Terms of service
PRIME RIDE | TERMS OF USE
Prime Ride Terms of Use
Passenger platform terms and driver participation terms
South Africa • Updated version 1.1 • Prepared 16 October 2026
Updated using the company details supplied in the CIPC COR39 certificate. Certain operational, pricing, policy and legal-review items remain to be confirmed before publication. Effective date: 16 October 2026.
These terms govern use of Prime Ride’s app and website. Sections 1 to 19 apply to all users; sections 20 to 25
additionally apply to drivers. They explain bookings, fares, cancellation charges, conduct, payments and driver
subscriptions. They preserve rights that cannot lawfully be excluded.
1 Who you contract with
The platform operator is PRIME RIDE ENTERPRISES (PTY) LTD, trading as Prime Ride, registration number
2026/793949/07, at 846 Delfi Avenue, Garsfontein, Pretoria, Gauteng, 0042, South Africa. “Prime Ride”, “we”, “us” and “our” refer
to that entity. General support and notices: infor@primeride.co.za. Driver support: driver@primeride.co.za.
Website: www.primeride.co.za. Telephone: 2026/793949/07.
“Passenger” means a person travelling in a booked ride. “Booking customer” means the account holder
requesting or paying for it. “Driver” means an approved person providing the transport. “Quoted fare” means
the upfront fare shown and accepted for that booking. “Platform” means Prime Ride’s app, website and
associated booking and account services.
2 Our role and the ride agreement
Prime Ride provides the technology used to connect booking customers and independent drivers, manage
bookings and facilitate payments and support. The driver provides the vehicle and transportation. Unless
separately agreed and disclosed, Prime Ride does not itself drive or own the vehicle used for your ride.
A ride arrangement is confirmed when the driver accepts and the app communicates acceptance to the
booking customer. The customer undertakes to pay the accepted fare for transport supplied and any valid
cancellation fee. The driver undertakes to proceed to pickup and provide the ride, subject to lawful safety or
cancellation grounds. Transport begins when the passenger is collected and the trip is correctly started in the
app.
Drivers appoint Prime Ride to facilitate booking and collect authorised ride payments on their behalf under
section 22. Describing our platform role does not remove duties or liability that the law places on Prime Ride,
and it does not by itself determine a driver’s employment status.
3 Acceptance and related policies
Before registration or driver activation, we will make these terms available to read and save and ask you to
accept them through a clear confirmation step. We will retain the version and acceptance record. Do not
create an account or provide rides if you do not agree.
The Cancellation Policy, published Fare Schedule and any expressly accepted driver subscription schedule form
part of the relevant agreement. The Privacy Policy explains personal-information processing and is not blanket
consent to optional marketing or tracking. [INSERT LIVE LINKS AND VERSION DATES FOR EACH POLICY.]
A specific policy governs its subject where clearly disclosed before the transaction. A separately accepted
driver schedule governs driver subscription details. Mandatory law always takes priority. An internal developer
specification does not create additional passenger charges.
4 Eligibility accounts and security
Account holders must be at least 18 years old and legally able to contract. Provide accurate contact details,
keep your account current and use only an account authorised for you. Do not share credentials, impersonate
another person, transfer an account or let an unapproved driver use your driver account.
Keep your login and device secure and promptly report suspected unauthorised access. You are responsible for
your own authorised bookings and conduct. Liability for unauthorised activity will be assessed fairly from the
circumstances; it is not imposed automatically merely because an account was used.
We may request proportionate identity verification where necessary for security or legal compliance. Refusing
required verification may prevent use of the relevant service. You are responsible for a compatible device and
connectivity costs, and for keeping required software and permissions current.
5 Booking and pickup
Enter accurate pickup and destination information and review the quoted distance, fare, vehicle category and
payment method before confirming. A request does not guarantee that a driver will be available. Arrival
estimates may change because of traffic, road access or other conditions.
