These terms apply to every booking you make with us, whether online or by phone. By booking, you agree to them.
1. Who we are
Zero Transport is a trading name of Zero Transport NE Ltd, registered in England & Wales, company number 16234337, a private hire operator licensed by Newcastle City Council and based in Newcastle upon Tyne.
Registered office: 59 Wingrove Road, Newcastle upon Tyne, NE4 9BS.
We are an all-electric operator — every journey is in a Tesla (Model S or Model X).
You can Call or Email us — the same number also takes WhatsApp messages.
2. The standard of service you can expect
Under UK consumer law, every contract to supply a service is treated as including a promise that the service will be carried out with reasonable care and skill. We provide our transport on that basis.
Source: Consumer Rights Act 2015, section 49 (legislation.gov.uk).
3. How booking works
You can book in two ways: through our website or by phone.
All bookings must be made at least 4 hours before the pickup time. Zero Transport is a pre-booking service and cannot accept short-notice or same-hour bookings — we need this time to arrange your journey.
When you enter your journey, we show you a fixed price before you pay. That price is worked out from the distance, the vehicle you choose, the time of travel, and the type of journey. The price you are quoted is the price you pay — there is nothing extra to settle at the end of the trip, except in the one situation described in section 5 (soiling).
A quote only changes if you change the journey — for example, if you add or move a pickup or drop-off point. If the destination or stops change, the price is recalculated.
Your booking is confirmed only after payment is received. Until payment goes through, you do not have a confirmed booking.
4. Prices and payment
We take full payment upfront, at the time of booking. We do not take deposits and we do not run accounts or pay-later arrangements for standard bookings.
Payment is handled securely by Stripe, our payment provider. Zero Transport does not see or store your full card details.
Your price is made up of a fixed fare based on distance and vehicle, plus any of the following that apply to your journey:
- Extra stops: £2 for each additional pickup or drop-off point, on top of the mileage.
- Express airport pickup: £6 where an express airport pickup applies.
- Time of travel and journey type: night journeys and certain journey types are priced at a higher per-mile rate. This is always included in the fixed price you see before you pay.
There are no waiting-time charges. As a courtesy we ask for up to 5 minutes at each stop, but waiting is not metered and is not added to your fare.
The full, exact price for your specific journey is always shown to you before payment, so you can see it and agree to it in advance.
5. Cleanliness (soiling)
Because you pay the full quoted price upfront, the quote is the total cost of your journey. The only situation where a further charge may apply is soiling — for example if a passenger is sick in the vehicle, or otherwise leaves it needing cleaning beyond normal use. In that case the driver handles it directly with you at the time. This is not a preset online charge.
6. Cancellations
Cancellations and refunds are covered by our separate Cancellation Policy, which forms part of these terms.
7. Your consumer rights
Nothing in these terms takes away your rights under UK consumer law. The requirement that our service is carried out with reasonable care and skill cannot be excluded. If a service falls below that standard, you may be entitled to have it put right or to a price reduction, which can include a refund.
Source: Consumer Rights Act 2015, sections 49, 55–56 and 57 (legislation.gov.uk).
The statutory 14-day cooling-off right under the Consumer Contracts Regulations 2013 does not apply to passenger transport bookings such as ours. You may still cancel your booking in accordance with our Cancellation Policy, and your other statutory consumer rights are unaffected.
8. Our responsibility to you
Our responsibility for carrying out the service with reasonable care and skill cannot be excluded, and we do not try to exclude it.
Zero Transport NE Ltd holds public liability insurance and employers' liability insurance, each up to £10 million. As a licensed private hire operator, the vehicles used to carry passengers are insured for private hire (hire and reward) use as required by our licence. Full insurance details are held on file and available to the relevant authorities on request.
9. Events outside our control (force majeure)
We are not responsible for delays or failures to provide the service that are caused by events beyond our reasonable control — for example severe weather, road traffic accidents, road closures, vehicle breakdowns, or other emergencies. If such an event happens, we will take reasonable steps to keep any disruption to a minimum and to let you know. This does not reduce your statutory rights.
10. Where we operate
We pick up across the North East of England and drop off anywhere in the UK.
11. Passengers and children
Passengers under 16 must travel with an accompanying adult. We do not provide child seats.
12. Pets
We do not carry pets in our vehicles. (Assistance and service dogs are working animals, not pets, and are always carried in line with the Equality Act 2010, at no extra charge.)
If a booking cannot be accommodated — for example one that involves a pet, or a journey outside our service area — we may cancel it and give you a full refund, in line with our Cancellation Policy.
13. Governing law & jurisdiction
These terms are governed by the law of England & Wales. Any dispute relating to them is subject to the courts of England & Wales.
14. Changes to these Terms
We may update these terms from time to time. The current version and its effective date are always shown on this page. This is version v1.0, effective 13 July 2026. Where we make material changes, we will post them on our website.
15. Contact
Questions about these terms? Email us or Call.
Effective date: 13 July 2026