Passenger terms
& conditions

1. Introduction

1.1 These Passenger Terms & Conditions ("Terms") govern all private hire services provided by ROADER LTD ("ROADER", "the Company", "we", "our", or "us").

1.2 By making or accepting a booking with ROADER LTD, the passenger confirms that they have read, understood and accepted these Terms.

1.3 ROADER LTD is a licensed London Private Hire Operator. All bookings are accepted by ROADER LTD, and the contract for the private hire service is between the passenger and ROADER LTD.

1.4 These Terms apply to all bookings made directly with ROADER LTD or through any booking channel authorised by ROADER LTD.

2. Definitions

For the purposes of these Terms:

Booking A journey accepted by ROADER LTD.

Passenger Any person travelling under a booking.

Driver A licensed private hire driver assigned by ROADER LTD.

Vehicle A licensed private hire vehicle used for a booking.

Journey Travel from the agreed pickup location to the agreed destination.

Fare The total amount payable for the booking, including any applicable additional charges.

3. Booking a Journey

3.1 Bookings may be made by telephone, text message, email, website, mobile application or any other booking channel approved by ROADER LTD.

3.2 A booking is not confirmed until ROADER LTD has accepted it and issued a booking confirmation.

3.3 Passengers must provide accurate information including:

• Full name;
• Contact telephone number;
• Pickup address;
• Destination;
• Date and time of travel;
• Number of passengers;
• Any special requirements.

3.4 ROADER LTD reserves the right to refuse any booking where:

• the requested service cannot be provided safely or lawfully;
• the information provided is incomplete or inaccurate;
• fraudulent activity is suspected;
• or accepting the booking would breach any legal or licensing requirement.

3.5 A passenger may contact ROADER LTD by telephone or text message at any time, including at any point during their journey, using the contact details provided at the time of booking or set out in Section 25 (Contact Details).

4. Contract Between ROADER LTD and the Passenger

4.1 The contract for every booking is between the passenger and ROADER LTD.

4.2 Drivers provide the journey on behalf of ROADER LTD and are allocated after a booking has been accepted.

4.3 ROADER LTD remains responsible for the booking in accordance with applicable law and TfL licensing requirements.

4.4 Passengers may not transfer a confirmed booking to another operator without ROADER LTD's agreement.

5. Fares and Payment

5.1 Fares may be:

• Fixed at the time of booking;
• Calculated using an agreed pricing structure;
• or Determined according to a contractual agreement with a business customer.

5.2 Additional charges may apply for:

• Airport parking;
• Airport drop-off or pickup charges;
• Road tolls;
• Congestion or clean air zone charges;
• Additional stops requested during the journey;
• Waiting time;
• Vehicle cleaning resulting from passenger misuse.

5.3 Payment may be made using any payment method accepted by ROADER LTD.

5.4 Where payment cannot be successfully collected, ROADER LTD reserves the right to recover the outstanding balance together with any reasonable recovery costs permitted by law.

5.5 Any attempt to obtain services through fraudulent payment methods or unjustified chargebacks may result in legal action and recovery of losses.

6. Airport Transfers

6.1 ROADER LTD provides pre-booked airport transfer services.

6.2 Passengers must provide accurate flight details when requesting flight monitoring.

6.3 ROADER LTD will make reasonable efforts to monitor flight arrival times where flight details have been supplied.

6.4 Airport parking charges, terminal access charges and drop-off fees may be added where applicable.

6.5 ROADER LTD is not responsible for delays caused by airlines, immigration, customs, baggage handling or airport security procedures.

7. Waiting Time

7.1 Standard Pick-Ups

Drivers will wait for a reasonable period at the agreed collection point. Complimentary waiting time may be offered at ROADER LTD's discretion. Any waiting time beyond the complimentary period may be charged in accordance with the Company's current pricing policy.

7.2 Airport Pick-Ups

Where a passenger has provided accurate flight details, ROADER LTD may provide additional complimentary waiting time after the actual flight landing time. Any waiting time exceeding this period may be charged.

7.3 Passenger Delay

If a passenger cannot be contacted or is not ready for collection after the applicable waiting period, the booking may be treated as a Passenger No-Show, and the Company reserves the right to release the driver for other bookings.

7.4 Exceptional Circumstances

ROADER LTD may, at its sole discretion, extend waiting time where delays are caused by circumstances outside the passenger's reasonable control.

8. Passenger No-Show

8.1 A passenger may be considered a No-Show where:

• the passenger fails to attend the agreed collection point;
• the passenger cannot be contacted using the contact details provided;
• the passenger refuses to travel after the driver has arrived;
• or the passenger is unavailable after the applicable waiting period.

