RideTandem Usage Terms
These terms are in two parts: Part A applies to booking and cancellation and Part B applies to journeys.
About RideTandem
RideTandem creates transport options for places where traditional public transport is inadequate, inaccessible, or expensive to subsidise.
RideTandem works in partnership with local, licensed transport providers, including taxi and coach companies, to create a new form of shared transport. Journeys are booked through RideTandem’s app and are then carried out by a local licensed operator.
RideTandem helps book and manage affordable shared journeys, but we don’t employ any drivers and we don’t own any vehicles. We’re here to help make it easy to book, pay for and share your journeys.
Definitions
“App“– refers to our mobile Rider app (available on iOS and Google Play stores).
“Operator” – refers to transport partners (such as coach or taxi companies) which carry out journeys on behalf of RideTandem.
“Route” – refers to a number of predefined pickup and drop off stops. A route may be restricted to users that belong to a certain Organisation.
“Organisation” – An employer, staffing agency, educational institution or any other group for whom RideTandem is running the service.
“RideTandem” refers to us, CollectiveTech Limited, a company registered in England and Wales with the registered number 11908428 and with the registered address at International House, 24 Holborn Viaduct, London, England, EC1A 2BN.
Part A: Booking and Cancellation
Booking
Unless otherwise agreed by the user’s organisation, no user may board a vehicle without a ticket. Operators reserve the right to refuse carriage to users who do not have evidence of a booking in the form of either an app or valid boarding pass.
You can make bookings directly via the RideTandem App. For some routes, bookings can be made on your behalf by your organisation. In this case, you will be notified of your booking in one of the following ways: via the Organisation which made the booking, an SMS from RideTandem, or a push notification via the App.
Bookings can be made and/or amended up to an hour before scheduled pickup time. You acknowledge and agree that if you wish to cancel your booking, you must do so more than an hour before departure, otherwise you will still be charged.
Whilst RideTandem will use reasonable efforts to give you prior notice of any changes to a booking, including the scheduled pickup time or location, you agree that RideTandem may have to change pickup times or otherwise alter booking details prior to the scheduled pickup time, and shall have no liability to you in the event that such changes are required.
Fares
Fares are available at the time of booking, and prices are fixed per trip. Fares are determined by the Organisation who has arranged the transport and may be subject to change from time to time – current pricing will always be available via the app. Fares are inclusive of all taxes and booking fees.
Payment
Your payment details are securely saved during the booking process. If your journey has an associated fare, you will be charged for your bookings after the relevant journey has been completed.
We can only accept payment via debit or credit card via the RideTandem app. We cannot accept cash payments or any other alternative payment method.
RideTandem may charge you for multiple, completed bookings in a single invoice. If you have provided your email address, the invoice detailing the bookings that you have been charged for will be sent to you via email.
In the event that you fail to make payment to us in relation to a booking, we reserve the right to deny you further usage of our service until the payment has been settled.
In the event we identify suspected fraudulent use of our app and/or attempts to evade payment of monies owed, then RideTandem reserves the right to ban you from using the app and/or service whilst we investigate the matter. We will attempt to recover any owed payment in full and reserve the right to report such activity to the police and/or your Organisation.
Cancellation and modifications
Unless explicitly stated, you must give RideTandem at least 1 hour’s notice if you wish to cancel a journey, and must do so via the app. We reserve the right to charge you if you do not cancel with more than 1 hour’s notice.
No shows
RideTandem reserves the right to charge the full fare if you fail to show for a confirmed booking.
Technical Requirements
The app may only be accessible when used with certain devices and operating systems. It is your responsibility to ensure that your mobile device meets these minimum requirements.
You will also require an internet connection to access the service and will be responsible for all data charges incurred.
As part of the sign up and login process, you must have an active mobile number in order to receive a verification SMS.
You are responsible for enabling notifications from the app to ensure you can receive up to date information about your bookings.
Part B: Passenger Journeys
Departure Times
RideTandem will use reasonable endeavours to ensure that the Operator’s vehicle will arrive 5 minutes before the scheduled pickup time, unless otherwise communicated. The Operator’s vehicle will depart at the time notified to you in respect of a particular journey. You agree that RideTandem has no liability to you if you are not at the pickup point in good time to board the vehicle.
Seating Capacity
Standing within the vehicle is not permitted unless the vehicle has designated standing capacity which is clearly signposted in the vehicle and the driver has instructed you to stand. If the vehicle is at capacity, you will not be permitted to board.
