Refund and cancellation policy
How cancellations, cancellation fees and refunds work on RIDVO.
Draft for legal review. This document describes how RIDVO is designed to work and must be reviewed and approved by RIDVO's legal advisers before the platform launches. Last updated 10 November 2026.
1. Cancelling before a driver accepts
If you cancel before a driver accepts your request, you are not charged. Any amount reserved on your card for the request is released.
2. Cancelling after a driver accepts
A cancellation fee may apply, depending on how far the driver has progressed and how long they have waited. The fee and the rules behind it are shown in the app before you cancel. Only the disclosed fee is charged, and any unused amount is released.
3. If a driver cancels
If your driver cancels, you are not charged a fare or a fee. We will look for another driver where that is appropriate and tell you what is happening.
4. Final fares
The estimate you see before booking can differ from the final fare. The final fare is calculated after the trip, and you are never charged more than the amount you were told to expect without a new approval from you.
5. Requesting a refund
If you were charged incorrectly or the service was not delivered, you can request a refund in the app. The RIDVO team reviews each request and may approve a full or partial refund. You can follow the status of your request in the app.
6. How long refunds take
Approved refunds are returned to the original payment method. Processing by banks and payment providers can take several working days, so we cannot promise that a refund appears instantly.
7. Driver subscriptions
Driver subscriptions are separate from ride payments. The renewal date, price and cancellation conditions are shown in the app before a driver agrees. Cancelling a subscription does not remove earnings or trip history.
8. Your consumer rights
Nothing in this policy limits your rights under South African consumer protection law. Questions can be sent through our contact page.