Terms of use

01Who we are

Let Rides is a trading name of Telktia Ltd, a company registered in Scotland (company number [Company number]) with its registered office at [Registered office address]. In these terms, “Let Rides”, “we”, “us” and “our” mean Telktia Ltd.

We hold a private hire booking office licence: [Private hire operator licence number and licensing authority].

You can contact us at support@letrides.com or through Help in the app.

02About these terms

These terms apply when you use the Let Rides rider app, the Let Rides driver app or this website. Sections on riding apply to riders, sections on driving apply to drivers, and everything else applies to everyone. By creating an account you agree to them, so please read them carefully.

Some payments are handled by our payment partners. Card payments, driver packages and driver payouts are processed by Stripe; Ride Tab Direct Debits are processed by GoCardless. Their own terms also apply when you use their services, and we’ll show you those terms when you set them up.

Our Privacy policy explains how we use your personal data.

03What Let Rides does

Let Rides lets riders book journeys with licensed taxi and private hire drivers. We take and dispatch bookings, set the fare, and handle payment. Drivers use their own licensed vehicles.

[Solicitor to confirm: whether Let Rides accepts bookings as principal or as agent for drivers under the Civic Government (Scotland) Act 1982 and local licence conditions, and the drivers’ employment status]

We are launching in Glasgow. Where you can book depends on where licensed drivers are available on the app.

04Your account

• You must be 18 or over to hold a Let Rides account.
• Give us accurate details and keep them up to date, including your phone number and email.
• Keep your login secure. Tell us straight away if you think someone else has used your account.
• One person, one account. Don’t share your account or let someone else use it.
• A rider under 18 may travel only with an adult account holder who books and travels with them [confirm policy on unaccompanied minors].

05Bookings and fares

When you enter a pick-up and a drop-off, the app shows you a fixed fare before you confirm. That is the price you pay for that journey. We do not use surge pricing, so the fare is not multiplied at busy times.

Fares are worked out from the expected distance and time for the vehicle class you choose:

The fixed fare can change only if the journey changes — for example, if you add a stop or change the destination. The app will show you the new fare. [Confirm treatment of waiting time, tolls, airport drop-off charges and added stops]

Fare examples on this website are estimates for illustration. The fare that applies is the one shown in the app when you confirm.

06Paying for rides

You can pay for a ride in one of three ways:

• By card — your card is charged the fare after the ride. Card details are held securely by Stripe; we never see or store your full card number.
• By paying the driver directly — for example in cash. You pay the fixed fare shown in the app, and no more.
• With Ride Tab — see the next section.

We send a receipt for every ride to the app and to your email address.

If a card payment fails, we may ask you to update your card or pay another way before your next booking.

07Ride Tab

Ride Tab lets you add rides to a tab through the week and settle up with one Direct Debit each week.

Getting Ride Tab

• Ride Tab unlocks after a month of paying for rides from your Let Rides balance: your first top-up at least 30 days ago, and at least 4 rides paid from your balance in at least 3 different weeks since then, with no failed or disputed top-ups and no unpaid rides. If you already had Ride Tab before this rule, you keep it. [Add the prepaid balance terms (ride credit only, bonus expiry, refunds to the card that paid) once legal sign-off is done]
• You set it up from Payments in the app by approving a Direct Debit instruction with GoCardless, our Direct Debit provider. The tab becomes active once GoCardless confirms the instruction.
• Ride Tab costs £2 a month. [Confirm how and when the monthly fee is collected]

Your weekly cap

Each tab has a weekly cap: the most that can go on your tab in one week. It is £100 by default. [Confirm whether riders can change their cap, and what happens when a tab reaches its cap]

Settling up

• Once a week, on your settle-up day shown in the app, we collect the total of that week’s rides by one Direct Debit.
• You’ll be told the amount and date before each collection. [Confirm advance notice period]
• Direct Debits are protected by the Direct Debit Guarantee. If an error is made in the amount or date, you’re entitled to a full and immediate refund from your bank.

If a Direct Debit fails

If a collection fails, your tab pauses and you can’t add new rides to it until the amount is settled. You still owe the fares for rides you’ve taken, and you can pay them another way in the app. We never charge interest or late fees. [Confirm retry schedule]

Pausing or cancelling

You can pause or cancel Ride Tab at any time from Payments in the app. Rides already on your tab are collected on your next settle-up day. You can also cancel the Direct Debit with your bank, but you’ll still need to pay for rides you’ve already taken. [Confirm fee treatment on cancellation]

08Tips

You can add a tip in the app after a ride. Tips are optional and go to the driver in full. [Confirm how tips are paid out and any time window for adding one]

09Cancellations and no-shows

• You can cancel free of charge before a driver accepts your booking.
• If you cancel after a driver has accepted, or you’re not at the pick-up point when they arrive, a cancellation fee may apply. The app shows the fee before you cancel. [Cancellation fee amount and grace period]
• If a driver cancels or doesn’t turn up, you won’t be charged, and you can book again straight away.

