Effective from 19th June 2025.
1. Acceptance of Terms and Conditions
These Terms as may be amended from time to time, apply to the use of our RooRides App. By accessing, browsing and using our RooRides App, you acknowledge and agree to have read, understood and agreed to the Terms set out below which shall also include the privacy policy.
We will notify you by email or through a notification on the RooRides App in the event that we make a significant change to these Terms. You will be deemed to have accepted such change if you keep on using the RooRides App.
2. Definitions
“Account” means the account that each User must apply for to use the RooRides App to access RooRides Services.
“Booking” means a booking made by a Passenger for Services via any of our booking channels.
“Driver” means a driver who has completed the registration for drivers and is accepted by us to participate as a Driver. This definition shall extend to any licenced fleet operator whose employees or authorised personnel may legally carry out Transport Services by using the Account.
“Drop-off” means the location of arrival for the Passenger/s indicated to us when requesting a trip
“RooRides” means McMullen Financial Pty Ltd a private proprietary limited liability company, registered in Australia (ACN 612 363 407), whose registered office is situated at 30 Keymer Street, BELMONT WA +6104 (the ‘Company’). Throughout these Terms any reference to the terms ‘us’, ‘we’ or ‘our’ will be a reference to RooRides.
“Royal Roo” means our loyalty scheme.
“RooRides Services” means the services that RooRides provides, including provision, use and maintenance of RooRides App, the Platform, Payment Method (provided by Cuorium Technologies Limited), customer support, communication between the Driver and the Passenger and other similar services.
“RooRides App” means the smartphone and/or any portable device and/or any web application/s for Drivers and Passengers to request/receive/offer Transport Services. This includes both the passenger application and the driver’s application. The reference to the RooRides App shall also include the use of any other booking channel provided by RooRides which shall include but shall not be limited to phone bookings, walk-in office bookings and via email or other social media.
“Discount” means a discounted ride to the Scheme Member which shall be capped at a maximum value set by RooRides in its sole discretion. Any excess shall be paid by the User.
“Operators” – Drivers in possession of a Passenger Transport Driver licence issued by the Department of Transport Western Australia.
“Pick-Up” means the address stated by the Passenger at the time of making the Booking as the address from which the Vehicle shall collect the Passengers.
“Passenger(s) “you”, “your” or “yours” means the customer using or booking a Transport Service through our RooRides App or any other channel.
“Payment” means the fee a Passenger is obliged to pay Driver for provision of the Transport Services which shall be inclusive of GST and/or any other applicable tax due as determined by us from time to time which includes payment for the RooRides Service.
“Payment Method System” means cards, carrier billing and other payment methods used by the Passenger using the RooRides App to pay for a Transport Service which includes our RooRides Service.
“Platform” means the technology connecting Passengers with Drivers to assist them to travel between locations of their choice.
“Points” means loyalty points accumulated as a Scheme Member calculated on money spent.
“Potential Customer” means a customer who has not made use of RooRides services since January 2020.
“Referrer” makes reference to an existing RooRides client who is sharing their referral code.
“Referee” makes reference to a person who is not an existing RooRides’ client and receives the referral code from the Referrer.
“Referral” makes reference to the act of referring someone to become an RooRides customer and being rewarded for it.
“Referral Code” makes reference to a unique identification code used by a Referrer to share with a Referee, which code is used to measure the attribution of the Referral.
“Scheme Members” are members of “Royal Roo”.
“Terms” means these terms and conditions.
“Tiers” means different levels which attract different Points per Trip.
“Transportation Service(s)” means Light Passenger Transport Services, Chauffeur Driven Services and Passenger Transport Services carried out by Drivers.
“Trip” means a Transport Service offered by a Driver taking Passenger/s from their Pick-Up point to their Drop-Off point.
“User/s” means anyone who downloads the RooRides App.
“Vehicle” means a Vehicle used to carry out Transportation Services.
“Waiting Time Charge” means a charge for the excessive time spent by the Driver waiting for the Customer to board the Vehicle at the Pick-Up point.
2. Who we are?
We are an intermediary booking service platform whereby Transport Services may be booked by Passengers from Drivers. By means of Licence Number BPS002, we are authorised by the Department of Transport Western Australia to operate as an On Demand Booking Service Provider, authorisation 1011528. We have an office established in Australia where all booking data shall be kept. We offer the service of connecting Passengers with Drivers to move around between locations of their choice.
3. Scope of our Service
Through our RooRides App, we provide an online platform through which Drivers can reach out to Passengers to offer their Transport services and through which Users of the RooRides App can be provided with such Transport Services. We act solely as a channel of communication between You and the Driver, transmitting the relevant details to the relevant driver and sending you a notification for and on behalf of the relevant driver(s).
