Legal

Terms & Conditions

These terms apply to passenger private hire bookings accepted by Team KR Limited. Please read them before making a booking.

Last updated: 3 September 2026

1. About Team KR Limited and your contract with us

1.1 Team KR Limited ("Team KR", "we", "us" or "our") is a private hire vehicle operator. Company number: 15617605. Registered in England and Wales.
1.2 Registered office: Office 1.19-1.20, Res Co-work 21, Regus Heathrow, 450 Bath Road, Longford, Heathrow, London UB7 0EB.
1.3 Operating/contact address: Office 1.19-1.20, Res Co-work 21, Regus Heathrow, 450 Bath Road, Longford, Heathrow, London UB7 0EB.
1.4 When we accept a private hire booking, a contract is formed directly between the person making the booking and Team KR Limited. Team KR Limited enters into that contract as principal and is responsible for both accepting the booking and providing the transportation service for the journey.
1.5 Licensed private hire drivers carry out journeys on our behalf. The passenger does not enter into a separate contract with the driver for the transportation service.
1.6 Where lawful, we may subcontract a booking to another appropriately licensed private hire operator. If we do so, our contract with the person who made the booking remains in force and we remain responsible for our contractual obligations to that person.

2. Scope of these terms

2.1 These terms apply to pre-booked passenger transport journeys accepted by Team KR, including airport transfers and local point-to-point private hire journeys.
2.2 They do not apply to courier, parcel, freight or same-day delivery work. We do not offer those services under these passenger terms.
2.3 Separate written terms may apply to corporate accounts, school transport contracts, public-sector contracts or other bespoke arrangements. If separate terms conflict with these terms, the separately agreed written terms will apply to the extent of that conflict, subject to applicable law.

3. Making and accepting a booking

3.1 A request for a journey is not a confirmed booking until Team KR accepts it and communicates confirmation to you by phone, SMS, WhatsApp, email, website/app confirmation or another agreed channel.
3.2 You must provide accurate information, including the pickup location, destination, date and time, passenger numbers, luggage requirements, contact details and any relevant flight number or accessibility requirement.
3.3 Before the journey starts, we will provide the passenger with the driver and vehicle information required by our licensing obligations. For London PHV bookings this includes, as a minimum, the vehicle registration mark, the driver’s first name, the driver’s private hire licence number and, where the passenger can receive it, a driver photograph.
3.4 If the driver or vehicle that arrives does not match the confirmation sent by us, do not start the journey and contact Team KR immediately, unless we have already sent you an updated confirmation for the replacement driver or vehicle.
3.5 We may decline a booking request before it is accepted, for example if no suitable licensed vehicle is available, the journey cannot be performed lawfully or safely, or the information provided is insufficient.

4. Fares and price information

4.1 Before the journey starts, we will agree a fixed fare with you or provide an accurate estimate, as required by applicable private hire licensing rules.
4.2 Where a fixed fare is agreed, normal traffic conditions, the route reasonably chosen by the driver and ordinary delays will not increase that fare, provided the booking details do not change.
4.3 Any unavoidable fee or charge that can be calculated in advance will be included in, or clearly disclosed alongside, the total price before you confirm the booking. Where a mandatory charge cannot reasonably be calculated in advance, we will clearly explain how it is calculated before confirmation.
4.4 Additional charges may only arise where they were disclosed before booking or where you later request or cause a material change, such as extra stops, a materially different pickup or destination, a larger vehicle, excess waiting beyond the disclosed free allowance, cleaning required because of passenger soiling, parking/toll costs expressly agreed as additional, or another agreed variation.
4.5 If a change affects the price, we will tell you the revised fare or the method for calculating it before confirming the change wherever reasonably possible. If no additional charge or method of calculation was disclosed before the booking or agreed later, we will not impose an unexpected mandatory charge.

5. Payment

5.1 Payment may be made by the methods offered when the booking is accepted, which may include online/card payment or cash.
5.2 Card payments are processed through our payment service provider. We do not normally store your full payment-card number ourselves.
5.3 If cash is collected by a driver, the driver collects the fare as agent for and on behalf of Team KR Limited. Payment to the driver in those circumstances is payment to Team KR Limited for the journey.
5.4 Corporate/account customers may be invoiced on separately agreed written payment terms.

