Refund policy
PRIME RIDE | CANCELLATION POLICY
Prime Ride Cancellation Policy
Passenger cancellation and driver compensation policy
South Africa • Updated version 1.1 • Prepared 16 October 2026
This policy explains when passengers may cancel without charge, when a cancellation fee may apply and how drivers are compensated. It applies to on-demand rides cancelled before the journey starts. These proposed terms should take effect only once approved and published by Prime Ride. Scheduled rides are excluded unless a separate policy is published.
1 Free cancellation
You may cancel without charge before a driver accepts your request, or within 3 minutes after a driver accepts. The free period starts at driver acceptance, not when you first request a ride. If a replacement driver accepts after a driver cancellation, a new 3-minute free period begins.
2 Cancellation after the free period
After the free period, a fee may apply only if your driver has genuinely begun travelling towards your pickup point, is making reasonable progress and none of the exceptions in section 5 applies. The app should display the exact fee before you confirm cancellation.
The proposed fee is 10% of the quoted trip fare, subject to a minimum of R30 and a maximum of R90. The quoted fare means the trip amount shown when you confirm the booking, before promotional discounts and excluding separately itemised tolls or other third-party charges. No additional Prime Ride booking or cancellation administration fee applies under this policy.
3 Fee examples
|
Quoted trip fare |
10% calculation |
Proposed cancellation fee |
|
R150 |
R15 |
R30 minimum |
|
R525 |
R52.50 |
R52.50 |
|
R1,200 |
R120 |
R90 maximum |
Example: A 50 km trip at R10.50 per kilometre has a distance fare of R525. If there are no other fare components, an eligible cancellation costs R52.50.
4 Passenger no-shows
A driver may cancel for a passenger no-show after waiting at least 5 minutes at the correct, safely accessible pickup point and attempting to contact the passenger through the app or by phone. The app should notify you of arrival and show the waiting timer. The fee in section 2 may apply, provided the free cancellation period has also expired. No separate waiting charge is added to a cancelled ride under this policy.
5 When no cancellation fee applies
The driver cancels for their own reasons, such as a breakdown, change of plans or inability to complete the pickup.
The driver has not reasonably progressed towards pickup, or the current estimated arrival is at least 5 minutes later than the original estimate shown at acceptance.
The driver asks you to cancel because they cannot or do not wish to provide the ride.
The driver or vehicle does not match the app details, or there is a credible safety concern.
The driver marks arrival at the wrong location or cannot demonstrate a valid pickup arrival and waiting period.
A verified app, payment or GPS error caused an incorrect charge.
Prime Ride may waive a fee for a genuine emergency or other exceptional circumstances after review. A fee must not be imposed solely because a passenger reports a safety issue; disputed safety cases require review.
6 Driver compensation and conduct
Drivers receive 100% of a valid cancellation fee actually collected, with no Prime Ride commission or platform deduction. It is credited through the normal driver payout process. Uncollected fees are not guaranteed earnings. A fee reversed after review is removed from the driver’s cancellation earnings, with the reason communicated to the driver.
Drivers must use accurate arrival and cancellation reasons. They must not request passenger cancellation to obtain a fee, falsely mark arrival, deliberately delay pickup or claim a no-show without waiting and attempting contact. Repeated misuse may lead to account review and proportionate restrictions.
7 Payments, refunds and disputes
An eligible fee is charged to your selected in-app payment method and shown on an itemised receipt. If collection fails, the app should show the outstanding amount and provide a secure payment option. Drivers must not demand cash payment for a cancelled ride. Any restriction on further bookings must be explained and allow you to dispute the charge.
To request review, select the cancelled ride in the app and choose Help, where that function is available, or email infor@primeride.co.za with the booking reference, date and reason for your dispute. Please report issues promptly, preferably within 7 days; this does not remove statutory rights or prevent later review of a valid complaint.
Prime Ride reviews available timestamps, pickup locations, route progress, contact attempts and relevant passenger and driver evidence. Incorrect fees will be reversed. Collected payments will be refunded to the original payment method where supported; bank processing times vary. A refund must not be replaced with app credit without your agreement.
8 Scope and policy changes
Scheduled rides require a separate cancellation policy clearly shown before booking. Until that policy is published, the on-demand cancellation fee must not be applied to scheduled bookings. Once a journey has started, payment for travel already provided is governed by the fare terms, rather than this pre-trip policy.
Material changes will be communicated before they take effect. The policy version disclosed at booking governs that booking. This policy does not limit rights available under applicable South African law.
Contact details
PRIME RIDE ENTERPRISES (PTY) LTD
Registration number: 2026/793949/07
Registered address: 846 Delfi Avenue, Garsfontein, Pretoria, Gauteng, 0042, South Africa
General enquiries and disputes: infor@primeride.co.za
Driver support: driver@primeride.co.za
Website: www.primeride.co.za
Internal note: The following implementation requirements are not part of the passenger-facing policy and must be handled separately by the developer.