Terms & Conditions
Last updated 10 August 2026
These terms apply to every booking you make with Resa. Please read them alongside our Privacy Policy before you book.
About these terms
Resa is the trading name of Kfows Ltd, a private hire vehicle operator, with a licence application in progress with Transport for London (TfL). Kfows Ltd is registered in England and Wales (company number 17298364), registered office 71-75 Shelton Street, London WC2H 9JQ. By making a booking you agree to these terms. They apply to every booking, and should be read alongside our Privacy Policy.
Our role
Kfows Ltd accepts your booking as principal. This means we contract with you to provide your journey and are responsible to you for it; we then allocate a suitably licensed private hire driver and vehicle to carry it out. The driver is not the party you contract with. We are a pre-booking operator only - journeys must be booked in advance and cannot be hailed in the street or at a rank.
Making a booking
Bookings are made by phone on 020 8050 0524. When you book, we agree the pickup time and place, the destination and the fare or fare estimate, and record the details we are required to keep. We confirm your booking before the journey. Before pickup we send a confirmation with the vehicle registration, the driver’s first name and PHV licence number, and, where the channel allows, a photo of the driver.
Fares and payment
We quote a fixed or accurately estimated fare when you book, based on the details you give us. The fare assumes those details are accurate; significant changes on the day - for example a different destination, extra stops, or long waiting time - may change the fare, and we will tell you if they do. Payment is taken through our payment provider, usually via a secure link we send by text, by card in the vehicle, or by cash where agreed. Where you pay in cash, the driver collects the fare on Kfows Ltd’s behalf; your contract for the journey remains with Kfows Ltd.
Changes and cancellations
To change or cancel a booking, please call us as early as you can on 020 8050 0524. For card bookings, cancellation is free up to 1 hour before the agreed pickup time. If you cancel within 1 hour, we retain a £10 cancellation fee; if the driver has already arrived and waited, the full fare is retained. Where a booking was not paid in advance, no charge is taken, but future bookings will need to be paid by card. If the driver arrives and cannot reach you after a reasonable wait, the booking is treated as a no-show.
Your responsibilities
Please give us accurate booking details, be ready at the agreed time and place, and treat the driver and vehicle with respect. You are responsible for everyone in your party, including reasonable costs of cleaning or repair where damage or excessive soiling is caused by your party. Smoking, and any behaviour that is unsafe or unlawful, are not allowed in the vehicle. Please tell us in advance about luggage, child seats, or accessibility needs so we can send a suitable vehicle.
Drivers and vehicles
All journeys are carried out by drivers and vehicles licensed by TfL and insured for private hire. We allocate the driver and vehicle, and may substitute an equally licensed alternative where needed. We check that the required driver and vehicle licences are valid before a journey is assigned.
Delays and things outside our control
We aim to arrive on time, but journeys can be affected by traffic, weather, road closures and other things outside our control. We are not liable for delays or losses caused by events beyond our reasonable control. Where you give us flight or travel details we use them to plan the pickup, but we cannot guarantee exact timing.
Airport pickups
For airport journeys, we monitor the flight details you give us and plan the pickup around your arrival. Please give us your flight number and terminal so we can arrange where and when to meet. Any waiting or parking included in your fare, and any charges that could apply, are explained as part of your booking.
Lost property
If you leave something in the vehicle, contact us as soon as you can and we will try to trace and return it. We keep found items in line with our lost property process.
Complaints and safety
If something goes wrong, please tell us - you can reach us through our Contact page or by phone. We take all complaints and safety concerns seriously and will look into them. If you have an immediate safety concern, call the emergency services. You can also raise concerns about a private hire operator with TfL.
Our liability to you
We provide our service with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Subject to that, we are not liable for losses that were not foreseeable or that were caused by events outside our reasonable control. Your legal rights as a consumer are not affected.
Your privacy
We handle your personal information as set out in our Privacy Policy, including the records we are required to keep as a private hire operator.
Governing law
These terms are governed by the law of England and Wales, and any disputes are subject to the courts of England and Wales.
Changes to these terms
We may update these terms from time to time. The terms that apply to your booking are those in force when you book. The date at the top shows when they were last updated.
Contact us
To make or change a booking, call 020 8050 0524. For anything else, use our Contact page or write to us at Kfows Ltd, 71-75 Shelton Street, London WC2H 9JQ.