Safety
Checks before, during and after the trip.
Here is what the RYDZ rider and captain apps do today: how captains are checked before they can drive, what you have on every trip, and how to reach us if something goes wrong.
Before the trip
Every captain is reviewed before they can drive.
Captains upload these documents in the RYDZ Captain app before they can go online.
What every captain uploads
Driving licence
The captain's current driving licence.Vehicle insurance
Insurance documents for the vehicle they drive.Certificate of fitness
The vehicle's certificate of fitness (COF).A photo of themselves
So riders can recognise their captain.Four vehicle photos
Pictures of the vehicle they will drive.
How the review works
Captain uploads documents
Everything on the list above, before they can go online.RYDZ reviews each document
Each one is marked pending, verified or rejected.RYDZ decides on the captain
RYDZ approves, rejects or suspends the captain's account.The server holds the line
New captains start pending approval. The server stops a pending, rejected, suspended or banned captain from making themselves active. Only RYDZ can.Problems come back to the captain
An expired or rejected document shows up in the captain's Account checks to be fixed.
During the trip
What you have on every ride.
Know who is coming
See your captain's name, rating and vehicle before pickup.Follow the trip live
Watch your captain's approach and the trip itself on a live map.A start code
You give your captain a start code before the trip begins. It confirms you're in the right car with the right captain.In-app chat
Message your captain, or your rider, from inside the trip.Ride preferences
Riders can ask for a wheelchair-accessible vehicle, no smoking or a pet-friendly ride, and captains can choose same-gender riders only. The server applies these when it matches you.A fare that stays put
Once an offer is accepted, the fare is set on the server. Neither phone can change it afterwards.Cancel with a reason
You see the cancellation terms before you cancel, and you can say why.
After the trip
Every trip leaves a record.
Ratings both ways
Riders rate their captain, the trip and the vehicle. Captains rate their riders.
Reliability counts
Captains who often cancel or ignore requests are offered fewer of them.
A receipt for every ride
Every completed ride gets a receipt you can open in the app.
Both sides
Riders and captains, side by side.
The same checks work from each side of the trip.
| Feature | Rider | Captain |
|---|---|---|
| Before pickup | Sees the captain's name, rating and vehicle. | Is approved by RYDZ before going online. |
| Start code | Gives the code to the captain. | Enters the code before starting the trip. |
| Chat | Messages the captain in the app. | Messages the rider in the app. |
| Preferences | Wheelchair access, no smoking, pets. | What the vehicle offers; same-gender riders only. |
| Ratings | Rates the captain, trip and vehicle. | Rates the rider. |
| Deleting the account | Riders delete their account in the RYDZ app: go to Settings and choose Delete account. The account is deactivated straight away and can be recovered by signing back in within 30 days. | Captains can't delete their account in the RYDZ Captain app yet. Email support@rydzmw.com with the subject “Account deletion request”. |
Your information
Private details stay private.
Captain profiles are not public
A captain's phone number, address, location and documents are not public. Riders see only what a ride needs.Captain documents are stored privately
The licence, insurance and vehicle papers captains upload are kept in private storage.Business payout accounts stay with the owner
A transport business's payout account number is visible only to the business owner.
Delete your account
Riders delete their account in the RYDZ app: go to Settings and choose Delete account. The account is deactivated straight away and can be recovered by signing back in within 30 days.
Captains can't delete their account in the RYDZ Captain app yet. Email support@rydzmw.com with the subject “Account deletion request”.
Questions
Common safety questions.
Report a problem.
If something went wrong on a trip, contact RYDZ support. You can also reach us from the Help screen in the app.