Terms of Service

The agreement

These Terms of Service (the "Terms") are a contract between Renaro ("Renaro", "we"), London, United Kingdom, and the organization that holds a Renaro account (the "operator", "you"). They incorporate the Acceptable Use Policy, the Data Processing Addendum, the API Terms of Use, the SMS and Messaging Policy, and the Privacy Policy. If you and Renaro have a signed order form or pilot agreement, it controls over these Terms where they conflict; the DPA controls on data-protection matters.

Renaro is a business tool. By creating, activating, or using an account you confirm you are acting for a transportation business, you have authority to bind it, and you are at least 18 years old. Renaro accounts are provisioned by Renaro after onboarding; using the account after provisioning is acceptance of these Terms.

What Renaro is - and is not

Renaro provides dispatch, booking, fleet, communications, payments, analytics, and related operations software for taxi, private hire, and chauffeur operators, delivered through the operator dashboard, mobile apps, hosted booking and tracking pages, APIs, and messaging channels.

Renaro is not a transportation carrier, broker, or travel agent. Operators - not Renaro - provide transportation, employ or engage drivers, own their customer relationships, set prices, and hold the licences and insurance their services require. The contract of carriage for every trip is between the operator (or its partner) and the passenger. Renaro is not a party to it and has no responsibility for the performance, safety, legality, or quality of transportation services.

Accounts and access

• The operator controls who has access: it invites staff and drivers, assigns roles and permissions, and must remove access promptly when people leave or change duties.
• Every person must use only the account assigned to them and keep credentials, PINs, and API keys secure; the operator is responsible for activity under its accounts and keys.
• The operator must keep organization details - legal name, contacts, billing information - accurate and current.
• Renaro may suspend access that appears compromised, abusive, unlawful, or unsafe for dispatch operations, with notice where practicable.

Subscriptions and fees

Platform access is sold as a subscription - plans are offered monthly or annually and billed in advance through Stripe, plus any usage-based or add-on charges shown in your plan or order form (for example messaging or telephony usage passed through at the rates disclosed there). Plans carry usage allowances (drivers, vehicles, bookings, API access) as published or agreed in your order. Where a free trial is offered, it runs for the period stated at signup; when it ends, an active subscription is required to keep using the platform. Fees are exclusive of taxes; you are responsible for applicable VAT, sales, and similar taxes, which are added where Renaro must collect them.

Subscriptions renew automatically for successive periods unless canceled before renewal - through your billing settings where available, or by written notice to support@renaroapp.com. Renaro may change prices with notice, effective at your next renewal - never mid-period. If a payment fails, Renaro retries and notifies you; continued non-payment after notice may lead to suspension until the balance is settled. Except where a signed agreement or the law says otherwise, fees are non-refundable, and canceling mid-period ends renewal but does not refund the period already paid.

Payment processing

Trip payments, card-on-file, bank debits, and payouts are provided through Stripe. To use them, the operator (and any driver or agent receiving payouts) must onboard with Stripe and accept Stripe's applicable agreements, including the Stripe Connected Account Agreement and Stripe Services Agreement. Renaro is not a bank, payment institution, or money transmitter; payment services are provided by Stripe, and funds flow under Stripe's terms. Trip charges are processed on the operator's behalf to the operator's connected account - the operator, not Renaro, is the merchant for its trips - and Renaro collects a platform fee on processed transactions at the rate shown for your plan or in your order form.

The operator is responsible for its pricing, fare accuracy, receipts, refund decisions, gratuity settings, and tax treatment of its charges, and for chargebacks, disputes, and reversals on its transactions, including associated provider fees. Operator-configured charges - cancellation, no-show, waiting-time, and similar fees, and any ad-hoc charges the operator raises - are the operator's charges, and disclosing them to the paying customer before they apply is the operator's responsibility. Bank debits require the payer's signed authorization: the operator must obtain and retain that authorization and attests in the platform that it holds it before debiting. Renaro may pause payment features for an account where Stripe requires it, where fraud or unlawful activity is suspected, or where verification is incomplete.

Your data and your responsibilities

The operator owns its data - passenger, driver, vehicle, booking, communication, payment, and operational records it enters, imports, or generates on the platform. The operator grants Renaro the rights needed to host, process, transmit, display, and back up that data to provide the service, as governed by the DPA. Renaro may use aggregated, de-identified operational data - which identifies neither the operator nor any person - to operate, secure, and improve the platform.