Be ready at a lawful and safely accessible pickup point. Before entering, confirm that the driver and vehicle
match the app. Do not enter an incorrect vehicle. Contact support if details differ; a credible safety concern
can justify fee-free cancellation under the Cancellation Policy.
If you book for another adult, obtain their permission, provide accurate details and make the applicable ride
rules available to them. You remain responsible for the payment you authorised; each passenger remains
responsible for their own conduct. Children must be accompanied by a responsible adult under this proposed
policy. The adult and driver must ensure applicable child-restraint and vehicle-safety requirements are met.
Scheduled rides, airport services, multiple stops and special requests are available only where offered in the
app. Feature-specific charges or cancellation rules must be shown before booking. Until scheduled-ride
cancellation rules are published, the on-demand fee must not be applied to scheduled bookings.
6 Fares and changes to the journey
The initial distance rate is R10.50 per passenger trip kilometre, in South African rand. For the initial build, the
app calculates the upfront fare from the stored planned route distance and rounds it to two decimal places.
The driver’s journey to pickup is excluded. A 50 km booking therefore has a fare of R525.00.
The accepted upfront quote governs the agreed journey. There is initially no additional base fare, booking fee,
minimum trip fare, surge multiplier, per-minute charge or waiting charge. Toll, airport, parking and payment-
processing charges are not automatically added. Any future such charge requires an approved schedule and
disclosure of the total or calculation basis before you incur it.
If you request a different destination or additional stop, the app must show a revised distance and fare for
acceptance before the changed journey proceeds. Drivers may not impose their own extra charges or silently
inflate distance. A necessary detour does not by itself authorise an undisclosed fare increase. Disputed or
interrupted journeys are reviewed under section 9.
Prices displayed to consumers include applicable taxes where legally required; no undisclosed tax is added at
checkout. [CONFIRM VAT STATUS AND TAX TREATMENT BEFORE PUBLICATION.] Published new rates apply to
future bookings, not retrospectively to an accepted quote.
7 Payments receipts and tips
Use only a payment method offered and selected through the approved booking flow. By confirming a
booking, you authorise collection of its disclosed fare and any eligible, disclosed cancellation fee. A temporary
payment authorisation is not the same as a completed charge and must be explained before it is placed.
An itemised receipt will show the fare, any valid adjustment or cancellation charge and payment status. Where
Prime Ride collects for a driver, payment successfully received through the authorised collection flow satisfies
the corresponding amount owed to that driver. Drivers must not demand a second payment or switch an in-
app booking to cash without an approved customer choice.
If payment fails, we will disclose the outstanding amount and provide a secure payment route. We may restrict
new paid bookings while a valid amount remains unpaid, with an explanation and a dispute option. We do not
automatically debit another saved method without an appropriate authorisation. Tips are voluntary and are
not a condition of service. Collected tips are paid to the driver without Prime Ride commission.
8 Cancellations and passenger no shows
For on-demand rides, cancellation is free before driver acceptance and during the first 3 minutes after
acceptance. A replacement driver’s acceptance starts a new 3-minute period. After that period, a fee is
payable only if the driver has genuinely progressed towards pickup and no waiver applies.
The proposed fee is 10% of the quoted trip fare, with a R30 minimum and R90 maximum, rounded to two
decimal places. It replaces the uncompleted ride fare; both must not be charged. The quoted fare basis is the
stored fare before promotional discounts and excludes separately itemised third-party charges. No extra
cancellation administration fee is added. The app must show the exact fee before confirmation.
A no-show fee may apply after the driver has waited at least 5 minutes at the verified correct and safely
accessible pickup point, attempted contact, and the free cancellation period has expired. The passenger must
receive an arrival notification and see the timer. No separate waiting charge is added to a cancelled ride.
No passenger fee applies when the driver cancels for their own reasons or asks the passenger to cancel
because they cannot provide the ride; the driver has not reasonably progressed; the current arrival estimate is
at least 5 minutes later than the original estimate; driver or vehicle details do not match; or a credible safety
concern or verified system error applies. Other genuine emergencies may be reviewed for waiver.
