FAQ

GENERAL QUESTIONS

What is TangoRide?

TangoRide is a real-time carpool app offering both planned and instant ride sharing options to its users. The app is free for people to download / use and is designed to share the cost of a journey. Simply put this means a reduction in running costs for drivers and a reduction in time and travel costs for the passenger. We’re passionate about providing efficient and cost-effective alternatives to the more traditional modes of private and public transport.

What is carpooling?

Carpooling is when there is more than one occupant in a private car and you’re all travelling in the same or similar directions. How often are you out and about and only see the driver occupying the car – or one extra passenger [i.e. lots of empty / available space]. TangoRide provides a convenient, simple and safe system to connect drivers and passengers allowing users to share trips easily, to cut their travelling costs, to help reduce emissions and to cut congestion.

How can I use the service?

TangoRide app is available to anyone over 18. If you wish to join as a driver you will need a valid UK driving licence or if you want to use TangoRide as a passenger, you can sign up with a valid ID (we accept most passports) or a UK driving licence.

Joining is simple, quick and completely free. Once you’ve downloaded the app it will take you through the process of entering your ID and some personal details. When the registration is complete you can start to offer rides or search for drivers going in the same direction as you wish to travel.

What are the benefits of sharing a journey?
  • You can split the cost of your journey and reduce your carbon footprint.
  • Passengers have reduced travel costs, a convenient method of transport and contribute to reducing congestion and pressure on the environment.
  • Drivers will see a reduction in the running costs of their vehicle.
  • Help to reduces parking problems.
  • It’s a great way of networking and making new friends.
When can I share a journey?

Almost any journey you take is appropriate for sharing, whether it’s a one-off trip for a holiday, the daily commute you take to work or a spontaneous trip to the shops. This is why TangoRide offers both real-time and planned options to our users.

What are the costs of carpooling with TangoRide?

TangoRide uses a fixed rate pricing model based on the distance you travel. The cost calculated uses the HM Revenue and Customs Approved Mileage Payment Allowance to ensure that you will never breach these regulations and that drivers are not using the service to make a profit. TangoRide charges a small administration fee in order to facilitate the service [this is included in the price].

This pricing model also makes it simple and transparent for all involved.

Are there any fees to join TangoRide?

Joining TangoRide is free. However, for each journey, TangoRide charges £2 as a matching fee together with 15% of the remaining fare amount. This fee includes the payment gateway charges to accept payments from passengers and to facilitate payments to drivers.

Passengers and drivers will only see the amount they are either paying or will receive as payment, which is why there is a difference in the price displayed on the passenger’s app and the driver’s app.

What is TangoRide’s refund policy?

If, for any genuine reason, a trip is not completed successfully TangoRide will facilitate a refund. Please contact customer services with the details of why you require a refund and we will be happy to help.

What is TangoRide’s cancellation policy?

TangoRide is a community-oriented carpooling app and for the benefit of that community, there are no cancellation fees at this stage. TangoRide would like to encourage community members to maintain high standards of ride offers and requests.

TangoRide will monitor the reason and number of cancellations from both passengers and drivers which may mean changes to our cancellation policy in future. This is to ensure the best possible experience for all of our users.

What are the legal and insurance implications associated with carpooling/car sharing?

The Public Passenger Vehicle Act (1981 Section 1(4)) outlines the rules that govern carpooling/car sharing. Passenger contributions should be arranged before travel and should not exceed the running costs (including wear and depreciation) of the vehicle for the trip. TangoRide uses fixed pricing bands for your journey based on the length of your trip and using HM Revenue and Customs Approved Mileage Payment Allowance.

In most countries, insurers state that carpooling/car sharing will not affect an individual’s car insurance e.g. the Association of British Insurers clearly states that car sharing/Carpooling won’t affect the insurance of their members so long as a profit isn’t made. As a driver and as long as you do not make a profit (which is not possible with the TangoRide pricing model), your insurance will not be affected.

