These Terms and Conditions ("Terms") govern your access to and use of the Ezami Rides mobile application, website, and related services (collectively, the "Platform"), operated by Ezami Technologies ("Ezami", "we", "us", or "our"). By downloading, accessing, or using the Platform, you agree to be bound by these Terms. If you do not agree, you must not use the Platform.

1. Definitions

Ezami Rides is a technology platform operated by Ezami Technologies that connects Riders with independent Drivers.

  1. "Ezami" refers to Ezami Technologies (Pty) Ltd, a South African registered company.
  2. "Platform" means the Ezami Rides mobile application, website, APIs, and related digital services.
  3. "User" refers to any individual who accesses or uses the Platform, including Riders and Drivers.
  4. "Riders" refers to a User who requests transportation or delivery services through the Platform.
  5. "Driver" refers to an independent contractor who provides transportation or delivery services via the Platform.
  6. "Ride" refers to transportation services requested by a Rider and provided by a Driver.
  7. "Account" refers to the registered profile created by a User on the Platform.
  8. "Applicable Law" includes all South African national, provincial, and municipal laws, regulations, and by-laws.

2. Eligibility and Account Registration

You may create and use an Ezami Rides account only if you are 18 years or older, legally capable of entering into a binding agreement, and your use of the Platform complies with all applicable South African laws and municipal transport by-laws.

By registering an account, you confirm that all information you provide is true, accurate, current and complete, and that you will keep it updated.

2.1 Required Contact Details (Email and Mobile Number)

To activate and use an Ezami Rides account, you must provide and verify:

  1. a valid mobile phone number; and
  2. a valid email address.
These details are used to:
  1. authenticate your account and secure access;
  2. send trip confirmations, receipts, cancellations and safety alerts;
  3. communicate important service, fraud-prevention and legal notices.

If either your email address or mobile number cannot be verified or becomes inactive, Ezami may suspend your account until the information is corrected.

2.2 Additional Profile Information

You may optionally provide your first name and surname. Where provided, this information assists with trip clarity and customer support. You must not provide false or misleading profile information.

2.3 Mandatory Permissions (Functional Requirements)

To operate safely and correctly, the App requires the following permissions:

  1. Precise Location (GPS): used to match Riders and Drivers, calculate routes and fares, support navigation and safety features. Location data is collected for functionality purposes and primarily while the App is in active use.

    Notifications: used for driver arrival alerts, trip updates, cancellations, receipts, safety notices and essential service communications.

  2. If you disable these permissions, parts of the Platform may not function and services may not be available. Ezami only requests permissions that are reasonably necessary to provide the service, consistent with the Consumer Protection Act and POPIA.

2.4 Verification and Security

Ezami may implement reasonable verification measures (including one-time passwords, email verification and fraud checks) to protect accounts, users and the Platform. Accounts may be suspended where fraud, abuse or suspicious activity is detected, subject to your rights under applicable law.

2.5 Responsibility for Your Account

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify Ezami immediately if you suspect unauthorised access or misuse.

2.6 POPIA Notice (Summary)

Personal information collected during registration — including your email address, mobile number and device/location permissions — is processed only for lawful, service-related purposes, in accordance with POPIA and Ezami’s Privacy Policy. You have the right to access, correct, object to, or complain about the processing of your personal information through the channels described in the Privacy Policy.

3. Nature of the Service

Ezami Rides is a digital platform that enables users to request and arrange transport services with independent drivers. The Platform facilitates the matching of passengers and drivers, route planning, pricing calculations and in-app communications, but Ezami does not provide transportation services itself.

All rides are performed by independent, third-party drivers who operate their own vehicles and are responsible for complying with licensing, safety and transport regulations. Ezami acts as a technology service provider and intermediary.

