Terms and conditions

These terms are an agreement between you and Driveroo ("Driveroo", "we", "us" or "our"). They apply when you use the Driveroo rider app, the Driveroo driver app or our website (together, "Driveroo"). By creating an account or using Driveroo, you agree to them. If you don't agree, please don't use Driveroo.

Driveroo is a booking platform. It lets riders book trips with independent drivers in the Perth metropolitan area and pay for them in the app. Drivers aren't our employees: they choose when to drive and which trips to accept.

Our Privacy Policy explains how we handle your personal information. If you drive with Driveroo, section 10 and any driver agreement we give you also apply.

• You must be 18 or older to have a Driveroo account. Someone under 18 may ride only with the adult account holder travelling with them.
• Give us accurate details and keep them up to date, including a mobile number that can receive sign-in codes.
• Your account is for you alone. Don't share it or let anyone else use it.
• Keep your phone and sign-in codes secure. You're responsible for what happens in your account, unless it was misused through no fault of yours.
• You can delete your account at any time. Our Privacy Policy explains how to delete your account.

• Set your pickup and drop-off, choose a ride type (Driveroo X, Driveroo XL, Driveroo Premium or Taxi) and check the estimated fare before you confirm.
• Trips must start inside our Perth service area.
• You need a card saved in the app before you can book.
• We offer your trip to the nearest available driver for your ride type. If they don't accept, we offer it to the next nearest. We can't promise a driver will always be available.
• If no driver accepts your trip, we'll tell you and you won't be charged.
• When a driver accepts, the app shows their name, photo, car and number plate, and where they are.
• Each ride type has a maximum number of seats, shown in the app. Don't book for more people than the car can carry.
• You're responsible for bringing and fitting any child restraint the law requires for children travelling with you.

Before you book, the app shows an estimated fare for each ride type. It's based on a base fare, the expected distance and time of the trip, and a minimum fare for the ride type.

Busy-time pricing

When many people in an area want rides and few drivers are free, busy-time pricing may apply. It is always included in the estimated fare you see before you book, and the app tells you when it applies. The fare you're shown holds for 2 minutes. If it changes before you confirm, we show you the new fare first.

Your final fare

When the trip ends, we work out the final fare from the actual distance and time, using the rates and any busy-time pricing that applied when you booked. It can differ from the estimate, for example if the route changes because of traffic, roadworks or a change you ask your driver to make.

Waiting time

Your driver waits for you at the pickup. The first 3 minutes are free. After that, waiting time is charged per minute at the rate for your ride type, and the app tells you when it starts. Busy-time pricing doesn't apply to waiting time.

Prices

All prices are in Australian dollars and include GST.

• Cancelling is free while we're looking for a driver, and for 2 minutes after a driver accepts your trip.
• After that, or once your driver has arrived, a cancellation fee for your ride type applies. The app shows the fee before you confirm.
• If your driver cancels, or no driver is found, you aren't charged.
• Drivers may cancel a trip for a good reason, such as a concern for their safety. We look into drivers who cancel often.

• You pay with a card saved in the app. Payments are processed by Stripe, and your card details go straight to Stripe.
• Your card is charged when the trip ends, for the final fare and any waiting charge. A cancellation fee is charged when you cancel.
• We email you a receipt, and you can find it under Your trips.
• If a payment fails, we'll let you know. You won't be able to book another trip until it's paid.
• After a trip you can add a tip. Tips are optional, charged to the same card, and go to your driver in full.
• If you think a charge is wrong, choose the trip in Your trips and tap Get help with this trip. We'll look into it and refund your card if we got it wrong.

Driveroo works when riders and drivers treat each other well. Everyone using Driveroo must:

• Be respectful. No abuse, threats, harassment, sexual misconduct or violence of any kind.
• Never discriminate, including on the basis of race, religion, sex, sexual orientation, gender identity, disability or age. Drivers must carry assistance animals, as the law requires.
• Wear a seat belt, and follow the driver's reasonable directions about safety.
• Not smoke or vape in the car, use illegal drugs, or bring anything illegal or dangerous.
• Not damage the car. You're responsible for damage you cause beyond normal wear and tear.
• Use in-app calls and chat only for the trip, and not record each other without consent.
• Not misuse Driveroo, for example with false details, fake accounts or ratings, fraud, or by interfering with the apps.

