Terms of Service

Definitions

“Booking” means a request for a journey submitted to Ryde through the Ryde app, website, telephone service, corporate portal or any other approved booking channel.

“Booker” means the individual or organisation that makes or submits a Booking to Ryde, whether for themselves or on behalf of another person. The Booker may be a Passenger, employer, hotel, care provider, government department or another authorised third party.

“Customer” means the individual identified by the Booker as the primary recipient of the transport service. The Customer will ordinarily also be a Passenger but may not be the Booker or Paying Party.

“Passenger” means any individual who travels, or is intended to travel, in a Ryde vehicle under a Booking. This includes the Customer and any other person travelling as part of the same Booking.

“Passenger with Reduced Mobility” means a Passenger whose ability to use transport is reduced, temporarily or permanently, because of a physical, sensory, intellectual or other impairment, age, injury, pregnancy or another condition, and who may require appropriate assistance or adaptation when travelling. This is an operational definition and does not limit the meaning of disability under the Discrimination (Jersey) Law 2013.

“Paying Party” means the individual or organisation responsible for paying the fare and any properly applicable charges. The Paying Party may be the Booker, Customer, Passenger, corporate account holder or another third party.

“Driver” means a suitably licensed driver authorised by Ryde to fulfil a Booking.

“Extra Capability Charge” means an additional charge, disclosed before the Booking is confirmed, that applies where a Booker expressly requests a vehicle or service with an enhanced or specialist capability.

“Assistance Animal” means an animal trained to assist a disabled person.

“we”, “us” and “our” mean Island Ryde Limited, trading as Ryde.

“you” and “your” refer to the Booker, Customer, Passenger or Paying Party, as the context requires. Where a provision creates a payment obligation, it applies to the Paying Party. Where it concerns conduct, safety or travel, it applies to each Passenger.

Company Registration Number: 147521

Registered Office: First Floor, Tower House, La Route es Nouaux, St. Helier, JE2 4ZJ, Jersey

Trading Address: Unit 4, Cargo Centre, L’Avenue de la Commune, St Peter, Jersey, JE3 7ZR

Limitations on Use of Software

All software, information, and data provided by us for making bookings remain our property at all times and are considered confidential. You agree that you will use our software only for its intended purpose and will not copy, distribute, or disclose it to any third party. We do not guarantee that the software will always function uninterrupted or error-free, nor that any information obtained through the software will be accurate or meet your requirements.

Responsibilities of the Booker, Paying Party and Passengers

The Booker confirms that they are entitled to make the Booking, whether for themselves or on behalf of the Customer and any other Passengers, and that they have a reasonable basis for providing Ryde with the information required to fulfil it.

The Booker is responsible for ensuring, so far as reasonably practicable, that the booking information provided to Ryde is accurate and complete, including the pick-up location, destination, contact details, number of Passengers and any relevant access or vehicle requirements.

The Paying Party is responsible for the fare and any properly applicable charges associated with the Booking. Each Passenger is responsible for complying with the conduct, safety and travel requirements contained in these Terms.

By using Ryde's services, you acknowledge and agree to the following:

1. Registration and Account Security

You must register an account with Ryde to use our digital booking services. You are responsible for keeping your login credentials confidential.

Any activity undertaken through your account is assumed to be authorised by you. Ryde is not liable for any unauthorised use of your account or any charges incurred as a result of such use.

An individual must be at least 18 years old to register a Ryde account or act as the Booker. A Passenger may be under the age of 18 where the Booking is made by a responsible adult or an authorised organisation, subject to Ryde’s applicable safeguarding and unaccompanied-minor arrangements.

2. Accurate Information

The Booker must take reasonable steps to ensure that all information provided in connection with the Booking is truthful, accurate and complete.

The person providing a payment method must be entitled to use it. The Paying Party is responsible for ensuring that the fare and any properly applicable charges are paid.

The Booker is responsible for providing accurate and active contact details for the Booking. Where appropriate, the Booker should also provide contact details for the Customer or Passenger so that Ryde can send journey updates or contact them in connection with the Booking.

