Ticket Booking and Passenger Terms

These terms govern RYDZ's bus and minibus ticket discovery, booking and digital ticket flows when offered for sale on the live platform. Ticketing has been tested during pilots; a route, Operator, QR flow, schedule or seat type is available only when expressly shown as bookable in the current service. RYDZ does not promise nationwide ticket sales or that every Operator is onboarded.

Unless expressly identified as the actual licensed carrier, RYDZ supplies booking, ticket distribution, payment facilitation, support and verification technology. The named transport Operator is responsible for operating the bus/minibus service and meeting applicable transport, safety, staffing and vehicle obligations. At checkout, RYDZ should identify the carrier's legal/trading name, trip/route, departure and boarding point, price, relevant terms and its support contact where available. RYDZ remains responsible for the obligations it undertakes and cannot disclaim statutory consumer liabilities.

Schedules and inventory can change before confirmation. Selecting a seat does not by itself reserve or purchase it; a valid booking is formed when the system verifies availability, receives the required payment or approved booking commitment and issues a booking confirmation. Seats are held for a limited time while you pay; if payment is not completed in that time, the hold lapses and the seats can be sold to someone else. For every booking, review the Operator, departure date and local time, boarding/alighting points, number/names of travelers where required, seat or class if offered, baggage restrictions, full itemized price and refund conditions before authorizing purchase. The checkout must permit correction or abandonment and provide a durable electronic receipt/reference.

A ticket may be a QR code, booking reference or another accepted Operator credential, as shown for that journey. Safeguard it like cash; do not share publicly. A single-use ticket is not reusable after valid scanning/boarding. Present required lawful identification if the Operator advised this requirement before purchase; material mismatches should be addressed through support. Travel may be denied for forged or already redeemed credentials, but a false positive or system failure must be reviewed and the passenger offered the lawful remedy. See Ticket Validation, Boarding and Baggage Conditions.

A stated departure time is the scheduled local time supplied by the Operator, not a guaranteed arrival time. Allow time for check-in or boarding as disclosed for that service; RYDZ does not set a universal time threshold. We will communicate known operator updates using available contact details. A material itinerary change, cancellation, lost capacity, double-sale or failed boarding caused by the Operator or RYDZ system entitles the customer to options required by law, which may include a suitable alternative or refund; RYDZ will not silently substitute a more expensive or inferior journey.

Seats or seat numbers are guaranteed only where specifically sold as assigned and confirmed. For unassigned seating, capacity limits still apply. A passenger traveling with a child, mobility aid or assistance need should disclose only necessary requirements at checkout or via support. Child and unaccompanied-minor policies may differ by Operator but may not unlawfully discriminate or defeat statutory safety requirements. See Children and Minors Policy and Accessibility and Non-Discrimination.

The final checkout must distinguish transport fare, RYDZ booking or service fee if any, optional items such as luggage and applicable tax, together with the payment total. Ticket prices may vary by route, operator, departure and availability. There is no single fixed RYDZ ticket service fee; the amount of any fee is shown at checkout before purchase. Tickets bought in the RYDZ app can currently be paid from the RYDZ Wallet or with Airtel Money or TNM Mpamba; cash is not accepted for tickets bought in the app, and cards are not currently accepted. Avoid paying an unverified driver, agent or payment number outside the checkout instruction. See the Payments and Wallet Policy.

The Ticket Cancellation and Refund Policy controls refunds and cancellations alongside lawful operator-specific fare rules presented before purchase and mandatory Malawi consumer rights. An ordinary passenger no-show after a confirmed departure differs from Operator cancellation or system failure. Transfer to another passenger, date changes and open tickets are permitted only if the issued fare/Operator terms expressly allow them; RYDZ will not silently rewrite passenger or identity information.

Observe the Operator's disclosed lawful baggage and safety requirements. Do not carry dangerous or illegal items; interfere with the driver; obstruct exits; threaten others; misuse emergency equipment; or tamper with validation systems. An Operator may refuse carriage when justified by safety and law, but any adverse action must be proportionate and non-discriminatory. Fees for excess baggage or special items must be disclosed before purchase wherever practicable.

Promptly report an incorrect date, destination, passenger name, duplicate charge, missing ticket, faulty QR or misallocated seat. RYDZ should verify issuance and payment before telling a customer to repurchase. Where a ticket is issued for a wrong route because of an RYDZ technical error, the customer should receive an appropriate remedy rather than an automatic forfeiture. Use support@rydzmw.com or call or WhatsApp +265 222 247 247, and provide the reference, route and date; do not publicly post a working ticket code.

Operators are responsible for safe provision of their transport; RYDZ is responsible for its own promises, representations, system errors and legally attributable acts. Neither party can lawfully exclude mandatory consumer remedies, negligence liability where not permitted or fraud. A passenger can complain to RYDZ for purchase, payment or ticket issues and to the Operator for journey delivery, without losing a right to seek relief from any legally responsible party. Malawi law applies, subject to applicable mandatory rules. See Complaints and Dispute Resolution.