These Terms & Conditions (the Terms) form an agreement between you and Zylo Technologies (Pty) Ltd (Zylo, we, usor our) when you access or use Zylo as a rider or general platform user.
By creating or using a Zylo account, requesting a ride or using our services, you agree to these Terms and any policies that are expressly incorporated into them. If you do not agree, you should not use the Zylo platform.
These Terms apply alongside any rights you have under South African law. Nothing in these Terms is intended to exclude or limit rights that cannot lawfully be excluded or limited.
1. Using Zylo
1.1 What Zylo is
Zylo operates a technology platform that enables riders to request and arrange transport with independent drivers who use the Zylo platform. Zylo provides the technology, marketplace, payment and support infrastructure used to facilitate those rides.
Drivers are responsible for providing the transport service and for complying with the laws, licensing requirements and safety obligations that apply to them. Separate Driver Terms govern a driver's use of Zylo.
1.2 Eligibility
You must be at least 18 years old to create and control your own Zylo rider account. If you request a ride for another person, including a minor, you remain responsible for ensuring that the booking is appropriate and that the passenger complies with these Terms and applicable law.
1.3 Your account information
You must provide accurate and current information when creating or maintaining your account. You are responsible for keeping your account and verification details secure and for activity that takes place through your account, except where the activity results from circumstances for which you are not legally responsible.
You must not impersonate another person, create accounts for fraudulent purposes, misuse another person's payment method or attempt to interfere with the security of the platform.
2. Rides & bookings
2.1 Requesting a ride
You can request available Zylo ride options through the Rider app, including categories such as Zylo Go, Economy, Premium and XL. Availability depends on factors such as your location, driver availability, vehicle availability and operational or safety conditions.
You are responsible for checking your pickup point, destination, ride category and other booking information before confirming a request. A ride request does not guarantee that a driver will be available or accept the request.
2.2 Driver matching
When a driver accepts your request, the app will show available driver and vehicle information. Before entering the vehicle, you should check that the driver and vehicle match the details shown in the app. If they do not, do not begin the ride and report the issue to Zylo.
2.3 Scheduled rides
Zylo allows rides to be scheduled in advance. The app shows the scheduling window available at the time of booking. Scheduled rides remain subject to driver availability and operational conditions and do not amount to an absolute guarantee that a particular driver or vehicle will be available.
Payment options, waiting periods and cancellation conditions may differ for scheduled rides. Cash is not available for scheduled rides unless Zylo expressly states otherwise in the app.
2.4 Stops and waiting
If your ride includes a stop, you should be ready to continue the trip promptly. The app provides the applicable free waiting period at pickup or at a stop, after which additional charges may apply. The applicable waiting rules and charges are shown in the app.
2.5 Cancellations and no-shows
You or a driver may cancel a ride in the circumstances permitted by the app. A cancellation fee may apply where disclosed before or during the booking process. Zylo may review, waive or refund a cancellation charge where the circumstances reasonably justify it, including where there is a verified service or safety issue.
3. Pricing & payments
3.1 Fare estimates and final fares
Zylo may show an estimated or confirmed fare before you request a ride. A fare may take into account factors such as the ride category, distance, estimated duration, pickup conditions, minimum pricing, demand, waiting time, stops and other charges disclosed through the app.
A final fare may change where the journey changes materially, for example where you change the destination, add a stop, wait beyond an included period, or where another disclosed charge becomes applicable.
3.2 Choose Your Fare
Zylo's Choose Your Fare feature allows you to select or adjust a fare within a range shown in the app. The available range and any minimum pricing protection are determined by Zylo and may change from time to time.
Selecting a different fare does not guarantee that a driver will accept your request. The fare you confirm before requesting the ride will be the applicable starting fare, subject to any permitted changes described in these Terms or shown in the app.
3.3 Payment methods
Zylo may offer payment methods including card, Apple Pay, Google Pay, cash and other supported payment or credit options. The methods available to you may depend on your location, ride type, account status or the feature you are using.
You must have the right to use the payment method selected and must pay amounts properly due for completed rides, lawful fees and other authorised charges.
3.4 Zylo Cash
Where Zylo Cash is available, it may be used only in the manner shown in the app and is subject to any applicable balance, redemption, expiry or promotional conditions disclosed to you. Zylo Cash is not a bank account, deposit account or general cash equivalent unless applicable law expressly provides otherwise.
