Looking after the vehicle
Passengers are expected to treat the vehicle and driver respectfully. Normal use is included in the fare; excessive contamination, deliberate misuse or damage is not.
- No smoking or vaping
- Seat belts must be worn where legally required
- No feet on seats or interior trim
- Food and open drinks may be restricted
- All passengers and luggage must match the booking
- Children must use a suitable customer-supplied restraint
Cleaning and damage charges
| Situation | Charge | When it applies |
|---|---|---|
| Excessive dirt, mud, food or drink contamination | From £50 | Where cleaning beyond the normal turnaround between bookings is required. |
| Vomit, urine, blood or other bodily fluids | From £150 | Where specialist cleaning, disinfection or vehicle downtime is required. |
| Professional valeting or specialist treatment | Actual invoiced cost | Where the required work costs more than the standard minimum charge. |
| Customer-caused damage | Actual repair or replacement cost | For damage to upholstery, trim, carpets, doors, seat belts, charging equipment or other vehicle parts. |
| Vehicle unavailable for work | Reasonable evidenced loss | Where customer-caused contamination or damage prevents the vehicle from completing other bookings. |
Charges are based on the condition of the vehicle, the cleaning or repair required and any supporting invoice or evidence. The minimum charges above are not a penalty and may be increased where the actual reasonable cost is higher.
Responsibility
The person making the booking is responsible for the conduct of everyone travelling under that booking and may be charged for contamination or damage caused by any member of the group.
Refusal or termination of travel
EA Executive may refuse to begin a journey, or may end it at a safe and lawful location, where continuing would be unsafe, unlawful or likely to cause damage.
- Aggressive, threatening, abusive or discriminatory behaviour
- Excessive intoxication or inability to travel safely
- Smoking or vaping inside the vehicle
- Refusal to follow lawful safety instructions
- Passenger numbers exceeding the confirmed booking
- Unsafe child restraints or failure to use seat belts
- Undeclared luggage or items that cannot be carried safely
- Illegal activity or behaviour placing the driver, passengers or vehicle at risk
Where a journey is refused or ended because of passenger conduct, any refund will depend on the circumstances, costs already incurred and the applicable booking terms.