10Riding safely and respectfully

• Check the driver’s name and number plate in the app match before you get in.
• Wear a seatbelt. Follow the law on child car seats.
• Treat drivers and their vehicles with respect. Abuse, violence and discrimination are not tolerated.
• If you damage or dirty a vehicle, you may be charged the reasonable cost of cleaning or repair. [Confirm cleaning fee]
• Don’t carry anything illegal or dangerous.

Drivers must carry assistance dogs at no extra charge, unless they hold a medical exemption certificate from their licensing authority.

If you leave something in a vehicle, contact us through Help in the app and we’ll put you in touch with the driver. [Confirm lost property process]

11Business accounts

A business account lets an organisation put its staff's journeys on one account. The person who opens it is its owner, and can make others administrators. Staff join by accepting an invitation sent to their phone number, and choose Work when they book; their own payment methods are not used for those journeys. The organisation is responsible for paying for every journey booked on its account and for the people it adds, and can remove someone at any time. A member can leave at any time.

The organisation chooses how it pays. By invoice: journeys go on the account up to its credit limit and are listed on an itemised invoice for each billing period, monthly or weekly, which is collected by Direct Debit a few working days after it is sent. By company card: the estimated fare is held on the card when a journey is booked and the final fare, with any tip, is taken when it ends; a statement listing those journeys is still sent each period. The organisation can set a monthly limit for each person, the times Work journeys may be booked, and whether a reason or cost code is needed; a journey outside those rules is refused, and the person can pay for it themselves instead.

We may check an organisation's details before its account can be used; until we have approved it, no Work journeys can be booked on it and no monthly fee is charged. A business account has a monthly fee, shown before the account is opened and on each invoice or statement, and charged for each calendar month in which the account is active. If a Direct Debit collection or a card payment fails we try again, and if it fails again the account is paused until what is owed has been paid; no Work journeys can be booked while it is paused. An account can be closed once nothing is owed on it. Fares are paid to the drivers who provide the journeys. Invoices and statements show VAT where it applies. [Business terms, payment terms and VAT treatment to confirm with legal and accountancy review]

12Household tabs

A Ride Tab holder can open a household tab and invite up to 3 other people. Each invitation is for one phone number, lasts seven days and has to be accepted by that person. The holder sets each person's weekly limit and can change it or remove them at any time; a member can leave at any time. Members' rides go on the holder's Ride Tab and are collected by the holder's weekly Direct Debit, and the holder is responsible for paying for them. A household tab needs an active Ride Tab. It costs the holder £2.50 a month on top of the Ride Tab fee, charged once on a Ride Tab statement in each month in which at least one other person is on the household tab; there is nothing to pay for a month in which nobody else is on it. Members pay nothing. The holder can close the household tab at any time, and it is not charged again after that. [Legal review of household tab terms]

13Driving with Let Rides

Who can drive

To drive with Let Rides you must:

• hold a valid taxi or private hire driver’s licence from the relevant licensing authority, and a full driving licence;
• drive a vehicle that is licensed for the type of work you do, with a valid vehicle licence;
• have valid insurance that covers carrying passengers for hire and reward;
• have the right to work in the UK.

Documents and approval

In the driver app you upload your licence, proof of ID, a selfie and your vehicle documents. Our operator reviews them and must approve both you and your vehicle before you can go online.

You must keep your documents up to date and tell us straight away if anything changes — for example if a licence is suspended, expires or has conditions added, or your insurance lapses. We may ask you to re-upload documents at any time, and we may stop you going online until they’re checked.

14Driver packages

Let Rides takes no commission from your fares. Instead, you pay a monthly driver package matched to your vehicle class:

• Packages are billed monthly in advance by Stripe. [Confirm whether prices include VAT]
• You can cancel any month from the driver app. Your package stays active until the end of the month you’ve paid for. [Confirm refund policy for part months]
• If a package payment fails, you won’t be able to go online until it’s paid.
• If we change package prices, we’ll tell you at least [X] days before the change applies, and you can cancel before then.

15Getting paid

• You keep 100% of the fare for every ride.
• Stripe’s card fees on your card fares and tips, its payout fee and its monthly account fee are deducted from your payouts at cost, with nothing added, and each payout lists them.
• Card and Ride Tab fares are paid to you through Stripe. You set up payouts in the driver app and accept Stripe’s Connected Account Agreement.
• Payouts are made automatically every day to your bank account. You can also use withdraw now to be paid sooner. [Confirm any Stripe instant payout fee]
• [Confirm when fares for Ride Tab rides are paid to the driver]
• When a rider pays you directly, that money is yours straight away.
• You are responsible for your own tax and National Insurance.

