Terms & Conditions

Booking Terms & Conditions

These terms and conditions set out the basis on which you may visit and use our website and online booking services. Please read them carefully as they contain important information. References to carrier(s), the carrier(s) or a carrier are references to the drivers who provide private hire services and who accept bookings created through this website. References to a contract of carriage or carriage are references to private hire contracts which can be arranged via this website.

This website is owned and operated by Suffolk County Council (the Council) for the Katch service and the Katch taxibus service and booking is operated by Cabs Smart/Cars Smart (Ipswich, Woodbridge, Felixstowe). If you have any questions about these terms and conditions or any comments or issues regarding this website, please contact us at cabssmartoffice@gmail.com or by calling 01728 554455.

Appointments & Onward Travel

If you are using the Katch taxi-bus service, operated by Cabs/Cars Smart, to get to an appointment, or to link up with onward travel arrangements, it is your responsibility to ensure that you have allowed sufficient time for your journey. Cabs/Cars Smart will not be responsible for any missed appointments or transport links due to any unforeseen circumstances or your failure to adhere to these terms and conditions.

The Katch taxi-bus service is a “Booking” only service and all journeys must be booked in advance. This service does not provide a “Hail & Ride” service. How to book is covered in the body of the main website.


The default number of passengers that can be carried in a licenced vehicle is eight. Every person, regardless of size or age, counts as a passenger, For example: four adults and a new-born baby count as five passengers. No standing passengers are allowed on the vehicles, every person must be seated and must remain seated until the vehicle has come to a halt. Passengers must wait for the driver to operate the entry / exit doors. Do not ask a driver to exceed their capacity as doing so would be against their terms of licence and would invalidate the insurance. Unless a specifically requested vehicle is required, you will normally be sent the closest vehicle to your location. However, if you have specific needs (i.e. wheelchair access), please inform us when placing your booking. We will always endeavour to provide an 8-seater vehicle. However, due to unforeseen circumstances it may not be possible to send you this vehicle. In this rare circumstance we may provide an alternative vehicle, this may carry less seating capacity. All luggage must be conveyed in the luggage compartment of the vehicle. Only handbags, day packs etc. are allowed in the vehicle with the passengers. We accept no responsibility for loss or damage to any luggage transported in the vehicle.


All passengers are welcome aboard our Katch taxi-buses. As a passenger you are contractually obliged to comply with the following Conditions of Carriage. Failure to do so may result in you not being permitted to travel or being directed to leave our vehicles at any time.  To ensure that your Katch journey and that of other passengers is comfortable, we ask you to note the following.

Whilst travelling on Katch you must not:

  1. Smoke, carry lighted tobacco, lighted match, or lighted cigarette lighter or electric cigarette
  2. Carry any dangerous, noxious, or flammable substance.
  3. Eat or drink.
  4. Damage or deface any part of the vehicle.
  5. Use a music system set at a volume that will annoy other passengers.
  6. Spit.
  7. Offend the driver or fellow passengers.
  8. Put at risk or cause discomfort to the driver or other passengers.
  9. Obstruct the gangway.
  10. Throw items from the vehicle.
  11. Leave litter on the vehicle.
  12. Speak to or distract the driver when the vehicle is in motion, except in emergency situations.
  13. Intentionally interfere with any equipment fitted to the vehicle.
  14. Distribute any materials or sell any articles on the vehicle.
  15. Board or leave the vehicle while it is in motion.
  16. Remain on the vehicle when asked to leave by the driver.

    As a passenger you must:

  1. In the interests of health and safety, always follow instructions either by signage on the vehicle, or as directed by the driver.
  2. Only use emergency exits in the event of an emergency or when directed by the driver.
  3. Respect any seating reserved for disabled and partially sighted or blind passengers.
  4. Advise the driver immediately if you sustain an injury whilst travelling on Katch so that we may investigate and take any necessary action.
  5. Advise the driver if you see any suspicious article or package on the vehicle.

Any passenger who is reasonably suspected by the driver of contravening the Public Services Conduct of Passengers Regulations may also be asked to leave or be removed from the vehicle by the driver.

Whilst we will use our reasonable efforts to control the behaviour of other passengers, we will not be liable to you for any act or omission of any other passenger.