The full published Cancellation Policy provides the detailed rules and review process. Its R30 and R90 limits are
proposed settings and must be reconciled with the earlier fare specification before activation. [REMOVE THIS
DRAFTING SENTENCE AFTER APPROVAL.]
9 Refunds interrupted trips and billing reviews
Request a review through the relevant booking in the app, where available, or email infor@primeride.co.za
with the booking reference and reason. Report issues promptly, preferably within 7 days; this does not remove
statutory rights or bar a later valid claim.
We review relevant booking, payment, location and communication records and evidence from both parties.
Duplicate payments, incorrect fees and charges for services not supplied are corrected. If a trip ends early, do
not automatically charge the full planned fare and a cancellation fee. Review the distance actually supplied,
the reason for ending and any applicable refund rights. Any amount for a partly completed trip must be fair,
explained and consistent with the accepted distance rate and applicable law.
Approved refunds return to the original payment method where supported. Processing time depends on the
payment provider. We will explain the refund status and expected timing. App credit is not substituted without
your agreement. We do not impose a blanket rule that every completed ride payment is non-refundable.
10 Safety conduct and accessibility
All users must act lawfully and respectfully. Do not engage in violence, threats, harassment, sexual misconduct,
discriminatory treatment, fraud, theft or deliberate property damage. Do not carry unlawful or dangerous
items or pressure a driver to speed, overload, make an illegal stop or disregard traffic rules. Wear required
seatbelts and follow reasonable safety instructions.
Drivers must not drive impaired, use an unapproved substitute driver or vehicle, bring unauthorised
companions, manipulate fares, false-mark arrival, demand off-platform payment or manufacture cancellation
fees. They must not contact passengers after a ride for personal reasons or independent marketing.
Request transport appropriate to the number of passengers, luggage and any accessibility needs. Drivers must
accommodate passengers fairly and comply with applicable equality and accessibility duties, including
obligations concerning assistance animals. Ordinary pets or specialist vehicle requirements should be discussed
before acceptance and handled under disclosed feature rules, not an invented surcharge.
A driver may refuse or safely end a ride for a genuine immediate safety risk, unlawful request, excess capacity
or other lawful reason. The driver must explain the reason where safe, record it accurately and avoid
abandoning passengers in an unsafe place. Safety-related charges are assessed from the facts; reporting a
concern alone is not grounds for a penalty.
In an emergency, contact local emergency services first. Prime Ride’s app and support are not a substitute for
emergency responders. Do not rely on an SOS, live-monitoring or response feature unless it is actually
provided and its scope has been explained.
11 Damage cleaning and lost property
A user who causes damage or exceptional soiling may be responsible for reasonable, evidenced loss
attributable to that conduct, subject to law. Ordinary wear and tear does not justify a charge. A driver must
report promptly and provide relevant photos, invoices or quotations. Prime Ride will notify the customer of
the claim, its basis and the proposed amount and allow a response.
No fixed cleaning amount or damage charge is created by these terms. A disputed claim must not simply be
debited as an arbitrary fee. Any payment collection requires a lawful basis and appropriate authorisation. A
driver or insurer may pursue a valid claim through lawful channels.
Check the vehicle before leaving. Report lost property through support; drivers should safeguard found items
and cooperate with arranging return. Any reasonable agreed delivery cost must be disclosed in advance.
Return is not guaranteed, but these terms do not excuse loss caused by a party’s legally actionable conduct.
No automatic disposal deadline is imposed without a lawful lost-property procedure.
12 Promotions ratings and submitted content
Promotions apply only under conditions clearly disclosed with the offer, including eligibility, expiry and any
usage limit. Do not sell codes, create fraudulent accounts or manipulate incentives. We may correct a
promotion obtained through proven error or misuse, with an explanation and review option. Changes must
not unfairly remove an already earned contractual entitlement.
