Effective 2026-05-01
Rider Terms of Service
slug: rider-terms-of-service title: Rider Terms of Service documentType: rider_terms_of_service version: "2.0" appContext: rider_app requiredForRole: "rider" displayOrder: 1 mustAcceptToUse: true effectiveDate: 2026-05-01 jurisdiction: WA summary: | Terms of service for Riders booking trips through the OZ Ride app.
02 — Rider Terms of Service
Effective Date: 1 May 2026 Parties: OZ Ride Pty Ltd (ACN/ABN 52 694 735 487) ("we", "us", "our", "OZ Ride") and the individual rider who has accepted these terms ("you", "your", "Rider"). Governing law: Western Australia. Defined terms: Capitalised terms not defined in this document have the meaning given in 00 — Definitions.
These are the terms on which you may use the OZ Ride platform to request, take, and pay for Trips. By tapping "Accept" in the Rider App, by booking a taxi via the Phone Booking Service, or by stepping into a taxi displaying the OZ Ride brand and electing to pay with an OZ Ride payment method, you confirm that you have read these terms, the Privacy Policy, the Payment Terms, the Acceptable Use Policy, and the Safety and Insurance Disclosure, and that you agree to be bound by them.
1. The relationship
1.1 Marketplace. OZ Ride operates a technology Platform that connects Riders with independent Drivers. OZ Ride does not itself provide transport services. Each Trip is provided by an independent Driver under the Driver Service Agreement.
1.2 No expectation of availability. OZ Ride does not guarantee the availability of a Driver at any particular time, in any particular area, or for any particular type of Trip. Driver availability varies with demand and other factors.
1.3 Eligibility. You must be at least 18 years of age (or, if under 18, must be accompanied by a person 18 or older). You must have the legal capacity to enter into binding agreements. If you are creating an account on behalf of an organisation, you confirm that you are authorised to bind that organisation to these terms.
2. Your account
2.1 Creating an account. You may create a Rider account by providing a current mobile telephone number, your name, and a payment method, and by completing one-time-password verification. You may, in addition, link an Apple, Google, or other third-party identity to your account for sign-in convenience.
2.2 Accuracy. The information you provide must be accurate and current. You must promptly update your account if any of it changes.
2.3 One person, one account. Each natural person may have only one Rider account. Sharing your account, or creating multiple accounts to circumvent any restriction OZ Ride has imposed on you, is a breach of these terms.
2.4 Account security. Keep your account credentials confidential. You are responsible for any Trip requested or taken using your account except to the extent the unauthorised use was due to a security failure on the Platform.
2.5 Test accounts. OZ Ride reserves the use of certain phone-number prefixes (notably +614 0000 0001 and +614 0000 0002) for internal testing and training. These reservations are not available for public registration.
3. Requesting and taking a Trip
3.1 Fare estimate. Before you confirm a rideshare Trip, the Rider App shows you an estimated fare calculated by the Fare Engine. The estimate is based on current Vehicle category, route, distance, time, surcharges, the Booking Fee (if applicable), and the Platform Fee in effect at the time of estimate. The actual Fare may vary from the estimate if the Trip route, distance, time, or duration differs materially from the estimate.
3.2 Fare snapshot. Once you confirm a rideshare Trip, the Platform Fee rate and pricing schedule applicable to that Trip are snapshot to the Trip record. A subsequent change to the Platform Fee or pricing schedule does not affect that Trip.
3.3 Taxi Trips. For taxi Trips, the Fare is determined by the meter operating under the WA Department of Transport's regulated taxi fare schedule. The estimate shown in the Rider App or quoted by the Phone Booking Service is indicative; the meter is authoritative.
3.4 Pickup. You must be at the pickup location, ready to travel, by the time the Driver arrives. Drivers are not required to wait beyond a short courtesy period before a No-Show Fee may apply. Detailed pickup conduct is in the Acceptable Use Policy.
