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Legal

Terms of Service

Last updated 3rd January 2024

Island RYDE Limited Terms and Conditions

Your use of our services indicate that you agree to the terms and conditions set below.

Definitions

  • "we", "us", and "our" refers to Island RYDE Limited (trading as "Ryde"), a UK registered trademark
  • "you ", "your " and "user" refers to the person booking a journey via the site or software
  • "Driver" refers to the Driver that is selected for your journey
  • "As Directed" refers to a journey where no destination is specified

Limitations on Use of Software

All software, information, and data provided by us and used by you to make a booking remains at all times the property of us and is considered as Confidential Information. You warrant that no copyrighted details of the software will be used other than for the purpose it is intended for and will not be copied or passed on to third parties at any time. We do not warrant that your use of the software will be uninterrupted or error-free; or that the software and/or the information obtained from the software will be accurate or meet your requirements.

Warranties

You guarantee that you have the authority to enter into this agreement and to use our software in accordance with the terms and conditions of this agreement. You agree to be financially responsible for all of your use of our software as well as for the use of your name and payment method to pay for services and products purchased using our Software or Site by members of your household, including minors living with you, and if you have administrative roles with your employer for which you create bookings for other people such as colleagues. You also warrant that all information supplied by you or members of your company, organisation, or household in using our Site or Software is true and accurate. You agree to indemnify us for any breaches of the foregoing warranties.

Terms of Service

These terms and conditions apply to the booking service provided by Island RYDE Limited. By using our service:

  • Registration and Account Security: You must be registered with us to use the service. You are responsible for the security of your login credentials. We will not be liable for any unauthorised bookings made on your account.
  • Accurate Information: You promise that all information provided by you is true, accurate, and up to date at all times. Payment details provided must be accurate, and you must have the authority to use these details to pay for the services.
  • Payment Obligations: You are required to make full payment when we provide services to you. We may offer options to facilitate this payment. You are responsible for all bookings made using your account, and we will not be liable for any costs incurred due to unauthorised use of your account.
  • Misuse of Service: You will only use the service to make bookings you intend to fulfil. If we suspect misuse, we reserve the right to disable your account without prior notice.
  • Prohibited Actions: You must not use the service for any unlawful purpose, including but not limited to knowingly introducing viruses, trojans, or attempting to gain unauthorised access to the site or its systems.
  • Price Movements: Prices may fluctuate based on factors including, but not limited to, tariff rates, the routing taken by drivers, driver-preferred routes, incorrect routing via the maps used in the app, and other reasons. Ryde reserves the right to adjust fares accordingly, and you accept that final charges may differ from initial quotations.
  • Mapping Accuracy: The maps used by Ryde are based on an open-source database, which may contain inaccuracies, leading to incorrect pick-up or drop-off locations or routing errors. Ryde accepts no liability for any such errors, and any fare increase resulting from these issues will be the responsibility of the user.
  • Delayed Trips and Cancellations: Ryde will not be liable for any losses incurred due to delayed trips, including but not limited to missed flights or appointments. Customers are responsible for ensuring they book their journeys with sufficient time to reach their destinations. In the event of last-minute cancellations due to circumstances such as overbooking or the inability to cover a booking, Ryde will endeavour to provide at least one hour's notice for pre-bookings. However, ASAP bookings may not be able to be covered, and such jobs may be rejected.
  • Booking Confirmation: When you request a job via the app, you will receive a notification stating, "We've got your booking. We'll let you know when we've dispatched a driver." This notification does not guarantee that the job has been accepted. A driver may not always be available, and Ryde will notify you if a driver cannot be found for your booking. This is important for managing expectations, and customers should understand that a booking request does not equate to an automatic confirmation.
  • CCTV Use: By using our service, you consent to the use of CCTV in vehicles where installed, in accordance with Ryde's privacy notice, which is available on our website. CCTV is used for security and safety purposes.
  • Behavioural Standards: Ryde will not tolerate inappropriate customer behaviour. This includes, but is not limited to, abusive language or actions, eating or drinking in the vehicle, smoking, vaping, or any other misconduct. Ryde reserves the right to refuse service and may block or limit your ability to make future bookings if such behaviour occurs.
  • Cleaning Fees: If a customer is sick or otherwise causes the vehicle to require an emergency professional cleaning, a fee of £120 will be charged. This fee is payable immediately, and Ryde reserves the right to block or limit your ability to make future bookings if this payment is not promptly made.
  • Amendments to Terms: We may amend these terms and conditions to reflect changes in our services. You will be informed of any such changes.
  • Journey Ratings: We offer the facility to rate your journey upon completion. This feedback helps us maintain a high standard of service. Any ratings deemed obscene, threatening, abusive, or malicious will be deleted, and the associated account may be suspended.

Quotations

We offer the facility to provide a quoted amount. These quotes will either be shown as estimated or fixed fares. These quotations do not include any extras (more detail below). The price given in the quotes is based on our current pricing systems. These quotations are only accurate at the moment of obtaining them; we cannot guarantee that the same price will be available at another time:‍

  • Estimated Fares: Estimated fares are mileage-based and may vary depending on numerous factors such as:some text
    • If waiting time is applicable to the journey.
    • If you make changes to the quoted journey once inside the vehicle, for example, if you add a via or change the destination.
    • If the journey deviates from the system's suggested route due to external factors such as roadworks, or if your driver suggests an alternative route due to congestion.
  • Fixed Fares: Fixed fares are sometimes generated. However, your driver has the ability to add extra charges that are applicable in a number of circumstances, including but not limited to:some text
    • If you make changes to the quoted journey once inside the vehicle, for example, if you add a via or change the destination.
    • If there are fees such as toll charges or car parking fees. Ryde will try to incorporate these fees into their pricing system, although due to the variety of possibilities, this cannot be guaranteed at the current time.
    • If the vehicle requires cleaning after your journey.

Payment

For all cash bookings, you agree to pay the driver the final amount based on the pricing scheme unless you cancel the booking.

Refund Policy

We only take payment after the completion of a journey. Due to this mechanism, a refund will not be given since the service will have already been provided. If you have any complaints regarding the service, please call us on our telephone number as shown in the app and on our webpage.

Electronic Communications

All communications with us will be done electronically whenever you use software provided by us or send emails to us. You agree to receive communications from us via email or through a notification in our software. All communications from us will be regarding your journeys or promotions that relate to our service.

General

If a Clause of the Agreement is determined by any court or other competent authority to be unlawful and/or unenforceable, the other Clauses of the Agreement will continue in effect. If any unlawful and/or unenforceable Clause would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the Clause will continue in effect (unless that would contradict the clear intention of the parties, in which case the entirety of the relevant Clause will be deemed to be deleted).

The Agreement will be governed by and construed in accordance with the laws of England and Wales; and the courts of England will have exclusive jurisdiction to adjudicate any dispute arising under or in connection with the Agreement.

Copyright Notice.

All contents of our software and site are copyrighted © 2017 GPC Computer Software Limited, all rights reserved. The UK trademark "Island Ryde" is owned by Island Ryde Limited.