Terms and Conditions for 2026

Effective Date: 20 April 2026

1. Introduction

Welcome to CrabaRide!

These Terms and Conditions ("Terms") govern your access to and use of the CrabaRide carpooling platform operated by Crab a Ride South Africa PTY LTD, including all content, functionality, and services offered through crabaride.co.za (the "Website").

By accessing or using the Website, you agree to be bound by these Terms and our Privacy Policy. If you disagree with any provision, you must discontinue use immediately.

2. Definitions

  • "Trip": A car journey uploaded by a verified driver from an origin to destination at specified dates and times.
  • "Ride": A single seat within a trip available for booking by riders2.
  • "Driver": A person over 18 with valid driving credentials and transport authorization who offers trip sharing.
  • "Rider": A person over 18 with valid identification who books shared transportation.
  • "AI Matching System": Our artificial intelligence platform that connects drivers and riders based on preferences, routes, and compatibility factors.

3. Operating Entities

Primary Service Provider: Crab a Ride PTY LTD

Registration Number: 2024/236152/07

Address: Workshack, Techno Park, 16 Elektron Rd, Stellenbosch 7600, South Africa

Related Entity: Crab a Ride South Africa PTY LTD

Services are provided primarily through Crab a Ride PTY LTD, with specific entity responsibilities clearly identified for each service component.

4. User Eligibility and Verification

Users must be at least 18 years old and legally capable of entering binding contracts. Enhanced verification requirements include:

All Users:

  • Valid government-issued identification
  • Verified phone number and WhatsApp account
  • Completed identity verification process
  • Agreement to background verification checks

Additional Driver Requirements:

  • Valid South African driver's license or recognized international equivalent
  • Current vehicle is registered with authorities
  • Compliance with National Land Transport Act requirements, including appropriate operating licenses where applicable
  • Vehicle is roadworthy
  • Clean criminal background
  • Professional Driver Licensing: Drivers engaged in commercial transport activities must possess valid operating licenses as required by amended transport legislation

5. Account Management

Account creation requires accurate, current information that must be maintained and updated. Users are responsible for:

  • Account security and confidentiality
  • All activities conducted through their accounts
  • Immediate notification of unauthorised access
  • Compliance with single-account policies per individual

Authentication options include WhatsApp and SMS verification, with communication preferences manageable through contact@crabaride.co.za.

6. AI-Powered Services

Our platform utilizes artificial intelligence for:

  • Matching Services: Algorithmic pairing of drivers and riders based on routes, preferences, safety scores, and compatibility factors.
  • Route Optimization: AI-suggested optimal paths, timing recommendations, and traffic-aware planning.
  • Safety Monitoring: Automated detection of unusual patterns, route deviations, and safety alerts.
  • Personalization: Customized user experiences based on travel history and preferences.

User Rights: You may request human review of any AI-driven decisions that significantly impact your platform experience, including matching rejections or safety flags.

7. Communication Systems

Registration includes consent to receive communications via chosen channels. Our communication encompasses:

Platform Communications:

  • Login credentials and security notifications
  • Trip confirmations and updates
  • Safety alerts and emergency communications
  • AI-powered trip suggestions and optimizations

User-to-User Communications:

  • Driver-rider coordination through secure messaging
  • Trip-specific WhatsApp groups facilitated by our platform
  • Community features and shared travel coordination

WhatsApp Business Integration: Enhanced security protocols protect business communications with proper data backup, employee device management, and compliance monitoring.

8. Enhanced User Conduct and Safety

Users must comply with all applicable laws and maintain respectful conduct. Prohibited activities include:

  • Safety Violations: Providing false identity or vehicle information; operating uninsured or unroadworthy vehicles; engaging in behavior that compromises user safety; violating transport licensing requirements.
  • Platform Misuse: Circumventing AI matching systems; creating multiple accounts or false profiles; attempting unauthorized access to other user data; commercial use without proper licensing; creating fake bookings to exploit promotions.

Violations may result in the company taking legal action against users.

9. Driver Compliance and Transport Regulations

Drivers must comply with comprehensive regulatory requirements:

Vehicle Requirements:

  • Current roadworthiness certificates and regular maintenance
  • Valid registration and comprehensive insurance coverage
  • Platform verification and "verified" status maintenance
  • Compliance with vehicle marking requirements where applicable

Driver Certification:

  • Platform verification achieving "verified" status
  • Clean criminal background
  • Current driving license appropriate for vehicle class
  • Transport Authorization: Appropriate operating licenses as required by National Land Transport Act amendments when applicable

Professional Obligations: Authority to refuse passengers for safety concerns; compliance with hours-of-service regulations; adherence to route and pricing transparency; awareness of penalties up to R100,000 for non-compliance.

