Terms & Conditions
1. About Us
RydeLynk Ltd is a Transport for London licensed private hire operator registered in England and Wales. Our registered address is Regus, 160 London Road, Barking, IG11 8BB.
These terms and conditions govern the contract between RydeLynk Ltd (“RydeLynk”, “we”, “us”, “our”) and the person making a booking (“you”, “your”, “the passenger”). By making a booking with us, you confirm that you have read, understood, and agree to be bound by these terms.
If you are booking on behalf of another person or a group, you confirm that you have the authority to accept these terms on their behalf and that all passengers in the booking are aware of and agree to these terms.
2. Definitions
In these terms and conditions, the following definitions apply.
Booking means a confirmed reservation for a private hire journey made through our website, by phone, by email, or by WhatsApp.
Driver means the TfL-licensed private hire driver assigned to fulfil your booking.
Fixed Price means the fare agreed and confirmed at the time of booking, which does not change unless the journey itself changes.
Journey means the transfer from the pickup address to the destination address as specified in your booking.
Passenger means any person travelling in the vehicle on the booking, including the person who made the booking.
Vehicle means the private hire vehicle assigned to fulfil your booking.
3. Booking and Confirmation
3.1 A booking is confirmed when you receive a written confirmation from RydeLynk by email or WhatsApp. Until that confirmation is received, no contract exists between you and RydeLynk.
3.2 You are responsible for ensuring that all details provided at the time of booking are accurate, including the pickup address, destination address, date, time, number of passengers, and any special requirements. RydeLynk accepts no liability for failed or delayed journeys resulting from inaccurate booking information.
3.3 A booking confirmation will include your booking reference, journey details, vehicle class, driver information, and the confirmed fixed price. Please check your confirmation carefully and contact us immediately if any details are incorrect.
3.4 Bookings may be made online, by telephone, by email, or by WhatsApp. All bookings are subject to vehicle availability at the time of confirmation.
3.5 RydeLynk reserves the right to decline a booking at its absolute discretion without providing a reason.
4. Pricing and Payment
4.1 All prices quoted are fixed at the time of booking and include any applicable charges such as the London Congestion Charge, Ultra Low Emission Zone charge, road tolls, and any other applicable fees, unless explicitly stated otherwise at the time of booking.
4.2 RydeLynk does not operate surge pricing. The price confirmed at booking will not change regardless of the time of day, day of the week, traffic conditions, or demand.
4.3 Payment is required at the time of booking unless a corporate account arrangement is in place. Accepted payment methods are displayed during the booking process.
4.4 For corporate account holders, invoices are issued in accordance with the terms agreed at the time the account was established.
4.5 Where a journey is extended beyond the original booking with the passenger’s agreement — for example, additional stops or a longer hourly hire duration — additional charges will apply at the agreed rate and must be settled directly with RydeLynk following the journey.
4.6 No additional charges will be made to the passenger without their prior knowledge and consent.
5. Cancellations and Refunds
5.1 You may cancel a booking free of charge up to 24 hours before the scheduled pickup time. To cancel, you must contact RydeLynk by phone, WhatsApp, or email with your booking reference.
5.2 Cancellations made within 24 hours of the scheduled pickup time may be subject to a cancellation charge of up to 100 percent of the booking value, at RydeLynk’s discretion. The charge applied will depend on the notice given and the circumstances of the cancellation.
5.3 If RydeLynk cancels a booking for any reason other than circumstances beyond its control, a full refund will be provided.
5.4 If a passenger fails to appear at the agreed pickup location within the free waiting time period and has not contacted RydeLynk, the booking may be treated as a no-show in accordance with section 6 of these terms.
5.5 Refunds, where applicable, will be processed to the original payment method within 5 to 10 business days.
6. No Show Policy
6.1 A booking is considered a no-show when the passenger fails to appear at the agreed pickup location within the free waiting time period and has made no contact with RydeLynk or the assigned driver during that time.
6.2 Free waiting time periods are as follows. For airport pickups, 60 minutes from the actual landing time of the passenger’s flight. For all other pickups, 15 minutes from the agreed pickup time.
6.3 Before treating a booking as a no-show, the driver will make at least two attempts to contact the passenger by phone or message. RydeLynk will also attempt to contact the passenger using the contact details provided at the time of booking.
