When plans
change.

1. About this policy

PING is a new app coming soon to South Africa. This policy preview explains how cancellations, fare questions and refunds are intended to work when bookings open. It covers passenger rides, scheduled rides where offered, and the additional delivery terms below.

No booking or payment is taken on this website. Your fare and any applicable cancellation charge will be displayed in the app before you confirm the relevant action. Policy updates will not retrospectively remove rights attached to an earlier booking.

2. Cancelling a passenger ride

Use the cancellation option in the app's active or upcoming trip details. Review the applicable charge before confirming. If an app fault prevents cancellation, contact PING as soon as possible at support@pingrides.xyz and retain the trip reference and time of your attempt.

• Before a Driver is assigned: cancellation does not attract a Driver cancellation fee. Any prepaid amount for a service not provided is refundable.
• After assignment and before pickup: a cancellation or no-show fee may apply only under the rules disclosed for that booking. The circumstances, notice, Driver progress, arrival and applicable waiting period must be considered. The full untravelled journey fare is not automatically due.
• No-show decisions: PING will review arrival and waiting records, the pickup location and relevant contact attempts. Customers can challenge an incorrectly applied fee.
• Scheduled rides: cancellation and rescheduling follow the rules disclosed for that booking. Rescheduling availability depends on the booking's dispatch stage; it is not a guarantee that a Driver will be found.

Any applicable cancellation fee and grace period will be displayed in the app. Review those details before confirming your booking or cancellation.

3. No Driver, service failure and safety

If no Driver is found, PING cancels before service, or the service cannot be provided for a reason attributable to the Driver or platform, the passenger is not charged for an unprovided ride. Any payment taken for that unprovided service, including its booking fee, is refundable.

A Driver cancellation does not by itself prove passenger fault. Unsafe pickup, vehicle or Driver mismatch, and other safety complaints require review before a disputed cancellation fee is retained. Applicable statutory protections remain in place.

Where section 17 of the Consumer Protection Act applies, cancellation charges must be reasonable. Its protection for a booking that cannot be honoured because of the death or hospitalisation of the person for whose benefit it was made will be respected.

4. Trips that end early and fare reviews

If a journey ends after service begins, the final amount depends on the verified service actually provided and the booking's disclosed rules. PING will review the trip record, route, waiting and relevant circumstances before deciding a disputed charge.

The full original estimate is not automatically payable for an incomplete journey. Any amount paid above the amount properly due is refundable. A “fare under review” label is not confirmation that a fare is paid or that a charge is owed. Quality-of-service remedies available under South African law remain available.

5. When a refund is due

• An incorrect or duplicate payment was collected.
• A payment was collected for an unprovided service covered by this policy.
• An agreed fare correction or cancellation-fee waiver creates an overpayment.
• A partial-service review establishes that the amount paid exceeds the amount properly due.
• A refund or other remedy is required by applicable consumer law.

A completed journey is not automatically refundable solely because the customer changes their mind. This does not restrict claims for an incorrect fare, deficient service, safety concerns or any legal remedy.

When a full refund is due for an unprovided ride, it includes the R5 booking fee. Card processing costs are not deducted from a passenger refund that is due under this policy or by law.

6. Refund method and timing

Card payments: where card payments are available, approved refunds will normally be returned through the original payment channel using the provider's supported refund process. PING will communicate the amount and reference. Provider or banking verification may be needed if the original route cannot be used.

Cash payments: cash is paid directly to the Driver. PING will investigate the receipt and arrange the appropriate return or repayment with the relevant parties when a refund is due. A cash refund is confirmed only when the money has been returned.

Timing: a refund request, a refund instruction and bank receipt are separate stages. After a refund has been processed, allow approximately 3–10 working days for it to reflect, depending on the payment method and bank. PING will provide an update if a refund is delayed, fails or needs further information.

A refund request or support decision does not mean the money has already been returned. PING will confirm the refund status and provide an update when the return is confirmed. Any mandatory legal timeframe takes precedence.

7. Requesting a review or refund

When the app launches, use the trip's Help or fare-review option, or email support@pingrides.xyz. You can also contact us there with questions before launch.

Provide your trip reference, booking date, amount and payment reference if available, a short description of the issue, and relevant evidence. Share only necessary information; a full card number, CVV, PIN, banking password or one-time banking code is never needed for a refund request.

PING will review the booking, payment and service records, explain its decision and the amount due, and give the next step for an approved refund. This policy does not impose a short claim deadline that removes a customer's legal rights.

8. Send/Receive delivery and returns

Send/Receive is being developed. If delivery is offered in your area, the following additional terms will be confirmed in the app before you book.

• The delivery price is fixed before pickup; the Booker selects the permitted sender or recipient payment option.
• Before parcel handover, any cancellation fee must be disclosed and reasonable. After handover, a custody and return process is required; cancelling the screen does not authorise abandoning a parcel.
• A recipient-caused failed delivery may incur a previously disclosed return-route fee, chargeable to the Booker only after verified return to pickup. No second R5 booking fee is added.
• For Driver breakdown under the agreed return process, the parcel is returned with proof, the original cash collected is refunded and no additional return fee is charged. The refund requires separate evidence of money returned.
• Lost or damaged items and disputed returns require a support review. These terms do not exclude rights or remedies required by law.

9. Your rights and escalation

This policy does not exclude or limit non-waivable rights under South African consumer law. Where the Consumer Protection Act applies, the rights relating to advance bookings, fair terms and quality service remain in effect.

You may ask PING to reconsider a decision with further evidence. You may also approach the relevant consumer authority, an ombud with jurisdiction, a court, your bank or payment provider as appropriate. Internal support review is not a condition that prevents you from exercising a legal right.

10. Contact and policy updates

For questions about this policy, a trip or a refund, email support@pingrides.xyz. PING Rides is being prepared for launch in South Africa, with an initial Gauteng pilot planned.

This policy preview was updated on 17 October 2026. Full business details, the effective launch policy and applicable fee settings will be published before public bookings open. Your statutory consumer rights remain protected.