RolDrive - Terms and Conditions

3.1 Placing a Booking

Bookings can be placed via the RolDrive Platform (web or app), by email, by phone call, or through an authorised account manager. All bookings are subject to availability and confirmation by RolDrive.

3.2 Booking Confirmation

Once a booking request is received, RolDrive will issue a confirmation email with a unique booking reference number. This confirms that a suitable Supplier has accepted the job. Until confirmation is issued, no booking is considered final.

3.3 Passenger & Luggage Capacity

It is the User's responsibility to ensure that the selected vehicle type is suitable for the number of passengers and luggage. RolDrive shall not be responsible for service refusal due to exceeding vehicle capacity.

3.4 Changes to Bookings

Modifications must be requested at least 24 hours prior to the pickup time and are subject to availability and price changes. Last-minute changes (within 24 hours) may incur additional charges, and RolDrive will try to accommodate this request to the extent possible.

3.5 Flight Monitoring

RolDrive and its Suppliers monitor flights using publicly available data. In the event of early or delayed landings, pick-up time will be adjusted accordingly. However, significant delays or diversions may lead to cancellation or reallocation of the job and are subject to our cancellation policy.

3.6 Last-Minute Cancellations / No-Shows

If a flight is cancelled, diverted, or the passenger fails to appear without notice (a “No-Show”), RolDrive reserves the right to charge 100% of the booking fee. Our team will attempt to contact the passenger before leaving the pickup location.

3.7 Special Requests

Requests for specific drivers, child seats, luggage assistance, or meet-and-greet services should be made in advance and are subject to availability. RolDrive does not guarantee the fulfilment of such requests unless confirmed in writing.

4.1 Quoted Prices

All prices are quoted in GBP (unless otherwise stated) and include VAT where applicable. Quotes are based on information provided by the User and may vary based on actual journey conditions or changes.

4.2 Included Services

Unless stated otherwise, quoted prices include:

• Driver with vehicle
• Basic parking and tolls
• Standard waiting time
• Airport pick-ups: Up to 60 minutes after actual landing
• All other pick-ups: 15 minutes from scheduled time

4.3 Extra Charges

Additional charges may apply for:

• Waiting time beyond the included duration
• Additional stops or route deviations
• Excess luggage or incorrect vehicle type
• Out-of-hours service (late night or early morning)
• Airport meet-and-greet if not included
• Congestion Charges, Tolls, Parking, and VAT (where not pre-quoted)

4.4 Payment Methods

We accept:

• Bank Transfers (no additional fee)
• Debit/Credit Cards (3.5% processing fee)

4.5 Invoice Terms

Invoices are issued upon completion of service or monthly for account holders. All invoices are due within 7 days unless agreed otherwise in writing. RolDrive reserves the right to suspend or cancel services for overdue payments.

4.6 Refunds & Adjustments

Refunds or service credits are considered on a per-case basis. Where a journey is carried out, no compensation or refund will be provided for delays, traffic, or inconvenience unless due to proven negligence by the Supplier.

5.1 Platform and Principal Role

RolDrive operates as a digital platform and principal provider of ground transportation services. Services are fulfilled by independent, licensed third-party suppliers, but all bookings are made in the name of RolDrive, which contracts directly with the Customer. Although RolDrive does not own vehicles or employ drivers, it assumes full responsibility for the coordination, facilitation, and commercial offering of the service under its brand.

5.2 Subcontracted Fulfilment by Licensed Suppliers

RolDrive engages a network of third-party licensed operators to deliver the transportation services. These Suppliers are independently vetted and are contractually bound to RolDrive through back-to-back agreements which mirror service standards, compliance requirements, and responsibilities.

5.3 Commercial Responsibility

RolDrive remains contractually responsible to the User for arranging and coordinating the booked services, including payment processing and customer communication. However, operational fulfilment, including driver conduct, vehicle condition, and regulatory compliance, rests with the Supplier.

5.4 Legal Clarification

Nothing in these Terms implies that RolDrive is a licensed transport operator. All services are provided via licensed third-party operators who assume operational responsibility.

5.5 Limitation of Liability

RolDrive shall not be held liable for any loss, damage, or delay arising from the performance or conduct of third-party Suppliers, except where directly attributable to RolDrive's failure to coordinate or communicate the booking as confirmed.

5.6 Supplier Responsibility

All transportation services are delivered by vetted third-party Suppliers who hold all necessary local licences, insurance, and compliance documents in their respective jurisdictions.

5.7 RolDrive's Role

RolDrive:

• Acts as commercial principal for the User, contracting directly with them for the coordination of transportation services.
• Coordinates service fulfilment through licensed and insured Suppliers.
• Facilitates the booking and payment process
• Ensures coordination and communication
• Remains contractually responsible for the User for the commercial delivery of services, while operational performance is fulfilled by the Supplier.

5.8 Limitation of Liability

RolDrive shall not be liable for:

• Delays caused by traffic, weather, breakdowns, legal checks, or Force Majeure events
• Loss or damage to personal belongings
• Any damage or loss resulting from acts or omissions of the Supplier
• Consequential or indirect damages under any circumstances

5.9 Insurance and Licensing

Suppliers are required to maintain adequate insurance and licensing. RolDrive does not warrant or guarantee the actions of any third-party Supplier beyond due diligence conducted at the onboarding stage.

5.10 Compliance

RolDrive is not responsible for compliance with local transport regulations in jurisdictions where services are performed. This is the obligation of the local Supplier.

