Terms of Service

1. Acceptance of Terms

By downloading, installing, or using the MiRide mobile application or website (together, the "Platform"), you agree to be bound by these Terms of Service ("Terms") and all policies incorporated by reference, including our Privacy Policy, Refund Policy, and Cookie Policy.

If you do not agree to these Terms in their entirety, you must not use the Platform. Your continued use of the Platform following any update to these Terms constitutes your acceptance of the revised Terms.

These Terms constitute a legally binding agreement between you and MiRide Technology (Private) Limited ("we", "us", or "MiRide"). They apply to all visitors, registered users, riders, drivers, delivery senders, and couriers.

2. Who We Are

MiRide Technology (Private) Limited is a private limited company incorporated and registered in Zimbabwe. We operate the MiRide ride hailing and package delivery platform.

For the purposes of applicable data protection law, MiRide Technology (Private) Limited is the data controller in respect of personal information collected through the Platform. Our registered office is at:

General enquiries: [email protected]
Support: [email protected]

3. Eligibility

To create an account and use the Platform, you must:

• Be at least 18 years of age. The Platform is not intended for persons under 18, and we do not knowingly collect personal information from minors.
• Have the legal capacity to enter into a binding contract under the laws of Zimbabwe.
• Not be prohibited from using our services under any applicable law.
• Maintain only one personal account. Account sharing, transfer, or sale to another person is not permitted.
• Provide accurate, current, and complete information at registration and keep it up to date.

We may introduce location-based restrictions from time to time. Services are currently available within Zimbabwe. Accessing the Platform from outside our operating areas may result in limited or unavailable functionality.

4. Services Description

MiRide is a technology platform that connects riders with drivers and senders with couriers. We do not ourselves provide transportation or delivery services; we facilitate connections between independent users. The following services are available through the Platform:

4.1 Ride Hailing

Riders may request trips from registered, fully verified drivers across vehicle categories including economy, comfort, and premium. A fare estimate is displayed before the rider confirms a booking. Actual fares may vary based on route changes, traffic conditions, or a surge multiplier that applies during periods of high demand.

4.2 Package Delivery

Senders may book couriers — walking, motorcycle, or car — to transport packages within our operating areas. Senders are responsible for ensuring that packages comply with all applicable laws, are correctly described to the courier, and do not contain prohibited items (see Section 12). MiRide is not liable for the contents of packages.

4.3 MiRide Wallet

The MiRide Wallet, built into the app, allows users to hold a balance for use as payment on the Platform. Wallet balances are not transferable between accounts, are not redeemable for cash except as provided in our Refund Policy, and do not attract interest. Drivers and couriers may receive earnings to their Wallet and request payouts via supported methods.

4.4 Platform Role

MiRide Technology (Private) Limited acts solely as a technology intermediary. Trips and deliveries are provided by independent drivers and couriers, not by MiRide Technology (Private) Limited. We do not control, and are not responsible for, the acts or omissions of drivers and couriers, except to the extent expressly stated in these Terms.

5. Account Registration and Security

To access the Platform's full features, you must register for an account. You agree to:

• Provide your legal name, a valid mobile phone number, and any other information we require at registration.
• Keep your account credentials — including your password and any OTP codes — strictly confidential and not share them with any third party.
• Notify us immediately at [email protected] if you suspect unauthorised access to your account.
• Accept responsibility for all activity that occurs under your account, whether or not authorised by you.
• Not create an account on behalf of another person unless you have their explicit written authority.

We use phone-number-based OTP authentication to verify your identity at registration and at key security events. You must have access to the phone number associated with your account.

We reserve the right to refuse registration, or to cancel an existing account, where we have reason to believe that the information provided is false, inaccurate, or in breach of these Terms.

6. Rider Obligations

As a rider using the MiRide Platform, you agree to:

• Be at the nominated pickup location at the agreed time and be ready to board promptly.
• Treat drivers with respect. Verbal abuse, threats, or physical aggression towards a driver are grounds for immediate account suspension.
• Not request that the driver deviate from road traffic laws, including speeding or stopping in prohibited areas.
• Not exceed the stated passenger capacity of the vehicle.
• Not consume food, beverages, or any substance in the vehicle without the driver's express consent.
• Not carry or transport any illegal substance, weapon, or prohibited item during a trip.
• Pay the agreed fare in full, using a payment method accepted on the Platform.
• Provide an honest rating after each completed trip.
• Use the SOS and safety features in the app rather than taking unilateral actions that could endanger yourself or the driver.

Where a rider uses the female driver only preference, they acknowledge that MiRide will make reasonable efforts to match them with a verified female driver but cannot guarantee availability at all times.

