Terms of Service

These terms are being finalised. We are working with legal counsel to review and complete them ahead of launch. Last updated: June 2026.

Growing document. Ryde is launching in stages. Sections covering Lost & Found, SOS, business accounts, and driver subscription details will be expanded as each feature launches. We will communicate material changes in-app and by email before they take effect.

These terms govern your use of the Ryde mobile app and website (together, "the service"). By creating an account or using the service, you agree to these terms and our Privacy Policy.

1. The service

Ryde is a technology platform that connects riders with independent, verified drivers in Kenya. Ryde is not a transport carrier and does not employ drivers. Drivers are independent operators who use the Ryde platform to find and complete trips. Ryde provides the matching, payment, and safety infrastructure.

2. Eligibility

You must be at least 18 years old to hold a Ryde account. By registering, you confirm you are 18 or older.

Drivers must additionally hold a valid NTSA driving licence, PSV badge, active SACCO membership, current PSV insurance, and a certificate of good conduct. Drivers must pass Ryde's document verification and vehicle inspection before accepting their first trip.

3. Account

You are responsible for keeping your account credentials secure. Notify us immediately at [email protected] if you believe your account has been accessed by someone else. You are responsible for all activity under your account.

4. Fares and payment

Locked fares. The fare is calculated and shown to you before you confirm a trip. Except for changes in the actual route driven (traffic, diversions), that fare is what you pay. We do not apply surge pricing.
Payment methods. Payment is via M-Pesa, card, or in-app wallet. Payment is collected at the end of a trip.
Fare disputes. If the final fare appears wrong, go to Activity > Trip > Trip issue in the app. Approved adjustments are refunded to your M-Pesa number.
Driver earnings. Drivers choose a flat weekly subscription (keep 95% of fares) or a low per-trip commission (keep 90% of fares). Pricing is shown in the Driver app and may change with reasonable notice.

5. Cancellations

Trips cancelled before the driver arrives within the grace period shown in the app are free.
Late cancellations (after the grace period or after the driver has arrived) may incur a cancellation fee. The fee and grace period are shown at the time of booking.
Drivers who cancel trips excessively may have their accounts suspended.

6. Ratings and reviews

After every completed trip, both the rider and driver may leave a star rating and written feedback. Ratings affect how Ryde presents both drivers and riders to each other. Persistent low ratings may result in account suspension following review.

7. Contact details shared between parties

During a normal trip, riders see the driver's first name, photo, vehicle plate, vehicle type, and rating. Drivers see the rider's first name and rating.

Phone numbers are not shared between riders and drivers during a standard trip.

Lost & Found is a limited exception, designed to share as little as possible. When a lost-item report is opened on a completed trip:

The rider can see and call the driver's phone number, so they can reach the person who has their item.
The driver is given the rider's first name only, not the rider's phone number. Drivers coordinate the return through the in-app lost-item chat.
Both parties can message each other in the in-app lost-item chat. The chat closes automatically once the item is marked returned.

This contact is time-limited to 7 days from the trip end. See the Privacy Policy and the Lost & Found help article for full detail.

8. Lost & Found

Ryde operates a Lost & Found system solely to help return items left in vehicles.

Either the rider or driver may open a lost-item report for a completed trip.
The contact and chat are shared on the limited basis described in clause 7, for up to 7 days.
If the parties cannot resolve the matter directly, Ryde support will mediate.
A voluntary return fee can be sent via M-Pesa from the rider to the driver through the app. Ryde does not mandate or take a share of return fees.
Ryde is not liable for lost, damaged, or unreturned items, but will make reasonable efforts to facilitate recovery.

Misuse. Lost & Found contact and chat may be used only to arrange the return of an item. Using it to harass, threaten, advertise, solicit, spam, or to collect or share personal details for any other purpose is prohibited and may result in suspension or permanent removal from Ryde, in addition to any legal remedies.

9. Safety features

Ryde will provide an in-app SOS button, live trip sharing, and emergency contact notifications (coming with the app at launch). These are tools to help you; Ryde is not a security company and cannot guarantee a response in any given timeframe. In an emergency, always contact Kenya emergency services on 999 or 112 first.

Emergency contact details you store in Ryde are used solely for safety alerts triggered by you. You are responsible for ensuring your emergency contacts are willing to receive such alerts.

10. Driver verification

Drivers complete a multi-step document and vehicle verification before going online. This includes identity, licensing, insurance, and vehicle condition checks. Ryde reviews documents and re-verifies periodically.

A driver who has a lapsed document, expired insurance, or failed inspection is automatically blocked from going online until the issue is resolved. Despite our verification process, Ryde cannot guarantee that every driver will comply with all applicable laws at all times.

