RideDirect

Legal

Terms of Service

Last updated:

These Terms of Service (“Terms”) apply when you book transport with RideDirect, use our website, or engage us through a plan manager, support coordinator, insurance case manager, hospital, or corporate booker. Please read them before making a booking. By making a booking, accepting a quote, or using this website, you accept these Terms.

Nothing in these Terms excludes, restricts, or modifies any guarantee, right, or remedy you have under the Australian Consumer Law or any other law that cannot be lawfully excluded.

1. Definitions

2. About RideDirect

RideDirect is a Sydney-based passenger transport operator providing trips across the Sydney metropolitan area, with trips and dispatch running 24 hours a day, 7 days a week. Our services include:

Phone bookings are accepted Mon–Fri 8am–5pm. After-hours bookings and dispatch are handled via our online booking system.

3. Acceptance of these Terms

By booking a trip with RideDirect or using this website you agree to be bound by these Terms, our Privacy Policy, and any other terms referenced here. If you are booking on behalf of another person, you confirm you have their authority to make the booking and to share their personal information with us.

4. Booking a trip

You can book a trip:

A booking is confirmed once we issue a written confirmation (email or SMS) with a booking reference. Until then, the booking is treated as a request.

For wheelchair-accessible vehicles, mobility-aid trips, group bookings, multi-leg trips, and recurring routine bookings, please give us as much notice as you can. We do our best to meet same-day requests but cannot guarantee availability for these categories at short notice.

5. Amendments and cancellations

6. Pricing and quotes

All prices are quoted in Australian dollars and are inclusive of GST. Before a trip is confirmed, we provide an itemised quote covering, as applicable:

Quotes are estimates based on the information at the time of booking. The final invoice may differ where the trip changes on the day — for example, route diversions, additional stops, extra waiting time, an extended drop-off, additional passengers, or traffic delays outside our control.

For NDIS, workers compensation, CTP, and corporate trips, pricing follows the agreed schedule with the funder. Where a funder declines or partially pays a claim, the booker remains responsible for any amount not covered, unless otherwise agreed in writing.

7. Payment methods

Card data is entered directly into Stripe’s PCI-DSS compliant environment; RideDirect does not store full card numbers.

8. Invoices and account terms

For card-paid trips, payment is taken at or shortly after the trip. For account customers, invoices are issued on completion of the trip or on a monthly statement. Account payment terms are agreed in writing at account set-up.

We may suspend account billing privileges where an account is materially overdue, after providing reasonable notice and an opportunity to make payment. Suspension does not affect trips already in progress.

9. Refunds and consumer rights

Under the Australian Consumer Law, our services come with consumer guarantees that cannot be excluded — including that the service will be provided with due care and skill, fit for the disclosed purpose, and within a reasonable time. If those guarantees are not met, you may be entitled to a remedy.

We will refund charges, in full or in part, where:

Card refunds are processed via the original card and may take several business days to appear on your statement. Refunds on funder-billed trips are credited back to the funder.

10. Passenger conduct and safety

To keep drivers, passengers, and the public safe, we ask all passengers to:

Damage and cleaning. You are responsible for reasonable cleaning or repair costs where the vehicle is damaged or significantly soiled by you or someone in your party, including from spillage or biohazard. We will provide an itemised statement of any such charge.

Refusal of carriage. Drivers may refuse to start or may end a trip where there is a reasonable safety concern — for example, where conduct is threatening, where a passenger is unable to be safely transported, or where the load exceeds the vehicle’s rated capacity. In a safety incident we may contact emergency services and your nominated emergency contact.

Items left behind. Please check the vehicle before you exit. We make reasonable efforts to recover and return items left behind. A reasonable handling and delivery fee may apply.

11. Accessibility and special needs

Our fleet includes wheelchair-accessible vehicles with ramp or lift access and proper mobility-aid restraints. Drivers are trained on safe transfer and securement. Carers, support workers, and assistance animals travel free of charge alongside the booked passenger.

We support a wide range of mobility aids — manual and powered wheelchairs, mobility scooters, walking frames, and walking sticks. To dispatch the right vehicle, please tell us at booking about wheelchair type and dimensions, transfer requirements, and any other accessibility needs. See our Accessibility Statement for more.

RideDirect does not discriminate against passengers on the basis of disability, race, sex, sexual orientation, gender identity, religion, age, or any other protected attribute, consistent with the Disability Discrimination Act 1992 (Cth), the Disability Standards for Accessible Public Transport 2002, and the Anti-Discrimination Act 1977 (NSW).

12. Insurance and liability

We hold public liability cover of A$20 million, plus motor vehicle and CTP insurance as required by NSW law for passenger-transport operators.

To the extent permitted by law:

Personal property carried in the vehicle remains your responsibility. We take reasonable care, but we are not liable for loss of or damage to belongings except to the extent required by law.

13. Force majeure

Neither party is liable for delay or failure to perform caused by events outside reasonable control, including extreme weather, flooding, bushfires, road closures, declared emergencies, pandemics, public health directions, industrial action, civil unrest, acts of government, or failure of public infrastructure. Where a force majeure event prevents performance, we will use reasonable efforts to mitigate disruption and notify affected bookers as soon as practicable.

14. Website and intellectual property

The RideDirect website — including its content, design, code, graphics, trade marks, and logos — is owned by RideDirect or its licensors and is protected by Australian and international intellectual property laws. You may use the site to browse our services and to make bookings. You may not copy, scrape, mirror, republish, or otherwise use the site or its content for any commercial purpose without our prior written consent.

You must not interfere with the security or operation of the site, attempt unauthorised access, introduce malicious code, or use the site in a way that breaches Australian law.

The site may contain links to third-party sites. We are not responsible for the content, products, or practices of those sites.

15. Privacy

Our handling of your personal information is set out in our Privacy Policy. By using our service you confirm you have read it.

16. Complaints and dispute resolution

If you are not satisfied with a trip or any aspect of our service, please contact us first — our Complaints & Feedback page sets out how. If we cannot resolve the matter together, you can escalate to the relevant external body listed on that page, including the NDIS Quality and Safeguards Commission, the OAIC for privacy matters, NSW Fair Trading for Australian Consumer Law matters, or, where relevant, the Australian Financial Complaints Authority.

17. Changes to these Terms

We may update these Terms from time to time. The current version is always posted on this page with the “Last updated” date above. Continued use of our service after a change means you accept the updated Terms. Where a change materially affects existing bookings, the version in force at the time of the booking will continue to apply to that booking.

18. Governing law and jurisdiction

These Terms are governed by the laws of New South Wales, Australia. The parties submit to the exclusive jurisdiction of the courts of New South Wales and the federal courts of Australia sitting in New South Wales.

19. Contact