Because the operator controls its data, the operator is responsible for its lawfulness. That means, in particular:

• Having a lawful basis and any required consents for the personal data it brings to the platform, including customer bases imported from previous systems.
• Collecting any legally required consent for passenger communications, and messaging only eligible recipients - the platform enforces configured opt-outs, but content and targeting are the operator's responsibility.
• Informing drivers, as their employer or principal, about on-shift location tracking and workplace monitoring as local law requires.
• Maintaining its own passenger-facing terms and privacy notices for its transportation services, including any operator-configured booking portal.
• Configuring the platform - pricing, zones, messaging rules, payment settings, sharing settings with partner operators - accurately before using it with live traffic.

Staff, drivers, and passengers

Staff and drivers use Renaro under the operator's account, and the operator ensures they comply with these Terms and the Acceptable Use Policy. Drivers' employment or engagement terms, pay, and working conditions are matters between driver and operator; the platform's shift, payout, and performance tooling implements the operator's decisions, not Renaro's. That includes rule-based compliance automation the operator relies on or enables - for example suspension of dispatch eligibility when a verified driver document expires, or rating-threshold suspensions where the operator turns them on. Those rules act on the operator's configuration, are visible to and reversible by the operator, and any challenge to them is a matter between driver and operator.

Passengers interact with Renaro-hosted booking, tracking, and payment pages and the passenger app as customers of their operator. Renaro provides those surfaces as software for the operator; the operator remains responsible for the trip. Passengers' personal data is handled as described in the Privacy Policy, and their transportation questions, complaints, and refunds belong with the operator.

Automation, estimates, and third-party data

The platform includes decision support: weighted dispatch scoring, learned ETA corrections, demand forecasting, quotes and fare estimates, and flight-status tracking built on third-party data sources. These are operational aids based on models, live data feeds, and assumptions - they inform the operator's judgment and remain under the operator's control, including manual assignment and override. Renaro does not warrant that an ETA, forecast, quote, flight status, or dispatch recommendation is accurate or complete, and the operator must not treat them as a substitute for its own operational and safety judgment. Quotes and estimates are indicative until confirmed as a fare under the operator's pricing rules.

Third-party services

The platform is built on third-party services listed on the Subprocessors page - including Stripe for payments, Twilio for messaging and telephony, Google Maps Platform for address search and routing, Mapbox for maps, and WorkOS for authentication. Using platform features that rely on them means those providers' terms apply to that use: address and routing features are subject to the Google Maps Platform terms and Google's privacy policy, maps to Mapbox's terms, payments to Stripe's agreements, and messaging to carrier and messaging-platform rules.

Integrations the operator connects - accounting, calendars, webhook endpoints, partner networks, or its own providers - are the operator's own relationships. Renaro moves data to them on the operator's instruction and is not responsible for what those services do with it.

Mobile apps

Renaro grants users a personal, non-transferable, non-exclusive, revocable licence to install and use the Renaro Driver and Renaro passenger apps on devices they control, for their role on the platform. Apps are distributed through the Apple App Store and Google Play; the store's usage rules apply, updates may install as the store is configured, and old versions may stop working when server contracts change.

Apple and Google are not parties to these Terms and have no obligation to provide support or maintenance for the apps. To the extent required by store terms: Apple and Google are third-party beneficiaries of this licence with the right to enforce it; Renaro, not Apple or Google, is responsible for the apps, their content, and claims relating to them, including product-liability, regulatory, and IP claims; and in case of an app's failure to conform to a warranty, a user may notify the store for any store-mandated remedy, with all other warranty responsibility remaining as set out in these Terms.

Intellectual property

Renaro and its licensors own the platform - software, apps, design, documentation, and everything in them except the operator's data. No rights are granted except the access these Terms describe. You must not copy, modify, reverse engineer, or create derivative works of the platform except where law permits despite this clause, nor remove proprietary notices, nor use Renaro's name or marks except to truthfully describe your use of the platform.

Operators keep ownership of their own names, marks, and branding they configure into the platform (for example on booking pages, documents, and messages) and grant Renaro the licence to display them there. If you send Renaro feedback or suggestions, Renaro may use them without restriction or obligation - that never includes your data.

Confidentiality

Each party will protect the other's confidential information - non-public business, technical, and commercial information received under this agreement - with at least reasonable care, use it only to perform under these Terms, and disclose it only to people who need it and are bound by confidentiality, or where law requires disclosure with notice where lawful. This obligation survives termination for five years; the operator's data is governed by the DPA rather than this clause.

