🚖 FAQ - Driver Account

📖 No Account Creation Needed:

• Enter vehicle license plate number
• System auto-identifies PSV organization
• Automatic fare rate application
• Instant ride start
• No usernames required
• No passwords needed
• No long sign-ups

Drivers don't need usernames or passwords to use Rideon. Simply enter your vehicle license plate number, and the system will automatically identify your PSV organization and apply the correct fare rates. You can then start a ride instantly without going through long sign-ups.

📖 Fare Calculation Method:

• Rate per kilometer from PSV organization
• Distance traveled × Rate
• Plus Rideon service charge:
  • Flat fee option
  • Percentage option
• Standardized pricing
• Transparent calculations
• All trips covered

Fares are calculated based on the rate per kilometer set by your PSV organization. The platform multiplies the distance traveled by this rate, then adds the applicable Rideon service charge (flat fee or percentage). This ensures standardized, transparent pricing for all trips.

📖 Fare Accuracy Guarantee:

• Rates from official PSV settings
• Standardized calculations
• Fare breakdown preview:
  • Distance traveled
  • Base fare
  • Service charge
  • Total amount
• Review before saving
• Full transparency

Yes. Fare rates are pulled directly from your registered PSV organization's official settings, so calculations are standardized. You'll see a fare breakdown before saving the ride, including distance, base fare, service charge, and total.

📖 Payment Processing Options:

You can collect fares through Auto-Pay (M-Pesa STK Push): Enter the passenger's phone number and the system sends a secure STK prompt for payment. Or Manual Pay (Cash or External M-Pesa): If a passenger pays in cash or outside the system, a surcharge is applied, and you'll need to clear Rideon's share digitally within the set timeframe.

📖 Cash Payment Handling:

• Manual pay mode triggered
• Penalty surcharge applied
• Encourages digital payments
• Must settle Rideon's charge:
  • Via M-Pesa
  • Within deadline
• Account restrictions if delayed
• Temporary limitations

Cash payments are allowed, but they trigger a manual pay mode. Rideon applies a penalty surcharge to encourage digital payments. You must settle Rideon's service charge through M-Pesa within the deadline; otherwise, your account may be temporarily restricted.

📖 Digital Debt Tracking:

• Clear Balance page access
• Real-time visibility:
  • Outstanding debts
  • Applied penalties
  • Payment history
• Vehicle plate linking
• Full transparency
• Transaction records
• Balance monitoring

Yes. The platform has a Clear Balance page, where you can see outstanding debts, penalties, and payment history in real time. All transactions are linked to your vehicle plate number, ensuring full transparency.

📖 M-Pesa Integration Features:

• STK Push integration
• Paybill accounts
• Instant payment verification
• Automatic charge deduction
• Net earnings to wallet
• PSV organization reconciliation
• Seamless payment flow
• Real-time processing

Rideon is fully integrated with M-Pesa STK Push and Paybill accounts. Payments are verified instantly, with Rideon's service charge deducted automatically. Net earnings are sent directly to your M-Pesa wallet or reconciled within your PSV organization's payment flow.

📖 Troubleshooting Steps:

• Verify plate number entry
• Check correct format
• Confirm PSV registration
• Vehicle must be registered
• Use Help/Contact Support
• Quick assistance available
• Dashboard support button
• Resolution guidance

Double-check that you entered your plate number correctly. Ensure your PSV organization has registered your vehicle with Rideon. If issues persist, use the Help/Contact Support button on your driver dashboard for quick assistance.

📖 Data Protection Measures:

• Kenya Data Protection Act 2025
• Payment data encryption
• Location for trip validation only
• No third-party data sales
• Privacy Policy available
• Data Policy documentation
• Secure storage
• Compliance guaranteed

Rideon by Citrus complies with Kenya's Data Protection Act (2025). All payment data is encrypted, location tracking is used only for trip validation, and your details are never sold to third parties. You can read more in the Privacy Policy and Data Policy.

📖 Ride History Features:

• Complete ride listings
• Information displayed:
  • Date & time
  • Distance traveled
  • Fare amount
  • Service charge
  • Total collected
  • Payment method
• Daily reconciliation
• Weekly summaries
• Monthly earnings

Yes. The Ride History page lists all completed rides with date, distance, fare, service charge, total collected, and payment method. This makes it easy to reconcile daily, weekly, or monthly earnings.

📖 Outstanding Debt Consequences:

• New rides blocked
• Must clear debts first
• Penalty escalation:
  • Increases over time
  • Longer delays = higher penalties
• Clear via Balance page
• M-Pesa payment required
• Quick clearance recommended
• Account reactivation after payment

You will not be able to start new rides until debts are cleared. Penalties increase the longer debts remain unpaid, so it's best to clear them quickly via the Clear Balance page using M-Pesa.

📖 Support Contact Options:

For assistance, drivers can use the Help/Contact Support button in their dashboard, reach Citrus Labs Limited at legal@citruslabs.co.ke, or call +254 112 400 000.