Welcome to Xryde! These Terms of Service ("Terms") form a legally binding agreement between you (the "Passenger" or "you") and Tech Lab X Ltd (RC 9042513), the company that operates the Xryde platform ("Xryde", "we", "us", or "our"). By creating an account and using the Xryde passenger app to book rides in Nigeria, you agree to these Terms and to our Privacy Policy. Please read them carefully.
1. About Xryde Services
Xryde is a technology platform operated by Tech Lab X Ltd that connects passengers with independent drivers for transportation services. We do not provide transportation ourselves, nor do we employ drivers. Drivers who use the Xryde platform are independent contractors responsible for their own vehicles and services.
Xryde facilitates connections between passengers and drivers but is not a transportation provider.
All rides are subject to driver availability and a driver's acceptance of your request.
We may modify, suspend, or discontinue any feature of the service at any time.
2. Eligibility and Account Registration
To use Xryde as a passenger, you must:
Be at least 18 years of age and have the legal capacity to enter into a binding contract under Nigerian law.
Provide accurate, current, and complete information during registration (name, phone number, email).
Verify your phone number using the one-time passcode (OTP) we send you by SMS or WhatsApp.
Keep your account credentials secure and not share your account with others.
Notify us immediately of any unauthorised use of your account.
You are responsible for all activities that occur under your account.
3. Booking and Using Rides
When you request a ride through Xryde:
Ride Requests: you submit a request that drivers may accept or decline. A confirmed booking occurs only when a driver accepts your request.
Pickup Locations: you must provide accurate pickup and drop-off locations and be ready at the pickup point when the driver arrives.
Wait Time: drivers may apply a wait-time fee if you are not ready within the grace period (typically 2–5 minutes).
Route Changes: if you need to change your destination during a trip, inform the driver; additional charges may apply.
Ride Completion: a trip ends when you arrive at your destination or the driver marks it complete in the app.
4. Cancellation Policy
You may cancel a ride request before a driver is assigned without any charge.
Repeated cancellations may affect your account standing and may result in temporary restrictions.
No cancellation fee applies if the driver takes excessively long to arrive beyond the estimated time.
5. Fares and Payments
Fare Calculation: fares are calculated based on distance, time, and demand (higher pricing may apply during peak hours). You will see an estimated fare before confirming your request; the final fare is shown after the trip.
Cash payments: In this version of Xryde, you pay your driver directly in cash at the end of each trip. Xryde does not collect or store your card or bank details, and does not process passenger payments through the app.
Receipts: a digital trip summary is available in the app after each ride.
Disputes: if you believe a fare was wrong, contact support within 48 hours of the trip.
Promotions: promo codes and discounts are subject to their own terms and may expire or be withdrawn.
Future payment methods: if in-app card or wallet payments are introduced later, we will update these Terms and the app accordingly.
6. Passenger Responsibilities and Conduct
As a passenger using Xryde, you agree to:
Treat drivers with respect, courtesy, and professionalism at all times.
Not engage in any form of harassment, discrimination, threats, or violence.
Comply with reasonable vehicle rules set by the driver (e.g. no smoking, seatbelt usage).
Not damage the driver's vehicle or property. You may be charged for cleaning or damage.
Not transport illegal items, weapons, or hazardous materials in the vehicle.
Not ask drivers to break traffic laws, speed, or violate Nigerian transportation regulations.
Travel only with the number of passengers that can be safely and legally accommodated.
Ensure children are properly secured where required by law.
Not use the service for any illegal or fraudulent purpose.
7. Safety and Security
Verification: always verify the driver's name, photo, vehicle details, and licence plate before entering the vehicle.
Trusted Contacts & SOS: you can add trusted contacts and use the in-app emergency (SOS) button if you feel unsafe during a ride. Raising an SOS alerts the Xryde safety team and sends your trusted contacts an SMS with your live-location link. See our Privacy Policy for how this data is handled.
Incident Reporting: report any safety concern, accident, or inappropriate behaviour immediately through the app.
Lost Items: contact support or the driver through the app if you leave items in the vehicle.