6.1 Cancellations by User

The following cancellation terms apply unless agreed otherwise in writing:

• More than 24 hours before pick-up – No charge
• Within 24 hours before pickup – 100% of total fare charged (unless a different cancellation policy is provided and agreed with the User separately for any booking)

The following cancellation terms apply especially for Sprinters and Coaches:

• 14 days before pick-up – No charge
• Between 14 and 7 days before pick-up – 50% of total fare charged
• Less than 7 days before pick-up – 100% of total fare charged

6.2 Multi-Day or Event Bookings

Cancellations for events, weddings, or multi-day bookings must be made at least 5 business days in advance. Otherwise:

• 3–5 days before: 50% charge
• Less than 72 hours: 100% charge

6.3 Flight Delays and Early Arrivals

We monitor flights in real-time.

• If the flight lands early, we will attempt to dispatch a vehicle earlier, but we cannot guarantee driver availability.
• If the flight is delayed, we will hold the driver for up to 60 minutes from scheduled landing. Extended delays may require rescheduling and additional cost.

6.4 No-Show Policy

If the passenger fails to appear or respond to contact within:

• 90 minutes of airport landing
• 20 minutes of scheduled pickup time elsewhere

the booking is considered a No-Show, and full charges apply.

6.5 Waiting Time Charges

Waiting time is chargeable as follows:

• Airport Pick-ups: First 60 minutes free after landing. Then charged at the vehicle's hourly rate in 15-minute increments.
• Other Pick-ups: 15 minutes free from the scheduled time. Beyond this, waiting is charged at hourly rate in 15 minute increments.

6.6 Vehicle Breakdowns & Emergency Events

In case of vehicle breakdown, RolDrive will attempt to provide a replacement vehicle through its Supplier network. However, RolDrive shall not be liable for any delay, missed flights, or other consequences caused by mechanical issues, tyre punctures, or third-party failures. Although all measures will be taken to avoid a scenario as such.

6.7 Delays

In the case of delays due to traffic, weather conditions, vehicle breakdown or Force Majeure, RolDrive will not be held responsible for any damages, compensation or refunds. We will always strive to reach the User to their destination on time.

7.1 Accurate Information

The User is responsible for providing accurate and complete booking details, including:

• Passenger names
• Pickup/drop-off addresses
• Flight or train numbers
• Contact numbers
• Special requirements
• Pickup time

7.2 Passenger Conduct

Passengers must behave in a reasonable and lawful manner:

• No smoking or vaping
• No consumption of alcohol or illegal substances
• No damage or vandalism to the vehicle
• No abusive or threatening behaviour toward drivers

7.3 Damage and Cleaning Fees

Any damage caused by the passenger (e.g. vomiting, broken parts, spills) will be billed to the User, including vehicle downtime. A minimum cleaning charge of £100 applies.

7.4 Lost Property

Customer must check for their belongings before leaving the vehicle. RolDrive will assist in recovering lost items but bears no responsibility for loss or theft.

7.5 Compliance Checks by Authorities

In certain jurisdictions (e.g. London), vehicles may be stopped by authorities for compliance inspections. These checks are beyond RolDrive's control and may cause delays. No refund or compensation will be issued in such cases.

8.1 Data Usage

RolDrive collects personal data necessary to provide and improve its services, in compliance with the UK Data Protection Act 2018 and GDPR.

8.2 Third-Party Sharing

We only share necessary passenger details with trusted Suppliers for service delivery. We never sell user data to third parties.

8.3 Data Retention

Data is retained for legal, accounting, and operational purposes and stored securely. Clients may request deletion of their data, subject to legal requirements.

8.4 Confidentiality

All quotes, client information, booking details, and pricing are treated as confidential. RolDrive and its partners agree not to disclose such data except as required by law or authorised in writing.

9.1 Complaints

Complaints must be submitted in writing within 7 days of the service date. RolDrive will investigate all concerns and respond within 5 working days.

9.2 Dispute Resolution

In the event of a dispute, parties agree to attempt informal resolution before proceeding to formal legal action. If unresolved, the matter may be referred to independent mediation.

9.3 Governing Law & Jurisdiction

These T&Cs and any disputes arising from them are governed by the laws of:

• England and Wales (for bookings processed via our UK entity)
• UAE law (for bookings processed via our UAE entity)

All parties agree to submit to the exclusive jurisdiction of the courts of the relevant location.

10.1 Force Majeure

RolDrive shall not be liable for delays or failure in performance resulting from events beyond our control, including weather, traffic, mechanical breakdown, strikes, pandemics, war, or government restrictions.

10.2 Entire Agreement

These T&Cs represent the entire agreement between RolDrive and the Client. Any previous statements, communications or assurances are superseded.

10.3 Amendments

RolDrive may revise these T&Cs at any time. The latest version will always be available on the RolDrive website. Continued use of the platform constitutes acceptance of the updated T&Cs.

10.4 Severability

If any provision of these T&Cs is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

10.5 Assignment

Clients may not assign or transfer any rights or obligations under these T&Cs without prior written consent from RolDrive.

10.6 Notices

All legal notices must be sent in writing to either of the following addresses, depending on the booking origin:

• RolDrive Ltd (UK) – 134 Buckingham Palace Road, London, SW1W 9RH, United Kingdom
• RolDrive FZ-LLC (UAE) – Dubai Internet City, Dubai, United Arab Emirates