3. Payment and Preauthorisation

The Paying Party must pay the full fare and any properly applicable charges for each completed journey.

For app bookings, Ryde may place a temporary pre-authorisation hold on your chosen payment card above the estimated fare when you book. After the trip is completed, we will charge your card the actual final fare, and any excess hold amount will be released. Typically, holds are released within 24 hours, but timing may vary depending on your bank.

Where the final fare exceeds the pre-authorised amount and Ryde is unable to obtain further payment authorisation, the Paying Party must settle the outstanding balance using a payment method agreed with Ryde. The Paying Party is responsible for ensuring that the full fare and any properly applicable charges are paid.

Payments for in-app bookings are processed securely via integrated payment processors.

If you book a ride by phone or hire a Ryde vehicle from a public taxi rank, you may pay the driver directly at the end of the journey, either in cash or using the SumUp card machine.

By providing or authorising a payment method, the Paying Party authorises Ryde to charge that payment method for the fare and any properly applicable charges disclosed under these Terms or during the Booking process.

4. Cancellations and 'No Fare' Fees

• If the Booker cancels a Booking after a Driver has been dispatched, a cancellation fee of £6.50 will be charged to the Paying Party or the payment method associated with the Booking.
• If Ryde cancels a Booking because of driver unavailability or another operational issue, no cancellation fee will be charged.
• If the Driver arrives at the agreed pick-up location, waits at least ten minutes beyond the scheduled pick-up time, makes reasonable attempts to contact the Booker, Customer or Passenger, and the Customer and other Passengers fail to attend or remain unresponsive, an £8 no-show fee will be charged to the Paying Party or the payment method associated with the Booking.
• Ryde may waive or adjust a cancellation or no-show fee after considering the individual circumstances, including any relevant disability, mobility or communication-related circumstances.

5. Waiting Time

The first five minutes that a Driver waits for the Customer and other Passengers at the agreed pick-up location are free of charge.

After the first 5 minutes free, the meter may begin to run under the tariff rates at the booking time.

If you anticipate a delay in meeting your driver, please inform us via the App or by contacting the Ryde support team via 666333 as soon as possible to help avoid unnecessary waiting time charges.

Reasonable additional boarding or alighting time required by a Passenger with Reduced Mobility will be considered individually and will not ordinarily be treated as chargeable waiting time.

6. Fare Quotations and Adjustments

General Pricing

Ryde’s fares are based on our published tariff rates and pricing structure. Fares may vary according to factors such as the time of day, level of demand, location, vehicle type, and route taken. The final fare for a journey will reflect the actual distance travelled, the duration of the trip (including any waiting time), and any additional charges (for example, Extra Capability Charges, cleaning fees, etc.) that may apply.

Ryde publishes its maximum tariff charges. The actual fare shown may be lower in price than the maximum depending on factors such as booking channel, time of day, day of week, driver availability, vehicle availability, supply and demand, promotional pricing, app-only pricing or other commercial pricing arrangements.

Fare Quotations

We may provide you with a fare quotation at the time of booking. Quotations may be labelled as either an estimated fare or a fixed fare and are based on our pricing system at the time of the quote. Note that any fare quote is only valid at the time it is given and for the specific journey parameters provided; the same quote may not be available at a later time or if the journey details change. Quotations do not include additional charges ("extras") unless explicitly stated.

Estimated Fares

If you receive an estimated fare quote, it is an approximation based on mileage and anticipated travel time. The actual fare may be higher or lower than the estimate. Factors that can cause the final fare to differ from an estimated quote include, but are not limited to:

• Additional waiting time incurred during the journey.
• Changes or additions to the journey (for example, if you ask the driver to make extra stops or if you change the destination during the trip).
• Route deviations due to circumstances such as roadworks, road closures, traffic congestion, or if the driver takes an alternative route for safety, efficiency, etc.

Fixed Fares

If you receive a fixed fare quote, this is the price you will pay for the journey as described at the time of booking, provided the trip goes as planned. However, certain additional charges may apply on top of a fixed fare in specific situations, including but not limited to:

• If you make changes to the journey while en route (for example, adding extra stops or changing the destination).
• If the journey incurs extra costs like parking fees, or similar charges that were not included in the original quote (Ryde’s system attempts to account for common fees, but not all scenarios can be anticipated).
• If the vehicle requires extraordinary cleaning at the end of your trip due to something that occurred during your ride.

