookings

• Marketplace jobs need at least 6 hours’ notice before pickup.
• Return pickup must be after outbound pickup.
• Jobs are shown to drivers by your home region.
• Wheelchair bookings auto-select Van (or larger) for capacity; the fare follows the selected vehicle class.
• Bidding may be enabled or disabled by Zergo; when off, the shown fare applies.
• A material change by you to pickup time, route, passengers, or vehicle class may be treated as a cancellation and re-booking under the rules then in force.

5. Fares (marketplace)

• Per mile: Economy £1.35 · Comfort £1.50 · Business £1.75 · Van £2.00 · Minibus £2.20
• Time: £0.12 per minute of estimated duration
• Pet surcharge: £2.00 per pet
• Airport surcharge: £5.00
• Weekend: +8%
• Night (22:00–06:00): +10%
• Luggage does not change the per-mile class rate. Wheelchair need raises the minimum vehicle class (Van+); price follows that class.
• Platform commission (driver side): a fixed 20% of the client fare (shown in-app). This is not a separate 35% booking fee charged on top of the passenger fare.
• Bid floor (when bidding is on): 82% of recommended fare
• Prices are shown in GBP unless we state otherwise. Your bank may convert currency and apply its own charges.

6. Payment

• Marketplace jobs require a saved payment method (card, Apple Pay, or Google Pay) before posting. Payments are processed by Stripe. We do not store full card numbers.
• When the driver presses On my way: a card hold (authorisation) is taken, cancellation is locked for client and driver, and in-app messages unlock for the trip.
• The hold amount is based on the trip fare at authorisation. Waiting may be added up to the authorised amount; amounts above the hold are not charged on that trip.
• Capture of the authorised amount (up to the final fare) happens when the trip is completed. An invoice may then be issued.
• Local jobs may be arranged without a card; payment for local jobs is between you and the driver unless we say otherwise in-app.
• Failed authorisation may prevent a paid marketplace trip from earning a driver wallet credit until payment is settled.
• You authorise us (via Stripe) to capture authorised amounts and any waiting charges that fit within the authorised hold for each trip.

7. Cancellation

• Client cancel allowed until 90 minutes before pickup, and only while status is open/assigned.
• No client cancel after driver On my way, Arrived, or Started.
• Round-trip (return) jobs: once the outbound leg is complete, the booking pauses and only the return leg can be cancelled (the completed outbound leg is not refundable). Cancelling more than 3 hours before the return pickup time is free — the fare is re-priced to the outbound portion only. Cancelling within 3 hours of the return pickup time keeps the full original combined fare charged, because the driver held that slot for you.
• If a driver declines or cannot complete an assigned trip before commitment, you may accept another driver or cancel under the rules then shown in-app.
• Refunds of captured card payments (if any) are handled according to the status at cancellation and applicable law; contact office@zergo.uk with your trip or invoice reference.

8. Waiting & no-show

• Home: 10 minutes free · then £0.30 per minute · no-show after 15 minutes
• Airport: 30 minutes free · then £0.50 per minute · no-show after 60 minutes
• If you (or your passenger) do not present for pickup within the no-show window, the trip may be marked no-show and cancellation / fare rules then shown in-app may apply.
• You must not bring undeclared special cargo or goods that are illegal or unsafe to carry.

9. User obligations

• Treat drivers respectfully. Do not request illegal, unsafe, or discriminatory journeys (including requirements based on a driver’s sex, race, nationality, religion, disability, age, or sexual orientation).
• Do not disrupt the Service, scrape data, reverse engineer apps, remove proprietary notices, or misuse Zergo branding.
• Keep passwords secure and notify us promptly of unauthorised access.
• Obtain any travel documents you need for yourself and passengers; drivers and Zergo are not liable for missing or invalid passenger documents.
• You may rate completed trips in-app.

10. Liability

• Zergo is a booking platform connecting clients and licensed drivers. Drivers provide the transport service.
• To the fullest extent permitted by UK law, we exclude implied warranties of merchantability and fitness for a particular purpose, and we do not guarantee uninterrupted or error-free Service.
• To the fullest extent permitted by UK law, we are not liable for indirect, incidental, special, or consequential loss, lost profits, or loss of data arising from use of the Service or from your relationship with a driver.
• Nothing in this Agreement excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited under UK law.
• Subject to the above, our aggregate liability arising from a marketplace trip will not exceed the fare amount captured for that trip.

11. Indemnity

• You agree to indemnify Zergo against losses and reasonable costs arising from your breach of this Agreement or unlawful misuse of the Service, to the extent permitted by law.

