Accessibility Statement

1. Booking with us

You can book by phone, on this website, or in our app. If one of those does not work for you, another will — and the phone line is always there. Nobody has to use the app to get a taxi.

When you book, tell us what you need. We can record a requirement for a wheelchair-accessible vehicle, extra time or assistance at pickup, a child seat, or a driver who can help with luggage. That requirement travels with the booking to the driver.

2. Assistance dogs

Assistance dogs are always welcome, at no extra charge, and no notice is needed.

Refusing to carry an assistance dog is a criminal offence under the Equality Act 2010 unless the driver holds a medical exemption certificate, which must be displayed. If a driver refuses you, please report it to us using the contact details at the bottom of this page — we will investigate and take it seriously, and you can also report it to our licensing authority.

3. Our vehicles

Our fleet includes wheelchair-accessible vehicles. Please book ahead where you can so we can make sure one is available at the time you need it.

Drivers are required to give reasonable assistance with luggage, and with getting into and out of the vehicle, at no additional charge.

4. This website and our app

We aim to meet Web Content Accessibility Guidelines 2.2 at Level AA. We are partially conformant: most of the site meets it, and some parts do not yet.

What works: the site can be used with a screen reader and by keyboard alone; the booking form is properly labelled; the address search can be operated with the arrow keys and announces its suggestions; the fare is announced when it appears; text resizes with your browser or phone settings; and the site works in light and dark themes.

What does not, yet: live vehicle tracking is shown on a map, and the driver's position and estimated arrival are not currently available as text. If you need to track a journey without a map, call us and we will tell you where the car is.

Our app has not yet been fully tested end to end with TalkBack or VoiceOver. If you use one and hit a problem, please tell us — that is genuinely the fastest way it gets fixed.

5. Tell us when something does not work

Use the contact details at the bottom of this page. Put "Accessibility" in the subject if you are emailing.

It helps if you tell us what you were trying to do, which page or screen, and what assistive technology you use — but you do not need to know any of the technical terms. "I could not book a taxi with my screen reader" is a complete and useful report.

We will reply within five working days, tell you whether we can fix it and when, and if we cannot fix it quickly we will offer another way to do what you were trying to do.

6. If we get it wrong

If you are not happy with how we have responded, you can contact the Equality Advisory and Support Service, or complain to the local authority that licenses us.

We would rather hear from you first, and put it right.