3.1 Nature of the Transaction

The ride process generally follows the sequence below:

  1. The passenger selects a pickup point, destination and preferred ride options in the App.
  2. The Platform estimates the route, displays an estimated fare and requests confirmation.
  3. Once confirmed, the request is sent to available drivers nearby.
  4. A driver may accept or decline the request at their discretion.
  5. Upon acceptance, the driver travels to the pickup point and the ride begins when the passenger boards.
  6. The driver follows the selected or adjusted route to complete the trip.
  7. At completion, the final fare is calculated and charged through the selected payment method.
  8. A receipt is issued, and both parties may rate the trip and provide feedback.

Route estimates and fares displayed prior to confirmation are indicative and may vary due to traffic, detours, waiting time, safety-related route changes or other operational factors.

3.2 Platform Role and Limitations

Ezami provides technology to facilitate bookings, navigation, communications, payment processing and support. Ezami does not control:

  • how drivers operate their vehicles;
  • the condition, maintenance or insurance status of vehicles;
  • drivers’ punctuality, behaviour or driving decisions; or
  • unexpected incidents that may occur during a trip.

To the extent permitted by the Consumer Protection Act, Ezami is not responsible for loss, damage or injury arising from conduct of drivers or passengers, road conditions, or events beyond Ezami’s reasonable control. This does not exclude liability where it cannot lawfully be limited.

3.3 Responsibilities of Drivers and Riders

Drivers and riders must use the Platform in a lawful, respectful and safe manner. Without limitation:

  • drivers must ensure they hold valid licences, permits and insurance;
  • vehicles must be roadworthy and compliant with relevant transport regulations;
  • riders must provide accurate pickup information and behave responsibly during trips;
  • neither party may misuse the Platform, harass others or engage in fraudulent activity.

Ezami may suspend or restrict access where misuse, safety concerns or unlawful behaviour are reasonably suspected, subject to applicable consumer rights and due process.

3.4 No Employment or Agency Relationship

Nothing in these Terms creates an employment, agency or partnership relationship between Ezami and drivers or passengers. Drivers provide transport services as independent contractors and contract directly with passengers for each ride facilitated through the Platform.

4. Rider Obligations

Riders must use the Ezami Rides Platform in a lawful, respectful and responsible manner. By requesting a ride, you agree to comply with the obligations set out in this section.

4.1 Accurate Information

You must provide accurate pickup details, contact information and instructions to the driver. Providing false locations, misleading information or using another person’s account is prohibited.

4.2 Account Security

You are responsible for safeguarding your login credentials and all activity under your account. You must notify Ezami immediately if you suspect unauthorised access or misuse.

4.3 Conduct During Trips

Riders must behave safely and respectfully during rides. Without limitation, riders must not:

  • harass, threaten, abuse or interfere with drivers or other users;
  • damage, soil or misuse a driver’s vehicle;
  • bring prohibited, dangerous or illegal items into the vehicle;
  • consume alcohol or illegal substances during the ride;
  • request illegal or unsafe driving behaviour.

Drivers may end a trip where behaviour presents a safety risk, subject to applicable law.

4.4 Payments and Charges

You agree to pay all applicable fares, fees and charges associated with each trip using the payment method selected. Where payments fail, you authorise Ezami to retry billing or request another valid payment method.

4.5 Cancellations

You may cancel a ride subject to the cancellation rules displayed in the App. Where a cancellation occurs after a driver has already travelled to the pickup point, a reasonable cancellation fee may apply.

4.6 Safety and Compliance

For your safety and that of others, you agree to:

  • wear a seatbelt at all times;
  • comply with lawful instructions given by the driver for safety reasons;
  • avoid distracting the driver or obstructing vehicle controls;
  • follow applicable road, municipal and transport regulations.

4.7 Device Permissions and Functionality

You must ensure that required app permissions (including precise location and notifications) remain enabled so that rides can be matched, tracked and completed safely. Disabling required permissions may limit or prevent service availability.

4.8 Prohibited Use of the Platform

You must not use the Platform to:

  • commit fraud or attempt to avoid valid charges;
  • impersonate another person;
  • interfere with platform systems or security features;
  • arrange rides for unlawful purposes.