10. Pricing, Payment, Tax Compliance, and Digital Payment Processing

10.1 Pricing Structure

Driver Pricing Rights:

  • Drivers set per-seat pricing at trip upload with limited modification rights for unbooked seats and no modification right for booked seats.
  • Clear pricing disclosure before trip start
  • Price adjustments permitted only for unbooked seats, not for confirmed bookings
  • Pricing transparency maintained throughout the booking process

Payment Methods:

  • Traditional Payment: Real-time payment during trips with driver collection responsibility for cash transactions
  • Digital Payment: Integrated online payment processing through digital payment partners for enhanced security and convenience

10.2 Digital Payment System Integration

Payment Processing: All digital payments are processed through our certified payment service provider. The payment flow operates as follows:

  • Riders pay online during booking confirmation
  • Funds are collected and held by the payment processing system
  • Payment is released to drivers upon successful trip completion
  • CrabaRide facilitates payment processing but does not hold customer funds directly

Payment Collection: For digital bookings, payment collection is handled automatically through our payment processing system, eliminating the need for cash transactions during trips.

10.3 Comprehensive Cancellation and Refund Policy

Rider Cancellation Rights:

  • Full Refund: Available until 24 hours before scheduled departure without fees or penalties
  • Partial Refund (50%): Available from 24 hours until 2 hours before departure
  • No Refund: Cancellations less than 2 hours before departure forfeit all payment rights

Driver Cancellation Obligations:

  • Automatic Full Refund: Driver cancellations trigger immediate full refund to riders without any processing fees using the rider’s original payment method
  • No Penalties: Riders receive complete refund regardless of cancellation timing
  • Platform Responsibility: CrabaRide facilitates immediate refund processing through our payment provider

Refund Processing Timeline: All refunds are processed through our payment partners' systems and may take up to 3 business days depending on the rider's bank and payment method. Processing times are determined by financial institutions and payment processors, not CrabaRide.

10.4 Cost-Sharing Principles

Revenue Guidelines:

  • Trip revenues should primarily cover fuel and maintenance costs
  • Profit Limitations: Drivers should avoid using the platform for profit generation unless registered as a professional driver in compliance with South Africa's NLTA
  • Tax Compliance: Amounts exceeding SARS daily allowances must be declared according to Income Tax Act requirements
  • Enhanced record-keeping requirements for tax and regulatory compliance

SARS Compliance Reference: Please consult the following link for guidance on SARS amounts for FY2024 available here : https://www.sars.gov.za/wp-content/uploads/Docs/PAYE/Tables/2024/PAYE-GEN-01-G03-A01-Rate-per-Kilometre-Schedule-External-Annexure.pdf

10.5 Professional Driver Considerations

Commercial Operations:

  • Drivers operating commercially may be subject to National Land Transport Amendment Bill provisions
  • Enhanced record-keeping requirements for tax and regulatory compliance
  • Potential additional licensing and insurance obligations

Professional Licensing: Drivers engaged in commercial transport activities must possess valid operating licenses as required by amended transport legislation.

10.6 Dispute Resolution and Customer Service

Dispute Reporting Timeline: All payment disputes, disagreements, or service issues must be reported within 48 hours of trip completion to ensure proper resolution.

Contact Channels:

  • General Inquiries: contact@crabaride.co.za
  • Booking & Payment Disputes: booking@crabaride.co.za
  • Privacy Issues: privacy@crabaride.co.za
  • Emergency Situations: +27 74 421 9807 (WhatsApp/Phone)

Resolution Process:

  1. Initial Contact: Users must report payment or bookies issues via designated channels within 48 hours
  2. Investigation: CrabaRide investigates within 2 business days for general issues, 24 hours for payment disputes
  3. Resolution: Disputes resolved through customer service mediation, refunds, or other appropriate remedies
  4. Escalation: Unresolved disputes may be escalated to relevant authorities

10.7 Platform Liability and Paystack Compliance

Merchant Liability: CrabaRide accepts full responsibility for payment disputes, chargebacks, and refund processing as required by Paystack's merchant agreement.

Merchant Liability includes:

  • Chargeback Response: Responding to chargeback claims within 16 hours
  • Fraud Claims: Resolving fraud claims within 24 hours to prevent auto-acceptance
  • Documentation: Maintaining comprehensive transaction documentation and receipts
  • Financial Responsibility: Paying the full amount of any disputes, chargebacks, fraud claims, refunds, fines, or penalties that arise from platform use

Auto-Acceptance Consequences: If we fail to respond to chargebacks within the 16-hour deadline, our payment partner may automatically accept the dispute on our behalf, resulting in automatic refunds deducted from our account balance.

