What should I do if a passenger has a pet?
All chauffeurs are legally required to transport assistance dogs (unless they have a medical exemption noted on their Private Hire license). Failure to accept an assistant dog without an exemption will result in permanent deactivation from the Wheely platform and notification to TfL.
Should the passenger have a pet with them, please do everything to accommodate it. Any animal classed as a domestic pet is accepted on Wheely journeys; this includes but is not limited to cats, dogs, and rabbits.
Transporting pets is part of our luxury service and chauffeurs are expected to accommodate this unless they have an exemption noted on their private hire license.
On occasions when you have accepted or reserved a journey when a pet is present and you have an allergy, please contact the Customer Service team and they will assist the passenger in finding another vehicle. Please never leave a passenger without ensuring alternative Wheely transport has been arranged.
If you require assistance if a pet has caused any mess in your vehicle, please refer to and follow these steps so that we can support you best.