4.9 Lost Property

Riders are responsible for their personal belongings. Ezami is not the custodian of items left in vehicles, although reasonable assistance may be provided to facilitate recovery between the rider and driver.

4.10 Damage and Cleaning Fees

Where a rider causes damage to a vehicle or creates excessive mess requiring professional cleaning, the rider may be responsible for reasonable repair or cleaning costs, supported by evidence and applied in line with consumer protection requirements.

4.11 Consequences of Breach

Ezami may investigate reported misconduct and, where reasonable, may warn, suspend or restrict access to the Platform to protect safety and integrity, subject to applicable consumer rights and due process.

5. Driver Obligations

Drivers using the Ezami Rides Platform agree to operate professionally, lawfully and safely. These obligations exist in addition to any legal or regulatory requirements that apply to ride-hailing and public transport operations in South Africa.

5.1 Licensing and Legal Compliance

Drivers must ensure that, at all times:

  • they hold a valid driving licence and any permits required by law;
  • they comply with municipal and national transport regulations;
  • they meet insurance obligations applicable to transporting passengers;
  • they operate only vehicles authorised for use on the Platform.

Driving without valid permits, licences or insurance is strictly prohibited and may result in suspension or removal from the Platform.

5.2 Vehicle Safety and Condition

Drivers are responsible for ensuring that vehicles used on the Platform are:

  • roadworthy and regularly maintained;
  • clean, safe and fit to carry passengers;
  • equipped with legally required safety equipment;
  • properly insured where applicable.

5.3 Acceptance and Completion of Rides

Drivers may choose whether to accept a ride request. Once accepted, drivers must make reasonable efforts to arrive at the pickup location and complete the ride unless a legitimate safety or operational reason prevents completion.

5.4 Professional Conduct

Drivers must always act respectfully and responsibly. Drivers must not:

  • harass, threaten or abuse riders or other users;
  • discriminate unlawfully against any passenger;
  • consume alcohol or illegal substances while driving;
  • request illegal or unsafe behaviour from riders;
  • carry weapons or prohibited items unless lawfully authorised.

5.5 Safe Driving Standards

Drivers agree to:

  • obey traffic laws and speed limits;
  • avoid distracted driving, including unnecessary phone use;
  • ensure passengers wear seatbelts;
  • choose routes that balance efficiency and safety.

5.6 Cancellations and No-Shows

Drivers should avoid unnecessary cancellations. If cancellation becomes necessary, it must be done promptly through the App. Repeated cancellations, no-shows or misuse of the system may affect platform access.

5.7 Use of the Platform

Drivers must not use the Platform to:

  • manipulate pricing or trip data;
  • engage in fraud or interfere with platform systems;
  • share accounts or allow unauthorised persons to drive on their behalf;
  • arrange rides outside the Platform intended to avoid fees.

5.8 Rider Safety and Courtesy

Drivers must provide reasonable assistance to riders, including safe pickup and drop-off, and must not refuse service except where safety or lawful grounds exist.

5.9 Lost Property

Items left in vehicles must be reported through the Platform where possible. Ezami may assist in arranging the return of property, but drivers remain responsible for handling found items reasonably and lawfully.

5.10 Data and Privacy

Drivers must respect rider privacy and may not use personal information obtained through the Platform for any purpose other than completing the trip, except where required by law.

5.11 Consequences of Breach

Ezami may investigate reported misconduct and, where reasonable, may warn, suspend or remove a driver from the Platform to protect users and comply with legal obligations, subject to applicable rights and fair process.

6. Payments and Fees

6.1 Transparent Pricing

Ezami aims to ensure pricing is fair, transparent, and easy to understand, in accordance with the Consumer Protection Act, 2008 (CPA). Where an estimated fare is shown before booking, it represents a reasonable calculation based on distance, time, demand, tolls and other relevant factors. The final fare may differ if the route, time taken, traffic conditions, or stopovers change during the trip.

6.2 Nature of Payment and Platform Role

By using Ezami Rides, you acknowledge that Ezami provides a technology platform that enables riders to connect with independent drivers who provide transport services. The payment processed through the app covers both the driver’s transport service and Ezami’s platform facilitation fee. Ezami is not a public transport operator, carrier, or taxi service provider and does not employ drivers.

