Terms & Conditions

4.1 All bookings are confirmed only upon receipt of payment unless a corporate account arrangement exists.

4.2 Payments are processed via Yoco (card payments) or Bel 'n Pel Wallet. By making a payment, you agree to Yoco's terms of service where applicable.

4.3 Prices quoted include the platform service fee and applicable markups. Drivers receive their portion of the fare as independent contractors.

4.4 Bel 'n Pel reserves the right to cancel a booking if no driver is available. In such cases, the full amount will be credited back to the customer's Bel 'n Pel Wallet for use on a future booking.

4.5 Customers are responsible for providing accurate pickup and drop-off information. Errors resulting in failed pickups may not qualify for a refund.

5.1 Customer cancellations: Cancellations made more than 30 minutes before the scheduled pickup time qualify for a full refund. Cancellations within 30 minutes of pickup are non-refundable.

5.2 No-shows: If a customer is not at the pickup location within 10 minutes of the driver's arrival, the booking is considered a no-show and no refund will be issued.

5.3 Driver cancellations: If a driver cancels after accepting a booking, a full refund will be issued and we will attempt to find an alternative driver.

5.4 Monthly transport contracts: Refunds for unused days are only available if cancellation is received in writing at least 7 days before the next billing cycle.

5.5 Travel bookings: Refund policies for flights, accommodation, and other travel services are governed by the respective third-party provider's terms.

5.6 Wallet funds: Credits loaded into the Bel 'n Pel Wallet are non-refundable as cash — they cannot be withdrawn or transferred back to a bank account or card. All wallet credits remain in the wallet and can be used for future bookings on the platform. When a ride or service is cancelled and qualifies for a refund, the refund amount is credited back to the customer's Bel 'n Pel Wallet (not to the original payment method). Bonus credits are non-refundable under any circumstances.

6.1 All drivers operating on the Bel 'n Pel platform are independent contractors and not employees of Bel 'n Pel.

6.2 Drivers must hold and maintain all legally required documentation including: valid PrDP (Category P), Public Operating Licence (POL), Passenger Liability Insurance (minimum R3m for sedans, R5m for minibuses), annual Roadworthiness Certificate, valid Licence Disc, and bank account confirmation letter.

6.3 Drivers must update their roadworthiness certificate annually and provide updated documentation to Bel 'n Pel upon renewal.

6.4 Drivers are responsible for their own tax obligations, including income tax and VAT where applicable. Bel 'n Pel does not deduct PAYE or UIF from driver earnings.

6.5 Drivers agree to maintain professional conduct, a clean vehicle, and comply with all South African traffic laws at all times.

6.6 Bel 'n Pel reserves the right to suspend or permanently remove any driver from the platform for misconduct, legal non-compliance, or repeated poor performance.

6.7 Driver payouts are made according to the agreed payout schedule. The platform markup is deducted from the total fare before driver payout.

7.1 Users may not use the platform for any unlawful purpose or in a manner that could harm Bel 'n Pel, its drivers, or other users.

7.2 Abusive, threatening, or discriminatory behaviour towards drivers, staff, or other users will result in immediate account suspension.

7.3 Users may not attempt to circumvent the platform by arranging direct payment to drivers outside of the booking system.

7.4 Fraudulent bookings, chargebacks, or misuse of the wallet system will result in account suspension and may be reported to the South African Police Service (SAPS).

8.1 By submitting a review — whether via WhatsApp, the website, or any other channel — you grant Bel 'n Pel a non-exclusive, royalty-free licence to publish your review, including your name and surname, on our website, social media, and marketing materials.

8.2 Reviews must be honest and based on genuine experience. Fake or defamatory reviews will be removed.

8.3 Reviews rated 4 or 5 stars may be directed to our Google Business page. Reviews rated 3 stars or below are reviewed internally before any response or action is taken.

8.4 Bel 'n Pel reserves the right to moderate and remove reviews that contain offensive language, personal attacks, or false information.

10.1 Bel 'n Pel acts as a booking intermediary and is not liable for accidents, injuries, loss of property, or delays caused by drivers or third-party service providers.

10.2 We are not liable for service disruptions caused by WhatsApp, Meta, Yoco, or other third-party platforms.

10.3 Our maximum liability to any customer in respect of any claim shall not exceed the amount paid for the specific booking in question.

10.4 We do not guarantee the availability of drivers at any given time. Availability is subject to demand and driver duty status.

11.1 Bel 'n Pel collects and processes personal information in accordance with the Protection of Personal Information Act (POPIA), Act No. 4 of 2013.

11.2 Information we collect includes: full name and surname, WhatsApp phone number, email address (where provided), location data (pickup and drop-off addresses), booking history, payment records, wallet transaction history, POPIA consent records, device information, and any other information voluntarily provided during registration or booking.

11.3 Purpose of collection: We collect this information to facilitate bookings, process payments, manage your wallet, send service-related communications, comply with legal obligations, and (with your consent) send marketing communications.

11.4 Your rights under POPIA: You have the right to access your personal information, request corrections, object to processing, and request deletion of your data (subject to legal retention requirements). To exercise these rights, contact us at [email protected].

11.5 Data retention: We retain personal information for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Booking records are retained for a minimum of 5 years for accounting and legal compliance purposes.

11.6 Minors: Users under 18 years of age require parental or guardian consent before using our services. Parents or guardians who add minors to a family wallet account accept full responsibility for the minor's use of the platform.

11.7 Marketing communications: By accepting these terms, you consent to receiving service-related WhatsApp messages. Marketing broadcasts are only sent to customers who have explicitly opted in. You may opt out at any time by replying "STOP" to any broadcast message.

11.8 We do not sell or share your personal information with third parties for their own marketing purposes. Information may be shared with service providers (e.g., Yoco for payment processing) only to the extent necessary to deliver our services.

12.1 These Terms and Conditions are governed by the laws of the Republic of South Africa.

12.2 Any disputes arising from the use of our services shall first be subject to good-faith mediation. If mediation fails, disputes shall be resolved in the Magistrate's Court or High Court of South Africa, as appropriate.

12.3 Customers may also lodge complaints with the National Consumer Commission (NCC) or the Information Regulator (for POPIA-related matters).