8. In-App Chat and Voice Calls
Xryde lets you contact your driver through in-app text chat and in-app voice calls so you can coordinate your trip without sharing your personal phone number. You agree to use these features respectfully and only for trip-related purposes. We keep chat messages and basic call records (such as time and duration) for safety and support; we do not record call audio. Misuse of these features — including harassment or abuse — may lead to account suspension.
9. Ratings and Feedback
After each trip you can rate your driver and provide feedback (1–5 stars).
Ratings help maintain service quality and inform other passengers.
Drivers can also rate passengers. Consistently low passenger ratings may result in account restrictions.
Provide honest feedback. False or malicious ratings may result in account suspension.
10. Account Suspension and Termination
We may suspend, deactivate, or terminate your account at any time if:
You violate these Terms or our Community Guidelines.
You engage in fraudulent activity or payment disputes.
You receive consistently low ratings from drivers.
You harass, threaten, or harm drivers or other users.
You provide false information or misuse the platform.
Your account is associated with illegal activities or security risks.
You may also delete your account at any time through the app settings, subject to the deletion process described in our Privacy Policy.
11. Limitation of Liability
To the maximum extent permitted under Nigerian law, Tech Lab X Ltd and its affiliates, officers, employees, and partners shall not be liable for:
Any indirect, incidental, special, consequential, or punitive damages arising from your use of the service.
Personal injury, property damage, or accidents that occur during rides (drivers carry their own insurance).
Disputes between passengers and drivers, including disagreements over fares, routes, or conduct.
Service interruptions, errors, delays, or unavailability of drivers.
Loss or theft of personal belongings left in vehicles (though we will assist in recovery efforts).
The services are provided "as is" and "as available" without warranties of any kind, express or implied.
12. Insurance and Liability
Drivers on the Xryde platform are required to maintain valid vehicle insurance as mandated by Nigerian law. Xryde does not provide insurance coverage for passengers. You are responsible for ensuring you have adequate personal insurance coverage.
13. Intellectual Property
All content in the Xryde app — including logos, designs, text, graphics, and software — is the property of Tech Lab X Ltd or its licensors and is protected by Nigerian and international intellectual property laws. You may not copy, modify, distribute, or reverse engineer any part of the app without written permission.
14. Privacy and Data Protection
Your use of Xryde is subject to our Privacy Policy, which explains how we collect, use, and protect your personal information in line with the Nigeria Data Protection Act (NDPA) 2023. By using the app, you acknowledge our data practices as described in that policy, available in the app and on our website.
15. Governing Law and Dispute Resolution
These Terms are governed by the laws of the Federal Republic of Nigeria. Any dispute arising from these Terms or your use of Xryde shall be resolved through:
First, good-faith negotiation between you and the Xryde support team.
If unresolved, mediation or arbitration under Nigerian arbitration laws.
If necessary, litigation in the courts of Edo State, Nigeria, or the Federal High Court of Nigeria.
16. Changes to These Terms
We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. When we make significant changes, we will post the updated Terms in the app with a new "Last Updated" date and notify you by email, push notification, or in-app message. Your continued use of Xryde after the changes take effect constitutes acceptance of the updated Terms. If you do not agree, you must stop using the service and delete your account.
17. General Provisions
Entire Agreement: these Terms, together with our Privacy Policy, constitute the entire agreement between you and Tech Lab X Ltd.
Severability: if any provision is found invalid or unenforceable, the remaining provisions remain in effect.
Waiver: our failure to enforce any right or provision does not constitute a waiver of that right.
Assignment: you may not transfer or assign your rights under these Terms without our consent.
18. Contact Us
If you have questions, concerns, or feedback regarding these Terms, please contact us:
Company: Tech Lab X Ltd (RC 9042513) Support email: support@techlabx.org Privacy email: privacy@techlabx.org Phone: +234 816 063 8494 Address: 24th Street, Ugbowo, Benin City, Edo State, Nigeria In-App Support: Available through the Help section
By using Xryde, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. Thank you for choosing Xryde for your transportation needs in Nigeria!