16Driver responsibilities

• Follow your licence conditions, the law and the Highway Code at all times.
• Keep your vehicle safe, clean, roadworthy and properly insured.
• Only accept bookings through the app for trips booked on Let Rides, and charge exactly the fare the app shows: the fixed fare, or the meter on a metered trip. Never add a fee or surcharge for paying by card, balance, Ride Tab or a household tab, and never ask a rider to cancel and pay you another way.
• Carry assistance dogs unless you hold a medical exemption certificate.
• Treat riders with respect. Never discriminate.
• Use rider details only to complete the trip, and never keep or share them.

The Drivers’ Handbook sets these out in full, with what happens if they are broken. It forms part of these terms for drivers, and we may update it as the app changes; where the handbook and these terms differ, these terms apply.

17Fleets

An owner with 3 or more cars can run them as a fleet on Let Rides. Our operator must approve the fleet, every car goes through our normal vehicle checks, and every driver goes through our normal driver checks.

• The fleet package is a monthly fee for each car in the fleet that isn’t archived, with a minimum of 3 cars, billed by Stripe. Adding or archiving a car changes the fee from the next month. It covers whoever drives the car, so a fleet driver doesn’t need a driver package of their own.
• Drivers keep 100% of every fare. Fares are paid to the driver who did the trip, never to the owner.
• The owner decides who may drive each car and keeps it licensed, insured for hire and reward, and roadworthy. The owner doesn’t control a driver’s hours, which trips they accept or how they work, and can’t see a driver’s earnings, trips, hours or location.
• An owner invites a driver by phone number. The invite lasts seven days and must be accepted with that number. The owner can remove a driver at any time: that unassigns their car and doesn’t affect their fares or payouts. A driver can leave a fleet at any time, except while renting a car from it.
• If a fleet’s payment fails and isn’t put right within the grace period, or we suspend the fleet, its cars can’t be used to drive on Let Rides until it’s resolved.

[Fleet price, terms and the owner’s responsibilities as vehicle proprietor to confirm]

18Renting a car through Let Rides

Approved fleets can offer cars for weekly rent to licensed drivers. The rental is an agreement between the owner and the driver. Let Rides lists the car and handles the payments, but isn’t a party to the rental, never owns the cars and takes no cut of the rent or the deposit. We don’t offer credit, car finance or rent-to-own.

• To apply, you must hold a council taxi or private hire driver’s licence of the type the car is licensed for, or have been granted one, in the same area as the car.
• Before accepting you, the owner must confirm that the car’s hire-and-reward insurance covers you. The owner is responsible for the car’s insurance, licence and MOT, and for anything else the listing says is included.
• Once accepted, you pay the deposit and first week’s rent by card within 72 hours, or the offer lapses. Rent is then taken weekly by card and paid straight to the owner through Stripe.
• Either of you can end the rental by giving the notice shown on the listing, or on a sooner date you both agree. If rent has been unpaid for seven days, the owner may end the rental straight away. We never stop you driving because of rent you owe.
• When the rental ends, the owner must settle the deposit within 14 days, returning it in full or explaining anything they keep. If you disagree, tell our support team and we’ll look at what happened.

[Legal review of the rental terms, the dispute process and consumer rights]

19First month free for new licence holders

If you start the Get licensed tracker in the driver app before the council grants your licence, your first driver package starts with its first month free (30 days, unless the app shows a different period for your area). It applies when:

• you have never had a Let Rides driver package;
• you started the tracker before the date your licence was granted;
• you take the package within 120 days of that date; and
• our operator has checked the date your licence was granted.

After the free month the package is charged at its normal monthly price, unless you cancel before then. The offer is once per driver. We may change or end it, but not for a free month that has already started. [Confirm offer terms]

20Safety and incidents

In an emergency, call 999. Then tell us through Help in the app.

Report any safety concern, accident or incident to us as soon as you can. We may share information with the police or the relevant licensing authority where the law requires or allows it.

21Suspending or closing accounts

You can close your account at any time from the app or by emailing us. You’ll still need to pay for rides you’ve taken.

We may suspend or close an account if we reasonably believe someone has broken these terms, acted unsafely or unlawfully, committed fraud, or — for drivers — no longer holds a valid licence, insurance or approval. Where it’s safe and lawful to do so, we’ll tell you why and give you a chance to respond.

22Our responsibility to you

We will provide the service with reasonable care and skill. If you’re a consumer, you have legal rights that these terms don’t affect.

Nothing in these terms excludes or restricts our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law.

We are not responsible for losses that were not foreseeable, for losses caused by events outside our reasonable control, or for business losses suffered by a rider. [Solicitor to draft any financial cap for business users and drivers]

23Complaints

If something goes wrong, please tell us. Our complaints page explains how to complain and what happens next.

24Changes to the service or these terms

We may update these terms, for example to reflect changes in the law or in how Let Rides works. If a change affects you significantly, we’ll tell you in the app or by email before it takes effect. If you don’t agree, you can close your account.

25Governing law

These terms are governed by the law of Scotland, and the Scottish courts have jurisdiction. If you live elsewhere in the UK, you can also bring proceedings in the courts where you live.

26Contact us

Email support@letrides.com, use Help in the app, or write to Telktia Ltd, [Registered office address].