6.4 If the passenger cannot be reached and does not appear within the free waiting time, the driver may leave the pickup location. The full booking value will be charged and no refund will be provided.
6.5 If a passenger arrives at the pickup location after the driver has left following a no-show, RydeLynk will make reasonable efforts to reassign a driver for the journey. This is subject to vehicle availability and may not always be possible. Any new journey will be charged at the applicable rate.
6.6 RydeLynk accepts no liability for any costs, losses, or expenses incurred by the passenger as a result of a no-show, including missed flights, missed connections, or missed events.
6.7 Passengers who believe a no-show charge has been applied incorrectly may raise a complaint in accordance with section 14 of these terms. RydeLynk will review the circumstances, including driver logs and contact records, and respond within 5 business days.
6.8 Repeated no-show bookings may result in RydeLynk declining future bookings from the same passenger or requiring payment in full in advance for any subsequent booking.
7. Waiting Time
7.1 For all airport pickups, RydeLynk provides 60 minutes of free waiting time from the actual landing time of the passenger’s flight. Landing time is determined by real-time flight tracking data.
7.2 For all non-airport pickups, including homes, hotels, offices, and railway stations, RydeLynk provides 15 minutes of free waiting time from the agreed pickup time.
7.3 Waiting time beyond the free periods described in clauses 7.1 and 7.2 may be charged at an additional rate. This will be communicated to the passenger by the driver or by RydeLynk before the additional charge is incurred.
7.4 RydeLynk monitors flights in real time for all airport pickups. Passengers do not need to contact RydeLynk if their flight is delayed — the driver will adjust automatically.
8. The Journey
8.1 RydeLynk will make all reasonable efforts to ensure your driver arrives at the pickup location at or before the confirmed pickup time. RydeLynk accepts no liability for delays caused by circumstances beyond its reasonable control, including but not limited to exceptional traffic, road closures, accidents, severe weather, or acts of God.
8.2 The driver will take the most appropriate route to the destination as determined by their professional judgement and real-time road conditions. Passengers may request a specific route and the driver will accommodate this where it is safe and practical to do so.
8.3 The vehicle assigned to your booking will be of the class confirmed in your booking confirmation. RydeLynk reserves the right to substitute a vehicle of equivalent or superior specification where the confirmed vehicle is unavailable due to unforeseen circumstances.
8.4 The driver has the right to refuse to carry any passenger who is behaving in a manner that is abusive, threatening, or dangerous to the driver or other passengers, or who is in a condition that may cause damage to the vehicle. In such circumstances, no refund will be provided.
8.5 Smoking, including electronic cigarettes and vaping devices, is strictly prohibited in all RydeLynk vehicles.
8.6 The consumption of alcohol in RydeLynk vehicles is not permitted without the prior consent of the driver.
8.7 Passengers are responsible for the behaviour of all members of their party throughout the journey.
9. Passengers and Luggage
9.1 The number of passengers travelling must not exceed the maximum capacity of the vehicle class booked, as stated in the booking confirmation.
9.2 Luggage must not exceed the allowance stated for the vehicle class booked. If you are unsure whether your luggage fits within the allowance, contact RydeLynk before booking.
9.3 Passengers are responsible for ensuring that all luggage is loaded and unloaded from the vehicle. RydeLynk and its drivers provide luggage assistance as a courtesy but accept no liability for damage to luggage or personal belongings unless caused by the driver’s negligence.
9.4 Any items left in a vehicle after the journey will be reported to RydeLynk. We will make reasonable efforts to return lost property to its owner. RydeLynk accepts no liability for items lost or left in a vehicle.
9.5 The carriage of animals is permitted only with prior agreement at the time of booking. Guide dogs and assistance animals are always permitted in accordance with applicable law.
9.6 Child seats are available on request at the time of booking. The passenger is responsible for providing accurate information about the child’s age and weight so that the appropriate seat can be arranged.
10. Airport and Flight Information
10.1 For airport pickups, the passenger must provide accurate flight details including the flight number, departure airport, and scheduled arrival time at the time of booking.
10.2 RydeLynk will monitor the flight in real time and adjust the driver’s arrival time accordingly. The passenger is not required to notify RydeLynk of flight delays.
