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 13 October 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

• 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)

• The fare is shown to you when you book or choose your ride, before you confirm.
• Wheelchair need raises the minimum vehicle class (Van+); the fare follows that class.
• Waiting time, stops added to the trip and any cancellation or no-show charges are explained in sections 7, 8 and 9 below.
• 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 (ASAP rides) also need a saved payment method. When a driver accepts your Local job a card hold is placed on your saved payment method, and the final fare is captured when the trip is completed. See section 9 (Local jobs).
• 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

• Pre-booked (marketplace) jobs: free client cancel while the job is open/assigned, until 30 minutes before pickup.
• Inside the last 30 minutes before pickup, once a driver has accepted, you may still cancel, but a cancellation fee of £9.00 applies because the driver has kept that time free for you.
• After the driver presses On my way (or Arrived) you may still cancel. The cancellation fee is £9.00, plus £1.20 for every mile the driver has already driven toward the pickup if that distance is more than 20 miles. The fee is never more than the trip fare and is charged to your saved payment method. Zergo keeps 20% and the rest is paid to the driver.
• After Person on board (trip started), the booking can no longer be cancelled, but you can end the trip early with End trip here. The trip is then completed and charged for the part of the route already driven (never less than the minimum fare, which is £5.50 for Local trips and £9.00 for pre-booked trips, and never more than the full fare), plus any waiting time and extras.
• 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

• Pre-booked home pickup: 10 minutes free, counted from the scheduled pickup time · then £0.30 per minute · the driver may report a no-show after 10 minutes. On a no-show, £9.00 is charged to your saved payment method, plus £1.20 per mile if the driver travelled more than 20 miles to reach you (never more than the trip fare).
• Pre-booked airport pickup: 10 minutes free, counted from the scheduled pickup time · then £0.30 per minute · the driver may report a no-show after 10 minutes. On a no-show the whole trip fare is charged, because the driver has travelled to the airport for you.
• Tip: flights can land late, and baggage and passport control take time. Book your airport pickup later than the flight’s arrival time so you are not charged for a no-show.
• Stops added to your trip: 2 minutes free from the moment the driver arrives at the stop (detected by GPS), then £0.30 per minute until the trip continues. No waiting charge applies at stops at an airport.
• Local jobs have their own waiting and no-show rules, set out in section 9 (Local jobs).
• You must not bring undeclared special cargo or goods that are illegal or unsafe to carry.

9. Local jobs (ASAP rides)

• Local jobs are on-demand rides that Zergo offers to nearby drivers straight away.
• A card hold is placed on your saved payment method as soon as a driver accepts your Local job. The final fare is captured when the trip is completed.
• You may cancel for free within 2 minutes of the driver accepting. After that the driver is already on the way, and a flat £6.00 cancellation charge applies (£5.50 to the driver, £0.50 to Zergo).
• Any Local trip under 1 mile is charged a flat £6.00.
• If you move the pickup point by more than 1 mile after a driver has accepted, the job is cancelled automatically, the full fare is charged and the driver is credited.
• Waiting: 2 minutes free from the moment the driver arrives, then £0.30 per minute.
• No-show: if you have not appeared 5 minutes after the driver arrives, the driver may report a no-show. You are then charged the greater of the waiting charge or a minimum of £5.50.

10. 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.

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.
• For a pre-booked job, you must be online at least 30 minutes before pickup. You will get reminders as it approaches. If you are not online in time, the job is reassigned to another driver.
• Driver cancel allowed until 30 minutes before pickup, and only while status is assigned.
• No cancel after On my way, Arrived, or Started.
• If the client ends the trip early (End trip here), the job is completed automatically and you are paid for the part of the route already driven (minimum fare £5.50 for Local trips and £9.00 for pre-booked trips), plus any waiting time and extras. You do not need to press Complete.
• 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 from the scheduled pickup time · then £0.30 per minute · no-show after 10 minutes
• Airport: 10 minutes free from the scheduled pickup time · then £0.30 per minute · no-show after 10 minutes
• Stops added by the client: 2 minutes free from the moment you arrive at the stop (detected by GPS), then £0.30 per minute until you confirm the stop. No waiting charge applies at stops at an airport.
• Client no-show at a home pickup: the client is charged £9.00 (plus £1.20 per mile if you travelled more than 20 miles to the pickup, never more than the trip fare). Zergo keeps 20% commission and the rest is credited to your wallet.
• Client no-show at an airport pickup: the whole trip fare is charged; Zergo keeps 20% commission and the rest is credited to your wallet.
• Local jobs: 2 minutes free, then £0.30 per minute; you may report a no-show 5 minutes after arriving (minimum charge £5.50).
• 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: the client card is held when you accept and captured on completion; the driver wallet is credited after successful capture.

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 £1; fee £1 taken from balance.
• Weekly automatic payout: free (no £1 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.