Terms & Conditions

Home 9 Terms & Conditions

Published: 04 February 2026

1. Introduction

Under the Private Hire Vehicles (London Act 1998), Regulation 9(14) of the Private Hire Vehicles (London) (Operator Licences) states that a licensed operator who accepts a booking from a passenger is required to enter as a principal into a contractual obligation with a passenger to provide the journey that is the subject of the booking.

2. Contractual Obligation

(Hillside Care Services Community Interest Company (trading as Hillside Trips)
In order to comply with the 1988 Act, Hillside Care Services Community Interest Company confirms that we shall enter into a contractual obligation as principal with the person making a private hire booking to provide the journey, which is the subject of the booking, and any such contractual obligation must be consistent with the 1998 Act and the regulations.
There is no contractual agreement between the passenger (s) and the driver directly.

3. Complying with the Obligations and Fulfilling our Responsibilities

Hillside Care Services Community Interest Company confirms that

Hillside Care Services Community Interest Company, as a PHV operator, is responsible for accepting the private hire booking as well as providing the journey.
We primarily accept bookings from the passenger through the app, but the passenger can also book rides for others (friends/family) by selecting them in the app, and drivers accept requests based on proximity and preference; however, drivers can decline rides if uncomfortable, and the system relies on the passenger’s account for the booking, ensuring only invited guests ride with the driver.
We take full responsibility and liability in relation to the transportation services provided as a licensed private hire vehicle driven by a London private hire licensed driver.
All bookings are carried out in a London-licensed private hire vehicle driven by a London private hire-licensed driver.
The bookings are carried out for the fare, which is agreed upon in the app.
Fairs are automatically collected through the app using a linked method like a credit/debit card.
The drivers typically keep around 70-75% of the fare, with Hillside Trips taking a 25% “service fee,” but this percentage is highly variable, often dropping lower (even 40-50%) due to dynamic pricing, surge rates, booking fees, and location.
Bookings can only be cancelled by the passenger and the driver via the app.
All the complaints must be made via the app.
Lost properties must be reported as soon as possible via the app.
Hillside Care Services Community Interest Company can sub-contract a booking to another licensed London private hire operator, but Hillside Care Services Community Interest Company maintains the contractual obligation as the principal with the person making the private hire booking to provide the journey, which will remain in force.

4. Privacy Policy

Hillside Trips values your privacy. Our Privacy Policy outlines how we collect, use, and protect your information. By using the Service, you consent to the collection and use of your information as described in the Privacy Policy.

5. Termination

a) By Hillside-trips: Hillside-trips reserves the right to suspend or terminate any user’s account at any time for any reason, including but not limited to violations of these terms.

b) By User: Users may terminate their account at any time by contacting customer support.

6. User Conduct

Prohibited Activities: Users agree not to engage in any illegal activity, harass other users, or misuse the service. Drivers are expected to follow all applicable traffic laws and maintain a safe environment for passengers.

7. Ratings and Feedback

Passengers and drivers can rate each other after each ride. Hillside Trips reserves the right to suspend or terminate accounts based on ratings or feedback.