Terms & Conditions

Last updated: 16.02.2026

QRun Ltd
Company No. 16063800
Website: https://qrun.uk
Email: [email protected]
Phone: +44 7415 102772

1. Who We Are

1.1 QRun Ltd is a licensed Private Hire Operator authorised and regulated by South Gloucestershire Council.
1.2 QRun provides a booking and dispatch platform connecting passengers with licensed self-employed private hire drivers (“Drivers”).
1.3 QRun does not itself provide transportation services. The transport contract is formed directly between you and the Driver when the Driver accepts and begins the journey.
1.4 Drivers are independent contractors and are not employees, agents, or partners of QRun.

2. Regulatory Compliance

2.1 QRun operates in accordance with:
• Local Government (Miscellaneous Provisions) Act 1976
• Deregulation Act 2015
• Equality Act 2010
• Data Protection Act 2018 & UK GDPR
• All relevant licensing conditions imposed by South Gloucestershire Council
2.2 All Drivers using the QRun platform must:
• Hold a valid Private Hire Driver Licence
• Operate a licensed Private Hire Vehicle
• Maintain valid Hire & Reward insurance
• Comply with all local authority conditions
2.3 Where permitted by law, bookings may be subcontracted to another licensed operator under the Deregulation Act 2015.

3. Acceptance of Terms

3.1 By accessing or using the QRun website, mobile application, or booking services (“Platform”), you agree to be legally bound by these Terms.
3.2 If you do not agree, you must not use the service.

4. Eligibility & Account Requirements

4.1 You must be 18 years or older to create an account.
4.2 Passengers under 18 may travel only when accompanied by a responsible adult (18+).
4.3 You must provide accurate information and maintain account security.
4.4 QRun may suspend or terminate accounts for fraud, abuse, repeated cancellations, or unlawful behaviour.

5. Booking & Fixed Fares

5.1 All journeys display a fixed fare before booking confirmation.
5.2 The fixed fare applies strictly to the booked route.
5.3 Additional charges may apply for:
• Destination changes
• Extra stops
• Excessive waiting
• Toll roads or parking

6. Payment

6.1 App bookings are card-only payments processed via Stripe or authorised processors.
6.2 Cash payments are permitted only for telephone bookings, where confirmed at booking.
6.3 Pre-authorisation may be used to validate payment methods.
6.4 You agree to pay all applicable fares and authorised additional charges.

7. Cancellation & Waiting Policy

7.1 Free Cancellation (1 Minute)
You may cancel within 1 minute of booking confirmation without charge.
7.2 Customer Cancellation Fee – £4
A £4 cancellation fee applies where:
• Cancellation occurs after the 1-minute window; AND
• The driver has travelled at least 0.06 miles toward pickup.
The £4 cancellation fee is retained by QRun, redirect to the Driver.
7.3 20-Minute Arrival Rule
If the Driver has not arrived within 10 minutes, you may cancel without charge.
Passengers are expected to wait at least 10 minutes before cancelling free of charge.
7.4 Driver Waiting Rule
Drivers must:
• Wait at least 4 minutes at pickup before cancelling for no-show
• Travel at least 0.06 miles for the distance rule to apply

8. Passenger Conduct

Passengers must:
• Be ready at pickup
• Wear seatbelts
• Not smoke, vape, or consume alcohol
• Not engage in abusive, threatening, or unlawful conduct
Failure to comply may result in ride termination and account suspension.

9. Accessibility & Equality Compliance

9.1 Equality Commitment
QRun operates in full compliance with the Equality Act 2010.
We do not discriminate on the basis of disability or any protected characteristic.
9.2 Assistance Dogs
Drivers are legally required to carry registered assistance dogs without additional charge.
Refusal without lawful exemption may result in driver suspension and referral to South Gloucestershire Council.
9.3 Passenger Assistance
Passengers requiring reasonable adjustments (e.g., mobility assistance or wheelchair-accessible vehicles) should notify QRun at the time of booking.
Availability of specialist vehicles cannot be guaranteed but reasonable efforts will be made.
9.4 Accessibility Complaints
Complaints relating to discrimination or accessibility may be escalated to QRun for investigation and, where appropriate, referred to South Gloucestershire Council.

10. Cleaning & Vehicle Damage

Passengers are responsible for damage or contamination caused to vehicles.
A reasonable cleaning or repair charge may apply.

11. Time-Critical Travel

Pickup times are estimates only.
QRun is not liable for missed flights, trains, or appointments due to traffic, weather, or external circumstances.
Passengers must allow sufficient travel time.

12. Service Availability

QRun does not guarantee uninterrupted service availability.
Access may be suspended for maintenance, security, operational, or regulatory reasons.

13. Limitation of Liability

QRun provides a booking service only.
To the maximum extent permitted by law:
• QRun is not liable for Driver conduct or journey performance.
• QRun is not liable for indirect or consequential losses.
• Total liability related to booking services is limited to £100 per claim.
Nothing excludes liability for death, personal injury, fraud, or any liability that cannot be excluded by law.

14. Anti-Solicitation & Off-Platform Booking Protection

14.1 Platform Integrity
Passengers acknowledge that QRun operates as a licensed private hire booking platform and that all journeys must be arranged exclusively through the QRun Platform unless expressly authorised in writing by QRun.
14.2 No Circumvention
Passengers must not:
• Request or agree to future bookings directly with a Driver outside the QRun Platform;
• Encourage a Driver to provide services outside the QRun Platform;
• Exchange contact details for the purpose of arranging off-platform transportation;
• Attempt to avoid payment of platform charges.
14.3 Off-Platform Liability Disclaimer
Where a Passenger enters into a private arrangement with a Driver outside the QRun Platform:
• QRun shall have no responsibility or liability in relation to that journey;
• QRun’s regulatory oversight, booking protection, complaint handling and compliance procedures shall not apply;
• The Passenger accepts that such arrangement is entirely at their own risk.
14.4 Business & Corporate Accounts
Passengers travelling under a business or corporate account must not solicit Drivers for private arrangements outside the QRun Platform.
Any diversion of bookings may result in immediate suspension of the account and refusal of future services.
14.5 Enforcement
Where QRun reasonably believes a Passenger has deliberately attempted to circumvent the Platform, QRun reserves the right to:
• Suspend or permanently terminate the Passenger’s account;
• Refuse future bookings;
• Take appropriate steps to recover demonstrable financial loss where legally permissible.

15. Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or the use of the QRun Platform.

16. Privacy

Your use of QRun is governed by our Privacy Policy available at: https://qrun.uk/privacy-policy/

17. Amendments

QRun may update these Terms at any time.
Continued use constitutes acceptance of the updated Terms.