TwendeCar Terms of Service

Last updated: [Insert date]

These Terms of Service govern your access to and use of the TwendeCar website, mobile application, services, features, and related products.

By creating an account or using TwendeCar, you agree to these Terms.

If you do not agree, you must not use TwendeCar.

For the purposes of these Terms, TwendeCar, we, us, and our mean:

1. About TwendeCar

TwendeCar is a platform that helps people connect with others who are already planning similar journeys.

Users may use TwendeCar to:

• search for rides;
• offer spare seats;
• request seats;
• arrange shared journeys;
• arrange travel to events;
• contribute towards journey costs;
• message other users;
• make payments;
• manage bookings;
• rate and review users.

TwendeCar is intended to facilitate shared journeys and cost contributions.

TwendeCar is not intended to operate as an on-demand taxi or private-hire service for ordinary private drivers.

2. Our Role

TwendeCar provides a digital platform that allows users to connect and arrange shared journeys.

Unless expressly stated otherwise, TwendeCar:

• is not the driver;
• does not own the driver's vehicle;
• does not employ ordinary private drivers;
• does not control how a driver operates their vehicle;
• does not guarantee that a particular journey will take place;
• does not guarantee the behaviour of any user;
• does not guarantee that a driver or passenger will arrive on time.

The agreement for the shared journey is primarily between the driver and passenger.

TwendeCar may provide additional services such as:

• payment processing;
• identity verification;
• vehicle checks;
• messaging;
• safety features;
• dispute handling.

3. Eligibility

You must be at least 18 years old to create a TwendeCar account.

You must have legal capacity to enter into contracts.

If you are using TwendeCar on behalf of an organisation, you confirm that you have authority to bind that organisation.

4. Account Registration

To use certain features, you must create an account.

You agree to provide accurate, complete, and current information.

You must not:

• create an account using false details;
• impersonate another person;
• create multiple accounts to avoid restrictions;
• allow another person to use your account;
• sell or transfer your account.

You are responsible for:

• protecting your password;
• protecting access to your device;
• keeping your contact details current;
• notifying us if your account may have been compromised.

5. User Roles

A normal TwendeCar user may act as: a passenger; a driver; both.

You do not need separate driver and passenger accounts.

TwendeCar may also support: event organisers; commercial transport providers; administrators. These may be subject to additional terms.

6. Driver Eligibility

Before offering rides, a driver may be required to provide information or evidence relating to:

• identity;
• driving licence;
• vehicle;
• MOT;
• road tax;
• insurance;
• vehicle registration;
• other verification checks.

A driver must:

• hold a valid driving licence;
• be legally permitted to drive the vehicle;
• use a roadworthy vehicle;
• have valid insurance suitable for the journey;
• comply with applicable road traffic laws;
• comply with any applicable MOT or tax requirements;
• ensure the vehicle is safe for passengers;
• comply with TwendeCar's Driver Terms and policies.

You must not offer a ride if you are not legally entitled to drive.

7. Driver Responsibility for Vehicle and Insurance

Drivers remain responsible for ensuring their: licence; insurance; vehicle tax; MOT; roadworthiness; vehicle use are lawful and appropriate.

TwendeCar may perform checks, but such checks do not transfer legal responsibility away from the driver.

A verification badge does not mean TwendeCar guarantees:

• driving ability;
• ongoing roadworthiness;
• insurance validity at all times;
• ownership;
• user behaviour.

8. Vehicle Verification

TwendeCar may verify vehicle information using:

• user-submitted documents;
• DVLA or DVSA information;
• third-party services;
• manual checks.

We may approve, reject, suspend, or request further information about a vehicle.

If required vehicle verification expires or becomes invalid, we may prevent the vehicle from being used for future rides.

9. Offering a Ride

A driver may offer a ride only where they are genuinely planning to make that journey.

When creating a ride, the driver must provide accurate information including:

• origin;
• destination;
• date;
• departure time;
• available seats;
• vehicle;
• pickup information;
• contribution amount;
• relevant journey notes.

You must not advertise a journey you do not genuinely intend to make.

10. TwendeCar Is Not a Taxi App

Ordinary private drivers must not use TwendeCar as a substitute for an unlicensed taxi or private-hire business.

Drivers must not:

• wait for passengers to tell them where to drive;
• use TwendeCar primarily to generate profit from transporting strangers;
• repeatedly create journeys solely because passengers requested them;
• charge passengers beyond permitted contribution limits;
• demand additional off-platform fares;
• use surge pricing;
• act as an unlicensed commercial driver.

