Passenger Terms of Use

These terms of use govern the use by passengers ("You, Your", "Passenger") of certain Bolt software and transport services ("Passenger Terms").

1. WELCOME TO BOLT

1.1 These Passenger Terms apply between You and:

  • (a) Hopp Operations Limited trading as “Bolt” (a company registered in the United Kingdom, with company number 11063356) ("Bolt") in relation to the provision of the Service (as defined in clause 2.1 below); and

  • (b) Bolt Operations OÜ a corporation organised and existing under the laws of the Estonia, having its registered office in Vana-Lõuna 39/1, Tallinn 10134, Estonia ("Bolt Operations") in relation to the payment services relating to the Service (as defined in clause 2.1 below), from such time as You register and set up an account with Bolt.

    1.2 It is important that You read and understand the Passenger Terms before using the Service (as defined in 2.1 below). By using and accessing the Service, You agree to these Passenger Terms. If You do not agree to these Passenger Terms, please do not use the Service.

2. BOLT SERVICE

2.1 Bolt operates a free platform (the "Service") that allows You to request, book and pay for passenger transportation services ("Journeys") using the Bolt application (the "App") available for download on Your mobile device and for licensed private hire vehicle drivers ("Drivers") to provide the Journey to You.

2.2 When You submit a booking request for a Journey through the App, Bolt will process Your request and may accept Your booking (depending on Your location and payment history) for the purpose of finding and allocating You a Driver who is willing and able to fulfil Your Journey request.

2.3 Once an individual Driver confirms that they will accept Your Journey request, You will enter into a separate agreement with the Driver for the provision of the Journey on such terms and conditions as You agree with the Driver. Bolt does not provide Journeys and is not a party to Your agreement with the relevant Driver.

2.4 Bolt will provide the following as part of the Service in connection with the Journey;

  • (a) Accepting and processing bookings as they are made by You;

  • (b) Identifying a Driver to complete Your Journey;

  • (c) Keeping records of bookings;

  • (d) Monitoring trips booked through the App remotely to ensure the safety of Drivers and Passengers, and the effective functioning of the App;

  • (e) Processing and managing complaints, questions, requests regarding lost and found items, and feedback through our customer support team. We encourage any and all feedback about Journeys to be provided through the App, in accordance with applicable law and in line with the expectations of Transport for London.

    2.5 You may cancel Your booking request for a Journey any time before You begin Your Journey by informing the Driver through the App. However, if You:

  • (a) cancel Your booking request more than 5 minutes after Your Journey was successfully allocated by Bolt to a Driver; or

  • (b) are late to meet Your Driver at the pick-up location and time You selected on the App when booking the Journey, Bolt Operations may collect a cancellation or late show-up fee from You of up to £10 on behalf of the Driver.

    2.6 Bolt may, from time to time, provide social features on the Service, such as the ability to contact, rate and review the Driver. Any use of such social features should comply with our Rules of Acceptable Use below.

3. Accessing the Service

3.1 To access the Service, You must:

  • (a) download the App on Your mobile device (the App is free from either the Google App Store or the Apple App Store);

  • (b) accept these Passenger Terms and any relevant app store terms;

  • (c) be at least 18 years old;

  • (d) treat Your Driver with respect, courtesy and decency – as You would expect to be treated as a Passenger; and

  • (e) register and set up a Bolt account with a user ID and password (Your "Account").

    3.2 You may connect to the Service using a third-party service (e.g. LinkedIn, Facebook or Twitter) . You acknowledge that Bolt may access and use Your information from that service (including Your personal, data) as permitted by that service and as set out in Bolt’s Privacy Policy: (https://bolt.eu/en-gb/legal/privacy-for-riders/).

    3.3 During the installation of the App, the Passenger’s mobile number is linked to the respective Bolt Account and added to our database. If You are no longer using Your mobile number, You must notify Bolt within 7 days so we can anonymise Your Account data. If You do not notify us about any change to Your number, Your mobile operator may issue the same mobile number to another of their users and when using the App, this new person may be able to access Your data on the App.

