1. About Our Service
rydes.au (ABN 46 389 473 757) is an Authorised Booking Provider and local passenger transport service operating in Blackheath and the Upper Blue Mountains, NSW in compliance with the Point to Point Transport (Taxis and Hire Vehicles) Act 2016 (NSW) and the Point to Point Transport (Taxis and Hire Vehicles) Regulation 2017 (NSW).
Our service operates exclusively within the Upper Blue Mountains (including Blackheath, Medlow Bath, Mount Victoria, Katoomba, Leura, Wentworth Falls, and the Megalong Valley). We do not accept long-distance trips to Sydney.
2. Bookings & Upfront Flat Fares
- How to Book: Rides are booked directly with the driver via WhatsApp, SMS, or phone call.
- Flat Zone Pricing: We charge upfront, flat zone fares from Blackheath as published on rydes.au, plus applicable published surcharges (+$10 after 9:00 PM; +$10 for non-Blackheath trips between Mount Victoria and Wentworth Falls; +$10 for Dryridge Estate and Megalong Creek Estate wineries).
- GST & NSW Levy Included: All published and quoted fares are in Australian Dollars (AUD) and include GST and the NSW Government Passenger Service Levy.
3. Cashless Payments & Confirmed Pickups
- Strictly Cashless (Stripe): All fares are paid via contactless Tap-to-Pay in the vehicle or via a secure Stripe payment link upon booking. No cash is carried or accepted.
- Confirmed Pickups: Once your booking is confirmed and paid, we commit to picking you up. We don't cancel confirmed bookings to chase other fares. If an event outside our reasonable control (see section 7) means we can't make it, we'll let you know as soon as possible and refund your fare in full.
4. Cancellations, Waiting Time & No-Shows
- Free Cancellation Before Dispatch: You may cancel your booking at any time for a 100% full refund until your driver begins travelling to your pickup location. Once the driver is en route to your pickup point, the booking is locked in and non-refundable.
- Waiting Time: Fares include 4 minutes of complimentary waiting time from the scheduled pickup time (or driver arrival notification). After 4 minutes, waiting time accrues at $2.50 per minute.
- No-Shows: If you do not appear at the pickup location or respond to phone, SMS, or WhatsApp contact within 10 minutes of the driver's arrival, the booking is cancelled as a passenger no-show and no refund applies.
5. Luggage, Animals & Child Restraints
- Luggage & Hiking Gear: Standard luggage, groceries, and clean daypacks are carried free of charge within safe boot capacity. Wet or muddy bushwalking gear or oversized items must be disclosed when booking so protective boot liners can be used. We cannot carry bicycles or hazardous goods.
- Assistance Animals Only (No Pets): Assistance animals (as defined in the Disability Discrimination Act 1992 (Cth)) are always welcome, free of charge. We are not set up to carry companion or domestic pets.
- Child Seats & Minors: We do not provide child seats. Our policy is that children under 7 years of age travel in an approved Australian Standard (
AS/NZS 1754) child restraint, supplied and fitted by the accompanying adult. Please tell us when booking if you're travelling with a child. If a suitable restraint isn't available, we may be unable to carry the child. Passengers under 18 must be accompanied by a responsible adult unless pre-arranged by a parent or guardian.
6. Passenger Conduct & Cleaning Fee
- Safety & Conduct: Smoking, vaping, and illicit substances are not permitted in the vehicle. The driver may refuse entry or end a ride if a passenger behaves aggressively, is dangerously intoxicated, or poses a safety risk.
- Cleaning & Soiling Fee: A cleaning and vehicle downtime fee of up to $250 applies if a passenger soils or damages the vehicle interior (including vomiting, food/drink spills, or heavy mud requiring professional detailing).
7. Your Consumer Rights, Events Outside Our Control & Liability
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law, or any other right that cannot lawfully be excluded.
Events Outside Our Control: Sometimes things happen that we can't reasonably prevent or plan around. We are not responsible for delays or cancellations caused by events outside our reasonable control, but you will never pay for a trip we didn't provide. If such an event affects your booking, we'll let you know as soon as we can. If we can't complete a trip you've paid for, you'll receive a full refund. If we're running significantly late to your pickup, you can choose to cancel for a full refund.
Limit of Our Liability: Where the law allows us to limit our liability, our total liability to you in connection with a trip is limited to, at our choice, providing the trip again or refunding the fare you paid for it. This limit does not apply to liability for personal injury or death, or to any liability that cannot lawfully be limited.
We are not liable for loss that wasn't reasonably foreseeable, or that was caused by an event outside our reasonable control or by your own actions. For example, we're not liable if you miss a train or flight because the pickup was booked too close to departure, or because you weren't at the pickup point on time. Please allow a comfortable buffer when booking around connections.
For any questions or complaints, please contact hi@rydes.au.
8. Changes to These Terms & Governing Law
We may update these terms from time to time. The version published on this page at the time you book applies to your trip. These terms are governed by the laws of New South Wales, Australia. If any part of these terms is found to be unenforceable, the rest continues to apply.