Rider Terms & Conditions

1. Acceptance of Terms

These Terms are a legally binding agreement between you (the “Rider”) and SheDrives Limited (RC 9225367) (“SheDrives”, “we”, “us”, or “our”).

By downloading, registering, or using the SheDrives Riders App (“the App”), you confirm you have read, understood, and agreed to these Terms. If you do not agree, do not use the App.

These Terms are governed by Nigerian law, including the Federal Competition and Consumer Protection Act 2018 (FCCPA), the Nigeria Data Protection Act 2023 (NDPA), and the Arbitration and Mediation Act 2023 (AMA).

2. About SheDrives

SheDrives is a technology platform that connects passengers with verified, female-only drivers across Nigeria. We are an intermediary, not a transport company.

• All drivers on our platform are independent contractors, not SheDrives employees.
• Every driver is female, verified, trained, and has passed a background check.
• This female-only driver model is a core feature of our service and will not change.

3. Key Definitions

4. Who Can Use the Riders App

To use the SheDrives Riders App, you must:

• Be at least 18 years of age. If you are aged 16 or 17, a parent or legal guardian must register and accept these Terms on your behalf.
• Provide accurate and complete registration information.
• Have a valid Nigerian phone number.
• Not have been previously suspended or removed from the SheDrives platform.

5. Account Registration & Security

5.1 Creating Your Account

You must create an account to use the App. You agree to provide truthful information and keep your details up to date. Each person may only hold one active Rider account. Creating multiple accounts to get around a suspension is not allowed.

5.2 Keeping Your Account Safe

SheDrives is passwordless — you sign in with your phone number and a one-time code (OTP). Your account is personal to you. You must:

• Keep your phone secure and never share your one-time code (OTP) with anyone.
• Contact SheDrives immediately at support@shedrivesng.com if you suspect unauthorised access to your account.

6. Services Available to Riders

SheDrives offers the following ride tiers through the Platform. Availability may vary by location.

SheDrives is committed to accessibility. If you need a particular vehicle type or adaptation, please indicate this in your booking or contact support@shedrivesng.com in advance and we will do our best to help.

7. Booking a Ride

7.1 How to Book

To book a Trip: open the App, enter your destination, confirm your pickup point, and review the estimated fare. Tap ‘Book Ride’ and we will match you with a nearby Driver-Partner.

7.2 After Booking

Once a Driver-Partner accepts your request, the App shows you their name, photo, vehicle make and model, and registration plate. You can track their arrival in real time and message them through in-app chat — your personal phone number is never shared.

7.3 Booking is Binding

When a Driver-Partner accepts your Trip, a binding agreement is formed between you and the Driver-Partner. SheDrives is not a party to that agreement but facilitates it through the Platform.

7.4 Scheduled Trips

You can schedule a ride in advance for a specific date and time. We will work to match you with a Driver-Partner ahead of your pickup.

8. Fares, Pricing & Payment

8.1 How Your Fare Is Calculated

Your fare is based on the ride tier you choose and the estimated time and distance of your Trip. You always see an estimated fare before you confirm your booking, and time spent in heavy traffic is charged at a reduced rate. You do not have to book if the price does not suit you.

8.2 How You Pay

You pay your Driver-Partner directly at the end of the Trip. SheDrives is a marketplace and does not hold, collect, or process ride payments.

8.3 Receipts

A summary of every completed Trip, including the fare, is saved in the App.

8.4 Fare Disputes

If you believe a fare was calculated incorrectly, raise it with your Driver-Partner first. You can also report it in the App or by emailing support@shedrivesng.com within 7 days of the Trip, and we will help mediate and respond within 5 business days.

9. Your Responsibilities as a Rider

9.1 General Conduct

SheDrives expects all Riders to treat Driver-Partners and other users with dignity and respect. As a Rider, you must:

• Wear your seatbelt throughout every Trip, as required by the FRSC Highway Code.
• Ensure any children travelling with you are properly secured in age-appropriate restraints.
• Be at your confirmed pickup location within the waiting time shown in the App.
• Not bring animals into a vehicle without first checking with the Driver-Partner.
• Not consume food or drink in a way that soils the vehicle.
• Not smoke, vape, or use tobacco products in any vehicle.

9.2 Prohibited Conduct

The following conduct is strictly prohibited and will result in account suspension or termination:

• Harassment, verbal abuse, threatening behaviour, or intimidation directed at a Driver-Partner or anyone else.
• Recording a Driver-Partner or anyone else in the vehicle without their explicit consent.
• Transporting illegal substances, weapons, or contraband.
• Requesting or encouraging a Driver-Partner to break road traffic laws.
• Any conduct that endangers the safety of the Driver-Partner, other passengers, or third parties.
• Allowing more passengers than the vehicle’s stated capacity.

9.3 Zero Tolerance

9.4 Children Travelling Alone

You may not use the Platform to book a Trip for a child under 18 travelling without a responsible adult.

10. Ratings & Feedback

After each completed Trip, you and your Driver-Partner can rate each other on a scale of 1 to 5 stars. Ratings are used to maintain service quality and inform future matching.

