Operator Terms & Conditions

1. About CabMatch and the Marketplace Model

CabMatch (cabmatch.co.uk) is an online marketplace and booking platform operated by CabMatch Ltd. We connect customers with independent licensed taxi and private hire operators across the UK. CabMatch is not a transport provider, does not employ drivers, and does not operate vehicles.

By registering and using the CabMatch platform, you ("the Operator") agree to be bound by these Operator Terms & Conditions ("Terms"). These Terms form a legally binding agreement between you and CabMatch Ltd. These Terms supplement, and do not replace, any separate agreement signed between you and CabMatch Ltd.

2. Operator Eligibility

To register and remain listed on CabMatch, you must at all times:

• Hold a valid operator licence issued by the relevant local authority (or authorities) covering all areas in which you operate
• Ensure all vehicles used for bookings hold a current private hire or hackney carriage licence
• Ensure all drivers are licensed and carry valid DBS clearance as required by their licensing authority
• Hold valid public liability and hire & reward insurance covering all vehicles and drivers
• Be a registered sole trader, partnership, or company with a valid UK business address
• Comply with all applicable laws, regulations, and local authority licensing conditions

You must notify CabMatch immediately in writing if any licence, certificate, or insurance is suspended, revoked, or lapses. Continued operation on the platform following any such lapse is a material breach of these Terms.

3. Listing on the Platform

You are responsible for ensuring all information on your CabMatch profile is accurate, complete, and up to date, including:

• Company name, contact details, and registered address
• Vehicle types, categories, capacities, and fleet details
• Postcode coverage areas and operating regions
• Pricing configuration and any automatic quote rules
• Cancellation and modification policies displayed to customers

CabMatch reserves the right to remove, suspend, or amend any listing that contains inaccurate, misleading, or non-compliant information.

4. Platform Fees & Commission

CabMatch operates on a pay-per-booking commission model. There are no monthly subscription fees. Commission is calculated as a percentage of the booking value (inclusive of VAT where applicable) and is deducted automatically at the point of payout.

Commission rates are set per vehicle category and are published on the Operator Pricing page. Promotional rates may apply for a limited period following registration, as disclosed at the time of joining. After any promotional period, the standard rate for the relevant vehicle category applies.

CabMatch reserves the right to adjust commission rates on 30 days' written notice (by email or in-app notification). Continued use of the platform after any such notice period constitutes acceptance of the revised rate.

5. Booking Confirmation Obligation

When a customer selects your quote and completes payment, CabMatch will notify you of the incoming booking. You are required to respond to all incoming bookings promptly by either confirming or declining within a reasonable time. CabMatch considers a reasonable response time to be no more than 60 minutes during normal business hours.

You must not:

• Accept a booking you are unable or unwilling to fulfil
• Accept a booking and subsequently fail to dispatch a driver without valid reason
• Repeatedly fail to respond to booking notifications

Failure to respond to bookings, or a pattern of late responses, non-fulfilment, or last-minute cancellations may result in account suspension or termination under clause 11. Where a customer suffers loss as a result of your failure to fulfil a confirmed booking, you may be liable for any refund or compensation that CabMatch is required to issue.

6. Payment Processing & Stripe Connect

Customer payments are collected by CabMatch on your behalf via Stripe, our third-party payment processor. By using the platform, you also agree to Stripe's Connected Account Agreement.

Payouts of your booking proceeds (net of commission) are subject to Stripe's standard processing timescales, payout schedules, and terms. CabMatch is not responsible for delays caused by Stripe's internal processes, banking intermediaries, or your own bank's processing times.

CabMatch does not hold your funds and will not withhold payouts except where expressly permitted under these Terms (including clauses 7 and 8 below).

9. Cancellations & Refunds

You are responsible for configuring and honouring your own cancellation policy on the platform. Your policy is displayed to customers at the time of booking and governs the refund entitlement for customer-initiated cancellations.

