Passenger Terms & Conditions

1. Your account

• You must be at least 18 years old to create a passenger account and book a seat.
• The details you provide — your name, phone number, and email — must be accurate and kept up to date, because drivers and our support team use them to identify you.
• Your account is personal to you. Do not share your login or book on behalf of someone whose details you cannot confirm.
• You may be asked to verify your identity before booking. Verification helps keep every passenger and driver on the platform accountable.

2. Booking and payment

• Selecting your seats places a temporary hold on them for 10 minutes while you complete payment. If payment is not completed within that time, the seats are released and become available to other passengers.
• The fare shown at checkout is the fare you pay. It covers the seats you selected on the route segment you chose.
• Your payment is held in escrow and is not released to the driver at the time of booking. It is released only after the trip is completed.
• A booking is confirmed only once payment succeeds. An unpaid or expired hold is not a reservation.

3. Pickup and boarding

• Arrive at your selected pickup point ahead of the departure time. Drivers are not obliged to wait beyond the agreed departure time.
• Bring the identification you registered with. Drivers may confirm your identity against the trip manifest before you board.
• Your seat is the one you selected during booking. Seat changes are at the driver’s discretion and subject to availability.
• If you do not board, the trip is treated as a no-show: the trip goes ahead without you and no refund is due.

4. Luggage

• Luggage allowances depend on the vehicle and are shown on the trip before you book. Where a luggage type is listed, book the allowance you need in advance.
• You are responsible for your own belongings throughout the trip.
• Prohibited, illegal, hazardous, or perishable items must not be carried. Drivers may refuse luggage that is unsafe, oversized, or not declared at booking.

5. Conduct during a trip

• Treat your driver and fellow passengers with respect. Harassment, threats, discrimination, and abusive language are not tolerated.
• Do not consume alcohol or illegal substances in the vehicle, and do not smoke without the driver’s consent.
• Follow reasonable safety instructions from your driver, including the use of seatbelts.
• Accounts may be suspended or permanently removed for conduct that endangers or distresses other people on the platform.

6. Cancellations and refunds

Cancellations and refunds are covered in full by our Booking, Cancellation & Refund Policy, which forms part of these terms. Where the two documents overlap, that policy governs how your money is handled. In summary:

• Cancel 24 hours or more before departure: 100% refund. Cancel later but before departure: 50% refund.
• If the trip is cancelled by Along The Way, or the driver never starts it, you are refunded in full automatically.
• No refund is due if you cancel after departure time or after the trip starts, after you board, if you do not show up (no-show), once the trip is completed, or if you are refused boarding or removed for breaking these terms.
• Payments you arrange directly with the driver outside the app, such as luggage charges, are not refundable through the platform.

7. Safety and trip sharing

• You can add emergency contacts and share a live trip-status link with them from the app. We recommend doing so on every trip.
• Report any safety concern through the app as soon as it is safe to do so. Reports are reviewed by our team.
• Drivers and their vehicles are verified before they can publish trips, but you remain responsible for your own judgement and safety during a journey.

8. Ratings and reviews

After a completed trip you may rate your driver, and your driver may rate you. Ratings must reflect your genuine experience. Ratings that are abusive, defamatory, or intended to manipulate another person’s standing may be removed.

9. Your personal information

How we collect, use, and protect your personal information — including the identification you submit and your trip history — is set out in our Privacy Policy.

10. Changes to these terms

We may update these terms as the service develops. The date at the top of this page shows when they were last revised. When we make a change, the app asks you to review and accept the updated terms before your next booking.