Last updated: February 2026
About RollM8s
RollM8s is a community platform for the UK Skate, Wheels & Boards community — built first for roller skaters and now serving inline skaters, skateboarders, longboarders, BMX riders, scooter riders, snow sports crews and related communities. Our core service is peer-to-peer ride-sharing, where drivers share their journey with passengers and contributions cover shared travel costs (fuel, wear and tear). We also provide community features including an events directory, Corner pages for organisers and DJs, Community Listings (a peer-to-peer classified listings board for buying, selling, swapping, and giving away skate, board, BMX, scooter and snow sports gear), a Safe Space for anonymous peer support, and other community tools. Drivers, sellers, and all users are independent individuals, not employees, workers, agents or contractors of RollM8s.
Your Statutory Rights
Nothing in this policy affects your non-excludable statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where applicable. The refund rules below apply in addition to, and not instead of, those rights.
Ride-Sharing Refund Policy
Full Refund Scenarios
- Driver Cancellation: If a driver cancels the ride for any reason, passengers will receive a full refund of their contribution.
- Passenger Cancellation (1+ hour before pickup): If a passenger cancels their booking at least 1 hour before the scheduled pickup time, they will receive a full refund.
No Refund Scenarios
- Passenger No-Show: If a passenger fails to arrive at the agreed pickup location at the scheduled time without prior cancellation, no refund will be issued.
- Late Cancellation (less than 1 hour before pickup): Cancellations made less than 1 hour before the scheduled pickup time are not eligible for a refund.
- Return Trip Cancellation at Venue: If a passenger has booked a return trip and decides at the venue that they no longer want the return journey, no refund will be issued for the return portion.
Corner Marketplace (Merch) Refund Policy
Important: Seller-Handled Refunds
All goods sold through Corner Marketplace pages are sold by independent third-party sellers, not by RollM8s. RollM8s is a marketplace facilitator only and does not sell, manufacture, ship, or guarantee any products.
- Refund requests must be directed to the Seller. The Seller is solely responsible for processing refunds, exchanges, and handling any disputes regarding their products.
- RollM8s does not process refunds for Corner Marketplace purchases. We cannot issue refunds on behalf of sellers.
- Product quality, description accuracy, and delivery are the Seller's responsibility. If a product does not match its description or is defective, contact the Seller directly.
- Shipping and delivery issues (lost packages, damage in transit) must be resolved between the Buyer and Seller.
Your Rights as a Buyer
Under the Consumer Rights Act 2015, you may have statutory rights regarding goods purchased from sellers, including:
- The right to receive goods that match their description
- The right to receive goods of satisfactory quality
- The right to receive goods that are fit for purpose
These rights are enforceable against the Seller, not against RollM8s.
Community Listings (Peer-to-Peer) — No Refunds from RollM8s
Community Listings is a peer-to-peer classified listings board. RollM8s does not process, handle, or facilitate any payments between Community Listings buyers and sellers for the items themselves. All item transactions — whether sales, swaps, or free giveaways — are arranged entirely between the users involved, outside of the Platform.
Optional "Boost" fees: The only payment RollM8s processes in connection with Community Listings is the optional listing "Boost" fee paid by a seller to increase the visibility of their own listing. Boost fees are paid to RollM8s (via Stripe) in exchange for a visibility service and are non-refundable once the Boost period has started, except where required by law. Boost fees do not give RollM8s any role in, or responsibility for, the underlying sale of the item.
- RollM8s cannot and does not issue refunds for any Community Listings transaction between users, as we are not involved in the payment or exchange process.
- All disputes, refund requests, and complaints regarding Community Listings transactions must be resolved directly between the parties involved.
- RollM8s bears no responsibility for items that are not as described, defective, never delivered, or otherwise unsatisfactory. Buyers use Community Listings at their own risk.
- For items exchanged in person, we strongly recommend inspecting items before completing the transaction. Once you accept an item, any subsequent issues are between you and the other party.
- If you believe you have been a victim of fraud, please report the listing to us and contact your local police force or Action Fraud (0300 123 2040).
These disclaimers do not affect your non-excludable statutory rights against the seller under the Consumer Rights Act 2015 where that seller is acting in the course of a business.