TwendeCar may remove or suspend users who appear to be operating commercially without appropriate licensing.

11. Fair Contribution Rules

TwendeCar may calculate:

• suggested contribution;
• maximum contribution;
• route-based pricing limits;
• permitted journey expenses.

Drivers may be allowed to charge less than the suggested amount but not more than the platform maximum.

TwendeCar may consider: route distance; estimated fuel or vehicle costs; tolls; parking; other reasonable journey costs.

Drivers must not:

• ask for hidden fees;
• demand cash above the agreed price;
• charge passengers separately after booking;
• artificially manipulate journey costs.

12. Free Rides

Drivers may offer rides for £0 where the platform permits this.

No passenger contribution is required for a free ride.

13. Ride Requests

Passengers may request one or more seats on an available ride.

Submitting a request does not automatically confirm the ride.

A request may be: pending; accepted; declined; withdrawn; expired.

The driver has discretion to accept or decline a request, subject to applicable law and our policies.

14. Prohibited Discrimination

Users must not unlawfully discriminate against others.

Users must not reject, harass, exclude, or treat other users unfairly based on protected characteristics in breach of applicable law.

TwendeCar may allow limited safety preferences where lawful and appropriate, but such features must not be used to justify unlawful discrimination.

15. Driver Approval

When a driver accepts a passenger request:

• the passenger may receive a temporary seat reservation;
• the passenger may be required to complete payment within a specified period;
• the ride is not fully confirmed until payment succeeds, where payment is required.

16. Payment Window

Where payment is required, the passenger must complete payment within the time shown in the app.

The default may be 15 minutes or another period shown at the time.

If payment is not completed before expiry:

• the request may expire;
• the seat may be released;
• another passenger may book the seat.

A failed payment does not necessarily reset the payment timer.

17. Booking Confirmation

A booking becomes confirmed only when all required conditions are satisfied. This may include:

• driver approval;
• successful payment;
• valid seat availability;
• required verification.

Once confirmed, the booking will appear in the driver's and passenger's trip history.

18. Seat Capacity

Drivers must not offer more passenger seats than the vehicle can safely and legally accommodate.

TwendeCar may prevent bookings where:

• insufficient seats are available;
• vehicle capacity would be exceeded;
• another confirmed booking already occupies the seat.

19. Payments

TwendeCar may use third-party payment providers.

You authorise TwendeCar and its payment providers to:

• charge the agreed amount;
• process refunds;
• process service fees;
• maintain transaction records;
• make payouts where applicable.

TwendeCar does not generally store full card details directly.

20. TwendeCar Service Fee

TwendeCar may charge a service fee. For example:

The amount and structure of fees will be shown before payment. Fees may vary by journey or service.

21. Driver Payouts

Payment by a passenger does not necessarily mean immediate payout to the driver.

Driver payout may be delayed until:

• journey completion;
• expiry of a dispute period;
• successful verification;
• other payment conditions.

TwendeCar may delay or withhold payout where:

• a dispute exists;
• fraud is suspected;
• a safety issue is being investigated;
• payment has failed;
• required verification is missing.

22. Cancellations

Passengers and drivers may cancel subject to the applicable cancellation policy.

The cancellation policy may consider: time before departure; payment status; who cancelled; reason; journey status.

23. Driver Cancellation

If a driver cancels a confirmed ride, passengers may be entitled to:

• a full refund;
• alternative support;
• other remedies set out in the Cancellation and Refund Policy.

Repeated cancellations may result in:

• warnings;
• reduced reliability score;
• suspension of driving privileges;
• account suspension.

24. Passenger Cancellation

Passengers may cancel subject to the applicable refund rules.

Refund entitlement may depend on:

• how early cancellation occurs;
• whether payment was already processed;
• whether the driver was inconvenienced;
• applicable consumer law.

25. No-Shows

If a passenger does not appear at the agreed pickup location, the driver may report a no-show.

If a driver does not arrive, the passenger may report a driver no-show.

TwendeCar may investigate:

• messages;
• pickup confirmation;
• timestamps;
• location records where available;
• user statements;
• other evidence.

No-show outcomes may affect: refunds; user reliability; account standing.