    3.4 You must provide Bolt Operations with valid and up-to-date credit or debit card details in order to use Your Account to utilise the Service. You authorise Bolt Operations to collect from such credit or debit card the Fares incurred via Your Account and hereby confirm that the details You provide are accurate and that You have the right to use the credit or debit card provided.

    3.5 You are responsible for maintaining the confidentiality of Your login details and any activities that occur under Your Account. If You have any concerns that Your Account may have been misused, You should contact Bolt at london@bolt.eu straight away to let Bolt know.

    3.6 Your privacy is important to Bolt and Bolt Operations. You should read the Bolt’s Privacy Policy (https://bolt.eu/en-gb/legal/privacy-for-riders/) to understand how Bolt and Bolt Operations collect, use and share information about You. By using the App and the Service, You acknowledge that Your personal data will be processed in accordance with Bolt’s Privacy Policy. Please note that Bolt is committed to proactively and reactively cooperating and assisting law enforcement officials in relation to incidence which occur on a Journey or between a Passenger and Driver. At our discretion and in accordance with applicable data protection laws and regulation, we may provide information regarding You, Your Account, and Your trip history to law enforcement officers and agents – further information about such disclosures can be found in Bolt’s Privacy Policy.

4. Your Right to Use the Service

4.1 As long as You comply with these Passenger Terms, Bolt agrees to grant You a royalty free, revocable, non-exclusive right to access and use the Service in accordance with these Passenger Terms, Bolt’s Privacy Policy (https://bolt.eu/en-gb/legal/privacy-for-riders/) and the applicable app-store terms (incorporated into these Passenger Terms by reference). You may not transfer or sub-license this right to use the Service.

4.2 Unless allowed by these Passenger Terms and as permitted by the functionality of the Service, You agree:

  • (a) not to copy the App or any portion of the Service;

  • (b) not to give or sell or otherwise make available our App or any portion of the Service to anybody else;

  • (c) not to change the App or any portion of the Service in any way; and

  • (d) not to look for or access the code of the App or any portion of the Service that Bolt has not expressly published publicly for general use.

    4.3 You agree that You have no rights in or to the App or any portion of the Service other than the right to use them in accordance with these Passenger Terms.

    4.4 All intellectual property rights in the Service, its content and any related documentation existing anywhere in the world belong to Bolt or its licensors (and are protected by copyright and/or trade secret laws and other international treaty provisions) and may not be copied, distributed, uploaded, republished, decompiled, disassembled or transmitted in any way without Bolt’s prior written consent. You will not have any rights of ownership in the Service, its content or any related documents other than the right to use it in accordance with these Passenger Terms.

5. Taking a Journey

5.1 By requesting to book a Journey which is accepted by Bolt, You agree to enter into a further agreement with Your Driver to take (or to authorise another person to take) and pay for the Journey You have requested.

5.2 You acknowledge that while undertaking the Journey:

  • (a) Your Driver may take any reasonable route to Your requested destination and Bolt does not set any route restrictions;

  • (b) You may amend Your route in consultation with Your Driver;

  • (c) an extraordinary situation (such as mechanical breakdown or civil emergencies) may result in Your Driver being unable to complete Your Journey;

  • (d) You will not consume or carry drugs or alcohol in the vehicle;

  • (e) You will not carry or use weapons in the vehicle; and

  • (f) You will not use, incite or encourage violence, racism or discrimination in any form.

    5.3 You agree that while You are a Passenger of any Journey You will treat Your Driver with respect, courtesy and decency – as You would expect to be treated as a Passenger. Any failure to abide by these Passenger Terms may affect Your ratings, entitle Bolt to suspend or terminate Your access to the Service or may be escalated to Bolt or the relevant authorities.

    5.4 You agree that if You or Your co-passengers damage the vehicle including its furnishing (including by staining the vehicle or causing the vehicle to smell) we may, on behalf of the Driver, require you to pay a cleaning fee of £60 or, if greater, the costs of cleaning or repairing the vehicle (the “Repair or Cleaning Charge”). If You do not pay the Repair or Cleaning Charge when notified, You authorise us to deduct that amount from Your credit or debit card.