We would advise that if you do have any concerns to check with your insurance company as there may be some specific terms and conditions which could impact your ability to offer carpooling. Please note that over 300 insurance providers are members of the ABI (circa 95% of the motor insurance market in the UK) so the chances of you not being able to carpool are small.

What if I don’t have a car?

There is no reason that you can’t carpool if you don’t have a car. Many drivers are happy to offer rides in exchange for sharing their travel costs. They need passengers in order to do this.

How can I be deemed as a good TangoRider?

Think of carpooling as sharing the same traits as a good friendship, with a dollop of common sense…

  • Be reliable. Don’t cancel without good reason and ensure you’re at the pick-up point when you say you’ll be.
  • Use the in-app calling or messaging to let people know if you are running slightly late (some delays are unavoidable).
  • If you’re feeling hungry and fancy a quick bite while you’re travelling, check that other people don’t mind before you tuck in.
  • Please refrain from smoking at all times.
  • Remember people have different tastes; some like to listen to the radio and other prefer a quieter journey. Some people like to chat whilst others prefer to reflect in a peaceful environment. You all need to be comfortable, so please take each other’s preferences into consideration.
What happens if I have a driving licence issued outside of the UK but is valid for use in the UK?

At present we can only accept a valid UK driving licence if you wish to offer rides. You can still use any valid passport to become a passenger.

What happens if I have a passport issued outside of the UK but I am a UK resident?

We accept any valid passport but please note this is for passengers only. To offer lifts you must have a valid UK driving licence.

Will the TangoRide app include any tolls such as bridge crossing or motorway tariffs?

The app does not include any additional tariffs that may apply during the course of a journey. The HMRC rules for mileage do not include charges such as tolls and are designed to solely cover the running costs of the car.

Who do I get in touch with if the TangoRide app stops working or is not working properly?

Please call our Customer Service Team on 020 3984 8582.

Is there a user guide where I can get help setting up the TangoRide app?

Yes. Please follow this link https://www.tangoride.com/ or Visit our YouTube channel – https://www.youtube.com/c/TangoRide/videos

Does the TangoRide app work on any smart phone?

The App is designed to work on iOS and Android phones. If your phone is using an outdated version of OS you may experience some technical issues.

Can I book my journey using your website?

Currently the functionality to arrange any journey can only be done through the app.

Can I pay the driver in cash rather than using a debit or credit card?

If you agree on any additional costs or charges you can pay in cash. For the purposes of agreed journeys through the App you can only pay through the app using your preferred card. Please also remember that profit cannot be made on the fare as it would breach HMRC rules.

Why do I have to be over 18 to use the TangoRide app?

If you are under 18 you are regarded as a minor and as such are subject to different laws and regulations which mean you cannot become a TangoRide member. We would look forward to being welcoming you when you’re 18.

Can I use the TangoRide app whilst I’m on WiFi?

Yes. The App will function with any valid data service.

Do I have to enable location services on my smart phone to use the TangoRide app?

No but if you do not enable location services the app may not function as accurately as it should.

DRIVER RELATED QUESTIONS

How will I receive my payment?

TangoRide has partnered with Stripe to facilitate payments. We will only share the data required to complete your transaction and nothing else. Stripe have stringent data protection policies in place which are all GDPR compliant.

As a driver, you’ll need to provide your bank account details within the driver profile. Each journey payment will be credited to your bank account within 7 days of completing a journey and after deducting the TangoRide service fee. Stripe currently processes payments every 7 days and we are requesting Stripe to increase payment frequency.

Can I change my bank account details?

Yes. As a driver you can update your bank account details within the settings section of the app, when you’re in driver mode.

What are the legal and insurance implications associated with carpooling/car sharing?

The Public Passenger Vehicle Act (1981 Section 1(4)) outlines the rules that govern carpooling/car sharing. Passenger contributions should be arranged before travel and should not exceed the running costs (including wear and depreciation) of the vehicle for the trip. TangoRide uses fixed pricing bands for your journey based on the length of your trip and using HM Revenue and Customs Approved Mileage Payment Allowance.