Fare Adjustments

Ryde reserves the right to adjust the fare of your trip to accurately reflect the actual service provided. This means the fare you are charged will take into account the actual distance, time, route, demand for service, and any applicable additional charges associated with your completed journey. We strive to ensure fare adjustments are fair and transparent; if you have any questions about a fare calculation, please contact us.

6A. Extra Capability Charges

Ryde operates vehicles with different capabilities and specifications. A Booker may expressly request an enhanced or specialist vehicle on behalf of the Customer or Passengers through the Ryde app or another approved booking channel. Where an additional vehicle capability is selected, the applicable Extra Capability Charge will be disclosed before the Booking is confirmed and will be payable by the Paying Party.

An Extra Capability Charge will not apply where Ryde elects to dispatch an enhanced or specialist vehicle without that vehicle type having been expressly requested by the Booker.

The following Extra Capability Charges currently apply:

• Premium Vehicle – £6.50
• Wheelchair Accessible Vehicle (eWAV) – £6.50
• Vehicle with Baby Seat Capability – £6.50
• XXL / 7-Seater Vehicle – £10.40
• Basic Pet Transport – £6.50

These charges reflect the additional cost, limited availability, and operational requirements associated with providing enhanced vehicles or specialist equipment.

Premium and XXL Vehicles

Premium and XXL vehicles are limited in number and incur additional acquisition, maintenance and operational costs. The applicable Extra Capability Charge reflects the enhanced specification, capacity and allocation requirements of those vehicles.

Wheelchair-Accessible Vehicles

Ryde’s wheelchair-accessible vehicles are specialist vehicles that are limited in number and incur additional acquisition, equipment, maintenance, training and operational costs. The applicable Extra Capability Charge is applied by reference to the vehicle type expressly selected, irrespective of the reason for selection, and contributes towards maintaining a safe and commercially sustainable wheelchair-accessible fleet.

Accessibility

Where the Booker requests a wheelchair-accessible vehicle for a Passenger, Ryde will dispatch an appropriately equipped vehicle operated by a Driver who has completed Ryde’s applicable eWAV training and competency requirements. Drivers will provide reasonable boarding, wheelchair securement and alighting assistance within the scope of their training but cannot lift or carry a Passenger, provide personal care or provide clinical assistance.

A Passenger may travel while seated in a compatible wheelchair or may choose to transfer into a passenger seat. A Passenger will not be required to transfer out of their wheelchair. Where the Passenger chooses to transfer, the wheelchair will only be carried in the luggage compartment where it can be safely accommodated and secured.

Baby Seat Capability

Where a baby seat is requested, an Extra Capability Charge of £6.50 applies. This charge reflects the additional time and effort required for the driver to collect, install, and safely secure the baby seat prior to the journey. Baby seats are provided subject to availability and must be requested at the time of booking. There is no additional cost if the Booker, Customer or Passenger provides a suitable baby seat.

Pet Transport

Ryde offers basic pet transport for an additional charge of £6.50. This service is intended primarily for essential journeys, such as veterinary visits, or for transporting small, well-controlled pets (including small lap dogs). Pet Transport is not a general or unrestricted service. Ryde reserves the right to refuse carriage of pets where, in the driver’s reasonable judgement, the animal is likely to soil the vehicle, cause damage, or create a hygiene issue. This includes, by way of example, heavily moulting animals or pets that are wet, sandy, or muddy (such as animals recently at the beach). If a journey results in the vehicle requiring professional cleaning due to pet-related soiling (including excessive hair, odour, or mess), a cleaning fee of £120 will apply in accordance with Section 11 (Cleaning and Damage Fees).

Assistance Animals

Assistance Animals accompanying disabled Passengers will be carried free of charge and are exempt from Extra Capability Charges and Pet Transport fees. Ryde will not require formal certification where the animal’s assistance role is apparent, although reasonable clarification may be requested where it is not.