You acknowledge that your ability to obtain Transport Services through the use of the RooRides App does not establish us as a provider of transportation.
Subject to your compliance with these Terms, we grant you a limited, non-exclusive, revocable, non-transferable right to access and use the RooRides App on your personal device solely in accordance with these Terms, the privacy policy and the applicable app-store terms. You may not transfer or assign this right to use the RooRides App.
4. Relationship with Drivers
We have separate terms and conditions governing our relationship with Drivers. In turn each Driver may provide his own terms and conditions for the transport of passengers that govern the transport service provided. You are to note that Transport Service provided by Drivers is provided in their own independent capacity as Operators. It shall be the responsibility of such Operator to provide you with a fiscal receipt. RooRides shall provide you with a statement at the end of your trip.
By using RooRides App, you enter into a direct legally binding contractual relationship with the Driver for the provision of Transport Services. Any issues or disputes that may arise in connection with the Transport Service provided by Drivers is to be resolved by the Passengers and Drivers. We will provide you with relevant data concerning Drivers on our RooRides App.
Complaints or claims in respect of the Transport Service are to be dealt with by the Driver. We are not responsible for and disclaim any liability in respect of such complaints, claims and liabilities.
5. Use of the Service
In order to use the RooRides Services, you are to register for and keep an active Account. It is necessary that you be at least 18 years of age to obtain an Account. We require you to provide us with certain personal information, such as your name, address, mobile phone number and age and at least one valid payment method supported by us. This information is to be kept accurate, complete and up-to-date in your Account. Unless you do so, you might be unable to access or use the RooRides Services.
Unless permitted by us, you may only possess one Account.
You agree to comply with all applicable laws when accessing or using the RooRides Services and you may only access or use the RooRides Services for lawful purposes.
We may contact you by email or push notification, phone, text messages at any of the phone numbers provided by you or on your behalf in connection with an RooRides account.
6. Payment
You will be charged for making use of the RooRides Service. The charges will be all inclusive of GST where applicable.
Payment is effected either through payment to the driver directly (in cash) or else through our Payment Method System. If you choose to pay through the latter means, charges and payment will be enabled by us by using the preferred payment method that you would have chosen in your Account. Our Payment Method System is currently provided by Cuorium Technologies Limited.
If for any reason we are unable to effect payment through your preferred method of payment, we will use a secondary payment method indicated in your account, if any. Charges paid by you are final and non-refundable, unless otherwise determined by us on a case by case basis.
By providing a Payment Method Service, we collect payment on behalf of the Drivers. Your obligation to the Driver will be fulfilled when the payment order is given to transfer funds to our bank account and is completed. You, as a Passenger are responsible for ensuring that the payment takes place and ensuring that sufficient funds are available. When making payments by the in-App payment service, we receive your payments and forward money to the Driver. In this respect, you may be asked for additional information to verify payment method.
You are to note that when making use of the Payment Method Service, there may be third-party payment costs. We are not responsible for such costs and disclaim all liability in this regard. Moreover, your payment method may also be subject to additional terms and conditions imposed by the applicable third-party payment service provider.
Our responsibility is limited to the functioning of the Payment Method Service and we provide support in resolving problems. The resolution of disputes related to the in-App payment service also takes place through us. For payment support service please contact: [email protected]. We will endeavor to reply to inquiries submitted by e-mail or through RooRides App within a reasonable time.
7. Ordering and cancelling a Transport Service
In order for Transport Service is complete when you place an order and the Driver has agreed to undertake that order, whereupon you will enter into a separate agreement with the Driver for the provision of Transport Service on such terms and conditions as may be agreed to with the Driver.
At booking stage, the Passenger shall be given the price of the trip based on the type of Vehicle, route, Pick-up and Drop-off location which shall include any intermediate Pick-ups or Drop-offs. Subject to Waiting Time Charges this price shall remain unchanged provided that the Passenger makes no changes to the Booking. In different zones different charges may apply. Obtaining consent from the Passenger shall be necessary for such amendment. Bookings will be honoured 99% of the times.
We reserve the right to charge the Passenger a surcharge for all journeys made during the festive season or on any date which we deem to be particularly busy.
Bookings – The Pick-up time provided for both an ASAP and Pre-Booking is an estimate and we cannot guarantee your driver will arrive at a precise minute.
Applicable cancellation fees
The quoted fees referred to below are per cancellation and will only be applicable if the Driver has been dispatched.
