Acceptable Use Policy

Acceptable Use Policy explains how Drive An services must be used responsibly, protecting users, data and systems while preventing misuse, fraudulent activity, account sharing and compliance.

Title

Last updated: October 2026

1. Purpose

2. Who This Policy Applies To

3. Responsible Use

4. Account Security

5. Fraudulent or Misleading Documents

6. Compliance Information

7. DVLA ADD Service

8. Prohibited Activities

9. Operators and Organisational Users

10. Personal and Confidential Information

11. Intellectual Property

12. Monitoring and Security

13. Breaches of This Policy

14. Fraud, Safeguarding and Serious Misconduct

15. Reporting Misuse or Security Concerns

16. Relationship With Other Policies

17. Changes to This Policy

18. Contact Us

1. purpose

This Acceptable Use Policy explains how you may use Drive An Limited's websites, mobile applications, digital platforms and related services.


Our services are designed to support drivers, operators and other users with taxi and private hire licensing, training and compliance. You must use our services lawfully, responsibly and only for their intended purposes.


This policy forms part of our Terms & Conditions.

2. who this policy applies to

This policy applies to anyone who accesses or uses a Drive An service, including:


- the Drive An mobile application;
- Drive An: Manage;
- Drive An websites and online services;
- driver licensing and compliance services;
- training and knowledge-test services;
- document and verification services;
- DVLA Access to Driver Data (ADD) functionality; and
- any other digital service provided by Drive An Limited.

3. responsible use

You must use Drive An services honestly and responsibly.


Information and documents you provide must, to the best of your knowledge, be accurate, genuine, current and relate to you or to another person or organisation you are properly authorised to act for.


You must not use Drive An to mislead a licensing authority, operator, regulator, DVLA or any other organisation.

4. account security

Your Drive An account is personal to you unless the relevant service expressly permits organisational or additional authorised users.


You must:


- keep your login details secure;
- use appropriate account security measures;
- not knowingly allow another person to use your personal account;
- not share passwords or security codes;
- notify us if you believe your account has been compromised; and
- keep your contact and account information reasonably up to date.
 

You are responsible for activity carried out through your account where you have knowingly allowed another person to access it, subject to applicable law.

5. fraudulent or misleading documents

You must not upload, submit, create or knowingly use false, altered, forged, stolen or misleading documentation through Drive An.


This includes, where applicable:


- driving licences;
- private hire or hackney carriage licences;
- vehicle licences;
- insurance certificates;
- MOT documents;
- medical documentation;
- DBS-related documentation;
- identity documents;
- bank statements;
- proof of address;
- right-to-work or immigration documents; and
- other licensing or compliance evidence.


You must not digitally alter a genuine document in a way that misrepresents its contents, validity, holder, expiry date or status.

6. compliance information

You must not attempt to manipulate, conceal, falsify or interfere with compliance information held or displayed through Drive An.


This includes attempting to:


- alter document expiry dates;
- conceal expired or invalid documents;
- falsify compliance confirmations;
- manipulate compliance scores or statuses;
- provide false information about licensing or driving status;
- interfere with complaints or reportable-change records; or
- deliberately provide information intended to produce an inaccurate compliance outcome.


Where you believe information is incorrect, you should use the appropriate correction or support process rather than attempting to alter or circumvent the system.

7. dvla add service

Where you use functionality connected with the DVLA Access to Driver Data (ADD) service, you must only provide accurate information and must not attempt to obtain another person's driving information without proper authority.


You must not:


- use another person's driving licence details;
- falsify a Data Protection Declaration;
- impersonate another driver;
- attempt to bypass ADD security controls;
- use information obtained through ADD for an unauthorised purpose; or
- attempt to access DVLA-sourced information that you are not authorised to view.


Use of ADD functionality is also subject to the ADD provisions contained within our Terms & Conditions and Privacy Policy.

8. prohibited activities

You must not use Drive An services to:


- commit or facilitate fraud or other unlawful activity;
- impersonate another person or organisation;
- provide deliberately false or misleading information;
- gain unauthorised access to accounts, systems or information;
- circumvent security, verification or access controls;
- introduce viruses, malware or malicious code;
- probe, scan or test our systems without authorisation;
- interfere with the operation or availability of our services;
- scrape, harvest or systematically extract information without permission;
- reverse engineer or attempt to copy protected elements of our software except where permitted by law;
- use automated tools or bots in a way that disrupts or abuses our services;
- infringe another person's privacy or intellectual-property rights;
- harass, threaten, abuse or discriminate against another person through our services; or
- use Drive An in any way that could reasonably compromise the security or integrity of our systems or other users' information.

9. operators and organisational users

Where an operator or organisation uses Drive An: Manage or another business service, it is responsible for ensuring that access is provided only to appropriately authorised users.
 

Organisational users must not use Drive An information for purposes unrelated to the service or their legitimate licensing, operational or compliance requirements.
 

Users must only access records they are authorised to access and must take reasonable steps to prevent unauthorised disclosure.

10. personal and confidential information

You must respect the privacy and confidentiality of information made available through Drive An.


You must not copy, disclose, distribute, sell or misuse another person's personal information unless you have a lawful and authorised reason to do so.


Our collection and processing of personal information is explained further in our Privacy Policy.

11. intellectual property

Drive An's software, platform design, branding, training materials, written content, databases and other protected materials may be owned by or licensed to Drive An Limited.


You must not reproduce, distribute, sell, commercially exploit or create unauthorised copies of protected Drive An materials except where expressly permitted by us or by law.

12. monitoring and security

Drive An may maintain appropriate system, access, security and audit records to protect our services, investigate suspected misuse and meet legal, regulatory and contractual requirements.


Where suspicious activity is identified, we may investigate the relevant account or activity in accordance with applicable law and our Privacy Policy.

13. breaches of this policy

If we reasonably believe this policy has been breached, we may take proportionate action depending on the nature and seriousness of the issue.


This may include:


- issuing a warning;
- requesting additional information or verification;
- restricting particular functionality;
- temporarily suspending access;
- removing inappropriate or fraudulent information;
- terminating access in accordance with our Terms & Conditions;
- preserving relevant evidence; or
- referring serious matters to an appropriate organisation or authority where lawful and necessary.


Where appropriate, we will consider the circumstances before taking action.

14. fraud, safeguarding and serious misconduct

Suspected fraud, identity misuse, safeguarding concerns, criminal activity or serious misuse of licensing or compliance information may require additional action.


Where lawful and appropriate, information may be provided to relevant bodies such as a licensing authority, DVLA, law-enforcement agency, safeguarding authority or other competent regulator.


Any disclosure of personal information will be handled in accordance with applicable data-protection requirements.

15. reporting misuse or security concerns

If you believe:


- your account has been compromised;
- someone is using Drive An fraudulently;
- a false document has been submitted;
- personal information has been accessed without authority; or
- you have identified a security concern,


please contact Drive An as soon as possible.


Providing sufficient information will help us investigate the matter effectively.

16. relationship with other policies

This Acceptable Use Policy should be read alongside our:


Terms & Conditions, Privacy Policy, Complaints Policy, and Equality & Diversity Policy, together with any additional terms applicable to a particular Drive An service.


If specific service terms impose additional requirements, those requirements will also apply.

17. changes to this policy

We may update this policy from time to time to reflect changes to our services, technology, security requirements, legislation or regulatory obligations.


The latest version will be published on the Drive An website.

18. contact us

If you have questions about this policy or wish to report suspected misuse of a Drive An service, please contact:


Drive An Limited
Customer Support & Compliance
Email: talktous@drivean.co.uk
Telephone: 0300 043 0731

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