Help Center – Ridesly

Welcome to the Ridesly Help Center! We’re here to make your experience with our app as smooth and easy as possible, whether you’re looking for a ride or offering one. This page covers everything you need to know, from setting up your account to understanding our policies on payments, safety, and your privacy.

Use the links below to quickly find the information you need:

Getting Started with Ridesly
For Riders
For Drivers
Your Account & Support
Trust, Safety & Accessibility
Privacy & Data Protection
Legal Terms & Consumer Rights (Eswatini Specific)

I. Getting Started with Ridesly

This section will help you understand how to set up your Ridesly account and how our platform works.

Creating Your Account

To join the Ridesly community, you need to be at least 18 years old and have the legal right to agree to our terms. ¹ Each person can only have one Ridesly account. If we find duplicate accounts or accounts belonging to users who were previously removed from the platform, we may deactivate them. ²

Here’s what you’ll need to do to register:

Provide your full name, email address, date of birth, and a valid mobile phone number. ⁴
Choose a strong, secure password. Remember, you are responsible for keeping your password secret and for all activity that happens on your account. Please never share your login details with anyone. ⁶
For drivers, we’ll have a few extra verification steps to ensure everyone on our platform meets our safety and quality standards. ⁶

It’s very important that the information you provide in your account is accurate, complete, and up-to-date. Ridesly isn’t responsible for issues that might come up if your information is false, incomplete, or inaccurate. ⁵ This means you play a big part in making sure your profile is correct. While we use systems like user ratings to build trust, the accuracy of the information you share helps keep our community safe and reliable.

Understanding Ridesly: How it Works

Ridesly is a technology platform that connects people who need a ride (riders) with independent drivers who are offering a lift. It’s important to understand our role:

Ridesly does NOT provide transportation services directly. We simply facilitate the connection, booking, and payment process between you and the driver. ⁷
Drivers are independent contractors, not employees of Ridesly. This means drivers manage their own time, decide which ride requests to accept, and operate their own vehicles. ²
Every ride you take is a separate agreement between you (the rider) and the driver. Ridesly is not a party to that specific transportation agreement. ¹

We act as a matchmaker, connecting drivers and riders based on factors like your location, desired pickup, destination, and preferences. ¹ This model is common in the ride-sharing industry. We work hard to ensure our platform is safe and reliable, but it’s important for you to understand that drivers operate independently. We have strong internal processes to handle any issues and clear guidelines to ensure everyone’s safety.

II. For Riders

This section is all about your journey as a rider, from finding a ride to what happens after your trip.

Booking a Ride

Ready to go somewhere? Here’s how to book a ride with Ridesly:

Search for a ride: Enter your desired pickup location, destination, and travel date in the app. ⁹
Choose your ride: Ridesly will show you available options. We might offer different ride types (like shared or economy) with different pricing. You might also be able to choose preferences like faster or slower pickup times, which could affect the fare. ¹
Confirm your booking: Once you’ve chosen a ride, send a booking request. Your booking is confirmed once a driver accepts it. Always review the pricing and cancellation policies before confirming! ¹⁰
Communicate: You can message your driver directly through the app before and during the ride to confirm pickup details or give specific instructions. ⁹

During Your Ride

Luggage: If you have large items, it’s a good idea to confirm with your driver beforehand, as luggage space can vary. ¹²
Onboard Amenities: Drivers may offer amenities like air conditioning or charging ports. If you have specific needs, you can ask your driver directly. ¹²
Changing Your Destination: If you need to change your destination or make multiple stops during a trip, the initial quoted fare might be canceled. A new fare, calculated based on the actual time and distance traveled, will then apply. ¹

Payments & Pricing

Understanding how fares work is important for a smooth experience.

