Help

Ask an in-app agent, or chat on WhatsApp / email — we reply as soon as we can.

• How do I add a location without a map or GPS?

  Search for the place. If it’s missing, tap “Add missing location”. Enter a name (e.g. Sipho’s Farm), a description drivers will recognise (e.g. Next to the blue water tank), and the village. Pinning the map is optional — skip it if you have no signal. Everyone can then find that landmark when booking.

• Does Village Ride require GPS or a street address?

  Use both: tap the map (or GPS) to pin, and always describe a landmark (“green gate, next to the mango tree”). The map does not replace the landmark — drivers use both. Landmark text alone still works if GPS is weak. Saved Home/Work places also work offline from your phone cache.

• Where is the shop owner kitchen?

  It is not on the rider Home tabs. Register at /merchant/register, then open /merchant/dashboard. Add menu photos there. Sign in with the shop email — not your rider account.

• Who pays the 10% commission?

  The rider pays the fare (cash or card). The driver keeps 90%. Village Ride keeps 10% — on cash trips that 10% comes from the driver’s prepaid wallet when the trip completes, not as a shop invoice. Founding drivers also share a 2% city revenue pool at month-end.

• What if no drivers are online?

  We're preparing for end of September (~30 Sept 2026) with near-zero drivers — we do not claim full coverage yet. Soft ask: WhatsApp +27 63 621 3590 if you want a ride when we launch near you. Drivers can apply at /driver/join.

• How does my customer track the delivery?

  From your dashboard, tap Share trip link and send them /trip/[code]. No customer account needed.

• How do referrals work?

  Riders: open Account → share your VR code — get R50 when a friend completes their first ride. Shops: share /shop?ref=YOURCODE for partner referrals (R50).

• Are drivers verified?

  Yes. Drivers submit ID and vehicle photos and must be approved before going online. You can see name, photos, and star rating on assigned orders.

• How do cancellations and refunds work?

  Cancel within 2 minutes: full refund. After 2 minutes with a driver assigned, R 15 goes to the driver. Card (Yoco) refunds are done in the Yoco dashboard and can take 2–7 days. Tap Dispute on the trip — it WhatsApps Village Ride with the order code. Policy: /legal/cancellations.

• How do I message the driver or shop?

  We do not share phone numbers (POPIA). Tap Message driver / Message shop — it opens WhatsApp to Village Ride and we pass the message on.

• Need human support?

  WhatsApp +27 63 621 3590 or email ai@sandtonstreets.com. We reply as soon as we can.