Terms & Conditions
Legal agreement governing your use of Matasaa services
Last Updated: February 2026 | Effective: February 2026
Important Legal Notice
These Terms & Conditions constitute a legally binding agreement between you and Matasaa. By using our platform, you agree to all terms outlined below. If you do not understand or agree with these terms, please do not use Matasaa. We recommend reading this entire document carefully.
Acceptance of Terms
By accessing and using the Matasaa platform (website, mobile app, or services), you agree to be bound by these Terms and Conditions. If you do not agree to these terms, please do not use our services. Matasaa reserves the right to modify these terms at any time. Your continued use constitutes acceptance of updated terms.
Service Description
What We Offer
Matasaa provides a pre-booked, professional ride-sharing platform connecting riders with verified drivers. We offer multiple service tiers (Standard, Comfort, XL, Select) with transparent pricing based on distance and time.
Independent Contractor
Drivers are independent contractors, not Matasaa employees. While we vet and monitor drivers, we are not liable for driver conduct beyond our direct control. Riders use the platform at their own risk.
Service Limitations
Matasaa operates in Cape Town and surrounding areas. Services are subject to availability, demand, and operational constraints. We reserve the right to suspend or cancel service in any area.
Rider Terms
Account Creation
Riders must be at least 18 years old and provide accurate, current information. You are responsible for maintaining account security and any activity under your account.
Booking & Cancellation
Bookings are confirmed in advance with a minimum lead time of 45 minutes. The booking fee is paid online at the time of confirmation and is non-refundable in all circumstances. Riders may choose to pay the trip fare by cash or card. If paid online by card, the trip fare is subject to the refund and credit terms below. If paid by cash, no trip fare is collected in advance. Before driver acceptance: free — the request simply expires or is withdrawn. After acceptance but before the booking fee is paid: free — the rider must complete payment within 5 minutes or the match expires. Grace period: cancellations within 5 minutes are fully refunded in cash for any pre-paid trip fare (card only); the booking fee remains non-refundable. More than 2.5 hours before pickup: a cancellation fee equal to the booking fee is charged, and if the trip fare was pre-paid by card riders may apply for a refund of that fare. Within 2.5 hours of pickup: no cash refund of a pre-paid trip fare — account credit is issued instead (card payments); cash-paying riders are only affected by the cancellation fee. No-shows: a pre-paid trip fare (card) is forfeited; cash-paying riders are not charged a trip fare, but the cancellation fee still applies.
Changing a Booked Trip
More than 45 minutes before pickup: full self-service editing of the pickup time in My Bookings — no cancel and rebook needed. The fare is recalculated instantly if the change affects distance or demand pricing, and any difference is settled before the change takes effect. Travelling on a different day is a new trip: cancel the existing booking and book again. Within 45 minutes of pickup: editing is locked on the website. Riders can contact their assigned driver directly (once matched) to request minor adjustments, but changes are not guaranteed and may incur a waiting or adjustment fee. Driver already en route or arrived: no edits — the rider must cancel (a cancellation fee may apply per the standard cancellation tiers) and request a new trip. No-shows: if the rider is not at the pickup point after the driver has waited the standard grace period, the trip is marked a no-show and charged in full.
Driver Non-Fulfillment
If a driver accepts a trip request but fails to fulfill it — including failure to arrive, late cancellation by the driver, or loss of contact — the rider will be notified as soon as the failure is identified, and the system will attempt to reassign the trip to another available driver where possible. If reassignment is not possible, or the rider chooses not to proceed, a full refund of the trip fare and booking fee is automatically submitted to the rider's original payment method, with no cancellation fee applied.
Refund Policy
Refund applications are reviewed within 7–21 business days, though processing times may be shorter or longer depending on the complexity of the request. Once approved and verified, refunds are processed back to the original form of payment only. Riders will receive an email notification confirming the outcome. The booking fee is excluded from all refunds. To submit a refund query, contact us at info@matasaa.co.za with your booking reference number.
Payment
Payment must be completed before or during the ride. Accepted methods: debit card, credit card, and cash. Prices are calculated based on distance and time. Promotional codes apply as stated.
Conduct
Riders must treat drivers with respect, follow traffic laws, and not engage in illegal activities. Riders are prohibited from: eating/drinking (except water), smoking, using offensive language, or property damage.
Liability
Riders assume all risk of injury or property damage during rides. Matasaa provides insurance coverage as required by law. Riders release Matasaa from liability except in cases of gross negligence.
Driver Terms
Eligibility
Drivers must be at least 23 years old, hold a valid South African Driver's License and Professional Driving Permit (PrDP), have a clean driving record (no suspended licenses or serious violations), and have valid vehicle registration and comprehensive insurance.
Vehicle Requirements
Vehicles must be roadworthy, registered, insured for commercial use, maximum 12 years old for Standard service (5 years for Comfort/Select), and pass periodic safety inspections.
Conduct Standards
Drivers must: maintain professional behavior, keep vehicles clean, respect passenger privacy, follow traffic laws, and refuse service to intoxicated or abusive passengers. Violations may result in account suspension or termination.