26. Pickup Confirmation

TwendeCar may use a pickup confirmation system. For example:

• passenger receives a PIN;
• driver confirms arrival;
• passenger provides PIN after entering the correct vehicle;
• driver enters PIN.

Users must not:

• share the pickup PIN before meeting the correct driver;
• attempt to bypass pickup confirmation;
• falsely confirm pickup.

27. Journey Status

TwendeCar may allow journeys to move through statuses such as:

• confirmed;
• driver en route;
• driver arrived;
• passenger picked up;
• in progress;
• driver completed;
• completed;
• cancelled;
• disputed.

The exact status system may evolve over time.

28. Journey Completion

The driver may mark a journey as completed.

The passenger may be asked to confirm completion.

If the passenger does not respond within a specified period, TwendeCar may automatically complete the journey unless a dispute is raised.

29. Disputes

Users may raise a dispute where:

• a journey did not occur;
• a driver failed to arrive;
• a passenger failed to appear;
• payment is disputed;
• the driver ended the journey incorrectly;
• a safety issue occurred;
• another serious problem arose.

TwendeCar may: review evidence; contact users; hold payouts; issue refunds; suspend accounts; close disputes.

TwendeCar's decision does not remove any legal rights you may have.

30. Messaging

TwendeCar may provide in-app messaging.

Users must not use messaging to:

• harass;
• threaten;
• spam;
• solicit unlawful activity;
• request hidden payments;
• share abusive content;
• send discriminatory content;
• attempt fraud.

31. Message Privacy and Moderation

TwendeCar does not intend to routinely read private messages.

However, authorised personnel may access messages where reasonably necessary to:

• investigate reports;
• resolve disputes;
• investigate fraud;
• protect users;
• comply with law.

Access may be logged.

32. Ratings and Reviews

Users may rate and review people they have genuinely travelled with.

Reviews must be: honest; relevant; based on genuine experience.

You must not submit:

• fake reviews;
• retaliatory reviews;
• discriminatory content;
• threats;
• personal information;
• defamatory or abusive content.

TwendeCar may remove inappropriate reviews.

33. Safety

Users must behave responsibly and respectfully.

Drivers must:

• drive safely;
• obey traffic laws;
• not drive under the influence;
• not use a phone unlawfully;
• ensure passengers wear seatbelts where required;
• use a safe vehicle.

Passengers must:

• behave respectfully;
• not distract the driver dangerously;
• not damage the vehicle;
• comply with reasonable safety instructions.

34. Alcohol and Drugs

Drivers must not drive while:

• intoxicated;
• impaired;
• over the legal alcohol limit;
• under the influence of drugs that make driving unsafe.

Passengers must not bring or use unlawful substances through the platform.

35. Harassment and Threatening Behaviour

TwendeCar has zero tolerance for:

• harassment;
• sexual misconduct;
• threats;
• violence;
• stalking;
• intimidation;
• hate speech.

We may immediately suspend accounts in serious cases.

36. Reporting Users

Users may report: drivers; passengers; rides; messages; reviews; events; safety incidents.

Reports must be made honestly.

Knowingly making false reports may result in account action.

37. Blocking

Users may be allowed to block others.

Blocking may prevent: messaging; ride requests; profile interaction; future matching.

38. Events

TwendeCar may allow users to: browse events; create events; attend events; associate rides with events.

TwendeCar is not necessarily the organiser of listed events.

39. Event Accuracy

Event information may come from: users; organisers; third parties.

TwendeCar does not guarantee that:

• an event will take place;
• dates will not change;
• venue information is always correct.

Users should verify important event information independently.

40. Event Cancellation

If an event is cancelled, TwendeCar may notify affected users.

A cancelled event does not necessarily automatically cancel all rides.

Drivers and passengers may need to manage associated rides separately.

41. Commercial Transport Providers

If TwendeCar later allows: taxi companies; private-hire operators; coach operators; minibus providers; those providers may be subject to separate commercial terms.

Ordinary private drivers must not represent themselves as commercial transport providers unless properly authorised.

42. Prohibited Uses

You must not use TwendeCar to:

• commit fraud;
• launder money;
• transport unlawful goods;
• arrange criminal activity;
• harass others;
• impersonate people;
• evade platform fees;
• manipulate pricing;
• operate an unlicensed taxi business;
• exploit users;
• scrape platform data;
• interfere with platform security;
• reverse engineer protected systems;
• create fake bookings;
• abuse refunds;
• manipulate ratings;
• spam users.

