Safety and Community Standards

Every person using RYDZ should be able to participate without threats, assault, abuse, discrimination or preventable risk. This policy covers the ride app, Captain app, ticketing, terminals, vehicles and related messaging. It applies regardless of a user's account rating or partner status.

No physical violence, sexual misconduct, stalking, threats, trafficking, coercion, unwanted sexual advances, bullying, hate speech or discriminatory denial of service. Do not ask for sexual favors, personal information, images, money or off-platform meetings in exchange for transport or refunds. We assess serious allegations by evidence and may restrict access immediately where credible risk exists, while preserving a fair investigation and appeal path.

Captains and Operators must obey all relevant Malawi road-traffic rules, maintain required licences and insurance, use roadworthy vehicles and respect capacity limits and passenger restraints. No driving while intoxicated, dangerous speeding, fatigue-based impairment, phone distraction, unsafe overtaking or use of unauthorized substitute vehicles. Disclosed vehicle details must match the vehicle carrying the passenger unless a lawful replacement is confirmed.

Choose safe legal meeting points and do not obstruct traffic. Verify a ride or ticket through the proper channel without publicly exposing credentials. Respect accessibility aids and reasonable lawful accommodation; do not discriminate because of disability, sex, origin, religion or another protected characteristic. Passengers must not interfere with safety controls, endanger staff or other travelers, bring prohibited hazardous items or demand unsafe stops.

Minors may travel only with lawful booking authority, caregiver arrangements and operator permissions appropriate to their age and journey. In any concerning situation, seek immediate local assistance rather than improvising child handovers. Reports indicating exploitation or imminent harm may be escalated to competent authorities as permitted or required by law. See Children and Minors Policy.

If danger is immediate, contact local emergency responders or police first and move to a safe place when possible. RYDZ's app reports, live tracking and support are supplementary tools and may fail with network or battery loss. For collisions, seek medical aid, avoid further road hazards and follow the relevant authorities' instructions. The RYDZ apps do not have an emergency button that contacts emergency services or RYDZ. Riders can save emergency contacts in the rider app; contacting them or the authorities remains your choice.

Report a safety incident to support@rydzmw.com, by phone or WhatsApp on +265 222 247 247, or through the Help section of the app, giving a booking reference, the place/time, concise description and any evidence you can legally share. Preserve receipts and relevant records. Do not post someone's ID or private location publicly. We limit sensitive case access to personnel who need it; we may report serious unlawful activity where legally required or justified.

We may contact relevant parties, review lawfully held trip data, check vehicle or licence information and cooperate with an insurer or competent authority. Actions range from guidance and warnings to trip restriction, temporary suspension, account termination or lawful referral. Decisions should be proportionate, documented and reviewable; where immediate measures are required we may act first and then provide a fair response process.

No retaliating against a passenger or Captain for an honest complaint. One rating alone does not prove misconduct. No publishing another person's image, route, private contact, identity documents, account details or safety report without valid lawful grounds. We do not promise that every personal-safety situation is prevented by identity verification or GPS tracking.

Transport Operators remain responsible for staff training, safe boarding, vehicle fitness, incident handling and insurance associated with carriage. RYDZ coordinates platform support, ticket records and appropriate communications, without pretending to be the ambulance, police or insurer. For remedies see the relevant ride/ticket refund policies and Complaints and Dispute Resolution.