RIDENUFF LTD Safety and Conduct Policy

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This policy outlines the mandatory safety and professional conduct standards for all RIDENUFF LTD users (Riders and Drivers), ensuring compliance with the Private Hire Vehicles (London) Act 1998, the Public Carriage Office (PCO) conditions, and Transport for London (TfL) regulations.

1. Zero Tolerance and Non-Discrimination

RIDENUFF LTD operates a strict zero-tolerance policy for the following, which may result in immediate and permanent account deactivation:

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• Drugs and Alcohol

  • Drivers must not consume alcohol or drugs while working or immediately prior to beginning work. Riders must not use illegal drugs in the vehicle.

• Discrimination

  • Strictly prohibited on the basis of race, religion, gender, disability, sexual orientation, or any other protected characteristic.

• Aggression/Violence

  • Physical, verbal, or written aggression, harassment, threats, or unwanted sexual contact directed towards any user or RIDENUFF LTD staff is strictly forbidden.

• Non-Assistance

  • Drivers must offer reasonable assistance to all passengers, including those with mobility issues or assistance animals.

2. Driver Obligations and Professional Conduct

As a licensed Private Hire Operator, RIDENUFF LTD requires the following from all contracted drivers:

• Licensing: Drivers must hold a current, valid PHV driver licence issued by TfL, and the vehicle must hold a valid PHV vehicle licence.

• Fitness to Drive: Drivers must be in a fit condition to drive safely, free from impairment due to fatigue, illness, or medical conditions.

• Vehicle Standards: Vehicles must be clean, roadworthy, and maintained to the standard required by TfL licensing conditions at all times.

• Route and Fare Integrity: Drivers must follow the route requested by the rider or determined by the app, and the fare charged must correspond to the accurate pre-booked rate.

• Reporting Incidents: Drivers must immediately report any serious incidents (accidents, passenger disputes, criminal activity) to RIDENUFF LTD and the relevant authorities, in compliance with TfL reporting obligations.

• Immediate Reporting: Any property found by a driver in a vehicle must be reported to RIDENUFF LTD immediately.

3. Rider Obligations and Account Safety

Riders are expected to respect the driver, the vehicle, and the service conditions:

• Respectful Conduct: Treat drivers and their vehicles with respect. Damage to vehicles will result in charges to the rider.

• Compliance: Riders must follow all applicable laws (e.g., seatbelt use).

4. Safety Technology and Support

RIDENUFF LTD provides multiple channels to ensure safety and compliance during and after a trip:

• Emergency SOS Button: The mobile application provides an emergency SOS button which, when activated, immediately contacts emergency number provided by the user.

• Live Tracking Share: Riders have the option to share their live trip tracking with a trusted contact for increased personal safety.

• Voice Customer Response (VCR): Ride Nuff maintains a dedicated landline number available during all operational hours to handle immediate queries, complaints, and safety-related reports.

• Data Reporting: All safety-related incidents, complaints, and technological alerts are recorded and used for continual service improvement and regulatory reporting to TfL.

5. Lost Property Policy

This policy governs the handling of property found by drivers or reported as lost by riders, in compliance with TfL requirements.

5.2 Rider Obligations (Lost Property)

• Storage Period: Property reported as lost will be securely stored by RIDENUFF LTD for a maximum period of two (2) weeks from the date it was found.

• Return Arrangement: If arrangements are made to return the lost property to the customer, RIDENUFF LTD reserves the right to charge a reasonable delivery fee to cover the costs associated with the return.

• Unclaimed Property: Property unclaimed after two weeks will be handled in accordance with TfL guidelines for disposal.