7. Mapping and Address Accuracy

Ryde’s app and dispatch system rely on third-party mapping and open-source address data which, due to its nature, contain errors, omissions, or outdated information. These inaccuracies may result in incorrect or imprecise pick-up or drop-off locations, unexpected routing, or variations in estimated journey times or distances.

The Booker is responsible for providing accurate pick-up and destination information and should check the location pins before confirming the Booking. Where the Booker is making the Booking remotely, the Customer or Passenger should be asked to confirm the precise collection point where reasonably practicable.

Ryde is not liable for any delays, route diversions, or additional costs that arise from mapping errors or incorrect/incomplete address information provided by the Booker, Customer or Passenger.

8. Delays, Disruptions, and Cancellations by Ryde

Ryde will always endeavour to fulfil bookings in a timely and reliable manner; however, we do not guarantee specific journey start times or driver availability in every instance.

Ryde is not liable for any losses or damages arising from delays or lateness, including missed or delayed flights or ferries, missed appointments, or other consequences or charges related to a delayed pickup or arrival. Customers are advised to book with sufficient time margins for important appointments or connections.

If an unexpected disruption occurs that affects your booking (for example, severe weather, road closures, or sudden driver unavailability), Ryde will make reasonable efforts to inform you as soon as possible. In such cases, we may need to cancel the booking or reassign it to an alternative driver, which may result in delays.

If Ryde faces a delay, or must cancel your booking or is unable to fulfil it, we will not be responsible for any costs or losses you incur as a result of making alternative transportation arrangements (for example, if you drive yourself to your destination as a result of a major delay or cancellation and incur parking fees, or use another transport service). This also includes delays or cancellations that result from traffic, road closures, customer-provided location errors or other operational disruption.

9. Booking Confirmation

Booking acknowledgements, driver allocation notices and cancellation notifications will normally be sent to the Booker using the contact details associated with the Booking. Where Passenger contact details have also been provided, Ryde may send relevant journey updates directly to the Passenger.

When you place a booking request through the Ryde app, you will initially receive an acknowledgment (for example, a message saying “We’ve got your booking and will let you know when a driver is dispatched”). This acknowledgment confirms that we received your request, but it is not a guarantee that a driver will be available.

If a booking is made over the telephone or via email, you may not receive digital confirmation that your booking is received.

A booking is considered confirmed only when a Ryde driver has been assigned to your trip. If booking via the Passenger App you will receive a notification when your ride is dispatched/confirmed. You may not receive a digital notification that a driver has been assigned to your trip if the booking was made via telephone or email.

In some cases, after acknowledging your request, Ryde may be unable to assign a driver due to high demand or other operational issues. We reserve the right to cancel a booking request after the acknowledgment stage if no driver becomes available or due to other operational reasons. If this occurs, we will notify you as soon as possible.

10. Behaviour and Conduct

Each Passenger is expected to behave respectfully and courteously towards the Driver, Ryde staff and other Passengers.

The following behaviours (among others) are prohibited while using Ryde services: abusive, aggressive, or threatening language or actions; eating or drinking in the vehicle without the driver’s permission; smoking or vaping in the vehicle; deliberate damage to the vehicle; and making repeated unnecessary bookings and cancellations or no-shows. Such inappropriate or disruptive conduct will not be tolerated.

Ryde may refuse service to a Passenger engaging in misconduct. Where appropriate, Ryde may also suspend or terminate the account used to make the Booking after considering the circumstances and the involvement of the account holder.

For clarity, Ryde holds its drivers to similarly high standards of conduct and customer service. If you experience any misconduct from a driver, please report it to us. You can make a complaint directly on the Ryde app or by emailing our customer support, or by calling us.

11. Cleaning and Damage Fees

Where the Customer or another Passenger causes a vehicle to require emergency or specialist cleaning, the applicable cleaning charge will be payable by the Paying Party, subject to Ryde considering the circumstances and retaining evidence of the cleaning requirement.

Where a separate corporate account agreement applies, responsibility for cleaning or damage charges will be determined in accordance with that agreement.

