Mona Taxis Zero Tolerance Policy
Effective Date: 27 July 2026
1. Purpose
Mona Taxis is committed to providing a safe, respectful and professional environment for all passengers, drivers, employees, contractors and members of the public.
We operate a Zero Tolerance Policy towards violence, abuse, harassment, discrimination, intimidation and any behaviour that places the safety or wellbeing of others at risk.
This policy applies to all services provided by Mona Taxis, including bookings made through our website, mobile applications and telephone booking service.
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2. Scope
This policy applies to:
* All passengers
* All drivers
* Employees
* Contractors
* Visitors
* Anyone communicating with Mona Taxis by telephone, email, social media or in person
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3. Unacceptable Behaviour
The following behaviour will not be tolerated:
Violence
Including but not limited to:
* Physical assault
* Attempted assault
* Fighting
* Throwing objects
* Damaging vehicles or property
* Threatening physical harm
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Verbal Abuse
Including:
* Swearing directed at another person
* Insults
* Aggressive shouting
* Offensive language
* Threatening behaviour
* Repeated abusive telephone calls
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Harassment
Including:
* Bullying
* Intimidation
* Stalking
* Sexual harassment
* Unwanted physical contact
* Persistent unwanted communication
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Discrimination
Mona Taxis has zero tolerance for discrimination based on:
* Race
* Nationality
* Ethnic origin
* Religion or belief
* Disability
* Age
* Sex
* Sexual orientation
* Gender reassignment
* Pregnancy or maternity
* Marriage or civil partnership
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Criminal Behaviour
Including:
* Theft
* Fraud
* Criminal damage
* Possession of illegal drugs
* Possession of offensive weapons
* Any criminal offence committed during the use of our services
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Damage to Property
Any deliberate or reckless damage to:
* Vehicles
* Driver property
* Passenger property
* Company equipment
may result in recovery of repair costs and legal action.
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Misuse of the Service
Examples include:
* Making false bookings
* Repeated no-shows
* Fraudulent payment methods
* Deliberately providing incorrect information
* Misusing promotional offers
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4. Driver Responsibilities
Drivers are expected to:
* Treat passengers professionally
* Be polite and respectful
* Drive safely and lawfully
* Maintain confidentiality
* Report incidents immediately
* Comply with all licensing conditions
* Follow Mona Taxis policies at all times
Drivers must never:
* Use abusive language
* Discriminate against passengers
* Harass customers
* Accept illegal payments
* Drive under the influence of alcohol or drugs
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5. Passenger Responsibilities
Passengers are expected to:
* Treat drivers respectfully
* Wear seat belts where required
* Avoid behaviour that distracts the driver
* Pay the agreed fare
* Keep vehicles reasonably clean
* Follow reasonable instructions given by the driver
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6. Alcohol and Drugs
Drivers must never operate a vehicle while impaired by alcohol or drugs.
Passengers who are excessively intoxicated or whose behaviour presents a safety risk may be refused travel or the journey may be terminated where it is safe and lawful to do so.
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7. Smoking and Vaping
Smoking and vaping are prohibited inside all Mona Taxis vehicles unless otherwise permitted by law.
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8. Consequences of Breaching this Policy
Anyone who breaches this policy may face one or more of the following actions:
* Refusal of service
* Immediate termination of the journey
* Suspension or permanent closure of a customer account
* Removal from the Mona Taxis platform
* Driver suspension pending investigation
* Driver contract termination
* Recovery of repair or cleaning costs
* Reporting the incident to the relevant licensing authority
* Reporting the incident to the police where appropriate
* Civil or criminal legal action
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9. Reporting Incidents
Drivers and passengers are encouraged to report any incident as soon as possible.
Reports should include:
* Date and time
* Booking reference (if available)
* Description of the incident
* Supporting photographs or evidence where available
Reports can be submitted by contacting:
Email: info@monataxis.co.uk
Telephone: 01244 728205
Website: www.monataxis.co.uk
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10. Investigation
All reported incidents will be investigated fairly and confidentially.
Where necessary, Mona Taxis may:
* Interview drivers or passengers
* Review booking records
* Review GPS journey information
* Review communication records
* Share information with the police or licensing authorities where legally required
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11. Confidentiality
Information relating to incidents will only be shared with those who require it for investigation, safeguarding or legal purposes.
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12. Policy Review
This policy will be reviewed periodically and may be updated to reflect changes in legislation or business operations.
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Contact
Mona Taxis
Website: www.monataxis.co.uk
Email: info@monataxis.co.uk
Telephone: 01244 728205
WhatsApp: 07737 244549