Fare Types:

Quoted Fare: This is a fixed price shown to you when you request a ride. It might change if your destination or the nature of the ride significantly changes from your initial request. ¹
Variable Fare: This fare is calculated based on a base charge plus charges for the actual time and distance of your trip. This applies when a quoted fare isn’t available or if your trip details change. ¹

Additional Charges: Your total charge might include service fees, “Prime Time” (surge pricing during high demand), priority pickup options, tolls, and other applicable fees or taxes. ¹ For example, a cancellation fee might apply if you cancel a ride after a short grace period (e.g., 60 seconds from when you placed the request). ¹
Payment Method: MTN Mobile Money: All payments and withdrawals on the Ridesly Platform will be predominantly processed using MTN Mobile Money. By using Ridesly, you consent to the processing of your payments and withdrawals through MTN Mobile Money. You agree to be bound by the terms and conditions of MTN Mobile Money, which may be updated from time to time. ¹
No Cash Payments: Unless Ridesly explicitly states otherwise, cash payments are not allowed. ²

Refunds: Our general policy is that all charges are non-refundable, except where Eswatini law specifically requires a refund. ² This means that if you decide to stop using Ridesly or if there’s a disruption to the service, a refund might not be issued unless legally mandated. Eswatini’s consumer protection laws do provide for refunds in certain situations, such as if the service wasn’t provided as ordered or during specific “cooling-off” periods for digital content. However, please note that the cooling-off period does not apply to the transportation service itself, as it’s consumed immediately. We will always comply with local regulations regarding refunds.

Common Fees & Charges

Charge Type	Description	How it’s Calculated/Applied	Notes
Base Fare	The standard cost for your ride.	Varies by service type (e.g., economy, luxury). ¹	May have minimum fares for short rides. ²
Service Fee	A fee charged by Ridesly for each ride.	As set forth in the app for your city. ²	Applied per ride. ²
Prime Time/Surge Pricing	Increased charges during periods of high demand.	Included in your quoted price or variable fare during busy times. ²	Can significantly increase your fare. ²
Cancellation Fee	Applied if you cancel a ride.	For example, E5 if canceled after 60 seconds from your request. ¹	Compensates drivers for their time. ¹
Damage Fee	Charges for damage you cause to the driver’s vehicle.	Up to E250 for vehicle damage. ²	Applies if damage is caused by the rider. ²
Tolls & Surcharges	Costs for road tolls, airport fees, etc.	Added to your total charge as applicable. ²	Varies by location and route. ²
Taxes	Applicable taxes on the service.	Included in your total charge. ²	Determined by local tax regulations. ²
Tips	Optional gratuity for your driver.	At your discretion.	Provided entirely to the driver. ²

Post-Ride

After your trip, both you and your driver will have the chance to rate each other. ¹ Please make sure your ratings are accurate and respectful, without any discriminatory or offensive language. ¹ You’ll also receive clear and accurate receipts for your rides, in line with our terms. ¹³

III. For Drivers

This section covers everything you need to know as a driver on the Ridesly platform, from offering rides to managing your earnings and ensuring safety.

Offering a Ride

As a Ridesly driver, you can publish ride advertisements in the app. You’ll specify details like your pickup and drop-off locations, any stops you plan to make, and the number of available seats. ⁵

Important: Ridesly is for Cost-Sharing, Not Profit.

Ridesly is designed for cost-sharing, meaning you offer rides to help cover your travel expenses, not to make a profit. We may set limits on how much you can charge for a trip to ensure it remains a cost-sharing arrangement. 5 Operating for profit could invalidate your personal vehicle insurance and lead to legal issues under Eswatini law. The help page strongly emphasizes this to drivers, warning them of potential legal actions or invalidation of their personal vehicle insurance if they operate for profit. This directly impacts the platform’s operational model and legal risk profile.

