Legal
Last updated: 23 June 2026 · Version 1.0
These Terms of Service govern your use of the Vya shuttle booking platform. By using Vya you agree to these terms. Please read them carefully. If something is unclear, contact us at legal@vya-gae.com.
By creating an account on or using the Vya platform (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use the Service.
These Terms apply to all users — passengers, drivers, and guests. Additional terms specific to drivers are set out in Section 8.
Vya is operated by Vya (Pty) Ltd ("Vya", "we", "us", "our"). We reserve the right to update these Terms at any time. We will notify you of material changes by email or in-app notice. Continued use after the effective date constitutes acceptance.
You must be at least 18 years old to use Vya. By using the Service you confirm that you are 18 or older.
Bookings for minors may be made by a parent or guardian who accepts full responsibility for the minor's travel.
You may only hold one account. Creating duplicate accounts to circumvent suspensions or restrictions is a violation of these Terms and will result in permanent ban.
You are responsible for keeping your account credentials confidential. You must notify us immediately at legal@vya-gae.com if you suspect unauthorised access.
You agree to provide accurate and current information when registering and to keep your profile up to date.
We may suspend or terminate your account if we have reason to believe your information is false, that you have violated these Terms, or that continued access poses a risk to other users.
Making a booking: Passengers select a trip, choose seats, provide pickup and drop-off addresses, and pay the displayed fare. A booking is confirmed once payment is received and a confirmation email is sent.
Cancellation by passenger: You may cancel a booking before the trip departs. Refund eligibility is determined by the driver's cancellation policy displayed at time of booking. Cancellations less than 4 hours before departure are generally non-refundable.
Cancellation by driver: If a driver cancels a confirmed trip, all affected passengers will be notified and receive a full refund within 3–5 business days.
No-show: If you do not arrive at the pickup point within 15 minutes of the agreed departure time without prior notice, the driver may depart and no refund will be issued.
Unpaid bookings: Bookings not paid within 30 minutes of creation are automatically cancelled and the seats are released.
All fares are displayed and charged in South African Rand (ZAR).
Payments are processed by a third-party payment gateway. Vya does not store your card details.
Prices may vary based on demand, time of booking, and other factors (dynamic pricing). The price shown at checkout is the price you will pay — it will not change after confirmation.
Vya deducts a service fee (the Queue Marshall Fee) from driver earnings. This fee is not charged separately to passengers.
In the event of a technical error resulting in an incorrect charge, contact us at legal@vya-gae.com within 7 days and we will investigate and correct the error.
Passengers agree to:
Be ready on time. Your pickup address and time are confirmed at booking. The driver will not wait more than 15 minutes.
Behave respectfully. Abusive, threatening, or discriminatory behaviour toward drivers or other passengers is grounds for immediate account termination.
Not bring prohibited items. Passengers may not carry illegal substances, unlicensed firearms, or hazardous materials.
Wear a seatbelt. South African law requires all vehicle occupants to wear seatbelts. Vya is not liable for injuries resulting from failure to comply.
Leave feedback. Reviews help maintain quality. Please rate your trip after completion — this keeps the driver community accountable.
Vya provides an in-app SOS button on active trip screens. Activating it shares your trip details and location with emergency services. Use this feature only in genuine emergencies.
Vya verifies driver identity and vehicle documents before approving driver accounts. However, Vya is a booking platform — we are not a transport operator. We strongly encourage passengers to:
- Confirm the vehicle registration matches the booking before boarding - Share their trip details with a trusted contact - Use the in-app messaging to communicate with their driver
Report any safety concerns to us immediately at legal@vya-gae.com.
In addition to all other sections of these Terms, drivers agree to the following:
Eligibility: Drivers must hold a valid South African driver's licence for the class of vehicle operated. All documents uploaded to Vya (licence, vehicle registration, roadworthy certificate) must be current and authentic.
Vehicle standards: Vehicles must be roadworthy, licensed, and insured. Vya may inspect vehicle documents at any time and suspend drivers with lapsed documentation.
Trip conduct: Drivers must not accept walk-in passengers on Vya-booked trips. All passengers must be booked through the platform.
Queue system: Drivers register for time slots through the queue system. A driver who claims a slot is responsible for that trip. Repeated no-shows or last-minute cancellations will result in account suspension.
Earnings: Vya pays out driver earnings by EFT to the bank account on file, less the Queue Marshall Fee, approximately 1 hour before scheduled departure. Payout timing may vary due to banking processing times.
Cancellation cutoff: Drivers must cancel at least 4 hours before departure if unable to operate a trip. Late cancellations without a valid reason may result in suspension.
Background checks: By registering as a driver you consent to Vya conducting background and document verification checks.
Vya is a technology platform that connects passengers and drivers. We are not a transport operator or carrier.
To the maximum extent permitted by South African law:
- Vya is not liable for any loss, injury, or damage arising from a trip booked through the platform - Vya is not liable for driver conduct, vehicle condition, or delays beyond our reasonable control - Vya's total liability to you for any claim arising under these Terms shall not exceed the fare paid for the trip giving rise to the claim
Nothing in these Terms excludes liability for death or personal injury caused by Vya's own negligence, or any other liability that cannot be excluded under the Consumer Protection Act 68 of 2008.
All content on the Vya platform — including the name, logo, design, and software — is owned by or licensed to Vya (Pty) Ltd. You may not copy, reproduce, or distribute any part of it without our written consent.
You retain ownership of any content you submit (such as reviews). By submitting content you grant Vya a non-exclusive, royalty-free licence to use it to operate and improve the Service.
If you have a dispute with a driver or another user, contact us at legal@vya-gae.com. We will investigate and attempt to mediate within 5 business days.
These Terms are governed by the laws of the Republic of South Africa. Any dispute that cannot be resolved informally shall be referred to the courts of South Africa, and you submit to the non-exclusive jurisdiction of those courts.
Passengers may also refer unresolved consumer disputes to the National Consumer Commission (NCC) at ncc.gov.za.
You may delete your account at any time from your profile settings. Deletion removes your personal information within 30 days, subject to our legal retention obligations (see our Privacy Policy).
We may suspend or terminate your access immediately if you violate these Terms, engage in fraudulent activity, or if we are required to do so by law.
On termination, any pending bookings will be cancelled and refunded where applicable.
For questions about these Terms:
Email: legal@vya-gae.com Website: vya-gae.com
For privacy-related matters, see our Privacy Policy at vya-gae.com/privacy-policy.