Last updated: 1 July 2026
User Guidelines
Simple standards that keep every journey respectful, safe and reliable for passengers, drivers and couriers alike.
Contents
1. Respect and Safety
These guidelines apply to passengers, drivers, couriers, account holders and anyone using Fivestar Minicab services. They are intended to support safe, respectful and lawful interactions.
2. Passenger Responsibilities
Provide accurate pickup, destination and contact information.
Be ready at the agreed pickup point and check the vehicle before entering.
Wear a seat belt and ensure children use legally appropriate restraints.
Treat drivers, vehicles and other passengers respectfully.
Do not smoke, vape, consume illegal drugs or carry prohibited items.
Do not distract the driver or ask them to break traffic or licensing laws.
Tell the driver about spills, damage or a need for urgent assistance.
Pay valid fares and charges shown in the app or agreed through the platform.
3. Driver and Courier Responsibilities
Use only approved accounts, vehicles and documents.
Follow road traffic, licensing, insurance and working-time obligations.
Confirm the correct passenger or parcel before starting.
Provide reasonable assistance and comply with equality obligations.
Keep personal information and journey details confidential.
Never discriminate, threaten, harass or retaliate against a user.
Do not drive while using a handheld device, impaired or dangerously fatigued.
4. Prohibited Conduct
Violence, threats, harassment, hate speech or sexual misconduct.
Discrimination based on protected characteristics or disability.
Fraud, payment abuse, false accounts or manipulation of bookings.
Weapons, illegal goods or unsafe parcel contents.
Sharing account access or impersonating another person.
Recording or publishing personal information unlawfully.
Using the platform to facilitate crime or evade law enforcement.
5. Enforcement
Fivestar Minicab may warn, restrict, suspend or permanently deactivate accounts; withhold or reverse invalid transactions; preserve evidence; and report matters to regulators, licensing authorities, insurers or law enforcement where lawful and appropriate.
Questions about these guidelines? Contact our support team.