Terms of Service

Last updated: 22 June 2026

These Terms of Service govern your use of the Shap ZA e-hailing platform. By using our services, you agree to these terms in full.
1. Introduction

Shap ZA ("Shap," "we," "us," or "our") is a South African e-hailing service provider operating in compliance with the National Land Transport Act (NLTA), 5 of 2009, the Consumer Protection Act (CPA), 68 of 2008, and the Protection of Personal Information Act (POPIA), 4 of 2013. These Terms of Service ("Terms") constitute a binding agreement between you ("User," "Passenger," "Driver," or "Enroller") and Shap ZA.

2. Definitions
  • "Platform" — the Shap ZA website, mobile application, and related services.
  • "Passenger" — any person who requests a ride or transport service via the Platform.
  • "Driver" — a vetted transport provider registered to fulfil ride requests.
  • "KidSafe Participant" — a child under 18 enrolled in the KidSafe Shuttle programme.
  • "Senior Participant" — a senior enrolled in the SeniorAssist programme.
  • "NCPR" — the National Child Protection Register.
3. Eligibility

You must be at least 18 years old to register an account or place a bid. Passengers under 18 may use the Platform only with the supervision and consent of a parent or legal guardian. KidSafe and SeniorAssist enrolments require a verifiable enroller who is at least 18.

4. Services

Shap ZA provides the following services:

  • Ride Hailing — on-demand and pre-scheduled transport across South Africa.
  • Bidding — passengers propose fares; drivers may accept or counter.
  • KidSafe Shuttle — enhanced safety for child passengers with PIN verification, parental consent, NCPR-vetted drivers, and live GPS tracking.
  • SeniorAssist — accessible transport for seniors with door-to-door assistance, trained drivers, and real-time family notifications.
5. Passenger Responsibilities
  • Provide accurate pickup and drop-off locations.
  • Ensure all child passengers are secured with appropriate restraints.
  • Treat Drivers with respect — harassment, discrimination, or violence will result in immediate account suspension and may be reported to SAPS.
  • Do not bring illegal substances, weapons, or hazardous materials into vehicles.
  • Cancel at least 10 minutes before scheduled pickup to avoid late-cancellation fees.
  • Code & QR Security: To verify physical boarding, Passengers must scan the Driver's device-displayed QR code using their mobile device camera. Alphanumeric verification codes are only to be used as a manual backup when boarding. You must never share the backup code or scan a QR code remotely.
6. Driver Responsibilities
  • Maintain a valid Professional Driving Permit (PDP) and driver's license.
  • Pass NCPR vetting (for KidSafe trips) and annual background checks.
  • Keep vehicles roadworthy, clean, and compliant with NLTA operating requirements.
  • Complete senior care training (for SeniorAssist trips).
  • Never share passenger PIN codes, trip details, or personal information.
  • Boarding Verification: Drivers must display their starting QR code for the passenger to scan once safely inside the vehicle. Requesting codes or sharing scanning details remotely constitutes platform fraud.
  • No Telemetry Alterations: Drivers must not use mock location services or GPS spoofing applications. Telemetry checks are active; location mismatch will result in automatic payout holds and account deactivation.
  • Off-Platform Solicitations: Initiating cash side-deals to bypass the platform's 15% service fee is strictly prohibited and results in permanent driver ban.
7. Payments & Pricing

All fares are quoted in South African Rand (ZAR). Pricing parameters (including base fare, cost per kilometer, and minimum bidding factor limits) are dynamically set by the platform Admin. Bid amounts are proposed by passengers and may be accepted, countered, or rejected by Drivers. To request a ride or place a bid, passengers must link a valid credit/debit card. A temporary R0.01 authorization charge will be processed and immediately refunded upon verification. Payment must clear before the boarding QR code and verification backup are activated. Initiating fraudulent chargeback claims after a journey has been verified and started is an offense under SA law. A 15% service fee applies to all completed trips.

8. Cancellations & Refunds
  • Free cancellation up to 10 minutes before scheduled pickup.
  • Lock on Active Trips: Once the driver's QR code is successfully scanned by the passenger and the journey starts (status 'in_progress'), the client's ability to cancel the ride is completely locked and disabled for safety.
  • Late cancellation: 50% of the estimated fare charged to the Passenger.
  • Driver no-show: full refund and rebooking at no additional cost.
  • Refunds are processed within 5–7 business days to the original payment method.
9. Limitation of Liability

To the maximum extent permitted by the Consumer Protection Act, Shap ZA's total liability arising from any claim shall not exceed the total fare paid for the specific trip giving rise to the claim. Shap ZA is not liable for:

  • Independent actions of Drivers (Drivers are independent contractors, not employees).
  • Traffic violations, accidents caused by third parties, or force majeure events.
  • Indirect, incidental, or consequential damages including loss of time or inconvenience.
10. Insurance

All trips are covered by comprehensive passenger liability insurance as required by the NLTA. Drivers maintain their own third-party and comprehensive vehicle insurance. KidSafe and SeniorAssist trips include additional liability coverage of R5,000,000 per incident.

11. Dispute Resolution

Disputes shall first be submitted to Shap ZA's internal complaints process via support@shapza.co.za. If unresolved within 21 days, disputes may be referred to:

  • The Consumer Goods and Services Ombud (CGSO) — cgso.org.za
  • Arbitration in terms of the Arbitration Act, 42 of 1965.
  • The Magistrate's Court or High Court of South Africa, at the Passenger's election.
12. Termination

Shap ZA may suspend or terminate access to the Platform for violation of these Terms, illegal activity, or conduct that endangers Passengers, Drivers, or the public. Users may terminate at any time by ceasing use of the Platform.

13. Changes to Terms

We may update these Terms from time to time. Material changes will be notified via email and posted on the Platform at least 14 days before taking effect. Continued use after changes constitutes acceptance.

14. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Any legal actions arising from these Terms shall be brought in the courts of Cape Town, South Africa.

15. Contact

Questions or concerns regarding these Terms may be directed to:
support@shapza.co.za
+27 12 345 6789
1 Shap House, Century City, Cape Town, 7441

These Terms of Service are compliant with the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, and relevant international standards including ISO 39001 (Road Traffic Safety Management).