Wheelchair Assistance
Currently our vehicles can only accommodate folding wheelchairs that can be placed in the rear of the vehicle. Our drivers will provide assistance when required to help you in and out of the vehicle and with the loading and unloading of any wheelchair.
Non-discrimination policy
Moonicar does not tolerate discrimination against riders or drivers based on:
- Race
- Religion
- National origin
- Disability
- Sexual orientation
- Sex
- Marital status
- Gender identity
- Age
Such discrimination includes, but is not limited to, refusing to provide or accept services based on any of these characteristics.
Assistance Dog Policy
UK law prohibits private hire vehicle drivers from:
- denying service to riders with assistance dogs because of the presence of the assistance dog; and
- from otherwise discriminating against riders with assistance dogs (such as by requesting additional money from the rider),
unless the driver has a valid medical exemption from their licensing authority.
Any driver who has been found to engage in discriminatory conduct in violation of the legal obligation to carry an assistance dog will be reported to the relevant licensing authority in line with local licensing conditions.
If a driver holds a valid exemption certificate from their licensing authority, this certificate must be exhibited in their vehicle in compliance with the law.
What is an assistance dog?
Under the Equality Act 2010: “assistance dog” means—
- a dog which has been trained to guide a blind person;
- a dog which has been trained to assist a deaf person;
- a dog which has been trained by a prescribed charity to assist a disabled person who has a disability that consists of epilepsy or otherwise affects the person’s mobility, manual dexterity, physical coordination or ability to lift, carry or otherwise move everyday objects;
- a dog of a prescribed category which has been trained to assist a disabled person who has a disability (other than one falling within paragraph (c)) of a prescribed kind.
There are multiple types of assistance dogs, and thousands of people rely on assistance dogs to help them with their day to day activities. Please remember:
- Not only blind people use assistance dogs.
- Assistance dogs should be allowed to sit in the footwell, with the passenger.
- A driver cannot lawfully deny service to riders unless they have a valid exemption from their licensing authority. This means that drivers cannot refuse service to riders for other reasons, such as allergies or a dislike or fear of dogs (unless these are covered by an exemption certificate). Exemptions are only available for medical reasons.
- It is not a legal requirement for an assistance dog to wear a harness, coat, tag, or lead slip. There is also no legal requirement for riders to provide proof to drivers of their assistance dog’s status, or to register their dog.
How to report an assistance dog complaint
If a rider has an issue related to their assistance dog including, for example, issues regarding ride cancellations, or harassment, they can report the issue to Moonicar complaints@moonicar.co.uk Moonicar specialised support teams will investigate the issue and take appropriate action in accordance with the Moonicar Driver Agreement and this Assistance Dog Policy.