Driver Requirements:

To offer rides on Ridesly, you must:

Hold a valid driving license. ²
Operate a safe and compliant vehicle. ²
Maintain valid third-party insurance for your vehicle. ²
Comply with all applicable laws and traffic regulations at all times. ¹⁴

Prohibited Activities for Drivers:

Transporting unaccompanied minors. ¹
Engaging in reckless driving. ¹
Discriminating against riders. ¹
Carrying weapons. ¹
Engaging in harassment. ¹

Violating these rules can lead to serious consequences, including temporary suspension or permanent removal from the platform. ²

Managing Your Rides

Update Ride Details: You are responsible for managing your published ride details and promptly informing riders of any changes to your trip plan. ⁵
Accepting/Declining Requests: You have the freedom to accept or decline ride requests. ¹ However, consistently canceling requests after accepting them may lead to consequences, including temporary or permanent loss of access to the platform. ¹⁴
Communication: Clear and timely communication with your riders is essential, covering pickup, drop-off, and any unforeseen circumstances. ¹⁰

Getting Paid

Payouts: You’ll receive payment for the rides you provide according to your agreement with Ridesly. ²
Payment Method: MTN Mobile Money: Payments to drivers will be predominantly processed using MTN Mobile Money. ¹
Payout Issues: If you have any issues with payouts or transfers, please contact Ridesly’s support channels. ¹¹
Tax Responsibility: As independent contractors, you are solely responsible for understanding and fulfilling all applicable tax obligations related to your earnings from Ridesly. ²

Driving Safely

Community Guidelines: Always follow Ridesly’s Community Guidelines, which are designed to ensure safety, respect, and compliance with all applicable laws. ¹
Vehicle Safety: You are personally responsible for your vehicle’s safety and ensuring it meets all legal requirements.
Accidents: In the unfortunate event of an accident, your personal vehicle insurance is generally expected to cover passengers, as Ridesly is not an insurer. ⁹ While Ridesly provides guidelines, the ultimate responsibility for the safety of the ride and compliance with traffic laws rests squarely with you, the driver.

IV. Your Account & Support

This section explains how you can manage your Ridesly account and get help when you need it.

Account Management

Notifications: You can manage your notification preferences (email, text messages, push notifications) through your device or app settings. ² Keep in mind that opting out of certain notifications might affect how well the app functions for you. ¹⁵
Update Your Details: You can easily update your personal details, payment methods, and other profile information in your account settings. ¹⁵
Deleting Your Account: You have the right to delete your Ridesly account. ¹⁵ However, please note that Ridesly may retain certain information even after your account is deleted for legitimate business purposes or to comply with legal and regulatory obligations. This includes situations involving open insurance claims, legal holds, or issues related to trust, safety, or fraud. ¹⁵ We will always protect this retained data in accordance with Eswatini’s Data Protection Act. ¹⁶
Ratings: Ridesly uses a rating system for both riders and drivers. ¹¹ Consistently low ratings could lead to temporary or permanent loss of access to the platform. ¹ All ratings should be accurate and non-discriminatory. ¹
Account Security: We provide guidance on protecting your account credentials, reporting suspicious activity, and troubleshooting common account problems to help you keep your account secure. ¹¹

Getting Help

If you have any questions, complaints, or need to report an incident, Ridesly’s customer support team is here to help!

Contact Us: You can reach us through the in-app help section, email, or phone. ²
Safety First: In situations of immediate danger, always contact local authorities or emergency services before notifying Ridesly. ¹⁴
Internal Complaint Handling: We encourage you to first try to resolve any issues directly with us through our customer support. We are committed to addressing your complaints within a reasonable timeframe (ideally within five days) and free of charge. ¹⁸ This is often the quickest way to get your issue resolved.

V. Trust, Safety & Accessibility

Ridesly is committed to creating a safe, respectful, and inclusive platform for everyone.

Community Guidelines

Our Community Guidelines are the foundation for a positive experience on Ridesly. ² These guidelines apply to all users (riders, drivers) and your interactions with Ridesly staff. ¹⁴

You agree NOT to:

Impersonate others. ¹
Harass anyone. ¹
Violate any laws. ¹
Interfere with the app’s operation. ¹
Post fraudulent or abusive content. ¹
Infringe on anyone’s rights. ¹
Misuse our services. ¹

Violating these guidelines can lead to serious consequences, including account suspension or permanent deactivation. ² Ridesly is also committed to a non-discrimination policy, ensuring fair treatment for everyone, regardless of gender, race, or socio-economic status. ²

Accessibility Features

Ridesly is dedicated to assisting users with reduced mobility. ¹² We will provide clear procedures within the app and this help center on how to request such assistance, ensuring our services are accessible to all.

