Company Registration Number: 10627533

1. Introduction

1.1. These are the legal terms and conditions (the “Terms”) which apply to your Booking with Go Zero Limited, a company registered in England with registered office at The Stables, Moneys Farm, Bottle Lane, Mattingley, Hampshire, RG27 8LJ, with company number 10627533.

1.2. Please read these Terms carefully and make sure that you understand them before booking any Go Zero journeys.

1.3. When certain words and phrases are capitalised in these Terms, they are defined terms with the meaning given in section 14 below.

1.4. In these Terms, when we refer to “Go Zero” or to “we”, “us” or “our”, we mean Go Zero Limited and, in relation to your journey, the Go Zero described in section 2 below. When we refer to “you” or “your”, we mean you as the Passenger or the Booker on a Booking.

1.5. If a particular term in these Terms is invalid or inconsistent with any Applicable Law, the Applicable Law will apply, but the other terms will remain valid.

1.6. Travelling with Go Zero

1.6.1. When you book a journey with us, your Booking and contract is with Go Zero Limited. The service will be provided by a Go Zero partner or if not available a third-party supplier; All journeys are governed by these Terms.

2. Bookings

2.1. Making a Booking

2.2. All Bookings must be made by someone over the age of 18.

2.3. Journeys can be booked directly with us through the Website, our App, by phoning our Customer Services.

2.4. When a Booking is confirmed

2.4.1. When you complete the order process with us, it is treated as an offer to contract with us. The offer is only accepted by us, and a contract formed, when we generate a Booking Reference in our systems. If you try to book but for any reason this fails and does not generate a Booking Reference, you will not have a valid Booking with us.

2.4.2. Your Booking Reference will be displayed on your Booking Confirmation. Please check all the details carefully. You should contact us if anything is incorrect.

2.4.3. If you think you have made a Booking but have not received a Booking Reference or Booking Confirmation, please contact us.

2.5. Cancellations of Bookings for certain behaviours

2.5.1. We reserve the right to cancel your journey or Bookings connected to you, deny you or take other action to protect us and our systems, with or without prior notice to you, if:

2.5.2. the cardholder did not authorise or disputes the authorisation of the payment and/or claims that the Booking is fraudulent;

2.5.3. you have not paid (or the Booker has not paid on your behalf) the appropriate fares or any other outstanding charges related to your Booking;

2.5.4. we reasonably suspect that the Booking, or any information provided in relation to the Booking (whether provided by the cardholder, the Booker or a Passenger) is fraudulent, deceptive or inaccurate; and/or

2.5.5. we reasonably suspect that the cardholder, Booker or any Passenger on the Booking, is connected to any other fraudulent activity.

2.6. Fares, taxes, currency and payment

2.6.1. Fares are for your specific journeys only. Our fares cover your road transport from pickup address to destination address and do not any other extras, unless stated otherwise.

2.7. Currency

2.7.1. Our fares are payable in the currency shown at the time of Booking. If you add any extras (such as refreshments) or make changes online or by phone, we will charge you fees in the same currency as your original Booking. 

2.8. Payment

2.8.1. Unless we tell you otherwise, the Booker must pay in full at the time of making your Booking.

2.8.2. Payment methods may differ depending on the Website, App or sales channel you are using.

2.8.3. Your bank or card issuer may charge you foreign currency or other transaction fees. We are not responsible for these fees.

2.8.4. We may process your payment otherwise than in real time. If payment fails or is reversed for any reason after you have made a Booking, we may need to contact the Booker to request that payment is completed. If we do not receive payment in full either within 24 hours of booking we will cancel your Booking.

3. Booking Amendments & Cancellations.

3.1. Pre-Book Standard Ticket

3.1.1. If you cancel your trip up to 7 days before travel, there is no cancellation charge.
3.1.2. If you cancel your trip between 7 days and 24 hours before travel, the cancellation charge is 25% of your booking.
3.1.3. If you cancel your booking within 24 hours of your travel, your booking becomes non-refundable.