Hire Hub Refund & Deposit Policy
The Hire Hub allows community members to rent gear from each other. RollM8s acts as a facilitator; the rental contract is between the listing owner and the hirer. Every booking is governed by the Hire Hub Rental Terms shown to the hirer at checkout (a versioned, snapshotted record of which version they accepted is kept against each booking for audit purposes).
Deposits
- The refundable deposit set by the owner is held by Stripe (not RollM8s) from the moment the booking is paid.
- If the item is returned safely (owner confirms in-app within 48 hours of the booking end), the deposit is released back to the hirer.
- If the owner does not mark the item as returned within 48 hours of the booking end, the deposit auto-releases to the hirer.
- If the owner raises a damage claim within 48 hours of the booking end and the hirer accepts it, the requested amount (up to the deposit) is transferred to the owner; any remainder is refunded to the hirer.
- If the hirer disputes a damage claim, RollM8s reviews the pickup photos, return photos, chat history, and any other evidence both parties submit, and decides a fair split within 7 days. Our decision is final on platform but does not preclude either party from pursuing normal civil routes.
Rental fee refunds
- Hirer cancels 24+ hours before start date: Full refund of rental fee.
- Hirer cancels within 24 hours of start date: Refund at the owner's discretion.
- Owner cancels for any reason: Full refund of rental fee to the hirer (including any platform fee).
- Item not as described on pickup: Hirer should refuse collection and contact us — full refund processed.
Late-return fees
Items returned after the booking end-date incur a fee equal to the listed daily rate per extra day, taken from the deposit. Items more than 7 days late may be reported as theft and the full deposit forfeited.
Platform fee
RollM8s charges a 10% platform fee on the rental amount, deducted from the owner's payout. This fee is refunded along with the rental fee if the booking is cancelled before collection by either side. It is not refundable once the item has been collected, except where required by law.
For damage disputes, contact connect@rollm8s.com with the booking ID. Both parties will be invited to submit any further evidence before a decision is reached.
Event Ticket Refund Policy
How Event Ticketing Works
RollM8s provides a ticketing platform that enables event organisers to sell tickets directly to attendees. RollM8s is NOT the event organiser. Ticket revenue is held by RollM8s and typically transferred to the organiser's connected Stripe account within 48 hours after the event concludes, subject to processor availability and any required checks. This delay exists to protect ticket buyers and allow for refund processing.
Full Refund — Automatic
- Event Cancellation: If the organiser cancels the event, all ticket holders are automatically refunded in full. No action is required from you.
Refund Requests — Contact the Organiser
- More than 48 hours before the event: Contact the event organiser directly to request a refund. The organiser is responsible for approving refund requests.
- Less than 48 hours before the event: Refund requests are at the organiser's discretion. We recommend contacting them directly.
No Refund Scenarios
- After the event has taken place: Refunds are not available once the event has concluded, as funds are transferred to the organiser 48 hours after the event.
- Failure to attend (no-show): Not attending the event does not entitle you to a refund.
- Platform booking fee: The RollM8s platform fee is non-refundable, except in the case of event cancellation by the organiser.
Organiser Payout Timeline
- Ticket payments are held by RollM8s until at least 48 hours after the event date.
- After this period, funds (minus the platform fee) are typically transferred to the organiser's Stripe Connect account, subject to processor availability and any required checks.
- This delay ensures a window for handling cancellations, disputes, and refund requests.
- Once funds have been transferred to the organiser, RollM8s cannot process refunds. Any refund requests must be handled directly between the buyer and the organiser.
How Ride-Sharing Refunds Are Processed
- Eligible refunds are processed automatically through our payment provider (Stripe).
- Refunds typically appear in your account within 5-10 business days, depending on your bank.
- Refunds are returned to the original payment method used for the booking.
Cancellation Process
- To cancel a booking, go to your Dashboard and select the ride you wish to cancel.
- Click "Cancel Booking" and confirm your cancellation.
- Both the driver and passenger will be notified of the cancellation.
- If eligible, your refund will be processed automatically.
Disputes
For ride-sharing or Corner Marketplace disputes, please contact us at connect@rollm8s.com. We will review your case and respond within 48 hours. For Community Listings disputes, please resolve directly with the other party. If you suspect fraud, report the user through the Platform and contact Action Fraud.
Changes to This Policy
We reserve the right to modify this refund and cancellation policy at any time. Changes will be effective immediately upon posting to this page. We encourage users to review this policy periodically.
Contact Us
If you have any questions about this policy, please contact us at connect@rollm8s.com.