Provide honest ratings and feedback. You retain ownership of content you submit and grant Prime Ride a
limited licence to store, display and use it as needed for service delivery, support, safety and lawful
administration. This does not authorise unrelated public advertising use of private complaints, identity
documents or photographs. Any separate promotional use requires appropriate permission.
13 Privacy communications and personal information
Our Privacy Policy explains data categories, purposes, lawful grounds, recipients, location permissions,
retention, overseas processing and rights under POPIA. Necessary booking and account messages are separate
from optional marketing. Marketing and optional permissions must use the choices described in that policy.
Drivers must use passenger information solely for authorised ride, safety and support purposes, keep it secure
and report suspected misuse. Privacy requests may be sent to infor@primeride.co.za for the Information
Officer. [INSERT PUBLISHED PRIVACY POLICY LINK AND INFORMATION OFFICER DETAILS.]
14 Platform licence and prohibited technical use
We give you a limited, non-exclusive and non-transferable right to use the platform for authorised bookings or
approved driver participation. Prime Ride and its licensors retain rights in the software, branding and
materials. You may not resell access, misuse trademarks, copy protected materials, scrape personal
information, interfere with systems or access another user’s account. Reverse engineering is prohibited except
where law permits it.
Third-party maps, payment services and app stores may have their own applicable terms. Their involvement
does not waive Prime Ride’s own obligations. You must not submit malicious software or exploit an error to
obtain unauthorised fares, payments or personal data.
15 Availability and interruptions
Driver availability, coverage and arrival times are not guaranteed. Maintenance, connectivity failures, traffic,
weather and events outside reasonable control may affect the platform or rides. We will take reasonable steps
to address failures affecting our service and provide material notices where practical. Subscription treatment
during material outages is addressed in section 24.
An interruption does not automatically entitle us to retain payment for service not supplied or deny a remedy
required by law. Neither passengers nor drivers are promised a particular number of rides, income level or
saving compared with another platform.
16 Suspension closure and termination
We may proportionately restrict an account for a credible safety or fraud concern, material or repeated
breach, legal requirement or unresolved valid payment. Immediate temporary restriction may be necessary to
protect people or information. Where lawful, we will give the reason, scope and a way to request review;
otherwise we will explain as soon as permitted.
Routine issues should normally receive notice and a reasonable opportunity to correct them. Permanent
termination must be based on a justified reason and communicated in writing where possible. Users may
request review at infor@primeride.co.za; driver requests may also go to driver@primeride.co.za. We will
consider relevant evidence and correct an erroneous decision.
Passengers may close an account by contacting support or using an offered in-app deletion function. Drivers
must also end recurring subscriptions under section 24. Closure does not erase a valid outstanding payment or
prevent settlement of earned sums. Privacy deletion follows the retention rules rather than occurring
automatically on app removal.
17 Responsibility and liability
Important: this section allocates responsibility and may affect remedies. Read it before accepting. It must be
prominently drawn to users’ attention in the app.
Each party is responsible for loss attributable to its own legally actionable conduct. Drivers are responsible for
their transport, vehicle, permits, insurance and driving conduct. Prime Ride is responsible for obligations
relating to its own platform and administration. We do not guarantee every driver’s conduct or an
uninterrupted connection, but our role does not release us from a legal duty we owe.
To the extent lawful, a party is not liable for remote or unforeseeable consequential loss resulting from an
event outside its reasonable control. This clause does not exclude a refund owed for service not supplied or
any consumer remedy, nor does it excuse a failure to take reasonable mitigating steps.
Nothing excludes or limits liability for fraud, wilful misconduct, gross negligence, death or personal injury
where liability cannot lawfully be excluded, or any other non-excludable obligation. No arbitrary aggregate
monetary cap is imposed by this draft. Any proposed cap or indemnity needs separate legal assessment and
prominent lawful disclosure.