    5.5 Drivers commit to a high standard of service and professionalism towards Passengers. Please let us know at london@bolt.eu or through the App if You have not had a satisfactory Journey.

6. Fares and Payment Services from Bolt Operations

6.1 Bolt Operations processes all payments in relation to the App, including invoicing, collecting payments from You, refunding Passengers (where appropriate) and remitting payments to Drivers ("Payment Services").

6.2 Once a Driver has completed Your Journey, Bolt Operations will collect a fare from You on behalf of the Driver for each completed Journey taken through the Service ("Fare"). The Fare will be determined by the Software, having regard to the actual journey time, any peak pricing, cancellation fees, and distance travelled.

6.3 As part of Your request for a Journey, the App will provide You with an estimate of the fare You will be charged for the provision of the Journey (the "Estimate"). This Estimate is provided for Your reference only and the actual Fare may vary due to journey time, distance travelled, any changes agreed with Your Driver or any peak pricing.

6.4 Once You have completed a Journey, Bolt Operations will invoice You on behalf of the Driver and charge Your nominated credit or debit card for the amount of the Fare. Bolt Operations will then create a receipt on behalf of Your Driver setting out the route, Fare, time and other relevant information relating to that particular Journey.

6.5 If, due to no fault of Bolt Operations or the Service, Bolt Operations is unsuccessful in collecting a Fare or any other amount from Your credit or debit card, Bolt will inform You and Bolt may suspend or temporarily disable all or part of Your access to the Service (without any responsibility to You), and Bolt shall be under no obligation to provide any or all of the Service while the amount concerned is unpaid. This does not affect any other rights and remedies available to either Bolt or Bolt Operations (as the Payment Services provider).

7. Promotional Codes

7.1 Bolt and any entity that is directly or indirectly under the control of Bolt and/or Bolt Operations (an "Affiliate Company"), may send You promotional codes on a per promotion basis. Promotional code credit can be applied towards payment on completion of a journey or other features or benefits related to the service and/or a third party’s service and are subject any additional terms that are established on a per promotional code basis. Expiration dates of promo codes will be reflected in-App once You have applied the promo code to Your Account.

7.2 If Your trip amount exceeds the redeemable credit allocated to Your journey, the balance will be automatically deducted from Your Account. Similarly, a promotional code credit only applies on a per journey basis and cannot carry over to a next journey / trip and therefore will be forfeited.

7.3 Bolt reserves the right to cancel any promotional code at any time for any reason. This includes, but is not limited to, if Bolt deems that codes are being used in an unlawful or fraudulent manner, those issued mistakenly, and those which have expired.

8. Your content

8.1 You confirm that any text, images or any other information that You provide to Bolt whilst using the Service ("User Content") will meet the Rules of Acceptable Use (as defined in clause 10 below).

8.2 Bolt does not claim ownership in Your User Content and ownership will remain with You (or the relevant third party owner). You grant Bolt a worldwide, non-exclusive, royalty-free and perpetual licence to use, copy, reproduce, distribute, adapt, re-format, modify, publish, translate, license, sub-license, and exploit the User Content anywhere and in any form for the purposes of providing the Service (including, where applicable, allowing other users to view Your User Content).

8.3 You must ensure that You are able to grant us the above licence for any content owned by a third party that You include in Your User Content.

8.4 Our right to use Your User Content does not in any way affect Your privacy rights. Please see clause 9 of these Passenger Terms for further information about how we use Your personal data.

8.5 The Services make available third party content, such as User Content. Bolt is not responsible for any such content in any way, but may monitor User Content and reject, refuse or delete any User Content where Bolt considers that it breaches any of the Rules of Acceptable Use.

9. Processing of Personal Data

9.1 For details on how Bolt and Bolt Operations collects, stores, discloses and processes Your personal data, please refer to Bolt’s Privacy Policy: https://bolt.eu/en-gb/legal/privacy-for-riders/. By using the App and the Service, You acknowledge that Your personal data will be processed in accordance with Bolt’s Privacy Policy, available at: (https://bolt.eu/en-gb/legal/privacy-for-riders/)

10. Rules of Acceptable Use

10.1 In addition to the other requirements within these Passenger Terms, this section describes specific rules that apply to Your use of the Service (the "Rules of Acceptable Use").

