Terms & Conditions

These terms are a business agreement between RideLoop and rental operators (“Operators”) who use our software platform to create an account, subscribe to a plan, and run their own storefront. They’re not a consumer contract: if you’re a guest browsing or booking on an Operator’s storefront, your booking is a direct agreement between you and that Operator, governed by the terms shown on their own storefront (their own terms where they’ve published them, or RideLoop’s default terms otherwise) — never by this page. By creating a RideLoop account, an Operator agrees to these terms.

1. What RideLoop is

RideLoop is a software platform that lets bike rental, guided tour, and holiday package businesses run their own public booking storefront, manage their fleet and bookings, and accept payments. RideLoop is not the rental operator — each Operator is an independent business responsible for the accuracy of their listings, the condition and availability of equipment, and fulfilling bookings made through their storefront.

2. Operator accounts and subscriptions

Operators subscribe to a paid plan to access the portal. Subscription fees are billed monthly in advance via Stripe and are non-refundable except where required by law. You can cancel at any time from your billing settings; access continues until the end of the current billing period. If you buy ID-verification credits or any other add-on, those charges are billed and non-refundable on the same basis.

Each plan includes a set booking-volume allowance. If you exceed it, your commission rate automatically switches from your plan’s standard rate to a configured overage rate, plus a small flat fee per booking, for the rest of that billing cycle — your service is never interrupted or capped, and this is charged automatically as part of how commission already works, not billed separately. Other plan limits (catalogue size, staff seats, and similar) don’t overage-bill in the same way — those are enforced as hard limits, shown to you in the portal with a clear upgrade path, rather than an automatic charge.

RideLoop may suspend or terminate an account for breach of these terms, non-payment, or unlawful use of the platform — including, without further notice where the risk to guests is immediate, suspending a storefront we reasonably believe poses a genuine safety, legal, or fraud risk. Suspending an account suspends the whole of it — the storefront, the operator portal, and the Developer API alike, not just one part.

We provide WhatsApp and SMS messaging on your behalf through a third-party provider (Twilio). We may need to disable this platform-wide, without notice, if required for compliance or by that provider — we’ll restore it as soon as we reasonably can, and your account and storefront otherwise keep working normally without it.

New catalogue listings (bike categories, guided tours, holiday packages) submitted by an Operator are reviewed by RideLoop platform staff before going live, to maintain a baseline of listing quality across the platform. This review is a quality check, not a safety, legal, or accuracy guarantee — it doesn’t transfer any responsibility for a listing’s content from the Operator to RideLoop.

3. What an Operator is responsible for

As an Operator, you’re solely responsible for: the accuracy of your listings, pricing, and availability; the condition, safety, and legal compliance of your equipment and activities; holding any insurance, licences, or permits your business is legally required to hold; setting and honouring your own cancellation, refund, and damage/deposit policies; and complying with consumer protection, health and safety, and tax law that applies to your business. If you enable an AI assistant (storefront chat or WhatsApp) or SMS/WhatsApp reminders, you’re responsible for how you’ve configured and named it and for the accuracy of any operator-supplied content it uses; RideLoop is responsible for the underlying technology working as described in our own documentation.

4. Bookings and payments

Guests, in turn, may submit a booking enquiry free of charge, or pay a deposit or the full amount at the time of booking where an Operator has enabled online payment. Payments are processed by Stripe directly into the Operator’s own connected account; RideLoop does not hold guest funds and does not store card details. Refunds, cancellations, and rescheduling are governed by the Operator’s own policy — contact the Operator directly for booking changes. RideLoop facilitates the payment and booking record but is not a party to the rental agreement between an Operator and their own guest.

Because payments settle directly into your own Stripe account, you’re responsible for Stripe’s own processing fees, any chargeback or dispute Stripe raises against you, and any resulting negative balance on that account — these are between you and Stripe, not RideLoop. RideLoop’s own commission on a booking is separate, and is automatically reversed if you lose a payment dispute on it.

If a booking is completed and settled by a method other than a Stripe-processed charge — cash, bank transfer, or any other offline method — RideLoop’s commission on that booking doesn’t have a Stripe transaction to be deducted from automatically. Instead, it’s tracked as accrued and invoiced to you once a month, on the first day of each month, for commission accrued the month before, charged to the default payment method on file for your account. You can see this accruing balance in real time in your own Finance section before it’s ever invoiced. If we’re unable to collect an invoiced amount after reasonable attempts, we’ll contact you directly to resolve it rather than taking automated account action.

5. Intellectual property

RideLoop and our software are our own property. These terms give you the right to use the platform for your own business as intended — they don’t transfer any ownership or licence in the software itself to you. Content you upload (your own listings, photos, and descriptions) remains yours; you give us the right to display it as part of running your storefront and the wider platform.