Intending customers who, in the opinion of the driver or other company officer, appear likely to behave in an antisocial manner may not be allowed to travel.

We also reserve the right to take any other measures we consider necessary to protect the safety and comfort of Katch passengers, this may include a temporary or permanent ban from travel following an incident of misconduct.

Any Katch customer who persistently books travel and fails to be at the designated pick up point may be subject to a ban on future journey requests.

Card Payments

Card payments are not subject to an administration fee. Cancelled bookings are subject to a cancellation fee of 50% of the fare amount due (£3.50 on a Return / £2.00 on a Single) with a minimum cancellation time of 60 minutes prior to the vehicle being dispatched.

Carriage of bicycles

Non-folding bicycles cannot be carried because the vehicles are not specifically modified for the purpose.
Folding bicycles, safely and securely stowed in the designated luggage area in a suitable bag or box, may be carried on vehicles if there is sufficient space at the time of travel.
Non-motorised scooters may be carried but should be stored securely in the luggage area.


One accompanied, well-behaved dog or other small animal which will not be a danger or a nuisance for other passengers is allowed to travel with you on our vehicles at the discretion of the driver who may reasonably decide where on the vehicle the animal is best carried.
Where appropriate, dogs must be muzzled or put on a lead in accordance with the Dangerous Dogs Act. Small animals must be caged, boxed, or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the seats.
If you bring an animal onto a bus, you will be held responsible for any damage, loss or injury arising from its presence on the bus.
Guide dogs, hearing or assistance dogs accompanying registered disabled persons are given priority and carried free of charge at any time. Assistance dogs should wear their harness or identification jacket when travelling.

Lost Property

We will keep any lost property for a month to give you time to claim it.  We cannot keep perishable items (e.g. food). We will report any lost bank or credit cards to the issuing bank (if there’s a telephone number on the card) to let them know the card has been lost and then we’ll follow any instructions the bank gives us. If no one claims the card within 24 hours of it being found, or if the bank asks us to, we will securely destroy it to protect the owner from risk of fraud. If you have left something on one of our taxi-buses, call the telephone booking line as soon as possible with details about the item and the time of your journey.

Ownership of Rights

All intellectual rights including copyright of this website and its content are owned by or licensed to the Council. Unauthorised use of this site or its content including copying or storing of any part is prohibited without the written permission of the Council. You may not modify, distribute or publish anything on this website for any purpose.

Information on this Website

The Council and Cabs Smart/Cars Smart have taken great care to ensure that the information contained within this website is accurate at the time of publishing and that all products and services have been correctly described. Prices quoted are those to which the carriers who accept bookings through this website have agreed to adhere. However, you should always independently check any information before you rely on it. No representations are made by the Council or Cabs Smart/Cars Smart that the information is accurate up to date or complete and we do not accept liability for any loss arising from out of date or inaccurate information contained here within. This is a website providing information free of charge. If you wish to report any inaccuracies contact us at cabssmartoffice@gmail.com

Use of our Website

To book via our website App you must be sixteen years or older. Using the website is confirmation that you possess the legal authority to enter into a contract of carriage and accept the terms and conditions of this website, including payments from Debit and Credit Cards in accordance with all its terms and conditions.

Use of our Website from Outside the UK

This website is intended to be used in the UK and directed solely at those who wish to use our services within the UK. The Council and Cabs Smart/Cars Smart make no representation that any services referred to are appropriate for use in other locations. Those who access the website from other locations are responsible for compliance with local laws and to the extent that local laws are applicable.

Damage to your Computer

The Council and Cabs Smart/Cars Smart makes every effort to ensure that this website is free from malware and viruses. However, we cannot guarantee that your use of this website or any websites accessible from it will not cause damage to your computer. It is your responsibility to ensure that your equipment is suitably protected. The Council and Cabs Smart/Cars Smart shall not be liable to any person for any loss or damage to computer equipment which may arise as a result of using this website.

Links to other Websites

There may be links on this website to other sites we think you may want to visit. Some of these are third party websites, the Council and Cabs Smart/Cars Smart accept no responsibility for either the content or any issues or any liability for anything contained in these websites.

