Legal/For Passengers/

Terms & Conditions

1. These terms and conditions (“Terms”) govern your use of the App. By installing the App, you (“User” or “you”) agree to be bound by these Terms.
2. These Terms, together with the Service Provider Terms (where applicable), also apply to the supply of Services. Please review these Terms and the applicable Service Provider Terms carefully before you accept the applicability thereof by installing the App or requesting Services.

“App” means the Wheely mobile application software developed and offered by Wheely to enable User to book Services in accordance with these Terms.

“Applicable Laws” means all laws, statutes, regulations and codes from time to time in force and applicable as between Wheely and the User.

“Booking Request” means a Transport Booking Request in the case of Transport Services and a Concierge Booking Request in the case of Concierge Service.

“Cancellation Fees” has the meaning given in clause 7.3.

“Charges” means the fees and charges for the provision of the Services, calculated in accordance with Wheely’s set rates which are shown under the ‘Fares’ section of the relevant class category listed at: https://wheely.com/en/cities-and-classes (the “Charges”).

“Concierge Booking Request” means the User’s request via the App for a Service Provider to perform the Concierge Service, setting out details of the applicable Goods, Recipient, Pick-Up Time, desired Drop-Off Time, Drop-Off Location and other information required by the Service Provider relating to the requested Concierge Service.

“Concierge Service” means the purchase or collection of Goods from a Trader, or the collection of Goods from a User, by the Service Provider on behalf of the User and the subsequent delivery of such Goods to the Recipient in accordance with a Concierge Booking Request. Information on the Concierge Service, including the applicable charges, is available at: https://wheely.com/en/classes/concierge.

“Delivery Drop-Off Time” means in respect of the Concierge Service, the time estimated to deliver the Goods, as shown in the App.

“Disbursements” has the meaning given in clause 7.2.

“Drop-Off Location” means the location specified by the User in the Booking Request: a) where the Service Provider is required to drop off a Passenger in the case of Transport Services, or b) where the Service Provider is required to deliver Goods in respect of the Concierge Service.

“Excluded Goods” has the meaning given in clause 10.

“Goods” means the products collected or purchased and delivered by a Service Provider as part of the Concierge Service.

“Group Company” means any company which is a holding company or subsidiary of Wheely, or any other subsidiary of a holding company of Wheely.

“Passenger” means the natural person (who may be the User or another individual) who is the subject of the Transport Services.

“Pick-Up Location” means the location specified by User in the Booking Request where the Service Provider is required to (a) pick up a Passenger (in the case of the Transport Services), or b) pick up or purchase Goods (in the case of the Concierge Service).

“Pick-Up Time” means the time specified by User, and confirmed by the Service Provider, to collect (a) the Passenger (in respect of the Transport Services), or b) Goods (in respect of the Concierge Service).

“Recipient” means, in respect of the Concierge Service, the person (who may be the User or another individual) to whom Goods are to be delivered.

“Services” means the Transport Services and/or the Concierge Service (as applicable).

“Service Provider” means the provider of the Services as specified in the TSA. Service Provider may be a natural person or a corporate entity and in the latter case may (subject to compliance with Wheely’s terms and conditions) procure that a third party driver performs a Service on its behalf. For the avoidance of doubt, Wheely does not provide Services but in certain jurisdictions a Group Company may be required to do so.

“Service Provider Terms” means the terms and conditions set out in the TSA which apply as between the Service Provider and the User and which vary by reference to the location in which the Service is performed. The Service Provider Terms are available at: https://wheely.com/en/legal.

“Trader” means in respect of the Concierge Service, the entity from whom the Service Provider is required to collect or purchase Goods.

“Transaction Fee” has the meaning given in clause 7.2.

“Transport Booking Request” means the User’s request via the App for a Service Provider to perform the Transport Service, setting out details of the desired Pick-Up Time, Pick-Up Location, Drop-Off Location and any other information required by the Services Provider relating to the requested Transport Service.