7. Driver and Courier Obligations

7.1 KYC Requirements

Before going live on the Platform, every driver and courier must submit — and have approved — the following documents:

• Valid National ID
• Valid Driver's Licence (appropriate class for the vehicle operated)
• Vehicle Registration certificate
• Valid Vehicle Insurance
• Clear profile photograph

Submitting false, altered, or borrowed documents is a criminal offence and will result in permanent ban from the Platform, in addition to referral to law enforcement authorities.

7.2 Vehicle Standards

Drivers must keep their vehicle in a roadworthy condition at all times. The vehicle presented to riders must match the vehicle registered on the Platform. Using a different, unregistered vehicle for MiRide trips is prohibited.

7.3 Conduct and Service Standards

Drivers and couriers agree to:

• Comply with all applicable road traffic and transport laws.
• Maintain a professional standard of conduct and dress.
• Verify the night time ride PIN with the rider before commencing a trip, when prompted by the Platform.
• Not consume alcohol or any controlled substance before or during a trip or delivery.
• Not smoke in the vehicle without the rider's explicit consent.
• Treat all riders, senders, and recipients with courtesy regardless of their background, gender, nationality, or religion.
• Not record riders or recipients without their knowledge and consent, except where required by law.
• Follow the navigation route shown in the app; material deviations that are not consented to by the rider may be flagged by our route deviation detection system.
• Keep the vehicle clean and free of offensive materials.

7.4 Independent Contractor Status

Drivers and couriers on the MiRide Platform are independent contractors, not employees or agents of MiRide Technology (Private) Limited. Nothing in these Terms creates a partnership, joint venture, or employment relationship. Drivers and couriers are solely responsible for their own taxes, insurance, and compliance with applicable labour and transport regulations.

8. Fares, Pricing, and Payment

8.1 Fare Estimates

An estimated fare is displayed to the rider before a booking is confirmed. This estimate is based on the expected distance, time, and current pricing parameters. The final fare may differ from the estimate if the route changes or if surge pricing applies.

8.2 Fare Negotiation

The Platform supports fare negotiation between riders and drivers, up to a maximum of three rounds. Once both parties agree on a fare ("Agreed Fare"), that amount governs the trip and neither party may unilaterally change it after the trip commences.

8.3 Surge Pricing

During periods of high demand, a surge multiplier may be applied to the base fare. The applicable multiplier is disclosed to riders before they confirm a booking. By confirming the booking, riders accept the adjusted fare.

8.4 First Ride Discount

Promotional discounts, including first ride discounts, are offered at MiRide's discretion, are subject to separate terms communicated at the time of the offer, and cannot be combined with other promotions unless expressly stated.

8.5 Payment Methods for Rides and Deliveries

Services rendered through the Platform (rides and deliveries) may be paid for using two methods only:

• MiRide Wallet — your balance held in the app, funded by top ups or earnings. Where your Wallet balance is sufficient to cover the fare, the Wallet is selected as the default payment method automatically.
• Cash — paid directly to the driver or courier at the end of the trip or delivery. Cash is used where your Wallet balance is insufficient to cover the fare.

No other payment method may be used to pay for a ride or delivery directly. All other electronic payment methods supported on the Platform are available exclusively for topping up your MiRide Wallet (see Section 8.5.1 below).

8.5.1 Wallet Top Up Methods

You may fund your MiRide Wallet using any of the following methods via Paynow, our third party payment gateway:

• EcoCash
• InnBucks
• Visa (card payments via Paynow)
• Mastercard (card payments via Paynow)
• ZimSwitch

Top up funds are credited to your Wallet balance and may then be used to pay for rides and deliveries.

8.6 Driver and Courier Payouts

Earnings are credited to a driver's or courier's MiRide Wallet after trip or delivery completion. Payouts from the Wallet to an external account are processed via EcoCash only, subject to minimum payout thresholds and processing times communicated within the Platform. MiRide Technology (Private) Limited reserves the right to withhold payouts pending investigation of a dispute or suspected fraud.

9. Cancellations and Cancellation Fees

Either party may cancel a booking before the trip or delivery commences. Cancellation fees may apply as follows:

• Free cancellation window: Cancellations made within the free window communicated in the Platform at the time of booking will not incur a fee.
• Late cancellations by rider or sender: Where a rider or sender cancels after the free window has elapsed, a cancellation fee may be charged to compensate the driver or courier for time and fuel already expended.
• Driver or courier cancellations: Frequent or unjustified cancellations by drivers or couriers may result in rating penalties, reduced platform access, or account suspension.
• No-show: If a rider or sender fails to appear at the pickup location within a reasonable wait time, the driver or courier may cancel and a no-show fee may apply.

