Passenger Terms

Last updated: 13 October 2026

These terms apply when you book a taxi with the Thumbit app. Please read them before you book. By ticking the box on the payment screen you agree to them.

1. About Thumbit

Thumbit is run by Michael Binmore-May, trading as Thumbit, a sole trader in the United Kingdom ("Thumbit", "we", "us").

Thumbit is a booking app. It is not a taxi firm. When you book, Thumbit Dispatch, our booking and dispatch system, sends your booking to independent, licensed local taxi and private hire firms ("the taxi firm"). The taxi firm that accepts your booking carries out your journey, and the contract for the journey itself is between you and that taxi firm. Thumbit is not a party to that contract.

Every taxi firm on Thumbit must hold the licences and insurance the law requires to carry passengers for hire.

2. Who can use Thumbit

You must be 18 or over to have a Thumbit account. You can book a trip for someone else, including a child you're responsible for, using a family profile. You must give accurate details and keep your account to yourself.

3. Your price

Before you book, the app shows an estimated fare. It's worked out from the official taxi tariff set by the council for your pickup area, including the time of day, Sundays and bank holidays where the council sets different rates. The minimum fare is £10.

It's an estimate. The final fare can change because of waiting time you ask for, a change of route or destination, road closures, or extras the council's tariff allows. The taxi firm's meter or agreed fare is the final fare.

You pay your fare to the driver at the end of the journey, by cash or card.

4. The booking fee

When you book, you pay a £1.50 booking fee in the app. This is our charge for the booking service. It's paid on Stripe's secure payment page.

If you cancel before a driver accepts your booking, the booking fee is refunded to your card. Refunds usually take 5 to 10 working days to show on your statement.

5. Cancelling

You can cancel a booking at any time in My bookings.

• Before a driver accepts: free, and your booking fee is refunded.
• After a driver has accepted, and your pickup is more than 12 hours away: no cancellation fee, but the booking fee isn't refunded.
• After a driver has accepted, and your pickup is less than 12 hours away: a £10 late-cancellation fee is charged, and the booking fee isn't refunded.

The app always tells you if the fee applies before you confirm a cancellation.

There's no fee if the taxi firm cancels, for example because of a breakdown. We'll try to find another firm, but can't promise one is available.

6. Your saved card

When you pay the booking fee, Stripe saves your card. By ticking the box on the payment screen, you allow us to charge that card, without asking you again, for:

• the £10 late-cancellation fee, only if it applies under section 5.

We won't use the saved card for anything else without asking you first. If the charge fails, we'll ask you to pay on Stripe's secure page. You can withdraw this permission at any time by emailing us or deleting your account. Fees already owed before then are still due.

Thumbit never sees your full card number. Stripe handles your card details.

7. Changing a booking

You can change a booking in the app until a driver accepts it. After that, call the taxi firm using the button on your trip screen.

8. On the day

• Please be ready at your pickup point at the booked time. Drivers wait a reasonable time, usually about 5 minutes. Waiting charges may apply after that, under the council's tariff.
• Tell us in your booking notes if you need a child seat. You're responsible for making sure children travel safely, as the law requires.
• Please treat drivers with respect. A driver can refuse or end a journey if a passenger is abusive, threatening or acting unlawfully, and we may close the account.
• You're responsible for damage you cause to a vehicle, including any cleaning charge the council's tariff allows.

9. Lost property, problems and complaints

If you leave something in a car, use I left something in the car on your trip in My bookings, and we'll pass your message to the taxi firm. Returning items is up to the taxi firm and may have a charge.

If something goes wrong, use Report a problem in the app or email support@thumbittaxis.com. Please raise fare disputes within 48 hours of your journey and booking-fee refund requests within 7 days. We aim to reply within 5 working days.

10. Our responsibility to you

We'll provide the booking service with reasonable care and skill.

The taxi firm is responsible for the journey itself, including the vehicle, the driver and getting you there safely. We're not responsible for losses caused by a taxi firm or driver, or for delays or journeys not completed by a taxi firm. We're not responsible for losses we couldn't reasonably foresee, or for events outside our reasonable control.

Where we are responsible to you for the booking service, our liability is limited to the fees you paid us for that booking.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or anything else the law doesn't allow us to limit. Nothing in these terms affects your legal rights as a consumer.

11. Your data

How we use your personal data is explained in our Privacy Policy.

12. Changes to these terms

We may update these terms. We'll post the new version here with a new date, and tell you in the app or by email if the changes are important. The terms you agreed to when you booked apply to that booking.

13. The law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

14. Contact us

Email: support@thumbittaxis.com Website: thumbittaxis.com