Terms of Service

Definitions

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

“Booker” means the individual or organisation that makes a Booking, for themselves or another person.

“Customer” means the individual identified as the primary recipient of the transport service.

“Passenger” means any individual who travels or is intended to travel under a Booking.

“Passenger with Reduced Mobility” means a Passenger whose ability to use transport is reduced, temporarily or permanently, and who may require appropriate assistance or adaptation. This does not limit the meaning of disability under Jersey law.

“Paying Party” means the individual or organisation responsible for the fare and applicable charges.

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

“Extra Capability Charge” means an additional charge disclosed before confirmation where the Booker expressly requests an enhanced or specialist capability.

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

“Media Screen” means a passenger-facing screen or similar device in a Ryde vehicle displaying Ryde, community or third-party content.

“Student Discount Membership” means the optional paid membership governed by the separate Student Discount Membership Terms.

“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.

Company number 147521. Registered office: First Floor, Tower House, La Route es Nouaux, St Helier, Jersey JE2 4ZJ. Trading address: Unit 4, Cargo Centre, L’Avenue de la Commune, St Peter, Jersey JE3 7ZR.

Limitations on use of software

Software, information and data provided for Bookings remain Ryde’s or its licensors’ property. You must use them only for their intended purpose and must not copy, distribute, interfere with or disclose them without permission. We do not guarantee that software will always be uninterrupted, error-free or suitable for every requirement.

Responsibilities of the Booker, Paying Party and Passengers

The Booker confirms that they are entitled to make the Booking and have a reasonable basis for providing the information required to fulfil it. The Booker must take reasonable steps to ensure that pick-up, destination, contact, Passenger, access and vehicle information is accurate and complete.

The Paying Party is responsible for the fare and applicable charges. Each Passenger must comply with the conduct, safety and travel requirements in these Terms.

1. Registration and account security

You must register an account to use Ryde’s digital booking services and are responsible for keeping login credentials confidential. Activity through the account is treated as authorised by the account holder unless Ryde is told otherwise.

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

A Parent Subscriber may use their own account to book for a named Young Member under the Student Discount Membership Terms. This does not create an account for the Young Member or permit them to act as Booker before turning 18.

2. Accurate information

Information supplied for an account, Booking, Passenger or payment must be truthful, accurate and complete. The person providing a payment method must be entitled to use it.

The Booker must provide active contact details. Where appropriate, the Booker should also provide Customer or Passenger contact details so Ryde can manage the journey and send relevant updates.

3. Payment and pre-authorisation

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

For app Bookings, Ryde may place a temporary pre-authorisation hold above the estimated fare. After the journey, Ryde charges the actual final fare and requests release of any excess hold. Bank processing times vary.

If the final fare exceeds the authorised amount, the Paying Party must settle the balance using an agreed payment method. In-app payments are processed through integrated payment providers. Telephone or rank journeys may be paid to the Driver by an accepted method where offered.

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

4. Cancellations and no-show fees

• A cancellation fee of £6.83 applies if the Booker cancels after a Driver has been dispatched.
• No cancellation fee applies where Ryde cancels because of driver unavailability or another operational issue.
• An £15.75 no-show fee applies if the Driver attends, waits at least ten minutes beyond the scheduled time, makes reasonable contact attempts and the Passenger fails to attend or respond.
• Ryde may waive or adjust a fee after considering the circumstances, including relevant disability, mobility or communication factors.

5. Waiting time

The first five minutes at the agreed collection point are free. After that, the meter may run at the tariff applicable at the Booking time. Tell Ryde promptly if you expect delay. Reasonable additional boarding or alighting time required by a Passenger with Reduced Mobility will be considered individually and will not ordinarily be charged.

6. Fare quotations, tariffs and adjustments

General pricing and changes

Ryde’s fares use its published tariffs and pricing structure. Prices may vary by time, demand, location, vehicle, route, booking channel, availability, promotional pricing and other disclosed commercial arrangements. The final fare reflects distance, duration, waiting time and applicable additional charges.

Ryde may introduce, increase, reduce or otherwise change tariffs, base or mileage rates, waiting-time rates, Extra Capability Charges, cancellation or no-show fees, cleaning or damage charges and other journey-related charges from time to time, subject to applicable law and regulatory requirements. The rates applicable to a Booking will be those current at the relevant time, except where a valid fixed fare has already been accepted.

A discount, subscription or promotional entitlement does not lock in the underlying fare, tariff or charge for its duration. It applies to the eligible amount calculated using the rates applicable to the Booking.

