Terms & Conditions

1. Introduction

These Terms and Conditions apply to the AiGo Passenger app, AiGo Driver app and AiGo website. By creating an account or using AiGo, you agree to follow these terms.

AiGo provides a platform that helps passengers find nearby drivers and enables drivers to receive ride requests. AiGo may not directly provide the transportation service.

2. Eligibility

Users must be legally able to use the service and provide accurate information when creating an account.

• Users must provide a valid mobile number.
• Driver users must meet applicable licensing and vehicle requirements.
• Users must not create accounts using false or misleading information.
• Users must not use another person's account without permission.

3. Accounts and verification

Accounts are normally created and accessed using a mobile phone number and OTP verification.

• Users are responsible for protecting access to their phone and account.
• OTP codes must not be shared with unauthorised persons.
• Users must keep profile information accurate and current.
• AiGo may request additional verification where required for safety or security.

4. Using the AiGo service

AiGo may be used to browse nearby vehicles, request rides, receive driver quotations, track active trips and access related services.

Users must not misuse the platform, interfere with app operation, attempt unauthorised access or use AiGo for illegal activity.

5. Passenger responsibilities

Passengers are expected to use AiGo responsibly and treat drivers respectfully.

• Enter accurate pickup and destination details.
• Be ready at the pickup location.
• Confirm that the correct driver and vehicle have arrived.
• Pay the agreed fare directly to the driver.
• Avoid dangerous, abusive or unlawful conduct.
• Report serious safety or service problems through available support channels.

6. Driver responsibilities

Drivers must maintain accurate profile, licence and vehicle information and follow all applicable laws and safety requirements.

• Upload clear and valid verification documents.
• Use only approved vehicles on the platform.
• Keep the active vehicle information accurate.
• Drive safely and professionally.
• Accept only trips the driver can complete.
• Treat passengers respectfully.
• Keep GPS and internet access active when online or completing a trip.
• Trusted passengers. A driver may choose to accept Ride Share requests only from people on their own trusted list. Using it is entirely optional and it is switched off unless the driver turns it on. It must not be used to exclude people on the basis of race, religion, ethnicity, gender, disability or any other characteristic protected by law. Drivers remain responsible for anyone they carry, whether or not that person is on the list — being on it is the driver's own judgement, not a check, an endorsement or a safety guarantee by AiGo.

7. Fares and payments

AiGo may show an estimated fare based on vehicle rates, distance, applicable surcharges and driver discounts.

Final fares may depend on actual trip distance, agreed quotations or the driver's selected fare method.

• Passengers pay drivers directly unless another payment method is clearly introduced.
• Drivers are responsible for explaining any agreed fare changes.
• Quotation fares accepted through the app should be honoured by both parties.
• Users should check the displayed or agreed fare before completing payment.

8. Cancellations and declined requests

Passengers and drivers may be able to cancel or decline requests depending on the current trip stage.

Excessive, misleading or abusive cancellations may result in warnings, restrictions or account review.

9. Safety and acceptable conduct

Users must not threaten, harass, discriminate against or harm other users.

• Do not use AiGo for illegal activities.
• Do not provide false reports or ratings.
• Do not damage another person's property.
• Do not interfere with driver or passenger safety.
• Contact emergency services directly where urgent help is required.

My Family

My Family lets up to five people you choose see your live location and Ride Share trip details. Adding someone requires a code sent to their phone, so both people take part.

• Only add people you genuinely trust with your whereabouts.
• Turn sharing off at any time from Settings, or leave the family entirely — nobody in a family can remove anybody else.
• What your family can see is information about you and the trips you take, including the other people travelling with you. Do not use it to harass, track or pressure anyone.
• My Family is an added reassurance, not a substitute for emergency services. Contact them directly where urgent help is required.

10. Special Vehicles

Special Vehicle listings may help users find services such as lorries, tractors, cranes, ambulances or tourist vehicles.

These listings may be provided as a discovery feature only. Users may need to contact the listed provider directly and independently agree on service details, availability and payment.

11. Driver tokens and plans

AiGo Driver may provide tokens that drivers can use for available vehicle plans or platform features.

• Token prices and available plans may change.
• Drivers should review token and plan details before confirming a purchase or transfer.
• Tokens may be subject to account, vehicle and platform rules.
• Fraudulent token activity may result in account restrictions.

12. Ride Share

Ride Share lets a driver who has switched on Ride Share mode carry more than one passenger's booking at the same time within their chosen coverage area, and lets passengers search for and book a shared trip instead of a private one.

Satisfy yourself before you travel. Before a Ride Share trip begins, the driver and the passenger are each expected to contact the other using the in-app call, confirm who they are and where they are going, and continue only if they are comfortable doing so. Either side may decline or cancel for any reason, at any point before the trip starts, and neither is obliged to explain why.

• Ride Share pickup and destination points are limited to the driver's own chosen coverage area.
• Fellow passengers sharing the same Ride Share trip may see each other's general pickup/drop-off points and be present in the vehicle together.
• The same passenger and driver responsibilities, fare, safety and cancellation rules elsewhere in these terms apply equally to Ride Share trips.
• A driver may switch Ride Share mode on or off at any time; doing so does not cancel trips already booked.

13. School Van

School Van lets a driver publish a regular school run — the schools served, the pickup points and times, the seats and the monthly price — and lets a parent find that run and request a seat for their child by the month.

The monthly fee is paid directly to the driver. AiGo does not collect it, hold it, or take any share of it, and is not responsible for refunds, arrears or any payment dispute between a parent and a driver.

Checks are a starting point, not a guarantee. A school van is reviewed before it appears in a parent's search, and a badge may indicate that the driver is verified and the vehicle approved. Those checks are limited to the information available to AiGo. They are not a background check, a character reference, a fitness certificate or a substitute for a parent's own judgement. Parents and guardians remain responsible for satisfying themselves about the driver, any attendant, the vehicle and the arrangement before entrusting a child to it, and at any time afterwards.

• A driver is responsible for the lawful operation of their vehicle, including licensing, insurance, fitness, permits and any requirement applying to the carriage of schoolchildren.
• A driver may decline, or later withdraw, a seat; where a driver removes a child they are asked to give a reason, which is passed to the parent.
• A parent may cancel a booking. Cancellation ends the arrangement through AiGo; any money already paid to the driver is a matter between the parent and the driver.
• To the fullest extent permitted by law, AiGo is not responsible for the safety, supervision, conduct, punctuality or reliability of any school van, driver or attendant, or for any loss, injury or damage arising from a school van arrangement.

14. Account suspension or termination

AiGo may restrict, suspend or terminate access where a user:

• Violates these terms.
• Provides false verification information.
• Creates safety risks.
• Misuses bookings, quotations, tokens or reports.
• Attempts unauthorised access or fraud.

Users may also stop using AiGo and request account deletion through available account or support options.

15. Availability and liability

AiGo aims to provide a reliable platform, but uninterrupted availability cannot be guaranteed.

Service performance may be affected by internet connectivity, GPS accuracy, device conditions, driver availability, third-party systems or events outside AiGo's reasonable control.

To the extent permitted by applicable law, AiGo is not responsible for indirect losses caused by misuse of the service or independent arrangements between users.

16. Changes to these terms

AiGo may update these terms when the platform, services, business practices or legal requirements change.

The latest updated date will be displayed at the top of this page. Continued use of AiGo after an update may indicate acceptance of the revised terms.