10.8 Emergency and Safety Procedures

If rider or driver safety is at risk during any dispute, users must:

  1. Immediately contact emergency services (10111 or 112)
  2. Contact CrabaRide emergency line: +27 74 421 9807
  3. Document the incident for investigation purposes

Emergency Refunds: Safety-related cancellations or disputes receive priority processing with immediate refunds where appropriate.

10.9 South African Law Compliance

Our refund policy aligns with the Consumer Protection Act 68 of 2008, providing:

  • Clear complaint procedures and contact information
  • Right to refund for services not meeting agreed standards
  • Reasonable dispute resolution timeframes

POPIA Compliance: Privacy-related disputes follow the Protection of Personal Information Act requirements.

10.10 Documentation and Record Keeping

CrabaRide maintains comprehensive records of all:

  • Payment transactions and processing details
  • Dispute communications and resolutions
  • Refund processing and timelines
  • Customer service interactions

User Obligations: Users must maintain adequate trip documentation including booking confirmations, payment receipts, and communication records to support any dispute claims.

11. AI Data Usage and Model Training

Data Usage for AI Development: Anonymized trip and user behavior data may be used to improve AI matching algorithms; personal identifiers are removed before any AI training processes; users can opt-out while still accessing core services.

LLM and Chatbot Development: Anonymized communication patterns may inform our planned WhatsApp transport chatbot; no personal conversations or identifiable information used in model training; enhanced data protection with separate consent mechanisms.

12. Platform Safety and Monitoring

AI-Enhanced Safety: Automated monitoring for unusual trip patterns; real-time route tracking with deviation alerts; predictive safety scoring; emergency response integration.

Community Safety Standards: Zero tolerance for harassment, discrimination, or threatening behavior; immediate account suspension for serious safety violations; coordinated reporting with law enforcement; regular safety training and awareness communications.

13. Intellectual Property and Content

The Website and all related content remain the property of CrabaRide and its licensors. User-generated content grants CrabaRide necessary licenses for service provision and AI improvement.

AI-Generated Content: Content created by our AI systems for route suggestions, matching recommendations, or safety alerts remains our intellectual property while respecting user privacy rights.

14. Nature of the CrabaRide Platform

CrabaRide operates a technology-enabled carpooling platform through which registered drivers already making long-distance trips may share their journey and its associated costs with registered co-travellers. CrabaRide is not a transport operator, carrier, or transportation service provider. CrabaRide does not own, lease, operate, or control any vehicles used on the platform, and does not employ, engage, or act as agent for any driver.

14.1 Platform Limitation of Liability

To the maximum extent permitted by applicable South African law, including the Consumer Protection Act 68 of 2008:

  • 14.1.1 CrabaRide's liability to any user is limited to direct losses arising solely from a material failure of the platform's core matching or booking functionality caused by CrabaRide's own negligence or wilful misconduct.
  • 14.1.2 CrabaRide's total aggregate liability to any user shall not exceed ZAR 500, or the total platform fees paid by that user in the three months preceding the event giving rise to the claim, whichever is smaller.
  • 14.1.3 CrabaRide shall not be liable for any indirect, consequential, special, punitive, or exemplary damages, including but not limited to loss of income, loss of data, or reputational harm, howsoever arising from a user's access to or use of the platform.

14.2 Driver and Vehicle Responsibility

To the best of its ability, CrabaRide verifies the identity and reliability of its registered users and takes reasonable steps to assess vehicle roadworthiness prior to trip listing. These steps include identity document checks, driver's licence validation, and requesting vehicle photographs and a legible image of the vehicle's licence disc. Notwithstanding the foregoing, CrabaRide does not guarantee the accuracy, authenticity, or completeness of any information or documentation submitted by users, and shall not be liable for any loss, injury, or damage arising from a user's fraud, misrepresentation, or concealment, including where a vehicle is subsequently found to be unroadworthy, uninsured, or unlicensed despite having undergone CrabaRide's verification process. The responsibility for ensuring that a vehicle is roadworthy, adequately insured, and lawfully licensed at all times rests solely and exclusively with the Driver.

The Driver, as the person making the long-distance trip and operating the vehicle, is solely responsible for:

  • 14.2.1 the roadworthiness, registration, licensing, mechanical condition, and fitness for purpose of the vehicle at the time of and throughout the journey;
  • 14.2.2 compliance with all applicable road traffic laws, regulations, and licensing requirements during the trip;
  • 14.2.3 their conduct toward co-travellers and other road users for the duration of the journey; and
  • 14.2.4 any loss, injury, damage, delay, or inconvenience suffered by a co-traveller arising from the Driver's acts or omissions, including but not limited to negligence, recklessness, misconduct, fatigue, intoxication, or criminal acts.

Where a Driver is found to have fraudulently misrepresented the condition, licensing, or insurance status of a vehicle, CrabaRide reserves the right to immediately suspend or permanently remove that Driver from the platform and to report the matter to the relevant regulatory or law enforcement authorities.