“Transport Service” means the private hire transportation of a Passenger from one location to another by a Service Provider in accordance with a Transport Booking Request, these Terms, any applicable Service Provider Terms and Applicable Laws.

“TSA” means the transportation services agreement or equivalent document issued to the User on acceptance of a Booking Request which includes the details of the Service, the Service Provider and any applicable Service Provider Terms.

“Wheely” means Wheely Technologies Ltd., a private limited company incorporated and registered in England and Wales with company number 07994380.

1. Before being able to place a Booking Request via the App, User must create an account using the App. Personal accounts are intended for private, non-commercial use only.
2. In order to create a personal account, User shares his/her first name, last name, email address, telephone number and credit card data. User guarantees that all data provided are true, correct and up to date. It is not possible to link a credit card to a personal account which is not registered in User’s name.
3. Wheely may suspend or terminate an account at any time for any reason including, without limitation, if Wheely has reason to believe that the account is created with false data or otherwise being used for fraudulent purposes.

1. User will not resell any Services.
2. User will not, nor will it allow third parties on User’s behalf to: (i) make or distribute copies of the App; (ii) attempt to copy, rent, sub-license, loan, merge, reproduce, alter, modify, reverse engineer, disassemble, decompile, transfer, exchange, translate, hack, distribute, harm or misuse the App; or (iii) create derivative works of the App of any kind whatsoever.
3. Wheely reserves the right to amend or withdraw the App, or charge for the App at any time and for any reason.
4. User acknowledges that the terms of agreement with User’s respective mobile network provider (‘Mobile Provider’) will continue to apply when using the App. As a result, User may be charged by the Mobile Provider for access to network connection services for the duration of the connection while accessing the App or any such third party charges as may arise. User accepts responsibility for any such charges that arise.
5. If User is not the bill payer for the mobile telephone or handheld device being used to access the App, User warrants that it has permission from the bill payer to use the App and pay for the Services.
6. User shall ensure that at all times it complies with and shall procure that each Passenger, Trader (to the extent practicable) or Recipient complies with these Terms. Any failure to comply shall result in immediate suspension of the User’s right to access the App and/or Services. Further, to the extent that a Service Provider considers that a User, Passenger or Recipient is not in compliance with these Terms, it shall be entitled to cancel the provision of the relevant Services and the provisions of clause [7.3] shall apply.

1. Users may request Services by submitting a Booking Request via the App.
2. By submitting a Booking Request, User is offering to purchase Services subject to these Terms. This does not mean the Booking Request has been accepted. A contract for the provision of a Service will only be formed once a Booking Request has been accepted by the Service Provider.
3. Once a contract between the User and the relevant Service Provider has been formed pursuant to clause 5.2, it may be cancelled by User at any time without reason by notifying the Service Provider directly or using the App, subject to payment of a Cancellation Fee and any applicable Charges and/or Disbursements (and applicable Transaction Fees) in accordance with clause [7].
4. The services provided by Service Providers through the App include: (i) the acceptance of Booking Requests and the provision of a Service in accordance with the Booking Request; (ii) provision of the booking confirmation to a User before the journey start; (iii) keeping a record of each accepted Booking Request and remote monitoring of the performance of the Services; (iv) receipt of and dealing with feedback, questions and complaints relating to the Services, as well managing any lost property queries relating to the Services, and (v) any other obligation specifically required by Applicable Laws.

