Driver Terms, Code of Conduct & Data Rules
The standards every Hampshire Taxi driver agrees to before taking a single job. Read every section — accepting a job on the platform confirms you accept all of it.
Last updated 9 September 2026
This agreement applies to every driver who accepts work through Hampshire Taxi, whether you drive your own vehicle or one supplied to you. It sits alongside your licence conditions — it never replaces them, and where your licensing authority is stricter, their rule wins.
You are engaged as an independent, self-employed contractor. You choose which jobs to accept, you are responsible for your own tax, National Insurance and expenses, and nothing here creates a contract of employment. You must not describe yourself as our employee to a passenger, an insurer or an authority.
Three sections of this agreement are non-negotiable and are enforced by immediate removal from the platform, with no warning and no second chance: Section 4 (sexual conduct and boundaries), Section 5 (passenger data and privacy) and Section 6 (safety, alcohol and drugs). Please treat them as the core of the job, not as small print.
1. Licensing, documents and legal compliance
You may only accept a job when every one of your documents is valid, in date and on file with us. It is your responsibility to send renewals before expiry — we will suspend your account the moment a document lapses, because carrying a passenger without valid licensing or hire-and-reward insurance is a criminal offence and voids all cover.
You must notify us within 24 hours of anything that affects your right to drive or your suitability: an arrest, a charge, a caution, a conviction, a penalty notice, a licence suspension or revocation, a DVLA medical restriction, a safeguarding referral, or any allegation made against you by a passenger — including one made through another platform.
- Current private hire driver's licence issued by your licensing authority.
- Current private hire vehicle licence for the exact vehicle you drive.
- Valid DVLA driving licence, with all endorsements disclosed to us.
- Hire-and-reward insurance naming you as a driver for private hire use.
- Valid MOT and up-to-date servicing for the vehicle.
- Enhanced DBS check on the update service, plus right-to-work documentation.
- A licensed operator plate and badge displayed exactly as your authority requires.
2. Pre-booked work only — no street hails, no side deals
Every journey must be booked through our operator system before it starts. As a private hire driver you may not ply for hire, accept a street hail, sit on a rank or take a walk-up fare. This is the single most common way drivers lose their licence, and it also leaves you uninsured for that trip.
You must not divert our work off the platform. Taking a passenger's number to arrange a private return, quoting a customer directly, or handing them a personal card to book around us is a fundamental breach of this agreement. It also strips the passenger of the operator record, the insurance position and the safeguarding trail they were entitled to.
You must not sub-contract a job, swap it, or let anyone else drive the passenger. The driver we allocated is the driver who must complete the journey — the passenger, their family and their insurer were all told who was collecting them.
3. Professional conduct on every job
Passengers choose us because we are calm, discreet and unhurried. Your conduct is the whole product. Arrive early, greet the passenger by name, offer help with luggage, confirm the destination, ask about temperature and music, and then let them travel in peace.
Discretion is part of the service. Business, medical, financial and personal conversations you overhear stay in the car. You may not repeat, record, screenshot or post anything about a passenger, a journey or an address — including in a drivers' group chat, and including where you think nobody could identify them.
- Smart, clean, professional dress. No shorts, no sportswear, no slogans.
- Vehicle valeted inside and out before every shift; no odours, no clutter, no personal items on seats.
- No smoking or vaping in the vehicle, ever — including between jobs.
- No eating in the vehicle with a passenger on board, and no strong food smells left behind.
- No radio talk shows, loud music, or personal calls on hands-free while a passenger is aboard.
- No political, religious or sexual conversation with a passenger, and no soliciting opinions on any of it.
- No requesting tips, no rounding up the fare, and no cash payment unless the booking says cash.
- No asking the passenger to cancel and rebook, to give a review in exchange for anything, or to rate you before the journey ends.
4. Sexual conduct and personal boundaries — zero tolerance
There is a no-sex rule on this platform. No sexual contact of any kind between a driver and a passenger, at any point, in any circumstance, regardless of who initiated it and regardless of whether the passenger appeared willing. There is no version of this that is acceptable, and consent is not a defence within a working journey.
No sexual conversation, either. Do not comment on a passenger's body, clothing, attractiveness or relationship status. Do not ask whether they are single, do not describe your own sex life, do not tell sexual jokes or innuendo, and do not raise the subject even where a passenger raises it first — change the subject politely and, if it continues, end the conversation.