6.3 Payment Methods and Authorisation

Riders must maintain at least one valid payment method on their account. Accepted methods may include bank cards, mobile wallets, vouchers, or other options introduced in the app.

  • By confirming a booking, you authorise Ezami to securely process payment for the final fare and applicable charges.
  • A temporary authorisation hold may be placed on your account to verify funds.
  • If cash is enabled, payment must be made directly to the driver at trip completion.

6.4 Additional and Lawful Charges

Additional lawful charges may apply where relevant and will be disclosed as reasonably possible:

  • Cancellation fees where a driver is already en route or waiting.
  • Waiting time charges beyond the grace period.
  • Tolls, road usage fees, parking, and government-imposed levies.
  • Cleaning or repair costs where damage or excessive mess is caused.

No unauthorised or undisclosed fees will be charged, consistent with CPA requirements.

6.5 Receipts and Records

Riders receive an electronic receipt after each completed trip. Receipts remain accessible in the app and may also be emailed to the address on record. These records are provided for transparency and consumer proof-of-transaction purposes.

6.6 Promotions and Credits

From time to time, Ezami may offer discounts, vouchers, or promotional credits. These:

  1. Are governed by specific terms displayed at issue.
  2. Cannot be exchanged for cash.
  3. May be withdrawn where misuse, fraud, or ineligibility is reasonably suspected.

6.7 Fare Queries and Dispute Resolution

If you believe you were incorrectly charged, you must lodge a query via the in-app support feature within a reasonable time. Ezami will:

  1. Review trip data and driver logs.
  2. Act fairly and reasonably in terms of the CPA.
  3. Issue adjustments, credits, or refunds where justified.

Dispute handling will be conducted transparently and without unfair prejudice to either party.

6.8 Taxes

Fares may include VAT or other statutory taxes where applicable. Drivers remain responsible for declaring their income and meeting tax obligations arising from their independent services.

6.9 Non-Payment and Account Suspension

If a payment fails, is reversed, or remains outstanding, Ezami may temporarily restrict account access until settlement occurs. Lawful recovery steps may be taken where necessary, consistent with consumer rights and due process.

6.10 Refunds and CPA Remedies

Completed rides are generally non-refundable. However, Ezami will provide appropriate remedies — including partial or full adjustments — where required by the CPA, or where service failure or billing error is verified.

6.11 Driver Earnings and Commission

Drivers are independent service providers and are paid earnings derived from completed trips after deduction of Ezami’s agreed platform commission and applicable fees.

  • Payouts are made within reasonable settlement cycles displayed in the driver dashboard.
  • Commission rates and deductions are communicated transparently and may change with prior notice.
  • Chargebacks, fraud, or disputed rides may be withheld pending investigation.

6.12 Driver Compliance and Financial Responsibility

Drivers are responsible for meeting licensing, insurance, tax, and regulatory requirements attaching to their operations. Ezami may withhold payouts where legally required (for example, court orders, fraud investigations, or unlawful activities).

6.13 No Employer–Employee Relationship

Payment of driver earnings does not create an employment relationship. Drivers operate independently and determine their own working times, subject to safety and regulatory restrictions.

7. Cancellations and No-Shows

Ezami Rides provides a platform to connect riders and drivers. Both parties are expected to act in good faith and comply with the following cancellation and no-show policies.

7.1 Rider Cancellations

Riders may cancel a ride request at any time prior to pickup, subject to the rules below:

  • Cancellations made before a driver accepts the ride are generally free of charge.
  • Once a driver accepts the request, cancelling may incur a reasonable cancellation fee, which will be displayed in the app prior to confirmation.
  • Cancellation fees may reflect the driver’s time, distance travelled, and operational costs.

7.2 Driver Cancellations

Drivers may decline or cancel ride requests in accordance with their own discretion. However, frequent or unjustified cancellations may result in:

  • reduced visibility of ride requests;
  • suspension or removal from the Platform;
  • temporary withholding of driver earnings for review where applicable.

