Last updated: January 2026
1. Role of Bella
1.1 Bella Private Hire (“Bella”) operates as a booking and payment intermediary only.
1.2 Bella does not provide transport services and is not a private hire operator for the purposes of carrying out journeys.

2. Contract for Transport
2.1 When a booking request is accepted, a direct contract for transport is formed between the passenger and the driver.
2.2 The driver is solely responsible for providing the journey safely, lawfully, and in accordance with licensing conditions.

3. Fares & Payments
3.1 Fares are displayed to passengers before booking confirmation.
3.2 Payment is collected by Bella on behalf of the driver.
3.3 Bella deducts a £2 fixed booking fee from the fare before settling the remaining balance to the driver.

4. Cancellations & Refunds
4.1 Cancellation terms are displayed at the time of booking and may vary depending on timing and journey status.
4.2 Where a refund is due, this relates to the transport service provided by the driver.
4.3 Bella may assist with processing refunds but does not provide the transport service itself.

5. Conduct, Safety & Complaints Passenger Safety
5.1 All drivers using the Bella platform are required to:
hold valid private hire driver and vehicle licences;
comply with all conditions imposed by their licensing authority;
comply with all applicable UK road traffic and safety legislation.
5.2 Bella may assist passengers with safety concerns or complaints and may refer matters to the relevant licensing authority or law enforcement where required by law.
Use of In-Vehicle CCTV
5.3 Some vehicles may be fitted with in-vehicle CCTV systems for safety, security, and dispute resolution.
5.4 Where CCTV is in use:
the CCTV system is operated and controlled by the driver, not by Bella;
the driver is responsible for complying with all licensing conditions relating to CCTV;
the driver must comply with UK data protection law, including the UK GDPR and the Data Protection Act 2018.
5.5 Passengers will be informed of CCTV use through:
clearly visible signage inside the vehicle; and/or
notices within the app or booking information where required.
Data Protection & Access to CCTV
5.6 Bella does not operate, store, or routinely access CCTV recordings.
5.7 Any request for access to CCTV footage (including subject access requests) should be directed to the driver, unless Bella is legally required to assist.
Complaints
5.8 Complaints relating to the quality or conduct of the transport service should be raised as soon as reasonably possible.
5.9 Bella may assist in handling complaints but does not accept liability for the acts or omissions of drivers providing transport services.
5.10 Where appropriate, complaints may be referred to the relevant licensing authority in accordance with regulatory obligations.

6. Liability
6.1 Bella is not liable for the acts or omissions of drivers providing transport services.
6.2 Bella’s responsibility is limited to its role as booking and payment intermediary.

7. Legal Status & Regulatory Buffer
7.1 Bella’s role is limited to facilitating bookings and collecting payments on behalf of drivers.
7.2 If any aspect of Bella’s role is reinterpreted or reclassified by a court, tribunal, licensing authority, or regulator:
such interpretation shall apply only to the minimum extent required by law; and
shall not affect the validity of the remaining terms or the existence of the transport contract between passenger and driver.

8. Data Protection
8.1 Personal data is processed in accordance with Bella’s Privacy Policy.

9. Governing Law
9.1 These terms are governed by the law of Scotland.