3.2. Pre-Book Flexible Ticket

3.2.1. Unlimited Booking amendments / changes can be made up to 1hr before travel with full refund.

3.4. Ride Now On Demand Booking

3.4.1 All tickets booked are non-refundable

4. Method of refund

4.1 We will only pay refunds to the Booker using the original payment method. If the original payment method is no longer available, we will refund to an alternative payment method in the Booker’s name. If you have booked through an Agent, they will be responsible for passing on any refund to you. We are not responsible for any fees the Agent may apply for processing the refund.

4.2 A refund made to someone presenting themselves to us as the Booker using the necessary Booking and security details, and who we reasonably believe is the Booker, will be deemed a proper refund and we will not process any further claim for a refund by the Booker or any other Passenger on the Booking.

4.3 Refunds will normally be made in the original currency in which the Booking was made.

5. Travelling with Children and Infants

5.1.1. For the purposes of these Terms, an “Infant” is a child under the age of two years old on the date of the journey and a “Child” is a child over the age of two years old and under the age of 16 years old on the date of the journey.

5.1.2. We only carry Infants or Children if they are travelling with an Accompanying Adult, who must be on the same Booking as the Infant or Child.

5.1.3. For safety and operational reasons, where possible, car seats will be provided for all infants and children.

5.1.4. If you are travelling with an Infant or Child, you must always take full responsibility for them throughout your journey. You must ensure that they are adequately and securely seated. 

6. Early arrival of the Aircraft

6.1. Aircraft landing early – we will review and reschedule you booking on a best effort basis for all ticket types.

7. Late arrival of the Aircraft

7.1. Late arrival of flights has an obvious effect on our business, our schedule and other customers bookings.

7.2. If your flight is delayed by more than 15 minutes for domestic flights and 30 minutes for international flights we will review and reschedule your booking on a best effort basis.

7.3. Standard and Flexible Tickets

7.3.1 Your collection will be rescheduled on a best effort basis.
7.3.2 Service will be provided by a Go Zero partner, or if not available, a third-party supplier.
7.3.3 Where service can be supplied by Go Zero, additional waiting time may be charged at £7.50 every 15mins or part of thereafter.
7.3.4 Where the service is supplied by a third party, if there is a difference from the Go Zero fare. A charge will be applied.
7.3.5 In the event a charge is applied you may be entitled to compensation from the Airline due to the delay. Please check with your airline.

8. Passengers requiring special assistance

8.1. Specific requirements

8.2. If you have special assistance requirements in relation to a disability or a medical condition, please add any requests at the time of making your Booking. Please make sure you let us know your requirements at least 48 hours before the scheduled pickup time. 

9. Right to refuse carriage

9.1. We may refuse to carry you and/or your Baggage, or remove you from a journey, without any liability on our part, if:

9.2. you are drunk you or your Baggage may put the safety of the car and driver or the health or safety of any person in the car in danger or at risk;

9.3. or under the influence of alcohol or drugs;

9.4. you are, or there is good reason to believe you are, in unlawful possession of drugs;

9.5. your mental or physical state is a danger or risk to yourself, the car and driver or any other person in it;

9.6. you have caused harm to, injured, or used threatening, abusive, insulting, obscene or lewd language or behaviour towards the driver.

9.7. we may cancel any subsequent journeys contained in your Booking (and no refunds will be paid in such circumstances); and we may cancel any existing Bookings and/or refuse to accept future Bookings for you for such length of time as we deem appropriate with regard to the circumstances.

10. Damage to Baggage

10.1. We are not liable for any damage to your Baggage except to the extent the damage resulted from our fault.

10.2. In respect of Baggage, we shall be liable to you for its destruction, loss or damage during the time it was in our charge and to the extent that damage did not result from the inherent defect, quality or vice of the Baggage.

