Refunds and fare disputes

How refunds work

Approved refunds go straight back to your M-Pesa number. There is no statement cycle or waiting period. Refunds are reviewed and approved as quickly as we can.

How to raise a fare dispute

Tell us which trip and what happened (wrong route, unexpected wait, incorrect fare, etc.) via in-app chat, [email protected], or WhatsApp. Include the trip date and your pickup and drop-off so we can find it quickly.

Our team reviews every dispute. If a refund is approved, it goes straight back to your M-Pesa.

Coming soon. Raising a dispute from the trip screen with one tap is part of the Ryde app build. For now, the team handles disputes over chat or email.

What can be disputed?

• Fare calculated on an incorrect route (e.g. GPS glitch added extra kilometres)
• Charge applied to a cancelled trip
• Duplicate charge (see charged twice)
• Promo code or credit not applied correctly

What happens next?

You will hear back from us when we make a decision. If approved, the M-Pesa reversal is sent to your number.

Fare estimates

The fare shown before you book is an estimate based on the expected route. The final fare is calculated on the actual route driven. If the driver took a significantly longer route without a valid reason (roadblock, your request), that is grounds for a dispute.