No unnecessary physical contact. Help with luggage, not with people. Do not touch a passenger's arm, leg, shoulder, hair or back. Where a passenger needs physical assistance because of mobility or intoxication, ask first, keep the contact minimal and functional, and keep it visible.
No sexual content may be visible or audible in the vehicle — no images, no screens, no music with explicit lyrics, nothing on a phone that a passenger could see.
Never attempt a personal or romantic relationship with a passenger. Do not pass them your personal number, do not ask for theirs, do not search for them online, do not follow or message them on social media, and do not contact them after the journey for any reason other than returning lost property through our office.
Passengers who are intoxicated, asleep, unwell, distressed, or under 18 are in a position of particular vulnerability. In those situations your obligation is to keep the journey short, safe, well-lit and documented — call our 24/7 line if you have any concern at all about a passenger's safety or capacity, and never take a detour, never take them anywhere other than the booked destination, and never enter a property with them.
Any allegation in this section triggers immediate suspension pending investigation, a report to the police and to your licensing authority where the allegation warrants it, and permanent removal from the platform where it is substantiated. We will always cooperate fully with a police investigation, and we will never quietly move a driver on.
5. Passenger data — what you may never keep
Passenger details are given to you as a licensed operator's agent, for one purpose and one journey. Under UK GDPR you are handling that data on our instructions, and those instructions are strict: use it to complete the job, then let it go.
The moment a job is closed, the passenger's contact details and address stop being yours. Do not save the number to your phone, do not keep it in a notes app, a spreadsheet, a WhatsApp chat or a paper log, and do not build any private list of customers, addresses, gate codes, key-safe codes, alarm details, travel patterns or holiday dates.
Wealthy homes, empty houses and travel dates are exactly the information burglars want. Treating an address you visited as private information is not a formality — it is a safeguarding duty, and disclosing it may be a criminal offence as well as a breach of this agreement.
- Never save, export, photograph or screenshot a passenger's name, number, email or address.
- Never keep your own customer list built from platform jobs, in any format.
- Never share a passenger's details, journey, address or travel dates with anyone — including family, other drivers and other operators.
- Never photograph or film a passenger, their luggage, their home, their vehicle or their documents.
- Never post about a job, a passenger, a celebrity or VIP fare, or an address on social media — not even without a name.
- Never look a passenger up online, and never contact them on any channel after the job.
- Never discuss what a passenger paid, or any other passenger's booking, with anyone in the car.
- Never use a passenger's details for marketing, referrals, dating, lending, religion or politics.
- Dash-cam footage is for safety and insurance only: never share it, never post it, and provide it only to us, an insurer or the police on request.
- Keep your phone locked with a PIN or biometrics, keep the driver app account to yourself, and report a lost or stolen phone to us immediately.
6. Safety, fitness to drive, alcohol and drugs
Zero alcohol and zero recreational drugs before or during a shift. Not one drink, not the night before if you are still affected, and not anything that could show on a roadside test. If you are prescribed medication that causes drowsiness or affects your driving, you do not work until it is resolved with your GP.
Do not drive tired. Take proper breaks, do not stack long-distance jobs beyond what you can safely drive, and hand a job back rather than start it exhausted — we will always rather re-cover a job than have a driver fall asleep at the wheel.
Drive lawfully and smoothly at all times: no speeding to recover lost time, no phone in hand, no illegal parking to save a walk, no using bus lanes or box junctions, and no aggressive driving with a passenger aboard. Speeding fines, parking tickets and camera charges are yours to pay.
Report every incident to us immediately, however minor, and before the end of the shift: a collision, a near miss, a passenger injury, a vehicle fault, an aggressive passenger, a police stop, or an argument with an airport or terminal official. We will support you — but only if we hear it from you first.
If a passenger becomes abusive, threatening or unsafe, you may end the journey at a safe, well-lit, public location. Do not escalate, do not argue, do not touch them, and do not abandon anyone anywhere dangerous. Call our 24/7 line, and call 999 where there is any risk to anyone's safety.
7. Equality, assistance dogs and accessibility
You may not refuse, shorten, surcharge or degrade a job because of a passenger's race, nationality, religion, sex, gender identity, sexual orientation, disability, age or pregnancy. Doing so breaches the Equality Act 2010 and can cost you your licence as well as your place on the platform.
Assistance dogs must be carried, free of charge, with no exceptions and no questions asked. A medical exemption certificate for your licence is the only lawful ground for refusal, and it must be on file with us and displayed in the vehicle.