In most countries, insurers state that carpooling/car sharing will not affect an individual’s car insurance e.g. the Association of British Insurers clearly states that car sharing/Carpooling won’t affect the insurance of their members so long as a profit isn’t made. As a driver and as long as you do not make a profit (which is not possible with the TangoRide pricing model), your insurance will not be affected.

We would advise that if you do have any concerns to check with your insurance company as there may be some specific terms and conditions which could impact your ability to offer carpooling. Please note that over 300 insurance providers are members of the ABI (circa 95% of the motor insurance market in the UK) so the chances of you not being able to carpool are small.

Driver cancellations and no-shows

As a driver, if you are unable to spot a passenger at the pickup location we advise that you wait for a short period of time before attempting to contact the passenger. They may have been unavoidably delayed.

If the passenger genuinely is a no-show, you can cancel that ride and the TangoRide App will search for another suitable passenger.If a passenger cancels ahead of the journey the App will automatically start to search for the next passenger. You will receive a notification when a match has been found.

If you need to cancel a journey yourself, you can click on the ‘Cancel’ button on the main screen. Please note that driver cancellation is only possible before a passenger makes the payment. Once the payment has been made, you can no longer cancel the journey.

What happens if there is more than one passenger?

You can specify the number of seats you have to offer and will be matched accordingly. In order to confirm to HMRC rules, the total charge for the journey will not change as a Driver can only receive a maximum contribution towards the journey.

Can I use the TangoRide app if I have a company car?

Yes, but you will need to check that your insurance covers carpooling and that your employer is happy for you to do this.

Can I use the TangoRide app if I have a hire car?

This will be dependent on the rules of the individual hire company.

Can I offer a ride if I ride a motorcycle?

We’re currently offering a carpooling service for cars only.

Can I use the TangoRide app to offer carpool outside the UK (e.g. if I’m driving to Paris)?

Yes, but please check your insurance covers you driving abroad and that it also covers carpooling.

What do I do if my payment doesn’t come through?

Please contact customer services if your payment hasn’t arrived within 7 days.

Will I get stopped by the authorities if I’m using the TangoRide app whilst I’m driving?

When the phone is securely mounted in a cradle, You are generally allowed to use phone for certain actions such as answering or making a call or use GPS. We would recommend you to check local laws relating to phone usage while driving with or without TangoRide app in use.

The app is designed so that minimal input is required once the journey has commenced. Please ensure that you complete the set-up of a journey before you start driving.

What happens if I have an accident while I’m on a carpool trip?

Hopefully this won’t happen but if an accident does occur you should follow the standard process by contacting the emergency services, obtaining witness statements and liaising with your insurance company.

What happens if I’m injured in an accident at the fault of the passenger?

If you are injured, please follow the standard procedure of contacting the emergency services. You can also use the in-app assistance button to be connected to one of our operators, but we do emphasise contacting the emergency services first.

You will need to follow your standard insurance claims process as TangoRide facilitates journeys and is not responsible for the events of specific journeys.

PASSENGER RELATED QUESTIONS

How do I pay for my trip?

TangoRide has partnered with Stripe to facilitate payments. We will only share the data required to complete your transaction and nothing else. Stripe have stringent data protection policies in place which are all GDPR compliant.

As a passenger, you’ll need to make a fixed-fare payment before your journey starts. A driver can only start the journey once you are comfortable and have completed the payment process via the app.

Why isn’t my payment card working?

Please check the card details you have entered to ensure they are correct. If your payment still isn’t working, your card may have expired or been blocked from certain online payments. In this instance, you’ll need to check your card status with your bank.

Currently we accept Mastercard, Visa, Diners Club, JCB, American Express and Discover Cards. Unfortunately we do not yet accept PayPal.

Can I save more than one payment card to my profile within the TangoRide app?

