SteeveCab Private Hire Policy and Procedure

1. Introduction

This document outlines the policy and procedures that govern all private hire operations under SteeveCab. Our aim is to deliver safe, reliable, and efficient transport services while maintaining full compliance with all legal and regulatory obligations.

2. Company Information

3. Legal and Licensing Compliance

SteeveCab operates under the local licensing authority’s private hire regulations. All drivers, vehicles, and bookings must comply with:

  • Operator licence conditions
  • Private Hire Vehicles (PHV) regulations
  • Insurance and roadworthiness standards
  • Data protection and safeguarding rules

4. Booking Procedure

All journeys must be pre-booked using one of the following methods:

Drivers are not permitted to accept bookings directly. All reservations must be processed through the company’s official operator system.

Required Booking Details

  • Passenger’s full name and contact number
  • Date and time of the journey
  • Pick-up and drop-off locations
  • Any special requirements (e.g., wheelchair access, child seat, etc.)

Cancellation Policy

  • Customers have the right to cancel a booking prior to the start of the journey without incurring any fee.
  • However, for pre-booked journeys, if the driver has already arrived at the pick-up location and the customer decides to cancel, a 10% cancellation fee will apply.

Waiting Charges

  • The first 5 minutes of waiting time are free of charge.
  • After this grace period, a charge of £0.20 per minute will apply until the journey commences.

5. Dispatch Procedure

  • All jobs are assigned via SteeveCab dispatch system.
  • Drivers are only allowed to undertake jobs allocated by SteeveCab.

The system keeps a digital record of:

  • Booking time and details
  • Allocated driver and vehicle
  • Journey start and end times
  • Fare charged

Soiling Charge Policy If a vehicle is soiled during a journey, a cleaning fee of £100 will be charged to the customer. This covers specialist cleaning and loss of earnings while the vehicle is out of service.
We thank you for your understanding and cooperation.

6. Driver Standards and Conduct

All SteeveCab drivers must:

  • Hold a valid private hire driver licence
  • Maintain an up-to-date DBS certificate
  • Pass a local knowledge or route test if required by authority
  • Wear SteeveCab identification at all times
  • Behave professionally, respectfully, and in a non-discriminatory manner
  • Not accept cash unless authorised by SteeveCab (if using a cashless system)current drivers are accepting cash

7. Vehicle Standards

All SteeveCab vehicles must:

  • Be licensed, insured, and regularly inspected
  • Be clean, well-maintained, and presentable
  • Display the required private hire vehicle licence plate
  • Not display “taxi” signs or be hailed on the street

8. Safeguarding and Customer Safety

  • All drivers undergo safeguarding awareness training.
  • A zero-tolerance policy is in place for abuse, discrimination, or misconduct.
  • In the event of any safeguarding concern, the matter must be reported to management and the licensing authority within 24 hours.

9. Complaints Procedure

Customers can submit complaints via:

9. Complaints Procedure

Customers can submit complaints via:

10. Data Protection

SteeveCab complies with the General Data Protection Regulation (GDPR). All customer and driver data is:

  • Stored securely
  • Used only for the purpose of the booking
  • Not shared without consent, except as required by law

11. Incident and Accident Reporting

  • All incidents or accidents must be reported to SteeveCab management within 12 hours.
  • Drivers must also inform their insurance provider and licensing authority as applicable.

12. Monitoring and Review

This policy is reviewed annually or upon major regulatory updates.

  • Last Updated 30.10.2025
  • Next Review Date: AS Required