8.2 Where a passenger is classified as a No-Show, the full fare or an appropriate cancellation charge may become payable.

8.3 ROADER LTD reserves the right to refuse refunds where a booking becomes a Passenger No-Show due to inaccurate booking information or the passenger's failure to attend.

9. Cancellations

9.1 Cancellation by the Passenger

Passengers may cancel a booking before the driver has been dispatched without charge, unless otherwise agreed during booking.

9.2 Cancellation charges may apply where:

• the driver has already been dispatched;
• the driver has arrived at the collection address;
• parking charges have already been incurred;
• airport waiting charges have already been incurred;
• or other reasonable costs have already been incurred by ROADER LTD.

9.3 Cancellation by ROADER LTD

ROADER LTD reserves the right to cancel a booking where:

• the booking cannot be completed safely;
• the booking would breach licensing requirements;
• a vehicle breakdown occurs;
• severe weather makes travel unsafe;
• fraudulent activity is suspected;
• circumstances beyond the Company's reasonable control prevent the journey.

Where appropriate, any prepaid fare will be refunded.

10. Refund Policy

10.1 Refund requests will be considered fairly and on a case-by-case basis.

10.2 Refunds will not normally be provided where:

• the passenger fails to attend the pickup location;
• incorrect booking information has been supplied;
• delays result from traffic, road closures, weather or circumstances beyond ROADER LTD's reasonable control;
• the journey is terminated because of the passenger's misconduct.

10.3 Approved refunds will normally be processed using the original payment method.

11. Passenger Responsibilities

Passengers agree that they will:

• provide accurate booking information;
• arrive at the agreed pickup point on time;
• wear a seatbelt where required by law;
• treat the driver with courtesy and respect;
• behave in a manner that does not endanger the driver, other passengers or members of the public;
• comply with all reasonable instructions given by the driver concerning safety;
• ensure children are supervised throughout the journey;
• ensure luggage is suitable for safe transport.

Passengers are responsible for all persons travelling under their booking.

12. Behaviour During the Journey

For the safety of all road users, passengers must not:

• smoke or vape inside the vehicle;
• consume illegal drugs;
• possess illegal weapons;
• behave aggressively;
• threaten or assault the driver;
• use abusive, racist, discriminatory or sexually inappropriate language towards the driver or any other passenger;
• deliberately distract the driver while the vehicle is moving;
• interfere with the safe operation of the vehicle.

Any behaviour that places the safety of the driver or others at risk may result in the journey being terminated immediately where it is safe and lawful to do so. In such circumstances, the full fare may remain payable.

13. Vehicle Damage and Cleaning Charges

13.1 Passengers are responsible for any loss or damage caused intentionally or through negligent behaviour.

13.2 Where a passenger causes excessive soiling, vomiting, damage or contamination requiring specialist cleaning or preventing the vehicle from continuing service, ROADER LTD reserves the right to recover the reasonable cost of cleaning, repair and any demonstrable loss of earnings, subject to applicable law.

13.3 Evidence, including photographs, cleaning invoices or repair invoices, may be retained to support any claim.

13.4 ROADER LTD may invoice the passenger for such reasonable costs. Failure to pay may result in recovery action where appropriate.

14. Children, Young Persons and Accessibility

14.1 ROADER LTD welcomes passengers of all ages and is committed to providing services in accordance with applicable legislation.

14.2 Children must be accompanied by a responsible adult unless otherwise agreed by ROADER LTD and permitted by law.

14.3 Passengers are responsible for requesting an appropriate child seat at the time of booking where required.

14.4 Whilst ROADER LTD will make reasonable efforts to provide requested child seats, availability cannot be guaranteed unless confirmed in advance.

14.5 ROADER LTD and its drivers will comply with the Equality Act 2010 and will not unlawfully discriminate against any passenger.

14.6 Assistance dogs will be carried without additional charge where required by law, unless a lawful exemption applies.

14.7 Passengers requiring additional assistance are encouraged to inform ROADER LTD when making their booking so reasonable arrangements can be made.

15. Luggage and Personal Property

15.1 Passengers are responsible for ensuring that luggage is suitable for transportation in the allocated vehicle.

15.2 Oversized, unusually heavy or hazardous items must be declared before the booking is accepted.

15.3 ROADER LTD reserves the right to refuse transportation of any item which may:

• create a safety risk;
• damage the vehicle;
• breach any law; or
• exceed the vehicle's safe carrying capacity.

15.4 Passengers remain responsible for loading and unloading their belongings unless assistance is voluntarily provided by the driver.

