🦅 Kestrel Legal

Terms of Service

1. About Kestrel

Kestrel Technologies Ltd ("Kestrel", "we", "us") operates a multi-service platform providing ride-hailing, food delivery, micromobility, grocery delivery, and parcel courier services across the United Kingdom. Registered in England & Wales.

2. Your Account

You must be 18+ to create an account. You are responsible for keeping your credentials secure. One account per person. Key worker verification requires valid NHS or emergency service ID.

3. Services

• Ride: Fares are fixed at booking. No surge pricing. ULEZ and Congestion Charges shown upfront.
• Eats: Restaurant partners are independent. Allergen information provided by partners per FSA guidelines.
• Go: Vehicles must be parked in designated zones. £5 penalty for improper parking.
• Market: Delivery slots are guaranteed within 15 minutes of selected window.
• Send: PIN verification required for all deliveries. ID verification for flagged parcels.

4. Payments & Refunds

All prices in GBP including VAT. Payments processed via Stripe and Open Banking (FCA-authorised TPP). Full refund if order cancelled before preparation. Partial refunds assessed case-by-case within 48 hours.

5. Cancellation

Rides: Free cancellation within 2 minutes of booking. £3 fee if driver en route. Eats: Free before restaurant confirmation. Go: End ride anytime. Market: Free up to 2 hours before slot.

6. Kestrel+ Subscriptions

Monthly billing. Cancel anytime, effective end of billing period. 14-day free trial, no card required. Benefits apply immediately upon activation.

7. Feather Points

Points valid for 12 months (unlimited for Kestrel+ members). Non-transferable. No cash value. Kestrel reserves the right to modify reward catalogue with 30 days notice.

8. Liability

Kestrel acts as a platform connecting users with independent service providers. We are not liable for third-party actions but will investigate all complaints within 48 hours.

Privacy Policy (UK GDPR)

Data Controller

Kestrel Technologies Ltd, London, UK. DPO: dpo@gonrides.top

Data We Collect

• Account: name, email, phone, payment methods
• Location: pickup/dropoff coordinates, journey routes (while app active)
• Orders: purchase history, preferences, dietary requirements
• Device: app version, crash reports (anonymised)

How We Use It

• Service delivery (matching drivers, processing orders)
• Safety (journey tracking, emergency response)
• Improvement (anonymised analytics)
• Communication (order updates, only with consent)

Your Rights (UK GDPR)

• Access your data: Subject Access Request via account settings
• Delete your data: Right to Erasure — processed within 30 days
• Portability: Export all data as JSON/CSV
• Object: Opt out of marketing at any time
• Complain: ICO (ico.org.uk)

Cookies

Essential cookies only for authentication. No third-party advertising cookies. No data sold to third parties. Ever.

Retention

Account data: while active + 30 days after deletion request. Journey data: 2 years (legal requirement). Payment data: 7 years (HMRC requirement, tokenised only).

Accessibility Statement

Kestrel is committed to WCAG 2.2 AA compliance. Features include: screen reader support, BSL video support, high contrast mode, large text option, wheelchair-accessible vehicle tier (Access), and key worker priority dispatch.

Report accessibility issues: accessibility@gonrides.top