Terms & Conditions

1. How Roll & Ride Works

1.1 Roll and Ride provides a booking service and platform for Customers to obtain Commercial Passenger Vehicle (CPV) services, including wheelchair-accessible transport, from independent Drivers who hold all necessary licences and accreditations required by Safe Transport Victoria. Drivers may include independent owner/drivers using their own vehicles or drivers operating Roll and Ride-owned vehicles.

1.2 When you use the Application to place a booking, you offer to contract with Roll and Ride for the provision of Driver Services in accordance with your booking. Roll and Ride may accept your offer and subcontract the performance of those services to a Driver.

1.3 Roll and Ride prioritises accessibility, ensuring compliance with the Disability Standards for Accessible Public Transport 2002 for passengers with disabilities, including those requiring wheelchairs or assistance animals.

2. Definitions and Interpretation

2.1 Definitions

Account

A Personal Account or Business Account maintained via the Application.

Application

Roll and Ride's software for booking Driver Services, accessible via www.rollandride.com.au or a mobile app.

Authorisations

All licences, accreditations, and approvals required by Safe Transport Victoria and other regulators to provide Driver Services in Victoria.

Available Vehicle

A vehicle assigned to a Booking, as described in clause 5.5, which may be owned by independent owner/drivers or Roll and Ride-owned vehicles.

Booking

Your offer to Roll and Ride for Driver Services based on Booking Information.

Booking Conditions

Operational details and conditions for a specific Booking (e.g. wait times, cancellation policies, accessibility requirements), notified via the Application.

Booking Information

Customer-provided details for Driver Services (e.g. pickup/drop-off locations, time, accessibility needs).

Business Account

An Account for a business, used by employees or nominated users.

Claim

Any claim, cause of action, cost, demand, damages, or liability arising from this agreement.

Device

A personal electronic device (e.g. smartphone, computer) used to access the Application.

Driver

A Safe Transport Victoria-accredited transport operator providing Driver Services as Roll and Ride's subcontractor, which may include independent owner/drivers using their own vehicles or drivers operating Roll and Ride-owned vehicles.

Driver Services

CPV transport services, including wheelchair-accessible services, provided by Drivers per Booking Information.

Driver Services Fee

The portion of the Quoted Fare for Driver Services, per clause 5.3.

Feedback Rating

A score provided by you reflecting satisfaction with Driver Services.

Roll and Ride Services

The acceptance of Bookings and arrangement of Driver Services by Roll and Ride.

Roll and Ride Services Fee

The portion of the Quoted Fare for Roll and Ride Services, per clause 5.3.

GST

Goods and services tax under the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

Intellectual Property

All industrial and intellectual property rights (e.g. trademarks, copyrights, trade secrets) owned by Roll and Ride, including the Application.

Law

Statutes, regulations, by-laws, orders, or common law duties in Victoria, Australia.

Nominated Account

The bank account or credit/debit card nominated for payment of the Quoted Fare.

Prohibited Goods

Items posing health, safety, or property risks (e.g. explosives, radioactive materials), goods prohibited by standard carriers, or perishable goods.

2.2 Interpretation

• Headings are for convenience and do not affect interpretation.
• Singular includes plural, and vice versa.
• Gender references are inclusive.
• References to clauses or parties are to this agreement.
• “Including” means without limitation.
• Time references are to Australian Eastern Standard Time (AEST).
• Non-Business Day actions are deferred to the next Business Day.

3. Term

This agreement commences when you first use the Application and continues until terminated per clause 12.

4. Roll & Ride Application

4.1 Eligibility

You warrant that:

• You are legally capable of entering binding contracts under Victorian law.
• You are 18 years or older.
• Information provided to the Application is handled per Roll and Ride's Privacy Policy, and may be disclosed to the Account holder/administrator for Business Accounts.

4.2 Licence to Use the Application

• Roll and Ride grants you a non-transferable, non-exclusive licence to use the Application for booking Driver Services.
• You agree to use the Application only on a Device you own or control; to restrict use to yourself; to use the Application solely for making Bookings; and not to modify, decompile, lease, or transfer the Application.
• The Application's functionality depends on third-party providers (e.g. internet, software). Roll and Ride is not liable for disruptions caused by third parties.
• All Intellectual Property in the Application is owned by Saarav Investments Pty Ltd Trading as Roll and Ride.
• Roll and Ride is not liable for losses due to internet or server disruptions; Customer or Driver errors (e.g. cancellations, misinformation); Device failures; or hacking, viruses, or events beyond Roll and Ride's control, such as disruptions to GPS or payment systems.

