Driver App Usage Terms

About RideTandem

RideTandem creates greener, cost-effective transport alternatives to help get people to work and educational opportunities.

With our technology, we create bespoke transport services in partnership with licensed local coach, minibus, and taxi operators. Passengers use our Rider app to book and pay for their journeys.

Our transport partners use our RideTandem Drive app to provide the data our customers require. The app allows drivers to view upcoming trips and route maps, scan passenger tickets, and provide location tracking to support safety and reporting.

Definitions

“App”– refers to our mobile RideTandem Drive app

“Route” – refers to a service area with a number of pre-defined pickup and drop off stops.

“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.

“You”  refers to the App user/driver

App usage requirements

Upon registering, follow the app instructions to enable location access. Access must be set to  “always” even though we only actually track the location while a trip is in progress. We need ‘always’ so that the tracking during trips doesn’t stop if e.g. another app is opened (i.e. if you get a text from your boss), or your screen goes into sleep mode. When the journey is completed, we automatically stop tracking.

Once a trip has been assigned to you, it will be visible in the app.

Check if you have been added to a trip 1 hour before the journey start time; if you don’t see the trip in the app, please call the RideTandem team via the app.

Click Start Trip in the app at least 20 minutes before the first collection scheduled.

If your employer or RideTandem have advised you the trip is ticketed, scan passenger tickets using the app.

Route timing

Arrive at the pick up locations 10 minutes before scheduled departure time to allow passengers to board.

Stated pick up/drop off times are always departure times. Please do not depart before this time. If all booked passengers have not yet boarded by the scheduled departure time, please wait up to 5 minutes to give them an opportunity to board.

Privacy

Please find our general privacy policy here.

Location tracking data is only captured during live trips. We do not record or store tracking data outside of this.

Communications with RideTandem

If you foresee a delay or issue before or during a trip, please call our Operations team using the app Support button or directly via +44 (0)1933 812235. They will inform our customers and passengers.  

If you receive a call from RideTandem, please answer as quickly as is safe, as they may be sharing critical information regarding passengers, customers, or route-related issues.

Behaviour with riders

Drivers are to be respectful of passengers and ensure their safety while travelling.

If a passenger struggles with English, please be patient and assist them in presenting their ticket for scanning.

If there is an incident, please call our Operations team via the Support button in the app or directly via +44 (0)1933 812235 so we can help manage the situation.

If passengers are not following these conduct requirements, please call the Operations team if there is a continued issue.

Safety & Licensing

It is a legal requirement to follow safe driving practices. This includes steps to ensure your total concentration and safe operation of the vehicle, such as determining clear directions before departing, refraining from operating equipment such as mobile phones while the vehicle is moving, and not operating a vehicle when your ability is impaired.

You are expected to follow defensive driving principles per The Highway Code to prevent accidents. Whilst drivers are required to use the app as part of their wider responsibilities, you must never do this when in control of the vehicle, i.e. you should only do this when safely parked with the engine off.

You must have the relevant licence for the service you are providing i.e. the relevant Private Hire or Hackney Carriage Licence (for vehicles of 8 passenger seats or fewer) or the relevant PCV licence (for vehicles of 9 passenger seats or more).

You must be driving for a licensed Operator who has allocated this work to you.

You must at all times abide by the requirements of your licence, those of your Operator’s O licence and all other standards required of those driving for hire and reward in the United Kingdom. This includes ensuring you / your employer have the relevant motor vehicle (including for hire and reward), public liability and employers liability insurance.

February 2023