Accessibility statement for Santander Cycles Leicester

This accessibility statement applies to www.rideonleicester.com and all its pages including the private area for registered and authenticated users.

This website is run by Ride On Scotland Ltd. We want as many people as possible to be able to use this website. For example, that means you should be able to:

  • see all the text content as it has enough contrast and size, but you can also change font sizes from your browser’s settings
  • zoom in up to 300% without the text spilling off the screen
  • navigate most of the website and fill-in the forms using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

How accessible this website is

We know some parts of this website are not fully accessible:

  • you cannot modify the line height or spacing of text nor change the color of the text;
  • navigation with just keyboard, screen reader and speech recognition software may be more difficult in some interactive parts like booking, purchase, stations map and the transactions table;
  • there’s a limit to how far you can magnify the map; if you navigate using a screen reader you have access to an alternative station list;
  • you may find insufficient contrast on some elements which are provided by third party tools and services (for example, the payment form);
  • the support chat, which is also a third party tool, is not accessible with the 400% zoom and can’t be easily used using only Keyboard Navigation, but we made it easy for you to get help from us in a different way;
  • some content is not readable with JavaScript disabled due to the nature of our website; if you disable JavaScript you won’t be able to access some parts of the website.

Feedback and contact information

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille:

We’ll consider your request and get back to you within 5 days.

If you cannot view the map on our ‘Support’ page, call or email us 0116 4786812 or support@rideonleicester.com for directions

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact:

After receiving your call or email, your inquiry will be redirected to the right person within our organisation.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

We provide a text relay service for people who are D/deaf, hearing impaired or have a speech impediment.

If you contact us before your visit we can arrange a British Sign Language (BSL) interpreter.

Find out how to contact us www.rideonleicester.com/support.

Technical information about this website’s accessibility

Ride On Scotland Ltd is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Disproportionate burden

Interactive tools and transactions

CSS dependence

Some of our interactive elements are difficult to navigate using a keyboard. For example, you may have difficulties understanding some content displayed through CSS. This only affects the My Stats section.

Timeouts

When you navigate the private area of the website as an authenticated user, your session can expire. When this happens we notify you about your session timeout right after your session is expired, so you cannot request more time and all the not saved information will be lost. The reason for this behavior is that user’s login details and sessions are managed through specialized third party software and ‘skinned’ to look like our website.

Our authentication tool automatically refreshes the token when the user is interacting with the page. So, despite it is not possible to request more time to prevent unexpected session expiration, it’s unlikely for this to happen while the user is in the middle of a process of filling a form or purchasing a plan. The session expires only when there’ve been no activity for a certain amount of time (in our case it’s 30 minutes).

Insufficient contrast in payment data form

You may find a lack of sufficient contrast on some elements in the purchase process. This happens in the payment method adding step where you are asked to introduce the details of your credit or debit card in a special form (drop-in). This happens because we need to use Braintree, a third party online payment provider to process the payments. Braintree is a PCI compliant payments processor who is processing the transactions and storing your payment data in a secure way for us.

Online support chat

Our Customer Support team uses Freshdesk, a third party tool, to manage the inquiries from our customers, including the online chat available on the website and the mobile app. Chat’s technology is owned by Freshdesk and we cannot modify it. Due to Freshdesk’s chat failing to comply with the AA standard of Accessibility Requirements, you may find it difficult or impossible to use the chat with the 400% zoom or navigating with your keyboard.

But we’re offering several alternative ways of contacting us to get help, apart from the online chat, which is email and phone number. We will also answer your inquiries sent to us through our official accounts in social networks.

We’ve assessed the cost of fixing the above issues with navigation and accessing information, and with interactive tools and transactions. We believe that doing so now would be a disproportionate burden within the meaning of the accessibility regulations. We will make another assessment when the supplier contract is up for renewal, likely to be in 2022.

Content that’s not within the scope of the accessibility regulations

PDFs and other documents

Some of our PDFs documents are essential to providing our services. For example, we have PDFs with information about all the charges and payments (receipts). By 2022 we plan to either fix these or replace them with accessible HTML pages.

Nevertheless users also receive an email for each payment where they can see the receipt in html format as well.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services.

Pop-ups

Some features work through pop-ups or modals (for example, cancelling your subscription or booking of an e-bike or a dock). While modal dialog boxes work properly (trapping the keyboard focus and allowing interaction until the necessary action is performed or the dialog box is closed) and the content inside them is accessible for screen readers, we understand that some features would be more accessible in a different format.

By 2022 we plan to replace such interactions where possible with a different behavior avoiding modal dialog boxes and pop-ups.

Console errors and HTML validation errors

We’ve tried to solve most of the console and coding validation errors, but you may still find some errors that we cannot fix due to the technology we use for our Single Page Application or some other reasons which are out of our control. We believe we’ve done everything we could to ensure that our website does not have any critical error that would affect its accessibility in a negative way.

Preparation of this accessibility statement

This statement was prepared in November 2020. It was last reviewed in May 2021.

This website was last tested in May 2021. The test was carried out by Ride On Consulting S.L. and the Leicester City Council.

We used a user flow oriented approach to select pages for testing. According to this approach we’ve selected in the first place those pages shown as part of the main flows on our website, including: registration and settings forms, password reset, plan purchase and cancellation of subscription, booking, navigating through pricing, reporting problems etc.

We’ve also tested each website section accessible from the navigation menu, as well as pages and flows initiated from there: Home, Map and Bookings, My account, Trips, Pricing, Support, Settings.