10.3 For airport drop-offs, the passenger is responsible for providing sufficient departure time based on their flight, terminal, check-in requirements, and current traffic conditions. RydeLynk can advise on recommended departure times on request but accepts no liability for missed flights where the passenger has not allowed adequate time.
10.4 The meet and greet service for airport pickups involves the driver waiting inside the arrivals hall with a name board. The passenger is responsible for making their way to the arrivals hall within the free waiting time period.
11. Hourly Hire
11.1 Hourly hire bookings are subject to a minimum hire period of two hours.
11.2 The hourly rate is confirmed at the time of booking and applies for the full duration of the hire.
11.3 Extensions to the hire period are subject to driver availability and must be agreed with the driver and confirmed with RydeLynk. Extensions are charged at the same agreed hourly rate.
11.4 Additional mileage charges may apply for hourly hire journeys that extend significantly beyond a standard London operating area. Any such charges will be agreed at the time of booking.
11.5 The passenger is responsible for directing the driver to their required stops during the hire period.
12. Vehicle Damage
12.1 Passengers are responsible for any damage caused to the vehicle by themselves or any member of their party during the journey, including damage caused by spillage, soiling, or any other act.
12.2 If a vehicle is soiled or damaged during a journey, a cleaning or repair charge will be applied. The minimum cleaning charge is £150. For significant damage or soiling, the charge will reflect the actual cost of repair or cleaning plus any resulting loss of earnings during the period the vehicle is out of service.
12.3 RydeLynk reserves the right to charge the card used to make the original booking for any such charges following the journey.
13. Liability
13.1 RydeLynk’s total liability to you for any claim arising from or in connection with a booking, whether in contract, tort, or otherwise, shall not exceed the value of the booking in question.
13.2 RydeLynk is not liable for any indirect, consequential, or special losses, including but not limited to missed flights, missed connections, missed events, loss of earnings, or any other consequential loss arising from a delayed or failed journey.
13.3 Nothing in these terms limits or excludes RydeLynk’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by applicable law.
13.4 Every RydeLynk vehicle is fully insured in accordance with Transport for London private hire licensing requirements. Passengers travel at their own risk to the extent permitted by law.
14. Complaints
14.1 If you are dissatisfied with any aspect of your journey or our service, we encourage you to contact us as soon as possible so that we can resolve the matter promptly.
14.2 Complaints can be submitted by email to support@rydelynk.co.uk, by phone on +44 20 8103 0477, or by WhatsApp on +44 7442 317921.
14.3 We aim to acknowledge all complaints within 24 hours and to provide a full response within 5 business days.
14.4 Where a complaint relates to conduct that may constitute a criminal offence or a serious breach of TfL licensing conditions, we may refer the matter to the appropriate authority.
15. Data Protection
15.1 RydeLynk processes your personal data in accordance with our Privacy Policy, which is available on our website.
15.2 By making a booking, you consent to RydeLynk processing your personal data as described in our Privacy Policy for the purposes of fulfilling your booking, communicating with you, and complying with our legal obligations.
16. Intellectual Property
16.1 All content on the RydeLynk website, including text, images, logos, and design, is owned by or licensed to RydeLynk Ltd and is protected by copyright and other intellectual property rights.
16.2 You may not reproduce, distribute, or use any content from our website without our prior written consent.
17. Force Majeure
RydeLynk shall not be liable for any failure or delay in performing its obligations under these terms where such failure or delay results from circumstances beyond its reasonable control, including but not limited to severe weather, flooding, earthquakes, acts of terrorism, civil unrest, pandemic or epidemic, government restrictions, or failure of third-party infrastructure. In such circumstances RydeLynk will make all reasonable efforts to notify you and to rearrange the booking where possible.
18. Governing Law and Jurisdiction
These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Changes to These Terms
RydeLynk reserves the right to update these terms and conditions at any time. The version in force at the time of your booking will apply to that booking. We encourage you to review these terms periodically. The current version is always available on our website and is dated at the top of this page.
20. Contact Us
For any questions about these terms and conditions, please contact us using any of the following methods.
Email: support@rydelynk.co.uk Phone: +44 20 8103 0477 WhatsApp: +44 7442 317921