Rider App Usage Terms - Education
These terms are in two parts: Part A applies to booking and cancellation and Part B applies to journeys.
About RideTandem
RideTandem partners with local coach, minibus, and taxi companies to provide affordable, reliable, and sustainable home to school services. Journeys are booked through RideTandem’s app and are then carried out by a local licensed operator.
RideTandem helps make it easy to book and manage affordable shared journeys, but we don’t employ any drivers and we don’t own any vehicles.
When registering for the RideTandem Rider app, you will be asked to agree to these terms. By tapping the “I agree” button, you agree to these terms which apply to your and your child’s/ward’s use of the RideTandem app and services. If you do not agree with these terms, you must not tap the agreement button, and must not use the app or our services or allow your child/ward to do so.
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” – A school, college, university 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 (e.g. your child’s/ward’s school), no user may board a vehicle without a valid QR code. Operators reserve the right to refuse carriage to users who do not have a valid QR code in the form of the RideTandem app or a printed boarding pass
For most educational organisations for whom we provide services, you can buy a pass or make bookings for ad hoc journeys directly via the RideTandem Rider App.
Bookings can be made up to an hour before scheduled pickup time.
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 details of existing bookings 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 you have chosen to pay in installments, these will be collected at the relevant intervals shared during the pass purchase process.
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.
Invoices for bookings and passes purchased are available in the App. If you have provided a valid email address, your invoices will also 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 or your child/ward 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 and your child/ward 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.
If you raise a payment dispute through your payment provider and the dispute is not upheld, we reserve the right to ban you and your child/ward from our services.
Cancellation and modifications
Requests for refunds and/or route changes are not available automatically and are 100% at the discretion of your Organisation.
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 at or 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. In the unlikely event the vehicle is at capacity, your child/ward will not be permitted to board for safety reasons, however, you can contact RideTandem’s 24/7 team on 01933812235 and at the discretion of your Organisation alternative transportation will be sent as soon as possible.
Conveyance of Animals
No animals other than registered assistance dogs may board on the vehicle without our prior agreement in writing.
Conduct of Passengers
Passengers 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. Passengers must also comply with any conduct requirements indicated by the transport provider or educational Organisation.
In the event that a passenger breaches any of the above obligations, the operator’s representative may stop the vehicle and can refuse to carry a passenger if their behaviour risks the safety of anyone on board. 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 and your child’s/ward’s further use of the App and/or service where you fail to abide by these conduct requirements. We are not liable for completing the journey if your child/ward is refused travel for misconduct.
Passengers 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, passengers must use them.
Damage, soiling and vandalism
If a passenger is responsible for the vehicle being damaged or soiled beyond normal use, RideTandem reserves the right to charge them or their parent/guardian should the vehicle require additional cleaning or repair as a result of their acts. All litter must be taken away when leaving the vehicle unless on-board rubbish receptacles have been provided.
In the event of deliberate vandalism by a passenger, we reserve the right to charge their parent/guardian. We also reserve the right to ban you and your child/ward 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 passengers 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 operator in advance. Where this is permitted, this is offered on a first come first served basis and it is not possible to reserve a space. Such items are carried at the discretion of the operator, permission may be revoked at any time, and we take no liability for these items.
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 school/college/university and charge you a cleaning fee for the vehicle if the vehicle is damaged.
Complaints
If you or your child/ward 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: October 2025