If you damage or soil the vehicle beyond normal wear and tear, you are responsible for the cost of repairs or professional cleaning. You agree that upon Ryde’s request, you will cover the reasonable costs of repairing any such damage or cleaning the vehicle.

12. CCTV and Safety

Some Ryde vehicles are equipped with CCTV and, where specifically identified, audio recording equipment for safety, security and incident-management purposes. Appropriate notices will be displayed in vehicles where recording takes place. Recordings will be processed in accordance with Ryde’s Privacy Notice and applicable data-protection law.

CCTV footage, where installed, is used to enhance the safety of passengers and drivers and to monitor service quality, in accordance with Ryde’s Privacy Notice.

Recorded footage is stored securely and is accessed or disclosed only in compliance with applicable law (for example, to investigate an incident or when required by law enforcement or regulatory authorities).

13. Customer Feedback and Ratings

After each journey, you may be given the opportunity to rate your driver and provide feedback through the Ryde app or other Ryde-provided channels. We encourage honest feedback as it helps us maintain high service standards.

Your ratings and comments may be used internally for driver performance evaluations and to improve our services.

You must not submit feedback that is offensive, obscene, vicious or defamatory. Ryde reserves the right to remove or ignore feedback that violates these standards, and accounts posting such feedback may be suspended or terminated.

14. Lost Property

If a Passenger leaves an item in a Ryde vehicle, the Passenger, Customer or Booker should contact Ryde as soon as reasonably practicable. Ryde will hold onto lost-and-found items for up to 30 days.

You will need to arrange with Ryde to collect any lost item. Ryde may require proof of ownership or identity before returning an item.

Ryde is not liable for any personal belongings that are lost, stolen, or damaged during your ride or while in our vehicles. Any retrieval of items is offered as a courtesy service to our customers.

15. Accessibility

• Ryde is committed to providing accessible transport options and will seek to accommodate Passengers with Reduced Mobility and Passengers with other access requirements.
• The Booker should provide any relevant mobility, wheelchair, communication or assistance requirements when making the Booking. Where the Booker is acting on behalf of another person, they should consult the Customer or Passenger and provide accurate information with their knowledge or permission.

Ryde may contact the Booker, Customer or Passenger where further information is reasonably required to confirm that the proposed vehicle and equipment are suitable and safe for the journey. Where wheelchair-accessible transport is requested, the Booker, Customer or Passenger must provide accurate information about the wheelchair when reasonably requested, including its dimensions and any relevant compatibility information. Ryde will use that information to assess whether the wheelchair and Passenger can be transported safely in the available vehicle. The applicable maximum access dimensions are:

• Width 800mm
• Length 1120mm (restricted to 1040mm if transporting more than 2 seated passengers)
• Height 1370mm

16. Misuse of Service

You agree that you will not use Ryde’s services for any unlawful, fraudulent, or abusive purpose. This includes refraining from any behaviour that could damage, disable, overburden, or impair our systems or that would compromise the integrity or security of our services.

Ryde reserves the right to suspend or terminate your account immediately and without notice if we suspect that you have engaged in fraudulent activity, abuse of the service, or any violation of these Terms.

17. Liability

To the fullest extent permitted by law, Ryde’s total liability to you for any loss, damage, or claim arising out of a specific ride or booking - whether in contract, tort (including negligence), or otherwise - shall not exceed the amount of the fare you paid for that ride.

Ryde is not liable for any indirect, incidental, or consequential losses or damages. This includes, for example, lost profits, loss of business opportunity, loss of goodwill, or any other secondary loss that may result from using our services or from any cancellation, delay or disruption.

Nothing in these Terms and Conditions is intended to limit or exclude any liability that cannot be limited or excluded under applicable law. In particular, we do not limit or exclude liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation, or any other liability that cannot by law be limited or excluded.

18. Data Protection and Privacy

Ryde collects and processes personal data from users in accordance with the Data Protection (Jersey) Law 2018 and our Privacy Policy. Our Privacy Policy (available on our website and app) explains what information we collect, how we use it, and how we safeguard it.

Ryde processes personal information for the purposes and on the lawful bases described in its Privacy Notice, including managing Bookings, delivering and improving its services, protecting passengers and Drivers, complying with legal obligations and communicating about journeys.

