We expect you to cancel a ride under the following circumstances:
- A very drunk or aggressive passenger
- An unaccompanied minor (under the age of 18) - our terms and conditions require passengers to be over 18 to create an account and to ride unaccompanied
- More passengers than you have a licence for
Negative ratings for these reasons will be removed
It is at your discretion whether or not to cancel in the following circumstances:
- The passenger has a pet animal (other than a service animal)
- Too much luggage
- The risk of damage to your vehicle
- Open containers of food or drink
Negative ratings for these reasons will be removed
During the ride, you have the right to:
- Refuse access to your property including aux cable, Bluetooth, phone cables etc
- Refuse to allow a rider to eat or drink in your vehicle
- Refuse to allow smoking inside your vehicle
Negative ratings for these reasons will be removed
It is unacceptable to refuse a ride for the following reasons:
- The trip goes into the congestion zone
- The passenger has a service animal
- The passenger's race, religion, sexual orientation or other forms of discrimination
If you need to complain or report a passenger's behaviour you can do so by contacting our Driver Care team directly. For more information on how to block a passenger.