14.3 Insurance

  • 14.3.1 CrabaRide does not provide, arrange, procure, or underwrite any form of insurance for drivers, co-travellers, vehicles, or personal belongings in connection with any trip facilitated through the platform.
  • 14.3.2 Drivers are solely responsible for ensuring that their vehicle is covered by insurance appropriate for its intended use, including for the carriage of co-travellers on a cost-sharing basis. Drivers operating vehicles supplied, leased, financed, or managed by a third-party fleet provider must confirm with that provider what insurance cover applies to the vehicle and its occupants before listing any trip on the platform.
  • 14.3.3 Co-travellers acknowledge that CrabaRide does not provide, arrange, or procure any personal insurance cover on their behalf. Co-travellers are solely responsible for taking all necessary steps to establish whether their existing personal insurance arrangements, including life cover, health insurance, hospital plans, or personal accident policies, extend to travel as a passenger in a privately operated vehicle, and for obtaining any additional cover they deem necessary prior to travel.
  • 14.3.4 Nothing in these Terms shall be construed to limit, exclude, or prejudice any rights a user may have under the Road Accident Fund Act 56 of 1996, or under any other statutory insurance or compensation scheme that cannot lawfully be waived or excluded by agreement.

14.4 Third-Party Fleet Providers

Where a vehicle used on the platform is owned, leased, managed, or financed by a third-party fleet provider, CrabaRide is not a party to any agreement between that fleet provider and the Driver, and accepts no liability for any act, omission, failure, or obligation of any fleet provider, including in respect of vehicle condition, roadworthiness, insurance, or driver conduct. Users shall have no recourse against CrabaRide for any claim properly directed at a vehicle owner, fleet provider, or their insurer.

14.5 Vehicle Owner Exclusion and Co-traveller Insurance Responsibility

  • 14.5.1 Where a vehicle used on the platform is owned, leased, or managed by a third-party fleet provider or any other vehicle owner, such vehicle owner is not a party to the cost-sharing arrangement between the Driver and co-travellers facilitated through the platform. Accordingly, no vehicle owner shall be liable to any co-traveller for any loss, injury, death, damage, delay, or inconvenience arising out of or in connection with any trip, and co-travellers shall have no recourse against the vehicle owner in relation to insurance coverage or the absence thereof.
  • 14.5.2 Insurance coverage for the vehicle and its use is the sole responsibility of the Driver. Insurance coverage for each co-traveller's person and personal belongings is the sole responsibility of that co-traveller. Each co-traveller is responsible for taking all necessary steps to determine whether their existing personal insurance arrangements, including but not limited to life cover, health insurance, hospital plans, or personal accident policies, provide coverage for travel as a passenger in a privately operated vehicle. Co-travellers are encouraged to verify the scope of their cover directly with their insurer before undertaking any trip arranged through the platform.
  • 14.5.3 CrabaRide accepts no liability for any loss, injury, or damage suffered by a co-traveller arising from the absence, inadequacy, or non-applicability of any insurance coverage in connection with a trip facilitated through the platform.

14.6 AI Matching and Safety Tools

Where CrabaRide employs AI-assisted matching, trip suggestions, or safety features, these tools are provided as a convenience only and do not constitute a warranty as to the suitability, safety, or reliability of any matched driver, vehicle, or journey. Users remain solely responsible for their own safety decisions, including whether to proceed with any matched journey. CrabaRide does not warrant that AI-assisted features will be error-free, uninterrupted, or continuously available. CrabaRide's liability for any loss arising from reliance on such features is subject to the limitation set out in clause 14.1.

15. Dispute Resolution and Governing Law

These Terms are governed by South African law. Dispute resolution includes internal mediation via contact@crabaride.co.za, human review of AI decisions, and South African court jurisdiction for unresolved disputes. Regulatory complaints may be directed to the Information Regulator and transport authorities.

16. Regulatory Compliance and Penalties

Current Penalty Framework: POPIA violations may incur administrative fines up to R10 million or criminal penalties up to 10 years imprisonment; transport regulation violations carry fines up to R100,000; platform violations may result in permanent account suspension and regulatory reporting.

Compliance Monitoring: Regular audits ensure adherence to evolving legal requirements with user notification of significant changes.

17. Terms Updates and Communication

CrabaRide reserves rights to update Terms for legal compliance or service improvements. Significant changes receive notification through platform announcements, email, WhatsApp messages, or direct communication when new consent is required.

18. Contact Information

General Inquiries: contact@crabaride.co.za

Legal and Compliance: privacy@crabaride.co.za

Business Address: Crab a Ride South Africa PTY LTD, Workshack, Techno Park, 16 Elektron Rd, Stellenbosch 7600, South Africa

SHARE VIA