Rider Terms & Conditions

Last Updated: August 2025

These Terms and Conditions set forth the rights and obligations of us and you as they relate to your use of applications, websites, content, products, and services (collectively referred to as the “Services”) made available by Hail, a brand under Hail Technologies Limited, a company incorporated in Hong Kong with its registered office in Hong Kong SAR.

Your access and use of the Services constitutes your agreement to be bound by these Terms and Conditions, which establishes a contractual relationship between you and Hail. If you do not agree to these Terms, you may not access or use the Services. These Terms expressly supersede prior agreements or arrangements with you. Hail may immediately terminate these Terms or any Services with respect to you, or generally cease offering or deny access to the Services or any portion thereof, at any time for any reason.

Supplemental terms may apply to certain Services, such as promotional offers or specific features, which will be disclosed to you in connection with the applicable Services. Supplemental terms are in addition to, and shall be deemed a part of, these Terms and Conditions. Supplemental terms shall prevail over these Terms and Conditions in the event of a conflict with respect to the applicable Services.

We may amend these Terms and Conditions from time to time. Amendments will be effective upon posting the updated Terms and Conditions on our website or in the Hail app. Your continued access or use of the Services after such posting constitutes your consent to be bound by the Terms and Conditions, as amended.

These Terms should be read together with our Personal Information Collection Statement, which explains how we collect, store, use, and share your data.

1. General


1.1. Definitions The terms used in these Terms and Conditions are defined in and the rules for interpreting the provisions of these Terms and Conditions are set out in Clause 7 (Interpretation and Definitions).

1.2 Services Description 

a) Hail is a ride-hailing platform that connects riders with licensed taxi drivers in Hong Kong through mobile and web applications.
b) The Services may facilitate your connection with independent licensed taxi drivers (“Drivers”) for the purpose of arranging transportation services (“Rides”).
c) You acknowledge that:

(i) Hail does not own, operate, or control any vehicles or employ Drivers. Drivers are independent third parties authorized by the Hong Kong Transport Department to provide passenger transport services.
(ii) Hail’s role is limited to facilitating the booking, fare estimation, in-app payment, customer service, and trip coordination services.
(iii) Hail is not responsible for the acts, omissions, or conduct of any Driver.
(iv) Hail is not liable for the quality, safety, legality, or suitability of any Ride provided by a Driver.

1.3 Account Registration and Usage a) You must create and maintain an active account to access the Services. Account registration requires providing a mobile phone number and a valid payment method. b) You are responsible for all activity under your account and must keep your login credentials confidential. c) You agree not to allow others to use your account and to promptly notify Hail of any unauthorized use or breach.

d) You may not use the Services for unlawful purposes or to violate any applicable laws.

1.4 Fees and Charges a) Ride fares are determined based on taxi meter rates set under the Road Traffic (Public Service Vehicles) Regulations (Cap. 374D), and may include tolls, surcharges, and optional tips. b) Hail may charge a platform fee to support operations, payment processing, and customer support. These fees will be disclosed prior to confirmation of booking. c) You agree to pay all applicable Charges using your selected payment method. Charges are non-refundable unless otherwise determined by Hail.

d) Cancellation fees may apply if you cancel a Ride after a Driver has accepted or arrived at the pickup location.

1.5 Promotions and Referral Credits Hail may offer promotional discounts, coupons, and referral credits subject to additional terms. These may not be transferred, sold, or exchanged for cash, and Hail reserves the right to cancel or modify promotions at any time.

1.6 Changes to Services Hail may modify, suspend, or terminate any part of the Services at its sole discretion. Where material changes affect your usage, Hail will provide reasonable notice.

2. Payments and Disputes

2.1 Charges and Payments a) By requesting a Ride, you authorize Hail to process the payment for applicable Charges via your selected payment method. b) Hail acts as the Driver’s limited payment collection agent. Payment to Hail is deemed payment to the Driver. c) Receipts will be issued electronically via SMS, email, or in-app notification.

d) If payment fails, Hail may suspend or terminate your access until payment is settled.

2.2 Refunds and Disputes a) If you believe a Charge is incorrect, you must notify Hail within 30 days of the transaction. Hail will investigate and may facilitate resolution with the Driver. b) Refunds, if granted, will be processed to your original payment method or an alternative channel as mutually agreed.

3. Use of Personal Data

3.1 Data Collection and Use See Hail’s Personal Information Collection Statement for full details.

3.2 Sharing with Drivers Your name, anonymized contact number, and pickup/dropoff location will be shared with your assigned Driver. In the case of a complaint or safety incident, Hail may share trip-related data with taxi fleet operators and relevant authorities.

4. Obligations

4.1 Hail’s Responsibilities a) Provide the Services using reasonable care and security. b) Investigate complaints and support dispute resolution.

4.2 Rider Responsibilities a) Provide accurate account and trip information. b) Use the Services lawfully. c) Treat Drivers respectfully and not cause damage to vehicles. d) Pay all applicable Charges and fees.

e) Ensure children and pets are properly supervised and comply with Driver rules.

5. Limitations and Liability

5.1 Disclaimer Hail does not guarantee uninterrupted access to the Services. To the maximum extent permitted by law, Hail disclaims all liability for losses, damages, or injuries arising from: - The conduct of Drivers - Delays or cancellations - Technical failures or force majeure events

5.2 Indemnity You agree to indemnify and hold harmless Hail from any claims, damages, or expenses arising from your breach of these Terms or misuse of the Services.

6. Termination

6.1 Termination by You: You may terminate your account via the Hail app or customer service.

6.2 Termination by Hail: We may suspend or terminate your account immediately without notice if: 
- You breach these Terms 
- We suspect fraud or misuse 
- Required by law or regulatory authority

7. Interpretation and Definitions

7.1 Interpretation References to “you” include the rider; “we,” “our,” or “Hail” refers to Hail Technologies Limited. Clause headings are for convenience only.

7.2 Definitions “App” means the Hail mobile application. “Charges” means all fees due for a Ride. “Driver” means a licensed taxi driver offering rides via Hail. “Ride” means the transportation service provided by a Driver. “Services” means the platform services provided by Hail.

8. Miscellaneous

a) Governing Law: These Terms are governed by the laws of Hong Kong SAR.
b) Jurisdiction: The courts of Hong Kong have non-exclusive jurisdiction.
c) Language: In case of discrepancies between language versions, the English version prevails.
d) Third-Party Rights: Only you and Hail may enforce these Terms.
e) Contact: Email us at admin@hailhk.com for any questions related to these Terms.

Thank you for using Hail.
Hail Technologies Limited