10.2 When using the Service (including, where relevant, during any Journey) You must not:

  • (a) circumvent, disable or otherwise interfere with any security related features of the Service;

  • (b) permit another person to use the Service on Your behalf unless such person is authorised by You;

  • (c) use the Service if Bolt has suspended or banned You from using it;

  • (d) advocate, promote or engage in any illegal or unlawful conduct or conduct that causes damage or injury to any person or property;

  • (e) modify, interfere, intercept, disrupt or hack the Service;

  • (f) misuse the Service by knowingly introducing viruses, trojans, worms, logic bombs or other material which would harm the Service or any user of the Service’s own equipment;

  • (g) collect any data from the Service other than in accordance with these Passenger Terms;

  • (h) submit or contribute any User Content that contains nudity or violence or is abusive, threatening, obscene, misleading, untrue or offensive;

  • (i) submit or contribute any User Content that You do not own or have the right to use or otherwise infringe the copyright, trademark or other rights of third parties;

  • (j) use any User Content in violation of any licensing terms specified by the owner;

  • (k) submit or contribute any information or commentary about another person without that person’s permission;

  • (l) threaten, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety or be likely to harass, upset, embarrass, alarm or annoy any other person; or

  • (m) use any automated system, including without limitation “robots”, “spiders” or “offline readers” to access the Service in a manner that sends more request messages to the Service than a human can reasonably produce in the same period of time.

    10.3 Failure to comply with Rules of Acceptable Use constitutes a serious breach of these Passenger Terms, and may result in Bolt and/or Bolt Operations taking all or any of the following actions (with or without notice):

  • (a) immediate, temporary or permanent withdrawal of Your right to use the Service;

  • (b) immediate, temporary or permanent removal of any User Content;

  • (c) issuing of a warning to You;

  • (d) legal action against You including proceedings for reimbursement of all costs (including, but not limited to, reasonable administrative and legal costs) resulting from the breach; or

  • (e) disclosure of such information to law enforcement authorities, including information about Your personal data, as Bolt and/or Bolt Operations reasonably feel is necessary or as is required (and in accordance with Bolt’s Privacy Policy available at: (https://bolt.eu/en-gb/legal/privacy-for-riders/).

    10.4 The responses described in paragraph 10.3 are not limited, and Bolt and/or Bolt Operations may take any other action Bolt and/or Bolt Operations reasonably deems appropriate or as is required. For more information, please review Bolt’s Privacy Policy available at: (https://bolt.eu/en-gb/legal/privacy-for-riders/)

11. Ending our relationship

11.1 If at any time You feel that You can no longer agree to these Passenger Terms or any changes made to the Passenger Terms or the Service, You must immediately uninstall the App and stop using the Service.

11.2 If You would like to delete Your Account, please email Bolt at london@bolt.eu or let us know using the communication feature in the Service. Please note that in order for us to access Your data and delete Your Account, it may be required for You to first verify Your identity.

11.3 Bolt may immediately end Your use of the Service if You breach these Passenger Terms or Bolt considers it necessary to protect the integrity of Bolt or the safety of Bolt staff or its affiliated Drivers.

11.4 Bolt may withdraw the Service as long as Bolt gives You a reasonable notice that it plans to do this.

11.5 If the relationship is terminated or Bolt withdraws the Service as described in this section, Bolt may delete Your User Content or any other information it holds about You. You will also lose any rights You have to use the Service or to access any content provided by us under the Service, any content provided by Drivers or Your User Content. Bolt will not offer You compensation for any resulting losses.

11.6 The termination of Your use of the Service and the cancellation of Your Account shall not affect any of Your obligations to pay any sums due to Bolt Operations.

