This document sets out the policies and procedures of KC-RIDES , a licensed London PHV Operator, in accordance with the Private Hire Vehicles (London) Act 1998 and the Private Hire Vehicles (London) (Operators’ Licences) Regulations 2000.

Booking Policy

All bookings are accepted directly by the Operator. Bookings are only allocated to TfL-licensed drivers and vehicles. The Operator confirms responsibility for both the acceptance and fulfilment of each booking.

Transportation Services Policy

The Operator is legally responsible for the provision of the journey arising from each booking. Liability for the transportation services rests with the Operator, not the individual driver.

Complaints Policy

All complaints must be directed to the Operator. Complaints may be made by email, telephone, or in writing. A complaints log is maintained, and each complaint is investigated and resolved promptly.

Cancellation Policy

Passengers may cancel bookings by contacting the Operator directly. Where applicable, cancellation charges are communicated to passengers at the time of booking.

Fares and VAT Policy

Fares are agreed or calculated at the time of booking. Payments may be made to the Operator or to the driver on behalf of the Operator. Where applicable, VAT is charged and accounted for in compliance with HMRC requirements.

Compliance Statement

KC-RIDES confirms that all procedures are consistent with the Operator’s statutory obligations under the 1998 Act and the 2000 Regulations, including Regulation 9(14).