10.3. We shall not be liable to you for damage due to over-packing or for normal wear and tear of Baggage such as small scratches, scuffs, dents and cuts, or other damage which does not prevent you from using the Baggage.

11. Travel Insurance and Insolvency Protection

11.1. Because our liability is limited, you should always ensure you have adequate insurance cover for your entire travel, including to cover the value of your Baggage and its contents and any medical risks. 

12. Data Protection

12.1. We control the ways and the purposes for which your personal data is processed by us and we are the “controller” for the purposes of the data protection laws that apply to us, including EU Regulation 2016/679 (General Data Protection Regulation or GDPR).

12.2. We process your personal data in accordance with our Privacy Policy. For more information on the personal data that we collect about you, how we protect it, how and why we process it, who we disclose it to and what your data protection rights are, see our full Privacy Policy.

12.3. Please ensure that the contact details of the Booker and any Passengers provided to us are correct and update them us immediately if they change. You can do this via contacting our customer services team.

13. Choice of Law and Jurisdiction

13.1. Unless otherwise provided by Applicable Law (including, where applicable, the Conventions and Regulation EU261):

13.2. these Terms and all services provided by us to you pursuant to these Terms, including in respect of yourself and/or your Baggage, shall be governed by the laws of England and Wales;

13.3. you can bring proceedings in the English courts, which shall have non-exclusive jurisdiction in relation to any dispute (contractual or non-contractual) arising out of or in connection with this Agreement including any question regarding its existence, validity or termination;

13.4. if you are a consumer resident in another member state of the European Union, you may also be able to bring proceedings in the courts of the member state in which you are resident; and

13.5. if you are a consumer resident in Switzerland, you may be able to bring proceedings in the canton in which you are resident.

14. Definitions

14.1. The following terms shall have the following meanings when used in these Terms:

14.2. “Accompanying Adult” means an adult Passenger of at least 16 years of age who is on the same Booking as an Infant or Child and accompanies them in the car;

14.3. “Additional Services” means services we offer other than our car service;

14.4. “App” means the Go Zero mobile applications connected to the Website and operated by or for Go Zero where Bookings can be made;

14.6. “Applicable Law” means all laws, statutes, regulations, bye-laws, mandatory codes of conduct and mandatory guidelines, including the Convention, applicable to the Booking, your travel with us and any other services we provide to you under these Terms;

14.7. “Baggage” means your personal property accompanying you on your trip, including Cabin Baggage and Hold Baggage;

14.8. “Booking” means a booking for one or more Go Zero journeys (with any Additional Services if applicable) which is accepted by us in accordance with section 2;

14.9. “Booking Reference” means the alphanumeric locator we issue to the Booker to confirm and identify each Booking;

14.10. “Booker” means an adult of at least 18 years of age who makes a Booking on behalf of all Passengers in that Booking;

14.11. “Booking Confirmation” means the confirmation from Go Zero to the Booker which includes your Booking Reference and sets out the details of your Booking and any special terms and conditions applicable to your Booking;

14.12. “Cabin Baggage” means any Baggage you take with you  (including items such as handbags, briefcases and laptop bags) and which is not Hold Baggage (if we check any of your Baggage into the aircraft hold at check-in or at the gate, it becomes Hold Baggage);

14.13. “Child” has the meaning given to it in section 5;

14.14. “Customer Services Team” means Go Zero’s customer services phone team.

14.15. “Government Tax” means VAT in the United Kingdom and/or equivalent passenger tax levied by government in certain jurisdictions which we are obliged to pay on your behalf in respect of your journey.

14.16. “Hold Baggage” means Baggage of which we take custody for stowage in the aircraft hold.

14.17. “Infant” has the meaning given to it in section 5;

14.18. “Passenger(s)” means any person or persons on a Booking carried or to be carried in a Go Zero service.

14.19. “Website ” means or other website where Bookings can be made.