On-Account Bookings
In-App Bookings
We shall apply a waiting time per minute as follows: Cars: $1.25 per minute / Vans: $1.50 per minute and Executive: $1.50 per minute. A grace period of two (2) minutes shall be afforded to the Passenger to board the Vehicle, in which case the waiting time shall be waived. Should the grace period elapse, the waiting time charge will be applied in full, from the time the cab arrives at the pick-up point, till the time the trip starts. Flight Arrivals shall have a Grace Period of fifteen (15) minutes applied after the flight lands. The official landing time shall be that provided by Esperance Domestic Airport.
The passenger shall receive a full refund should the cancellation occur before the Driver is dispatched. It shall remain at RooRides’ discretion whether to issue a refund at all.
Please note that sometimes the relevant Driver may decide to cancel your request. You agree that we are not responsible for such situations, and we will incur no liability whatsoever in respect thereof.
We reserve the right in our sole discretion to block your Account either temporarily or permanently in the event that you cancel a Transport Service frequently or in successive instances.
8. Liability, Disclaimer and Indemnity
Subject to the limitations set out in these Terms and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to a breach of our obligations in respect of the RooRides Services.
However and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, agents or others involved in creating, sponsoring, promoting, or otherwise making available the RooRides App and its contents will be liable for:
(i) any consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim,
(ii) any inaccuracy relating to the information concerning the Transport Service provider as made available on our RooRides App,
(iii) the Transport Service rendered or offered by the Driver,
(iv) any direct, indirect or consequential damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our RooRides App, or
(v) any personal injury, death, property damage, or other direct, indirect or consequential damages, losses or costs suffered, incurred or paid by you, for any reason attributable to the Transport Service provider or us, unless by reason of our gross negligence or willful misconduct.
We are not responsible and disclaim any liability for the use, availability, validity, quality, suitability, fitness and due disclosure of the Transport Service and make no representations, warranties or conditions of any kind in this respect, whether implied, statutory or otherwise, including any implied warranties of merchantability, title, non-infringement or fitness for a particular purpose.
You acknowledge and agree that the Driver is solely responsible and assumes all responsibility and liability in respect of the Transport Service including any warranties and representations made by the Driver.
RooRides App is provided on a “tale quale” basis and “as available” basis. We do not represent, warrant or guarantee that access to RooRides App will be uninterrupted or error free. In case of any faults in the software, we will endeavour to correct them shortly. However, the functioning of the RooRides App may be restricted due to occasional technical errors and we are not able to guarantee that the RooRides App will function at all times.
Notwithstanding anything contained herein, our liability to you in respect of these Terms or howsoever otherwise arising in relation therewith shall be limited to two hundred Australian dollars.
You agree to fully indemnify and hold us, our representatives, employees and directors harmless from any claims or losses including liabilities, damages, costs and expenses of any nature that they suffer as a result of your use of the RooRides App including the journeys you obtain through your use of the RooRides App.
We reserve the right to immediately end your use of the RooRides App if you breach these Terms or we consider it necessary to protect our integrity or the safety of Drivers. This is without prejudice to any other remedy that we may have at law or in line with these Terms.
9. Passenger’s good practice
You are to pursue any matters arising concerning defects or quality of the Transport Services with the Driver or the relevant public authority.
You may give us your feedback through the RooRides App.
You are expected to use the RooRides Apps in good faith and to act in a respectful manner towards the Drivers. In the event that you violate these Terms or act maliciously, we reserve the right to close your Account without prior notice. This is without prejudice to any other remedy or right we have hereunder by law.
We will use our best endeavours to ensure that Drivers are respectful towards Passengers and provide a professional transport service. We encourage drivers to follow our Passenger Charter however, we cannot guarantee this in respect of every Driver located through the RooRides App.
10. Our obligations as booking platform
You agree that we shall collect, process and store your booking data as required by law. This shall include names and surnames, pick up point, email address date and time, destination, geolocation and telephone/mobile numbers and any other information necessary for the carrying out of the service. All information is stored and processed in line with our privacy policy.
You agree that we shall share such information if required by Department of Transport or any other relevant authority.
We shall at all times make available to the Passenger during a Trip and through the provision of the Transport service the name and other contact details of the Driver who is/shall ultimately provide the service.
You hereby agree to our Privacy Policy and confirm and hold RooRides harmless for any claims made for our handling of personal data of a Passenger when booked by a User. When a User makes a booking on behalf of a Passenger, RooRides shall assume consent for processing and storage of data of such Passenger for which the User shall remain at all times responsible to such Passenger.
11. RooRides Referral Rules
RooRides Referrals may be switched on or off at any time at RooRides discretion. Should RooRodes Referrals be available at the time of reading, the following terms apply.
By accepting and sharing your RooRides referral code or by signing up with a referral code, you are agreeing to be bound by these rules Travel Conditions. Any violation may lead to the deactivation of your account.