Appointment of Service Provider as Agent
1. In relation to the purchase of Goods only, User appoints the Service Provider to act as agent on behalf of the User and/or Recipient in the performance of the Concierge Service.
2. When purchasing or collecting Goods from a Trader, the Service Provider shall use reasonable efforts to disclose to the Trader that it is acting as agent on behalf of the User in relation to the transaction. The User shall, where requested by the Service Provider, provide such cooperation and assistance to the Service Provider in respect of any verification process the Trader may require regarding the Service Provider’s authority to act on behalf of the User and/or Recipient. This may include requiring the User to notify the Trader in advance of the Service Provider’s authority to act on the User or Recipient’s behalf.
3. To the extent the Concierge Service require the Service Provider to enter into a contract with a Trader for the purchase of Goods or for services in relation to Goods owned by the User and/or Recipient, the contract for the purchase shall be made between the Trader and the User and/or Recipient and the User and/or Recipient hereby authorises the Service Provider to enter into such contracts on the User and/or Recipient’s behalf. Where a Trader is not prepared to accept the Service Provider’s authority, the Service Provider may cancel the Booking Request and charge a Cancellation Fee (and recover any Disbursements incurred (e.g. parking tickets) and applicable Transaction Fee) in accordance with clause 7). The Service Provider shall have no liability to User (or Recipient) to the extent that a Trader is not prepared to accept the Service Provider’s authority to act on the User (or Recipient’s) behalf.
Concierge Booking request
4. The Service Provider shall carry out the Concierge Service in accordance with the instructions set out in the Booking Request. It is the sole responsibility of the User to ensure that all information relevant to the request is provided at the time of submitting the Booking Request. In particular, the User must provide all relevant information in relation to any Goods to be purchased, including the product type, brand, size, colour, quantity and any other product characteristics. If any details are unclear or missing, the Service Provider may, but shall have no obligation to, contact the User to clarify any details and/or exercise his/her reasonable judgement in respect of the User’s requirements. Where a Booking Request is unclear and/or missing detail and the Service Provider attempts to contact User and/or Recipient for clarification and does not obtain a satisfactory response after two attempts, the Service Provider may cancel the Booking Request and charge a Cancellation Fee (and request reimbursement of any Disbursements incurred) in accordance with clause 7. Where the Service Provider collects or purchases incorrect Goods due to a request being unclear or missing detail, the Service Provider shall have no liability to User and shall be entitled to charge all Transport Charges and Disbursements incurred (and applicable Transaction Fees) provided it can demonstrate that it exercised reasonable judgement when deciding which Goods to collect and/or purchase on behalf of User and/or Recipient.
5. No Concierge Booking Request shall be accepted if it requires the Service Provider to collect and/or purchase Excluded Goods. If a Booking Request includes any Excluded Goods, the entire Booking Request shall be rejected by the Service Provider.
Collecting and/or purchasing Goods
6. The Service Provider shall collect the Goods from the Pick-Up Location. Where the Booking Request requires the Service Provider to purchase Goods, the Service Provider shall have no obligation to purchase Goods from a particular Trader unless specified otherwise in the Booking Request. Where the Booking Request requires the Service Provider to collect and/or purchase Goods from a particular Trader and on arrival at the Pick-Up location, the Trader is not open for business, the Service Provider may cancel the Booking Request and charge a Cancellation Fee (and request reimbursement of any Disbursements incurred and applicable Transaction Fee) in accordance with clause 7.
7. To the extent the Service Provider is required to pick up Goods from a particular Pick-Up Location which, in the Service Provider’s reasonable opinion, causes a risk to the health or safely of the Service Provider, the Service Provider may cancel the Booking Request and charge a Cancellation Fee in accordance with clause 7.
8. If Goods are to be collected from the User, the User must be available at the Pick-Up Location at the Pick-Up Time to allow collection of the Goods by the Service Provider. If the User is not available at the Pick-Up location within 20 minutes of the Service Provider’s arrival, Service Provider may cancel the Booking Request and charge a Cancellation Fee in accordance with clause 7 provided that Service Provider does not arrive before the estimated Pick-Up Time. If the Service Provider does not arrive at the Pick-Up Location within 5 minutes of the estimated Pick-Up Time, User may cancel the Booking Request without liability.
Delivering Goods
9. Service Provider shall deliver the Goods to the Drop-Off Location. Prior to delivery, the Services Provider and the User may agree an alternative delivery location. In this case, the total price will be recalculated in accordance with the set rate for the Concierge Service applicable to the new Drop-Off Location.
10. The Recipient must be available at the Drop-Off Location at least at the estimated Delivery Drop-Off Time to take delivery of the Goods.
11. If the Service Provider is unable to deliver the Goods to the Recipient at the Drop-Off Location due to the unavailability of the Recipient; or if access to the Drop-Off location is likely, in the Service Provider’s reasonable opinion, to cause a risk to the health or safety of the Service Provider, the Service Provider will treat the situation in accordance with Wheely’s Lost and Found Policy where the Service Provider delivers the Goods to Wheely’s office and the User is later contacted to arrange a convenient Drop-Off Location and time.
12. Where the Service Provider is unable to deliver the Goods due to the unavailability of the Recipient, it shall try at least twice to contact the Recipient prior to exercising its discretion and delivering the Goods to Wheely in accordance with clause 6.11.
13. If the Goods include alcohol, tobacco or nicotine products (“Age-Restricted Products”), the Services Provider has an obligation to ensure that the Recipient is at least 18 years of age. If requested by the Services Provider, the Recipient must provide a passport or valid driving licence to enable the Services Provider to verify the age of the Recipient. If the Services Provider is unable to verify the age of the Recipient, or the Services Provider has reason to believe that the Recipient is already intoxicated at the time of delivery, the Services Provider shall not deliver the Age-Restricted Products to the Recipient. In these circumstances, the User shall be charged the full amount of the fees and disbursements for the Concierge Service in accordance with clause 7.
Part cancellation for multiple Pick-Ups
14. Where the Service Provider agrees to carry out more than one pick up for a particular journey and the Service Provider has the right to cancel for one of the circumstances set out above, unless otherwise agreed with the User, the Service Provider may only cancel that part of the Booking Request in respect of which the right to cancel has arisen (e.g. in respect of the collection or purchase of Goods from an unsafe Pick-Up Location and/or Trader) and shall fulfil the rest of the Booking Request. In such an event the Service Provider shall not charge a Cancellation Fee but shall be entitled to recover the Charges for the journey to and from the unsafe Pick-Up Location and/or Trader in accordance with clause 7.
Availability of User and/or Recipient
15. The User and the Recipient must be available to receive calls at the phone number submitted through the App from the moment of submitting the Concierge Booking Request until delivery of Goods to the Recipient. If the Recipient is any person other than the User, the User confirms that it has obtained the consent of the Recipient to provide a contact telephone number (s) and/or other contact details in the Concierge Booking Request and for the Service Provider to contact the Recipient in connection with the performance of the Concierge Service.
Consumer Rights
16. Consumers have legal rights in relation to goods that are faulty or not as described and services that are not performed with reasonable care and skill. Advice about the legal rights of consumers is available from the Citizens' Advice Bureau (www.citizensadvice.org.uk) or Trading Standards (www.gov.uk/find-local-trading-standards-office). Nothing in these Terms in any way affects the legal rights of consumers. However, the User acknowledges and accepts that where the Service Provider makes a purchase from a Trader on behalf of the User, and the User later wishes to exercise any consumer rights he or she may have against the Trader, the Trader may refuse to acknowledge the User’s consumer rights under the contract in circumstances where the User cannot prove that he or she has a contract with the Trader for the relevant purchase. Neither Wheely nor the Service Provider shall have any responsibility to the User in these circumstances and shall have no obligation to enter into any correspondence or negotiations with the Trader.
Complaints
17. If the User has any complaints regarding the Concierge Service, the User is encouraged to inform Wheely through the App as soon as possible, but no later than 24 hours after the relevant delivery. Wheely may request a photograph of the Goods or other evidence or explanation of the circumstances related to the complaint.
18. Although Wheely is neither the manufacturer nor seller of the Goods nor does Wheely supervise, direct or control the manner in which the delivery of Goods is carried out by the Service Provider, Wheely will try to facilitate an amicable solution and may provide a refund or account credit in respect of the affected items if Wheely has reasonable cause to believe that the complaint is justified.