Availability, changes, and beta features

Renaro operates the platform as a production system with monitoring, redundancy, and careful release practice, but - unless a signed agreement includes a service-level commitment - availability is not guaranteed and maintenance windows, provider outages, and emergency changes can interrupt service. Renaro may improve and change features over time, and will not materially reduce the platform's core capability during a paid period without notice. Features identified as beta, preview, or pilot are provided as-is for evaluation, may change or disappear, and should not carry live traffic the operator cannot fall back from.

Suspension and termination

Either party may terminate for material breach unremedied 30 days after written notice, and the operator may cancel renewal at any time as described under Subscriptions. Renaro may suspend first and investigate - by feature, user, or organization - for security incidents, payment failure after notice, legal or carrier risk, or Acceptable Use violations, restoring access when the cause is resolved.

On termination: access ends, fees accrued remain payable, and the operator can export its data and trigger the deletion flow described in the Privacy Policy and DPA (30-day confirmed grace period, then deletion or anonymization, with legally required financial and audit records retained in minimized form). Clauses that by nature survive - data handling, confidentiality, IP, disclaimers, liability, indemnities, disputes - survive.

Disclaimers

Except as expressly stated in these Terms, the platform is provided "as is" and "as available", and Renaro disclaims all other warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law. Renaro does not warrant uninterrupted or error-free operation, that estimates or third-party data are accurate, or any outcome of transportation services - which are the operator's business. Nothing in these Terms limits statutory rights that cannot be excluded.

Indemnities

The operator will defend and indemnify Renaro against third-party claims arising from: the operator's transportation services (including passenger, driver, and road-traffic claims); the data it brings to the platform without sufficient rights; its messaging content and targeting; its taxes and regulatory obligations; and its breach of these Terms - excluding always the portion of a claim caused by Renaro's own breach or negligence.

Renaro will defend and indemnify the operator against third-party claims that the platform, used as permitted, infringes intellectual-property rights - excluding claims arising from the operator's data, its integrations, or combinations Renaro did not supply. If the platform is or may become infringing, Renaro may modify it, procure rights, or terminate the affected service with a pro-rata refund. Each indemnity requires prompt notice, control of the defense by the indemnifying party, and reasonable cooperation.

Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be limited.

Subject to that: neither party is liable for indirect or consequential loss, loss of profits, revenue, goodwill, or anticipated savings, or loss or corruption of data (other than Renaro's obligations under the DPA); and each party's total aggregate liability arising out of or in connection with these Terms is capped at the fees the operator paid to Renaro in the 12 months before the event giving rise to liability - or, where a signed order form or pilot agreement sets a different cap, that cap. The operator's payment obligations and its indemnity for transportation claims are not subject to the cap.

Governing law and disputes

These Terms, and any dispute or claim arising out of them (including non-contractual disputes), are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction - except that either party may seek injunctive or equivalent urgent relief in any competent court, and operators subject to mandatory local law keep the protections that law gives them. Before starting proceedings, the parties will attempt in good faith to resolve any dispute through senior discussions for 30 days.

General

• Notices: Renaro gives notice through the platform or to the operator's registered email; the operator gives notice to support@renaroapp.com or Renaro, Legal Desk, London, United Kingdom. Notice is effective on delivery.
• Changes to these Terms: Renaro may update them, posting the new version here with its effective date and giving operators advance notice of material changes through the platform or by email; continued use after the effective date is acceptance. The version on this page is the version in force.
• Assignment: the operator may not assign this agreement without Renaro's consent (not unreasonably withheld); Renaro may assign to an affiliate or in a merger, acquisition, or sale of assets with notice.
• Force majeure: neither party is liable for delay or failure caused by events beyond its reasonable control, provided it works to resume performance.
• Compliance: each party will comply with applicable anti-bribery, sanctions, and export-control laws, and the operator confirms it is not subject to sanctions that prohibit Renaro from serving it.
• Entire agreement: these Terms, the documents they incorporate, and any signed order form or pilot agreement are the entire agreement and supersede prior discussions; if any clause is unenforceable, the rest stands; a delay in enforcing a right is not a waiver; nothing creates a partnership, agency, or employment relationship.

Contact

Questions about these Terms: support@renaroapp.com, or Renaro, Legal Desk, London, United Kingdom. This version supersedes the April 30, 2026 terms and took effect on July 18, 2026.