11. Acceptable use

You may not use Ryde to:

Transport unlawful items, prohibited goods, or any person against their will.
Harass, threaten, intimidate, discriminate against, or abuse any rider, driver, or member of Ryde staff.
Provide false, inaccurate, or misleading identity, contact, payment, or vehicle information, or impersonate any person or entity.
Submit forged, altered, borrowed, or otherwise fraudulent documents during sign-up or verification (including national ID, driving licence, PSV badge, SACCO letter, insurance, inspection certificate, or certificate of good conduct).
Circumvent, disable, or tamper with any safety, identity, location, payment, or verification system.
Scrape, reverse-engineer, overload, or otherwise damage, disrupt, or compromise the security of the platform.

Violations may result in immediate suspension or permanent closure of your account, forfeiture of any affected balances or rewards, and referral to the relevant authorities. The next section sets out how we treat fraud and abuse specifically.

12. Fraud, fake data, and platform abuse

Ryde has zero tolerance for fraud, fake information, and exploitation of the platform. Trust is what keeps fares fair and rides safe, so the following are strictly prohibited for both riders and drivers, whether attempted or completed:

Fake or false data. Creating an account or completing verification with false, stolen, or borrowed identity, payment, vehicle, or contact details; using fake, edited, or AI-generated documents or photos; or misrepresenting your eligibility, age, or status (including falsely claiming student or business status to obtain pricing or benefits you are not entitled to).
Fake or duplicate accounts. Creating multiple, duplicate, or automated accounts; registering on behalf of another person without their authority; buying, selling, renting, or sharing accounts; or evading a prior suspension or ban.
Trip and fare fraud. Staging fake, cancelled, or "ghost" trips; GPS or location spoofing; manipulating routes, distances, or fares; collusion between a rider and a driver to generate payouts or rewards; fare evasion; or initiating chargebacks or M-Pesa reversals in bad faith after a legitimate trip.
Exploiting Ryde features. Abusing or gaming promotions, coupons, referrals, wallet credits, ratings, Lost & Found, SOS, or any other feature; self-referral or referral rings; submitting false safety, lost-item, refund, or dispute claims; or exploiting a bug, error, loophole, or pricing mistake for gain instead of reporting it to [email protected].
Payment abuse. Using stolen, unauthorised, or fraudulent payment instruments, or using the platform to launder money or move illicit funds.

Consequences

Where we reasonably determine that fraud, fake data, or abuse has occurred or been attempted, we may, at our sole discretion and without prior notice, take any one or more of the following actions:

Suspend your account while we investigate, including freezing any wallet balance, earnings, credits, or rewards.
Permanently terminate your account and block you, your payment details, and your devices from creating or using any future Ryde account.
Withhold, reverse, or cancel fraudulently obtained fares, payouts, promotions, referral rewards, or credits, and recover amounts already paid out to you.
Recover our losses and costs, including the value of the fraud and reasonable investigation and recovery costs, as a debt immediately due to Ryde.
Report the matter to the Kenya Police, the Directorate of Criminal Investigations, Safaricom/M-Pesa, the NTSA, relevant SACCOs and financial institutions, and any other competent authority, and cooperate fully with their investigation and any prosecution.
Pursue civil and criminal legal action to the fullest extent permitted by Kenyan law, including under the Computer Misuse and Cybercrimes Act, 2018 and the Penal Code.

Suspension or termination for fraud or abuse does not entitle you to any refund of subscription or other fees, and any forfeited balances or rewards are not recoverable. We may preserve and use relevant account, device, payment, location, and trip data as evidence, in line with our Privacy Policy.

13. Driver independence

Drivers are independent contractors, not employees or agents of Ryde. Ryde does not direct drivers on routes (beyond navigation assistance), working hours, or conduct outside of platform rules. Drivers are responsible for their own income tax, NSSF/NHIF contributions, PSV licensing fees, insurance renewals, and vehicle maintenance.

Completing Ryde onboarding does not guarantee any minimum level of trip allocation or earnings.

14. Intellectual property

The Ryde app, website, brand, and content are owned by or licensed to Ryde. You may not copy, modify, or distribute any part of the service without our written permission.

15. Liability

To the maximum extent permitted by Kenyan law, Ryde is not liable for:

Loss or damage resulting from actions of independent drivers.
Indirect, consequential, or incidental losses.
Lost or stolen items (though we will assist with recovery efforts under clause 8).
Service interruptions outside our reasonable control.

Nothing in these terms excludes or limits liability that cannot be excluded under the laws of Kenya, including the Consumer Protection Act, 2012.

16. Changes to these terms

We may update these terms as the service evolves (including when Lost & Found, SOS, business accounts, and other features launch). Material changes will be communicated in-app and by email at least 14 days before they take effect. Continued use of Ryde after the effective date means you accept the updated terms.

The current version of these terms is always available at ryde.ke/terms.

17. Governing law and disputes

These terms are governed by the laws of Kenya. Any dispute arising from these terms or your use of Ryde that cannot be resolved informally will be referred to the courts of Kenya.

For informal resolution, contact [email protected] and we will do our best to resolve the issue quickly.

18. Contact

General support: [email protected]
Legal enquiries: [email protected]
Privacy: [email protected]