15.5 Passengers should check that all belongings have been removed before leaving the vehicle.

16. Pets

16.1 Passengers wishing to travel with pets should notify ROADER LTD when making the booking.

16.2 Pets should be appropriately secured throughout the journey.

16.3 Passengers remain responsible for any damage or excessive cleaning resulting from transporting their pets.

16.4 Nothing within these Terms affects the legal rights of passengers travelling with recognised assistance dogs.

17. Lost Property

17.1 Passengers should immediately contact ROADER LTD if they believe property has been left in a vehicle.

17.2 ROADER LTD will make reasonable efforts to locate lost property but cannot guarantee its recovery.

17.3 Where property is found, ROADER LTD may retain it for a reasonable period before disposal or handover to the appropriate authority.

17.4 Reasonable delivery or administration charges may apply where passengers request the return of lost property.

17.5 ROADER LTD accepts no responsibility for personal belongings left inside vehicles unless loss results directly from the Company's negligence.

18. Right to Refuse or Terminate a Journey

18.1 ROADER LTD is the licensed private hire operator and contracts directly with the passenger as principal. ROADER LTD is responsible for accepting the booking and providing the transportation service which is the subject of the booking.

18.2 Only ROADER LTD, as the operator, may cancel or terminate an accepted booking with a passenger.

18.3 A driver may accept or reject an offer from ROADER LTD to carry out a particular journey. A driver's rejection of an offer to carry out a journey does not cancel or terminate the passenger's booking with ROADER LTD.

18.4 If an allocated driver is unable or unwilling to undertake a journey, ROADER LTD will remain responsible for the booking and will manage the booking, including seeking to allocate another available driver where reasonably possible.

18.5 Nothing in these Terms prevents a driver from taking immediate, reasonable and lawful action where necessary for safety, including stopping the vehicle at a safe location. ROADER LTD remains responsible for managing the passenger's booking and any cancellation or alternative arrangements.

18.6 ROADER LTD may cancel or terminate a booking where there is a lawful and reasonable basis to do so, including serious passenger misconduct, threats or violence, safety concerns, attempted criminal activity, or where completing the journey would be unlawful.

19. Privacy and Data Protection

19.1 ROADER LTD respects the privacy of its passengers and processes personal data in accordance with UK GDPR and the Data Protection Act 2018.

19.2 Personal information may be collected for:

• accepting bookings;
• contacting passengers;
• completing journeys;
• processing payments;
• preventing fraud;
• complying with legal obligations.

19.3 Passenger information will only be shared where necessary to provide the service or where required by law.

19.4 Further information is available within the Company's Privacy Policy.

20. Complaints

20.1 ROADER LTD is committed to providing a professional and reliable service.

20.2 Complaints should be submitted as soon as reasonably practicable and should include:

• passenger name;
• booking reference (if available);
• journey date and time;
• details of the complaint.

20.3 The Company will investigate complaints fairly and will respond within a reasonable period.

21. Liability

21.1 ROADER LTD will exercise reasonable care and skill in providing its services.

21.2 Nothing in these Terms excludes or limits liability where such exclusion is prohibited by law, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

21.3 Subject to applicable law, ROADER LTD shall not be liable for:

• delays caused by traffic, accidents, road closures or severe weather;
• airline or railway delays;
• missed flights, trains or appointments resulting from circumstances beyond the Company's reasonable control;
• indirect or consequential losses.

21.4 Passengers remain responsible for allowing sufficient travel time for flights, trains, appointments and other time-sensitive commitments.

22. Force Majeure

ROADER LTD shall not be liable for delays, cancellations or failure to perform its obligations where such failure results from events beyond its reasonable control, including severe weather, flooding, road closures, accidents, terrorism, civil disturbance, government restrictions, industrial action, communication failures or other unforeseen circumstances.

23. Changes to These Terms

ROADER LTD may amend these Terms from time to time to reflect changes in legislation, licensing requirements or operational practices. Updated Terms will apply to future bookings from the date they are published.

24. Governing Law

These Terms and any dispute arising from them shall be governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction unless applicable law provides otherwise.

25. Contact Details

A representative of ROADER LTD is available by telephone on 020 3918 5988 at all times, including throughout every booked journey, so that passengers can speak directly to the Company regarding their booking or any related matter.

ROADER LTD
Registered Office: 5 Torrens Street, London EC1V 1NQ
Operating Centre: 5 Torrens Street, London EC1V 1NQ
Telephone: 020 3918 5988
Text: 07517 676478
Bookings Email: [email protected]
General Enquiries Email: [email protected]
Companies House No: 16157091

26. Acceptance of These Terms

By making a booking with ROADER LTD, the passenger confirms that they have read, understood and accepted these Passenger Terms & Conditions.