Earnings & Payments
Drivers receive 91.01% of trip fares (8.99% Matasaa commission) after their first 8 free trips. Payments are made bi-weekly via bank transfer. Drivers are responsible for all vehicle expenses (fuel, maintenance, insurance).
Responsibilities
Drivers are independent contractors responsible for: vehicle maintenance, fuel, insurance, taxes, and fuel payments. Matasaa provides no benefits (health insurance, retirement, paid leave).
Termination
Matasaa may suspend or terminate driver accounts for: safety violations, poor ratings (below 4.2 stars), vehicle condition issues, cancellation patterns, or code of conduct violations.
User Obligations
Accurate Information
All information provided during registration and use must be accurate, current, and complete. You assume all responsibility for the truthfulness of your information.
Illegal Activity
Users may not use Matasaa for illegal activities, including trafficking, smuggling, or transportation of prohibited items. Matasaa will cooperate with law enforcement investigations.
Platform Misuse
Prohibited: hacking, automated access, harassment, fraud, false reviews, or attempts to circumvent payments. Violators will be permanently banned.
Intellectual Property
All content on the Matasaa platform (app, website, branding, logos) is owned by Matasaa or its licensors. You may not reproduce, distribute, or modify content without permission.
Limitation of Liability
As-Is Service
Matasaa provides services "AS IS" without warranties of any kind, express or implied. We do not guarantee: uninterrupted service, error-free operations, or specific results.
Excluded Damages
Matasaa is NOT liable for: indirect, incidental, consequential, special, or punitive damages; loss of profits, data, or revenue; personal injury; property damage; or vehicle damage.
Maximum Liability
Matasaa's total liability for any claim shall not exceed the amount paid by the user in the 12 months preceding the claim.
Third-Party Services
Matasaa is not liable for third-party services (payment processors, mapping apps, insurance providers). Their terms of service apply independently.
Driver Conduct
While Matasaa vets drivers, we are not liable for driver misconduct, accidents, or violations. Riders should report concerning behavior immediately.
Indemnification
Your Indemnity
You agree to indemnify, defend, and hold harmless Matasaa, its officers, employees, and agents from any claims, damages, losses, or costs arising from: your use of the platform, violation of these terms, your conduct, or claims by third parties.
Dispute Resolution
Informal Resolution
For disputes, first contact our support team at info@matasaa.co.za. We will attempt to resolve issues within 30 days.
Mediation
If unresolved, parties may pursue mediation with a neutral third-party mediator. Costs are shared equally.
Jurisdiction
These terms are governed by South African law. Any legal action must be brought in the courts of South Africa (Western Cape jurisdiction).
Arbitration
For amounts under R50,000, parties may submit to binding arbitration instead of court proceedings.
Insurance
Driver Insurance
Drivers are required to maintain comprehensive vehicle insurance covering commercial use and passenger liability. Drivers' personal insurance policies are primary for all claims.
Matasaa Insurance
Matasaa will maintain appropriate insurance coverage as required by applicable South African law.
Claims
For accident claims, report immediately by contacting support. Provide photos, witness info, and police report (if required). Insurance claim processes may take 30-60 days.
Safety & Emergency
Emergency Procedures
In case of an emergency, call emergency services (10111) immediately. Then contact Matasaa support as soon as possible at +27 69 936 2645 or via WhatsApp.
Reporting Issues
Report safety concerns, harassment, or misconduct within 24 hours by contacting support via phone, email, or WhatsApp. We investigate all reports and take appropriate action.
Safety Reviews
Matasaa will review ratings and reported behaviour for safety purposes. We may suspend or terminate accounts showing concerning patterns.
Account Termination
Termination by User
Users may delete their account at any time through app settings. Outstanding balances must be settled. Account deletion is permanent.
Termination by Matasaa
Matasaa may suspend or terminate accounts for: violation of terms, safety concerns, fraud, illegal activity, or policy violations. Termination is at Matasaa's sole discretion.
Effect of Termination
Upon termination, you lose access to the platform. Outstanding payments remain due. Matasaa retains the right to retain data as required by law.
Miscellaneous
Entire Agreement
These Terms & Conditions, along with our Privacy Policy, constitute the entire agreement between you and Matasaa regarding your use of the platform.
Severability
If any part of these terms is found invalid or unenforceable, that part will be severed, and the remaining terms will continue in full force.
Waiver
Matasaa's failure to enforce any term does not constitute a waiver of that right. We reserve all legal remedies.
Assignment
You may not assign or transfer your account to any other person without written consent from Matasaa.
Survival
Terms that by their nature should survive termination (liability, indemnification, intellectual property) will continue after your account termination.
Questions About These Terms?
If you have any questions or concerns about these Terms & Conditions, please contact our legal team:
These Terms & Conditions are governed by and interpreted in accordance with the laws of South Africa.
Matasaa reserves the right to update these terms. Continued use of the platform constitutes acceptance of the updated terms.