4.3 Establishing an Account

• To book Driver Services, you must create a Personal or Business Account via the Application.
• A Personal Account requires: name, phone number, email, and credit/debit card details.
• A Business Account requires: business name, phone, address, email, credit/debit card details, and authorised user/spend limit instructions (if applicable).
• For Business Accounts, you warrant that end users comply with this agreement.
• Roll and Ride may terminate your Account at its discretion without notice, per Safe Transport Victoria regulations.

5. Booking Process

5.1 You may book Driver Services by entering Booking Information into the website or Application:

• Name, phone, email, and accessibility needs (e.g. wheelchair, assistance animal).
• Pickup and drop-off locations (address and/or GPS coordinates, per the Trip Record-Keeping Policy).
• Date, time, and duration of service.
• Number of passengers and luggage.

5.2 If booking for another party, you warrant that they agree to these terms.

5.3 Roll and Ride provides a Quoted Fare based on trip duration and distance; demand for transport services; fuel levies, tolls, and other charges; Multi Purpose Taxi Program (MPTP) subsidies, if applicable; and GST (fully inclusive). The Quoted Fare comprises the Driver Services Fee and Roll and Ride Services Fee, calculated via software.

5.4 Accepting the Quoted Fare constitutes a formal offer (Booking) to pay for the services.

5.5 If Roll and Ride accepts your Booking, it locates an Available Vehicle (wheelchair-accessible if required, which may be owned by independent owner/drivers or Roll and Ride) and confirms via the Application with the Driver's name and Feedback Rating (if available), estimated arrival time, and vehicle details (e.g. registration, wheelchair-accessible status).

5.6 Roll and Ride may decline a Booking at its discretion or if no Available Vehicle is found, notifying you via the Application or provided contact details.

5.7 Roll and Ride provides the Driver with Booking Information to perform the Driver Services, ensuring compliance with Safe Transport Victoria's Trip Data Specification.

6. Booking Cancellations and Refunds

6.1 You must comply with the Booking Conditions for each Booking, including cancellation and refund processes, notified via the Application.

6.2 Cancellation charges apply based on the time before the scheduled journey, as follows:

6.3 Cancellations must be submitted via the Application or by contacting Roll and Ride at bookings@rollandride.com.au or 1300 12 05 05.

6.4 Refunds, if applicable, are processed per Roll and Ride's Refund Policy, subject to Safe Transport Victoria regulations and MPTP subsidy rules. Refunds are issued to the Nominated Account within 7 business days, less any applicable cancellation charges.

6.5 No refunds are issued for no-shows or cancellations with less than 12 hours' notice, as per Safe Transport Victoria guidelines.

6.6 Waiting Time Charges

Drivers provide a grace period of 10 minutes from the scheduled pickup time. If the passenger is not ready after 10 minutes, a late fee of $1 per minute will be charged until the passenger is ready or the trip commences. This fee is added to the Quoted Fare and is non-refundable.

7. Driver Services

7.1 Drivers provide Driver Services as Roll and Ride's subcontractors, ensuring:

• Valid Safe Transport Victoria accreditation, displayed per regulatory requirements.
• Compliance with the Commercial Passenger Vehicle Industry Act 2017 and Disability Standards for Accessible Public Transport 2002.
• Safe, prompt, and accessible service, including operation of wheelchair ramps/hoists and accommodation of assistance animals.
• Professional conduct, reasonable care, and adherence to de-escalation strategies for occupational violence, per Safe Transport Victoria's 2025 CPV Industry Reform Package.

7.2 Drivers may assign or offload a Booking to another accredited Driver, who assumes all obligations under this agreement, per the Subcontractor Agreement.

7.3 Drivers must report notifiable incidents (e.g. accidents, passenger disputes) to Roll and Ride and Safe Transport Victoria within 24 hours, per the Trip Record-Keeping Policy.

8. Payment

8.1 Personal Accounts

• Payment is deducted from the nominated credit/debit card when Roll and Ride accepts the Booking.
• If funds are insufficient, Roll and Ride may cancel the Booking or pursue payment, subject to applicable laws.

8.2 Business Accounts

• Roll and Ride invoices weekly for Bookings, payable within 30 days.
• Overdue invoices incur 12% per annum interest, calculated daily.
• Non-payment may suspend Booking privileges until paid.