Where a Booker provides personal information about a Customer or Passenger, including information concerning mobility or access requirements, the Booker must have a reasonable basis for sharing that information with Ryde. Ryde will process the information only as described in its Privacy Notice and as reasonably necessary to manage and fulfil the Booking.

19. Electronic Communications

By creating an account with Ryde or using our app/website, you agree that we can communicate with you electronically regarding your bookings and our services. This includes receiving communications via email, text message (SMS), push notification, and/or through the Ryde app.

Ryde will use electronic communications to provide information concerning Bookings and its services, including booking confirmations, receipts and Driver arrival updates. Ryde may separately send promotional communications where permitted by law and in accordance with the recipient’s marketing preferences. Promotional communications may be opted out of at any time.

Ryde will normally communicate with the Booker or account holder. Ryde may communicate directly with a Customer or Passenger where their contact details have been provided and the communication relates to the management or fulfilment of the Booking.

20. Amendments to Terms

Ryde may update or modify these Terms and Conditions from time to time (for example, to reflect changes in our services, changes in applicable laws, or improvements in our operations). When we make changes, we will update the “last updated” date on the Terms posted on our website/app.

The latest version of our Terms and Conditions will always be available on the Ryde website and mobile application. It is your responsibility to review the current Terms periodically. If you continue to use our services after any updates to the Terms have been made, such continued use will constitute your acceptance of those changes.

21. Complaints and Dispute Resolution

A Booker, Customer, Passenger or Paying Party may raise a complaint or concern about a Booking, journey, charge or aspect of Ryde’s service. If you have a complaint or concern about our service or a particular journey, please notify us through the available channels. You can submit complaints or feedback through the Ryde app, by emailing our customer support, or by calling us.

We aim to resolve complaints fairly and promptly. Our team will investigate your complaint and respond with our findings or proposed resolution.

• If we are unable to resolve a complaint through our internal process, the complainant may refer the matter to any relevant regulator, authority, tribunal or other competent body in Jersey. Nothing in these Terms restricts any statutory right to make a complaint or bring proceedings.

22. Government QR Code Feedback System

In line with government initiatives to improve taxi services, all Ryde vehicles display an official Government of Jersey QR code for passenger feedback. Scanning this QR code allows you to rate your ride or provide feedback directly to the Driver and Vehicle Standards (DVS) authority.

Feedback submitted via this government-run QR code system is transmitted to DVS and is not controlled or moderated by Ryde. This is an independent channel for you to provide candid feedback or lodge service complaints directly with the regulator. You may choose to use the DVS feedback system in addition to, or instead of, Ryde’s internal feedback channels.

The QR code feedback is optional for passengers, but we encourage constructive feedback to help maintain high standards across the industry. Any issues reported through the DVS system may be reviewed by the regulatory authorities and could result in follow-up action or contact where appropriate.

23. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, are governed by the laws of Jersey, Channel Islands.

Any such claim will be heard and decided by the appropriate court or tribunal in Jersey under Jersey law.

24. General Provisions

Severability

If any provision (or part of a provision) of these Terms is found by a court or competent authority to be illegal, invalid, or unenforceable, that portion shall be deemed severed from the Terms. The remaining provisions (and the remainder of the affected provision, if applicable) will continue in full force and effect, as allowed by law.

No Waiver

If we do not insist immediately that you perform any obligation under these Terms, or if we delay taking action against you for any breach of these Terms, this does not mean that we have waived our rights or that you are no longer required to comply with that obligation. Any waiver of rights must be agreed to by Ryde in writing.

25. Intellectual Property Rights

All content and materials made available through Ryde’s website, mobile application, and software are the intellectual property of Ryde or its licensors, and are protected by copyright, trademark, and other applicable laws. Island Ryde is a trademark (with "Island Ryde" being a UK registered trademark owned by Island Ryde Limited). You are not permitted to copy, reproduce, distribute, or create derivative works from any content from our site or app without our prior written consent. All rights not expressly granted to users in these Terms are hereby reserved by Island Ryde Limited.

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