1. Charges — Wheely shall charge User, and User agrees to pay, the Charges.
2. Disbursements & Transaction Fees — Where the Service Provider incurs additional charges to provide the Concierge Service (“Disbursements”), the Service Provider shall be entitled to recover those Disbursements from the User by uploading appropriate evidence of the Disbursement to the App. On receipt of such evidence Wheely, acting on behalf of the Service Provider, shall be entitled to charge the User. Wheely shall in turn reimburse the Service Provider for such Disbursements. In addition, Wheely may, acting on behalf of the Service Provider, charge the User a fee equal to 3% of the aggregate value of the Goods purchased (“Transaction Fee”).
3. Cancellation Fees — In the case where User cancels a Booking Request five or more minutes after the Service Provider has accepted it, or the Service Provider cancels a Booking Request due to:
   1. the Passenger not being at the agreed Pick-Up Location at the Pick-Up Time;
   2. any of the reasons set out in clause [6] (except in respect of part cancellation); or
   3. User being in breach of these Terms,
   Wheely will charge the User a cancellation fee including waiting time, which will amount to at least the minimum Charge for the Service (“Cancellation Fee”). Where the Service Provider cancels a Booking Request as a result of the User’s breach of these Terms or pursuant to its rights in clause 6, the right to charge a Cancellation Fee shall be in addition to the right to recover any Disbursements incurred and any applicable Transaction Fees (as well as or other costs or losses incurred as a result of the User’s breach of these Terms).