Where a passenger has a mobility need, help with the wheelchair, frame or luggage, allow extra time, and do not make the passenger feel rushed. Never charge more for the extra time or the loading — it is part of the job and it is already priced in.
8. Accepting jobs, punctuality and completing the journey
Accepting a job is a commitment. Once you accept, that passenger is yours: arrive early, wait out the full free waiting period, and never mark a job complete before you have delivered the passenger to the door.
Aim to be at the pickup ten minutes before the booked time — earlier for airports and cruise terminals. If you will be late for any reason, tell dispatch immediately so we can inform the passenger or re-cover the job. Silence is the one unacceptable response.
Do not cancel an accepted job except in a genuine emergency, and never cancel because the fare turned out shorter than you hoped, because the passenger has luggage, because they are paying by card, or because they have a child seat or an assistance dog. Persistent late cancellations, no-shows or selective refusals will end your access to the platform.
Record arrival, on-route and completion honestly in the driver app. Falsifying a status, a waiting time, an arrival, a mileage or a completion is treated as dishonesty and ends this agreement.
9. Fares, payouts and cash
The fare is set by our published tariff and quoted to the passenger before travel. You may not renegotiate it, add a charge, ask for more because of traffic or luggage, or suggest an off-platform price. Any charge for waiting time, extra stops or soiling is raised through the office with evidence, not collected in the car.
Where a booking is marked cash, collect exactly the quoted amount, offer a receipt, and record it in the app the same day. Cash collected on our behalf is held on trust for us and is reconciled against your payout.
Payouts are calculated per completed job and settled on our published payment run to the account you have registered. You are responsible for your own tax and National Insurance on everything you earn, and for invoicing where your circumstances require it.
Deductions may be made from a payout for a fare you collected but did not declare, a chargeback caused by your conduct, a fine incurred on a job, or damage you caused to a company-supplied vehicle. We will always tell you the reason and the amount before deducting.
10. Vehicle standards, tracking and lost property
Present a vehicle a passenger would be pleased to sit in: clean bodywork, valeted interior, empty boot, working air conditioning, no warning lights, no vaping smell, no personal branding, no stickers and no religious or political displays.
Location sharing must stay on while you are on duty. We use it to allocate the nearest driver, to tell a passenger where their car is, and to establish the facts if an incident is disputed. Location data is used for those purposes only, is not shared with passengers beyond live journey tracking, and is not used to monitor you when you are off duty.
Any item found in your vehicle must be reported to the office the same day and handed in — never kept, never used, never returned by arranging your own meeting with the passenger. Keeping a found item is theft, and it will be treated as such.
11. Investigations, suspension and removal
Where a complaint is made against you, we will suspend your access while we look into it, tell you what has been alleged, and give you a fair opportunity to give your account before we decide. Suspension during an investigation is a safeguarding measure, not a finding against you.
Some breaches end this agreement immediately, without warning: any sexual conduct, comment or approach toward a passenger; violence or threats; discrimination; keeping or sharing passenger data; taking work off-platform; dishonesty about a fare, a status or an incident; driving under the influence; carrying a passenger without valid licensing or insurance; or concealing an incident, arrest or charge.
Lesser breaches are handled proportionately — a conversation, then a written warning, then removal for repetition. We will always tell you what we decided and why.
Where an allegation involves a criminal offence or a safeguarding concern, we report it to the police and to your licensing authority. We will not withhold information from either to protect a driver, and we will not accept a resignation as a way of closing an investigation.
12. Confidentiality, insurance and general terms
Our tariffs, corporate account details, partner arrangements, passenger lists and dispatch information are confidential, and remain confidential after you stop driving with us. You may not use them to compete with us or to approach our customers or partners.
You are responsible for maintaining your own hire-and-reward insurance and for any excess or claim arising from your driving. You agree to indemnify us against losses, fines and claims caused by your breach of this agreement, your negligence or your breach of licensing law.
Either side may end this agreement at any time, with immediate effect for a serious breach. On ending it you must return any company property, stop using our branding, and permanently delete any passenger information still in your possession — including phone contacts, messages, photos and notes.
We may update these terms; we will notify you of material changes, and continuing to accept jobs confirms your acceptance. This agreement is governed by the laws of England and Wales.
Questions about anything in this agreement — including anything you are unsure how to handle on a job — call the 24/7 driver line or email hello@hampshiretaxi.com. Asking first is always the right call.
Questions about these terms?
Our team is available 24 hours a day — call, email hello@hampshiretaxi.com, or message us on WhatsApp.