Children & Minors Policy

To create an account on Ridesly, you must be 18 years of age or older. ² If minors receive transportation services through Ridesly, they must be accompanied by an adult. ³

Travelling to Another Country

If Ridesly expands to other countries, please be aware that the terms of service and local regulations may vary significantly by country. ² Always check the local terms when using the app abroad.

VI. Privacy & Data Protection

Your privacy is extremely important to us. This section explains how Ridesly handles your data, fully complying with Eswatini’s Data Protection Act 2022.

What Data Ridesly Collects

Ridesly collects personal information that is essential for providing our services. By using the Ridesly app, you consent to the collection of this data.

Registration Data: This includes your full name, email address, phone number, date of birth, and a password. ⁴
Location Data: We collect precise location data from your device when the app is in use, from the moment you request a ride until it’s completed. This data is vital for matching you with drivers, optimizing our service, and analyzing travel patterns. ²¹ We understand concerns about location tracking and are committed to protecting this sensitive information. We use it only for the purposes outlined in this policy and take strong measures to prevent misuse.
Usage Information: We collect data about how you use the app, such as the number of rides taken or offered, your response rates to messages, and other interactions. ⁴
Payment Information: Details like your MTN Mobile Money account information are collected to facilitate payments and withdrawals. This is handled securely by our third-party payment processors. ⁴
Sensitive Personal Information: We only collect sensitive personal information (like biometric data or health data for accessibility) under strict conditions and with your explicit consent, as required by Eswatini’s Data Protection Act. ¹⁶

We collect information when you actively provide it (e.g., during registration or when filling out forms) ⁴, and automatically through your app usage (e.g., IP addresses, cookies). ⁴ If you sign in using social media, we may also access certain data from your social media account as per their terms. ⁴

How Ridesly Uses Your Data

We use your personal data only for specific, clear, and legitimate purposes, following the “purpose limitation” principle. ²⁶

Providing Services: To operate the Ridesly platform, efficiently match riders with drivers, process payments (via MTN Mobile Money), and provide customer support. ¹⁵
Security & Safety: To maintain the overall security and safety of the Ridesly platform and its users, including detecting and preventing fraudulent activities. ⁴
Improving the Platform: To analyze app usage, understand user needs, and make general improvements to the app’s functionality and your overall experience. ⁴
Marketing & Advertising: To send you information about events and promotions, and to personalize content and advertising. You will always have clear options to opt out of promotional communications. ¹⁵

Your Data Rights (Eswatini Data Protection Act 2022)

The Eswatini Data Protection Act No. 5 of 2022 gives you important rights over your personal data. ¹⁶ Ridesly is fully committed to upholding these rights.

Right	What it Means	How to Exercise	Response Time	Cost
Right to Be Informed	You have the right to know how your data is collected, processed, and used. ³¹	This information is provided in our Privacy Policy, Terms of Service, and this Help Center. ¹³	Proactively provided; for changes, before they take effect. ³¹	Free
Right of Access	You can confirm if your data is being processed and access that data. ¹⁶	Submit a written request via in-app support or email to privacy@ridesly.com. We’ll need to verify your identity. ³²	Within one month, extendable by two months for complex requests. ³¹	Free, unless your request is clearly unfounded or excessive. ³¹
Right to Rectification (Correction)	You can ask us to correct any inaccurate or incomplete personal data we hold about you without delay. ¹⁶	Update via your Profile Settings or submit a written request to support@ridesly.com with specific details. ³²	Without undue delay, no later than one month. ³²	Free
Right to Erasure (Right to Be Forgotten)	You can request that we delete your personal data if it’s no longer needed, you withdraw consent, or there are no other legal grounds for us to keep it. ¹⁶	Initiate account deletion via app settings or submit a written request to privacy@ridesly.com. ¹⁵	Without undue delay, no later than one month. ³²	Free
Right to Object to Processing	You can object to us processing your data if it’s based on our legitimate interest or a public interest task. ³¹	Submit a written request to privacy@ridesly.com, explaining your reasons. ³¹	Without undue delay, no later than one month. ³¹	Free
Right to Data Portability	You can receive your personal data in a structured, commonly used, and machine-readable format, and transfer it to another data controller. ³¹	Submit a written request to privacy@ridesly.com. ³¹	Within one month, extendable by two months for complex requests. ³¹	Free
Right Not to Be Subject to Automated Decisions	You are protected from decisions based solely on automated processing (without human involvement) that significantly affect you. ¹⁶	Submit a written request to privacy@ridesly.com, detailing the automated decision and its impact. ³¹	Within one month, extendable by two months for complex requests. ³¹	Free