3.5 Promotions and discounts
Promotional offers may have eligibility rules, expiry dates, ride limits, maximum discounts, geographic limits or other campaign-specific conditions. Those conditions form part of the relevant promotion and are shown with the offer.
Promotions may not be sold, transferred, duplicated or used fraudulently. Zylo may correct or withdraw an offer that was issued or applied in error, or restrict promotional access where there is reasonable evidence of abuse or fraud, subject to applicable law.
Referral rewards have additional rules in the Referral terms below.
3.6 Tips
Tips are optional. Where you choose to tip through Zylo, 100% of the tip is intended for the driver, subject only to deductions that may be required by law.
3.7 Referral terms
The Rider app's direct referral programme rewards an existing rider who invites a new rider using their referral code or link. The referral must be recorded against the new rider's account before the qualifying ride. Sharing a code or signing up alone does not earn a reward.
Under the current direct referral offer, the referring rider receives a once-off R50 Zylo Cash reward after the referred rider completes their first qualifying paid ride. Cancelled rides, test rides and zero-value rides do not qualify. The app shows pending referrals and credited rewards.
Referral rewards are credited to the referring rider's Zylo Cash wallet for use on eligible Zylo rides. They cannot be withdrawn as cash. A referral does not by itself give the invited rider a discount; any separate new-rider promotion is governed by the conditions shown with it.
Do not refer yourself, create duplicate or fictitious accounts, organise artificial rides, or use another person's details without permission to obtain rewards. Zylo may investigate suspected abuse and correct an erroneous or fraudulent reward, subject to applicable law. If a reward appears to be missing or incorrect, contact Support with your referral code and the relevant ride reference. Do not share passwords or OTPs.
Other referral campaigns may have different amounts, eligibility limits or end dates, which must be stated with the offer. Changes to future offers do not remove a reward already validly earned under the terms that applied when its conditions were met. Promo codes and special offers are also subject to section 3.5 above.
4. Safety & conduct
4.1 Safety features
Zylo provides safety features such as Ride PIN, trusted contacts, live trip sharing, Safety Zones and trip audio recording. Some safety tools operate according to the relevant ride, device, account or location settings.
If Ride PIN is enabled, you should provide the correct PIN only to the matched driver and only when you are ready for the trip to begin. Safety tools support safer journeys but do not replace reasonable personal care or emergency services where those are required.
4.2 Audio recording
Zylo provides an in-app trip audio recording feature for safety purposes. The collection, storage, access, use and retention of personal information associated with that feature are addressed in our Privacy Policy and any notices presented when the feature is used.
4.3 Rider conduct
You must treat drivers, passengers, Zylo personnel and other users respectfully. You must not use Zylo to engage in violence, threats, harassment, discrimination, unlawful activity, deliberate property damage, unsafe conduct or any conduct that creates an unreasonable risk to another person.
You must comply with lawful vehicle capacity and safety requirements and follow reasonable safety instructions during a ride. Our Community Guidelines provide additional conduct rules and form part of the standards expected on the Zylo platform.
4.4 Ratings and feedback
Riders and drivers can rate one another and provide feedback after a trip. Ratings and reports may be used to maintain service quality, investigate incidents and enforce platform rules. You must not manipulate ratings, submit knowingly false reports or use feedback to harass another person.
4.5 Lost property
If you leave an item in a vehicle, Zylo may help facilitate contact or return arrangements through Support. Zylo does not guarantee that lost property will be found or returned. You may be responsible for reasonable costs directly associated with an agreed return arrangement where permitted by law and disclosed to you.
5. Accounts & access
5.1 Suspension or restriction
Zylo may investigate and, where reasonably justified, restrict, suspend or terminate access to the platform for conduct such as fraud, payment abuse, threats or violence, repeated serious violations of the Community Guidelines, false account information, promotion abuse, safety risks or legal and regulatory requirements.
Where appropriate and lawful, Zylo will consider the nature, seriousness and available evidence relating to the issue before taking action. Immediate action may be taken where reasonably necessary to protect safety, security, users or the platform.
5.2 Closing your account
You may request to close your account using the options made available by Zylo. Account closure does not remove obligations or amounts that arose before closure, and some information may need to be retained where required or permitted by law. See the account deletion instructions for how to make a request and what happens to your information.