The applicable cancellation fee amounts are displayed in the Platform at the time of cancellation and are subject to change. Cancellation fees are final except where a cancellation is due to a fault on the part of MiRide or a verified safety concern.

10. Ratings and Reviews

After each completed trip or delivery, both parties are invited to rate one another on a scale of 1 to 5 stars. Riders also rate vehicle cleanliness. Couriers and senders may similarly rate each other after a completed delivery.

Ratings are aggregated and displayed to other users to assist with matching decisions. You agree to:

• Submit only honest, genuine ratings based on your actual experience of the trip or delivery.
• Not submit ratings intended to manipulate, harm, or coerce another user.
• Not offer or solicit anything of value in exchange for a particular rating.

MiRide reserves the right to remove ratings that violate these Terms or appear to have been submitted in bad faith. Persistent submission of fraudulent ratings may result in account suspension.

11. Safety Rules

Safety is central to MiRide. The Platform includes the following safety features, which all users must use responsibly:

11.1 Night Time PIN Verification

For trips that begin or end during designated night time hours, the rider will be issued a 4-digit PIN. The driver must verify this PIN with the rider before the trip commences. Riders must not share their PIN with anyone other than the driver immediately before boarding.

11.2 SOS Button

The SOS button in the Platform contacts emergency services and notifies the user's registered emergency contact. Where the user has provided consent in their safety preferences, the SOS feature may trigger audio recording of the surroundings. Audio recordings are retained for 90 days and then automatically deleted. By enabling this feature, you consent to audio recording of your surroundings during an active SOS event.

11.3 Emergency Contact Auto Notification

When an SOS event is triggered, the user's registered emergency contacts are automatically notified with the user's last known location. Users should keep their emergency contact details current.

11.4 Trip Sharing

Riders may share a live trip link with trusted contacts. The link discloses the driver's name, phone number, vehicle details, and live location. By sharing a trip link, the rider accepts responsibility for the use of that information by recipients.

11.5 Route Deviation Detection

The Platform monitors active trips for material deviations from the expected route. Detected deviations may trigger alerts in the app to the rider. Users should use the safety tools in the app rather than taking unilateral actions that could create additional risk.

11.6 Blocking

Riders may block specific drivers, and drivers may block specific riders, through the Platform. A block prevents future matching between those users. MiRide may remove a block if it is found to have been applied in bad faith.

12. Prohibited Conduct

The following conduct is strictly prohibited on the MiRide Platform. Breach of this section may result in immediate account suspension, permanent ban, and referral to law enforcement authorities:

• Account misuse: Sharing, selling, transferring, or impersonating another user's account.
• Fraud or misrepresentation: Providing false personal information, submitting fraudulent documents, or making dishonest claims to obtain refunds or fare adjustments.
• Harassment and abuse: Threatening, harassing, discriminating against, or engaging in physical or verbal aggression towards any user, driver, courier, or MiRide employee.
• Illegal requests: Instructing or pressuring a driver or courier to break traffic laws, carry illegal items, or act in any unlawful manner.
• Prohibited items: Using the Platform to transport illegal drugs, unlicensed firearms, stolen goods, or any other item prohibited by Zimbabwean law.
• Manipulation of the Platform: Using automated scripts, bots, or other means to manipulate fares, ratings, trip data, or matching.
• Unauthorised commercial use: Using the Platform for any commercial purpose not expressly authorised by MiRide Technology (Private) Limited, including reselling trips or deliveries.
• Reverse engineering: Attempting to decompile, disassemble, or derive the source code of the MiRide application or API.
• Interference: Uploading malware, conducting denial of service attacks, or otherwise interfering with the Platform's infrastructure.
• Minors: Allowing or facilitating a person under 18 to use the Platform in violation of Section 3.

13. Intellectual Property

All intellectual property rights in the MiRide Platform — including the mobile application, website, software, algorithms, brand name, logo, trademarks, trade dress, content, and documentation — are owned by or licensed to MiRide Technology (Private) Limited.

Subject to your compliance with these Terms, MiRide Technology (Private) Limited grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your personal, non-commercial use.

You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any material from the Platform without our prior written consent, except for personal use as permitted by applicable law.

User-generated content (including ratings, reviews, and trip data) that you submit to the Platform grants MiRide Technology (Private) Limited a worldwide, royalty-free, perpetual, irrevocable licence to use, reproduce, adapt, and display such content for purposes related to operating and improving the Platform.

