Passenger Conduct, Respect & Safety Policy

Courtesy & Non-discrimination

All passengers and staff should be treated with dignity regardless of race, nationality, religion, belief, cultural dress, appearance, sex, disability, age or other protected characteristics. Abuse, threats, harassment, discrimination and violence towards drivers, staff or other passengers are unacceptable. The same standard applies to the service you receive.

Noise, Music & Onboard Facilities

Keep noise at a level that does not disturb others or distract the driver. You may request music or Bluetooth connection where the vehicle supports it and the operator permits it. The driver may reduce the volume or stop playback for safety. Quiet travel can also be requested. Equipment and entertainment facilities depend on the vehicle quoted.

Seat Belts, Movement & Luggage

Follow lawful safety instructions, use the seat belt provided as required, and keep aisles, exits and access routes clear. Do not ask the driver to exceed capacity, speed limits, driving-hours limits or safe loading arrangements. Luggage must be stowed safely in the designated areas; unsafe loading is not accepted.

Alcohol, Illness & Fitness to travel

Alcohol consumption before travel is not an automatic reason for refusal. A driver may pause, refuse or end a journey where there is a genuine safety risk, such as threats, inability to remain safely seated or signs of a medical emergency. Disability, communication differences and medical conditions must not be mistaken for intoxication or misconduct; reasonable adjustments must be considered.

Emergencies & ending an Unsafe Journey

Drivers are not a substitute for ambulance or medical services. Emergency help should be sought when needed. Any decision to end a journey must be proportionate, safe and lawful, with suitable coordination and consideration of vulnerable passengers. A passenger must not knowingly be left in an unsafe location or situation.

Damage & Exceptional Cleaning

Passengers should take reasonable care of the vehicle. Any claim for damage or cleaning beyond normal preparation should be supported by evidence, an explanation and reasonable costs, subject to the agreed terms and consumer law. There is no automatic fixed penalty or assumption that the full booking price is forfeited.

Smoking, Vaping & Agreed Rules

Do not smoke or vape inside the vehicle. Food, drink, decorations, pets and use of specialist facilities require agreement where the operator’s rules or vehicle suitability make this necessary. Any material restrictions should be explained before booking.