Safety

Vaya is a service built on trust. Our ability to guarantee safety and security during all our rides and deliveries is paramount. That is why Riders and Partner–drivers alike can use Vaya knowing that they are in good hands.


Rider Safety

Before your trip

 

1. Safe pickups

The Vaya app uses GPS to find your exact location. This allows us to provide the service on a door-to-door basis. We are allowing you to stay in a safe place until the driver has confirmed arrival.

2. Fairness Policy

Our platform automatically matches all our ride requests with the nearest free driver. Driver allocations are not biased in any way.

3. Partner profiles
As the passenger, you will be able to view driver details like name, licence plate number, rating and a photo once you have a match. This will ensure that you enter the correct vehicle every time. Before entering the vehicle ask the driver who they’re picking up to confirm your name.


The journey – getting you there safely

1. Share your driver’s information
Once your driver has picked you up, share the driver details like name and licence plate number with your friends and family so they know who’s ferrying you or your package and which vehicle to expect.

2. Share your ETA
Share your Estimated Time of Arrival with your friends and family so they can follow your route and know when to expect you.

3. Always on the map
Follow your trip in real-time so you always know where you are. Our drivers are also mandated to have their devices on a phone stand visible to the passenger that shows the route you are taking.


Beyond the Trip

1. Anonymous feedback
Vaya prompts you to rate your driver and give anonymous feedback about your ride. We review all feedback at the end of every delivery or drop off. Our goal is to make every experience memorable and with your assistance that will always be possible.



Driver Safety

Before the Trip

 

1. No anonymous pickups

To ensure driver safety, there will be no anonymous pickups. Vaya requires all users to create an account, providing thier name and phone number. With this information, you know exactly who you are picking up and the team here at Vaya knows as well.

2. Masked Calls

The Vaya app uses technology that anonymizes rider and driver phone numbers to keep contact details confidential. So when you and your rider need to contact each other, your personal information stays private.


The journey - En Route safety

 

1. In-app Navigation

When riders enter their destination, you will automatically receive turn-by-turn directions in the app, so you can focus on getting there safely.

2. Always on the Map

GPS data is logged for every trip so we know who you’re driving and where you’re going, which promotes accountability and encourages good behaviour.


Beyond the Trip

 

1. Change is not an issue

Fares automatically charge the rider’s payment method on file (EcoCash or card), so for all trips, you will be able to avoid using cash altogether.

2. Driver feedback

At the end of every trip, you can rate your rider. Reviewing these ratings helps us to make sure all your passengers will be as mannerly and considerate as you are. Riders reported violating our terms of service may be prevented from using Vaya.

 

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