• Please rate based on your genuine experience. Ratings given in bad faith or to manipulate the Platform may be removed.
• Consistently low ratings may result in warnings or account suspension.
• Where either party gives a 1-star rating, they can choose to ‘Block Future Requests’, and you will not be matched again.
• Driver-Partners who rate a Rider 1 to 3 stars are required to provide written feedback.

Your average rating over a rolling 365-day period determines your eligibility to continue using the Platform.

11. Safety Features

SheDrives builds the following safety tools into the App for every Rider:

All Driver-Partners undergo background checks, document verification, and licence validation before being onboarded. Credentials are periodically re-verified, and a Driver-Partner with a lapsed document is suspended immediately until valid documentation is confirmed.

12. Your Consumer Rights

As a consumer using SheDrives, you have rights under the Federal Competition and Consumer Protection Act 2018 (FCCPA), including the right to:

• Receive services of a quality that meets reasonable expectations.
• Receive accurate and transparent information about fares, cancellation fees, and any applicable charges.
• Seek redress for defective or unsatisfactory services.
• Be protected from unfair trading practices and misleading representations.
• Lodge a complaint with the FCCPC at fccpc.gov.ng at any time.

Nothing in these Terms removes or limits your rights under the FCCPA. If any part of these Terms conflicts with your FCCPA rights, your FCCPA rights prevail.

13. Lost Property

If you leave something in a vehicle, contact SheDrives as soon as possible through the App or at support@shedrivesng.com. We will try to put you in contact with your Driver-Partner to arrange collection.

• SheDrives is not liable for lost or stolen items.
• SheDrives may charge a reasonable fee to facilitate the return of property.
• SheDrives is not responsible for perishable items, cash, or items of significant value left in a vehicle.

14. Privacy & Data Protection

SheDrives collects and uses your personal data in accordance with the Nigeria Data Protection Act 2023 (NDPA) and our Privacy Policy. Data we collect includes:

• Your name, phone number, and email address.
• Location data (during active Trips only).
• Trip history.
• Device information.

We do not sell your personal data to third parties. You have rights under the NDPA 2023, including the right to access, correct, delete, or transfer your data. To exercise these rights, contact our Data Protection Officer at support@shedrivesng.com.

15. Our Liability to You

SheDrives is a technology intermediary. We are not liable for:

• Actions, omissions, or negligence of Driver-Partners.
• Loss or damage to personal belongings during a Trip.
• Delays caused by traffic, weather, or circumstances outside our control.
• Any indirect, incidental, or consequential loss arising from use of the App.

To the maximum extent permitted by Nigerian law, SheDrives’ total liability to any Rider shall not exceed the total amount you paid for the specific Trip giving rise to the claim.

16. Account Suspension & Termination

16.1 You Can Close Your Account Anytime

You may delete your account at any time through the App settings or by emailing support@shedrivesng.com. Closing your account does not remove any outstanding payment obligations.

16.2 When SheDrives May Suspend or Terminate Your Account

SheDrives may suspend or close your account, with 14 days’ prior notice, if your usage pattern changes significantly or for other non-misconduct reasons. SheDrives may suspend or close your account immediately, without notice, for:

• Fraud, misrepresentation, or dishonest conduct.
• Repeated or serious breach of these Terms.
• Harassment, abuse, or unsafe conduct toward Driver-Partners.
• Creating multiple accounts.
• Using the Platform for unlawful purposes.

17. Dispute Resolution

Step 1 — Contact Us First

If you have a complaint, contact SheDrives first. We will acknowledge within 24 hours and aim to resolve within 10 business days. Contact us in the App or at support@shedrivesng.com. You may also refer a consumer complaint to the FCCPC at fccpc.gov.ng at any time.

Step 2 — Negotiation

If the complaint is not resolved, both parties will try to resolve it through good-faith discussion within 30 days of a written notice of dispute.

Step 3 — Mediation & Arbitration

If negotiation fails, either party may refer the matter to mediation. If mediation does not resolve it within a further 30 days, the dispute will be settled by binding arbitration under the Arbitration and Mediation Act 2023 (AMA). The seat of arbitration is Lagos, Nigeria, and the language is English. The arbitral award is final and binding. Nothing here prevents either party from seeking urgent court relief in Nigeria if necessary.

Governing Law: These Terms are governed by the laws of the Federal Republic of Nigeria.

18. Changes to These Terms

SheDrives may update these Terms at any time. For important changes, we will notify you at least 14 days before they take effect via the App or by email. Minor corrections may take effect immediately. Your continued use of the App after the effective date means you accept the updated Terms.

If you do not agree with any change, stop using the App and email support@shedrivesng.com to close your account.

19. General Provisions

• Entire Agreement. These Terms, together with the Privacy Policy, are the full agreement between you and SheDrives for your use of the Platform.
• Severability. If any part of these Terms is found to be unenforceable, the rest of the Terms continue to apply.
• No Waiver. If SheDrives does not enforce a right under these Terms, that does not mean the right is waived.
• No Assignment. You may not transfer your rights or obligations under these Terms without SheDrives’ written consent.
• Language. These Terms are written in English. If translated, the English version prevails.
• Relationship. These Terms do not create an employment, partnership, or agency relationship between you and SheDrives.

20. Contact Directory