Terms of Service

1. Who you are contracting with

Doskiiey Connect is a South African transport platform. You book a trip through our app or website, and we get you where you are going. When you book, your contract is with Doskiiey Connect — not with the driver, and not with anyone else.

We do not currently belong to a self-regulatory or accreditation body for e-hailing, and we do not subscribe to an industry code of conduct or an alternative dispute-resolution code. We say so plainly rather than leave you to guess. We are, of course, bound by South African law — including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002 — and by the dispute routes set out in section 14 below.

The software and infrastructure behind the platform are built and maintained by DiKarabo Technologies (Pty) Ltd, our technology partner. It is not a party to your booking and you do not contract with it.

2. Accepting these terms

You accept these terms when you create an account or book a trip. They apply to everyone who uses the platform: riders, parents and guardians who book scholar transport, and administrators who book on a corporate account. They are read together with our Refund & Cancellation Policy and our Privacy Policy, both of which form part of this agreement.

A booking becomes a contract when we confirm it — not when you request it. Before you confirm any booking you can see the full trip and the full price, change anything that is wrong, and back out without charge. Nothing is charged until you confirm.

3. What we sell

Doskiiey Connect operates in the road passenger transport industry. We provide the following services, and nothing else:

• On-demand rides. You request a ride, we match you with a nearby driver, and you are driven from your pick-up point to your destination. Priced on the distance and time of the trip, quoted before you confirm.
• Long-distance and airport shuttles. A seat booked in advance on a trip between cities, or to and from an airport, on a date and time you choose. A deposit confirms the seat; the balance is settled on completion.
• Scholar transport. A reserved seat for a learner on a school route — sold as a recurring monthly subscription, or as a once-off trip.
• Corporate accounts. Trips booked by an organisation for its people, billed to the organisation's account under a corporate agreement.
• University and institution shuttles. Residence shuttle routes funded by an institution and provided to its students at no charge to the rider.

We do not sell physical goods. Nothing is shipped, posted or couriered to you, so no delivery or courier charges ever arise.

4. What you pay

• The fare you are quoted is the price of the trip you booked. You see it before you confirm, and we do not quietly mark it up afterwards. Everything is priced and settled in South African Rand (ZAR); our merchant outlet country, at the time payment options are presented to you, is South Africa.
• A trip can cost more than its quote — but only for reasons you can see. We would rather list them than let you find one on your statement. They are:
  • waiting time beyond the free allowance;
  • an extra stop you ask for along the way;
  • extra luggage, or a child seat you request;
  • a trip that runs outside our normal operating area;
  • a toll we pay on your behalf, passed on at exactly what it cost us — no mark-up;
  • a cancellation or no-show fee, as set out in our Refund & Cancellation Policy;
  • cleaning or repair, if a rider damages a vehicle — and we show you the evidence first.
  Each one is shown to you before it is charged.
• At busy times a higher rate can apply. You see it before you confirm, and it is capped: a trip is never priced at more than twice the standard fare, no matter how busy it gets.
• If our published rates change, the change applies to future bookings, never to one you have already made. The price that applies to your trip is the price you were quoted.

5. Paying, and how we keep your card safe

• How you can pay. By Visa and Mastercard, and by the other methods offered in the app at the time you book.
• Who processes the payment. Card transactions are acquired for Doskiiey Connect via Payfast, an approved payment gateway for South African acquiring banks. Your card details are entered into the payment provider's secure environment.
• We never store your card number. No card details are stored on our website or on our servers. Card data is transmitted over an encrypted (TLS) connection to the payment provider, which is responsible for processing it securely.
• Your customer details are stored separately from any payment data, and are handled as set out in our Privacy Policy.
• We will never ask you for your card number — not by email, not by phone, not to process a refund. If someone claiming to be us asks you for it, it is not us.

6. How a booking is confirmed, and when we deliver

We sell a service, not a parcel, so "delivery" means performing your trip.

• Confirmation is immediate. When your booking is accepted you receive a booking confirmation with a reference in the app, and by email. That reference is your proof of booking.
• On-demand rides are performed immediately — a driver is matched and arrives at your pick-up point, with an arrival estimate shown to you in the app.
• Pre-booked trips — shuttles, airport transfers and scholar trips — are performed on the date and at the time you selected when booking.
• If we are running late, we tell you as soon as we know. You are entitled to notice of an unavoidable delay, and you get it.
• If we cannot perform the trip at all — no vehicle, no driver, or the service is unavailable — we tell you immediately and refund you in full, well within 30 days. You are never left with a charge for a trip that did not happen.

7. Cancellations and refunds

Our Refund & Cancellation Policy sets this out in full, service by service, and forms part of these terms. In summary:

• You may cancel an advance booking at any time. Depending on how much notice you give, a reasonable cancellation charge may apply — and the charge falls as your notice rises.
• We do not charge an administration fee on a cancellation or a refund. The only amount ever withheld is the cancellation charge stated in the Refund & Cancellation Policy. There is no separate admin fee on top of it, and none is deducted from a refund.
• No cancellation fee is ever charged where the booking cannot be honoured because of the death or hospitalisation of the person the booking was made for.
• Refunds go back to the way you paid, through our payment provider, and typically reflect within 5 to 10 business days.
• If the service falls short of the standard you are generally entitled to expect, section 54 of the Consumer Protection Act lets you choose: we put it right, or we refund a reasonable portion of what you paid.

