Legal

Booking Terms & Conditions

Last updated: July 2026

These Booking Terms and Conditions ("Terms") govern all journeys arranged with NORTH EAST OPERATOR LTD (trading as N.E.O — North East Operator) ("N.E.O", "we", "us"). By making a booking enquiry or confirming a journey with us, you agree to these Terms.

1. Account Registration and Access

Access to the N.E.O website and members area requires registration of a client account. By creating an account, you confirm that the details provided are accurate and that you are aged 18 or over.

Your account is personal to you and must not be shared with or transferred to any other person. You are responsible for maintaining the confidentiality of your login credentials.

N.E.O reserves the right to suspend or close accounts that are used fraudulently, in breach of these Terms, or in a manner inconsistent with the standards of the N.E.O service.

Account deletion: You may delete your account at any time from the My Account dashboard. Your personal data is removed immediately upon deletion. Your login credentials are fully removed within 24 hours. Deleting your account cancels any pre-launch registration status but does not affect any confirmed bookings, which remain subject to the cancellation terms below.

2. The Booking Process

A booking is not confirmed until you receive a direct confirmation from N.E.O via WhatsApp, phone call or email. Submitting an enquiry form or sending a WhatsApp message constitutes a request only — not a confirmed reservation.

During the pre-launch period, journey details submitted through this website are recorded as pre-launch interest on the N.E.O list. Omar will follow up personally when N.E.O commences trading to confirm availability and agree the journey.

Upon confirmation, N.E.O will agree the pickup time, pickup location, destination and indicative fare with you directly.

2. Fares and Payment

The journey planner on this website provides route distance and time as a guide only. No fare estimates are displayed during the pre-launch period. The confirmed fare will be agreed personally between N.E.O and the client before any journey commences.

No payment is collected through this website. Payment is made directly to the chauffeur by cash or by arrangement (bank transfer for account clients).

Fares may vary based on actual route taken, traffic conditions and any additional stops requested during the journey. Any waiting charges applicable will be agreed personally with the client at the time of booking.

3. Cancellation Policy

• More than 24 hours before pickup: Full cancellation, no charge.
• Between 4 and 24 hours before pickup: 50% of the agreed fare is payable.
• Less than 4 hours before pickup or no-show: 100% of the agreed fare is payable.

To cancel a booking, contact us directly on 07599 769672 (WhatsApp or call) or at omar@rideneo.co.uk. Cancellation time is recorded from when N.E.O receives and acknowledges your cancellation.

N.E.O reserves the right to cancel a booking in the event of circumstances beyond our control (severe weather, vehicle breakdown, medical emergency). In such cases, no charge will be made and we will endeavour to provide advance notice and assistance wherever possible.

4. Passengers and Luggage

The maximum number of passengers is 4. This limit is set by law and will not be exceeded under any circumstances.

Standard luggage (one suitcase and one carry-on per passenger) is accommodated. Oversized, excessive or specialist luggage should be declared at the time of booking. N.E.O reserves the right to decline carriage of items that compromise vehicle safety or condition.

5. Client Conduct

N.E.O reserves the right to terminate a journey without refund if a passenger's behaviour is deemed abusive, threatening, dangerous or causes damage to the vehicle. The client will be liable for the cost of cleaning or repairing any damage caused to the vehicle.

Smoking, vaping and the consumption of alcohol without prior agreement are not permitted in the vehicle.

6. Flight Monitoring

For airport collection journeys, N.E.O will monitor the flight number provided at the time of booking. If a flight is delayed, the pickup time will be adjusted accordingly at no extra charge. If no flight number is provided, the client accepts responsibility for communicating any delays.

7. Liability

On commencement of trading, N.E.O will hold public liability insurance and private hire vehicle insurance as required by law and by the relevant licensing authority. The level of cover will be available on request.

N.E.O shall not be liable for delays or failures caused by circumstances beyond our reasonable control, including but not limited to severe weather, road closures, accidents, civil unrest or acts of God.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded by law.

8. Confidentiality

N.E.O treats all client information — including names, journey details, destinations, travel patterns and any information disclosed during a journey — as strictly confidential. We will not disclose any such information to any third party without your prior consent, except where required to do so by law or by a competent regulatory authority.

This obligation of confidentiality applies equally to all N.E.O chauffeurs, including any partner drivers engaged under the N.E.O standard.

9. Partner Chauffeurs

From time to time, N.E.O may fulfil bookings using vetted partner chauffeurs operating under the N.E.O standard. Where a booking will be fulfilled by a partner rather than Omar Ahmed directly, you will be informed at the time of booking or as soon as reasonably practicable.

All N.E.O partner chauffeurs are required to complete the N.E.O Academy induction before undertaking any N.E.O journey. They are held to the same standards of presentation, punctuality, discretion and conduct as set out in these Terms. N.E.O accepts full responsibility for the conduct of all journeys fulfilled under its name.

10. Privacy

Personal data collected during the booking process is handled in accordance with our Privacy Policy.

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Contact

For any queries regarding these Terms, please contact:

Omar Ahmed — N.E.O North East Operator
Company No. 17163527 (Registered in England & Wales)
Suite Ra01, 195–197 Wood Street, London, E17 3NU
omar@rideneo.co.uk
07599 769672