We may refuse a booking, or suspend or close an account, if someone breaks these rules (see section 12).

• Before you get in, check that the driver's name, photo, car and number plate match the app. If they don't, don't get in, and let us know.
• In an emergency, call 000. During a trip, the SOS button on the trip screen calls 000 for you and records the time and location on your trip.
• To report a safety concern after a trip, choose the trip in Your trips and tap Get help with this trip.
• We check each driver's licence, vehicle registration, insurance and photo before they can take trips. Drivers are responsible for driving safely and following the road rules.
• We may share information with police or other authorities when the law requires it or someone's safety is at risk, as our Privacy Policy explains.

• After each trip, riders and drivers can rate each other from 1 to 5 stars and add a comment.
• Your average rating is shown to the riders or drivers you're matched with.
• Ratings must be honest and about the trip. Don't offer or accept anything in return for a rating.
• We may review an account that is rated low over many trips, and remove ratings that break these terms.

Getting approved

• You need a current Australian driver's licence and any passenger transport driver authorisation that Western Australian law requires.
• Your vehicle must be registered, roadworthy, insured for carrying passengers for reward, and authorised for passenger transport as the law requires.
• You upload your licence, vehicle registration, insurance and a photo in the driver app. Our team checks them, and you can go online once we approve them.
• Keep your documents current. We remind you before they expire, and we may pause your account if one lapses.

Driving

• You're an independent contractor. You choose when to go online and which trip requests to accept.
• Drive safely, follow the road rules, and never drive under the influence of alcohol or drugs.
• Use navigation safely, and don't use your phone in a way the road rules don't allow.

Getting paid

• Riders pay through the app. We pay you the fare, less our service fee, through Stripe Connect. You'll need to set up payouts with Stripe before you can go online.
• Tips go to you in full.
• Stripe pays your earnings into your bank account on its payout schedule.
• You're responsible for your own tax, including registering for GST, which the law requires of rideshare drivers.

Our services come with guarantees that can't be excluded under the Australian Consumer Law, including that they will be provided with due care and skill. Nothing in these terms excludes, restricts or changes those guarantees, or any other right you have that the law doesn't allow us to exclude.

As far as the law allows:

• we aren't responsible for loss caused by things outside our reasonable control, such as mobile network outages, traffic or severe weather;
• we aren't responsible for indirect loss, such as lost income or a missed appointment;
• where we're allowed to limit our liability for failing to meet a consumer guarantee, our liability is limited to supplying the service again, or paying the cost of having it supplied again.

If you're injured in a crash during a trip, compulsory third party insurance, provided in Western Australia by the Insurance Commission of Western Australia, generally covers personal injury. Please also tell us about the incident through the app.

You're responsible for loss or damage you cause by breaking these terms or the law.

• You can stop using Driveroo and delete your account at any time.
• We may suspend or close an account, or refuse a booking, if someone breaks these terms, puts others at risk, has an amount owing, or if the law requires it. Where it's safe and lawful, we'll tell you why and give you a chance to respond.
• Amounts owed before an account closes are still payable.

Driveroo will grow and change, including its features, ride types, rates and service area. The fare you're shown before you book is always based on the rates at that time.

We may update these terms. If a change significantly affects you, we'll tell you in the app or by email at least 14 days before it takes effect. If you keep using Driveroo after that, the updated terms apply. If you don't agree with them, you can delete your account.

If something goes wrong, tell us. For a trip, use Get help with this trip in the app. For anything else, go to Menu, then Support, or email hello@driveroo.com.au. We aim to reply within 2 business days and to resolve most issues within 10 business days.

If you're not happy with how we've handled your complaint, you can contact Consumer Protection WA at www.consumerprotection.wa.gov.au. For privacy complaints, see section 14 of our Privacy Policy.

These terms are governed by the law of Western Australia. You and we agree to the non-exclusive jurisdiction of the courts of Western Australia.

If any part of these terms can't be enforced, the rest still applies.

For help with a trip, the quickest way is Get help with this trip in the app. For anything else about these terms:

Email

hello@driveroo.com.au

Phone

(08) 5550 2100, Monday to Friday, 9 am to 5 pm, Perth time

Online

Our Contact page