Passenger Safety & Conduct Policy

Passengers should use fitted seat belts and follow lawful safety instructions from the chauffeur. Passenger numbers and luggage must remain within the confirmed vehicle capacity, with exits and safety equipment kept clear.

The journey may be paused or refused where continuing would be unlawful or create an immediate safety risk. Any decision should be proportionate and must not discriminate against a passenger who needs a reasonable adjustment.

A required child seat should be requested before confirmation with the child’s age and relevant details. The booking response confirms what can be supplied and who is responsible for checking suitability.

Assistance animals are accommodated. Other animals, unusual equipment and substantial mobility aids should be described early so vehicle capacity and safe restraint can be confirmed.

Smoking and vaping are not permitted in a vehicle. Threatening, abusive, unlawful or dangerously distracting behaviour is not accepted. Alcohol may be refused where carrying or consuming it would be unsafe or unlawful.

A fair charge may be sought for proven cleaning or damage caused by a passenger, limited to reasonable loss and supported by evidence. Ordinary wear is not passenger damage.

Passenger names, routes and conversations are treated as confidential and shared only as needed to arrange or deliver the journey, meet legal duties or handle an incident.

A safety concern or incident should be reported promptly with the booking reference and factual detail. Emergencies should be directed to the appropriate emergency service before the complaints process is used.