Where your unlawful conduct causes an established third-party claim against Prime Ride, we may seek a lawful
contribution limited to the loss attributable to that conduct. You do not indemnify Prime Ride for its own fault
or for every claim simply connected with use of the app. Responsibility and amounts remain subject to
evidence, fair process and applicable law.
18 Complaints governing law and disputes
These terms are governed by South African law. Send complaints to infor@primeride.co.za with the relevant
booking or account reference and supporting information. We will acknowledge and investigate complaints
and communicate the outcome within a reasonable time, subject to any legal deadline. [CONFIRM SUPPORT
HOURS AND RESPONSE TARGETS.]
The parties may agree to mediation after a dispute arises. These terms do not require expensive foreign
arbitration, prevent urgent court relief, shorten statutory claim periods or remove access to competent South
African courts, regulators or applicable dispute-resolution bodies. Relevant statutory rights under the
Consumer Protection Act, electronic-transactions legislation and POPIA remain available where applicable.
19 Notices changes and interpretation
We may send service notices through the app or to your current account email; legal notices may also be sent
to our physical address. Material changes to terms or fees will be communicated with reasonable advance
notice and a stated effective date. New passenger rates apply to future quotes. Subscription price changes will
receive at least 30 days’ notice and an opportunity to cancel before the new price applies.
Urgent changes needed for law or immediate safety may take effect sooner, with an explanation as soon as
practical. Where explicit acceptance is required, we will obtain it. Continued use does not authorise
undisclosed charges or substitute for consent required by privacy law.
If a provision is unlawful, it is ineffective only to the extent necessary and the remainder applies where
workable. A failure to enforce a term once does not waive it permanently. You may not transfer your account;
any business transfer by Prime Ride must preserve applicable rights and be communicated where required.
Payment settlement, valid claims and privacy obligations may continue after termination.
20 Driver approval and ongoing requirements
These additional terms apply only to approved drivers and driver applicants. Approval requires verified
identity, legal eligibility to provide passenger transport, an approved vehicle and all required current
documents. Only qualifying BMW, Audi and Mercedes-Benz vehicles are included in the initial model; make
alone does not guarantee approval. [INSERT APPROVED MODELS, VEHICLE AGE LIMITS AND INSPECTION
STANDARDS.]
Drivers must hold and maintain the driving licence, professional driving permit and transport authorisations
required for their actual operation. They must provide valid vehicle registration, roadworthiness information
and commercial passenger-transport insurance as required by law and the published approval standards.
[INSERT ACTUAL INSURANCE COVER REQUIREMENTS.] Prime Ride approval does not replace legal
authorisation.
Tell Prime Ride immediately about expiry, suspension, cancellation or material changes to any approval
document, vehicle or insurance cover, or an incident affecting eligibility. Do not provide rides while required
cover or authorisation is absent. Prime Ride may reverify records and suspend dispatch until eligibility is
restored.
21 Driver participation and service responsibilities
Drivers decide when to make themselves available and may decline requests before acceptance. Acceptance
means a commitment to proceed without unreasonable delay, honour the accepted fare, use the approved
vehicle and provide lawful and respectful service. No minimum dispatch volume is guaranteed.
Drivers supply their vehicle and meet fuel, maintenance, insurance, connectivity and applicable tax costs. They
must report incidents, cooperate with lawful investigations and protect passenger data. Drivers may work with
other platforms subject to lawful contractual obligations; Prime Ride imposes no exclusivity in this draft. Legal
classification depends on applicable law and actual working arrangements, not the independent-driver
description alone.
22 Driver receipts and payment collection
Prime Ride charges 0% commission on completed trip fares. The driver receives 100% of the collected valid
fare before their separately payable subscription, operating costs and own tax obligations. Valid collected
cancellation fees and voluntary tips are also paid without Prime Ride commission. This describes gross receipts,
not take-home profit or guaranteed earnings.
