Legal
Cancellation & Refund Policy
This policy applies to every booking made on eRyde and forms part of our Terms of Use.
Carpooling
Free cancellation: Free cancellations up to 30 minutes before the scheduled trip start time.
After the free window: After that, a 50% cancellation fee of the fare applies. No-shows are treated as late cancellations.
School transport
School transport is billed either weekly or monthly. Different cancellation windows apply to each fare type.
Weekly fare
Free until 24 hours before the first pick-up time.
After that: 30% cancellation fee.
Monthly fare
Free until 5 days before the first pick-up time.
After that: 20% cancellation fee.
Vehicle rental
Free cancellation: Free cancellations up to 1 hour before the scheduled pick-up or drop-off time.
After the free window: After that, a 10% cancellation fee of the rental total applies. Failure to return the vehicle at the agreed time may attract additional daily charges from the provider.
Moving van hire
Free cancellation: Free cancellations up to 2 hours before the scheduled departure time.
After the free window: After that, a 15% cancellation fee of the booking total applies. Overtime loading beyond the 2 hours included in the base rate is billed at the provider's stated hourly rate.
How refunds are processed
- Eligible refunds are returned to the original YOCO payment method within 5–10 business days.
- Cancellation fees are calculated on the fare paid, before eRyde's platform commission.
- If a provider cancels a confirmed booking, the customer receives a full refund with no fee.
- If a trip cannot be completed due to a verified safety issue, vehicle breakdown or force majeure, we will refund the affected portion of the fare.
- Disputed charges may be reviewed by eRyde support; our decision, made in good faith, is final.
Requesting a cancellation or refund
Cancel a booking directly from the Bookings screen in the app before the free-cancellation window closes. For refund requests outside of an automatic cancellation — for example a provider no-show or safety issue — contact us at support@eryde.app within 7 days of the booking date.