Legal

Refund and Ride Payment Notice

General information about refunds, cancellations and ride payments.

1. What this notice is

This is general information about refunds, cancellations and ride payments for E2MARS rides. You cannot book a ride or pay for anything on this website. Rides are requested and paid for in the E2MARS Rider App, and the details shown in the app when you book are the ones that apply to your trip. This notice does not replace the app terms and does not limit your rights under the Consumer Protection Act, 2008 or other South African law.

2. Availability

A controlled launch of E2MARS ride-hailing in Johannesburg is being prepared. Other services described on this website, such as Pickup Truck and Car Towing, are not yet available and have no refund terms yet. Availability depends on launch status, your location and driver coverage.

3. How riders pay

The app may offer different ways to pay depending on your location and the version of the app. Only the payment methods the app shows and enables when you book are available to you. This website does not process payments, and it does not say that any particular payment method is available.

4. Fares

The app shows the fare, or the fare offer you and the driver agree, before you confirm a ride. If a fare or charge looks wrong, contact us with the trip date and time and we will look into it. Please do not send full card details or identity documents by email or WhatsApp.

5. Cancelling a ride

You can cancel a ride using the controls in the app. A cancellation or no-show charge applies only if it is shown to you before it can apply, and it must be lawful and reasonable. This page does not state a cancellation amount.

6. Refunds and problems with a ride

If you were charged incorrectly, were charged for a ride that did not take place, or are unhappy with the service, please contact us as soon as you can so we can check the trip. Giving us the trip date, time, reference and pickup point helps us act faster. We assess each request on the facts and will tell you the outcome. Where a refund is owed, how it is repaid depends on how the original payment was made, the payment service and the law. A payment authorisation shown in the app is not necessarily the same as a completed charge.

We do not promise an automatic refund or a fixed refund time on this page.

The Consumer Protection Act gives you rights where a service is not performed with the quality and care you are entitled to expect, and may allow you to cancel certain advance bookings, sometimes with a reasonable charge. Nothing on this page waives those rights.

7. Drivers

This notice is for riders. Driver earnings, wallet withdrawals and commission are not covered here and are not stated on this website until confirmed.

8. Contact E2MARS

Customer Support

For refund requests, payment enquiries, complaints or general assistance, please contact the E2MARS support team. We are committed to providing reliable customer service and addressing your concerns promptly, fairly and professionally.

Contact Details

Email: info@e2mars.com
Telephone / WhatsApp: +27 64 477 4769
Website: https://e2mars.com

Registered Business Address

28 Torquay Close
Parklands, Cape Town, 7441
South Africa

We value your feedback and are committed to making every E2MARS experience safe, convenient and dependable.

Last Updated: 10 October 2026