Complaints, Disputes and Consumer Redress Policy

A complaint may concern booking accuracy, a driver or operator's conduct, cancellation fees, unfulfilled rides, missing tickets, safety, discriminatory treatment, payment and wallet entries, personal data or misleading advertising. You may contact RYDZ even if another service provider performed the transportation. Filing an honest complaint does not waive your right to approach an authority or court.

Use the Help section in the app, email support@rydzmw.com, or call or WhatsApp +265 222 247 247. RYDZ does not promise a fixed response time or that support is staffed at all hours; urgent safety matters are prioritized. For ride issues send the booking reference, date, pickup/drop-off and concise problem. For ticket issues send the confirmation, route, Operator and departure. For payment concerns send the date, amount and safe reference. Do not send OTPs, mobile-money PINs or unrequested high-risk identification images.

RYDZ should log receipt, categorize urgency, acknowledge the issue, preserve relevant evidence and route it to the responsible team. Serious safety and child-protection cases take precedence over routine questions; suspected privacy breaches are immediately referred to the privacy/security contact for statutory assessment. Routine issues are handled in a reasonable time without an invented universal SLA. We will tell the customer if the Operator or payment provider needs information, while remaining a clear contact for platform-related matters.

For a ride dispute, review relevant fare quote, accepted booking, timestamps, location evidence where lawful, cancellation reason, payment status and both parties' explanations. For tickets, verify issuance, seat inventory, Operator timetable, boarding scans, refunds and provider reports. For funds, reconcile authorization, capture, payout and reversal. We should provide a clear decision explaining the facts and policy applied; outcomes can include correction, rebooking, reimbursement, partial refund, fee reversal, warning or another lawful remedy.

Where a person is in immediate danger, contact competent local emergency services or police before or alongside RYDZ. A transport insurer, licensed Operator or Captain may be legally responsible for aspects of a collision or travel failure; RYDZ should cooperate rather than asserting that complaints belong entirely elsewhere. Where appropriate, we will share contact information for the actual carrier or insurer as permitted and assist with available transaction evidence.

If dissatisfied, reply to the case asking for supervisory review with your reasons and any new evidence. An independent reviewer within RYDZ should consider the file where practicable. You may seek appropriate assistance from a consumer-protection authority, transport regulator, financial/payment regulator or Malawi Data Protection Authority for personal-data matters, or file a claim in a competent court. We do not require binding arbitration or prohibit small consumer claims as a precondition to statutory rights.

Only appropriate personnel should access the case file. We will not publish a complaint or the customer's personal details without lawful justification. Avoid automatic adverse action based solely on one allegation; protect complainants from retaliation and allow respondents a reasonable opportunity to explain, except where immediate protective measures are necessary. Retention follows the approved data schedule and any applicable legal hold.

Where the law prescribes a specific notice or refund deadline, it overrides an ordinary internal target. The Ride Refund Policy and Ticket Refund Policy contain relevant scenarios; the Privacy Policy and Data Rights Policy govern data complaints. RYDZ will not demand a customer accept app credit instead of a legally required cash-equivalent refund.