Fares and receipts for London PHV drivers

Fares cause more arguments than almost anything else in private hire. The handbook's section on fares is short, but it sets out who is responsible for what. This guide turns it into a practical routine and flags the points where the handbook leaves a gap that only your operator can fill.

Who sets the fare

The handbook states that TfL has no power to set or control the fares charged by PHV operators. It still says it is important that customers understand the fare they will be charged. For that reason the operator is responsible for either agreeing a fare with the passenger or giving an accurate estimate before the journey begins. Operators must also record the agreed or estimated fare as part of the booking details; see what operators must record.

That means you are not the person who normally negotiates the price. If a passenger asks you to quote a fare on the spot, send them back to the booking.

When the job changes

The handbook lists three changes that affect the fare:

• The passenger changes the destination.
• The passenger asks you to pick up extra passengers.
• The passenger has extra luggage.

In each case you should tell your operator as soon as it is safe to do so. The operator can then update the fare or the estimate. The words "as soon as it is safe" matter. Do not phone while driving. Stop in a legal place first, or use hands-free if your operator's system supports it and the law allows. Our phone and sat nav guide explains the legal limits.

Be clear before you set off

Under "protecting yourself", section 4 recommends being clear with the passenger about exactly where you are taking them, the route, how long it is likely to take and what the fare will be before the journey starts. It also suggests letting the operator know about any booking change, so the operator can tell the passenger the new fare. The handbook says these steps should reduce the risk of disagreements.

When a passenger disagrees or cannot pay

The handbook does not give a procedure. It says you should check with your operator what to do if a passenger disagrees with the fare or is unable to pay at the end of the journey. Do that check before the first time it happens. Ask:

• Who do I call, and how fast will someone answer?
• May I take any payment on the spot, and in what form?
• What record should I keep?
• Am I ever expected to settle the dispute myself?

If the argument turns angry, put safety first. Our guide on difficult passengers sets out calm-down steps from the handbook.

Receipts

On receipts the handbook says only that you should check with your operator what the arrangements are for giving them out. It does not say what a receipt must contain or who must issue it. Do not invent a rule. Ask your operator, and keep your own note of each job, which helps for your own accounts. The earnings calculator on this site works from your own figures and makes no tax claims.

Passengers who need extra help with money

Section 8 says to tell the passenger clearly how much the fare is. It adds that when you give change to a vision-impaired passenger you should count the coins and notes into their hand, and that you should offer to help if someone seems to have trouble counting change. See the equality duties guide for the rest of those tips. For wheelchair users, the handbook says a driver of a designated wheelchair accessible vehicle must not charge extra because the passenger uses a wheelchair, and the same applies to assistance dogs. See our guide to wheelchair passengers and assistance dogs.

A simple fare routine

1. Check the fare or estimate on the booking before you start.
2. State the destination and rough time to the passenger.
3. If anything changes, stop safely and tell your operator.
4. Confirm the new fare when the operator updates it.
5. At the end, state the fare clearly.
6. Follow your operator's process on disputes and receipts.

What this guide cannot tell you

The handbook does not cover tips, cash handling, card payments, surcharges or how a fare is calculated. We do not guess. For licensing costs, which are separate from fares, see the fees overview.

Where this comes from

Handbook section 3 (Fares), section 4 (Protecting yourself) and section 8 (Assisting passengers; Designated wheelchair accessible PHVs; Assistance dogs). Checked on 2 October 2026.