Accessibility

1About this statement

This statement covers this website, and the chauffeur service we provide as the private hire operator named at the foot of every page, licensed by Hertsmere Borough Council under the Local Government (Miscellaneous Provisions) Act 1976. If anything here does not work for you, tell us: our contact details are on our contact page and at the foot of every page.

2Our standard for the website

We build every customer page to meet the Web Content Accessibility Guidelines (WCAG) version 2.2 at level AA. The law does not require this of a private company, and we hold ourselves to it anyway.

In practice that means you can book using only a keyboard and can see where you are on the page as you move; buttons and links are at least 24 by 24 pixels; pages work at 200 per cent zoom and on a screen 360 pixels wide; the site follows your device's light or dark setting and its reduced-motion setting; nothing needs a drag gesture; you are not asked for the same information twice while booking; help is in the same place on every page; and every form field has a label and a plain error message that says what to fix.

3How we check

Before we publish a page we run automated accessibility tests on it and fix every serious issue they find, test it with a keyboard alone, test it at 200 per cent zoom in light and dark appearance and with reduced motion, and test the booking flow on a real phone.

Automated tools do not find every problem. If you find one, we want to hear about it.

4Known limitations

We will publish the results of our first full audit here, listing any part of the site that does not yet meet WCAG 2.2 at level AA, what we are doing about it and when we expect to fix it.

5If you cannot use the website

You never have to book online. Call us on the telephone number at the foot of every page, or email us at the address on our contact page, and we will take your booking at the same fixed price the website shows.

Our staff never ask for your card number over the telephone. We send you a secure payment link by text message or email instead.

If you need a document from us in another format, such as large print or plain text, ask us and we will send it within 5 working days.

6Assistance dogs travel free

Assistance dogs are always carried at no extra charge. The booking form has an assistance dog option so your chauffeur knows before they arrive. You do not have to choose it, and we will still carry your dog if you do not, but telling us helps us send the right chauffeur.

Under section 170 of the Equality Act 2010, it is a criminal offence for an operator to refuse a booking because a disabled passenger has an assistance dog, and for a driver to refuse to carry the passenger. Making, or proposing to make, an extra charge for the dog is also an offence.

7Wheelchairs and mobility aids travel free

Folding wheelchairs and mobility aids are carried at no charge. The booking form has a wheelchair or mobility aid option with a place for its size, so we can check it fits the class of car you choose.

Under section 164A of the Equality Act 2010, your chauffeur must carry you and your wheelchair or mobility aids, take reasonable steps to make sure you travel safely and in reasonable comfort, help you into and out of the car if you need it, load and unload your luggage, wheelchair or mobility aids, and take reasonable steps to help you find the car. None of this ever costs extra.

8No extra charge for disability

There is no surcharge for an assistance dog, a wheelchair, a mobility aid or any help you need because of a disability, and our price system has no way to add one. We will never refuse a booking because a passenger is disabled.

This is a condition of our operator licence as well as the law. Condition 51 forbids us to make any extra charge for carrying a passenger in a wheelchair or with an assistance dog, or to let a chauffeur make one; condition 49 requires us to hold a policy for complying with the Equality Act 2010; and condition 19 forbids us to refuse a booking or discriminate on grounds including disability.

9Wheelchair-accessible vehicles

If you need to travel seated in your wheelchair, choose that option when you book. We never show it as simply unavailable: your request goes straight to our team, who reply within 30 minutes during our hours of business.

If we cannot provide a wheelchair-accessible vehicle for your journey, we tell you plainly. You do not pay for a car that cannot carry you, and any payment already taken is refunded in full.

10How to book with access needs

Choose your pickup, destination and time as normal. In the extras step, choose assistance dog or wheelchair or mobility aid, and add its size. Use the note for the chauffeur for anything else that helps, for example "I will need an arm to the car", "please text rather than call" or "I am hard of hearing". Your chauffeur sees these details before the journey.

You can also book by telephone and tell us what you need. If you are booking for someone else, fill in the passenger's details, and we send the pickup messages to the passenger directly.

11Before and on the day

Before the journey starts, the passenger receives the chauffeur's first name, their private hire driver licence number, the car's registration number, make, model and colour, and a photograph of the chauffeur where the message channel can show one.

Our cars are usually unmarked, with no private hire plate on the back, so there is no plate to look for. Condition 54 of our operator licence requires us to tell you that in advance, and the chauffeur must take reasonable steps to help you find the car, which for an unmarked car is the whole point of the message.

During the journey you can speak to a person on our telephone number at any time.

12If a chauffeur is exempt on medical grounds

Hertsmere Borough Council can give a chauffeur an exemption certificate on medical grounds, under sections 166 and 171 of the Equality Act 2010, so that they do not have to carry an assistance dog, or do not have to give mobility assistance. Condition 52 of our operator licence allows a chauffeur to refuse only where the council has issued that exemption. We record every exemption, and we never send an exempt chauffeur to a booking that needs what they are exempt from.

If something goes wrong on the day, call us straight away.

13If we get this wrong

If a chauffeur refuses you, charges you extra, or does not give you the help you need, please tell us. We treat any refusal as a complaint and escalate it to the owner of the business. Our complaints page explains what happens next.

You can also complain in writing to Hertsmere Borough Council, the authority that licenses us, at licensing.taxis@hertsmere.gov.uk. If a crime may have been committed, call the police on 999 in an emergency or 101 otherwise. Where a complaint alleges violence, a sexual offence, or a risk to a child or a vulnerable adult, we report it to the council and the police immediately.

14Every version of this document

• Version 2026-09-2 (the version in force)In effect from 16 September 2026
• Version 2026-09-1In effect from 15 September 2026

A published version is never edited. A correction is a new version with a new effective date, and your booking keeps the version you agreed to.