8.3 General

• Disputes over charges must be submitted in writing to bookings@rollandride.com.au within 7 days of the invoice date, per the Complaints Management Policy.
• Variations to Driver Services (e.g. route changes, additional stops) may incur additional charges, payable by you.
• Inaccurate Booking Information resulting in a lower Quoted Fare will be corrected and charged at the time of the trip.
• Payments include MPTP subsidies (if applicable), processed per Safe Transport Victoria guidelines, with records maintained as per the Trip Record-Keeping Policy.

9. Your Obligations

9.1 You must:

• Provide accurate Booking Information and documentation, including accessibility needs.
• Comply with Booking Conditions and Safe Transport Victoria's passenger conduct requirements.
• Ensure no Prohibited Goods are transported.
• Ensure passengers and end users agree to these terms.
• Attend the pickup location at the specified time.
• Allow transport of passengers and luggage (within vehicle capacity).
• Provide an accurate Feedback Rating post-trip, logged per the Complaints Management Policy.
• Prevent damage or soiling to the vehicle, or pay a cleaning/damage fee of $250.

9.2 You warrant that all Booking Information is true and correct.

9.3 You must not engage in behaviours that violate Safe Transport Victoria's Code of Practice (e.g. aggression toward Drivers).

10. Limitation of Liability

10.1 Insurance: Drivers maintain insurance for Driver Services (e.g. public liability, vehicle insurance), per the Subcontractor Agreement, but Roll and Ride is not responsible for verifying or maintaining customer insurance.

10.2 Incident Reporting: In case of an accident or incident, Roll and Ride may provide Driver insurance details to assist with claims, at its discretion, per Safe Transport Victoria's 2025 CPV Industry Reform Package. You are responsible for verifying insurance details and making inquiries.

10.3 Non-Excludable Guarantees: This agreement does not exclude statutory guarantees under the Competition and Consumer Act 2010 (Cth).

10.4 Exclusion of Liability: Roll and Ride excludes implied conditions, warranties, or terms, except those that cannot be excluded by law; liability for consequential or indirect damages (e.g. loss of profits, missed appointments); and liability for Application or website failures, third-party website content, or Driver acts and omissions (e.g. late arrivals).

Roll and Ride's liability is limited to re-performing Roll and Ride Services or Driver Services (if applicable), or the lesser of the Quoted Fare for the affected Booking or the last Booking made.

10.5 Fraud and Negligence: Nothing excludes liability for fraud, death, or personal injury caused by negligence, per applicable law.

10.6 Roll and Ride is not liable for disruptions due to internet or server failures; Customer or Driver errors (e.g. cancellations, misinformation); Device failures; or hacking, viruses, or events beyond Roll and Ride's control.

11. Indemnity

11.1 You indemnify Saarav Investments Pty Ltd Trading As Roll and Ride, its officers, employees, and agents against losses, costs, or liabilities arising from your acts or omissions under this agreement; breach of this agreement; or claims by Drivers related to your use of Driver Services.

11.2 Your indemnity is reduced if the loss arises from Roll and Ride's negligence.

11.3 This indemnity survives termination of the agreement.

12. Termination and Suspension

12.1 Roll and Ride may terminate this agreement or suspend your access to the Application at its discretion without notice, per Safe Transport Victoria regulations.

12.2 Upon termination, you must cease using the Application, fulfil outstanding obligations (e.g. payments), and return or destroy Roll and Ride's Intellectual Property.

12.3 Termination does not affect Roll and Ride's other rights or remedies.

12.4 Termination for regulatory breaches may be reported to Safe Transport Victoria and published on the Public Register, per the 2025 CPV Industry Reform Package.

13. General

13.1 Entire Agreement: This agreement supersedes all prior agreements or communications.

13.2 No Merger: Provisions remain in effect post-transaction unless fulfilled.

13.3 Severability: Void or unenforceable terms are read down or severed without affecting other terms.

13.4 Rights Cumulative: Roll and Ride's rights are in addition to legal rights.

13.5 Waiver: Failure to enforce rights is not a waiver.

13.6 No Assignment: You may not assign rights or obligations without Roll and Ride's written consent.

13.7 Notices: Notices must be in writing, delivered to Roll and Ride at bookings@rollandride.com.au or 45 Parkside Rise, Craigieburn VIC 3064.

13.8 Further Assurance: You must execute documents and take actions to give effect to this agreement.

13.9 Governing Law: This agreement is governed by Victorian law, with jurisdiction in Victorian courts.

13.10 Roll & Ride's Address

13.11 Customer's Address: As provided in the Application.

Questions about this page? Call 1300 12 05 05 or email bookings@rollandride.com.au. See also our Privacy Policy.