3.5 In-Trip behaviour. You must wear the seat belt provided. You must use any child restraint that the Driver is required by law to provide for a child of the relevant age. You must not smoke, vape, consume alcohol, or take prohibited drugs in the Vehicle. You must not behave in any way that interferes with the Driver's safe operation of the Vehicle. You must not damage the Vehicle.
3.6 Carriage of others. A Trip may carry only the persons whom you have requested to travel. The maximum number of passengers is the number of seat belts available in the Vehicle, less the Driver. Children must be carried in lawful child restraints. Assistance animals are always permitted under the Disability Discrimination Act 1992 (Cth) and applicable WA law; pets other than assistance animals are at the Driver's discretion.
3.7 Lost items. OZ Ride is not responsible for items left behind in a Vehicle. The Driver is required to make reasonable endeavours to return identified lost items, and OZ Ride will assist by relaying contact between you and the Driver. A handling fee may apply to lost-item return.
4. Cancellations and no-shows
4.1 Free cancellation window. You may cancel a rideshare Trip free of charge within the cancellation window stated in the Rider App at the time of request. The current cancellation window is two minutes from the time of Driver acceptance, and the Trip may be cancelled free of charge before that point or before the Driver has commenced movement towards your pickup, whichever is earlier.
4.2 Cancellation Fee. If you cancel after the free window, a Cancellation Fee may be charged. The current Cancellation Fee structure is set out in clause 9 of the Payment Terms.
4.3 No-Show Fee. If a Driver arrives at your pickup location and you do not appear within the no-show window (currently five minutes after Driver arrival), the Driver may cancel the Trip and a No-Show Fee may be charged. The current No-Show Fee structure is in clause 9 of the Payment Terms.
4.4 OZ Ride may waive. OZ Ride may, in its discretion, waive a Cancellation Fee or No-Show Fee where the cancellation arose from a Platform issue, a Driver issue, or other circumstances that, on a fair view, do not warrant the fee.
5. Payment
5.1 Stored payment method. Trips are paid using the payment method linked to your account. You may store a credit or debit card, an Apple Pay or Google Pay token, or other supported method.
5.2 Authorisation hold. When you confirm a Trip, OZ Ride may place an authorisation hold on your payment method for the estimated Fare amount. The hold is released when the Trip is captured, refunded, or cancelled, in accordance with your card issuer's processing times.
5.3 Capture. The Fare is captured at the end of the Trip. If the actual Fare exceeds the authorisation by a small margin (typically due to a longer Trip than estimated), OZ Ride may capture an additional charge or split the capture across multiple charges, in accordance with Stripe's payment processing rules.
5.4 Receipts. A receipt is issued by email or in the Rider App after each Trip. The receipt itemises the Fare, the Platform Fee, the Booking Fee, any surcharges, taxes, and the total charged.
5.5 Cash. Some Taxi Trips may be paid in cash to the Driver. Cash Trips are still recorded by the Platform and are subject to these terms.
5.6 Disputes about a charge. If you believe you have been incorrectly charged, raise the dispute within 7 days of the Trip by replying to the receipt email or contacting support@oz-ride.com. OZ Ride will investigate and respond within 7 Business Days. The detailed dispute procedure is in clause 12 of the Payment Terms.
5.7 Refunds. Refunds are processed to your original payment method. Stripe's processing time may add 1–10 Business Days to settlement.
5.8 Chargebacks. A chargeback initiated through your card issuer is regarded as the equivalent of a payment dispute. OZ Ride will respond to your chargeback with the records on the Platform, and will not retaliate against you for the chargeback. However, if a chargeback is determined to be frivolous or made in bad faith, OZ Ride may suspend or terminate your account.
6. Safety Features
6.1 OZ Ride provides safety features in the Rider App, including: in-Trip live location share with trusted contacts; an SOS button that alerts OZ Ride and (where you have configured them) trusted contacts; route-deviation alerts; and an in-app emergency call button to triple-zero. These features are described in detail in the Safety and Insurance Disclosure.