12. Liability

12.1 Nothing set out in these Passenger Terms limits or excludes Bolt’s or Bolt Operations’ liability to You in relation to:

  • (a) death or personal injury arising as a result of Bolt or Bolt Operations’ negligence;

  • (b) fraud on the part of Bolt or Bolt Operations;

  • (c) any rights You have under consumer law which cannot be excluded or limited under applicable law;

  • (d) any other liability that cannot be excluded or limited under applicable law.

    12.2 All Drivers undergo verification, training and checks before they are able to be affiliated with Bolt and provide Journeys to You through the App. However, You acknowledge that riding in vehicles is inherently dangerous and Bolt (and/or any of its affiliates) has no liability or responsibility to You in relation to any Journey provided by Drivers.

    12.3 The Service, its content and functionality, are provided on an “as is” and “as available” basis, and, to the fullest extent permitted by applicable law, neither Bolt nor Bolt Operations makes any promises, whether express or implied, with respect to the Service, its content or functionality.

    12.4 Neither Bolt nor Bolt Operations and its affiliate companies makes any promise that access to the Service will be uninterrupted or error free. Neither Bolt nor Bolt Operations makes any representation, warranty or guarantee regarding the reliability, timeliness, suitability or quality of the Service.

    12.5 To the maximum extent permitted under applicable law, neither Bolt nor Bolt Operations will be liable to You in any way, whether for breach of contract, in tort (including negligence) or otherwise, for any damages, loss, costs or other liability, except to the extent that such damages, losses or costs are a foreseeable consequence of Bolt’s failing to perform its obligations under the Passenger Terms.

    12.6 If Bolt or Bolt Operations has any liability to You whether for breach of contract, in tort (including negligence) or otherwise, in connection with these Passenger Terms, or as a result of You using the Service (including any Journey contracted for through the App), the maximum liability of Bolt or Bolt Operations (as applicable) will be £250 in aggregate.

13. Resolving disputes

13.1 Should You have any dispute, conflict, claim or controversy with Bolt, Bolt Operations or any of its Affiliate Companies relating to the Service or payment processing, including disputing a Fare (“Dispute”), then in the first instance please contact london@bolt.eu and attempt to resolve the dispute with Bolt, Bolt Operations or any of its Affiliate Companies (as applicable) informally.

13.2 In the unlikely event that the parties have not been able to resolve a dispute informally, Bolt will discuss and agree with You the most effective way of resolving the dispute and, as a last resort, any Dispute shall be finally resolved in the courts of England.

14. Contact, feedback and complaints

14.1 If You need to contact Bolt or Bolt Operations in relation to these Passenger Terms or any other document mentioned in them, You can contact Bolt and Bolt Operations at the support centre by emailing london@bolt.eu

14.2 Bolt values hearing from its users, and is always interested in learning about ways Bolt can improve the Service. By providing Your feedback You agree that You are giving up any rights You have in Your feedback so that Bolt may use and allow others to use it without any restriction and without any payment to You.

15. Final Provisions

15.1 English law will apply to all disputes and the interpretation of these Passenger Terms. The English courts will have non-exclusive jurisdiction over any dispute arising from or related to Your use of the Service.

15.2 If any provision of these Passenger Terms is held to be unenforceable, the parties shall substitute for the affected provision an enforceable provision that approximates the intent and economic effect of the affected provision. The failure or delay by either party to enforce any term of the Passenger Terms shall not be deemed a waiver of such term.

15.3 In order to ensure that Bolt is a market leader, it is constantly updating and improving the Service. This may include updating or deleting certain elements of the Service and this may impact on Your use of the Service or Your User Content. If Bolt make any changes to the Service, Your continued use will be deemed acceptance of the changes. You may stop using the Service at any time.

15.4 Bolt may from time to time also amend these Passenger Terms. Bolt will normally notify You in advance before the new Passenger Terms become effective. Your continued use of the Service after the revised terms become effective will be deemed acceptance of the terms.

15.5 No provision of these Passenger Terms is enforceable under the Contracts (Rights to Third Parties) Act 1999 by a person who is not a party to these Passenger Terms.

15.6 Date of entry into force of the General Terms and Conditions: 10.06.2019