FAQ
Questions and answers.
How RYDZ works for riders, captains and businesses, how payments work, and how to look after your account.
Riders
Requesting a ride, choosing a captain and what happens on the trip.
Choose where you're going by searching or picking a spot on the map, then confirm your pickup the same way. Choose Economy, Premium or Luxury, choose cash or RYDZ Wallet, and send your request. Captains near you are asked, nearest first; they send you offers and you accept the one you want.
The app tells you before you go any further.
Yes. You can accept or decline each offer a captain sends. You can only have one active ride at a time.
Yes. Set your ride preferences (air conditioning, pets, smoking, wheelchair-accessible vehicle) and we only match you with captains whose vehicle and settings fit.
Yes. You see your captain's name, rating and vehicle, follow them on a live map as they come to you, and chat with them in the app during the ride.
Before the trip starts, you give your captain a code shown in your app. It helps confirm you're getting into the right car.
Yes, and you choose a reason. The app shows the cancellation terms before you confirm. Cancelling is free until a captain accepts and for a short time after; a fee may apply after that.
Yes. After the trip you can rate your captain with stars and add an optional note.
Your ride history and the details of each ride are in the app, along with an activity timeline you can filter.
Captains
Joining as a captain, getting approved and taking ride requests.
Download RYDZ Captain from Google Play. You sign up, upload your documents and add your vehicle in the app.
A driving licence, vehicle insurance, a certificate of fitness (COF), a photo of yourself and four photos of your vehicle (front, back, both sides), plus your vehicle's details. Documents can be uploaded as a PDF, a photo or a document file.
With email and password, with Google, or with a one-time code sent to your email.
When you submit your profile, your account is pending approval and each document is pending review. The RYDZ team checks your documents and approves your account. The Account checks screen shows whether you're under review, have something to fix, or are all clear, with a Fix now action for each issue.
Go online and choose the vehicle you're driving. You'll see requests near you, within the radius you set. For each one you can accept at the rider's price, send your own offer or decline.
Yes. Set your request radius and the shortest and longest trips you'll take, say what your vehicle offers, and choose which payments you accept. We only match you with riders whose request fits.
Navigate to the pickup in the app, mark yourself as arrived, enter the rider's start code, then start and complete the trip. The steps only go forward in that order. Afterwards you can rate the rider.
Yes. Your acceptance and cancellation rates affect how often you're offered requests.
Business
RYDZ Business for bus and coach operators.
Tools for bus and coach operators: routes and stations, schedules, seat maps, fleet and drivers, bookings, ticket validation, staff roles and reports.
Contact us. RYDZ sets up your business, grants the services you sell and verifies you before you go live.
Yes. There are eight roles, from owner to auditor, and every action is checked against the person's role.
Yes. Every change is recorded in an audit log with who made it, what it was and the outcome.
Payments
Paying for rides, fares, receipts and captain commission.
Cash to the captain, or your RYDZ Wallet. If you choose the wallet, the app checks your balance against the fare before you book.
Not for rides: rides are paid with cash or your RYDZ Wallet. Bus tickets can be paid by Visa or Mastercard card on ticket.rydzmw.com, through PayChangu.
Prices and payments are in Malawian kwacha (MWK).
No. Once a fare is agreed, it's fixed on our servers. Neither your phone nor the captain's can change it afterwards.
When the ride completes, our servers settle it from your wallet. Your wallet shows your balance and a transaction history you can filter.
Every completed ride has a receipt in the app that you can download or share as a PDF.
Once, when the trip completes. On a cash trip it comes off the captain's wallet balance; on a wallet trip the captain receives the fare minus commission.
Account & privacy
Signing in, your data and deleting your account.
Download the RYDZ app and continue with your email and a password, with Google, or with Apple on Apple devices.
Not at the moment. Sign-in is by email, Google or Apple.
Yes. You can save people you trust, with their relationship to you, on your profile in the app. They're stored there for you; the app doesn't send them messages.
Captain profiles aren't public, and captain documents are stored privately. Riders see only what a ride needs: the captain's name, rating and vehicle.
Riders delete their account in the RYDZ app: go to Settings and choose Delete account. The account is deactivated straight away and can be recovered by signing back in within 30 days. Captains can't delete their account in the RYDZ Captain app yet. Email support@rydzmw.com with the subject “Account deletion request”.
Open Help in the app to reach us by phone, WhatsApp or email (support@rydzmw.com, +265 222 247 247). All channels are also listed on our contact page.
Both are published on this site.
Still need help?
Talk to the RYDZ team.
Every way to reach us is on the contact page. Account deletion and our legal terms have pages of their own.