6. Cancellation by the customer

6.1 Passenger transport services are generally excluded from the statutory 14-day cancellation right that applies to many distance contracts. Your cancellation rights for a Team KR booking are therefore primarily governed by this section, subject always to your statutory consumer rights.
6.2 More than 2 hours before the booked pickup time: cancellation is free and any advance payment for the cancelled journey will be refunded in full.
6.3 Within 2 hours of the booked pickup time: we may charge a reasonable cancellation fee reflecting direct costs and losses caused by the cancellation, taking account of any steps we can reasonably take to reduce those losses. The fee will not exceed the quoted fare.
6.4 After a driver has been dispatched or has arrived: a higher cancellation fee may apply, but only to the extent reasonably reflecting the direct costs and loss resulting from the cancellation and our ability to reallocate the driver. The fee will not exceed the quoted fare.
6.5 No-show: if the driver attends the confirmed pickup point at the agreed time, the free waiting allowance expires, reasonable attempts to contact you are unsuccessful and the journey cannot proceed, we may treat the booking as a no-show. Any no-show charge will be reasonable, will take account of losses actually caused and will not exceed the quoted fare.
6.6 Flight cancellation: where an airport booking is linked to a flight number and the flight is cancelled, contact us as soon as possible. We will allow free cancellation or reasonable rearrangement where the cancellation is notified before we have incurred avoidable dispatch/attendance costs. If costs have already been incurred, any charge will be limited to a reasonable amount reflecting those direct losses.
6.7 To cancel, contact us by phone, WhatsApp or email. A cancellation is effective when it is received by us through one of the published cancellation channels. We will send or give confirmation as soon as reasonably possible. Keep evidence of your cancellation request.

7. Cancellation or termination by Team KR

7.1 Only Team KR, as the operator contracting with the booking customer, may cancel the booking contract with the customer. A driver may reject a journey offered by us before allocation, but that does not transfer our contractual responsibility to the driver.
7.2 We may cancel a confirmed booking where we cannot lawfully or safely provide it, for example because of a vehicle breakdown with no suitable replacement, severe disruption, an incorrect or unsafe booking request, or serious passenger conduct concerns.
7.3 If we cancel for reasons not caused by you, we will notify you as soon as reasonably possible and refund any amount paid for the part of the service not provided.
7.4 During a journey, a driver may stop the vehicle in a safe place and contact Team KR where there is an immediate safety risk. Team KR will determine the appropriate contractual next step. Nothing in these terms requires a driver or passenger to remain in an unsafe situation.

8. Waiting time and airport flight tracking

8.1 Airport pickups: unless your booking confirmation states otherwise, the free waiting allowance is 60 minutes beginning from the actual flight landing time shown by the flight-tracking information we use.
8.2 Local/non-airport pickups: the free waiting allowance is 15 minutes from the booked pickup time.
8.3 Any waiting charge after the free allowance, including the rate and charging interval, will be shown or clearly explained before the booking is confirmed. If no waiting rate was disclosed before confirmation, we will not add a waiting charge unless you later agree it.
8.4 If you provide a flight number, we may use flight-tracking information to adjust the pickup to the actual landing time. Flight-tracking data is supplied by third parties and may occasionally be delayed or inaccurate, so you should contact us if you become aware of a material change that is not reflected in the tracking information.

9. Changes requested by the customer

9.1 You may ask to change the pickup time, pickup location, destination, vehicle type, number of passengers, luggage or other booking details before the journey.
9.2 A requested change is not confirmed until Team KR accepts it. If it changes the fare or creates an additional charge, we will provide the revised price or calculation method before accepting the change wherever reasonably possible.
9.3 A material last-minute change may not be possible if no suitable licensed driver or vehicle is available.

10. Passengers, luggage, child seats and accessibility

10.1 You must book a vehicle that can lawfully and safely carry the number of passengers and quantity/type of luggage. We will not require a driver to exceed the vehicle's licensed seating capacity or safe loading limits.
10.2 Child seats are not provided as standard unless confirmed as part of the booking. If you request one, we will tell you whether it can be provided. You may bring your own suitable child restraint and, where appropriate, fit it yourself. Applicable legal exemptions for licensed private hire vehicles do not remove the passenger/parent/carer's responsibility to make an informed decision about child safety.
10.3 We will not refuse a booking or provide a lower standard of service because a passenger is disabled, except where a lawful safety or licensing reason applies.
10.4 Drivers must comply with applicable Equality Act duties, including carrying disabled passengers and providing legally required mobility assistance without an additional charge. Assistance dogs will be carried without an additional charge, subject only to any lawful driver exemption.
10.5 Tell us about accessibility requirements when booking where this would help us allocate a suitable vehicle, but a passenger does not lose statutory rights because they did not give advance notice.

11. Passenger conduct and safety

11.1 Passengers must behave lawfully and must not threaten, abuse, assault, harass or deliberately endanger the driver, other passengers, the public or the vehicle.
11.2 We may refuse to commence or may terminate the service where objectively reasonable for safety or legal reasons. Any decision will be made consistently with our Equality Act obligations and will not be based on a protected characteristic.
11.3 Where passenger conduct causes proven cleaning or repair costs beyond ordinary use, we may seek a reasonable amount reflecting the loss actually caused. We will not impose an arbitrary penalty unrelated to the loss.

