Passenger Terms and Conditions
When you book with KinRoute, your contract is with KinRoute Ltd, which accepts your booking as principal and provides your journey through a TfL-licensed driver and vehicle.
1. About us
KinRoute Ltd, company no. 17225332, registered office 124 City Road, London EC1V 2NX.
Private hire operator licence application submitted to Transport for London; the licence number will be shown on our website once issued.
Contact: hello@kinroute.com or 020 3148 2882.
2. Who these terms apply to
These terms apply to the person making the booking (“you”), usually a parent or guardian booking for a child, and to adults booking journeys for themselves or their family. If you book for a child, you confirm you have authority to do so.
3. How bookings work
All journeys must be booked in advance. We do not accept street hails or short-notice rides.
You can make an enquiry or booking request by email, by phone, or in the Dispatch Passenger app.
Our answering service passes phone enquiries to us; only KinRoute quotes and confirms bookings.
A booking is confirmed only when we send you written confirmation with the agreed fare.
Before each journey, we send you the driver’s first name, PHV driver licence number and photo, the vehicle make and registration, and our number for speaking to us during the journey.
The KinRoute app and journey tracking: you can use the Dispatch Passenger app to view your bookings, your driver’s name and photo, and the vehicle make and registration, and to follow each journey live. You can also request bookings in the app; a booking is confirmed only when KinRoute accepts it in writing. For every journey, we also email you the driver and vehicle details and a tracking link, so you don’t need the app if you prefer not to use it. Please don’t share your login or tracking link with anyone not authorised to know your child’s whereabouts.
4. Services and times
School runs: Monday to Friday during school term time, with collection times agreed with each family within our operating hours. Half-term and school holiday journeys can be added; please confirm them at least two weeks in advance.
Other pre-booked journeys: after-school clubs and activities, appointments, airport transfers and private celebrations.
Our operating hours are 05:00 to 22:00, seven days a week.
Future shared journeys: if we offer shared group journeys, your child will only travel with others if you agree in advance, and each family’s fare will be agreed separately.
5. Fares and payment
All fares are fixed and agreed in writing before the journey.
Family Membership: KinRoute Signature (mornings or afternoons) and KinRoute Privé (mornings and afternoons, plus additional family journeys as set out in your confirmation) are priced per week and invoiced monthly in advance, based on the number of school weeks in that month. Half-term and holiday weeks are not charged unless you book journeys for them. One-off journeys are quoted individually.
Any extras, such as the Congestion Charge, are stated in your quote.
Payment is to KinRoute Ltd by card or bank transfer. Membership invoices are paid in advance; one-off bookings are paid on confirmation.
Drivers do not accept cash or any payment directly.
6. Cancellations
You may cancel a journey free of charge with at least 2 hours’ notice before the collection time.
You can cancel in the Dispatch Passenger app up to 12 hours before collection. After that, please cancel by phone or email; cancellations with at least 2 hours’ notice remain free of charge.
Cancellations with less than 2 hours’ notice, or a no-show, may incur a late cancellation fee, as stated in your booking confirmation.
Memberships: you can pause or end your membership at any time with at least two weeks’ written notice. Any payment for weeks after your notice period ends will be refunded.
If a driver cannot complete your journey, we will reallocate it to another licensed driver and let you know. If KinRoute has to cancel, we will tell you straight away and refund you in full.
7. Collection and handover of children
For every child, you tell us in writing who hands them over and who collects them (the “named adult” or school).
The driver will only hand a child to the named adult or school, and will never leave a child unattended.
If the named adult is not there, the driver will wait and contact us; we will contact you. We will not leave a child alone. Waiting time over 15 minutes may be charged at the rate stated in your booking confirmation.
Please tell us about anything important for your child’s journey, such as medical needs, allergies or who must not collect them.
8. In the vehicle
Children travel in the rear, with an appropriate child seat or booster where needed. Please tell us your child’s age and size when booking.
We may refuse or end a journey if a passenger’s behaviour puts anyone’s safety at risk.
Damage caused deliberately or through misuse may be charged at the cost of repair or cleaning.
9. Complaints and lost property
Complaints: you can raise a complaint or concern by phone at any time during our operating hours or a journey, or by email at hello@kinroute.com. We record every complaint and respond as set out in our complaints procedure.
Lost property: if you leave something in a KinRoute vehicle, contact us by phone or at hello@kinroute.com. Drivers check their vehicle after every journey, and we record every item found. We will contact you within 24 hours of an item being found. Children’s items are returned only to a parent or named adult. Unclaimed items are kept securely for 3 months.
Our full Complaints and Lost Property procedure is available on request.
10. Your data
We use your and your child’s details only to provide and manage your journeys. See our Privacy Notice for details.
11. Our liability and insurance
KinRoute Ltd holds public liability and employers’ liability insurance, and every vehicle used for KinRoute journeys carries private hire (hire and reward) insurance.
We provide journeys with reasonable care and skill. We are not responsible for delays caused by traffic, weather or events outside our control, but we will keep you informed. Nothing in these terms limits liability for death or personal injury caused by negligence, or your rights under consumer law.
12. Changes and law
We may update these terms and will tell you before changes affect existing bookings. These terms are governed by the law of England and Wales.
Last updated: 19 October 2026