TERMS AND CONDITIONS

2. Eligibility and accounts

You must provide information that is accurate and current, protect your login credentials, and promptly notify Jikeleza if you suspect unauthorised access. You must not impersonate another person, create fraudulent accounts, misuse another person’s photograph or identity, or use the Platform for unlawful purposes.

Driver and vehicle-owner access is subject to verification and approval by Jikeleza. Approval may be refused, suspended or withdrawn where information is incomplete, unsafe, fraudulent, unlawful or inconsistent with these terms.

3. Ride requests, matching and shared rides

A ride request is a request for service, not a guarantee that a driver will be available or accept it. A ride is confirmed only when the Platform communicates confirmation or acceptance. Pick-up times are estimates and may change because of traffic, weather, road closures, safety events, demand or other circumstances.

Where shared rides are offered, a vehicle may carry other passengers and may make additional stops or travel to more than one destination. The passenger should check the ride details and fare information shown before confirming.

Passengers must check the vehicle registration, vehicle description and driver identity displayed in the app before entering the vehicle. Do not board if the details do not reasonably match the app; report the issue through the available support or safety channel.

4. Fares and payment

Fares and route prices are those displayed or otherwise communicated through the Platform before the ride is accepted. Jikeleza may use fixed fares for designated routes or categories and may update fares prospectively. Any applicable fare must be shown or communicated before the passenger commits to the ride, subject to lawful adjustments disclosed at the time.

Where the Platform requires prepayment, the passenger must complete the stated payment step before the ride proceeds. Payment processing may be provided by a third-party payment service; that provider’s terms and privacy notices may also apply.

Jikeleza’s driver voucher model may require drivers or vehicle owners to recharge a voucher balance. Under the current model, a recharge may enable ride activity up to ten times the recharge value (for example, R20 may enable up to R200 in rides), subject to the Platform’s displayed rules and any account limits. Accumulated R2 amounts may be added to the next recharge as disclosed in the Platform. These operational rules must be displayed clearly before a driver purchases a voucher and may be updated prospectively.

For card-paid rides, Jikeleza records the relevant ride and payment information and, under the current operating model, settles amounts due to drivers on a seven-day cycle. The applicable driver/owner agreement and payment-provider terms govern the detailed settlement process, deductions, disputes and timing.

5. Cancellation and refunds

If a driver cancels a card-paid ride, the passenger is entitled to a full refund of the fare paid for that ride. Refund processing time may depend on the payment provider and the passenger’s bank.

If a passenger cancels after the applicable cancellation point defined in the app, R5 may remain outstanding and be added to the passenger’s next ride. The app must explain the cancellation point and show the charge before the passenger confirms a ride. This charge does not apply where prohibited by law and does not remove any non-waivable consumer rights.

Where a refund, charge or cancellation is disputed, contact Jikeleza using the contact number below and provide the ride reference, date and a short description. Jikeleza will investigate and respond within a reasonable period.

6. Passenger conduct

Passengers must behave respectfully, follow lawful safety instructions, use seat belts where fitted and required, avoid damaging vehicles, and not threaten, harass, assault or discriminate against drivers or other passengers. Passengers must not request unlawful transport or bring prohibited or dangerous items into a vehicle.

Jikeleza may investigate reports of misconduct and may warn, restrict or suspend accounts where reasonably necessary for safety, fraud prevention, legal compliance or enforcement of these terms.

7. Driver and vehicle-owner responsibilities

Drivers must hold valid licences and permits required for the service, use a roadworthy and appropriately insured vehicle, follow road traffic laws, comply with lawful passenger-safety requirements, and keep account, identity, vehicle and banking information accurate. Drivers must not drive while impaired, use a phone unlawfully while driving, falsify trips, manipulate fares or misuse passenger data.

Vehicle owners are responsible for the lawful supply, maintenance, insurance and authorisation of their vehicles, and for any employment, rental or other arrangements they make with drivers. The Platform does not replace those arrangements.

Drivers must use passenger information only to fulfil the ride, support safety and comply with law. They must not copy, sell, publish or use passenger names, photographs, telephone numbers, locations or trip details for unrelated purposes.

8. Safety features and incident reporting

The Platform may display driver/passenger names or profile photographs, vehicle details, trip status, live location or ride sharing features where enabled. Features may be unavailable because of connectivity, device settings, GPS errors or outages. Do not rely solely on the app in an emergency; contact emergency services when necessary.

Report suspected fraud, unsafe driving, harassment, incorrect vehicle details, or other incidents promptly through any in-app reporting feature or by calling 084 887 0539. Preserve relevant ride details where possible.

9. Availability, suspension and termination

Jikeleza may maintain, update, restrict or temporarily suspend the Platform for maintenance, security, legal compliance or operational reasons. We do not guarantee uninterrupted availability, error-free operation or that a ride will always be available.

Jikeleza may suspend or terminate access for suspected fraud, safety concerns, non-payment, unlawful conduct, material breach of these terms or where required by law. Where reasonably possible, we will provide notice and an opportunity to address the issue. Suspension or termination does not remove rights or payment obligations that have already accrued.

10. Third-party services and limitations

The Platform may depend on mobile networks, GPS, app stores, mapping services, payment processors, hosting providers and other third parties. Their services may be subject to separate terms and outages.

Nothing in these terms excludes or limits liability where such exclusion or limitation is prohibited by South African law, including applicable consumer-protection law. To the extent permitted by law, Jikeleza is not responsible for disruptions caused solely by third-party networks or events beyond its reasonable control. This clause does not excuse Jikeleza from its own legal duties or from handling complaints fairly.

11. Complaints and disputes

Please first contact Jikeleza at 084 887 0539 with the ride reference, date and relevant details so we can try to resolve the matter. Nothing in these terms prevents a consumer from approaching a competent regulator, tribunal or court, or exercising a right that cannot lawfully be waived.

These terms are governed by the laws of the Republic of South Africa, subject to any mandatory consumer-protection rules.

12. Changes to these terms

Jikeleza may revise these terms to reflect changes in the Platform, law or operations. The current version and effective date should be made available in the app. Material changes will be communicated where reasonably practicable. Continued use after the effective date of a change constitutes acceptance only to the extent permitted by law.

13. Contact

Jikeleza | Telephone: 084 887 0539. No street address is included in this document, in accordance with the company’s instruction.