14. Limitation of Liability

To the fullest extent permitted by the laws of Zimbabwe:

• MiRide Technology (Private) Limited provides the Platform on an "as is" and "as available" basis. We make no warranties, express or implied, as to the fitness of the Platform for any particular purpose, its uninterrupted availability, or the accuracy of any information on it.
• MiRide Technology (Private) Limited is not liable for the acts, omissions, or conduct of independent drivers or couriers, or for any loss, damage, injury, or death arising from a trip or delivery, except to the extent caused directly by our proven negligence.
• MiRide Technology (Private) Limited's total cumulative liability to any user in respect of any claim arising under or in connection with these Terms shall not exceed the total amount of fares paid by that user in the three-month period immediately preceding the event giving rise to the claim.
• MiRide Technology (Private) Limited is not liable for any indirect, incidental, special, consequential, or punitive loss, including lost profits, data loss, or reputational damage, even if we have been advised of the possibility of such losses.

Nothing in these Terms limits or excludes MiRide Technology (Private) Limited's liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

15. Disputes and Refunds

15.1 In-App Dispute System

The Platform includes a dispute resolution system. Users may raise disputes under the following categories:

• Fare disputes — where the charged fare differs materially from the agreed or estimated fare.
• Driver or courier conduct disputes — where a driver or courier has breached these Terms or behaved unprofessionally.
• Safety disputes — where a safety incident has occurred during a trip or delivery.
• Other disputes — for any issue not captured by the above categories.

We aim to review all disputes within 2 business days and to communicate our decision to all parties. Our decision on disputes shall be final, subject to your right to refer the matter to a competent court as set out in Section 18.

15.2 Refunds

Refunds may be issued at MiRide's discretion where: (a) a trip or delivery was not completed due to driver or courier fault; (b) a fare overcharge has been confirmed; or (c) fraud has been established. Refunds are subject to our Refund Policy. Refunds are credited to the original payment method or to the user's MiRide Wallet, as determined by MiRide Technology (Private) Limited.

15.3 Refund Override

In exceptional circumstances, MiRide support staff may process a manual refund override request on behalf of a user. Such overrides are processed at the absolute discretion of MiRide Technology (Private) Limited and do not set a precedent for future claims.

16. Account Suspension and Termination

16.1 By MiRide

MiRide Technology (Private) Limited may suspend or permanently ban any account at any time and without prior notice where:

• We reasonably suspect a breach of these Terms or any applicable law.
• We receive a credible safety complaint against the account holder.
• A driver's or courier's KYC documents expire and are not renewed.
• Fraudulent activity is detected on or through the account.
• We are required to do so by a court order, regulator, or law-enforcement authority.

Suspended users will be notified by a message in the app or email where practicable. Users may appeal a suspension by contacting [email protected]. We will review appeals within 5 business days.

16.2 By the User

You may close your account at any time by submitting an account deletion request through the Platform. We will process the request in accordance with our Privacy Policy and applicable data protection law. Any outstanding balance in your MiRide Wallet at the time of deletion will be subject to our Refund Policy.

16.3 Effect of Termination

Upon termination or suspension, your licence to use the Platform ceases immediately. Provisions of these Terms that by their nature should survive termination — including intellectual property, limitation of liability, and governing law — will remain in effect.

17. Changes to These Terms

MiRide Technology (Private) Limited reserves the right to amend these Terms at any time. Where we make a material change, we will notify registered users by notification in the app, push notification, or email at least 14 days before the change takes effect, unless a shorter period is necessary for legal or regulatory compliance reasons.

The "Last updated" date at the top of this page will always reflect the date of the most recent revision. Archived versions of these Terms are available on request by emailing [email protected].

If you do not accept the revised Terms, you must stop using the Platform and may request account deletion before the revised Terms come into force. Continued use after the effective date of any revision constitutes your acceptance of that revision.

18. Governing Law and Dispute Resolution

These Terms are governed by and shall be construed in accordance with the laws of the Republic of Zimbabwe. The courts of Zimbabwe shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms, except as set out below.

Before commencing any court proceedings, both parties agree to attempt in good faith to resolve any dispute through MiRide's dispute system in the app (Section 15) and, if that fails, through direct negotiation for a period of at least 30 days.

If a dispute cannot be resolved through the above process, it may be referred to the competent courts of Harare, Zimbabwe. Nothing in this section prevents either party from seeking urgent injunctive or other equitable relief from a court of competent jurisdiction.

19. Contact

If you have any questions about these Terms, or wish to make a complaint or appeal, please contact us: