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Regulations

  • Regulations

Bookings & Cancellations

  • All journeys must be pre-booked with CapitalRides via telephone, email, or WhatsApp.

  • Bookings are accepted by the operator only; drivers do not accept bookings directly.

  • Cancellations must be made at least 24 hours in advance to avoid charges.

  • A cancellation or no-show fee may apply if a driver has been dispatched or is close to the pickup location.

  • Booking changes or cancellations can be made 24/7 by contacting the operator.

Passenger Terms

  • When a booking is accepted, a contract is formed between the passenger and CapitalRides.

  • Passengers receive booking confirmation details including:

    • Driver name

    • TfL licence number

    • Vehicle registration

    • Operator contact information

  • Fares are set by the operator using distance, expected journey time, and any special requirements.

  • Payments may be made by cash, card, or bank transfer.

  • Drivers may only collect fares authorised by the operator.

  • Passengers must be ready at the agreed pickup time.

  • Lost property found in vehicles is logged and held by the operator for a reasonable period.

Driver Terms

  • All drivers must hold a valid TfL Private Hire Driver Licence and operate a TfL-licensed PHV with hire-and-reward insurance.

  • Drivers must not accept bookings directly, set fares, or subcontract work.

  • Drivers are required to:

    • Act professionally

    • Follow road traffic laws and TfL regulations

    • Assist passengers safely

    • Report incidents, complaints, or lost property to the operator immediately

  • Smoking or vaping in vehicles is prohibited.

Complaints Procedure

  • Passengers may submit complaints via telephone, email, or WhatsApp.

  • All complaints are logged, investigated by the operator, and responded to.

  • Complaints are shared with TfL where required.

Lost Property

  • All lost property must be handed to the operator.

  • Items are logged, stored securely, and returned once ownership is confirmed.

  • Unclaimed items may be disposed of responsibly, with records kept.

Data Protection

  • CapitalRides complies with UK GDPR and the Data Protection Act 2018 and is registered with the ICO.

  • Personal data is collected only for booking management, safety, compliance, and regulatory purposes.

  • Data is not sold and may be shared with TfL when required.

Driver Recruitment & Safety

  • Drivers are recruited and verified by the operator, including:

    • Right-to-work checks

    • TfL licensing

    • Vehicle licensing

    • Insurance

    • DBS status via TfL

  • Drivers receive onboarding covering:

    • Safety

    • Professional conduct

    • Data protection

    • TfL compliance

  • Driver fatigue is managed by ensuring drivers are fit to drive, take rest breaks, and may pause accepting bookings.

  • The operator avoids scheduling excessive or unsafe working patterns.