RooRides reserves the right to seek legal redress against any fraudulent activity and seek damages which may far outweigh the monetary gain potentially defrauded.
1. Who is eligible to be a RooRides Referrer?
Any User can be a Referrer who (a) is a legal resident of Australia, (b) is of legal age, and (c) has a RooRides account in good standing. Referrers cannot have more than one RooRides account.
2. Who is eligible to be a Referee?
Your family, your friends and any other person you know may be eligible to be Referees, however this cannot be yourself. To receive a Referral Reward for referring someone who orders services through the RooRides App, your referee/invitee must:
(a) be a new RooRides user
(b) meet the RooRides Terms and Conditions, and
(c) sees through all the actions required for the Referral to be deemed completed including the actual completion of a trip.
Referrers cannot request themselves as a rider within any newly created, fictitious or fraudulent accounts by creating duplicate/multiple accounts, claim false fees or charges, manipulate trip details, or do anything else prohibited by RooRides General Terms & Conditions which may be updated from time to time.
3. How can I use my referral code?
RooRides has the right to limit and change the number of times you use or share your referral code based on these Rules and all other terms and conditions. To see if your code has a limit, refer to the details found in the “Invite Friends” tab within the RooRides App.
RooRides wants you to share your referral code, which may only be done through the App, and earn Referral Rewards. However, referral codes must only be used responsibly. This means that you can only share your referral code with people you know. Referral codes cannot be used for commercial purposes.
You agree that you will not:
1 – Promote by any digital or other means, duplicate, sell, transfer or make available to the general public your referral code in any manner, other than that permissible directly through the RooRides App. Printing it on cards/fliers, posting it on a website or any social media platform or other forms of digital platforms is not permissible;
2 – Try to get referees/invitees by spamming, bulk emailing or sending large numbers of unsolicited emails. The only people you should be emailing are people you know personally;
3 – Use, display or manipulate RooRides intellectual property (such as logos, trademarks and copyright-protected works) in any way and on any platform, except to identify yourself as an RooRides user or referrer;
4 – Make misleading or unlawful claims about RooRides, use offensive/abusive content, create fake websites/web pages/social media profiles/apps, misrepresent your relationship with RooRides, or otherwise make any false or misleading statements to capture a referee/invitee to use your code;
5 – Use your referral code in any manner that violates Australian law or the rights of anyone else.
4. How do I earn my Referral Reward as a referrer/inviter?
Subject to you and your Referees following these “Rules, and you having an activated RooRides account, you should receive your Referral Reward after your Referee uses your code to sign up with RooRides and completes the requirements for the particular Referral Reward. The specific reward details may be found in the “Invite Friends” section within the RooRides App. Cancelled trips do not count towards the minimum requirements.
Referral Rewards are discretionary, and the amount of a Referral Reward and the requirements to get it can vary from time to time. As a result, if your referee/invitee signs up after terms are changed, they may receive a different referral offer from the one stated in your invitation and you may receive a different Referral Reward than you thought.
RooRides reserves the right to change the limit on the number of times you can use your referral code. The requirements for receiving, and the amounts of Referral Rewards are subject to change at RooRides sole discretion. Referral Rewards are not transferable, have no cash value and may expire.
5. How can I earn a Referral Reward as a referee?
A Referee may get a discount the first time they use the RooRides application. The amount and form of the discount will be shown in their invitation which remains entirely at RooRides discretion.
6. Termination and changes
RooRides reserves the right to change, end or pause, in whole or in part, any referral programme, as well as any Referrer or Referee’s ability to participate in any referral programme or receive Referral Rewards at any time for any reason, including but not limited to suspected fraud (including by either the referrer and/or referee), abuse or any violation of these Rules. If RooRides ends any referral programme, any unused or unredeemed Referral Rewards will be forfeited at that time. RooRides has no obligation of giving reasons for ending, suspending or altering this Referral Programme or any other programme or scheme and no user whether Referrer or Referee or otherwise shall be entitled to compensation for RooRides decision to end, suspend or alter any referral programme.
Continued participation in any referral programme or loyalty scheme after any update will mean that you have agreed to the update.
13. Final Provisions
The Terms will be governed by and construed in all respects in accordance with the laws of Australia. Any dispute concerning the interpretation or enforcement of the Terms shall be subject to the exclusive jurisdiction of the Australian Courts.
Nullity of one of the provisions or paragraphs thereof in these Terms shall not affect the applicability of the other provisions or other paragraphs. In such a situation, the null and void provisions or paragraphs thereof shall be replaced by new provisions or paragraphs, the contents, scope and objective of which correspond as far as possible with the old, null and void, provisions.