6.2 Trusted contacts. You may add trusted contacts to your account. By adding a trusted contact, you confirm that the contact has consented to receiving safety notifications from OZ Ride about you. OZ Ride may, from time to time, prompt the trusted contact to confirm the connection.
6.3 Trip share. You may share a live link to your active Trip with any person. Trip share links are time-limited and may not exceed the maximum duration set out in the Safety and Insurance Disclosure (currently the duration of the Trip plus 60 minutes).
6.4 SOS. Activating SOS triggers an alert to OZ Ride and (where configured) your trusted contacts. SOS alerts are reviewed promptly by OZ Ride staffed support, who may, depending on the situation, contact you, contact the Driver, contact your trusted contacts, contact emergency services, and (where appropriate) take steps to facilitate emergency response. SOS is not a substitute for triple-zero. If you are in immediate danger, call 000.
6.5 OZ Ride is not an emergency service. Safety Features are platform support features, not an emergency service. OZ Ride does not control the response time of emergency services or the actions of any person you contact through the Platform.
7. Conduct
7.1 You must comply with the Acceptable Use Policy.
7.2 Without limiting the Acceptable Use Policy, you must not: assault, harass, abuse, threaten, or discriminate against a Driver or other person; bring weapons into a Vehicle (other than as permitted by law); use the Platform for any unlawful purpose; tamper with or interfere with the Vehicle, the meter, the Player Tablet, or any safety equipment; create or use multiple accounts to evade restrictions; or use the Platform in any manner that would expose OZ Ride or any Driver to legal liability.
7.3 Damage to Vehicle. If you damage the Vehicle (including by spilling, vomiting, or other soiling that prevents the Driver from continuing to provide service that day), you may be charged a cleaning fee or, in serious cases, a damage assessment. The fees and the dispute process are in clause 9.7 of the Payment Terms.
8. Suspension and termination
8.1 By you. You may delete your account at any time from the in-app settings or on Notice to privacy@oz-ride.com. Deletion is processed in accordance with the Privacy Policy retention rules.
8.2 By OZ Ride. OZ Ride may suspend or terminate your account immediately for: breach of these terms; breach of the Acceptable Use Policy; fraud or chargeback abuse; conduct that endangers a Driver or another Rider; or any matter that, in OZ Ride's reasonable judgement, makes your continued use of the Platform incompatible with safe and lawful operation.
8.3 Lesser measures. OZ Ride may, in lieu of termination, take lesser measures including: requiring an additional payment method; requiring a deposit; restricting your ability to use cash; requiring you to take certain Trip categories only; or limiting your access to particular features.
8.4 Notification. Where reasonably practicable, OZ Ride will notify you of a suspension or termination, including a brief statement of reasons. Where the matter is urgent (for example, an alleged assault), OZ Ride may suspend first and notify after.
9. Communications
9.1 Operational messages. OZ Ride sends operational messages to your account, including SMS one-time-passwords, push notifications about Trip status, receipts, and safety alerts. You consent to receive these messages.
9.2 Marketing messages. OZ Ride may send marketing messages from time to time. You may opt out of marketing messages at any time by following the unsubscribe link in any message or by adjusting your in-app preferences.
9.3 Spam Act 2003. OZ Ride sends commercial electronic messages in accordance with the Spam Act 2003 (Cth).
9.4 Phone calls. Some communications are made by phone, including by the Phone Operator AI Agent ("Alex"). The Phone Operator AI Agent's interactions are recorded and used for quality and safety purposes. You may at any time request that a call be transferred to a human operator.
10. Liability
10.1 Australian Consumer Law. Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy available to you under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other law that cannot be lawfully excluded, restricted, or modified.
10.2 Marketplace facilitator. OZ Ride provides the Platform as a marketplace facilitator. OZ Ride does not itself provide transport services. The performance of Driver Services is the responsibility of the Driver. OZ Ride is not liable for the manner in which a Driver performs the Driver Services, except to the extent of any non-excludable obligation of OZ Ride under the Australian Consumer Law in respect of services that OZ Ride itself supplies (including the Platform's matching, payment, and support functions).