You can store multiple cards on the app and select the appropriate one.

In most countries, insurers state that carpooling/car sharing will not affect an individual’s car insurance e.g. the Association of British Insurers clearly states that car sharing/Carpooling won’t affect the insurance of their members so long as a profit isn’t made. As a driver and as long as you do not make a profit (which is not possible with the TangoRide pricing model), your insurance will not be affected.

We would advise that if you do have any concerns to check with your insurance company as there may be some specific terms and conditions which could impact your ability to offer carpooling. Please note that over 300 insurance providers are members of the ABI (circa 95% of the motor insurance market in the UK) so the chances of you not being able to carpool are small.

Is it safe to use my payment card through the app?

TangoRide uses Stripe for payment processing. Stripe is audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1 compliance. This is the most stringent level of certification available in the payments industry and they are fully GDPR compliant.

Can I pay with PayPal?

Currently we accept Mastercard, Visa, Diners Club, JCB, American Express and Discover Cards. Unfortunately, we do not yet accept PayPal.

How can I be a good TangoRide passenger?

Think of carpooling as sharing the same traits as a good friendship, with a dollop of common sense…

  • Be reliable. Don’t cancel without good reason and ensure you’re at the pick-up point when you say you’ll be.
  • Use the in-app calling or messaging to let people know if you are running slightly late (some delays are unavoidable).
  • If you’re feeling hungry and fancy a quick bite while you’re travelling, check that other people don’t mind before you tuck in.
  • Remember people have different tastes; some like to listen to the radio and other prefer a quieter journey. Some people like to chat whilst others prefer to reflect in a peaceful environment. You all need to be comfortable, so please take each other’s preferences into consideration.
  • Don’t fiddle with the radio unless you check (or any other controls for that matter such as air con or lighting).
  • Please refrain from smoking at all times.
  • It can appear unfriendly if you spend the journey on your mobile, chatting to friends or making business calls. And it can be distracting to the driver, so please take this into consideration.
Passenger cancellations and no-shows

Passengers are encouraged to wait outside the pickup location and look for the car displayed in the driver’s profile. If required, passengers can contact the driver using the call function within the app.

Passengers can cancel their request any time before making the payment. TangoRide continuously monitors the number and reasons for cancellation to minimise future cancellations and to ensure continuing and improved satisfaction for all customers.

If a driver cancels before reaching the pickup location or doesn’t show up, TangoRide will automatically start searching for the next suitable match towards your destination.

If your destination changes during the course of the journey, you can mutually agree a conclusion regarding the change in plan. TangoRide expects its users to be cooperative and supportive towards each other.

What happens if there is more than one passenger?

You can specify the number of seats you require and will be matched accordingly. In order to confirm to HMRC rules, the total charge for the journey will not change as a Driver can only receive a maximum contribution towards the journey.

Can I take any luggage with me?

Yes, as long as the Driver has space in the car and the amount of luggage is reasonable.

What happens if I have an accident while carpooling?

Hopefully this won’t happen but if an accident does occur the Driver and passenger should follow the standard process by contacting the emergency services, obtaining witness statements and liaising with your insurance company.

What happens if I don’t like the person I’m traveling with? Can I get out and have a refund?

We strongly promote good practice and etiquette for all users of TangoRide. If you experience any issues, please contact our customer service advisors and we will advise of what action can be taken dependent on the nature of the issue.

What happens if I need to change my destination once I’ve been picked up?

This is something that you will need to discuss with the Driver. Please note that as the payment is made in advance any change to route and price will have to be agreed between both parties.

What happens if there are road closures and / or diversions and the distance / fare changes?

The app uses Google Maps to plan the route, so should pick up any closures or diversions which exist at the beginning of the journey. As the app offers a fixed fare payment system up-front, any changes would need to be settled by the Driver and Passenger directly.

Remember, this is not a profit-making application and is designed to offset Driver costs (within HMRC guidelines) and offer a cheaper alternative to passengers.

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