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 traveling by taxi or no more than the agreed fare.
• Not be charged more than the agreed fare when traveling 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 license 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

Customer Responsibilities
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
  PDF Format (9kb) | Word Format (21kb)
• 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.