1. Choose the relevant service
The rules depend on the product you bought. A ride connects you to a Captain for an on-demand or offered booking. A ticket is a reservation for a particular Operator's scheduled bus or minibus service where ticketing is available. The detailed legal rules are in the Ride Cancellation and Refund Policy and Ticket Cancellation and Refund Policy. If you received a pre-purchase offer with additional conditions, we will apply them only to the extent lawful and clearly disclosed.
2. Rides: common outcomes
| Situation | How RYDZ handles it |
|---|---|
| You cancel while the system is still searching and no Captain accepted | No cancellation fee |
| You cancel within 2 minutes of a Captain accepting, or the Captain has not arrived 15 minutes after accepting | No cancellation fee |
| You cancel at any other time after a Captain accepts, or the Captain marks a no-show after waiting 5 minutes at the pickup | A fee of MWK 1,000 under the current settings, shown in the app before you confirm a cancellation, taken from your RYDZ Wallet up to its balance and paid to the Captain |
| Your Captain cancels, is substantially late, lacks the verified vehicle or demands unapproved money | Fair review, fee waiver where justified, possible rematch or refund |
| The ride is not provided, wrongfully marked complete or paid twice | Payment correction and appropriate refund, subject to legal rights |
| The ride partly takes place and is disrupted by breakdown | Fair review of the actually provided service and available statutory remedies |
3. Tickets: common outcomes
| Situation | How RYDZ handles it |
|---|---|
| You change your mind before departure | Cancel in the app up to 2 hours before departure, with no RYDZ cancellation fee: a wallet payment goes back to your RYDZ Wallet, and a mobile-money payment is sent back to the number that paid. Any disclosed Operator fare terms and statutory withdrawal rights also apply |
| Operator cancels or cannot provide the booked seat | Appropriate alternative or refund as required by law |
| Significant schedule/boarding point change | Clear disclosure and consideration of refund or rebooking rights |
| Payment succeeded, but ticket was not issued | Verify the payment and inventory; deliver valid booking or refund |
| You miss a correctly operated departure | Disclosed, lawful no-show or fare rule, considering the circumstances |
4. Your legal rights come first
An advertised "no refunds" phrase cannot erase mandatory Malawi consumer rights. Under relevant parts of the Electronic Transactions and Cyber Security Act, qualifying electronic-service withdrawals and supplier failures carry particular refund duties and deadlines; the Consumer Protection Act provides further remedies. Exceptions are evaluated against the actual service and transaction facts, not presumed against every customer.
5. How to request a refund
Contact support@rydzmw.com, call or WhatsApp +265 222 247 247, or use the Help section of the app. Include ride or ticket reference, date, amount, issue and a safe transaction identifier. RYDZ will trace the payment, explain eligibility and calculation, and inform you how and when the legally required refund will be issued. You should not have to disclose a PIN/OTP or accept a voucher instead of a monetary statutory refund. If dissatisfied, use the Complaints Policy.