Consumer Rights & Responsibilities

This page details your customer rights and responsibilities when you hire and travel in a taxi, hackney or limousine.

Customer Rights

As a customer, it is your right to:

Not be charged more than the metered fare when travelling by taxi or no more than the agreed fare.
Not be charged more than the agreed fare when travelling by hackney or limousine;
Be given a printed receipt at the end of a taxi journey, and a written receipt on payment of the fare for a hackney or limousine journey;
Not be unreasonably refused service with a 30km radius of the pick up point/point of hire;
See driver licence details and fare card clearly displayed;
Direct the destination and route taken;
Be accompanied by a guide dog/mobility aid at no extra charge;
A driver who is courteous and helpful;
A driver who is neatly dressed;
A driver who knows the major routes and destinations;
Be carried in a clean and roadworthy vehicle

It is your responsibility as a customer to:

For taxis, pay the fare as calculated on the meter, unless a written agreement is in place
Sample Prior-Written Agreement Form (waiver) pdf download.
For hackneys and limousines, agree the fare before the journey begins
Pay the correct fare in full, including booking fees;
Give proof of ability to pay fare, or give a deposit, if requested by driver;
Behave in a civil and orderly way;
Not damage or dirty the vehicle;
Not consume food or drink in the vehicle;
Comply with any reasonable request by the driver to leave or not enter the vehicle;
Not request the driver to exceed the number of passengers permitted to be carried in the vehicle.