1. Credit card payments only — Services booked by Users via the App can only be paid by credit card. After the ride or upon delivery of the Goods, the set rate shall be charged automatically.
2. Timing — Charges, Disbursements, Transaction Fees and Cancellation Fees (which shall be the subject of a separate agreement between Wheely and the Service Provider) shall be charged automatically by Wheely once Service Provider has confirmed that the Services have been completed and/or cancelled, using the credit card linked to the account.
3. Insufficient funds on credit card — In case after the ride it transpires that the credit card linked to User’s personal account does not have sufficient funds to cover the applicable charges, User agrees to add credit to his/her card within one week or provide details of an alternative credit card from which payment can be taken. Until Wheely has received payment, User’s personal account will be locked. After receipt of the payment, the User’s account will be unlocked and User will be free to continue to use the App and receive the Services.
4. Multiple credit cards — Subject to compliance with clause 3.2, User may link multiple credit cards to a personal account and choose the preferred card when making a Booking Request. In the event that Wheely is unable to charge the preferred card, it will charge any other card linked to User’s personal account.
5. Preauthorisation — Wheely may pre-authorise User’s credit card to ensure that there are sufficient funds to cover the Booking Request.
6. Wheely may provide Users with promotional rides or reward Users for inviting others who make a first journey. Wheely is free to delete promotional rides or rewards from User’s account at any time.
7. In order to charge set rates, Wheely uses the services of third party payment processors. Wheely is not responsible or liable for errors by these payment processors.
8. To the fullest extent permitted by Applicable Laws, all payments charged by Wheely are non-refundable.

1. User guarantees that Passengers will comply with the following rules and guidelines:
   1. No more than four passengers in one vehicle (or eight passengers for V-class).
   2. No smoking.
   3. No littering, eating or spilling of liquids.
   4. No distracting the driver from the road.
   5. No causing hazardous situations.
2. User is responsible for the cost of repairing any damage to, or necessary cleaning of, Service Provider’s vehicle in excess of normal “wear and tear” damages and standard cleaning. In the event that a Service Provider reports the need for repair or cleaning by submitting to Wheely and to the User a photo or video proof of the damage or soiling, and such request is verified in Wheely’s reasonable discretion, Wheely reserves the right to facilitate payment for such repair or cleaning on behalf of the Service Provider using the payment method designated in User’s account. Such amounts will be transferred by Wheely to the Service Provider and are non-refundable. User will receive an email with a receipt evidencing that the amount charged is equal to the cost of the cleaning or repair.
3. In particular, but without prejudice to the generality of this clause 9, should a User and/or Passenger smoke in any vehicle whilst using the Transport Service, then Wheely shall be entitled to apply a cleaning fee of £200 which will be automatically charged to the User’s primary payment method.