Where a booking is cancelled by you (the Operator), customers are entitled to a full refund. You acknowledge that operator-initiated cancellations damage customer trust and may count against your account standing.

CabMatch may, at its discretion, facilitate refunds to customers in circumstances beyond the scope of your stated policy (for example, where you fail to fulfil a confirmed booking). In such cases, CabMatch will recover the full refund amount, plus any associated platform commission, from your future payouts or as a debt.

10. Operator Obligations

In addition to eligibility requirements, you agree at all times to:

• Provide the transport service as described in the booking confirmation, including vehicle type, capacity, and any agreed extras
• Ensure all vehicles used are roadworthy, properly licenced, and carry valid hire & reward insurance
• Ensure all drivers are properly licensed by the relevant local authority and carry their licence badge at all times
• Maintain professional conduct in all dealings with customers and CabMatch staff
• Respond promptly to customer messages via the CabMatch platform
• Not solicit customers to book directly outside the CabMatch platform for journeys originated through CabMatch
• Not engage in any fraudulent, abusive, or deceptive activity on or in connection with the platform

11. Account Suspension & Termination

CabMatch may immediately suspend or terminate your operator account without prior notice in cases of:

• Material breach of these Terms
• Licence revocation, suspension, or lapse
• A pattern of chargeback disputes, refund abuse, or non-fulfilment of bookings
• Fraudulent, abusive, or deceptive conduct toward customers or CabMatch
• Any conduct that, in CabMatch's reasonable opinion, damages the reputation or integrity of the platform

For non-breach terminations (for example, where CabMatch ceases to operate in your area), CabMatch will provide 30 days' written notice. Outstanding payouts for completed bookings will be settled following termination, subject to any amounts owed under these Terms.

12. Sponsored Advertising

CabMatch offers optional sponsored advertising placements. If you purchase advertising, you agree that:

• All ad content must be truthful, accurate, and not misleading
• Ads must not make claims you cannot substantiate (e.g. "fastest", "cheapest", "best rated" without evidence)
• CabMatch may reject, amend, or remove any ad at its discretion without refund of unused impressions
• Once an advertising campaign has commenced, no refund is payable for impressions already delivered

13. Data & Privacy

CabMatch processes personal data relating to operators and customers in accordance with our Privacy Policy and applicable UK data protection law (UK GDPR and the Data Protection Act 2018).

Customer contact details and personal information shared with you through the platform are provided solely for the purpose of fulfilling the relevant booking. You must not:

• Use customer data for any marketing, profiling, or purpose other than delivering the booked service
• Share customer data with any third party without the customer's explicit consent
• Retain customer data beyond the period reasonably necessary for service delivery and legal compliance

You are independently responsible for your own compliance with UK data protection legislation in respect of any data you process about your drivers, customers, and employees.

14. Limitation of Liability

To the fullest extent permitted by law, CabMatch's total aggregate liability to you in connection with these Terms, the platform, or any individual booking shall not exceed the commission fees earned by CabMatch on the specific booking giving rise to the claim.

CabMatch is not liable for:

• Loss of revenue, profit, or business opportunity arising from platform downtime or technical issues
• Any indirect, consequential, or special loss howsoever arising
• Customer complaints, disputes, or claims relating to the quality or performance of your services
• Delays in payout caused by Stripe, banking intermediaries, or third-party payment systems

Nothing in these Terms excludes or limits liability for fraud, death or personal injury caused by negligence, or any other matter that cannot lawfully be excluded.

15. Changes to These Terms

CabMatch may update these Terms from time to time. We will notify you of material changes by email or in-app notification at least 30 days before the changes take effect. Continued use of the platform after the effective date of any changes constitutes your acceptance of the revised Terms.

The current version of these Terms is always accessible via your operator dashboard. We display the date of the most recent update at the top of this page.

16. Governing Law

These Terms are governed by, and construed in accordance with, the laws of England and Wales. Any dispute arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.