Accessibility Policy

1. Introduction

We are committed to providing a private hire service that is safe, fair, and accessible to everyone. This policy explains how we support passengers with disabilities and mobility needs, and the responsibilities we require from drivers who use our platform.

This policy applies to all bookings made through our platform and forms part of the terms that drivers must accept before receiving trips.

2. Our Commitment

We believe every passenger deserves respectful and equal access to transport. We will:

• provide non-discriminatory service to all passengers, regardless of disability or mobility requirements
• ensure drivers follow the Equality Act 2010
• verify that drivers offering wheelchair-accessible transport meet local licensing and training requirements
• provide routes for passengers to request accessibility support
• investigate and act on complaints relating to accessibility

We operate under the regulation of Sefton Council and Liverpool City Council, both of which require mandatory disability awareness training for licensed drivers providing wheelchair-accessible services.

3. Booking Accessible Transport

Passengers may request accessibility support when booking a trip. Options include (where available):

• a Wheelchair Accessible Vehicle (WAV) capable of transporting a passenger seated in a wheelchair
• travel with an assistance dog
• additional time or support for boarding and exiting the vehicle
• carriage of folding wheelchairs or mobility aids

If a wheelchair-accessible vehicle is not available, we will inform the passenger as early as possible and provide alternative options where suitable.

4. Assistance Dogs

Drivers must carry assistance dogs without extra charge, as required by the Equality Act 2010.

An assistance dog cannot be refused for reasons of allergies, religious belief, or vehicle type.

Drivers may only refuse carriage if they hold a valid exemption certificate issued by their local licensing authority. Evidence must be uploaded to their driver account.

5. Mobility Aids, Wheelchairs and Safety

Wheelchair Accessible Vehicles (WAV). Only drivers who meet the following may accept WAV bookings:

• hold a licence issued by Sefton Council or Liverpool City Council
• have local-authority approval to operate a WAV
• have completed mandatory disability or WAV training required by their authority
• provide proof of certification or entitlement when registering with us

Securing equipment. WAV drivers must safely deploy ramps and restraints, secure wheelchairs as trained, and complete a journey only when it is safe to do so. Unsafe practices can result in suspension from accessible bookings or from the platform.

6. Charges and Waiting Time

Passengers must not be charged extra for assistance provided by a driver, mobility equipment, or carrying an assistance dog.

Waiting time must be applied fairly and consistently, and never used to penalise passengers with disabilities.

7. Behaviour and Assistance Expectations

Drivers must:

• offer reasonable assistance into and out of the vehicle
• handle mobility aids safely and respectfully
• communicate clearly and patiently with passengers
• never touch mobility devices without permission, except for safety reasons
• never refuse a booking due to disability or assistance needs

8. Platform Enforcement

Breaking this policy may result in:

We may share relevant information with Sefton Council or Liverpool City Council where required.

9. Reporting Issues

If a passenger experiences poor accessibility service, discrimination, or safety concerns, they can report it via our support channels. We will investigate the complaint, take appropriate enforcement action, provide a response to the passenger, and notify the licensing authority where required.

10. Alternative Booking Support

Passengers who cannot use the mobile app may request assistance through alternative contact methods provided on our website. These options are offered so that passengers with visual, cognitive, or physical impairments are not excluded from booking transport.

11. Review and Continuous Improvement

This policy will be reviewed annually, updated in line with legislation and requirements set by licensing authorities, and improved based on feedback from passengers and disability groups.

Contact and Feedback

If you have any questions or would like to provide suggestions regarding accessibility, please contact our support team through the details listed on our website.