Current maximum tariff schedule

The following maximum tariff settings apply at the publication date. Ryde may charge less, offer a fixed fare or apply a valid discount. The tariff and rates applicable to a Booking are those current at the relevant time, except where a valid fixed fare has already been accepted.

For an on-street journey, a £2 charge applies for the fifth and each subsequent Passenger.

All tariff rates and charges shown in these Terms are inclusive of GST at the prevailing rate (5% at the publication date). If the applicable GST rate changes, the GST-inclusive amounts payable may change accordingly.

Fare quotations

A quotation may be estimated or fixed and is valid only when given for the stated journey details. Extras are excluded unless expressly included.

Estimated fares

An estimate may change because of waiting time, extra stops, destination changes, traffic, road closures, safety or route changes, demand or other circumstances affecting the service actually provided.

Fixed fares

A fixed fare is payable for the journey described when accepted. Additional charges may apply for later changes, extra stops, parking or pass-through costs, extraordinary cleaning, damage or another item expressly excluded from the fixed fare.

Fare adjustments

Ryde may adjust a fare to reflect the service actually provided, including actual distance, time, route, demand and applicable additional charges. Contact us if you have a question about a calculation.

6A. Extra Capability Charges

An Extra Capability Charge applies only where the Booker expressly selects the enhanced or specialist capability and the charge is disclosed before confirmation. It does not apply where Ryde chooses to dispatch such a vehicle without it being requested.

Premium and XXL vehicles are limited and incur additional acquisition and operating costs. Wheelchair-accessible vehicles require specialist equipment and training. Drivers provide reasonable assistance within their training but cannot lift or carry a Passenger, provide personal care or clinical assistance.

Baby seats and pet transport are subject to availability and suitability. A £126 cleaning fee may apply for pet-related or other exceptional soiling. Assistance Animals are carried free of charge and are exempt from Extra Capability Charges and pet fees.

6B. Student Discount Membership

Ryde may offer an optional paid Student Discount Membership to eligible Members aged at least 16 and under 21. The separate Student Discount Membership Terms at ryde.je/student-terms govern eligibility, subscription, activation, recurring payments, renewal, cancellation and use of the discount. These Main Terms govern every Booking and journey.

A Member aged 18 to 20 may subscribe through their own Ryde account. A membership for a 16 or 17-year-old must be purchased and controlled by an adult parent, legal guardian or other person with parental responsibility through that adult’s Ryde account. The named Young Member must travel on a discounted journey, but the adult does not have to travel.

The adult must make the Booking, provide accurate Passenger and collection information, remain reasonably contactable and comply with Ryde’s safeguarding and unaccompanied-minor arrangements. The membership does not permit an under-18 to register an account or act as Booker.

If these Main Terms conflict with the Student Discount Membership Terms, the Student Terms take priority only for the membership and discount. These Main Terms take priority for transport, conduct, safety, fares and journeys.

7. Mapping and address accuracy

The app and dispatch system rely on third-party mapping and address information that may contain errors or omissions. The Booker must check location information and pins. Ryde is not responsible for delay, diversion or extra cost caused by inaccurate mapping or information supplied by the Booker, Customer or Passenger, except to the extent liability cannot lawfully be excluded.

8. Delays, disruptions and cancellation by Ryde

Ryde will use reasonable endeavours to fulfil Bookings but does not guarantee a start time or driver availability. Weather, traffic, road closures, demand, vehicle or driver availability and other disruption may cause reassignment, delay or cancellation. Ryde is not responsible for missed flights, ferries, appointments, alternative transport or other consequential cost, subject to liabilities that cannot lawfully be excluded.

9. Booking confirmation

An acknowledgement confirms receipt, not driver availability. A Booking is confirmed only when a Driver is assigned. Ryde may cancel an acknowledged request if no Driver becomes available or another operational issue occurs and will make reasonable efforts to notify the Booker.

10. Behaviour and conduct

Passengers must behave respectfully and must not threaten or abuse a Driver or other person, smoke or vape, deliberately damage or soil a vehicle, repeatedly misuse Bookings, interfere with safety equipment, tamper with a Media Screen or disconnect equipment. Ryde may refuse service and may suspend or terminate the relevant account after considering the circumstances.

11. Cleaning and damage fees

A cleaning fee of £126 may apply where a Passenger soils a vehicle or Ryde equipment beyond normal wear and professional cleaning is required. The Paying Party is also responsible for reasonable repair or replacement costs arising from damage beyond normal wear. Ryde will consider the circumstances and retain reasonable evidence. A corporate agreement may allocate responsibility differently.

12. CCTV, audio and safety

All Ryde vehicles are fitted with CCTV recording external images, internal images and internal audio for safety, security, safeguarding and incident management. A recording may occasionally be unavailable or incomplete because of hardware, settings, storage overwrite, power or another technical or operational issue. Appropriate notices are displayed.

Recordings are stored securely, accessed only for legitimate purposes and processed under the Privacy Notice. Rolling overwrite periods vary with storage capacity and vehicle usage. Ryde cannot guarantee that footage or audio exists or remains available for a particular journey.

12A. Passenger Media Screens and advertising

Ryde vehicles may contain silent Media Screens showing Ryde information, community messages and third-party advertising. A Passenger may ask the Driver to turn a screen off for the duration of their journey. The Driver will comply where reasonably practicable and safe to do so.

Ryde may switch off, remove or not deploy a screen because of a Passenger request, risk of tampering or damage, late-night or high-risk operations, battery preservation, vehicle maintenance, technical failure, cleaning, safety, regulatory requirements or another reasonable operational decision. Not all vehicles or screens will be in service at all times, including where there are fewer available Drivers or a vehicle is damaged, charging, repaired or otherwise unavailable.

Third-party content does not amount to Ryde endorsing the advertiser, product, claim or offer. A transaction with an advertiser is between the Passenger and advertiser. QR codes and links may lead to external services with their own terms and privacy information. Passengers choose whether to interact with them and should check the advertiser’s conditions.

13. Feedback and ratings

Ryde may invite ratings and feedback and use them to improve service and assess Driver performance. Feedback must not be offensive, malicious or defamatory.

14. Lost property

Contact Ryde promptly about an item left in a vehicle. Items may be held for up to 30 days and proof of identity or ownership may be required. Ryde is not liable for lost, stolen or damaged belongings, subject to liability that cannot lawfully be excluded.

15. Accessibility

Ryde will seek to accommodate Passengers with Reduced Mobility. The Booker should provide accurate mobility, wheelchair, communication and assistance requirements with an appropriate basis for sharing them. Ryde may request wheelchair dimensions and compatibility information. Current maximum access dimensions are width 800mm, length 1120mm (1040mm if carrying more than two seated passengers) and height 1370mm.

16. Misuse of service

Do not use Ryde unlawfully, fraudulently or abusively or interfere with systems, vehicles or equipment. Ryde may suspend or terminate an account where misuse is reasonably suspected, subject to appropriate review.

17. Liability

To the fullest extent permitted by law, Ryde’s liability arising from a specific Booking or journey is limited to the fare paid for that journey. Ryde is not liable for indirect or consequential loss, lost profit, business opportunity or goodwill. Nothing excludes liability for death or personal injury caused by negligence, fraud or another liability that cannot lawfully be excluded.

18. Data protection and privacy

Ryde processes information under the Data Protection (Jersey) Law 2018 and its Privacy Notice, including for Bookings, journeys, safety, payments, Student Memberships, CCTV, complaints and communications. A person providing information about another individual must have a reasonable basis for doing so.

19. Electronic communications

Ryde may communicate by email, SMS, push notification, app or another appropriate channel about Bookings, payments, memberships, safety and services. Promotional communications are sent only where permitted and may be opted out of. Ryde may contact a Passenger directly where their details are provided for management of the journey.

20. Amendments

Ryde may update these Terms to reflect service, pricing, legal, regulatory or operational changes. The current version and effective date will be published on the website and app. Material changes will be communicated appropriately. Separate paid memberships and Ryde Media contracts are changed only under their own terms.

21. Complaints and disputes

Raise complaints through the app, by email or telephone. Ryde will investigate fairly and promptly. Nothing restricts a statutory right to complain to a regulator, authority, tribunal or Jersey court.

22. Government QR feedback system

Ryde vehicles display the Government of Jersey feedback QR code. Information submitted through that service goes to DVS and is not controlled or moderated by Ryde.

23. Governing law and jurisdiction

These Terms and related non-contractual obligations are governed by Jersey law. The Jersey courts and tribunals have jurisdiction.

24. General provisions

If a provision is invalid, it will be modified or severed to the minimum extent required and the remainder continues. A delay in enforcement is not a waiver. A waiver must be in writing.

25. Intellectual property

Ryde’s website, app, software, brands and content belong to Ryde or its licensors. Island Ryde is a UK registered trademark owned by Island Ryde Limited. No right to copy, reproduce, distribute or create derivative material is granted except as expressly permitted.

25A. Ryde Media

Advertising, sponsorship, creative and fleet-media services purchased by a business are governed by the separate Ryde Media Advertising Terms at ryde.je/ryde-media-terms and the relevant Campaign Order Form. Those business terms do not form part of a Passenger’s transport contract merely because advertising is displayed during a journey.