7.3 No-Shows

Both riders and drivers are expected to be present at the agreed pickup location and time:

  • If a rider fails to appear within the grace period, the driver may cancel the ride and a cancellation fee may apply.
  • If a driver fails to arrive within the estimated arrival time without reasonable explanation, the rider may cancel without incurring a fee.

7.4 Grace Periods

Ezami may define reasonable waiting periods in the app for both riders and drivers. Exceeding the grace period may trigger fees, trip cancellation, or adjustments to earnings, applied fairly and transparently.

7.5 Communication Obligations

Both parties should communicate delays or issues promptly through the Platform. Failure to notify may be taken into account in assessing responsibility and fees.

7.6 Limitation of Liability

Ezami is not responsible for the consequences of cancellations or no-shows by riders or drivers. Liability is limited to the extent permitted under the Consumer Protection Act, 2008 (CPA) and applicable law.

7.7 Dispute Resolution

In the event of disputes arising from cancellations or no-shows:

  1. Riders and drivers should first attempt to resolve the matter through in-app support.
  2. Ezami may review trip logs, GPS data, and communications to determine a fair resolution.
  3. Adjustments, refunds, or fee waivers may be applied where justified, in line with CPA and platform policy.

8. Ratings and Conduct

Ezami Rides relies on ratings and feedback to maintain a safe, reliable, and high-quality platform. Both riders and drivers are expected to conduct themselves professionally and respectfully at all times.

8.1 Purpose of Ratings

Ratings and feedback allow the Platform to:

  • assess driver and rider behaviour;
  • recognise exemplary performance;
  • identify and address conduct that may compromise safety, service quality, or compliance with law;
  • support fair dispute resolution and platform moderation.

8.2 Rider Conduct

Riders must:

  • treat drivers and other users respectfully;
  • follow driver instructions for safety and lawful reasons;
  • avoid disruptive, abusive, discriminatory, or illegal behaviour;
  • comply with municipal, national, and road regulations.

8.3 Driver Conduct

Drivers must:

  • treat riders respectfully and professionally;
  • comply with road, transport, and safety regulations;
  • avoid any abusive, discriminatory, or unlawful behaviour;
  • provide service in a safe and responsible manner;
  • not manipulate ratings, fares, or the Platform for personal gain.

8.4 Rating Guidelines

Users should rate honestly based on the specific trip experience. Inappropriate, false, or malicious ratings may be removed by Ezami.

  • Ratings contribute to a user’s reputation score on the Platform.
  • Ezami may limit or suspend accounts with consistently poor ratings or serious conduct issues.
  • Ratings are used alongside complaints and incident reports to determine fair resolution of disputes.

8.5 Platform Moderation and Consequences

Ezami may investigate reports of misconduct, abusive behaviour, or violations of these Terms. Where verified, Ezami may warn, suspend, restrict, or permanently remove users from the Platform.

8.6 Privacy and Feedback

Ratings and feedback are treated in accordance with Ezami’s Privacy Policy. Personal information included in feedback is used solely for service quality, dispute resolution, and safety purposes.

8.7 Dispute Resolution

In cases of disagreement regarding ratings or conduct reports:

  1. Users should first attempt resolution via the in-app support system.
  2. Ezami may review ride records, GPS data, and communication logs to make a fair determination.
  3. Adjustments, temporary suspensions, or other corrective actions may be applied in line with the Consumer Protection Act and Platform policy.

9. Rider Safety and Driver Safety

Ezami Rides prioritises the safety and well-being of both riders and drivers. While the Platform facilitates transport, users are individually responsible for following safe practices. Ezami provides tools and guidance to support a safe experience.

9.1 Rider Safety Responsibilities

Riders must:

  • follow all lawful and safety instructions provided by the driver;
  • remain seated and wear seatbelts throughout the trip;
  • avoid distracting the driver or obstructing vehicle controls;
  • not carry prohibited, illegal, or dangerous items;
  • avoid consuming alcohol or drugs during the trip that could impair behaviour or safety.

