Terms and Conditions for Tiyeni

Last Updated: April 2025

By using Tiyeni, you agree to these Terms and Conditions.

1. Account Registration

• You must provide accurate information and be at least 18 years old.
• You are responsible for account security and any activity under it.

2. Ride Services

• Fares: Calculated based on distance, time, and demand (surge pricing may apply).
• Cancellations: Fees may apply if you cancel after driver acceptance.
• Conduct: Harassment, discrimination, or illegal activities are prohibited.

3. Payments

• You authorize Tiyeni to charge your selected payment method.
• Disputes must be reported within 24 hours.

4. Liability

• Tiyeni is not liable for delays, accidents, or disputes between riders/drivers.
• Drivers are independent contractors, not employees.

5. Termination

We may suspend or terminate accounts for violations of these terms.

6. Governing Law

These terms are governed by the laws of Malawi.

Tiyeni Cancellation Policy

Last Updated: April 2025

To ensure a smooth experience for both riders and drivers, Tiyeni has the following cancellation guidelines:

1. Rider Cancellations

• Free Cancellation Window: Riders may cancel a ride for free within 3 minutes of driver acceptance.
• Late Cancellation Fee: If canceled after the free window or excessive wait (>3–5 minutes), a MWK 2,000 fee applies.
• Exceptions: No fee if:
  • Driver is significantly delayed (>5 minutes from ETA).
  • Driver cancels first.
  • Vehicle doesn't match the description (e.g., wrong license plate).

2. Driver Cancellations

• Penalties: Frequent cancellations (>3 per 10 rides) may result in:
  • Lower priority in ride requests.
  • Temporary suspension from the platform.
• Valid Reasons: No penalty for:
  • Rider misconduct (e.g., intoxication, harassment).
  • Safety concerns or fraudulent ride requests.

3. Disputed Cancellations

Riders or drivers may contest cancellation fees via the app’s Support Center within 24 hours. Tiyeni will review GPS data, timestamps, and other evidence.

4. No-Shows

If a rider is not at the pickup location after 5 minutes, the driver may cancel and charge a no-show fee (same as the late cancellation fee).

5. Weather/Unavoidable Issues

Cancellation fees may be waived during extreme weather or emergencies, at Tiyeni’s discretion.