Drivers authorise Prime Ride and its approved payment provider to collect accepted fares and eligible fees on
their behalf and pay them to the verified payout account. Payouts must show trips, collections, refunds,
reversals and any separately authorised adjustment. [INSERT PAYMENT PROVIDER, PAYOUT FREQUENCY AND
SETTLEMENT PERIOD.]
We may reverse an incorrect charge or refund a customer in accordance with the published policy and law,
with a reason shown to the driver. Uncollected fees are not guaranteed earnings. A suspected fraudulent
transaction may be held for proportionate investigation, with notice and review where lawful. Undisputed
earned sums should not be withheld merely because an unrelated issue exists.
No hidden processing deduction, platform commission or arbitrary penalty may reduce payout. Any future
third-party cost allocation or subscription set-off requires advance disclosure and express agreement. Drivers
remain responsible for lawful tax reporting and must provide necessary invoice or tax information. [CONFIRM
RECEIPT AND INVOICE ISSUER AND VAT TREATMENT.]
23 Driver subscription and branding discount
The proposed subscription is R5,000 per month, reduced to R4,000 per month for an approved vehicle carrying
qualifying Prime Ride branding. The R1,000 discount applies only while the documented branding conditions
are met. It is not a per-trip deduction. [CONFIRM FINAL TAX-INCLUSIVE AMOUNTS, WHETHER PER DRIVER OR
PER VEHICLE, AND BRANDING CONDITIONS.]
Before payment, the driver must see and accept a subscription schedule specifying the billing date, start date,
renewal method, cancellation route, refunds, treatment of suspension and any branding costs. Subscription
billing begins only after approval and activation, unless a separately agreed lawful arrangement expressly
provides otherwise. There is no undisclosed activation deposit or fixed-term lock-in.
Any vehicle-branding arrangement must separately specify supply and installation costs, ownership,
maintenance, proof of qualification and removal responsibilities. Do not remove a discount retrospectively
without evidence and an explanation. If qualification changes, disclose the revised subscription for the next
billing period and allow cancellation before renewal.
24 Subscription renewal cancellation and service failures
The proposed subscription runs month to month and is paid in advance. Recurring collection is permitted only
under an express payment mandate. The renewal date and amount must be displayed before enrolment.
Drivers may stop renewal at any time before the next billing date through the offered app control or by
emailing driver@primeride.co.za. Prime Ride must acknowledge the request and cease subsequent renewal
collection.
For ordinary voluntary cancellation, access continues until the end of the paid month unless earlier closure is
requested. Subject to statutory rights, no pro-rata refund is promised merely because the driver chooses not
to use an available service. An incorrect renewal debit must be refunded. Any applicable cooling-off or
cancellation right is preserved; no universal waiver is assumed.
If Prime Ride terminates access for business reasons unrelated to driver breach, the unused paid period is
refunded proportionately. Material loss of usable platform access attributable to Prime Ride must receive a fair
assessment for refund or credit; the subscription is not automatically non-refundable. Suspension for alleged
breach must be reviewed fairly, including whether it was justified and whether a remedy is due.
If payment fails, notify the driver of the amount and a reasonable correction opportunity before routine
dispatch restriction. No further renewal charge may be collected after effective cancellation. No automatic
late-payment interest or penalty is created by this draft. [CONFIRM GRACE PERIOD AND HANDLING OF MID-
MONTH ACTIVATION, PAUSES AND BRANDING CHANGES.]
25 Driver acknowledgements and separate agreements
Driver activation requires separate recorded acceptance of these driver terms, the final subscription schedule,
payment collection mandate and any branding agreement. A subscription is payment for authorised platform
access, not a purchase of guaranteed customers or exclusivity.
Passenger-facing rights and fares must not be overridden by an undisclosed driver-side agreement. Fleet
participation, substitute drivers and multiple vehicles require separate written arrangements and approval;
they are not authorised merely by paying a subscription.