43. Off-Platform Payments

Users must not demand additional payment outside TwendeCar in order to complete a booked journey.

Drivers must not use messages to ask passengers to pay extra cash beyond the agreed amount.

TwendeCar may allow certain agreed journey expenses if explicitly supported by the platform.

44. Account Suspension

TwendeCar may temporarily suspend or restrict an account where:

• safety concerns exist;
• verification fails;
• fraud is suspected;
• payment abuse occurs;
• these Terms are breached;
• legal obligations require action.

45. Account Termination

TwendeCar may terminate an account for serious or repeated breaches. Examples include:

• dangerous driving;
• fraud;
• harassment;
• fake identity;
• repeated hidden charges;
• serious safety incidents;
• operating unlawfully.

Where appropriate, users may be given an opportunity to appeal.

46. User-Generated Content

You retain ownership of content you upload, including: profile photos; reviews; event images; messages; ride descriptions.

You grant TwendeCar a licence to use such content where necessary to operate the service. This licence allows us to:

• display content;
• store it;
• process it;
• resize or format it;
• moderate it.

You must have the right to upload any content you submit.

47. Intellectual Property

TwendeCar owns or licenses the platform's intellectual property, including: software; branding; logos; interface; databases; design; proprietary content.

You may not copy, reproduce, distribute, or exploit TwendeCar intellectual property without permission.

48. Privacy

Your use of TwendeCar is also governed by our Privacy Policy, which explains how we process personal data.

49. Cookies

Our website may use cookies and similar technologies. Please see our Cookie Policy for more information.

50. Availability

We aim to keep TwendeCar available, but we do not guarantee uninterrupted service.

The platform may be unavailable due to: maintenance; outages; technical faults; third-party failures; security incidents.

51. Changes to Features

We may add, modify, suspend, or remove features.

Where a material change affects existing bookings or important user rights, we will take reasonable steps to notify affected users.

52. Third-Party Services

TwendeCar may use services provided by third parties, including: payment providers; mapping providers; identity providers; cloud providers; notification services.

Their services may be subject to separate terms.

53. No Guarantee of Matching

TwendeCar does not guarantee that:

• a driver will accept you;
• a suitable ride will be available;
• a passenger will request your ride;
• a journey will be completed.

54. Limitation of TwendeCar's Role

TwendeCar facilitates connections.

We are not responsible for every action of users.

However, nothing in these Terms excludes responsibilities that cannot legally be excluded.

55. Liability

To the fullest extent permitted by law, TwendeCar is not liable for indirect or consequential losses arising from: user behaviour; missed events; late arrival; user cancellations; personal disagreements; third-party service failures.

Nothing in these Terms excludes liability for matters that cannot legally be excluded, including liability for:

• death or personal injury caused by negligence;
• fraud;
• fraudulent misrepresentation;
• statutory consumer rights.

56. Personal Belongings

Users are responsible for their belongings.

TwendeCar is not responsible for: lost property; stolen property; forgotten items; damage caused by another user, except where applicable law provides otherwise.

57. Damage to Vehicles

Passengers may be responsible for damage they intentionally or negligently cause to a driver's vehicle.

Disputes relating to damage may be reported to TwendeCar.

TwendeCar does not guarantee reimbursement.

58. Emergencies

TwendeCar is not an emergency service.

If you are in immediate danger, contact 999 or the appropriate emergency service.

Do not rely solely on TwendeCar's messaging or safety features during an emergency.

59. Changes to These Terms

We may update these Terms from time to time.

If changes are significant, we may notify users through: email; in-app notice; website notice.

Continued use after the effective date may constitute acceptance where legally permitted.

60. Severability

If any part of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply.

61. No Waiver

If TwendeCar does not enforce a provision immediately, that does not mean we waive the right to enforce it later.

62. Assignment

You may not transfer your rights or obligations under these Terms without our permission.

TwendeCar may transfer its rights as part of: restructuring; merger; sale; corporate reorganisation, subject to applicable law.

63. Governing Law

These Terms are governed by the laws of England and Wales unless mandatory consumer law gives you additional rights elsewhere.

64. Courts

The courts of England and Wales will generally have jurisdiction, subject to applicable consumer rights.

65. Complaints

If you have a complaint, contact:

We will aim to investigate complaints fairly and within a reasonable period.

66. Contact

For questions about these Terms: