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Policies That Regulate RideLink Car Rental Environment
Policies that regulate the car rental relationship of renters, car owners and general members with RideLink.

 

 

IMPORTANT NOTE: In order to process any claim it is mandatory to send a copy of the rental agreement signed by both parties to [email protected]

Rental Fee

RideLink will charge renters a fee (called Renter´s Fee) for using the platform, which will be 10% of the total price of the rental. That Renter´s Fee will be shown to the Renter in the previous step to the Resquest of the Booking. This Renter´s Fee includes several services offered by the platform such as our road assistance.

Pricing Policy

RideLink charges by the day and week: the Renter can arrange pick-up and drop-offs at any time, but the smallest unit charged is a day. The Renter may select a duration of up to 24 hours before they are charged for an additional day. When Booking, the Renter chooses the pickup and return times and the system automatically presents the Car Rental Price accordingly.

Below, is a list of different scenarios for a Vehicle with a Rental Price of £30 per day.

EXAMPLE 1: Rental Price scenario for typical weekend trip

1a. Renter books a trip to start Friday at 5 pm and end Sunday at 3 pm.

  • Rental Period is 46 hours, rounded to 48 hours or 2 days
  • Rental Price + Rental Fee : £30 x 2 days + 10% = £66

1b. Renter books a trip to start Friday at 5 pm and end Sunday at 7 pm.

  • Rental Period is 50 hours, rounded to 72 hours or 3 days
  • Rental Price + Rental Fee: £30 x 3 days + 10% = £99

 

Mileage Policy

RideLink Car Owners can set their own daily, weekly, and monthly mileage limits. At the time of Booking request, the Renter is presented with the included mileage calculated for that Booking. The Renter is responsible to pay an Excess Mileage Fee for each mile driven over the stated included mileage.

RideLink encourages Owner and Renter to set the payment together at the end of the rental directly, without RideLink’s intervention. However, RideLink can also manage the charge an excess mileage fee if requested to do so. To submit a mileage overage, the Owner should e-mail [email protected] within 24 hours of the end of the Booking with a copy of the Rental Agreement signed by both parties. We will then invoice the Renter for the Excess Mileage Fee plus a £10 Administrative Fee (see our Schedule of Fees and Charges for details).

 

Delivery Service Policy

RideLink allows Car Owners to deliver and charge for delivery of their Vehicles to Renters at custom locations of the Renter’s choice.

All Delivery Fee payments can and must be made through the RideLink reservation payment process in the apps and website. RideLink does not support payments made outside of the RideLink platform, and engaging in such transactions may reduce or invalidate insurance coverage.

The Vehicle is not covered by our Insurance Policy during the delivery period. In cases where the Vehicle is delivered, our Insurance Policy will start once the keys are exchanged between Car Owners and Renters and the Rental Agreement is signed. The same applies for car returns: the Insurance Policy ends once the keys are returned to the Car Owners or when the scheduled time of the Booking expires (whichever is sooner).

 

Rental Extension Policy

Once a trip has been booked, any extension needs to be approved by the Car Owner. The Renter may request an Extended Rental period from the Car Owner by booking the same car from the website and setting the same pickup date as the return date for the first rental. If the Owner accepts it, the Extended Rental Period will be automatically booked. If the Owner rejects (or fails to respond to) the request, the Renter absolutely must return the Vehicle at the originally agreed time.

Return time for Extended Rental Periods needs to be corrected by hand on the original Rental Agreement already signed by both parties. Since the extension will be done through our platform the car will continue to be covered until the Extension return date and time.

Extended Rental Periods are not computed for Price Per Week discounts. For example, if a Renter books a trip for 4 days and later successfully books an Extended Rental Period for an additional 3 days, the Renter will be charged first for a 4 day trip, and then for a 3 day trip (and not for a week trip).

Below, a list of different scenarios for an extension with a Rental Price of £30 per day.

EXAMPLE 1: Rental Price scenarios for typical weekend trip

1a. Renter books a trip to start Friday at 5 pm and end Sunday at 3 pm.

  • Rental Period is 46 hours, rounded to 48 hours or 2 days
  • Rental Price + Rental Fee: £30 x 2 days + 10% = £66

EXAMPLE 2: Rental Price scenarios for typical weekend trip, extended

2a. Renter from 1a. realizes at noon on Sunday that they won’t be back until 10 pm.

  • Renter requests an Extended Rental Period, which is approved by the Car Owner before the original Rental Period ends, at 3pm. The Vehicle now needs to be back at 10 pm.
  • The original Rental Period was 46 hours, plus 7 additional hours, adds up to 53 hours, rounded to 72 hours or 3 days
  • Rental Price + Rental Fee: £30 x 3 days + 10% = £99 (£33 more than 1a.)

2b. Renter from 1a. realizes at noon on Sunday that they won’t be back until 5 pm.

  • Renter requests an Extended Rental Period, which is approved by the Car Owner before the original Rental Period ends, at 3pm. The Vehicle now needs to be back at 5 pm.
  • The original Rental Period was 46 hours, plus 2 additional hour, adds up to 48 or 2 days
  • Rental Price, excluding Fees: £30 x 2 days + 10% = £66 (the same as 1a.)

Renters are encouraged to contact the Owner by phone to alert them to the request to expedite a response. Extended Rental Period requests expire at the earlier of 1) 24 hours from the time the request is made and 2) the end of the current booked trip.

The Renter will be unable to book an Extended Rental Period if there are insufficient funds, or another Renter has booked the Vehicle. In both cases, if the Renter does not return the vehicle in time, the Vehicle will not be insured against any damage and the Renter will be liable for the corresponding charges.

 

Late Return Policy

Car Owners are counting on Renters to return the Vehicle at the originally scheduled time; failure to do so can result in significant inconvenience and stress for the Owner. Please be considerate and return the Vehicle on time, and if there is any chance there will be a late return, contact the Owner immediately to request an Extended Rental Period.

In case the Owner needs to request a Late Return Fee, the Owner should e-mail [email protected] within 24 hours of the scheduled end of the Booking, identifying the Renter’s name and a copy of the Rental Agreement signed by both parties with the time the Vehicle was returned. If the Renter disputes the timing, he should provide evidence indicating when the Vehicle was actually returned on time.

The hourly Late Return Fee is calculated as twenty five percent of the daily rate of the Vehicle at the time of the Booking Confirmation, prorated for the length of the Delay Period and rounded up to the next whole hour, up to twice the daily rate per day of delay.

If a Late Return Fee is applied, RideLink will also charge an Administration Charge of £10 to process it.

Below is a list of different scenarios for a Late Return for a Vehicle with a Rental Price of £30 per day.

EXAMPLE 1: Rental Price scenarios for typical weekend trip

1a. Renter books a trip to start Friday at 5 pm and end Sunday at 3 pm.

  • Rental Period is 46 hours, rounded to 48 hours or 2 days
  • Rental Price + Rental Fee: £30 x 2 days + 10% x = £66

EXAMPLE 2: Rental Price scenarios for typical weekend trip, late return

2a. Renter from 1a. returns at 4:05 pm (65 minutes late).

  • Late Return Period is 65 minutes, rounded up to 2 hours.
  • Rental Price + Rental Fee: £30 x 2 days + 10% = £66
  • Hourly Late Return Fee: £30 x 25% = £7.50
  • Late Return Fee + RideLink Admin. Charge: £7.50 x 2 hours + £10 = £ 25
  • Total Price for Renter: £66 + £25 = £91

2b. Renter from 1a. returns at 3:00 am of the next day (12 hours late).

  • Renter returned the car 12 hours late. Late Return Period is 12 hours.
  • Rental Price + Rental Fee: £30 x 2 days + 10% = £66
  • Hourly Late Return Fee: £30 x 25% = £7.50
  • Late Return Fee + RideLink Admin. Charge: £7.50 x 8 hours (Late Return Period was capped to 8 hours as it exceeded the maximum charge per day of delay) + £10 = £ 70
  • Total Price for Renter: £66 + £70 = £136

The Renter may also be liable for additional insurance charges in relation to the Delay Period. The Renter will remain responsible for all the Renter's obligations for the full duration of any Delay Period.

 

Renter Cancellation Policy

Renters may cancel their trip through our site or our mobile apps, and the cancellation is effective immediately. The total amount refunded will depend on when the Renter cancels the trip. There are no credits/refunds issued for early returns.

Renters will be eligible for the following refund and liable to pay the following cancellation charges:

  • More than 24 hours before the start of the Rental Period, with full refund except for the Renter Fee, which is non-refundable after the Booking Confirmation;
  • Less than 24 hours before the start of the Rental Period, without refund for the Renter Fee and with a penalty of the 2 first days price of the rental 

If the Renter does not show up after the Pick-Up Grace Period, the same policy as for Late Cancellation will be applied (see No Show Policy).

 A Renter can cancel a booking, notifying it both to Ridelink and the Owner, in case that he discovers that the car is not drivable when all checks are run during the exchange of keys. In such a case, it will be considered that the Owner cancelled the booking and RideLink will apply the Owner Cancellation Policy. RideLink can ask for proof and evidence of the car state before conceding Full Refund to the Renter.

Owner Cancellation Policy

If an Owner wishes to cancel a Booking, they must notify the Renter via on-site messaging and contact us at [email protected] to indicate their desire to do so.

In all cases, the Renter will receive a full refund. Renters are counting on Car Owners to provide the Vehicle, so repeated cancellations will subject the Owner to removal from the marketplace.

Ridelink Cancellation Policy

In case of force majeure or unexpected events that could not be foreseen or controlled by both parties, or because of other unexpected events, such as:

13.7.1.1       serious illness of the Renter, such that he is not capable of driving;

13.7.1.2       natural disasters  (such as wildfires or floods);

13.7.1.3       Government or authorities acts and restrictions; or

13.7.1.4       wars, uproars or terrorist attacks,

Ridelink will be able, at its will, to decide that it is suitable to cancel the request and offer the Renter a full refund for the Rental. RideLink might request proof and evidence of the reasons alleged by one of the parties to cancel the Booking.

No Show Policy

The key exchange is expected to happen within the Pick-up Grace Period, which is the period of time from the start of the Rental Period during which the Owner has to make the Vehicle available, or the Renter has to pick up the Vehicle. For Rental Periods with duration up to 4 days, the Grace Period is 30 minutes. The Grace Period is 1 hour for rentals longer than 4 days.

If the Owner failed to provide the Vehicle within the Pick-up Grace Period, RideLink will refund the Total Price to the Renter but will not be liable to the Renter for any further damage or loss.

If the Renter does not show up after the Pick-Up Grace Period, he/she is liable for Renter Fee, the price of the first two days of the rental and any other fees, if applicable, provided the Renter is not prevented from doing so by action or inaction of the Owner.

 

Refueling Policy

Renters are responsible for refueling any gas used during the rental, using the appropriate fuel (i.e., regular, premium, or diesel).

If a Vehicle is returned with less gas than when it was picked up we encourage the Renter to compensate the Owner by pay cash directly to him. Otherwise, in order to seek reimbursement, the Owner should report the cost of replacing the shortage to the Renter and [email protected] within 72 hours, including a receipt, and the Renter will be charged for the cost, plus an £10 RideLink Administration Charge. Photographs of the receipt and photographs of the fuel levels must be included and must have been taken within the first 24 hours of the end of the trip.

We recommend that Car Owners keep the tank full in order to make it easier for everyone to determine how much gas the Renter should refill.  Renters should keep gas receipts for at least 5 days in case there is any dispute by the Owner.

 

Pet, Smoking and Cleaning Policy

Pets are not allowed in Vehicles without the Owner’s explicit consent.  If an Owner reports that a Renter has transported a pet without their authorization, the Renter will be subject to the Cleaning Charge and a £10 RideLink Administration Charge. Likewise, Renters or their passengers are not permitted to smoke in any Vehicle in the marketplace. If a smoke smell is reported by the Owner within 24 hours after a reservation has ended, that Renter will be fined with the Cleaning Charge and a £10 RideLink Administration Charge.

If the Owner smokes in their Vehicle, it is their responsibility to include this information in the listing. If there is a smoke smell at the beginning of the Booking, please report it via e-mail to [email protected] at the very beginning of your reservation so that you are not held responsible for the violation.

Renters are also liable of Cleaning Charges if the Vehicle is returned to the Owner in a condition different from what the Renter received, requiring the services of a cleaning company. The Cleaning Fee and a £10 RideLink Administration Fee may apply in circumstances including, but not limited to, where the Vehicle is returned with evidence of sand, dirt, mud, unauthorised smoking or unauthorised pets.

 

Penalty and Toll Policy 

The Renter is liable for any fines and costs incurred during a Rental Period (from when the Key Exchange takes place to when the Vehicle is returned to the Owner). This includes:

  • Any and all traffic offence penalties, including parking tickets, speeding fines, clamping fines, tows fines, bus lane fines and compound charges;
  • Any tolls, fees or charges including the Dartford crossing toll and toll road fees, and the London Congestion Charge.

Wherever possible, it is the responsibility of the Renter to pay the relevant authorities directly. The Renter must provide a written report of any offences committed by him or her during a Booking to RideLink and the Owner on return of the Vehicle.

If Renter was unable to pay the relevant authorities directly, RideLink will charge the Renter immediately for the full cost of the Penalty on behalf of the Owner or the relevant authority. In all cases, the Renter will also be liable for a £10 RideLink Administration Fee.

In the case of speeding notices (and where otherwise obliged by law) the Renter acknowledges and agrees that RideLink and/or the Owner may pass on the Renter's details to the police or relevant authority, who may then contact the Renter directly.

Renters are responsible for the safe and legal parking of a rental Vehicle during the Rental Period. Any tickets or towing charges incurred during the rental as a result of the Renter's parking, will be the responsibility of the Renter.  

 

Lost Keys and Locksmith Policy

We encourage Renters to take care of Vehicle keys as if they were his or her own. Renters are liable for a Key Replacement Charge in the event the original keys are lost or stolen. Renters should contact our road assistance, RAC, to request for this service.

In case the keys are locked inside the Vehicle, Renters are liable for a Locksmith Charge. This covers the full cost of a locksmith's attendance and work, if required by our road assistance, RAC. It varies up to a max £300 call-out charge plus the costs of repair (if any) of any damage caused by the locksmith in the course of carrying out any necessary work.

In both cases, Renters are also liable for a £10 RideLink Administrative Fee.

 

Accident and Theft Policy

In the event of an accident the Renter must not admit responsibility unless advised to do so by the Insurer. The Renter should obtain the names and addresses of everyone involved, including witnesses and should also:

 make the Vehicle secure;

 tell the police without delay if anyone is injured or there is a disagreement over who is responsible; and

 call the Insurer as stated on the Booking Confirmation.

Damage caused to the Vehicle outside of the Rental Period, or any damage expressly stated to not be covered by the Insurance, will not be covered by the Insurance, and the Renter will be liable for all such damage. Damage incurred while driving illegally will not be covered by the Insurance and Members may be personally liable for such damage. Unless an Extended Rental Period is agreed in accordance with these Terms, the Insurance only covers the Initial Rental Period.

If an Owner becomes aware that his or her Vehicle has been damaged or stolen the Owner must contact RideLink by phone within 24 hours of the end of the Rental Period (or any Delay Period). It is the Owner responsibility to fill in the Rental Agreement and Damage Report at the end of the rental, collect the signature of both parties and send it to RideLink within 24 hours as well. Subject to the terms of the Insurance, the Insurer may disregard notifications made after such time and absent of the Rental Agreement and Damage Report.

In the event of breakdown, the Renter should notify the provided Road Assistance Provider and await assistance. It is the responsibility of the Renter to remain with the Vehicle, in a safe location, until assistance arrives. If the Renter abandons the Vehicle in the event of breakdown, he or she will be liable for the cost of returning the Vehicle to the Owner and may be liable for the full amount of any damage or theft that occurs. The Renter must not agree to incur any costs or the installation of any parts by the Road Assistance Provider (or otherwise) without the express prior consent of the Owner or RideLink. The Owner agrees that RideLink may, acting reasonably, authorise such costs or the installation of any parts on behalf of the Owner where RideLink has been unable to contact the Owner within a reasonable time of the breakdown occurring, despite using its reasonable efforts to do so. Any such costs shall be paid by the Owner and RideLink may set off such costs against any amounts paid by the Renter, in accordance with clause 10.5.

 If the Vehicle is stolen during the Rental Period (or any Delay Period) the Renter must inform the police and RideLink as soon as becoming aware of the theft.

 

Clutch Policy

The vehicle in question with its original clutch has to be at least less than 5 years old to be eligible to receive reimbursement for clutch damage. If the vehicle is older than 5 years then it still may be eligible provided that the clutch has been replaced with original manufacturers parts by a certified mechanic within the last 5 years.

If a certified independent mechanic can determine that the damage caused to the clutch was due to taking part in a recent rental and provides a written statement as confirmation, the car owner will be due proportional compensation. This compensation is based on the remaining life expectancy of the clutch, which is determined by the mileage at the end of the rental.

E.g. The clutch life expectancy, which is subject to change dependant on make & model of the vehicle (however if such information is not provided to RideLink at the time of claiming for reimbursement, clutch will be presumed to have an average life span of 75,000 miles), is approximately 60,000 miles, but the clutch was found to have failed due to reckless use by the renter, then the car owner should be entitled to compensation. At the beginning of the rental the car had an accumulated mileage of 40,000 miles, so the compensation rewarded in this case would be approximately 1/3 of total cost of repairing the clutch.

To avoid unnecessary and unexpected damage to the clutch, the car owner must be uncompromising when performing check-in procedure. Always check the proficiency of the clutch with the renter prior to the commencement of the rental period. Please note, this does not affect the fact that the renter must able in their use of a clutch, or they may be held liable for costs associated with the resulting damage to a hired vehicle.

 

IMPORTANT NOTE: In order to process any claim it is mandatory to send a copy of the rental agreement signed by both parties to [email protected]

 

 

Schedule of Fees and Charges

Charges Type Total charge RideLink Owner Administration charge

Administration Charge

Fixed £10 £10 - -

Cleaning Charge

Variable
Varies (up to max. £150)
-
All
£10

Delivery Fee

Variable Varies - All -

Excess Mileage Fee

Variable 
Varies (£0.30 per excess mile driven)
30% of fee
70% of fee  £10

Key Replacement Charge

Variable Varies (to reflect actual costs of replacement keys) - All £10

Late Return Fee

Variable Varies (25% of daily rate per hour of delay) 30% of fee 70% of fee  £10
Locksmith Charge
Variable Varies (up to a max £300 call-out charge) plus the costs of repair (if any) of any damage caused by the locksmith in the course of carrying out any necessary work)
- All  £10

Renter Cancellation Fee

Variable

Renter Fee if it is cancelled more than 24 hours before the start of the rental

Renter Fee and the 2 first days price of the rental if it is cancelled less than 24 hours before the start of the rental

70% 30% -

 Refuelling Charge

Variable  Varies (cost to replace fuel)  All   £10

Penalty Charge Notice 

Variable Variable - All £10

Renter Fee

Fixed
10% of total rental price (which addresses costs related to roadside assistance)
10%
-
-
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