12. Lost property

12.1 If you believe property was left in a vehicle used for your booking, contact Team KR as soon as possible and provide the booking reference and a description of the item.
12.2 We maintain a lost-property procedure and records as required by our licensing obligations. Where practical, we will make reasonable attempts to identify or contact the owner and record the steps taken.
12.3 We cannot guarantee that an item will be found. If an item is found, collection from an agreed location will normally be free. If you ask for the item to be delivered or returned by a driver, any reasonable delivery/driver-time charge will be agreed with you before the return journey.
12.4 Unclaimed items may be stored, transferred to an appropriate authority, securely destroyed, donated or otherwise disposed of in accordance with our Lost Property Procedure, taking account of the nature and value of the item. We will keep the required record of how unclaimed property was dealt with.

13. Voice Contact Requirement (VCR)

13.1 During our hours of business and at all times while a Team KR booking is being carried out, Team KR will ensure that the passenger for whom the booking was made is able to speak to a real person in real time about a complaint or any other matter concerning the carrying out of the booking.
13.2 Our voice contact number is 020 3916 6058. Our backup mobile/voice number is 07575 606958. WhatsApp messaging is available for convenience but is not a substitute for the right to speak to a person.
13.3 Calls for the VCR are handled at our current operating/contact premises: Office 1.19-1.20, Res Co-work 21, Regus Heathrow, 450 Bath Road, Longford, Heathrow, London UB7 0EB. Team KR will ensure that any fixed-address premises used for VCR call handling is notified to TfL where required.
13.4 Full VCR information is available on our VCR page.

14. Our responsibility and liability

14.1 Team KR is responsible for the transportation service under the contract with the person making the booking. We do not transfer that responsibility to the driver.
14.2 We will provide the service with reasonable care and skill. Nothing in these terms excludes or restricts any liability that cannot lawfully be excluded or restricted, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights under consumer law.
14.3 If we breach the contract, we are responsible for loss or damage that is a foreseeable result of that breach or of our failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or if both parties knew, when the contract was made, that it might happen.
14.4 We do not guarantee a particular arrival time where delay is caused by traffic, road closures, weather, security incidents, airport disruption or other matters that are outside our reasonable control, but we will still take reasonable steps to provide the service and keep you informed.
14.5 If you are a consumer, we are not responsible for business losses arising from a passenger booking made mainly for personal use. Business/corporate customers may be subject to separate written liability terms.

15. Events outside our reasonable control

15.1 We are not responsible for delay or failure caused by an event outside our reasonable control to the extent the event prevents or delays performance despite reasonable steps by us. Examples include severe weather, major road closure, emergency services incidents, civil disruption, sudden airport closure or comparable events.
15.2 If such an event materially affects your booking, we will contact you where reasonably possible and take reasonable steps to reduce the impact. If the journey cannot be provided, we will refund the amount paid for the unprovided service, subject to any lawful deduction that has been clearly agreed and is fair.

16. Complaints

16.1 Complaints can be made by email to teamkrlimited@gmail.com, by phone on 020 3916 6058, or by post to Team KR Limited at our registered office: Office 1.19-1.20, Res Co-work 21, Regus Heathrow, 450 Bath Road, Longford, Heathrow, London UB7 0EB. Please provide your booking reference, journey date, driver/vehicle details if known and a clear description of the issue.
16.2 We will record, investigate and retain complaint information in accordance with our licensing and data-protection obligations. We aim to acknowledge a complaint within 2 working days and provide a substantive response within 10 working days. Complex or safety-related investigations may take longer, in which case we will keep you informed.
16.3 If you are dissatisfied with our handling of a London taxi/private hire complaint, you may contact Transport for London through its taxi and private hire complaints/contact service. In an emergency or where a crime is suspected and there is immediate danger, call 999.

17. Personal information

17.1 We use personal information in accordance with our Privacy Notice. The Privacy Notice explains what information we collect, why we use it, who we share it with, how long we keep it and your rights.

18. Changes to these terms

18.1 We may update these terms from time to time for legal, regulatory, operational or service reasons. The terms applying to a booking are normally those provided or made available when the booking is accepted, unless a later change is required by law or is expressly agreed with you.
18.2 Where a proposed change materially affects our operating model or contractual relationship and requires notification to Transport for London or another licensing authority, we will make the required notification at the earliest opportunity and, where applicable under TfL guidance, no later than 28 days before the proposed change is introduced.

19. Governing law and courts

19.1 These terms are governed by the law of England and Wales. If you are a consumer resident in another part of the United Kingdom, you also retain any mandatory consumer protections and rights to bring proceedings in the courts available to you under applicable law.

20. Contact details

Team KR Limited
Company number: 15617605
Registered office: Office 1.19-1.20, Res Co-work 21, Regus Heathrow, 450 Bath Road, Longford, Heathrow, London UB7 0EB
Operating/contact address: Office 1.19-1.20, Res Co-work 21, Regus Heathrow, 450 Bath Road, Longford, Heathrow, London UB7 0EB
Email: teamkrlimited@gmail.com
Phone/VCR: 020 3916 6058
Mobile/backup voice/WhatsApp: 07575 606958 · WhatsApp