Data Security Measures

Ridesly uses strong technical and organizational measures to protect your personal and payment information from unauthorized access, loss, misuse, or destruction. ¹⁶ This includes using leading technologies and encryption software to safeguard your data, along with strict security standards to prevent any unauthorized access. ²⁰ We require our partners to maintain appropriate security levels for your information.

Data Sharing & Cross-Border Transfers

We only collect, process, or share your personal data with your explicit consent, when necessary for our contract with you, or if we have a legal obligation. ²⁴ Explicit consent is especially required for cross-border data transfers. ²⁴

Sharing with Other Users: Your information (like your first name, profile picture, pickup/drop-off points, and contact number) is shared with your driver or rider as part of the booking process. ⁴
Sharing with Service Providers: We share necessary information with trusted third-party payment processors (like MTN Mobile Money) to facilitate your transactions. ⁴
Data Storage Location: Your user data is stored securely on Google Cloud servers located in the Africa-South region (Johannesburg). This means your data is transferred to and stored in South Africa. ⁷ The Eswatini Data Protection Act permits data transfers within SADC Member States (like South Africa) under specific conditions, ensuring your data remains protected. ¹⁶
Other Third Parties: We do not share your information with other third parties unless legally required or permitted, or if you specifically authorize us in writing. ²⁰

Data Retention Policy

Ridesly follows the principle of data minimization, meaning we only keep your personal data for as long as it’s necessary for the purpose it was collected, or as required by law. ²⁶ Once data is no longer needed, it is securely deleted or anonymized. This includes specific retention periods for different types of data, such as account profile data, trip history, and customer service communications.

Data Breach Notification

As your Data Controller, Ridesly is legally required by the Eswatini Data Protection Act to notify the Eswatini Communications Commission (ESCCOM) and affected users (you) of any personal data breaches within 72 hours of becoming aware of such an incident. ¹⁶ This quick notification ensures transparency and allows you to take any necessary protective measures.

VII. Legal Terms & Consumer Rights (Eswatini Specific)

This section gives you a clear overview of the legal rules that govern Ridesly’s services and your rights as a consumer in Eswatini.

Ridesly Terms of Service: Your Agreement

By using the Ridesly platform, you are agreeing to our Terms of Service. This is a legally binding agreement between you and Ridesly. ⁷ We may update these terms, and your continued use of the app after changes are published means you accept the new terms. ² Remember, drivers on Ridesly are independent contractors, not our employees, and Ridesly is not a transportation carrier. ²

Your Consumer Rights (Eswatini Communications Commission Regulations & Fair Trading Act)

Eswatini has strong consumer protection laws that apply to digital services like Ridesly, mainly through the Communications Commission (Consumer Protection) Regulations, 2016 ¹⁸, and the Fair Trading Act, 2001. ³⁵ Ridesly is committed to upholding these rights:

Right to Safety: You have the right to be protected against products or services that could be hazardous to your health or life. ¹³
Right to Be Informed / Disclosure: You have the right to clear, up-to-date, and complete information about our services, including terms, conditions, quality, prices, contract duration, and how to handle complaints. ¹⁸ We are obligated to provide this information clearly and separate from advertising. This means all pricing, cancellation terms, and app functionalities are clearly detailed and easy to find
before you commit to a ride.
Right to Choose: You have the right to choose your preferred service provider or product when options are available. ¹³
Right to Remedy: You have the right to a fair settlement for genuine claims, including compensation for misrepresentation, service failure, or unsatisfactory services. ¹³ This also includes access to simple, transparent, and free out-of-court dispute resolution. ¹³
Right to Privacy: You have the right to personal privacy and protection against unauthorized use of your personal information. ¹³
Right to Clear & Accurate Billing: You have the right to clear, accurate, and understandable bills for services you use, with charges that match the services consumed. ¹³
Right to Cancel or Change a Contract: You have the right to cancel a contract within a reasonable period, typically up to 90 days from signing. Cancellation terms will always be clearly stated. ¹³
Protection Against Market Abuse: You are protected from unfair practices like excessive or discriminatory pricing, unfair contract terms, false advertising, and anti-competitive behavior. ¹⁸

Your Responsibilities as a Consumer

Along with your rights, you also have responsibilities:

Use Ridesly services properly and without abuse. ¹³
Pay your bills promptly. ¹³
Familiarize yourself with your contractual obligations and any safety requirements. ¹³
Act courteously towards other users and Ridesly staff. ¹³
Lodge only legitimate complaints. ¹³

Complaint Handling & Dispute Resolution

We are committed to resolving any issues you might have.

Step 1: Internal Ridesly Support: If you have a complaint, please start by contacting Ridesly’s customer support through the app or our official website. We aim to address and respond to your complaints within five business days, free of charge. ¹⁸
Step 2: Eswatini Competition Commission (ESCCOM) / Alternative Dispute Resolution (ADR): If you are not satisfied with our internal response, you can escalate your complaint to the Eswatini Competition Commission (ESCCOM). They handle consumer complaints across various sectors and offer a free, accessible, and impartial Alternative Dispute Resolution (ADR) mechanism. ³⁶
Step 3: Legal Action: You always retain the right to seek legal remedies through the courts of Eswatini as a final recourse. ¹³

For payment-related disputes that involve banking issues, you may also contact the Central Bank of Eswatini’s Ombudsman service after attempting to resolve it with us first. ³⁸

The agreement for Ridesly’s services is governed by Eswatini law, and any disputes will be handled by Eswatini courts or tribunals. ¹⁸

Dispute Resolution Process (Eswatini)

Step	Issue Type	How to Lodge	Contact Details	Expected Resolution Time
1. Internal Ridesly Support	All general complaints, lost items, service issues, account problems.	In-app help center, email (support@ridesly.com), or phone (TBD).	Via Ridesly App / Website.	Within 5 business days for resolution. ¹⁸
2. Eswatini Competition Commission (ESCCOM)	Unfair trading practices, service quality disputes, misleading conduct, market abuse, or if unsatisfied with Ridesly’s internal response.	Fill Complaint Form (available on ESCCOM website), email to info@compco.co.sz, call (+268) 2404 0111/0421, or visit their offices in Mbabane. ¹⁹	Eswatini Competition Commission, P.O. Box 1976, MBABANE, Eswatini, H100. ¹⁹	2 weeks to 90 working days. ¹⁹
3. Eswatini Communications Commission (ESCCOM) – ADR	Data privacy breaches, digital contract issues, general consumer protection under Communications Regulations.	Initiate dispute electronically with the Commission, requesting adjudication and providing detailed information. ¹⁸	Eswatini Communications Commission (Contact details to be confirmed on their official website).	Supplier response within 20 days; adjudicator decision within 14 days. ¹⁸
4. Legal Action	Severe disputes, claims for damages, or when other resolution attempts have failed.	Through Eswatini courts or tribunals. ¹⁸	Consult a legal professional in Eswatini. ³⁹	Varies significantly based on case complexity. ³⁹

We hope this Help Center provides you with all the information you need for a great experience with Ridesly. We are committed to providing a reliable, safe, and compliant ride-sharing service for everyone in Eswatini.