Conveyance of Animals
No animals other than registered assistance dogs may board on the vehicle without our prior agreement in writing.
Conduct of Passengers
You are required to be courteous and considerate to the driver and other passengers, and to comply with any policies drawn to your attention by the driver or by way of notices on the vehicle. You must also comply with any conduct requirements indicated by the transport provider.
In the event that you breach any of the above obligations, the operator’s representative may stop the vehicle and ask you to exit. You agree that you shall not be entitled to any refund in such circumstances, and that RideTandem reserve the right to suspend your account or ban your further use of the app and/or service where you fail to abide by these conduct requirements.
You should not attempt to distract the driver whilst the vehicle is in motion unless in the event of an emergency.
We ask all passengers to use headphones or similar when listening to audible content through any device whilst travelling on the vehicle, as to not distract the driver or disturb other passengers.
Seatbelts
Where seatbelts are provided, you must use them.
Damage, soiling and vandalism
In the event of the vehicle being damaged or soiled beyond normal use then you are responsible for this and RideTandem reserves the right to charge you should the vehicle require additional cleaning or repair as a result of your acts.
In the event of deliberate vandalism then you are responsible for this and we reserve the right to charge you should the vehicle require additional cleaning or repair as a result of your acts. We also reserve the right to ban you from using our app and/or services in the future and report such acts to the police.
Driver’s discretion
These terms are in two parts: Part A applies to booking and cancellation and Part B applies to journeys.
About RideTandem
RideTandem creates transport options for places where traditional public transport is inadequate, inaccessible, or expensive to subsidise.
RideTandem works in partnership with local, licensed transport providers, including taxi and coach companies, to create a new form of shared transport. Journeys are booked through RideTandem’s app and are then carried out by a local licensed operator.
RideTandem helps book and manage affordable shared journeys, but we don’t employ any drivers and we don’t own any vehicles. We’re here to help make it easy to book, pay for and share your journeys.
Definitions
“App“– refers to our mobile Rider app (available on iOS and Google Play stores).
“Operator” – refers to transport partners (such as coach or taxi companies) which carry out journeys on behalf of RideTandem.
“Route” – refers to a number of predefined pickup and drop off stops. A route may be restricted to users that belong to a certain Organisation.
“Organisation” – An employer, staffing agency, educational institution or any other group for whom RideTandem is running the service.
“RideTandem” refers to us, CollectiveTech Limited, a company registered in England and Wales with the registered number 11908428 and with the registered address at International House, The McLaren Building, 46 The Priory Queensway, Birmingham, B4 7LR
Part A: Booking and Cancellation
Booking
Unless otherwise agreed by the user’s organisation, no user may board a vehicle without a ticket. Operators reserve the right to refuse carriage to users who do not have evidence of a booking in the form of either an app or valid boarding pass.
You can make bookings directly via the RideTandem App. For some routes, bookings can be made on your behalf by your organisation. In this case, you will be notified of your booking in one of the following ways: via the Organisation which made the booking, an SMS from RideTandem, or a push notification via the App.
Bookings can be made and/or amended up to an hour before scheduled pickup time. You acknowledge and agree that if you wish to cancel your booking, you must do so more than an hour before departure, otherwise you will still be charged.
Whilst RideTandem will use reasonable efforts to give you prior notice of any changes to a booking, including the scheduled pickup time or location, you agree that RideTandem may have to change pickup times or otherwise alter booking details prior to the scheduled pickup time, and shall have no liability to you in the event that such changes are required.
Fares
Fares are available at the time of booking, and prices are fixed per trip. Fares are determined by the Organisation who has arranged the transport and may be subject to change from time to time – current pricing will always be available via the app. Fares are inclusive of all taxes and booking fees.
Payment
Your payment details are securely saved during the booking process. If your journey has an associated fare, you will be charged for your bookings after the relevant journey has been completed.
We can only accept payment via debit or credit card via the RideTandem app. We cannot accept cash payments or any other alternative payment method.
RideTandem may charge you for multiple, completed bookings in a single invoice. If you have provided your email address, the invoice detailing the bookings that you have been charged for will be sent to you via email.
In the event that you fail to make payment to us in relation to a booking, we reserve the right to deny you further usage of our service until the payment has been settled.
In the event we identify suspected fraudulent use of our app and/or attempts to evade payment of monies owed, then RideTandem reserves the right to ban you from using the app and/or service whilst we investigate the matter. We will attempt to recover any owed payment in full and reserve the right to report such activity to the police and/or your Organisation.
Cancellation and modifications
Unless explicitly stated, you must give RideTandem at least 1 hour’s notice if you wish to cancel a journey, and must do so via the app. We reserve the right to charge you if you do not cancel with more than 1 hour’s notice.
No shows
RideTandem reserves the right to charge the full fare if you fail to show for a confirmed booking.
Technical Requirements
The app may only be accessible when used with certain devices and operating systems. It is your responsibility to ensure that your mobile device meets these minimum requirements.
You will also require an internet connection to access the service and will be responsible for all data charges incurred.
As part of the sign up and login process, you must have an active mobile number in order to receive a verification SMS.
You are responsible for enabling notifications from the app to ensure you can receive up to date information about your bookings.
Part B: Passenger Journeys
Departure Times
RideTandem will use reasonable endeavours to ensure that the Operator’s vehicle will arrive 5 minutes before the scheduled pickup time, unless otherwise communicated. The Operator’s vehicle will depart at the time notified to you in respect of a particular journey. You agree that RideTandem has no liability to you if you are not at the pickup point in good time to board the vehicle.
Seating Capacity
Standing within the vehicle is not permitted unless the vehicle has designated standing capacity which is clearly signposted in the vehicle and the driver has instructed you to stand. If the vehicle is at capacity, you will not be permitted to board.
Conveyance of Animals
No animals other than registered assistance dogs may board on the vehicle without our prior agreement in writing.
Conduct of Passengers
You are required to be courteous and considerate to the driver and other passengers, and to comply with any policies drawn to your attention by the driver or by way of notices on the vehicle. You must also comply with any conduct requirements indicated by the transport provider.
In the event that you breach any of the above obligations, the operator’s representative may stop the vehicle and ask you to exit. You agree that you shall not be entitled to any refund in such circumstances, and that RideTandem reserve the right to suspend your account or ban your further use of the app and/or service where you fail to abide by these conduct requirements.
You should not attempt to distract the driver whilst the vehicle is in motion unless in the event of an emergency.
We ask all passengers to use headphones or similar when listening to audible content through any device whilst travelling on the vehicle, as to not distract the driver or disturb other passengers.
Seatbelts
Where seatbelts are provided, you must use them.
Damage, soiling and vandalism
In the event of the vehicle being damaged or soiled beyond normal use then you are responsible for this and RideTandem reserves the right to charge you should the vehicle require additional cleaning or repair as a result of your acts.
In the event of deliberate vandalism then you are responsible for this and we reserve the right to charge you should the vehicle require additional cleaning or repair as a result of your acts. We also reserve the right to ban you from using our app and/or services in the future and report such acts to the police.
Driver’s discretion
The driver is responsible for the safety of the vehicle and you must comply with their reasonable requests and instructions, including a request to leave the vehicle or to refrain from boarding.
The driver can also refuse to carry bulky items.
Passenger Property
You are responsible for any property that you bring onto the vehicle, including where it is unattended. RideTandem is not responsible for any loss or damage to your property. Lost property will be held at the vehicle supplier’s premises and will be subject to the current Public Service Vehicle (Lost Property) regulations.You should inform us as soon as you become aware that your property is lost on the vehicle through our app (Get in Touch from the Home menu).
We are unable to allow passengers to board vehicles with bicycles, scooters or any other similar equipment unless agreed by the transport company in advance.
Notices
No bill, poster or notice is to be displayed on the vehicle without the consent of the driver.
Refreshments, Alcoholic Drinks & Smoking
Food and drink other than water may not be consumed on the vehicle. Smoking, vaping, and the use of e-cigarettes are not permitted on the vehicle.
Passengers found to break this rule will be charged a cleaning fee for the vehicle and could be banned from the service.
Illegal Substances
We do not permit passengers to bring or consume illegal substances on any vehicles. We reserve the right to report such instances to the police and/or your employer and charge you a cleaning fee for the vehicle if the vehicle is damaged.
Complaints
If you have a complaint in relation to a journey or any aspect of our services, please use the complaints procedure made available to you via the app (Get in Touch from the Home menu). We will do our best to resolve your complaint within a reasonable timeframe.
RideTandem is the trading name of CollectiveTech Limited. It reserves the right to change these Usage Terms from time to time and will notify you of any change by way of the app.
Last updated: March 2023