Last updated: 20 July 2026

Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Vaai rider and driver mobile applications and related services (together, the "Service"), operated by VAAI (Pty) Ltd, a company incorporated in South Africa with registration number 2026/435857/07, registered address B113-02 Fish Eagle View, 15C Benacre Ln, Modderfontein, Gauteng, 1609 ("Vaai", "we", "us"). By creating an account or using the Service you agree to these Terms. If you do not agree, do not use the Service.

1. The Service

Vaai operates a technology platform that connects riders seeking transport with independent, third-party driver-partners. Vaai is not a transport operator and does not itself provide transportation services — each trip is provided by the driver-partner you are matched with, who is solely responsible for the transportation service. Vaai's role is to facilitate the connection, process payment, and provide safety and support infrastructure around the trip.

2. Eligibility

You must be at least 18 years old and able to form a binding contract under South African law to use the Service. Driver-partners must additionally hold all licences, permits and operating authorisations required by applicable law, including National Public Transport Regulator (NPTR) and provincial licensing authority requirements.

3. Accounts & verification

You must register an account with accurate information and keep it up to date. We verify rider and driver identity (including ID documents and, for drivers, vehicle and licence documents) as part of onboarding and on an ongoing basis, in line with our Privacy Policy and POPIA. You are responsible for all activity on your account and for keeping your credentials secure.

4. Booking, fares & payment

Fares are calculated as described on our Pricingpage and shown to you as an upfront quote before you confirm a trip. Payment is processed securely via our payment partner; card details are entered on the payment processor's own hosted checkout page and never pass through or are stored by Vaai's own servers or app. Cancellation fees are described in our Refund & Cancellation Policy.

5. Conduct

Riders and driver-partners must treat each other with respect, comply with the law, and not use the Service for any unlawful, fraudulent, dangerous or abusive purpose. We may suspend or terminate accounts that violate this section, harm the safety of other users, or misuse the Service.

6. Safety features

The Service includes safety tools such as an in-app emergency (panic) alert, live trip sharing, route-deviation monitoring and emergency contact notifications. These tools are provided to support your safety but do not replace contacting local emergency services (10111 / 112) directly in a genuine emergency.

7. Driver-partners are independent contractors

Driver-partners are independent contractors and are not employees, agents or partners of Vaai. Vaai does not direct or control the manner in which a driver-partner provides transportation services, beyond the standards set out in these Terms and applicable law.

8. Intellectual property

The Service, including the Vaai name, logo, app design and underlying software, is owned by or licensed to Vaai and protected by applicable intellectual property law. You may not copy, modify or reverse-engineer the Service except as permitted by law.

9. Limitation of liability

To the maximum extent permitted by law, Vaai's total liability to you arising out of or relating to the Service is limited to the greater of (a) the amount you paid Vaai in the 12 months before the claim arose, or (b) R1,000. Vaai is not liable for indirect, incidental, special or consequential loss (including lost profits or lost opportunity), or for the acts or omissions of a driver-partner or rider during a trip, since each trip is provided by an independent driver-partner and not by Vaai itself.

Nothing in these Terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, for gross negligence, for wilful misconduct, or for fraud.

10. Indemnification

You agree to indemnify and hold Vaai harmless against any claim, loss or expense (including reasonable legal costs) arising from your breach of these Terms, your misuse of the Service, or your violation of any law or third-party right, except to the extent caused by Vaai's own negligence, gross negligence or wilful misconduct.

11. Suspension & termination

We may suspend or terminate your access to the Service at any time for violation of these Terms, safety concerns, fraud, or as required by law. You may stop using the Service and close your account at any time via the app or by contacting support@vaai.taxi.

12. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified in-app or by email before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

13. Governing law & disputes

These Terms are governed by the laws of the Republic of South Africa. If a dispute arises, contact support@vaai.taxifirst so we can try to resolve it directly. If it can't be resolved that way, the parties submit to the non-exclusive jurisdiction of the High Court of South Africa, Gauteng Division, Johannesburg.

14. Contact

Questions about these Terms: support@vaai.taxi.