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Rider Terms FAQs

11 March 2022 / United Kingdom

These FAQs are for riders looking to find out more about the updated User Terms sent out to riders on 11th March 2022 and come into effect from Monday 14th March at 23:59. These new User Terms (which apply to riders) are in relation to the business model change which we are required to make following a High Court ruling in December 2021, which concerned all Private Hire Vehicle Operators in London.

What do I need to do?
In order to continue to use the Uber app to book a ride, you will need to review the new User Terms (which apply to riders) sent out on Friday 11th March titled “We are updating our User Terms”.
From 23.59 on Monday 14th March, in order to take your next trip with the Uber app, you will be prompted to review and accept the new User Terms, only once you have requested a trip on the app.
Will I notice any differences when using the app?
No, the way you use the app to book and complete trips will remain the same.
The main change is to the User Terms - which were sent to you on Friday 11th March. As stated, the change to the User Terms (which apply to riders) doesn’t affect the way you use the app, but sets out the updated contractual arrangement which we have been required to make by law - along with all London PHV Operators.
When you take an Uber ride, you will now contract directly with Uber for the transportation services, rather than the driver, as was the case previously.
Your access to the app will be provided by Uber London Limited, rather than Uber B.V.
What has changed?
The way you use the app won’t change, but there are some changes to the User Terms (which apply to riders) that we’d like you to be aware of:

When you take an Uber ride, you will now contract directly with Uber for the transportation services, rather than the driver - we’ve updated the User Terms to reflect this.
We have made a clear distinction in the User Terms between the services provided by Uber (e.g. UberX), and the services provided by third parties (e.g. Uber Boat by Thames Clippers).
Contractually, your access to the app will be provided by Uber London Limited, rather than Uber B.V.
What does this change mean for drivers?
Drivers also have updated Driver Terms - sent to them in advance of the change - which sets out their new relationship with riders on the Uber app as required by the High Court ruling in December 2021.

Whilst the High Court ruling means you as the rider will no longer contract directly with the driver (instead both you and the driver will now contract directly with Uber) the way you use the app won’t change.
For drivers, the way they use the app also remains largely the same, though they may notice a few differences in how their trip payments are shown in the app now that they no longer contract directly with you, the rider.
Importantly though, driver rates are staying the same, so the changes as a result of the High Court Ruling will not affect drivers’ net - or take-home - earnings.
We worked with GMB Union - the union for Uber drivers - and consulted their driver representatives on the changes.
What happens if I leave something in an Uber in the future?
Lost property will still operate as it did before the User Terms were updated at 23:59 on 14th March.

If you leave something in an Uber, the most efficient way to arrange a return is to contact the driver directly here to make an arrangement suitable for the two of you. If you still haven’t heard from them after 24 hours, you can contact Uber support here.
Does these changes affect payment of tips to the driver?
No, these changes do not affect payment of tips.

Drivers will still continue to receive 100% of tips from you, as a rider.
Will these changes affect how I use Uber Access and Uber Assist?
No - the way you use Uber Access or Uber Assist will not change as a result of the updated User Terms (which apply to riders).

As always, you will be presented with an upfront fare before the trip, which will be priced exactly the same as UberX.
To find out more on Uber Access and Uber Assist, please visit this page.
I don’t live in London, so why do I have to sign these updated User Terms?
Although the High Court’s ruling directly concerned London private hire regulations, we think it’s right to make the change for our operations across the United Kingdom. We consider that the law for the rest of the UK is so similar to London, that it applies in the same way.

Therefore, new User Terms (which apply to riders) have been sent to all UK riders in England, Wales, Scotland and Northern Ireland for acceptance.
Are there any changes to Uber in the Republic of Ireland?
These changes only affect the United Kingdom i.e. England, Wales, Scotland and Northern Ireland, and are not applicable to Uber Ireland.

You can visit this page for more information about Uber Ireland.