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Operator Policies

Booking & Dispatch Policy

  • Bookings accepted via phone, website, or email.
  • Bookings must include passenger details, pickup, destination, fare, and special requirements.
  • All journeys are logged with driver allocation, dispatch, start, and end times.
  • Drivers must not accept direct or private bookings.
  • Records are stored for 12 months.

Driver Terms & Conditions

  • Drivers must hold valid TfL licences, MOT, insurance, and road tax.
  • Changes in licence, insurance, criminal, or medical status must be reported.
  • Drivers must act professionally and respectfully; vehicles must be clean and safe.
  • Prohibited: street hails, private jobs, and cash outside the system.
  • Drivers must follow TfL rules and cooperate with investigations; breaches may lead to suspension or termination.

Vehicle Policy

  • Vehicles must have valid PHV licence, MOT, insurance, and tax.
  • Vehicles must be clean, damage-free, smoke-free, and mechanically safe.
  • Daily checks: tyres, lights, brakes, fuel, seat belts, cleanliness.
  • Faults must be reported immediately; unsafe vehicles must not operate.
  • Replacement vehicles must be reported and documented; logs stored for 12 months.

No Unbooked Journeys Policy

  • Drivers must not accept street hails or direct passenger bookings.
  • No exchanging numbers for future trips or working privately using company branding.
  • All journeys must be pre-booked, logged, dispatched officially, and have driver allocation before starting.
  • Breaches can result in suspension, termination, and TfL reporting.

Ex-Offender Policy

Velvet Drivers Limited is committed to safe, fair, and responsible recruitment. We do not automatically reject applicants with previous criminal convictions. Each case is assessed individually, with passenger safety and compliance with TfL’s “fit and proper” requirements always taking priority.

Key principles:

  • We may request disclosure of criminal convictions where required by law or TfL.
  • All drivers must hold a valid TfL private hire driver licence and pass an enhanced DBS check.
  • When a conviction is disclosed, we consider:
  • • The nature and seriousness of the offence
  • • How long ago it happened
  • • Whether it is relevant to private hire work
  • • Evidence of rehabilitation and conduct since
  • We may refuse or remove a driver where offences involve violence, sexual offences, dishonesty, fraud, theft, drugs, alcohol, or anything that may affect passenger safety or TfL’s standards.
  • Any information about convictions is treated as confidential and handled securely.