10.3 Liability cap. To the maximum extent permitted by law and subject to clause 10.1, OZ Ride's aggregate liability to you in respect of any matter arising under or in connection with these terms or the Platform is capped at the greater of (a) AUD 1,000 and (b) the total amount of Fares paid by you to OZ Ride in the 12 months preceding the event giving rise to the claim.
10.4 Excluded losses. To the maximum extent permitted by law and subject to clause 10.1, OZ Ride excludes liability for indirect, special, consequential, exemplary, or punitive damages, loss of profit, loss of business opportunity, and loss arising from third-party services on which the Platform depends.
10.5 Force Majeure. Neither party is liable for any failure to perform any obligation under these terms to the extent caused by a Force Majeure Event.
11. Indemnity (limited)
11.1 You indemnify OZ Ride against loss to the extent caused by your: (a) breach of these terms; (b) breach of the Acceptable Use Policy; (c) damage to a Vehicle in connection with a Trip taken by you; or (d) misuse of the Safety Features. This indemnity does not apply to the extent the loss arises from OZ Ride's negligence, fraud, or wilful misconduct.
12. Privacy
Your Personal Information is collected, used, and disclosed in accordance with the Privacy Policy. The Privacy Policy describes the categories of information OZ Ride collects from Riders, the purposes for which it is used, the third parties to which it is disclosed (notably Stripe, Twilio, Mapbox, and Amazon Web Services), the retention periods that apply, and your rights in respect of your information.
13. Disputes
13.1 Informal resolution. A party with a dispute must first send a written Notice describing the dispute to the other party. The parties must use reasonable endeavours to resolve the dispute informally within 28 days of the Notice.
13.2 Mediation. If the dispute is not resolved within 28 days, either party may refer it to mediation administered by the Resolution Institute. The mediation is to be held in Perth, Western Australia, in English, before a mediator agreed by the parties or, failing agreement, nominated by the President of the Resolution Institute.
13.3 Court and tribunal. Court proceedings under these terms must be commenced in the courts of Western Australia. Nothing in this clause prevents you from making a complaint to the WA Department of Transport, the Department of Mines, Industry Regulation and Safety (Consumer Protection), the WA State Administrative Tribunal where it has jurisdiction, the Office of the Australian Information Commissioner in respect of any privacy concern, or any small-claims forum that has jurisdiction in the matter.
14. Variations
OZ Ride may vary these terms from time to time. A material variation will be notified to you at least 14 days before the change takes effect, by in-app message and email. By continuing to use the Rider App after the change takes effect, you accept the variation. If you do not accept the variation, you may stop using the Platform.
15. General
15.1 Entire agreement. These terms, together with the documents in this framework expressly referenced in them, constitute the entire agreement between you and OZ Ride in relation to its subject matter.
15.2 Severability. If any clause of these terms is held to be invalid or unenforceable, that clause is severed to the minimum extent necessary, and the remaining clauses continue in full force.
15.3 Assignment. You may not assign your rights under these terms. OZ Ride may assign these terms to a successor entity on Notice.
15.4 Waiver. A waiver of any right under these terms is effective only in the specific instance for which it is given.
15.5 Survival. Clauses 5.7–5.8 (refunds, chargebacks), clause 7.3 (Vehicle damage), clause 10 (Liability), clause 11 (Indemnity), clause 12 (Privacy), and clause 13 (Disputes) survive termination of these terms.
16. Notices
16.1 Notices to OZ Ride must be sent to legal@oz-ride.com. Notices to you may be sent by email to the address on your account or by SMS to the mobile number on your account.
16.2 Email Notices are deemed received at the start of the next Business Day in Perth, Western Australia, unless an automated bounce or non-delivery message is received within 24 hours.
17. Governing law
These terms are governed by the law of Western Australia.
End of Rider Terms of Service.