Island Ryde Limited Terms and Conditions

Your use of our services constitutes your agreement to the following Terms and Conditions.

Definitions

"we", "us", and "our": Refers to Island Ryde Limited (trading as "Ryde"), the company that operates the Ryde service and owns the UK-registered trademark "Island Ryde".

"you", "your", and "user": Refers to the person booking and/or using a journey via the Ryde website, app, or any Ryde booking channel.

"Driver": Refers to the driver selected for your journey providing services on behalf of Ryde.

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.

Warranties by the User

You warrant that you have the legal authority to enter into this agreement and to use our software and services in accordance with these Terms and Conditions. You agree to be financially responsible for all uses of our services under your account or in your name. This includes any bookings or charges incurred by members of your household (including minors), or by any other persons you allow to use your account (such as colleagues if you make bookings for them or on behalf of an organisation). You further warrant that all information you or anyone in your household, organisation, or company provides to us via our site or software is true, accurate, and up to date. You agree to indemnify us against any breach of these warranties.

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.
• You must be at least 18 years old to register an account or book a journey with Ryde.

2. Accurate Information

• All information you provide to Ryde must be truthful, accurate, and kept up to date at all times.
• You must have the legal right to use any payment method (credit card, debit card, corporate account etc.) that you add to your Ryde account or use to pay for a booking.
• You are responsible for ensuring that your contact details (such as phone number and email address) are correct and active so that we can send you booking confirmations, updates, and important notifications about your journeys.

3. Payment and Preauthorisation

• Full payment is due for every journey you take with Ryde. The fare for each completed journey must be paid in full.
• For app bookings, Ryde may place a temporary pre-authorisation hold on your chosen payment card slightly 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).
• 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 Sum Up card machine.
• By using Ryde, you authorise us to charge your selected payment method automatically for the ride fare and any additional applicable fees (for example, waiting time fees or cleaning charges).

4. Cancellations and Fees

• If you cancel your booking after a driver has already been dispatched to you, a cancellation fee of £5 will be charged.
• If Ryde has to cancel your booking (for instance, due to driver unavailability or operational issues), you will not be charged for the cancellation.
• If the driver arrives at the pickup location and waits at least 10 minutes beyond the scheduled pickup time, makes reasonable attempts to contact you, and you fail to show up or are unresponsive (a "no-fare"), a £5 no-fare fee will be charged to your pre-authorised payment method.
• Ryde reserves the right to waive or adjust cancellation and no-fare fees in its discretion under exceptional circumstances.

5. Waiting Time

• The first 5 minutes that a driver waits for you at the pickup location are free of charge.
• After the first 5 minutes, a waiting time fee of £1 per minute may be charged until the vehicle departs or the ride is cancelled.
• 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.

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, 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, cleaning fees) that may apply.

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 tolls, parking fees, or similar charges that were not included in the original quote (Ryde's system attempts to account for common tolls and 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, 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.

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.

You are responsible for providing correct and precise addresses for your pickup and destination. Please double-check the drop pin locations you enter when booking to ensure accuracy and provide your full address (including building name/number, road name, parish, and post code) within the notes section of your booking.

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 user.

8. Delays, Disruptions, and Cancellations by Ryde

• Ryde will always endeavour to fulfill 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 flights, missed appointments, or other consequences of 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 major delays.
• If Ryde faces a major delay, or must cancel your booking or is unable to fulfill 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 and incur parking fees, or use another transport service).

9. Booking Confirmation

• 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

• Passengers are expected to always behave in a respectful and courteous manner towards their driver and any Ryde staff.
• 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 reserves the right to refuse service to anyone engaging in misconduct, and we may suspend or terminate your Ryde account due to such behaviour.
• 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.

11. Cleaning and Damage Fees

• If you, or anyone in your party, causes the vehicle to require an emergency or special cleaning (for example, due to illness, pets moulting, or spilling food/drinks), you will be charged a cleaning fee of £120. This fee is payable immediately and is intended to cover the cost of taking the vehicle out of service for cleaning.
• 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

• For safety and security purposes, some Ryde vehicles are equipped with CCTV cameras (audio and/or video recording devices). By riding with Ryde, you consent to any such recordings that may take place inside the vehicle during your journey.
• 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 you leave behind any personal items in a Ryde vehicle, please contact us as soon as possible. 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 offering accessible transportation options. We strive to accommodate passengers with disabilities or special requirements.
• If you require any specific accommodations (for example, if you need a wheelchair-accessible vehicle or assistance with mobility), please indicate your needs at the time of booking. This ensures we can dispatch an appropriate vehicle or make necessary arrangements to support your journey.

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 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.
• By using Ryde's services, you consent to the collection, use, and retention of your personal information as described in our Privacy Policy. This information is used for purposes such as providing and improving our services, ensuring safety and security, complying with legal obligations, and communicating with you about your bookings and our services.

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.
• We will use electronic communication to send you information pertinent to your use of our service, such as booking confirmations, receipts, driver arrival updates, and notifications of promotions or service updates. You acknowledge that all such electronic communications satisfy any legal requirement that communications be in writing.

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

• Ryde is committed to customer satisfaction. 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 to your satisfaction through our internal process, you may refer the matter to the relevant regulatory authority in Jersey (such as the Driver and Vehicle Standards department, DVS) for further review or mediation.

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.
• You agree that any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of Jersey. This means that if you ever have a legal claim against Ryde (or vice versa) in relation to these Terms or the services, such claim will be heard and decided only by the courts of 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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