9.2 Driver Safety Responsibilities

Drivers must:

  • ensure vehicles are roadworthy, insured, and legally compliant;
  • drive in accordance with traffic laws, speed limits, and safety regulations;
  • avoid distractions and unsafe practices, including phone use while driving;
  • provide safe pickup, transport, and drop-off of riders;
  • report any safety incidents or emergencies promptly via the Platform.

9.3 Emergency and Incident Reporting

Riders and drivers should immediately report accidents, unsafe behaviour, harassment, or other incidents through the in-app support feature or relevant authorities.

  • Ezami may provide assistance to coordinate emergency response and follow-up.
  • Reports are handled in accordance with privacy requirements under POPIA.

9.4 Platform Safety Features

The App includes safety tools such as:

  • GPS tracking of trips in real time;
  • ride-sharing details with trusted contacts;
  • panic/emergency buttons where available;
  • trip history logs to assist in dispute resolution.

9.5 Limitation of Liability

Ezami is not liable for injuries, accidents, or losses arising from the conduct of riders or drivers, road conditions, or other events beyond Ezami’s reasonable control. This limitation applies to the maximum extent permitted by law and does not exclude liability that cannot be limited under the Consumer Protection Act or other applicable legislation.

9.6 Suspension or Termination for Safety Concerns

Ezami may temporarily or permanently suspend accounts if:

  • behaviour poses a safety risk to others;
  • users fail to comply with safety obligations;
  • repeated or serious incidents are reported and verified.

Any such action will be taken fairly and transparently, consistent with applicable consumer rights and due process.

9.7 Cooperation with Authorities

Ezami may provide trip records, GPS logs, or other information to law enforcement or regulatory authorities where legally required or to prevent imminent harm.

10. Liability and Indemnity

Ezami Rides acts as a technology platform connecting riders and independent drivers. All users acknowledge and accept the limitations of Ezami’s role and responsibilities as described below.

10.1 Limitation of Platform Liability

To the extent permitted by law, Ezami shall not be liable for any loss, damage, or injury arising from:

  • the acts or omissions of drivers or riders;
  • vehicle condition, maintenance, or compliance failures;
  • delays, cancellations, or route changes;
  • accidents, theft, or other incidents occurring during a trip;
  • errors, downtime, or technical issues with the Platform.

This limitation does not exclude liability where it cannot be lawfully limited, including rights under the Consumer Protection Act, 2008 (CPA).

10.2 Indemnity by Riders

Riders agree to indemnify, defend, and hold harmless Ezami from any claims, losses, damages, liabilities, and expenses arising from:

  • violation of these Terms or Platform rules;
  • misuse of the Platform;
  • damage or injury caused during a ride by rider actions;
  • unauthorised or fraudulent payments.

10.3 Indemnity by Drivers

Drivers agree to indemnify, defend, and hold harmless Ezami from any claims, losses, damages, liabilities, and expenses arising from:

  • violation of these Terms, transport regulations, or licensing requirements;
  • vehicle accidents, damage, or passenger injury caused by negligence;
  • misuse of the Platform or fraudulent activity;
  • failure to maintain valid permits, licences, or insurance.

10.4 Third-Party Claims

Where a third party brings a claim against Ezami arising from a ride, both riders and drivers may be required to cooperate with Ezami in providing information, records, or evidence, including trip logs, GPS data, and communications.

10.5 Fair Limitation and CPA Compliance

While Ezami seeks to limit liability, all users retain rights granted under the Consumer Protection Act, 2008, including the right to fair, reasonable, and lawful remedies for defective services or unsafe conduct.

10.6 Insurance and Risk

Users are responsible for maintaining any insurance coverage applicable to their own risks. Ezami does not provide insurance for riders or drivers, except where explicitly stated in promotions or coverage options offered through the Platform.

