Legal
Cancellation & Refund Policy
This policy applies to every booking made on eRyde and forms part of our Terms of Use.
eRyde's role
eRyde is a technology platform only. We introduce customers to independent transport providers and handle booking and payment. We do not own, operate, control, supervise, inspect, drive, insure or employ any vehicle, driver, provider or helper listed on the platform.
Every service is supplied under a contract between the customer and the provider. eRyde is not a party to that contract, is not a transport operator, carrier, freight forwarder, driving service or insurer, and is not liable or legally responsible for any incident, accident, injury, death, loss, theft, damage, delay, dispute or unlawful conduct that occurs before, during or after any service booked through the platform.
To the fullest extent permitted by South African law, all such risk and responsibility rests with the provider and the customer. Nothing in this document excludes liability that cannot lawfully be excluded, including under the Consumer Protection Act, 68 of 2008.
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.
Late returns, extensions, accidents and theft
Rentals and moving van hires are also covered by our Vehicle Rental & Moving Van Hire Terms, which explain late-return fees, how to request an extension, and what happens if the vehicle is damaged, involved in an accident, stolen or hijacked.
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 admin.eryde@gmail.com within 7 days of the booking date. You can also chat to an agent on WhatsApp at +27 69 967 5487.