Help Centre
Welcome to the Rydr Help Centre. Find answers to common questions about booking, payments, cancellations, chauffeur services, and account management.
1. Booking a Ride
Rydr allows you to book premium chauffeur journeys through our online platform. You can select your journey type, pickup and destination, travel time, passenger and luggage details, and preferred vehicle or service type.
Before confirming your booking, review all journey details carefully to make sure the information you provide is accurate.
2. Booking Confirmation
Your booking is confirmed when Rydr provides confirmation through the platform or an authorised communication channel. Availability depends on the availability of suitable chauffeurs and vehicles.
If you cannot find the service or vehicle you need, please contact Rydr for assistance.
3. Changing or Cancelling a Booking
If you need to change or cancel your booking, do so as early as possible through the Rydr platform or by contacting our support team.
Cancellation charges, refund eligibility, and applicable deadlines depend on the conditions associated with your specific booking.
4. Payments
Rydr supports card and cash payment options where available. Card payments are processed through Adyen.
The applicable fare is shown during the booking process before you confirm your journey. If you have a question about a payment or charge, please contact our support team.
5. Chauffeurs and Vehicles
Rydr works with professional and appropriately licensed chauffeurs and transportation partners. Chauffeurs and vehicles may be subject to verification before fulfilling Rydr journeys.
Vehicle availability may vary depending on the location, service type, booking requirements, and operational circumstances.
6. Pickup and Journey Information
Please provide accurate pickup, destination, passenger, luggage, and contact information when booking.
Rydr uses Google Maps and related services for location search, routing, distance, and journey-duration calculations. Actual journey times may be affected by traffic, road conditions, weather, and other circumstances outside our control.
7. Account and Profile
You can manage relevant account information through your Rydr account. Please keep your contact information accurate and your account credentials secure.
If you believe that your account has been compromised, contact Rydr as soon as possible.
8. Complaints and Lost Property
If you experience an issue with a journey, chauffeur, vehicle, payment, or other Rydr service, please contact us as soon as possible so we can investigate and assist.
If you leave an item in a vehicle, report it through the available lost-and-found process with your booking and item details. We will make reasonable efforts to help recover lost property, but recovery cannot be guaranteed.
9. Driver Support
Chauffeurs can use the Rydr driver portal to manage their application, verification information, trips, and earnings.
Driver verification may require documents such as a driving licence, private-hire licence, insurance certificate, V5C/logbook, MOT certificate, and private-hire vehicle licence.
10. Safety
Your safety is important to us. Rydr works with professional and licensed chauffeurs and maintains verification processes for drivers and vehicles.
If you experience an immediate emergency or danger, contact the appropriate local emergency services first. For non-emergency safety concerns, contact Rydr support as soon as reasonably possible.
11. Need More Help?
If you cannot find the answer you are looking for, our support team can assist with booking, payment, account, journey, driver, complaint, and other service-related questions.
Rydr Ltd
201A Victoria Street, London, SW1E 5NE
Email: info@rydr.app
Phone: +44 020 3934 2121
Rydr Ltd — Help Centre v1.0
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