Rider Terms & Conditions

In these Terms, "RIKBA" means the digital platform operated by RIKBA Rides Ltd.; "Rider" means any individual or business user requesting services through the platform; "Driver" means an independent transport provider using the platform; "Trip" means any transportation service arranged through the platform; "Fare" means the amount payable for a Trip together with any additional charges properly disclosed in the app; and "Platform Services" means the digital intermediation, dispatch, communication, payment facilitation, support, and related technology functions made available by RIKBA.

Words in the singular include the plural where appropriate, and headings are used for convenience only.

RIKBA provides a digital marketplace that allows Riders to locate, request, and pay for transportation services performed by independent Drivers. The transport service is provided by the Driver who accepts the Trip, while RIKBA provides the platform environment, app functionality, payment support, communication tools, safety reporting channels, and related support features.

Availability depends on demand, supply, location, network connectivity, system health, weather, road conditions, and legal or operational constraints. RIKBA does not guarantee that a Trip request will always be accepted or completed.

RIKBA does not provide transportation services and does not operate as a transport provider. All transportation services are provided by independent Drivers.

RIKBA does not control the specific manner in which Drivers perform transportation services, except where necessary for platform functionality, safety standards, and compliance with applicable law.

Users must be at least 18 years old and capable of entering into a legally binding agreement.

Riders must register using accurate and complete information and must keep all details current at all times.

RIKBA may require phone verification, email verification, identity checks, payment verification, or additional information where this is reasonably necessary for fraud prevention, safety, sanctions screening, dispute handling, or legal compliance.

An account is personal to the registered Rider. Account sharing, impersonation, resale of account access, and unauthorized use are prohibited.

A Trip request placed through the app is a request for matching and dispatch, not a direct acceptance by any specific Driver. A Driver may choose to accept or reject a request, subject to platform rules and applicable law.

Estimated time of arrival, route, trip duration, and estimated Fare shown in the app are indicative and may change based on real-time conditions, including traffic, route deviations, rider delay, pickup point accuracy, tolls, road closures, or safety-related rerouting.

Where scheduled rides are offered, the Rider must ensure that the pickup details are accurate and that the Rider or authorised passenger is present on time at the pickup location. Scheduled availability is subject to driver supply and operational conditions.

The Rider is responsible for being reachable through the contact details associated with the booking. Failure to respond, arrive, or remain at the pickup point may result in cancellation or no-show charges in accordance with the app.

Fares may be calculated dynamically using factors such as base fare, distance, time, category of vehicle, local demand, supply conditions, route complexity, waiting time, tolls, airport supplements where applicable, and promotional adjustments. The final Fare may differ from the estimate where the actual Trip materially differs from the expected Trip.

If the Driver arrives and the Rider is not ready, a waiting-time charge may begin after the time specified in the app. This approach is consistent with ride-hailing industry practice, where wait time starts after arrival and compensates the Driver for time spent waiting.

If a Rider cancels after the free cancellation window shown in the app, or fails to appear at the pickup point, a cancellation or no-show fee may be charged. If a cancellation fee is charged, a waiting-time fee should not additionally be charged for the same cancellation event unless expressly allowed and transparently disclosed.

Prices displayed in the app may include or exclude applicable taxes depending on legal requirements. Where applicable, VAT or other indirect taxes may be included in the Fare or added separately. The Rider will always be informed of the total payable amount before confirming the booking.

Rides may be paid by cash where available, or through card and other supported electronic payment methods integrated into the platform. By using an electronic payment method, the Rider authorises RIKBA and its payment processing partners to perform pre-authorisations, validity checks, holds, charges, reversals, and adjustments related to Trips, refunds, fees, and dispute resolution.

Authorisation holds may appear temporarily on the Rider's payment account and may be released according to the issuing bank's processing schedule.

Refunds are assessed individually based on booking records, route data, timing information, communications, payment status, and any other relevant evidence. Refunds may be granted in full or in part where justified by platform error, duplicate charge, technical fault, pricing issue, or other valid reason.