6. Support & your rights
6.1 Support and complaints
If you have a ride, payment, safety or account concern, you can complete the website support form. We may ask for information reasonably needed to investigate the issue. Support communications may be sent to the email address or other contact details associated with your request or account.
6.2 Refund terms
Contact Zylo Support if you believe a fare, cancellation fee or other charge is incorrect, duplicated, unauthorised, or affected by a service or safety issue. Complete the website support form to receive a ticket number. Include the ride reference, the charge you are querying and a short explanation.
Support reviews the ride and payment records and may ask for relevant information, such as proof of payment. Submitting a request does not automatically approve a refund. You can ask Support to review its decision or provide further information through the same case. A genuine complaint, a repeated enquiry or an honest mistake is not itself fraud.
An approved refund may be returned through the original payment method or, where you choose it and applicable law allows, issued as Zylo Cash wallet credit. Tell Support your preferred method. The available method depends on how the charge was paid and the circumstances of the refund; Support will confirm the method and any applicable processing information. A pending card authorisation may need to be released rather than refunded.
Zylo Cash refund credit is for eligible Zylo rides and services in the app. It is not an automatic cash withdrawal. Wallet credit may be faster than a payment-provider refund, but no particular processing time is guaranteed here. You do not have to accept wallet credit instead of a monetary refund where the law entitles you to that refund.
Deliberately false claims or fabricated payment evidence may be investigated under our platform rules. Nothing in these refund terms limits a refund, price reduction or other remedy required by applicable consumer law, or prevents you from using a lawful complaint or dispute process.
6.3 Consumer rights
These Terms do not exclude, restrict or waive any right or remedy that you have under the Consumer Protection Act or other applicable South African law where that right or remedy cannot lawfully be excluded, restricted or waived.
7. Platform & legal terms
7.1 Intellectual property
The Zylo name, logos, software, designs, website, applications, content and other platform materials are owned by or licensed to Zylo and are protected by applicable intellectual property laws. Subject to these Terms, Zylo grants you a limited, personal, non-exclusive, non-transferable and revocable right to use the platform for its intended purpose.
You may not copy, reverse engineer, scrape, reproduce, modify, distribute, sell or commercially exploit the platform or its protected content except where Zylo or applicable law expressly permits it.
7.2 Third-party services
Some Zylo functionality may depend on or interact with third-party services such as payment processors, map and location providers, mobile operating systems and communications providers. Their own terms may apply to your direct use of those services.
7.3 Platform availability and changes
We aim to keep Zylo available and reliable, but we do not promise uninterrupted or error-free access. Maintenance, connectivity, device issues, third-party services, emergencies or other circumstances may affect availability.
Zylo may update, add, remove or change platform features from time to time. Where a change materially affects your contractual rights or obligations, we will provide notice where required by law.
7.4 Responsibility and limitation of liability
To the fullest extent permitted by applicable law, Zylo is not responsible for losses that are indirect, unforeseeable or not caused by a breach of an obligation for which Zylo is legally responsible. Nothing in these Terms excludes or limits liability where South African law does not permit that exclusion or limitation.
The nature and extent of any responsibility may depend on the facts of the particular matter, including the role performed by Zylo, the conduct of the parties and rights provided by law.
7.5 Your responsibility for misuse
You are responsible for losses or claims caused by your unlawful use of Zylo, your material breach of these Terms or your infringement of another person's rights, to the extent that the law permits responsibility to be placed on you.
7.6 Privacy
Zylo processes personal information in accordance with applicable data protection law. Our Privacy Policy explains what information we collect, why we process it, how it may be shared and the rights available to you. Our Privacy Policy is available atzylogo.app/privacy.
7.7 Changes to these Terms
We may update these Terms to reflect changes in law, regulation, safety requirements, our services or the operation of the Zylo platform. The current version is published on this page with its updated date. Where a change is material, we take reasonable steps to bring it to your attention where required.
7.8 Governing law
These Terms are governed by the laws of the Republic of South Africa. You may use Zylo's support and complaint channels to try to resolve an issue directly with us first, but doing so does not prevent you from exercising rights available through a court, regulator, ombud, consumer body or other lawful process.
7.9 General
If a provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law. A delay by Zylo in enforcing a right does not automatically mean that the right has been waived.
8. Contact
For ride, payment, account or safety assistance, complete the website support form. For general business enquiries, use the general enquiry form. Both forms create a case with a reference number for tracking.
Contracting entity: Zylo Technologies (Pty) Ltd.