Incidents, Emergencies and Public Safety Reporting

If someone is in immediate physical danger, call the appropriate local police, ambulance, fire or emergency responder and seek a safer location when possible. RYDZ's application and support channels are not a substitute for emergency services. A network outage or closed application may make digital reporting unavailable; do not delay urgent assistance while waiting for an app response.

Examples include a crash, injury, threats, assault, sexual misconduct, suspected child exploitation, dangerous or impaired driving, an unsafe vehicle, missing or stranded passenger, unapproved driver substitution, serious bus breakdown, violence at a boarding point, significant baggage security threat or suspected fraud that places someone at risk. For simple fare or ticket disputes, use normal support unless there is an accompanying urgent risk.

Move out of traffic if it is safe, seek medical attention where needed, and comply with local reporting requirements. Do not move an injured person unless necessary to prevent immediate additional harm or directed by a qualified responder. Preserve relevant evidence and insurance/vehicle details lawfully; do not obstruct police work or post graphic images or another person's private information publicly.

When safe, contact support@rydzmw.com, call or WhatsApp +265 222 247 247, or use the Help section of the app. Give the booking reference, location, approximate time, people needing assistance and short description. Do not include full IDs or sensitive medical records in ordinary email unless a secure mechanism is offered. If the involved person is not the account holder, we may require suitable authority or consent to disclose their information.

Captains and Operators must follow their insurance, emergency-response, police and transport reporting duties. They must truthfully record serious events and coordinate appropriate passenger care, re-accommodation and information. RYDZ may restrict a vehicle, route or account during a credible immediate risk and cooperate with lawful investigations. All parties must avoid retaliating against a good-faith safety reporter.

RYDZ will review available booking records, accept relevant evidence and coordinate with the actual transport provider, payment partner, insurer or authority as justified. We may provide information about how to submit a refund or compensation claim, but no document promises automatic compensation or limits a person's legal claim for injury. See the Safety Standards and Complaints Policy.

Sensitive injury, child-safety and incident data will be restricted to those with a legitimate need and retained only as legally justified. If an incident also constitutes a personal-data breach, RYDZ separately assesses notifications under the Data Protection Act, 2024, including applicable 72-hour obligations. Publishing an incident summary publicly requires a lawful basis and reasonable privacy protection.