Terms of service

Last updated 26 October 2026

These terms govern your use of the CALLBY app and the chauffeur services booked through it. By creating an account you agree to them. CALLBY is operated from London, United Kingdom.

1. The service

CALLBY arranges for a vetted professional chauffeur to come to your car and drive you, in your car, to your destination (CALLBY Now and CALLBY Reserve) or for a booked number of hours (CALLBY Private). The chauffeur reaches your car by their own means and does not bring a vehicle. CALLBY operates within the service area shown in the app.

2. Your account

You must be 18 or over and able to enter a binding contract.
You sign in with a one-time passcode sent to your mobile number or email. Keep your device secure: you are responsible for bookings made from your account.
You can delete your account at any time from Account in the app.

3. Your car

You confirm that you own, or are permitted to use, each car you add, that it is roadworthy, taxed, has a valid MOT where required and is insured as required by law.
You must tell us about anything the chauffeur needs to know to drive the car safely, including warning lights, modifications or known faults.
The chauffeur may decline to drive a car they reasonably believe is unsafe or unlawful to drive. A booking declined for that reason is treated as a customer cancellation.

4. Bookings, pricing and payment

Every booking shows its price before you confirm. Prices are in pounds sterling and include VAT on the chauffeur fare. Journey cover is shown as its own line and includes insurance premium tax.
A payment method must be on your account to book. The price is authorised on your card when the booking is confirmed and captured when the journey is completed. Tips, waiting time agreed with the chauffeur and any fees in section 5 are charged to the same card.
CALLBY Reserve and CALLBY Private need at least 20 minutes' notice and may be booked up to 90 days ahead. CALLBY Private has a minimum of three hours.
Prices may include late-night, peak and service-specific elements as shown on the quote.

5. Cancellations, no-shows and changes

You may cancel free of charge until a chauffeur is on the way to you.
Once the chauffeur is on the way, has arrived or is completing handover, a late cancellation fee of £15 applies.
If the chauffeur has waited 15 minutes at the pickup and cannot reach you, the booking may be closed as a no-show and a £15 fee applies.
A journey in progress cannot be cancelled in the app. Ask the chauffeur to end the journey at a safe place; the price for the journey remains payable.
If CALLBY cannot provide a chauffeur, you are not charged and any authorisation is released.

6. Handover and the journey

Handover begins when you share the 4-digit journey PIN shown in the app with your chauffeur. Do not share it with anyone else.
You remain responsible for the contents of your car and for any passengers. The chauffeur drives according to the law and may refuse instructions that would be unlawful or unsafe.
Route changes and additional stops requested during the journey may change the price.

7. Journey cover

Where shown on your quote, journey cover provides insurance for the chauffeur driving your car for the duration of the booking, on the terms of the policy in force at the time. The cover is arranged with an insurer and the premium is passed on to you at cost plus insurance premium tax. Cover details, excesses and exclusions are set out in the policy summary available from CALLBY on request. Your own motor insurance remains in force and may apply first depending on its terms.

8. Chauffeurs

Chauffeurs are licence-checked, DBS-checked and approved for specific vehicle categories before they drive for CALLBY customers. You can rate a chauffeur after a journey and favourite chauffeurs who have driven for you. Where a favourite is on duty nearby and approved for your car, they are offered your booking first. We cannot guarantee a particular chauffeur.

9. Conduct

Treat chauffeurs with respect. Abuse, discrimination, harassment or requests to drive unlawfully may lead to a booking being ended and your account being closed. Chauffeurs are held to the same standard, and you can report any concern from Support in the app.

10. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law.
Damage to your car while a chauffeur is driving it under a booking is handled under the journey cover and the chauffeur's own obligations. Report any damage before the chauffeur leaves, or as soon as you discover it, through Support.
CALLBY is not liable for delays caused by traffic, weather, road closures or events outside its reasonable control, nor for losses that were not foreseeable when you booked.

11. Changes to the service and these terms

We may update the app, prices and these terms. Material changes to the terms will be shown in the app before they apply to you. Continuing to use CALLBY after that date means you accept the updated terms.

12. Governing law

These terms are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction, without affecting your statutory consumer rights.

13. Contact

Support is available in the app and at hello@callby.app.