1. The App may not be used for placing Concierge Booking Requests in respect of Goods that have not been approved by Wheely as eligible, including but not limited to (“Excluded Goods”):
   1. any Goods which are radioactive, toxic, flammable, explosive, noxious or otherwise of an inherently dangerous nature;
   2. any Goods that have an intrinsic value of over £350 unless that value has been notified to Wheely in writing at the time of the Booking Request and the Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for the carriage thereof;
   3. any Goods, the possession of which is illegal or which it is illegal to export under the laws of England and Wales;
   4. any Goods of a perishable nature that may deteriorate in transit unless agreed otherwise in writing by or on our behalf/on behalf of the Service Provider;
   5. any Goods that are fragile and/or that are likely to be damaged in transit unless the precise nature of the Goods has been notified to Wheely in writing at the time of making the Booking Request and Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for carriage thereof; or
   6. any bullion, precious metals, cash (coins or banknotes) precious stones, jewellery, antiques, works of art, livestock, animals, glass or part-glass items, marble, ceramics, security safes, pianos, house removals or perishable foodstuffs unless the precise nature of the Goods has been notified to us, in writing at the time of making the Booking Request and Service Provider has agreed to undertake delivery thereof and subject to User having arranged insurance for carriage thereof.

1. Wheely guarantees that personal data remains safe and private. Any personal data that User supplies to Wheely when using the App will be used by Wheely in accordance with its Privacy Policy.
2. For quality assurance and training purposes, Wheely may record telephone calls between Users and Service Providers, as well as telephone calls between Users and customer support.
3. Wheely holds PCI DSS certification and does not store credit card data.

1. All trademark rights, copyright, database rights and any other intellectual property rights of any nature vesting in the App together with the underlying software code are exclusively owned by Wheely and/or its group of companies.
2. Wheely hereby grants User a worldwide, non-exclusive, non-transferable royalty-free revocable licence to use the App for personal use in accordance with these Terms.

1. The App is available to handheld mobile devices running Apple iOS and Android OS Operating Systems. Wheely will use reasonable efforts to make the App available at all times. However, User acknowledges that the App is provided over the internet and mobile networks and thus the quality and availability of the App may be affected by factors outside of Wheely’s reasonable control.
2. Wheely, its group of companies and sub-contractors do not accept any responsibility whatsoever for unavailability of the App, or any difficulty or inability to download or access content or any other communication system failure which may result in the App being unavailable.
3. Wheely will not be responsible for any support or maintenance for the App.
4. To the maximum extent permitted by Applicable Laws, Wheely hereby disclaims all implied warranties with regard to the App. The App and software are provided “as is” and “as available” without warranty of any kind.
5. Where the Service Provider is required to collect and/or purchase Goods as part of the Services, the Service Provider will take steps to ensure the Goods are stored sensibly when in transit and, if requested by User in the Booking Request, will undertake a cursory inspection of the Goods for obvious damage or default. However, Wheely and/or Service Provider provide no warranties or guarantees of any kind that the Goods will be complete, of satisfactory quality, fit for purpose and/or meet the requirements of the User and/or Recipient. Further, neither Wheely nor Service Provider shall be liable for any damaged or missing Goods (unless such damage or loss arises as a result of Service Provider’s negligence or wilful default, in which case the User shall deal directly with Service Provider). Except where User can demonstrate the damage to or loss of Goods is caused by Service Provider’s negligence or wilful default, User must seek to recover any loss or damage from the Trader directly.