11. Data Protection & Privacy (POPIA)

Ezami Rides collects, processes, stores, and shares personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and other applicable laws. Users acknowledge and consent to the collection and use of their personal data as outlined below.

11.1 Personal Information Collected

Ezami may collect the following personal information for riders and drivers:

  • Contact information (name, email address, mobile number)
  • Account credentials and verification data
  • Payment information (processed via secure third-party providers)
  • Profile photographs (optional)
  • Trip and route data, including GPS location during active rides
  • Device information, app usage statistics, and IP addresses
  • Driver-specific compliance and vehicle information

11.2 Purpose of Data Processing

Personal information is processed solely for purposes necessary to provide the Platform and comply with legal obligations, including:

  • account creation, authentication, and verification
  • matching riders and drivers, route calculation, and fare estimation
  • facilitating payments and financial transactions
  • trip safety, incident management, and dispute resolution
  • regulatory compliance and lawful reporting to authorities
  • customer support and service improvement

11.3 User Consent and Rights

By using the Platform, users consent to the collection and processing of their personal information for the purposes above. Users retain the following rights under POPIA:

  • access and correction of their personal information
  • objection to processing on reasonable grounds
  • withdrawal of consent (where processing is consent-based)
  • lodging complaints with the Information Regulator

11.4 Data Sharing

Personal information may be shared with:

  • other users of the Platform (drivers and riders involved in the same trip)
  • third-party service providers (payment processors, cloud hosting, analytics)
  • regulatory and law enforcement authorities where required by law

Ezami does not sell user information to third parties. Cross-border transfers are subject to adequate safeguards.

11.5 Security Measures

Ezami implements reasonable technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, or destruction. Users acknowledge that no system is completely secure and accept inherent risks associated with digital communications.

11.6 Retention of Data

Personal information is retained only as long as necessary to fulfil service and legal requirements. Retention periods consider:

  • regulatory and tax obligations
  • customer support and dispute resolution needs
  • operational and auditing purposes

11.7 Rider and Driver Responsibilities

Users must provide accurate and up-to-date information and must not misuse the Platform to access or disclose another person’s personal data. Drivers and riders must comply with POPIA and all applicable data protection laws.

11.8 Privacy Policy Reference

For full details on how personal information is collected, processed, stored, and shared, users should refer to the Ezami Rides Privacy Policy. This Terms section complements the Privacy Policy and forms part of the contractual obligations of using the Platform.

12. Termination and Account Suspension

Ezami Rides reserves the right to suspend or terminate user accounts to ensure the safety, integrity, and lawful operation of the Platform. This section outlines the circumstances, procedures, and consequences.

12.1 Voluntary Termination

Users may close their account at any time through the Platform. Upon voluntary termination:

  • access to the Platform will be revoked;
  • any outstanding fares, fees, or obligations must be settled;
  • personal information may be retained for legal, regulatory, or legitimate operational purposes in accordance with POPIA.

12.2 Suspension or Termination by Ezami

Ezami may suspend or terminate accounts in cases including, but not limited to:

  • violations of these Terms or applicable law;
  • unsafe, abusive, or fraudulent behaviour;
  • repeated low ratings or serious complaints from other users;
  • failure to maintain valid payment methods or comply with financial obligations;
  • unauthorised sharing of accounts or misuse of the Platform.

12.3 Temporary Suspension

A temporary suspension may be applied while Ezami investigates reported violations or incidents. During suspension:

  • access to ride requests and other Platform functions may be restricted;
  • riders and drivers may continue to settle outstanding obligations, such as fares or fees;
  • support requests may be submitted for dispute resolution or clarification.

12.4 Consequences of Termination

Upon termination (voluntary or by Ezami):

  • access to the Platform is permanently revoked;
  • unsettled fares, fees, or other financial obligations remain payable;
  • personal information may be retained or anonymised in accordance with POPIA for legal or operational purposes;
  • ratings, reviews, and trip history may remain on the Platform for auditing, reporting, or legal reasons.