Exclusions of Liability

Any disclaimers and exclusions of liability in these Terms and Conditions shall not apply to any damages arising from death or personal injury caused by the negligence or fraudulent behaviour of the Council and Cabs Smart/Cars Smart, its employees and agents or any carriers. These disclaimers and exclusions shall be governed by and construed in accordance with English Law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable then that provision should be deemed severable and shall not affect the validity and enforceability of the remaining provisions. The Council and Cabs Smart/Cars Smart accepts no liability whatsoever for your late arrival or missing a flight or connection whatever the circumstance.

Other Legal Notices

There may be legal notices on other parts of this website which relate to your use of this website, all of which will, together with these Terms and Conditions govern your use of this website.

Law, Jurisdiction, and Language

This website, any content contained herein and any contract brought into being as a result of usage of this website  are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English language. Your statutory rights are not affected.

GDPR Policy

Data Processing & Storage

The following policies explain how the council and Cars Smart/Cabs Smart obtain, store, and process your personal information. We are committed to ensuring that your privacy is protected and are registered with the information commissioner’s office (UK) to ensure transparency and GDPR provision compliance (GDPR (EU) 2016/679). Should we ask you to provide certain information by which you can be identified when using our products and services, you can be assured that it will only be used in accordance with this privacy statement.

Please note: All telephone calls are recorded and all emails are stored for monitoring purposes.

What Personal Data Do We Collect?

We may collect the following information when you use our products or services:

  • Name, telephone number, and email address
  • Taxi/Bus booking information including the date and time, pickup location and destination

What Sensitive Data Do We Collect?

We will only collect the following information upon receiving specific authority to do so from individuals who have agreed to our terms & conditions and privacy policy.

  • Debit or credit card details (card number, expiry date, CVC and AVS)

How Do We Collect Or Obtain Your Personal Data?

  • When you input your data through electron forms on our website
  • When you input data through our mobile booking application
  • When you contact us by phone, email and writing
  • When you order goods or services from us
  • When you post or react to our social media channels

How Do We Collect Or Obtain Your Sensitive Data?

– When you verbally tell us over the phone
– When you input data through our mobile phone booking application

How Do We Process Your Personal Data?

All personal data relating to the booking of our services and products is processed using a cloud-based computer software licensed to Cars Smart / Cabs Smart as a data handler for the purposes of GDPR provision compliance (GDPR (EU) 2016/679). For full details of their privacy policies please visit:

Judopay Privacy Policy
Stripe Privacy Policy

How Do We Process Your Sensitive Data?

All data that is collected, processed and stored is secure and we do not share it with third parties. For details on how Judopay & Stripe handle your data please visit the links above.

How Long Do We Store Your Personal and Sensitive Data

As required by law, all data is stored for a minimum period of six months from the point of service or purchase. After this period has lapsed, data can be deleted upon request.

Who Do We Share Your Personal and Sensitive Data With?

All data that is collected, processed and stored is secure and we do not share it with third parties. For details on how iCabbi, Judopay & Stripe handle your data please visit the links above.

Upon lawful request from authorities, we are obliged to assist and share personal data.

What Happens In The Unlikely Case Of A Data Breach?

If a data breach was to occur the ICO and affected consumers would be notified within 72 hours.

How Do We Detect A Data Breach?

Although unlikely, we must remain vigilant that a data breach could occur. Cars Smart/Cabs Smart have the latest cyber security and anti-virus software to ensure early detection and intervention.

Cars Smart/Cabs Smart have kept the ‘supply chain’ very compact, communicating directly with Judopay & Stripe, so that we can work in partnership to detect and inform of data breaches. Each member of the supply chain has stringent data policies and security and they have a duty of care to inform us of any data issues at the earliest possibility.

What Measures Do We Take To Ensure The Security Of Your Personal and Sensitive Data?

All members of office staff and drivers have received training and adhere to strict privacy and data protection policies. Cars Smart/Cabs Smart have kept the ‘supply chain’ very compact, working directly with Judopay and Stripe, so that we have a complete overview of how data is collected, processed, and stored. Personal data is always retained within our booking office cloud software and only trained office staff have restricted access.