8. Subscriptions

• Scholar transport is sold month to month. The minimum duration is one month, and it renews each month until you cancel it. We do not lock you into a long fixed term.
• You may cancel at any time on 20 business days' notice — the notice period section 14 of the Consumer Protection Act sets for a fixed-term agreement. We do not argue about whether a month-to-month subscription is one: you get that right from us either way, and we will never demand more notice than it.
• We give you notice before any price change, and you may cancel rather than accept it.
• To stop a subscription, cancel it with us. Withdrawing the payment authorisation at your bank stops the money but does not end the agreement — cancelling with us does both.

9. Your statutory cancellation rights

The Electronic Communications and Transactions Act gives consumers a seven-day cooling-off right on many things bought online. It does not apply to booked transport: the Act expressly excludes transport services that the supplier undertakes to provide on a specific date or within a specific period. A trip you have booked is exactly that.

Your cancellation rights instead come from the Consumer Protection Act, and they are set out service by service in our Refund & Cancellation Policy. In practice they serve you better than a cooling-off period would.

These rights cannot be signed away. Nothing in these terms excludes or limits a right the Consumer Protection Act or the Electronic Communications and Transactions Act gives you, and any term that purported to do so would be void.

10. Your account

• You must be 18 or older to hold an account and to book.
• A parent or legal guardian books scholar transport for a learner and is the account holder.
• Keep your sign-in details to yourself, and tell us straight away if you think someone else has access to your account.
• Give us accurate information — a wrong pick-up address, or a learner detail we do not have, is how trips go wrong.
• We may suspend an account for non-payment, or for conduct that endangers a driver or another rider. Where we do, we tell you why.

11. Riding with us

• Wear your seatbelt. It is the law, and it is the single thing most likely to save your life.
• No smoking, and nothing unlawful, in the vehicle.
• Treat your driver decently. We hold drivers to the same standard toward you, and we act when they fall short of it.
• If a rider damages or badly soils a vehicle, a cleaning or repair charge may apply. We will show you the evidence and give you a chance to respond before anything is charged.
• Tell us about a child's car-seat needs, a disability, or an assistance animal when you book, so we send a vehicle that can carry you properly.

12. Our drivers — what we check

We would rather tell you exactly what we do than imply a level of vetting we do not perform. So, plainly — before a driver carries a rider we record and check:

• their identity number and their driving-licence number;
• their Professional Driving Permit and its expiry date — this one is enforced by the platform itself: a driver whose permit has expired cannot be dispatched, and comes off the road automatically;
• the vehicle assigned to them, by registration;
• their status on the platform, which we can suspend at any time.

Being straight with you about the limit of that: those details are captured and checked by our team — we do not today collect and forensically verify identity documents against a government register. We are not going to describe that as more than it is. Building out document verification is work we are doing, and we would rather tell you where we stand than let you assume something we have not earned.

If a driver behaves in a way that worries you, report it — in the app, or to support@doskiieyconnect.co.za. We investigate every report, and we will tell you what came of yours.

13. What we are responsible for

Doskiiey Connect takes responsibility for the transaction — for the service sold on this platform, for customer support, for resolving disputes, and for delivering the trip you paid for. We do not pass that responsibility to the driver, and we do not hide behind the fact that a trip is driven by someone else.

14. Complaints, disputes and the law that applies

Bring it to us first — email support@doskiieyconnect.co.za. Most complaints are a missing detail, and we would rather fix it than have you fight for it. Tell us about an incorrect charge within 30 days so we can check it against a fresh trip record.

If we cannot resolve it between us, you may take it to:

• the National Consumer Commission, or your provincial consumer affairs office;
• the Consumer Affairs Committee, for a complaint about our compliance with the Electronic Communications and Transactions Act;
• your bank or card provider, through their dispute process;
• a South African court of competent jurisdiction.

These terms are governed by the law of South Africa, which is also Doskiiey Connect's country of domicile.

15. Where we operate

Doskiiey Connect sells transport within the Republic of South Africa, to riders in South Africa. We do not offer trips outside the country.

16. Your record of the transaction

Every trip generates a receipt, and every corporate account a monthly statement. Your booking history, receipts and these terms are available in the app for as long as you hold an account, and you can save, print or download them at any time. If you need a copy of something after closing your account, ask us and we will provide it.

17. Your personal information

We handle your personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA). What we collect, why, how long we keep it, who we share it with and the rights you have over it are all set out in our Privacy Policy, which forms part of these terms. Our Cookie Policy covers what this website stores in your browser.

We send you the messages a trip requires — a booking confirmation, a driver arriving, a receipt. Marketing is a separate thing: we send it only if you opt in, every message carries an unsubscribe, and we stop the moment you ask.

18. Changes to these terms

We may change these terms as our services change — but not behind your back. We will publish the change here and update the Last updated date, and where a change materially affects you we will tell you before it takes effect, so that you can cancel instead of accepting it if you would rather.

The terms that apply to a booking are the ones published when you made it. We do not change the rules of a trip you have already paid for.

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