Terms & Conditions

1. Booking and contract

• A request is not accepted until 77 confirms it.
• Private hire journeys are pre-booked only. Drivers cannot accept an unrecorded street-hail journey on behalf of 77.
• The person booking confirms they are authorised to provide passenger, sender and recipient information and that the details are accurate.
• We may use an appropriately licensed driver, vehicle or subcontracted operator where lawful and operationally necessary.

2. Fares, quotes and payment

• We will provide or confirm a fare, estimate or pricing method before acceptance where reasonably practicable.
• A fare may change if the customer changes the route, time, stops, passenger count, waiting requirement or service scope.
• Airport, long-distance, courier or high-demand bookings may require a deposit or advance payment.
• Cash or card availability depends on the booking. Payment must be made by the agreed time and method.

3. Pickup, waiting and no-shows

• The customer must provide a safe, lawful and sufficiently precise collection point and remain contactable.
• Unless the confirmation states otherwise, up to 30 minutes of complimentary waiting may be included for a non-airport pickup and up to 90 minutes for an airport pickup.
• Additional waiting may be charged at the disclosed rate or a reasonable rate communicated to the customer.
• A booking may be treated as a no-show where the passenger, sender or recipient cannot be located or contacted after reasonable efforts and the included waiting period has expired.

4. Changes, cancellation and refunds

• You may normally cancel without charge at least four hours before the agreed pickup time, unless the booking confirmation states a different fair arrangement.
• For a later cancellation or no-show, we may retain or charge a reasonable amount reflecting direct costs and losses caused by the cancellation, subject to applicable consumer law.
• If we cancel and do not provide an agreed alternative, we will refund the amount paid for the unprovided service.
• Refund timing may depend on the payment provider.

5. Passenger conduct and safety

• Passengers must behave lawfully and must not threaten, abuse, distract or endanger a driver or other person.
• Smoking, vaping, illegal drugs, deliberate damage and carrying unsafe items are prohibited.
• The driver or operator may refuse or end a journey where reasonably necessary for safety, legality or serious misconduct. A fair charge may remain payable for the service already provided and direct loss caused.
• Seat belts must be used where required. The booking customer should disclose material mobility, assistance or safeguarding needs in advance.

6. Luggage, animals and cleaning

• The customer must disclose unusually large, heavy or numerous items before confirmation.
• Items remain the customer’s responsibility unless loss or damage is caused by our failure to use reasonable care.
• Assistance animals are accommodated in accordance with applicable law. Other animals must be agreed in advance.
• A reasonable cleaning or repair charge may be applied for avoidable soiling or damage, supported by evidence where appropriate.

7. Courier and delivery items

• The sender must accurately describe the item, package it safely and provide complete collection and delivery instructions.
• We do not knowingly carry illegal, dangerous, explosive, toxic, inadequately packaged, perishable, live, restricted or unusually valuable items unless expressly agreed in writing.
• The sender is responsible for obtaining any required permissions, customs documents or recipient authority.
• Tell us the value and special handling requirements before acceptance. Additional insurance or a specialist service may be required.

8. Delays and events outside reasonable control

Pickup and arrival times are estimates unless expressly guaranteed in writing. Traffic, weather, closures, security incidents, breakdowns, flight disruption and other events outside reasonable control may cause delay. We will take reasonable steps to communicate and reduce disruption.

9. Liability

Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded. Subject to that, we are responsible for reasonably foreseeable loss caused by our breach or failure to use reasonable care. We are not responsible for business losses under a consumer booking or for loss caused by inaccurate instructions, prohibited items or circumstances outside reasonable control.

10. Complaints, law and changes

Raise a concern using our Complaints Procedure. These terms are governed by the law of England and Wales, and disputes may be brought before courts with jurisdiction under applicable consumer law. We may update the website terms, but the terms communicated for an accepted booking will normally continue to govern that booking.