Last updated: June 11 2020


Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Go Zero’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Go Zero’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is The Stables, Moneys Farm, Bottle Lane, Mattingley, Hampshire, RG27 8LJ.  Our company registration number is 10627533. (Registered in England and Wales). The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties: IP address, location.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time-to-time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.


Go Zero are committed to working within the GDPR (2018) guidelines and our privacy notice and data protection policies are available below.
Privacy Policy
Information we hold about our customers
We collect and process various categories of personal information from you at the start of, and for the duration of, your relationship with us. We will limit the collection and processing of information to information necessary to meet our legal obligations and to enable us to arrange to products or policies that you have requested.
Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to provide advice or to arrange products and services to you.
Basic personal information: name and address, date of birth and contact details.
We may also process certain special categories of information for specific and limited purposes, we will only process special categories of information where we’ve obtained your explicit consent or are otherwise lawfully permitted to do so.
We do not obtain personal data from any source other than from you.
How we use your information
We will only use and share your information where it is necessary for us to carry out our lawful business activities.  We may process your information where it is necessary to enter into a contract with you for the provision of our products or services or to perform our obligations under that contract. Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to operate your account and/or provide products and services to you.
The way we use your data is described below
  • Assess suitability for products or services.
  • Arrange and advise on products and services available to you.
  • Develop, manage and maintain our relationships with you and for ongoing customer service.
  • Investigate and resolve complaints or breaches of conduct by our employees.
  • We may process your information in the day-to-day running of our business, to manage our business and financial affairs and to protect our customers, employees and property. It is in our interests to ensure that our processes and systems operate effectively and that we can continue operating as a business.
  • Monitor, maintain and improve internal business processes, information and data, technology and communications solutions and services.
  • Perform general, financial and regulatory accounting and reporting
  • Enable a sale, reorganisation, transfer or other transaction relating to our business
Your rights
We want to make sure you are aware of your rights in relation to the personal information we process about you. We have described those rights and the circumstances below.  If you wish to exercise any of these rights, if you have any queries about how we use your personal information that are not answered here, or if you wish to complain, please contact us here.
Please note that in some cases, if you do not agree to the way we process your information, it may not be possible for us to supply products to you.
Further information or requests to invoke rights should be made in writing/email.
Your rights are summarised below:
  • You have a right to get access to the personal information we hold about you.
  • You have a right to rectification of inaccurate personal information and to update incomplete personal information.
  • You have a right to request that we delete your personal information.
  • You have a right to request us to restrict the processing of your personal information.
  • You have a right to data portability.
  • You have a right to object to the processing of your personal information.
  • You have a right to object to direct marketing.
  • You have a right to withdraw your consent.
  • Sharing data with 3rd parties
We will only use and share your information with third parties in the following circumstances:
  • Where we have your permission.
  • Where we are required by law and by law enforcement agencies, judicial bodies, government entities, tax authorities or regulatory bodies around the world with third party guarantors or other companies that provide you with benefits or services (such as insurance cover) associated with your product or service where required for a proposed sale, reorganisation, transfer, financial arrangement, asset disposal or other transaction relating to our business and/or assets held by our business.
  • Where permitted by law, it is necessary for our legitimate interests or those of a third party, and it is not inconsistent with the purposes listed above.
How we keep your information
By acting as an intermediary to provide you with products or services, we create records that contain your information, such as customer account records and activity records. Records can be held on a variety of media (physical or electronic) and formats.
We manage our records to help us to serve our customers and to comply with legal and regulatory requirements. Records help us demonstrate that we are meeting our responsibilities and to keep as evidence of our business activities.
Retention periods for records are determined based on the applicable legal or regulatory requirements. We normally keep customer account records for the life span of any product or service that has been arranged by us in order that we can deal efficiently with any queries that you may have.
Once products or policies have come to an end we normally keep customer account records for a further 12 months.
Retention periods may be changed from time-to-time based on business or legal and regulatory requirements.
We are committed to ensuring that your information is secure with us and with the third parties who act on our behalf.


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