12. Privacy & messages

• Personal data is processed as described in our Privacy Policy at https://zergo.uk/legal/privacy.
• We may send service messages about your account and trips. Marketing messages are sent only where permitted; you can opt out where we provide that option.

13. Termination

• You may stop using the Service and delete your account at any time.
• We may suspend or terminate access if you breach this Agreement, if required by law, or if continuing the Service is no longer commercially viable.
• Provisions that by nature should survive (including liability limits, indemnity, and governing law) continue after termination.

14. Governing law & disputes

• This Agreement is governed by the laws of England and Wales.
• Courts of England and Wales have exclusive jurisdiction, without prejudice to any mandatory consumer rights you may have in your place of residence in the UK.
• Contact office@zergo.uk or https://zergo.uk/contact before formal proceedings so we can try to resolve the issue.

15. Other

• We may assign this Agreement to another UK entity in connection with a reorganisation or sale. You may not assign your rights without our consent.
• If any clause is unenforceable, the rest remains in force.
• This Agreement is in English. English prevails over any translation.
• Notices to you may be given in-app, on the Site, or by email to your registered address. Notices to us: office@zergo.uk.

Zergo Driver Terms

Hull Online Group Ltd trading as Zergo (“Zergo”) offers the Zergo Driver app and related tools. By creating a driver account or going online you agree to these terms and the Client Terms product rules that apply to jobs you accept.

1. Eligibility

• You must hold valid licences, insurance, and local authority permissions required to carry passengers for hire/reward in your operating area.
• Documents you upload must be accurate and current. Zergo may suspend drivers with expired or invalid documents.
• You must confirm that you are the registered owner of the vehicle used for Zergo jobs, or that you have permission from the vehicle owner to use it for Zergo jobs.
• Fake GPS / mock location is not allowed and may lead to suspension.

2. Jobs & commission

• Platform commission: a fixed 20% of the client fare (shown in-app / on the job).
• Marketplace On my way is available from 90 minutes before pickup.
• Full addresses are revealed after On my way.
• Driver cancel allowed until 90 minutes before pickup, and only while status is assigned.
• No cancel after On my way, Arrived, or Started.
• When you press On my way: client card hold is requested, cancel is locked, and trip messages unlock.
• Round-trip (outbound + return) jobs: accepting one commits you to completing both legs. Once the outbound leg is complete, the job pauses awaiting the return and you cannot release or cancel just the return portion — only the client may cancel the return leg, under the Client Terms.
• While a return leg is pending, you remain free to accept other jobs, but the app will not let you accept a job that clashes with a job already on your schedule, including the travel time needed to get there.

3. Waiting & no-show

• Home: 10 minutes free · then £0.30 per minute · no-show after 15 minutes
• Airport: 30 minutes free · then £0.50 per minute · no-show after 60 minutes
• Waiting that fits within the client card authorisation is paid to the driver as part of trip settlement.
• Waiting above the authorised hold is not charged to the client on that trip and is not added beyond the hold.

4. Payment & wallet

• Marketplace trips: client card hold at On my way; capture on completed. Driver wallet is credited only after successful capture.
• If capture fails, wallet credit is skipped until payment is resolved by Zergo.
• Local jobs may settle outside the platform card flow.

5. Payouts

• You can withdraw available wallet earnings to your linked UK bank account in the Driver app.
• Payout schedule: manual withdraw (on request) or weekly automatic payout — you choose in the wallet settings.
• Manual withdraw: full available balance only (no partial withdraw); minimum available £20; fee £0.50 taken from balance.
• Weekly automatic payout: free (no £0.50 manual fee) when enabled and eligibility rules in-app are met.
• Withdraw requests are processed by Zergo to your saved UK bank details. Timing depends on banking rails and operational checks; this is not Stripe Instant Payouts.
• A UK bank account must be linked before you can withdraw.
• Withdraw wallet balance / clear pending payouts before deleting your account where applicable.

6. Conduct

• Provide the booked service safely and professionally.
• Do not solicit off-platform payment for marketplace jobs that were held/charged in-app.
• Do not discriminate against passengers. Treat all Users lawfully and respectfully.

7. Liability, law & account deletion

• Liability limits and governing law in the Client Terms apply to the platform relationship as between you and Zergo, to the extent permitted by law.
• You may delete your driver account in-app (Settings → Delete account) or at https://zergo.uk/legal/delete-account.
• We may update these terms on https://zergo.uk/legal/terms. Continued use after an update means you accept the revised rules.
• This Agreement is governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction, without prejudice to mandatory UK rights that cannot be waived.
• Contact office@zergo.uk for disputes or account questions.
• Notices may be given in-app, on the Site, or by email. Notices to us: office@zergo.uk.