Customer Booking Terms – Wheelo Ltd

Last updated: February 2026

These Booking Terms govern bookings made through the Wheelo platform.

1. Role of Wheelo

Wheelo Ltd operates a technology platform that connects passengers with independent licensed drivers.

Wheelo does not provide transport services. The transport service is provided by the driver.

2. Contract for Transport

When you make a booking, you enter into a contract directly with the driver who provides the journey.

Wheelo acts solely as an intermediary facilitating the booking and payment process.

3. Payments

Payments are made through the Wheelo platform.

Wheelo collects payment as the driver’s disclosed agent and deducts a platform service fee before passing the remainder to the driver.

4. Pricing

Fares are determined or accepted by the driver using Wheelo’s platform tools. Wheelo displays pricing but does not set transport fares as a transport provider.

5. Cancellations and Refunds

Cancellation terms are determined by the driver and presented during booking.

Wheelo administers cancellations and refunds on the driver’s behalf.

6. Responsibility for Transport Services

Drivers are solely responsible for:

providing the transport service
arriving at the agreed time
vehicle condition, licensing, and insurance
complying with all legal and regulatory obligations

Wheelo is not responsible for the performance of the transport services.

7. Support and Disputes

Customers may contact Wheelo for support. Wheelo will assist in resolving issues but does not assume liability for the transport service itself.

8. No-Shows and Delays

Where a passenger fails to attend or a journey cannot be completed, the driver’s terms apply.

Wheelo may facilitate communication and outcomes but is not the service provider.

9. Limitation of Liability

To the extent permitted by law, Wheelo shall not be liable for losses arising from transport services provided by drivers.

Nothing in these terms excludes liability that cannot be excluded under English law.

10. Governing Law

These terms are governed by English law. The courts of England and Wales have jurisdiction.

Contact

For booking or support queries, contact [email protected] .