Riders must not misuse the complaints process or submit dishonest refund claims. Fraudulent claims, abusive chargebacks, repeated misuse of support, or attempts to circumvent payment obligations may result in collection efforts, payment restrictions, account suspension, or permanent deactivation.

Nothing in this section affects any statutory rights of Riders to request a refund or compensation under applicable consumer protection laws.

Where required by law, Riders may be entitled to refunds, price reductions, or other remedies in accordance with applicable regulations.

Riders must treat Drivers, support staff, and other passengers respectfully and lawfully at all times.

Riders must not smoke where prohibited, damage or contaminate the vehicle, distract the Driver, request illegal conduct, carry prohibited items, or create safety risks during the Trip.

Violent, threatening, discriminatory, sexually inappropriate, fraudulent, or abusive conduct may result in immediate restriction or termination of access to the platform.

Riders are responsible for their belongings. If an item is left in a vehicle, RIKBA may facilitate communication or a return arrangement as a support feature, but recovery is not guaranteed.

Where a Rider causes damage to a vehicle or requires exceptional cleaning due to spillage, soiling, vomiting, smoking residue, or similar conduct, RIKBA may charge a reasonable fee based on evidence and the actual or estimated cost of remediation.

RIKBA may issue warnings, impose temporary restrictions, or deactivate accounts where necessary to protect the platform, Drivers, Riders, payment integrity, or legal compliance. Grounds may include non-payment, abuse, repeated cancellations, fake bookings, harassment, fraud, sanctions-related risk, or security threats.

In urgent cases involving safety, illegal conduct, or severe abuse, action may be taken immediately.

To the fullest extent permitted by applicable law, and subject to mandatory consumer protection laws, RIKBA shall not be liable for indirect, incidental, special, or consequential damages, including but not limited to loss of profit, loss of data, or loss of opportunity.

Nothing in these Terms shall limit or exclude liability where such limitation or exclusion is not permitted under applicable law, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

RIKBA processes personal data in accordance with its Privacy Policy. By using the service, the Rider understands that trip-related data, contact details, location information, and transaction records may be used for dispatch, support, fraud prevention, safety, legal compliance, and service improvement.

RIKBA may send operational communications by app notification, SMS, email, or phone where necessary for the service, security, legal notices, or account administration.

These Terms are governed by Maltese law.

Disputes should first be raised through customer support. If a matter remains unresolved, Riders may refer the dispute to the competent courts in Malta or pursue any alternative dispute resolution mechanisms available under applicable law.

If any provision is found invalid, the remaining provisions continue to apply to the maximum extent permitted by law.

RIKBA may amend these Terms from time to time to reflect legal, operational, commercial, or technical developments. The current version will be made available through the app or website.

For notices, support, or legal correspondence, contact info@rikba.eu.

For formal legal notices, RIKBA may be contacted at its registered office address: 23, Triq Nofs in-Nhar, Valletta, VLT 1102, Malta.

This Terms & Conditions document constitutes the entire agreement between the Rider and RIKBA regarding the use of the platform and supersedes any prior agreements or understandings.

Failure by RIKBA to enforce any provision of these Terms shall not constitute a waiver of that provision or any other rights.

RIKBA may assign or transfer its rights and obligations under these Terms to another entity as part of a business transfer, merger, or restructuring, provided that this does not adversely affect Rider rights.

Nothing in these Terms limits or excludes any rights that Riders may have under applicable consumer protection laws.

Riders have the right to submit complaints through RIKBA customer support. If a complaint is not resolved satisfactorily, Riders may refer the matter to the Malta Competition and Consumer Affairs Authority (MCCAA) or any other competent authority.

Where applicable, Riders may also have access to alternative dispute resolution (ADR) mechanisms in accordance with EU consumer protection laws.

If the Rider qualifies as a consumer under applicable law, mandatory consumer rights shall prevail over any conflicting provisions in these Terms.

Riders may also use the European Commission's Online Dispute Resolution (ODR) platform, available at https://ec.europa.eu/consumers/odr.