1. In order to use the App, User must have a compatible mobile telephone or handheld device, internet access, and the minimum specifications applicable from time to time.
2. Wheely may upgrade the App from time to time to add support for new functions and services.

1. To the fullest extent permitted by law, neither Wheely, a Group Company nor a Service Provider is in any event liable for any indirect, punitive, exemplary or consequential losses or damages of whatsoever kind suffered or incurred by a User and/or Recipient arising out of the Services.
2. If User has any complaints regarding the actions or inactions of:
   1. any Service Provider, then it shall contact the relevant Service Provider in the first instance; or
   2. any Trader, then the User shall consequently handle this with the Service Provider and/or Trader directly.
3. Neither Wheely, a Group Company nor any Service Provider is in any event liable for:
   1. the actions or inactions of other Users;
   2. the situation where a User’s mobile device is stolen and any third party subsequently makes use of User’s account;
   3. failure to meet any of Wheely’s obligations under these Terms where such failure is due to events beyond Wheely’s control (for example a network failure);
   4. any damage or alteration to User’s equipment including but not limited to computer equipment, handheld device or mobile telephones as a result of the installation or use of the App; and
   5. in respect of the Concierge Service, any loss or damage arising from any act or omissions of a Trader and/or receipt and/or subsequent use of the Goods.
4. In no event shall Wheely’s, or any Group Company’s, aggregate liability for any and all claims arising out of the provision of: (i) the Transport Services (howsoever caused whether by contract, tort (including negligence) breach of statutory duty or otherwise) exceed £350; and (ii) the Concierge Service, exceed the lower of: (a) £350 and (b) the original value of the affected Goods.
5. Nothing in these Terms shall exclude or limit Wheely’s liability for a) death or personal injury caused by Wheely’s negligence; b) fraud; or c) any other liability which cannot be excluded or limited under Applicable Laws.

1. For any complaints or questions regarding lost & found items, please email us via support@wheely.com, or report them to us via the chat function in the App.
2. If any provision of these Terms shall be deemed unlawful, void or otherwise unenforceable, then such provision shall be deemed severable from these Terms and shall not affect the validity and enforceability of any remaining provisions.
3. Wheely may change the Terms at any time by posting a revised version on its website. Any change shall come into effect and be deemed accepted by the User if the User continues using the App after the revised version is posted.
4. Wheely shall be free to assign, novate or otherwise deal with the whole or any part of its rights or obligations under this Agreement to any Group Company without the prior written consent of the User. Any such change shall be implemented in accordance with this clause 16.

1. If the User has a complaint relating to these Terms, the App or any Services, Wheely will try to resolve the complaint using its internal complaints-handling procedure. Please contact Wheely by email at support@wheely.com, by telephone on +44 20 3936 9971 or by chat feature within the App.
2. If the complaints-handling procedure is exhausted and Wheely has not been able to resolve the complaint, the parties shall first seek settlement of that dispute by mediation.
3. If the dispute is not settled by mediation within 28 days of the commencement of the mediation, or such further period as the parties may agree in writing, then the dispute shall be referred to an independent, professional provider of arbitration services, the identity of which will be determined by Wheely.
4. In any arbitration commenced pursuant to clause 17.3:
   1. the language to be used in the mediation and in the arbitration shall be English;
   2. the number of arbitrators shall be one;
   3. the seat, or legal place, of arbitration shall be London, UK;
   4. the governing law of these Terms shall be the laws of England and Wales; and
   5. the award shall be final and binding on the parties unless: (i) Wheely elects to refer the dispute to a court; or (ii) Applicable Laws render this clause 17.4.5 unenforceable, in which case clause 17.5 shall apply.
5. These Terms and all non-contractual obligations arising in any way whatsoever out of or in connection with the Terms are exclusively governed by the laws of England and Wales. Disputes or claims arising out of or related to these Terms and which are not settled in accordance with the preceding provisions of this clause 17 are subject to the exclusive jurisdiction of the courts of England and Wales.