6. Acceptable use

You must not use RideLoop to:

• List equipment, tours, or holiday packages you don’t have the right to offer, that are unsafe, or that you’re not legally permitted to provide — not just unauthorised listings, but anything genuinely unlawful or unsafe to offer at all.
• Misrepresent pricing, availability, or the condition of what you’re offering.
• Attempt to circumvent the platform’s payment, commission, or review processes — including routing bookings off-platform specifically to avoid commission, as distinct from a genuine cash sale taken at the counter in the ordinary course of business.
• Use the guest-operator messaging system, the AI assistants, or any other communication feature on the platform to harass, threaten, or abuse a guest, another operator, or RideLoop staff.
• Post, solicit, or incentivise fake, manipulated, or incentivised reviews — about your own business or anyone else’s.
• Abuse the referral programme through self-referrals, fake accounts, or any other attempt to claim rewards not genuinely earned.
• Create multiple or duplicate accounts to re-trigger a trial, onboarding bonus, or other one-time offer already used.
• Send unsolicited or promotional messages through the booking-reminder system, which exists for transactional guest communication only.
• Attempt to circumvent or abuse the Developer API’s rate limits, or use API access for anything beyond the scope described in our developer documentation.
• Attempt to manipulate, “jailbreak,” or misuse an AI assistant to behave outside its intended booking-related purpose.
• Collect or use guest personal data for anything beyond fulfilling that guest’s own booking.

This list gives real examples rather than attempting to be exhaustive — the underlying principle is using the platform, and every feature on it, for genuine rental, tour, and holiday business, not to extract value the platform wasn’t designed to give or to harm anyone else using it.

7. Liability

RideLoop provides the platform on an “as is” basis and is not liable for the acts or omissions of Operators, the condition of rental equipment, or disputes between Operators and their guests. Nothing in these terms excludes liability that cannot be excluded under English law (including for death or personal injury caused by our negligence, or for fraud). Beyond that, RideLoop’s total liability to an Operator arising from these terms or use of the platform, however it arises, is limited to the greater of (a) the subscription fees that Operator paid RideLoop in the 12 months before the claim, or (b) £1,000.

8. Indemnification

You agree to indemnify and hold RideLoop harmless from any claim, loss, or expense (including reasonable legal costs) arising from your own listings, your provision of the rental, tour, or holiday itself, your breach of these terms, or your failure to comply with applicable law — including tax, consumer protection, and health and safety law. RideLoop will indemnify you, in turn, against a third-party claim that RideLoop’s own software (excluding your own content) infringes their intellectual property rights, or that arises from RideLoop’s own gross negligence or wilful misconduct in operating the platform.

9. AI assistant usage and billing

If you enable an AI assistant (portal, WhatsApp, or storefront widget), there are two separate ways usage is metered, depending on what the assistant is doing:

• Advisory conversations (answering questions, without taking any action on a booking) are metered against your plan’s own included monthly message allowance, where your plan or an active add-on provides one. If you have no such entitlement, new operators instead get a one-time allowance of free onboarding messages to try the assistant before subscribing to a plan or add-on that includes it.
• Action-taking usage — where the assistant can look up, create, modify, or cancel a booking on your behalf — is billed per conversation from your account’s shared usage-credit balance, regardless of your plan’s advisory-message allowance.

You can top up your credit balance manually, or set an automatic top-up trigger, from your account settings. If your credit balance reaches zero and no automatic top-up is configured, the assistant falls back to advisory-only — it keeps answering questions but stops offering to take any action on a booking until your balance is topped up. It never continues taking billable actions it can’t actually bill for. The same credit balance also covers SMS/WhatsApp reminder overage and pre-paid guest identity verification, where enabled; each draws from the same balance and ledger.

10. Service availability, monitoring & incident response

This section describes how we work to keep the platform reliable and how we respond when something goes wrong. It’s a description of our normal operating practice and the effort we commit to, not a separate, financially-backed uptime guarantee or service-credit scheme, and it doesn’t expand our liability beyond §7 above.

• Monitoring & status. We run automated health checks against our database and the third-party providers we depend on (payments, messaging, email). A guest- or operator-visible incident is posted at rideloop.co.uk/status as soon as we’re aware of it, with real updates through to resolution — you can subscribe there for email updates on the services you care about, and see our actual historical uptime.
• Planned maintenance that could affect availability is announced on the status page in advance where practical.
• Backups & recovery. Our database is backed up automatically on a daily basis. This isn’t point-in-time recovery — in a worst-case scenario, a restore could lose up to around 24 hours of the most recent activity. If we ever need to restore from backup, we aim to restore service and assess any affected time window as quickly as we reasonably can, and we’ll tell you directly if a booking, payment, or customer record of yours needs to be manually reconciled as a result — but we don’t promise a fixed recovery time.
• Support. Reach us at support@rideloop.co.uk. We aim to acknowledge a genuine outage or payment-affecting issue promptly; this isn’t a guaranteed response-time commitment today.
• Your data, if you leave. You can export your bookings and customer records as CSV at any time from the portal. If you close your account, contact us and we’ll help you export anything else you need first — see our Privacy Policy for what we keep and for how long afterwards.
• We use reasonable efforts to detect and respond to an outage at a third-party provider we depend on (Stripe, Twilio, Resend, our hosting and database provider), but we’re not responsible for the outage itself.

11. Changes to these terms

We may change these terms at any time, without prior notice, by publishing the updated version at this address. Continued use of the platform after an update constitutes acceptance of the revised terms — check back here periodically if you want to stay current.

12. Contact

Questions about these terms can be sent via our contact page.

This page is a template and has not yet been reviewed by a solicitor — treat it as a starting point, not final legal advice.