12.5 Right to Appeal or Respond

Users subject to suspension or termination may contact Ezami support to provide evidence or explanation. Ezami will consider submissions reasonably and may reinstate access if justified, consistent with safety, legal, and regulatory obligations.

12.6 No Waiver of Legal Rights

Termination or suspension of an account does not waive Ezami’s rights to pursue recovery of outstanding payments, enforce obligations, or take legal action where required by law.

13. Changes to the Terms

Ezami Rides may update or amend these Terms and Conditions from time to time to reflect changes in law, regulatory requirements, Platform operations, or business practices.

13.1 Notification of Changes

Users will be notified of material changes via:

  • in-app notifications;
  • email to the address registered on the account; or
  • posting a revised version on the Platform.

It is the responsibility of users to review the Terms periodically to stay informed of any updates.

13.2 Effective Date

Changes to the Terms take effect from the date specified in the notification or on the updated Terms page. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

13.3 User Consent

By continuing to use the Platform after changes, users provide explicit consent to be bound by the updated Terms. Users who do not agree with the revised Terms must discontinue using the Platform and may close their account in accordance with Section 12.

13.4 Alignment with Law

All updates to the Terms will comply with applicable South African laws, including the Consumer Protection Act, Protection of Personal Information Act (POPIA), and transport regulations.

13.5 No Retroactive Effect

Unless expressly stated, changes to the Terms do not apply retroactively to past trips, transactions, or actions taken under prior versions of the Terms.

14. Governing Law and Dispute Resolution

These Terms and Conditions, and any use of the Ezami Rides Platform, are governed by the laws of the Republic of South Africa. Users agree to resolve disputes in accordance with the procedures outlined below.

14.1 Informal Resolution

Users are encouraged to first attempt to resolve disputes informally by contacting Ezami support via the in-app support feature or official email address. This may include:

  • clarification of charges, trip details, or account actions;
  • reporting unsafe or inappropriate behaviour;
  • requesting adjustments, refunds, or dispute resolution for specific incidents.

14.2 Formal Dispute Resolution

If informal resolution is unsuccessful, disputes may be escalated to a formal process, which may include:

  • mediation or alternative dispute resolution in accordance with applicable South African law;
  • referral to the Consumer Commission for matters under the Consumer Protection Act, 2008;
  • submission to courts of competent jurisdiction if mediation or conciliation fails.

14.3 Limitation on Class Actions

Users agree that disputes will be resolved on an individual basis. Participation in class actions, representative actions, or consolidated claims is excluded to the maximum extent permitted by law.

14.4 Compliance with Applicable Laws

All parties must comply with South African law, including the Consumer Protection Act (CPA), the Protection of Personal Information Act (POPIA), transport regulations, and other relevant legislation during dispute resolution.

14.5 Binding Decisions

Where mediation, arbitration, or court proceedings result in a determination, all parties agree to abide by the outcome, subject to applicable legal rights of appeal or review.

15. Contact Information and Complaints

For questions, concerns, or complaints regarding these Terms or the use of the Ezami Rides Platform, users may contact Ezami Technologies (Pty) Ltd using the information below.

15.1 Contact Details

  • Email: support@ezami.co.za
  • Website: www.ezami.co.za
  • In-App Support: Available via the Ezami Rides application

15.2 Lodging Complaints

Users may lodge complaints regarding:

  • POPIA-related issues, including the handling of personal information;
  • Consumer Protection Act matters, including unfair practices or disputes;
  • driver or rider conduct, unsafe practices, or service failures.

15.3 Escalation to Regulatory Authorities

If a complaint cannot be resolved through Ezami’s internal support processes, users may escalate it to:

  • Information Regulator of South Africa: For POPIA-related complaints
  • National Consumer Commission: For CPA-related complaints

15.4 Response Times

Ezami aims to acknowledge all complaints promptly and resolve issues in a reasonable time frame consistent with the nature of the complaint, applicable law, and platform procedures.

15.5 User Cooperation

Users are expected to provide accurate information, relevant evidence, and cooperate with Ezami support during complaint investigation. Failure to cooperate may affect the outcome or delay resolution.